Hilton Tulum Riviera Maya, All Inclusive Resort

Positives - all staff were so friendly, bedroom was beautiful, food was high quality and of variety, drinks also felt premium, very clean, well maintained, spa was amazing. Areas for improvement- the hotel app often had wrong or outdated information about daily activities / food availability, no welcome drink offered on arrival, air con was noticeably loud, bedroom doors slammed very aggressively which woke us up several times, mini fridge kept coming unplugged as it was too big to fit in the cupboard so we had to leave the cupboard door open for the entire trip, jungle facing balcony was unbearably hot as it got no ocean breeze and was in direct sun all day, drinks service around the pools was very slow, evenings lacked any kind of atmosphere and shows were often moved away from the main stage due to private events, buffet was only open for dinner twice in 2 weeks, AV and tech issues happened during most evening shows. Read less

We had the best stay and vacay at this resort. The staff was over the top friending and top notch service. It really made our trip. The food was also exceptional! We made reservations at each of the on campus restaurants and the food at each was amazing. The steak house and hibachi were our favorites. The rooms were clean, big and awesome water pressure in shower. Everything exceeded our expectations. Read less

I just finishing a five-night stay at Hilton Tulum with my family, and unfortunately, we've been disappointed. We previously had a great experience at Hilton Playa del Carmen and expected a similar level of service here, but this stay has missed the mark in several key areas. From the moment we checked in, things started off poorly. We weren't greeted with a welcome drink--not a big deal, but it set the tone. Worse, we discovered that our in-room fridge wasn't working. This was a major issue because we have a 9-month-old who drinks formula, and we need a reliable fridge to store his bottles. We reported the issue immediately, and by day two, still no action. My wife even brought a baby bottle down to the front desk to emphasize the urgency. They assured us it would be a top priority, but nothing happened. Interestingly, staff even suggested they don't like storing baby milk in the lobby fridge, which tells me this fridge issue might be a common problem. On day three, the fridge randomly started working again, but I had marked it and confirmed they never replaced it. As a seasoned traveler, I know when service is lacking--and I definitely don't trust a glitchy fridge with my baby's formula. Funny thing is we were told the fridge was fixed on day 4 of our stay. So much for top priority? Thankfully, we had a backup solution in our travel kit, but families relying solely on hotel amenities might be in serious trouble. Finding baby formula here is next to impossible. Water has also been an issue. The hotel provides canned water, which is great for sustainability, but actually getting it is a challenge. Often, we were told they were out and directed to use the water stations in the lobby, some of which were broken. I don't mind drinking that water myself, but my wife and son have sensitive stomachs, so bottled or canned water is a must for them. I've even started feeling sick--fever and stomach cramps--which could be water-related. Getting our in-room water restocked was also a struggle, even after requesting it. The breakfast buffet situation has been frustrating too. We were told there are two buffets in the morning, but the south one was closed, and clearly had been for a while. No one informed us, which led to long lines at the only open buffet, especially on busy days like Memorial Day. The food was just okay--not nearly as good as what we experienced at Hilton Playa del Carmen four years ago. Other issues include the resort's size and layout. It's huge, and the transportation shuttles run every 10-20 minutes, so we've had to walk long distances often. That's tough with a baby. Many typical amenities like reliable water access just aren't there, and I suspect this is partly because of the resort's remote location--essentially in the jungle--with limited resources. To be fair, the staff have been kind and speak good English, which we appreciated. The property itself is beautiful. But quality control is severely lacking. Whoever manages this resort could learn a lot from Hilton's other international locations. I've learned my lesson: I won't be trusting large-scale international Hilton resorts again without deeper scrutiny. That said, we did our best to enjoy ourselves and have already adapted to the challenges. There are other problems but I already invested too much time towards this review. Read less