Nestled behind a mangrove preserve and set on 100 acres of Mayan coastline, our all-inclusive resort features 12 all-inclusive dining experiences, a 6300 sq. m. indoor-outdoor convention center, health club, plus kids and teens clubs. Drink in ocean views from our suites and spend sunny afternoons in our two pools. The airport and Cancun's Hotel Zone are within 20 minutes.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
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The Hilton Cancun is often celebrated for its vibrant atmosphere and comprehensive amenities, including a variety of dining choices and activities suited for guests of all ages. While rooms win points for their modernity and cleanliness, some guests have issues with soundproofing and AC.
The staff's attentive service garners acclaim, yet value concerns arise with hidden costs and the price-to-experience ratio. Despite its secluded and secure location being a hit among families and groups, a few guests suggest improvements in room assignments and activity information dissemination.
Location
Secluded
Atmosphere
Lively
Rooms
Modern
Value
Expensive
Cleanliness
Immaculate
Service
Attentive
Amenities
Top-notch
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We had a wonderful 5 night stay at the Hilton Cancun. The doors and drinks were good. The best service was by Mateo at the Vela buffet. He was so attentive and made sure we had everything we needed and even gave us drink recommendations. We were celebrating two birthdays and he made sure the make them special with birthday cakes. Thank you Mateo!
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Date of stay: August 2022Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Aug 23, 2022
Dear Vanessa, Thank you so much for choosing us. We are happy to read you had such a wonderful time at Hilton Cancun. Mateo is an amazing team member! We are certainly looking forward welcoming you in the near future!
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It was great to be welcomed back to this resort after our initial Nov visit. We enjoyed the many improvements that have been made: food carts around the pool such as ceviche (my favorite!), seafood, burgers, etc., nightly entertainment in addition to the shows included silent DJ and live music/dancing, music during the day at the pool and more. There is an 8:30 show that we didn’t make because our dinners were at 800, but we enjoyed the live music. As did other guests because many were requesting “MORE!” When they would finish around 10:45.
We were Met with familiar faces who recognized us, welcomed us and went out of the way to make sure we were having a great stay or just to say hello: Alejandra from the minute we made our reservation, Fernanda (Fer) from the entertainment staff- the sweetest, Chef Michel, Laura in the lobby bar who would always be sure to say hi, wave and send a friendly smile from Across the room! Some new staff who went above and beyond this time were: Wendy from the concierge team who despite always helping guests, she never failed to greet, wave, send a friendly smile, Francisco at la Luce, Deborah and Anita who did incredible Couples massage and Luis and Veronica who hustled all day by the chill pool with their incredible service and attentiveness. One of our favorite places was to sit for “happy hour” at the Maxal bar and the servers there were top notch. The bartenders at this resort are different than the typical all inclusive service you get where they quickly mix some mediocre mixer with a type of liquor. Everything is made to order, carefully mixed, using top ingredients, stirred or shaken to perfection! We mentioned that it was our 10th anniversary and were delivered strawberries and champagne to the room and a piece of cake at dinner at LaLuce that evening.
It’s no secret that this is not a resort for true beach lovers who are looking to enjoy the beach/ocean due to the sargassum. Every review clearly states that so it’s important to do your research. The team is working hard To shovel and tractor it away but nature is working 10x as hard. We look a day trip to isla Mujeres and got our beach fix in that way :)
Being there are so many guests using the pools, the pool staff who is usually walking around should be attentive to the need for cleaning, removal of debris, film and hazards such as the white piping/lining that is coming off.
Overall, if you are looking to be wined, dined and relax with incredible food, beverage and service, this is the resort for you! After 5 nights, we wished we had more To repeat some of the restaurants! Until next time…. Thank you George & Alejandra for having us back!
Lauren Sullivan
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Date of stay: July 2022Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Aug 23, 2022
Dear Lauren, Thank you for staying at Hilton Cancun, an All-Inclusive Resort and for taking the time to provide your feedback, it will help us to detect areas of opportunity so we can improve the guest experience. We look forward to making it right!
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Our stupendous visit began with a very warm and courteous welcome by Daniel, who took care of our bags, followed amazing sanitation guidelines and took us to the front desk. The receptionists were kind, patient and promptly took care of us, and were simultaneously handed organic cranberry cold teas which were absolutely lovely and inviting. We were guided to our rooms by Daniel who kindly gave us a tour of the main points of the hotel. Our rooms were beautifully presented, kept clean and picked up by room service; the showers are huge and incredibly refreshing with a large rain shower spout (love their huge hair product provisions and body lotion!); everyone is so endearing and friendly, from Pedro who always looked out for us on the beach, to Roger who made the absolute best hamburgers and fries poolside/beachside cart, to the waiters in the Asian Sunan restaurant who blew up balloons for the children—we nearly the entire menu, and our waiter never tired in happily attending to our large family; there were such energetic fun hotel staff who kept the children highly entertained by the pool everyday. The ambience was festive yet expansive enough to lay be beach and feel removed from world, and able to relax and rest. My boys had so much fun playing volleyball with other guests; everyone felt so at ease. The Christmas festivities: concerts, circus and shows were lovely, albeit, I must admit some singers were not the best, I’ll still rate the experience highly, because the flutist on Christmas Eve was spectacular and the music in the lobby in the evenings of Dec 25-26 were enchanting! LOVED it….Yuridia in the Azulinda lobby was always greeting us with a smile and never let too long go by to check if we wanted anything. My boys loved their waiter in the taqueria of Maxal; we live in Mexico and have eaten authentic cuisine. I have to make sure and counter other reviews who said the food was horrible—this hotel’s food was excellent. La Luce was my favorite! But I enjoyed most of it….for a first time in Cancun area, and first all inclusive—we would easily stay here again! Thank you to the amazing staff—-you all did a phenomenal job!
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Date of stay: December 2021
Value
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Feb 15, 2022
Dear Hokiebear, We're happy you had a fantastic time with us! Thanks for your trust, we're thankful for amazing customers like you. We hope to see you again soon! George Stanfield, Managing Director
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I stayed at this hotel during August and had a remarkable stay. We stayed as part of a family and found the experience to be first class throughout. The rooms are modern, with large televisions, satellite TV and Wi-Fi that was always reliable, fast, and reached throughout the hotels and pool area. Whilst the hotel is situated on its own, the facilities are very good and everything you need is on site.
The buffet restaurant is very good with a wide variety of choices although we generally ate in the speciality restaurants each night. The app is really easy to use and makes the experience very smooth and ensures that you can plan your meal options without any problems. All the restaurants are very good quality, with lovely décor, great service and a wide selection of food. They are all individual in their own right with a varied menu but have the consistency of nice staff, prompt service and a friendly atmosphere.
The gym is modern, very well equipped and I always found the staff friendly and approachable. The equipment is all state of the art and well maintained and clean.
I have stayed in All inclusive hotels previously but what sets this hotel apart from the others was the bar service was always prompt and the selection of premium band alcohol was extensive. The Lobby bar was always busy but you never had to wait too long for service. One evening we met friends in the Lobby and the drinks were constantly replenished without asking and the service was efficient and more importantly friendly.
The pools are very nice, face onto the beach and is immaculate. We used the adults pool every day and had no issue getting a sunbed. The adult pool has a nice feel about it and the food carts around the pool offer a great a variety of high-quality bar snacks. What really made a difference here however was one of the pool waiters who served us each day. Pedro Kinil looked after us each day with great service, a positive friendly outlook and you really felt that he wanted us to enjoy our holiday. He made sure we always had water, towels and his service was attentive without being overbearing. He is clearly very proud of the hotel and wants to do the best for the guests, but he is also very proud of Mexico and his family and through speaking with him we learnt about their traditions and culture. He really made us feel comfortable and his service and friendship made us feel relaced and welcome.
Overall this is a great resort where the rooms, food and service are of the highest quality. The hotel does its best to ensure that you have a great stay and the experience is first class. We will be back.
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Date of stay: August 2022Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Nov 10, 2022
Dear Martin, Thank you for taking your time to share your great experience with us. We are extremely glad to hear we were able to spread the light and warmth of hospitality with you. We hope you have the choose us in the near future to create new & wonderful memories.
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Amazing resort, we had an unforgettable first holiday since COVID. Not all guests wore masks, however we still felt safe as the resort did not feel overcrowded and was very clean and spacious.
All staff we came into contact with were excellent, especially Jorge & Yarali at the pool area, Jonathan at concierge and Antonio at Auma restaurant.
Rooms were lovely and clean & fridge was kept fully stocked for the whole of our trip. We had a resort facing room which was still great & could watch the sunset from the balcony when the sun had left the pool areas in the afternoon.
Food is out of this world!! Such amazing quality, only downside is the buffet is so small (not sure if we have been spoilt with larger resorts in the past) we were here for 10 nights, only 3 of the other restaurants were open so for guests staying for a long trip you could do with another couple restaurants.
A little disappointing that the hotel shop was not open yet, we was not aware of this prior to arrival. Beach area was very average, resorts pictures of this are misleading.
We had a free Antigen COVID test whilst here to get back into the UK, there was abit of a queue even though we pre-booked our appointment, however is great that they offer this FOC.
We had never stayed at a Hilton outside of the UK before so this might be a little naive of us but the hotel did not have a Mexican atmosphere at all - could be because it is new resort maybe, however if you are looking for hotel with a Mexican vibe I would book elsewhere as at this hotel it felt as though we could’ve been anywhere as it did lack character.
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Date of stay: December 2021Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alejandra Vela, Guest Services / Front Office at Hilton Cancun, an All-Inclusive Resort
Responded Dec 28, 2021
Dear 106paigea We inform you that we have carefully read your comments and would like to thank about giving us the opportunity to have your views on our services, your perceptions are a valuable tool of feedback for us. It is gratifying to hear that you enjoyed your stay in our property and that the staff, rooms, and food were of your liking! Until next time! Alejandra Vela Guest Experience Manager
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Stayed at Hilton for 10 nights 10- 25 January , being a brand new hotel all the facilities were of a high standard. All the staff were very pleasant and provided a first class service. Special shout out to Carlos at the quiet pool who provided us with a continuous flow of drinks, water waiting at our sun beds when we came back from our morning walk. Then the cocktails throughout the day.
The hotel wasn’t at full capacity during our stay so the buffet restaurant wasn’t open at night. There is a Mexican , Steak & Italian restaurants that we used during our stay. Italian was our favourite out of the three, small gripe if you are not a fish lover the menus are limited and could become a bit repetitive if you were staying for two week. You must book a table by using the app on your phone and access the menus using the app ( not a fan of this) you can get a paper copy but for some reason they are not keen on giving you one.
We used the quiet pool most of the holiday but there were a few days when a couple decided to bring down their own boom box ( size of a small suit case) which was played at a high volume and drowned out the background music at the pool. The music was all so very offensive as it was rap music which had a lot of swearing in it. This should have addressed by pool management , the saving grace was the stuff they were smoking obviously made them tired as they never lasted that long.
At check we had a bill for drinks which we never purchased , we bought special cocktails during our stay which we paid cash for, there were drinks on the bill that we never purchased.
Apart from these two issues - would we return , in a heartbeat.
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Date of stay: January 2022
Location
Service
Sleep Quality
Room Tip:Sit back, chill and enjoy the first class service.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Feb 17, 2022
Dear billydB5150LW Thank you for your wonderful review. We are so glad you enjoyed your stay and look forward to welcoming you back soon! George Stanfield Managing Director
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The room and restaurants are great, but the service was not what we expected. We called the concierge for water at 9 pm and they delivered the water at 12:30 am. We asked for our dog's pet bowl on our first day and asked them 3 times (in-person & call), but they never delivered it. They also charged us for the refundable deposit after we confirmed with them 3 times to make sure that it is a refundable deposit, We decided to wait until we check out to see the change in our statement, but it never happened. They acknowledged their mistake with this overcharge when we were checking out and gave us the updated receipt. It's been 3 days since we came back from Cancun and we still don't see any refund in our statement nor any response from them. Not what you expected from a 5-stars hotel.
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Date of stay: March 2022
Rooms
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Apr 5, 2022
Dear T1814LOstacyc, Thank you for choosing us and for taking the time to share your comments. We appreciate your feedback since it helps us improve our service. We hope to see you back again soon so we make it right! George Stanfield, Managing Director
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My boyfriend and I stayed here for 2 weeks and it was amazing from start to finish. The hotel itself is beautiful, and so modern. The rooms were spotless and had everything we needed, including a mini bar which was re-stocked every single day. There’s such a large variety of places to eat to choose from, 3 of which you have to book reservations for. I read reviews before coming here that people struggled to get reservations however I actually found this really easy, as long as you book 1 or 2 days in advance! The hotel is run via a website which is so easy to use, and this is how we made all of our restaurant bookings. We also loved that to access our rooms we used our wristbands as opposed to a key card that you had to carry around! We enjoyed the food at every single restaurant, including the buffet which had loads to choose from. The pool area is beautiful, with a bar right next door to it. I believe there are at least 2 large pool areas. We always went to the pool which didn’t have the play area or slides for the children, however that pool looked amazing for family’s. The hotel is literally right on the beach so you have an amazing view all day while you sit at the pool. The only downside to this beach (which isn’t the hotel’s fault) is the seaweed. There are staff working tirelessly every single day to clear the seaweed, however it comes back within a few hours! One of the best things about this hotel is the staff, they are all so attentive and friendly, they literally cannot do enough for you. Whilst you’re laying by the pool, throughout the day the waiters come to take your drink orders where they’ll make pretty much any drink or cocktail you want, and they bring it to your bed! Every single staff member we spoke to were so friendly and really looked after us. We were asked at check in if we were celebrating any special occasions, and told them that it was our anniversary. Later that evening when we got back to the room after dinner, they had laid out a bottle of wine and some delicious chocolate covered strawberries. Such a lovely thoughtful gesture! There is also great entertainment at the hotel for family’s, which even my boyfriend and I enjoyed most nights. Overall I honestly can’t fault our stay, it really is 5 star and was worth all the money we paid!
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Date of stay: July 2022Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Aug 5, 2022
Dear Elena, We want to thank for sharing your great experience with us. I am glad to hear we were able to exceed your expectations about our All-Inclusive, which is definitely one of the best ones in Cancun! We are looking forward welcoming you in the near future,
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Stayed here for our family vacation (traveled w/ a 5 and 13 yr. old) and thought we’d have a pleasant experience based off of past experiences with Hilton.
The check-in process alone was a tedious process. It was almost like you were buying a used car! A lot of unnecessary talking! We were told to go to another desk to make our dinner reservation, to be told there were no reservations available. And that’s that we called days before arriving, and was told we couldn’t make any dinner reservations until we were checked in. Unfortunately, that wasn’t the case
The rooms alone were very nice, spacious, clean and well designed. If this review was solely based on the room itself, I would’ve given it a 5 star review.
The food at this “resort” was HORRENDOUS!!! The was nothing to rave around and my kids and I went to bed many of nights just off of nibbling on things from the buffet. The pool side food options were not any better. We thought we’d give room service a try, and waited over 2 hours for our food to be delivered to the room, to be given a plate of food that appeared to re-warmed in the microwave. We thought I was just us, but it appeared a number of guest were disappointed by the room service, but the amount of food left in the hallways. However, the only places we found to be good and fulfilling was Suna (the Asian restaurant) and the grill inside the buffet on seafood night. Everything else was very disappointing. I’d also like to add that the food options for children are nonexistent, as one would think they’d have better food options for children if they’re marketing themselves as a family friendly resort. I saw a number of sad children’s faces, as nothing looked satisfying to them.
There was nightly entertainment at the amphitheater that seemed very amateur. After that there was really nothing left to do but go to the bar to have watered down drinks. Although the bar service was spotty, I think they used “magic liquor” as I had several drinks but never seemed to get a buzz.
Lastly, the customer service here was also HORRIBLE! The workers had no clue where things were when asked, and even said “I don’t know where that is…I just come straight to my area and start working.”
Hilton should have left the “resort” title off of this location and called it a hotel, because this is clearly not a resort. If you’re traveling with your family, I would not recommend this hotel.
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Date of stay: June 2022Trip type: Traveled with family
Room Tip:Avoid this resort if traveling with children or if you’re looking for a real “all inclusive resort”
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from George Stanfield, General Manager at Hilton Cancun, an All-Inclusive Resort
Responded Jul 15, 2022
Dear BWAJ, Thank you very much for taking the time to share your experience and expressing your concerns on TripAdvisor. We are saddened to hear about the discomfort during your stay and that we were not able to meet your expectations. We appreciate your comments as they help us to identify areas that we can continually improve. I wish that you would consider returning to our property so we can turn this experience around, and I can assure you we will stride to exceed your expectations in the future. Respectfully,
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Check-in: Upon arrival, we had to wait for a while to be checked in. We had requested an upgrade that we didn't get (reasonable, given the high season). It's not that the line was long, it's that it took forever to check everyone in.
Room: No meaningful separation between the room and the bathroom. Every bathroom sound could be heard in the room (awkward!). You could also see the profile of the person in the bathroom stall from the room. Views were nice and beds were comfortable.
Food: Absolutely a lowlight. WIthout reservations, only one restaurant is open and the food is pretty mediocre, especially if you have it for every meal. For room service, they insist that you use some phone app that they came up with. I don't know about others, but I go on vacation to try to spend less time on the phone. I'd understand it being optional, but they were pretty adamant about refusing to deal with us and forcing us to use the app instead.
Pools/beach: Unremarkable. Nothing terrible but nothing exciting about them either. Few people swam in the ocean. To their credit, they did a good job getting rid of seaweed.
Covid: They did not enforce inside masking (other than to walk into the restaurant, upon which everyone duly took their masks off). Not surprisingly, we got Covid. Other people tested positive for Covid too while we were getting our results. I don't fault them for a pandemic, but even leaving aside their lack of mask enforcement, the way that they handled it was awful. They called a security guy to escort us back to our room through a maze of employee-only areas to "avoid alarming other guests". The security person did not know the way, so we ended up taking forever to get to the room with a kid who was feeling awful. They then asked us not to leave the room until is was time to check out (reasonable) and, at that time, call to be escorted out. We called and waited and waited and waited and nobody showed up. We called again and their phone system had collapsed. We just left ourselves and will never, ever be going back.
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Date of stay: December 2021
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alejandra Vela, Guest Services / Front Office at Hilton Cancun, an All-Inclusive Resort
Responded Jan 7, 2022
Dear JustARegularJoe123 We would like to thank you for taking the time on sharing your comments regarding your recent stay with us. Your concerns are very important to us and I want to extend my most sincere apologies for the inconveniences you experienced throughout your stay at Hilton Cancun, an All Inclusive Resort. As a new property, we are taking into consideration all the constructive feedback we are receiving from guests, who take the time to share with us your experiences, both positive and areas of opportunity; there is certainly much improvements we need to be aware of, and we aim to consider your comments in order to make it right for our guests in house and future guests. Hopefully we will have one day the opportunity in the future to host you and your family and create great memories and to redeem ourselves. Knowing that we will continue to improve day by day to insure what our Brand requires on all expectation levels. Alejandra Vela Guest Experience Manager
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There are more places to choose from in the Cancun area.
PRICE RANGE
$295 - $485 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
715
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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