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1287 reviews
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Dec 02, 2024Overall good time but wouldn’t go back
Stayed at Hilton tulum enclave room from November 23-30th as a family with our 2 year old toddler Pros and cons: -Enclave privileges definitely worth it for this resort…we got private check in in the enclave lounge. Top shelf drinks only in the enclave lounge (single malt glenfiddich 12, don julio blanc and reposado). Premium wifi which was slightly better than regular wifi (ask for it otherwise it’s not mentioned). Enclave private pool we noticed had quicker Pool side service and less busier than other pools. Enclave only Cocomar restaurant was our favourite…the dishes and service here were better than the other outdoor options. - enclave staff were exceptional. Our concierge Sebastian looked after our needs and wants. He always checked on us through WhatsApp and went above and beyond. He made our trip more enjoyable. 5 star service. From the enclave lounge bartender Oscar was amazing…he was very friendly and always served with a smile. Great person to have a conversation with. Thank you to him and Jonathon for looking after my birthday drinks. The staff at enclave were brilliant and did the best they could even when things were not in their control such as inventory of top shelf brands. - Enclave casa 1 is also ideal since your next to the main lobby and restaurants area - pools were nice..we only used the enclave pool mostly because of the quick service. They need to fix two of the day beds in the enclave pool because they are losing the lining on the cushions. - Kids splash pool was great. Our toddler really enjoyed the slides and large water bucket. Some of the water arches were not working. Service near the kids splash pool was great too - Beaches were great…both the main beach and beach near casa 2 has beautiful white sand and clear water close to the shore. Main beach is more rockier than the casa 2 beach. This time of the year we had no seaweed. Service for drinks is slow in these areas. Only one server per beach. - Enclave room. Beds were comfortable. We were on second floor and Krystal head of enclave made sure we had a room with great ocean view. It was partial with some trees in the way. Some mold we noticed on the door and bathroom cabinets. Rain shower was good but prefer on wall shower. Mini bar fridge is same standard throughout the resort nothing premium as they advertised for being enclave. Room service and cleaning was great. Twice a day we got our room serviced by cleaners. Tipping them $2 each time helped. - Transportation in the resort was very quick. We never waited that long…shuttles to take you from one side of resort to other side came every 5-10 minutes. No complaints here - buffet vela Norte . Major 👎. Probably the weakest part of this resort. Major let down and very disappointing. Breakfast is boring..same items everyday…very basic omellete station which is always crowded and very thin omelettes. Very similar to a buffet you get in a commercial hotel with free breakfast included. Bacon and sausage quality very poor. Compared to Hyatt and moon palace resorts we stayed at this was very poor. Lunch and dinner buffets very boring too and basic. We did a walk through for dinner buffets very boring and walked out. - Buffet vela sur (outdoor) we tried once for breakfast. Bacon ran out. Huge line up for omelettes. Very small buffet and very slow service outside. I had to call over waiters to get spoon, water etc. - Azulinda Coffee shop. We did not enjoy the coffee here or the ice cream. Most of the ice cream we tried had freezer burn most of the time. They don’t do slushed cold coffees like frappes. Very basic. The snacks and cookies don’t taste fresh. - La churrerira- Ice cream/candy near the kids water park. Ice cream wasn’t that great here mostly freezer burn. Good for candy and popcorn though - Italian la Luce restaurant. One of our favourites. We ate here twice and loved the appetizer salads. Pizzas were amazing and pasta was great. Pork ragu and spaghetti. Chicken dish and short rib were both great too. - Maxal Mexican restaurant was a great experience. Food was ok but Our server Moises went really above and beyond. He introduced me dishes I never tried before and explained how to eat them. Bone marrow and octopus. He made me fresh tableside margaritas using don julio as I requested. - Auma steakhouse. We ate here twice. Side dishes and appetizers were great. Had jumbo shrimp and caeser/house salad. Charred carrots, mashed potatoes and baked were great. Our toddler had the half chicken dinner which he enjoyed. Steaks aren’t amazing nor very bad. It’s similar to budget steak you get from grocery stores (AA quality in Canada). They weren’t very tender. We tried both filet and ny striploin. They have higher quality steaks available to purchase. Moon place and Hyatt served better quality steaks included in your stay. - noriku Japanese. We ate here twice. Once regular and the other teppanyaki. The regular noriku was great..great sized edamame and tempura starters. Main dishes were flavourful. We enjoyed the regular noriku experience. Teppanyaki experience was very poor and confusing. The starters we received were tiny in portion. One shrimp tempura piece each, few edamame each. It was very boring. The teppanyaki chef didn’t do much of a show. It was quick and boring. Food tasted ok. Beef was very chewy. No flame show, no tossing the eggs. Very basic. - nightly entertainment very limited. Some of the shows (Michael Jackson, salsa dancers) were in the main entrance lobby. Very crowded and on eye level so you couldn’t see the show properly. Very poorly organized. They should have this on the stage near the beach so everyone can watch. Some nights we were very bored after dinner and just went back to the room to rest. Not much to do for families in the evening. Lobby bar is somewhat a party with music in the evening. Note: tipping helps. You can tell you get better service by tipping a little here n there. We would tip often $2-3. For 7 days we tipped $200 usd in total. Overall we did enjoy our stay mostly because of the pools, kids water park, staff, enclave experience, our concierge Sebastian, enclave bartender Oscar. One note for the enclave lounge bar is that they need to keep extra stock of their premium alcohols…many times the bar was out of stock of don Julio or glenfiddich….wasnt the staffs fault but more of the resort not keeping up with demand. Think the resort needs to improve on their buffets food, coffee shop/ice cream quality and nightly entertainment for families. Don’t think I would return to this resort or brand. We preferred our experience and quality at Hyatt and moon palace resorts.
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Dec 01, 2024Excellent family-friendly resort with lots to do
The hotel staff and amenities are exceptional. The kids club is excellent, well planned and structured with lots of fun activities and great carers. Everything at the resort is well thought out. The food is good, the pools are excellent and we all had a great time.
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Nov 29, 2024There was good and there was bad, an average all-inclusive resort.
We stayed for 7 nights as an enclave member in Casa 1. Our flight was severely delayed into Cancun, so we ended up arriving at the resort around midnight. Easy check-in since we were the only ones! Below are the pros and cons we experienced: Pros: Food at the restaurants was good, with Cocmar standing out. We visited all of the restaurants for dinner except for the buffet. We visited the buffet for breakfast and lunch, and it was good. We spent the entire time at the enclave pool, and service was excellent there, no trouble getting cabana beds every day. The shuttle system works great, you can get from one end of the resort to the other in under 5 minutes. Cons: We paid for enclave service, and our butler left a lot to be desired. I met him the morning after we arrived, and we connected on WhatsApp, which we used to book our dinner reservations for the week. We also wanted to move our jungle-facing room to the ocean side, which we usually can do since we are Hilton Diamond members. Our butler said the resort was booked heavily in Enclave so they couldn't do it, no problem, I understood. The rest of the week I would get a morning text with the restaurant times and that was it. My wife and I saw him 3 different times during the week...he waved hello from a distance and didn't make any effort to greet us or talk with us. The only kudo I can give him was that he was smart enough to not even contact us on check-out day...we had to call the front desk to arrange our bag pick-up. We have had butlers at 3 other Hilton resorts and this was by far the worst experience we have had. The other experience we had throughout our stay was a lack of great customer service. A few examples: at the enclave lounge, I had tried a dessert that I did not like, so we brought it to the bar area, and the bartender asked in a rude town, "You don't like it?" I said no, and my wife asked for a frappuccino with soy milk, he sighed as he walked away to make it, and we just left. Another time I went to the gift shop to buy some Advil, and the clerk said I couldn't charge it to the room, I had to pay cash, so I just left. The exception was the enclave pool and bar team.
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Nov 28, 2024
Overall I was very satisfied with our experience!!
Service by our butler Cuauhtémoc was exceptional! His attention to detail n care was above n beyond our expectations!! He truly became family! I will recommend him to my friends n family should they choose this destination!! I also was very pleased with the all inclusive nature n very relaxing n beautiful views!! We also enjoyed the massage at Spa Conrad. Enclave is definitely the way to go here n I would do it all over again!!
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Nov 28, 2024
The amazing Qualtamoc
We had Qualtamoc as our butler and he far exceeded our expectations. He was amazing throughout the entire experience and really made our stay that much better. I would recommend him and your resort because of the experience he provided. He is amazing.