⭐ 1 Star – Extremely Disappointed. This Is Not the Hilton Standard.
We traveled to Hilton Riviera Maya Tulum for a destination wedding and were shocked by how disappointing this resort was. As frequent travelers, we expected the quality and service associated with the Hilton brand, but this property fell far below those expectations.
The most upsetting part of our stay involved my 84-year-old mother. Upon arrival, we requested a wheelchair due to her age and mobility needs and were told none were available. During our stay, she slipped and fell at the pool and was injured, requiring medical attention. Only after her fall did staff suddenly produce a wheelchair. We were then told they normally charge guests for wheelchair use, but “because of the circumstances” they would waive the fee. An elderly guest should never have to be injured before receiving basic assistance. The lack of compassion, preparedness, and concern was unacceptable.
The resort is not wheelchair or elderly friendly. There are no safe accommodations to help elderly or mobility-impaired guests get into the shuttle vans, making transportation difficult and unsafe.
The dining experience was another major disappointment. The food was mediocre, there was no nighttime buffet, and getting into the restaurants was nearly impossible because reservations were unavailable. Rather than offering a solution, staff repeatedly suggested room service. We didn’t travel to an all-inclusive resort to sit in our room and eat—we came to enjoy the restaurants, atmosphere, and amenities. To make matters worse, the buffet location changed without any notice, leaving guests wandering the property trying to find where meals were being served.
There was little to no evening entertainment, no nightclub, and very little to do after dinner. For an all-inclusive resort, the nightlife was virtually nonexistent.
The drinks were equally disappointing. The alcohol consistently tasted watered down.
Our room had multiple unacceptable issues. Our key cards repeatedly stopped working, and, most concerning, housekeeping left our room (Casa 2, Room 2326) unlocked on two separate occasions after cleaning. This is a serious safety and security issue that should never happen.
We immediately reported the incident to security. They assured us they would investigate, but no one ever followed up with us or even checked back to make sure nothing had been stolen from our room. The complete lack of follow-through was extremely concerning. After that, I no longer felt comfortable allowing housekeeping into our room. We kept the “Do Not Disturb” sign on and declined housekeeping for the remainder of our stay because we were afraid our room would be left unsecured again.
Housekeeping also left dirty sheets and pillowcases in our room, and the air conditioner was so loud that getting a restful night’s sleep was nearly impossible.
While the wedding itself was beautiful, the bartenders working the event were rude, unfriendly, and inattentive, which took away from what should have been a memorable celebration.
Overall, this resort does not reflect the Hilton brand. Between the lack of accessibility for elderly guests, poor customer service, disappointing food, limited dining options, nonexistent nightlife, watered-down drinks, housekeeping failures, serious security concerns, and management’s lack of accountability, this was one of the most disappointing resort experiences we’ve had.
I would not recommend this property, and I would not return.
