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“A Ritz in name only...”

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The Ritz-Carlton, Cancun
Ranked #6 of 177 Hotels in Cancun
Certificate of Excellence
Reviewed November 8, 2013

My wife and I recently spent a few days at this hotel while on vacation in Mexico. Overall, the hotel is fine, if not a bit run down. The rooms are sparsely furnished and have clearly not been updated in years. We booked the hotel through the Amex Fine Hotels and Resorts Program, which was a steal and included free breakfast each day, a $100 resort credit, room upgrade, early check-in and late check-out. We also received the fourth complementary night.

All of the restaurants were way over-priced (ex. the average price for a single sushi roll was $22.). Although the restaurant by the beach was conveniently located, $25 for a side salad with some shrimp was way over the top. There are several good restaurants within walking distance of the hotel (Puerto Madero and the Crab House), many of which get good reviews online. I don't mind paying for a good meal, but the high price point was not represented in the food.

Otherwise, the hotel just seemed a bit old and some of the newer hotels in the same area, such as Secrets, looked modern, clean, and top tier.

Some nitpicky things:
- Each room comes with a nespresso machine, but in the fine print it says only two of the pods are complimentary during your stay. This was the first time time I have seen that in a hotel, let alone a Ritz.
- The water in Cancun is not potable, but the hotel only provides like 2 tiny, complimentary bottles of water per day. Buying water at the hotel can be an expensive undertaking.
- Most rooms have beautiful terraces, but no outdoor light. Once it is dark outside, the terrace kind of becomes useless.
- The airport transfer through the hotel is ridiculous. Go online and book a car service with one of the many reputable companies in CANCUN. If you speak Spanish like my wife and I, you can just get into a sitio/authorized cab and be on your way.

Room Tip: There is a pharmacy less than a 90 second walk from the hotel's main entrance. Buy you sunscreen...
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  • Stayed: November 2013, traveled as a couple
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3  Thank Craig S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed November 4, 2013

We returned yesterday from our honeymoon in Cancun, and we had a wonderful time staying at the Ritz-Carlton! This was our first trip to Mexico, and stayed at the Ritz-Carlton knowing that we would be in capable hands. We experienced excellent and friendly service from the moment we stepped in the door, and couldn't have asked for a more relaxing trip. It may have been the time of year, but we felt as if we had the resort to ourselves much of the time--plenty of peace and quiet at the pool, beach and every restaurant. The staff was extremely attentive--especially our daily maid service! Our room was spotless--down to folded clothes and patio door windows washed--every morning. Our turn-down service did the same thing for us, and it was wonderful to relax and have someone pick up after us for the week.
The beach was perfect! Comfortable lounge chairs with free umbrellas available and a server whenever you were ready for food or drink.
We would definitely also recommend participating in the baby sea turtle release if you are there during the right season. It was a lot of fun to be a part of that.
We loved the dining, as the food at each restaurant is fantastic. We never made it to Fantino, their fine dining, but very much enjoyed the food and service at The Club Grill and the Lobby Lounge/Ceviche and Sushi bar.
The Ritz-Carlton was a wonderful experience, and I would recommend a stay at this location to everyone looking for a relaxing trip with fantastic service and accommodations.

Room Tip: We stayed in an ocean view room, and it was spacious and comfortable. It seemed as if all of the ro...
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  • Stayed: October 2013, traveled as a couple
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1  Thank Amy K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 4, 2013

This establishment was an unfortunate mistake my partner and I made when seeking a little R & R in sunny Cancun. Rest and relaxation were difficult to come by in what is surely the noisiest hotel we've ever stayed in. Each room has heavy wooden doors and door frames with nothing to soften the sound of the closing door, no buffers, no pads, no rubber, no foam strip, no cushioning, nothing but the sometimes jarring, sometimes shocking but always noisy slam of heavy wood on heavy wood, from early morning until late as both guests and staff frequently go about their business. But wait, there's more. As if the hallway slamfest weren't enough, within each room there are 5 more doors: bathroom, toilet stall and 3 closet doors, all heavy wood, all without buffers, creating, at times, a clamorous cacophony of closing doors no paying guest should have to endure ( oddly, there are no doors on the cabinet under the sink or vanity for toiletries, just a faux facade that fell out onto the floor when touched, revealing construction debris left behind when the hotel was built, probably decades ago.) Additionally, there is a sizeable gap between the floor and room door, in fact, it seemed the entire door was loosely hung because, at night, you could see the door's rectangular outline from the light streaming in from the hall. This enabled guests to hear the many conversations of other guests walking and talking in the hall, the electronic buzz of the walkie talkies carried by security staff as they make the rounds, as well as the day and night-long staccato rhythms of Latin-American Spanish, as spoken by the many, well-trained, friendly employees.
It's a mystery how this glaring design flaw survived the notice of the Ritz Carlton Hotel Company. Presumably, no one from the hotel chain ever stays there. Perhaps they find the rest and relaxation elsewhere. If it's peace and quiet you seek, you won't find it at the Ritz Cancun. Slam!

  • Stayed: August 2013, traveled as a couple
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4  Thank Marvin D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 31, 2013

We stayed here on a business conference so we did have an all inclusive experience. The hotel was well run and the service by and large was very good. It's a large property and is low rise - but from the road it does look like a prison complex! Our room was a lovely ocean front room.
Cancun could be just about anywhere but the Ritz Carlton experience was good.

Room Tip: All rooms have some kind of sea view but ocean front rooms are best
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  • Stayed: October 2013, traveled on business
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2  Thank LondonTravellerplus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 30, 2013

I chose the Ritz as my destination in Cancun based on its reputation as a brand, especially when there were so many All-Inclusive hotels to choose from. The Ritz is not All-Inclusive. To begin, our first night there we stayed on property for dinner. Service was horrible! Had to ask an employee to send a server to our table after never being greeted. Four of us were dining and all our food came out separately therefore not able to eat together in addition to much of the food being cold. We did not have much choice of our dining choice as the majority of the restaurants on property were closed or rented out for a private event. Isn't that what event space is for? Anyways, we had Club Level access, and not always easy to make our way to the Club Level as on the actual Club Level the were replacing the carpets and I was stepping over construction workers. Not to mention the condition of the hotel, stain all over the carpet. I guess that is why they were replacing it. But odd to find our way around and over construction workers. The tipping point was when there were children's running allover the Club Level in their pajamas and on their cell phones and had their feet up on the tables. To be nicely dressed for a cocktail before dinner (off site of course after the night before) it was a little alarming that the Club Concierge just sat there chatting with another employee while things were a bit amuck for The Ritz Carlton Club Level. Unfortunately, we did not have the best weather when visiting. My guest and I decided to make a rainy day better with cocktails and a game of cards. When I went down to the front des and asked if they sold cards on property, the front desk help told me "the only cards we have are in kids camp and you cant use those". I then asked if there was anywhere on property when I can purchase some, she told me "no, and I would have to walk about 10 minutes down the street to get some". In the rain?? No. So, my guest and I gave up on the idea of cards and wandered over to the gift shop to purchase souvenir gifts...wouldn't you know, the gift shop RIGHT BEHIND the front desk helps carries cards. A little disappointing that the front desk help did not know that and her alternative was to send me down the street in the rain. Finally, upon check out, no one asked how our stay was and I must say for The Ritz smiles were minimal. Although I have had past experience at The Ritz that were outstanding, I would DEFINITELY AVOID THE RITZ CANCUN!

Room Tip: be sure and get a beach front view the other side is not very appealing, it is worth the extra cost...
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  • Stayed: January 2013, traveled with friends
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12  Thank Snoopia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 25, 2013

This was our first visit to Cancun but we have stayed at Ritz Carlton properties in America on a number of occasions. Our room had an ocean front, i.e., full, view, which was well worth the modest daily supplement.

The service was beyond compare. There is no need to elaborate; it was just magnificent. Everywhere. Nothing was too much trouble.

Housekeeping maintained an excellent standard, serviced our room early each day and responded to requests immediately.

We ate at all the restaurants. The standard was uniformly high, the food delicious and sophisticated.

The General Manager, a charming, gracious man, very kindly invited us to his cocktail party one evening, at which all members of management genuinely wanted to know their guests' opinions on all aspects of the hotel.

The one thing that let the property down was the swimming pool area, which lacked sufficient planting and therefore appeared too "hard" and the pool itself, which was shabby and in a state of disrepair in places and therefore appeared to me to be rather grubby. The Jacuzzi was too shallow. Each day staff would bring round iced flannels, home made real fruit ice lollies and fruit drinks.

We booked a package from the Ritz Carlton website, which included a $100 a day resort credit. It represented remarkable value for money.

Overall though, we'd have no hesitation in recommending this hotel, whatsoever and will return.

  • Stayed: October 2013, traveled as a couple
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2  Thank KGJLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 20, 2013

I stayed at this hotel when it first opened back in 1996.Back then,it was one of the largest, most elegant hotels in Cancun at the time and still is. We stayed here again, for my daughter's wedding (she is a permanent resident of Cancun) last year. The service is still terrific as I remembered it. The staff is friendly and helpful and you will never be kept waiting, whether its at the front desk or outside waiting for a taxi. When you walk in you are greeted by a magnificent lobby, adorned with beautiful art and wonderous colors. The view from the lobby of the ocean is fantastic.
The pool area is magnificent with 3 pools, however, the beach which was eroded by a major hurricane in 2007, is not what it once was, in front of the hotel, however is being fixed slowly. The one thing is that the rooms do need upgrading, its obvious by the CRT TVs (tube TVs) still in the armoires in the rooms. The carpeting in the hallways has been rejuvenated, but the carpeting and furniture in the rooms still is reminiscent of what was there in 1996. Located in the hotel zone, its very close to everything, and is truly what Ritz exemplifies. Overall, I would recommend this hotel to anyone who would like good service, great location, and a terrific feel of an upscale hotel in Cancun. However, be ready to pay for it, as the rooms are not inexepensive. The service for my daughters wedding was tremendous, and although it began to rain 30 minutes before her beach ceremony, they pulled everything inside quickly, set up the event and it was great. One downside was that some of the food was not all that good, and it was not the selection that was the problem, it appeared to be the quality of the food itself. We chalked it up to the fact that they had to bring everything inside and it had been sitting for a while. Other than that, I would recommend this to anyone who is getting married, going on a honeymoon, or just wants to enjoy the luxury of a quiet Ritz hotel. This is NOT a spring break hotel, so rest assured you'll have no screaming, drunk 20 somethings ruining your quiet reading, or taking sun and a drink by the pool. Its a big hotel, and easy to get lost in, but once you get your bearings, you'll find great restaurants, nice bars inside and out, and good people willing to help you out.

Room Tip: If you can get a corner room, you will have two balconies to sit on, sun, or just enjoy your morning...
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  • Stayed: November 2012, traveled with family
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5  Thank Rotex29
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Ritz-Carlton, Cancun

Address: Retorno del Rey #36 | 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 Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#6 On the Beach Hotel in Cancun
#6 Top resorts Hotel in Cancun
#6 Luxury Hotel in Cancun
#6 Spa Hotel in Cancun
#7 Family Hotel in Cancun
#9 Romantic Hotel in Cancun
#20 Business Hotel in Cancun
Price Range: $312 - $1,135 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Ritz-Carlton, Cancun 5*
Number of rooms: 363
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

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