This is not representative of what I expected of a Hilton. The hardware is decent but the software is terrible. The hotel logistics was a mess, design and layout poor, service mediocre at best. Examples include the very very infrequent cars that travel between your hotel room and the main lobby where most of the facilities and restaurants were. Toilets in the common area were extremely dirty with pee on the toilet seat at most times. Although it was all inclusive, they do not serve alcoholic drinks past 12am. Worst was, one of the nights the wifi stopped and guests had to pay for data.

The animation wasn’t great I think there should be a club for dancing at night And the aigle in the ocean wasn’t nice it stink I wanted to enjoy the beach but spend my money to come for nothing

The hotel was very nice, updated, the food was great, and the staff was very friendly and made it a memorable experience. It was a lot of fun hanging out by the pool with all of the activities and carefully planned out entertainment each night.

La mayoría de personal solo se enfoca en turismo de piel blanca , mi familia y yo somos ciudadanos americanos pero somos mexicanos al mismo tiempo , sin embargo siempre en la atención el personal ponía por delante a las personas de piel blanca , lástima que siendo mexicanos nos hayan echo sentir discriminados, no volveremos

Family friendly, I wish there were shows or events at night.

Amazing All-Inclusive resort! The staff and activities were fantastic. Very Clean!

Todo increíble

Wedding gift Honeymoon trip from our favorite Aunt. It was fantastic. Food, drinks & amenities and staff very good even though it was rainy season.

perfecr

Second time staying at the Hilton Tulum. The staff is great. Daniel took great care of us at the pool and Dani from the entertainment team gave us so fun at the pool. Also had the opportunity to take a spin class in the pool. That was not on my bingo card for 2026 but so much fun. Food is always a struggle as there was no buffet offered at night, all restaurants require a reservation and the food is not it. Also there is an increase in wildlife on the property that was not there 4 years ago. That was not my thing as I was on high alert to make sure they were not running up on me while relaxing.

If I can I can give 0 rating I will because half of the restaurants are closed And there was no buffet dinner it’s hard to do dinner because everybody had to make reservations sometimes we can’t get in at all. we paid full price for bad service I don’t expect this from Hilton I will not recommend this to my family or friends and I will really carefully pick Hilton next time or I will ignore it

I loved everything this place the food , the staff and the environment I loved it all

Need review of AC control.

Great service from staff

The property had excellent foods loves by picky children. The highlight was the kids club. The staff there do an excellent job and my kid always wants to go to the kids club.

Me encantó

Our group booked four rooms at Hilton Tulum Riviera Maya to celebrate three birthdays, but the trip was overshadowed by constant room access issues and poor customer service. On our first day, 3 of our 4 rooms had problems with the bracelet key system. Room 4101 was the worst—we were unable to reliably access it for almost our entire stay. Every day we visited Guest Services, who claimed the issue was fixed, yet we still needed staff to manually open the door, often waiting 20+ minutes outside our room. On the second night, guests in Casa 4 Room 326 became trapped inside their room for over 30 minutes due to a faulty lock, causing us to miss part of our 9:30 p.m. dinner reservation. Staff initially refused to accommodate us, and although a manager eventually helped, promises of further accommodations were never honored. We were later moved to another room, only to have the bracelet for that room fail as well. Communication throughout the resort was inconsistent. We received four different answers regarding hookah service hours. On our final morning, after being told it opened at 9 a.m., we were delayed again and experienced staff laughing while we sought assistance. To make matters worse, on departure day Room 4101 still would not open. It took over 30 minutes and multiple employees to gain access, nearly causing us to miss our airport transfer. The resort is beautiful, but the repeated lock failures, lack of follow-through, poor communication/service ruined the stay.

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Very accommodating. We had a mix up with our departing car service and the Hilton staff was incredibly helpful with arrangements so we would not miss our flight. Saddest part of the trip is the removal of the bracelet

Resort is nice upon entry, clean spacious rooms, good food for breakfast lunch and dinner, great activities at the resort, nice waterpark and kids center. Me and friends did experience racism at the pool with a white guest from another country, telling me and friends to go back to our country or where we came from. The staff attempted to rectify the situation and although they were apologetic, the incident/altercation happened a second time this time a male got involved. We’ve been to this resort now twice and never experienced this. This definitely dampened the rest of the trip, Overall nice resort besides this issue.