Kempinski Hotel Cancun

This 5 star hotel deserve 6 stars. The room was spacious with stunning view. The staff treated us like royal from the moment we arrived and attended every need we had. Antonio the guest concierge booked us to the best restaurants in Cancun and checked on us daily for activities recommendation. Each employees was the nicest we ever encountered at hotel. The location is perfect, 5 minutes to every corner in Cancun. Would definitely come back!!

Everything here is unbelievably fantastic!!! The room, the beach. Service beyond compare! The food is the best. Muy sad to go.

I use to be a regular guest when it was ritz carlton, but o ly gave this hotel a try when all the employees from the ritz asked me to come. I spend so much money there. I spent 30,000 peso there one night when I invited the employees that used to work at ritz, but no longer working there to have dinner with me one night too and kimpinski still don't care to value me as a customer. They nickle and dime here and the hotel is like a ghost town. They charged my to have 2 beds when I only paid for 1, but ritz carlton will always comp it. I asked for that to be comped at check in and they said no, but I figured that I racked up a huge bill after my stay so asked again and they said, why should i? I told them I'm a regular at ritz carlton and everyone knows me and I can be a loyal customer with them, and theybstill don't care. I tip like 40% of my bill here too and that's like alot. That's why all the servers knows me at and beg for me to come check out this hotel. I feel sorry for all their employees for not having me and getying their huge tips. Place is so dead so they need tips. They don't know how to runa business and they surley don't care. I'm now giving my business to InterContinental and they love me here even after my first visit. Shame on you for being so cheap to ritz carlton's loyal guest. I'm wondering how they can even gain regulars. here.

From the moment we arrived at the Kempinski Hotel, we were met with a level of service that was warm, attentive, and genuinely personalized. Every interaction—from the front desk to the poolside staff—reflected professionalism and true hospitality. The property was immaculate, with our room being thoroughly cleaned not once, but twice daily. The pool area was beautifully maintained, offering a serene and relaxing atmosphere perfect for a restful getaway. Poolside service was prompt and friendly, enhancing the overall experience. Breakfast each morning was a delight—diverse, fresh, and flavorful. The poolside menu was also impressive, and dinner offerings exceeded our expectations, both in taste and presentation. Throughout our stay, we felt completely safe and well cared for, with staff always available and eager to assist. Leaving was genuinely bittersweet—we even hugged a few of the team members as we said goodbye. The kindness we were shown made a lasting impression, and we are already looking forward to returning. Kempinski truly feels like one of Cancun’s best-kept secrets. A heartfelt thank you to the manager and the entire hospitality team. Your dedication and care did not go unnoticed. We’re incredibly grateful and hope that many more travelers discover this gem in the days to come.

This was quite possibly the worst experience I have had at a supposed “5 star Hotel”. Unfortunately an unforeseen immigration issue prevented my fiancé from meeting me in Cancun so I had to alter my plans at the hotel. I arrived today (Sunday) and was greeted by the front desk staff named Aaron. I had to make an emergency modification to my reservation and Aaron directed me to call Amex for this considering I used them as my third party intermediary. After I got someone at Amex to help Aaron I put them on the phone with Aaron and he said that Amex had to call the back reservation department. Amex then called that department and after about 15 minutes of waiting Amex reported to me that they were unable to help me with my reservation because there were no managers available. I then asked Aaron about this and he said yes “I am the only one that you can talk to”. He basically sent me on a wild goose chase and wasted my time. He was extremely unprofessional, unhelpful and lacked any sort of general customer service skills. I got so fed up with the lack of service I booked at the Waldorf not to far away and had a much more pleasant experience. The limited time I wad there I saw extremely large cockroaches and stray cats everywhere. Buyer beware! Definitely not worth the money for such disgusting customer service and cleanliness!!!