Resort Details
Guest Reviews
Customer Ratings & Reviews
TripAdvisor Traveler Rating
2588 reviews
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May 05, 2025Go for the fitness and activities
We felt the food and drinks were what you would expect from an all-inclusive. Not bad, not great, just average overall. The drinks seemed a little weak and it was difficult to get them in a timely manner. Our room was decent but it was difficult to get it cooled to a good temperature for sleeping despite a couple of calls to maintenance. The biggest highlight would probably be the fitness and entertainment staff. We weren't traveling with little kids but it was obvious that kids were having a good time. Val was excellent. He taught most of the fitness classes and was friendly, helpful and energetic. He was welcoming to everyone. He made working out fun on vacation! Leon and Tony did a great job energizing people and trying to get them to participate in activities. The Olympic pool games, aqua aerobics, zumba, spikeball, etc..were all a lot of fun.
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May 04, 2025If your are expecting Hilton loyalty don’t go here.
The Hilton Honors member experience at this resort was a mixed bag. We’ve been loyal Hilton customers for over a decade, having traveled the world and staying at numerous Hilton properties, including some of the largest Waldorf Astorias. When we travel, Hilton remains our top choice for hotels. Recently, we visited Cancun for a wedding at The Grand Moon. Since we had extended our trip by two nights and had stayed at the Waldorf in Cancun last year, we decided to stay at another Hilton property this time. Our stay at the Hilton Mar Caribe began with a series of frustrating issues. Upon arrival, the check-in staff couldn’t find our parents’ reservation despite showing them the emails and reservation code. We had to resort to calling Hilton corporate to obtain the necessary information, which they provided to the staff, who finally found the reservation. Moving to our room, we were surprised by the small size of the accommodations, especially considering it was a family resort. The luggage attendant showed us around the room, only to discover that the fridge was completely empty, despite being an all-inclusive resort. As we sat by the pool, we approached a waiter for water, only to be informed that the bar was closed at 6 pm. It was 6:05 pm, and we were expecting the pool food and drink area to be open, especially since we had been at the resort for over an hour without any assistance. After dinner, we returned to our room and I called the front desk to request that the fridge be filled. However, they informed us that it was too late and that they could not service the fridge at that time. They offered us some water bottles but no snacks. On the day of check-out, we called the front desk early in the morning to request a late check-out, as we’re accustomed to the Hilton Honors benefits. We understood that this was only possible if the room was available, but we at least got an hour extension. We informed the front desk that we have young children who want to spend some time in the pool and that we planned to leave the resort at 3 p.m. to go to the airport. Therefore, we only needed the room until about 2 p.m. However, the front desk agent was extremely rude and unhelpful on the phone. Despite our explanation that we’re part of Hilton Honors, he didn’t seem to care or try to accommodate us in any way. Daniel, the manager, was equally disappointing and didn’t embody the Hilton values we’ve always associated with the brand. While waiting for our Uber, we were informed by the bell desk staff that we were waiting for a taxi. We clarified that we were waiting for an Uber, but when the driver arrived, he didn’t show up. We asked him where he was, and he said he was at the front gate. We then asked the bell desk staff, who informed us that Uber drivers are not allowed to enter the property and must wait outside the front gate. This meant that we had to carry our three large bags, all the small luggage, and two young children all by ourselves to the front gate. No one offered to help us or let us know that the Uber wouldn’t be allowed inside. The bell staff members all seemed to be unhappy with their jobs and lacked any friendly demeanor. If you’re planning to use Uber while staying at the Hilton, please be aware that Uber drivers are not allowed to enter the resort. You’ll need to pick up your own bags and take them to the front gate. Additionally, the staff is understaffed, so you may have to wait a long time for assistance. One of the few positives was, the pool staff and entertainment crew were fantastic. They were energetic, attentive, and made sure we had a great time. The beach was clean and beautiful, but the waves could be rough. The beach staff did a great job taking care of us. Overall, we were deeply disappointed with our entire stay at the Hilton. We had never imagined that we could have such a terrible experience at a Hilton property. In fact, we had even changed our reservations from another resort to this one because we thought it would be a nice Hilton experience. However, we soon realized that this was the one Hilton property that fell far short of our expectations.
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May 04, 2025Great food great service
The buldings are a bit dated but the rooms are nicely renovated, clean and with all the amenities, the minibar is stocked daily. The Italian restaurant La Luce is above and beyond, chef Sergio and our server Amos made our dining experience incredible.
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May 03, 2025
Amazing vacation.
Flores, our waiter at Vela was amazing. Wonderful service and went above and beyond for us to have an incredible experience. The resort is amazing, the food was excellent, and the entertainment was top notch. The weather was perfect. Not being sheltered from the wind, gave you the option of staying cool in the breeze or enjoying the heat. Would definitely take the family there again.
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May 03, 2025
Amazing!
Resort is so clean and nice and wonderful for kids!! My family had a blast and the staff is so wonderful and accommodating l! We will be back for sure later this year! The food was delicious and everyone so kind and helpful with all our kids! Feels like one big family!!
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