Hilton Tulum Riviera Maya All-Inclusive Resort

Amazing service, amenities and staff

Having stayed at several Hilton properties over the years, I chose this resort with confidence that it would uphold the brand’s international standards. That confidence was well placed. Dining & Drinks The culinary experience exceeded our expectations at nearly every turn. Reservations were easy to arrange through the concierge, and while a couple of our bookings fell at 9 PM, the majority were at more comfortable hours. The teppanyaki chef Ivan put on a memorable performance, and La Luce was equally impressive. While neither of us are particularly picky eaters, I do have a genuine appreciation for well-curated flavours — and I was not disappointed. The kitchen clearly puts thought into its seasoning and composition. In the spirit of full transparency, one chicken dish arrived noticeably dry; however, the sauce accompanying it was so well-crafted and flavourful that the texture barely registered as a complaint. That speaks volumes about the quality of the cooking overall. Food at most venues arrived warm rather than hot — understandable given the scale of an all-inclusive operation — but the quality and flavour more than compensated. The coffee shop was a lovely addition: great espresso drinks, fresh pastries, and satisfying sandwiches. But the true standout was Vela Sur, the beachfront buffet that transforms into an evening dining venue beneath a stunning palapa bar overlooking the ocean. The ambiance alone made it my favourite spot on the property, and I would have happily eaten dinner there every night had it been an option. A particular highlight worth mentioning: the calibre of spirits included in the all-inclusive package was genuinely surprising. Patrón, Casa Dragones, Belvedere, Havana Club, and more — all available without an upgrade fee, and poured generously. This alone sets the resort apart from many competitors. Rooms & Grounds We stayed in a King Garden View room in Casa 2 and found it to be beautifully maintained — no signs of wear, nothing that felt tired or dated. The buildings are well soundproofed to outdoor noise, so we had peaceful sleeps. The property itself is expansive, and while shuttles run regularly throughout, our location meant we rarely needed them. The grounds were immaculate and genuinely lovely to walk through. Beach We aren’t beach people, so I’ll offer information rather than a personal assessment. The beachfront spans a section to the right of the main entrance — not the full length of the property — but there were ample chairs and the swimming area was well managed. Sargassum was minimal in the designated swim zone, as it had been cleared further along the shoreline. A barrier further out in the ocean helps considerably; even with it in place, sargassum beyond the barrier was visible. There also appeared to be beach access near Casa 2, though I didn’t venture down to assess conditions there. Pools We spent the majority of our days at the adults-only pool, with one afternoon at the Casa 2 pool. The adults-only area struck the ideal balance — calm and relaxed in atmosphere, yet with enough energy to feel lively. Seating was never an issue; while I often went down early to read and settle in, it genuinely wasn’t necessary. There are ample chairs, generous shade, and even a sandy lounge area with ocean views for those wanting a beach feel without direct beach access. The pool was impeccably maintained throughout our stay. The Casa 2 pool had a different, more family-oriented energy, with organized activities and enthusiastic staff — perfect for those travelling with children. Staff The staff were among the best we’ve encountered at any resort — honest, warm, and hardworking. One morning I accidentally left a tip on the table rather than the bed; our housekeeper left it untouched, and I had to seek her out to ensure she received it. The pool servers were attentive and consistently making rounds, and the ability to order food poolside was a genuine luxury that added enormously to the overall relaxation of the trip. Evenings & Entertainment We aren’t a party-hard couple, and the nightlife here suited us perfectly. Evening shows provided casual entertainment, while the lobby bar evolved nightly into a sophisticated, convivial atmosphere — sometimes with a DJ, always with great bartenders, comfortable patio seating, and TVs for sports. It felt more like an upscale local gathering place than a resort bar, which we thoroughly enjoyed. Those seeking a high-energy nightclub scene may find it lacking; we found it ideal. Overall Impression This resort may not carry a formal luxury classification, but it presents itself as though it could and worth every penny. The property caters to families, yet the sheer scale of it means guests seeking an adults-oriented atmosphere will find one naturally. We never felt surrounded by children, and the overall vibe skewed pleasantly mature. We would recommend the Hilton Tulum without hesitation and are already looking forward to returning to a Hilton all-inclusive in the future.​​​​​​​​​​​​​​​​

I initially enjoyed this luxurious hotel for the ocean view rooms, heated pool #2, swimmable beach with protected walled off breakers creating safe swimming area, and excellent food with some vegan options. However, an expensive item was taken from my room, which I had hidden. The investigation and follow up was very disorganized, inconsistent, and with so many mistakes that I hope Hilton will become aware. Overall the actual resort and staff we met were excellent. However, on the fifth day, an expensive item was taken from my room, which I had hid. I reported this to concierge and security. I was told I would have an answer in 37 hours before I left the resort. On my check out day, I asked to speak to the manager and was told that the internal process was not done and I would be contacted the next day with answers. The manager on duty gave me his card with his phone number and email. Fortunately I went to another resort for a week and was only an hour away. However, he did not contact me. Three days later when I tried to contact him, I found out his phone number was out of service. I phoned the resort I was told I could not speak to him, only leave a message for him to call me back. I left messages on the fourth and fifth day trying to speak to anyone. Finally after phoning every hour that day, I took a taxi to the resort hoping to speak to someone. I was able to speak to the original manager who told me he was too busy to contact me in the last 5 days. I also asked to speak to a second manager and the head of security, who were both very helpful and sympathetic to my loss. It was only on then, after returning in person, one week after I had reported the stolen item, that I learned that very little of my story or my photos that I had given to the manager at check out, were not given to security. That was so disheartening as now one week later, the chances of finding my item was even less. I was given a link to a on-line formal complaint form. I asked them why I had not been given this when I reported this the first night. I felt my case was now just being taken seriously as I had returned one week later and I was promised the staff would be questioned. March 9 I recieved an email that nothing had been learned or found. I have been shocked, disappointed, and frustrated that a world wide organization as the Hilton does not have a consistent process in place when expensive items are taken from a room. The online form should have been given to me immediately when I reported the loss. Also I should have been able to speak to the head of security right away in order to give the details of my story which would have been helpful in his investigation. When I checked out, the manager gave me his phone number and told me he would contact me. But to find that it was out of service, and he did not return my emails or messages, this is not understandable. I am writing this as The Hilton should be responsible for their staff in any position from housekeeping to manager. There also needs to be a consistent process where the victim is able to speak to the head of security and be given answers in person, not just in an email.

We had a lovely dinner at the Mediterranean restaurant, in particular Luz and Marco were excellent, very friendly and attentive, and helpful with our questions, the food was incredible, and we even got some evening entertainment with some dancers and singers

We just had a brilliant dinner at the Mexican Chophouse, where Marco really took care of us for a special birthday.