Hilton Tulum Riviera Maya All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1571 reviews

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  A destination weeding in a Beautiful Setting — But Hilton Tulum Was a Major Letdown

  We came to Hilton Tulum for a destination wedding, and while the company and the celebration were terrific, the rest of the trip was a different story. The setting is undeniably gorgeous and the atmosphere festive—but unfortunately, that’s where the positives ended for us. The resort itself is visually impressive; the rooms are okay, the pool is gorgeous, and the staff were kind overall. However, the food and service didn’t meet the Hilton standard. On a beach day, we waited over an hour for lunch—guests around us gave up and left, with trays of untouched food wasted. We informed the supervisor, who took note of it, but nothing changed. And all the while, staff were everywhere. Dinner at La Luce was a disappointment: the beef carpaccio had a strange, jelly-like texture and no flavor, the fish was dry, and the pizza came out doughy and half-baked. At the steakhouse, our food was served cold. They did remake it, but the damage was done—it just didn’t feel like a premium experience. I ended up with food poisoning, though I will say room service came through with a comforting chicken soup, rice, and a homemade suero, which helped—thank you for that. To top it off, our nights weren’t credited toward our Hilton stay, nor did they honor Gold member upgrades for our friends, which only added to the frustration. We checked out Monday and moved to another hotel in Cancún—and that change made all the difference: great meals, thoughtful service, and a clear step up. Hilton Tulum may look the part, but it fell short of our expectations. We wanted to love it. We didn’t.

  May 12, 2025
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  terrible

  its a sister hotel to the conrad they despise americans they try to pad the bills for dinner and drinks, just horrific but waiters and food were exceptional. the water was amazing pools were fabulous the staff were nice, long waits for food during the day, the management literally sucks , condescending and 0 customer serve if u have any issues . i been traveling the world since i was 18 i am now 60 and every experience until now ha been good to off the charts until now, i rate this last place on my travel experiences , yes last

  May 11, 2025
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  Not the Hilton Standard – A Disheartening First Trip to Mexico

  My wife and I have always enjoyed all-inclusive resorts, and this was our first time visiting Mexico. We chose Hilton expecting a high-quality experience, but sadly, our stay fell well short of expectations. One of the most troubling aspects was the clear disparity in how guests were treated. As a couple of Indian descent, we felt we did not receive the same level of service as others. A particularly disappointing incident occurred at the Cocomar restaurant, where our server, Gabriel, repeatedly ignored us while prioritizing guests who arrived after us. We eventually had to involve his supervisor just to receive basic service, which created a very uncomfortable and awkward atmosphere. To make matters worse, after the delay and frustration, my order was incorrect—I had requested grilled shrimp and was instead served grilled cauliflower. Our experience was further marred when my wife fell ill with food poisoning, leaving her sick for two days and preventing us from enjoying much of our vacation. The only highlight of our trip was the excursions to Chichen Itza and the cenotes, which were entirely outside the resort. Unfortunately, our overall experience at the Hilton resort was disappointing, and we would not recommend it.

  May 09, 2025
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  AMAZING!!

  Monserrat and Alba were soooo helpful and amazing during our party planning over the span of about 10 months. They were amazing. While we were here at the resort, we had amazing staff for all of our meals, drinks and house keeping. A special shout out to Angel and Gustavo at the lobby bar- when we brought our party of 40 they crushed it!

  May 07, 2025
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  Breakfast

  The breakfast buffet is great, with a variety of fresh options. From omelette station, to fresh tropical fruits, to donuts and fresh preserves. The service was fantastic! Special shout outs to the hostess staff, Moises, Mauricio, and their team!

  May 07, 2025