Hilton Cancun, an All-Inclusive Resort

We had a great time overall at the Hilton Cancun, an All-Inclusive Resort. The rooms and pools were beautiful. We upgraded to an ocean-view suite, and it was gorgeous, fully stocked with plenty of water (still and sparkling) and other drinks. The rooms were clean but had a slightly musty smell, which is very common in our Caribbean travels. We spent our time at the south "calm" pool and rented a Bali bed each day (beds 7 and 8 were our favorites). They were comfortable, shaded, and came with a bottle of Moët and all-day service. The bar staff was great and the drinks were good, though they can be on the weaker side, so it's worth asking for a double. This pool is quieter because it doesn't have the kids' area, but it isn't adults-only, so expect some kids. It's just not as loud as the other side. Regarding service, the poolside service from Pedro and Guillermo was unmatched. Honestly, it was some of the best service we’ve ever had in all of our travels. They were friendly, attentive, and genuinely went out of their way to make sure we had an amazing experience. Whether it was moving the umbrella so we always had shade, topping off our champagne, bringing us drinks before we even had to ask, or surprising us with something new to try, they thought of everything. They didn’t just serve us, they took care of us. By the end of the trip they felt like family, and they made a point of asking us to stop by the pool to say goodbye before we left. If you stay at the south pool, ask for Pedro and Guillermo. They are the reason we would come back. The beach area is small, and in October the water near the shore looked almost brown. You could see the classic turquoise water further out, and it may look more like the photos at other times of year. This was much more of a pool vacation for us anyway. Jesus at the experience desk was also very helpful. I didn't bring enough small bills for tips (bring smaller denominations, because we couldn't find anyone to break larger bills), and he went above and beyond to set up a room charge designated as tips. He also booked our Bali beds and gave great recommendations. Julian handled our luggage and asked what we were celebrating. It was just some time away, but he said he'd send up a bottle of wine and a meat and cheese tray, and both showed up the next day. A very kind touch. Shout-out as well to the coffee shop crew, especially Antonio. Great coffee and always attentive. The food at the restaurants and buffet was average to below average. It was often lukewarm, and the quality and taste didn't match the photos. For an all-inclusive it was fine, but I was hoping for at least one meal that blew me away. The exception was the food at the pool. The tacos (shrimp, beef, chorizo, chicken) and bacon-wrapped hot dogs were made fresh in front of us and were delicious. I would have eaten there every meal if I could. Tip unrelated to the hotel: the airport is only 15–20 minutes away. If you book a shared transfer through a third party, ask about your return pickup time, because ours was over four hours before our flight.

There was a group of eight of us including adults and children who traveled to this hotel for ten days in the school half term this October. We had such a lovely time I felt I should write a review and thank staff for the excellent service we all received. First impressions where the hotel lobby is stunning, rooms lovely and spacious and we loved the view of the jungle. Pools were lovely food and restaurants were excellent. Apparently while we were there the hotel was only at 20% capacity just because it was a quiet time. We received very personal service from Abel and Humberto in the pool side Mexican and Roberto around the pool. Also a special mention to the lady in the steak house she was brilliant and we went back several times !! I think her name was Natalie. My friend and I also chose to do the hotel tequila tasting experience with Joel and that was excellent and he was a very good host ! The only thing I personally was disappointed by was the non existent beach - it’s didn’t spoil our holiday but would have been nice to appreciate how limited it was before we picked this location. I can only assume a storm must of recently damaged the area as a beach still features in the internal promotional videos they played in the rooms. All in all 5 star service thank you xx

Javier the lifeguard was GREAT! son my got two cuts in his feet at the pool and Javier was very quick to come help. He kept my son very calm and relaxed. Followed up with us throughout the day to make sure he was ok! Amazing customer service at the pool at hilton cancun

Juan Carlos did a wonderful job transporting us to our room and answering all of our questions!! 🩷

Great experience there overall. All of the staff was helpful and kind. I especially want to shout out the lobby bar bartenders Miguel, Laureano, Marquez, and Enrique. They went above and beyond for us. They made the drinks quickly and made themselves readily available. We enjoyed the unique experience they gave us with a Smokey touch on our old fashions.