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Pool

Every staff member was very helpful and were all trying hard to make our experience as nice as possible. We had read all of the tips (book reservations early and ahead of time, reserve your pool chairs as soon as you can) and since we were traveling with a baby we mostly ate early before any of the big rushes. As nice as everyone was, the resort did not leave us with a good impression. The Kid's Corner was probably the best most consistent experience, with friendly engaging staff and plenty of varied activities. The bar staff were very accommodating (at any of the bars) and offered great suggestions.

My favorite food experiences were the Mexican restaurant and the taqueria/cevicheria. The Italian restaurant and steakhouse were fine but my wife got sick after eating, possibly from the Caesar salad at the steakhouse but it was impossible to tell exactly from where. The breakfast buffet was fine - for some reason there was only a smoothie station for one out of the 7 days we were there. Lunch and dinner buffet were disappointing due to obvious cost cutting measures and odd food selections that went mostly uneaten for entire meal periods (e.g., various composed salads that sat untouched).

The property offers a strong first impression; the design is striking. Upon further inspection you can see that there are a lot of small issues with the finishes. Room numbers are missing, signs are missing letters, walls have scuffs and damage from room carts and luggage, etc. Also the pools are missing tiles because guests pick them off, the splash pad has worn areas that are literally covered with rubber mats, and the various chairs in rooms and restaurants have stains that look old. The high chairs are in serious disrepair at the Italian and Mexican restaurants and the crib we were given wasn't even properly assembled (two wood joints were disconnected). The room ac worked as hard as it could but sometimes the floor was wet. The kids pool and splash pad were closed a lot of the time we were there due to weather or "hygiene issues" - that may not be under their control but be prepared for that.

Given the location and the price we paid, we expected more from a Hilton branded property. There are too many shortcuts taken in the name of "high volume" and "we're such a busy resort" but it didn't look fully occupied when we were there. I do not believe we will return since we've had more consistent experiences at other Cancun properties for the last 20 years. Perhaps the membership/timeshare model is necessary in order to keep up with the overwhelming necessary maintenance.

Good service but the rest needs work

I would like to thank Sauri, Mario, Humberto, Angel and Barra for the amazing over the top service that we were provided with every single day along with everything said prior to this review, at the end of this trip we felt like we were departing from our friends.
Carlos on the events team was amazing and friendly and made us feel welcome ! 
Laura who would help serve by the pools was amazing as well and made us feel very welcome with her sweet attentiveness and personality. 
The service and employees really made this all inclusive resort amazing, yes the pools and hotel were beautiful but the heart and soul to provide the guest with the most energetic most personable and just the all around kindness is what made this hotel somewhere I want to come yearly!

Amazing service beautiful hotel

We debated on this resort and the newly opened Ava and we are now kicking ourselves for staying here.  

The pools are beat to hell, worn, and old.  The pool in-front of the kids pool looked so nasty yesterday afternoon that my toddler didn’t even want to get in.  We walk around to the other large pool.  That was a little better but still not great. 

The kids area is nice, run down, but nice.  About half the things don’t work but the main ones do…..slides, buckets, etc…..

We are in a parlor one bedroom suite and while the room is really nice, the hot water is lacking in the shower.  We called multiple times and nothing, no one has fixed it.  I finally got a wash cloth and turned the handle towards hot until I physically couldn’t turn it anymore.  The gives us enough hot water to shower, it still gets cold for a second, then hot, then cold, and on.  

I can deal with everything above but the reason we will not come back to this hotel is the food.  Good luck getting a reservation before 9 pm, hope you like standing in line at 6:30 am. Oh, steakhouse,….its closed 3 nights a week.  The buffet is tiny, I mean smallest I’ve ever seen. Very limited choices for dinner and so so food.  In the morning they have one guy cooking omelets……took me 25 min to get an omelet.

Overall this place needs a refresh and I really wished we would have booked somewhere else.  We do this 1-2 times a year so this resort fell well below what we consider the “standard” for all inclusive.

Disappointing to say the least

Juan P at Hilton Cancun All Inclusive made our stay truly special. His friendly and attentive service at the bar ensured we always had a great time. Juan's recommendations for drinks were spot-on, and he went out of his way to ensure we had everything we needed to relax and enjoy our vacation to the fullest. His warmth and hospitality made a lasting impression on us. If you're visiting Hilton Cancun All Inclusive, Juan is the person to see for a fantastic time at the bar!

Drinks!

All the staffs and employees are amazing especially entertainment manager Sau and Carlos.  Sau remembers our name which is not easy to remember and that is very impressive. Server from Mexican restaurant Ignacio and bartender by the pool Everado are superb at their service. Staffs from Kid Zone are also very welcoming. My kids, nephews and niece had a blast. We definitely will go back and have been recommending few of my coworkers to go.

Amazing Experience

Nestled behind a mangrove preserve and set on 100 acres of Mayan coastline, our all-inclusive resort features twelve restaurants and bars, a 68,000 sq. ft. indoor-outdoor convention center, health club, plus kids and teens clubs. Drink in ocean views from our suites, and spend sunny afternoons in our two pools. The airport and Cancun's Hotel Zone are within 20 minutes.

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