Motto by Hilton Tulum

K W2/5 · 2026-06

There were several issues that impacted the stay: The fridge contained leftover food from previous guests. The sink had an unpleasant smell throughout the stay. The hot water never became properly hot, only lukewarm even when turned to the maximum setting. Towels appeared worn and were not the crisp, clean white standard expected from a hotel. Rooms are very small. Reception staff were not particularly helpful. Communication was poor, emails contained multiple typos, and I was asked to provide information that I had already sent the previous day. Staff were unable to provide change for larger notes. No umbrellas were available for guest use. The overall service felt reactive rather than customer-focused. The location is not as convenient as other options in the area. The hotel does not appear to have partnerships with local tour operators, making it less helpful for travellers looking to organise activities. Housekeeping did not refill the shampoo dispenser after the second night. Given it was a large dispenser, it appeared it may have already been nearly empty before our arrival. We were provided with an incorrect Wi-Fi password on a printed information sheet. The positives: the lobby is modern and welcoming, the pool area is nice, the gym is surprisingly large, and the bed was clean and comfortable. While the facilities themselves are decent, there were too many basic service and housekeeping issues for me to confidently recommend this hotel.

Victoria Quinones5/5 · 2026-03

This hotel was above and beyond our expectations! The food was incredible - we recommend the smash burger! The service was 10/10 by our poolside bartender Marco! Very attentive & kind! The room was modern, clean and you could adjust the light using buttons located throughout your room ! The rooftop pool was beautiful and the cabanas were very comfortable. We are suckers for ambience lighting. Close to many stores, restaurants & fresh water parks. We truly enjoyed our stay thanks to the wonderful staff and lovely amenities.

Kennedy Scott5/5 · 2025-10

I absolutely loved this hotel. It was a last minute booking for me, and everything still went smoothly. If you looking for a resort style on a budget this is a great place. The views on the rooftop were absolutely beautiful, and the hotel is in a good location. My suggestion is this isn’t a new pace to share with friends just because it has a more intimate feel due to the see through shower. The gave us a complimentary drink once we arrived and there was plenty of space to park our rental!

Gemma Proctor4/5 · 2026-06

Me and my husband stayed here for 4 nights whilst in Tulum for a wedding. The hotel is really nice, the rooms are small yes but that's clear from the website so we knew what to expect. The black out blinds were a bonus. The only niggle was there wasnt many hooks to hang wet towels and I would have loved some bottles water provided. Loved the rooftop pool, most days it was pretty quiet but that was good. The food was really good, being vegetarian i was able to adapt the salad options otherwise choice was limited. Breakfast down stairs was also really good. The location of the hotel was really good for us and what we needed, plenty to do, safe and easy to walk around to shops/cafes/restaurants etc.

Fredeline Pierre1/5 · 2026-04

I thought the standards would be up to par with Hiltons name but it's way below. The Staff including the Manager is rude, aggressive, argumentative, and dishonest business people. I had multiple unsavory interactions with other some of the staff. They attempts to make up for the experience after i had a misunderstanding about free breakfast. I paid for my breakfast but my breakfast drink included a bug i said it discreetly a few times and was requested a replacement drink and their sever requested a tip it left a bad experience feeling. I get back from exploring the caves. I noticed they never gave me fresh sheets despite me requesting that first thing in the morning. So when i got back in the afternoon i requested it again and when I left for dinner and came back still no new sheets. Their resolution was a disconnect at food service and to bring cleaners to make the bed at 9pm and when it's should have happened earlier at 1300, 1700, the first two times i aked not when im actually trying to go to bed. Even when i first checked in i went to the roof top bar and up for my drinks the server ran out of paper in his payment system. I told him i paid he escorted me downstairs to front desk to make me pay again saying it didn't go through when it did. It was humiliating. I ended my stay early. Paid a completely different hotel because i couldn't stand this experience at this hilton location. This hotel absolutely refused to refund my stay. I contacted corporate and i didn't like their resolution either just half my money for a terrible experience that i basically had to run from to enjoy the rest of my time in mexico. I wouldn't recommend this place. And i'm reconsidering hilton as my preferred hotel carrier. There are better hotels in that area with the service being excellent. Don't just go based off the hilton brand alone like i did. Make sure you do your research part of staying in mexico you try to get the most bang for your buck get a nice hotel with food and drinks and spa and pool but if half the service is bad or inconsistent then it ruins a part of your trip. I wish you good luck and safe travels.

Anna Schmidt4/5 · 2026-03

Das Hotel hat einen ordentlichen Standard. Leider sind die Zimmer sehr klein, Handtücher werden jeden 2. Tag gewechselt und man kann das Fenster nicht öffnen. Man zahlt ca 15€ pro Kopf pro Tag on top für ein „bonusprogramm“, das etwas fragwürdig ist. Man erhält 1 Fahrrad am Tag (das andere muss man dazu buchen), 10€ mindestumsatz in der poolbar (wenn man diese nicht einlöst, verfallen sie) und 10% in dem MIA Beachclub (welcher einer der teuersten in Tulum ist). Der Service ist etwas chaotisch, jedoch sehr bemüht. Das Frühstück erfolgt a la carte und ist übersichtlich. Lage, ca 20 min Richtung Stadt (zu Fuß) - ca 20 min Richtung Strand (mit dem bike)