Hilton Tulum Riviera Maya All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1843 reviews

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  LOVED HILTON TULUM!

  For reference, I have stayed at over 30 all-inclusives in Mexico, D.R., Jamaica, Bahamas, etc...this resort ranks right at the top: With that being said, I will start with what I think needs improvement...the shower ONLY has an overhead rain showerhead, no hand-held showerhead at all. The resort has to understand that not everyone wants their hair wet every shower (I had to wear a shower cap and because I have ear problems, I had to wear ear plugs every shower!) Plus how does housekeeping CLEAN that shower effectively? So I wore flip flops in the shower because I didn't trust that it was clean and sanitized...some may not consider this as an issue, but it was a huge issue for me! Also the 1st time I ate in the steakhouse the new york strip was so tough, I literally couldn't cut it and several other patrons had the same complaint. The 2nd time I ate there the strip steak was fine. Now on to the good stuff: their customer service is amazing! They upgraded me at no charge to a beautiful oceanview room! Unfortunately I had to report no hot water in the room but they immediately sent maintenance...the concierge then followed up with a phone call to make sure things were right, even offering to move me to another room...another time I struggled to find something I liked in the Mediterranean restaurant, so I left...again I got a phone call from the concierge to make sure things were good. The quality of the liquor used in the drinks is good...I had the best amaretto sours ever! Except for that issue with the Mediterranean restaurant, I really enjoyed the food...I'm not much of a bread eater, but they have this bread with cranberries in it that I couldn't stop eating, and lemon pound cake slices that were so good! There was no seaweed on the beach...the water was pristine. But know that the beach in front of building 3 has underwater rocks so bring beach shoes. The pools were fine if you're a pool person. There were many seats at the beaches and the adult pool, so I didn't have to play the towel game. The resort is huge and shaped like a horseshoe with numbered casas 1-6. They have air conditioned vans and open air golf carts that run constantly between casas and the lobby. I never had to wait more than 5 minutes for a ride. So convenient! Also the lobby bar has the best cocktails and bar food like chicken wings, hamburgers, fries,nachos, etc...they also have sweet corn on the cob that they slice into what they call "ribs"...so good! I didn't see any of the shows, but they had them every night. So yes this resort was tops and yes I will return!

  Dec 10, 2025
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  A perfect trip 🌴💗🌴

  The perfect vacation 🌴💗🌴I loved everything!!! The views, the rooms, the restaurants, the activities, the entertainment and especially the wonderful staff! Best vacation ever!!!

  Dec 09, 2025
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  Hilton Tulum and Alberto blew us away!

  Had a great time at the modern and new Hilton Tulum. Plenty of amenities and nightly entertainment. Bar is stocked with well known brands and service is second to none. I want to give a special shout out to Alberto. He gave us his phone number and would promptly arrive to pick us up via shuttle every single time we would reach out. He even would reach out to us to see if we were ready to go to dinner. He met us with humor and generosity. I highly recommend the resort for friends and family

  Dec 09, 2025
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  The worse stay of my life !

  If there was a star below 1 for service, I would have definitely ticked that. I have never in my whole entire life felt discriminated and questioned my own race following treatment from Hilton staff. On arrival we were told ,we were downgraded to what they felt was right because they didn’t have availability for our room after having discussed with Luz prior to our arrival that we were coming for our honeymoon. On arrival Julio who was in charge seemed to not care whatsoever about our arrival and decided to speak in Spanish with his colleagues, in a derogatory manner not knowing that we understand Spanish that alone made us feel unwelcomed. For an organisation such as Hilton which has a vision: To fill the earth with the light and warmth of hospitality.Our experience has been far from that and filled with darkness instead. An organisation that also has a sole mission of being the most hospitable company in the world, creating heartfelt experiences, meaningful opportunities, high value for owners, and positive community impact.Your staff’s actions have been far from creating a heartfelt experience for me and my husband. It’s probably important to revisit your organizations mission and values to focusing more on ‘giving customers what we think is right for them’ - which fully aligns with Hilton tulum’s service at present. The whole experience has been nothing but disappointing. What was meant to be a joyful experience where we enjoy our honeymoon has turned out to be a nightmare from hell and we have resorted to staying in our room as most of the staff now have an attitude towards us. On several occasions we requested for a shuttle and it would take more than 30mins to come and pick us up. During our stay we have only been here for 3 days and I am dreading the rest of the 6 days left. We have had to walk to the lobby for 15mins and for myself in heels as well which is just not acceptable. There is never a clear timeline of when we should expect the shuttle it’s always “it will arrive in the next few minutes sir/ma'am ” . All I can say is if you are black and considering staying at Hilton tulum think twice !

  Dec 08, 2025
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  Wonderful and relaxing stay

  A relaxing stay with some great service from staff members, especially Enrique our Enclave concierge who helped us book restaurants so we didn't need to worry about it, Andy at Vela Norte for breakfast buffet who was always friendly with our child, Jeremias at La Luce, Jamie at Transcom shuttle, and all the staff at Cocomar (Eleazar, Gabriel, Ana Maria) who were always friendly and so attentive to our needs. Even the housekeeping, who picks up the beach towels, we found to be humble and helpful. We booked an Enclave room and enjoyed many of the perks they offered, such as a less crowded pool, Cocomar (which served pretty good Asian inspired food for lunch and drinks), and an air conditioned lounge with some snacks. The beds were so comfortable and even though we were close to the main building, the noise from outside was never heard from our rooms, which we appreciated with a little one. The shuttles were never too loud which may happen in other hotels but the road is smoother here so we never heard anything. Having less of nightlife activities also appealed to us since we were traveling as a family with a young kid. The omelette station at Vela Norte for breakfast is of course the most popular and for a reason, it's great. One of the round breads, I don't know what it's called but it was delicious and moist, and I wish I knew the recipe. The beach can be quite rocky if you enter into the ocean, so water shoes would be recommended, which we brought. There was a decent amount of fish to be seen even walking into the ocean from the beach and also lots of wildlife around the hotel, coatis, iguanas, hermit crabs which made for fun sightseeing for my son. Housekeeping were very detail oriented and also kept the rooms nice and clean, which helped after going to the beach and pools and replenished the amenities we used with a level of detail I've not seen before. The chef that was cooking at Vela Sur on December 1 for lunch buffet, made some of the best grilled meats I've had in a while, the seasoning was just perfect- I did not want to eat any more, and yet I couldn't help but eat some more. The only thing I would say would be that there seems to be some mosquitoes there, so probably bring some bug repellant. Overall, just a wonderful stay and missing the atmosphere and experience at the hotel.

  Dec 07, 2025