General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating915 reviews
Would like to point out that the property is lovely, the staff very friendly, besides the front desk and management. Have stayed here before so when the opportunity came to go to Cancun with some family members, I said we should stay here. We booked through Costco. I assume Marriot wouldn't have their properties listed with Costco if in fact they didn't want to do business with their members. We had very specific problems with our room in that it was not even close to the category we booked. It took 24 hours to get it straightened out and 3 phone calls to Costco for help. The general response from the front desk was, "well, you didn't book direct, you booked with Costco...." that was the answer to everything even when we showed them the receipt for the room type. Sorry, can't help you, next time book direct. "Yes, we know you paid for a ocean view room and yes, we know we put you in the worst room in the hotel that faces a pizza parlor, sorry, you should have booked direct." To their credit, Costco was very helpful.
Excellent service - Salvador and Sebastian at Club91 were top notch!
We stayed at the JW Marriott at the end of December. The resort was busy but we expected that since it was around the holidays. The Club91 staff made our stay absolutely amazing! Their service was top notch and they were so personable and attentive to our needs. Salvador and Sebastian went ABOVE AND BEYOND to make our stay so special and we will be back and will continue to recommend to family and friends all because of this wonderful team!!!
Room not cleaned properly prior to arrival and no one was bothered
Arriving after a long haul flight to a new country for the first time, I felt happy to NOT have to worry about where I had booked to stay as I've stayed in Marriott Group hotels for years. I actually used Bonboy points for some of this stay as had some left over since before the pandemic. Well. Cut a long story short, the room wasn't cleaned properly before we arrived, it was thick with dust, grime, hairs and, our first experience of Mexican food was the left over take away in the fridge..... Reported to reception, they just said 'oh' Reported to guest services - same response. Complained politely and in Spanish. Nada. Took the takeaway down to reception and they just took it off me with not one word. Slept in our clothes on the beds as beds themselves weren't clean and the whole place just felt dirty. Totally not what you'd expect in any hotel room. Checked out after two days and emailed Marriott. No reply. Could have been solved by sending a cleaning team straight up and suggesting we sit in the bar for an hour.
This place never disappoints!
We recently had our 7th visit to to this fabulous hotel and it never disappoints. The hotel is clean, comfortable beds, amazing pool and the water is turquoise blue. We had the perfect room which allowed us to watch both the sunrise and the sunset--- it doesn't get much better. While the resort is amazing, what makes this location extra special is the staff. Every single employee works extremely hard to service all of their customers. They truly make you feel appreciated. This year, we had the pleasure of having Rafael (Brad Pitt) make our drinks and the margarita's were excellent. As always- Antonio and Jorge made sure that we had everything that we needed. Thank you for another great vacation!
Great clean hotel
This hotel worth every penny after a big drama in tulum and play de carmen with hotels we finally find the best one very simple and clean quiet with tasty breakfast and some choices to dine at night . The rooms are clean and the beds very comfy . i record that hotel 100% if i ever visit cancun defently i will stay there again