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“Just returned - great hotel, with a few issues”

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Marriott Cancun Resort
Ranked #14 of 177 Hotels in Cancun
GreenLeadersPlatinum level
Reviewed November 30, 2011

We just returned from a 5-night stay at the Casamagna over Thanksgiving. We had three rooms, 3104, 3110, 3112. Overall it was a wonderful stay and we highly enjoyed it. The hotel is wonderfully kept up, the service staff is fabulous, and the value was outstanding. Ambiance is very low-key. We used the hotel shuttle to and from the airport and it was on-time and easy.

The hotel is aging gracefully, the rooms are standard but bathrooms are a bit dated. Small tubs, etc. The hotel filters its water, which is great. We are prone to stomach bugs and had no issue brushing our teeth with the tap water.

Pool area is immaculate, hot tub very large, beach well-maintained. The pool chairs are new, but plastic and not the most comfortable. Shade was a bit hard to come by but it wasn't too hot while we were there so we were OK with the umbrellas we could set up near our chairs.

We ate at Champions (sports bar, great ambiance, food is standard), Mikado (standard), and had the Thanksgiving buffet at La Capilla, which was outstanding. Concierge also recommended a Mexican restaurant close by down the main road, Hacienda Sisal, which was simply awesome and I highly recommend you try it.

The bus was right out front of the property, easy to get on and off and cheap. There is also a 7-11, a Papa Johns, and a McDonalds across the main road.

We did have one major issue - my husband and I were locked in an elevator for around 45 minutes one morning. The doors were stuck. The workers came immediately to start to get us out, and we never lost contact with the emergency operator, but it was... not fun to say the least. The hotel manager called us and left an apology, and sent a fruit and cheese plate to the room, but let's just say I don't think that made up for being stuck in an elevator for 45 minutes. It also wasn't mentioned at check-out.

Just a couple of minor issues. Our keys would randomly not work and we had to wait on security to open our room. Also, the pool staff did nothing about the children who were jumping into the hot tub and dumping drinks in it. Of course, the parents should be supervising, but they weren't, and nothing was said or done to stop the behavior. Additionally, the internet is expensive (we paid $50 for 4 nights) and only works for a single device. I don't understand why Marriotts still charge for internet service.

Overall, all things considered, I would not hesitate to recommend this hotel, and to return.

Room Tip: No need to pay for an oceanview, as the garden view rooms have ocean views.
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  • Stayed: November 2011, traveled with family
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1  Thank Ami P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed November 28, 2011

We stayed at the CasaMagna Marriott 5 days over Thanksgiving week. Overall, it was a very good experience, just a few refinement issues.

First the good - The breakfast buffet in LaCapilla is PHENOMENAL! Very diverse and great local dishes. LaCapilla also has a wonderful evening salad/cheese/bread bar. Great ambiance in the restaurant. The lobby bar is also excellent with great drinks (red pepper mojito and pineapple martini are some of the best we've ever had). Hotel staff is very kind and friendly. Spa was clean, efficient and gave a good quality massage. AquaWorld activity rental booth on-site was excellent - had a great time parasailing, jet skiing and going on a "jungle tour." Guest room was clean and comfortable. Housekeeping was gracious and efficient.

Issues that need attention - the TV is FAR too loud in the lobby bar, it kills the ambiance - for the patrons in the bar as well as the guest rooms that overlook the atrium lobby area - we had to switch rooms to another wing of the hotel because of the nighttime noise - this was handled well by front desk staff.

Children in the hot tub are A HUGE issue - it is unfortunate there is not an adult pool/adult hot tub and then a separate family area. I am perfectly fine with children at the hotel and a family environment, but there is a time and a place. The hot tub was constantly filled with unsupervised small children on rafts, jumping in and out and drinking frozen drinks and then dunking their cups in the hot tub water with much of the drink residue still in the cups - very unsanitary. The hot tub was essentially made into a kiddie pool. Plenty of staff around to address the issue, but it was not. Jacuzzi at JW Marriott much quieter and calmer and cleaner, but CasaMaga guests only allowed to use restaurants at JW, not pool area.

Pool patio bar is very bland (not swim-up, it was closed). No decor, murals, painting, flowers, plants, etc. Needs some sprucing up - not very enticing to sit and have a drink - strictly a basic service facility. Pool patio furniture could use an update/refersher as well.

Trash on beach - service items, etc. Appeared to be PLENTY of staff on site to constantly monitor adn collect trash on beach are in front of hotel, but not done. Cups, wrappers etc frequently seen.

Room Tip: Do not get a room in atrium over lobby - ask for one of the north or south wing rooms in the buildin...
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  • Stayed: November 2011, traveled on business
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Thank iPhoneFan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarriottCancun, Public Relations Manager at Marriott Cancun Resort, responded to this reviewResponded December 2, 2011

Thank you very much for posting this review. We have already talked to the Managers of the Pool and Beach areas to make sure that your comments are addressed immediately. Our main purpose is to create an enjoyable atmosphere for all our guests so they can benefit from the hotel’s areas, so please be sure all your comments have been taken in consideration.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 25, 2011

Typical, average to slightly above average Cancun facility. I don't think you'll be displeased but you won't be blown away either. Even at 80 percent occupancy the place seems to lack any real excitement. Pool bar area was dead even with the sun out! Not a lot going on. Nice area of beach and views are very nice. Rooms are clean with good amenities minus an iron. Why? I don't know. Just a hastle to have to call and wait if you need one quickly. In other words, go wrinkled! Depending on your acquired price it might be a good deal but if price is high could be another issue.

  • Stayed: November 2011
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1  Thank Planelivin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 25, 2011

My husband and I stayed at the Casa Magna Resort for 5 days on Nov. 18-23. We booked the Marriott Rewards Sand Castle Package and the front desk upgraded us to a beautiful oceanview room. The room was great with a sliding door and balcony. We stayed in room 5005 which was a side view of the ocean. The room was bright and clean. Olga our housekeeper did a fantastic job every day and made our stay enjoyable. I would suggest getting the two for breakfast package. There is a fantasic breakfast buffet with everything you could think of to eat. Claudio was the restaurant manager and came by every day to check and see how everyone liked the service and food. He was extremely accommodating. Unlimited Mimosa's are included with the buffet also. If you do not purchase the package the buffet is $22.00 USD per person. We did not eat dinners at the hotel as the prices were expensive. There is a bus stop right in front of the hotel and the bus fare was 85 pesos per person and if you tell the bus driver what restaurant you are going to he will let you off right in front. For two people the fare was around one USD one way. The sea this time of the year was extremely rough and people were opting for the pool. The pool was great with a nice pool bar and restaurant. We did drink and eat lunch at the pool. We were so pleased with the Marriott that we are planning on going back soon. It is a very very comfortable and the staff is extremely accommodating.

Room Tip: 5th and 6th floor
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  • Stayed: November 2011, traveled as a couple
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3  Thank JSquared8163
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 24, 2011

Heavenly dream! This place is one place never to forget ....wow. The food is amazing as well. 6*

  • Stayed: November 2011
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Thank pharmaction
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 24, 2011

This is a fantastic hotel, that is perfect for a fun in the sun vacation. The pool is heated & large. The sand is baby powder soft. The service was excellent & the resort caters to American style amenities. I stayed here twice in 2011 & loved it. The food is expensive, but that's standard in the Caribbean.

  • Stayed: August 2011
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Thank MikeMaynes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 20, 2011

This hotel is absolutely amazing. If you can get the all inclusive option it's completely worth it! There are a bunch of restaurants and great food! The staff is really nice and accomodating. Totally suggest staying here!

  • Stayed: December 2010, traveled as a couple
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2  Thank Tim0say
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Marriott Cancun Resort

Address: Blvd Kukulcan, Retorno Chac L-41 | 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:
#8 Business Hotel in Cancun
#13 Top resorts Hotel in Cancun
#14 Spa Hotel in Cancun
#14 Luxury Hotel in Cancun
#14 On the Beach Hotel in Cancun
#16 Family Hotel in Cancun
#20 Romantic Hotel in Cancun
Price Range: $156 - $538 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Marriott Cancun Resort 4.5*
Number of rooms: 450
Official Description (provided by the hotel):
Discover Paradise. Powder soft sand and sparkling turquoise seas beckon travelers to the heart of the Mexican Caribbean and Marriott’s CasaMagna Cancun Resort. A legendary locale perfectly matched with Marriott’s commitment to service satisfies adventurous souls seeking to explore ruins or searching for serenity in the shadows of an ancient empire. ... more   less 
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Also Known As:
Marriott Casamagna Cancun Hotel Cancun
Marriott Cancun
Cancun Marriott

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