Hilton Cancun, an All-Inclusive Resort

I recently had the pleasure of staying at this all-inclusive hotel in Cancun, and it truly exceeded all expectations. The breathtaking views and beautifully appointed rooms made for an unforgettable experience. The staff's service was nothing short of outstanding. A special shoutout to Mayra at the front desk and Juan. They both went above and beyond to ensure we were well taken care of. Juan is one of the servers, he truly made a great impression and always went above and beyond. Juan not only paid meticulous attention to detail but also remembered our drink preferences from the first time we dined at their restaurant. His dedication ensured that every moment of our stay surpassed our expectations. A five-star experience that I highly recommend!

This felt like this hotel was your run of the mill local beach hotel on the East Coast. Got the job done but nothing special. Two of the restaurants were tasty. They still have a lot of work to do to make processes more operationally efficient. It shouldn’t take four hours upon arrival to get a room. You shouldn’t have to wait 30 minutes at a taco or burger line to get lunch. The place was kid friendly, and for the most part clean. However, it always left us wanting more and disappointed. The reception staff were not hospitable or welcoming and didn’t provide the information necessary.. It just felt like a run of the mill, average hotel. We wish the reception would have communicated better upon arrival. At no point were we told that we had to scan the back of our bracelets to get hotel information. No one told us there were three pools and even when we asked a staff member, they told us the only pools were the ones by the kiddie area and accidentally stumbled on the south pool. We were not informed that we had to keep the do not disturb sign up so we wouldn’t be surprised by a staff member randomly. We were not told we had to make reservations for dinner. If you’re looking to come during the winter, look elsewhere. The pools were freezing, which was extremely disappointing, especially for a kid friendly resort. This honestly was the straw that broke the camel’s back for us. We spent thousands of dollars to experience a freezing cold pool that you couldn’t swim in comfortably. They kept blaming it on “ambient weather”. The weather outside was 78 degrees f. I truly wish they even tried to show they cared but every time I asked a staff member for anything, they gave attitude. The resort overall was boring and didn’t have much culture or vibe. Pros: clean and kid friendly. For three days in row I had a worker randomly walk into my room without my consent and scare me. On all of these occasions I was not dressed properly and felt so violated. For this reason alone, I would not recommend this hotel to anyone. This was not only my experience, but the overwhelming opinion of other couples and family’s at the resort.