Hilton Tulum Riviera Maya All-Inclusive Resort

Israa Yousef

Disappointing Stay – Definitely Not What We Expected We were really looking forward to a relaxing and enjoyable vacation, but unfortunately, this resort fell far short of our expectations. The biggest letdown was the food — it was honestly one of the worst dining experiences we’ve had at any resort. Most of the dishes were bland and lacked real flavor. Even the desserts and ice cream, which looked appealing, had no taste. The coffee was also undrinkable. Service overall was very inconsistent. While some of the waiters were genuinely kind and helpful, many of the staff seemed uninterested and unwelcoming, which made the atmosphere feel cold and uninviting. The resort itself was also underwhelming. There were very few activities, and the entertainment was nearly nonexistent. We were hoping for a lively, engaging experience — but it was the opposite. It felt dull and uneventful. To top it off, the resort is seriously overpriced. The quality of food, service, and amenities does not reflect the rates they charge. We expected a luxury experience but received something far below that standard. What was meant to be a memorable and relaxing trip ended up being a disappointing experience. Unfortunately, we wouldn’t recommend this resort — it’s simply not worth what you pay.

Davide Ferrara

We just returned from nine unforgettable nights at the Hilton Tulum Riviera Maya, and I can confidently say joining the Enclave Club was worth every penny. The resort itself is stunning and well designed, the food was great, but what truly set this experience apart was the service at the Enclave. Travelling with our 20-month-old can sometimes be nerve-wracking, but every single staff member at the Enclave made all the difference. Our butlers Edoardo and Rafael were simply fantastic, always attentive and catering to anything we needed. At the Enclave pool, Catalina, Esther, and especially Hans at the bar went above and beyond every single day. Their warmth, professionalism, and kindness towards not only us but also our little one was at a level we have never experienced in any other resort. We’ve travelled to several high-end all-inclusive resorts over the years, and this one truly beats them all. Thank you to the entire Enclave team for making our vacation so special, and also to the Enclave manager (whose name sadly escapes me right now) for running such an incredible team. We can’t wait to come back.

Andrew Pearce

This resort is really very very good. Conrad next door is more upscale and chill but the rooms at the Hilton are spacious and well designed. Nice location, attentive staff and good quality food for all-inclusive. Hilton is definitely set up for families which suited us for this trip. All in all, outstanding value and a good experience. One minor complaint. Hilton wants to charge $50 US for a bottle of sunscreen in the store at the resort, so bring your own!

Doaa

This was our first time visiting Mexico, and we were truly excited. We came from far away and had high hopes for this resort. Sadly, it turned out to be a huge mistake. • The food was very disappointing – bland, low-quality, and lacked flavor. Even basic things like coffee, desserts, and ice cream looked nice but tasted like nothing. • While a few of the staff — especially some waiters — were kind and professional, overall the service felt cold and impersonal. We didn’t feel the warm hospitality we were hoping for. • The activities were extremely limited, despite what the resort’s website and promotions suggested. • The beach was not well-maintained, looked dirty, and wasn’t suitable for swimming, which was a big letdown. • Most importantly, the resort is overpriced. For the amount we paid, the overall experience fell far below expectations and definitely didn’t feel worth the money. We’re honestly disappointed and frustrated. This was supposed to be a special trip — our first time in Mexico — and the resort experience ruined it for us. Unfortunately, it was one of the most underwhelming resort stays we’ve ever had. I wouldn’t recommend this resort. There are better places out there that truly care about guest experience.

Arlene Diaz

This was my first time staying at Hilton Tulum, and while I truly enjoyed many aspects of the property, my initial check-in experience left a disappointing impression. As a Hilton Gold member, I was originally upgraded to Casa 1 at check-in. However, just as the process was being finalized, with the wristbands already prepared, I was suddenly downgraded. I later found out that another guest had complained about not receiving an upgrade, and rather than explaining that upgrades were limited, the supervisor (Astrid) reassigned my room without transparency. To make matters worse, I was told I was being “upgraded” to a full ocean view room. Unfortunately, when I arrived at the room, there was absolutely no ocean view in sight. I’ve included a photo from my balcony to show the actual view. I would have appreciated honesty over being misled, especially at a property of this level. I did raise the issue with the staff, and to their credit, they offered to move me to another room of the same category with a slightly better view. I declined, not because of the room itself, but because the trust was already broken. The issue for me wasn’t the downgrade, it was the deception at the front desk. That said, I want to acknowledge the rest of the team: the service throughout the hotel was outstanding. Staff at the restaurants and other areas were warm, professional, and genuinely attentive. The buffet was average, but the specialty restaurants (which require reservations) were better. Ultimately, while much of the stay was enjoyable, I likely wouldn’t return due to how poorly the check-in situation was handled. It’s unfortunate, as the hardworking staff elsewhere on the property truly deserve recognition for creating a wonderful atmosphere.