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“Traditinal Luxury with Marriott”

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JW Marriott Cancun Resort & Spa
Ranked #12 of 176 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Reviewed July 9, 2013

This hotel is very traditional and does not have a lot of personality. The "outstanding/aboave agerage" items are the pool area and the service. Personally I like the Casa Magna next door better because of its Hacienda style/theme. The pool areas are somewhat comparable. So is the beach.

There is definitely a big effort going on mostly in the lobby area to show upscale service. Outside that area I have a hard time noticing the difference. That does include the pool area. The fact that you have 10 guys idling all the time does not make it a better service. And why is there not a single female attendant anywhere in that area ? Room service is very good...but I am not too heavy on room service anyway. I tried the Sedona restaurant and was not impressed with the quality or value. The place is expensive -- that does include the gift shop. They have a club 91 all inclusive going.on..it did not make much sense to me and I did not sign up. Who want to go to the top floor for food and drinks ? bottom line..it feels more like an "executive" business type hotel than a fun and relaxing vacation resort to spend time with the family...to make it a fun place...they need to go next door to the Hard Rock Hotel...bottom-line they need to decide if they wanna be a cosmopolitan fun place or be geared towards their more conservative business clientel .One last thing..they have a few free things for Reward customers...amazing how backward that is implemented..every time you fill a coffee in the morning in the gift shop they create all kind of paperwork and write it off in their cash register/computer. so a free coffee - standard in all US Marriotts ( same for WIFI ) - suddenly becomes a transaction and bigger deal...the WIFI is 15 bucks per day , if you are not Platinum ( or gold ? )...how backwards is that?...5 bucks for 10 minutes in the business office..10 cents per printout...time travel to the nineties for free...

Room Tip: Avoid that thrifty , if you can....
  • Stayed: July 2013, traveled with family
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3  Thank Mike B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,438 - 2,444 of 4,360 reviews

Reviewed July 8, 2013

Beautiful hotel, The pools are great the beached are white with blue clear waters.

The rooms are very nice with large beds a 42" tv and a large bathroom

the hotels are very grand and have lots of facility's available

I would defiantly go back to JW Mattiott

  • Stayed: October 2012, traveled as a couple
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7  Thank Tom210218
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 7, 2013

Things started off a little rocky but things improved. Requested a early check in since our plane arrived early. After thinking we were checking in (by the actions on the front desk emoloyee) around 10:15 we were then told by the front desk your room was not ready but come back in a hour and a half. That was understandable since we got there early, even though I requested a early check in. So we came back a 1.5 hrs plus later then we were told it's still not ready and to come back 30 minutes later. Was not happy about that and the hotel appeared not to be full? Gold elite status got me nothing!
Pros- beautiful hotel, beautiful views especially from the high floors, concierge desk was outstanding always got us our desired restaurants. Buffet breakfast was wonderful, amazing service! Would recommend you get a pkg that includes the Buffet breakfast. Enjoyed the restaurants adjacent to the JW at the Marriott. Liked the Japanese restaurant Mikato and also like the Argentine steak house. Ask the JW concierge for discount coupons for those restaurants. Great pool, did not hang out at adult pool but it did look relaxing. Never saw the housekeeper at all but room was cleaned.
Opportunities for improvement/suggestions/advice - bring your suntan lotions/sun block. Gift shop charges $25-$35 a bottle. 7-11 across the street has lotion/sunblock much cheaper. Spent time in the lobby bar, every day I was there the same Bloomberg channel was on, very annoying. The channel never changed for days. When I was hanging out on occasions at the lobby bar itself by myself the staff barely spoke to me only when my glass was low the bartenders were then eager to speak to me. They were just not engaging Imho. However, when the lobby bar mgrs came by they were always engaging and
friendly. Spent $50 each way plus tip using the hotel transportation booked it with hotel. The hotel transportation was a regular older dated white van. The hotel should invest in classier transportation especially at those rates for a 20min ride. The drivers were nice safe drivers no issues. Overall, I would go back to this property and would recommend this JW!

Room Tip: Ask for a high level room.
  • Stayed: July 2013, traveled as a couple
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1  Thank Plnmetro89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 6, 2013

A luxurious hotel at the best location on Cancun!
You can find anything you need, pools, restaurants, shops, service. Nicely decorated interior, large rooms equiped with everything you may need, facing only the Caribbean fully or partially.
try the sanwitches, salads and ice cream of the shop with the souvenirs.

Room Tip: High floors for better view.
  • Stayed: June 2013, traveled as a couple
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1  Thank Jimtraj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 2, 2013

I am never coming back to JWM not because I am sleepless at 4AM in a $400 / night suite with a loud drip from a leaky roof but because of a night shift lobby manager who treated me like a nuisance marring his otherwise smooth day (night) at the JWM front desk. I have stayed at JWM Orlando and JWM San Antonio with no issues but this is a disgrace to a hotel carrying the JW initials.. I am sorry for this review.

  • Stayed: July 2013
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6  Thank vdhandap
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 reviewResponded July 15, 2013

We sincerely apologize because your complaint was not handled in an accurate manner by our night shift personnel. We are already taking the necessary measures to prevent this from happening again and we are really sorry that this fact tainted your stay with us.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 1, 2013

The hotel has a beautiful white-sand own beach for the guests. The room was comfortable and we got a free upgrade for suite. I loved the bathroom which had a shower and bathtub and a dual sink.
The food is great in the hotel, although is not mexican :))
The balcony faced on the ocean and we could wake up with ocean view:))
The hotel spa has a only men and only women hammam and you can relax there a bit.

  • Stayed: January 2013, traveled with friends
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2  Thank Tamash88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 25, 2013

We loved loved JW Marriott! We stayed for 3 nights and got a free upgrade from a regular room to a suite without us asking. When we checked in, it was already done!
The suite was nice and spacious. The best part was the direct ocean view from our 2 balconies. It was priceless!
The bed was very comfortable, we slept like babies every night.
There was a "house keeper" that came every evening to straighten things up, do our bed, and brought us ice.
The staff was wonderful and pleasant. There was a travel agent on site that we booked 2 activities with. Since we booked 2, we got a cash refund of $60. We then used that for the breakfast buffet at Sedona Grill. Speaking of price, it is high for a lot of things. But since we decided to go to Cancun and stayed at a luxury hotel, we were prepared to pay.
We fully enjoyed the pools and the beach. Tons of beach towels and chairs for everybody!
We also booked the sky rider on the beach.
JW Marriott was every bit as wonderful as we had expected from a luxury hotel!

Room Tip: Talk nicely with the front desk when you check in, they know which rooms are the best. Maybe book...
  • Stayed: June 2013, traveled as a couple
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4  Thank Nina F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about 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 Spa Hotel in Cancun
#12 On the Beach Hotel in Cancun
#12 Luxury Hotel in Cancun
#19 Family Hotel in Cancun
#26 Romantic Hotel in Cancun
Price Range: $209 - $699 (Based on Average Rates for a Standard Room)
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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