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Reviewed 28 June 2018

We checked into the hotel on a Saturday morning. It took 90 minutes to check in and our room wasn't ready for 4 more hours. Granted we were early but we're also Marriott Lifetime Platinum and typically we get our room earlier than your standard check-in. We had also conveyed to our concierge multiple times that we would be there early along with the request for a fridge which we never received. Again we asked for this fridge at check-in and the same request went to the hotel managers. We know there were fridges as other guests who checked in after us received theirs. There was a huge mishap with the room but eventually we got settled in after lunch at one of the hotel restaurants. The room was nice, an Executive Suite located on the 4th floor. We were concerned as it was right by the elevator but we didn't hear noise at all. Housekeeping was very spotty. Great on the first day but downhill from there onwards. Service at the beach side bar area was fine. We had tons of issues with the smokers who refused to obey hotel policy of being smoke free. The hotel needs to do a far better job of posting signs. We dined at several of the hotel restaurants and all our meals were great. There are so many hotels in the Cancun area that I cannot see us returning to this one.

Date of stay: June 2018
  • Trip type: Travelled with family
    • Location
    • Cleanliness
    • Service
2  Thank BagLadyAtl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarriottCancun, quality manager at Marriott Cancun Resort, responded to this reviewResponded 29 June 2018

Dear Guest,

Thank you for taking the time to write a review regarding your recent stay a Marriott Cancun Resort.

Receiving a warm welcome during check-in often times sets the tone for a great stay. Unfortunately, it was brought to my attention that we fell short of meeting your expectations at arrival and we sincerely apologize for the inconvenience.

I have shared your feedback with our management team to ensure we prevent this from happening in the future.

I hope we can regain your trust during your next visit.

Sunny Regards,

Daniela Hernandez
Quality Manager.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 June 2018

Nice hotel:
Pizza place was convenient and tasty
Japanese place onsite is expensive, not very good and minimal portions
Jacuzzi was out of service during our stay
Staff friendly and very helpful
You will get hit with the usual "free breakfast" which is a time -share sells pitch
Take the phone off the hook in your room, unless you want it to constantly ring with constant solicitations of tours, free breakfast, car rentals.

Room tip: The extra charge for ocean view is totally worth it.
Date of stay: June 2018
  • Trip type: Travelled with family
    • Location
    • Sleep Quality
    • Service
Thank ALEC666
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 June 2018

Excellent Service all around at Marriott Cancun Resort. Would highly recommend this Hotel to anyone visiting Cancun. If you are looking to get a Massage I HIGHLY recommend to get one on the Beach, especially from Otilia and Carmen. These 2 ladies gave the BEST Massage I've ever experienced in my Life! Very relaxing! Will definitely be coming back to this Hotel

Date of stay: June 2018
  • Trip type: Travelled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank Imran M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 June 2018

This is our second year in a row and it just keeps getting better and better. The staff is friendly, very helpful and accommodating. The food is amazing. The spa is unbelievable so definitely find some time to pamper yourself. My masseuse Virginia Hernandez was absolutely amazing I will request her every time now. Most relaxed I’ve felt after a massage in my life! I can honestly say every staff member we have crossed paths with has been friendly, and more then accommodating. Great way to escape from busy life to a little piece of paradise.

Date of stay: June 2018
Trip type: Travelled as a couple
2  Thank MichelleR3023
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 June 2018 via mobile

Absolutely ridiculous. Loud construction noise starting at 8:30 am, we can’t even relax in our room. Why would they book rooms when they know there is construction going on the floor above? So unhappy. Shame on you Marriott. We are Gold members and will no longe be using our credit card or staying at any of your hotels. You have ruined out beach vacation!!

Date of stay: June 2018
Trip type: Travelled with family
3  Thank Audrey M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MarriottCancun, Manager at Marriott Cancun Resort, responded to this reviewResponded 25 June 2018

Dear Audrey M,

It is always a great pleasure receiving feedback from our guest and we sincerely appreciate the time that you took to write this comment from your latest stay.
Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure the necessary guidelines are in place to prevent the situation you experienced from occurring in the future.

Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Cancun.

Sincerely,
Daniela Hernandez
Quality Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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