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General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating3038 reviews
Super family friendly, but fun for parents too!
Stayed at the Hilton for our first time in Cancún and we can't wait to go back! It's a very family-friendly resort with plenty of options that kept our young toddlers entertained, especially the pools, Kids' Corner, and full-on production shows like Aladdin and Once Upon a Story. It's a modern, beautiful, and well-maintained resort. Special thanks to: • Alejandro at the main lobby bar - THE best bartender at the resort! Super chill, friendly, and amazingly good at what he does. He made drinks we wanted and ones we never knew we wanted :) No other drinks from the other bars can compare to Alejandro's. Would go back just for him! Gracias Alejandro for taking great care of us! • Matías at Ocean Photography - THE best photographer! Super smiley, personable, and just amazing with the kids. He made them smile the whole time and matched their energy. Matías made us feel comfortable and kept us laughing, was very efficient, did a wide variety of poses in different locations, and gave us the best family photos we've ever gotten in a photoshoot. Muchas gracias, Matías! Tips for parents of toddlers considering the Hilton: • Bring floaties / life jackets if needed, as none are provided • Be cautious while running - floors inside and at the pool were always slippery • Elevator doors will shut on little ones - the sensors aren't very sensitive • Don't wait in line with the kids when making dinner reservations, as it could take more than an hour for your turn • Kids' Corner can get packed - go during family time when it's less busy • If yours has a peanut allergy too - everything was generally safe, but just be careful of the bowls of peanut butter at the buffets and the peanut snacks (cacahuetes) in the rooms. Our son avoided all desserts due to potential cross contamination, but had the ice cream and churros. Hosts ask for any allergies, but no guidance is given on foods to avoid unless you ask directly
Enjoyed my stay! The hotel is very family friendly so keep that in mind when booking. We had the pleasure of chatting with Eduardo Baron who helped us understand our premium booking options for our stay. Unfortunately, our schedule was so packed we weren’t able to coordinate - but would have happily booked a mezcal tasting with him and his team if we had the chance. Also, special shoutout to Russel from La Luce and Arturo who enhanced our only dine in restaurant experience. 🙌 And our check in went smoothly thanks to Zacarias.
Nice property—too many screaming kids
I stayed at the Hilton in the week leading up a Thanksgiving. The hotel is physically beautiful. It is clean, modern and has a nice costal feeling. The best of my experience was the staff who all worked incredibly hard. Despite the crowds, they where always gracious and hospitable. A special shout out to my housekeeper Martin who always went the extra mile to take care of us and make us feel at home. My critique is to Hilton corporate who oversold the hotel and allowed too many kids. It one thing when every room is sold out, it’s another when every room is filled beyond standard occupancy. As people showed up with so many children, people were constantly running into me, long waits for elevators that were full of strollers, and it was hard to get dinner reservations anywhere. With an exception of the BoHo Grill (a pop up restaurant on some nights that I highly recommend), the food was mediocre. We arrived at 5:30pm and it was impossible to get reservations anywhere as all reservations are booked through their “experience”office. I did attend to email the in advance of my arrival and have yet to receive a reply. It was not uncommon to wait an hour in line and the space has bad energy. While I would encourage Hilton to limit the number of kids, they minimally need to create some adults only spaces. There lacks a relaxing place to get a drink or a bite to eat without a screaming child. Also one of the pools needs to be reserved for adults only. For context, it was not uncommon for multiple pools to be closed after kids pooped in them. I would also suggest a modification to the lobby that allows for more movement through its central corridor. If there is line at the front desk (which there often was) it restricted the flow of traffic. I hear it’s not as bad during other times of the year, but I don’t know if I would go back due to the sheer volume of children unless some changes are made.
Online reviews were better
We selected this hotel based on the fantastic reviews. We were a bit disappointed and I realize that probably the great reviews were curated. We stayed at the resort for a week in early November 2023. First impression of the hotel is very nice with a modern lobby and friendly staff. We had an ocean view room, and the room was very nice, modern, bright and comfortable. However, the room was a connecting room and we could hear every whisper from the next room of family with 2 or 3 kids. At night, I could hear what the kids were watching on their ipad, and loud conversations by the parents at 2am. Every door slam resonated through out the room. In the morning, I requested to have our room moved, and front office staff said they will send a team to investigate my complain. I didn’t bother and just paid to have my room upgraded to a higher floor into a corner room. My brother and his wife traveling with us also experienced the same noise issue and had their rooms moved by paying more for a higher floor. Accommodation - the rooms are beautifully designed and bright. There are ample USB ports and plugs. Coffee maker, fridge stocked with beer, soft drinks and water, small snacks and safe in all the rooms. The washroom was a bit weird, which is enclosed in glass and no exhaust fan. Shower water pressure is good. WIFI is seamless. Service - staff are awesome. We had friendly service almost every where with exception of coffee shop and ice cream shop. Food - mediocre at best. The ala carte restaurants and buffet were not great and some were outright disappointing. The buffet restaurant can accommodate large groups of people but the buffet selection is in a small area and has very limited selection when compared to other 4-5 star all inclusive in the area. Buffet constantly runs out of food with slow replenishment.. example bacon and hash brown during breakfast. We love fresh fruit and I wish hotels in Mexico would showcase the assortment of fruit in the hotels. Ice cream + churro shop was borderline disgusting. A lady commented she would not feed any of that crap to her grandkids. Drinks and cocktails were watered down. The pool is small compared to the size of the hotel. There is an option of renting a “Bali Cabana bed” for the day with exclusive server. Not worth the extra charge. We had better service in regular lounger. The beach is good.. expect lots of plastic and garbage in the water even though there is a floating barrier limiting sea weed and garbage from flowing up to the beach. Tips - free shuttle bus to “downtown” Cancun to La Isla shopping centre. Must book 24 hours prior. This resort is family focused so if you are looking for adult get-away or good food, this is not the resort. I also suspect being a Hilton, the company has implemented their North American frugality to the all inclusive resorts. Very similar to Royaltan which was awesome until it became affiliated with Marriott.
5 star experience for family of 10!
Our experience was an absolutely amazing one. Upon arrival, the staff greeted us in a friendly manner, very hospitable, and welcoming. Each day, we got to know more and more of the staff who made sure the adults and kids on our trip were made to feel special during our visit with extra care and being so attentive to our needs. It started with Javier, the Bellhop who was beyond helpful, not only with our luggage but even helped us plan an amazing day off the resort with local suggestions that made for a great day trip with the family! In the days we spent in the lobby/bar area, Reyna and Celi were our girls!! They made sure we were very well taken care of, tended to the adults and made sure we were having a great time, and even better, they made sure the kids were all doing great, offering them snacks and drinks as well, which meant a huge deal. We also loved that there was hookah allowed in different parts of the resort, which Eduardo was extremely helpful with, and became close friends with my father with how amazing of a person he was!! He truly went above and beyond with his service and was second to none! His partner Jesus Torres was also extremely friendly and helpful! He helped make our experience an amazing one when we were in the lobby area or poolside in the cabanas!! Last but definitely not least, one of our favorite servers that we encountered a few times was Yareli!!! She is just awesome, super customer service oriented, always had a smile on her face, and eager to help!! Our experience for a family of 10 overall was amazing, we highly recommend it and loved the staff at all sections of the hotel, truly a great experience all around and will plan to be back again!! Thank you to the Hilton Team, truly made for a great vacation for our family.