The Ritz-Carlton Cancun is all about making you feel like a star! The staff of this hotel is wonderful. The service is simply superb. The rooms could use a bit of an update and refresh. I would have preferred more usb charging options and a more comfortable bed. However, the beach and pool are wonderful places to spend time. I had dinner at the Club Grill and the food was delicious! My experience and the staff more than made up for the room deficiencies. I wouldn’t hesitate to return based on the exemplary hotel staff.

I recently stayed at this hotel for 4 days and was really impressed by how nice almost everyone was. I hate dressing up and was a little hesitant to book this hotel since it seemed a little old school and thought people would be snooty but gladly I'm wrong. I have experienced only one incident that I will explain at the bottom of my review. Beach: Steps away with soft sand and lots of free loungers. The service at the beach was exceptional. We got the Cabana and each time we left, someone came and cleaned it and replaced all the towels. My 7yr old loved the hammock. Totally worth the price. Room: Not super big like other 5 star hotels but well equipped, nice view even for a sea side room. Loved the turn in service. The little chocolates they left every night were really good. Wanted to purchase some but forgot. Food: Food was a hit or miss and I didn't expect it to be so expensive since it's Mexico but I guess it's reasonable considering it's a touristy place. Wish I knew about the Club level, would have chosen that. Spent about $70/meal for an adult and a child and we ate all our meals and snacks at the hotel (except for days we went touring) totalling almost $700 for 2.5 days. The breakfast buffet on Sunday was much better than weekdays even though it's the same price. Overall, the hotel is a little old and didn't feel like 5-star especially if you have been to 5-star hotels in India. But the service and people are what makes this place such a great place. The only thing I would criticize is how at the taco station, the lady was switching between fresh handmade tortillas and store bought ones from a packet based on who she was serving. I watched her for almost half an hour and she kept doing this. She wouldn't make me some even when specifically asked for "masa" in my non-existent Spanish. I asked the waiter why she was doing that and he said "maybe she's busy". Maybe the hotel can put two people at the taco station as it's one of the busy ones.

This Ritz was a top notch 5 star experience from start to finish! Most notably the best part was the service by the incredible staff… all managers were very personable and took time to get to know the guests, housekeeping and turndown were immaculate and every extra request was filled immediately, no request was too much and every staff member was ready to assist. The breakfast with buffet option was delicious with extensive food options, and they were willing to make anything else that wasn’t available upon request. The pool was very zen and never crowded, with staff to set up chairs, towels, provide water, sunscreen, and take orders… and the beach was easy to access right off the pool area and had the same level of service. The property had multiple dining options, and is also an easy walking distance from other great water front restaurant options. The hotel also has nicer suburban “taxis” available to take around or head to the airport. Overall a 5 star world class experience, worth enjoying for a refined and service oriented, comfortable experience in Cancun!

This is our 3rd visit to the Ritz-Carlton in Cancun and our best. From the moment you arrive you are treated like royalty. We were welcomed with champagne and an easy check in. Our room was sparkling clean and looked out onto the gorgeous blue Caribbean ocean. Every detail and amenity have been carefully thought about. From the luxury bath products to the impeccable service to the food, this resort delivered. We also enjoyed a fabulous anniversary dinner at the Club Grille and got to see Oscar, a truly amazing waiter who has been at the property since it opened. We stayed on the club level this time and it was definitely worth it. The food presentations start at 7 am with a full breakfast and go until 10 pm with dessert and premium liquor. The lovely servers could not have been more wonderful—and this goes for every single person we encountered at the hotel. The COVID protocols are in place and enforced, which is exceptionally comforting. I want to add that we came here from another supposed 5 star resort (see previous review) and it was night and day. We feel incredibly fortunate to have had the pleasure of staying here again and can’t wait to come back.

First of all if you are Mexican or look Mexican don’t be expected to be treated equally!! I am currently staying at this hotel And unfortunately haven’t enjoyed it! I actually have had a few bitter moments during my family vacation. While the hotel is clean and MOST of the employees are very kind I’ve had a bad experience. Food is descent but not gourmet for the price they want. A server actually suggested how much I should tip when a tip In my opinion should Be at the discretion of the guest and not what they would like!!! This hotel caters to all white looking people just like most of Cancun!! Would never return and I will Choose to spend my money elsewhere! Only plus are the descent beds!!! The hotel itself tries to be fancy but very old school And is definitely old!!! I don’t like old charm, but if you do then this is the place. I have tried to just come and sleep here as I cannot cancel my reservation!! Stay away!!

Every Christmas we go away for a family vacation. This year we choose the Ritz-Carlton Cancun. I will be honest in saying I was a little concerned with some of the negative comments that I read. But after staying there it was clear that the people that posted those comments didn’t stay at the property. My position requires me to travel a good part of the year. I average 110+ nights per year. So, over the last 3 years I have seen all the issues that the hospitality sector is experiencing due to the Pandemic. From the time I landed at the airport to the time I left to go home the hotel staff was wonderful! Everyone said hello, the place was extremely clean and well taken care of, the restaurants and Spas were incredible. One thing that sticks in my mind is when you left the Ritz and returned the employees would say “Welcome Home” when I boarded the plane to go home, I realized that I really felt like I was home! I would recommend to everyone to experience the Ritz-Carlton Cancun – My family and I agree that this was our best vacation we have had and plan on making this an annual trip.

I hate leaving negative reviews, but in this case I feel compelled if it can spare someone a regrettable decision. The place is not a a 5 star luxury hotel, far from it! Very old, dirty, and like the other reviews mentioned, the clientele are also mostly older folks (the reviews with lowest ratings represent the issues accurately and should not be dismissed).. Here are the main problems I encountered : 1) The bathwater was yellowish until I ran it for 20 minutes. 2) Somebody was smoking on the floor, an incident that a hotel employee accompanying me noticed and reported. 3) The bar and entire hotel has only canned beer, with the exception of Victoria. 4) Glasses at the bar were not properly cleaned and had a foul (wet-dog) smell. 5) Seats at the restaurant were completely worn, torn, and smelled of mold 6) Broken outlet, half peeled back from wall, covered with dirt 7) There was a huge cockroach in the bathroom when we woke up in the morning. The place was just gross. I cannot understand how American Express lists this in their Fine Hotels and Resorts category. Unfathomable.

absolutely HORRIFIC experience at this hotel both times I have been. Old building where they attempt to keep the past 5 star appearance/service of the Ritz however fall pathetically (laughably) short. From the moment you step into the place you are in inundated with gaudy and cheaply showy/ tastelessly flashy furnishings. If you are looking for modern facilities this is NOT your place. It’s the 21st century, management needs to get with the program…. The other guests comments about the blatant racism among the staff at all levels is 100% correct. We witnessed it ourselves. We were the only guests in the hotel younger than the age of 55. Effectively making it feel like an old people home or retirement center LOL. Yes the servers sweet talk all the old gringos to try to collect the highest tips, while leaving us younger folks unattended just observing the madness. $100 usd ($2000 mxn) for breakfast buffet for 2. Food was decent if/when it was available but needless to say absolutely outrageously priced for breakfast. Beach chairs, sleepers and cabanas are old and worn out. Would leave 0 stars if it was possible. Absolutely pathetic experience. The room itself could be considered maybe 3 stars. However top to bottom it’s no where close to luxury stay. Will not be back. Do not recommend.

Nothing short of a spectacular experience. The entire staff was exceptional; from the valet, the front counter, pool side and even the man/lady in red. I took my girlfriend (now fiance!) here for a week in Cancun. The hotel helped make the proposal extra special by setting up roses, balloons and banners in the room while we were out and about. Even the room service would fold our clothes for us if left loose or on the floor. We were greeted with welcome drinks and homemade cookies wrapped in palm leaves. The restaurants were great and have excellent views of the ocean as does the hotel generally. The pool is perfect and this is definitely the place to go for romantic getaways or families with the money. It's not a party hotel or place to go for loud and/or random group meetings. You won't see young people partying here. All around, we can't imagine even trying another hotel after this experience. We will be back and we will be going to the Kempinski again!

We enjoyed our time here immensely! All the staff were incredibly kind and friendly, and the hotel and amenities were on point. We especially enjoyed going to the Club Grill lounge for jazz (live each night) and Williams, the manager made sure we were well taken care of, and on one occasion, even extended the jazz longer than planned so we could enjoy! The breakfast buffet was insane, so tasty and well done. Great experience!

Probably one of the nicest, most attentive staffs out there. Everyone was incredibly friendly and our stay was perfect (even with some rainy moments.) The team at the spa are fantastic - definitely come early for the steam room, cold plunge and hot tub. The concierge was able to get us reservations at all of the restaurants that we wanted and kept us updated via What's App. If your flight arrives late or you want an easy dinner, the bar area has great sushi. This will definitely be a place we will come back to!

Impressed w level of service. Kudos to management. We splurged on upgrade to club floor. Excellent almost non- stop gourmet food and top drawer service. We didn't really want to have to go out for meals. They've been able to retain most of their staff. So there is a nice homey feel to staying here. Highly recommend! Exceeded expectations. Can swim laps in pool as there's a 26+m straightaway through middle.

Very enjoyable stay. This hotel is beautiful. From the moment we pulled up, it was first class treatment. Exceptional service. The staff is amazing. Everyone is so professional, polite, friendly, and personable. The rooms are modern and clean. Excellent location. There is service by the pool and on the beach. Ruben the consierge is delightful and very helpful. Everyone goes above and beyond here. It was a little too quiet during our stay…. hopefully this changes.

Truly paradise. The staff was so attentive, friendly and welcoming. Probably some of the best see I’ve gotten on a vacation. Poolside and beachside service was amazing. This hotel has so much to offer; a spa, shops, several restaurants, a gym and concierge to answer any question you may have. I cannot thank the staff enough for making our stay so relaxing. We celebrated our wedding anniversary it was perfect!

I don’t even know where to start on my amazing five star review. We were considering this hotel for a wedding destinations venue. And truth be told, this hotel exceeded every single expectation. Please note that this hotel recently converted under private ownership from the Ritz Carlton. Everything that is amazing about the Ritz converted to this hotel, except for the high price ticket. From the moment you walk in, to the moment you walk out, the staff will take care of you like you are their family. I mean it. Everything in the hotel is immaculately clean, the food is out of this world, and hospitality is really where it’s at. Not a single thing is missed by the staff. Not one. We were upgraded to the honeymoon suite and I can tell you that we did not want to leave. Everything was simply perfect. I’m a very picky person, and I don’t know that I would give any critique to the hotel. The property is well-maintained, the room was spacious, bed comfortable and was very nice and quiet. But if you wanted to go do something fun, you also had that as well. Breakfast buffet is out of this world and fresh. Five stars hands down at three-ish star prices. Whatever other posters commented on during the shift from the Ritz had all been resolved. I would come back again and again and again!

Nice hotel, I love the balcony. The room service is really good too. The beach is not that clean or usable for swimming. Their breakfast is a nice experience, highly recommend to try once. But not worth the 2nd try. The restaurant in the area offer higher quality and better price. Also the pool very clean, warm, and very safe to swim, I highly recommend it.

Stayed here on business and booked a double room for my first night, got there and and was told they didn’t have any doubles available. Even though I had a email confirmation. Finally when I showed them my email they told me I would have to wait on the room, which I did. Then I had ordered a massage for another couple that was staying at the hotel with me, and was told that they would receive the massage when they arrived and checked in, but no one ever told them that it was purchased for them, I had to go to concierge to see what was going on. I just feel like if I had not been staying there too I would’ve paid for something that never happened. I stayed at this hotel for four nights and three of the four showers I took were cold. The batteries were out on my remote for my TV so I could not turn that on until they came to fix it. The front desk staff were subpar at best. Food and drinks at the hotel were overpriced. Overall it was an OK experience, I mean come on it was in Cancun! But you can definitely tell that this is no longer the Ritz!! The only saving grace was Ruben, an amazing concierge! He truly went above and beyond!!!

I had a lovely stay at this hotel. Cancún isn’t my favorite town in Mexico, but what I love about it is the reliability/consistency of what you get, and I have a feeling this property delivers similarly. The view from each room is lovely (I believe they only have ocean-facing). The gym is clean, and there’s a steam/sauna option. The large outdoor hot tub is nice when it gets slightly cooler. The staff is super accommodating and helpful, and I was surprised by the quality of the brunch, especially the Sunday one!

Definitely more than I expected. The service, amenities, food were exceptional. The rooms are big, spacious and clean. The views from the rooms are spectacular. All the workers were very nice a attentive. Coming back for sure! The best location in the hotel zone.

You can feel the luxury environment in every detail, from the entrance, the service, the food. The beach is on the waves side and we got a room at the top floor with amazing view. At the club level the food and drinks were excellent. The first visit was 25 years ago. They do great maintenance because everything was working and felt fresh and nice.

We stayed at this property May 25- 29 and this was honestly one of the worst properties I’ve ever stayed at. Half of our time here there was no hot water, and often times no running water, whatsoever. Our first night we had to shower in the spa because none of the rooms had running water. This is completely unacceptable for a hotel like the Ritz. This property is very old and outdated and needs a complete renovation, and honestly this property is more equivalent to an old Sheraton hotel. This resort is by no means up to the standard of any other Ritz Carlton’s. The staff was great and very hospitable, but this was the only positive experience during our stay at this property. I would never stay here again and recommend anyone traveling to Cancun to not stay here. I wouldn’t recommend this hotel to anyone!

Service was spectacular. Everybody knows your name and treats you like royalty. We stayed at the club level and the food and drinks offering was delicious. Our room got cleaned twice a day and always looked SPOTLESS. The servers made sure to always have the cookies my husband likes. Additionally, one night my daughter did not like what they had to offer, so they prepared chicken fingers specially for her. They go above and beyond to make sure you are happy at ALL TIMES. At the pool they always make sure you have clean towels and something cool to drink. The cabanas at the beach are a great addition (you have to pay additionally for them, but are well worth it) and allowed us to spend a whole two days at the beach, as you are under a palapa and in the shade, with a hammock and two wide lounge chairs.We arrived at the property exhausted and depleted and left renewed and happy. Highly recommend!

We just returned from the Kempinski. LOVE IT, all over again. It was our 2nd time there after having gone when it was still a Ritz Carlton. We love this hotel!! It will transport you to a different time and place. Classy, well maintained, tremendous staff. The beach and pools aren't overcrowded. I walked down the beach towards the Secrets on the Vine hotel and it was a madhouse over there. People everywhere. You can have that atmosphere if you like it. I was so happy to walk back to the serene/classy confines of the Kempinski beach. If you are you young, like to be around the young club scene, there are better options for you. If you want to chill, like understated European decor and world class hospitality, the Kempinski is your place.

The Kempinski Cancun is an amazing resort. I have stayed numerous times, when it was a Ritz Carlton, and they haven’t missed a beat. The service, facilities, and food are top notch. Value for money, this is one of the nicest resorts on the planet. I will return

Remember to use ʜᴏᴛᴇʟʙoʟʟʏ.ᴄᴏm when booking your stay. This site will compare countless booking websites and usually will have prices a lot cheaper compared to others! You're welcome :)! This hotel is one of my favorites in this area. I've been coming here for years. If you stay for a few nights you for sure won't be let down. Definitely more than I expected. The service, amenities, food were exceptional. The rooms are big, spacious and clean. The views from the rooms are spectacular. All the workers were very nice a attentive.

I was concerned as it was a Ritz Carlton before. I love the new hotel. The service was great & the food was great. The beach was clean a 10/10 stars. I will return for sure. It now occurs to me it is the staff that makes this place what it is. They care & I tipped lots in full appreciation. So nice

Had the Best time at the Kimpenski, formally Ritz Carlton! It’s a very Luxurious hotel with First Class Service! Stayed on 8th floor club lounge. So worth it! Full breakfast buffet every morning with Mimosas. Food, snacks, drinks, alcohol all day and night til 10pm. Can’t beat it. Just like an all inclusive if you do Club level. It’s pretty quiet so if you’re looking for partying all day at the pool, it’s not the place. Osiris and Vicky at the Club Lounge are Outstanding and Excellent Mixologists!!!! Maya at the pool is also a sweetheart and works hard to give great service. Will definitely be staying here again!!!

The Grand Hotel Cancun was mid transition from The Ritz Carlton to a Kempinski property upon our arrival. The experience would not have warranted 5 stars without the staff. The service is unmatched. Each member of the team was pleasant to speak with, informative , pleasant but offered service not customarily seen. The rooms were clean, on the smaller side, but the views of the water with individual balconies cannot be beat. The pools (2) are lovely with plenty of room to space out from others. The hot tub was on the warm side- but we were not looking to heat up in Cancun. The conference rooms were large, well equipped and taken care of. The hotel offers a beautiful spa, jewelry store, gift shop, and more. There are a few dining options to choose from and don't miss the opportunity to eat at Fantino. You can rent a cabana on the beach, or use complimentary beach chairs and towels if you prefer. There is a bit of an immediate drop off and then a sand bar not too far out that makes you feel like you are in the middle of the ocean with its blue clear waters. The beach bar offers delicious light options for lunch or snacks with drinks that are refreshing on sunny days. Location is perfect for a vacation in Cancun with friends or for work however expect tourists in this area no matter the time of year.

We stayed at 3 Marriott properties during our time in Cancun and Ritz was hands down the best. Yes, the rooms are no the most modern and if you look closely, there are some signs of wear and tear. But eveything is spotlessly clean and the service is absolutely unmatched. Nowhere else was the staff as welcoming or kind as the lovely folks working at the Ritz. From the staff at the front desk to those at the beach, everyone seemed to go out of their way to make our stay better. Plus the food and atmosphere at Fantinos is fantastic. Cannot wait to come back.

Word can not describe how amazing this hotel is. The staff are the most friendly and thoughtful I have been around. The hotel is gorgeous. And Beach is the most beautiful beach in all of Cancun. The live music on Thursday - sunday night at the Lounge is fantastic. The room service so amazing that it felt like everytime we left our rooms someone would come to clean or organize it. Truly wonderful, unbelievable experience!!!

The rooms were wonderful and clean. The beach was well maintained with great cabana options and the food at the hotel restaurants were the best we’ve ever had. We’ve stayed at gourmet resorts before and this topped them all by far. We were blown away. The room service was exceptional. The drinks we’re amazing. I’ve never had a better margarita in my life. Then there was the service - the workers were so bend over backwards to take care of us and so gracious. I could go on but we would definitely stay there again without a doubt. So beautiful!

Unbelievable resort. First off, the interior design of the resort is out of this world. On top of that, the service is world class. Each member of the staff does an amazing job! The dining is fantastic as well with a variety of different on-site dining options with lots of allergy options for those with food restrictions/preferences etc. On site you will have fine dining, sushi, a jazz club, a beach restaurant, coffee shop etc. In summary, the best resort I’ve ever experienced. Would absolutely recommend! Can’t wait to come back

Hands down the best hotel I’ve ever stayed at! The staff was friendly, attentive and caring. The service is above and beyond in every aspect. The rooms were gorgeous. The food was fantastic. The views are amazing. Could not imagine a better hotel.

Stayed 7 nights with my family (two kids around 10) for march break. Service is great, hotel is well maintained, clean and never felt busy. Just a great hotel and a nice change of pace from busy all inclusive resorts. Very relaxing with a great beach and an attentive life guard. Overall great experience.

Dear reader, Thank you for the opportunity to write a positive hotel review. I am delighted to report that my stay at this hotel was absolutely fantastic. I was particularly impressed with Dimitri, the responsible person for the pool and beach bar. He was incredibly friendly and helpful, going above and beyond to make my stay at the hotel even more enjoyable. I believe he even has the potential to become the hotel's director one day. Dimitri dealt with a problem we had with a hotel staff member and resolved it perfectly. The hotel director, Sayegh, was not able to assist us with the issue, but Dimitri handled everything smoothly and professionally. The food and service were also excellent. The staff was very attentive and friendly, and the food was delicious. Overall, I highly recommend this hotel to anyone looking for a pleasant and relaxing stay. I will definitely be coming back! Thank you to Dimitri and the entire team for an unforgettable vacation.

Beautiful hotel and the service was phenomenal. We cannot wait to go back. All staff are very good about wearing masks, but unfortunately not all guests were compliant with the mask mandate and respectful of the staff and other guests. I understand the staff may not have felt comfortable with confronting guests in this regard but do wish other tourists complied with health and safety protocols to keep the wonderful staff safe.

Came so excited for our honeymoon. When you arrive there is a $50 per day charge on top of your stay. Almost as soon as we got to our room i slipped and fell on a puddle in the bathroom and busted and cut my foot. The water was coming from the ceiling and running down the walls. So we moved rooms and now the wifi barely works which is a problem for someone who has to work. On the up side so far the tacos were good.

Best stay evern in Cancun! This hotel's staff goes above and beyond any service experienced. The staff at the Ritz Carlton Cancun is nothing but professional, they are happy, welcoming, make you feel right at home (as a matter of fact they say 'welcome home' when you check in!). Rooms are very spacious, grounds are clean, service at pool deck and beach impeccable. For those who say the property is 'old', I'd prefer to say 'classicly iconic', it's style is traditional, and not modern. If you are looking for a hotel with live, loud, party vibe, this is not the place for you... however, if you are looking for classic, traditional, luxury, relaxing location this IS the BEST place to stay. The word NO is not a part of their language, everything is workable. Special call outs to Genaro for breakfast in the mornings, and to Ruben head of Guest Relations who extended his services by reserving at multiple restaurants where he secured the best seating and service while at the restaurant. If you want to experience the best Cancun has to offer, make sure to stay here and book all your external activities including restaurants through Ruben (guest relations), he is the best. Thank you Ritz, hope to see you soon once again... Stacey Black

Me and my wife recently stayed at the Grand Hotel for our wedding. We were a little worried with the transition from the Ritz Carlton brand to the Kempinski brand. I can assure anyone looking into this hotel that the location, food and service here are excellent. Props to Rueben, Mauricio, Reynaldo (on the beach) and especially Williams for making our stay truly amazing!