"Why book? Of all the large-scale resorts that line the Riviera Maya, there may not be any that draw in regional influence with so much sophistication as this newcomer from Hilton. It has enough going on to keep you there for a week or more, but with a clever eye to the boutique and the refined, so that you never feel like you've entered a resort of such scale. Set the scene There are few moments that force your shoulders to drop as easily as walking through the Conrad's entrance. Lumbering wooden doors are pivoted open to reveal the breezy hotel lobby and create a view with layers of water, first the still ornamental pools, then the main central pool and finally the glowing Caribbean sea. The lobby may have a few guests milling around—bohemian New Yorkers after some sun, families in from elsewhere—but you won’t even notice. The space is designed to feel like a portal to vacation and once you make your way through to the other side, where acres of beaches and pools and beer shacks abound, you’ll barely remember the plane you flew in on. The backstory Conrad is one of the top-tier brands in the Hilton portfolio, and they sold the franchise rights to a Mexican couple which may explain why this resort does such a good job of marrying the bells and whistles you'd expect of the brand with local touches. The couple also own the Waldorf Astoria on the coastline. It's the more intimate and high-end property for the Hilton complex on the coast, which will go on to have 735 rooms. Of the complex, Conrad will be higher-end and à la carte, while the Hilton will be all-inclusive. Some facilities like the spa will be shared. The rooms Like much of the hotel, rooms do a nice job of marrying sharp local design elements with true comfort. The 349 rooms are spread across three different blocks, each block with their own central pool with pool bar and full service—though the central pool is where it’s at. Ocean-facing rooms have hot tubs built into the balconies and few things are more relaxing than watching the neon-pinky swirl of sunset from the tub, through the layer of jungle bush. The rooms themselves are cool and clean, with large white beds, hand-painted art works that pull in from the palette outside, and rattan chandeliers. Our large walk-in shower made up for the lack of a bathtub, and I could bathe my baby easily in the larger space. Food and drink There are nine different places to eat and though I didn't have time to try them all, I did consider doubling up on my meals for the day so that I could—not because I need to get an opinion on them all, but because everywhere I did eat was so good I knew the quality would transfer over. Even if all you want to do is order all your lunches poolside and eat bar snacks each evening with your margaritas at the open-air central bar, don’t skip Autor, the Mexican joint where the only inconvenience is not having room in your stomach to order everything you want (the soft shell crab and shrimp campeche should not be skipped). I regret not having time to try Kengai, the Japanese spot, which I heard was phenomenal. The spa The spa is a huge selling point, constructed from natural rock and timbers in the area. The central lounge is designed like a cenote, with sunlight flooding in through a huge opening in the dome, which hits different sunbeds throughout the day. The treatment casitas were extremely relaxing. I opted for a four hands traditional Mayan massage, which sent what felt like electric currents of relaxation magic through my body. I wobbled with jelly legs off the treatment table. The neighborhood/area Guests are about 30 minutes away from Tulum, itself a hot bed of boutique shops and lifestyle offerings from yoga and other wellness to some of North America’s top food. The hotel can easily arrange transport to get you to town should you want an afternoon out of the sun. There are also cenotes in the area as well as hiking trails which the hotel can help you access as well. Along the Riviera Maya is a collection of large-scale hotels; Tulum, the cenotes, and the soon-to-come PGA golf course are probably the biggest draws to exit the gates. The service It was really lovely. Conrad has done an outstanding job of pulling together a team of local workers at all levels of the business. At times a drink or a sandwich ordered from my beach chair took a few minutes too long to arrive—which would matter if it weren’t for the fact that I was generally too busy to notice or care, being wrapped up in conversation with any number of the friendly workers who remembered me or (more likely) my infant from the day before and wanted to chat. The whole team was so warm, and it felt very organic, not like an order out of a corporate playbook. My interaction with the staff on all levels felt more like an insight into Mexican culture and hospitality and less a glimpse of how Hilton runs, which is likely the company’s intention. We had an especially knockout meal at Autor, the fine Mexican dining venue, in part because servers Jesus and Maurizio truly made us feel like it was their pleasure to have us with them that evening (the food didn’t hurt either!). For families Pools, beach, and burgers for days makes this a no-brainer hit with kids. But the soon-to-open kids' club and teens club will seal that reputation. Accessibility There are lower-level rooms with accessible showers. I struggled getting my stroller up and down the lobby steps to get to the main pool, though, and even with alternate ways of accessing it, it isn’t wildly convenient. But this is an accessible property. Anything left to mention? This hotel was described to me as appealing both to those who want the Mayan Riviera resorts and the specialness of Tulum; I think it nailed that. It was a lovely place to take an unapologetic vacation, with enough point of difference to get a sense of where you were, beside the beach." - Erin Florio
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