Motto by Hilton Tulum — Hotel in Quintana Roo

Our mistake in not heeding the advice of the negative reviews.

Rooms are small, definitely go for the flex room (bed turns into a couch) so you can at least have some space during the day. Their website says they have suites, which we were happy to pay to upgrade to but she said they actually don't have any.

Toilet is hardly separate from the room. You can hear everything, and smell everything in the rest of the room. The door is sliding and not enclosed, has airflow to the shower which is also flowing to the rest of the tiny room.

You don't even get free water bottles with the room, they tell you to go buy them.

The windows don't open so the room is always stuffy and stale.

Tv doesn't always work, one night every station was coloured tv snow and lines.

Our room had two connecting doors and we could hear our neighbours easily through both sides. Yes including groans.

The food is pitiful and overpriced. The guac and chips was 15USD and had less than 15 chips and the blandest guacamole I had in my life.

The coffee we tried at the rooftop and the "recommendation" of the front desk, the other cafe on the property, were both abysmal watered down soil.

The wings on the rooftop were dry and tough. The yogurt fruit granola bar had a spoonful of granola. The fries were soggy and undercooked mcdonalds style frozen shoestring and only a handful for also about 10USD.

No idea what people were complaining about music, because everything here closes by 10pm. The whole hotel is dead, only saw a handful of other guests.

The staff have no idea what time anything closes because we were told the bar was open until 11pm (it closes at 10) and they told us the fitness centre was open until 10 but forgot to mention it closes earlier on Sundays, so we showed up to work out at 7pm to a dark closed gym.

The room has a fridge but it doesn't keep anything cold. The safe is right above it and makes everything in the safe hot, which was a concern considering usually electronics are kept there.

There is no room service at all.

There is no coffee maker, kettle, glasses, iron, any of your regular amenities. Only shampoo and conditioner and soap and lotion bottles. In the shower there is no ledge or place to put your own toiletries so you just have to set them on the floor.

The pool, our most looked forward to amenity, was very dirty, with floating dead bugs, leaves and strings of things both at night and the day. A piece of broken concrete was on the stairs to the pool which I scratched my foot on.

The bar downstairs outside the lobby, Jungle Bar, the bartender told us one beer was 65 pesos (sesenta Cinco) and then when we went to pay our bill said it was 125 (ciento veinticinco). Yes I can hear the difference, yes he scammed us. Beware.

All the shops that are part of the hotel complex are really just for show unless you're willing to pay $200+USD for a single bikini top or pair of swim shorts or ugly dress also sold for $20 USD everywhere else. Every place was empty, us being the only customers in every store we went in. The staff looked bored and surprised to see anyone.

Overall really wished we stayed somewhere else. Not a room we ever looked forward to at the end of the day, not a good vibe anywhere in the hotel, just empty and sad and disappointment at...

We had made a reservation for 5 nights to celebrate our 15-year wedding anniversary, and I tried to contact the hotel several times ahead of the arrival in the Hilton app, but never got any replies. I am a Diamond member, and I was really excited to get a notification that we had been upgraded. However, it was the worst "upgrade" I have ever received. The bed was a pull-down bed, and it was the hardest bed I have ever slept on. The room had a connecting door to another room, and it was not a solid door, and it was incredibly noisy. The people next door sneezed, coughed, or talked, and we heard every single thing. I went down to talk to the girl in the reception, Sofi, twice to see if there was any other room we could swap to, and she didn't seem interested in doing anything to assist at all. She said all rooms are identical and there was nothing she could do. The only thing you get when you are upgraded is moved to the 4th floor. There was another girl checking in before us, and she really wasn't that nice to her either, but if any other staff is nearby, she is super pleasant, so it's just a charade, I dont think she likes her job at all and she is super sneaky.

All rooms are really small, which is OK, but they only have queen sized beds, nothing bigger in the whole hotel. After the second night, our backs, shoulders, and hips were hurting incredibly from the hard bed, and I was almost crying from not being able to sleep, so we decided to leave 3 nights early. I went to the reception to see if we could rebook somewhere else, and at the spur of the moment, I asked the other gentlemen at the front desk, Memo, and he was like "ofcourse we have real beds, I'll swap you for another room" So Sofi just flat out lied to me the first night when she said there were no real beds. Needless to say, I was really upset, but only got a lame apologize, it didn't seem like they really cared that much. The rooms also don't have any hooks or places to hang towels to dry.

All that being said, the hotel is really cute, although its definitely not a luxury hotel like it seems to market itself, the pool area is really pretty, although one of the staff was cleaning the chairs one morning and just rinsed all the chemicals out in the pool water right in front of us.

The gym is great, the rooms are very clean and the rest of the staff are pretty nice. The bartender downstairs, Israel, is so sweet, funny, and professional - and he makes absolutely amazing drinks! Don't ever let him go, if we come back, he is one of the main reasons! The location is also a little weird. There are a few restaurants within walking distance, but it's not close to the beach, and it's not close to Tulum Center either. You can rent bikes (it takes about 15 min to bike to town, and 15 min to the beach) or mopeds, or take a taxi (300...

Motto by Hilton in Tulum offers a mix of highs and lows, making it a unique experience overall. First and foremost, the staff is incredible—friendly, welcoming, and always ready to help. A special shoutout to Memo at the front desk and Jose, the manager, Manuel the server at the rooftop who went above and beyond to ensure flexibility and top-notch service. Their genuine hospitality really stood out.

The ambiance and environment of the hotel are lovely. With a good bar in the center of the plaza and nearby cafes, restaurants, and boutiques, the location is perfect for exploring and relaxing. The rooms, while on the smaller side, were comfortable and well-maintained. The bed was especially cozy, and the cleaning staff did a great job keeping the room spotless throughout our stay. The gym was spacious and well equipped.

A thoughtful touch was the complimentary Ice Challenge provided by the hotel in collaboration with the “Tribu Halo” center—a unique and refreshing experience that we truly enjoyed.

The food at the hotel, however, was a mixed bag. While the burgers, guacamole, wedge fries, and drinks like the Michelada and Piña Colada were great, most of the dishes felt overly greasy and oily. The buffet breakfast was particularly disappointing—it lacked freshness, and items like the toast, fruit cuts, and general buffet options didn’t meet expectations. That said, the breakfast menu items like the avocado toast were much better and worth trying. I would avoid the buffet altogether unless you’re opting for simple things like honey, jam, or nuts. The coffee and espresso also fell short, which was a letdown for a morning pick-me-up.

The rooftop is a nice feature, but the pool didn’t look clean or fresh, which was a bit concerning. Daily maintenance would make a big difference here and improve the overall experience.

In summary, Motto by Hilton has a lot going for it—amazing staff, a great location, comfortable rooms, and thoughtful extras like the Ice Challenge—but there are areas that need improvement, particularly the food quality and pool cleanliness. It’s a good choice if you’re looking for friendly service and a lively environment, but there’s definitely...