We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Not quite there”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 11 more sites!
JW Marriott Cancun Resort & Spa
Ranked #12 of 181 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Houston, Texas
Level Contributor
35 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Not quite there”
4 of 5 bubbles Reviewed November 20, 2013

I took my 2 teenage sons here during springbreak as my husband had business conflicts and could not take the time off. I had never been to Cancun so I wanted a good safe option but I wanted to be pampered, while my boys could be off on there own on the property. We opted to upgrade our room to an ocean front suite. It was huge, with a small kitchen and table with chairs, as well as a little living room and separate king beedroom. On first blush, the room was amazing. But the longer we stayed there the place was very worn down and needed to be seriously updated. The carpet looked dirty, the couch swalled in the middle and the balconies had peeling paint and chipping plaster. The service was spotty as well. The pool area is beaustiful as is the beach, but there is very little attention payed to guests by the pool staff and the beach staff were no better. Once again, I had to be the caretaker of everything from getting the towels, pulling chairs together, searching for the waiter, on top of carrying the families supplies. This is not what I expected from a "5 star" hotel. The property is gorgeous, with crystal clear water and powdery sand beaches. The natural setting is perfect. It is right next door to a Sheraton, which is nice as it increases your options within the contained hotel properties. I just think with a little hospitality therapy with the staff and hiring some extra maintenance people to take care of the wear and tear of the rooms, it could be a 5 star property, but not yet.

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sandy s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a Review

4,084 reviews from our community

Traveler rating
    2,826
    827
    257
    96
    78
See reviews for
1,366
1,407
85
287
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (960)
Date | Rating
  • Arabic first
  • Chinese (Simplified) first
  • Danish first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Wisconsin
Level Contributor
76 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
1 of 5 bubbles Reviewed November 19, 2013

We have stayed at this resort twice before and made a reservation with their toll-free number for a third visit. Unfortunately, the same thing happened this year as last year. The email confirmation did not agree with the terms the agent specified over the phone. There is a bait and switch going on, so please read your email confirmations immediately so that you can cancel your reservation if this happens to you. Marriott's office said they have to believe the written email confirmation in the case of a discrepancy. The conversation I had with the agent was just minutes before I read the email so I remember and wrote down exactly what was promised. As this same thing happened the year before and they asked if I got the agent's name, I definitely got her name this time. They say the conversations are recorded but they didn't bother to review the recording. There was a considerable difference in money as well as room type between what was agreed to and what was written on the email.

Stayed November 2013, traveled with family
Helpful?
4 Thank JazzMusic
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, November 25, 2013
We are very sorry that you had discrepancies with the information given by the phone reservations agent and the received confirmation. We have forwarded your comments to the appropriate Phone Sales Managers to ensure that all the information given from our properties is accurate and that the e-mail confirmation includes all the necessary details.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Oslo, Norway
Level Contributor
112 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
5 of 5 bubbles Reviewed November 18, 2013

This hotel is the top of the top along with the Ritz. I had an a view to the sea and to the pool - breathtaking! You can sit on your balcony, sipping ice cold champagne and look into the light blue sea breaking the waves and clear white sand...oh, and what an excellent service!!! And I haven't even mention the Spa yet! Women's paradise! You can go easily 15-30 min before your time, change into a fluffy white robe ... treat yourself with relaxing music, aromatic candles and variety of organic teas+flavored waters, all in that in a waiting room. And when it's your time for a procedure tall sexy tanned men guide your way ... where do you see a service like that in a hotel spa? :)
PS, they also have excellent italian restaurant and indian in the complex ...

Room Tip: Sea view + pools are the best of the best !!!
See more room tips
  • Stayed November 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ChrissyFontes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Milwaukee
Level Contributor
16 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed November 18, 2013

My wife and I came here for a week of relaxation and fun in the sun. We have come to Cancun every year for the past 5 years. This is our first time staying in the hotel district. Our previous trips were at all inclusive resorts in Rivera Maya and vicinity.

If your planning a trip to Cancun, you want be close to shopping, downtown and nightlife then this is the place for you.

To The JW Management Staff - INVEST IN COFFE MAKERS FOR EVERY ROOM! It was the biggest let down of your hotel. No Coffee till 6:00 AM at the gift shop in the lobby at $3.50 per cup.

Our trip:

We arrived to find our complementary car service waiting for us at the airport. a short 20 minute drive and we were greeted warmly by the bell staff. We were whisked away to the 14th floor Club 91 lounge. Rebeca was there waiting for us welcoming us by name. After a thorough explanation of the hotel and all the amenities of the Club Level we were taken to our room.

The Room - was similar to most Marriott's we staved at before. A 32" flat screen TV with 5 English speaking channels. A king bed, desk small couch and chair. Dresser supporting many drawers and a mini bar. A very large closet with another bank of drawers and safe. An oversized porch with table and two chairs. Bathroom with two sinks, bathtub, separate shower and private toilet room. The room was very comfortable and well appointed. Only con was the sagging mattress that should have been replaced some time ago and the lack of a coffee maker and coffee.

The Hotel - plenty of elevators to included a separate set at the end of the hall that is ideal for the pool and beach, The lobby bar has nightly music. The is a shopping area with several nice stores and a Persian rug dealer with a Jewelry store on its lower level that puts many larger stores to shame.

The Pools - were large well maintained with plenty of chairs to relax on. We found the adult pool more comfortable with larger lounge chairs, better cushions and more comfortable. The pool staff was eager to help you with any need you had. The pool bars are typical of the area. We had 2 beers and a Margarita with a bill of 260.00 pesos or $21.22 USD. THE BEACH - plenty of white sand, warm breaking surf and activities for those interested in water sports. The beach lounges were comfortable and always available. Not my favorite beach compared to the other resorts we stayed at.

The SPA - very nicely appointed with plenty of luxury services. The 4th floor is available to all hotel guests. It supports a large workout room with plenty of state of the art equipment that caters to all workout regimens. A large indoor pool and extra large hot tub for indoor relaxation. Always fresh towels and well maintained.

The second level of the spa is available to Club 91 guests and anyone receiving a service. It hosts separate men's and women's treatment rooms, each with two hot tubs one cold and one hot. A sauna and steam room and an oversized relation lounge with teas, water and fresh fruit. We really enjoyed this area.

CLUB 91 - The best part about our stay. I debated for weeks on upgrading to this executive level with many amenities. I am so glad we did. It was worth the extra money in many ways. First and most important is the staff. Very well trained and personable. Remembering you by name, always there to make sure you have no reason to need anything and more then eager to help. We loved Rebeca. She was really a hit with the guests and made our time there very enjoyable. In the club you do receive 3 main meals a day and several snack meals. They are brought up from the hotel restaurants all showing off their culinary skills. There are usually 4 hot dishes every night accompanied by salads, fresh fruit and deserts that make you run for seconds. Always more then enough to eat and no real reason to spend a dime elsewhere.

The Club Bar opens at 6:00 PM with included drinks that are made the way you like them with top shelf liquor. the wine was good with 6 selections to choose from. The staff made sure you glass was always full. We had met a lot of nice people on out trip at the club bar and lounge. Seemed to be the hang out for after dinner drinks and conversations.

Summary: Great hotel with great service. The club 91 upgrade is worth every cent. We realized that we are more of the all-inclusive resort kind of travelers, not into the shopping and night life of the city close by. I would stay here again and recommend this resort to any of my friends.

Room Tip: The hotel is next to the Hard Rock Hotel. Ask for rooms that face the Adult pool and the Casa Magna...
See more room tips
  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ed S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
California
Level Contributor
58 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 74 helpful votes
5 of 5 bubbles Reviewed November 17, 2013

Pros: Fantastic hotel. Beautiful lobby. Large, newly decorated rooms. Super friendly staff. Gorgeous beach. Plenty of (hotel) restaurant options both in the JW and in the hotels to either side of it. I particularly liked Sedona Grill's dinner selection. Lobby bar not too rockus ... if you want rockus Hard Rock Hotel is right next door.

Cons: Expensive restaurants by Mexico standards, though not by resort standards. But you know that or you wouldn't be considering a place to stay in the Hotel Zone. The four elevators (one of which seemed to be inoperative throughout my stay) sometimes struggled with the amount of people needing to use them. The same can be said for the registration desk, which was sometimes ran smoothly and sometimes had a long wait.

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank BillStickers_7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
wimborn
Level Contributor
86 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
3 of 5 bubbles Reviewed November 11, 2013

Have stayed in a number of Marriott hotels around the world and sadly I can't agree with some of the other reviewers. The staff were definitely not attentive; last year in Phuket Marriott staff were wonderful. But my major gripe was with the food which was mediocre (and I eat almost anything), we had a trip out to Explore which included food - this was the best food we had by far all week.
On the plus side the spa was good.

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank pauffleys
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, November 25, 2013
We are sorry that the food you tried at our property was not to you particular liking. All our Restaurants’ Managers and our Executive Chef are available to our clients to make sure that all our dishes are cooked and prepared to satisfy our guests. We hope that in a future visit you let us know your comments if a certain dish is not to your complete satisfaction.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Coral Springs, Florida
Level Contributor
26 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
4 of 5 bubbles Reviewed November 9, 2013

Just spent a week at the JW and it was very relaxing…the hotel is beautiful and in the heart of the hotel zone. Very convenient to get to the hotel from the airport. Everyone is very polite and the place is high end. The pools are absolutely gorgeous and the hotel is right on a great stretch of beach. We did club 91. Definitely worth the money because of the sodas and waters alone and than the nightcaps with dinner. The ladies at Club 91 were an absolute highlight as they tried to ensure my husband who doesn't eat meat, had everything he needed. It worked out well for breakfast every day and dinner most nights. Lunch was the meal that was a bit off because it was sandwiches everyday that my husband didn't care for so we ate at Beachwalk a couple times which was about 50 bucks for lunch for two with sodas. Overall, the place was really slow….it is the off season so the hotel had very few people staying there. The Hard Rock next door was packed and loud, although they were not disturbing. I do think the hotel needs to work on having some type of entertainment…there is no music at the pool area which makes is a bit boring, especially when you are beside more lively hotels. Also, the pools are a bit cold when there is not direct sun…may need to consider a way to warm the pools more quickly since there were a couple days when no one could swim due to the pool temperature. Overall, a great few days.

Room Tip: Club 91 was worth it if you don't mind the repetitiveness, particularly at lunch. The ladies wer...
See more room tips
  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jenniferlaiahsang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
Travelers also viewed these Cancun hotels
1.6 mi away
The Westin Lagunamar Ocean Resort Villas & Spa
3.7 mi away
Grand Fiesta Americana Coral Beach Cancun
0.1 mi away
CasaMagna Marriott Cancun Resort
Show Prices
Show Prices
Show Prices
2.9 mi away
Le Blanc Spa Resort
Le Blanc Spa Resort
#1 of 181 in Cancun
5.0 of 5 bubbles 5,645 reviews
0.4 mi away
The Ritz-Carlton, Cancun
3.8 mi away
Hyatt Ziva Cancun
Hyatt Ziva Cancun
#7 of 181 in Cancun
4.5 of 5 bubbles 3,439 reviews
Show Prices
Show Prices
Show Prices

Been to JW Marriott Cancun Resort & Spa? Share your experiences!

Write a Review Add Photos & Videos

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 Luxury Hotel in Cancun
#12 Spa Hotel in Cancun
#12 On the Beach 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 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, Marriott, Travelocity, Hotwire, Hotels.com, Orbitz, TripOnline SA, Cancelon, Priceline, getaroom.com, Evoline ltd and HotelQuickly so you can book your JW Marriott Cancun Resort & Spa reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Jw Marriott Cancun Hotel Cancun
Jw Marriott Cancun Resort
Cancun Marriott

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing