Hilton Tulum Riviera Maya All-Inclusive Resort — Hotel in Quintana Roo

I visited your resort as a part of a wedding party from October 16-22. To say that I was disappointed is an understatement. When we arrived, things went well. Upon check-in I realized our reservation was incorrect and missing one night at the end of our stay, which had us checking out on Sunday, October 20th instead of the 21st. I made contact with the travel agent who contacted the resort via phone and email on October 16th to rectify the situation. At 4pm on October 17th, I received confirmation from the travel agent the resort confirmed we in fact paid for the additional night and it would be added to our stay, making check-out October 21st. My husband and I checked in with the front desk to confirm this information and they assured us everything was up to date and there would be no issues. Unfortunately, they did not keep their word and on the morning of October 20th after returning from breakfast my husband and I were locked out of room, requiring us to go back to the front desk to resolve a matter that should not have occurred. After again being assured this matter was resolved, upon check out were were again told that we did not pay for our extra night and charged before we were allowed to check out! After our departure from the resort I immediately contacted the travel agency and spoke with them about this matter. It took over TWO WEEKS for the resort to refund us!! Unacceptable!!

Throughout our stay, I noticed on several occasions specific alcohols being denied to guests, and I also witnessed when being at the Lobby Bar, it was difficult to get service from the staff to order food and beverages while we were seated at tables. If I was with the wedding party I had to speak Spanish to communicate my own needs and even theirs at times. There would either be resistance or "confusion", but once I spoke Spanish it would change.

Trying to make reservations for restaurants was terrible! there were times the wedding party and additional guests were told we could not be accommodated, but when we would arrive at the restaurant there would be ample tables and chairs to accommodate us.

Even after the struggles we endured for several days with the staff during our stay, several of the guests decided to extend one more night to enjoy a day of sunshine by the pool. When I arrived at the pool, I requested from our waiter to have a round of shots Which came to a total of 10 brought to us poolside. The waiter agreed, but several minutes later, returned, letting me know that management denied my request, stating that it was against Hilton‘s policy to allow one person to order 10 shots. At this point, I began speaking to the staff in Spanish in an attempt to solve the issue that was being presented. At that time, the tune changed with management and staff when they began to apologize profusely about the difficulties, we were having they explained the situation entirely and then agreed to go back to the pool bar and bring the shots anyways. Once the waiter arrived with the shots, I explained to him the difficulties that we had been having and he apologized profusely and stated that he wanted to know it wasn’t him who was denying us our drinks, but instead it was management who overheard him and told him he could not bring them to us that we had to take the shots at the pool bar under their supervision for “safety” reasons. I would have believed this except, other guests who were not with our party consumed so much alcohol at the Lobby Bar, they vomited, became unconscious and had others afraid that they were deceased when sternum rubs were performed, and they did not respond. As a medical professional, that is concerning!!

Overall, the experience was less than satisfactory which was extremely disappointing. Had I not been able to understand and speak Spanish there would have been several times where situations and outcomes would have been VERY different, but luckily that was not the case. We left the resort disappointed, frustrated and unwelcomed and refuse to visit again or recommend this resort to anyone...

I decided to bring my son on vacation for his 3rd birthday. His best friend (same age) and family came too. It was planned perfectly. I emailed the concierge staff several times to request connecting rooms. All was set. After a long flight, we arrived. We were a little early and our room wasn't ready yet so we ate some food. Came back at check in time and our room STILL wasn't ready. We ended up waiting close to 4 hours only to find out that not only did we not get connecting rooms, they were in separate buildings on opposite sides of the campus. After a couple hrs of negotiations, we managed to get rooms in the same building, although my friends had to "downgrade" to do it. We get to our rooms and check in. The next morning, we went to breakfast and came back. My room door wouldn't open. I called front desk and they sent security. Security called maintenance. Maintenence came, let us in and told me that the hinge is broken and someone would be there in "10 minutes" to fix it so to stay in my room. 4 hours later they had still not come and every time I called they said "someone was on the way." Half a day spent sitting in a room waiting to have a functional door. Finally I just gave up and we went out to have fun. Came back, door wouldn't open. Called maintenance, they sent security and pryed the door open. Said they'd send someone to fix it. No one came. Again. This is day 2 of a 4 day birthday vacation. I watched how they got the door open, so I just decided to open it myself because waiting 20 min in the muggy hallway with a tired 3 yr old wasn't working. I had to somehow simultaneously scan my bracelet, lift up on the handle and hurl myself into the door several times. My entire right hand and arm is bruised as well as my shoulder. I was done with it so we went to the front desk to handle this. The manager said he would "send someone immediately" and they would be there waiting when I got to my room." No one came. So again, had to break the door open with my body. Called front desk. They said they'd send someone. We sat in the room until my son fell asleep close to 9pm. No one came. This is day 3 of a 4 day vacation. Day 4 (my sons birthday) we wake up and do our birthday thing. Door still broken. When we got back to our room around 3 pm (last day in mexico) the door was fixed. We also had a nice reminder letter to let us know we were supposed to be quiet in the hallways. This leads to the birthday dinner. These people have my sons allergies (lactose) listed on the room as well as they ask at every single food venue what allergies are. This particular night the waiter asked no less than 3 times, often double checking if a food was ok. I told them it was his birthday and asked if they could get him something with a candle and we could sing (they had vegan coconut ice cream and that's what we orderer.) So they come out as a crowd with a little cake looking thing and sing. He was so happy! He blew out his candle and shoved his face in the dessert. After about 3 bites he says "my tummy hurts" and gags. So I ask the waiter what they brought him. A tart with RICCOTTA CHEESE AND WHIPPED CREAM. We leave the restaurant with my son saying his tummy hurt and he had blistering diarrhea. Before we ran back to our room, I got diaper cream from the gift shop. 17 dollars. My son spent his birthday night crying because his stomach hurt and having horrible diarrhea. The next morning was check out time. Son still saying his tummy hurt. He started throwing up on the floor about 4 min before transport came to bring us to the airport. Needless to say, the entire trip home was filled with diarrhea and a sick 3 yr old who just wanted to go have a fun time for his birthday. At no point did ANYONE even bother to apologize for any of the mistakes. Not one of them. In fact, it seemed like they got tired of my asking about the door and just stopped sending anyone. As a result of this trip I have a severely bruised and painful arm and a 3 yr old who remembers his birthday...

This is a great property for family vacation and I met alot of beautiful staff from house keeping to the front desk but I would like to mention a few things that annoyed me...1st shout out to Gabriel @ Sea Salt 2. He was literally the best The pool area in Casa 6 need major renovation. It is very run down in that area and needs to be renovated, my daughter also got a bad scrap on her arm at one of the pools. I am not mad she got a scrap from the cement material at the pool but i had to walk the entire resort to get help. I usually walk with my own personal 1st aid kit but i didnt realize i was missing ointment. I went to the nurse and he couldnt help. He sent me to the front desk and they had to call someone and that person didnt even have ointment. He basically had what i had guaze, alcohol and a band aid, my nephew had to go to the nurse on a different day for a ear ache and they tried to charge my sister a astronomical price for children Tylenol really disheartening. Another issue, my other sister is allergic to shellfish. We mentioned this to the staff @Nariko numerous time. You know they cross contaminated my sister food with a seafood dish and she had a horrible reaction. Another thing the resort does is give guest 10pm dinner reservations but it seem the staff is very limited at that time and they literally try to rush you to eat your food and leave. This is a horrible experience and maybe they should consider changing the time. I think the last night we ate at the Mexican place and there was a other issue. Please note we were a party of 10. This was another late reservation due to the party size and there was another issue. One of the kids fell asleep at dinner before eating and this is due to us being out just having fun all day. We asked to take the food and we was advised no and the reason was so dumb like oh we cant do that because a star is in the sky. I am making it up but the reason I cant think of was done and they say order room service and the food isn't the same at room service. So you rather just waste the food?? This makes no sense to me and to go cartons should be given with no issue. Someone needs to review that policy around food. Also We was suppose to receive a email with the food reservations for our stay. We never received that, QR codes for some things weren't working as well. There are about 6 buildings everything is mainly in the main building and the lil chariot is needed to get around, phones wasnt working by the elevator so you can be standing waiting a good 15/20 mins for a ride and this depends on the time. Their needs to be a camera system, or maybe we can use whats app or another app to communicate the taxi is needed. I saw people walking but im scared of anything that moves and there are alot of moving nature creatures out there so beware However you must go to the spa we loved that, the monkey sanctuary with the ATVs was a great time and the cenotes were amazing The weather sucked so we weren't able to enjoy the beach or get a tan Would I recommend this resort absolutely and one thing I didnt realize until the end and probably because we had the children. There is a adult only pool area that is a must and the food at the bars by the pool was yummy and there was some really nice staff in the buffet area very accommodating and I love the nice lady who was making the omelets very good energy every day. The gym equipment needs a lil update as well I understand all places have rooms but I do enjoy when sometimes people can think outside the box because everyone isn't the same. Watch out for the Mexican raccoons. I forgot the name but they are white and black but harmless Until we meet...