Canopy by Hilton Cancun La Isla

This hotel LITERALLY saved my vacation. I had a horrible experience at a previous one and my partner and I booked this one as an emergency because the first hotel didn’t have hot water. When we arrived we immediately noticed the difference in the hospitality and AMAZING service given by the staff. Dafne and Johnathan (Johnny) helped calm our nerves and put smiles on our faces. We could’ve literally cried. From helping us to our rooms, celebrating my partner’s birthday by giving us a celebratory cheesecake, clean rooms with all the hot water and towels we needed- I couldn’t have asked for a better experience. Thank you to the Hilton staff that saved our trip. We are forever grateful for the amazing experience.

Great location in the middle of the hotel zone. The staff is warm, welcoming and attentive with no pressure to purchase snacks or drinks. We appreciated the cold filtered drinking water available on every floor and refreshing agua fresca provided in the afternoon heat. The rooftop pool terrace is simply stunning - a perfect spot for relaxation and enjoying beautiful views. While the carpets may be a bit frayed in sections, the overall atmosphere of the hotel feels safe, clean and comfy. A lovely outdoor shopping mall conveniently out the back doors of the hotel, where there are great restaurants and ice cream shops. It is a 10 min walk to the public beach Playa Marlin -be sure to borrow complimentary beach towels from the front desk. The shopping area provides an easy, scenic route towards the beach. We also noticed that several airline crews choose to stay here - quality hotel. Additionally, the airport transfer recommended by the hotel was reliable and cheaper than what we found online. Overall, this hotel exceeded our expectations. Highly recommend!

We stayed here in 2 separated occasions. The first stay on the third floor was great and the service was incredible. The location is great and we can get around easily. The only problem is that they share the parking garage with the mall and so we will need to walk quite a distance to get to the hotel (we later found out that they have valet parking service (no sign in front of the hotel). The room was nice and clean. The second stay was two days later and we were placed on the 4th floor. To our surprise, we saw cleaning carts left on the hallway (we checked in at 5:30PM, so it’s not early). Even worse when we got into our room. The toilet bowl had visible urine drop mark on it as well as stool (aka poop). They put hand soap instead of body wash in the bathroom. The sink had hair on it. Plus, my sister stepped on a piece of clipped toe nail on the floor. We called the front desk asking them to come clean the mess and two hours later, nobody showed up. We went out to eat dinner and I stopped by the front desk to complain again. When we came back, the toilet was cleaned but the sink was not. Also, the cleaning cart was left right in front of our room almost blocking our door! I decided to call the front desk to place a formal complain and the staff pass my call to the manager who apologized and offer discount for dinner tomorrow. Since we are leaving in the morning, I told him I could take the offer for brunch or rooftop bar which he agreed. I asked him to first send someone to give us the body wash and take the cleaning cart away and he said he would call me back about the discount. Nope, he didn’t call and we have never got any discount for anything. For a hotel with Hilton name attached to it, it’s a disappointment and I would rate them lower if we didn’t have a good experience on the first stay. Shame.