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1640 reviews
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Jul 13, 2025Deceptive front desk, wonderful staff otherwise
This was my first time staying at Hilton Tulum, and while I truly enjoyed many aspects of the property, my initial check-in experience left a disappointing impression. As a Hilton Gold member, I was originally upgraded to Casa 1 aka Enclave at check-in. However, just as the process was being finalized, with the wristbands already prepared, I was suddenly downgraded. I later found out that another guest had complained about not receiving an upgrade, and rather than explaining that upgrades were limited, the supervisor (Astrid) reassigned my room without transparency. To make matters worse, I was told I was being “upgraded” to a full ocean view room. Unfortunately, when I arrived at the room, there was absolutely no ocean view in sight. I’ve included a photo from my balcony to show the actual view. I would have appreciated honesty over being misled, especially at a property of this level. I did raise the issue with the staff, and to their credit, they offered to move me to another room of the same category with a slightly better view. I declined, not because of the room itself, but because the trust was already broken. The issue for me wasn’t the downgrade, it was the deception at the front desk. That said, I want to acknowledge the rest of the team: the service throughout the hotel was outstanding. Staff at the restaurants and other areas were warm, professional, and genuinely attentive. The buffet was average, but the specialty restaurants (which require reservations) were excellent. Ultimately, while much of the stay was enjoyable, I likely wouldn’t return due to how poorly the check-in situation was handled. It’s unfortunate, as the hardworking staff elsewhere on the property truly deserve recognition for creating a wonderful atmosphere.
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Jul 13, 2025Hilton Tulum and Kids Club
The whole kids club team was amazing our kids loved playing with them all so much. It’s the only thing they wanted to do. It allowed my wife and I to enjoy some alone time we are definitely going back! The food was great. The whole staff was amazing. Not one bad thing to say only positive
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Jul 11, 2025Full weekend of fun with my family of 4
I really enjoyed the stay at Hilton Tulum, today is my last day here and I am a bit said to go. The entertainment crew Ivan(bike tour), Marina, Fer, Kevin, Maximiliano, Monica for pool events were great at keeping the crowd into it and made it so much fun. The cook Israel at Noriku was great and funny at the hibachi table. Oscar the server at Auma was very attentive and very professional. Overall had a very good time and I’ll definitely come back. There’s a few areas in hotel that need work, especially the Lobby Bar which has lots of mold and a few people pointed out the couple nights I was there so hope Hilton can work on this. Service was spectacular at every restaurant and buffet.
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Jul 10, 2025
Kids Club and Hilton Maya Rivera Tulum
Beautiful view and family activities!! Our children had the MOST magical experience at the Kids Club!!! My daughter will be talking about it for years to come and she already misses all her teachers there!!! Emma, Angel, Bel, Roshy, Cris, Montse, & Mich went above and beyond. Their loving care for my children was clear, especially for my Camille who wanted to spend every moment in kids club!! An immense thank you to the kids club staff!!!
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Jul 10, 2025
Great experience in Tulum.
Just left after spending a week with my family at the resort, the hotel is beautiful and every staff member we interacted with was very friendly. Tony the pool bar waiter, Gerardo the enclave concierge, Job at the tours desk and Marina from the entertainment team each stood out as going above and beyond to make sure daughter enjoyed her trip! We already booked to come back next year. Thank you!