Kempinski Hotel Cancun

Visited this property and based on it being a 5 Star resort was disappointed in a few things. The room furnishings are outdated, including things like outdated outlets, lack of charging docks and telephones in the room that really show the age. I would expect nicer linens on the beds at this level. The blankets provided were overly washed, thin and worn. The upholstered chair in our room had wear and rips on it on the ottoman as well. The patio had cracked tiles. The steam room in the women’s locker room in the fitness center smelled odd with brown liquid coming out where the steam was. Service was good in every location of the hotel. Breakfast was very good. I found it frustrating that the entire pool area was completely shaded by 4 PM. This is just based on how the hotel is structured and where the sun sets. The color of the ocean is beautiful here and we enjoyed this hotel’s proximity to some great local restaurants. Overall, this hotel needs updating in order to live up to its 5 Star rating. We did find that all staff were friendly and attentive.

My room air conditioner thermostat controller appeared to be functional. However, the conditioning unit put out cold air all night despite the thermostat being set higher and higher several times by me before I switched it off. The outside air temperature was in the mid 50 degree Fahrenheit range- I would guess my room was in the upper 50’s. Finally, maintenance looked at it around 5am. They determined my heater was inoperative and could not be easily repaired. Front desk advised that there were no options for me; the lady I spoke with there (over the phone) was very unsympathetic, uncaring and unapologetic. I asked if I could receive a breakfast buffet voucher (hoping to get a hot coffee or tea to help warm up) since much of my night was inconvenienced by this temperature problem and I was already awake. After a brief hold, she said no and offered no other resolution for me. I stay in hotels a lot, and I rarely have any issues. I can’t recall ever being blatantly disregarded like this by a hotel staff member(s) (front desk). Very disappointing.

If you have the opportunity, I strongly recommend visiting the Club level. I do not claim to know every executive lounge in the world, but I have experienced quite a few, and this one is the best I have visited. The atmosphere is consistently calm and relaxing. The staff are warm, attentive, and genuinely welcoming. The service is both prompt and flawless. Special thanks to Will and Ami for their exceptional hospitality. The food is also excellent: fresh, refined, and truly enjoyable.

Very good hotel for people want quiet and luxury vacation! extremely clean .excellent service ,and really nice hotel , one of the best in Cancun..my opinion ;-)

Had a great experience. Room and food were excellent. Gerardo at the beach took great care of us and made the experience, memorable and stress-free.