Hilton Cancun Mar Caribe All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3266 reviews

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  Great experience

  Chef Lilily and Alex at the buffet made our stay perfect. That is exactly the type for friendly service that will bring us back very soon. Everyone was very polite and helpful

  Feb 13, 2026
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  Fab bar staff

  The best bar men, Santiago, Oscar, great cocktails, and fun, they have to work so hard & make sure everyone is seen to, they love their job

  Feb 12, 2026
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  Drinks, shots, snacks!

  Oscar, Rueben, Santiago - so great. So fun. So prompt with drinks! Come here and mention they were recommended!

  Feb 12, 2026
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  Girl’s Trip!

  Ramses was the best bartender! So friendly and hospitable

  Feb 12, 2026
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  Disappointing Enclave Experience and poor overall stay.

  I booked an Enclave suite at the Hilton Cancun Caribe and am a Hilton Honors Diamond member. Based on Hilton’s published benefits and the way Enclave is marketed, I expected a higher level of service and basic recognition. Unfortunately, this property does not appear to honor Hilton Diamond status or put any effort into the Enclave experience, and the overall experience was disappointing from the start. We arrived around 12:00 PM and were directed to the Enclave lounge, where we were told someone would come get us “shortly” for check-in. That never happened. For over three hours, there were no updates or meaningful communication. I asked staff multiple times about the delay and received no clear answers. While I understand that check-in times can vary, guests arriving after us were checked in immediately. Clear communication or periodic updates would have made a significant difference. I eventually had to go to the non-Enclave front desk just to be acknowledged and receive our room, which defeated the purpose of Enclave check-in and created a poor first impression. As a Hilton Honors Diamond member, certain benefits are clearly advertised, including recognition of status and room upgrades when available. At no point were these benefits discussed or acknowledged. I also spoke with several other Diamond members during our stay who expressed similar frustrations regarding lack of recognition and consistency. Dining was another area of frustration. One of the advertised benefits of Enclave is assistance with dining reservations. Upon arrival, the only reservation available was at 10:00 PM. We attempted to walk into several restaurants and were turned away despite visible open tables. On another evening, we were denied a dinner reservation that we already had. Room service was consistently quoted at nearly a two-hour wait, making it impractical to use. Several advertised Enclave amenities were not delivered. There was no in-room welcome amenity, no turndown service, the minibar was never refreshed during the stay, and bathroom soaps were not replenished. Additionally, the “upgraded minibar” advertised with Enclave was essentially non-existent and did not appear to be any different from a standard minibar. Housekeeping overall was inconsistent. Service in the Enclave Sky Lounge was also lacking. On one occasion, I waited approximately 45 minutes to be served. More broadly, service throughout the resort, including premium Enclave areas, felt inattentive and disorganized. There were also multiple operational issues: • Room key/wristbands were disabled twice, requiring assistance to regain access. • On two occasions, staff knocked on our door asking about checkout timing while we were still actively staying in the room. One positive experience worth mentioning was the included hydrotherapy treatment. The spa staff were friendly, and the experience itself was enjoyable. Overall, this stay did not align with the expectations set by the Enclave offering or Hilton Honors Diamond benefits. Based on my experience, I would not return or recommend this property, particularly to Hilton elite members expecting consistent brand-standard recognition or anyone looking at an elevated experience with Enclave. Very disappointing.

  Feb 12, 2026