JW Marriott Cancun Resort & Spa

Heavy construction work. Avoid this resort.

4.0

This hotel is undergoing a substantial renovation starting July 2026. Not sure when it ends. The hotel does not inform customers about this, so you only find out when you arrive. This negative surprise was a big topic among many of the guests when we were there. The main entrance and lobby are closed by plastic covers, and drilling noise makes it difficult to talk - even with the front desk staff - while the work is going on. We had significant noise around our rooms and workers with all kind of tools were everywhere aroubnd the resort. Walkways are closed and so is one of the restaurants. Several elevators are inoperative, leading to very long waiting times ans riding times. The hotels does not offer any relevant compensation, so be prepared to pay full price for a massively disturbing experience.

Beautiful week at the JW Marriott

10.0

Beautiful week at the JW Marriott with family! Despite all of the “beautification” in process, we had a wonderful time on our annual vacation. The best is that the pool area is not being renovated, so you can enjoy your vacation with all of the pool staff, like Manuel and the other waiters. The breakfast staff was wonderful, along with the bellman. Thank you for taking good care of our little family this week!

The Perfect Getaway

10.0

We had a short but sweet stay at the JW Cancun. We had major flight delays and unfortunately missed our first day of our trip, however, the JW (specifically Angel) went above and beyond to help make up for that lost day of our trip and we couldn’t be more grateful. We did Club 91 which I 10/10 recommend. Eduardo from Club 91 was an absolute gem to see everyday. He couldn’t be a better human, he brightened our day every time we interacted with him! Same with chef Luis in Club 91. They brought us so much joy on our little vacay there! The service was top notch. The food was excellent. We can’t wait to return to the JW Cancun! Thank you for everything.

Paradise in Cancun

10.0

We only spent 3 days at the JW after we came from Planet Hollywood adult scene. I wish we would have stayed longer at the JW. We booked Club 91 and it was well worth it. The food was fantastic each and every meal every day. The pools were never crowded and the beach had a little Sargasm but we were able to go into the ocean to swim. We will be going back next year for a longer stay. It was soooo peaceful and relaxing

Poor experience with concierge and travel services & construction

4.0

The hotel property is very clean and understood there may be some construction but found to be more construction that expected when booking through Chase Travel. Main hallways are diverted and elevators are closed for the construction. Our biggest issue was 2-3 weeks prior to the trip we reached out to the hotel concierge that directed us to the travel agent to book an excursion. From the hotel concierge we were sent a brochure for excursions and told to contact Destination Services Excursions at destinationservicesexcursionsmx@tui.com to which we did and were put in contact with the contact that is located within the hotel. I took a screen shot of the excursion that my son and I wanted to go on for the Tulum Experience which is visiting the ruins, mayan village, swimming turtle beach and swimming in an underwater cave (cenote). Only until we were picked up and halfway on the 1.5 hour trip was I notified by the guide that I was booked only to see the Tulum ruins. Which I would not have spent 3 hours in a bus for a 1-hour tour had I known when booking. When I returned to the hotel which my wife had already notified them of the issue, they asked that I wait for the sales rep that booked the trip to resolve the issue. Upon my meeting I received excuse after excuse on the mix up and it was obvious they were not willing to credit the trip or resolve the issue both with Destination Services Excursion and the JW Marriott Cancun concierge service who initially sent me the brochure. Instead of owning up to the mistake they would only continue to make excuses on how I misinterpreted the communication. Sadly, this is a nice property, but I would not visit this property again.

Excellent Customer Service

10.0

Thanks to Axel at 750, it was a great experience he genuinely was interested in make our staying memorable. All the time checking on us making sure we have what we need. Thank you so much!