Wish you were here?
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 rating2759 reviews
Decent place to stay and Hotel offers transportation to Hotel zone
This is going to be a long review. Food: Fair for my taste. I would compare it more or less like Outback Steakhouse/Red Robin quality. Nothing spectacular while edible. There are three restaurants that require reservations: 1)Auma (steakhouse), 2)La Luce (Italian), and 3)Maxal (Mexican). We had an amazing first night at Auma with Esmerelda. She did above and beyond on her service. She shared with us the recipe of the habanero sauce. Impressively, she surprised us with some lit desserts! She brought a cup of wine, lit it, and poured on our desserts. I must say, the dark chocolate tart was so much tastier with the taste of wine and with melting chocolate. La Luce was good. The pizza served in La Luce is better than the ones you get from Vela (buffet) and the cafe. Other food is up to par but nothing outstanding. That’s said, taste is personal. We enjoyed the Mexico City and the fish at the Maxal. We got a “special” dish that was off menu - cricket guacamole! It was fun to try! There is the buffet and a restaurant by the pool, Sunan (Asian). I wish the buffet has more selection. Food in Sunan is not at all impressive. We did not get service when we were there. Room: It is clean and roomy. I would hope the bathroom would have some curtains. It is inconvenient traveling with friends. We tried changing and leaving the clothes in the shower, but they get wet easily and the hanger was not supportive for the hanging of the clothes. Service: It is a hit or miss! We had met three great ones! What I would hope is they would better fill the snacks. Not many varieties of snacks. And each time they only filled a bag of small chips and a pack of cookie. I was able to ask for more snacks one day as I was in the room as they refilled the snacks. Pools: There are two pools and a kid’s water park. The main pool (South pool) is where the activities happen. If you want a quieter and relaxing atmosphere, the other pool would be a better place. Diego at the pool is great! He did an amazing job leading the aquaerobics! Lots of great energy! Beach: The water is nice and the algae problem is not as bad. They tried cleaning up the best they can. If you want beautiful beach, you have to stay at the hotel zone. Kids club: It is heaven for most parents!!!!! You can drop your kids to the kids club from 10am to 9pm! No parents are allowed in the club except for those who work there. They have crafts sessions. Parents must pick kids up for lunch and dinner. There’s a scheduled time for pick up and if you run late, there will be a fee which is disclosed on a form you sign when you drop off your child. Pros: Kids club that take care kids Al day long so parents can truly relax. It offers transportation to and from Hotel zone. So if you feel like going out to get some souvenirs at the market, this is a good way to do and then take the bus at the hotel zone to Mercado 23 or 28. Room for improvement: The drinks are way too watered-down. Wish they could add curtains to the bathroom. Make sure all coffee machines are functional. Hope they can offer more ice creams at the ice cream place.
Another wonderful experience
Another great visit! The staff makes this place extra special. Pedro and Cesar at the pool were super stars! I never had to ask for anything, they just anticipated my needs. The pool side food was delicious everyday and I always enjoyed the breakfast buffet. Although I was a little disappointed the Italian restaurant was not open during my stay, I still had delicious meals at Maxal and Auma. I was especially impressed with Rusel and Auma and Arturo at Maxal. My room was so comfy and perfectly cleaned everyday. This is the perfect hotel for anyone who wants to be away from the main strip and just relax. I will be back for a third time!
A decent hotel, not without its issues
Lots of pros to this hotel. It's very new. It's kept spotlessly clean. The staff are fantastic. The rooms are excellent. The beach is lovely. But despite all that, there are some flaws. When we arrived, it was overwhelmingly busy and there just didn't seem to be enough staff to cope. We typically had to wait a long time for service at the bars and reception. After the weekend, occupancy dropped significantly and as a result, service improved greatly. One other issue we found is that if you have a room at the back of the hotel, overlooking the mangroves, there is a regular stream of vehicles at all hours, and they have to reverse. So constant reversing vehicles warnings which were hugely irritating. But the one big issue with the hotel that we found was the food, which simply wasn't up to scratch. You always expect AI hotels to focus more on quantity than quality, but we generally found the quality here to be far lower than expected. The buffet especially is very poor, with most food over-cooked and either under or over-seasoned and very geared towards keeping the kids happy. As regards the a la carte restaurants, Auma was the stand-out. That was decent and the steaks especially were very good. The Mexican place surprisingly was just about passable, nothing special. The Italian was barely open whilst we were there so we didn't get the chance to try it, unfortunately, which was a disappointment in itself. I nearly gave the hotel a four, but I just couldn't overlook the standard of the food, so I stuck with a three. It's a shame, because it could be so much better. It's still a good hotel but when all's said and done, if we come back to Cancun, we'd probably look elsewhere.
The Hilton Cancun is a must do. A great resort an top quality food and service. Chef Aurelio and Manager Arturo at La Luce Italian restaurant were extremely helpful and welcoming. The food was also outstanding. We will return.
Amazing customer service
This hotel was absolutely beautiful and all the stuff was amazing the entire time. Abel and Saury served us at the taqueria and they made outrage experience so great. They were fast and so friendly. The tacos were also fireeeee. Angel the bellman was very informative and friendly he gave us a lot of recommendations for things to do around here. Will definetly be coming back