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“Great Spa Getaway” 4 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
Seaford, New York
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
16 helpful votes 16 helpful votes
“Great Spa Getaway”
4 of 5 stars Reviewed November 15, 2012

A wedding brought us to the JW Marriott in Cancún and we're sure glad we had the chance to experience it. The JW, - connected via a breezeway to its sister hotel CasaMagna - is a visually beautiful, decently maintained resort. Some things, like the lounge chairs surrounding the pools, could use replacing. But for the most part, the staff work tirelessly to keep it tidy, clean and well stocked. They're friendly and helpful. You won't ever want for a hand towel (they use real ones, which you toss into a hamper after just one use), or soaps or virtually any other toiletries all over the resort.

The concierge in the JW Lobby is fantastic. We needed glue for a broken heel close to wedding time and the man went above and beyond, until he tracked some down in the other hotel and walked us to it.

Everything is marked in pesos, so if math isn't your thing, download an app on your smartphone to convert whenever possible. You can use US dollars, but it's nice to know what you're spending. Also, if you use dollars, you'll get change in pesos, which you may not end up using, if your stay is short. Or you can just charge it to your room and settle your bill at the end of your stay.

Our room, part of a group booked by the bride and groom for their event, was breathtaking with views of the bluest beach for miles. The bed was comfy, the linens clean and the space kept immaculately by our housekeeper, Victoria. She even left behind towel animals and provided turn-down service with mints at the end of the evening!

If you are there you MUST experience the spa. It's the quintessential destination spa with all of the details that make for a great experience! We had a blissfully perfect couple's massage (the 'Blend' which incorporates various treatments in one) by Gabriela and Cynthia, which left us floating on air. My husband usually shies away from such indulgences and there is always some arm-twisting involved, but even he had to admit this one was great!

I also had a fabulous facial by a man named Ober who was gentle, receptive and thorough. He added small hand, head and foot massages, while products applied to my face were setting. My skin felt like butter afterward. It was grand and the scents made me relax before the event.

We also both got to enjoy all of the spa amenities, while we were there. These included gender-separate steam rooms, saunas, showers, relaxation rooms and hot and cold Jacuzzis, as well as a huge indoor co-ed pool and hot tub. The large relaxation rooms offer complimentary fresh fruits, teas, banana chips and almonds, as well as lounge chairs and magazines with wafting scents of incense and spa music to finish it off. The showers are clean with hair and skin cleansers that were always plentiful in their dispensers. There was no ick factor here. You're given a locker and key (when you arrive), where you pick up your robe and slippers before treatments and so that you can be comfortable after in the spa.

HOWEVER! DO NOT go to the hair salon in the spa! I had a long-planned appointment to get my hair done for the reception and the woman (named Margarita) did a horrible, half-assed, lackluster job. She seemed bored when I arrived and I knew instantly that it was a mistake. When she began to dry my hair, her 'technique' if you can call it that, was like watching someone on their first day trying to handle a brush and hair dryer. She was quite spastic. She barely spoke two words to me, was passive-aggressively rude, never asked me even how I parted my hair, or what I actually wanted done. And I speak fluent Spanish, so language was not the issue. My 'style' lasted until I reached my room. I had to use a flat iron and dryer to fix her mistakes. The worst part was that I asked for the manager to contact me about the service and he never did.

What was great about the JW, which you can attribute to time of year, was how quiet and empty it seemed, even with a nice turnout of guests for the wedding. The pool was never full. The beach was never crowded. The restaurants never had a wait. Be forewarned, though, November is tricky! The wind was incredibly strong and nearly ruined the outdoor wedding. The strong gusts made picture-taking a challenge and knocked down drink glasses and busted small bulbs over the reception party.

The food was fantastic! The on-site places are the Sedona Grill in the JW lobby (we had breakfast, lunch and dinner), La Capilla - Argentine Steakhouse (we had dinner) and at the tiny spot under a foot bridge overlooking the sandy beach called La Isla (we had lunch). There was also a Thai place and Gustino, an Italian place. But we didn't have a chance to try these out. If you're on the run or don't want to do the sit-down thing, the lobby stores in both CasaMagna and JW offer coffee, bagels, pastries, ice creams, desserts, chips, beverages, etc. And this all can be charged to your room, if you'd like.

All in all, with the exception of the disappointing hair salon fiasco, the JW is a nice place to vacation. I would have given it a higher rating, but for this part.

We didn't see many small children, but it is family friendly. The CasaMagna, we were told, has more families than the JW. We would likely go back to this resort, if another opportunity arises.

Room Tip: Ask for a room that does not face the brand new Hard Rock Hotel because they have outdoor concerts a...
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  • Stayed November 2012, 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
    • 3 of 5 stars Service
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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, November 22, 2012
Thank you very much for taking the time to write your review. We are really sorry that your hair salon service was not up to your expectations. We are already giving the proper follow up in order to prevent this from happening again. We are glad your enjoyed the rest of our services during your stay.
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2,029 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
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (383)
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Corinth, Texas, United States
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed November 8, 2012

We really enjoyed our stay. Everyone was very nice and very helpful. The Club 91 was a great deal. The food was excellent and the staff was great. Katrina was smiling the whole time we were in there during the evenings. She made us smile just watching her. The wait staff by the pool was great also. Joel waited on us one of our first days here. He made it a point to come say hello to us even when we were not in his section and he remembered our names. I would certainly recommend this hotel to anyone and to take advantage of the Club 91. It is worth ever penny.

Room Tip: Higher floors over looking the pool area has an awesome view of everything including the ocean.
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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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vancouver, Canada
Senior Contributor
29 reviews 29 reviews
29 hotel reviews
Reviews in 24 cities Reviews in 24 cities
153 helpful votes 153 helpful votes
2 of 5 stars Reviewed November 7, 2012

The JW Marriott Cancun has been a favorite for over a decade... sadly, the rooms and the deck and pool chairs haven;t kept up with the times and are in poor condition and needing replacement. The Ritz down the road is even in worse shape. Shame, shame, shame Marriott - time to clean up and update your property or loose your regular guests to the many new hotels available.

Room Tip: Dont book until a renovation has been completed.
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  • Stayed November 2012, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 7
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, November 8, 2012
Thank you very much for your comments where you point out the areas which we can improve. We are aware that some equipment is more likely to suffer the consequences of weather, so we are glad to announce that we are already in the process of renovating the pool chairs at our property. We are sure that with this update our pool will continue to be one of our guests’ favorite areas.
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Indianapolis, Indiana
Top Contributor
83 reviews 83 reviews
17 hotel reviews
Reviews in 29 cities Reviews in 29 cities
22 helpful votes 22 helpful votes
5 of 5 stars Reviewed November 5, 2012

I was impressed with this property from its beautiful lobby area to its beautiful gardens and pools.. Employees were great and the food was top notch. I will definitely be back to stay at this property.

Room Tip: The way that this hotel is set up I don't think there is a bad room.
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  • Stayed October 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 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Houston, Texas, USA
Contributor
12 reviews 12 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed November 5, 2012

This is a large resort that adjoins the Marriott Casa Magna...we stayed here for two nights at the end of a lengthy stay in Akumal. The hotel is a nice, high-end resort and the service is great, but the food and activities are, expectedly, quite expensive. The Casa Magna has several more casual restaurants to choose from and they were quite good. They also had a few more children's activities than the JW, but that wasn't a big deal. Our boys (age 7 and 10) had a great time swimming in the enormous pool and playing on a boogie board in the ocean. They have a great span of beach in front of the hotel. I woudl probably prefer to stay somewhere a bit less Americanized if I was staying for longer but this hotel is great for those that want a typically American hotel nice hotel on a pretty beach. I would stay here again becuase it is one of the nicest non all-inclusive resorts in Cancun.

  • Stayed August 2012, traveled with family
    • 4 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York, NY
Senior Contributor
49 reviews 49 reviews
38 hotel reviews
Reviews in 28 cities Reviews in 28 cities
55 helpful votes 55 helpful votes
5 of 5 stars Reviewed November 4, 2012

We spent four nights at the resort during a part business, part leisure trip. I'm not a big fan of beach resorts -- I'm more of a city guy -- but the JW Marriott experience went a long way to converting me. There is a refined, mature luxury at the JW. The acres of marble and heavy carpeting within the hotel must help to set you in the mood to enjoy yourself. Even more so, the pool and beach front areas are blissful.
With most large hotels, the location of the elevators at the JW are a bit exasperating because they are so far away from the check-in front lobby. But that is a minor quibble. Once inside the room, all is forgiven. The large bathroom is wonderful with double sinks, separate toilet, shower stall and separate bathtub. (The bath tub is not a deep soaking tub unfortunately.) Large closets with major space for the hoarders line the hallway. The true king size bed is comfortable. I thought the pillows could have been bigger and more plush but they were adequate. The view onto the azure ocean was dream-like. The terrace was of decent size for 2 adults though not terrifically expansive. We had no issues with noise from the adjoining rooms or from the hallway. I suspect this had a lot to do with us being at the property in low season. (The resort next door to the JW is the Hard Rock Hotel and it had its grand opening. There was loud music both nights that we heard a bit too clearly in our room. We didn't mind too much. In the future, any light sleepers might want to ask for a room that faces away from the Hard Rock.)
Service of course was nearly impeccable everywhere. One night we had to turn away two chambermaids who wanted to offer turn down service. We tried to tip generously during our stay. The breakfast buffet at the Sedona Grill was expensive at nearly $30USD per person but the quality of the food was excellent. We also had dinner at Gustino, the Italian restaurant within the hotel and it was fairly good.

  • Stayed October 2012, traveled on business
    • 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.
Lewisville, Texas
Senior Contributor
44 reviews 44 reviews
8 hotel reviews
Reviews in 23 cities Reviews in 23 cities
56 helpful votes 56 helpful votes
3 of 5 stars Reviewed October 30, 2012

We traveled during a non-busy season. The staff at the JW Marriott was fantastic. They were very attentive and helpful. However the food is overpriced. The bed was terrible. Even the kids complained about the mattress. We had one replaced during our visit and it was not an improvement. The lounge chairs at both the beach and the pool need to be updated. They were extremely uncomfortable. The room was also either very cold or extremely humid. There was not an imbetween.
This hotel is not in a great location if you don't want to get taxis. The bus is easy to catch. There is a McDonald's within a 15 min walk as well as OXXO and 7-11. There are two seafood restaurants across the street.

We went next door to the Casa Magna Marriott for happy hour three times. Great drinks there. Why doesn't the JW have this?
I would not go back to the JW Marriott unless they renovated and updated the hotel.

  • Stayed October 2012, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 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.
MarriottCancun, Public Relations Manager at JW Marriott Cancun Resort and Spa, responded to this review, November 1, 2012
We appreciate you taking the time to write this review. We sincerely apologize for the disappointment you experienced with the mattress and the lounge chairs. Both comments have been taken care of by our Department Heads in the Housekeeping and the Pool Areas. We also appreciate your comment about the bar and we certainly will take it into consideration.
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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
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
#12 Spa Hotel in Cancun
#17 Top resorts Hotel in Cancun
#17 Luxury 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*
Number of rooms: 448
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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