We had a great time overall at the Hilton Cancun, an All-Inclusive Resort. The rooms and pools were beautiful. We upgraded to an ocean-view suite, and it was gorgeous, fully stocked with plenty of water (still and sparkling) and other drinks. The rooms were clean but had a slightly musty smell, which is very common in our Caribbean travels.
We spent our time at the south "calm" pool and rented a Bali bed each day (beds 7 and 8 were our favorites). They were comfortable, shaded, and came with a bottle of Moët and all-day service. The bar staff was great and the drinks were good, though they can be on the weaker side, so it's worth asking for a double. This pool is quieter because it doesn't have the kids' area, but it isn't adults-only, so expect some kids. It's just not as loud as the other side.
Regarding service, the poolside service from Pedro and Guillermo was unmatched. Honestly, it was some of the best service we’ve ever had in all of our travels. They were friendly, attentive, and genuinely went out of their way to make sure we had an amazing experience. Whether it was moving the umbrella so we always had shade, topping off our champagne, bringing us drinks before we even had to ask, or surprising us with something new to try, they thought of everything. They didn’t just serve us, they took care of us. By the end of the trip they felt like family, and they made a point of asking us to stop by the pool to say goodbye before we left. If you stay at the south pool, ask for Pedro and Guillermo. They are the reason we would come back.
The beach area is small, and in October the water near the shore looked almost brown. You could see the classic turquoise water further out, and it may look more like the photos at other times of year. This was much more of a pool vacation for us anyway.
Jesus at the experience desk was also very helpful. I didn't bring enough small bills for tips (bring smaller denominations, because we couldn't find anyone to break larger bills), and he went above and beyond to set up a room charge designated as tips. He also booked our Bali beds and gave great recommendations.
Julian handled our luggage and asked what we were celebrating. It was just some time away, but he said he'd send up a bottle of wine and a meat and cheese tray, and both showed up the next day. A very kind touch.
Shout-out as well to the coffee shop crew, especially Antonio. Great coffee and always attentive.
The food at the restaurants and buffet was average to below average. It was often lukewarm, and the quality and taste didn't match the photos. For an all-inclusive it was fine, but I was hoping for at least one meal that blew me away.
The exception was the food at the pool. The tacos (shrimp, beef, chorizo, chicken) and bacon-wrapped hot dogs were made fresh in front of us and were delicious. I would have eaten there every meal if I could.
Tip unrelated to the hotel: the airport is only 15–20 minutes away. If you book a shared transfer through a third party, ask about your return pickup time, because ours was over four hours before our flight.
