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"Service could be better, some leaking water in several locations on grounds, attention to cleaning and maintenance needed, pools are not the cleanest ... " More

By a verified traveller on Sun 16 Jul 2023

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Hotel Description

4.5-star beachfront property near Xel-Há Park

On the beach

Within 2 miles (3 km) of this Tulum property, you'll find Riviera Maya Golf Club and Aktun Chen. Xcacel Beach and Xcacel-Xcacelito Sanctuary are also within 3 miles (5 km).

All-inclusive

A full-service spa, 9 restaurants, and 8 outdoor pools are all featured at this smoke-free property. Enjoy beachfront dining and relax with sun loungers and beach umbrellas. There's fun for all ages with a free kid's club and a children's pool, and babysitting is an added bonus.

Room, 1 King Bed, Nature View

Bed Count 1 King Bed Maximum Occupancy 3 Max
CA $646* Per night/room 8 Apr. - 9 Apr.

Room, 2 Queen Beds, Resort View, Partial Ocean View

Bed Count 2 Queen Beds Maximum Occupancy 4 Max

Room, 2 Queen Beds, Ocean View, Oceanfront

Bed Count 2 Queen Beds Maximum Occupancy 4 Max

Family Room, 1 King Bed, Accessible, Ground Floor

Bed Count 1 King Bed Maximum Occupancy 3 Max

Family Suite, 1 King Bed, Ground Floor

Bed Count 1 King Bed Maximum Occupancy 3 Max

Family Suite, 1 King Bed, Ocean View

Bed Count 1 King Bed Maximum Occupancy 4 Max

Hilton Tulum Riviera Maya All-Inclusive Resort ratings based on 21 Verified Reviews

Review Summary
4.0 out of 5 4.0 out of 5.0
Room cleanliness 4.5 out of 5.0
Service & staff 4.5 out of 5.0
Room comfort 0.0 out of 5.0
Hotel condition 4.0 out of 5.0

Guest reviews for Hilton Tulum Riviera Maya All-Inclusive Resort

Everyone (3) Couples (4) Family (8)
5 out of 5

Posted by on 30 Jan. 2024

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1 out of 5
The worst hotel ever. Where do i start ? I'm a big traveler and never have i stayed in a hotel like this. The buffet and food litterly sucks. You can't even find a fresh fruit in it. Old food and yucky quality. The only thing we ate all day was from the coffee shop and went out to outside restaurants at night. The rooms are far from the food areas and so inconvenient. You have to wait a long time for shuttles to come and take you to main areas. And there is no beach and if you like to swim in the ocean, then forget about this property. All rocks and the area they made as so called beach is terrible. Hilton is for very low end and cheap travelers these days i guess. So if you are used to a bit of quality, good food and service avoid this hotel.

Posted by on 3 Jan. 2024

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Comment from Hotel Management

1 Feb. 2024 by Hotel Manager

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 SchlokatHotel ManagerHilton Tulum Riviera Maya All-inclusive Resort

5 out of 5
Great Service

Posted by , from Edmond on 10 Sep. 2023

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Comment from Hotel Management

11 Sep. 2023 by Hotel manager

Dear Patibha, Thank you for taking the time to share a review about your recent stay but mainly for choosing us as your destination! Can't wait to welcome you again.

1 out of 5
We made the mistake of not staying at our usual Marriot hotel chain. But Amex platinum gave me gold Hilton status, so I thought I’d give it a go. Travelling with two small kids. Our check in was meant to be 3pm. Didn’t get a room till 5:30pm. They kept telling me from 2pm that room was being prepared and cleaned. Just constant excuses. I eventually had to go to reception and complain to get our room. No apology was ever made. Our bags took a further 2 hours to get to room. Again constant excuses. “Will be a few minutes” but I had to go to reception to get them myself. Food hygiene and safety was the main issue. Barmen were sweating from their faces. Standing over the ice bin and dripping sweat into the ice. Dirty fingers on cut limes etc. Dirty blue gloves touching every surface then touching bread or plates and food. You would hand a cook your plate and it would come back to you all greasy and dirty. At the pasta station at lunch, the cook used the same cloth from wiping the table, the same cloth he used to hold the hot pan, he used the same cloth to wipe some sauce off the side of my plate. Absolutely disgusting. This was probably one of the many reasons why my wife and 5yo daughter were deathly sick with fever and food poisoning for 4 days. (They are still sick here back at home) My daughter had to be taken to the emergency room for treatment. Costing me over USD$500!!! Again. No apology or help from the hotel. Stay away from this place.

Posted by on 1 Aug. 2023

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Comment from Hotel Management

7 Aug. 2023 by Hotel Manager

Dear Kevin, 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 SchlokatHotel ManagerHilton Tulum Riviera Maya All-inclusive Resort

2 out of 5

Posted by on 25 Jul. 2023

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Comment from Hotel Management

27 Jul. 2023 by Hotel manager

Dear Ms. Maria, We regret that your experience wasn’t as we would have liked, we really appreciate you bringing this to our attention. We will use your feedback to make us better as we aim to make this right.

3 out of 5
Service could be better, some leaking water in several locations on grounds, attention to cleaning and maintenance needed, pools are not the cleanest and unreasonable warm, not refreshing to swim in, revamping of all restaurant menus needed , because of tasteless food.

Posted by on 16 Jul. 2023

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Comment from Hotel Management

16 Jul. 2023 by Hotel manager

Dear Alonzo, We regret that your experience wasn’t as we would have liked, we really appreciate you bringing this to our attention. We will use your feedback to make us better as we aim to make this right. We would love for you to give us a second chance and offer you the service and hospitality you deserve.

5 out of 5
Nagai & staff was awesome.

Posted by on 14 Jul. 2023

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Comment from Hotel Management

14 Jul. 2023 by Hotel manager

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. It will be a pleasure to welcome you again, see you!

5 out of 5
NONE

Posted by on 11 Jul. 2023

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Comment from Hotel Management

13 Jul. 2023 by Hotel manager

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. It will be a pleasure to welcome you again, see you!

4 out of 5
Property had key services shut down and closed which made pool service terrible. Food and drinks took too long. Dinks were hot or watered down because the ice melted by the time they arrived. Food truck was opened two out if the six days we were there. Pool towels ran out. Room service food was cold.

Posted by on 8 Jul. 2023

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Comment from Hotel Management

10 Jul. 2023 by Hotel Manager

Dear James,Thank you for your visit and for your feedback, which is very important to us. We in no way intend for any of our costs to be unexpected. If at any point you feel as though service is not up to par, we encourage you to let us know so that we can make the necessary adjustments. Please do not hesitate to contact me directly so we can discuss a future visit and our promise to you.Sincerely,Felix SchlokatHotel ManagerHilton Tulum Riviera Maya All-inclusive Resort

4 out of 5
This was a kid friendly hotel and I would definitely return

Posted by on 3 Jul. 2023

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Comment from Hotel Management

5 Jul. 2023 by Hotel Manager

Dear Naim Thank you for your very nice compliments for our team, they do work very hard every day to make sure our guests feel well attended to at all times and definitely are an asset to our hotel. We will be pleased to welcome you back. Sincerely,Felix SchlokatHotel ManagerHilton Tulum Riviera Maya All-inclusive Resort

About the Hilton Tulum Riviera Maya All-Inclusive Resort

Location Carretera Cancun Tulum 307, Tulum, QROO 77774

All-inclusive Details

This property is all-inclusive. Onsite food and beverages are included in the room price (some restrictions may apply).

Property Features

Hilton Tulum Riviera Maya All-Inclusive Resort is an all-inclusive property. Room rates include meals and beverages at onsite restaurants and bars. Other items and amenities, including taxes and gratuities, and access to recreational activities and entertainment may also be included. Additional charges may apply for meals at some restaurants, special dinners and dishes, certain beverages, and other amenities. Lie back and work on your tan with relaxing beach amenities like umbrellas and sun loungers. At Hilton Tulum Riviera Maya All-Inclusive Resort you can cool off in one of the 8 outdoor swimming pools and indulge in a pampering afternoon at the full-service spa. Free breakfast is served daily, and guests can also enjoy a free nightly manager's reception. There are 9 restaurants on site, as well as a coffee shop/café and a snack bar/deli. You can enjoy a drink at one of the bars, which include 3 beach bars, 3 poolside bars, and 3 bars/lounges. A computer station is on site and WiFi is free in public spaces. This all-inclusive property also offers a complimentary children's club, a children's pool, and a 24-hour fitness center. Free valet parking is available. This 4.5-star Tulum property is smoke free.

  • 735 guestrooms or units
  • 3 levels
  • 12 buildings
  • 9 dining venues
  • 3 bars on the beach
  • 3 bars by the pool
  • 3 bars or lounges
  • Built in 2022
  • Full breakfast (free)
  • Manager's reception (free)
  • Deli
  • Kid's club (free)
  • Supervised childcare (surcharge)
  • Childcare (surcharge)
  • Beach lounge chairs
  • Towels for the beach
  • Umbrellas for the beach
  • Cabanas by the pool (surcharge)
  • Poolside lounge chairs
  • Umbrellas for the pool
  • Business facilities
  • Dry cleaning
  • Front desk (24 hours)
  • Staff is multilingual
  • Storage area for luggage
  • Front-desk safe
  • Tour and ticket information
  • Concierge
  • Wedding services available
  • Game room or arcade
  • Gift shop
  • ATM
  • Onsite shopping
  • Bellhop
  • Elevator
  • No smoking on site
  • Coffee shop

Family Friendly Amenities

  • Family property
  • Number of outdoor pools - 8
  • Children's pool
  • Free WiFi
  • Children's club (free)
  • Snack bar/deli
  • Babysitting or childcare (surcharge)

Internet

Available in some public areas: Free WiFi

Parking

Free valet parking

Transport

  • Parking: Free valet parking

Room Amenities

Hilton Tulum Riviera Maya All-Inclusive Resort offers 735 air-conditioned accommodations, which are accessible via exterior corridors and feature free minibar items and minibars. Rooms open to furnished balconies or patios. Each accommodation is individually furnished and decorated. Beds feature premium bedding. 65-inch Smart televisions come with premium digital channels. Bathrooms include hair dryers and children's robes. Business-friendly amenities include desks and desk chairs, as well as phones; free local calls are provided (restrictions may apply). Additionally, rooms include laptop-compatible safes and complimentary bottled water. Housekeeping is provided daily.

  • Private balcony or patio (furnished)
  • Stocked minibar (free)
  • In-room dining (24 hours)
  • Private outdoor space
  • Smart television
  • Digital channels
  • Premium channels
  • Coffee maker
  • Luxury bedding
  • Housekeeping (daily)
  • Local calls (free)
  • Hair dryer
  • Laptop safe
  • Telephone
  • Desk
  • Blackout drapes
  • Exterior corridor access
  • Air conditioning
  • Ensuite bathroom
  • Unique furnishings
  • Unique decor
  • Connecting rooms available
  • Children's robes
  • Wardrobe or closet
  • Desk chair

Food & Drink

Guests are served free full breakfast daily from 7:00 AM to 11:30 AM. The property hosts a free manager's reception daily.

Noriku - Overlooking the ocean, this fine-dining restaurant specializes in Asian cuisine and serves dinner only. Guests can enjoy drinks at the bar. Reservations are required.

Auma - Overlooking the ocean, this steakhouse specializes in Regional cuisine and serves dinner only. Guests can enjoy drinks at the bar. Reservations are required. Open daily.

Maxal - Overlooking the ocean, this family restaurant specializes in Mexican cuisine and serves lunch and dinner. Guests can enjoy drinks at the bar. Reservations are required. Open daily.

La Luce - Overlooking the ocean, this family restaurant specializes in Italian cuisine and serves lunch and dinner. Guests can enjoy drinks at the bar. Reservations are required. Open daily.

Chiringuito Sea Salt - This beachfront seafood restaurant specializes in Mexican cuisine and serves lunch, dinner, and light fare. Guests can enjoy drinks at the bar. Open daily.

Late night fare is available from 24-hour room service.

Spa Services

  • Body treatments
  • Facial treatments
  • Number of treatment rooms 13
  • Outdoor treatment areas
  • Couples treatment rooms
  • Manicures and pedicures
  • Body wraps
  • Body scrubs
  • Sauna in spa
  • Spa tub in spa
  • Massages
  • Deep tissue massage
  • Steam room in spa

Hotel Policies

Check-in

  • Check-in time starts at 3:00 PM
  • Minimum check-in age is: 18
  • Check-in time ends at anytime

Special check-in instructions:

Front desk staff will greet guests on arrival.

Front desk staff will greet guests on arrival.

Check-out

  • Check-out by noon

Payment types

Children and extra beds

  • Children are welcome.
  • Kids stay free! Children stay free when using existing bedding.
  • Rollaway/extra beds are not available.
  • Cribs (infant beds) are not available.

Pet Policy

  • No pets allowed, but service animals are welcome

Policies

Charges for extra guests may apply and vary according to property policy.

A cash deposit, credit card, or debit card for incidental charges and government-issued photo identification may be required upon check-in.

Special requests are subject to availability at the time of check-in. Special requests can't be guaranteed and may incur additional charges.

This property is managed by a professional host. The provision of housing is linked to their trade, business, or profession. This property accepts Visa, Mastercard, and American Express. Cash is not accepted. Guests can access their rooms with a mobile device.

  • No rollaway/extra beds available
  • No cribs (infant beds) available
  • Children stay free
  • Service animals are allowed
  • Service animals are exempt from fees/restrictions
  • Debit cards not accepted
  • Staffed front desk
  • LGBTQIA friendly
  • Property confirms they are implementing guest safety measures

You should know

  • Connecting/adjoining rooms are subject to availability and can be requested by contacting the property at the number on your booking confirmation.
  • This property welcomes guests of all sexual orientations and gender identities (LGBTQ+ friendly).
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*Price based on the lowest price found within past 24 hours and based upon one night stay for two adults over the next thirty days. Prices and availability subject to change. Additional terms may apply.