Hilton Tulum Riviera Maya All-Inclusive Resort

The only reason I am not giving this hotel 5 stars is because of the food. It wasn’t terrible but it wasn’t great. Other than that, this trip was absolutely fantastic. The service was perfect. We had servers at our pool each day, shout out to David, Angel, Sunita and Ines BUT a bigger shout out to Daniel!! All of them went above and beyond to ensure we had a great time. Eliana, our pool blackjack dealer was great! Made it so fun when she appeared. Our room was spectacular as were the views. Wonderful trip!!!

The kids club is amazing! My 6 year old cried the last day because he was not coming back to the kc. The tachero are amazing.

Got it — same message, more straightforward and grounded: > We want to specifically recognize two staff members who made a real difference during our stay: Gustavo and Christian, who handle luggage and guest shuttles across the resort. Gustavo was calm, patient, and genuinely kind, and he helped us work through an issue at check-in when we really needed it. His willingness to listen and help took a stressful moment and turned it around for us. Christian was consistently friendly and approachable, took time to answer our questions, and gave us helpful tips about the resort. He also remembered us throughout our stay, always saying hello and checking in to see how things were going, which meant a lot. Experiences like this are why we’d come back. Gustavo and Christian stood out, and several members of the kitchen and restaurant staff also played a big role in making our stay enjoyable. The people here are what make the resort worth returning to.

Everything was going well until a rude staff member from this resort ruined what was supposed to be an enjoyable Christmas dinner. Yes, it was Christmas, yet this staff member who claimed to be a supervisor showed absolutely no compassion or hospitality. Julio, a host at Noriku Restaurant, was extremely unprofessional. We had an 8:30 PM teppanyaki reservation, and I arrived only five minutes late, which is within the stated 10-minute grace period. I stood in front of the host stand without being acknowledged. I understand it was busy, but a simple “Hi, I’ll be with you in a moment” would have been courteous. Unfortunately, there was no greeting at all. When Julio finally addressed me, he said our table had already been given away. I explained that I had been there the entire time but was not acknowledged, yet he continued to insist that we no longer had a table. I asked to speak to a supervisor, and he arrogantly replied that he was the supervisor and still refused to accommodate us. I even offered to wait, but he remained firm and dismissive, which left me extremely upset. Thankfully, another staff member named Daniel stepped in. He was kind, professional, and handled the situation properly by seating us. I truly appreciate Daniel’s professionalism. What I don’t understand is why Julio refused to help when there was clearly plenty of available seating. The audacity of his attitude, his argumentative tone, and the fact that he never apologized at any point was unacceptable. Even when I passed by him later, he simply looked at me no apology, no acknowledgment. I have been a Hilton Diamond member for many years and a loyal Hilton guest. I have traveled extensively around the world and stayed at far more luxurious resorts, and I have never been treated this way. Because of this incident, I completely lost my appetite and could not enjoy our meal or the evening with my family. Thank you for ruining what should have been a memorable Christmas celebration. On another note, I fully understand that Christmas is a busy season. We had reservations at several restaurants during our stay and still waited 30–40 minutes to be seated. Did I complain? Absolutely not because I understand how busy the holidays are. However, being only five minutes late and still within the grace period, yet being told our table was given away, is completely unacceptable. Please look at the attached photo. The way Julio looked at me says everything about his attitude. Someone with this demeanor should not be working in hospitality.

I spent 8 days over December 25’ and the experience was terrible. I can list 20 things that are really bad but will keep it short and sweet: -The hotel ran out of water one day from 8am to 10pm. Lot of miscommunication from the hotel, the toilet in the room dirty, the concierge offering me a bucket of water instead of sending someone to clean. -The food service is very poor. It’s slow, things take ages to arrive if they do, you ask the waiters and they tell you that it’s not their table. -it’s not easy to move around. It’s a big hotel with places everywhere. You need to take shuttles to move around. -organisation is bad. The last day My luggage was supposed to be picked 11:30 from my room, called 11:40 because no one came and they told me that everything is delayed due to the Christmas parade that the hotel organised . I had to walk with all the bags to the lobby to not lose the taxi to the airport. I can continue with many more things but it’s enough. It’s not a bad hotel but not a 5 stars, they also charge you like a top hotel that it’s not.

I had a great experience especially with bellboy Alberto he’s a great dude and really made a trip for me. The hotel was also very clean and the food was very good!!

Amazing place for a 2nd time! The kids club was absolutely amazing and we will be coming back. Our son wanted to just be at the kids club and not even hang out with us! This neve happens! 5 stars for the resort and 10 stars for the kids club and staff!

We stayed at the resort in December 2025. Family of 4, 2 kids aged 12 and 9. Room - simple, clean. Perfect for us. Restaurants: Noriku - Amazing 5* Dinner buffet - Terrible 1* Maxal - Excellent 4* La Luce - Excellent 4* So, if you don't manage to get a reservation at 1 of the a la carte restaurants and you end up at the buffet then it's way below average. Poor food quality, most items unavailable after 8pm. The property is far away from any shops etc, don't run out of sun protection. The prices in the hotel are ridiculous - USD $46 for sun protection spray which costs USD $12 outside the hotel. Pool waiters are very friendly and efficient. Concierge and front desk aren't particularly helpful eg: re Sun protection where they have no other options or buffet dinner disappointment. Christmas week is obviously extremely high occupancy and they struggle to keep up with demand. Eg: they didn't give us 4 towels in our room. I waited over 2 hours to receive one after phoning housekeeping. All in all, a good experience. Probably substantially better in quieter weeks. Make sure to have reservations every night. And make sure you pack enough sun protection!

We had the most fantastic 2 weeks staying at the Hilton. Particular mention to 3 members of staff. Ismael and Daniel at the Seasalt bar were incredible hard workers, super friendly and polite. They both made us feel so welcome and made sure we were always with a drink and food was sorted. Their effort and smiles really made our stay and we cannot thank them enough. Lastly was one of the wine sommeliers, Marcos. He was super helpful with advising us on wines and we enjoyed many good conversations and shared our favourite dessert wines. We enjoyed our experience with home so much that each night my husband and I both hoped we would catch him again at the restaurant. Although I have only mentioned 3 particular members of staff, the entire team were superb. Each one was continually working hard with a smile and we cannot thank them enough.

This resort is beautiful and spread out around the bay, with the main lobby and restaurants at one end and the kids clubs and open air bar and restaurant of Vela Sur at the opposite end with the casas in between. Golf carts and mini vans continually run the length of the property so you only ever need to wait a few minutes for one. However should you wish to walk you can either walk the driveway or you can walk through the corridors of the casas pretty easily. The staff are all super friendly and helpful, keeping service running smoothly and the resort immaculately clean, well maintained and the gardens stunning. All staff greeted us warmly with a smile and a hola/buenos dias. Rooms are large, super clean and mini bars are replenished daily with snacks, water, coffee pods and beverages. We had a king room which had a chaise longue which was great for just chilling. We had room service our first night as we arrived quite late and it was just what we needed after travelling for 18 hours. We could not fault the food, some dishes we ate across the variety of restaurants were fabulous. Our meal at the buffet one evening was rather disappointing and cold, but I think it was more a timing issue as the dishes were replenished just behind us as everyone around us appeared to be enjoying their meals. I loved the fact that your room key is in your bracelet meaning you always have it on you and never fear that your mobile phone is going to wipe it. Such a good idea. You must try the Conrad Spa, it was wonderful and up there as being among the best we’ve tried. It is in a separate building away from both the Hilton and the Conrad but don’t worry as the golf carts/vans will take you there and collect you after. We had a couple of niggles which I think you will always get wherever you stay. But they certainly did not distract from our wonderful stay. And we would go back in a heartbeat! Thank you Hilton Tulum!