Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
1516 reviews
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Apr 04, 2025One of our best vacations yet!
Hilton Tulum was the best! From the welcome, to a room mix up, everyone was so lovely to deal with and quick to get us whatever we needed and to rectify any situation. Our girls (4 and 5) had such an amazing time - the splash pad and kids pool were the highlights - but the Kids Club by far took the cake. Their activities and entertainment were top notch and our girls bonded with the caretakers immediately. They have already asked to go back! The food was amazing, rooms were lovely and comfortable. One of our best trips as a family yet!!
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Apr 04, 2025
Awesome
The kids' corner was fantastic, thanks to Abril, Maggie, Angel, Bel, Roshy, Montse, Cris, Maria, Osvaldo, Yadi, and Mitch. There were plenty of fun activities for the kids in a well-maintained and welcoming environment. The check-in and check-out processes for the kids were excellent, as they gather important information during the first visit to ensure they can take proper care of them.
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Apr 03, 2025The good, the bad and the ugly
The good: - Service: Staff was incredible, all around the service was second to none. Everyone is trying their best to make sure we as guest have the best possible experience. You can tell they understand that repeat customers are the best customers. My youngest has some complicated food intolerances and a sesame allergy, and when we couldn't find anything safe enough on the buffets, the chefs would prepare something for us so that our kid could be fed and safe. Parents with kids with allergies know what I am talking about. It was great. - Kid-friendly: We were blown away by the amount and quality of entertainment for the little ones. The kids' pool is a dream, the playground is amazing (for the kids and the parents too), and the kids' zone was great. The facilitators there were awesome, a very safe space, and the kids were super happy with all the activities. - Location: Location, location, location. I mean, this is the Riviera Maya, right? But still, they built this +700 rooms complex (plus the Conrad side, which only god knows how many more rooms have) and yet it felt that it was minimally invasive to nature and very well planned, architecturally and environmentally. The bad: - Mobility: This complex is huge. And to move from one end to the next, walking with two kids in tow is not always a great option. They have this system of vans and golf carts that move all day between the buildings. Most time works just ok, but during peak dinner time or when there is a group having an event, the whole thing collapses. Don't expect to always be able to move from Building 5 to the Lobby expeditiously. - Knowledge: During check-in, the hostess who checked us in forgot to mention that on the back of the bracelet that works as your room key, there is a QR code that opens a webapp with all the hotel information. We had many instances where changes to restaurant schedules or shows were moved, and we did not know for the first 5 days. Until someone mentioned to us casually, we could only use it for the last 2 days. Minor mistake, but it degraded the customer experience heavily for us. My wife and I are split: She would repeat, I wouldn't. That is not to say it wasn't a good experience, but to me it was not great to the point of wanting to come back.
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Apr 02, 2025
4 star could be 5 star
First of all this hotel is stunning, the rooms and the bathroom so luxurious. The restaurants were five star service and food. The pool food and room service took a while and it was not very good. If you wanted to grab something quick, even the lobby bar food was better (specially the fish tacos) . The drinks were definitely watered down. The beach was stunning, although it was windy and the waves can be choppy they have an area where they keep clean from seaweed which is perfect for a swim. There was a couple things that weren’t five star expectations, but overall the service that was provided by Alberto who was there to help us with everything made up for the lack of service in other areas. My best advice if anything just do research on the hotel areas, events, and hours just so you can have a more smooth experience.
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Apr 02, 2025
Excellent
Excellent food and even better service. Gumercindo was fantastic at taking care of myself and my family! Would 10/10 recommend. Excellent food and even better service. Gumercindo was fantastic at taking care of myself and my family! Would 10/10 recommend.