Canopy by Hilton Cancun La Isla — Hotel in Cancún

Check in was smooth. And they allowed early check-in for our King Jr Suite which I didn’t expect. Nonetheless, my family of four (despite the reservation saying 3, and I told the receptionist that it is indeed 4). I documented all of our names and provided my documentation to check-in. We were given our keys and told breakfast would be available tomorrow for us from 7 (I believe) until 11:30 am. She placed an emphasis on would “be available for us tomorrow.” And noted it was in the lobby to my right. We arrived about 10:30 so we could see others eating. We were also given the WiFi info.

Rene helped us with our bags, assisted us with directions for parking and guided us to our room.

The room was lovely. We immediately went to change and allow my son to enjoy the pool before dinner. We planned to grab lunch, take a nap and then head to dinner and maybe watch a movie later. We trekked to the rooftop and noticed all of the seats in front of the pool were occupied with towels. Everyone was in the pool. We asked the bartender for pool towels and he said he would call for some. That’s concerning - how are you out of towels at 12:15 pm? Nonetheless, my son jumped in the pool and I went back to the bar to ask for the menu. The bartender provided me the QR code and I asked to order two pizzas and a drink. He then tells me the bar doesn’t open until 1 pm. Okay. I go into the pool and exit to ask another gentleman for some towels. He provides them 15 minutes later - it’s not 1 pm.

We order pizza. It’s really good by the way but I had a conference call so I exited the rooftop pool to shower and head to the co-working space. The shower is super slippery and I almost slip and fall. Note for management. I then try to prep the room for my son and mother to sleep on the sofa bed. The room said it could sleep 4. I call the front desk and ask could someone help me with the sofa bed. The gentleman informs me Canopy doesn’t offer sofa beds. My question - where are 4 people supposed to sleep with one bed? He asks if I’d like for them to bring up a cot. Me: “Sure. Thank you.” He says we will send that now. That’s at 1:30 pm. I wait until 1:45 but need to get set up for my meeting so I text my family the details. I call to check in at 4:45 when I realize my laptop that’s plugged in to a socket in the wall isn’t charging. And I need to leave anyway. My family said no bed was delivered yet so they called and asked for pillows and sheets in the interim at 4 pm. I go to the front desk at 5. I converse with a manager and waste my time for 45 minutes before calling Hilton Diamond Desk for another 45 minutes and then they direct us back to the manager Mauricio Garcia to discuss the consistent inconveniences of this property and lack of communication and delivery of services. He promised to reimburse us some funds which I have to wait 3 weeks to ensure they process. He tried to tell the Diamond rep there was a misunderstanding. No, he realized he couldn’t get over on me. Im Diamond b/c of nights not a credit card.

This property needs to 1) change its description immediately on room occupancy or offer a sofa bed, 2) train staff on Hilton hospitality to deliver on what’s promised and communicate a change without the customer initiating and 3) work on the shower being less slippery. My son did indeed fall. If I didn’t come to complain and ask for the manager they would have cared less.

There is major work to be done. The breakfast was okay. The area, free parking, and the pool/views are the only selling points. I haven’t been this displeased with a stay with Hilton in years. I won’t be returning. I didn’t feel welcomed or valued. I’ve gotten a better value and experiences at the Fives in Playa. Thank goodness more Hilton properties were just announced for Quintana Roo I hope they are better. Canopies are not kid or family friendly. And for the money I paid for their 2nd highest room, I could have gotten two bedrooms adjoining but that wasn’t what I wanted.

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There were just so many unfortunate things that happened during our 2 night stay that lead to our 2 stars, and mainly - it was the service.

The rooms were....generally fine. Other than the fact that they were not sound proof in the slightest, you can't fault a hotel for being put next to screaming and crying children in the morning and at night. (Though we could also hear the music from the roof thumping in our room as well) But the room was the least of our concerns.

While most of the staff we encountered were lovely, they were NOT on the same page whatsoever. Our first service problems started the first night when we called room service/the front desk about 5 or 6 times during a 5 minute period and no answer every time. We ended up rallying and going out for dinner, that's fine. We saw on the menu there was a boxed lunch option so we thought it might be fun to do a picnic on the beach so I called the front desk one morning to inquire. She said all we had to do was ask the restaurant. A few hours later we go down and ask to get a boxed lunch before heading out to the beach...the person at the register has no idea what i'm talking about and heads to talk to her boss.....she comes back about 5 minutes later and says apparently we need to order the boxed lunch the night before. That's quite alright, i remember seeing a review for a restaurant being by the beach so we head out without the picnic lunch, all good. (Why the person at the front desk didn't know this information or ask if we would like to order a box, i'm not too sure) After not finding a restaurant at the beach we were at, we head back to the hotel for lunch at the rooftop by the pool. We all order the same thing with the server. She confirms our room number and our order and after 30 minutes, a different server brings the wrong lunches out. We try to explain this isn't what we ordered and while she is confused and argues with us that that is what is on the ticket, she finally agrees that if we wait 10 more minutes she can bring out what we ordered. After at least 45 minutes we finally get our less than average fried chicken sandwich, haha. Annoying but fine, at least we got our lunch. This brings us to our breakfast the next morning. To set this up, we stayed as a group of 3 people in 2 different rooms. One of the rooms came with 2 free breakfasts, the other room did not. During check in, the woman at the front desk was very kind and said that all 3 of us could be put on the free breakfast room and we could all be included in the free breakfast, very kind! The first morning we go down and have breakfast, all was fine. Our second and last morning we get our bill and now it is showing we owe $20 for breakfast. We explain to the server that the woman at the front desk during check in said she added another person to the breakfast tab on the free breakfast room. After going back and forth he sent us to the manager at the front desk. While my friend was gone for at least 5 minutes I finally go to check on him and the manager is arguing with him that the person at the front desk didn't have the authority to offer that to us and we need to pay for breakfast. To be honest, I completely understand!! But the ONLY reason we had breakfast there was because she TOLD US we could be included in the free breakfast. If they would have told me I would have to pay $20 for some fruit and a donut I would've politely declined breakfast and gotten food elsewhere no sweet. Though now they are telling me after we have gone through breakfast that THEY made a mistake and it isn't included? .....sounds like they made the mistake, not me, but they were arguing with us that we had to pay for their mistake. After a good amount of arguing the manager reluctantly let us go without paying $20 for some fruit and a donut.

It just seemed like at every turn any time we had to interact with the staff there was just no consistency in their communication and them being on the same page. From the box lunch to the restaurant lunch to the breakfast, there was just an issue...

After a VERY nice time in Tulum, we stayed at Canopy for a couple days prior to our flight back to the US. Unfortunately, this is where our trip went downhill. TLDR; terrible communications with guest services, making it near impossible to book transport in a timely manner. Once transport was booked, it was impossible to get to the meeting point for our specific situation despite having explained as thoroughly as this review. Front desk lackadaisical and unconcerned, leaving a bad taste of Cancún in my mouth. I was very sad that our vacation was ending and that we had to leave Tulum but I could not get out Cancun fast enough.

Someone from Guest Services reached out a week in advance to prepare us for the stay and to offer any services we may need for our trip (great!). From the start, I had mentioned that we were already in Mexico and would need to return our rental car back to Cancun airport, if they could possibly help with transport to the hotel from the airport—what I assumed was a simple, frequently requested service.

After confirming the time for pickup and the specific terminal we would be at (unsure why this was asked because I told them we would be returning the car to the only return area in the airport), we received no confirmation or receipt, which made things much harder later on when everything went sideways.

We returned the car, and since the agreed upon pickup was in terminal 3, we used the rental car shuttle to take it to the terminal. Once there, I was becoming concerned and was the one proactively reaching out to figure out where this pickup was to happen. Through the communication, 10 minutes before our scheduled time, the hotel then emailed to notify us that the place we were dropped off at, Departures Terminal 3, could not be reached due to politics and security at the airport, and to make our way to the Arrivals area.

Now, there is a secured gate that they do not let you to pass through to go from Departure side to Arrival side so we were effectively unable to meet our transport. I am TRULY confused on why this was so difficult for Canopy to facilitate, since I had stated multiple times already that we were already in Mexico, would be returning a car, and the typical “airport pickup right after flight” procedure wouldn’t have fit our specific situation. I have no clue how else I could have been more specific or what other information I could have provided that would have allowed us to avoid this situation.

In the end, we had to take a taxi to the hotel and navigate through the scammers and overpaid, something that we were trying to avoid by booking transportation with Canopy.

Once at the hotel, things did not get better. The staff was wholly unapologetic and when I asked what they would have done in my place, they had no response other than saying they would investigate what happened and let me know. I fought for some upgrade, which they did give—but 45 min later, when they said the upgraded room would be ready, they came to apologize to say that in fact it would not be ready for some time and if we would take a room at a lower tier than we even originally paid for. They never let me know what happened in communications, didn’t receive any reimbursement or upgrade despite being promised one.

The room itself was nice, but the shower head had a lot of oxidized buildup and there was no way of taking a shower without the floor becoming absolutely soaked. There were also a few concerning dark stains in the grout, which skeeves me out. Looks like the small trash cans never have any plastic liner so it looked a bit gross.

I will say the one redeeming factor was the Wander rooftop staff and the breakfast buffet staff. We ADORED them—they went out of their ways to interact with the kids and the kids loved them. The rooftop itself is also nice—not an infinity pool or very large but spending a day on the rooftop was a great last lazy...