Hilton Tulum Riviera Maya All-Inclusive Resort - 77774 Chemuyil

The entire hotel team is incredible. They all work very well and gave us excellent service. Special recognition for the guys from the pool bar: Cesar and Oscar. They treated us very professionally. The girls and boys from the Buffet were also incredible with us (sorry I didn't ask their names) but they were very kind and attentive to us. Congratulations to the entire Hilton Tulum team. About the installation, I must say that it is new. Everything is spotless and beautiful. The pools were our favorite place because the beach is not good. It has stones, so I recommend everyone who plans to visit it to bring water shoes so you can enjoy it. For us it was not a problem because we enjoyed the hotel to the fullest. The food is incredible. Great drinks, very well prepared cocktails. Exquisite specialized restaurants. A tip: the day of arrival we did not have time to book in the specialized ones because the buffet does not open for dinner, but it was not a problem. You can go to the reception and very kindly they help you to settle in some of their specialized restaurants. So don't stress, the Hilton Tulum team does everything possible to make your stay unforgettable. We would always return!!!

FYI: This is a brand new property, so it is still under a bit of construction and shops and certain amenities are not open. I thought I’d give a summary for those considering going there as it is so new. It takes about 1.5hours from airport, and is an easy trip. The property is very secure and gorgeous. They incorporated a lot of the natural surroundings into the spaces and decor, and it was eco-friendly in many ways. All drinks and food are included and it is at a very high quality level. Anytime you need food or drinks you can get it. There are a few upgrade options for meals and wines but very reasonable in price. You wouldn’t necessarily need to upgrade and still have a great experience. The staff and people are so kind and attentive. The space is spotless. We had an oceanfront King room and is was very spacious and well designed. There is a lot of pools and a private swimming bay. There was seaweed but it was cleared in the bay and being actively cleared away. Be sure to ask for all details clearly on the package tours if you decide to go to one. The resort is only 20 minutes from ruins, the city and senotes. Be sure to bring lots of cash for tipping, they do not have an atm. They offer rapid Covid tests for only $13 USD on facility. Everything you could want for a nice getaway is there. We were incredibly surprised and delighted by our experience. We can not express enough how wonderful the staff at this location was.

The resort experience was great since the hotel is fairly new it wasn’t crowded at all. The amenities are nice and they are working on adding additional restaurants. The bar and ambience of the resort is awesome and if you’re looking for a relaxed vacation this is the place. Taxis are available to travel to downtown Tulum and it’s about a 15 minute ride. Great job Hilton and we will be back to this place on our next vacation to Tulum.

We had an amazing experience. The food was delicious, the staff was courteous and amazing, and the property itself a dream. We can’t wait to return once the Children’s area is completed! It may take a little longer for a couple of things just remember to breathe and enjoy your vacation!

If we decide to visit again, I will be sure to come back and update this rating. I am sure that the issues we experienced were due to the hotel being so new. Nevertheless, it's a Hilton property, so I would have expected more for my money. *The rooms are GORGEOUS, but the beds are incredibly uncomfortable. They feel like you are laying on a board of plywood. *The food options were few while we were there. The first night there was only one restaurant open, the second night there were only two. The first night our dinner was served cold. Our second day we ordered quesadillas for lunch. The cheese was so rubbery it was like eating glue. ALL of the drinks from the bar and the restaurants were incredibly watered down. I wondered if there was ANY tequila in any of the margaritas that I ordered. We opted to use room service for breakfast our last day, and our order was wrong. We were pressed for time to ensure we caught our transfer to the airport, so we didn't bother sending it back. *This was a HUGE problem, but didn't affect my rating much because it is a problem from Mother Nature (although there are other hotels that are working with local government to help remedy the problem). THE SMELL OF SEAWEED! It was absolutely nauseating. I was literally sick to my stomach our second day because of it. I chose an ocean view room (and paid extra for it) so that we could enjoy the view of the ocean from our balcony. That was IMPOSSIBLE. The smell of sulphur was so strong that it made me sick to my stomach when I tried to sit on the balcony. *There are few entry points into the water from the beach. If you like swimming in the ocean, this isn't the place for you. The pools are great, but the entry points into the ocean are few, and you need water shoes because of the rocks and man-made obstacles preventing easy entry. All that being said, the hotel is absolutely beautiful, the rooms are gorgeous and clean, and the staff is AMAZING. I think that once they become fully staffed and work out the kinks, this will be one of the area's best hotels. They just aren't there yet. If we decide to visit again, it will be in a couple of years to let them get on their feet, and it DEFINITELY won't be during seaweed season.

As a Hilton Diamond member, I’m definitely disappointed. I redeemed my points to cover our stay. However , I wish I would of selected another property or waited until everyone was properly trained and the construction was completed. Drinks 3/5 I’m not sure what type of liquor they are using but in order to avoid calories consumed on mixers/sugar I had to always ask to add double and triple shots because the drinks without it taste weak and watered down. Food 5/5 Food was excellent, I’m a pescatarian and they offer many options to choose from. Most restaurants have an entire vegan menu. Beach 2/5 The beach has tons of brown seaweed and many rocks. I’ve even seen broken glass on the beach in which stayed there during the duration of our stay. Resort 4/5 New resort, very few guest so it was extremely quiet. Room 4/5 Nice room however house keeping didn’t pay attention to important details such as restocking the fridge in which they claim they do. Several days we had to ask for things like more hand soap, water, even asking for them to empty the trash after they already cleaned the room. Employees 2/5 There are tons of employees just standing around doing nothing. I guess because this is a new resort they are still trying to learn how to provide assistance to guest. For example during dinner they will have 6 people standing around watching but only one person behind the bar making drinks. There’s always disconnect between the guest and the workers and I speak Spanish fluently. One employee says one thing and the other says something totally different.However they are very friendly and welcoming they just haven’t been trained properly to execute. During the check-in process, I was told Because of the allergic reaction I previously was healing from I would be able to attach the hotel bracelet to my phone instead of my wrist. Then 2 minutes later a manager said that option wouldn’t be possible. I said I had an allergic reaction to something and I’m not sure what it was so I don’t feel comfortable wearing this on my wrist because I don’t want to break out with another rash. She then tells me to try it and if I break out with another rash I should come back to her to have it removed. As a medical professional that’s one of the most inconsiderate and ignorant recommendations you could insist for a guest to follow who clearly displayed the healing from a previous rash. After speaking to another supervisor, she apologized and attached it to my phone with no problem. Overall, I would return in the future but definitely not anytime soon since there’s so many better options for the price/location.

What a beautiful and fabulous resort!! And the staff members are so friendly and helpful! Our group was the 1st large group to stay at this brand new resort and one would think they have had lots of practice because there were no problems or issues and everyone looked extremely organized and they were all so very friendly! The food at all of the restaurants was delicious and there is a very large variety from the more formal dining of the Italian and japanese restaurants, to the other restaurants that are more casual! And the breakfast buffet was exceptional! We can't wait to return to this beautiful resort!

This hotel is amazing. Very clean and private. Restaurants are gorgeous and staff is amazing. Pools are all spacious and clean. Really love the attention to detail at this hotel. Food was very top notch and waiters where attentive. This hotels gives you relaxation at it’s finest. Would definitely be going back.