Hilton Cancun Mar Caribe All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2673 reviews

• 

  Family vacation at Hilton Cancun Mar Caribe - 2 rooms

  Review of Hilton Cancun Mar Caribe Hotel I recently stayed at the Hilton Cancun Mar Caribe Hotel as a Hilton Diamond member. Unfortunately, I found the experience to be below expectations, particularly from a service and recognition standpoint. To begin with, the Diamond status was not recognized at all during my stay. Instead, it became evident that Enclave guests were given significantly more attention and perks, even though Enclave access can be purchased for a fee (around $100), whereas Diamond status reflects long-term loyalty to Hilton. This approach seems to prioritize short-term revenue over guest loyalty, which is disappointing. The room was not cleaned until the last day of our stay, despite several requests. I had to call multiple times to have the minibar refilled and to request basic bath amenities. The overall cleanliness of the hotel was average, and it was clear that staffing levels were inadequate, as long queues were common throughout the property, from restaurants to the front desk. Waitstaff service varied, with a few team members offering excellent attention, while others seemed disinterested or overwhelmed. The food itself was average, lacking the quality or variety one might expect from a resort in this category. The beer selection was especially disappointing, with very few options and nothing noteworthy available. On a more positive note, the bathroom in our room was well-designed and clean, and the children's playground was a highlight for families traveling with kids. However, the beach was heavily affected by seaweed, which significantly limited its enjoyment. I also spoke twice with the manager on duty, Eloy, about the issues we experienced. While he was courteous, unfortunately, no corrective action was taken, and the overall experience remained unchanged. In summary, while the hotel has potential and some positive aspects, it is currently falling short in service quality, loyalty recognition, and staffing. For a brand like Hilton, especially for Diamond members, this experience was disappointing. The focus on short-term perks like Enclave status over long-term loyalty is a direction that, in my opinion, undermines the brand's values.

  Jun 14, 2025
• 

  Please pass on this resort

  Ugh, what a bummer this resort was awful because we were so excited.. 1) if you have young kids, this resort is tough for them. The bathrooms in the buffet (only restaurants for lunch and dinner) are down 2 flights of stairs which is a huge pain with littles and the bathrooms for the pools are also down more stairs so soaking wet they have to go down stairs 2) the check in process is awful, be prepared for a 2-3 hour wait of trying to keep your kids entertained in the lobby and not able to go feed them or go swim. Don’t book a flight landing early to enjoy the day there because it won’t matter, every single day we saw people waiting hours to check in.. 3) you can tell the resort is older and not as well kept, broken door knobs, toilet seats missing covers, etc 4) the “enclave” status is not existent so don’t waste your money. There is no special concierge or perks as the website advertises, the only perks I saw were an extra pool and bar that were rooftop. We were told ahead of time they were given a special concierge to help book excursions but this is not true. 5) booking dinners for groups is impossible and if you aren’t waiting in line at 9am each day be prepared for an 8pm dinner Overall, we had a good trip because of our company and family being together, not because of the resort. We had 3 of the 6 days our fridge was not refilled with waters. We spoke with management 3 times during our stay about what was going on and they brushed us off with nothing fixed or nothing. If someone in Hilton would please contact me that would be great because I would love to discuss this further since management at the resort didn’t have much to say.

  Jun 12, 2025
• 

  Great All-Inclusive Choice, Especially for Families

  Nicely designed, family-friendly hotel with great Caribbean views and a variety of restaurants. The spa was amazing, and Izbeth was a wonderful spa therapist! This hotel is especially great for families since there are so many activities for all ages.

  Jun 11, 2025
• 

  Love the enclave bar

  Love Ramses at enclave bar! He was so amazing and attentive! We would go everyday and see him and he made the best drinks he is amazing you have to do see him! The drinks here are amazing and he is so personable and a great bartender! He should Be promoted for sure!

  Jun 08, 2025
• 

  Will be back

  Enclave is a must. Beach front rooms. Private swim deck, bars, and lunch. Ramses and Edger took great care of us in the Enclave lounge, making excellent drinks and providing entertaining humor. Food is mostly ok - to be expected at an all-inclusive. Just bring your sunscreen with you. Shame on Hilton for charging $35 (US) for sunscreen.

  Jun 08, 2025