Hilton Cancun An All Inclusive Resort

We loved this hotel and really enjoyed our stay here. The modern, sleek, and stylish layout and décor was very much appreciated as well as how clean everything was kept.

The room and bathroom lacked storage. There was not nearly enough room in the closet or enough clothes hangers. I wish they had put more thought into the design for storage in the bathroom.

We travelled with our 5 month old and 2.5 year old and was a little disappointed that the hours in the Kids' Zone was limited for children under 4.

My only one other complaint, is on the part of the guests. I was shocked and very angry at how much waste occurs with people not finishing their food. It's terrible. With the cost of food and those who are not fortunate enough to afford to eat these days, it was so disheartening to see how much people wasted.
It's too bad there weren't policies put into place to charge people if they leave food behind or at the very least, remind people about the effects of food waste. [Details]

In general, the hotel was nice as you would expect with a newly built hotel. However, this makes it surprising when you see cracked and uneven tiling near the pool deck, lack of guard railings in certain places where a kid can just walk into the abyss, features of the kids splash park either broken or not turned on, and generally shoddy workmanship on the room interior design.

The staff are pleasant, however customer service is lacking. Food will be delivered at the Italian restaurant, but no forks to eat. It takes three times to ask for a fork before one arrives and waiters disappear for 20 minutes at a time while you are dehydrated. Steaks are overcooked relative to customer request i.e a medium cooked steak will come out well done, rare will be medium. The cocktails are sugary pre-mixes but the beers are great. My hand was crushed in my room door, as the hinge on the door cause the door to slam shut rapidly. Mini bar fridge in room is warm even when set to coldest setting. Room was not properly cleaned ever, and often towels were not replaced. If you order a drink from a waiter at the pool or in the lobby, it will take an hour to arrive, it is best just to go to bar. Ordered room service a couple of times and it never showed up. Request baby seats at buffet from staff, they never deliver and you have to get your own or nothing will happen. [Details]

We were 2 families and we all got food poisoning in this hotel! The other family ended up to hospital since day 2 with about 10K hospital bill!! [Details]

Superior Class, from our suite, all the staff were great made us feel welcome, we got pampered , they were helpful and knowledgeable, and even thou our Spanish was very good, we were able to communicate just fine. [Details]