From the time we arrived, the level of service was amazing. The staff was excellent in every part of the hotel, real attention to detail from the evening turn down service to the doormen to the poolside service. All I can say, mangement is doing a great job, treating and training the staff correctly. A happy employee does their job with pride, the pride showed. The grounds around the hotel are very beautiful and well maintained.We look forward to a return trip some time soon. Highly recommend.
"Exceeded my Expectations; wonderful service, plenty of beach front, would return"
First and foremost I am very picky…let’s make that known. I have previously visited nearby locations of Cancun Mexico including; Riviera Maya, Playa del Carmen, Cabo San Lucas, etc. I previously stayed in large all-inclusives and my experiences were mixed. I have always felt somewhat confined by all-inclusives, found several to be somewhat cheesy, and have generally never really like the food. So, I was excited to try out a resort that was NOT an all-inclusive to compare….. For starters, we were picked up by the hotel's staff (prestige) at the airport - $18/person, very nice van and waited maybe 5 mins before taking off to the hotel. Very professional and very easy to navigate. Upon arriving to the JW, we were greeted by personable, friendly staff and this level of customer service carried on throughout the entire trip. I would give the hotel staff members 5 stars without a doubt. Next, our rooms. We were upgraded because of our Marriott status-for free- & now had an ocean view. The rooms were nice/typical hotel rooms with a better than average bathroom but I was told that the hotel is getting an upgrade soon. The hotel itself was built in 2002 I believe. (Also note that with our Marriott card holder status, we were given a $50 hotel credit each day that would be deducted from our final bill.) Onto the food…. The food was wonderful! Ceviche is my favorite food and they nailed it! It was about $12 for a large plate...and I had it every day for lunch. Drinks were pretty good; a general array of frozen drinks and again, the staff was super friendly, polite, and helpful. There are 3 main restaurants at the resort. We liked the Beach restaurant and the Mexican restaurant the best. I would recommend them. Onto the beach / pool. My rating; fabulous. We woke up around 8 am every morning and picked out our chairs by the infinity pool. There were SO many chairs and locations to choose from- including an adult area- making it very easy to find a chair no matter what time of the day you wished to visit the pool. The JW also has a large piece of beach front - more so than the other resorts- so there were so many chairs on the beach with the authentic beach umbrellas. If you wanted to be next to someone you could, but if you wanted to be alone away from others you could as well. Other comments: the staff was amazing- cannot stress this enough. Everyone was beyond friendly, helpful, and not pushy or salesy at all. There was ample room to lay by the pool and the beach at all times. I also found the level of hotel goers to be more classy than other places I have stayed. There were few children, no partiers, but instead mostly middle aged people (30-45 years old) looking to relax. I would also HIGHLY recommend visiting some of the restaurants outside of the hotel like Freds. Freds is directly across from the hotel and we had an awesome experience there- fresh sea food, beautiful views, great service, the list goes on! The restaurant made us feel like we were on a private island or visiting a hot spot in Malibu, CA. I would love to go back to Freds. Lastly, if you were scared to drink the water…there were NO issues! We drank bottled water in the beginning, but then switched to regular Tap at the hotel, pool, and Freds the last few days, and we were OK. : )
"Disappointing for a 5 star"
Came to JW Mariott for a corporate event. The snacks and lunch served were really disappointing: granola bar, coffee & tea and that's it. Lunch was limited too, salad bar one time and too many carbs, no vegetables options for the second lunch. No interesting desserts. Just basic fruits salads. The water had a disgusting bleach taste. In the meeting rooms, decoration was really old, AC way too cold and then way too hot. And not enough bathrooms for the crowd. Dinner was soso as well. The park and pool are nice with lots of palm trees. Pool is cool, especially the infinity part but a little old as well. Beach is far from being a paradise and lounge chairs are not comfortable. Breakfast is amazing though, we took the buffet at Sedona Grill and it was wonderful. The place itself is really nice. The gym area is nice, lots of different machines and enough for everyone. Indoor pool is great too, very relaxing. I got a massage at the spa, it was. Ice but not spectacular. Finally the rooms are really old, we had a humidity problem with the AC and the carpet got completely wet. The room was overall very humid. Bathroom is nice and big but why is the shower so small' Beds were not that comfortable. It was also very noisy, we could hear the people upstairs, the noisy AC and even what was happening outside. I don't believe this hotel is worth a 5 star
Hotel generally - nice, clean, well appointed. Room - standard hotel room. Nothing outstanding but nothing bad either. My only disappointment was the size of the balcony and lack of room for a nice lounger. Not a big deal, but I like to sit out and enjoy the view if I can. A/C worked great which is not always the case at other hotels in Cancun. Pool - one of the better pool complexes I have experienced in cancun. Lounge chairs are hands down the most comfortable I have ever used. I rented a balibed . . . do so if you can. They are not crazy expensive and are heavenly with a good breeze blowing. Spent most of my time there. Pool service was hit or miss but always very friendly and accommodating. Beach - never made it to the beach due to wind/rough seas but it looked pretty and there seemed to be plenty of seating. Dining - room service was good. Gustino's was very good. The quick food options in the gift shop were good for the price and a nice alternative to more expensive meals. There was a good selection at the counter and plenty of snacks/beverages to choose from. The nachos are awesome as others have stated. My main complaint is the drinks. I had a hard time finding a drink that was really good. They all tasted too much like the mix. I prefer fresher tasting drinks. I would definitely stay here again if the price is right. We paid about $230/ni and I felt it was a good bargain. We got a lot for what we paid.
"Blissful & Perfect"
This was a birthday trip/Girl Get-Together trip for myself and three of my friends. We don't live in the same cities so we every year we get together and take a trip. We chose this resort only after our Airbnb reservation had to be cancelled. So we decided to stay at the JW Marriott Cancun Resort and Spa. This was the best blessing in disguise. We stayed on the resort for 5 nights and 6 days. We enjoyed the beach and pool every single day. We decided to just take advantage of what the resort had to offer rather than venture into the into the city and visit the ruins. We figured we would use this time to be utterly lazy and save the sight seeing for next time. PROS: -Clean rooms: Housekeeping knocks on your door and visits your room everyday to bring you water bottles, soap, fresh towels, etc. -room service is very nice and prompt -The staff everywhere is very helpful. I speak Spanish so it helped when talking with some staff members for certain things. But you can also get by with English. -The spa and workout area was awesome. They have a set up better than most professional gyms. They have fresh watermelon water and cucumber water waiting for you after your working (along with complimentary earbuds and towel for afterwards) -The food at the sports grill (at CasaManga is DELISH) -The poolside food and drinks are good as well. They are very attentive to you while you are relaxing by the pool area. -The Bali bed is soooooooo worth it for a day or two. It is $130 but if you have people to share it with, it's not the bad at all. -Their gift shop is very convenient. I appreciated that we could buy a quick breakfast sandwich there rather than pay $27 breakfast buffet everyday. -Everything about the resort screams luxury. They do their best to give you a luxurious experience from the moment you step in until the moment you leave. CONS: -Sometimes they didn't cook the food all the way through. This was a little troubling. It did depend on who was cooking that day I guess, but it only happened to me twice. -The prices advertised for merchandise in the gift shop is in pesos. If you pay in american cash, they give your change back in pesos. This isn't so much a big deal, but you do need to pay attention to what they are charging you in the first place. There were some instances with us and other patrons where they were overcharging in pesos. I think they caught on that most people didn't pay attention to the change in pesos they got back, so some people cheat the system. -The Italian restaurant (Gustavo's) wasn't all that for the price. (Overpriced Italian food that didn't taste all that great to begin with) -Calling the front desk from the room was difficult at times. -Confusion with hotel shuttle picking and dropping off at the airport. (make sure you reserve the hotel shuttle 24 hours in advance or they wont pick you up or drop you off. It costs $18);
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 2:00 PM , Check-out: 12:00 PM
Renovations will take place and construction noise will be heard from 9am-6pm. Adult Pool Area and Tennis Courts will be closed on certain dates and the Club 91 Level will be closed from 25 September through 10 13 December 2017. All other public areas will be available.