Hilton Cancun, an All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5013 reviews

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  Great for kids!

  We loved the hotel. Breakfast was one of the best we’ve ever had. Steakhouse was amazing for dinner. Kids pool was great and our daughter loved the kids club. She spent half her days there playing with Arge, Nath, Dixie, Rubi, Gris, Pau Eli and Fanny. They had activities all day!

  Jan 16, 2026
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  Fun

  Everything was great food. The people really make this place like our server. Blanca Vega would highly recommend this place.

  Jan 15, 2026
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  Somewhat disappointed

  Our family stayed for 7 nights over Christmas. Upon arrival, reception informed us we would be given a suite with a swim up pool, whereas we had deliberately booked through the Hilton site a suite without one. When presented with the agreement about occupants needing to be over 10 y/o for the swim up suites, and my alerting the staff to the fact my son was under aged for this, the receptionist encouraged me to sign the agreement anyway. Not only was safety being potentially comprised against Hilton's own guidance, but also galling was that on the website, the price for the swim up suite was around USD 50 lower per night, so we were effectively downgraded from our booked suite. Similarly to recent reviews, we found that available sunbeds were in scarce supply. We used the main buffet restaurant for nearly all meals. Front of house here were generally pleasant and efficient. On a number of occasions, our ordered drinks at lunch and dinner were slow to arrive or we had to repeat our requests. Drinks at the bars were not as we had hoped. My pina colada and margarita mixtures were pre-made and poured from a plastic container. Cleanliness is to a high standard and we all enjoyed the family pool. Fellow guests were generally good-natured. Although we would consider returning to Cancun, we would choose to stay elsewhere.

  Jan 15, 2026
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  Wonderful stay with a few suggestions for improvement

  We recently stayed at the Hilton Cancun All-Inclusive for a full week, where it was overall an enjoyable experience. We never left the property (although shuttles are available if you want) because we had everything we needed and loved being at the resort! The rooms were spacious, and the bed was very comfortable, although we found the pillows less so. We also appreciated the in-room minibar and the daily restocking, which was a really nice touch. We chose not to have an ocean-view room, which was one of the best decisions because: 1. It was much quieter on that side of the building, and 2. We were able to enjoy the sun at the pool all day and then go to our room to watch the sunset each evening from our balcony. The food was very good. We loved the variety of options and restaurants, especially the steakhouse. The coffee shop in the lobby was a standout with truly great coffee and such a nice place to stop by each day...often multiple times a day! The lobby was beautiful and was a great place to hang out. The pool area was well designed with both a quiet pool on one side of the resort and a more lively one on the other. The first week of January, after the holidays, was a great time of year to visit in terms of availability, as there were always plenty of pool chairs, and restaurant reservations were easy to get. I would also say this is a very family-friendly resort, but still suitable for child-free couples. There were a few downsides worth mentioning. The bathroom design offered very little privacy, as there is only glass that separates the bathroom from the rest of the room. We also noticed some cleanliness issues in the room, including what looked like mildew or mold buildup in certain areas. We understand this can happen in humid climates, but it felt like something that could be addressed more consistently by housekeeping. It is worth mentioning that when we brought this up with the front desk, they promptly took care of it. The beach itself had a significant amount of seaweed during our stay, so this is probably not the best resort for someone prioritizing a classic beachfront experience. There was also construction happening along the beachfront during our visit, which did disrupt the overall atmosphere at times by the pool. When it came to making requests with the front desk, either aspects of our requests were overlooked, or it took a long time for them to be fulfilled. For example, waiting over an hour for a bottle opener (eventually, we just asked housekeeping outside our room for one), or requesting a robe and slippers, only to receive just the robe. Not a huge deal, but honouring requests like these is important for a resort that advertises itself as a 5-star. There were also some inconsistencies with drink orders, where ordering the same drink multiple times often resulted in different versions each round. The most consistent and best drinks can be found at the hotel lobby bar. A few small additions would really elevate the experience. Lounge chairs on the balconies instead of small chairs would make the outdoor space much more usable. More nighttime programming or shows would be welcome, as evenings felt a bit quiet. Additional yoga classes at different times of day would also be great. Finally, we would love to recognize some of the staff who truly made our stay special. Fernando at La Luce was very attentive and kind. Elvis at Auma made this spot our favorite restaurant of the trip. Nancy, by the pool, made sure we were well taken care of. Raymundo at breakfast always helped us have a great start to our day. Alain at the taqueria was super friendly and welcoming. Alejandro at Sunan also took great care of us. Lastly, Tamara at the coffee shop was also always welcoming and made an excellent cappuccino! There were other staff who deserve a shout-out, but we unfortunately did not get all their names. Overall, we had a very positive stay thanks largely to the staff, the comfortable rooms, and the great food and amenities. With a few adjustments, especially around room maintenance, beach conditions, and evening activities, this could be an outstanding resort experience.

  Jan 14, 2026
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  A tale of 2 holidays

  We arrived on New Year's Day and everywhere was packed. No Towels, lack of bottled water, no Sunbeds and Restaurants had no availability for booking. The check in experience felt chaotic, with little room to queue. We thought about changing holidays. Then a few days later The place quietened down and our opinion changed. We have now been to all the restaurants multiple times. ( favourites being Aumas and Mexal) The thing the hotel have not got right is the evening entertainment. Not much happening apart from the odd musician around the lobby bar and a few events in the amphitheatre. Overall food is great and credit to the all the bar staff, who make the best premium drinks. The service from the waiters round the pool and restaurants/lobby is very good. Room is of a high standard, Shame they do not provide Hilton bath robes in the room. The beach got washed away in one of the storms so not much seating there. Like alot of the beaches in the Yucatan they do suffer from daily seaweed, although they do work hard to clear it everyday. Special mention to Marcelino, from the Mexal restaurant who gave excellent service, kept our glasses filled up all night , and getting us coffees and baileys after the meal making it our best restaurant experience.

  Jan 14, 2026