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Reviews of Hampton Inn by Hilton Cancun Cumbres

3.5 out of 5
Hampton Inn by Hilton Cancun Cumbres
Blvd Luis Donaldo Colosio Mza, Cancun, QROO

Reviews

8.6

Excellent

Rating 10 - Excellent. 403 out of 800 reviews" "
Rating 8 - Good. 245 out of 800 reviews" "
Rating 6 - Okay. 94 out of 800 reviews" "
Rating 4 - Poor. 32 out of 800 reviews" "
Rating 2 - Terrible. 26 out of 800 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.2/10

Amenities

8.6/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

10/10 Excellent

John

Liked: Property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Daniela on 2 May 2024
Gracias por tomarse un momento para compartir su experiencia con nosotros. Nos alegra saber que encontró el hotel a su gusto. Esperamos darle la bienvenida de nuevo en el futuro. Nuestro objetivo es hacer que su estancia sea mejor y más brillante.

8/10 Good

Alicia

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Great property for a short term stay. The staff was amazing. Only thing I didn’t like was the breakfast offered it was subpar.
Stayed 6 nights in Mar 2024
Response from Daniela on 29 Apr 2024
Thank you for taking a moment to share your experience. I am happy to hear you found the hotel to your liking. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter. If something is not just the way you like it, simply let any Team Member know, and we will make it right. Guaranteed.

8/10 Good

VILMA

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Daniela on 29 Apr 2024
Gracias por tomarse un momento para compartir su experiencia con nosotros. Nos alegra saber que encontró el hotel a su gusto. Esperamos darle la bienvenida de nuevo en el futuro. Nuestro objetivo es hacer que su estancia sea mejor y más brillante.

6/10 Okay

Katie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Bed was too soft so didn’t sleep much. We reserved a room with two double beds but received a room with one double bed. Very uncomfortable to share a double bed. Another reason we didn’t sleep much. Otherwise, nice area with several choices of restaurants & shopping within walking distance.
Stayed 1 night in Apr 2024
Response from Daniela on 29 Apr 2024
Thank you for the feedback about your stay at our hotel. We are very sorry your experience did not offer you the quality of service you deserve. We strive to give exceptional service every day, for every guest. We hope you will consider staying with us again in the future. Our goal is to make your stay better and brighter.

6/10 Okay

Juan Carlos

Stayed 1 night in Mar 2024
Response from Daniela Elias on 29 Apr 2024
Thank you for taking a moment to share your experience. I am happy to hear you found the hotel to your liking. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter. If something is not just the way you like it, simply let any Team Member know, and we will make it right. Guaranteed.

2/10 Terrible

ALFONSO

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It used to be a great option for the value of the night but this time it was clear they have not invested a penny in this location for years. First, I had to change the room because the AC in my first room did not work, the second room had torn sheets and there was an old toothbrush under de sink which made it clear that the cleaning was very poor. I was so disgusted I had to buy a pair of flip flops to walk around the room and shower. The complementary breakfast was worse than the room, even the water was worm that made me suspect it was water from the faucet and not drinkable water or at least they did not invest a few dollars to have a decent dispenser, you can imagine the juices… If that was not enough the Gym had no towels for the sweat or wipes to clean the equipment, discussing. Last, one of the 2 elevators did not work half of my 4 day stay so several times I had to wait 8 plus minutes to be able to go up or down.
Response from Daniela on 29 Apr 2024
Thank you for the feedback about your stay at our hotel. We are very sorry your experience did not offer you the quality of service you deserve. We strive to give exceptional service every day, for every guest. We hope you will consider staying with us again in the future. Our goal is to make your stay better and brighter.

10/10 Excellent

Gangalal

Liked: Cleanliness, staff & service, property conditions & facilities
Good service
Stayed 4 nights in Mar 2024
Response from Daniela on 29 Apr 2024
Gracias por tomarse un momento para compartir su experiencia con nosotros. Nos alegra saber que encontró el hotel a su gusto. Esperamos darle la bienvenida de nuevo en el futuro. Nuestro objetivo es hacer que su estancia sea mejor y más brillante.

4/10 Poor

Ali Salmanali

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 6 nights in Feb 2024
Response from Daniela on 29 Apr 2024
Thank you for the feedback about your stay at our hotel. We are very sorry your experience did not offer you the quality of service you deserve. We strive to give exceptional service every day, for every guest. We hope you will consider staying with us again in the future. Our goal is to make your stay better and brighter

10/10 Excellent

don

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is our regular hotel for our twice monthly trips to Cancun.
Stayed 1 night in Feb 2024

8/10 Good

william

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Need a earlier airport shuttle bus
Stayed 1 night in Jan 2024

6/10 Okay

Doug

Super bowl day the bar only had a couple beers no other drinks were served.
Stayed 1 night in Feb 2024

10/10 Excellent

adolfo

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024

10/10 Excellent

Jane

Stayed 1 night in Feb 2024
Response from Daniela on 29 Apr 2024
Gracias por tomarse un momento para compartir su experiencia con nosotros. Nos alegra saber que encontró el hotel a su gusto. Esperamos darle la bienvenida de nuevo en el futuro. Nuestro objetivo es hacer que su estancia sea mejor y más brillante.

10/10 Excellent

Lynnette

Liked: Cleanliness, amenities, property conditions & facilities
Staff at front desk were very friendly and helpful. Quiet and comfortable rooms. So many stores and places to eat. Love the free shuttle to the airport.
Stayed 2 nights in Jan 2024
Response from adrian on 25 Jan 2024
thanks for your comments

10/10 Excellent

Nathaly

Liked: Cleanliness, staff & service, property conditions & facilities
Perfect
Stayed 1 night in Jan 2024
Response from adrian on 25 Jan 2024
We expect you soon!

8/10 Good

jascinta

Liked: Cleanliness, staff & service, property conditions & facilities
Decent
Stayed 1 night in Jan 2024
Response from adrian on 25 Jan 2024
We expect you soon!

2/10 Terrible

Luis

Travelled with partner
The Hotel is in a nice location. I give one star because my wife and me stayed 2 nights, the secon day we went to shopping and we comeback in the afternoon, went to dinner and comeback @ 10pm to pack our luggage, and my wife notice that her sun glasses desappeared. We call front desk and they tell me that they will call me back in few minutes, they never did. Next morning we ask again like 4 times andthe guy at front desk tell me the same "we working on it, give us a few minutes". In a few words if you decide to stay at this hotel please put everything in the safe box. I personally will never stay at this hotel
Stayed 2 nights in Jan 2024
Response from adrian on 25 Jan 2024
Good afternoon We are very sorry for the inconvenience you had during your stay we are working on it

10/10 Excellent

gabriel

Stayed 1 night in Jan 2024
Response from adrian on 25 Jan 2024
We expect you soon!

6/10 Okay

Maria

Travelled with family
Disliked: Staff & service
The hotel itself is decent and conveniently located near the airport with complimentary transportation. However, the customer service from the front desk staff really diminished the experience. When I called ahead to confirm they had pool towels available to take on a tour, the person on the phone was very polite and said it wouldn't be a problem. But when I arrived and spoke to the front desk staff in person, they curtly informed me pool towels were not allowed off property and treated me quite rudely. I noticed other guests receiving similar unaccommodating treatment. While the hotel facilities are satisfactory, the poor attitude from the reception staff really impacts the overall experience in a negative way. I would hesitate to recommend this hotel to others due to the inconsistent and disrespectful service at check-in and throughout the stay. The hotel management should address this issue with customer service training to improve guests' experiences.
Stayed 1 night in Jan 2024

10/10 Excellent

yeonjung

Stayed 1 night in Jan 2024
Response from adrian on 25 Jan 2024
thanks for your comments see us soon

10/10 Excellent

Mila

Travelled with family
Stayed 4 nights in Dec 2023

6/10 Okay

Deepika

Travelled with partner
Stayed 4 nights in Dec 2023

10/10 Excellent

Vicky

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2023

8/10 Good

Maria

Travelled with family
Liked: Cleanliness, staff & service
Cuartos pequeños. Camas semidobles. Baño percudido. Staff amable. Buen desyuno. Facil acceso.
Stayed 1 night in Jan 2024

6/10 Okay

Martha, Monroe

Travelled with family and small children
Check in personal was not friendly. Just a blank face. Did not give me all the information they giving to other guests. The breakfast was ok. Am not sure if they were low staffed because plates kept running out as well as the selection of food. One of the staff working in the breakfast area was rude when I simply asked if there were any bowls available.
Stayed 1 night in Dec 2023

4/10 Poor

Makida

Stayed 5 nights in Dec 2023

6/10 Okay

Vaishnavi

Stayed 1 night in Dec 2023
Response from adrian on 25 Jan 2024
We expect you soon!

8/10 Good

Sean

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023

6/10 Okay

Cathy

Travelled with group
Disliked: Property conditions & facilities
Stayed 1 night in Dec 2023

10/10 Excellent

Beiyun

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Dec 2023

4/10 Poor

Marcela

Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness
El cuarto que me dieron estaba abierto, afortunadamente no había nadie adentro. El pasillo del hotel estaba muy sucio.
Stayed 1 night in Dec 2023

10/10 Excellent

Steven, St. Clair Shores

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023

8/10 Good

Nadyne

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is my second time coming to this location and I would return. PROS: 1. Breakfast was always good too because you were offered Mexican and American options. 2. Easy check in / out 3. Pleasant front desk people 4. Quiet rooms /area 5. Multiple restaurants nearby 6. Close to the airport CONS: 1. The hotel offers to help qith excursions; however, the person took too long to get back at me, so I went with another company. 2. The bathroom tiles can use a bit of bleach and scrubbing, especially, the grout areas. 3. Small rooms /bathroom
Stayed 4 nights in Nov 2023
Response from adrian on 1 Dec 2023
we appreciate your comments and we hope you soon

10/10 Excellent

Francoise

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Nov 2023
Response from adrian on 1 Dec 2023
gracias por su visita

4/10 Poor

Raquel

Travelled with family
Disliked: Staff & service
The staff was extremely unhelpful when we arrived. We arrived at 3pm after a full day of traveling. No one greeted us. After about 5 minutes a guy made eye contact and said just a few minutes. 30 minutes later I said: "When are we going to be able to check in???" I didn't understand his answer, so I said: can we leave our luggage with you we are starving. There were 4 of us with an 8 year old child. When we returned 2 hours later we could check in. I asked for a roll away bed they said no. Never an apology for the wait. And we received drinks free at a restaurant across the street IF you ate there. Really? You should have given us free drinks in the hotel! Terrible customer service. The front desk staff needed training on proper greeting and communicating why we needed to wait so long. The location was lovely. The pool is small and near a busy road. Breakfast was good.
Response from adrian on 1 Dec 2023
we appreciate your comments already being reviewed with the corresponding areas , we regret the drawbacks

10/10 Excellent

Joy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Nov 2023
Response from adrian on 1 Dec 2023
gracias por su visita lo esperamos pronto

8/10 Good

Rosanna

Stayed 1 night in Nov 2023
Response from adrian on 1 Dec 2023
gracias por sus comentarios los esperamos pronto

10/10 Excellent

Joy

Liked: Cleanliness, staff & service
good
Stayed 1 night in Nov 2023
Response from adrian on 1 Dec 2023
gracias por su visita lo esperamos pronto

2/10 Terrible

Johan

Stayed 1 night in Nov 2023
Response from adrian on 1 Dec 2023
gracias por su comentario

4/10 Poor

marlon

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location, regular hotel
Muy malo. Lo único bueno es la ubicación.
Stayed 1 night in Oct 2023
Response from adrian on 1 Dec 2023
gracias por su visita lo esperamos pronto

10/10 Excellent

Josh

Liked: Property conditions & facilities
Nice close to many things
Stayed 1 night in Oct 2023
Response from adrian on 1 Dec 2023
gracias por su visita lo esperamos pronto

6/10 Okay

Adrian

Liked: Cleanliness, staff & service
Stayed 1 night in Oct 2023
Response from adrian on 1 Dec 2023
gracias por su visita lo esperamos pronto

10/10 Excellent

Joyce

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean
Stayed 1 night in Oct 2023
Response from adrian calderillo on 12 Oct 2023
thanks for you visit

10/10 Excellent

Elsa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from adrian calderillo on 3 Oct 2023
gracias por su visita

2/10 Terrible

Laura

Disliked: Cleanliness
Stayed 1 night in Sep 2023
Response from adrian calderillo on 27 Sept 2023
gracias por su calificacion

10/10 Excellent

Divina

Excelente atención y servicio, me encanto este hotel sin dudas volvería
Stayed 7 nights in Sep 2023
Response from adrian calderillo on 27 Sept 2023
gracias por su preferencia

2/10 Terrible

Edna

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
No towels and telling me “I will try to get you one” ? “excuse me I said, I need to take a shower before I go to sleep “
Stayed 1 night in Sep 2023
Response from adrian calderillo on 27 Sept 2023
we check this situation thanks for your coments

10/10 Excellent

Yvonne

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Sep 2023
Response from adrian calderillo on 27 Sept 2023
gracias por sus comentarios

6/10 Okay

Desiree Goveo

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Even though my reservation was paid online they made me paid there as well since for them the reservation appeared as canceled. After almost a day, it was a mistake between the reservation platforms and the hotels and they refund me the money but it was an awful experience. In addition, we needed to use the shuttle to the airport and it was full, there was not another option for guests to have as transportation.
Stayed 2 nights in Sep 2023
Response from adrian calderillo on 11 Sept 2023
lamentamos los inconvenientes lo estamos verificando saludos

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from adrian calderillo on 23 Aug 2023
gracias por su visita