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4074 reviews
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Nov 19, 2024Outstanding hospitality
The staff is what puts this resort above the rest! Vianey, Dulce and Daniel exceeded my expectations and made this a truly remarkable vacation. Food was great, rooms clean and large but the staff are next level! Thank you for a great week, we will be back
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Nov 18, 2024Terrible hotel!
What a nightmare! They didn’t honor the room upgrade for being a Hilton gold member even tho the rooms were available! Once we walked in, the bathroom was leaking water everywhere. Keys didn’t work 3 times! Power outages 3 times! Ac didn’t work. Please save ur money and book elsewhere.
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Nov 18, 2024
Amazing Services and a Very Cute Hotel.
My family and I had an amazing and fun vacation. The moment we arrived at the hotel— which felt like it took over 30 minutes just to reach the main entrance—I immediately felt safe. The hotel was beautiful, and we were welcomed with a refreshing and delicious drink. Dulce, one of the staff members, quickly became my friend. From the moment we checked in, she made sure I was okay, along with my entire family, which consisted of 21 people. Every time she saw me around, she greeted me as if she had known me for a long time. All the employees were friendly, attentive, and helpful. Fanny and Estephanie, the girls who helped us with dinner reservations, were incredibly patient, given the size of our group. After checking in and making our dinner reservations, we went to the buffet. The hostess, Amayrani, was very welcoming, and our servers, Ruth and Reymundo, made sure we had everything we needed. After changing into our bathing suits, we took the kids to the children's pool area, which was very cute, and they had a blast. The adults also enjoyed amazing drinks thanks to our server Santos, who was very nice to us while the kids had fun. The kids' club was adorable and located near the kids' pool, although it had more activities for kids aged four and older. Our children were able to enjoy the space and playground for a little while. That night, we tried the Maxal restaurant, and the food and service were good. The following day, we had an exceptional crew at the buffet who made sure our table was set up and ready for our group every morning. We were well taken care of, thanks to Cecilia and Eduardo. That evening, we dined at Auma Steakhouse, where the food was delicious and plentiful. The next day, we went to the chill pool for a pool party that we thoroughly enjoyed. Our server there, Bernardo, took great care of us by providing each of us with a complimentary blue drink, which was delicious. That night, we made reservations for La Luce Italian restaurant, and I was very excited to have pasta. However, upon arrival, we were presented with a menu that offered only two options for entrees. The appetizers and entrees did not resemble the Italian food we were expecting. I noticed that other tables around us had different menus with various food choices. When I asked the server about this, they mentioned it was something special but insisted it was the same menu as others received. Initially, I remained quiet, but then I got up to check and saw that the entire restaurant was indeed serving pasta and Chicken Parmesan. I found this situation quite unusual. I approached the hostess to ask why we were given a different menu, and she called the manager, who explained that, due to the size of our group, we received a prefix menu. Unfortunately, they had not communicated this to us upon our arrival. We were all very disappointed. If they had informed us that we would receive a limited menu that was not reflective of Italian cuisine, we might have opted to go to the buffet or allowed everyone to make individual reservations. This was very disappointing for me. I would advise the La Luce manager or hostess to ensure they communicate to their staff that large groups will receive a different menu and to show them the prefix menu before making reservations. This was the only negative experience I had at the hotel, and I believe clearer communication could prevent such issues in the future. Since we were hungry and upset after the La Luce experience, we decided to go to the buffet La Vela, where we met a server named Luis. He truly deserves Employee of the Month! He noticed our upset faces as we walked in complaining about La Luce. Luis went above and beyond to ensure we had an amazing night. He asked if we wanted pasta and made sure we got it, even though it wasn’t an option at the buffet that evening. He took the initiative and ensured we received Chicken Alfredo pasta, shrimp pizza, Chicken Parmesan, and other delicious Italian dishes. Afterward, Alexis and Jose joined Luis in serving us shots, which added to our enjoyment. Thank you!
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Nov 17, 2024
Wonderful week at Hilton All Inclusive Cancun.
Beautiful property facing the ocean. Excellent food. 3 restaurants to reserve, buffet & a grab & go. Clean rooms. Wonderful staff. Bar service very good. Mention courteous & happy staff members Edardo Z, Cecl, Harman, Jorrgs. Have booked next year already at this property.
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Nov 16, 2024
Card used at hotel was cloned and used for fraud.
The hotel was nice but the brand new card I used ONCE at the front desk (and not since) to pay for an extra night was cloned and thousands of pounds of fraudulent transactions were made a few weeks after I returned. Someone on the staff at the hotel did this or in the Hilton organisation itself. Either way be very very cautious with your cards in Mexico, you might even get scammed at the Hilton like I did.
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