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“Ritz?” 3 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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$100 Resort Credit & More
Ranked #11 of 177 Hotels in Cancun
New York
Senior Contributor
42 reviews 42 reviews
12 hotel reviews
Reviews in 24 cities Reviews in 24 cities
65 helpful votes 65 helpful votes
“Ritz?”
3 of 5 stars Reviewed May 24, 2013

My first time staying at the Ritz Carlton in Cancun. Meh.

Positives -- the rooms are clean and bright. The bed was comfortable. The beach here is beautiful. The gym is excellent for a vacation hotel gym. Breakfast buffet was also wonderful. Cocktail lounge -- excellent. All drinks and food bought and consumed were excellent.

Negatives -- the pool furniture is crummy and outdated and for the most part broken, rusted, ripped and tattered. Not at all what I would expect at the Ritz. The food and drinks are all so incredibly overpriced it is absurd. To their credit the food and drinks you do get, again, are top shelf. The two fine dining restaurants -- huh? Insanely overpriced and empty but a) I need a reservation at 10:00 at night when you are empty? Not only that but attitude from the Maitre'D at Fontina (sp?) just made me want to check out immediately. Just absurd. If you are going to require reservations for empty restaurants this is something that you should tell guests upon check in. Clearly we weren't the first people to experience this as I walked off the property in exasperation and was told by one of the guards to go to Puerto Madeiro (sp?). Wonderful suggestion as we ate there both nights we stayed at the Ritz. The bathroom is kinda updated. Fixtures are clean and new and shiny, but, a shower and a tub? This looks like you cheaped out on the reservation. It's the ritz. Couldn't we have gone to a bigger steam shower and dumped the tub? Or gone to a jetted tub? This looks like my Mom's tub from 1972. Who uses that?

In summary, we won't be back.

Room Tip: All rooms appear to be oceanfront from what I saw. Not sure you could go wrong.
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  • Stayed May 2013, traveled as a couple
    • 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
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,509 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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Central Texas
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed May 22, 2013

We visited CanCun for a quick 5 day getaway in mid-May. My husband and I both had a stressful spring so wanted to relax a few days, and May was my birthday, too-great excuse! We have stayed at the Ritz-Carlton CanCun several times previosly and debated on staying there again or at a newer, more modern property. We decided to go back to the Ritz, as we had alway had a good experience, and were famliar with it, They were having a good package, too. Friends had told us that it was looking "tired" so were a little concerned.
Our last stay was 4 years ago-and nothing had changed. It does need some updating-paint and carpeting looked tired. It IS 20 years old-and the first luxury resort of CanCun-and it shows it's age in some ways. But the service was the same as we had expected-exemplary. From the moment we arrived, until we left, every employee we encountered was pleasant and took care of every aspect of our vacation-sometimes even before we asked. Our room was clean, bed, sheets and bathroom were perfect- and quiet. We had a room overlooking the "adult" or small pool. Pool service was great, and they brought us a bucket with water bottle and ice and refilled the ice as it melted. Previous post said pool chairs, umbrella and pool were old and not kept up-but we did not find this at all. Drinks ARE pricey, but excellent(it is the Ritz CArlton , after all-but not that much more than other luxury hotels in the "Zone" we found out).
Our package included breakfast in Cafe Mexicano each morning-it was excellent including local, Mayan specialties, too. A large breakfast brunch (open until 11:00) a light snack by the pool, and a late dinner was sufficient for meals.
We ate at both the Club Grill (twice) and Fantino(Once) -- both were amazing experiences with their new chef-Tyler Thaxton and Luis, the new restaurant manager newly arrived a month ago. Yes, it is pricey, but no more than we would have paid for a similar experience in any major city. We had 4-5 courses and were given special "treats" from the chef between. When we went back to the Club Grill a special soup I had enjoyed previously was no longer on the menu -but when we enquired about it, they asked the chef-and he prepared it for us, (Creme Caulifower with crab and truffle oil-Yumm!) We also had a casual dinner on Beach Club deck one night-Fresh grilled fish and salads-both excellent.

For those that haven't been to this side of the beach in CanCun in several years-you may remember that much of the beach was destroyed (lost) in a tropical storm years ago-. The Mexican govenment imported the sand "island" making equipement from Dubai and"sucked up" the sand removed from the storm surge and replaced the beach sand. The beaches are back to the original size. The drop off into the ocean is a little steeper-but the beach is beatiful again!

This is not a "high action" resort for partiers. But if looking for a relaxing getaway with great service, excellent food and spacious, quiet rooms. I would go. We plan to go back. The cosmetic things can be fixed-you cannot replace the "Ritz" service.

  • Stayed May 2013, traveled as a couple
    • 4 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mumbai (Bombay), India
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed May 22, 2013

This is a lovely hotel if you are looking for luxury. The rooms and bathrooms are huge and very comfortable. The Italian restaurant in the hotel is supposedly one of the best in Cancun. They offer 2 complimentary drinks from the bar upon arrival which is a very nice touch. The cabanas on the beach are stunning in the evenings if you have a group of people to dine with. It can also be very romantic. Here are some of the drawbacks:
- The safe lockers in the room are not electronic. They still use the ones with a key!
- The breakfast at the hotel is USD 40 per person which is very steep.
- There is no free wi-fi in the rooms.
The taxis provided by the hotel are extremely expensive. They charge USD 14 just to go down the road to a restaurant or bar. Instead I would recommend taking the buses that run frequently along the zona hotelera. For only 8 pesos per person, you can go anywhere along the zona hotel era. The bus stops are everywhere and there is a bus virtually every minute.

  • Stayed May 2013, traveled as a couple
    • 3 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
    • 4 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.
Ashburn, Virginia
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed May 21, 2013

Let me begin by saying that the hotel is still fabulous, gorgeous, wonderful rooms, great service. Excluding the 2 very, very expensive restaurants, the food was not good and was double the cost of the JW Marriott in Cancun.Mexican Cafe, poolside, room service were all very disappointing. You couldn't eat dinner in the cafe unless you ate before 6:30 pm. The outdoor restaurant had a very limited menu and was expensive. My daughter and I each had the grouper and the 'add-on' sides and each had a beer. It was $100. One night, we had 2 orders of bar bites in the Sushi restaurant (one order was 3 tiny, tiny hamburger sliders and one order was tiny, tiny beef tacos; I had a margarita and she had a mixed drink; all equaled $110 ). If you order a Pina Colada at the pool, it will cost $24 (regular side glass). Room Service was the worst food I've ever eaten at a hotel. Frustrated, we traveled back and forth from the JW Marriott for good meals at half the cost. Also, they have a great deli in the JW, so we bought fresh made sandwiches, chips, Cokes and took them back to the Ritz to eat for lunch the next day. On previous trips to the Ritz in Cancun, we have stayed on Club Level (that was over 5 years ago). We loved it because of the wonderful spreads of food snacks 5 times a day. Since we don't eat heavy meals, it was a wonderful setup for us. Now, the food choices and the amount offered is 1/10th of what it was. We spent one night on Club Level this trip and decided to move to a regular room. Looking at the recent reviews, I disagree with the traveler about the grounds. It was a wonderful as ever. I also disagree with the traveler about the food on Club Level. Trust me, I've been there enough times to know how much it has changed.

Room Tip: We stayed in an ocean front room with 2 queen beds on the 7th floor. Not a sitting balcony, but you...
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  • Stayed May 2013, traveled with friends
    • 3 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
long island, ny
Senior Contributor
38 reviews 38 reviews
15 hotel reviews
Reviews in 24 cities Reviews in 24 cities
47 helpful votes 47 helpful votes
4 of 5 stars Reviewed May 20, 2013

We stayed here for 2 days after a week over at Le Blanc. We thought how could we go wrong at the ritz.. First of our room was amazing.. 6th floor ocean front.. Great views!!
We changed and hit the pool.. That's we're i noticed issues.. The lounge chairs, umbrellas, tables, the blue cabanas on the beach all disgusting!! Broken metal sticking out of the sides, bird pooped coushins that were frayed and tattered looking, plastic tables that I had to fight to get because there were only a handful. The smaller quiet pool had paper and straws floating in it. It was nice to have that smaller pool to be away from the kids playing in the bigger pool. The wall around the property blocked you from seeing the beautiful ocean, but the beach itself was fabulous.. The grounds were pretty, the hotel itself is very nice, we tried to eat in Fontina but were turned away since he had no reservation and the place was empty at 945 pm.. Whatever! we had a great meal across the street at a restaurant who wanted us..
Btw who still pays for wifi?? Seriously?? 10 bucks for 12 hours for only 3 devices?? What is this 1999? Annoying since every property has free wifi..overall it was nice for a few days, but I'd go back to le blanc in a heartbeat- more my style and friendlier

  • Stayed May 2013, 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
    • 4 of 5 stars Cleanliness
    • 3 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.
Baltimore, Maryland
Top Contributor
268 reviews 268 reviews
25 hotel reviews
Reviews in 67 cities Reviews in 67 cities
81 helpful votes 81 helpful votes
5 of 5 stars Reviewed May 18, 2013

We only leave the property for dinner. The club level serves breakfast, lunch, and wonderful cocktail snacks at dinner. Follow dinner with their desserts and after dinner drinks.....all included . Rooms are large and comfortable...beautiful beach

  • Stayed May 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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.
Concord, Massachusetts
Senior Reviewer
9 reviews 9 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed May 14, 2013

The pool area and beach are very nice. The hotel itself and the rooms seem a little dated. Housekeeping struggled to refresh items used on a daily basis. After several calls to get things replaced, eventually they did make a very nice presentation putting flowers and candles around the bathtub and leaving a pitcher of margaritas to make up for their lack of service. There are many nice restaurants on the lagoon near the hotel. I especially enjoyed Harry's. Overall, it was a very relaxing place to stay.

  • Stayed May 2013, traveled solo
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
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:
#9 Spa Hotel in Cancun
#9 Family Hotel in Cancun
#9 Romantic Hotel in Cancun
#11 On the Beach Hotel in Cancun
#11 Top resorts Hotel in Cancun
#11 Luxury Hotel in Cancun
#21 Business Hotel in Cancun
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — The Ritz-Carlton, Cancun 5*
Number of rooms: 363
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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