Ratings based on 2,108 Verified Reviews
4.6 Room cleanliness
4.4 Service & staff
4.8 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler from Rockland
Posted 2 Jan 2025
liked the beach and pool...no towels
Comment from Hotel Management
2 Jan 2025 by Arturo T, Hotel Management
Dear Judith,Thank you for your wonderful feedback! We're thrilled to hear that you enjoyed the beach and pool areas during your stay. We apologize for the inconvenience regarding the towels, and we appreciate you bringing this to our attention. We'll make sure to address this issue to ensure it doesn't happen again.We hope to welcome you back soon for another great experience!Best regards,
by A verified traveler
Posted 2 Jan 2025
Staff are very friendly, the environment is quiet and comfortable, very relax and want to be there next time
Comment from Hotel Management
2 Jan 2025 by Arturo T, Hotel Management
Dear Dongsheng,Thank you for sharing such a wonderful review of your recent stay at Hilton Cancun Mar Caribe All-Inclusive Resort! We are thrilled to hear that our team’s friendliness and the tranquil, comfortable environment made your visit truly relaxing.Your kind words motivate us to continue providing exceptional service, and we would be delighted to welcome you back for another memorable stay.Warm regards,
by A verified traveler
Posted 2 Jan 2025
I recently stayed at the Hilton MarCaribe Cancun during the Christmas holidays, and it was overall a wonderful experience with a few notable areas for improvement.
The hotel itself is beautifully modern, with a sleek and stylish design that made it feel fresh and luxurious. The rooms were comfortable, and having a balcony was a fantastic touch, offering a nice view and a place to relax in the evenings.
The staff were warm, polite, and always eager to assist.
However, being during the peak Christmas season, the hotel was fully booked, which led to some frustrating moments. The wait times at the restaurants were quite long, often an hour or more, and there were several occasions when we couldn't even get a table. This was disappointing, especially since we couldn’t eat when we wanted to. Similarly, the kids' club had a waitlist, and it became difficult to get my child enrolled as they would call us an hour later when an opening became available.
On a more positive note, the gym and spa were incredible. The spa was a standout feature, and I highly recommend making use of their services—it was a true highlight of my stay.
The entertainment was enjoyable, but it seemed to attract mostly children, and as a result, the adult participation was minimal, which made the activities less engaging for adults. I wish more adults participated.
Comment from Hotel Management
2 Jan 2025 by Arturo T, Hotel Management
Dear Katrina,Thank you for choosing Hilton Mar Caribe Cancun all-inclusive resort for your Christmas holiday and for taking the time to share your experience. We are delighted to hear that you enjoyed the modern design of our property, the comfort of your room, and the warm hospitality of our team. It’s great to know that you found the balcony a relaxing space and appreciated the exceptional services at our spa and gym.We sincerely apologize for the inconveniences you experienced during your stay. The holiday season is indeed one of our busiest times, and we understand how frustrating the wait times at our restaurants and kids' club must have been. Please rest assured that your feedback has been shared with our team as we continuously work to enhance our guests' experiences, especially during peak periods.We appreciate your comment about the entertainment programs and will consider ways to encourage more adult participation to make these activities enjoyable for everyone.Thank you once again for your constructive feedback and kind words. We hope to have the opportunity to welcome you back in the future and provide an even better experience.Warm regards,
by A verified traveler
Posted 1 Jan 2025
Comment from Hotel Management
1 Jan 2025 by Arturo T, Hotel Management
Dear Elaf,Thank you for your perfect 5 out of 5 rating! We are delighted to hear that you had an excellent experience at the Hilton Cancun Mar Caribe All-Inclusive Resort.We look forward to welcoming you back for another memorable stay in the future!Best regards,
by A verified traveler
Posted 1 Jan 2025
We enjoyed our family vacation at Hilton Mar Caribe resort. Restaurants are overall great. Staff are friendly.
Comment from Hotel Management
1 Jan 2025 by Arturo T, Hotel Management
Dear Iris,Thank you for your wonderful review and for giving us a perfect 5 out of 5! We are thrilled to hear that you and your family enjoyed your vacation at the Hilton Cancun Mar Caribe All-Inclusive Resort.It’s great to know that you were pleased with our restaurants and the friendliness of our staff. We look forward to welcoming you and your family back for another fantastic stay!Best regards,
by A verified traveler
Posted 1 Jan 2025
enjoyed my stay
Comment from Hotel Management
1 Jan 2025 by Arturo T, Hotel Management
Dear John,Thank you for your feedback and for rating your stay 4 out of 5. We are glad to hear that you enjoyed your time at the Hilton Cancun Mar Caribe All-Inclusive Resort.If there’s anything we can do to make your next visit even better, please don’t hesitate to let us know. We look forward to welcoming you back in the future.Best regards,
by A verified traveler
Posted 1 Jan 2025
This was by far the worst experience I have ever had at any all inclusive in Cancun.
We upgraded to Enclave to have a seamless experience, this was not the case.
First off the reservation lines. We had to line up before 9:00 am to make reservations for dinner at one of the restaurants. But you can only reserve two days in advance. So you have to continuously go back and reserve for dinner. This was a huge inconvenience. The restaurants were booked up to capacity every night we were there.
Second, the lines for the buffet. Every morning, lunch and evening there was a huge line for the buffet. So no quick meals. Always a line. Selection at the buffet was very poor for a hotel charging the prices that this Hilton was. They were running out of food. It was utter chaos. Lines for omelettes. Lines for fresh fruit.
Raw hamburgers and disgusting hot dogs were being served at the Sea-salt bar which was connected to the swim up bar. The whole scene at the sea-salt bar was disgusting, The cook station was covered in grease. It was just overwhelmed completely.
Servers were hard to find, sitting around at the beach or at the pool, you might see a server once every four or so hours, understaffed.
They did have a coffee/ice cream bar. Always a line and the ice cream often ran out.
And lastly the room. We had the hardest time getting our room cleaned, another indicator of how understaffed this resort was.
I would write more but I only have 1500 letters. Spend your money elsewhere.
Comment from Hotel Management
1 Jan 2025 by Arturo T, Hotel Management
Dear Shaun Alexander,Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience at the Hilton Cancun Mar Caribe All-Inclusive Resort did not meet your expectations. We deeply regret the inconvenience you encountered with reservations, long lines, food quality, and the cleanliness of your room.Please know that your comments have been shared with our team for review. We understand the frustration you experienced, especially with the understaffing issues and the service delays. We are committed to making improvements in these areas to enhance the overall guest experience.We sincerely apologize for the challenges you faced during your stay, and we hope that you will consider giving us another opportunity in the future to provide you with the quality of service that we strive to offer.Best regards,
by A verified traveler
Posted 1 Jan 2025
Comment from Hotel Management
1 Jan 2025 by Arturo T, Hotel Management
Dear Silviya Z,Thank you for your feedback and for rating your stay 4 out of 5. We are glad to know you had a positive experience, and we appreciate your valuable comments.If there’s anything we can do to make your next stay even better, please don’t hesitate to let us know. We look forward to welcoming you back to the Hilton Cancun Mar Caribe All-Inclusive Resort in the future.Best regards,
by A verified traveler
Posted 31 Dec 2024
Comment from Hotel Management
1 Jan 2025 by Arturo T, Hotel Management
Dear Nagaraj,Thank you for taking the time to share your feedback and for rating your stay 3 out of 5. We appreciate your input, and we are sorry to hear that your experience was not fully satisfactory.If there are any specific areas where we can improve, we would be grateful for further details. Your comments help us enhance our services, and we hope to have the opportunity to welcome you back for an improved experience.Best regards,
by A verified traveler
Posted 31 Dec 2024
Comment from Hotel Management
1 Jan 2025 by Arturo T, Hotel Management
Dear Bimal,Thank you for sharing your feedback. We are truly sorry to hear that your experience did not meet your expectations. Your comments are important to us, and we would appreciate the opportunity to learn more about your stay. Please feel free to reach out directly so that we can address any concerns and work towards improving our services.We hope to have the opportunity to welcome you back and provide you with a much better experience in the future.Best regards,
