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“Only disappointment was having to leave!” 5 of 5 stars
Review of JW Marriott Cancun Resort and Spa

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JW Marriott Cancun Resort and Spa
4.5 of 5 Resort   |   Blvd Kukulkan, Km 14.5 | Lote 40-A, Zona Hotelera, Cancun 77500, Mexico   |  
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Ranked #18 of 174 hotels in Cancun
Colorado
Top Contributor
69 reviews 69 reviews
30 hotel reviews
Reviews in 43 cities Reviews in 43 cities
205 helpful votes 205 helpful votes
“Only disappointment was having to leave!”
5 of 5 stars Reviewed January 22, 2012

My husband and I just returned from a fabulous 5 night stay at the JW Marriott. My husband stays in hotels 100+ nights per year so he has a fairly extensive basis of comparison. We used points for the stay and chose to upgrade to the Club 91 "all inclusive option" which for us was well worth the cost.

Overall, the property has a peaceful, elegant, and relaxed vibe. There is no music blaring at the pool and guests seem to be primarily seeking relaxation. We heard guests speaking Spanish, German, Italian, and English which contributes to a cosmopolitan sort of feel. Walking down the beach to the south you encounter the opposite at the Oasis Hotel- music blaring, guests dancing, organized games on the beach.

Club 91: If you're primarily going to stay at the hotel, it's worth it. If you're planning lots of excursions and want to eat at different local places, it's probably not. For the $100 per night we received free airport transfers, check in/out on the 14th floor in the Club 91 lounge, a room with a larger balcony on the 14th floor, 5 food "presentations" daily, free drinks from 6pm - 10pm, and free use of the sauna/steam room in the spa. Service in Club 91 was wonderful. Employees always greet you with a smile and were friendly and courteous. Cesar, in particular, was wonderful. He greeted us by name and made an effort to learn what we wanted to drink nightly. We thought the food was very tasty and fresh. A chef was constantly replenishing it. Following are a few things to consider when deciding whether or not to book Club 91. First, you must consume all food in the club. No sending your hubby down to grab a tray and bring it back to the room. No bringing drinks back to the room (other than a disposable cup of coffee, bottled water or sodas) to enjoy on the balcony. They do enforce this. The food portions are "sample or appetizer portions." You are welcome to serve yourself as many portions as you like. Also, you have to watch the clock a bit as the food presentations are offered at particular times. For example, lunch is from 12 - 2:30. So if you're down at the pool, you will need to leave and come up for lunch during these hours. It was fine to show up in your swimsuit, coverup, and flip flops during the day. It was nice to be able to grab bottled water and sodas anytime during the day to take down to the pool. Also, if you have kids, it may be hard for them to find things they'd like. Lots of fish, chicken, beef, salad, shrimp, etc.. I know my picky kids wouldn't have found enough they'd like.

Room: No complaints. It was perfectly clean, comfortable and soundproof. The rooms on the 12th floor (really the 13th, but like most hotels, there is no 13th floor) and 14th floor have deeper balconies than the rest of the hotel. One thing to consider when checking in is that there is a hotel under construction on the north side, Secrets. I don't think you'd hear any noise as the structure is all in place, but if you don't want to look at it, you might consider asking for a south facing room.

Location: Great. It's on the south end of the hotel zone so it's far removed from the noise of the party areas further north. Beach area in front of hotel is awesome with lots of loungers and umbrellas. Red flag was out the entire week, but most days you could still go in if you're a good swimmer and comfortable with diving under large waves.

Spa: Beautiful! They have the most beautiful indoor pool I've ever seen in a hotel. It's large enough to swim laps, but what makes it most special is the view. There are floor to ceiling windows on three sides. You can't see the beach, but you can see the lagoon. Beautiful at sunset. Jacuzzi is super large (30 people capacity) and hot. The workout area is nice. In addition to cardio machines, there are free weights and benches for lifting.

Tips: Consider picking up liquor at the duty free in the airport. We walked across the street to 7/11. They carry hard liquor and beer, no wine. Also, don't be afraid to use the bus. The stop is right outside the hotel. All buses go the same route so you can't get lost. They take pesos or one US dollar per person. They're clean. Hold on though. They brake suddenly. Driving in Cancun seems to be somewhat of an adventure so keep a sense of humor.

In conclusion, we would not hesitate to stay at this hotel again. Friendly staff, beautiful grounds, and location make this a winner.

  • Stayed January 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
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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
Traveler tips help you choose the right room.   Room tips (353)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
New York City, New York
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed January 21, 2012

The property is nice enough-- rooms are decent, the pool area is nice with lots of different small groupings of chair, and food is of fair quality. There were some problems, such as lines to get a table during breakfast (inept host who didn't realize that there were multiple empty tables), often lines at the front desk (check-in felt akin to Vegas), and overall, underwhelming service.

The hotel is fine and I had an enjoyable stay, but I wouldn't expect anything special. Many of the reviews and the hotel website tout special "JW" service, but it's simply not true. It felt like a run-of-the-mill Marriott. I would not stay at this hotel again. Instead, I would return to Le Meridien which is just a few buildings down, yet a more intimate feel and much more gracious staff.

  • Stayed January 2012, traveled with friends
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 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.
MarriottCancun, Public Relations Manager at JW Marriott Cancun Resort and Spa, responded to this review, February 15, 2012
We are aware that waiting lines may occur during busier seasons. We are already working in those areas to make sure a prompt service is delivered at all times. We are truly sorry that we failed to do so in your case.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Irvine, CA
Top Contributor
334 reviews 334 reviews
39 hotel reviews
Reviews in 81 cities Reviews in 81 cities
175 helpful votes 175 helpful votes
5 of 5 stars Reviewed January 20, 2012

We stayed at the JW for a long January weekend. We had stayed at this property once before (in summer 2004), so we had a sense of what we would be getting.

We used points for the room and paid for the upgrade to the Club 91 level. Considering that we weren't paying for the room, the cost of the Club 91 ($100/night plus taxes) was well worth the money. The Club 91 rooms are on the top floor and have somewhat larger balconies. The rooms themselves, however, seem no different than the rooms on other floors (there was the offer of different kinds of pillows that we didn't avail ourselves of). The Club 91 lounge offers five "feedings" a day. Despite my best efforts, I never made it to more than three, but this alone saves considerable money. The early-evening meal was probably the most creative. Each day it featured a range of appetizers from one of the restaurants at the JW or the neighboring Casa Magna. Consequently, there was considerable variety. My sense is that most of the guests were using that feeding as their evening meal. Cocktails were available at this food service and the later-in-the-evening sweets/cheese feeding as part of the Club 91 service. The breakfast was certainly far more limited than the hotel's buffet, but there was certainly plenty of options and, again, variety from day to day. Club 91 also includes airport transport for stays of three days or longer. It was seamless. The staff in the Club were also very attentive and helpful. All in all, it made it possible to have a very lazy and stress free holiday weekend, which is what we were looking for on this trip.

The property is beautiful and the outdoor areas are well maintained. Unlike when we stayed in the summer, there no problem getting beach chairs under palapas. I always found the food/drink service on the beach to be very attentive. The beach itself has been built up after the hurricanes, so it's not the fine sand that Cancun is known for. This remains closer to the water; the staff have no problem with your dragging the beach chairs closer to the water.

The rooms are showing some signs of age. Certainly there was nothing seriously wrong in our room or in public areas that we saw, but I suspect that this property will need a facelift in the next few years.

Room Tip: North facing rooms have views both of the ocean and the bay.
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  • Stayed January 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cleveland, Ohio
Contributor
15 reviews 15 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed January 20, 2012

My wife and I stayed for 6 nights over Christmas. I put our daughters (18,20,22 and 25) up next door at the Marriott Casa Magna. Staffs at both were terrific (especially Leonardo at the Casa Magna), as were the restaurants-everything from a sports bar to upscale Italian. Beach was very nice. Get down to the pool early to reserve good seats, they go by 7 a.m.. Rooms are excellent and almost all have an ocean view. The maid was very courteous and left the room in perfect condition. Try the Thai restaurant. Only downside is trying to cross the street during the evening.

  • Stayed December 2011, traveled with family
    • 5 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed January 19, 2012 via mobile

It took me a long time to find what I was hoping would be the right hotel/resort for our long awaited 10th anniversary adults-only vacation. I have traveled and stayed in some of the most luxurious resorts and wanted this experience to be no different. Upon returning home, I am so pleased to let you know that this JW Marriott did NOT disappoint! We stayed as part of the Club91 boutique section of the resort and had a fantastic experience. The rooms were nice, the drinks and food options within the exclusive Club91 were delicious and of substantial quality, the resort grounds (including the beach and beautiful pool areas) were impeccably clean and well maintained, and the entire staff was of A+ caliber (thank you Laura and the Club91 staff!). I highly recommend this luxurious resort and will be sure to visit time and again in the future. It was perfect!!!

The only downside to our vacation is that we chose to spend the second half of our vacation at an Excellence All-inclusive resort, having never experienced this type of resort before. Next time my husband and I will not be venturing away from the JW Marriott property. There is just simply no comparison!

  • Stayed January 2012
    • 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 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington DC, District of Columbia
Senior Contributor
48 reviews 48 reviews
20 hotel reviews
Reviews in 21 cities Reviews in 21 cities
37 helpful votes 37 helpful votes
5 of 5 stars Reviewed January 19, 2012

Stayed for 5 nights over MLK weekend. Gorgeous property. Fabulous beach. Breakfast was amazing, but you pay for it. Wifi was sporadic, even in the room. Had one day of bad weather and was surprised to find no game room or ping pong table or any other family area for rainy days. Spa was beautiful but children under 18 not allowed at inside pool....even if nobody else is there. The beach was stunning, tons of lounge chairs and a lifeguard to watch us in those big waves.
Pool service was hit or miss. Sometimes almost too much, and other times we had to wait over 30 mins for service (yeah, rough life).
The Boardwalk staff generally (especially Carlos) was fabulous and went overboard in all respects. Nothing was too much trouble.
Nice that you can book tours out in the pool towel gazebo through AquaWorld. The staff at that gazebo was amazingly friendly and accommodating....even chasing us down to let us know that the weather was not amenable to snorkeling and offering us a refund. Well done!
We had a slight issue which the manager handled well. Not a ton of kid-friendly dining at the resort but heard that there is a lot in the surrounding hotels and area.....we never left the resort (except to go next door to the Casa Magna for a couple of meals).
We had a suite (435). Needs some work in the bathroom (caulking, moldy tiles, chips in mirror), but these are minor.
Overall a great hotel. Will be back.

Check in was a snap, free upgrade (Platinum Elite).

All rooms have ocean views. Try to get as high as possible.

  • Stayed January 2012, traveled with family
    • 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
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nebraska
Top Contributor
53 reviews 53 reviews
13 hotel reviews
Reviews in 27 cities Reviews in 27 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed January 19, 2012

We loved our week at the JW Marriott. The hotel is great and our room was very nice. It's located away from some of the action, but it's a short walk to the Kulkulcan Shopping area, and an easy bus ride to anywhere else you would like to go. The beach was nice, although the waves were rough while we were there. The Beachwalker restaurant at the pool was good. The pool area is very nice, the kids loved the pool.

  • Stayed January 2012, traveled with family
    • 5 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 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about JW Marriott Cancun Resort and Spa

Address: Blvd Kukulkan, Km 14.5 | Lote 40-A, Zona Hotelera, 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:
#6 Business Hotel in Cancun
#11 Spa Hotel in Cancun
#17 Luxury Hotel in Cancun
#17 Top resorts Hotel in Cancun
#18 On the Beach Hotel in Cancun
#20 Family Hotel in Cancun
#26 Romantic Hotel in Cancun
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — JW Marriott Cancun Resort and Spa 4.5*
Official Description (provided by the hotel):
Welcome to the JW Marriott Cancun Resort & Spa, an oceanfront haven of unparalleled sophistication, impeccable service and warm Mexican hospitality designed for today’s most discerning travelers. Sumptuous comfort, chic residential styling and glorious waterfront views distinguish every room. Abundant taste marks every dining experience, from casual to elegant, and indulgent charm distinguishes each and every day. Relax on a spectacular beach kissed by the sun and caressed by the sparkling waters of the Caribbean. Stroll through traditional markets ablaze with color or listen to the lullaby of the ocean surf from your private balcony overlooking the sea. With its powdery sand beaches and ancient Mayan mysteries, Cancun will dazzle your senses ... more   less 
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Also Known As:
Jw Marriott Cancun Hotel Cancun
Jw Marriott Cancun Resort
Cancun Marriott

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