Kempinski Hotel Cancun

Our stay at the Kempinski was truly exceptional. Wilbert at the Club Lounge made our visit especially pleasant and enjoyable, his professionalism, warmth, and attention to detail, along with that of the entire team, truly elevated our experience. We would also like to express our sincere appreciation to Miguel at the concierge for his outstanding assistance. He was consistently attentive, kind, and efficient in addressing our needs. Even though we spent our last day at the hospital due to a food-related inflammation, the kindness and care shown by the hotel staff made all the difference and ensured we still left with wonderful memories. What made our stay even more special was how everyone, from the Club Lounge and reception to the restaurants and beach area, knew us by name and made us feel genuinely cared for. Their warmth and hospitality created a truly welcoming atmosphere that made our time at the hotel both memorable and delightful. We wholeheartedly recommend the Kempinski for its remarkable service and personal touch.

Dangerous, hostile, fundamentally horrible on all levels. Hands down the worst hotel experience I have ever had, lucky to have made it out alive. Cannot more strongly suggest you find anywhere else. Management has no safety interest for guests, and uses local police to cover up bad actions. I had intruders in my room regularly which I asked management to help stop, went and filed a police report for stolen items, stated the issue to management repeatedly, who then took my passport and threatened to have me arrested under false pretense if I didn't comply with signing various documents they would not let me read.

Fantastic location , excellent service you are treated like royalty . The rooms are very spacious and clean with incredible views of the beach . We were upgraded to club level with all the perks of club dining and services . Amazing stay will be coming back .

We had an exceptional visit. Incredible staff with remarkable service all around. The location and the beach are stunning . Very memorable stay . Not a single glitch. We will be back ! Luxury redefined. 😊

My first trip to this hotel in 2023 was absolutely amazing but as of September 2025, it’s lost some of its magic (in my opinion). In 2023, I visited alongside my sister and her family, and we had a very enjoyable time. While planning my mother-daughter trip this year, I was excited to show my mom this place I had gushed about! Unfortunately, it fell short of my expectations. Pros: - We were welcomed nicely and got a complimentary room upgrade. - Most of the staff were still as lovely as I remembered. - They helped us find an item that was left behind. - The beach has less seaweed than some other resorts. Cons: - The welcome dessert I received in 2023 no longer existed. It wasn’t a need but was a pretty nice touch that didn’t exist this time. - The room smelled musty when we checked in. It got better with the AC on. - Also, you’re now entitled to only two complimentary bottles of water a day. That was new but we assumed it could be recession-related. - Our reservation included breakfast and on the last morning, a wait staff acted like we weren’t eligible to eat there. He claimed we had checked out the day before (with a weird attitude) until he confirmed we hadn’t. It’s a little sad to see what it’s become. We were pretty excited to leave and that isn’t what a great time should feel like. Fortunately, we got to continue our trip at another resort where we felt really pampered! Unfortunately, our relatives who were meant to visit Kempinski will no longer be doing so because vacations should feel dreamy.