Hilton Tulum Riviera Maya All-Inclusive Resort

I would recommend this to everyone

10.0

EVERYTHING!!! Nice views and the atmosphere was great

− The bed was not comfortable at all. That’s the only complaint

Guest review

10.0

La comida y atención son excelentes

Guest review

10.0

Todo en general el servicio es bueno, las instalaciones y la habitación limpias y en buen estado

− Faltaron mas actividades durante el día

Stains on Bed, Towels and Stinky Pillows

4.0

Currently here and not a good impression so far, there are a few pillows on my queen queen room that have a musty, sweaty and humid smell (I wish that you could smell it, it was so unpleasant), to me it seems like the housekeeping didn’t change them. Additionally, there is a light out in the restroom, orange reddish stain in on one of the beds. Not a good impression so far. The hotel is beautiful but it seems at least in my case the housekeeper didn’t do a good job on my room. I hope that service only goes up from here

Not Hilton standard !

2.0

⭐ 1 Star – Extremely Disappointed. This Is Not the Hilton Standard. We traveled to Hilton Riviera Maya Tulum for a destination wedding and were shocked by how disappointing this resort was. As frequent travelers, we expected the quality and service associated with the Hilton brand, but this property fell far below those expectations. The most upsetting part of our stay involved my 84-year-old mother. Upon arrival, we requested a wheelchair due to her age and mobility needs and were told none were available. During our stay, she slipped and fell at the pool and was injured, requiring medical attention. Only after her fall did staff suddenly produce a wheelchair. We were then told they normally charge guests for wheelchair use, but “because of the circumstances” they would waive the fee. An elderly guest should never have to be injured before receiving basic assistance. The lack of compassion, preparedness, and concern was unacceptable. The resort is not wheelchair or elderly friendly. There are no safe accommodations to help elderly or mobility-impaired guests get into the shuttle vans, making transportation difficult and unsafe. The dining experience was another major disappointment. The food was mediocre, there was no nighttime buffet, and getting into the restaurants was nearly impossible because reservations were unavailable. Rather than offering a solution, staff repeatedly suggested room service. We didn’t travel to an all-inclusive resort to sit in our room and eat—we came to enjoy the restaurants, atmosphere, and amenities. To make matters worse, the buffet location changed without any notice, leaving guests wandering the property trying to find where meals were being served. There was little to no evening entertainment, no nightclub, and very little to do after dinner. For an all-inclusive resort, the nightlife was virtually nonexistent. The drinks were equally disappointing. The alcohol consistently tasted watered down. Our room had multiple unacceptable issues. Our key cards repeatedly stopped working, and, most concerning, housekeeping left our room (Casa 2, Room 2326) unlocked on two separate occasions after cleaning. This is a serious safety and security issue that should never happen. We immediately reported the incident to security. They assured us they would investigate, but no one ever followed up with us or even checked back to make sure nothing had been stolen from our room. The complete lack of follow-through was extremely concerning. After that, I no longer felt comfortable allowing housekeeping into our room. We kept the “Do Not Disturb” sign on and declined housekeeping for the remainder of our stay because we were afraid our room would be left unsecured again. Housekeeping also left dirty sheets and pillowcases in our room, and the air conditioner was so loud that getting a restful night’s sleep was nearly impossible. While the wedding itself was beautiful, the bartenders working the event were rude, unfriendly, and inattentive, which took away from what should have been a memorable celebration. Overall, this resort does not reflect the Hilton brand. Between the lack of accessibility for elderly guests, poor customer service, disappointing food, limited dining options, nonexistent nightlife, watered-down drinks, housekeeping failures, serious security concerns, and management’s lack of accountability, this was one of the most disappointing resort experiences we’ve had. I would not recommend this property, and I would not return.

Worst experience ever

2.0

The worst hotel I've ever stayed in. The food is very poor quality and the facilities are neglected, but the most disappointing thing was the staff's attitude and the terrible service. We were a group of about 140 people attending a wedding, and practically everyone had a bad experience. The lack of professionalism on the part of the employees was evident throughout our entire stay. The most serious incident involved a 17-year-old. After ordering food in the pool area, he went to the restroom for a few minutes. When he returned, he asked about his meal, and an employee told him that since it wasn't on his lounge chair, she had removed it and he would have to wait another 40 minutes for a new one. She even told him to "be careful because he was alone in Mexico," a completely inappropriate and unacceptable comment. At an all-inclusive hotel, where guests spend time enjoying the pool or the beach, it's normal to leave your belongings on the lounge chair and step away for a few minutes. That's no reason to remove food without asking. Furthermore, the service was very limited. They even went so far as to deny simple requests like a little cilantro, claiming they "didn't carry it." I definitely wouldn't recommend this hotel. There are much better options where the customer service truly lives up to the price.