InterContinental Hotels PRESIDENTE CANCUN RESORT by IHG

Customer ratings & reviews

TripAdvisor Traveler Rating

3795 reviews

• 

  overall very disappointing.

  We arrived at the hotel after an 11 hour flight from the UK to be told by the reception that they couldn’t find our booking. The gentleman behind the desk was very dismissive and considering we were travelling with two teenagers didn’t seem to care that it was 7.30pm at night and we have no reservation. Eventually, he nonchalantly said we found you on the system after half an hour of telling us we were not booked in the hotel.. he was the duty manager and clearly had no customer service skills. They eventually showed us to the rooms. We booked two as we were travelling with teenagers one was on the fourth floor and one was on the first. The one on the fourth floor was like stepping into a room with no windows.. the noise of the traffic outside was deafening and the blinds didn’t work so not only could you hear the cars and bikes whizzing past you could see them! I spent the night in the room and didn’t sleep a wink. The next morning am 8.30 am ask reception to change our room so we had a quiet room & were at least close to the other members of our family . They eventually they put us in a room on the first floor with the rest of my family at 3 o’clock in the afternoon.. I kept being told to come back, to come back.. This clearly disrupted the first 12 hours as couldn’t really settle. Plus the bathroom sink had a pubic hair in it.. Considering this was meant to be a five star hotel it was very basic. There were two reception staff that I will call out one being John & Orlando who were good & tried. Luckily, we were only spending five nights there and were booked into the Kempinski hotel. Bear in mind we use the same platform to book both hotels.. we were greeted at the gate with a warm welcome. The reception team were waiting for us with a cold drink. I’ve been here three hours of the difference in quality staff attitude is world apart. My advice as someone who’s been fortunate to stay in multiple hotels all over the world is do not stay at the PIC and book the Kempinski. It’s timeless luxury is beautiful with spectacular ocean views.. Had a fabulous lunch and it was really yummy!

  Jul 27, 2025
• 

  Always a great choice !!!!!

  The hotel is lovely. The rooms whether you stay in an odd or even number are beautiful and well kept. The beds and pillows are sooo comfortable, you could lay in them all day. Really enjoyed our sitting area outside. We were on the floor. Housekeeping also goes above and beyond. The beach is lovely and has a bit of sargassum but its clear otherwise and you have a mile or more of beach to wander. Pool is sooo hot but I think it’s the season and it was also like 98 degrees or hotter. Deck bar food is really good. Loved the shrimp ceviche, pizza and steak nachos with mozzarella cheese. Arrachera steak at El Caribbeno restaurant was one of the best steaks I’ve had and the mashed potatoes were divine. Breakfast buffet is also really good, love the lomo de cerdo in what was a brown butter Marsala sauce, chilaquiles bar and eggs to order is great. Lovely buffet and worth the price if you’re looking to eat big and well. The food at the hotel is really great and makes your experience better. I did have issues with mixed drinks tasting low quality but it was due to the mixers used for mango, strawberry or pina colada mix. Def could improve there but has great service despite the busy seasons. Also the SPA was lovely. The massage cream and therapist Marbella or Maribel I forget her name was amazing !!!!!!!!! We had a great time and will return. The beach is great for children so we keep coming back for its safety and calm waters. Also from experience book your tours with the hotel or AquaTours - we’ve been to Cancun many times and it has been mediocre experience when you book outside the hotel or get scammed.

  Jul 26, 2025
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  Exceptional Resort with even better Staff

  Incredible place and super building. You have everything, 3 restaurants, fitness center, 2 pools, spa and an amazing beach. At the spa, booking a massage, you have access to a steambath and a jacuzzi to relax before the treatment. Rooms are spacious and provided with all necessities. But the main plus is the staff. All of them was amazing but i have to mention 4 outstanding persons. Guillermo and Alejandro from Le Cap restaurant and Miriam and Gonzalo from the Deck Bar. Especially Gonzalo, he is nicest person i have ever met in an hotel, and this come from a person working in the sector. He always remember which drink i prefer and was ready to welcome you as best. Big thanks Gonzalo, you made my vacation!

  Jul 20, 2025
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  Our happy place

  My family of five, and my brother-in-law's family of three recently completed a 10-day stay at this hotel. For my husband it was his 4th stay, my 3rd and for the entire family it was our second stay (because we love this place so much). For my brother in law's family, it was their first visit here and they were amazed. The location, decor and standard at this hotel is very good and the beach is pristine. The rooms were spacious, clean and well appointed, with a great view of the beach, ocean and surrounding islands. There are several choices for restaurants on the resort, all of which served delicious food with something for everyone. The most striking thing about our stay was the level of service that we experienced. We were treated exceptionally well by everyone that we encountered. We selected the club lounge rate that included a free breakfast and evening snacks and drinks. Every day there were different food offerings that offered some variety and enjoyment. The restaurant staff were outstanding, and the hotel general manager greeted us enthusiastically every time we saw him. (He would walk the resort every day talking to guests). This our happy place and we will continue to visit as often as we can. The hotel is situated close to shops, restaurants, ferries and water sport activities and is a 25-minute ride from the airport. Well done Grupo Presidente and thanks to everyone that made our stay special. Some of the people that stood out as providing exceptional service are as follows. Club Lounge: Cesar, Mariano (Evenings) Jonathan, Louis (Breakfast) Le Cap Restaurant and Pool Service: Guillermo, Ruben, Alejandro, Daniel El Caribeno Restaurant: Josue Beach Deck Bar: Goncalo Somellier: Oscar Photographer: Omar General Manager: J. Prioux

  Jul 15, 2025
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  The happiest place in July

  This is the second year I've celebrated my birthday at this hotel and I will keep going back! Excellent food and service. Housekeeping is always on top of it. Same with front desk. I feel like every request I had was responded to within 10 min or less. Special shoutouts to the pool servers and bartenders: Ruben, Daniel, Diego and Alejandro Also Reyna from housekeeping. Thanks for another fun trip! -Miss Anna

  Jul 14, 2025