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JW Marriott Cancun Resort and Spa

#18 of 178 Hotels in Cancun
Certificate of Excellence
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Blvd Kukulkan, Km 14.5 | Lote 40-A, Zona Hotelera, Cancun 77500, Mexico
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JW Marriott Cancun Resort and Spa
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JW Marriott Cancun Resort and Spa
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2,453 reviews from our community

Traveler rating
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    554
    174
    73
    57
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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San Diego, California
Senior Contributor
26 reviews 26 reviews
7 hotel reviews
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed yesterday NEW

Pros – Staff is very friendly, helpful, courteous. Service everywhere was great. Beds were comfortable. The property is beautiful. Pools, palm trees, ocean views everywhere including the view from our 12th floor balcony. We opted for an excursion to Cozumel to go snorkeling. Snorkeling was pretty good but snorkeling in Maui was better in terms of clearer water and better... More 

Was this review helpful? Yes
Reviewer
4 reviews 4 reviews
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed 3 days ago NEW

We chose this particular JW Marriott (we are Lifetime Platinum members) thinking it would be the best option for our adult children who traveled with us this time. We have only been to Mexico once before many years ago and thought we would give it another try. We are stayed on the Club 91 level as we do for any... More 

Was this review helpful? Yes 4
MarriottCancun, Front Office Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear Guest, Greetings from day ! I would like to thank you for writing to us. It is always disappointing to hear of our failures and particularly embarrassing for myself to learn that our systems and people failed to deliver. While I would extend my sincere apologies for the short comings during your stay, it is by no means a... More 

Frisco, Texas
2 reviews
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

I used the Spa on four different occasions, and I like to recommend Yolanda for her massage technique. She listened to my request for a gentle massage and the massage was relaxing. She has more than 8 years of experience at JW Marriott. Please ask for her, and you won't be disappointed. Thank you Yolanda, your are great at your... More 

Was this review helpful? Yes
MarriottCancun, General Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear Katherine B, I’m happy you indulge yourself on our Mayan inspired massage, as you mention Yolanda is the greatest. I’m happy you enjoy your relaxing stay. Thank you for sharing your lovely experience with us, Sincerely Manuel Magaña Hotel Manager More 

Pittsburgh, Pennsylvania
1 review
5 helpful votes 5 helpful votes
2 of 5 stars Reviewed 4 days ago NEW

I visited with my family (including my 2 year old daughter) to this property in the middle of the April, 2015. Since we were flying from Pittsburgh, PA, it was already more than 12 hours we were out from our home and were travelling. My daughter was obviously cranky when we reached hotel around 2:50 PM. We met one of... More 

Was this review helpful? Yes 7
MarriottCancun, Front Office Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear Guest, Thank you for your patronage to our hotel and for taking the time to share your experiences with us. It is distressing to note that you had to face challenges in communicating a special request to my Front Desk associate. I completely understand your unhappiness due to the unacceptable service and behavior shown by our Front Desk associate.... More 

Sandy, Utah
Reviewer
4 reviews 4 reviews
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed 5 days ago NEW

Make sure you book your shuttle PRIOR to your arrival. They will not pick you up at the hotel if you don't reserve before. Although we had a major hassle getting to the property, once there the customer service was exceptional and exactly what you would expect from a JW. We would definitely stay at this location again. Beware though-... More 

Was this review helpful? Yes 2
MarriottCancun, General Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear Stefanie S, Thank you for sharing your warm comments with us, as you mention it is necessary to book a shuttle prior to your arrival our concierge department is always happy to book and take care of everything. I’m happy you found the service you were looking for and deserve. Looking forward to see you again Sincerely Manuel Magaña... More 

Contributor
16 reviews 16 reviews
4 hotel reviews
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed 5 days ago NEW

First of all I am a hotel snob. More importantly I am a Marriott Platinum to I am a Marriott aficionado. So...I'll start with the rough spots. Is this the nicest JW you will ever visit..No. Is this the best service you will ever receive at a JW property..No Will you get the best food in Cancun? No.... Will you... More 

Was this review helpful? Yes 1
MarriottCancun, General Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear Matt B, Thank you for sharing your review with us and your warm comments, I’ll share them with our team so we can take actions and provide our guest a better service. I’m glad you had an incredible room, as you mention the suites with 2 patios are the best, the views from there are astounding. Fred’s is a... More 

new york
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed 5 days ago NEW

Stayed during christmas and the vibe was very stuffy. We had our chairs stolen multiple times by the pool, however, the staff was friendly and the food throughout the resort was great. The lobby is beautiful and had a singer every night. Rooms could use a facelift. The beds are horrible not really a JW standard. The beds had cheap... More 

Was this review helpful? Yes 1
MarriottCancun, General Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dearwmmw1707, Thank you for your warm comments, I’m sorry for the inconvenience you presented during your stay, I’m happy to tell you that the renewals on our Sedona Grill restaurant are now over and that we are taking actions on our pool chair situation. I’m glad you enjoyed our exquisite food and friendly service. Sincerely, Manuel Magaña Hotel Manager More 

ca
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed 6 days ago NEW

Had a wonderful family vacation at the JW cancun. Could not say better things about the amazing staff at the club level. So friendly,welcoming and wonderful to our toddler. Food was very good, pool was awesome. Only improcedente i would say would be to make The rooms a little lighter and brighter. Also spa could be a little more luxurious.... More 

Was this review helpful? Yes 1
MarriottCancun, General Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear Luxurylover, I’m happy to know you had an awesome stay with us, as you mention the Club 91 is the way to go personalized service and a private area to enjoy the incredible views of the Caribbean. Thank you for your warm comments. Which restaurants did you visit? Thank you for taking a time and share your experience with... More 

Kansas City, Missouri
Contributor
15 reviews 15 reviews
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed 6 days ago NEW

Second time at the JW Marriott in Cancun and we still love this place. The rooms are beautiful, clean, and afford a beautiful view of the turqouise ocean as well as the bay. The JW is located right next to the Hard Rock hotel. The pools are amazing offering several different pools, lazing river, and a infinity pool for sunsets... More 

Was this review helpful? Yes
MarriottCancun, General Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear Colleen L, Thank you for your preference on this second stay, I’m happy to know you find everything you need during your visits, as you mention our balconies have an amazing view of the turquoise ocean and our pool area is one of the most beautiful ones in town. I truly enjoy the adult’s pool for a more relaxing... More 

1 review
5 of 5 stars Reviewed 6 days ago NEW via mobile

Supervisor German Gomez, I purchased the Club 91 package at the JW MARRIOTT IN CANCUN MEXICO from 16May2015thru 20May2015. My consierge was WALTER. I wanted to take the time today to tell you about the service in which your staff offered me during my stay. Walter my concierge is an AMAZING worker he made sure every detail of my trip... More 

Was this review helpful? Yes
MarriottCancun, General Manager at JW Marriott Cancun Resort and Spa, responded to this review

Dear TravelGurro, Thank you very much for your astounding review it was such a pleasure reading it, I’m really happy you had an amazing time with us enjoying our specialized service and amenities. As you mention the Club 91 is the way to go to enjoy to the fullest your stay, you’re totally right Freddy’s or Gilberto’s mojitos are delicious.... More 

Hotel Review Summarization

What travelers say

  • Very nice(13)
  • Casa Magna(13)
  • Sedona Grill(8)
  • Breakfast buffet(5)
  • Lounge chair(3)
Questions? Get answers from hotel staff and past guests. Ask a question

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Premium Ocean View King Room (82)
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