General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating1105 reviews
Very nice large resort
If you want to stay at a nice big resort in Cancun, the JW is a great option. The grounds are very nice - the pool is big and even when people are in it, didn’t feel too crowded. The service was very attentive and efficient. I only had one night here and enjoyed the resort more than I thought I would (I’m not usually interested in massive resorts). My only complaint to an otherwise great review is that my room a/c probably only got the room down to about mid-70s Fahrenheit. This was ok but I do like it cooler when I sleep. The thermostat said it was set at 65 but it definitely wasn’t that. If I was staying more than a night, I would have had engineering look at it but it wasn’t worth it for my length of stay. There is a way to take the elevator for the lobby level and exit to the pool - this is useful to know bc sometimes the elevator doesn’t make it to the pool level when things are busy.
Excellent, great customer service! Beautiful resort.
Wonderful Thanksgiving Vacation! The service at this hotel is amazing!! Starting the the Food and Beverage Manager, Ms. Margi, this lady went above and beyond to get us a table at Agustinos (Italian Restaurant inside the Hotel). We forgot to make a reservation and without us asking she was able to make it happen and even send us free drinks to make up for the wait. Margie truly made us feels super special and welcome. The cashier at the 750 shop, Ms. Domi Palma provided a friendly and courteous service, she welcome us in the store, assisted us with answers on the different food choices and she was very friendly, again another example of customer service where we felt welcome and taking care of. Thank you Domi :) And last but not least, we rented a cabana for the 6 days we stayed at the hotel, during our last day in the cabana our cabana concierge was Javier. Javier was supper attentive, nice and friendly. He ensure we had all the amenities the cabana provides but most important he was super nice, respectful , cordial and it didn't go unnoticed that wanted to make sure we had everything we needed. Excellent customer service provided by Mr. Javier. We spend every Thanksgiving in the Cancun Resort, this was our first time at the JW, definitely coming back! 5 star service. Claudia Soiza Thank you!
2nd Year doing Company Conference at the JW Cancun – NEVER AGAIN!
2nd Year doing Company Conference at the JW Cancun – NEVER AGAIN! Hello. I am an Ambassador Elite and company president for a growing fertility company with 30 staff members. For the 2nd year in a row, from November 18-21, 2023 we hosted our all-company annual retreat and CPE conference at the JW Marriott Cancun Resort and Spa. We booked 29 rooms and opted for the all-inclusive package, and spent more than $60,000 USD. FOR SURE, this will be the LAST year we host our event at this Marriott, largely due to one single staff member—Margie, the food and beverage supervisor, who made our stay miserable, and frankly, many of our staff members felt afraid of her. I have filed a complaint with the Ambassador Elite Team at Marriott. Let’s see if they reply. Some things were very good about the hotel. But Margie ruined the whole trip….. Pros: We paid for the all-inclusive option for all 30 staff members and my family. There are a few restaurants. For breakfast, the choice is Bravio’s (buffet breakfast). That was always good. Everyone loved it. For lunch, you can eat by the pool (Beachwalk) or at the 750 Pizzeria. For dinner, the choices were Sasi Thai, Bravio (Spanish), or Gustino (Italian). The best food by far—very far—is Gustino’s. There is one waiter there, named Gustavo, who should be promoted to the F&B manager for the whole hotel. He truly sets the example for all others to follow in every way. Polite, fast, constantly followed up. Just amazing. Jorge Ramos at the Beachwalk was BY FAR the most attentive waiter and very friendly. The other restaurants had good food, and “just ok” service. Not bad. Just not 5-star quality. The rooms were ok. But for the CEO of a company bringing 87 room-nights and an Ambassador Elite, I have to say, my room was very average. Nice view. But the room was small and definitely the hotel did not make me feel special in any way, ever. There was zero distinction about being an Ambassador Elite, nor did anyone pay any attention to the fact for the 2nd year in a row, I brought more than $50,000 USD in revenue in one stay. The only exception to this is Elizabeth Mendoza, who is a manager in F&B. She is truly the only person who went out of their way to make me feel special, checking on me all the time. And it is through no thanks to the management. She did this because I know her from staying at the W Hotel in Mexico City and because I spend so much time in these 2 hotels, we have built a great rapport. She should be considered for a higher-level management position, as she really gets what extra attention and service is all about. Cons: There is one person who RUINED the entire conference for all 30 of my staff and my family and that is Margie, the F&B supervisor who floats around from the Lobby Bar and the Beachwalk etc. She constantly made our team feel like second-class citizens, rolling her eyes and laughing at everyone in my company. Many of our staff are LGBTQ and we felt that she was anti-gay for sure. So I would NOT recommend this hotel to anyone who is LGBTQ, or if you encounter Margie, you will be made to feel unsafe. On Monday, November 20, 2023, at 1045pm, about 25 people from my company, including me, all went to the lobby bar after our dinner at Gustino’s (which was excellent by the way thanks to Gustavo!). We were first told by Margie that someone would come to our tables. But after 5 minutes, we could see that no one was coming, so at 1050pm, several of us went to the bar to try to place our orders. The bartenders all said “we are about to close in 10 minutes” and would not take our orders. So I asked to speak to a supervisor and Margie came to my table. I explained that as soon as the bartenders all saw our “all-inclusive” wrist bands, they said “we are about to close” and would not help us. I told her my staff all felt that we were being treated differently for some reason and it seemed it was because of our “all-inclusive” wrist bands (gratuities were included, even though we always tipped more at every venue on the property). When I explained this to Margie, she replied “Are you done screaming? Too bad, bar closed” and she stormed away! I was with almost my entire staff and we were all left in shock. Everyone said “Brian, you weren’t screaming. I can’t believe she just did that!” So one of my team members went to the front desk and a night manager named Eric Martinez came to speak with me. I explained everything to him. And he said he would file a report and told me that the F&B manager, Guillermo Canto or GM would be in touch with me the next day. No one ever called me. I continued to request at the front desk or via Elizabeth about Mr. Canto or anyone else in management to contact me. They never did. So basically, Margie’s behavior was just swept under the rug. For the remainder of our stay (my family stayed until Friday the 24th of November), every time we would see Margie, she would roll her eyes and laugh at my family as if to send a message “Haha, look I am still here and nothing happened to me.” She made my family feel unsafe. And she made my company—of 30 people—feel unsafe, and she displayed this behavior in front of all of the other JW employees, sending them all a message that it’s ok to treat guests like this. So, for our next annual retreat/conference, we will NEVER consider the JW Marriott Cancun Resort and Spa—not as long as Margie is still employed there. It is shocking to me that as a person who spends more than $150,000 USD per year in Marriott properties, as an Ambassador Elite, and as the decision maker to spend $50,000 USD per year on a conference at the JW Marriott, that not a single member of management, other than Elizabeth Mendoza (and the report taking by Eric Martinez) expressed any sort of apology nor offered any reassurance about action that would be taken against Margie. Nothing. Not even a phone call or a message in my room. Shame on the F&B manager and GM at the JW Marriott Cancun! We will never again host our conference at your hotel. But you have already shown that you don’t care. What a shame.
Wonderful Thanksgiving family vacation
Traveled here with husband and 2 kids (7 & 10). The pool is very nice and big - loved the infinity section. The cabana rentals are a great deal - do it if you can! The bar staff check on you often around the pool. There was a very nice buffet breakfast. The beach here is amazing - there is a sandbar area and waves aren't so large that young children are able to enjoy it. The sand is amazing and the sunrise is a must see (some rooms can view sunrise from their balcony.) we stayed in a Caribbean Suite which was spacious and beautifully decorated. I just wish hotels would realize that rooms need more than 1 towel hook in a bathroom...especially a beach destination. This is my pet peeve! The foyer area could have easily housed 5-6 hooks to hang swim items for drying. Instead everyone is hanging them out on their balconies. The staff are all very friendly and many new us by name at the end of our stay. One down side to this hotel (and restaurants in area) are the prices for food. As someone else said a bag of chips is $18 in the gift shop, bottles of wine are over $60 each. There isn't any place very close to walk for snacks/drinks to purchase. Everything in the shop was ridiculously priced - to the point I never actually saw anybody buying anything. I guess I didn't expect Mexico to be so pricey. The bathrooms around the room pool need to be better cleaned - when I chatted front desk about it they did address immediately but constant attention would be good. If you take a cab to the mall - only 5 min away be prepared to spend $20 one-way. Make sure to bring lots of 1,5 & 10 bills so you aren't always rounding up to the nearest 20 for purchases. There was construction on the adult only area but honestly we never heard a peep.
Can’t wait to return
Another incredible stay at the JW Cancun! This resort is incredible in so many ways! The resort is clean, rooms are well maintained, house keeping does a good job(including nightly turn down service. What makes this resort stand out above others is the employees, they go above and beyond to make your stay special. We used Club 91 which is such a wonderful amenity. Breakfast,lunch, and dinner were all tasty. The staff is the club are the finest around. Each member treats you like family. It was so fun to return to all their smiling faces. Salvador leads this team( to many names to post) and every one of them does a spectacular job. Off property there are several restaurants to walk to. Can’t wait to return next year:)