"Our group booked four rooms at Hilton Tulum Riviera Maya to celebrate three birthdays, but the trip was overshadowed by constant room access issues and poor customer service.
On our first day, 3 of our 4 rooms had problems with the bracelet key system. Room 4101 was the worst—we were unable to reliably access it for almost our entire stay. Every day we visited Guest Services, who claimed the issue was fixed, yet we still needed staff to manually open the door, often waiting 20+ minutes outside our room.
On the second night, guests in Casa 4 Room 326 became trapped inside their room for over 30 minutes due to a faulty lock, causing us to miss part of our 9:30 p.m. dinner reservation. Staff initially refused to accommodate us, and although a manager eventually helped, promises of further accommodations were never honored. We were later moved to another room, only to have the bracelet for that room fail as well.
Communication throughout the resort was inconsistent. We received four different answers regarding hookah service hours. On our final morning, after being told it opened at 9 a.m., we were delayed again and experienced staff laughing while we sought assistance.
To make matters worse, on departure day Room 4101 still would not open. It took over 30 minutes and multiple employees to gain access, nearly causing us to miss our airport transfer.
The resort is beautiful, but the repeated lock failures, lack of follow-through, poor communication/service ruined the stay."
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