I have stayed at many RC throughout US and abroad. This facility, with outdated furnishings, incompetent staff and idiosyncratic policies does not deserve to be considered part of the chain.
The first issue we experienced was at check in. Almost every resort upon check in will provide hot, weary travelers with complimentary cold cloths, cool drinks and a snack. There was nothing upon arrival. It wasn't until we got to our rooms did we notice two beers in a bucket next to the honor bar. It was/is unclear if complimentary.
Second, RC is known for providing children with small sizes robes, children's toiletries, etc. There was nothing for our children.
Third, we requested set up for our baby. The mini crib that arrived was rusty and had hairs on it. We had to use antibacterial wipes to scrub down. On the plus side, the diaper genie which came upon request was nice but the bottle sterilizer was missing the wires, instructions and tank was not operational. In addition, I am thankful I traveled with a portable bath tub or else my infant would have been stuck.
Fourth, in one of our rooms a guest got sick. We requested a cot and was told we had to pay $50 extra a day. This was outrageous! We weren't bringing in any extra guests. We just wanted to insure that the rest of our family didn't get sick.
Fifth, we pre-reserved a cabana or casita for our stay. On the phone with the concierge, we were told it cost $167 each day and only fit two adults sitting and four adults standing. Thank goodness we didn't take the concierge advice and reserve two as we were pleasantly surprised when we found four lounge chairs in our casita. Essentially we felt the concierge was trying to purposely mislead us into spending extra money. In addition, the concierge became very difficult and told us it was preferred to rent casitas in 3 day increments. When I explained we only had 4 days at the beach he said fine. However, who says this to guests?
Sixth, we had additional troubles with the concierge: one member of. our party requested names of family friendly restaurants only to be told by him that he can only say if the restaurants are family friendly if we tell him the name. We didn't know any so he couldn't help. Another concierge suggested we go to the sushi bar on Friday nite for dinner. Imagine our surprise to show up and have it closed! When we went back to the concierge he stated he hadn't known and it was Food & Beverages fault.
Seventh, the lifeguards are putting ocean swimmers at risk. For the last four days I have observed them doing crunches, exercises, wax a surf board, chat with wait staff, guests, etc. There is no way I would allow a child to swim in the ocean with this type of lifeguard.
Eighth, last nite turn down service came at 9:30 PM. I have a room with two children and this is not acceptable.
Ninth , tomorrow there is a group who is renting out the entire facility. The resort has completely pandered to their needs and forgotten other guests that are here. We should have been notified that they are closing restaurants, using elevators for their usage, etc.
Tenth, lastly, there are things like no paper delivered to the room, free water, free coffee, free fruit, free wifi, etc. Accommodations like this really elevate a resort and make their experiences nice.
On the plus side, the beach and ocean are beautiful. The pool is the perfect temperature, the location is great.
All in all-- there is vast room for improvement and I would not recommend this hotel to any well-seasoned guest who is looking for a top notch resort.
- 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