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“Beautiful hotel” 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
Contributor
19 reviews 19 reviews
3 hotel reviews
Reviews in 10 cities Reviews in 10 cities
4 helpful votes 4 helpful votes
“Beautiful hotel”
4 of 5 stars Reviewed 5 weeks ago via mobile

This hotel is beautiful. The grounds and pool are well kept. They were constantly working on painting and freshening up the exterior while we were there. The staff were all helpful and extremely pleasant. One gentleman, Gilberto, even gave my son his soccer ball to play with because we couldn't get his ball filled. The poolside food was really good but a bit expensive. The only issue we had was with the bathroom. The doors to the bathroom and to the toilet were partially frosted glass. They weren't very private. Other than that, we had a great time.

Stayed August 2014, traveled with family
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarriottCancun, Hotel Manager at JW Marriott Cancun Resort and Spa, responded to this review, 3 weeks ago
Dear rotties410:
Thanks so much for your warmest comments and for choosing JW Marriott Cancun!! I´m so happy to read that you enjoy your stay with us, thanks so much for noticing Gilberto, I will let them know personally about the great comments you have made on this review, also thanks for your feedback regarding the bathroom I really appreciate your comments and opinions because is the only way to improve. Many thanks and we will be waiting for you .
Warnest Regards
Manuel Magaña / Hotel Manager
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2,004 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 (373)
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Toronto
Top Contributor
101 reviews 101 reviews
41 hotel reviews
Reviews in 76 cities Reviews in 76 cities
31 helpful votes 31 helpful votes
5 of 5 stars Reviewed August 24, 2014

Another great Marriott stay
We love this complex and find staff extremely accommodating and always willing to assist in finding great restaurants and thinks to do out of normal
Great value and superb room made our visit special
See you soon on our next visit

Stayed September 2013, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarriottCancun, Hotel Manager at JW Marriott Cancun Resort and Spa, responded to this review, 3 weeks ago
Dear DRHIND::
I am pleased that you enjoy your stay with us! Thanks so much for choosing JW Marriott Cancun and it will be a pleasure to host you again in your next visit.
Sincerely
Manuel Magaña / Hotel Manager
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London, United Kingdom
Top Contributor
80 reviews 80 reviews
20 hotel reviews
Reviews in 22 cities Reviews in 22 cities
50 helpful votes 50 helpful votes
4 of 5 stars Reviewed August 23, 2014

We as a family have just returned from a two week stay at this property-check in was straight forward without queues infact our entire stay was without any queues be it at concierge front desk or anywhere else.We were on the 11th floor with a suite attached to a double room these were both very good sizes very clean and a gorgeous seaview.We never had any problems with cleaning and towels everything was impeccable. The hotel consists of a few pools which were lovely and warm the pools and grounds are kept immaculate the sunloungers are new and very comfortable!
The pools are surrounded by plentiful loungers but we found alot of them were reserved first thing in the morning which is fine because there are ample to go around, what we found odd was the cabanas and the amount you have to pay to use them they charge 75 us dollars per day! and the pool chap that is incharge of them needs some training in customer service although all the staff are great at this property this guy not so-our four year old son late one afternoon decided to sit on one of them and this chap ran over to us like a nutter shouting is that your child get him off there you havent paid for it blah blah REALLY ?? hes a small child ?? we are on holiday he was there for all of about five mins before this chap decided he was going to have a hernia over it GET REAL! i understand rules are rules but really a small child?? five mins ?? what was this man thinking he was going to do there?? so not impressed.
Although there was alot of seaweed on the beach the staff did a good job with its removal and keeping the beach area clean,the sea here is beautiful and shallow for quite a way in.
The property itself is lovely but beginning to look abit tired-the food was average and extortionately expensive i have travelled the world and found the price for breakfast here to ridiculously expensive for what you get if its not included in your room walk across the road the eateries are a fraction of the cost.
The hotel is in a great location a 5 min bus ride away to two malls that have some great eating places and a further 10 mins into the town centre with nightlife if thats what you fancy.
The hotel restaurants are fine but again very expensive theres a la habichuela and puerto madero down the road where the food is excellent and half the price of the hotel restaurants.
If you have children the sister property next door has a nice little kids club which you can use.
All in all i would stay here again it was once probably worthy of five stars but is looking tired so def needs abit of a refurb.

Room Tip: Try to get breakfast included in your room !
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  • Stayed August 2014, traveled with family
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarriottCancun, Hotel Manager at JW Marriott Cancun Resort and Spa, responded to this review, 3 weeks ago
Dear anaher5:
I´m so happy to read that you and your family enjoy your stay at JW Marriott Cancun, You’re right, the views from the room are stunning’s! It nice to see you had the time to enjoy our brand new beach chairs! There’s nothing more relaxing that enjoy the beautiful turquoise water of our Mexican Caribbean with a “ Piña Colada” in this comfortable brand new beach chairs don’t you think? Thanks so much for noticing the staff, they strives every day to create unique experiences with all of our guests they will appreciate the recognition, regarding the issue with the cabanas I’m so sorry that you experimented different service levels during your stay, as I mentioned before we always try to provide excellent service, our Director Of Operations will personally take actions and continue training our staff. As you mentioned before the hotel is very well located with a bus stop just a few steps from the main lobby, talking about the food cost most of our food is imported from USA, for quality purposes and our prices are on line compared with the competition; Thanks so much for your feedback ! Is nice to see you got the chance to visit Our Kids Club, and I very proud to let you know that we were ranked number 1 in a USA today roundup of the 10 Best Beach Resort Kids Clubs!!!! It will be a pleasure to welcome you again in further trips to Cancun,
Best Regards
Manuel Magaña / Hotel Manager
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San Francisco, California
Senior Reviewer
9 reviews 9 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
72 helpful votes 72 helpful votes
5 of 5 stars Reviewed August 22, 2014

Beautiful hotel, well kept, excellent staff (very friendly and helpful), comfortable and clean rooms. The only downside is the cost to eat there...breakfast buffet for 2 kids and 2 adults was about $100 per day- Restaurant eating (sedona grill) for dinner was $200 for small portions and not very tasty food. Drinks down in the lobby bar will run you about $15 for a martini...so not cheap. But if you can eat out, which can be hard to do w/kids- then you can save quite a bit. We found it cheaper to order room service for breakfast because all we wanted was a basket of sweet bread, a pot of coffee and 2 hot chocolates..which even with the room service fee, was cheaper than all of us doing the breakfast buffet. Eating at the boardwalk cafe, while at the pool also added up quickly- but with hungry kids after swimming all day it almost becomes a must! We would return to this hotel, but perhaps look into the all inclusive cost, which I believe they do have....

  • Stayed August 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 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.
MarriottCancun, Hotel Manager at JW Marriott Cancun Resort and Spa, responded to this review, 3 weeks ago
Dear VidalocaSF:
Thank you so much for your warmest comments , I´m glad to know that you and your family had a great time in our beautiful Mexican Caribbean , About the food cost I would like you to know that in order to maintain the high quality in our restaurants, most of our food is imported from USA and our prices are on line compared with the competition; however I appreciate your comments and it will be a pleasure to welcoming you again.

Best Regards
Manuel Magña / Hotel Manager
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Washington, DC
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed August 20, 2014

Came to the JW for a few night's get-away and lounging on the beach. We arrived by 11am and they were more than willing to accommodate us for an early check-in. Everyone around was wonderful and very friendly. Resort is a beautiful property; great pools. If you are without kids, make sure to find the adults only pool. Not just because its only adults, but it's on a more quiet side of the resort.I highly recommend getting the package with the morning breakfast buffet. Great selection of foods, including authentic Mexican! I tend to not be as much for the vastly commercial places, but when you need an easy in, easy out get away on a beautiful beach looking at crystal clear water, where everything was there for you and you didn't even need to leave the resort if need be, this was the spot!

One warning! Make sure not to get sucked in to listen to the Marriott Vacations spiel. I was actually interested as I am in deep in the Marriotts Rewards. But some of the sales people were downright rude and the pricing structure was outrageous.

Room Tip: All rooms have some form of an ocean view!
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  • Stayed July 2014, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Rooms
    • 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.
MarriottCancun, Hotel Manager at JW Marriott Cancun Resort and Spa, responded to this review, 5 weeks ago
Dear ZenDivaDC:
I´m so pleased to know that you enjoyed your vacations at JW Marriott Cancun. Glad you had time to enjoyed the adult pool and just relax all day admiring the blue turquoise waters of the Mexican Caribbean sea. I´m so happy to read that you enjoy Sedona Grill breakfast! And you are right; we do have a lot of authentic Mexican food options! Hope we can welcome you again.
Sincerely,
Manuel Magaña / Hotel Manager
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1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed August 20, 2014

Absolutely no complaints about the venue. Beautiful pool area, very tentative Staff. This hotel is not all inclusive unless you opt in for the club 91 option. I rather non inclusive as I like to go out of the resort for eating. I'll definitely go back to the hotel and Cancun.

Stayed August 2014, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarriottCancun, Hotel Manager at JW Marriott Cancun Resort and Spa, responded to this review, 3 weeks ago
Dear Rai R:
I am glad that you enjoy your vacation with us, thanks for choosing JW Marriott Cancun and your warmest comments noticing the staff, I will let them know personally . Hope we can host you again in your next trip to the Mexican Caribbean.
Sincerely
Manuel Magaña / Hotel Manager
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Cary, North Carolina
Senior Reviewer
8 reviews 8 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed August 19, 2014

We just got back from staying a week at this hotel, and I must say the location was nice and the hotel itself around the grounds, lobby, pool areas were well maintained and employees always working pick up trash and getting you drinks, the staff was wonderful. The only problems we had was our room, we checked into room 438 (JW Suite) and a suite price to only find that we were above the smoking area and the only view we saw was the top of the Sedona Grill couldn't even see the sun rise each morning, be careful checking into rooms around the 4th floor as your view will only be the roof of the Sedona Grill and nothing else, these rooms will be by the Spa as they put it to sell you the room choice. Also the shower leaked so badly each time we used it that the towels we had went to pick up the water so that someone would not slip and or fall. Also the pull out bed was so bad that my daughter couldn't even sleep the 8 days that we were there, the springs were awful, made a loud squeak noise each time she moved and dented so badly in the middle that there is no way that (2) people could even sleep in this bad, hence we had to order a cot, which cost us another $20 per day!!! Again, nice hotel but overpriced, the food was good the buffet for breakfast at Sedona grill was wonderful and one of the best that I have had but again pricey. When we tried to contact management she and they were no where to be found! Seemed liked we were being avoided after several attempts to reach her by phone and going to the front desk. We did complain to HQ Marriott to get some money back since I was paying for an oceanview room suite and others had a lot better of a view than I had and paid a lot less and didn't even have a suite room. Again, the staff and the tentativeness was well above a lot of hotels, but after a while you are just made to feel like a number as they process guests in and out so quickly and the resort can be and did get crowded at times. We would not go back to this hotel, we are still in negotiation of a refund as we were offered an "upgrade" on our next visit to this hotel, we would not be coming back to this hotel or Cancun again! Nice area but changed since the last time we were there, too commercialized and too many vendors trying to sell you something all of the time. We are staying at another Marriott hotel in April 2015 and I am getting mixed reviews on that hotel also, seems like Marriott is going down hill. We may have to start going back to Hilton again, and the selling of the vacation club has to stop seems like they try to sell that to you at each and every visit. We got harassed with messages of a rep from the Vacation Club that wanted to see us, we were not interested. Still hoping that Marriott will keep my business as an Silver Elite Marriotts member and do the right thing, we will see!

Room Tip: Again upon check in ask for a high floor and nothing on the 4th or lower floors you will have no vie...
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  • Stayed August 2014, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Rooms
    • 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.
MarriottCancun, Manager at JW Marriott Cancun Resort and Spa, responded to this review, August 21, 2014
Dear Guest Ingrid Truitt,

Thank you for your comments posted on Trip Advisor about nice location, services and staff; Regarding your comments for room comfort, I can gladly confirm that we have considered your very value feedback for our improvements as for the Vacation Club personal, You might have the opportunity to see the changes done.

Once again we hope to have the honor of your visit to this Resort.

Sincerely,



Miguel Angel Flores C. | Gerente en Turno / Manager On Duty
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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:
#11 Spa Hotel in Cancun
#17 Top resorts Hotel in Cancun
#17 Luxury Hotel in Cancun
#18 Business 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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