We booked for a very good price and feel that we got more than we paid for. The pool and grounds were beautiful and well maintained. The lobby was also prettier in real life than in photos. Our room was clean and comfortable, nothing spectacular but on the good side of average. The beach was pretty but as previous reviewers mentioned, the beach was rocky, combined with the rough waves, I felt it was too dangerous to swim. 30 Yards down the beach, there was an area that looked a bit safer to swim between the Hilton and the next resort... but there was no lifeguard.

My complaints are few and minor:
1. There was always music playing at the pool that was too loud. it was especially a problem at night since our room overlooked the pool.
2. Since it was low season, many of the hotel services were closed like the spa and one of the restaurants.
3. The food was mediocre and a bit pricey. That is pretty typical for hotels in general.

With that said, overall we had a great stay and I would recommend it and would stay there again. Great value for the money.

We booked this hotel kind of last minute... It was a pleasant surprise when we arrived. The grounds are beautifully kept and the hotel pools were practically empty because people are afraid of the Swine flu. It's too bad because there are ZERO cases in Cancun and it's killed their economy.

We took the bus pretty much everywhere - for 15 whole pesos for both of us (roughly $1.20 US) we couldn't justify a taxi every time we wanted to go somewhere. We ate at this place called La Padilla and it was really great - food, service, atmosphere - everything. But you might want to take a taxi since the bus doesn't get you very close and if you don't speak Spanish, it might be hard to find. We did find a place the next day called the Tequila Grill in the Kulkulcan Mall that is by the same people, right on the bus route, much less crowded and equally great food. As for the hotel's restaurants, we only ate at the Kiosko (outside pool grill) and got room service. Both were good - the burger at the Kiosko was probably the best one we had in Mexico and was reasonably priced at about $11 US. We didn't want to do an all-inclusive hotel since we don't drink... and we spent less money finding our own meals than it would have cost to purchase an all-inclusive room anyway so it worked out.

As for activities, we did Chichen Itza as a day tour and Isla Mujeres on our own day tour. BUY ALL OF YOUR SOUVENIERS AT CHICHEN ITZA, NOT IN THE SHOPS OR RESTAURANTS. We found everything we had already purchased for 2 or 3x cheaper from the random vendors on blankets inside Chichen Itza. Learn from our mistake! You can take the ferry to Isla Mujeres for $6 per person round trip from UltraMar. You just need to take the bus that says PUERTO JUAREZ and you will be dropped off right in front. Give yourself an entire day - the beaches are more beautiful than any we've seen and you can walk literally a quarter mile out into the sea at the north end of the island. You can rent a golf cart and drive all over, but they have to be returned by 5 so get there early and make a day of it.

We really enjoyed our week in Cancun, and will probably be back someday.

The letter that I forwarded to the Manager at the Hilton Cancun.. giving him 4 days to contact me at the resort 2 doors down... never one word from him!

I would like to write to you in regard to our recent stay May 20-23 at your resort in Cancun Mexico.

Upon our arrival we were given an upgrade to a room with a balcony, which was very much appreciated! Thank you!

Once arriving to our room we started to look it over. Our first note was turning the TV on and noticed that there was a lot of static snow in the screen. So we called down to have someone come check it out. Next we noticed that there was one glass in the room, we needed two since there was two of us. Again, we called down to see if we could have another glass. Later we were told by the front desk that the reason there was only one glass, was that there was only one person noted on the reservation. I’ve never heard of anything so crazy… especially when we were being upgraded to this room. My question here would be.. did someone run up to the room to remove the other glass, knowing only one was needed? If this is the case (which I seriously doubt), then why was there still two coffee mugs in the room?

Next we went to open the door to exit the room, and one of the screws holding the deadbolt latch to the trim around the main door, fell out onto the floor and left the deadbolt dangling. Once again, another call to the front desk.

Another item noted was the rug under the coffee table.. apparently it had not been vacuumed in some time. Beside this was a long black hair that remained on the floor from the previous occupant , phone calls were made to the front desk.

I noted that there was a number to contact someone if we thought our experience was less than a 9 or 10. Right now I was being generous with giving the hotel a 4. I called the number and was informed that they would send someone up. They also noted that they would be willing to move us to another room. Another inconvenience, and we hadn’t even been at the hotel for 2 hours (probably closer to one hour).

We waited in the room for someone to come and look at the issues we noted. I would say we waited almost an hour, no one came, so we went to enjoy some of our time at the pool since we had been traveling since 4:15AM EST. (for the cleaning issues.. the maintenance items were addressed immediately).

Later that evening we were moved to another room. Again, it was not what I would expect a 5 star hotel to be. The carpet had been removed from the coffee table area, possibly for it too was not as clean as it should be?

The floor also, had a lot of areas that with a little bit of scrubbing could have been cleaned. It was not worth complaining again. It was apparent to us that housekeeping needed some updated training.

At the new room, we noted upon our arrival that there were 2 regular juice glasses and another glass with a straw placed outside a door just down from our room. These same glasses remained there for the duration of our stay and as we checked out. It was our observation that the hall floors had also not been swept during our stay.

One area that we would like to give high praise to is the Spices Restaurant. The service
and selection at breakfast was EXCELLENT.

I hope that you take these comments as ways to improve your processes at your resort. I have been a Hilton Honors member for several years and hold the standards high for the Hilton Family, as I am sure you do.

Thank you for your time. ..."Very Respectfully,

Sorry, I forgot to note in my initial email to the manager.. and Hilton Honors.. the stains on the supposedly cleaned pillow.... however forwarded a note reflecting that.. along with a picture.

Their response.. was pretty much.. thanks for the email and letting us know your stay sucked and our hotel was dirty..

Would NOT recommend staying here...

This hotel is great. I stayed in an Oceanfront Villa for five days and loved everything about the hotel. The decor was just ok in the room, but the view from this room...priceless. During our stay, the Villas Lounge was closed so tickets were given for Contenental Breakfast, which translated to a buffett. The evening Happy Hour was in the main lobby bar. The tickets were good for well drinks of any kind, beer or other non-alcholic beverages from 5pm until 7pm. They did bring you a plate of food to nibble on while you drank. The service was fantastic. Eugenia, the Concierge Manager was the best. Of course, went to walmart to buy liquor and an ice chest to use while laying on the beach, which didn't upset the servers. I wouldn't recommend the pizza it wasn't very good. They do have a couple of resturants onsite which are closed due to lack of travelers. So call before thinking about eating at them.