JW Marriott Cancun Resort and Spa

Customer ratings & reviews

TripAdvisor Traveler Rating

1389 reviews

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  Nice but room for improvement

  We had a fabulous ocean view room on the 14th floor with access to Club 91. The staff at the club were amazing—special thanks to Mario, who prepared a delicious vegan dish for me every day, and to Marco for his wonderful service. The cocktails were excellent and beautifully made. The resort itself is huge, with a beautiful winding pool and plenty of seating. We especially enjoyed the adult-only pool for a more relaxing vibe. One small suggestion: the pool area could really use some music to enhance the atmosphere. We loved the Tequila Bar—great drinks and fun banter with the bartenders. The taco station was a nice touch, too. We also really enjoyed using the Pickleball courts and the gym—both were well-maintained and a great way to stay active during our stay. The only downside was the elevator at the end of the hallway—we got stuck inside with no way to call for help. My husband had to pry the doors open himself. The main elevators also had some issues, which was a bit concerning for a property of this size. Overall, though, we had a fantastic stay.

  Jul 29, 2025
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  Amazing service and cabana experience

  The cabana is well worth it - either plenty of towels, fresh iced down water, comfy lounge chairs and a very comfortable cabana bed for when you need a break from the sun (or brief rain shower). Most importantly, the service! Javier and Julio are outstanding. They were attentive to our needs and preferences. The JW Marriott is fortunate to have these gentlemen taking care of their guests.

  Jul 26, 2025
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  Below JW Marriott Standards

  Horrible! We are very upset and frustrated with our treatment upon arrival yesterday. We have titanium elite status and have been loyal to Marriott but unfortunately Marriott failed us. We noticed that on many TripAdvisor reviews that Ambassador status members were upgraded and we did not receive the same treatment. In fact, we were put on a 1st floor room with a view of construction workers. We have stayed at the JW in Cabo and they were happy to upgrade us to their best suite and took care of us. This is a huge disappointment for JW standards and we will make sure to post reviews on all sites, including Google. Not only were we not upgraded, but Miguel Flores (the manager) had the worst attitude when speaking to him yesterday. Below average customer service. This is no way to treat your loyal Marriott members. Also be aware that construction is happening throughout the hotel… once you walk into the lobby you have a view of an exposed wooden wall and constructions workers hollering at one another…. While laying out you can enjoy the sound of hammers and saws. Again, nothing like the JW’s that we frequent.

  Jul 25, 2025
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  JW Stay July 2025

  Really enjoyed the JW Marriott. Alvaro was the best poolside. Top notch service and experience. Food was excellent across all the onsite properties. Our room was fantastic with excellent ocean views. Would highly recommend staying here.

  Jul 16, 2025
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  Thank you JW Marriott

  Thank you JW for acknowledging my Titanium for Life status as we return to your resort for probably the 5th or 6th time. We both appreciate the upgraded room and the complimentary breakfasts. The hotel is clean and comfortable and the pool relaxing with attentive service for the chairs,towels and the cocktails. One special call out during breakfast is one of your servers who has taken care of us in the past. Efren is the best of the best and I hope that you recognize how well he executes his job. We always ask to be seated in his section. He remembers us by name and does a great job of making us feel welcome and valued.

  Jul 15, 2025