We stayed at the Hilton Tulum All-Inclusive Resort and for most of the trip, it was a great experience. The resort is beautiful, the amenities are solid, and the staff—especially housekeeping and dining—were friendly and attentive. We were enjoying our time and had no major issues... until our final night.
Out of nowhere, we were informed that our reservation had been cancelled. Management claimed it was done by someone in our party, but the email used for the cancellation was one we’ve never seen before—and clearly not connected to any of us. It appeared to be a completely fake or newly created email used just to cancel our booking.
Even more frustrating was how it was handled. There was no clear explanation, no effort to fix the issue, and no meaningful solution offered other than being told we could eat at the buffet. This left us scrambling on our last night and ended our stay on a very sour note.
While the resort itself is lovely, this situation—and the lack of accountability or assistance—left us with a bad impression. It also raises concerns about reservation security at the property. I’d advise others to keep a close eye on their booking details and to double-check everything, especially near the end of their stay.
