I stayed at the Hilton this week (6-9 th June) having booked on the basis of the profile and great experience in the Hilton Tulum I seemed a great option.
I booked a suite, upon arrival there was only 1 member of staff (11pm) and I was asked to find / make my own way to the room. In a vast building that was not a great start.
The room, a suite was dreadful. Located in the lighthouse building on floor 5. It was pitch black, no natural light, balcony was covered in moss and sludge with waste water running on to it. Despite asking to be moved I was offered a same suite or downgraded to standard room. Ironically the standard room was far nice with a great view towards the bay. However, Hilton refused to credit me for downgrading from a suite to standard.
Good in general is also very, very basic. Rude staff in the restaurant who told me to leave for wearing flip flops (despite guests walking round in sandals - clearly no sense in the rules). Food standard was also dreadful. For a 5 star property it was more like a basic buffet or harvester in the uk.
The property is not 5 star, it’s very old and dated. Lovely swimming pool area and views from the pool side I would say. However, if you’re expecting 5 star it is more 3 plus.
Beware if booking and seeking luxury, it is not luxury at all. Also prepare for pretty bang ordinary service. Shame as this really had influenced my decision not to use Hilton again.