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Reviews of Hilton Cancun, an All-Inclusive Resort

4.5 out of 5
Hilton Cancun, an All-Inclusive Resort
Highway 307, Cancun, QROO

Reviews

8.6

Excellent

Rating 10 - Excellent. 1492 out of 2527 reviews" "
Rating 8 - Good. 536 out of 2527 reviews" "
Rating 6 - Okay. 246 out of 2527 reviews" "
Rating 4 - Poor. 137 out of 2527 reviews" "
Rating 2 - Terrible. 116 out of 2527 reviews" "

9.2/10

Cleanliness

8.8/10

Staff & service

8.8/10

Amenities

9.0/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

10/10 Excellent

Anuj, Twinsburg

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved this place! Both the adults and the kids had a blast. Plenty of activities to do or just relax by the pool. The staff was awesome too.
Stayed 5 nights in May 2024

10/10 Excellent

Seongho, Hoschton

Liked: Property conditions & facilities
Everything was perfect.
Stayed 5 nights in May 2024

10/10 Excellent

Adam

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best all inclusive I have ever stayed at! Hands down luxurious experience!
Stayed 3 nights in Feb 2024
Response from Hilton Cancun on May 23, 2024
Adam, 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,

10/10 Excellent

Paul

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Went with wife and littlw one. This hotel is good for families
Stayed 3 nights in Apr 2024
Response from Hilton Cancun on May 23, 2024
Paul, thank you so much for taking the time to share your experience with us. We are happy to learn you had such a wonderful time with us and truly hope to see you back again soon!

10/10 Excellent

Curtis, Summerville

Traveled with partner
Liked: Cleanliness
It's a beautiful hotel. The staff, the drinks and the food was delicious. The only thing that I didn't like was the bathroom in the room didn't have enough privacy.
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 22, 2024
Curtis, thank you so much for visiting Hilton Cancun. We appreciate your feedback and we are thrilled to learn you had such a lovely time with us. We hope to see you back again soon!

10/10 Excellent

Cristina, North York

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 23, 2024
Thank you, Cristina

10/10 Excellent

Autumn

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a great hotel!! The staff were very pleasant and always available, transportation was easy to coordinate, and the food was good! The only downside is, if you’re interested in traveling downtown, it’s a bit out of the way however the hotel itself is very secure. I also wish they had more fun activities for adults to participate it but what was available was still lovely. Would definitely go again!
Stayed 4 nights in May 2024
Response from Mika on May 21, 2024
Thank you so much for your comments :)

8/10 Good

Tracie N

Liked: Cleanliness, property conditions & facilities
Didn’t get the oceanfront that I purchased just a pool view room
Stayed 4 nights in May 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
Hello Tracie NThank you for dedicating your time to review your stay at our resort. Your effort in sharing your experience is greatly appreciated.Every comment from our guests holds immense significance for us. Guest feedback is a cornerstone in our efforts to continuously enhance and provide our guests with exceptional experiences.Warm regards, #HiltonCancunTeam

10/10 Excellent

Khulood Al

Liked: Cleanliness, staff & service, property conditions & facilities
Thank you for all people working there. All are anazing.
Stayed 3 nights in May 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
Dear Thank you for dedicating your time to review your stay at our resort. Your effort in sharing your experience is greatly appreciated.Your feedback will act as a source of inspiration for our team, propelling us to persistently work with fervor, guaranteeing that our esteemed guests have a delightful and unforgettable experience in our care.Warm regards, #HiltonCancunTeam

10/10 Excellent

Brooklyn

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I had such an amazing and safe trip to this hotel. The property was beautiful and clean. I do wish that there were more dining options, preferably more breakfast options. The beach was full of seaweed but still beautiful. Staff was amazing. Would visit again.
Stayed 4 nights in May 2024
Response from Mika on May 21, 2024
Thank you so much for your comments :), we will work on your comments about restaurants

4/10 Poor

Sara

Traveled with family and small children, Traveled with family
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
Beautiful hotel and pools, however service is TERRIBLE. I’ve never encountered so many rude workers at a resort, they completely ruined my experience. Their attitudes make it as if we’re a bother as they’re checking us in, placing an order at a restaurant, etc. I’ve never felt so unwelcomed and will definitely not be staying at another Hilton hotel.
Stayed 4 nights in May 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
Dear SaraThank you for dedicating your time to review your stay at our resort. Your effort in sharing your experience is greatly appreciated.In light of these comments, we're taking them seriously and implementing re-training measures to prevent any future occurrences. We eagerly anticipate the chance to host you again, aiming to regain your confidence in our resort and service.Warm regards, #HiltonCancunTeam

6/10 Okay

melike

Traveled with group
Disliked: Amenities, property conditions & facilities
If you like to swim in a nice ocean with nice beach, or nice and clean pool, then this place IS NOT for you. There is no proper beach, full of seaweed, pool is very small and not deep at all under your chest. And dirty… Only good thing was food, and some staff.
Stayed 7 nights in May 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
Dear MelikeThank you for dedicating your time to review your stay at our resort. Your effort in sharing your experience is greatly appreciated.Your comments are deeply appreciated as they help us understand both our strengths and areas for improvement, aiding us in enhancing our service. We eagerly anticipate your return and aim to provide you with the exceptional stay you deserve.Warm regards, #HiltonCancunTeam

8/10 Good

kap

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Everything is good
Stayed 4 nights in May 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
Dear KapThank you for providing us with your feedback. We're pleased to know that your experience at the hotel was outstanding, and the service you received was truly exceptionalWarm regards, #HiltonCancunTeam

10/10 Excellent

Jose

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the experience
Stayed 2 nights in May 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
Dear Jose Thank you for providing us with your feedback. We're pleased to know that your experience at the hotel was outstanding, and the service you received was truly exceptional.Warm regards, #HiltonCancunTeam

8/10 Good

Oksana

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was very clean and taken care of. The service was good but it did take a while to check in. The food at the reserved restaurants were delicious and the resort had a good assortment of food choices for lunch. Our room was cleaned and restocked everyday.
Stayed 5 nights in May 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
dear OksanaWe're delighted to hear that your stay was fantastic and that our service and amenities left a lasting impression. Your gracious feedback is truly appreciated as it highlights our commitment to upholding the high standards associated with our resort's name. We've shared your feedback with the team, using it as motivation to continue delivering exceptional experiences.Warm regards, #HiltonCancunTeam

10/10 Excellent

Jessica

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
No night life entertainment, like music.
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 17, 2024
Jessica, thank you so much for visiting Hilton Cancun. We appreciate your feedback. We hope to see you back again soon!

10/10 Excellent

Robert Michael

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The overall experience was great. One real negative is that the Hilton Cancun had no shuttle service from the airport to the hotel. For a big hotel chain not having this service we were quite dissatisfied. As a result, it cost us $98US from the airport to the hotel which is only a 15 min drive...this is ridiculous and was not a very good start to our vacation after arriving.
Stayed 8 nights in May 2024
Response from Hilton Cancun on May 17, 2024
Hi, Robert. Thank you for staying at Hilton Cancun. We are truly sorry for your experience with us and appreciate the feedback since it helps us detect the areas of opportunity and we can improve them. We hope you can visit us again in the near future so we can make it right!

10/10 Excellent

Edwin Dealfrie

Stayed 4 nights in Apr 2024
Response from Hilton Cancun, an All-Inclusive Resort on May 21, 2024
Dear Edwin Thank you for providing us with your feedback. We're pleased to know that your experience at the hotel was outstanding, and the service you received was truly exceptional.Warm regards, #HiltonCancunTeam

6/10 Okay

Denise

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service
Hardly any beach area. The sand space is limited. The water in the ocean is dirty and brown , not crystal blue like we expected. Food was mediocre at best. Buffets were not good at all. Not many options of where to eat, especially for breakfast. Our shower head hose kept breaking off while showering. The carpet in the hallways is curled up and damaged. Hard to push my stroller on and luggages. Pool closes way too early. Do not have the option of a late evening / night swim. We caught a time where it was windy and they would not allow us to open our umbrellas multiple days, causing us to sunburn. The shows were also mediocre compared to other Cancun hotels I’ve been too. We were also sold a “sterling silver” bracelet at $100 that turned green/brown the next day.
Stayed 5 nights in May 2024
Response from Hilton Cancun on May 17, 2024
Hi, Denise. Thank you for staying at Hilton Cancun. We are truly sorry for your experience with us and appreciate the feedback since it helps us detect the areas of opportunity and we can improve them. We hope you can visit us again in the near future so we can make it right!

10/10 Excellent

Zavier

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
It was a nice experience. First time at Hilton Cancun made it very relaxing and easy going for us .
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 17, 2024
Zavier, thank you so much for taking the time to share your experience with us. We are happy to learn you had such a wonderful time with us and truly hope to see you back again soon!

10/10 Excellent

Alexander, Spring

Stayed 2 nights in Mar 2024
Response from Hilton Cancun on May 17, 2024
Thank you, Alexander

10/10 Excellent

Elizabeth

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved everything about it!
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 16, 2024
Elizabeth, we are thrilled to learn that you had such a wonderful experience with us and hope to see you back again very soon. Until next time!

10/10 Excellent

Mia

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Absolutely beautiful!
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 16, 2024
Mia, we are thrilled to learn that you had such a wonderful experience with us and hope to see you back again very soon. Until next time!

10/10 Excellent

Vicky Penaflor

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We love the place and the employees are nice. Enjoyed the food and lots of fun. The property is huge and you can walk at the seaside and unlimited used of pools. The Restaurants like Italian, Steak are amazing.
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 16, 2024
Vicky, thank you so much for taking the time to share your experience with us. We are happy to learn you had such a wonderful time with us and truly hope to see you back again soon!

10/10 Excellent

Molasahwa

Traveled with group
Liked: Cleanliness, amenities, property conditions & facilities
Location was far away. You couldn’t even leave the resort just to walk around the city. Have to take a taxi! Which is VERY overpriced.
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Molasahwa, thank you for your feedback. Until next time.

4/10 Poor

Bilal

Traveled with family and small children
Disliked: Staff & service, amenities
Service was the worst. All staff and waiters didn’t want to help and were probably overworked. Waiters would repeatedly ignore us and others around us to avoid working. Food was below average. Cookie cutter, cafeteria food Entertainment was almost non existent. More than half of the published events (e.g live DJ, or games, etc.) never happened. The resort is tiny and the only common area was the lobby which was disproportionately small for the number of rooms. Air conditioning was abysmal. Common areas and restaurants were so hot. Imagine trying to have dinner while sweating This place was terrible
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Bilal, we truly appreciate your honest feedback. We want to ensure all of our guests feel accommodated and have a 5-star experience with us when they're in Cancun. We understand the concerns you had and will be looking into it with management. Thank you for staying with us at Hilton Cancun, an All-Inclusive Resort.

10/10 Excellent

Shawn

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The facilities are great. The staff are fantastic. They really want to help you and make sure you are having a good time. It's a great place to relax and have everything taken care of for you.
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Shawn, thank you so much for visiting Hilton Cancun. We appreciate your feedback and we are thrilled to learn you had such a lovely time with us. We hope to see you back again soon!

10/10 Excellent

Adriana

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A lot of maintenance and also a power outage our 1st day
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Adriana, thank you for your feedback. Until next time!

10/10 Excellent

Revan

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved everything
Stayed 2 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Thank you, Revan! Until next time!

10/10 Excellent

Farhana

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was excellent. One thing I would like to mention we do not drink alcohol. I would recommend having a blender specifically for non alcoholic guests where in that blender no alcohol will ever be added.
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Farhana, we are thrilled to learn that you had such a wonderful experience with us and hope to see you back again very soon. Until next time!

8/10 Good

Victoria

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Over all a nice hotel would definitely recommend…
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Victoria, we are thrilled to learn that you had such a wonderful experience with us and hope to see you back again very soon. Until next time!

8/10 Good

Natalya, Farmington Hills

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024
Response from Hilton Cancun on May 15, 2024
Thank you, Natalya

10/10 Excellent

Demorio

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Thank you, Demorio

6/10 Okay

Mariana

Traveled with family and small children
Disliked: Cleanliness, staff & service
El staff en todos los aspectos tiene muchas áreas de oportunidad. Las niñeras del Kids Club son cero empáticas, casi que te estuvieran haciendo un favor para todo. Me veían con una carriola sola y jamas me ayudaron a entrar. Lo mas chistoso es que en una oportunidad una de ellas entro delante mio!! En un restaurante pedí una coca zero y tardaron 45 minutos en traérmela. La comida normal, la bebida regular. Honestamente hubo dos o tres meseros que hicieron toda la diferencia. Pero luego en general muy malo el servicio. En la zona de albercas según había que esperar para que abran las sombrillas. La gente, y me incluyo las abría porque tardaban horas en pasar y hace mucho calor para estar con los niños sin un poco de sombra. La verdad muy desilusionada de la experiencia.
Stayed 2 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Mariana, muchas gracias por tomarse el tiempo de compartir con nosotros su experiencia. Su feedback es una herramienta muy importante para detectar nuestras áreas de oportunidad y tomar las medidas correspondientes para ofrecer a nuestros clientes un servicio de la más alta calidad. Esperamos tenerle de regreso con nosotros

8/10 Good

Susan

Traveled with partner
Liked: Cleanliness, staff & service
Pros The hotel itself was great, Rooms very spacious and super clean Balcony average Staff friendly and helpful Check in time good No problem getting a sun bed in the family pool area Waiter service round pool. Pretty good Coffee machines in lobby Cons Buffet smallest ever seen for an all inclusive Choice ok but very samey Restaurants ok but not many and most needed to be booked , hard to get a time to suit No swim up bar Beach none existent Access to beach Dangerous, Down steps with sand bags at bottom for steps No facility if disabled You can walk along beach but as only about 10ft wide At most, no chance to lay on beach unless you wanted to be walked over Entertainment very limited Just the one inside bar in the lobby Disappointed Would not stay there again as way to remote to go off property
Stayed 7 nights in Apr 2024
Response from Hilton Cancun on May 15, 2024
Susan, thank you for taking the time to leave us your review. We're glad you enjoyed your visit to Cancun. Our team will be sure to look into all your other comments further and make changes where necessary. We look forward to welcoming you back in the near future.

8/10 Good

Belma

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Thank you, Belma

10/10 Excellent

Yesenia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort was beautiful and plenty of places to lounge and relax
Stayed 3 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Yesenia, we are thrilled to learn that you had such a wonderful experience with us and hope to see you back again very soon. Until next time!

10/10 Excellent

Ernesto

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Hilton Cancun on May 15, 2024
Thank you, Ernesto

10/10 Excellent

Shelley

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Apr 2024
Response from Hilton Cancun on May 15, 2024
Thank you, Shelley

8/10 Good

Clyde

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 15, 2024
Thank you, Clyde

10/10 Excellent

Ashley

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful stay! Alejandro at the lobby bar was the best and took great care of us!
Stayed 3 nights in Apr 2024
Response from Hilton Cancun on May 9, 2024
Ashley, thank you for taking your time to share your experience at Hilton Cancun. We are thrilled to know you had a great time and Alejandro went above and beyond to provide you an excellent service. Until next time!

10/10 Excellent

Ifeoluwa

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a nice quiet stay, the rooms were super clean with lots of food options. If you're looking for night life this shouldn't be your first choice. The resort building is quite far from the gate/road about a 10 minute drive, and they don't really like guests getting Ubers. The taxi's on the premises are super expensive. So have that in mind, otherwise every other thing was 10/10.
Stayed 5 nights in Apr 2024
Response from Hilton Cancun on May 9, 2024
Ifeoluwa, thank you for sharing your experience at Hilton Cancun, an All-Inclusive Resort. We are glad to hear all your constructive feedback which we will certainly take into consideration to improve and provide to all our guest, memorable experiences.

10/10 Excellent

Cedrick

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My family and I really enjoyed our stay at the hilton. The only negative thing was the beach
Stayed 5 nights in Apr 2024
Response from Hilton Cancun on May 7, 2024
Cedrick, thank you so much for visiting Hilton Cancun. We appreciate your feedback and we are thrilled to learn you had such a lovely time with us. We hope to see you back again soon!

10/10 Excellent

Kellie

Liked: Cleanliness, staff & service
Stayed 4 nights in May 2024
Response from Hilton Cancun on May 8, 2024
Thank you, Kellie

10/10 Excellent

Dario

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent hotel and great staff
Stayed 10 nights in Apr 2024
Response from Hilton Cancun on May 7, 2024
Dario, thank you so much for taking the time to share your experience with us. We are happy to learn you had such a wonderful time with us and truly hope to see you back again soon!

8/10 Good

Matthew

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very polite and attentive. Everything was kept clean and we felt it was upscale as far as resorts go. Buffet food for breakfast, lunch, and dinner was really convenient and never left us unsatisfied. Wife and I stayed first week of May and had a wonderful time. The air conditioning in our room went out one afternoon, but the brought us a fan and short time later, the air conditioning wad fixed. Oh and for goodness sakes folks, tip the people who serve you, clean your room, etc, etc. Shout out to Susanna in the gym, pool server Alex, and Efrain, buffet server David, and te ladies who cleaned our room everyday. They all went above and beyond.
Stayed 5 nights in Apr 2024
Response from Hilton Cancun on May 7, 2024
Matthew, thank you so much for visiting Hilton Cancun. We appreciate your feedback and we are thrilled to learn you had such a lovely time with us. We hope to see you back again soon!

10/10 Excellent

Oyeyimika

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Hilton Cancun on May 7, 2024
Thank you, Oyeyimika

10/10 Excellent

Svetlana

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Apr 2024
Response from Hilton Cancun on May 7, 2024
Thank you, Svetlana

6/10 Okay

Abelaine Glandys

Traveled with group, Traveled with partner, Traveled with family
Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
We stayed here for 6 days last month and the restaurants food is terrible. The buffet is eehh okay but nothing stood out, just regular/edible food. The worse is the asian restaurant, food almost not edible, the pad thai taste like spaghetti 😂. The Mexican restaurant is decent but nothing compare to other all inclusive i’ve been too in Mexico. The rooms has a significant humidity and condensation when you open the patio door, the floor including the wall becomes wet fast. Love the ocean though when it is swimmable.
Stayed 5 nights in Apr 2024
Response from Hilton Cancun on May 7, 2024
Abelaine, thank you for taking the time to share your experience with us. Your comments are important to us, and we will keep them in mind as we are always working to improve our guest experience. We hope to have the opportunity to leave you with a more favorable impression on a return visit.

8/10 Good

Crystal M

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
This property was excellent with the exception of my room being damp from the AC condensation. My bed was damp and condensation was on the floor. However the food, entertainment activities, accommodations staff and beauty of the resort was outstanding.
Stayed 5 nights in Apr 2024
Response from Hilton Cancun on May 7, 2024
Crystal, thank you so much for sharing your review. Your feedback is certainly a valuable tool that allow us to reinforce our good practices.