Hilton Cancun, an All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4466 reviews

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  Honest British Review- 5 STARS AMAZING HOLIDAY at Hilton All Inclusive Cancun- Booked via TUI

  Just back from 10 nights from Friday 11th April to Monday 21st April (apologies for lengthy review but feel like this is the review I wish I could have read before booking and this hotel & staff deserve the recognition) TUI Flight seats – be mindful that if you pay for extra leg room in the fire exit aisles like 10 & 30 next to the toilets, although the leg room is great the seat width is a lot smaller due to the seat having to accommodate the tray table/ television into the side of the seat. Wasn’t an issue for me but my partner was wedged into the seat for the 9.5 hr flight haha so wouldn’t want anyone else suffering this! Transfer/ Check in –20 minute transfer in an airconditioned minivan with only one other couple going to a separate hotel and we were first drop off as hotel is so close to airport. Fantastic welcoming arrival at hotel with refreshments and a cold hand towel, suitcases taken to the room for us. Stylish bracelet that allows you to scan into your room and also has the barcode for the 24/7 room service on it which was handy. Room – Stunning, extremely modern very spacious room with a HUGE PROPER king size bed (as I hate that awful crevice when two beds/mattresses are shoved together). Room immaculately cleaned daily and lighting in it was beautiful. Minibar had great selection of water, soft drinks, cans of pop & lagers stocked daily and good size safe. Plenty storage/large wardrobe. Hairdryer, iron & ironing board included, spacious rainfall shower & normal shower head, gorgeous ‘Persea’ branded shower gel, shampoo & conditioner provided & topped up daily. Huge TV with good selection of channels & can connect phone to TV to put your music on when you’re getting ready. Lovely sofa and dining table area with chairs also in room and great HUGE full length mirror as well as large mirror in bathroom & a magnified mirror. We upgraded to ‘Sunset Room’ before we flew thinking it would be ocean side but at check in we discovered we just paid to be on a higher floor on the mangrove side but actually ended up preferring this as the sunset was beautiful, view over mangrove is lovely and so quiet on morning/ evenings and loved listening to the birds. Pools – Never had any issue getting a sun lounger and love how the staff put the towels neatly folded on the sun loungers so no need to carry your towel to and from your room. South Pool quieter & more chilled but had fun foam party on the Saturday with live music. North pool fantastic daily activities such as daily water volleyball @11am (great fun!!), water aerobics, bingo, other pool games, sack races, basically something always going on to keep everyone entertained and the entertainment staff have a great sense of humour so even if you’re not joining in its great to listen to their commentary. Kids pool just above north pool looked great fun for kids & safe and kept the kids busy (also dedicated kids club available which many families recommended). Pools & full resort was immaculate and staff are constantly cleaning. Waiter service at all pools was outstanding, the staff are SO friendly and genuinely lovely people, couldn’t do enough for us and all other guests and were constantly bringing drinks and refreshments. Towels & sun loungers all good quality. Will admit I did notice a couple of pool tiles missing at the edge of the north pool but this was a very minor issue / didn’t impact us and understand it’s difficult to repair as hotel is open all year round. Pool toilets were so clean and in impeccable working order. Pool bars stocked premium liquor and all drinks were top quality. Beach- Stunning and the staff work so hard daily to remove the seaweed, with a small tractor removing it at least once a day (not noisy) and also staff periodically hand shovelling/removing the seaweed throughout the day, there really wasn’t that much seaweed during our stay and any amounts were removed. Attentive lifeguards constantly on duty at both beach & all pools, sun loungers available on the beach and a beach volleyball net in good condition. They also have a turtle conservation area a walk along the beach where their eggs hatch. Walked along the beach every morning to breakfast which was stunning. Slightly regret not doing the free included kayaking/ paddle boarding that is available on the beach at the hotel. Food – Fantastic 1st class service at all restaurants. La Vela Buffet has great selection of food, option to sit inside or outside on terrace & can eat here breakfast, lunch & dinner. No issue booking / getting into any of the A La Carte restaurants, bookings can be made via concierge desk. Recommend using app to see your bookings as we got times wrong for one of the restaurants (blaming the jet lag) but staff still accommodated us when we showed up 30 mins late. Each A La Carte felt authentic and distinct with beautiful restaurant interior. Sunan Asian Fusion was delicious & can also eat here as a walk in for lunch looking over the beach. Maxal Mexican great and also ate here for breakfast/lunch too as a walk in, La Luce Italian on an evening was our favourite and Auma Steak restaurant on an evening was delicious too, options to sit outside overlooking ocean in both was lovely. No complaints about food was all 1st class. Amir the Sommelier was very knowledgeable and lots of people enjoyed his service. Churro’s, sweets & ice cream café by the north pool was great addition. Great food stations such as tacos, burgers, etc at both pools during the day and themed Mexican & tiki parties during day & night which also had great variety with lovely sea food. Would recommend Auma & La Luce toilets to receive a little TLC but again this is something hotel can easily rectify and they still worked, just not in keeping with standards of every other part of hotel. Entertainment – none stop array of activities at either the amphitheatre, south pool terrace, and another terrace outside main lobby bar, Latin dance nights/shows, silent discos, x2 karaoke’s, glow parties, Margarita making competition during the day, Local artisan markets, foam party with live music, dancers & aerial acrobatics dancers, Cuban bands, live music the list goes on and on.. Shops/Other Amenities- stunning boutique clothes/ shoes/bags shop next to the lobby and very reasonably priced gift shop with loads of great items (I bought a skull ornament for my friend back home whilst at Isla Mujeres thinking I’d got a bargain only to find it was half the price back at the hotel gift shop haha) also cigar/vape & tobacco stand available in hotel. Excursions can be booked at the excursion centre within the hotel- 100% recommend Excaret park – Incredible full day experience with transfer to and from hotel. ATM available in hotel. Gym (never stepped in it only looked through window..) looked in perfect condition and not too busy with great clean changing room facilities. Special Staff mentions (literally cannot fault any member of staff, every single staff member we encountered was so friendly, smiling and welcoming from cleaners, maintenance, waiters, concierge basically EVERYONE) Maid Benita Lopez was a star and kept our room beautiful – thank you! Entertainment staff – Thank you Eduardo for your great DJ’ing and always getting my boyfriend’s beloved Newcastle United football matches on in the lobby and also for reserving him a seat with his favourite drink & crisps on arrival – what a legend! Saul you were great fun and we had a great laugh with you! and Niko and all entertainment staff worked so hard to provide a jam packed curriculum of activities to suit all! Pool waiters/waitresses/ bar staff – Veronica, Nelly, Josimar, Eduardo, Saul, Roberto and Erik all worked tirelessly – thank you! Auma – Victor, German & Natalia gave fantastic service. Lobby bar – David, Diana, Everardo, Ernesto thank you for your impeccable service!. David at La Luce too! La Vela Buffet – Moises, Eduardo, Jesus & Alex. All in all a fantastic 5 star experience!

  Apr 25, 2025
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  Will definitely return

  Our family of four – kids aged five and seven – had a wonderful time here. The location is great, roughly 20 minutes from the airport and isolated from the hustle bustle of the Hotel Zone. The resort is compact and all areas are easily walkable, but it feels spacious enough as well – three pools including a dedicated kids’ splash area/park, several restaurants and of course the proximity of the beach right out front (which is visible from and a highlight of all parts of the resort). The beach isn’t large but there’s plenty of room for kids to play, and there are loungers situated farther down from the main area. They’re out raking seaweed constantly so, while it’s there, it’s not a big issue. The pool is no deeper than four feet at any point. It’s great for kids – and fine for adults… we found it ideal everything considered. A couple tips: The smoothie bar inside the buffet area (Vela) is a must-visit. Look for Diego, Harman and Adalizet at Vela. Sunan, the Asian restaurant, was our favorite for dinner – it doesn’t require reservations but it’s not open every evening so check the schedule. There’s also a somewhat hidden (and great) playground for the kids behind Sunan. The Nescafé machines inside the lobby are great – they make a number tasty espresso drinks and they’re quickly accessible anytime.

  Apr 24, 2025
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  Girls Trip

  Had a great time at the Hilton Cancun. The staff was lovely. There were events every day and night and the food was tasty. First class service! Every restaurant, pool, and bar we were at the servers made it fun, were interactive, and very attentive!

  Apr 24, 2025
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  Great service

  We had a great experience at Sunan restaurant, they had great sushi and fried rice! Jose, wis, Fernando and Fernandez were great host ?very pleasant and will do anything to make you feel at home. The breeze in the restaurant is amazing too!!!

  Apr 23, 2025
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  Excellent customer service, beautiful property, wonderful family vacation experience

  This hotel has top-notch customer service, especially for an all-inclusive stay. After a few hiccups at check in, the concierge, Maria, was responsive right away, responding to emails and meeting with us in person. She then handled all of our dinner reservations for the trip, secured my husband and me a tequila tasting, and checked in regularly to ensure that our stay met our standards. Guadelupe at the Asian restaurant, Sunan, was outstanding, paying particular concern to my serious peanut allergy. He went so far as to ensure my wontons were fried in a separate pan that had not been used with peanut oil. David, who handled the tequila tasting, was also superb, taking his time to explain the history of tequila and the various options we tried. The best service of all was from Amir, who met us at dinner each night with wine recommendations and to make sure the meals were extra special. Beyond the customer service, the hotel is beautiful and clean. There are plenty of chairs poolside and Oceanside, and waiters and waitresses come by regularly to refill drinks and make sure you are ok. Each restaurant has good selections for both adults and children, along with quality wait staff. There are a variety of excursions that you can take from the hotel. We chose to tour the cenotes, which was about 45 minutes from the hotel and half a day touring the caves, snorkeling, ziplining, and enjoying a taco lunch. Our 4 night, 5 day stay was perfect, especially with direct flights both ways. We will happily come back and highly recommend this resort.

  Apr 23, 2025