JW Marriott Cancun Resort & Spa

As a frequent Marriott customer, it gave all the great experiences you expect. The service/staff was excellent, especially the pool wait staff. They were very attentive and you didn't have to wait long for anything. The food/drink around the pool was delicious! The daily fresh guac and chips in the bar was what we looked forward to every day (along with a refreshment). The only negative is that the other guests insisted on reserving the comfy pool chairs starting around 7am every morning. As we are not early-risers, we ended up sitting on the non-cushion chairs every day. This was fine, but it was a bit annoying.

Amazing service! Best family vacation. We will return!

I don't really like Cancun- so tough to say. This was a nice property for Cancun. We were at a wedding, and food was excellent for the wedding event. Lap pool was simply amazing, don't miss this and the indoor Jacuzzi at sunset. Safety in hotel questionable, there was an attempted break in down the hall. Tons of kids and families. The gates to beach were not kept secure, and staff didn't seem concerned about security. Lastly, I got super ill likely from smoothy shop. Had to take antibiotics, and flight home was a miserable experience. Try restaurant across the street- Freds Fish. It was wonderful (and not where I got sick).

I will start off with the good aspects, because there are many and finish with two issues that need to be addressed by management to improve the guest experience. We have been to Cancun several times and stayed at the Ritz Carlton (now Kempinski) and Waldorf Astoria. Both the Ritz and the Waldorf were wonderful properties and we always had great experiences. We love the Waldorf, but we wanted to be closer to Cancun this time, so we tried the JW Marriott, because of our Bonvoy affiliation. The property is a wonderful, larger, family-friendly resort, very clean, with many dining options and service is very good. The pool is one of the best parts of the resort, because it is so much larger in person than photos or videos represent. You can swim from one end to the pool through a lazy-river-like configuration to the other end which has an infinity overlook. The pool serves fantastic food and drinks and we spent a lot of time enjoying the pool and beautiful beach. The pool also has plenty of loungers, even for the late arrivers, but you you do have to reserve chairs early (NLT 8:00 A.M.) if you want chairs in a specific area of the pool. The spa, fitness center, indoor pool and tennis courts are all excellent. We would definitely return to the resort for vacation. We stayed in a Large, 1-Bedroom, Ocean-Front Suite with Club 91 bundled access on the concierge floor. This was definitely one of the nicest rooms we have ever stayed in with awesome views of the ocean. We also liked having a min-elevator at the end of the hall, which provides private elevator transport which is really convenient. We would like to acknowledge the following staff for providing outstanding service, Frank (Club 91 Concierge), Eduardo (Club 91 Mixologist), Jesus (Club 91 Morning Chef) and Ambar (Manager). A very fun experience was attending the complimentary margarita-making class by Eduardo. We really enjoyed having Club 91 access for daily meals and drinks. The food and drink quality was always excellent and they have a carving station every night with some special offering. Club 91 provides full buffet meals, so you don't need to go out to a restaurant for dinner unless you want to. We did eat at Sasi Thai one night, which was very good. We also visited the Gift Shop/750 Pizzeria every morning for coffees. Besides being a gift shop they serve coffee drinks, breakfast sandwiches, pizza, gelati, etc. which is very convenient. One final thing to mention is that the resort uses Prestige for dedicated in-resort airport transportation which we totally recommend. We reserved a private luxury transportation which was well worth it and the drivers were excellent. Front Desk/Front Office: 1) We were immediately assessed an additional $125.00 per night Club 91 charge for a third guest. We were told that it was documented in our reservation. We checked our reservation and there was no mention about an extra guest fee. The reservation included 3 adults with bundled Club 91 access. The Front Desk staff argued with us about the charge, and were not willing to waive the charge. If this was a Ritz Carlton it would not have been an issue arguing with a guest in person. 2) We had some minor issues with billing upon return to home. The final bill provides an email address to contact for issues, but nobody responded to several attempts. We ended up calling the resort directly several times and being directed to three different people and countless emails. The first two people eventually stopped responding and the third person helped to resolve our issues. One of the main problems is that your final bill is in Mexican Pesos, so it has to be manually converted by the staff for the USD equivalent. We never have this issue when we travel international, as the final bill can easily and quickly converted to any currency. Club 91: 1) The serving times are very specific and they do not begin serving until the specific start and end times. You are also not permitted to remove anything from Club 91 except for beverages in the self-serve refrigerator, e.g. bottled water. Also, do not plan on having any desserts after 8PM, because they are all cleared immediately after dinner, even though they advertise desserts from 8-10PM. The only thing that is offered at that time as we discovered is snacks, e.g. cheese and crackers and drinks, so that should be updated in their offerings. 2) Some nights that we were at Club 91 for dinner none of the food offerings were labeled, so you did not know what the entrees were unless you asked. Other nights they were clearly labeled, which is helpful for food preferences and allergies. 3) Upon departure we went to Club 91 ten minutes before the lunch serving time to have a quick snack before going to the airport. The food servings were already out, but as we attempted to take a few items a chef that we had not seen before emerged from the kitchen area and shouted at us loudly to not take any food and to put it back. It was a very rude and embarrassing experience and we were all in disbelief since all of the food servings were already placed.

My family and I enjoyed our stay at this resort. We always found a great pool or beach side area to hang out and received great service from Jacete. Food was excellent at all the restaurants we webt to. Would definitely come back!