While an excellent location this property that we have visited multiple times is deteriorating and suffering from an obvious lack of investment in maintenance, updating, staff, and services that resulted in changing from an overall good to excellent experience in the past to one of great disappointment and way too many excuses. As we were checking out of Walmart the woman I had been trying to reach all day finally called and said that they would give us breakfast in the morning before we went home (WOW) All of that and only housekeeping staff said that they were sorry for all we had been through. I went down and was told that the new room wasn’t ready (more tears) after standing there 20 more minutes there was finally a new room key. Finally at about 4:00 I got a call from the desk and was told to come get the new key. So I took her bosses card and went back to the icebox room to try to call the card I had just gotten. After two hours I went down to the desk and a front mgr came out and stood beside the clerk and told me that there was no other rooms available to which the clerk said there’s one here and pointed to the screen and the manager said no and she said yes and the manager gave her a dirty look and said no. He said he would make sure we got another room. When I called down to the desk I was told that maintenance would have to confirm what I said. Hilton Tulum Riviera Maya All-Inclusive Resort.

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