Hilton Cancun, An All-Inclusive Resort

Rachel Stinson

We have been repeat visitors to the Hilton Cancun, and we have always enjoyed our time here—especially thanks to some of the incredible staff. The service around the pool was excellent. Pedro Kinil is the best. He is extremely attentive, has such a strong work ethic, and is consistently friendly, he really made our days by the pool fun. Veronica also gave warm and attentive service and went above and beyond to make us feel special. Bar service throughout the resort was great. Ernesto was consistently friendly and always great to see, and Baldemar was personable and accommodating. We also really enjoyed the lunch options by the pool, especially the burger and taco carts. Every à la carte dinner we had was delicious, and the steakhouse had great service from Pedro. After dinner, the lobby service and drinks were a great way to end our evenings, especially thank you to Rocio who had a great memory of our favourite drinks! Overall, the Hilton Cancun is a great experience, and the attentive service from some of the staff is a big reason we keep coming back.

Sailaja Chikkam

The resort property itself is absolutely beautiful and very well maintained. The entire place feels luxurious, clean, and relaxing, and that was definitely the highlight of our stay. The food overall was okay — not bad, but not exceptional. One area that really needs improvement is the restaurant reservation system. Booking restaurants was quite frustrating as it kept throwing errors, so we ended up dining at the walk-in restaurants most of the time. Additionally, the beach could have been better in terms of overall experience. If the booking process and beach experience were improved, the stay would be much more enjoyable.

Melanie Taylor

Forget everything you thought about all-inclusives!! When the FAA forced the cancellation of air travel and our trip to The (Hilton Grand Vacation) Crane Barbados, we had to pivot to an alternate destination. We were able to land a reservation at the Hilton Cancun (All-Inclusive). Maximilliano handled our check-in to perfection finding us connecting rooms and ensuring our upgrade. The rooms were spacious and beautiful. The guys golfed for a reasonable price and the girls had a spa day which was a little on the spendy side, but included leisure time in the hydro-therapy space. This is a fantastic family property with a wonderful kids pool, kids club and outdoor play area. We didn't find a restaurant we didn't like, including the buffet. Favorite was the Italian restaurant (La Luce) and the tacos while poolside dining :-) We also really enjoyed the all-inclusive beverage service and room service that were all included. Our least favorite was the steak house (Auma) where the steaks were just average. Monica at Guest Experience can help you with most anything on-site. THINGS TO NOTE: This hotel is not in the hotel zone and not easily accessible into Cancun proper. They do offer a shuttle into town, but you are on your own coming back. Also and unfortunately, there is no longer a beach as shown in the pictures, as it's largely been consumed by erosion. I strongly encourage Hilton to update their website/pictures...as the beach is really no longer an amenity for the property. So, we are a 5-rating across the board and thankful the property was available to save our family vacation. Thanks Hilton...for the Win!

Miriam Chan

I stayed at Hilton Cancun for 3 days and 2 nights, and this was one of the worst experiences I’ve ever had at a Hilton property. As a Diamond member, I expect a certain level of service and quality, but this resort failed on every front. Check-In: We waited in line for 20 minutes, only to be moved to another counter with no line. Why wasn’t this offered immediately? Poor organization and zero consideration for loyal members. Room Condition: Our suite (3016) had a broken dining table. This is supposed to be a 5-star luxury resort—how does a suite have broken furniture? Completely unacceptable. Service: Every restaurant visit was frustrating. We sat down and waited at least 5 minutes before anyone even asked for drinks. Staff seemed indifferent, and we felt ignored every single time. Food Quality: The food was mediocre at best. After two meals, I stopped looking forward to dining. For an all-inclusive resort, this is a huge failure. Housekeeping: Requested room cleaning twice, waited over 3 hours, and had to call again before anyone showed up. This is not luxury service—it’s worse than a budget hotel. The Only Positive: The bartender was the one bright spot. He was professional, attentive, and his hard work truly stood out. Hilton should take note—this is the level of service guests expect. Hilton markets this as a luxury experience, but it felt like a 3-star property. Poor service, broken furniture, bad food, and zero attention to detail. Hilton should be embarrassed to put its name on this resort.

Aarti Pillai

Would have been suitable as 200 odd room conference hotel rather than an all inclusive. Food - very average, just mounds of food with loads of oil/butter , salt and pepper mostly. Hardly any flavour which really dampens the mood when you are in for 8 days. No taste consistency in the fine dine restaurants at night. Liquor - sub par. All the cocktails tasted worse than a 2 star. Just not enough pool chairs. We had to wake up at 6ish in the morning to get anything. This was supposed to be a vacation. For kids club, the good thing was they also had a 6.30 to 9 pm which was great. However they have a limit of 25 kids which means again you need to stand in a line much earlier to use the kids club and predominantly we weren’t able to get in. After 2/3 days we stopped trying. Absolutely 0 nightly entertainment at the hotel. Next to no music in the pool area. I would rate the entertainment in the hotel a big fat zero as there was simply nothing to do. And they don’t have a swim up bar in the pool, which I thought was a must for an all inclusive. Overall I’m never coming back and will strongly advise others to explore other establishments. I had high expectations of a luxury vacation under the Hilton brand name but was sorely disappointed. The service was also really sub par. We generally tip at the end of the service as a thank you for a job well done. But here we tipped from the get go to get some kind of service. As south asians I could see the clear racism in how service provided was obvious lower than others. The one good thing, it’s clean.