I was so looking forward to returning to the Ritz after a very positive experience 4 years ago. And while it certainly remains a lovely property, it did not live up to the prior experience I wrote about in March 2007. There are plenty of current reviews that sing the Ritz's praises so I want to write about some of the downsides to my most recent experience, particularly in contrast to my prior stay.
First, while service is still very good, it didn't feel as welcoming or personal. Yes, Ritz staff is trained to greet you, usually by name, and that occurred but not with the enthusiasm and warmth we had experienced before. Of course, the property is well maintained and the rooms incredibly clean. However, the room furnishings, which were new 4 years ago, now seem somewhat dated. And for a 5 star property, what's with the old box style television (which wasn't working when we arrived and we had to call a technician to look at)? We had problems with internet access (and should it really cost $20 per day for internet access for one device?). While the staff was helpful in resolving the issues and comped some of the charges, it was still frustrating to have to call the business center a number of times over the course of 5 days to resolve the access problems. (Prior to coming to the Ritz we were at the Excellence resort and had absolutely no problems with internet access and were never charged for the service.)
While the beach area has actually improved (the beach is wider now), I found the high charges for the cabanas, "nice" chairs and umbrellas unreasonable. If you didn't want to pay for the beach chairs, the staff pretty much ignored you. Indeed, I felt like the "extra" charges were excessive. In another example, the hotel provides a nice Nespresso machine in the room. However, it only supplies two pods (one regular, one decaf) after which you have to pay $5 for two pods. While we can certainly afford that, it seems petty not to absorb those charges and supply coffee refills daily. Maybe I had a heightened sense of this because of our stay at the Excellence earlier in the week where everything (including top shelf alcohol, in room coffee, beach chairs, internet, etc.) was included. However, I've stayed at plenty of nice hotels and the Ritz just seemed to be piling it on!
Despite these negatives, the Ritz remains a very nice hotel. Every time we had an issue, the staff dealt with it promptly and courteously. It's just a shame that it couldn't meet or exceed the standards that were in place 4 years ago.
- Official Description (provided by the hotel):
- Considered one of the most elegant resorts in the world, The Ritz-Carlton, Cancun, reflects Mexico's rich architectural heritage in an atmosphere of magnificent sophistication. Minutes from many lively and leisurely attractions, our Cancun hotel resort features 363 guestrooms overlooking the sea, a 1,200-foot beach, sculpted outdoor swimming pools, a full service Spa, an impressive Culinary Center and award winning restaurants. ... more less
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- Also Known As:
- Ritz-Carlton Cancun Hotel Cancun
- Cancun Ritz Carlton
- Ritz Cancun