Canopy By Hilton Cancun La Isla

Bien placé et personnel tres aimable

Sólo estuvimos para dormir, desayunamos en la barra antes de salir de excursiones y en la cena algún día y todo muy bien. Adrián muy pendiente de que no nos faltase nada. Vistas maravillosas desde la terraza de la azotea del atardecer y muy agradable.

Lo peor con gran diferencia la persona que se dedica a ofrecer las excursiones con la que debido a lo temprano que salíamos todos los días no pudimos coincidir físicamente. Nos vendió dos excursiones, una de ellas a Holbox que incluía el almuerzo en un hotel de cinco estrellas. Cuando llegamos al lugar era un hotel de lo menos destacados de la isla, no había sitio suficiente para toda la gente de la excursión, y cuando pudimos entrar al comedor la comida era escasa, de calidad básica y sólo quedaban restos en los recipientes, ante lo cuál tuvimos que ir a comer a un restaurante cercano. Tras intentar contactar con la persona del hotel se desentendió por completo del tema y no nos dio ninguna solución ni en ese momento ni en días posteriores. Según nos dijo se llamaba Alejandro, pero la persona que realizó el cobro en nombre de TRAFICTOURS fue Jesús González. En cualquier caso, fue la empresa que nos aconsejó el hotel y que vende las excursiones en el hotel por lo que hacemos responsable al hotel de su mala gestión.

La Localisation La piscine roof top Le petit déjeuner très qualitatif La gentillesse du personnel La jolie chambre La Machine Nespresso

Il y a eu bcp de bruit à 3 heures du matin . Des travaux sur le toit ? Juste insupportable .

Na szczególne wyróżnienie zasługuje niezwykle miła i profesjonalna obsługa podczas śniadań. Dużym atutem hotelu jest również komfortowa strefa coworkingowa oraz basen na dachu, z którego można podziwiać przepiękne zachody słońca. To miejsce zdecydowanie sprzyja zarówno wypoczynkowi, jak i pracy.

Het zicht op de rooftop is heel mooi

Ontbijt was mager voor 28 usd

Me encantó

Tal vez más opciones en su bufet

The rooftop and the pool are absolutely stunning! The bedroom was really comfortable and the whole infrastructure of the place is new and functioning.

Having to ask for drinks during breakfast seems more like an excuse to justify the tips, but other than that the food was top notch

Beautiful new hotel not on the beach but close to La Isla doing area. Rooms are modern and comfortable and quiet, showers work well great water pressure, Nespresso coffee maker in room. Pool and bar on the roof top, food and drinks great. Breakfasts was included when booking but limited selections, omelettes made to order were good. Some of the other selections were cold, not worth it if you have to pay for it. Also good location for CDS dental patients.

This place was absolutely beautiful , my first time in a buisness hotel like this and my boy GORGE and Carlos was one of the best bartender and treated us so good. The comfortability of this hotel was amazing

Wow! I could’ve not asked for a better experience then I got here. They were fantastic. service here was exceptional. The environment they created in the rooftop bar was unbelievable. We even had a mariachi show up during the World Cup.. Jose Gregorio Canche was our host at the rooftop bar and gave us 5 hours of exceptional nonstop service. The breakfast buffet was top-of-the-line. Everything was excellent if you’re going to Cancun, you have to stay at this hotel.

We had a wonderful stay at Hilton Canopy! A special thank you to Feli for the outstanding service at breakfast. She was incredibly warm, attentive, and made every morning a pleasure. The coffee she prepared was honestly the best I’ve had anywhere. Thank you, Feli, for making our stay even more memorable!

We dine regularly at the Hilton Canopy and the food is always great. The best part though is the service .. Maggy is always smiling and takes great care of us. I recommend taking some time in your vacation and if you don’t stay at the Canopy (which is also fantastic) have a meal there.

Lydia gave outstanding service! One of the best and thorough full body massages I’ve had. 5 stars! She had 30 years experience!

The staff was very polite and helpful.

The AC was not very good. The bathroom were not very clean.

Everything was great! Everyone is super nice, super helpful, second time staying here and I definitely will be staying again!!

Excellent service , from morning to sun down!! The bestt nice, thoughtful and helpful employees! Karla in the kitchen was super nice to my daughter! Second time here and will definitely be coming again and again((:

Very friendly staff. Great breakfast!

Bit of humid smell in the hallway and loose carpet

Our food was good. Alfonso was very good Karla was exceptional. Great experience

Perfect massage amd very friendly. I loved it .

The location, the rooftop infinity pool and hot tub, the cleanliness and security of the hotel were great!!!! Room service is a little slow when we asked for refills on toiletries and extra plate. Other than that everyone was so kind and helped in any way possible. The highlight for me was the hotel’s tour desk and Jesus helped me with everything from answering a billion questions and finding the best rates for tours and activities to do around Cancun!

Great restaurant that we stopped into when staying at another resort nearby. Close to shopping and other attractions. The waiter was exceptionally helpful and gave us directions to places we wanted to go.

Feli was so helpfull and cute. I appreciate for her kindness. I hope to see her again.

We had a nice experience, this hotel is in the heart on La Isla Shopping Mall. All the hotel staff was very attentive, especially Adrian and d Carlos in Reception, Vanessa, Maggie and Karla in Azulinda

My fiancé and I stayed here for a week celebrating our engagement. I have never experienced such a friendly and attentive staff at a hotel! Every person remembered us and was so excited to see us every time we passed through the lobby or at the pool. One woman in particular was Feli. She worked at the rooftop bar and her service was incredible. She was so friendly and was there to offer more drinks just as we were finishing (they never went empty). We spent time chatting with her over multiple days and continuously said how wonderful she is. This hotel is lucky to have her! The breakfast buffet was delicious and so were the drinks at the bar in the lobby & pool. All around this hotel was worth staying at and returning to! Also, the World Cup watch party they had at the pool on opening day was one of our most memorable days in Cancun (and it happened on complete accident, we didn’t even know it was happening). The rooftop was full and everyone was so spirited and so much fun to be around! And despite it being packed, Feli continued taking great care of us. Stay at this hotel, you won’t regret it!!

Really good massage. Probably the best I’ve ever had. I highly Recommend Lidia for your next massage.

The restaurant was very good. The service of Maggy was excellent

Amables y buena calidad

Le rooftop, la piscine et le bar, les chambres sont spacieuses, la literie est très confortable, le petit déjeuner est très varié et copieux. Très bon séjour dans l’ensemble, même si c’était que pour 1 nuit.

Rien !

It was my first time getting a message and it was amazing. I’m a very ticklish person and was super nervous I wasnt going to like it because that that but somehow with her it was so relaxing I was falling asleep.

Beautiful hotel and great food. Fernando is also a great staff member that provided excellent service to all guests.

Lidia is the best. Great massage!

We got a massage with Lidia and it was amazing and she is so sweet and kind making sure your as comfortable as possible!

The hotel is close to lots of shopping and food options. The hotel food is delicious. Alberto and Karla are amazing! They made sure we had an amazing time. We also had massages and Lydia was the absolute best. Would definitely come again.

We are breakfast daily there and had 1 dinner at Azulinda restaurant . We loved the food and friendly staff. Yohandra and Jose was super friendly and welcoming. Drink specials on Monday was greatly appreciated . The rooftop bar had great reviews and good music too. Definitely will return .

We found the Canopy by Hilton La Isla to be a fantastic hotel in Cancun, with a great location in the Hotel Zone. The bus stop was very close by making it easily accessible to downtown Cancun and the tourist attractions. The team at check in were very friendly and professional. Special thanks to Karla and Maggy in the restaurant who were both extremely helpful and friendly, and went out of their way to ensure we were well looked after during breakfast.

Stopped in for breakfast and was glad I did. Carla made a great latte and the food was great. A nice place and will be staying next time.

Great service all week at the Azulinda at canopy! Wonderful staff, Karla was very friendly!

Julianna in Housekeeping was outstanding! Give her a raise And Carlos, I don’t know his job but he just did everything! What amazing employees you have at least in these two! Thank you for such a great property and a great stay!

Rent out pool area for private event without proper notifications. They are smoking at the pool area, even weed. They put the music so loud, so you can’t stay if you want to have a rest period. All the huge sun umbrellas are broken, where you can sit more restfully, but then you are sitting in full sun. Would not recommend this hotel if you like a restful vacation. Its just outrageaous

Yohandra y Jose are absolutely awesome. Met them at the lobby bar and they made a great experience.

Jose & Yohandra helped us and we’re so good with our cocktails!

Fernando was very attentive. Caesar salad was DELICIOUS!

Jose, my bartender and waiter was amazing at the Hilton Canopy in Cancun, Mexico. He was efficient and was available for every personal request I had. Truly exceptional service and a kind gentleman. Thank you, Jose. Warm regards, Joy.

I had an amazing stay at Canopy Cancun! The hotel is beautiful, the atmosphere is relaxing, and everything was very well maintained. What really made my experience special was the incredible staff. Johanna, Alfonso, and Alberto were absolutely wonderful — always friendly, attentive, and willing to go above and beyond to make sure I was happy and comfortable. Their kindness and professionalism truly made a difference, and I’m very grateful for their excellent service. I would definitely come back and highly recommend this hotel to anyone visiting Cancun!

We will definitely be coming back here. What a beautiful Hotel, especially the lobby! The breakfast is a delicious taste of Mexico. Karla was a wonderful server and made each morning a little more special. Muchísimas gracias a todos!

Very friendly, great accommodations, second trip here…bilingual staff at desk…great pool and rooftop. Great views.

Diana was absolutely fantastic. Great hospitality, excellent customer service and delicious drinks. Also the staff at reception, Hector and Adrian were great!!

We have just arrived and received a warm welcome by wonderful staff Hector and Adrian. . After checking in, we enjoyed a delicious cocktail and great hospitality from Diana. Thank you, it was a great experience especially after a 15 hours trip!

Mi Tia Feli, was amazing, so sweet and loved the tacos she suggested ❤️

Diana was our waitress and she was very attentive and so lovely. Our food was great and came in great time. She made the night easy and I didn’t have to think about waiting at the bar

You need to go see Lidia at the spa for a massage if you stay at the Canopy or nearby. She is easily the best part of coming here, and I highly recommend the deep tissue technique.

Hilton Honors Members here. Typing up this review after partaking in the Friday complementary tequila tasting. We did it all here- massages for both of us, breakfast buffet with wonderful fresh foods, nightly dinners at Azulinda, workouts at their fitness center, and reading on the second floor mezzanine. Service was excellent throughout our stay. Shout out to Yohandra for making my Wife and I feel like Family over multiple dinners are their fine restaurant that provided a wide variety of delicious food.. Jorge and Jose were excellent bartenders and we enjoyed conversations with them. Karla was super warm and attentive every breakfast visit. Only small thing to improve upon- hot tub could have been hotter! 2nd year in a row visiting and we will be back next year!

The canopy hotel is amazing, but I have to tell you Diana the pool service lady is among the best I’ve ever seen. She is absolutely amazing every time I needed a drink she was right there. I highly recommend going to the canopy.

Aron, Adrian, Karla, Vanessa, Magi, Johnathan. But the best person there was Lydia. Everyone made me feel welcome and very comfortable. I travel all over the world but the Canopy was one of my absolute BEST experience and I'll definitely be back soon. I'm a flight Attendant so I'll absolutely recommend your hotel to everyone. Thank you for a great stay and como mecico no hay dos.

I recently stayed at the Canopy by Hilton Cancun La Isla from March 5–7 and was assigned to Room 424. As a loyal Hilton guest, I was shocked by the substandard conditions and the lack of basic professional service. Upon entering, I was immediately hit by a foul, unbearable odor that persisted throughout my stay. To make matters worse, I found urine stains on the toilet seat. This is a revolting hygiene failure. Additionally, the AC was completely broken—it ran at maximum capacity without any way to control it, making the room so freezing that it was impossible to sleep. The smoke detector was missing too. When I called the front desk to request a room change, the staff was dismissive. They promised to have a supervisor check for availability but never followed up with me. It felt like my concerns were being ignored. After filing a complaint, the hotel offered a mere 5,000 points as compensation for a stay that cost 60,000 points per night. This is an insulting gesture that fails to reflect the severity of a filthy, defective room. I have photographic evidence of the unsanitary conditions. I strongly recommend avoiding this property. If you must stay there, try to avoid room 424.

Pratique emplacement afin d'y séjourner lorsque vous revenez d'un long trajet en avion, c'est d'ailleurs ce que nous avons fait. L'hôtel est proche de la mer et en même temps pas très loin de l'aéroport. Nous avons été accueilli par un monsieur adorable qui a pris soin de nous et nous a emmené nos valises en chambre. La chambre est grande et spacieuse mais manque de rénovation et de détail. Je ne séjournais donc pas tout un voyage dans cet hôtel mais il est bien pour une nuit de passage.

Manque de rénovation, le personnel pourrait être plus agréable, pas très bien isolé

Excelente hotel. El personal muy amable y servicial. Se me perdió la billetera en el taxi y gracias al registro que lleva el hotel logramos recuperarla

EXCELENTE UBICACION

POR EL VALOR PAGADO DEBEN INCLUIR DESAYUNO

Clean, comfy, nice breakfast.

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.

It felt new, modern with excellent location

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.

Su ubicación al lado del mall la isla

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

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

El servicio de estacionamiento.

Grande chambre et grand lit

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

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

Voir plus haut

Cleanliness

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.

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.

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.

El hotel cuenta con instalaciones muy bonitas.

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.

Do pequeno almoco e do espaço dos quartos

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.

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.

Pool/bar staff

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.

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.

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.

I had an incredibly relaxing canopy massage and truly enjoyed the entire experience. Lidia applied excellent pressure that was perfectly suited to my needs, and she was very attentive to areas of tightness. Her technique released tension effectively without ever causing discomfort, which made the session both therapeutic and soothing. I left feeling relaxed, refreshed, and much more at ease in my body. I would absolutely recommend this massage to anyone looking for professional, skilled, and thoughtful care.

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.

Lidia did an amazing job and I feel so relaxed! Overall a 10/10 experience and I enjoyed doing the tissue massage at the hilton

Lidia did a great job. Had a relaxing massage. She checked with me on the pressure level and worked on my pain points accordingly.

Lydia was wonderful! She was super professional and did an amazing job making me feel relaxed, would highly recommend this experience .

Came into my massage super tensed up after a few days of some fun activities and left feeling very relaxed! Very good experience for my first massage :)

Very great ! The whole process is very comfortable! Lidia is very nice, very professional. It makes me feel very relaxed.

The good: --The location is great. It's attached to the La Isla shopping center, which is a beautiful open-air mall with tons of shops, restaurants, and even a movie theater. It was obviously built for tourists, and was done really well. It's also a quick Uber or public bus ride to other dining options. --The hotel itself is very nice, modern, and clean. The restaurant on the main floor is nice and the food is good (if you have Hilton status, the buffet breakfast will be included in your rate). Prices are reasonable. --The rooftop bar/pool is also very nice. The lounge chairs area is a little small .... it's a row of chairs located just beyond / below the infinity pool. There's plenty of dining space and the bar has a decent menu (many of the same items as the restaurant downstairs, but fewer choices). The prices are also very reasonable (a sandwich will be $15). --The room was modern, nicely furnished. If you're on a lower floor, you may not have a very good view. The hallways on the room floors were new, very modern, very well maintained. --The staff was excellent and very helpful. The not as good -- just a couple of notes: --The rooftop is a bit on the loud side. The music is much louder than it needs to be, and I couldn't even keep it out with AirPods. --I was there during the week, so there was no problem getting a lounge chair. But given the limited number of chairs and the size of the hotel, I could see it being a potential problem on a busy weekend. --With the exception of a few lounge chairs on one end of the deck, there won't be any sun available until about 11am. The chairs face the lagoon (west), so the sun needs to clear the hotel. But once it does, you'll have sun for the rest of the day. I'd happily stay at the Canopy again. It's a very solid option.

The location is good and we have stayed in this hotel several times over the years. This visit has been not what we have had in the past . The rooms have deteriorated , bath towel had holes. No bath/shower gel. The room looked as if they had rushed the cleaning and was not what you expect in this hotel and hotel brand. The greeting at reception and a later visit were not very friendly nor profesional .