General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating1001 reviews
Club91 is the best. Marco is great.
We love Club91. The food is fantastic, the staff is amazing. Such a wonderful benefits at the JW. Thanks Marco for you hospitality! And Luis for the chilaquiles! Although we love the other restaurants at the JW and eat at them as well, having club91 just makes life easy.
Incredible JW Marriott Cancun!
We had a FABULOUS stay at the JW Marriott Cancun and we didn’t want to leave! Sometimes you’ll read 5 star reviews and think “but is it really that good?” This resort is the real deal and absolutely incredible. The resort and the service is truly 5 star. Our room was modern and spacious, with a huge balcony! It looks like all rooms have large balconies facing the ocean, so you can’t go wrong. Shoutout to Marcos for keeping our room immaculate! The pool was magnificent with the infinity pool overlooking the beach. Very comfortable chairs and ample sun & shade. The view from the pool deck was so fabulous we didn’t even feel the need to go down to the beach. Hidalgo, Manuel, Ivan, and everyone at the pool made sure we were well taken care of. All of the food and drinks are excellent!! Speaking of the food, everything at all of the restaurants was top notch. Gustino’s was the true star for us. We love good Italian food, and this was truly a fine dining experience. Bravío was equally phenomenal. Shamira took amazing care of us twice at the speakeasy and once at the restaurant, and she is truly amazing. Try the croquetas de jamón! The lobby bar was phenomenal. (Can you go wrong with 150 margaritas?) Eduardo, Aitalia, Brenda, and the whole team were excellent! If you enjoy tequila, definitely try the tequila tasting, it’s wonderful! This only begins to cover how wonderful our stay was. We can’t wait to return! THANK YOU to the JW Marriott Cancun!
Awesome Spring Break with amazing staff!
We stay at this resort every year and we keep coming back because of the AMAZING staff! This hotel is perfect for families and it has one of the best pools I have seen at a resort. The Mexican hospitality goes above and beyond and we enjoy every minute of our stay here! Special thanks to Doloures, Pedro, David, Angel, Manuel, Sergio, & Victor for making our daily breakfast at the buffet so very special! We just adore the staff at Bravia! Also thank you to the awesome Beach Walk staff. The food and the views are so good and the hotel is so easy to get to from the airport.
We love staying at this property. As Titanium Elite Marriott Bonvoy members, we had multiple suite nights available, so I requested they be used for a grand oceanfront suite. We appreciated that JW approved, and we had a lovely upgrade. We stayed once again as part of Club 91, which had excellent food presentations throughout the day. The service at Club 91 was impeccable. We did not go without, no matter what it was. Special recognition to Salvador, Sebastian, and Marco, who were there to meet our needs and truly cared about our experience! The pool area service and beach area were immaculate. The service for drinks was excellent, always ensuring that we were highly satisfied. I would also like to recognize Sellene at the Elite desk, who was extremely cordial and professional. In addition, waitress Atalia Zacarias was very attentive and customer-focused. The individuals noted above truly reflect the JW Marriott brand. They genuinely care about their customers; to my husband and I, that means a lot! CON's: The first issue was being charged for multiple mini-bar items we did not have. Guest relations consistently told us they would send someone to the room to check and remove it from the bill. That did not happen. I had to report it NINE TIMES until I finally decided to go to the Club Concierge staff, who were finally able to resolve and remove the charges from our bill. We were blown off by guest relations regarding this issue, but we appreciate Club 91 intervening to resolve this. The second issue was housekeeping. The lack of attention to our room was truly surprising. Opened coffee pods (which were NOT ours) were left in the coffee area, and the sink was not clean from the previous coffee user. When we checked in, the shower gel in the bathroom was ¼ filled, which surprised me. The most annoying was the lack of nightly turn-down service, which is the protocol at this hotel. Typically, this is not a problem for me, but it is how our housekeeper deliberately handled this service or lack of it. When she saw us return to the room in the early afternoon, she would knock on our door and ask if we needed towels. She would then hand us two towels and two pieces of chocolate. Unbeknownst to us, this is how she handled nightly turn down around 2:00 in the afternoon. She was cutting corners to cross us off the list as nightly turn down completed. We finally reported this to Club Concierge, who reported it immediately to the housekeeping supervisor. They sent two staffers to our room who did the final touches, which we lacked daily. But even then, being in a luxury suite at this luxury property, when we presented to our room after they had been there, they had left five pillowcases thrown all over the lounge chair in the bedroom. It was very surprising and disappointing to see these practices at this property as, in our opinion, this does not reflect the JW Marriott brand. Hopefully, when we return in December, issues of this nature will not reoccur.
Best of the Best!!!!
We have been to this JW multiple times and every time we have an exceptional experience, however this time the JW team really hit it out of the park. This year we celebrated my birthday and our anniversary, I did not think much when the front desk asked us if we were there for a social occasion. On my birthday, we got complimentary drinks, a small cake and on our anniversary champagne and strawberries in our room! I have no clue how Marriot does it but they have the absolute best team in place to take care of you if you choose to visit. I could list the names of the associates who made a spacial effort to make our stay incredible, but I would practically be listing the names of every single team member in the JW. It was an absolute pleasure to spend a week at the JW and we are counting the days to do it again!!