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JW Marriott Cancun Resort & Spa
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Reviews (4,754)
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2,734 - 2,739 of 4,754 reviews
Reviewed September 12, 2013

Where to start??? Words probably cannot describe how much we loved staying here!!! After four nights at an all-inclusive resort along the Riviera Maya that fell far short of our expectations and their promises, it was like walking into a Mayan oasis! Our only regret was that we had two nights here :-(
Our room was a Caribbean Suite, and it completely surpassed all expectations! Our view of the resort and the ocean was spectacular! The bathrooms (1 full, 1 half) were spacious and well appointed, the bed and linens were comfortable, and we loved that the room was carpeted and didn't echo every time we spoke. We also had two balconies, which were wonderful at night for watching thunderstorms out over the ocean, an unexpected perk of traveling at the start of storm season.
Upon check-in, our room wasn't yet available, so we did the next best thing: we immediately changed into swimwear, and hit the pool and ocean. The poolside staff was amazing, and we thoroughly enjoyed the food and cocktails we ordered (spring rolls, ceviche, shrimp tacos and top shelf margaritas). One great thing about the JW is that the infinity pool extends farther than most other resort's pools do (that we saw during walks on the beach), so it literally has an unobstructed view of the beach and Caribbean. Additionally, it is very easy to get to the beach, and subsequently back up to your palapa on the pool deck.
We dined at Gustino for dinner on our first night, and the Sedona Grill for lunch the following day. Both restaurants had excellent service, great food and a very relaxed, yet elegant atmosphere. Our selections at Gustino included the Foie Gras, carpaccio, soup of the day, caprese salad, agnolotti and bavette, as well as a complimentary bottle of wine, per our room package. We also enjoyed cocktails with our appetizers. At Sedona Grill, we ordered calamari, empanadas, and shrimp tacos.
The spa.... was pure bliss! We enjoyed morning massages, followed by time in the steam room, sauna and jacuzzis. The spa was beautifully appointed, had fresh water, fruit, and tea, along with great bath amenities and an abundance of fluffy white towels, and I wish we could have spent all day in there!
In general, all the staff throughout the resort were wonderful! They all called us by name, and we felt extremely welcomed and well taken care of during our time here. We did tip for our meals and service, but had all charges billed to our room, so there was only one bill on checkout. We didn't experience any problems with erroneous charges as others had mentioned.
The only bad thing about this stay was that we had to check out and come home after only two nights. It was a wonderful experience to have stayed here, and we eagerly look forward to coming back!!!

  • Stayed: July 2013, traveled as a couple
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6  Thank SNT97383
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 10, 2013

My lady and I stayed at the JW Marriott Aug 22-27, 5 nights and found JW to be all it was supposed to be (and we didn't do the All Inclusive)...Peaceful and quiet with a touch of class just as we wanted, compared to the other hotels we visited.

First I should declare I'm a gold elite member and have stayed at quite a few Marriotts. That being said...

We checked in under 5 minutes to an Ocean View Room on the 10th floor which was quite big and comfortable and which we enjoyed.

WiFi was free in our room

We found the entire staff of the JW to be quite pleasant and pleasing, going out of their way to make sure everything was pleasing to us...this included our turn down staff.

The decor of the hotel was surprisingly soft which if you're on vacation, you need.

The pools and beach area was wonderful. Plenty of lounge chairs..no flies, no insects.

We didn't do the restaurants, opting instead to eat breakfast and dinner at the Casa Magna next door for a few days, then doing restaurants off the resort.

Sure the prices were high for drinks and dinners, but what do you expect if you stay at a Marriott Hotel overseas...American prices...come on people.

We took the bus which was 80 Pesos all around the island, and it was safe. We also day quite a few day tours to Isla Mujeres and Xcaret.

The only draw back or issue we had was when our toilet backed up, but one call and less than 5 minutes later all was corrected.

I would recommend the JW to anyone heading for a vacation with luxury and piece of mind...at the same time remember to bring your wallet....

  • Stayed: August 2013, traveled as a couple
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5  Thank Supersand69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 9, 2013

I have never had a problem with any of the Marriot family hotels. and Jw Marriot once again show me why is my frist choice when I am looking for accomodations. The front desk help us with any directions we need it, we exchange dollars to Mexican pesos (they had a good exchange rate) so convenience.
Bus transportation is right there out of the door (We didnt see the nesecity of renting a car).
The pool is amazing, and the food and drinks at the grill was really good and not expensive.
We had a great relaxing experience at this hotel. I will chose it again over all those all inclusive, over crowded hotels located in cacun on the same street.

  • Stayed: November 2012, traveled with family
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2  Thank dgdg83
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 8, 2013

Pros:
Peaceful and quiet.
Club-91 all inclusive
Comfortable ocean view room
Absolutely wonderful Club-91 staff.
Nice gym
Free Wi-Fi at lobby area downstairs
Nice pools and beach area

Cons:
Shower and toilet areas a bit small
Billed for erroneous charges (similar to complaints by several other reviewers)

Details:

Booked the Club 91 package for our 26th anniversary. Can not give Marriott a 5-star due to a rather small but irritating issue: erroneous charges during checkout. Also, be careful with booking the trip with Expedia too. Will mention both at the end.

We found by experience that the best time to travel is after Labor Day, when all the over-energetic young people are gone. It was wonderfully peaceful and relaxing during our stay at the Marriot. Might be a little too quiet for some folks but it was just prefect for us.

I can not understand the complaints by some reviewers on the all-inclusive package. The Club-91 package is set up that just about everything is arranged for you including airport pick up and all meals and drinks in the Club-91 lounge. For the first time we did not even exchange local currency in a foreign country or asking ourselves where to go for lunch or dinner.

Airport pickup is as simple as it gets. The Marriot pickup is right outside of the arrival lounge at the parking area. Just ignore and walk right through the irritating bunch at the arrival lounge selling rides, including the woman dressed in some sort of phony official-like clothes shouting and trying to intimidate us into stopping to talk with her. Just ignore her as we did.

Upon arrival at the resort, the door man took our luggage and send us directly to Club-91 at the 14th floor, skipping all the regular check in hassles at the front desk. The same during check out. Just do it at the Club-91 counter. Special treatment all the way.

All the rooms on the 14th floor have ocean view, and the view is just beautiful. Our room is big and comfortable. Totally enjoyed it.

The Club-91 dining room is not large so there might be a little problem during busy season. However, there were only a few other customers besides us so we basically have the place for ourselves. The breakfast includes coffee, espresso, cappuccino, juice, all sort of goodies and plenty of fruits. Dinners are different theme every night provided by the restaurants downstairs. Sushi one night, tri tips the next, etc. Small portions but take as many as you want. The salads and desserts are in small little dishes, again, just take as many as you want. Juice, coffee, wine, sparkling wine, water, etc, are free (within Club-91) also. I like this much better than having to go all over the place looking for a restaurant knowing it will most likely be terrible and tourist-trap. There are a couple of large restaurants and a MacDonald across the street of the Resort within walking distance if you like walking. As mentioned, the resort has several restaurants also. We did not go to any because of the Club-91 Inclusive. Just to give an idea on cost, the Grill on the first floor has Cowboy Steak for US$50 and Lamb Chop for US$34.

The pools and beach area are wonderful. Plenty of lounge chairs at this time of year. No flies, no insects.

Wi-Fi in rooms costs US$15 a day, but free downstairs at the lobby area outside of the bar. You can get Wi-Fi outside near the pools too but I am not sure if it is free. I even got Wi-Fi signals near the pools from Hard Rock Resort next door.

We had a wonderful time. The Club-91 staff is absolutely wonderful and helpful. Marta, Roxanna, Viridiana, and others, thank you all.

Checkout time is 12 noon but our flight was much later in the day. Marta extended our time so we could stay until the airport bus arrives. She even printed our boarding passes for free. On top of that, she talked to "downstairs" and cancelled the erroneous bill for drinks we did not get from the downstairs bar, and cancelled the room Wi-Fi charges we did not use. This is a sore point for us because we read about what seems to be their habitual erroneous charges in the Trip Advisor reviews and kept an eye open for it. Thank you for straightening it out for us, Marta.

We tipped the staff in US currency.

We did not take the bus any where and did not take any excursions. I understand the closest archeological place is a hundred miles away.

OK, the Expedia booking. We booked the package through Expedia and will never use them again. We received an email from Expedia confirming everything and a statement that we do not need to call them to re-confirm. Well, two days before the trip my wife decided to call Marriott to make sure. It took two days and six phone calls to Expedia plus several calls to the hotel to finally resolve the issue. Expedia confirmed our booking with the hotel but did not include details such as airport pick up, etc. Expedia gave us the run around and kept referring us back to the hotel but the hotel knew nothing. Finally as luck would have it, an Expedia call center in the Philippines had my wife on hold while he contact Marriott to resolve the situation. Unbelievable.

Room Tip: No doubt about it, Club-91.
  • Stayed: September 2013, traveled as a couple
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5  Thank HankCalifornia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 7, 2013

It's not fair to give a flagship Marriott only 3 star rating. Right? But please don't blame me. Blame all inclusive (AI) hotels in Cancun. It's the trend in Cancun and it will stay that way for sure.

I spent 4 nights at JW and next 4 at Riu Palce Peninsula AI hotel. My previous trip 8 years ago, there were not that many AI in Cancun and now it appears majority of them are, especially newer hotels. Why? Here is my guess. Many Cancun visitors go to Cancun more than once and many have already finished up with day trips to theme parks and major tour attractions. They will be more likely to want to relax at hotel enjoying hotel amenities, various water activities, and food instead of repeating same excursion. Then comes the cost factor. Traditional hotels thrive on extra revenues from food, drinks, and so on making it at times more expensive than AI. This is so true if you are a drinker.

I found out by dining out first 4 nights. Restaurant choices are limited for Cancun standard, over-priced, and time-consuming. After a long day of excursion, you do not want to go out again and hotel restaurants do not provide cost-effective meals at dinner time. I tried Thai restaurant at adjacent Casa Magna Marriott and it was hands down the worst I ever had. Sure enough the chef was non-Thai and did not even understand what "prik nam-pla (chili pepper in fish sauce)" meant.

Dining out is also a problem. Most restaurants are not busy at all and you don't need any reservation because most people are taking advantage of AI come dinner time. Good thing is you don't have wait in line for dinner. But they are mostly over-priced to compensate loss of income and service is about the worst among any worldclass resort destination. They just don't work hard enough and it clearly shows. High end restaurants in cancun are clearly in big trouble now. At times waiters get greedy about tips unlike any places I ever visited. Extremely annoying. The locals will try to make money on you whichever chance they get, selling cheesy umbrellas and plastic raincoat at premium for desperate tourists, translation service $70 per 2 hours, discounting exchange rates if not paid by peso, and so on. Very unpleasant indeed.

Hotel breakfast was good($27). No major flaws in room or bath. No swim-up bar. The hotel convenience store sell everything about 2 - 3 times that of US including icecreme.

All in all JW is an outdated 5 star hotel in need of major changes in hotel operation. I would not be surprised if the remaining traditional 5 star hotels either become AI or are sold to AI chains in the future.

  • Stayed: August 2013, traveled with family
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3  Thank lax2bkk
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 September 9, 2013

Thank you very much for your review. Cancun is an international destination open to different markets, and even if all-inclusive options have increased in the destination in the past few years, we find that many guests still prefer the european plan hotels too. Both the JW Marriott and our sister hotel the CasaMagna Marriott Cancun hotels offer high quality service and products and are always looking forward to improving our guests’ experience. We have shared your comments with our Executive Chef to make sure that all our Thai restaurant guests leave completely satisfied with their dinner.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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