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“Not the best Ritz i've stayed at...” 4 of 5 stars
Review of The Ritz-Carlton, Cancun

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The Ritz-Carlton, Cancun
5.0 of 5 Resort   |   Retorno del Rey 36 | Zona Hotelera, Quintana Roo, Cancun 77500, Mexico   |  
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Ranked #12 of 174 Hotels in Cancun
Salem, Massachusetts
Senior Contributor
42 reviews 42 reviews
18 hotel reviews
Reviews in 22 cities Reviews in 22 cities
31 helpful votes 31 helpful votes
“Not the best Ritz i've stayed at...”
4 of 5 stars Reviewed December 2, 2012

hallways didn't all match and were oftentimes crooked. Now, I know you think I'm being picky, but, hey, this is a RITZ CARLTON!!! The elevator near our room was broken 3 of the five days we were there, too. They nickel and dime you even more than I would expect in a resort location. For instance, the internet access was $20.00 USD per night PER DEVICE. The restaurants, of course, were very expensive, but that I sort of expect. We did have a very nice dinner in a private Casita on the beach one night and that was an experience I would recommend. The pools were also very nice, and I had spa treatments that were very good as well. Next time, however, I would go for the JW Marriott or the all-inclusive Hard Rock down the beach for a better value in this type of locale.

  • Stayed November 2012, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,436 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    5 of 5 stars
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Los Angeles
Contributor
12 reviews 12 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed November 25, 2012

The service and friendliness of the staff is beyond comparison. Spent 5 nights and enjoyed every second. The breakfast buffet is first class and delicious, with something for everyone, plus the helpful staff will bring you anything that you would like, that is not displayed... (green juice, latte) The atmosphere is opulent yet inviting, and the location cannot be surpassed.... Yes, I will be returning to the Ritz-Carlton Cancun.

Room Tip: All rooms have an amazing view...
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas
Contributor
20 reviews 20 reviews
7 hotel reviews
Reviews in 12 cities Reviews in 12 cities
18 helpful votes 18 helpful votes
3 of 5 stars Reviewed November 22, 2012

We checked in the week before Thanksgiving. Based on prior reviews and recommendations, we paid extra to stay on the club level. We did this because you get free wifi for up to three devices for your stay. That alone amounts to $60 per day for three if you need to be connected, which we all did. The club level also includes full breakfast and lunch, drinks throughout the day, heavy hors d'oeuvres for dinner and chocolates and drinks thereafter. SInce any meal on the property is around at least $20 per person, this also saved a bunch. You will not ant all your meals there, except maybe breakfast, because the options are limited, but it still saves you a lot.

But that did not stop the surprise charges. Despite having booked and pre-paid for our full trip for three, there was a $75 per day surcharge for our 12 year old to stay with us (with taxes, this was about $100 per day. There was no explanation for why this as not included in the packages.

When we wanted to use the tennis courts, I expected a charge for using rackets, but a $30/hour charge for using one of the courts, which were empty virtually the whole time we were there? Really?

The facilities themselves are starting to show their age compared to other newer, and cheaper facilities. The hallway carpets need replacing. The rooms and their furniture are also aging.

The good news is that the food and service are top notch. They make an affirmative effort to know your name, including our son. They also made great recommendations for other attractions. Like all Ritz places, the service and setting are a bit formal, but always helpful, and never condescending.

The pool and beach facilities are also excellent.

Room Tip: opt for a club level, seaside room
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  • Stayed November 2012, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Las Vegas, Nevada
Contributor
12 reviews 12 reviews
Reviews in 4 cities Reviews in 4 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed November 20, 2012

As a winner of the Conde Nast Traveller Magazine's monthly Where Are You Contest, my husband and I were treated to 4-day vacation at the Ritz-Carlton, Cancun. We were placed in a room on the Club Level, where the service was extraordinary. Our room was spacious, comfortable, and the view of the Caribbean was spectacular. The restaurants were out of this world, and the club-level lounge was brimming with food all day.

Room Tip: "Rooms on the Club Levels 8 & 9 can't be beat"
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed November 19, 2012

We have just had our honeymoon and spent 8 nights at the Ritz Carlton Cancun. What an incredible experience. The hotel has many, many strong suits... amazing location, luxurious comfortable rooms, epic views, and outstanding food and amenities.

However, the service levels and commitment to customer experience is unparalleled. The friendly staff cannot do enough to please you and ensure you are completely satisfied. Restaurant, bar staff, concierge, pool attendants, shop staff, housekeeping, hotel taxi service, you name it the consistent service culture is friendly, genuine and absolutely no fuss.

Please come to Australia and train our hotel staff on what real service is.You have set the bar for others to follow and you've made a fan for life!

Room Tip: Get the oceanfront room and wake up like a god!
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Milwaukee, Wisconsin
Contributor
16 reviews 16 reviews
14 hotel reviews
Reviews in 10 cities Reviews in 10 cities
44 helpful votes 44 helpful votes
5 of 5 stars Reviewed November 17, 2012

my wife and i have traveled to mexico several times. two weeks ago, we spent 5 days at the ritz in cancun and the treatment we received--by everyone from the front desk to the restaurant employes inside and out to the pool attendants--was remarkably good and extremely genuine. you may pay more at the ritz but give yourself a break and take in service that you only dreamed of previously. ok, call it being pampered, if you will. some advice to lower the cost: 1. look in november and the first two weeks of december and check out orbitz. 2. take an ocean view room instead of an ocean front room. the view is basically the same and you save a few dollars. most of all, enjoy and be sure to say hi to diego who works the outside restaurants and is just a great guy.

  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bogota
Contributor
14 reviews 14 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed November 12, 2012

If you look for nice quiet holidays - then Cancun is the place. But in The Ritz you will get quiet holidays but on top of that - the best service we have ever seen. Literally you need nothing to do there. On the beach - best service - although there is yellow/red flag on the beach there is no risk of getting to sea. 30m away from shore - and you still have 1m deep. Quality of food - mexican (recommend nachos with cheese on the pool side) and international - excellent. Yuo could also go and cook with Chef - every day - different culinary theme. Very quiet. You should rent a car - valet parking on site.

Room Tip: High floor (6-7) - ocean front.
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Ritz-Carlton, Cancun

Address: Retorno del Rey 36 | Zona Hotelera, Quintana Roo, Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Spa Hotel in Cancun
#9 Romantic Hotel in Cancun
#9 Family Hotel in Cancun
#11 Luxury Hotel in Cancun
#12 On the Beach Hotel in Cancun
#12 Top resorts Hotel in Cancun
#12 Business Hotel in Cancun
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — The Ritz-Carlton, Cancun 5*
Official Description (provided by the hotel):
Considered one of the most elegant resorts in the world, The Ritz-Carlton, Cancun, reflects Mexico's rich architectural heritage in an atmosphere of magnificent sophistication. Minutes from many lively and leisurely attractions, the resort features 365 guestrooms overlooking the sea, a 1,200-foot beach, sculpted outdoor swimming pools, a full service Spa, an impressive Culinary Center and award winning restaurants. ... more   less 
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Also Known As:
Ritz-Carlton Cancun Hotel Cancun
Cancun Ritz Carlton
Ritz Cancun

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