The Ritz-Carlton Cancun

Customer ratings & reviews

TripAdvisor Traveler Rating

4299 reviews

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  An Oldie But A Goodie

  It’s been 20 years since we last stayed here. The staff were the highlight. High level of professionalism and courteousness. Claudia and Jose by the Villas were great. The property is dated and in need of a full restoration, especially the exterior. Peeling and mismatched paint, crumbling stucco. Not the level of quality we’ve experienced at other Kempinski properties (Munich and Berchtesgaden). Food was delicious with good service. We celebrated our anniversary in The Club Grill, the Manager was particularly attentive as was Leonardo. The staff treated us with special care and the live duet was terrific. The spa locker room / shaving cream but no disposable razors, a single brush and comb - shared use? Gross. Also, $70 USD for sunscreen in your store? Outrageous. Room was comfortable, clean, and nice view. Overall, a very relaxing experience.

  Jan 20, 2025
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  Luxury Hotel With Excellent Customer Service - Exceptional!!!

  We are world travelers and stay at only luxury hotels. We can say that the Cancun Kempinski (formerly the Ritz) is one of the nicest winter beach vacations we have ever had. Every thing about this property is top notch, fresh flowers throughout the hotel , meticulously clean rooms and common areas and staff that really understands guest service. Many staff members have been with the hotel long term and they are proud the hotel and the work they do. That converts to genuinely friendly encounters with everyone who works at the hotel. We booked a room with access to the 8th floor club including food and beverages at breakfast, lunch , tea time and dinner. The food was always excellent with standard offerings for vegetarians and non-gluten guests at every single meal. The pastry chef is a genius!! Our club concierge (Iliana) took care of all our bookings so competently and helped us celebrate our anniversary in so many thoughtful ways. Thank you Iliana. All of the hotel staff across the board were ever so accommodating and friendly. This is a beautiful luxury hotel that spares nothing to please it’s guests including heating the pool water in one of its 3 very clean pools. Pool and beach service is excellent. The ocean waves vary according to the month, so check that out when making your decision about booking dates. We are already looking forward to our next visit to the Kempinski.

  Jan 18, 2025
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  Disappointed with Cancun Kempinski

  Very disappointed with Front desk staff as they are not trained to handle any type of issue or conflict without becoming mean and condescending. Room furniture old and in need for replacement. Requested a foam pillow and provided a lumpy old thing that was simply not usable. Even the “on demand” channels on TV did not work even after reporting three times. Definitely not 5 star hotel experience Ritz Carlton used to offer at the same property before it was replaced by Kempinski - Now more at par with an average Marriott or Hyatt than a 5 star luxury hotel. Will not return to this hotel if we go to Cancun again

  Jan 16, 2025
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  The best of the best!

  From the moment we arrived until checkout six days later, the experience we had at the Kempinski was simply amazing. Everything from the friendly staff, cleanliness of the entire property, and food were all five-star worthy. We hope to make a return trip back to Cancun next winter and will definitely spend our time at this gem of a resort. You won't be disappointed.

  Jan 16, 2025
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  Wonderful experience - fantastic service!

  To say that we were well taken care of at this hotel would be an understatement. The service here was top notch for our 6 night stay. The staff were kind and friendly and the rooms clean and well-maintained. The beach was free of seaweed, the beach beds and loungers were well kept. The pool, where we spent most of our time, was warm and heated according to the air temperature. We traveled with two young children (age 5) and they enjoyed being at the "kids pool" which really just meant it was shallower than the other pools (about 3.5 ft deep vs. 4.5 ft). The breakfast was delicious as was the food in the restaurants. There was plenty of choice on the kids menus as well. All of the rooms have ocean views; we had a room that was on the side and so we didn't face the ocean head-on. This was actually worked out well because the rooms which face the ocean directly also get direct sun whilst ours was always in the shade. Some of the restaurants can be on the pricier side though and so we did spend a few meals directly across the street at a local Mexican restaurant "Andavos". There is also a shop next to the restaurant that sells, water, snacks, pool toys etc. The hotel was also within walking distance to many other sit-down restaurants and right along the bus route to get into town.

  Jan 15, 2025