JW Marriott Cancun Resort & Spa

Resort

Hotel was nice overall. Very large pool area so I never had a problem finding chairs. Attentive poolside service as well. Some people have mentioned construction noise so I called ahead and requested a room away from the construction and they were able to accommodate. Never heard anything. Please note that this is a "quiet resort" so they don't have music playing outside at the pools.

We just returned from this resort and there was construction going on which we were aware of prior to booking so no surprise there but at some points during the day it was pretty loud. We had club 91 which includes breakfast with mimosas or bloody Mary’s :-), lunch and dinner and an open bar in the evenings from 6p-10p (included top shelf liquor like Don Julio). Breakfast and lunch was mostly the same everyday and was just ok but dinner was samples from a different hotel restaurant each night and was usually the better meal offered each day. The club was relocated due to construction so you had to go outside to access it which was fine until we had a couple of days of thunderstorms. We also had a renovated room that had nice features but it seemed like there was still some touching up that needed to be done. Overall it was a nice resort with a very helpful and friendly staff and we would stay here again. FYI, we know everyone say don’t drink the water, but you should remember to NOT even brush your teeth with it! My husband and I only brushed our teeth with it and the last day and a half we both had diarrhea and he was worse with vomiting. Not the way you want to end your vacation.

Great service and hospitality. The hotel is also very grand and comfortable. Near the party zone of Cancún (if that's what you are here for). Good hotel for couples or small groups. Didn't seem like a great one for small children (not many play areas or calm ocean spots for them to play in). I found the beach to be a bit dirty with plastic. Given the fact that all the shoreline is privatized by the big chain hotels, they should help clean it more and keep it spotless.

Terrible stay at this property in May 2018. Booked a king deluxe ocean view room 2 month in advance. Upon arrival I was told I have an upgrade! (Platinum Marriott member) and given a 4 floor inside corner room with views of the restaurant roof.? I Asked for what I reserved/paid and I was told that rooms are not available due to remodeling. They offer generously to "upgrade " me for "only" $200 more per nite to some other room. Total joke… Only available was 6 floor double bed room At least the view was there… But then construction started. Pick hammers, grinders, hammers and all the noise you can imagine from 8AM to 7PM everyday including Saturday and Sunday. Discussed the matter with front desk, which with a very entitled tone told me that I should've read the website note and "enjoy" my vacation. Terrible stay Terrible room Terrible noise Terrible front desk staff Terrible response to issues on the property Considering how they treat their most loyal customers, I wonder what the treatment will be if you are a first time Marriott visitor… Stay away from this "luxury property" with "friendly staff"!

The staff and pool area were very nice. The hotel is very clean. The food could have been warmer at the buffets. All said, it was an enjoyable stay, even with the renovations taking place. Kudo's to the staff.

Great resort, was here as part of a Summit. Loved the pool and the restaurants I visited. The Thai restaurant attached to the sister property Marriott has excellent service — don't miss it.

Very nice hotel with a big pool and few nice restaurants. We visited the Sedona Grill restaurant for delicious Mexican food twice. Friday night was buffet dinner with live Mariachi band. Greatbexperi nice overall.

This is a quite nice hotel, the facilities are superb and the attention of the staff quite good. They have a garden and they carry out various activities. They have access to the beach that has it well maintained. The quality of the food is good. There are options for conducting private events such as conventions and corporate events. On the beach there are lounge chairs and you can order some drinks. I recommend that the arrival be pre-programmed. To get out of the complex there are mobility options using public transport.

The best hotel in CanCun, well organized, good location, excellent staff attention, from the arrival at reception, always with a friendly and smile, issues that indicate good customer service. The room was spacious and comfortable. We didn't have any incident during our stay. The service of the restaurants is very good. It is definitely a place that I recommend and consider in the following visits to Can-Cun.

I have had the opportunity to frequent it on a couple of different occasions, in different years, in holiday period. The staff were very friendly and helpful, the service was excellent. It is not a cheap place but the value price is very good. The best thing is that there are 2 pools one family and another for those who prefer a bit of tranquility. One of the best hotels in Cancun.

Beautiful Hotel with a resort that offers great hospitality for the whole family, the super outstanding service of the best not anywhere in the world you can find!

Every morning we had to wake up extra early to join the long lines which start forming at 6:30 AM to wait for the pool crew to show up at 7:00 AM so you can get beach towels to place on beach chairs next to the pool. Otherwise, you wouldn't have a place near or by a pool. But, we were able to see the pool on the Marriott web site! SO, WHY BOTHER GOING THERE! If you like salt, then order room service. The excessive salt on the burger and fries that we ordered from room service made it uneatable. That goes for all the other food we had there. They called us 30 minutes after we ordered room service that the discount we get at restaurants fro being a Marriott reward member wont apply to us. Some of the staff were genuinely nice. Some others knew how to make you feel bad in spite of us being nice and courteous. Everyone expected a tip. Even the people working in the hotel store as cashiers. The facility is run down and needs renovation and its moldy.

May 2017 — This was my first trip to Mexico, and I was not disappointed! We chose the JW Marriott because we enjoy the Marriott hotels in the US, so we felt it was an easy decision. We also wanted a hotel that was not all-inclusive so that we could eat at different places around the hotel zone in Cancun. The hotel is beautiful, as are the pools! The pools at this resort are way nicer and cleaner than the resort that our friends were staying at. The room was exactly what you would expect for a Marriott — so clean and comfortable. We had a beautiful view of the beach and the pools. The only thing I can complain about this resort was the drink prices being pretty pricey, and you have to go to the bar to get them (there were rarely any servers walking around asking if you needed a drink while at the pools, and there were never any servers at the beach, so you would have to walk back and forth to the bars as needed) Something to consider — This resort is located away from the nightlife area of the hotel zone, as well as the shops, so expect a somewhat pricey cab ride if you are wanting to go out, as it is quite a distance away. The attendants at this resort are always there to help you find a safe cab though, which we appreciated so much! We became friends with many of the attendants by the time we left Cancun.

Excellent hotel to hang out on the beach and enjoy a nice atmosphere the people who work at the hotel are very friendly and help you a lot in your stay of the hotel if you recommend go.

The hotel is super nice inside, all are friendly and willing to help, it is located almost at the end of the hotel zone.

Super nice Hotel… chic room, nice place… we eat very well… super Good service.

JW Marriott Cancun It is a resort so for those who expect JW like customer service. Like me… you will be disappointed. Pros: Nice beach front property with clean pools Cons: Our room was missed twice for daily clean up At check out the elite service gentleman was more interested in attending phone rather than thanking us for stay I have stayed over 7-8 JW properties across the globe and I would put this by far at the bottom most of the list I will try Ritz or regular Marriott next time Total rating: 2-2.5 out of 5 Can do a whole lot better Customer service 101 is needed. It is at the bottom of the list for customer service. Honest advise: this is not JW top notch service. At the best they are mediocre or okay. Honest review by Marriott Elite Member.

JW Marriott is nothing close to a five star resort property. Move past the front entrance and a sorry state of decay and dinginess awaits. The buildings are crumbling with falling tile, water stains, peeling paint, and the smell of mildew on the ground floor pool entrance. The pool water around the bridges and walkways is stagnant and filled with debris. The cushions on the chairs around the pool were filthy and worn. Food stains abound. The decor is tired, old, dated. From my room on the 14th floor, I was able to observe the mass of broken roof tiles, and scattered debris. Absent the graffiti, its nothing close to five stars. I have stayed in other JW hotels, and this does not come close to those standards. The hotel is being renovated, but this is a widespread problem. If the walls could talk they would cry out depression. The service staff is friendly and helpful because they are not the captains on this sinking ship. Management on the other hand is dishonest and unhelpful. On check in, they attempted to "up charge" us for a room with double beds as they were "over booked". Upon informing the front desk about the decrepit state of affairs permeating the grounds, the manager refused to refund us. I thought you were "overbooked"?, my wife raised after a far too protracted discussion took place to get our money back. The Marriott customer service number is hardly an improvement. Their service reps are poorly trained and offer perfunctory answers.

Construction is going on day and night! loud and very stinky. We can't go out on the balcony because of the loud hammering, drilling, and tile cutting. The ocean view is nice but the beds are horrible! we are staying here for more than 12 nights and ended up sleeping on the floor, way nicer:) because its much more comfortable. The service here is very very slow. They want tips for everything even though we payed a lot to stay here. Laundry is very expensive here about 5 dollars a shirt! when you can get it washed at the local laundry shop for way cheaper! only 6 min walk from here.

Just first class all the way! These are some of the friendliest, smartest people you'll ever know. They jump at the chance to help and their number one concern is your safety and comfort. I would go here for every vacation if there weren't so many fantastic places in the world left to visit!

If anyone is looking for a great deal on hotels you can see them on HotelRaven. Com Booked a room on there and they had the best rates around… My wife and I went to JW Marriott for dinner, and not as a guest. Overall my impressions of the hotel is very positive. It seems very clean and maintained. Because I started at the neighboring Marriott Cancun Resort, I was able to add my purchases to my room, and use up the room credit I had. Overall, my a very pleasant experience and I expect the same to be with the rooms.

Service is amazing. All the staff treat you really well and are more than friendly. I felt extremely welcomed and have no complaints. Also the Italian restaurant inside has the best food I've ever eaten. Definitely check it out for your next trip.

I tried so hard to find ANYTHING wrong about this hotel in my weekend stay, but I found no issue at all.
Rooms are neat and clean. The room was Very clean. Food and restaurants are amazing, pool and beach area are also wonderful. Definitely worth of the money paid. The best part: the location is excellent. The room was very clean.
As much as I looked for some inconvenience about this hotel on the weekend I stayed, I didn't find any.
The service is excellent, the rooms are very nice, they are spacious and they are clean. The room area is not noisy. The food and the restaurants are wonderful, the beach, the area of the pools is also wonderful. Definitely worth paying the rate they handle. The best part of this hotel is the location, conveniently located in the hotel zone, there are many places to visit near the property.

This is a very nice resort. Food was excellent and room/facility/beach was beautiful. ONLY reason for one star review is because my wife left her purse out of the safe one afternoon (accidentally). It never left the room. Upon arrival back home in the USA, we were contacted by fraud dept of capital one. Someone was in our room and took/stole her credit card. 5 stars for capital one! LOCK YOUR VALUABLES! Hope This helps.

In this great place the treatment I have received is more than excellent, the service they provide to all tourists from arriving is unique and this makes it distinguish between the many resorts found in Cancun, has spacious rooms with direct view to the sea Able to fall in love with your heart traveler, since I arrived the only thing I could notice is its considerable proximity to the sea and this made me want to stay here forever. The staff here work is really unique and make you feel like "The King of the House", everyone is concerned about providing you with a special service so you want to go back and it worked!.

Absolutely beautiful resort. Huge flowing pools across the grounds over looking magnificent beach. Wonderful, spacious rooms with phenomenal views. Awesome breakfast buffet at Sedona Grill. Our servers — Maldonado, Eleazar and Alex were so attentive and helpful!

If anyone is looking for a great deal on hotels you can check it out on HotelRaven. Com Booked a room on there and they had the best rates around… Beautiful hotel in the best zone of Cancun, Rooms are quite big and fancy, you have everything you need inside the hotek, including several restaurants with different cuisines so you don't get tired of the same food. Beautiful dawns every morning just a few steps from the beach. Blue ocean and white sands that makes Cancun one of the best beaches I've ever seen. Totally recommendable.

Good location.

Amazing resort. If you want an experience you will never forget, JW Marriott is worth it. Clean, spacious, stylish and comfortable rooms. Amazing staff and facilities. Views and environment are fantastic. All round five star.

Courteous staff, great work ethic. Not to sound like a joke, but rarely will I use a public restroom for certain activities. The restrooms here are always clean!

I was at the JW Marriott for an international congress. Maximum efficiency and professionalism.

Beautiful hotel in the best zone of Cancun, Rooms are quite big and fancy, you have everything you need inside the hotek, including several restaurants with different cuisines so you don't get tired of the same food. Beautiful dawns every morning just a few steps from the beach. Blue ocean and white sands that makes Cancun one of the best beaches I've ever seen. Totally recommendable.

It's a paradise, I stayed there for a week (June 2017) and it was PERFECT. The staff couldn't be more helpful and kind, the breakfast is AMAZING! The restaurants are really really good, the room view is breathtaking, I have nothing to complain about anything. I miss it already, and when I go back to Cancun I'm not going to risk staying anywhere else.

If anyone is looking for a great deal on hotels you can check it out on HotelRaven. Com Booked a room on there and they had the best rates around… The hotel staff, from the front desk to the pool staff to housekeeping, went above and way beyond. We arrived very early and we're able to check in which started off our vacation very well. The pool staff, especially Quenni, were so observant and nice and made our experience fantastic. Finally, housekeeping did a great job keeping the room clean. I will definitely be back and I recommend very highly!

Not very good I booked an ocean front Suite and was given a back side room. I called to have the room changed and the front desk was short and rude. I politely asked (probably not the right approach) to speak with the manager on duty. I was told she was busy and so asked her to give me a call back it was very important. No one ever called me back. After three calls to the front desk I never got a hold of a manager. Do not recommend this hotel especially for the price. Horrible service and facilities.

Excellent Place. Very Comfortable Rooms Ask for sea view. At the time of dehove, turtles come to their beach Excelente Lugar. Habitaciones comfortable. Pidan Vista al Mar. En la época de dehove Llegan Tortugas a su playa. Excellent. Comfortable rooms. Ask for ocean view. At the time of the spawning turtles come to its beach.

How can you not give 5 stars to this place?
It's all magnificent! The pool… l Hotel… the rooms… the staff… everything! It's a perfect place to be able to organize any perfect event! The pool is truly spectacular… huge!

Best vacation of our lives! My husband and I stayed here for our 18th anniversary. The staff was amazing best service ever! We ate at all the restaurants and the food was delicious the service was impeccable, we were treated like royalty. The room was beautiful and clean maid service was great I just can't say enough. We went at the end of August so it wasn't crowded at all the beach was a little rough but I don't like to swim in the ocean just play in the waves. We will be going back soon!

Very relaxing atmosphere. Rooms were clean and spacious. Loved the infinity pool and the food was delicious. Great location, not too far from the mall and club zone. Friendly staff.

I've stayed at this hotel many times over the last 4 years or so and have always had phenomenal, top-notch service. From the courteous, helpful, friendly front desk to the hard-working room attendants, this is certainly one of the best hotels in the zone. Food here, though more expensive than other hotel zone options, is worth the money. I've had many meals here — all excellent. The buffet breakfast should be tried at least once. It's an impressive spread of nearly anything you'd want for breakfast. A made-to-order omelet and egg bar, pancakes, waffles, chilequiles, and six different juices, among many other selections. The pools here are gorgeous and clean. It's tempting to simply stay in the pool rather than go into the ocean. Poolside food is decent, too. Every room offers a view of the ocean or one of the pools, even if it's just a partial view. The balconies are covered but offer a relaxing spot for morning coffee or an evening break. The gym has great equipment and is rarely crowded, and the indoor pool is great for stormy days. The indoor hot tub is a large one without the jets and bubbles you might expect, but is fine for a good soak. Outdoor hot tubs are next to the pools and each is big enough for 6-8 adults. The lobby level cafe shop offers basic toiletries, souvenirs, and fresh food and drinks. They can whip up an espresso drink, make a sandwich, or grab you a slice of pizza. Prices here are fair, but not great.

The resort and location is perfect! Their staff is outstanding always gracious and attentive. While here for New Years Eve their party in the hotel seems a bit over priced at $270 us per person I rhink a little high even for Cancun. The room was excellent but they did not leave towels after making the room and also no toilet paper. Should not have to call to ask for these things.

For your attention, courtesy of the staff. Congratulations.

My experience here was OK. There was some misunderstanding about some perks I thought were included that ended up not being included because this is s resort and not a normal Marriott Hotel. Also what pushed this down to a 1 star was that fact that my mother was walking back with us from the beach and as a guard walked by and said "you such a cutie" as whispered it in her ear. Then watched us from a dark cabana 50 feet away while we swam. It was not pleasant. After reporting this to the hotel, I was pretty much told they already gave me a concession for the misunderstanding and good bye. I won't be going back, but thats not to say your family won't have a good time. Overall it wasn't a bad hotel, but when in Cancun plan on paying for every upgrade.

Went here once and its great like every other review is mentioning, but why I am writing this review is that a family member has had a medical issue that would not allow them to go on the trip after it was already booked. Although the policy is no refunds, the manager gave my family and I full refunds making an exception. Thank you!

We could not choose a better place to celebrate our 35 wedding anniversary, the deal was a prince by the staff; the bars of both beach and interior excellent and the BREAKFAST a delight. All the comforts and luxury the order of the day. And lastly, the final detail, the champage gift of home for the anniversary, DETAILS OS John and Oralia Valenzuela.

My husband and I stayed at the JW Marriott in Cancun form October 06-11. We are so thankful we chose to stay at this location. The resort is very beautiful and extremely clean. You see friendly employees working at all times to maintain this resort as beautiful and clean as it is. Honestly, about the service, I am finding myself short of words… every single employee has a smile and welcomes you every time they see you. My husband and I had the privilege to meet some of the front desk staff and we can tell you that they make you feel better than when you're at home :) The minute we arrive we met Angel Madrazo. He is super professional, friendly and most of all he provided with an outstanding customer service. Elizabeth was there with him the morning of our arrival and she always had a big smile! A few days later, we had the pleasure to meet Magaly and as same as Angel she did an outstanding job taking care of our needs. WE MISS THEM! :) We also had dinner at the Sasy Thai restaurant and it was very unique, elegant and delicious! Great service! The day we left the resort my husband and I promised that every time we go to Cancun we MUST stay at the JW Marriott! Mercedes ALWAYS had our room fresh and clean! WE LOVE THE JW MARRIOTT IN CANCUN AND MOST OF ALL THE STAFF AND THE EXCELLENCE SERVICE AND LOCATION!

Excellent facilities high price but the luxury is worth it.

I haven't tried other resorts besides this one so I'll adjust the rating as time passes. As for now, this place was amazing. We came here for a conference and stayed here for 3 nights. We had the all inclusive package. We stayed on the 9th floor with a view of the swimming pool and beach. Service was excellent from the moment we got picked up at the airport till the day they took us back to the airport. All the staff members were super friendly and everyone said hi to you as you passed each other. When they serviced our room, the 1st round was to make the beds and re-stock the bathroom, etc. The 2nd round was what I like to call "decorative servicing". They arranged the pillows in a more artistic way and folded various towels into different shapes and added the chocolate to the bed. They never once touched our stuff as I purposely planted things to test them out. In terms of the decor of the hotel and room. I would say the decor is professional. It isn't divy or edgy like other hotels but at the same time you felt comfortable and everything was clean. I didn't find any dirt spots in our room. In terms of the toilet, they could have chosen one that was higher off the ground. I felt that the toilet was too low to the ground. There were some finishing touches on the wood and paint in the corners that could have been improved on at the time of re-modeling or construction but 99% of the people will never see or look for these details. AC worked amazingly well in our room.

My wife, my son and daughter in law and two grand daughters just returned from the JW Marriott, Cancun. This was a memorable experience. The hotel management staff led by Subhankar Saha, bar staff and everyone was so professional, courteous and friendly. Our beach front suite was beyond expectations. Our son's family stayed in the Caribbean Suite. The beach was gorgeous and the hotel sensational. We went into town on 2 occasions for dinner and it was very safe and clean. The restaurants in town were excellent. Most of the time we ate all 3 meals at the hotel. The food was extremely good. We really enjoyed our 9 day stay. Front office manager, Subhankar Saha, took care of our families needs. He was superb! We will definitely go back.

The truth to me, charm is the recomiendooo demasiadoo is a hotel lujoo has very good areas and the pool is huge.

Excellent hotel and a great kindness.

Room, view, pool, restaurants 5/5 BUT the beach is terrible… the algae makes it unbearable to have fun in it. When eating amywhere, ask how much things will costs you if you're being offered an extra taco or rice or whatever. Chamces arw that it won't be free. Sounds cheap but that's how it works in Cancun.

It is the best hotel I have ever stayed! Staff and facilities are so well focused on taking care of visitors and making the our vacation extraordinary! We will be back for another superb vacation! Thanks for making our stay so special.

The ultimate the best place to work.

Good place though breakfast was 40 dollars so instead we had to go to McDonald's even though we were reward members.

Great hotel for Cancun. Carpeted rooms plus high humidity has equated to a stinch in the room. Poolside is great, however, I had gone in for a dip in the pool and upon returning to my belongings, I was informed my seat and the adjoining were reserved for Mr. Rodriguez. He must be a fatty to neef three chairs.

Upon our arrival the staff was extremely helpful and very kind. Understandably our room was not ready as we arrived at 12 noon. We were given full access the spa and facilities. We were updated frequently from the front desk and were later upgraded for our wait. The staff, food, and facilities were a 10 ++.

Bad experience, hire all inclusive and in the Argentine restaurant ask for a dish and mentioned you that you have to pay 10 dollars extra for that is not at all included as 8 dishes. Pauley care delivered to the room at 6 pm and you have to wait, the managers never are to give your complaint. To serve you a drink they last as about 40 min. Malooooo. Besides air conditioning not Serbian or the telephone, down to reception to tell them two times that were not to fix the problem and I answer that spoke by phone "who do not understand that no Serbian phone or did not understand the Spanish". Let my complaint in writing and there are 20 days and no apology. Nooo lose their money in this great hotel in addition to expensive but very expensive not worth it.

I was at JW Cancun for a week for my honeymoon. I must say this is the worst Marriott hotel you will ever stay in. We are premier members of Marriott and hence chose this. I regret not reading it's reviews earlier. The frontdesk is dull, not informative at all, and have attitude. There are no facilities around or in rooms. We weren't given an upgrade even though there were rooms available (Manager said that was the policy). No complimentary breakfast and you ended up paying 30$ each. Every water bottle costed 6$ in the hotel. No fun activities within hotel except for the pools. Rooms weren't good and expensive. My husband tried arranging flowers for me, and the hotel staff refused to arrange even at additional cost. Overall, it is a dull place, no music or fun around and super expensive. We had a chance to visit few other hotels around and they had All-Inclusive packages around which are totally worth. We totally regret staying JW, Cancun and ensure we're not visiting them again, ever.

If there could be no stars I would definitely give it none. This place is horrible. Compared to the other hotels, the amount of money we payed to stay at this place was definitely not worth it. The front desk employees had horrible horrible attitudes. Rooms were mediocre except for the view was acceptable. Everything was overpriced! They literally charged you for EVERYTHING. Internet was 10 bucks for only TWO devices, not to mention the joke of a connection you get in the room. For paying the extra money to stay at a marriot was the worst decision ever, because it felt like the only good amenities were the pools that led to the beach. They charged you like crazy at the beach bar and the indoor bar. WOULD NOT RECOMMEND ANYONE TO STAY HERE! An Americanized overpriced hotel should never be located in mexico. Look into Playa Del Carmen hotels, they're mostly all inclusive so it's a full service from beginning to the end of your stay. I mean cmon, you're going to MEXICO. If you're into shopping at expensive department stores, and into staying at overpriced AMERICAN hotels, be my guest. I would just look into Florida or California if that's the case. Just saying.

I've stayed in hotels of all types all around the world, and never have I experienced such rude and inconsiderate service and treatment as I did here. Not only was the front desk and general staff unwelcoming and indifferent to making us feel comfortable during our 6-day stay, but a stolen property issue with the spa turned a poor trip into a nightmare. Our lost property was handed over by another guest (we met the guest who found it) to the spa staff, but when we went to retrieve it, the spa staff "couldn't find it. " From that point on, it was handled with no professionalism by the hotel and corporate Marriott will do nothing about it. With all the places you can stay in Cancun, do not go where you are treated like ants in an anthill.

Go care. Are always pending of what you need. I will come back soon.

Bother with both call and visits to ask if it's all good.