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General policies & fine print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
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.
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 rating602 reviews
Excellent Resort & Enclave is a MUST
We had the pleasure of visiting this beautiful resort in October for our 15th Anniversary. Even before we arrived, I was impressed with the resort. I sent a couple of emails for requests and dinner reservations for the first two nights of our seven-night stay, and they were answered immediately. Once we arrived to the resort we were greeted with warm wash clothes and drinks. Since we chose to book an Enclave room, our Butler Jose was waiting for our arrival and took us to the Enclave Lounge for our check in process. The check-in process was seamless. We had booked an Ocean Front room and since my husband was a Diamond Member, we were upgraded to an Ocean Front Suite. Jose and his assistant made sure we were very comfortable in the lounge during the check-in process while he went and did a walk through our room to make sure it was perfect for us. And yes, it was perfect. Room: Our Suite had two bathrooms and wonderful amenities that made us want for nothing. The living area was great for us to have room service. A wonderful large balcony that had a lot of space for us to work on our laptops in the morning and enjoy the evening breeze. The bedroom was large, and the bed was very comfortable. Food: We enjoyed the food that was served. If we didn’t order room service for breakfast, the buffet was wonderful as well. For lunch we mainly used the restaurant in the Enclave section and the food was great. I loved Simon! We did venture to the other ala carte for lunch and buffet, and they were excellent as well. We dined at all the ala carts and were very happy with the food and the service. Maxel was our favorite! My husband also enjoyed the sports bar and the wings. Drinks: We were happy with all the drinks. The alcohol selections were on the higher end, and we easily were able to find many things we enjoyed. My husband is a bourbon drinker, and he was happy that they had Bullet. He was impressed that they never ran out of it. We have been at many resorts and when they run out of the bottle at the bar they were done for the day. Pools: We spent the entire 7 days at the enclave pool because we were looking for peace and quiet on this trip. The pool was wonderful and the cabanas around the pool were first come first service. Since we were there at a quiet time, we never had any issues. And the service at the pool was outstanding. Between Alex, who was the manager of the restaurant in the Enclave area and Daniell we wanted for nothing. They knew our drinks and made sure we were always comfortable. Grounds: The grounds are beautiful. It is a large resort, so the golf carts were amazing. Entertainment: We enjoyed the entertainment during the evening. We never visited the “entertainment” pool. Enclave: I cannot stress how much we enjoyed our Enclave experience. Jose and his team took amazing care of us. Any request we had; they were on it. They arranged every dinner reservation and then changed them when we realized we like to eat earlier than normally do on vacation. Jose checked on us daily but one day stood out to us the most. I caught a 24hr bug while traveling and was in the room for the day. Once Jose found that out, he was asking what he could do to make me comfortable. He offered to have chicken noodle soup made and bought up some balloon flowers. It meant a lot that we were not just a number to him. He impressed us in so many ways and is the reason that this was not only our best vacation we have taken together but also our best resort. We cannot wait to go back to see him and his team to enjoy what this great resort has to offer.
Where to begin! There seemed to be something wrong with all parts of our visit during our stay. First, the food was quite disappointing. We ate at the buffet for 3 of our 9 nights and there wasn’t much that we enjoyed. The salad bar lettuce was huge and not cut to size and took up a quarter of the space of the buffet. Perhaps some of the space could have been allocated to more real food? When food ran out it was very slow to be replenished and it was very hard to find someone to ask to bring more out. There were huge line ups to get into the buffet too when half the tables inside were empty. A few times there were no plates left either and we’d have to flag someone down to bring more. At other resorts, we were used to having specific stations at dinner for meat, fish, pizza, pasta, burgers etc. so you knew that you could always find something for everyone to eat. Here, there were 2 grill stations that both had pasta and only one was manned. Not much variety… After 3 nights of that we only ate at the restaurants, 2 of which were good but the others either someone got sick or we had terribly slow service. On the beach or at the pool, there were NEVER enough beach chairs or towels and of course, no one to help you find one. You had to pull things together from all over the place yourself which is not something I expect from an all inclusive. Sometimes there were people to bring you drinks and sometimes not…it depended on the day. The amount of rocks on the sand and in the water made it quite difficult to enjoy the ocean, although we did wear water shoes we were still hurting ourselves on large rocks in the water and quite disappointed that we couldn’t go for walks on the beach due to all the rocks blocking the way. Our room was also typically not cleaned until 4 pm which is a bit frustrating when you want to shower yourself and your kids to get ready for dinner but can’t. A lot of things also weren’t clear like the fact that we could order food at the pool….that would have been good to know but is not advertised at all. We ordered room service instead but this took 1.5 hours to arrive and when it did arrive it came early so no one was in the room. When we arrived 10 mins before the scheduled delivery time the food had been returned and we had to call to get them to come back. It took hours to get our room service and by that point our burgers were cold and dry. We would also often order drinks at the buffet and they would arrive when we were finishing, it seems like there just aren’t enough people on staff and they haven’t been trained properly. The shops sold overpriced items that I could get at home, nothing unique or interesting. The spa was also quite over priced….we were quoted $275 US for a 50 min massage and $140 US for a pedicure. Why would I pay that when I can pay a fraction of that when I go home in a week? For the good parts, the kids club and kids pool were amazing! My kids loved them and had a great time! And the buildings are nice and modern as they’re still quite new. We hired a photographer and she was amazing! She took great pictures of my family and the initial cost for 10 digital pictures was quite reasonable, anything more was over priced. We came for 10 days with our family and really wanted to have the best vacation so we chose Hilton but we were thoroughly disappointed instead. I would not come back nor would I recommend this resort to anyone. It has the potential to become really good but it’s just not there yet.
Less quality, completeness and luxury then expected from a costly premium All-In Resort
We spent three days there as a couple and left disappointed. The areal is huge - which is good and bad at the same time. From the streets it takes minutes to drive to the entrance. Then it all started. Check-in is not possible before 3 PM. After Check-in you receive an Email with an invite to a booking platform where you have to reserve a table. Which you can only do until 4 PM for the same day. So timewise nearly impossible for the first day - but nobody tells it to you during check-in. The only option you have is to travel to the counter (which takes you ~15 Minutes) and there you have to wait for another ~15 Minutes just to hear that everything is already occupied. Same for the next days - all the restaurants that are „highlighted / pushed“ in the advertisements are fully booked every day. Really disappointing. The only option left are buffet restaurants or to the „you get everything“ ones without reservations. The food itself there is good but nothing special. You get the food menu where several things are on additional purchase (all the interesting / good things for sure). And you get a wine card with all the wines you can purchase- without the information that the house wine is for free. The breakfast is served by buffet and offers a lot of variety. The negative thing is that you have to wait long in a queue for eg a freshly made Omlet (up to 15 Min). All staff is really friendly. The beach loungers are very frequented - or better said reserved with towels without having anyone on it. If you then ask to get a beach towel in our case they had been empty. I came back after 15 Minutes after I saw that fresh ones had been delivered. But they asked me to come back after 10 Minutes again as they need to „prepare“ them. The cocktails at the bars are really strong. But good. The lobby bar is very cold (18 degrees) so bring long clothes if you are not used to so much A/C. The rooms are big. The beds are comfortable. For the price we would expect higher quality and a chance to try one of these „famous“ restaurants.
Not the all-inclusive experience we wanted
While the resort & surrounding area are BEAUTIFUL…I was disappointed in the resort overall. I think what was most disappointing was the food - it was not good. Cruise ship fare is much better. The best meal we had was at La Luce, but the other two we dined at (Auma & Maxal) were terrible. Tiny portions and flavorless. I was expecting a lot better dining experience. The rooms were clean and well decorated. Unfortunately on our first day, the shower drain backed up and water flooded the room almost to the bed. They fixed it that day thankfully. Since we traveled in December, we expected the pools to be chilly, but did not expect the hot tubs to have NO HEAT. We went to every hot tub on the resort and none of them were heated. We complained to the staff, who said they would fix it or speak to management. The only thing they did was come look at it and move their hands in the water. We were there 4 days and the hot tubs were never functional. There were other areas of the resort that seemed to be in disrepair, which negatively affected the aesthetic overall. Lastly, the alcoholic drinks were OBVIOUSLY watered down. We ended up switching to wine because the mixed drinks were a joke. We typically love HIlton hotels & resorts, but this one was a huge disappointment.
Five stars in food, service , hospitality, & cleanliness . Special Thank you to Jose May at the reception desk !
Honestly just book this place.!!!!! I read the reviews after booking and got disheartened but I found every negative review here to be untrue. The service is on par with the best resorts in the world. Every time I called from the room for anything , someone turned up within 5 minutes. The food and choice were excellent even though I ate only vegetarian and fish due to personal reasons. Yes the beach is pebbly but we brought beach shoes . The swimming area is very safe and has wave breakers . Fully equipped life guards too. Plenty of beach and pool chairs everywhere . Noriku restaurant was our favourite and we ate there twice. We had no problems booking any restaurant and on days we forgot to book , we easily got a walk in. The shuttles between the Casas were frequent and We never had to wait more than 3 minutes if that. The electronic resort guide needs improvement as not very user friendly . Sometimes the last day of your holiday makes or breaks a holiday . I have to say the reception staff made my day. They are professional, polite and extremely patient . I saw them handle very difficult and rude guests with grace and respect . Hats off to them!! Too short a space to write everyone’s name but I will make a special mention of Jose May at the reception desk. He helped me with the checkout and was so kind in accommodating my requests. He genuinely was very helpful and i felt so welcome as a guest at this resort . congratulations to the senior manager here who had a clear presence here and was hands in in ensuring everything was running perfectly . Also , need to mention the best wrist bands ever .. they looked great and having to not carry a key was a game changer. I just loved that as no faffing around with room or towel cards. Hilton resorts are the best for service no doubt but this was way up there. I would definitely be returning here with friends and family .