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“Excellent Hotel, pretty expensive, but great service and quality” 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 #19 of 172 hotels in Cancun
Senior Contributor
33 reviews 33 reviews
27 hotel reviews
Reviews in 26 cities Reviews in 26 cities
23 helpful votes 23 helpful votes
“Excellent Hotel, pretty expensive, but great service and quality”
4 of 5 stars Reviewed January 7, 2013

We stayed at this hotel with a very large group (22 family members) and were overall very happy with our stay. Check inn could be improved, and prices at times seemed excessive, for example for breakfast and WiFi. That said, service and attention from staff was outstanding. Food was great and the rooms very good and spacious. The beach and pool are beautiful and very well kept.

Room Tip: Rooms with ocean view are great of course, but the view of the pool is very very nice too, particula...
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  • Stayed January 2013, traveled with family
    • 2 of 5 stars Value
    • 3 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 (343)
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Long Island
Senior Contributor
25 reviews 25 reviews
18 hotel reviews
Reviews in 13 cities Reviews in 13 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed January 6, 2013

We stayed at the JW Marriott for 6 days between Christmas and New Years with our 2 teenagers (18 and 16). We actually received an extra night free, so even though the rat for the holiday week was expensive, with the extra night it wasn't too bad. From the time we walked in, every member of the staff was friendly and tried to be accommodating. We arrived at around noon check-in is 4:00), but the front desk people asked us just to have lunch and room should be ready soon. They were spot on, and we were out on the beach by 2:30. So after we checked out, the bell staff stored our luggage and other bags, and we stayed around for most of the day. We were told to use the gym facilities to shower when it was time to leave, and that worked out well. Overall it was a great, relaxing stay for us. It might be a little quiet for families with very young kids, but there were lots of them around the pools, and they seemed to be having fun. Would definitely recommend the JW if Cancun is your destination. A few specifies will follow:

Staff: Doormen were great - we didn't rent a car, so we needed a few taxis, and the guys at the door would have a taxi for us in a few moments. They spoke with the drivers and would tell me the cost for the ride (in both pesos and dollars). Housekeeping services went unnoticed, so that means they were doing their job. Rooms were serviced twice a day, and towels and amenities were replaced appropriately.

Beach/pools: We went to the beach every day, and never had any problems finding chairs or an umbrella. DID NOT have to go down to the beach at 6:00 AM to reserve seats, like at so many other Caribbean/Mexican resorts during holiday weeks. Wait staff on the beach were great; by the second day they knew us by name, and would bring us bottles of water, knowing that we would want them. Constantly checked if we wanted more drinks or food, and delivered it all pretty quickly. They also warned us of which areas in the water had less rocks or coral or stronger undertow. Pool area was beautiful, but pools are not as large as you might think from looking at the pictures. Some of the water is decorative, and not for swimming.

Food: Breakfast buffet is at the Sedona Grill and was very good. Probably 10 fresh juices to choose from, as well as pastries, fruits, omelet station, hot foods, and some Mexican and Asian stations (all at breakfast). There is also a deli counter in the sundry shop with donuts or pastries and a few sandwich selections, if a you want a break or a big buffet breakfast is not your thing. We also went to Gustino for dinner one night, and it was really terrific. The lobby bar was also nice for a relaxing drink or dessert.

Gym/Spa: Very well equipped modern place to work out. There was usualy a crowd, but there was always some machine available. You may need to use an elliptical machine instead of an exercise bike or treadmill, but relax - its vacation and little cross training is good for you anyway. The indor pool and hot tub are very relaxing, and we would unwind there in the late afternoon after being out in the sun all day. There are no little kids at the indoor pool so it is quiet.

Room Tip: Ocean?Pool views are best.
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  • Stayed December 2012, traveled with family
    • 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 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, Illinois
2 reviews
8 helpful votes 8 helpful votes
1 of 5 stars Reviewed January 6, 2013

Great hotel but with a very bad and rude front desk management. Booked the hotel directly with Marriott website under special marriott rewards rate. While booking I was promised for free breakfast, Free Internet, free upgrade if available and 20% of on dining, etc. We got the upgrade but were charged the difference ($100/day). Nothing else was honored. When I asked for the manager, it took them around an hour to have him show up. They kept on demanding that I need to have the print out of the reservation (I have been staying at Marriott's forever and never had to carry or print a confirmation). When I asked him to call Marriott booking/rewards, he completely refused. Matter never got resolved and I ended up paying for all that should have been included. Other big issue was they do not recognize Marriott rewards status etc. and have no one knows there anything about it.

Room Tip: Ocean Front Suites are the best
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Stayed January 2013, traveled with family
Was this review helpful? Yes 8
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, January 8, 2013
We are sorry for the problems that you experienced. As stated in the Marriott Rewards list, a few benefits do not apply in resorts like ours. We do agree that any doubts regarding the purchased package should be clarified promptly; we apologize for not doing so in your case. Our Front Office Director has been shared with your comments for improvements in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
Contributor
15 reviews 15 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed January 5, 2013 via mobile

We just returned from a week at the JW Cancun with our two kids, ages 8 and 5. The hotel is lovely. We had an oceanfront suite, room 502, which was also great. We've stayed at three hotels the hotel zone - JW, Westin, and Fiesta Americana Grand Coral. This was the nicest but NOT the best for kids. There are no resort type activities by the pool - no bingo, no games, etc. That's to be expected, I suppose, because it is a "resort" but it would have made our trip with the kids a little more fun. The kids club is at the Marriott next door and it is really for little kids - my boys would not even enter the room. I'm not bashing the hotel for these things, just letting people who are traveling with kids what it is like. The staff is great, everyone was super friendly and accommodating. My son was sick and housekeeping was quick and effcient while we were in the room. Because we had a sick child, we ate a lot of room service which was quick and not too unreasonable for service charge and gratuity. The beach restaurant menu was tasty and they were really accommodating about allergies and special requests. There is no coffee in the room so you have to go to the store for it. A large drip coffee costs $35 pesos which is $2.90 - more expensive than Starbucks. The breakfast buffet is $30 but kids under 5 eat it free. A toothbrush was $55 pesos - so, you get it. It's expensive like everyone else says in their reviews. There is a 7-11, across the street, also a Papa Johns and a McDonalds too. You can taxi to La Isla mall for $10 each way.

We went to Aqua World for a Jungle Tour, you can walk to the building and it might be less expensive to book there and avoid hotel commission charges.

JW is right next to the Marriott CasaMagna and you can eat at their restaurants and charge back to your room. All in all it is a great hotel, super pricey and not completely set up for kids but we all had a great trip.

Stayed December 2012, traveled with family
Was this review helpful? Yes 10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kansas City
Senior Reviewer
8 reviews 8 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed January 5, 2013

My husband and I stayed at the JW Marriott during the first week of December 2012. It was low season and the hotel was not crowded at all. Just the way we like it. This was our third time staying at this hotel and we have always stayed when there off peak. We love the pool area and how clean and tidy the pool attendants keep it. The thing we like the most about the pool is that they do not play any music. I want to be able to hear the ocean or just relax in quiet, and not hear loud, thumping music. Just walk next door to the pool at the Hard Rock and you will hear music that you can not escape from.
We ate lunch several times at the Beachwalk. Their cerviche is really delicious, and they have great salads too. The waiters there are friendly and attentive. Had dinner at Gustino's more than once and enjoyed the food and great service. We had a delicious fish soup and always enjoyed the little amuse bouche that the chef would send out. We were never disappointed with our dinners at Gustino's. We have been to Cancun half a dozen times now and there is one comment I would like to make. The beaches are the main draw for visiting Cancun. But over the years the beaches are becoming dirtier, littered with plastic and other trash. People want to walk on clean beaches, not walk among the trash in the sand. The beachfront hotels need to address this. We look forward to our next trip to Cancun and the JW Marriott.

  • Stayed December 2012, 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
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed January 3, 2013

There are lots of reviews on this hotel both positive and negative so let me sum up my experiences and give some suggestions in a concise manner.

The good:

Lovely location and property.Fantastic indoor pool for serious swimming,nice infinity pool outdoors for lazing around.The beach is somewhat uneven(given the hurricane recently,and attempts to rebuilt the shore using trucked in sand)so there are ups and downs in the sea level,but it is a fun beach to swim in with nice breakers to ride and surf.The gym is average for a more serious gym goer like me,but is perfectly adequate for most and the equipment looks new and well maintained.

Nice rooms:The rooms are spacious and have nice views of the ocean,the higher the floor the better the view, as it is for most hotels.The beds are comfortable,the bathroom nice,though they may have a few older looking fittings.Nice balconies to sit and relax on.

Manuel Lopez: A shout out to our wonderful bellman Manuel Lopez who had fantastic suggestions on what to see,where to eat,how to travel and more or less anything else about the Riviera Maya.Search for him and ask him for suggestions.

Wonderful staff: Even though they do not deliver the kind of efficient service we in the USA like to see(one needs to be a little more relaxed in a resort property and realize this is Mexico) the staff is genuinely warm and friendly. Chill out and don't be in a hurry,you will get ample time to do that back here.

Restaurants: Did not eat much at the JW,but the breakfast buffet at the Sedona is nice.What was nicest about the buffet is that they had some ten different types of fresh fruit juice, something I have not seen anywhere else.

The not so good:

I am a super-duper Platinum member,with more than a million Marriott points in my lifetime.However,I did not get anything except two coffees a day from the gift shop.No free breakfast buffet and definitely no lounge access like the Club 91.

The restaurants are better at the Casa Magna,even though it is expensive everywhere.

The check-in is slow and there is no seperate Elite line here.They made a hash of entering my room number in the system correctly which caused a lot of issues with internet access and signing with my room number initially.This needs to improve.However,the checkout was a breeze.

The New Year parties are boring and staid here.If you want action,head out somewhere else,like maybe Senor Frogs.

Suggestions:

The restaurants are expensive,eat outside at the MCDs or OXXO cheaply and get all you water and alcohol from there.There are other cheaper taco places,on the other side of the convenience store across from the hotel.There is also an Italian hotel,which has tasty wood fired thin crust pizzas,including a daily special for 99 pesos.These are very nice and not your standard Papa John grease wheel which is also across the street.Alternately take the bus to some of the malls or downtown Cancun to eat there.These buses are almost 24 hours and arrive every few minutes.If eating at the hotel,you will get discount coupons both in booklets and also from the hotel if you ask for them.

Do not take any tours,rent your own car and drive around.Parking is free at the hotel.It will also give you freedom, where to eat.You can always get good deals on rentals online,decline the CDW if your credit card covers for it,but take liability insurance since most credit cards do not allow for it.Gas is also cheap in Mexico.Pay visits to Playa Del Carmen,Cozumel,Tulum and Chichen Itza.If you enjoy the theme parks then try out the Xel-Has,XCarets and Xplors of the world.In all these cases your own car will be cheaper and more flexible than taking expensive tours as well as open up eating options for you.If you need a guide for say,Chichen Itza,take one at the entrance or better still pay less and join an existing group with a guide.An excellent money saving tip to go to Chichen Itza by car is to take highway 180(non toll) on the way out and 180D(300 pesos toll) on the way back in.The former is slower and passes through more towns but is probably more fun and saves you money.If you are going to return after it gets dark,please pay up and return on 180D.Otherwise you can even come back on 180.Remember to have your gas tank full before you get onto 180D,there are almost no gas stations on the way.

If you want to swim,remember the indoor pool which is really nice and the hot tub indoors. Otherwise the beach is fun to swim on.If going to Tulum,swim in the beach inside the ruins.The location is very spectacular.

Room Tip: Higher and more expensive,the better.
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  • Stayed January 2013, traveled with family
    • 3 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
    • 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.
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed January 3, 2013

We stayed here from Dec.26-Jan.2. We booked transfer services from the airport to the hotel thru the Marriott with Prestige. They were hard to find at the airport and were not ready and waiting. There were many people waiting for the service, and only 1 van. We had to wait for about 30 minutes at the airport for a shuttle. What's the point of tellIng them what time you will arrive if you still need to wait 30 minutes.
Once at the hotel the request for an early check in was not accommodated. We went and had lunch, then we got a room. Once in room 103 we noticed a smell like sewer. We called about that and a wet spot on the floor in our room. I wasted several hours in our room waiting for maintenance. Then an hour or two waiting for someone to come and move our luggage. The communication needs to improve between staff members. We were moved to the 6th floor- that room was great.
The outdoor pools are great and service at the pools is wonderful.
Sedona grill is good.
Mikado next store was ok - not like other Mikado's we have been to.
Champion's grill next store was not very good.
Argentina steakhouse next store was great!
Would be nice to have games for the kids- bingo, guess the song, volleyball, water balloons-
Room service was good.
The button on the phone labeled at your service was very helpful for questions and reservations.
We walked across the street to Aquaworld two days and did the Jungle Tour- do not do if you get motion sick. Had the best snorkeling on a reef ever! The second day we did wave runners - was a windy day, but in the lagoon was not too rough. Kids loved both!
Did a day at Isle Muijereles - we did the sea life adventure. Got in the water with a sea lion, manatees and dolphins. Was tremendous. Food and drinks included. Was a fabulous day! Highly recommend!
Took the bus(bus stop right in front of hotel) to Carlos and Charlie's restaurant - great atmosphere and very fun for the kids. Dancing, singing, balloon hats. Food was just ok.

  • Stayed December 2012
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 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.
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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
#12 Spa Hotel in Cancun
#18 Luxury Hotel in Cancun
#18 Top resorts Hotel in Cancun
#19 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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