Hilton Cancun Mar Caribe All-Inclusive Resort

Mexico , Cancun (and vicinity)
CANCUN, Kukulcan Km 17, Zona Hotelera
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100 reviews shown

8/10

Excellent

12 Mar 2026

Tisha

This was my second stay at the Hilton Mar Caribe Bay. and the service was excellent. This time the resort appeared much more crowded, and unfortunately the difference showed in the overall experience.

Cleanliness around the property was inconsistent, with dishes and trash sometimes left unattended. My room was also not cleaned during the day until I requested it after returning around 3 PM.

I paid for an Enclave expecting access to the Chala Lounge and the added privacy and services that come with that upgrade. However, the lounge was frequently closed for private events, which limited access during most of my five-day stay. Because of that, the Enclave upgrade did not provide the benefits I expected.

That said, I do want to recognize a few outstanding staff members who made a positive impression: Reyes and Johanna near the pool, and Carlos in the Chala Lounge when it finally reopened toward the end of the trip. Their service was excellent.

Overall, the resort is beautiful and the ocean views are wonderful, but during this stay the value of the upgraded room did not match the experience.

Family_with_children

10/10

Exceptional

12 Mar 2026

NGOC MINH

Good good good

6/10

Pleasant

11 Mar 2026

Ashani Randima

Most of the staff members were not friendly

Friends

10/10

Exceptional

09 Mar 2026

Narampanawe Herath Mudiyanselage Chamara Sudath

Overall experience is good!
But some of the staff need to improve in customer service.

Family_with_children

10/10

Exceptional

08 Mar 2026

Amber

Loved this resort! Everything! Definitely will be going back. It was a perfect resort!

Partner

6/10

Pleasant

07 Mar 2026

Jory

Why does the pool close at 8pm at a Cancún resort? The rooms are just standard Hilton rooms with nothing special. The Expedia reviews are misleading as this place is overpriced for the amount of things to do at the resort

Partner

6/10

Pleasant

06 Mar 2026

barbara

We stayed 2/21/26-3/1/26 in an enclave beachfront room. Pros: staff/servers were friendly and attentive; steakhouse - filet cuts as good as home /salmon was excellent: top shelf liquor in Enclave bar in lobby area. Wrist bracelet used to open rooms and refrigerator stocked daily with water, juice, beer. You did not need cards for pool towels - if you went to get chairs at pool with or without umbrellas were always available up to 9:30. Entertainment was frequent.
Cons: Buffet: only place for breakfast was the buffet and it was a cluster....omlet/egg stations (2) had at least 10 or more waiting each day (we ate anywhere from 8-10am); kids running around and touching bread slices, picking up food and leaving, shared serving utensils were shared between multiple places and often laying in the dishes, limited egg choices, empty bacon dishes with lines of people waiting for someone to refill.
Enclave pool area: groups of 5 or more children (younger than 9 yo) on 2 different days taking over small pools - holding younger kids heads under water while they grasped to surface. Disrespectful to adults when asked to leave pool area because there was NO adult supervision and saying I'm gonna get my dad! Never saw any staff monitor bracelets and who sb in Enclave area. Waiters mostly just hung with bartender in the shade and we walked to bar to get drinks. Room service took 1 hour 30 minutes. Food trays outside of room were everywhere and not picked up timely.

Family

10/10

Exceptional

05 Mar 2026

Ankan

Clean room, food and spa

10/10

Exceptional

05 Mar 2026

Kendall

We loved our stay here! The staff are incredible. Leon took care of us like we were his friends and I can’t say enough about all the staff who run programs, quizzes, bartend etc! Amazing people!

10/10

Exceptional

04 Mar 2026

WALID

Perfect staff

4/10

Poor

04 Mar 2026

STEPHANIE

Staff is not very nice or attentive they are not very welcoming especially up in the Chala. Also they do not upkeep the beach it defeats the purpose of getting a beachfront room or upgrading to enclave if they can’t even keep it clean other hotels at least attempt to clean it up a bit. During our stay the seaweed was just accumulating. Only one person stood out to us and his name is Isai he works at the steak restaurant.

Partner

10/10

Exceptional

03 Mar 2026

giselle

Very clean, staff was so helpful and kind! Amenities were great. We had an amazing smooth stay!

Partner

10/10

Exceptional

02 Mar 2026

Maria

Excellent Service.

Family

8/10

Excellent

02 Mar 2026

Denise

This was our 2nd family vacation at the Hilton Mar Caribe with 4 families in our group. The first time was shortly after the Hilton took over the management of what was the Royal Uno. We enjoyed this 2nd trip, however, the lack of attention to details was apparent since our last trip in 2024, which was spectacular!

Corporate culture has taken away from the charm of this resort. Staff was friendly, fun, and always present! Now they don’t seem to enjoy their job or have time to interact with guests. It’s unfortunate since the Mexican people are wonderful and why we love Cancun!
We especially noticed this at the pool & lobby bar area, poolside service and coffee shop. Minimal staff was overwhelmed trying to serve everyone causing long lines, dishes sitting around.
Attention to rooms is also suffering. Towels are worn, beds are made but sheets not changed. After day 4 of 7 we had to request new sheets. Glasses not always replaced, had to request water, and toilets and sinks barely touched.

We’ve been traveling to Cancun for 15 yrs, many times to adults only resorts, But when the family comes we thought the Hilton would be our resort. After this last stay, I don’t think guests are getting the quality vacation they paid for and deserve. I hope that changes.

Everyone loved the beach, pools/pool activities, and restaurants! A BIG THANK YOU TO TANIA for all your help with dining for our large group!!!! We greatly appreciated you!!

Family_with_children

10/10

Exceptional

02 Mar 2026

Sundar

Property was great, staff was helpful

Family_with_children

10/10

Exceptional

02 Mar 2026

Sharun

It was very good stay. The food, pool, beach all things were really good. Our children loved th epool and beach. It is a very good place for family with kids

Family_with_children

10/10

Exceptional

01 Mar 2026

Courtney

Leon, Ricky, Irving, Leo, and Rita were all wonderful during our stay. They made the trip so memorable! Thank you all for such incredible service and kindness during our stay! Will be back! 10/10!

10/10

Exceptional

01 Mar 2026

Hae

Yes

Friends

6/10

Pleasant

01 Mar 2026

Vergine

Starts are not for the staff, everyone was extremely nice and friendly and helpful and hardworking- they get 10⭐️. Restaurants food quality is awful, asian place is not even worth going, the only restaurant that’s good is the steak house and stick to steaks only. Buffet is good but it’s the same breakfast and lunch, gets boring by the third day. The brasilian barbecue is the best. Entertainment great just drop Sweet Caroline and Makarena. The glass above the hubs needs real scrubbing, same with bathrooms.
Was sort of disappointing when after spending six days there we asked to extend our stay for 2 more days beacuse our flights were cancelled due to the Northeast snow storm, we got sorry we are booked 😕

Friends

10/10

Exceptional

28 Feb 2026

Kevin

Great stay

10/10

Exceptional

26 Feb 2026

Rebecca

Room, view, staff and food were amazing! The pool and swim up bar was nice and we enjoyed the daytime games in the pool for adults and kids.

Partner

10/10

Exceptional

26 Feb 2026

Sebastian

Great place, delicious food, awesome services and beautiful surroundings… the beach is absolutely gorgeous!!!

10/10

Exceptional

26 Feb 2026

Maryann

We loved our stay at the Hilton Cancun Mar Caribe! Great service and lots to do!

Partner

8/10

Excellent

26 Feb 2026

Martha

Staff

10/10

Exceptional

25 Feb 2026

Ying

Perfect place!

6/10

Pleasant

24 Feb 2026

NICHOLAS D

Hilton Mar Caribe...or as I got to calling in Hilton Mar Terible (Spanish pronunciation).
⭐⭐⭐ of 5 stars (3/5) overall . Okayish location, nice main pools, but failure of the Hilton brand.

Main points for me.
--Requested, was accepted for, planned for but denied---Enclave room, because of what they called \"maintenance issue\" when in fact per the main desk, they oversold their rooms. This was a big blow to us as we had planned on using some facets of that service.
--Tiny rooms. If you're considering a normal room, they're tiny. Honestly, the bathroom area alone was about 100 square feet, the main living area was about 20 square feet. We were a family of four that was always stepping on one another in there
--Room service never replenished our fridge had to call their room service to get water, beer.
--Coffee machine in lobby was broke the whole time while staying here. On our last day it appeared to work though.
--Buffet food in the AM and lunch time was okay at best. Food was very plain, uninteresting.
--Service was great throughout though. Nice staff.
--Their entertainment staff (events for the kids, for adults, late night...) was spot-on and rocked it well. They were genuinely enthusiastic to be there and do their jobs and they did it well.

Family_with_children

8/10

Excellent

24 Feb 2026

Delores

The grounds were well kept, staff was friendly enough. The food for room service and the Buffett was not good, with the exception of the Rodizo nights at the buffet. Flame steak house was super yummy. The location was also nice.

Partner

8/10

Excellent

24 Feb 2026

Ika Rafaeli Bruno

This is my 2nd time on this property.

It is still a good property to stay. Beds are comfortable, staff were great, facilities are great too.

My comment is on the food. I think quality of food has gone down. I was looking forward to the steak restaurant but was a bit disappointed. The restaurant that we most enjoyed was the Italian restaurant (La Luce).

I hope they can train or hire a specialty chef. For example, japanese restaurant. Hire a real japan

8/10

Excellent

23 Feb 2026

Alexander

Loved our room, the view and size of the suite exceeded our expectations.

Family_with_children

10/10

Exceptional

23 Feb 2026

carolina anna

This place is fabulous! The food is excellent and the staff friendly. Rooms are clean and comfortable. Truly a joy staying there. Will return.

Family

8/10

Excellent

22 Feb 2026

Yiyi

Staff

Family_with_children

6/10

Pleasant

22 Feb 2026

David R

Resort was modern and clean. Room view was terrible. 7th floor and looked at the back of the buffet. Asked to change and nothing was available…. As a Hilton Diamond member, I was a bit disappointed as booking with Expedia appeared to work against me as I had no perks or benefits.

Family_with_children

10/10

Exceptional

22 Feb 2026

Christopher

We highly recommend this newer Hilton Cancun Mar Caribe, it’s perfect for a family getaway for sure. The resort is right on the beach with a view of beautiful sunrise from our balcony! All of the staffs are so nice, helpful and fun to be around. If you want to take a break from the beach, they have great pool staffs to entertain you with pool workout and games. Oscar, Antonio and their teammates were so great, we really enjoyed ourselves! Don’t forget to make reservations for your dinner or you can do buffet! We loved the food there at each restaurant, my favorite one was at the steakhouse 😋😋 Just go ahead and book your trip, pack your bag, bring tip money and let them spoil you! You will definitely go back 😇

Family_with_children

10/10

Exceptional

21 Feb 2026

Susana

Staff was exceptional and rooms were spotless (as was the entire resort). Enclave Room with plunge pool was worth every penny. Made for a super peaceful and relaxing vacation without having to fight for a chair at the pool. Was there Pres Week and never had a problem finding a seat at beach or pool or at the specialty restaurant. Ceviche at Chala was great and something I looked forward to each day. They could use more reservation availability at each to accommodate the amt of people at the property but for the size it never felt crazy or too crowded.

Family_with_children

10/10

Exceptional

21 Feb 2026

Alberto

What good

Friends

6/10

Pleasant

21 Feb 2026

Akshay

It was alright. Just that I paid for ocean view and they only gave me a partial ocean view. Really dissatisfied that I didn’t get the ocean view I paid for.

10/10

Exceptional

21 Feb 2026

Elizabeth

The hotel was exquisite. I loved the room, the staff was great and all of the amenities were top of the line.

Family_with_children

10/10

Exceptional

20 Feb 2026

Adelaide

Resort and room was very clean. The view from our balcony was beautiful. The restaurants were excellent especially the Asian fusion one. The entertainment was great and the staff was very helpful and friendly. Also a very family friendly resort. We really enjoyed our stay.

Family_with_children

6/10

Pleasant

20 Feb 2026

Heng

Super loud dance party music every night. Every room can hear it loud and clear, so no where to hide. Can't sleep until the party is over every night.

Family_with_children

10/10

Exceptional

19 Feb 2026

Igors

The quality of food was outstanding across all resort.

Family_with_children

2/10

Poor

17 Feb 2026

Robert

Expensive. Low qualify.

Business Family

6/10

Pleasant

17 Feb 2026

Kayshia

Staff was amazing!! Food was okay. Issues checking in did not give us the room we paid for. Had to wait 3 days to switch to the room we paid for.

Family_with_children

10/10

Exceptional

17 Feb 2026

Nicole Lynn

Gorgeous resort, clean, friendly staff. The nightlife is more family and the bars shut down at 11pm, which we thought that was early but it's a beautiful resort and no complaints.

Family

8/10

Excellent

17 Feb 2026

Debra

Clean room with a beautiful ocean view. Staff were very friendly and helpful when needed. Pool and outdoor areas were very clean and well maintained. The lunch food could be improved. Book a specialty restaurant for dinner, the steakhouse was amazing!

Friends

10/10

Exceptional

17 Feb 2026

Julio

Clean rooms with a great view of the ocean. Special recognition to Socorro in the spa. My massage was amazing. Alex and Santiago did a fantastic job making our stay memorable. Will be back soon.

Family_with_children

8/10

Excellent

16 Feb 2026

Alessandra Mac Carthy

Beautiful beach, breakfast buffet was alright small for the amount of guests at resort. Japanese restaurant not good. Usual all inclusive issues people getting all the beach chairs, restaurants all booked up. Very expensive for basic amenities.

Leisure Family

8/10

Excellent

16 Feb 2026

BRENDA BERENISE QUINTANA

Staff very good
Food excellent
Amenities good
Overall good quality

Leisure Family

10/10

Exceptional

16 Feb 2026

Mohammed

Great stay!

Leisure Family

8/10

Excellent

15 Feb 2026

Angela

We had a wonderful family vacation at the Hilton. The hotel was fantastic, the food was great, and the service was satisfactory. However, there’s room for improvement in customer service around the pool area. Our kids had a great time enjoying the pool and the kids club, and we want to give a big shoutout to the amazing ladies in the kids club!

8/10

Excellent

15 Feb 2026

Ahmed

Good room good view

Leisure Family

10/10

Exceptional

15 Feb 2026

Emily

This is our second time visiting Hilton Cancun Mar Caribe and our stay was just as good as the first time we came 1 year ago! The food was amazing and the staff go above and beyond to make sure you are taken care of. Literally, every staff member seems to be happy and enjoy working here. The entertainment team (especially Santos, Oscar, and Michelle) worked very hard to make sure you had things to do or watch by the pool or the beach. We enjoyed eating at every restaurant—but the Asian restaurant and the steakhouse (big shout out to Gerry at the steakhouse for being the best server!) were our favorites! Thank you Hilton for making our vacation so great! See you next time!

Leisure Family_with_children

10/10

Exceptional

14 Feb 2026

Ann

The place was clean and the staffs were very nice.

Leisure Friends

10/10

Exceptional

14 Feb 2026

Artyom

Everything was great. Kids had a blast at kids club and their events throughout our stay. Jennifer, Erandi, Alessa, Nicy, Dash, and Gecora played and looked after our kids so well! Entertainment team for adults kept us busy and fun too so thanks to them all!

Food was good as well we liked asian restaurant the most!

Leisure Family

8/10

Excellent

14 Feb 2026

Joseph

Clean room. Friendly staff.

6/10

Pleasant

14 Feb 2026

Deepak

The room and cleanliness were satisfactory. However, the food was quite poor, and the wait time was excessively long. Additionally, the staff lacked attentiveness

Leisure Partner

10/10

Exceptional

13 Feb 2026

Shams abed kadhim

The food was great the staff is amazing wonderful service highly recommended for everyone especially families with little kids

Leisure Family

6/10

Pleasant

13 Feb 2026

Kym Robertson

Room not cleaned properly prior to check in; water bottle behind toilet door, sticky rings over the room table. Made 2 requests for our mini bar to get more sodas and water, even though they were to restock it. Room temp didnt get warmer than 67 degrees and no way to make it warm. Bath linens rough. Food was good at specialty restaurants. Bar service good.

Leisure Partner

10/10

Exceptional

13 Feb 2026

Moses

Rooms were clean and updated, food was great!

Nestor - at the buffet restaurant was awesome.

Erandi , Dash , Nicy , Alessa and Jenn at the Kids bunch club were phenomenal!

Leisure Family_with_children

6/10

Pleasant

12 Feb 2026

Ewa Madej

Room was Okay, shower had mold. I called the service, they said ok but ever cleaned it. Room was cleaned only once in 5 days. The pool areas are small, not much place for walking. Beach is located 4 floors down, resort is on the elevation, you can take the staris or elevator to get to the beach.There is no bathroom on the beach, only one in the VIP area, and one upstairs by the pool. Food station only upstairs not on the beach, ice cream/coffee only in the buffet or café (not impressed with coffe or desserts). Beach shore is steep, hard to walk, beautiful clean water and sand, no stones, beach had no seaweed only on 1st day, afterthat not clean it.
Overall food quality mediocre. We wouldn't comeback there, this resort dosen't come close to Hilton hotel. I wonder how it got be named as Hilton resort. It's a scam.

Leisure Family

10/10

Exceptional

11 Feb 2026

Angel

Great staff and amazing rooms.

8/10

Excellent

10 Feb 2026

Carmine

Great resort clean good food

8/10

Excellent

09 Feb 2026

Perri

Food was great . Staff was nice but the lobby had a poop smell every day. Definitely has plumbing issues somewhere . The beach massage at the spa is at the pool not beach . The ocean view room we had was actually a resort/pool view . Yes we could see the ocean but were we facing the ocean? No we were facing the resort pool.

Partner

6/10

Pleasant

08 Feb 2026

Laura

We traveled here as a family and overall had a pleasant stay. The property was beautiful and well maintained. The service was great! The food was ok, but there is definitely room for improvement. The thing we absolutely loved was how the property has direct access to the beautiful beach! Super convenient and perfect for relaxing family time by the water. That said, we felt there weren't enough activities geared toward older children. Beach Bunch Kids play area was advertised for 4-12 year olds but it was more suited for younger kids. Overall it's a nice family- friendly hotel with excellent service and a great beach location, but improving the food and adding more activities for older children would make the experience better.

Leisure Family

8/10

Excellent

08 Feb 2026

Muhammad

The room was clean but the last two days I put sign for room to be cleaned and unfortunately no one came that was disappointing otherwise it was great place and nice stafff

Leisure Family

8/10

Excellent

08 Feb 2026

Ali

Resturants

Leisure Family_with_children

10/10

Exceptional

07 Feb 2026

Erick

Clean, comfort and great service

10/10

Exceptional

05 Feb 2026

Gholam Reza

Great staff and service

Leisure Partner

8/10

Excellent

05 Feb 2026

Michael John

Most everything great except too much loud music day and night. Good food and service. Rooms were dusty in places

10/10

Exceptional

05 Feb 2026

Terri-Lee

Staff was amazing! Room was spotless and the food was outstanding! I’ve been to cancun 5 times, best stay so far!

10/10

Exceptional

04 Feb 2026

Jon Michael Zak

A wonderul resort with great dining options, nightly family friendly shows, and attentive staff!

Leisure Family_with_children

10/10

Exceptional

04 Feb 2026

Sanela

Excellent service & staff.

Leisure Family

10/10

Exceptional

04 Feb 2026

Jillian

Beautiful, modern, spacious, clean rooms. Excellent food! Incredibly hard working, friendly, welcoming staff. Great beach and pool with lots of seating in sun and shade. Fun activities in the lobby and the outdoor lounge space in the evenings, as well as throughout the day by the pool.

Leisure Family

10/10

Exceptional

02 Feb 2026

indirs

Excellent place to stay. Amazing staff and very clean. They could do better in food. Overall 9/10.

Leisure Family_with_children

10/10

Exceptional

02 Feb 2026

Cody Dana

Yes

Family

10/10

Exceptional

01 Feb 2026

Dina Soufeh

We had a great time here. Staff was great, room was great & clean and restaurants were good as well. Steph at the buffet was especially great- she was able to accommodate with our requests. Highly recommend and will definitely go back.

Leisure Family

10/10

Exceptional

31 Jan 2026

Luis

It was good

10/10

Exceptional

31 Jan 2026

Antonio

Great service

10/10

Exceptional

31 Jan 2026

Antonio

Everything was perfect so professional

10/10

Exceptional

31 Jan 2026

Fiordaliza

My family and I spent a beautiful family vacation every thing here was perfect thank you hilton mal caribe

Leisure Family_with_children

10/10

Exceptional

31 Jan 2026

Rena

Wonderful stay! Very friendly staff, excellent food, numerous amenities available, clean, daily room service and resupplies of snacks and drinks. Great variety of restaurants to choose from all with excellent meals! First time with an all inclusive and would definitely do it again.

Leisure Friends

10/10

Exceptional

30 Jan 2026

Rosalba Cometa

Excelente

Leisure Family

2/10

Poor

30 Jan 2026

Matthew James

Unfortunately, my experience at Hilton Mar Caribe did not meet expectations, especially for an all-inclusive resort.

Service throughout the stay was inconsistent and often lacking. The food quality was disappointing across multiple dining options and did not reflect the standard I would expect from a Hilton property.

During my stay, the elevator servicing my room was out of order, which created ongoing inconvenience. In addition, I was double-charged for my stay. Despite bringing this to the hotel’s attention, I have still not received a refund.

Overall, the combination of service issues, maintenance problems, food quality, and unresolved billing concerns made this stay frustrating. I hope management addresses these issues to improve the experience for future guests.

Leisure Family

10/10

Exceptional

29 Jan 2026

Leticia

was very good and completely great

Business_and_leisure Family

10/10

Exceptional

28 Jan 2026

Stephanie

This was our first time staying at this particular all-inclusive resort. Everything was great, clean, friendly, excellent service. Small and intimate. Great for families and calm vibes. Only thing I would say was not spectacular was the Wi-Fi.

10/10

Exceptional

27 Jan 2026

Natalie

Yes

Leisure Family

10/10

Exceptional

27 Jan 2026

Jackiee Berlin

Room was spotless and beautiful. Amazing and friendly staff always engaging with guest and make it an amazing experience. A lot of activities to do and food as well

Leisure Friends

8/10

Excellent

26 Jan 2026

Maleeha Kiran

spent 5 days here with friends and really enjoyed it. The staff was friendly and great overall. We encountered no problems during our stay.

check in and check out
Check-in was super simple. We were greeted with cold towels and a bellhop who took our bags, gave us a ticket for our luggage, and then led us to the lobby. They asked for our passports and quickly checked us in. They assigned us a room right away and made it easy. At checkout, all they did was ask us for our room number and cut off our bracelet, which was super simple.

restaurants and bars

vela
There was a plentiful selection of options. They have a station for omelettes and fried eggs in the morning, along with other breakfast items on the buffet, a salad bar, and tons of breads and pastries. Lunch was the same, except that they had burgers and pizza. At dinner,r they brought around different meats to choose from. The only area they lacked was in the pastries and desserts, which were often dry and a little tasteless, but everything else tasted good. The service was hit-or-miss some days. The first few days, we went for breakfast, and there was no one to wait on us. The last few days, this was resolved. Samuel and Uriel took great care of us. Overalla, ll it was good.

Bars
The bar in the lobby was good; it had a lovely aesthetic, they served people pretty fast, and they did a good job. Because of the game playing in the background, performances, and the general ambience of the

Leisure Friends

6/10

Pleasant

25 Jan 2026

Aaron

Room was fine - entertainment staff me the vacation there - they are amazing ! For the rest it’s just average

8/10

Excellent

24 Jan 2026

Jennifer Rowan

We stayed in January with 2 young kids, and everyone had a great time. The food was decent, rooms were clean and modern, pools were nice, and staff were friendly and helpful. We really appreciated that the 24h cafe had healthy options—not just pizza and nachos. Knowing we could get a decent meal at any time meant we didn’t have to worry about schedules. We were able to just relax and enjoy ourselves.
We were impressed with the kids club. They had a variety of activities throughout the day, and family-friendly live shows in the evening. Our oldest begged to go every day—even though the weather was beautiful!
All-in-all, we loved our stay and would recommend it to any family looking for a relaxing getaway.

10/10

Exceptional

23 Jan 2026

Yasir S

Nice resort with a good variey of dining. Staff was curteous and friendly.My favorite restaurant was the steakhouse. It's good for a family vacation. We spent 3 nights. The kids area needs some updating and more games to keep the kids occupied

Business_and_leisure Family_with_children

10/10

Exceptional

21 Jan 2026

Dana

The pool was a bit chilly until you got used to it. Our room was clean and replenished daily to fit our needs.

Leisure Friends

6/10

Pleasant

21 Jan 2026

Mirna

The first night the water from the shower kept overflowing out into the bathroom, we called guest services and they said they would send someone, no one ever came. The concierge and guest services were not very helpful. The next day we had to ask for a room change, they were not apologetic about the issues with the shower and us requesting a room change. This made us lose a whole day of packing and changing rooms, when we could've been at the beach or the pool. We waited for a bell boy to come show us to the new room, we called twice and they never came, so we had to go downstairs and tell them to show us to our room. The new room the door handle was coming off the door. When we came back later that day our wristbands had been deactivated and the guest services were again not apologetic. They never offered an upgrade or a refund. The staff at the spa, waiters, bell boys, and valet were very nice and welcoming. But the people checking you in and the concierge were not helpful at all.

Leisure Family

10/10

Exceptional

20 Jan 2026

Neil

The whole hotel was spotless, well maintained, friendly staff. Top quality restaurants offering a wide variety of food items, the buffet was fantastic for breakfast and lunch.

Leisure Friends

10/10

Exceptional

20 Jan 2026

Maria Isabel

Yes

Leisure Family

6/10

Pleasant

20 Jan 2026

Paul

Room was clean and the staff did a nice job keeping it tidy. Small annoyances prevailed on a daily basis, though. No shower gel one day. No wash cloth the next. Minor things, but it did require a phone call to the front desk.

The property is beautiful. Well kept.

I thought the food was nice. My two travel partners had stomach issues. Not sure where it came from. I did notice many guests not washing hands after using the restroom. Also, the hand sanitizer stations located within the buffet restaurant seemed a bit finicky. Sometimes they pumped out the gel, other times not.

Making dinner reservations was a royal PITA. Standing on a long line to meet with the one person on the resort who could take reservations…not my idea of a relaxed vacation. This is despite having pad for the”enclave” upgrade.

I go to Cancun often and will likely not return to Hilton properties. There are better places for less money.

8/10

Excellent

18 Jan 2026

Christa

Good facilities and friendly staff

10/10

Exceptional

18 Jan 2026

JOSE

Very good time, everyone was

10/10

Exceptional