Hilton Cancun Mar Caribe All-Inclusive Resort

We had the best experience at the hotel and especially at the restaurant Vela. We tried all the restaurants but kept coming back to Vela. The absolute best staff from the breakfast crew who go out of their way for you and always have a smile. To the dinner staff who really care about the guests and remember you. We really appreciated Moises and Jorge. Both were so pleasant and had a great attention to detail. Jorge and Moise remembered our preferences in the rodizio and kept coming by to make sure we were taken care of. We had some great conversation with Moises who truly is passionate about his job, he was beyond polite and caring. He also gave some great suggestions on places to go around the area.

Leo from the pool area and Santiago in the buffet area consistently provided 10 ⭐️ SERVICE. I cannot stress how much their hospitality made this visit almost perfect. Every time we went to the pool, Leo made us feel like we were the only people out there. And he treated each person that same way. I don't know where he gets the energy to do it, but he is consistent. Then you have Santiago in the dining area. And he comes with the same level of attentiveness each and every meal! He took ownership of us and the greeter knew when we came in to take us to his section only. 🤣 He remembered our preferences and details that we had shared. He's fantastic! The restaurants are mediocre. But you will find something that you can munch on at the buffet. We had to default back to the buffet after 3 unsatisfactory restaurant experiences related to the food. The enclave area is supposed to have designated sections. This is a paid premium benefit. However, during our stay, they did not enforce it. So the extra cost for that access was a waste. I LOVED our room! We stayed in room 829, the Enclave Honeymoon Suite. The views from the jetted tub was gorgeous and I watched the sun rise each morning from the hammock on the balcony. 😍 When it's all balanced out, I'd rank our stay a 7 or 8 out of 10. I would definitely return for a second trip and I'd certainly select the enclave honeymoon suite. All enclave rooms are oceanfront rooms.

My stay at the Hilton Mar Caribe was nothing short of amazing! The resort has the perfect location with stunning views and plenty of activities to enjoy throughout the day. From the moment we arrived, Ruth gave us the warmest welcome — she set the tone for the entire trip with her kindness and hospitality. The service throughout the stay was incredible. Every staff member was attentive, friendly, and made us feel right at home. The entertainment team deserves a huge shout-out: Carlos, JC, Bruno, Damian and the rest of the crew brought so much energy and fun to every activity. Whether it was poolside games, evening shows, or just chatting with guests, they made each day unforgettable. The dining team was just as wonderful — every meal was delicious, and the service was consistently thoughtful. It’s rare to find a place where the entire team goes above and beyond, but Hilton Mar Caribe does exactly that. I left with amazing memories and can’t wait to come back again!

We spent 5 nights at Mar Caribe. At our first lunch Santiago was our waiter. And we knew immediately we had a gem. We asked for him each breakfast and lunch and every time he made us feel special. He gave the best service, and did it with a smile and quick wit daily. He even flagged down the host as she took our daughter to a different area and said "bring her to me". He made our stay AMAZING. He is among a few that will bring us back to Mar Caribe.

A fantastic dining experience at Maxal. The Mexican restaurant - authentic flavors, warm and friendly service. They went above and beyond to celebrate my wife’s birthday. This has to be one of our best dining experiences at the resort and Jair the Captain was fantastic, Emilia our waiter phenomenal and the food by Chef Ilayana was delicious. Worth every calorie! Don’t miss an opportunity to dine here!

We had a wonderful time at this resort! All of the employees were very friendly and attentive, always treating the guests with kindness. The food selection was excellent, and we especially enjoyed the daily live entertainment. Santos and Bruno were fantastic—they really knew how to engage the audience with their fun moves. Overall, it was a great experience!

I had an unforgettable experience at the Stack House at Hilton Cancun Mar. Ricardo, our waiter and shift lead, was outstanding—professional, friendly, and truly went the extra mile to make sure everything was perfect. The entire staff was warm, welcoming, and provided excellent service throughout the night. A special thank you to the chef as well—the food was absolutely incredible! Every dish was cooked to perfection, full of flavor, and beautifully presented. You can really tell the kitchen puts care and passion into their work. Thank you to Ricardo, the chef, and the whole team for an amazing evening. You all made our visit so special!

During our stay at the resort, we had the pleasure of dining at several restaurants, but none came close to the sheer excellence of Leluche. From the moment we stepped inside, it was clear we had discovered something truly special. The ambiance struck a perfect balance between elegance and warmth, with soft lighting, subtle music, and a breathtaking view that set the tone for what would become the highlight of our trip. The menu was a thoughtfully curated journey of flavors, showcasing fresh ingredients, innovative techniques, and flawless presentation. But what truly elevated our evening was Amos Emanuel, our waiter and without a doubt the finest we encountered during our entire stay. From the very first interaction, Amos treated us like royalty. His knowledge of the menu was impeccable, offering thoughtful recommendations that matched our tastes perfectly. He anticipated our needs without being intrusive, checked in at just the right moments, and created an atmosphere of care and genuine hospitality that made us feel incredibly valued.

I think this resort deserves 4 stars, especially for the great people that work here. They are hard working, always smile and ready to serve you. We stayed for 4 nights at the end of January and the place was not full, plenty of seating all over and we managed to make reservations at their 3 restaurants every night. The gym is fairly nice and clean. The main food area is very well maintained with many vegetables and fruits, plus variety of proteins. I had no problem with freshness although my friend said the cooked fish was smelly, probably because it's a buffet and it's been there for a while. The cafe inside always has snacks, fruits and drinks as well as tasty ice cream. What I didn't like were the desserts in the main restaurant, didn't have much taste at all. Every night we had entertainment at the terrace night club which ends at 10.30. You can book excursions from the front desk but they are expensive. So is taking a cab to go outside the resort. Overall I do recommend this hotel.

Families BEWARE! If you're looking for a place to stay with great food and the best bang for your buck, this is not the place for you. Our family spent close to $20k for a family retreat for the holidays; we never get to go away together because we own a family run business. We're a large family of 8 so we purchased 3 rooms to fit all of us with the kids. Upon our arrival, we were immediately told that there was an issue with our reservation and there were only 2 rooms available. There was nothing we could do, everyone else was booked up so we had to take it. We were slam packed in both rooms and by the second day, one of us had gotten food poisoning and it was a worse case scenario situation with everyone sharing beds. The food was awful & the buffet made absolutely no sense at all. There were lines everywhere every time you went that lasted hours. You had to eat at awkward times to make it worth it. The views were beautiful & staff was friendly but this was not worth it at all. To make it worse, all of my kids had to share a bed and it wasn't fun or relaxing at all. Worst vacation I've ever been on. STAY AWAY

Everything. The hotel needs serious work. Not an ice machine that works in the whole hotel for starters. Stayed 5 nights and 5 nights requested maid service. Not once did they show up. Nothing but lip service from management. As you can tell by previous responses. Italian restaurant was out of balsamic vinegar, steak restaurant said asparagus were to expensive so not available even though they were on the menu. I ordered the 1/2 roasted chicken and was brought 1/4 breast. " Oh we just order the breast quarter" Than print new menus. The bright spot has to be the pool staff. They really work hard to bring watered down drinks all day There is very little to no entertainment in the evening compared to Secrets as an example. One last note it was a big anniversary and they never even acknowledged it. Even though it was in the pre check in info. I am gold with Hilton and no upgrade even though the hotel was at 50%. Too many choices.

Went for my wife's birthday made a mistake on room online when we arrive Thursday, I booked a beach front balcony but the balcony i ordered was to small so I upgraded to terrace for an extra $200,had to wait tell next day again that was a mess food at the vela is decent the dinner is much better the steak House flama service terrible steaks the worst...the Norkia restaurant is an Asian style service great food good. The pool side waiters were super great help with everything at times we were inconvenience and made is feel super welcome especially angel..good person hard worker,overal our stay was great not really for couples children everywhere...it's worth a shot

I recently spent seven days and six nights at a resort. Despite reading some negative reviews, I decided to check it out for myself and I'm glad I did. Here's a breakdown of my experience: Arrival/Transportation: We flew into Cancun and pre-booked roundtrip transportation with Amstar. The drive to the resort took about 20-25 minutes. Upon arrival, we were welcomed by friendly bellmen who offered cool towels. The check-in process was smooth, and we were provided with bracelets for accessing our room and resort amenities. Check-in: There were multiple front desk agents available for check-in. If there was a line, we were asked to have a seat until the next available agent was ready. It's important to note that Discover cards are not accepted in Mexico. We were given our bracelets even if we arrived before the official check-in time, allowing us to enjoy the resort's amenities while our room was being prepared. Food Reservations: Restaurant reservations could be made through a mobile app. There was also a concierge available to assist, although our experience with the initial concierge was not helpful. Fortunately, we later encountered a more helpful staff member who assisted us in making reservations. Overall, the food was average, but the Teppanyaki grill required advance reservations, which I recommend making early. Bars: The resort had multiple walk-up bars and bars located inside or outside the restaurants. Pools/Outdoor Area: The resort had three large pools and a kiddie area. One of the pools had a swim-up bar, which was popular among both adults and children. There were plenty of water activities available. The rooms were spacious and well-maintained, and our room came with complimentary restocked beverages. Activities: Due to the rain during my visit, outdoor activities were limited, but the resort managed to accommodate many events in indoor spaces. There were more activities geared towards children than adults. Overall, my experience at the resort was positive, and any minor issues were swiftly addressed. Despite some downsides, I would rate my overall experience as 8/10.

We stayed at Hilton All-Inclusive during the New Year 2025. What we liked: + Great friendly staff who spoke great English + Nice ocean-view room + Delicious food + Fantastic included New Year's Eve celebration, entertainment with fireworks + Close to airport + Great for families + The Gym was clean and had free weights, group classes, etc. + Like other hotels did not push to sell or upsell other services What needs improvement: - Sushi at the Asian restaurant. - Far from other hotels and downtown although they offer complementary shuttles - Had to get up early to reserve key restaurants (Auma, LaLuce, and Maxal)

This all-inclusive Hilton with 4 main restaurants and outdoor pool with multiple activities and beach. If you want to sit by the pool, drink, party or have activities for your kids (not infants) and eat, you're going to love this place. Make dinner reservations upon arrival! To enter the hotel property, you must check through a security gate - feeling good about safety. Upon arrival, you are greeted warmly by the valets and you are each given a chilled wash cloth. Bellhops take your luggage and seamlessly whisk them onto carts, giving you a claim ticket. Check in does take a few minutes but we were all comfortably seated and given an inviting iced fruit drink in a glass (we did check in at the Hilton member desk). Each of us had a comfortable satin nylon cord bracelet that acting as a room key (satin nylon bracelet color status are highly secretive but minors are orange). Dinner reservations at 1 of the 3 specialty restaurants are a competitive sport - you'll have to go to a different desk with 15 minute wait to try to negotiate reservations that aren't at 10pm. Noriku (Asian) and Noriku hibachi, Flama STK (steakhouse), La Luce (italian) - food and drinks liquor are included but each menu has a few dishes and liquors for an extra charge. Maxal (Mexican) is a huge buffet with made to order stations that does not require reservations and is open for breakfast lunch dinner. We managed to get reservations for our first night at Noriku at 6pm, our 2nd night at Flama STK at 9:30pm and our 3rd night at 7pm Noriku hibachi. Noriku is pretty basic sushi Indian Asian cuisine and the food is ok. Flama STK is totally overrated - maybe if you pay the extra price for an upgraded steak it's better? The hibachi was ok and we love hibachi normally - maybe it was the lack of energy of our table even though we tried to perk them up. The bars in the lobby area were great - great bartenders, great service, good choice of liquor. Our 2 queen ocean view room was smallish but on the posh end with a small patio and fully stocked free mini bar. There are many different ways to get around (elevators, stairs, hallways). Many of the hallway ice machines did not work. Pool chairs can be tough to get so claim them early. Pool towels are picked up at the Sports Desk - we had to ask other guests where to get them. Almost every hour there is some sort of activity for adults and kids at different parts of the pool - water aerobics, aqua yoga, Zumba, beach volleyball, contests with prizes (like Hilton tshirts or baseball caps), etc. Indoor ping pong wasn't so much a competition than no one showing up and just playing. We ordered room service online for 7:30am and received everything (eggs, pancakes, bacon, fruit, coffee) but the 4 orange juices. We met another family who said they never received their breakfast room service. Azulinda was a great place for gelato but they only serve it for a few hours in the afternoon. They do have a 24h breakfast grab and go plus coffee but it's pretty basic. The staff is very friendly and nice. They generally do not pick up the phone during peak season. This resort reminded us of Pixar Wall-E. Also, because you are paying a premium for the all-inclusive, we felt deterred from doing any outside activities which would incur an additional fee. For activities, you're better off staying in Playa del Carmen or Tulum (which now has its own airport). This is a self-contained party place - kind of like a cruise but you're on land.

This is, by far, the worst hotel I have ever stayed at. If you're a Hilton member expecting to be treated as a valued guest, don't be fooled. If you think using your points will provide great value at this hotel, think again. Let's start with cleanliness. The rooms were rarely cleaned. I stayed for five nights, and my room was cleaned only once--despite multiple calls to the front desk and personally going to the lobby to request it. It was so bad that my sister's room even had an ant infestation. At a beach resort, where sand and pool water constantly track into rooms, proactive housekeeping is essential. Instead, the entire resort reeked of mildew. Next, the food. It was below average--so much so that I would rather eat airplane food. The meals were barely edible, and the only redeeming factor was the drinks. If you're expecting an all-inclusive experience with food available whenever and wherever you like, prepare to be disappointed. The restaurants don't open until 5 PM, and they don't take reservations, meaning you'll have to wait in long lines for bland, room-temperature dishes. Finally, the music. The resort seems confused about its target demographic. For a property catering primarily to families, there's no reason for music to be blasting until 3 AM. I got more restful sleep at home than during this so-called vacation. It's disheartening. Many guests take time off work and spend their hard-earned money, only to be misled into staying at a subpar resort that hides behind a recognizable brand name. Every time I walked through the lobby, I overheard someone complaining to the front desk--about dirty rooms, missing luggage, or some other issue. Far from relaxed, most guests looked visibly frustrated. This hotel has some potential if they overhaul its management and operations. However, at this rate, you're better off staying home.

I have traveled to Mexico 10 times and stayed in a variety of hotels, but my experience at the Hilton Mar Caribe was by far the worst. After reading reviews, I was optimistic that this would be the perfect destination for my family's Christmas vacation. We booked a premium ocean view room in April 2024, specifically because it had a bathtub, which is essential for bathing my 1-year-old daughter. Unfortunately, our excitement quickly turned into disappointment due to the hotel's appalling service. Upon arrival, we were downgraded to a different room without any prior notice or explanation. The downgraded room did not have a bathtub, and when I raised the issue at the front desk, I was told there were no available rooms with bathtubs except for suites. Despite my frustration, the only option offered was to pay the difference to upgrade to a suite--an expense I was essentially forced into just to meet my family's basic needs. While the oceanfront walkout suite was beautiful, the service we received throughout our stay was abysmal. We requested early housekeeping each day, as my youngest naps at noon. Despite their assurances, not once during our seven-night stay was our room cleaned on time--or at all. For the price we paid, this level of neglect is completely unacceptable. The situation worsened two nights ago when my 6-year-old discovered a cockroach in our bathroom. Seeing a cockroach in what was supposed to be a premium room was both shocking and revolting. We immediately reported it to the front desk and requested to speak with a manager, only to be met with indifference. The staff offered no solutions, no apology, and no urgency to address the issue. This trip has been a complete disaster. Not only did we feel scammed into paying thousands of dollars extra instead of getting what we originally booked, but we also endured horrible service, an uncleaned room, and cockroach infestations--all with zero accountability from the hotel staff or management. I expected much more from Hilton, but this experience has left me deeply disappointed and disillusioned. I cannot recommend Hilton Mar Caribe to anyone. In fact, I strongly advise others to avoid this hotel at all costs. If you value your money, your time, and your family's comfort, do not stay here.

We were just at the Hilton Cancún all inclusive mar caribe. We stayed for three nights and we are Hilton honors. At check in and during our stay they were so wonderful and friendly. We checked out at 12pm latest checkout. They said they have no option for extension even with a fee. They cut off our wristbands on the spot. Said you can use the facilities but not the restaurants or bars. Our flight was at 6pm. We went to the beach and within an hour were surrounded by security asking to escort us out for not having our wristbands. We explained we just checked-out and were told we can use the facilities. They insisted we were not supported to be there. We walked back to speak to the supervisor and were literally escorted to the lobby followed by two security men The supervisor apologized and said these are new rules by the Hilton. They said we can complain to Hilton honors in the U.S. only because Mexico didn't have a Hilton office center. The experience was horrible. Ocean view room, $1600 plus for three nights then the second you check out, you are treated like a trespasser. Hilton is Not deserving the loyalty

My family and I stayed at the Hilton Mar Caribe resort last week, and our experience left much to be desired. For starters, there is no airport shuttle. But they do have free parking. And they are absolutely not accommodating to large groups. The food: not good. Every restaurant besides the buffet requires a reservation. However, getting a reservation was extremely difficult as everything books up in a matter of minutes. And they are not accommodating to groups larger than 4-6, which is frustrating because we had a large group. Which I feel is very normal for big groups to frequent all inclusives. This leaves you to eat at the buffet most meals. Which the food was so so and the hygiene practices make your skin crawl. The food was hardly marked for what it is, and there were multiple occasions where I saw them using the same tongs to handle raw meat and cooked food. I will say though, they were helpful with a baby and always hard clean high chairs available. The room: was the best part. The rooms were very nice and clean and the view of the ocean from the balcony was great. The pools: There is plenty of pool space to have fun with your family, however, getting a spot to sit was extremely difficult. People would come out HOURS before they were ready to get in the pool and use towels to claim chairs, making it impossible to have somewhere by the pool to sit. Also, I'm going to assume this place doesn't treat their employees well because the overall mood of the place was grumpy! More often than not the staff wasn't just dismissive, but they were downright rude.

The best part was the very friendly staff. Alondra and Sebastian at the bar, housekeeping was super nice and fast. Would definitely recommend for families.

Visited Cancun for the first time during the Christmas break and stayed at Hilton Mar Caribe for 7days. This is a beautiful resort with immaculate grounds. All the staff we encountered were very hard working, friendly and helpful. The view from our room was beautiful. I made it a point to sit on our balcony every morning to watch the sunrise. Most of the restaurants were good. The lobby bar is an awesome place to hangout. No watered down drinks here. The beach is beautiful and very clean. I loved everything about this resort EXCEPT the check-in process. IT was CHAOTIC! So, the procedure is.....upon arrival, the bellhop hands you a ticket for your luggage. You then head up to the lobby where you are met and told to sit and wait then they take you to the lobby bar once the people ahead of you get checked-in, they bring you drinks and wait to be brought to first available counter(table). This is where things go downhill. We arrived at 6pm on a Saturday. There were 4 check-in tables. I assume 1 was solely for the enclave folks because there was very little traffic in that area. 1.5hrs at the bar, I'm starting to get tipsy and still nada. I see the family that was ahead of us get done checking in and they started entertaining other people. At this point, the lobby has gotten more crowded with newcomers. The couple that came after us started making a scene and they were immediately attended to. A waiter came to check on us and I told her our problem. She kindly went to reception and just like that, we were finally accommodated. 2hrs is how long we had to wait to check-in. It was almost 9pm by the time we finally got to our room. I felt bad for the reception staff because they were flustered and working really hard. It's the head honcho who was unreliable. He stands there, directing traffic to nowhere, disappears long periods of time and does nothing to help his staff. They need a better set-up. Why not give each arriving guest a number? Other than the initial hiccup, our stay was amazing. There's a lot of activities, clean beach, lots of food choices and booze. We got to sample all the restaurants. I had my fill of ceviche at Seasalt and Chala. Azulinda was convenient for coffees, ice cream and desserts. Vela always has a variety of dishes. Pretty good for a buffet and their sushi is surprisingly better than at Noriku. Here is how we rated their specialty restaurants : 1. La Luce - Beautiful restaurant. Best food and service is top notch. 2. Noriku - just do hibachi.Their Thai, Indian foods are mediocre. Sushi rolls and nigiri are fishy. Skip fried ice cream as well. It's pre-fried and served frozen. 3. Flama STK - good steaks, cooked perfectly. So,so sides. Can't take leftovers to go(such a waste). 4. Maxal - surprisingly the most disappointing restaurant. Very salty food. The Mexican food at the buffet was better. Note that the specialty restaurants require reservation, so do it as soon as possible specifically for La Luce and Noriku. Although our room partially faces Chala which has nightly entertainment, dancing, the noise/music didn't bother us. We had the convenience of dancing and singing along in the comforts of our balcony, plus the music stops at 10pm. This is a pretty good resort deserving of a 5star IF they would fix their check-in process.

This resort was beautiful with amazing views and beautiful pools. I wish the food would have been better the staff was so friendly and accommodating!

DISCLAIMER: We would still return back to this resort despite some issues. As well we were approached by Betsy with Guest Relations just to say hi & get any feedback on our expirience, so we discussed everything I'm saying here. Our stay was Spring break 2024. This resort is great for families and has alot of activities for everyone throughout the day! Amenities, Rooms, Beach, Pool & Bars were all great. The resort is beautiful with good views. Some of the consistent complaints I heard from other Patrons while we were there: Restaurant reservations are extremely hard to book, the food at buffet is same every day, the tone of some of the staff was somewhat cold not to where they were rude but majority of staff was very pleasant & welcoming- typically you get the welcoming feeling in majority all resorts in Cancun. If one person goes to get towels for their family - they will only give you 2 max. There are shows at night but not the same as other resorts where there are production shows nightly. Some of shows here are just DJ music & dance theme night with production shows only on some nights. Our solution to towels was for everyone stop by sports desk (incoveniently accessible to most resort buildings) to get our towels before the pool. If you frequent Hilton properties, you know their standards are high, this one has some adjustments to make. However being that they just took over last October, I am expecting for it to be better in the near future. In comparison, I've stayed at 2 other resorts down the street within last 6yrs so I'll keep up with other reviews to track any changes.

This is the worst hotel I've personally ever been too. All the other Hilton hotels I've been to have been great but this one made me rethink my membership with Hilton. First of all, even though they say they are all-inclusive, they will take every chance they can get to mooch money off you. The resort itself is nice but expensive and then they want to get more money off of us. All the restaurants in the resort you have to wait in a long line for, and the food there is not even good. We had to eat out TWO times be cause we just couldn't eat another bite of the food. So don't come here unless you want to waste your money on trash. The service is horrible, we asked for tissues 10 times in one day and they never gave it to us. Then they tried to charge us for a steak we never ate as we were about to leave. They didn't let any of our taxis come into the resort zone so we had to walk outside to get in our taxi. They wanted to order an Uber for us "for our convenience" but really to get more money. Please don't come to this hotel, it is just terrible for adults but your kids might enjoy it because of the water park and kids club called "beach bunch". I do NOT recommend going here. This is the first time Hilton has ever disappointed me and my family, and hopefully the last. I would rate this place 0 if I could.

Mess up my reservation twice then when I get there with my family they short me a room and tell me nothing they can do about it so my wife had to share a room with my daughters and me with my sons!!! So there goes $13,000 dollars for a vacation separate from each other

my experience at hilton mar caribe was wonderful thanks to the staff at the pool where my family and i had spent majority of our time. Acxel, Alondra, and Monsie had made our trip so special, on my second day of the trip it was my birthday. Acxel, Monsie, and Alondra had decided to keep bringing us shots as a birthday surprise and they treated us like part of their family. We enjoyed their service so much that we continuously sat in their section of the pool, they made sure that we enjoyed everything that they gave us especially the food. They made this trip unforgettable.

The staff at this resort is amazing! The pool staff: Axcel, Monserrat, Francisco, and Tino were fantastic. Thank you to Axcel and Monserrat! These 2 made our stay an unforgettable experience! I have never met 2 people who went above and beyond on a daily basis! Our stay was amazing g because of these 2! Find out where their station is and sit there! You will feel like royalty! The person I want to really give a shout out to is the bartender Carlos! He is the shining star of this resort! His hospitality is second to none! If you ever see him behind the bar, tell him Maestra says "Hi"! The entire event staff: Beth, Bruno, Whiskey, Carlos, Christian and the DJ did a great job keeping us entertained day and night! They are amazing at what they do! The not so good: Their policies. For an all-inclusive, their procedures need a lot of work. Kids were constantly in the adult section. You had to wait in 2 lines just to eat at the buffet. Even though the buffet is right next to the pool, you were not allowed to wear a bathing suit covered in a wrap. We had to go our room and completely change before we could eat. The space for the nightly entertainment is beyond obsured. The space is small and there are only enough chairs for 20-30 people. Where we usually stay there is a stage with seats for everyone. Although the entertainment staff was great, they were limited in space. The Restaurants: the food was above the average AI, but the reservation system is terrible. Sometimes you could get the app to work, sometimes not. Sometimes you could make a reservation at the restaurant, but sometimes they told you to use the app. The resort was beautiful and always clean. I think Hilton needs to learn how to run an AI. It seems they are too busy "bean counting". It's an all inclusive, their policies and procedures make it difficult for their guests to enjoy the benefits of an all inclusive. The reason this resort got as many stars as it did from me, is ONLY because of the staff. There procedures deserve 2 stars, but their staff deserves 5 stars! This is a very kid friendly resort! If you want to go on a family vacation, this is the place for you! If you are looking for more of an adult vibe, this may not be for you. I just wish there was someone enforcing the adults only section a little more. That was a disappointment. All in all, GREAT staff, beautiful property, good food, not so good policies and procedures.

I am writing this as we sit in your hotel because we are frustrated with our experience. I'm going to start off by saying I am a diamond member, I stay at hilton hotels very frequently throughout the year as we vacation a lot and I travel for work. When I called to inquire about how the all inclusive works I was told that there were no limits, that we could freely enjoy all restaurants and areas and the only thing we had to pay for were the massages if we wanted one. Once we got here we made our way to one of the restaurants and were told we couldn't be there because it is exclusive to Enclave. We went to a different restaurant and we couldn't get a simple loaded baked potato without bacon (my wife doesn't eat pork), so we had to order truffle fries but there was nothing truffle about them. It was plain fries, not even parmesan cheese. We asked if we could have a room upgrade and were told there were no rooms available but we went on the app and there were upgrades available. We visited the whirlpools and my wife was sitting on one of the beds, mind you there were about 4-5 beds available but she was told she couldn't be there because she needed to reserve the bed. We were told every restaurant was on a first come first serve basis, but later found out you had to make reservations for certain restaurants and services. The food on the buffet was mediocre at best, only a few stations had good food. We also asked about laundry and were told we had access to washing our clothes but turns out you have to pay $7 per shirt. The only thing we have no complaints about is the staff, we don't blame them for the rules that management and the hotel withhold. Juan was a great server at the Italian restaurant, Cristian and Santos (the animators) made our night more fun and they were amazing. There is another guy named Santos who welcomed us when we got here and took us to our room and he was also amazing, he made sure we were comfortable and had what we needed. We are not coming back, we genuinely feel like there were no benefits to being diamond at all and constantly came across people telling us what we can't do.

Food is bland. They don't even know how to cook a steak - they serve it cold and or bleeding! We've been here since 6 days and on day 7 they wanna tell me that if I reserve my chair's poolside and leave my belongings unattended they will be removed. How does this even make sense?? The sun is brutal to begin with, then what about when you go lunch or need to go to the bathroom or if you're in the pool.. Why not purchase additional pool chairs and the problem is solved. Instead, they basically want to accommodate the lazy A$$'S who sleep in and complain because there are no chairs left. Just so y'all know Hilton is the only one who does this because I have stayed at plenty of other hotels for over 30 years and have never been subjected to this. It's an unspoken rule of thumb. Ya wanna a pool chair get up and reserve it..

Do NOT stay here. Mario at the front desk will try to steal from you. I pre paid my room. I had emails and receipts showing I prepaid for my room. I got their at check in time. I was told I paid for an "upgrade" (same exact price as my room...coincidental)...but I didn't pay for my room and owed double . I argued for 4 hours. Wasted an entire day of my trip. NOTHING is being done. Thieves. Beautiful property. Horrible service. Find a place you feel welcome. Alan at the front desk was great. 4 hours later Mario said my room wasn't ready yet, but Alan stepped up and got me checked in. Just horrible.

Great resort. Rooms were clean. Food was decent. Check-in was not good. We had an early morning flight. We got to the hotel around 12:30pm. We asked if we can do an early check in. They said no. They said there are no rooms available. The place was half empty and they said no rooms available. The guy said he will text and or email us when the room is ready. 3pm came. No text or email. We went to the check in area to get an update. After 15 minutes we were given a room.

Beautiful resort with amazing cuisine. Our room 437 was perfectly located directly in front of the pool and near the restaurants. It was very easy to access everything highly recommend.

Just endured a nightmare stay at this place! with my family - 12 of us across 4 rooms. What a nightmare, folks! Our bracelets weren't activated upon checkin so doors wouldn't open at all. Had to trudge back down one-by-one just to get that sorted keep in mind I had my 3 year old at sleep on my arms doing this. And boy, the shower was a sewage leak disaster, the maintenance guy just shrugged it off saying "We've had that issue before on other rooms. Gotta break the floor to fix it." Then dumps this problem on us and walks off. Not a word of apology or an offer to shift us to another room! Apparently, dinner reservations are a thing of the past here. Basically had to camp outside restaurants wrestling waitlists for a couple of hours. What in the flaming hell is all that about? Never dealt with that in any all-inclusive hotel before! Hostesses? More like rude gatekeepers! Topped this nightmare with reservation errors in TWO of our rooms. Had the audacity to try to kick out our folks out like we were some sorta bandits! Came in threatening all crazy. Get your act together!! After realizing their mistake, all we got was a lousy, unprofessional apology. So hell yeah, steer clear of this place! All we wanted was to chill and instead, got served hot problems all week. Couldn't wait to vacate this dump! Never again, folks! Never again!!!!!!!!

We stayed for 5 days and our experience was just... ok. Pros: Fun nighttime activities. View from room was spectacular. Staff was friendly. Prices were reasonable. All inclusive, including fridge stocked in room. Valet was complimentary. The drinks were made quickly and were delicious. Pool lounges were usually open. They had a cute little cafe that served coffee and desserts. Cons: User interface on the app was poor at best. The kids club hours were not adequate and varied without notification which would damper our plans. The loud music at night kept my kids annoyed. The kids splash park was closed for a day and the front desk gave us misinformation. The biggest reason we won't be back or ever recommend this place is that we NEVER got a dinner reservation for our party of 6, it was pretty much impossible unless we wanted to have dinner at 10PM. They attach a bracelet to our wrists that identify you as guests. I was informed that if the bracelets were lost, they would charge $100. My 3 small kids could easily remove their bracelets after some time and it made me nervous because we did all day water activities almost every day. My 4 year old hated it and wanted it off every day. The menu for room service was never available on the app, so we had to call to hear the selections.

The place is beautiful. Since we got here everyone was very polite and helpful. Food was good too, I loved that they had plenty of healthy options like fruits, juice and soups. The beach was gorgeous. The town is not far to go shopping. The entire experience was very pleasant.

My family trip to Mar Caribe in Cancun was super fun. I enjoyed all the fun things I did like riding jetskiis, walking the beach, and enjoying the pool. What made my experience even better was the 3 workers that always took care of us and made sure we were all good! Their names are Axcel, Monsie, and Alondra. Whenever we needed something they were on it and very quick. All three of their personalities have given me and my family so much joy! Super amazing people. I'd definitely come back just to be around these 3 again. Thank you to those 3 amazing individuals for an amazing trip. Hope to see you guys again soon!

I'm gonna be honest... Hilton.. You've disappointed me this time. I am so sad because this resort has the potential to be great, but instead it really isn't. First of all the food is horrible. You have to wait in a long line to get into one of the 4 restaurants and the buffet food is not that good. The room service is just sad. We asked for Band-Aids 3 times in one day and it we never got them. They will jump at every chance they get to get more money for you. All the good foods like the steak you have to pay extra for and the stuff in the all inclusive package is bad. This resort is crazy expensive and not worth your money. When we were leaving they tried to charge us for a steak dinner we didn't eat and said we couldn't book our own taxi because they would book and Uber for us, FOR ADDITIONAL CHARGE. We declined the offer, but then they wouldn't let our taxi in because they didn't book it. We had to walk all the way out of the resort carrying our heavy suitcases. This resort is not worth the money. I would rather just go on a nice vacation to Hawaii.

Staff is not knowledgeable services are not good. Rooms were not ready and did not offer guests any information for about an hour. Dinners were extremely slow by time they serve it you're probably not hungry. The beach bar had no snacks. Chairs were scarce and no one really came for any beverages. Check in process was the most stressful. Employee had no manners, he had no customer service skills. Pool bar employees did not care neither. Overall experience was not great for the all inclusive fees you pay. So many different hotels in Cancun so much better than Hilton. I'm just disappointed this long stand hotel chain.

Sandra Karla and Beth at the beach bunch kids club are a life saver!! They're so good with the kiddos they never wanted to leave! Staff are all friendly

Pros:The warm welcome towel when you arrive. Welcome drinks at the lobby were yummy too **Beautiful pools and the beach is blue, clean (no seaweed) and kids friendly. We've had 3 beachfront rooms and all modern and bathroom was nice. Adan at the help desk setting up my hubbys 40th bday at La Luce, Enrique our server at La Luce and the Chef there too came out brought cake and sing along happy birthday with us. Also, Jesus lobby's bartender was the only fun bartender we've met. CONS: the staff are tired. Working hard- understaffed. Or maybe just not happy? If you're used to really good service, this is not it. Especially dinner time, maybe because they literally just opened and no reservations to any restaurants except hibachi- need to line up around 130/145pm to reserve by the lobby. come full prior to going because the wait is 1-2.5 hrs. -Maxal 1 hr Flama 2 hrs and it was just ok Flama ran out of picanha steak after we've got seated around 845pm (2 1/2 hr wait) -Breakfast food same thing everyday. -Lunch: repurposed food from breakfast and some grill items -shrimp, octopus, scallops were good -Seasalt bar n grill has good tacos, pizza and ceviche. -La Luce was probably one of the best one from the front, server, chef and food wise. -Noriku ruined our last night as a family of 13. 11/8/23 I think her name is Maria at the front. I've told her there's 13 of us. 8 of us were there at 630pm and 5 ppl almost there 3-4 mins away due some wheelchair assistance) she said they have to be there because no waiting list. We've got seated- separately 4 and 4 Then the 5 ppl came, she told them 50 mins? Really? So I've talked to her and she can do 3 and then 2 and wait 10-15 mins Still waiting so I walked to the front. She said she thought my family was the other group all 5 old white people. Seriously???? I'm Asian as fuck. At this point my other family was so hungry and just went to La Luce where we ate the night prior I can't believe the last night of our trip we had so be separated. I told to one of the servers if I can speak with the manager. Didn't come to me but all they had to do was pull another table next to ours. Had they done this in the beginning then we wouldn't have any problems. So they did pull an empty table next to ours but my other set of family didn't want to be in that kind of environment anymore and no appetite whatsoever. The girl at the front needs to train more. No apologies and Oh there is a waiting list because I saw people at front holding a beeper. The worst night of all for sure. **Room service is impossible. I've tried calling breakfast for 30 mins and it was busy nonstop. Got tired redialing and got everyone ready for the buffet instead. Same for late night snacks- they only had 1 cook and 2 hrs late we just went to sleep. 1 am with 1 pizza order and missing the 2 items. **Out of all the AI hotels we've been to, I didn't care much for room service. You'll grow white hair redialing. If you get lucky get the nachos. **the concierge I've spoke to was Karen. It was my husbands 40th bday. I've asked to decorate our room. She said okay from 11-12pm while we're out. Came back around 3pm and nothing. I've called them again while I sent my husband out for drinks, the guy I spoke with said his master key wasn't working. So he couldn't get in and will do it around 730pm while we're out for dinner. came back at 10pm and still nothing. The beach is gorgeous. Clearest and bluest water as always. It was wavy at times but still doable. There's a lifeguard all the time while we were there. There's only 1 station for the towels by the lobby so better get that or you're screwed walking a long way. There's a Cocomar bar by the beach a 1 lady that takes an order. Go to the bar instead if you don't want to wait a long time After 10pm that's it! No more entertainment. The twins entertainment at the lobby was fun. Also the glow party at Chaka sky bar was fun especially for the kids. The fire alarm went off 2 days straight On our 2nd day around 4 pm while my son was napping Then the next morning at fuxking 540am and another one at 6AM!!!! Yes to wake up the whole resort. Of course front desk was busy and I reached someone saying cuz of the steam from the buffet kitchen. Unbelievable Our next door neighbor we could hear yelling what the fuxk outside the hallway Overall, it wasn't very pleasant due to the service & mediocre food. I feel bad for our parents that we took with us for the very first time and didn't get a nice experience. We've stayed at the beach because it was beautiful & rooms all modern. However, room service, food, service were all mediocre. Not coming back or recommending it to anyone. I hope they do better in the future because people all over the world comes for vacation and not get stressed over or treated like that

Ac in room wasn't working and neither was the phone so I couldn't even call the front desk. Room services was ordered a few hours in advance and it was still 30 minutes late. Really annoying that they put umbrellas up on the patio and then won't let you put them up because it might get windy. It's the beach! Beaches are windy! Dumb rules like this make me not want to recommend this resort!

I am a long time Hilton diamond member and have stayed at many Hilton properties all over the world and have never experienced such rude staff in addition to substandard service and facilities. I would recommend that anyone planning a trip to Cancun avoid this property as it is not worthy of the Hilton name.

It was completely amazing I loved this resort and definitely recommend the enclave room for anyone visiting.

First, the good: bathrooms were modern and spacious, with good amenities. Room was clean and the bedding was comfortable, if not exactly luxurious. The bad: Noisy. Hotel staff were moving furnitures in adjacent room at 2:00 - 3:00 am. The screeching noise disturbed our sleep. We had to complain three times before the front desk/concierge took any action. Our first two complaints were met with denials by the hotel, so we had to invite a hotel staff in the wee hours of the morning to verify that the complaint was legitimate. Also, the rooms are obviously not soundproof so you will hear loud, thumping music until 11:00 or so. The food: some restaurants were good or good enough, but avoid the buffet if you can. Some of the food was downright inedible, especially the beef and sausages. And the service is very slow. Expect a 20 minute wait before they take your order. The beach: Not great. Not the white sandy beaches one imagines of Cancun. The staff: Some were nice, a few were grumpy. When we asked for a non-alcoholic cocktail, one server suggested we just drink water.

its a fun experience its super cool how it has free food/3 pools and hot tubs but the people thats there is meh because i had a whole panic attack when they stole my phone and found it broken after and the buffet people afe not asking for my drinks so yeah but this person i don't remember his name but hes a real one. he is a worker at the buffet and he is very friendly and me and him when we see each other we do fists! its awsome hes cool. the view i have is pretty but had lots of bad things happend also like when the life gard acused me being a adult in the kids section but im 11.. so this place is meh.

Nope. Terrible hotel would never recommend. We did not get the value for what was spent expected. Very poorly run hotel. Our room was dirty, the desk where the room service was placed day 1 was never cleaned again thru the entire stay. Floor not well swept, never enough towels, shower low pressure and Luke warm water. Food was not good, buffets not clean. Getting a reservation for a decent time almost impossible, ours ended up being at 10 pm both nights and kitchen closes at 1030 so that was tricky. It's very crowded and staff seemed overwhelmed but undertrained. Grounds were ok but no real beach lounging bc it's a small amount of space between hotel and beach. Pools overcrowded and hard to get clean towels. Consistently got dirty plates and glasses. The fact that this place gets 5 star ratings makes me suspicious. Don't think that bc it's a Hilton it's a safe good choices. Hilton is good at marketing but not delivering.