Hilton Tulum Riviera Maya

A lovely week relaxing after a chaotic few days celebrating 4th July in NYC. Check in was rather delayed but that’s because we arrived on the back of the hurricane and everything else was very good. Rooms are spacious and stylish and our balcony overlooking the ocean was great. We had several great meals at Auma, Noriku and La Luce and all of the staff we encountered were lovely and helpful. A special shout out to our wonderful Enclave butler Jose - he was fantastic all week and made our stay so much more enjoyable with his focus on customer service and his great sense of fun! Also shout outs to Lucy in the enclave bar - a lovely lady with a great smile and always helpful and Israel our Teppanyaki chef who made our night in Noriku very memorable. We did trips the the Tulúm ruins and the monkey sanctuary and would recommend both though if visiting again we would take a taxi to the monkey sanctuary and pay on the door - it’s literally ten mins away and was much cheaper doing it direct. Read less

Just got back from a 10 day stay at the Hilton Tulum for a family of 4 (2+2) as Enclave guests. It took us 75min from the airport in a private transfer, both ways with very min. traffic. exchange rate at the airport was $1 Can = $12 pesos and $1 USD = $16.5 pesos Check in was a breeze but you have to mention that you are enclave then they bring you to another area for a private check in. (we did get drinks and wet towels upon arrival ) Our butler was Karen , by FAR the best butler we have ever gotten, she was amazing , attentive , excellent customer service , always in contact even on her day off!! Rooms, we were in Casa 1 which is near to the lobby and the restaurants basically the main action. It was spacious and comfortable even for a family of 4. AC worked but was max 20.C, yes a bit humid in room, no issues with hot water, beds were comfy, stocked mini fridge , lots of amenities, odd number rooms facing ocean, and even number rooms facing nature. Restaurants We ate at the Mexican, Italian, Steakhouse, Teppanyaki....ALL were very good for us anyway with excellent service, (except for the teppanyaki just average service) not slow nor too fast, we got lucky. Now for the buffet, very weak , one of the smallest ones we have been to in Mexico, lacks choices (pasta station or pizza station , kids section) the food tasted good however it was a disappointment for us , although breakfast buffet was good . Coffee place open 24hrs with ice cream deserts and sandwiches, ice coffees were very popular. Drinks, yes water downed . Entertainment Well not much going on here, their main stage is under renovations, no nightly shows except in the sports bar some singing , karaoke 1 night and silent disco , DJ, there was a casino night with funny money. But disappointment in that area also. Resort Huge resort from casa 6 (family) to casa 1 , lots of buggy's going around to lift everyone, during rush hours or rainy days they filled up quickly, IF you decide to walk it , it took me 13 minutes (timed) walking from one end to another on the path, regular pace. Well kept and very clean resort. Beach Was better then expected BUT BRING WATER SHOES , trust me , if you don't you will regret it, very rocky beach to get in and out, its not your typical Cancun white sandy beaches nor can you walk on the beach from casa 6 to 1 , mostly rocky and reefs also . Seaweed very little to none only in one small area far from the main beach. The main beach is in front of casa 1, no waves and very safe for kids, waste high at the deepest end near the rocks (you'll know once you're there what I mean). Pools Lots of them, almost every casa has one, but the main one is closed since it got damaged from the hurricane all the other ones are open now, no whirlpools open, they were clean during our stay. Towels No need for cards , never missing, always available Now this is THE ONLY hotel I've been to in Mexico where the musical chair is not being played , basically no shortage of pool and beach chairs at any time of the day. That was really impressive and appreciated. The staff at this hotel are amazing , was really impressed by almost everyone, very friendly and polite, now for management …thumbs down , if and ever you'll have an issue to deal with, good luck , you will get the run around and they just lie to your face, from Ivan, Obeth and Felix , very disappointed.(not worth getting into here) Now was Enclave worth it? Even with our amazing butler I did not see the added value that I paid and to what I got, if to you being in casa 1 is important (location) and having someone make your restaurant reservations by all means go for it , but to me paying 1k plus for that not worth it. Important to know , the hotel wasn't fully booked while we were there , I d say 60% so at full capacity things might be different. It was our first time in a Hilton resort, this is not a 5** hotel, I would say a solid 4.5*, will we return? With my experience with management, probably not . Hope this was helpful kind regards stud Read less

**Review: Hilton Tulum** As a Hilton Honors Diamond member with extensive experience at various Hilton Resorts, my recent stay at Hilton Tulum was somewhat disappointing, especially given my expectations for the Enclave experience. My visit coincided with Hurricane Beryl, which added to the challenges. **Negatives:** Upon arrival by SUV, we were not greeted by any staff members, nor were we offered a hot towel or a cool drink after our hour-long drive from the Tulum airport. We had anticipated a higher level of service from the Enclave staff. We had to find our own way to the Enclave check-in, where there was an issue locating our room's prepayment. Management had to get involved, and despite paying for an Enclave room, we were assigned to Casa 2. Although we received a partial refund for this mistake and retained access to Enclave amenities, it was inconvenient to walk the extra distance to use them. The resort consistently ran out of tequila, and the selection of top-shelf premium liquor for Enclave guests was lacking compared to other all-inclusive VIP resorts. During the hurricane, we were initially informed by the front desk that we would receive a refund for the night affected by the hurricane, which turned out to be untrue at checkout. There was a lot of mixed information from the staff in the shelter during the hurricane, causing confusion and unnecessary anxiety among guests. Ongoing construction throughout the resort rendered some amenities inaccessible. The bartenders at Casa 2 were rude and unaccommodating. With one pool at Casa 1 out of commission, there were insufficient cabanas for Enclave guests. Additionally, many restaurants were closed, and we had to cancel all our pre-paid excursions. The beaches were frequently closed by lifeguards due to the hurricane aftermath, which, in hindsight, seemed excessive. **Positives:** The food at the breakfast buffet was exceptional, particularly the omelet station, where the chefs were amazing and patient. The buffet staff were consistently pleasant. The steakhouse offered high-quality food. Our butler, Karen, was outstanding. She provided excellent assistance, was very informative about Hurricane Beryl, and promptly handled our dining reservations and any room needs. During the hurricane, Hilton provided shelter at the Hilton Convention Center, which was well-organized with bedding, entertainment for children, and quality food despite the challenging circumstances. Their focus on guest safety was commendable. **Conclusion:** While there were some positive aspects of our stay, the overall experience at Hilton Tulum fell short of the high standards typically associated with Hilton Resorts. The Enclave experience did not justify the premium price, and there is considerable room for improvement to match the quality offered by other Hilton properties. Read less

The resort was amazing with clean and ample facilities. The room was very comfortable with great air conditioning. We stayed in the enclave which gave our group access to Isabel and Francisco who pretty much catered to our ever whim. Isa made a WhatsApp group for the members of our party, her, and Francisco to make communication easy. The restaurant options were varied enough; however, Isa scheduled our dinner plans for the entire on the first night. We scheduled a day trip to the ruins of Tulum which was informative (and really hot...). Isa coordinated a trip to visit the city proper. Isa should teach courses on customer service and communication; she was that good. Francisco worked with the company responsible for my sister's transportation back to the airport and resolved it on her behalf while we laid out at the pool. If you spend time walking in the water at the beach, bring your water shoes, as it is a little rocky. I definitely will go back. Read less

Stayed at Hilton with my family of 6, youngest kid 17 and oldest kid 24. We had a great welcome by the staff with cold towels and a drink of the day. The rooms were spacious and miserly renovated. The pool area was gorgeous with plenty of seating. Hector, our pool waiter, was the most amazing ever. My kids loved him and he was so attentive and fun. We looked forward to seeing him every day and he made the experience the best ever. Victor at LaLuce and Luis at Maxalt also both gave stellar service! I don’t usually like the food at all inclusives but I was pleasantly surprised with 80+% of the restaurants. Read less