Canopy By Hilton Cancun La Isla

Hotels
•
Canopy by Hilton
9.2 (534 reviews)
Boulevard Kukulcan S N Km. 12.5, , Cancún , mx

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Free
Children allowed
Pets allowed

Facilities

Offsite parking discounted rates available
Electric bicycle charging station
Fitness facilities (surcharge)
Non-smoking rooms
Air conditioning
Swimming pool
Restaurant
Room service
Terrace
Pets allowed
See all facilities

Review Highlights

Pros:
Friendly staff
Great location
Excellent food
Cons:
Service speed could vary
Pricing noted in mixed reviews

Categories

Cleanliness
9.19
The hotel was clean and well-maintained, as indicated by several positive reviews.
Service
9.66
Staff was friendly and attentive, particularly mentioned were Abraham and Lidia for their exceptional service.
Location
9.2
Great location near the mall and beach, highlighted positively in multiple reviews.
Room Quality
9.15
Rooms were described as clean and spacious, which is standard for this hotel tier.
Amenities
9.18
The presence of a spa and various amenities received positive mentions.
Value for Money
8.64
General feedback suggests good value, but one mention of pricing could indicate room for improvement.
Food and Beverage
9.19
Dining experiences were praised for their quality and variety.
Overall Experience
9.36
Guests reported having a wonderful stay, experiencing high satisfaction overall.
* This sentiment is summarized by AI based on user reviews.
Updated at: 2025-12-11 15:26

Property Description

Luxurious Accommodation
Located in Cancún, just 700 meters from Playa Marlin, Canopy By Hilton Cancun La Isla offers a 4-star experience with free bikes, an outdoor pool, and a fitness center. The rooms feature modern amenities including air conditioning, flat-screen TVs, and private bathrooms, ensuring a comfortable stay.

Culinary Delights
Indulge in a culinary journey at the hotel's restaurant, serving a delectable mix of American, Caribbean, and Mexican cuisine. With options for vegetarians, vegans, and those requiring gluten-free meals, there is something to satisfy every palate.

Relaxation and Convenience
Unwind at the on-site hot tub or stay productive at the business center. Whether you're looking to explore nearby attractions like El Rey Beach and La Isla Shopping Mall or simply enjoy the hotel's facilities, Canopy By Hilton Cancun La Isla offers the perfect blend of relaxation and convenience.

Book your stay at Canopy By Hilton Cancun La Isla for a memorable experience in Cancún!

Important information:

Please inform of your expected arrival time in advance. You can use the Special Requests box when booking, or contact the property directly using the contact details in your confirmation.
Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.

Check-in and check-out hours:
Check-out: 12:00 PM
Airport code: CUN

Property Policies

  • Parking

    Free private parking is possible on site (reservation is not needed).

  • Internet

    WiFi is available in all areas and is free of charge.

  • Pets

    Pets are allowed. Charges may be applicable.

  • Groups

    When booking more than 9 rooms, different policies and additional supplements may apply.

  • Children and extra bed policy

    Children ages 1 and older are allowed.
    Children from 1 year old to 2 years old stay for free when using an available cot.
    Children from 1 year old to 13 years old stay for free when using an existing bed.
    You haven't added any extra beds.
    Any type of extra bed or child's cot/crib is upon request and needs to be confirmed by management.

Location

Guest Reviews

9.2
Based on 534 reviews
Cleanliness: 9.19
Service: 9.66
Location: 9.2
Room Quality: 9.15
Amenities: 9.18
Value for Money: 8.64
Food and Beverage: 9.19
Overall Experience: 9.36
D
Dorota • extended_group • pl
8
2026-02-12 • via Nuitee
B
Beau • couple • us
7
Overall value isn’t there. Staff is great, room is nice, but overall impression needs work.
Pros:

Clean, comfy, nice breakfast.

Cons:

Hot tub was cold. No pool drinks before noon is a weird rule, especially if you prefer quiet pool hours before it gets crazy. And the drinks we did eventually order were very weak and not worth the price. Lastly, no self serve coffee/drink for the breakfast is a hassle. Had to ask for it.

2026-02-09 • via Nuitee
M
Marie • couple • gb
7
2026-01-28 • via Nuitee
A
Aarthi • couple • ca
9
Value for money
Pros:

It felt new, modern with excellent location

Cons:

While most of the staff were wonderful, our experience with the receptionist during check-in and on Day 2 was disappointing. After asking for bus routes, she was checking on her phone (we assume) but then immediately pivoted to another guest speaking Spanish without acknowledging us or asking us to wait. We felt ignored and undervalued as guests. We waited 3-4 min and left. During check-in, we gave her the benefit of doubt that she isn’t comfortable with English but realized she did speak good English, so there is definitely a bigger issue here.

2026-01-27 • via Nuitee
P
Peter Verhaeghe • couple • be
9
2026-01-21 • via Nuitee
E
Enrique • family_with_children • cl
6
No fue lo que esperaba
Pros:

Su ubicación al lado del mall la isla

Cons:

Nunca habían toallas en la habitación desde el primer día hasta el último día tuvimos que solicítalas

2026-01-19 • via Nuitee
T
Thomas • extended_group • gb
10
2026-01-19 • via Nuitee
R
RENE • family_with_children • mx
10
Agradable.
Pros:

Exelente atención y orientación del personal. Ael acceso a la plaza aunque el tema de estacionamiento de vehículos se me hizo complejo.

Cons:

El servicio de estacionamiento.

2026-01-19 • via Nuitee
R
Ronaldo • family_with_children • br
9
2026-01-11 • via Nuitee
A
Alphonse • couple • be
4
Insolite et prix surfait
Pros:

Grande chambre et grand lit

Cons:

Manque d équipement
Pas d eau fraîche ds la chambre ni robe de chambre pr piscine ni patins
Wc bouché !!
Qualité médiocres du buffet déjeuner

2026-01-10 • via Nuitee
A
Alphonse • couple • be
7
In peu décevant pour ce prix
Pros:

Machine à café dans la chambres sans café
Sachet de tea sans bouloir
Pas d eau à boire
Distribution de savon ne fonctionne pas

Cons:

Voir plus haut

2026-01-06 • via Nuitee
C
Claire • solo_traveller • gb
8
Decent facility, the staff service could be better
Pros:

Cleanliness

Cons:

Staff service wasn’t generally good. The servers at the restaurant were extremely slow and they looked like they didn’t want you there. The location is just inside of the beach so there isn’t really a way to get to the beach either unfortunately.

2026-01-05 • via Nuitee
M
Marianne • couple • dk
8
Virkelig dejligt hotel - Overvej placering.
Pros:

Dejligt stort værelse - rent og pænt. Meget venlig personale som er behjælpelig med alt. Især Charlie, en portner vil jeg tro. Han var fantastisk :-)
Stranden ligger ca. 10 min gang fra hotellet - en offentlig strand. Virkelig lækker. Kæmpe shopping center tæt på - men ellers er det ikke så meget at se/gå til. Der er ressorts så langt øjet rækker.

Cons:

Ikke noget at bemærke på hotellet. Men hvis man gerne vil opleve noget by udover mærkevarer shops, men caféer eller andet så skal man overveje placeringen.

2026-01-03 • via Nuitee
J
Juan • extended_group • co
7
Básico para el valor.
Pros:

El hotel cuenta con instalaciones muy bonitas.

Cons:

El cuarto tenía algunas cosas averiadas, la puerta del refrigerador estaba dañada, no había papel higiénico, no había cestas de basura ni en el cuarto ni en el baño, el body cream olía terrible como si no su hubiera cambiado en años. Adicionalmente, no me pareció bien que como huéspedes el 31 de diciembre no se nos informara sobre un evento de fin de año.

2026-01-02 • via Nuitee
8
820htl • Couples
2
Pool advertised but closed on stay date with no prior notice. No resolution offered.
Pros:

I booked this hotel on October 11, more than two months in advance, specifically because pool access was clearly advertised and is a key feature of this property. Coming to Cancun, enjoying the sun and pool was the main reason for choosing this hotel.

I received no prior notice that the pool would be closed. I was only informed after arrival that it was shut for a countdown party. Had I known in advance, I would not have booked this hotel.

The front desk offered no solution, no alternative, and no compensation, and only provided a manager’s email when questioned. During check-in, no basic facility information was proactively explained, including the pool closure, Wi-Fi access, or gym usage.

The welcome drink area also raised hygiene concerns, with used cups left unattended and insects present.

This was far below expectations for a branded hotel and significantly impacted the final night of my Cancun trip.

2026-01-01 • via Tripadvisor
M
Margarida • extended_group • pt
5
Lamentavel a atitude dos empregados que estragam a reputação do hotel por umas toalhas de praia. Eram
Pros:

Do pequeno almoco e do espaço dos quartos

Cons:

Fomos roubados pela equipa de limpeza mais uma vez.
Deixamos duas toalhas de praia no quarto sem qq duvida, 20
Min dps de termos deixado o hotel
Ligamos a pedir para guardarem e tinham desaparecido.
Outros amigos aconteceu-lhes o mesmo com um
Apple Watch .
MTO CUIDADO COM OS FUNCIONÁRIOS!!!
Quarto sujo com cabelos, pouco cuidado.
Valor elevado comparativamente com
O ano anterior mais que dobraram os valores.

2026-01-01 • via Nuitee
C
Carla • solo_traveller • us
8
Pros:

I enjoyed this hotel. It's in a great location. My only gripe was the pool area. It was difficult to get anyone to serve me. The bartender seemed miserable. Aside from this, I did really love the hotel and the staff at the front desk, the restaurant and breakfast buffet were warm and welcoming. It was just the pool area that I felt ignored.

Cons:

Pool/bar staff

2026-01-01 • via Nuitee
1
128tynesham • Family
2
Lidia Shined, But Hotel Service Fell Short
Pros:

My stay at Canopy by Hilton Cancun had one undeniable highlight: Lidia at the spa deserves 5 stars and all the praise! From the moment I arrived, her warm smile, genuine attentiveness, incredible intuition, balanced communication, and care put me at ease. She tailored my treatment perfectly to my needs, blending expert massage techniques that melted away every bit of stress from my trip. She even anticipated what I needed before I asked, turning a simple spa visit into a truly restorative escape. The spa itself is intimate and comfortable, but Lidia elevated it to unforgettable. If you're staying here, book with her—you won't regret it! That said, the hotel service was a major letdown that overshadowed much of the experience. Upon arrival, I inquired about a requested upgrade made via the Hilton app. The person checking me in brushed past the request, my conclusion was he was ignoring it. First room had a non-working toilet; the second had a sour odor and urine smell. Room service fixes promised three hours earlier? Never completed. I contacted the front desk six times in the first two days (four via app, two in person). Even after speaking with Christian, the manager on duty, housekeeping issues and that lingering odor persisted, wrecking my sleep. Food service added to the frustration, though as a non-Spanish speaker, I struggled with basic communication to staff—often resulting in mix-ups like asking for lemon and getting lime (situations I don't hold against the hotel). Still, orders frequently missed key components; for example, I ordered Chilpachole de Mariscos (which should include crab, shrimp, morita chili, epazote, acuyo leaf, carrots, potatoes, steamed rice, lemons, onion, and cilantro) but received a bowl of tomato soup with just onions and cilantro. I often had to double-check the menu against what arrived. These basics shouldn't be this inconsistent. Lidia saved my vacation, but the hotel needs serious improvements on reliability. I won't return.

2025-12-31 • via Tripadvisor
P
priyat963 • Family
10
Spa excellent experience
Pros:

Just had an amazing massage with the lovely Lidia before my flight back home. She made me feel fully relaxed and the experience was comfortable.

2025-12-30 • via Tripadvisor
6
672gittac • Family
6
Good location, poor service at the front desk
Pros:

Hotel is OK and the food was good, but they made us wait two hours to check in. So we couldn’t check in until 5:00 PM. We got the runaround of “ your room will be ready in 30 minutes” over and over. No comp.

2025-12-29 • via Tripadvisor