The JW did not disappoint. This was our second visit to the JW this year. We came back based on our last positive experience. This visit we upgraded to the Luxury Suite, which offers more space including a den, balcony for dining and an extra large bathroom. The staff was once again extremely helpful with our Day Trip request and Dining Experiences. We enjoyed a lovely meal on our balcony dining table which the staff set up for us. We also booked a Day Trip through the Hotel after consultation with the staff as to the most appropriate experience for Children ages 10 & 8. My kids loved the Smoothies and lunches by the pool. The service Pool Side is very attentive. Don't let the luxury label scare you away, there are plenty of deals and promotions which make the JW competitive in price. We scored a Fourth night Free plus $200 Hotel Credit. We have stayed at 5 different Hotels in Cancun over the past 6 years and the JW has been our best experience and new home for visits to Cancun.

Nice pools, great beach, good restaurants (although the Marriott next door has better restaurants)

I live in Marriott properties - at the JW in Stuttgart, Hong Kong, San Jose, CR, Austin and the Renaissance in Suzhou, China. As a gold (almost platinum) member, this JW was a little disappointing. They charge everyone for club lounge access and do not expect an upgrade.

The proximity to the Hard Rock is not a real problem. Yes, you can hear the music in the evening, but at least on my visit, it stopped by 10 PM. I was in a suite facing the HR and closing the patio door was enough to regain the silence.

Complaints about the checkout are very real. Expect the process to take at least 30 minutes. Only one person working the counter in the morning. Then there were unexpected charges such as minibar. Finally a manager was called (Claudia Romero) and made all kinds of excuses for why the charges were valid. I pressed further and she stated that "maybe someone made a mistake". Finally a very flustered Ms Romero admitted that "you have to understand, this is how we make our money".

Expect the worst a checkout and allow enough time to deal with what appears to be an ongoing scam.

We just returned from a 6-day trip to the JW. We found that the on site amenities (albeit priced in line with a 5 diamond resort) were great for our family with two small children. The kid pools were great, we never felt like we were intruding on the good time of adults or older children with our noise or splashing. The pool attendants were quick and very courteous.

Must do the Club 91! Great value for us, and after eating without the plan for one day, we'd spent twice as much with a better variety at Club 91. Perfect for children, as the servings are small, the options change daily and they can try a number of things.

Only drawback was the front desk service. I wasn't getting a straight answer on my room credit and didn't get the credit for my return shuttle service (as its included in Club 91). We had some noise issues that could have been handled better, but in the end, this may be typical of other area resorts, but as a Marriott Gold member, this was inconsistent with the JW brand. On a side note, the bellmen and other attendants were fantastic.

Valuate a 5 star hotel is not the same as valauting a 3 star. So, before you keep reading, be advised that i'll be rigorous with the service, as they are charging, a lot, for their own self titled, great service.
The point is that not all employees are really there to help. I had two problems in the front desk, for example.
The room is spacious, very well decorated and equiped. There's a flat iron and an iron. There's also a safe. In the bathroom are two sinks and a very nice mirror. The bath is separeted from the shower. There's four towels every day and they're changed two times a day. The room service also happens two times a day. Your bed is made for the sleeping on the second, with a lot of care. Is the kind of service that worth the money you pay.
The hotel is in front of the sea and had a lot of palapas. As we are on low season, we can choose anyone everyday. In the great pool you'll have more palapas and chairs. Very good place.
The service on the pool varies. On the first day we were very well and quickly attended by Jorge. I asked him how should i get the towels and he said that they'll be there with us in a minute. So it happened. Very good.
On the next days he was not there and we had a slow service. There are not much waiters so it became very slow...
When i asked in the front desk for another kind of pillows (the only one they had was terrible) they said me that that one is the only they had. The point is that when I booked they gave me options about the quality of the pillows. And you order some. But when you arrive, they simple say that that was the only choice. I dindn't like the pillow and my quality of sleeping was too much better on the Courtyard, in Miami for example.
The second point is regarding the front desk. I asked for the attendent for a knife, a fork and some ice. What does she told me? Call 0 in your room. Ok, she might be advised me about this option, but why not call HER to the room service in the first time (as Jorge does) and them advise me about the option? I don't think she receive this training from Marriott...
By the way, excluding the problem on the front desk and the quality of sleeping (that is not so good as it should be) this is a very nice place to stay. If it was a 3 star, the service was just fine. But being a 5 star (and charging for it) they have to improve a little their service. That's why I don't gave them a 5 star rating.