Upon arrival the hotel is beautiful. They took a bit longer to get us checked in maybe because we declined to upgrade to the oceanfront view for an additional $50 extra per night. We waited an hour, got something to eat and came back to find we still had to wait. Check-in was at 4pm and with the hotel not being full I found it a bit disappointing that we were having to wait well past the check-in time allowed. So they decide to stick us beside the ice machine and we immediately ask the bellman to have us changed and he was able to get us moved down a few more rooms on another level. The view was decent but I honestly don't care that much about a view. The rooms were nice with lovely furnishings. The only thing I noticed that was a bit dated was the rug seemed a little worn but really everything was to my standard as far as the room goes.
The food...well, breakfast wasn't as good as I hoped. It wasn't terrible since it was included in my rate but I would never pay $50 a day for the breakfast there. It was ok but nothing to get excited about. I loved the nachos and the chicken wings at the pool restaurant. My husband also had the fish sandwich and said it was great! The drinks at the pool bar are expensive and that's fine but unfortunately a bit weak with the alcohol. Our bartenders were very friendly and attentive and always remembered our room number without asking over and over. The steak house was great! The Japanese restaurant had very good sushi and their other food was only average. The Thai restaurant was terrible as well as Champions restaurant.
The pool was beautiful ad plenty big. The problem is there are rarely enough umbrellas so I learned to go down early (8am) to get one. By 9:30am they would all be taken. And I also noticed if people don't use the umbrellas or decide to leave their stuff to go do other things they just moved the umbrellas elsewhere (which we actually agreed with since it is only fair to those needing one). We were always there by 9am and always utilized them there so it wasn't an issue for us. Unfortunately they were only 5 or 6 umbrellas so lots of people were just out of luck. Get there early and stay at the pool area if you want an umbrella.
Check-out was a bit disappointing. I asked if we could have a late check out of a additional hour (and I am a silver Marriott member so this is part of the "perks") but they told me no. They took a few minutes to ask everyone at the front desk and just decided after looking at my account, no. I'm not exactly sure why they declined since this is supposed to be one of my perks as a silver member but I didn't argue about it. If they truly cared about who I was and wanted to know that I had 48 nights with Marriott this year the they would have taken more care to review my account. Another added bonus was 25% off at the restaurants and numerous times I had to notify my wait staff that the bill was not correct and they had to adjust it. For that I always knocked their tip down 5% since they didn't take the time to even look. The bar staff always got it right but rarely did the restaurants. And lastly, maid service was good until the last couple days and the she got lazy after I left a nice tip and bragged on her. And she tried to charge us for something from the minibar when we never took anything from there. I called the front desk and after they continued to question me about what we might have taken she finally decided I must be telling the truth and removed it from my bill.
All in all it was an ok vacation but not up to my service standard of Marriott. The USA Marriott's do a much better job with the food and customer service. For Marriott I wouldn't recommend this to those expecting Marriott standards.
- Official Description (provided by the hotel):
- Discover Paradise. Powder soft sand and sparkling turquoise seas beckon travelers to the heart of the Mexican Caribbean and Marriott’s CasaMagna Cancun Resort. A legendary locale perfectly matched with Marriott’s commitment to service satisfies adventurous souls seeking to explore ruins or searching for serenity in the shadows of an ancient empire. ... more less
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- Also Known As:
- Marriott Casamagna Cancun Hotel Cancun
- Marriott Cancun
- Cancun Marriott