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“Wonderful Stay”

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The Ritz-Carlton, Cancun
Ranked #4 of 181 Hotels in Cancun
Certificate of Excellence
Baltimore, Maryland
Level Contributor
42 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
“Wonderful Stay”
Reviewed March 1, 2014

My husband and I spent 6 incredible nights at this Hotel and loved every minute. I read every review before we went and some of them did make me worry a bit. Luckily the experience exceeded all expectations. Upon arrival we immediately were greeted with a smile and cheerful attitude. The check in was so easy. We had flown 3 and half hours from Baltimore where we left temperatures in the low 20s, We were in our gorgeous room by lunchtime changing in to our bathing suits and just rushing to get outside in the warm weather. I did take the advice of reviewers and emailed ahead of time and requested an ocean front newly renovated room on the 7th floor. They are going to start renovations on all other floors soon. Our room was so lovely and clean . Loved the covered balcony too. I have read about the coffee situation. Well, if you work out you can go to the really nice gym and they serve free coffee. The bathrooms there are fabulous, My hubby and I both enjoyed using the showers after working out. We also loved ordering a small pot of coffee from room service. A small pot served both of us 2 nice cups and was only 10 bucks and then you can enjoy watching the incredible sunrise on the balcony. The pools are heated which I just loved. We would usually go to the beach in the morning after having a yummy breakfast at the Café. Loved sitting outside. Later in the day I would come up to the pool for a swim. The ocean water was a comfortable temperature too. Did not rent a cabana, just wasn't something we thought we would need. We preferred sitting closer to the water and had umbrellas for shade if needed. Plenty of chairs, never an issue. The food in every restaurant outstanding. We ate in Fantino , I had mentioned the soufflés, I didn't know they were served in the Club grille only. Well, it is a Ritz!! Our waiter, Juan, ordered one for me, chocolate. Unbelievable. So of course the next night at the Club grille I had to have the grand Marnier soufflé. So good. The spa was the best spa I have ever been to. They treat you like you are the only one there. There is a personal valet who follows you throughout the experience. Take my word for it, book a treatment. It will not disappoint. My hubby booked a scuba dive thru the outfit on site. It was a nice trip, good boat and very knowledgeable divemasters. Do not hesitate to go to this beautiful resort. The staff is amazing , happy and seem to love working there which says to me that they too are treated well. That is important to me. Thank you to all of the staff for making our winter vacation very special.

  • Stayed February 2014, traveled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
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Helpful?
4 Thank debbiem17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Traveler tips help you choose the right room.   Room tips (493)
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English first
Toronto, Canada
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed March 1, 2014

Even though the staff was very friendly and helpful (only reason to make this rating a two overall) the hotel is very old and dated and it shows. When we first got there, they tried to put us in a room that was not what we booked (Oceanview) and smelled like an ashtray. A few days in we had a strong rain storm and water came into the closet getting all our clothes wet! Very strange since we were on the sixth of nine floors and in the middle so nowhere near a roof. Then three days with no hot water, just tepid. And then they started renovations work on the outside which meant a constant hammering that you can hear throughout the hotel.
All in all one of the most disappointing experiences and not worthy of the Ritz-Carlton brand.

  • Stayed February 2014, traveled as a couple
    • Value
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    • Cleanliness
    • Service
Helpful?
2 Thank TimToronto2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Executive Offic... T, Manager at The Ritz-Carlton, Cancun, responded to this review, March 4, 2014
Thank you for your detailed feedback. We greatly appreciate it and have used it constructively with our team. The service failures you have mentioned are certainly not indicative of the exceptional experiences our ladies and gentlemen strive to provide. Again we thank you for making us aware. If you would like to share any further details with our management team, please contact our Executive Office at +52 998 881 0808. Thank you very much.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Colleyville, Texas
Level Contributor
38 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed February 28, 2014

Super clean, quiet, good food, excellent service, beautiful beach, life guards...very few children. Friendly staff, took care of all our needs. Worth the money to rent a little shade house on the beach.

Room Tip: Ocean Front
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  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Texaslady6000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lexington, Kentucky
Level Contributor
15 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed February 26, 2014

We've had the opportunity to stay at many Ritz locations, and agreed this was our favorite. Every staff member we encountered was outstanding. The hotel lobby / pool / beach / restaurants are spectacular. The building is large without sprawling. Meeting rooms are convenient; the beach is easily accessible and spacious. Everything was cleaner than clean.
The only drawbacks were lack of counter / shelves in the bathroom, and ridiculous internet charges. (Why do expensive hotels EVER charge for internet, it should be included!?)
Food was delicious and somewhat pricey. Try all the different ceviche options - yum!

Room Tip: We opted for a beachfront room and really enjoyed the excellent view from the balcony.
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  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Sheila F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, IL
Level Contributor
56 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed February 26, 2014

A magnificent setting with beach access and the Atlantic right under your nose. The pastel curtained casitas fluttering in the breeze promote the dream like view from each balcony. There is no question, this is paradise but, alas, not perfect. What's up with the charge for more pods for the in room coffee machine after the first one? Tacky! We tipped housekeeping well and asked for additional on a daily basis, so no need to make a trip to purchase from hotel shop. Come on, folks, this is a real and unnecessary hospitality negative.

Our two adjoining partial ocean view rooms were nicely appointed, very clean and with comfortable beds. The presentation of welcome drinks as well as a bottle of wine and birthday pastry for our 8 year old were much appreciated on our arrival. However, we did have to call down and remind staff that our welcome drinks had not arrived after an hour of waiting, whereupon they were delivered along with the wine and pastry. For the most part during our stay, service was exemplary, with just a few exceptions.

Food and drink costs are inordinately high. Could be the safety factor due to the water filtering system throughout the entire hotel and the obvious care taken by staff in preparation are the why and wherefore of these exorbitant prices. The Casitas Restaurant overlooking the beach was great for lunch, recommend those yummy fish tacos and the gold margarita. However, at dinner, the bumbling maître d (talking on his cell phone the entire evening, while seating people) made for uneven service with long waits for food. Management - heads up here! If you are with children, don't let the server order the kids food first, with the adult food taking more than an hour later to arrive, a nonsensical approach with no advantage.

First night dinner at The Club was divine. Service and food exceptional with a surprise presentation of chocolate truffles after dessert when a 12th anniversary was mentioned to our server. The grand Marnier soufflé went down real easy. Nice weekend option of Kid's Club for the dinner hour to allow for an adults only dining experience.

Kid's Club every afternoon for our three boys who took to it fabulously with Carla, a most competent and sweet young lady in charge there. We had mornings at the pool and beach with the boys and then off they'd go at noon for room service lunch and an afternoon of movies, arts and crafts, swimming, then back to us at 4:00. This gave us all a truly relaxing and lovely warm week of 80 degree days in the sun, away from the dreaded polar vortex of Winter 2014.

Dinner on our last night was in one of the casitas which are converted to tiny private dining rooms for a lovely evening meal on the beach. The table was set beautifully with under lighting, very impressive. Dinner was ordered from Casitas, recommend the salmon and skirt steak. It was a perfect way to celebrate our final night in this gorgeous place.

Room Tip: Ocean front room balconies experience less wind off the Atlantic, with partial ocean view rooms at a...
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  • Stayed February 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank travelchat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Columbus, Ohio
Level Contributor
43 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed February 25, 2014 via mobile

While considering my comments on this property you should be aware of 2 things. First, we normally we prefer and choose to stay at a St. Regis properties over the Ritz (there isn't a St Regis in Cancun), because the staff at any St. Regis property is amazing, they don't they don't charge for silly things like coffee in the morning and each room is assigned a butler-- not to mention we are platinum SPG members and always get upgrades to suites. With that said, this property is a far cry from the "typical" 5 star hotel in Mexico. We've stayed at the Fiesta Americana (cancun) in the past and everything about the Ritz is far superior. The standard room accommodations, with ocean view, are lovely and have ample room. My only complaint is the balconies are small and offer no privacy. The restaurants are each a culinary delight, and have a staff that is highly skilled at providing fantastic service without becoming a part of your dining experience. Each of the restaurants have live music nightly, which provides an amazing backdrop to the setting. The beach and pool staff make the lounge chair selection an experience...each chair is positioned to provide the view or sun position you are seeking-- by day 2 they know if you want shade, a neck roll, a chair facing the ocean or sun and the approximate drink time schedule you set. They were a true pleasure. My biggest complaint is that coffee is not provided in the room with either a coffee maker or brought to the room by a butler as the St. Regis does..at no charge I might add. The did provide a coffee maker in the room and the option to purchase coffee pods for about 8.00. I know it's ridiculous, but every person I met at the "breakfast" restaurant purchasing a to go coffee was aggravated. First because it was an ordeal that took 10 min. Because the hostess had to escort each person to a small station on the breakfast buffet, where the guest added the sugar and cream. They then are escorted to the hostess stand to sign a check receipt for payment. Each person I met complained about to process and the charge...considering the high room rate. We all were shocked that a coffee station was not set up in the lobby for guest to enjoy. If it weren't for the ridiculous coffee policy...this was one of my favorite luxury beach properties in the world ! Primarily due to the fantastic restaurants, fantastic staff and live music. There was no reason to leave the property during our 5 day stay.

Stayed February 2014, traveled as a couple
Helpful?
2 Thank SFWolff888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pleasanton
Level Contributor
137 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
Reviewed February 25, 2014

The hotel property and grounds are beautiful and service is above and beyond. Pros: stellar spa, amazing service, breath-taking pool and beach, spotless grounds. Cons: rooms need updating, surprisingly skimpy with bath products, very pricey and mediocre meals. We stayed at the Ritz for the DH's conference - but costly food, drinks and other out-of-pocket expenses outweighed the pluses at this resort.

  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank notloy
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

Property: 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:
#4 Luxury Hotel in Cancun
#4 On the Beach Hotel in Cancun
#4 Top resorts Hotel in Cancun
#4 Spa Hotel in Cancun
#9 Romantic Hotel in Cancun
#9 Family Hotel in Cancun
#21 Business Hotel in Cancun
Price Range (Based on Average Rates): $$$
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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