Hilton Garden Inn Cancun Airport - 77569 Cancún

New hotel, which recently opened at the beginning of March. Naturally, everything is super clean and the rooms are in very good shape. Walking distance from T2 or T3. But I have to deduct one star because the hotel shop feels like a bit of a scam. 1.5 liter of bottled water cost 260 pesos, although this is the only alternative to get drinking water if you arrive after 10pm. The safe in the room was also not working.

I loved it sooo much!! Super clean, breakfast was amazing, Abraham, Humberto, and Mariana were sooo sweet and helpful. Abraham helped us with car service arrangements and everything else we needed big thanks to him. Luis behind the bar was great also thank you to the entire staff for being so helpful and taking care of our needs we will definitely come back to this hotel just because of the service

This is NOT in the airport as advertised. There is also no shuttle from the airport. You will have to walk about 10 minutes across a huge, isolated, dark parking lot and along a road to get there. If you are booking this hotel so you feel safe as a solo traveler or arriving late at night, don’t. Once I arrived the room was nice enough and clean.

Definitely not worth the $230 CAD we paid for a night in this hotel. The room was underwhelming to say the least. Bed sheets were scratchy and very uncomfortable. The worst part was having a shower and realizing the shower drain was clogged. I looked down after only a few mins and was standing a couple of inches deep in water that had a disgusting amount of other peoples hair floating in it. The only thing this hotel has going for it is it’s proximity to the airport. Definitely would not recommend!

This brand new hotel that carries the well recognised brand of Hilton is awful. The hotel staff are un attentive and evidently have never been trained in customer service of any sort. Generally 2-4 people work on reception, yet restaurant staff at the buffet and down stairs restaurant as well as the bar by the pool are invisible. I was given an incorrect room but the staff member on reception didn’t care and told me the room I had booked wasn’t available, the only option was the one I was given which was horrible small and dark. I was also told I needed to pay $175 dollars which I had already paid after arguing with me he finally checked my booking and confirmed what I already knew. No direction is given to help guests find there room not even the lifts. I waited 15 minutes to be noticed when wanting food in the evening because the staff were hiding in the kitchen. Then the following day while waiting for my flight, I wanted food around the pool. The bar opened at 12 and once again not a member of staff in sight, when I went to ask at reception I was advised someone would up there shortly. This was not the case. After repeated attempts, I gave up and walked to the airport early where the food is even worse but at least the staff actually serve you. Horrendous

The staff was extremely unprofessional. Twice during our stay at 5:28AM and 8:30AM hotel staff violated our privacy by barging into the room with their master key. When I asked reception staff about it (two separate shifts) all they simply responded each time was, “we will investigate and get back to you”. They never got back to me, never apologised about it nor did they even try to make it right. It was such a violation of privacy and for a Hilton branch and their costs, you’d expect them to do better. Bad business form and hope to receive the results of their ‘investigation’ as to why they broke an entry.

I was hesitant to stay at this hotel due to the previous mixed reviews. The convenience of location ultimately persuaded me to try it. I am glad I did, as the location, service and cleanliness were outstanding. Although checking takes longer than the US, this appeared to be typical for all of our stays in Mexico. The rooms were clean, the on-site restaurant had plenty of food choice and the taste and presentation were far above what I would get at US Garden Inn. The location is nearly directly between Terminal 2 and Terminal 3 with sidewalks and crosswalks for easy pedestrian access. We caught an ADO bus back from Playa del Carmen and got off at Terminal 2 to walk to the hotel. The next morning our walk to Terminal 3 was a bit closer, but not by much. Both distances were less than 5 minutes. The only notable concern might be staffing. We had no problems, but the hotel was not busy and our waiter was servicing everyone in the restaurant (approx 5 tables full) and providing room service. He was notably over extended, but polite and extremely attentive. I would easily stay again and have no reservation recommending the hotel to anyone traveling to Cancun.

The Hilton hotel staff were so amazing and accommodating. We were forced to evacuate terminal 3 at the Cancun airport on March 28 and we were in complete disarray. The staff allowed us to shelter, use the internet and provided us with water and a safe place to try and figure out our next move. It was such a great help to us especially as we were traveling with our young child. We ended up staying two nights as our flights changed and the hotel was very clean, the food and drinks were great and the staff was very friendly and provided great service. The fact that they went above and beyond to help so many people out when we were all scared and confused really shows a lot about the employees. We are extremely thankful and appreciate the hospitality!