JW Marriott Cancun Resort & Spa

Old hotel, premium price but room not renovated. Hair left in bath tub. Phone not working properly.

1) Room stinks! Literally! Hallway full of varnish odor due to ongoing construction 2) when they moved us to another room (due to #1) the key they gave us opened into a room currently occupied! GIVING US A KEY TO ANOTHER CUSTOMER'S ROOM IS A VIOLATION OF ANY HOTEL CONTRACT! 3) upgrade room they moved us to next was OK except no bathroom vent (still stinky) and lukewarm water in tub. 4) when we checked out - front desk person assured us it was a lot worse the previous year! SO THEY KNOW HOW BAD AN EXPERIENCE THIS PLACE IS AND DON'T CARE! 5) oh yes - Thai restaurant was not Thai food- horrible - a complaint to which the chef agreed. 6) water is undrinkable - a choice of the hotel since tap water is perfectly fine at other Cancún hotels. 7) Breakfast bufffet (included in this room rate) is bland, and ordinary. 8) in short - you are likely to have a better stay at any local Motel 6 (leave the light on! - not a paid ad)

Amazing! Clean, comfortable and pampering. The bathroom in our room was exquisite!

Overall: 1) I was told I did not have a reservation even though I was looking at my Hotels.com confirmation and it was confirmed by a US Marriott reservations agent 2) I was at the airport dealing with all of this, adding to the already stressful week and travel day I had had thus far. This is the worst way to start my vacation 3) I have spent over an hour collectively dialing international and incurring charges to call the resort. I am a digital marketer and earn $200/hour. That is an hour and $200 that I will never get back. 4) The four agents I spoke with each told me something different 5) I was called the wrong name by email 6) The last agent was extremely rude and disrespectful, please feel free to listen to our call recording 7) I was told by the resort representative that they could not arrange a shuttle and "Good luck getting to the resort." without sharing any options. I had to ask specific questions "Are there taxis? Are there shuttles? How much are each? How long does each take?" Is this how JW Marriott serves clients, whether or not they are loyalty members or staying for one night or a week? None of this should matter, a client is a client. I do not even want to stay at the resort anymore and I will most definitely be sharing this experience as reviews so that other travelers are aware of the trouble it takes to simply 1) Confirm a reservation, 2) Get help getting to the hotel. Also: I had brown bath & shower water, construction all over property

Great hotel with fantastic service and staff. Highly recommend this hotel for a family vacation.