Hilton Tulum Riviera Maya All-Inclusive Resort
Hilton Tulum Riviera Maya All-Inclusive Resort
Carretera Cancun Tulum 307 Tulkal Chemuyil, Tulum 77774 Mexico
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Avg. ₱16,037 /night, 1/19 - 1/20
₱27,334
per night
₱21,042
per night
₱14,750
per night
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About
#67 of 237 hotels in Tulum
Location
Rooms
Value
Cleanliness
Service
Sleep Quality
Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
Nestled in a secluded bay, our all-inclusive resort in Tulum overlooks white sands and blue waters. Spend the day at our luxury spa, nine pools, 13 restaurants and bars, private beach, or family zone. We're less than 30 minutes from underwater caves, amusement parks, and Tulum city center, and we're less than two hours from Sian Ka'an Biosphere Reserve.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Fitness Center with Gym / Workout Room
Pool
Free breakfast
Beach
Bicycle rental
Children's playground
Valet parking
Wifi
Yoga classes
Yoga room
Fitness classes
Personal trainer
Hot tub
Pool / beach towels
Swimming pool toys
Pool with view
Outdoor pool
Bar / lounge
Coffee shop
Restaurant
Breakfast available
Breakfast buffet
Breakfast in the room
Complimentary Instant Coffee
Complimentary tea
Complimentary welcome drink
Happy hour
Kid-friendly buffet
Kids' meals
Outdoor dining area
Snack bar
Special diet menus
Wine / champagne
Vending machine
Poolside bar
Bicycles available
Game room
Snorkeling
Water park
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Patio
Waterslide
Board games / puzzles
Video game console
Children's television networks
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids pool
Kids' outdoor play equipment
Pets Allowed ( Dog / Pet Friendly )
Airport transportation
Shuttle bus service
Car hire
Taxi service
Business Center with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Full body massage
Hand massage
Head massage
Makeup services
Manicure
Massage
Neck massage
Open-air bath
Pedicure
Salon
Steam room
24-hour security
Baggage storage
Concierge
Convenience store
Executive lounge access
Gift shop
Non-smoking hotel
Outdoor furniture
Shops
Sun loungers / beach chairs
Sun umbrellas
ATM on site
Butler service
Doorperson
First aid kit
Infirmary
Umbrella
24-hour check-in
24-hour front desk
Express check-in / check-out
Dry cleaning
Laundry service
Ironing service
Room features
Allergy-free room
Blackout curtains
Air conditioning
Desk
Coffee / tea maker
Cable / satellite TV
Sofa bed
Bath / shower
Dining area
Housekeeping
Interconnected rooms available
Private balcony
Room service
Safe
Seating area
Separate dining area
Sofa
Telephone
VIP room facilities
Wardrobe / closet
Bottled water
Clothes rack
Iron
Private bathrooms
Tile / marble floor
Wake-up service / alarm clock
Minibar
Flatscreen TV
Complimentary toiletries
Hair dryer
Room types
Ocean view
Pool view
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Business
Ocean View
Languages Spoken
English, Spanish
Location
Carretera Cancun Tulum 307 Tulkal Chemuyil, Tulum 77774 Mexico
Name/address in local language
Getting there
Car recommended
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travelers to find restaurants and things to do within walking distance.
Grade: 47 out of 100
47
Aerodromo de Playa Del Carmen
40.2 km•
See all flights
Cozumel Airport
45.9 km•
See all flights
Rental Cars
74 Restaurants
within 10 kilometers
Reviews
4.0
1,381 reviews
Reviews summary
This summary was created by AI, based on recent reviews.
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Nestled in a spot that some find blissfully secluded while others consider too remote, the Hilton Tulum Riviera Maya All-Inclusive Resort garners mixed reviews for its location. Travelers consistently commend the resort for its cleanliness and the vibrant atmosphere, complete with lively entertainment and chic decor. The amenities, including various dining options and modern facilities, are generally well-received, although guests have noted room for improvement in service quality.
While the staff's friendliness often earns accolades, slow service and high costs have led to some dissatisfaction regarding the resort's value. Rooms are described as clean and spacious, yet occasional issues like odors and service lapses are mentioned.
Location
Remote
Atmosphere
Lively
Rooms
Modern
Value
Expensive
Cleanliness
Mixed
Service
Friendly
Amenities
Comprehensive
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Detailed Reviews
Hotel's Favorite
We went here with three families including 4 small children.
Pros: Absolutely wonderful for families. The resort grounds are gorgeous, not crowded and very clean. It was a very nice reprieve from the overcrowded concrete jungles in Cancun. The splash park was phenomenal! And they have such large iguanas casually walking around, the children loved that too! The Conrad spa was one of the most beuatiful I've been to, highly recommended! The hotel rooms are large and spacious. The children also loved the buggy carts they got to ride in. I like how the resort was spread out in enclaves, it definitely gave it a secluded feeling and seperated the party hardy group from the families. The nightly entertainment was small scale but exceded my expections.
What was meh? We booked Happy Shuttle from the drive to and from Cancun airport and had a wonderful experience. There's not much of a beach but you can clearly see this from the photos. Service was fine as long as you didn't ask for much. The mixed drinks weren't really drinkable and the food was mediocre at best. The hot water wasn't always working in enclave 6.
Why did I give it 5 stars? Becuase for the price point it's still pretty darn good and we had a wonderful time. If you want better quality food/drink/service, I suggest you don't do an all inclusive or try the Conrad next door.
As a side note: Our return flight got cancelled and United booked us a room at the Hilton in Cancun for one night. Compared to the Hilton in Tulum, the food quantity and quality in the buffet was much better. The restaurants were also the same names. However, it was soooo crowded! Hilton Tulum was worth every penny!
Pros: Absolutely wonderful for families. The resort grounds are gorgeous, not crowded and very clean. It was a very nice reprieve from the overcrowded concrete jungles in Cancun. The splash park was phenomenal! And they have such large iguanas casually walking around, the children loved that too! The Conrad spa was one of the most beuatiful I've been to, highly recommended! The hotel rooms are large and spacious. The children also loved the buggy carts they got to ride in. I like how the resort was spread out in enclaves, it definitely gave it a secluded feeling and seperated the party hardy group from the families. The nightly entertainment was small scale but exceded my expections.
What was meh? We booked Happy Shuttle from the drive to and from Cancun airport and had a wonderful experience. There's not much of a beach but you can clearly see this from the photos. Service was fine as long as you didn't ask for much. The mixed drinks weren't really drinkable and the food was mediocre at best. The hot water wasn't always working in enclave 6.
Why did I give it 5 stars? Becuase for the price point it's still pretty darn good and we had a wonderful time. If you want better quality food/drink/service, I suggest you don't do an all inclusive or try the Conrad next door.
As a side note: Our return flight got cancelled and United booked us a room at the Hilton in Cancun for one night. Compared to the Hilton in Tulum, the food quantity and quality in the buffet was much better. The restaurants were also the same names. However, it was soooo crowded! Hilton Tulum was worth every penny!
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Date of stay: May 2024Trip type: Traveled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hilton Tulum Riviera Maya, Propietario at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Jul 22, 2024
We thank you for your wonderful comments on service which of course have been shared with the entire team. It is always a great source of motivation for our staff to hear that our guests appreciated their services and attention to detail. Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to serve you again in the future. Sincerely, Felix Schlokat Hotel Manager Hilton Tulum Riviera Maya All-inclusive Resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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.
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.
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Date of stay: April 2022Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Julieta Broca, Atención al huésped/Recepción at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Apr 26, 2023
Dear guest, Your opinion is very valuable to us as all of our guests are important, therefore reading that you were able to find aspects of your liking whilst your stay, it turns rewarding to us. On the other hand, we would like to mention that your feedback is really appreciate it since getting to know it help us to improve our level of service and product. Do not hesitate that we will address your comments properly in order for us to deliver a better experience in the future. We would like to keep in touch with you to let you know the outcome. Would you be so kind as to send us a message at CUNHI_GM@HILTON.COM Sincerely, Felix Schlokat Hotel Manager Hilton Tulum Riviera Maya All-inclusive Resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Had a very enjoyable stay at this Hilton property. Room was not ready upon arrival but just hung around the lobby bar while waiting and had a snack at the cafe right near the front desk. Room was nice and in building 4 which is a bit from the main area. While the layout of the resort does create a lot of ocean view rooms it does make getting from point A to point B a little more challenging. Bathroom setup in the room is meh, I know hotels keep moving toward open concept and I totally get it but switch the toilet with the shower so it's more secluded. The mini bar was good here, different soda, good beer, chips and cookies! Nice touch!
The main restaurants are located near building 1 and more family geared areas are by building 6. They run electric shuttles very frequently so you can hitch a ride back and forth. The main buffet was nice but smaller than expected for resort size, it was never open for lunch or dinner while we were there, not sure if this was because of occupancy or always the case. The smaller buffet by building 6 was not our speed - very small. You could order lunch and have it pool side or go to the table areas, also the lobby bar had a good menu. Liked the Italian Restaurant the most, it had the best steak and the pizza was really good. Drinks were the best at the Lobby Bar and while they did have some nice liquors there were some things they didn't have like Midori/Melon liquor. No fruit for drinks either, just different flavors and syrups. I got a little tired of the drinks but liked the menu at the Lobby Bar.
The beach was clear with no seagrass while we were there, you have to navigate about a 10 foot strip of rocks to get to the sandy portion where there are just big rocks that you can avoid, was nice and warm being in a cove type spot and calmer with the man made break. Also if you keep walking the beach towards buildings 4/5 it turns to rocks and you can find a lot of good shells if that's your thing (we did). Beach tip - bring a float! I brought a big cheap one from amazon and it helped me get over the rocks and was very enjoyable in the water!
Like true Mexico fashion the staff was amazing and the cleaning staff was super fast - never waited for our room it was always done right away. Waited for servers a couple times but it was very slow while we were there, staff was really eager to help you out which is so different from the states. Tip them well.
I really wish I could do 4.5 stars because it's only the lack of the larger Buffett at lunch and dinner and the limited drink selection so it's not worth a full star. Oh! Don't run out of sun block here, it's very expensive in the hotel shops, my wife said people kept asking her for sunblock at the pool but we didn't bring much either!
The main restaurants are located near building 1 and more family geared areas are by building 6. They run electric shuttles very frequently so you can hitch a ride back and forth. The main buffet was nice but smaller than expected for resort size, it was never open for lunch or dinner while we were there, not sure if this was because of occupancy or always the case. The smaller buffet by building 6 was not our speed - very small. You could order lunch and have it pool side or go to the table areas, also the lobby bar had a good menu. Liked the Italian Restaurant the most, it had the best steak and the pizza was really good. Drinks were the best at the Lobby Bar and while they did have some nice liquors there were some things they didn't have like Midori/Melon liquor. No fruit for drinks either, just different flavors and syrups. I got a little tired of the drinks but liked the menu at the Lobby Bar.
The beach was clear with no seagrass while we were there, you have to navigate about a 10 foot strip of rocks to get to the sandy portion where there are just big rocks that you can avoid, was nice and warm being in a cove type spot and calmer with the man made break. Also if you keep walking the beach towards buildings 4/5 it turns to rocks and you can find a lot of good shells if that's your thing (we did). Beach tip - bring a float! I brought a big cheap one from amazon and it helped me get over the rocks and was very enjoyable in the water!
Like true Mexico fashion the staff was amazing and the cleaning staff was super fast - never waited for our room it was always done right away. Waited for servers a couple times but it was very slow while we were there, staff was really eager to help you out which is so different from the states. Tip them well.
I really wish I could do 4.5 stars because it's only the lack of the larger Buffett at lunch and dinner and the limited drink selection so it's not worth a full star. Oh! Don't run out of sun block here, it's very expensive in the hotel shops, my wife said people kept asking her for sunblock at the pool but we didn't bring much either!
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Date of stay: October 2022
Value
Rooms
Service
Room Tip: Buildings 2 or 3 would be best.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Julieta Broca, Atención al huésped/Recepción at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Oct 28, 2022
Dear Vanessa P, We are delighted to note that you were impressed by the overall ambiance of the hotel and the service excellence provided by our colleagues. Your kind review is highly appreciated it help us to understand how our guests experience their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that your holiday was an enjoyable one. All feedback received from all our valued guests is essential and extremely important to us. We strive to not only meet but exceed our guests’ expectations. It will be our privilege to have the opportunity to welcome you again! Sincerely, Julieta Broca Journey Ambassador Hilton Tulum Rivera Maya All-inclusive Resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This was a highly anticipated family trip for 10 nights which definitely did NOT impress anyone, young or old. The hotel: The hotel itself is seated along a long path of natural forest, so definitely a lot of mosquitoes. We booked garden view rooms and beach view rooms, but all of them had small bathroom with NO ventilation and the showers (no tub) were all frequently plugged so the water keeps overflowing outside. They also smelled moldy. One of the showers only had scalding hot water that couldnt be used for fear of burning, the repair took about 3 hours. The housekeeping was inconsistent even though we left tips everyday. There were shampoo, conditioner, shower gel available, but half full, so I suspect they were left from previous guest and only replaced when completely empty. No other toiletry items (toothbrush, toothpaste, comb, etc) that would be expected for a 5 star Hilton hotel.
The beach: There is almost no beach to speak of, except for a tiny little strip in front of the main building, but there is no service whatsoever so be ready to bring your own drink. This little bit of beach is also very shallow and full of rocks so don’t expect to do any swimming.
Pools: There are several pools, 2 of them are warm water (one of the positives) but NONE have a wet bar and again, not too many servers so expect slow service. The pool waters also started to turn murky on our 4 or 5th day and there were not that many guests there to begin with. No toys at all at the kids pool, but lots for sale at the several shops in the hotel at triple the price.
Amenities: the snack bar is located at the very end of the hotel at Building 6, and it closes at 6:30. There are no 24 hour snack bars at the hotel. You can order room service, but takes around 1-1.5 hours to arrive and very limited selection of food.
Food: honestly the worst buffet I have ever been to in any hotel (Dominican, Mexico, Cuba). Seriously, even buffets in Cuba are better. Not only is it small, it is only available on Friday, Saturday, Sunday. All other days you HAVE to book a la carte. If you forget to book a reservation for any of the days, expect to wait at the restaurant until they have seating available. As a large family group with young kids, sometimes we just want to grab a quick bite to eat without having to sit down for hours for the full service. That being said, full compliments to La Luca (Italian a la carte) for their service and food. The service was fantastic and the pizza delicious. We actually eat pizza for 3 days straight. The only decent coffee is at the lobby snack bar where they have an expresso machine. They don’t even know how to make an in cappuccino.
Towards the end, all of us were actually looking forward to going home because there were nothing to do other than the increasingly dirty pools. 100% would not be returning and definitely not recommending to anyone, much less a friend.
The beach: There is almost no beach to speak of, except for a tiny little strip in front of the main building, but there is no service whatsoever so be ready to bring your own drink. This little bit of beach is also very shallow and full of rocks so don’t expect to do any swimming.
Pools: There are several pools, 2 of them are warm water (one of the positives) but NONE have a wet bar and again, not too many servers so expect slow service. The pool waters also started to turn murky on our 4 or 5th day and there were not that many guests there to begin with. No toys at all at the kids pool, but lots for sale at the several shops in the hotel at triple the price.
Amenities: the snack bar is located at the very end of the hotel at Building 6, and it closes at 6:30. There are no 24 hour snack bars at the hotel. You can order room service, but takes around 1-1.5 hours to arrive and very limited selection of food.
Food: honestly the worst buffet I have ever been to in any hotel (Dominican, Mexico, Cuba). Seriously, even buffets in Cuba are better. Not only is it small, it is only available on Friday, Saturday, Sunday. All other days you HAVE to book a la carte. If you forget to book a reservation for any of the days, expect to wait at the restaurant until they have seating available. As a large family group with young kids, sometimes we just want to grab a quick bite to eat without having to sit down for hours for the full service. That being said, full compliments to La Luca (Italian a la carte) for their service and food. The service was fantastic and the pizza delicious. We actually eat pizza for 3 days straight. The only decent coffee is at the lobby snack bar where they have an expresso machine. They don’t even know how to make an in cappuccino.
Towards the end, all of us were actually looking forward to going home because there were nothing to do other than the increasingly dirty pools. 100% would not be returning and definitely not recommending to anyone, much less a friend.
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Date of stay: January 2024Trip type: Traveled with family
Value
Location
Service
Room Tip: Dirty water, horrible buffet, find another place to stay
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hilton Tulum Riviera Maya, Director General at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Feb 3, 2024
Dear guest, Thank you for taking the time to share your feedback, it is very important to us. We are very concerned that the service you received was anything less than exceptional, as we take great pride in creating remarkable experiences. Please ensure that we will take your observations to each of the teams you have mentioned in order to make our guests stay seamless. Do not hesitate to contact us directly if you would like to add any other comment. It would be our privilege to have you back and regain your trust. Sincerely, Felix Schlokat Hotel Manager Hilton Tulum Riviera Maya All-inclusive Resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
They have truly created an incredible all inclusive experience that is so worth every penny. The experience starts the moment you pull up, being greeted by a team of bellman offering a wet towel and taking your luggage, greeting you by name and walking you to the check in. We had upgraded to enclave so we got a private check in a lounge where they let you relax while they complete the paperwork and a server is there to offer you a drink as the concierge/butler is there to go over any plans or needs you have and arrange your dinner reservations.
The rooms are massive with high ceilings and a beautifully designed aesthetic and the most comfortable beds and pillows.
The food and drinks were incredible, as someone who is a foodie and does not eat a lot of mass produced/processed food I was prepared for that since it was an all inclusive but was blown away how delicious all the food was at all the restaurants. The drinks were also delicious not watered down syrup like other all inclusive do to cut corners but fresh ingredients and you can actually taste the alcohol in your drink.
The staff were amazing, continuously checking on you to make sure you had everything you needed, even just walking down the hall every one would greet you warmly. There was not a single bad experience as everyone was so friendly, helpful and willing to get you whatever you needed. Bernie and Hosea were our butlers helping us with everything we needed even if you were passing them in the hallway and requested something it was there by the time you were back in your room.
Disclaimer: We went after labor day and it was considered slow seasons, the property is HUGE with over 700 rooms and the restaurants are not large so I understand that if you go during peak season you may have an experience similar to some of the negative reviews since the facilities do not seem large enough to handle so many people. We did book a basic room and upgraded to the enclave right before arrival which is what i would HIGHLY recommend as you get access to two private pools and since it was slow season felt like we had it all to ourselves as the main pool had a lot more people.
It truly was an incredible experience I can't wait to return just make sure not to go during peak season and upgrade to Enclave so worth it!
The rooms are massive with high ceilings and a beautifully designed aesthetic and the most comfortable beds and pillows.
The food and drinks were incredible, as someone who is a foodie and does not eat a lot of mass produced/processed food I was prepared for that since it was an all inclusive but was blown away how delicious all the food was at all the restaurants. The drinks were also delicious not watered down syrup like other all inclusive do to cut corners but fresh ingredients and you can actually taste the alcohol in your drink.
The staff were amazing, continuously checking on you to make sure you had everything you needed, even just walking down the hall every one would greet you warmly. There was not a single bad experience as everyone was so friendly, helpful and willing to get you whatever you needed. Bernie and Hosea were our butlers helping us with everything we needed even if you were passing them in the hallway and requested something it was there by the time you were back in your room.
Disclaimer: We went after labor day and it was considered slow seasons, the property is HUGE with over 700 rooms and the restaurants are not large so I understand that if you go during peak season you may have an experience similar to some of the negative reviews since the facilities do not seem large enough to handle so many people. We did book a basic room and upgraded to the enclave right before arrival which is what i would HIGHLY recommend as you get access to two private pools and since it was slow season felt like we had it all to ourselves as the main pool had a lot more people.
It truly was an incredible experience I can't wait to return just make sure not to go during peak season and upgrade to Enclave so worth it!
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Date of stay: September 2023Trip type: Traveled with friends
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hilton Tulum Riviera Maya, Director General at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Sep 18, 2023
Dear Guest, We would like to express our gratitude for the comments you made about your recent visit. They help us to understand how our guests experience their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that your holiday was an enjoyable one. We continuously strive to deliver high standards and to ensure that all our guests leave with beautiful vacation memories. Your enthusiasm for our staff is very much appreciated and will be a great source of motivation, we will certainly not fail to convey your very kind compliments to all of them. We will be pleased to welcome you back. Sincerely, Felix Schlokat Hotel Manager Hilton Tulum Riviera Maya All-inclusive resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I’ve never been one to gravitate to the all-inclusive hotels but since this was a newer hotel in a great location I deviated. I also worked remote during the week so the “all-inclusive” made it easier to balance work, food and activities well.
The property is well designed with beautiful grounds. I was upgraded to a full clean view room at Casa 3. While they offer golf cart transportation between the various guestroom buildings and the main buildings (where the restaurants, gym and bars are located) staying at Casa 3 is ideal for walking under less than 5 minutes. That building (as well as Casa 2) have additional pool options for privacy if you don’t want to be in the busy scene at the main pools.
The food was fine. The buffets are certainly abundant and have something for everyone. They are all available for all 3 meals. Then there are the 4 “speciality” restaurants. The team members clearly communicate the importance of making dinner reservations in advance but not sure it’s that necessary especially if the hotel is at low to medium occupancy. My favorite meals were at Maxal (the Mexican restaurant), Auma (the steak house) and the Asian. Can definitely pass on the Italian which was below mediocre.
The gym was fairly well equipped. There is an opportunity to remove some of the cardio and add more weight machines.
The associates are extremely kind, friendly and always willing to help.
This hotel is adjacent to the Conrad which offers more elevated experiences if you’re looking for a change in the same area.
The hotel is also about 13 miles from Tulum.
Would definitely return on a future visit.
The property is well designed with beautiful grounds. I was upgraded to a full clean view room at Casa 3. While they offer golf cart transportation between the various guestroom buildings and the main buildings (where the restaurants, gym and bars are located) staying at Casa 3 is ideal for walking under less than 5 minutes. That building (as well as Casa 2) have additional pool options for privacy if you don’t want to be in the busy scene at the main pools.
The food was fine. The buffets are certainly abundant and have something for everyone. They are all available for all 3 meals. Then there are the 4 “speciality” restaurants. The team members clearly communicate the importance of making dinner reservations in advance but not sure it’s that necessary especially if the hotel is at low to medium occupancy. My favorite meals were at Maxal (the Mexican restaurant), Auma (the steak house) and the Asian. Can definitely pass on the Italian which was below mediocre.
The gym was fairly well equipped. There is an opportunity to remove some of the cardio and add more weight machines.
The associates are extremely kind, friendly and always willing to help.
This hotel is adjacent to the Conrad which offers more elevated experiences if you’re looking for a change in the same area.
The hotel is also about 13 miles from Tulum.
Would definitely return on a future visit.
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Date of stay: April 2023Trip type: Traveled solo
Room Tip: Stay at Casa 3 if you like to have the flexibility of walking
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Julieta Broca, Atención al huésped/Recepción at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Apr 18, 2023
Dear FreqTrvl75, Thank you for taking the time to share your amazing experience with us! It is great to hear you enjoyed everything from your accommodation to the beautiful hotel scenery. Knowing that during your Stay you were able to relax and work at the same time make us feel very proud, certainly our facilities are created to satisfy any needs. We love to know that we were part of your unforgettable trip to Tulum, Mexico, and we would love to be part of it again, thank you for choosing us. Looking forward to seeing you soon. Sincerely, Felix Schlokat Hotel Manager Hilton Tulum Riviera Maya All-inclsuive Resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The entrance of the hotel and the main hotel is beautiful, the rest of the resort is ok. I don’t like that they have certain hours that they serve alcohol at an all inclusive resort, you can’t drink before 10am except mimosas and then everything shuts down around 10/11pm and they stop serving alcohol then. I didn’t like room service wasn’t 24 hours and the rooms don’t have a mini bar in them and you can’t get just a bottle of alcohol they have to make you the actual drink and that’s before they shut down the kitchen at a certain time which is early. They don’t have a swim up pool bar which is needed because Olivia at the pool did a great job helping us but you can tell she was doing it by herself. The steak restaurant was very good and Octovio did great helping us. The bar area is nice and Angel did a great job helping us, but I don’t like the Moet Chandon machine for a tiny bottle costs $45 per bottle. Overall the staff was nice and the food was good.
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Date of stay: May 2022Trip type: Traveled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Julieta Broca, Atención al huésped/Recepción at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Aug 18, 2022
Thank you for sharing your feedback about your experience with us, as our main goal is to ensure we keep on delivering unforgettable holiday experiences to our guests, your comments are crucial and we highly value your time and constructive critics. Your enthusiasm for our staff is very much appreciated and will be a great source of motivation, we will certainly not fail to convey your very kind compliments to all of them. Once again, thank you for your visit and constructive comments, we hope to have the pleasure of serving you again in the near future. Sincerely, Julieta Broca Journey Ambassador
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The property is beautiful, the pools are wonderful and the rooms are modern and functional . The beds were very comfortable, the shower was incredible and the balconies were large with comfy chairs. The views from our room were beautiful and never got old.
The pools were not too busy, other than the two party pools at the main building. There was no need for the usual early morning race to reserve lounge chairs. We had no issue finding lounge chairs arriving at the pools mid to late morning. Towels were also plentiful at each pool and there was no need to take them with you at night to guarantee having one the next day.
The food was average at best, with the a la carte restaurants being very disappointing. We found the best quality food was through room service. The buffet food areas were small, cramped and the ever popular omelet stations were too few and always had very long lines.
Food was not always available, the selection of food was minimal, both of which were weird for an all inclusive resort. (An exception was the burgers, they were excellent).
The pool and restaurant service was not good. The pool side servers were friendly and hard working, but they were understaffed which led to the poor service. Infrequent service and long delays in waiting for drinks made it necessary to order several drinks at one time. The restaurant staff seemed to have a genuine lack of care for providing basic decent service. Drinks not being refilled or delivered at all was not uncommon.
Another concerning issue for anyone contemplating going to this resort is that the resort hosts work conventions each week. Large work groups stayed at the resort, which was not an issue. The issue was the buffets based their schedule and service around the work groups. Resort guests were refused entry into the buffet while the work groups ate, despite the buffets being advertised as open at those times. This occurred at breakfast, lunch and dinner services. Resort guests were treated as 2nd class to the convention groups.
The housekeeping was inconsistent as well. We had to request our room to be cleaned one day at 6 pm after it was apparent the staff had skipped our room.
We enjoyed our trip, but we would not go back given the disappointing food quality and consistently poor service.
The pools were not too busy, other than the two party pools at the main building. There was no need for the usual early morning race to reserve lounge chairs. We had no issue finding lounge chairs arriving at the pools mid to late morning. Towels were also plentiful at each pool and there was no need to take them with you at night to guarantee having one the next day.
The food was average at best, with the a la carte restaurants being very disappointing. We found the best quality food was through room service. The buffet food areas were small, cramped and the ever popular omelet stations were too few and always had very long lines.
Food was not always available, the selection of food was minimal, both of which were weird for an all inclusive resort. (An exception was the burgers, they were excellent).
The pool and restaurant service was not good. The pool side servers were friendly and hard working, but they were understaffed which led to the poor service. Infrequent service and long delays in waiting for drinks made it necessary to order several drinks at one time. The restaurant staff seemed to have a genuine lack of care for providing basic decent service. Drinks not being refilled or delivered at all was not uncommon.
Another concerning issue for anyone contemplating going to this resort is that the resort hosts work conventions each week. Large work groups stayed at the resort, which was not an issue. The issue was the buffets based their schedule and service around the work groups. Resort guests were refused entry into the buffet while the work groups ate, despite the buffets being advertised as open at those times. This occurred at breakfast, lunch and dinner services. Resort guests were treated as 2nd class to the convention groups.
The housekeeping was inconsistent as well. We had to request our room to be cleaned one day at 6 pm after it was apparent the staff had skipped our room.
We enjoyed our trip, but we would not go back given the disappointing food quality and consistently poor service.
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Date of stay: March 2024Trip type: Traveled with family
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hilton Tulum Riviera Maya, Propietario at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Apr 11, 2024
Dear guest, Your opinion is very important to us; therefore, we really appreciate the time you have invested in sharing your experience as our guest, we would like to express our gratitude for the comments you made about your recent visit. They help us to understand how our guests experience their stay with us. We are also grateful due to the feedback mentioned in your comments; rest assured that the specific concerns have been raised with the appropriate departments in order for us to improve our quality and product. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to serve you in the near future. Sincerely, Felix Schlokat Hotel Manager Hilton Tulum Riviera Maya All-inclusive Resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We thoroughly enjoyed five days at the Hilton Tulum and hope to return! It truly is “eco-chic” as described. The hotel itself fits the landscape with buildings curved around a Caribbean bay. Few if any single use plastic or paper products, electric shuttle vehicles, plentiful water bottle fillers, air conditioning that shuts off when the veranda door is open too long and other features were conscious choices that honored the beautiful natural setting.
The food was delicious, varied and beautifully served in the the several restaurants (Maxal was our favorite) , the buffets (the breakfasts were the BEST!! ) and Azulinda for ice cream was an all too frequent stop. And imagine finding Johnnie Walker Black as a “regular pour” scotch at the poolside bar, when we made a rare switch from varieties of margaritas and morning mimosas, etc. etc.
Other things we liked were the “all inclusive” bracelet serving as the room key, the lovely, quiet, smartly designed rooms with the most comfortable beds ever, and surprisingly (because I didn’t think I would) the shuttles. But our favorite thing had to be the service. Maybe it’s different if the hotel is crowded, but it seemed there was helpful staff everywhere, cleaning every surface, checking pool chemicals, never letting your glass or plate stay empty and whisking it away when it was. I really did feel pampered and wish I could mention specific folks, but there were so many friendly, helpful people it would be impossible. Most of the staff I spoke with were clearly working to improve their English, putting my lack of Spanish to shame.
I hope the Hilton Tulum can maintain it’s high standards. Mostly I just hope we can return…..
The food was delicious, varied and beautifully served in the the several restaurants (Maxal was our favorite) , the buffets (the breakfasts were the BEST!! ) and Azulinda for ice cream was an all too frequent stop. And imagine finding Johnnie Walker Black as a “regular pour” scotch at the poolside bar, when we made a rare switch from varieties of margaritas and morning mimosas, etc. etc.
Other things we liked were the “all inclusive” bracelet serving as the room key, the lovely, quiet, smartly designed rooms with the most comfortable beds ever, and surprisingly (because I didn’t think I would) the shuttles. But our favorite thing had to be the service. Maybe it’s different if the hotel is crowded, but it seemed there was helpful staff everywhere, cleaning every surface, checking pool chemicals, never letting your glass or plate stay empty and whisking it away when it was. I really did feel pampered and wish I could mention specific folks, but there were so many friendly, helpful people it would be impossible. Most of the staff I spoke with were clearly working to improve their English, putting my lack of Spanish to shame.
I hope the Hilton Tulum can maintain it’s high standards. Mostly I just hope we can return…..
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Date of stay: September 2022Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Julieta Broca, Atención al huésped/Recepción at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Oct 24, 2022
Dear lizcV8196ZR, We cannot express in words the infinite happiness that you make us feel when you write to us about your experience at Hilton Tulum Riviera Maya. Thank you very much for taking the time to share your comments with us, your enthusiasm for our staff is very much appreciated and will be a great source of motivation, they work very hard to improve their skills we will certainly not fail to convey your very kind compliments to all of them. We hope to see you again soon at your Home away from Home! Sincerely, Julieta Broca Journey Ambassador Hilton Tulum Riviera Maya
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I hardly ever leave reviews but felt I needed to for this resort. We were so disappointed with our stay. The main reason we picked this resort is the kids pool area and the beach access because we were traveling with a 4 and 7 year old. We upgraded and paid extra for a partial beach view. The view was absolutely comical. If the wind blew the brush/trees/overgrown vegetation you may get a glimpse of the ocean. We complained about the view and was told they are not allowed to cut the vegetation per state regulations. We requested to be moved to a better view, no partial views available so we paid an yet another additional fee for an ocean view. My suggestion would be don't bother paying an extra fee for partial view because there isn't any. Next, we had two rooms that connected, out of the 5 days my key worked once for my room. Thank goodness we had them program our keys to open both doors, that is the only way I could access my room. The rooms were cleaned but I had to call for towels and drink refresh one night. After the hurricane hit my son called to find out if they had sustained damage and was told it was very minimal, mainly cosmetic but should be repaired by the time our trip was planned. Got there and the kids pool was closed (our main reason booking this location) because sand had gotten into the filtration system and they were bulldozing the beach area all along the shore (we assume to repair the hurricane damage). The beach area is nothing like the picture, be prepared it is very rocky hard to maneuver with kids. The food was ok, the best dinner we had was the Italian restaurant. Our waiter at the Mexican restaurant was fantastic but the food choices were odd to us. Overall, we decided we would not return to this location again. Our flight was cancelled and instead of calling to stay another night we opted for another resort.
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Date of stay: July 2024Trip type: Traveled with family
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Room Tip: We were always able to find plenty of lounge chairs at the pool by the kids pool and obstacle...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hilton Tulum Riviera Maya, Propietario at Hilton Tulum Riviera Maya All-Inclusive Resort
Responded Jul 23, 2024
Thank you for taking the time to share your feedback, it is very important to us. We are very concerned that the service you received was anything less than exceptional, as we take great pride in creating remarkable experiences. Please ensure that we will take your observations to each of the teams you have mentioned in order to make our guests stay seamless. Do not hesitate to contact us directly if you would like to add any other comment. It would be our privilege to have you back and regain your trust. Sincerely, Felix Schlokat Hotel Manager Hilton Tulum Riviera Maya All-inclusive Resort
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Not sure ! I know they had plenty of bottle water and saw Sam’s club on way to resort
Yes there were selected times where there were activities for everyone.
Is the Enclave really worth an extra $1000 or more per room?
We have 3 rooms with 9 people so $3,000
i was very happy NOT in the enclave so I guess if you want to try it, but it's not necessary
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"Be very careful who you book your excursions with inside the hotel as we got ripped off on one of them . Take a couple of light jackets for the nightime as it can cool down "Read full review
"Buffet options don’t have ice cream so you need to get it from the outdoor area by the kids pool"Read full review
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PRICE RANGE
₱18,437 - ₱32,309 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaTulum
NUMBER OF ROOMS
735
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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Frequently Asked Questions about Hilton Tulum Riviera Maya All-Inclusive Resort
Which popular attractions are close to Hilton Tulum Riviera Maya All-Inclusive Resort?
Nearby attractions include Aktun Chen (1.0 km).
What are some of the property amenities at Hilton Tulum Riviera Maya All-Inclusive Resort?
Some of the more popular amenities offered include free wifi, free breakfast, and a pool.
Which room amenities are available at Hilton Tulum Riviera Maya All-Inclusive Resort?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Hilton Tulum Riviera Maya All-Inclusive Resort?
Guests can enjoy free breakfast, an on-site restaurant, and a lounge during their stay.
Is parking available at Hilton Tulum Riviera Maya All-Inclusive Resort?
Yes, free parking, secured parking, and valet parking are available to guests.
What are some restaurants close to Hilton Tulum Riviera Maya All-Inclusive Resort?
Conveniently located restaurants include Kengai, Maratea, and Autor.
Are there opportunities to exercise at Hilton Tulum Riviera Maya All-Inclusive Resort?
Yes, guests have access to a pool, a fitness centre, and fitness classes during their stay.
Does Hilton Tulum Riviera Maya All-Inclusive Resort have airport transportation?
Yes, Hilton Tulum Riviera Maya All-Inclusive Resort offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Hilton Tulum Riviera Maya All-Inclusive Resort?
Yes, dry cleaning and laundry service are offered to guests.
Are pets allowed at Hilton Tulum Riviera Maya All-Inclusive Resort?
Yes, pets are typically allowed, but it's always best to call ahead to confirm.
Does Hilton Tulum Riviera Maya All-Inclusive Resort offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.