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JW Marriott Cancun Resort & Spa
Ranked #12 of 181 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Idaho
Level Contributor
38 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Can't wait to go back!”
Reviewed April 6, 2013 via mobile

Just got back from a week here! Wonderful staff. We had the sand dollar package which was nice with free breakfast! It was great! The beach and pool are awesome. We toured some of the other close by pools and nothing was good as the JW! We only got turndown service once or twice all week but that was ok! The views are all pretty good here although I would try to get an odd numbered room! I think the north facing view is a little better! I went over my bill the night before we left and it was all correct. Had none of the checkout issues I've read about. My bro in laws room wasn't ready and they gave him the wrong room but German at the front desk made up for it the next day by putting them in a great room! All in all a fantastic week! Can't wait to get back!

  • Stayed April 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank footguy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (968)
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Buffalo, NY
Level Contributor
213 reviews
98 hotel reviews
common_n_hotel_reviews_1bd8 137 helpful votes
Reviewed April 6, 2013

I am basing this review on the experiences of myself and another couple we were traveling with in Cancun. In total there were 7 of us, both of us had upgraded to One Bedroom Suites.

We had stayed here three years prior, and felt our experience then was better, mostly from a service aspect. That time we felt everyone we met went out of there way to provide superior service. This time, there were a few of the staff members who did do a great job, but others not so much. We also both had numerous experiences where we made requests that were never fulfilled after being told things were on their way to the room.

I will say the hotel seemed to have a much higher occupancy this time, so i suspect that is one of the reasons for the difference. I also think the hotel has aged a bit, mostly the room itself seemed tired.

But other than those comments, the hotel is very nice, pool and beach area are beautiful, gym and spa are well equipped and nice for a hotel this size.

Other than my comment on the aged nature of the room, it was a good size, clean, great bathroom, two big balconies, and we always had turn down service, no issues there.

Concierge service - Veronica - was exceptional, she always offered great unbiased ideas for dinner.

I recommend the hotel, but do think it is not quite as nice as my previous experience.

  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank RobBflo1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Veracruz, Mexico
Level Contributor
21 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed April 5, 2013

Since the momento we steped out of the car/transportation into the Hotel, you are greeted by the friendly staff. That welcome did get us in the mood, we felt really good. Despite having asked for two beds, our room with one King and a pull out sofá was ok. A good sized room with everything we needed. The bathroom was very nice, big, as I like it.
From then on, every member of the staff we met was equally warm and helpful. This is something remarkable; I am Mexican, and somehow used to this, but of course this is something you really are grateful for.
The pool and restaurant área are clean and nice. plenty of space to sunbathe, relax or swim in the pool; despite being a high season, we did not feel uncomfortable. The bar service at the pool is also very good, and the waiters are constantly walking around the area, so you don´t really have to chase them whenever you are thirsty.
Brakfast is good and they offer a wide variaty of dishes. If you go during a higseason you might find the restaurant very busy, so try to avoid the peak hour.
there is a gift shop that very conveniently also offers snacks, salads coffe, muffins, coissants and several beverages, so if you are not the kind of person that craves for a big breakfast, this is the place!
In general terms, I would definitely recommend the JW Marriott Cancun, and mostly if you travel with your family. it is a family-friendly Hotel.
Something we did not like?, well, houskeeping could improve. Sometimes I would go back to our room some hours after going out in the morning, and find it still undone; maybe it was the very busy season, I would like to think that!.
Also, for some reason I called the operator from our room and it took several rings for them to answer, which is a bit uncomfortable.

Room Tip: Always call or e mail to make sure they know what your needs are in terms of room capacity; and be a...
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  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Esperanza V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greensboro, North Carolina
Level Contributor
591 reviews
246 hotel reviews
common_n_hotel_reviews_1bd8 165 helpful votes
Reviewed April 4, 2013

This hotel is beautiful, very clean, spacious, great views and facilities. Offers a nice health club, great selections of dinning and very friendly staff. Here's a few areas of opportunity; as a Platinum member you get no perks outside of free wifi thats limited to two devices. No special checkin, no concierge lounge, no thank you for being a Marriott Platinum member, nothing... As loyal Marriott Customer you would expect more. Secondly, some of the staff seemed to be preoccupied with phone calls and wouldn't address a customer unless they were interrupted. I understand Spanish well enough to know they were personal calls. This happened many times in the spa area and the concierge desk - hotel leadership should correct this as its not Marriott standards.

Overall, this is a great place, nice beach, spacious hotel located in a great area of Cancun. Marriott, please take care of your best Customers, pay attention to your Platinum members...

Room Tip: Stay in top floors for great views.
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  • Stayed April 2013, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Flyby0161
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
guadalajara
Level Contributor
34 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed April 4, 2013 via mobile

A beautiful resort excellent service and accommodations we were expecting crowds and prepared ourselves in advance to be patient but were wonderfully surprised by the staff. The concierge named Rogelio was excellent! his recommendations for the not so sunny days made our trip! But,,,, there is a terrible mob working at the pool the cabana boys, the waiters and towel staff are all involved in it, if you tip them good enough they reserve a good seat for you if not to bad!even if you are up at 8 am you can not find a seat. All seats are reserved by them for the sole purpose of getting a tip, this is outrageous as we made friends with other guests we found out we were not the only ones who noticed, incredible how come upper management has not noticed? But in retrospective we did have a wonderful time.

Stayed March 2013, traveled with family
Helpful?
4 Thank plaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
monticello, il
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 3, 2013 via mobile

My family stayed at this beautiful resort 3/16-3/23. I emailed the hotel several weeks before, notifying them that my daughter's friend with Celiac's would be staying with us. The head chef immediately emailed me to let me know they were very prepared for this type of food allergy. And they definitely were. I can't stress enough how impressed we were with the care the chef took in making sure to give us plenty of gluten free options. Gluten free pancakes, french toast and waffles were presented in a beautiful display each morning at Sedona Grill. We were given a gluten free menu for lunch at Beachwalk each day to keep for the week. G- free bread was available so she could have many types of sandwiches. They were constantly checking to see that we were happy with the gluten free options.

Our check-in was smooth and they were able to accommodate us with a room even though it was 10am. Rooms are beautiful and views are gorgeous. The pool is amazing. This is our second stay at this resort and the pool is one of the main reasons I won't stay anywhere else. No loud music or entertainment staff. Very relaxing. Heated to the perfect temperature. During our stay, we were lucky enough to have the flags on the beach changed from red to yellow. A rare sight for the beaches along the hotel zone. There was a large sandbar in the water and we were able to really enjoy the surf for the first time ever. Cancun's beautiful beaches and turquoise water will forever ruin vacationing in Florida for me. Once you see them, nothing else will compare. Our weather was perfect each and every day.

Highly recommend Fred's, Harry's and Ruth's Chris Steakhouse for dinners, albeit VERY expensive. Champion's at Casa Magna was a good quick dinner one night as well.

We've stayed at Westin Lagunamar, Riu Cancun, Hyatt Cancun Caribe, and Casa Magna in the past. I will only stay and JW Cancun from now on. Looking forward to our next trip. Thank you to the friendly staff at this amazing resort! The Mexican people are some of the friendliest people I've ever met.

Stayed March 2013, traveled with family
Helpful?
3 Thank livsmomMonticello_Il
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jericho, New York
Level Contributor
149 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed March 31, 2013

Just returned from 7 night stay at the JW Marriott; booked though American Express more than 6 months ago, as a platinum card member. Upon arrival, despite requesting two beds, was assigned to single room with pull out sofa (2 adults and 1 child); after much effort, we were able to obtain a room with two beds. Although we were confirmed to have breakfast buffet for all in our party, each day, this was not initially honored. Then the staff agreed with our confirmation. Breakfast buffet was great, as was wait staff. However, on check out, we were charged for the buffet (totaled over 500-); again, after much effort, charges were reversed.

Room was of large size, with comfortable beds, great view (as do most of the rooms.).

The biggest issue was HOUSEKEEPING. It was miserable; one day , despite leaving the room at 8 AM and returning at 430 PM, room was not cleaned. The housekeeper came by at 430 PM to offer "turndown service" on our unmaid/uncleaned room.

Asked for tissues both personally and via phone-- never arrived. Same for wash cloths each day-- requested but never brought up. Waste paper baskets emptied but not replaced with plastic bags.

Each day, after returning to a room from a day at the beach/pool or excursion, it was an ongoing joke between my wife and myself about what condition our room would be in.

I wrote a personal letter to the Manager and gave to the front desk clerk about housekeeping issues---- never got reply; Sent an email while on premises, without a reply.

Cancun was wonderful, and the JW Marriott has a beautiful property, but the service does not reflect a 5 star resort!!. Management must take responsibility, but clearly they do not.

We met a family who had their 3rd stay at the JW Marriott, and they too remarked how awful housekeeping was.

Book me a room at the Ritz Carlton next time!--- NB

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Neil B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarriottCancun, Public Relations Manager at JW Marriott Cancun Resort & Spa, responded to this review, April 3, 2013
We do our best to assign the requested type of bed when it was not confirmed at the moment of the reservation, however, in high occupancy seasons this might take an extra time to complete. We agree that all issues or requests should be taken care off promptly, and we sincerely apologize for not doing so in your case. The involved Department Heads are already working in reinforcing their procedures to provide a faster response to any of our guests’ requests.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about JW Marriott Cancun Resort & Spa

Property: JW Marriott Cancun Resort & Spa
Address: Blvd Kukulkan, Km 14.5 | Lote 40-A, 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 Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Business Hotel in Cancun
#11 Top resorts Hotel in Cancun
#12 On the Beach Hotel in Cancun
#12 Luxury Hotel in Cancun
#12 Spa Hotel in Cancun
#19 Family Hotel in Cancun
#26 Romantic Hotel in Cancun
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — JW Marriott Cancun Resort & Spa 4.5*
Number of rooms: 448
Official Description (provided by the hotel):
Welcome to the JW Marriott Cancun Resort & Spa, an oceanfront haven of unparalleled sophistication, impeccable service and warm Mexican hospitality designed for today’s most discerning travelers. Sumptuous comfort, chic residential styling and glorious waterfront views distinguish every room. Abundant taste marks every dining experience, from casual to elegant, and indulgent charm distinguishes each and every day. Relax on a spectacular beach kissed by the sun and caressed by the sparkling waters of the Caribbean. Stroll through traditional markets ablaze with color or listen to the lullaby of the ocean surf from your private balcony overlooking the sea. With its powdery sand beaches and ancient Mayan mysteries, Cancun will dazzle your senses ... more   less 
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Also Known As:
Jw Marriott Cancun Hotel Cancun
Jw Marriott Cancun Resort
Cancun Marriott

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