JW Marriott

I always disclose that I am a Marriott Platinum Elite member as this definitely creates some difference in experience. This year I’m actually a Platinum Premier Elite.
We arrived around 1 pm. Check in isn’t until 4 but we were given a room right away. Last year when I visited the Marriott Casa Magna next door I arrived around the same time and got my room in an hour which was great too.
As a premier member I received several discounts throughout the property. The discounts on restaurants increases the more you eat on the property, which we did for all meals.
The rooms are pretty standard throughout the entire property. It was clean and didn’t strike me as too dated. People are constantly cleaning. The beds were great and there were ample towels for the 2 of us. The room has an unlocked mini bar but we didn’t use it since it’s easy to hit Wal-​Mart or a quick Mart close by to stock up on cheap snacks and drinks. There is also a small market that had everything AND pizza on the lobby level which was super convenient.
House keeping was prompt and thorough each day as was evening turn down service complete with chocolate.
I don’t think this is a spring break hotel, which is great for us, so we didn’t have any problems the entire 4 days getting chairs by the pool, with or without shade. The pool area is clean and well maintained. You do see a lot of towels on chairs that no one is using. That’s a common theme at all resorts and an annoyance for guest when it’s not properly policed but we didn’t have any issues. There are chairs and mini tiki huts on the beach as well. More than enough to keep everyone happy. The pool /​beach servers appear regularly and return with food and drinks promptly. Food is edible. That’s all we can expect from pool food. Drinks are ok. Never enough alcohol and they melt quick but it’s Cancun and the sun was doing its job quite well so nothing you can do about that.
We tried 4 property restaurants: Sedona, The Argentina steak house, Hibachi, & Gustino’s Italian. I will review all separately. All were great.
We also got massages. They were awesome. The spa area is really nice and well staffed. Both my daughter and I had male therapists and they did a wonderful job.
Sometime you’re walking and approach a worker who is busy our heads down but they always pause to look up and say hi. I really like that. Some obviously don’t speak much English but great you with a HELLO or they just say it in Spanish. The service is great at this hotel. I was very pleased and will be returning here when ever I visit Cancun.

Fabulous staff, service, food, cocktails, pool, beach, and stay — cannot say enough about how impressed we were.
Be sure to ask for the Gormet Food Pass at check in. They still use it and it is a tremendous savings! They won’t tell you about it, you have to ask so make sure you do!
The reviews about how comfortable the lounge chairs poolside are absolutely true. So are the ones about snagging your chair early — but the sunrise is gorgeous so starting the day early was a blessing in disguise.
I’m not sure the brunch at Sedona Grill was worth the hype or the price. As a gold member we even received a discount each day — I’d still say it’s overrated. Good. But overrated. Room service was less money and frankly better and more relaxing.
Pool side service is impeccable — they are polite, FAST and genuinely friendly. In fact service everywhere was stellar. The staff has impeccable manners and are very courteous and kind. Well done JW on the hiring! The staff at Gustino’s in particular deserves a shout out, from the live saxophone player to the guy with the bread cart — very well done. We also REALLY enjoyed the Hibachi restaurant and the oysters at Sedona Grill (dinner).
Drinks are also very good. They’re not those fake, sugar filled fake cocktail mix concoctions so may resorts use, they were fabulous, real fruit and juice and I highly recommend them. If you want to give them a kick — buy a bottle of liquor from the gift shop and pour away. Although we didn’t find it necessary. (We enjoyed the mango smoothie and added rum — delicious).
Rooms — you want to be above floor 4 at all costs and the rooms with the better view (overlooking the main pool — not the adult pool) end in odd numbers.
Oh — don’t bother with the hotel shuttle either. It’s easier and less expensive to grab a cab (we found this out when we had an early morning flight and the hotel shuttle wasn’t in service yet). $ 50 for the shuttle $ 25 for a cab. Go cab.

Five stars! I don’t give 5 stars that often but JW definitely deserves it. We stayed 6 days at this resort in feb 2016 and had a fantastic time. The pool is simply awesome and each section has a slightly different temperature. The beach is fantastic although it was a bit windy and wavy during our stay. The rooms our you standard JW quality and the views are fabulous. Most importantly is the level of service from every doorman, bell boy, server etc. we tried the Sedona grill buffet breakfast and it was awesome. Highly recommended.
I don’t however recommend the Friday night buffet but suggest going to mikado next door at Marriott for top notch tapenyaki.
We had pizzas and lattes at café 750 almost everyday and it was great. Especially like the new illy coffee that they service.
Pablo and aleazar were 2 standout servers at Sedona grill.

Went to the spa and money was stolen. The massage was great but don’t trust the locked lockers to be safe. I knew the amount I had in my pocket and go figure some funds were missing after the massage. The massage was a bit overpriced but was a good massage. Definitely surprised this happened being a Marriott loyalty member for many years. This was a first for me with theft at there property but not a good feeling.

Have mostly stayed at all inclusive places in Mexico on previous trips so was curious to see how it would be without that. This hotel exceeded my expectations! We had the club 91 access which was fantastic for a running rotation of menus from all the restaurants at the JW and adjacent Marriott property as well as afternoon access to tea/​coffee/​espresso/​cappuccino and cookies or snacks, open bar the evenings and Bloody Mary/​mimosas in the mornings.
Service is fantastic, very friendly and helpful staff, property well maintained with very nice pools and beach access. Spa was lovely with great gym and his and hers jacuzzi and wet and dry saunas.
Shuttle to/​from airport is available.
Would recommend this place hands down!

The hotel is amazing. The staff is very friendly and helpful. The décor is nice and the rooms have a great view. The pools are great especially if you have kids. They have the cutest toddler pool and wade pool. The pools are mostly 4 feet 7 inches all the way around which I liked. If you are really short and can’t swim, you are screwed. There are always enough chairs to lay on and the pool never feels crowded because it is very long and big. The hotel has direct beach access with beach lounge chairs which are free of charge. Room service food is good and pretty fast. I got the angus burger and it was very delicious. I was sad that the TV had mostly Spanish shows but what did I expect in Mexico, right? The beach walk restaurant margaritas are good especially the Tamarindo Margaritas. The servers at the pool are great and very attentive. The Sedona Grill breakfast buffet is amazing. It has Mexican options as well as American options. Their orange juice is fresh and the service is great too. I had the best experience at the JW and they have a really great staff. I would totally recommend this place to anyone.

I can’t say enough about this property and the staff.
Everyone spoke near perfect English, dropped everything to help, and met everyone of our needs.
We were upgraded to a fantastic suite (the presidential suite) which was as big as our house. We are not platinum members, but were treated like we were, and whether or not you stay in this room the entire hotel was immaculate. The front desk team was great and were happy to meet any request.
The breakfast buffet was expensive but had a huge assortment of food for a very international clientele. I took this as an opportunity to eat things I would never have thought to eat for breakfast like eel, juice from cantalope, and churros. My kids were also well taken care of with doughnuts, cereal, oj, milk etc.
I was also super happy with the scuba lesson we purchased onsite. I am certified and still learned a few things. My 12 and 14 year old were excited to learn how to do it and with the 15 foot deep pool got great experience before our open water dive (which scared the crap out of me but worked out well).
My family will definitely be back.

Great service. The best feature of the hotel is the fact that you can always find a chair or spot on the beach/​pool. Other hotels are much larger but have the same outside area and therefor make
It hard to find space. The food and bar are also very reasonable. Great vacation and hope to come back. Highly recommend buying one of the cabanas by the pool for the day. Made the day so much better!

Hotel was extremely nice!!! Great food and loved the pool. Customer service was excellent!!! There was not 1 thing I would change… I would def stay here again

Being a Marriott loyalty gal narrowed the field to the JW, the Casa Manga, and the Ritz Carlton for this trip. My first trip to Cancun will always owe a debt of appreciation to the property for being my home sweet home for the 3 night quick trip.
1) Vanessa in the spa made sure we felt welcome and taken care of. We mostly used the spa for steaming, soaking, and sauna-​ing vs treatments but the menu did look lovely. Amenities included fruit, nuts, teas, and dried banana chips.
2) I didn’t opt for the club 91 option on my reservation and wasn’t offered it upon check in as an upgrade so not perfectly sure what the up charge is. Several people said that it was great.
3) The Prestige shuttle option for $ 17 each way was fantastic. Professional, organized, and spiffy. I called the number on the marriott website before I travelled and think pre arranging it is essential.
4) Was off property for most of the time and had only one meal beachside but boy those fish tacos were the best ever! Sorry it was the night of my last day or I would have made it a daily occurrence.
5) At least 2 small waters were complimentary in the room each day. Large sized Fiji waters were in the room for sale and seemed fairly priced at about $ 5
6) Casa Manga was next door and I walked over to the Thai restaurant (I did take out and it was yummy but think it depends on what you order) but didn’t explore their pools etc.
7) the seaweed issue did not seem anywhere near what I was expecting based on some of the comments I had read about
8) The $ 1 bus was a great option going to town
9) I did a snorkel trip that you connect with by crossing the street to Sunrise Marina. Since I hadn’t set up a tour the day before and was looking to connect with something, it was a good choice. I learned that there might be better snorkeling destinations but the fun of riding in your own moterboat (2 per boat), going super fast, seeing the sights from the craft, and joining into something later in the day was great! Bring a towel. The shop sells water/​snacks/​supplies which I recommend as they don’t serve any refreshments. They take and sell photos — I bought mine :) it takes about 30 mins to get to the snorkeling spot — oh, and I did pay for it at the hotel.
10) Isla Mujeres was a cool spot — went on my own vs a tour and liked it much better. Highlights were hiring a golf cart tour guide from walking along the Main Street: Carlos $ 45 for an hour that included a tip. Also, at the end of the tour, we pulled up to the beach massage section and $ 35 for an hour massage was just what the doctor ordered
Most EVERYONE at the property is gracious and lovely. I found senior management to be very hands on and involved with creating the truest experiences possible. It was nice to not be in the hustle bustle area that is closer to the Tortugas Marina. Super quiet room to room. Some music on Saturday night from the Hard Rock next door. The Pizza 750 gift shop had some great looking pizza by the slice choices and fab looking gelatos. Prices were fair for sundry items like a waterproof camera pouches that were about $ 8 LESS than in town :)
Sorry to go on and on but loved this trip and wanted to share what I discovered. I will be back!!! Thank you JW for being so awesome!

This is absolutely the best place to stay in Cancun!!!
The hotel manager, Miguel, is awesome!
We have tried many other resorts and seriously, JW is home to us!
Wonderful adult pool with swim up bar… great food… excellent service.
Can’t wait to return!

Across the entire resort, all the staff are extremely friendly and the place is very well kept together.
Only complains are the night and early morning people working at the front desk are a bit incompetent on resolving issues, the spa staff should know the billing procedure better. Lastly, at a luxury resort like this, they should have automatically include free coffee and wi-​fi to all guests.
If you have resort credits, be sure to check your balance daily to maximize the use!

I haven’t tried other resorts besides this one so I’ll adjust the rating as time passes.
As for now, this place was amazing. We came here for a conference and stayed here for 3 nights. We had the all inclusive package. We stayed on the 9^th floor with a view of the swimming pool and beach. Service was excellent from the moment we got picked up at the airport till the day they took us back to the airport. All the staff members were super friendly and everyone said hi to you as you passed each other. When they serviced our room, the 1^st round was to make the beds and re-​stock the bathroom, etc. The 2^nd round was what I like to call «decorative servicing». They arranged the pillows in a more artistic way and folded various towels into different shapes and added the chocolate to the bed. They never once touched our stuff as I purposely planted things to test them out.
In terms of the décor of the hotel and room. I would say the décor is professional. It isn’t divy or edgy like other hotels but at the same time you felt comfortable and everything was clean. I didn’t find any dirt spots in our room. In terms of the toilet, they could have chosen one that was higher off the ground. I felt that the toilet was too low to the ground. There were some finishing touches on the wood and paint in the corners that could have been improved on at the time of re-​modeling or construction but 99% of the people will never see or look for these details. AC worked amazingly well in our room. No issues there. I was actually able to make the room so cold that it was freezing.
The pool, spa, gym, tennis court, was all okay. Fairly standard, nothing too fancy. The elevators did feel a little stuffy. They need to be better ventilated.
They also have excellent exchange rate. If I remember correctly it was $ 1USD for 16 pesos at the time.
The restaurants will be discussed in their respective reviews.
One thing that I will comment here is that ordering, eating, getting the check for your meal took FOREVER at all the restaurants. Each meal literally took about 3 ½ hours. I’m not sure why they couldn’t hurry things along but I guess people visiting cancun don’t really care about time. I’ve eaten 10 course tasting menus in less time! (not by much though)
Overall I would definitely come here again and would recommend this place to others.

This was my 4^th time in Cancun and this time was by far my favorite time. Low season so not many bratty kids or college drunks around. Service was absolutely great and attentive to all of our needs. The food as Sedona Grill was the best! Brunch was awesome and fairly reasonable. Will totally stay here again. Close to everything and public trans too!

My first impression was, Wow! The staff was remarkably friendly and helpful, the property beautiful and the rooms were incredibly clean, comfortable and modern. We loved the toiletries, especially the Aromatherapy conditioner because it works very well.
You really should consider staying in the Club 91 suites. From the moment you arrive you are pampered. They whisk you upstairs to the 14^th floor Club 91 check-​in where you are greeted by friendly people that know your names (which by the way, they never forget) and are offered complimentary drinks and food.
The staff there makes you really feel like family, with the sincere warm greetings and the kindness that they display. They thoughtfully ask how our tours went, how we enjoyed our tours and how we were feeling. We took a 3 day side trip to Cozumel during the middle of our stay at the JW Marriott and when we drove back into the JW Marriott we all actually remarked how we felt like we were returning home and how we missed them. They actually make you feel that special!
All of the staff at Club 91 are truly exceptional! They are the best of the best! We especially loved German who has wonderful customer service skills. He always had a smile for us and made us feel so very special. He’s truly an asset to this hotel. I hope that he is recognized for talents. I also want to recognize Selene the customer service manager. You can tell she runs a tight ship because everything runs so smoothly. Nothing out of place, no issues, everything’s clean and the employees are wonderful.
The view from the window tables of Club 91 is of beautiful azure blue ocean, the winding pool and the huge albatross birds serenely drifting by.
The food service starts at 7:00 am with breakfast and runs almost all day till 10:00 pm with (I believe it to be) one hour breaks in between each new meal type. Typical food sometimes consisted of:
Breakfast-​bagels, lox, toast, eggs, bacon, sausage, pancakes waffles, pastries, cereal, oatmeal, fresh honey, jams, yogurt parfaits, granola, fruits such as strawberries, mangos, papaya, watermelon, guava, dragon fruit, melons, salsas
Lunch-​sandwiches and wraps made of turkey, roast beef, cold cuts, meats, cheeses-​Brie, cheddar, Parmesan, chips, soups, and 5 star desserts. (We usually weren’t around for lunch so I didn’t get to see that many options)
(Dinner service each night was prepared by a different restaurant from the two properties, the other being Marriott Casa Magna)
Dinner– Argentinian-​steaks, chicken, skewered filet mignon w/​chimichurri sauce
Thai-​satay, spring rolls, red curry chicken, lobster salad, rice, peanut and other various sauces.
Mexican-​Fajita fixings, salsas, guacamole, chips.
Seafood theme– fish, shrimp cocktails
Specialty salads, cheeses and desserts were served with just about every dinner and lunch. We were gone on tours or went out to the other restaurants so this is a sampling of what I saw.
Speaking of restaurants, we also tried La Capilla Argentinian Steakhouse next door at the Casa Magna Marriott. We had the lamb and steaks and they were flavorful, tender and delicious. I highly recommend that restaurant.
As for the rooms, I would have to say they were impressive. Our second room had 1 ½ baths and a walk-​in closet. The bathrooms were beautiful and luxurious, with marble floors, French doors and granite countertops. They come with a separate tub and shower. All of the doors are glass though, so it’s not completely private. Maybe bring something to cover the windows and the glass shower door.
The beds were soft and the rooms were incredibly clean. No detectable smells. Just the way I like it! A/​C works great and just about every room has a great view.
Our maids made beautiful towel animals everyday.
The beaches are made of beautiful white sand and fairly clear water. You might want to bring a boogie board because there are waves. We were so fortunate to vacation there in mid June because we got to witness the sea turtles laying their eggs!
All in all it was a wonderful vacation. We will definitely be back. You will love this place.

Best Marriott property I’ve stayed at in the past decade; I absolutely loved this hotel. The service is spectacular, pool and beach facilities wonderful and our room was large, clean and well appointed. We stayed in a Club 91 room and had all of our meals included; the food was absolutely delicious. I will never stay anywhere else in Cancun, this hotel is perfection!

The rooms are nice, have reliable air conditioning, and we always had good housekeeping services. We had lovely views, too. We had at least 2 or 3 times when there were families in the elevator lobby area of our floor (12^th floor) and they were LOUD… with fighting children. I recommend that you request a room away from the elevators if you’re looking for something quiet.
We ate in their restaurant (Sedona Grill) a couple of times, once for dinner and once for breakfast. The dinner was just okay. The food was only okay, and didn’t seem worth the price. And our main course was delivered within a minute or two of our appetizer being brought out, so it got cold while we ate. The breakfast was fairly good — we did the buffet — but it can be pricey at about $ 25 per person.
I booked a tour to Chichen Itza through the travel agency in the hotel. I found out later that we paid more than most other people on the tour (I guess if you stay at a nice hotel, they take advantage of that). The tour descriptions they provided were missing a lot of detail, too. They neglected to explain that we would be stopping at a cenote (sinkhole) for lunch and swimming. The cenote (Hubiku) was the highlight of my visit to Mexico this time. Then, they took us to Chichen Itza. Following this, they took us to Valladolid, a small town, where they were going to have us walk around and shop. The tour description doesn’t include anything other than Chichen Itza! Overall, it was a pleasant tour… possibly something you can book directly via TripAdvisor, though?
The Zona Hotelera, where this hotel is located, is very safe. It’s insulated from any residences, so you sort of aren’t experiencing «real Mexico,» but it’s a safe choice for families. You pay for that in your meals and shopping, though. I used the shared van for transportation to and from the airport (I used the hotel to arrange this). It costs $ 17pp (each way).
The beach has lots of seaweed, but you can swim past it if the winds aren’t too bad. On one trip here, I couldn’t really swim in the ocean at all, the weather was so bad. On this trip, I was able to swim every day. Each day, when we went to find seats at the pool, it was so busy that we were hard pressed to find chairs. We ended up being next to the kiddie pool area, which meant lots of kids yelling and playing. It was fine, but next time I’m traveling with my boyfriend, I think I’ll go back to an adults only resort.
They provide free wifi if you’re a rewards member. Sadly, if you travel using rewards points, they do not provide a free continental breakfast.

Excellent service from bellman to our suite maid, everyone was on point to deliver a great vacation experience. Everyone remembered our names which was incredible because there are plenty of guests!
Good was excellent and the wait staff aimed to please. We had a great time daily by the pool and beach.
Will return for another vacation at the JW Cancun.
Thank you for the wonderful memories!

I stayed at the JW Marriott on Kukulcan Boulevard while I was down in Cancún a month or two ago and even though the Cancún cultural experience was amazing by itself, there’s something about the service and quality of the hotel that rounded off the whole vacation as well.
First of all, service was simply astounding. Before my guest and I even arrived, the greeters and concierge desk staff already knew my name and were completely ready to take care of my room and get our luggage up there. Everyone was smiling, helpful, and most-​of-​all informative of all of the things Cancún had to offer. We even took the bus system to go into the deeper parts of the actual city outside of the center of all of the tourism and they were more than happy to tell us what buses to take, where to go, and what to avoid. It really didn’t get better than this. They catered to our every need and treated us like royalty. Top notch, professional, and best of all, friendly.
Outside of the staff, the facilities in the hotel (i.e. the beach and pools) were gorgeous! Maybe it’s just Cancún being Cancún, but the beaches were well kept with chairs and umbrellas popped up everywhere, the pools were designed very uniquely but in a very fun modern sense where they kind of encircled the entire hotel in varying patterns, and best of all — the water was warm! There were seemingly some crazy rides at the hotel where you could go paragliding above the Gulf too and so all in all, it was just a sight for sore eyes. It definitely felt like something you might see in a James Bond flick rather than real life!
So if you haven’t figured it out by now, this was an exceptional resort. The service coupled with the amenities were beyond my wildest expectations and I would be more than happy to stay here again.

Staff was friendly, views were great. Food was below average and hotel a bit in need of a renovation. Landscaping boring and with out color. Furniture on our oceanview suite was extremely dated but clean.
Not all towel stations were open so we had to walk across to other side for towels. I felt Casa Magna has a much more welcoming valet area with benches to wait for your car or cab.

One of the most beautiful hotels that I’ve stayed at. I travel around the world and this is definitely one of the top 10 hotels as far as service, scenery and overall beauty in and around a hotel
Not to mention it is also in one of the most beautiful places in the world with white sandy beaches, Crystal clear blue — aqua ocean, a huge variety of pools and very scenic and classy landscaping throughout the hotel grounds

Tuve la gran suerte de pasar una tarde entera en este lujosísimo hotel, donde todo es de primera. El gimnasio es gigantesco y está equipado para que hagas cualquier tipo de ejercicio que se te ocurra, además, hay un refrigerador con bebidas que puedes tomar por si ya te deshidrataste.
Si no estás con animos de gimnasio, puedes pasar por tu bata y tus pantuflas y estar un largo rato en la grandísima alberca techada o disfrutar también del hidromasaje hasta quedar totalmente relajado y con ganas de no salir de ahí jamás.
Para acabar el día, puedes pasar al sauna de tu preferencia, y desestresarte de lo más sabroso. No hay forma de ponerle un pero a este hermosísimo hotel, en el que cuidan hasta el más mínimo detalle.
El único problema con este lugar, es que al final del viaje, tienes que volver a la realidad, y darte cuenta de que, por más que quieras, no vives ahí.

Mi maestra de mercadotecnia turística nos llevó a conocer este hotel.
Un hotel de 5 diamantes, un reconocimiento que no obtiene cualquier hotel, es un hotel muy lujoso tanto por fuera como por dentro, al llegar al hotel nos registramos y el gerente de recursos humanos nos llevó a conocer el hotel, es impresionante todo lo que nos contó, el hotel tiene varias albercas, tiene una alberca dentro (como para esos días en los que esta lluvioso), tiene múltiples salones de eventos y de 2 se puede hacer un salón mas grande, también tiene varias tiendas dentro del hotel y maneja un plan europeo, es decir lo que consumas se carga en una cuenta aparte, no esta incluido, algo que se me quedó grabado es que el piso 13 no existe, aja ¡No existe! o sea del 12 se pasa al 14, en el elevador no veras el #13 eso por cuestiones de superstición, hay teléfonos hasta en el baño, por si se te ofrece algo jaja
Visitamos también el club 91 que es un área exclusiva para tomar un café, solo pueden pasar lo que tengan su llave (tarjeta) y venden emparedados.
Las habitaciones se ven muy cómodas y luego entramos a la suite presidencial, ¡No hombre! se veía espectacular (de ahí tomé las fotos) la vista es preciosa y se puede apreciar todo, es como una casa dentro de un hotel, tiene cocina, tiene un bar, 2 camas, televisión, teléfono, teléfono en el baño, etc. Increíble.
En general es un hotel muuuy hermoso y lujoso, en algunos de los paquetes que manejan ofrecen servicios de mayordomo y otras cosas que hacen que el precio se eleve.

Over the past several years, my wife and I have had the opportunity to stay at both the JW Marriott and the Casa Magna.
As Marriott Rewards member, we have stayed at many Marriott properties and we enjoying returning to Cancun year after year.
Having visited Cancun for over 25 years, I have been impressed with the continued development of the hotel zone.
The service starting at the pickup from the airport, check in, food and beverage service around the pool or beach area, room service, and the return to the airport, you will not be disappointed. Relax and slow down.
There is no reason to rush your stay.
They do have some fine dining on both properties, but we often head to one of our favorite stops on the water. Our newest discovery is right across the the street «Cenacolo Mare».
We also take the time to spend the day in Playa Del Carmen. It’s an easy 10 peso bus ride to the main bus terminal on a R1 bus. Tell the driver and he will let you know.
Once at the bus station, go to the Ado counter and for 116 pesos round trip, it will take about 45 minutes to arrive in Playa. The last stop will put you on 5^th Avenue and the shops.
I recommend the Marriott properties and a relaxing stay in Cancun.