Hilton Tulum Riviera Maya All-Inclusive Resort

For a resort that promotes an entire section dedicated to families and children, Hilton Tulum really falls short when it comes to accommodating young kids. One of our biggest frustrations has been the lack of kid-friendly food options and the inconvenient dining hours. The buffet is only available for breakfast, and the earliest dinner reservations are at 6 PM, which is quite late for families with young children. Even then, the restaurants offer very limited children’s options, sometimes only one item on the menu. It makes something as simple as feeding your kids unnecessarily difficult. The children’s amenities have also been disappointing. The outdoor playground is closed for maintenance, and the Kids Corner only allows children ages 4 and up to participate, leaving very little for younger children to enjoy. When a resort specifically markets itself as family-friendly, you expect more thought to be put into the needs and routines of families with young children. Earlier dining options, more variety on children’s menus, and activities accessible to younger kids would make a huge difference. Overall, the resort has been disappointing from a family perspective. For a property that puts so much emphasis on catering to families, the actual experience doesn’t live up to what’s advertised.

The Hilton Riviera Maya Tulum is by all means one of the best places we have stayed. My husband and I chose this resort for our honeymoon, and we were welcomed and celebrated like family everywhere we went. The incredible service starts as soon as you pull onto the property - you are welcomed with smiling faces who take your bags to your room and hand you yummy margaritas. Our dining experience at every restaurant was no different. The food was wonderful and the service was exceptional. We even did the omakase experience which was phenomenal! The spa is gorgeous and so are the pools - so much to do just on the property! Overall, this was such a beautiful place to spend our honeymoon and we will absolutely be back!

My wife and I recently had the opportunity to stay at Hilton Tulum Riviera Maya through the Fitness Vacation Exchange program, and overall, we had a wonderful experience. One of the first things we noticed during our stay was that the resort was operating at relatively low occupancy. At times, the property felt almost empty. While that created a quieter atmosphere than we might normally expect from a large all-inclusive resort, it also resulted in an incredible level of personalized attention. The staff consistently went above and beyond, and the service became one of the biggest highlights of our entire trip. There were several team members who stood out and deserve special recognition. Luis and Alex at Noriku were fantastic. They were welcoming, attentive, personable, and helped make our experiences at the restaurant some of the most enjoyable meals of the trip. Their service felt personal rather than transactional, and we genuinely looked forward to seeing them. David at La Luce was another standout. His hospitality and attention throughout our meals made a noticeable difference in our experience. He made us feel taken care of and helped create the type of service experience you hope for when staying at a Hilton resort. We also had a great experience with Ernesto and Fernando from the photography team. They were friendly, engaging, and took some amazing photos of us all throughout the week. we left with a handful of the best. The entertainment team — Christian, Monica, Hilario and others — deserves special recognition as well. With the resort being so quiet, creating energy and engaging guests could have been difficult, but they continued to bring great attitudes and enthusiasm. They made an effort to interact with us personally and got us prepared for fitness classes each and every day. Our breakfast crew was consistently excellent. Breakfast became one of our favorite parts of the day because of how attentive service and the best quality, customizable food options. By the end of the stay, it felt less like simply walking into a restaurant and more like walking into our own kitchen. Lucy at the coffee shop also deserves recognition. She was wonderful throughout the week and was another example of the warm, friendly service we experienced across the property. Across the resort, the staff demonstrated genuine hospitality. With lower occupancy, it would have been easy for the property to feel disconnected or for employees to simply go through the motions. We experienced the opposite. People took the time to talk with us, remember us, and make sure we were enjoying ourselves. The food was probably the area where our experience was more mixed. Overall, we would describe the food as average for an all-inclusive resort. There were certainly meals and individual dishes that we enjoyed, but the culinary experience itself was not the primary reason we would return. That said, after the first couple of days, we learned how to navigate the different restaurants and menus and found some great options. Because health and fitness are such a large part of our lifestyle, we generally look for meals centered around quality protein, vegetables, fruit, and relatively simple ingredients. Once we became familiar with the restaurants, we were able to put together meals that worked very well for us. Breakfast in particular made it easy to start the day with eggs, protein, fruit, and other healthier options. The food may not have been the strongest component of the resort, but the service surrounding the dining experiences often elevated the meals themselves. The Hilton Tulum Riviera Maya is a beautiful property. The grounds are expansive, the pools and common areas are well maintained, and there are plenty of areas where guests can relax. The rooms are average and the beds are moderately comfortable. We spent TWO full days at the Conrad spa, they were running deals on massages so we could not pass. The spa is one of the best we have experienced all around the world. Beautiful Design, great accommodations. Amazing staff, great service and high quality masseuses. Highly Recommend!!!

Amazing resort. Very clean and very organized. Service is phenomenal. Our favorite restaurant was Noriku. Our waiter was Luis and he was amazing. Attentive, fast and thorough with explanations of the menu. Highly recommend this resort. We will be back!

We have just come back from a 10 beautifully relaxing days at this fantastic resort. We’ll touch on a few areas that were of concern to hopefully help others through the myriad of negative reviews which in most ways seem unjust to us. We travelled as a family of 3 (2 adults and one infant at 20 months old) Firstly - we travel a lot. We know a poor hotel from a good one! This is an excellent hotel and should receive wide praise. The property is fresh, clean and constantly being tended to by staff. One of the most beautiful modern properties we have stayed in. We had a standard nature view room in Casa 5, close to the splash park and Vela Sur / bar 360. Given the all inclusive concept, we would go as far to say the best we have stayed in bar the Maldives (which was a Pullman, I would say was similar standard). The property at a low occupancy for the majority of our stay apart from conferences that were taking place. You rarely cross paths apart from shuttles and breakfast. The low capacity did change drastically just before our departure. What we loved: •The choice - there is food everywhere all the time! Want a sandwich? Head to Le Churriea, want street food? Vela Sur covers you for lunch.. want it to your sun-bed? Sea Salt has you covered… the only thing you need to decide is how you want to spend your day and choose the pool area accordingly. The pools and splash park ahead of Casa 6 bring a family vibe, the pools directly near Sea Salt and Casa 2 bring a more chilled Ibiza style whilst the ‘main’ pools near the lobby / beach bring an all rounder feel (one being adults only). There is something available all the time in terms of food offer. Don’t be put off the buffets can close. There is plenty of option and just plan accordingly. The 24/7 cafe is a god send if you have children, especially when you have travelled from the UK and the time difference means they are awake at 2:30 wanting breakfast! We have seen temperature of food mentioned as an issue. We never felt this was a problem. •The property - the property is stunning. Not much more I can say here, but we were impressed. Clean, well presented and maintained. The location is remote (15 min taxi ride to Tulum & 40 mins from Playa Del Carmen) We never felt this an issue, however as a family not really wanting to venture out at night, we used the length and breadth of what the property had to offer to our advantage. We did a few trips which did feel unnecessarily lengthy due to the location, but we knew this ahead of time, so was our choice. The rooms are spacious which they had plenty of storage (a rare find!) •Service - Mainly outstanding, we may have been spoilt as the property was so quiet. At one point we were the only people around the splash park and pool adjacent combined! We had 5-6 employees serving us and us only! It did lead to some too attentive service in the à la carte restaurants (getting through three courses on less than an hour!) but we’re not complaining! But also, what’s the rush!!? We asked to extend our time in the room the final day which was just done. No fuss, no charge, just ‘let us update your bracelets’. This is always something I dread facing into when we have late departing flights. Here however, was a dream. Our daughter was always made to feel welcome, which was also a plus for us! Staff were constantly acknowledging her and making sure she was ok through us. She loved the attention! On bracelets… we preferred them to key cards. Again people complain about them. Not sure why?!? Let’s do the areas that missed the mark for us and when I say ‘missed the mark’ I mean, ever so slightly… I wouldn’t drop a star because of it! •Beach - there is a beach. It isn’t long and sandy. Rather adequate and rocky. It does the job, and is lovely, but don’t expect long romantic walks! •Room Service - the menu is limited given the vast array elsewhere across the property. One night we ordered 4 glasses of wine which we knew would roughly equate to a bottle. Rather than leave the bottle the staff member continued to pour the wine into glasses. A small thing but was just like ‘why?!?’ In terms of timings of delivery… all fine! •Conferences - I’m putting this for no other reason than I know some may be concerned. They didn’t bother us at all! But the buffets do close in the evening when large conferences take place. There are plenty of options to dine. Use them! We had the HPN conference whilst there as well as another I can’t remember the name of! The catering for these events takes a good deal of capacity, and is obviously a market this property wants to play in, therefore be prepared and check what’s on before you go. As mentioned, it didn’t bother us at all, but some of the people attending the conference felt they were privileged over you to be there! •Tipping - this is only something I raise as had one incident which left a sour taste. We get tipping is widely expected in this part of the world, but it is at the customers discretion. Our last evening meal we took at Auma (probably our favourite amongst all the à la carte restaurants). Previous nights we felt no pressure to tip should we not want to, the level of service is something I expect at a Hilton hotel. We did receive, what I would class as the service akin to the resort, but after our meal, we were almost chased down for a tip. Sorry… not how it works in my book! Take that as you will. Was one very small incident which I believe worth raising. •Capacity service - I know I covered this in our things we loved… the property was quiet, very quiet when we were there. Sometimes us being one of two tables at breakfast at 8am in a room that seats at least 200! I understand it’s not like this all the time, and September being the quietest of months. That all changed in 15th September as many came to celebrate Mexican Independence Day (16th September). The property went from quiet to what felt like full over night, which was welcome to have some atmosphere! The pool areas were now buzzing as well as the buffet restaurants open and serving to the masses. We only really noticed at breakfast but service for the likes of Coffee delivery / items missing from the buffet / staff not wanting to replenish (had incidence where pancakes wouldn’t be made even an hour before the buffet closed) took a hit. We were probably spoilt before as the buffet felt more what we were used to at All Inclusive buffets, that said, in the past we have had better organisation at high end hotels such as this during peak times. If management can sort this, the resort would fly at anytime! In conclusion, would we recommend this resort? In a heartbeat… a few minor areas could take this resort from brilliant to the best in class in the area. Working in hospitality, I know it takes cost to throw at these minor things to achieve that, and probably isn’t worth it from the managements side to do so. Even without this, the hotel gets a huge applause from us. Thank you for a lovely stay and would not hesitate to book again should we come back to Tulum.