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Kempinski Hotel Cancún, un resort galardonado con el prestigioso reconocimiento AAA 5-Diamond, representa el máximo exponente del lujo y la elegancia atemporal en las majestuosas costas del Caribe. Combinando la refinada sofisticación europea con la cálida hospitalidad mexicana, nuestro hotel ofrece una experiencia incomparable. Los huéspedes pueden deleitarse con la alta gastronomía en nuestro reconocido restaurante FANTINO, relajarse en nuestras exclusivas habitaciones frente al mar o revitalizarse en nuestro spa de servicio completo. Ya sea que nos visite por una escapada romántica, unas vacaciones familiares o un evento corporativo de primer nivel, nuestras amplias habitaciones, playas inmaculadas e instalaciones para reuniones de última generación garantizan una estancia memorable. Descubra el legado del lujo en Kempinski Hotel Cancún.
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Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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Kempinski Hotel Cancún garners acclaim for its excellent service and luxurious amenities, with the Club Level and beachfront receiving special mentions from guests. The hotel's prime location is celebrated for its easy access to local attractions and stunning beach views. Although the rooms are appreciated for their space and cleanliness, some guests point out the need for updated decor and better temperature management.
While the hotel's cleanliness is generally praised, a few travelers have concerns over certain areas. Despite these positives, there are grievances regarding the perceived high costs and the value for money, with some guests feeling the price doesn't match the experience. Mixed reviews are offered about the hotel's atmosphere, noting its luxurious yet somewhat dated ambiance.
Location
Beachfront
Atmosphere
Outdated
Rooms
Spacious
Value
Expensive
Cleanliness
Meticulous
Service
Attentive
Amenities
Outstanding
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As travelers that look for smaller, intimate boutique hotels, my girlfriend and I were wonderfully surprised at how great the Kempinski Cancun turned out. One can read reviews on Tripadvisor and Google but I think all take it with a grain of salt. In this case the positive reviews are well warranted as we found out on a daily basis.
From the moment we checked in with Daniel at the front desk, we started to experience the level of service that you would expect from a five star hotel. We were upgraded to a corner suite which was decorated with balloons!! ( We were celebrating an anniversary) The room was lovely although the décor might be a bit bland, however as the week continued we found the housekeepers, like the rest of the staff, were impeccable.
Being beach lovers we positioned ourselves everyday at the edge of the water which was was maintained beautifully. Shout out to Edgar and Jorge as well as Javier and the rest of the staff at the Carib Beachfront restaurant. Great Service!! Nicholas the lifeguard was such a pleasure to talk to and he, like most of the staff members, have been working at this location for many years. Everyone’s attitude here’s is so welcoming and genuine that you really feel special.
Obviously much credit has to be given to Aref, the General Manager, whose leadership and guidance have turned what was the old Ritz Carlton, into what should be one of the jewels of the Kempinski hotel empire.
Although we ventured out for dinner almost every night, we found the food at the hotel to be the best of all the places we ate. The breakfast and lunches were delicious, well prepared and served in a very reasonable amount of time. The concierge service was very helpful as far as suggesting restaurants or activities in Cancun......check out the Jungle Tour Barracuda if you like speedboats and snorkeling. Big shout out to both Ruben and Antonio. In the evening, the lounge offered live music, which was just Ok, but the bartenders, especially Carlos made us feel right at home.
Hope this helps!!!
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Date of stay: March 2023
Value
Location
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Aref Sayegh, General Manager at Kempinski Hotel Cancún
Responded Mar 24, 2023
Dear jgolden99, It is a pleasure reading your comment and thank you for taking the time to write a detailed review of your stay in our property. I am thrilled that you were being personally and genuinely embraced and nurtured by every one of our colleagues during your interaction. I am happy that our amenities enlivened your senses like our immaculate beach and service, our food quality, our housekeeping services, or our concierge suggestions. I will certainly recognize individually Daniel, Edgar, Jorge, Javier, El Caribe Restaurant team, Nicholas, Ruben, Antonio, and Carlos. Looking forward to welcoming you back soon, Aref Sayegh General Manager
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We have traveled to Cancun 7 times and this was our 4th visit to the Ritz Carlton. The 2 most important things that we look for when traveling are a beautiful beach and amazing service – the Ritz Carlton Cancun continues to nail them both.
The beach is absolutely stunning. The chairs and cabanas are spread out so you are not right on top of one another (you have more privacy and do not have to listen to other people having conversations). You have peace of mind as you enjoy either swimming, boogie boarding, or just sitting watching the beautiful bright azure waves. The service on the beach is spot on. They set up your chairs, blue beach cabana, or villa whenever you arrive. You never have to be concerned about finding an ideal spot for you and your family because they take care of everything for you. The food and drink service was very attentive to our daily requests and they go out of their way to provide you with an exceptional day at the beach.
After spending all day and early evening at the beach, we arrived at our room and the turndown service had already taken place. We cannot thank Oscar Lopez enough for providing us with a beautiful room on a high floor overlooking the ocean.
We had breakfast every day at the D Lounge. Jose would greet us with a big smile and he would make us the most delicious smoothies that we enjoyed on the shaded patio overlooking the ocean. In the afternoon, we would return and Lara would always provide us with excellent service.
We would highly recommend this hotel to anyone staying in the area. We look forward to returning soon.
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Date of stay: February 2020
Value
Rooms
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from AlexiaMBrandi, Sales Coordinator at Kempinski Hotel Cancún
Responded Feb 27, 2020
Dear sunshinept77, Thank you for taking the time to share your experience with us. I am pleased to hear that you enjoyed our Ladies and Gentlemen's legendary service. Our Ladies and Gentlemen always aim to provide the finest personal service and facilities for all our guests. We look forward to host you again in your second home in the Caribbean. Warmly, Alexia Sales Coordinator
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The Ritz Carlton in Cancun is superb. I came to relax; mission accomplished. I highly recommend the property.
Concierge: The person I dealt with the most was Begonia. She was everything an excellent Concierge should be.
Facility: Trust me I tried to find something wrong with the facility and I could not find it .
Service: It was freakishly good. It’s like Cheers: everyone knows your name. Shout out to all wait staff (except one issue below). All dietary restrictions were met with undivided attention rather than disdain. I sat in Oscar’s section both nights at The Grill and he and his team are stellar. Alejandra in housekeeping went the extra mile for me.
The one night I ate at Fantino the service slid as the night went on. The tables were 1/3 empty. I had to ask for my check 3 times. I hope it was not that they would receive less of a tip due to a single diner who did not order alcohol.
The Food: Everything from the amuse bouche to the desserts were amazing.
Spa: Great spa menu, amenities and service.
Beach: Loved that it was netted/enclosed to the property line to make the water experience optimal (no flying fish or seaweed).
A few ticky negatives: Everything I will call out, to me, should be changed. This is the Ritz and guests are paying for the best, and they should get that. • The in-room liquid soaps were too harsh. Get a better/higher-end brand • The chairs on the balcony were not comfortable. I get this is not the main attraction and the wet climate are a factor.
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Date of stay: December 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MontserratCastaneda, Marketing and PR Executive at Kempinski Hotel Cancún
Responded Jan 3, 2020
Dear BarrierReefFan, Thank you for sharing your feedback with us. I am delighted to hear that you enjoyed your stay with us during Christmas. The Ladies and Gentlemen of The Ritz-Carlton, Cancun strive to provide the finest personal service and facilities for all our guests. I will share your kind comments with the mentioned above and your feedback to all revelant departments as well. We look forward to welcome you back soon. Warmly, Montserrat Marketing and PR Executive
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I don't recall a time I bothered to provide such a long detailed feedback but when things go south the way they did I thought I have to warn others. As an ambassador elite member of Marriott Bonvoy I thought I would get an exceptional service as I'm used to in my many stays with this chain, I booked two paid rooms and convinced a friend to switch over to this property as well. We were greeted through a glass wall as expected in Covid travel days, Don't expect a welcome letter with your status cause there is none, just a generic QR code which provides almost no valuable information on the facilities (open/close/discounts/costs, etc). The gym is closed as expected, the tennis courts are open but require a 24 hours of advanced notice to be used (never mentioned till we actually wanted to use them and was too late). The breakfast served (in an additional cost) is probably the worse I've had in a long time in such a property (Imagine a fast food quality in a road motel), very slow service (a lot of people but just not efficient), took them almost 30 minutes to bring water to the table and even then, they didn't bring water to all guests, maybe they wanted us to share our glasses, eventually we got our omelets after an hour or so, they were partially cold, the following days we just bought some coffee and pastries in the coffee shop which were really good and never bothered to go back to the hotel restaurant. When we complained and asked to speak to a manager, we were told will call later which he never did (Not even by now a week after departure). Had inconsistency with the room cleaning, they didn't bring shampoo to one of the rooms, coffee capsules refill in another room. Bring your own laundry bag as they do not supply any (not even nylon) as there is no laundry service nowadays, so had to ask to get a few of them. So many other issues with this property, the hotel was in a very low occupancy but yet with plenty of staff available, just no one to manage them and get things right. The hotel manager wasn't available and even though I tried to reach out multiple times I was unable to get his response. On our last day with the hotel, the deputy manager tried to be creative and offered us a "token" of good-will in the form of a massage session, I'd mention that the quality was good, but too little and too late. The taste of an exceptionally bad service have made me consider a few of my upcoming stays with the chain.
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Date of stay: August 2020
Value
Service
Sleep Quality
Room Tip:Waterfront and not Water view
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alexia Macedo, Ventas at Kempinski Hotel Cancún
Responded Sep 10, 2020
Dear 118ariel, Thank you for taking the time to share with us all the details of your recent stay at the resort. I truly regret to hear that your experience did not meet your expectations. We are taking your comment very seriously since this incident is far from the excellent service our Ladies and Gentlemen are used to provide. Nevertheless, we are pleased to know you enjoyed the D-Cafe seamless service and exquisite pastries. We will be delighted if you consider to give us a second opportunity in the future so we can change this perception. Warmest regards from Cancun, Alexia Marketing and PR Executive
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Tonight is my last night at this hotel. The hotel will not honor our gold status with Marriott and give us a 2pm checkout even for one room when I had reached out to the hotel in advance of our trip requesting it. I don’t get what the big deal is when our rooms were not available until 3pm when we checked in (which is fine since that’s check in time). Does the hotel really need more than a full hour to turn around a room (when they said no I asked if it’s possible to honor 2pm just for one room and we would check out of the other room on time)? This hotel lacks the personal touch of every Ritz Carlton I have stayed at. While the dinner here is amazing everything else falls well below expectations. The drinks are watered down and you taste no alcohol. If you want “extra rum” in your watered down drink it costs DOUBLE for a single shot. The beach area is in need of a renovation. I checked out the JW Marriott and it was beautiful and will be staying there next time. Hopefully they treat their gold elites better.
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Date of stay: March 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from AlexiaMBrandi, Marketing and PR Executive at Kempinski Hotel Cancún
Responded Mar 9, 2020
Dear AaronF-NewYork, Thank you for sharing your feedback wih us. I sincerely apologize for the inconveniences you experienced during your stay. Our Ladies and Gentlemen always do their best to accommodate our guests requests but during high season occupancy levels not always allow us to grant the early check in, my sincere apologies again for any inconveniences this may have caused. I already shared your comments with all relevant managers and we will follow up accordingly to exceed the expected level of service. I sincerely hope you give us an opportunity to pamper you in the future. Warmest regards, Alexia Marketing and PR Executive
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when we arrive we had a nice sea view, but they explained how housekeeping only comes to the rooms every 3rd day unless you want it differently so we did,I have every day cleaning room perssonel by my house so at least I spected the same when I travel not less, Employees here went above and beyond for us to have a great timeand I feel like they are taking every precaution to not only keep the guests safe but their employees as well. Everyone is wearing a mask at the hotel, except by the pool and beach area. Service by the pool and at the beach was good. We got the best service by Yoko & Begonia in concierge services, and as well as personnel who made us good drinks! love the classic chandeliers they have it make me feel at home, but was hard to find beach chairs, and if you asked for an umbrella they were not very happy about it.... at the beach they don't give you anything, Lots of street vendor and people walking by, not the kind of beach we enjoy at a luxory resort We also had dinner at the jazz Restaurant , food was excellent, service too, the restaurant manager memo tried all the time to give special details but as I said before something was left I hope next time we will get better
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Date of stay: June 2020
Location
Service
Sleep Quality
Room Tip:ask for sea view
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alexia Macedo, Ventas at Kempinski Hotel Cancún
Responded Sep 29, 2020
Dear Hassimjoyeros, Thank you for your wonderful, detailed review of your experience at The Ritz-Carlton, Cancun. It is through hearing guest experience that helps us know our strengths and weakness and ways we can bring innovation to our resort. It was a true delight to read about all of the wonderful experiences you had, enjoying both our five star service and facilities. I thank you for taking the time to review your experience and also thank you for joining us. We hope to have the pleasure of welcoming you back in the not too distant future. Kindly, Alexia Marketing and PR Executive
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We were hesitant to travel at this time because of COVID-19, but reading reviews here, convinced us to come back as we have done every year for the past 20 years. We finally decided to book a 6 night stay at our favorite hotel at the end of August. As soon as we were picked up by the hotel's transfer car, they took our temperature. Once we got to the hotel, they took it once more before even entering the hotel. Check out was safe and fast. They explained how housekeeping only comes to the rooms every 3rd day unless you want it differently. They are taking every precaution to not only keep the guests safe but their employees as well. Everyone is wearing a mask at the hotel, except by the pool and beach area. Service by the pool and at the beach was on point. We got the best service by Luis, Antonio, Yoko & Begonia in concierge services, Edgar who made us the best drinks! Employees here went above and beyond for my family to have a great time. We felt at times that the pool was all to ourselves. Pool chairs are been kept at a distance, the same at the breakfast dining room. We had dinner at several restaurants near the hotel and when making reservations we specifically requested terrace seating. Not only is safer but you get the best views, specially at sunset time. If you are thinking about coming here, do not hesitate. Not only you will get the safest and best service, but will make amazing memories.
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Date of stay: August 2020
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alexia Macedo, Ventas at Kempinski Hotel Cancún
Responded Sep 14, 2020
Dear Regina A, Thank you for taking time to share your experience and observations about our hotel. I'm glad to see that overall you enjoyed our service as well as the new precautions we are taking to create a safe environment for our guests and Ladies and Gentlemen. Your feedback is much appreciated, as we are consistently looking for ways to make our guest stay more satisfying. I will share your comments with the persons named on your description and let them know you have had a wonderful time with us. We hope to welcome you back to our hotel in the near future. Best, Alexia Marketing and PR Executive
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I love it, the smells, the look, the quality of service, just excellent, Ritz Carlton Brand usually hits all the right spots for me. The rooms are well decorated, very clean, comfortable bed, and carpeted, rare in Mexico, I love it because the kids and wet feet do not mix well with marble floors. Super friendly and helpful staff.Prices (when vigilant) can be reasonable as well. Still on the high side but not for what you get in terms of service and comfort. Better off to go to a Ritz once a year then a dump twice a year if you are a budget conscious sort.. lol..enjoy!
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Date of stay: July 2019
Rooms
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from AlexiaMBrandi, Sales Coordinator at Kempinski Hotel Cancún
Responded Feb 12, 2020
Dear scottb9999, Thank you for sharing your experience with us. I am pleased to hear that you enjoy our Ladies and Gentlemen service and we are honored to host you during your last visit to the destination. At The Ritz-Carlton Cancun we pledge to provide the finest personal service and facilities for our guests. We look forward to welcome again at your second home in Cancun. Warmly, Alexia Sales Coordinator
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Came here for my birthday pre-covid and felt like we were treated as royalty. The hospitality is top notch and in my opinion that is what you are paying for. Our room was beautiful, clean, and had french doors opening up to the outside patio with ocean views. It was incredible. The beach was kept clean and throughout the day servers would periodically check in on us to take our drink/food orders. If you tip the maid service a little extra they take your room to another level. We came back from dinner to find any clothes that were on the floor hung up, soothing music on the tv, rose petals, and chocolates on the bed. It was unexpected and unlike anything I've ever experienced. It definitely made our stay more memorable. It is a more expensive and luxurious resort (with a high resort fee added) but even if you stay for one or two nights just for the experience I would say it's worth it. Right across the street there are some amazing restaurants within walking distance, one being Porfirios which has the BEST sunset views and churros. Overall amazing experience and we can't wait to come back.
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Date of stay: April 2020
Value
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alexia Macedo, Ventas at Kempinski Hotel Cancún
Responded Mar 16, 2021
Dear K Voyage, We appreciate the gesture for taking the time to share your lovely five-star review. I am pleased to hear that you enjoyed our Ladies & Gentlemen's legendary service. The Ritz-Carlton, Cancun is a place where the genuine care and comfort of our guests is our highest mission. We look forward to welcome you back soon. Best regards, Alexia Marketing & PR Executive
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Firstly I’d recommend the Club Level floor if you can (level 5 or 6). It was the perfect spot for breakfast, a light lunch and pre dinner canapés/drinks.
You are greeted by name on arrival in the driveway and for those staying on the club level you are ushered up to the 5th floor for check-in. We were met with a glass of champagne and a no wait personalised check in. It was very obvious the staff were well trained professionals, had perfect English & were there to respond to any request. The hotel also had very good COVID protocols.
The building itself is a little dated but well maintained, with some renovations occurring at the moment. My only issue was the renovators were noticeable, with hammering occurring during the day and some room doors left open with tradesman coming & going.
Around the pools and the beach, the standard of service was at another level - very luxurious. Staff were there to put umbrellas out as required and professionally put the towels out on your beach beds (3-4 per bed). The cabanas were $235 for the day or $35 for the beach beds. The cabanas sold out quickly so we took one of the day beds, which are first come first served. There was no waiting for food & drink service & it was nice to get proper plates, linen and cutlery on the beach.
I’d recommend you try Fantino restaurant which again, had 6 star service and excellent dishes.
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Date of stay: May 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alexia Macedo, Ventas at Kempinski Hotel Cancún
Responded May 10, 2021
Dear Jesterinoz, Thank you for the 5 star review, we truly appreciate you providing our future guests with such a comprehensive overview of your experience. We pride ourselves on the legendary service we provide to our guests, as well as a warm yet refined ambiance throughout the resort. We certainly look forward to welcoming you back in the near future. Kindly, Alexia Marketing and PR Executive
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Most of the food and drinks were expensive and we only had lunch a few times. Breakfast buffet was $55 per person after you factor in tax and small tip. I think drinks were $20 but not sure.
We took easy bus in front of hotel going north to Chedtaui Selecto and stocked up on yoghurt, fruits and pasties for breakfast and went out for dinner every night.
I would assume at least $350 per day if we ate all our meals at resort. Bring extra Nespresso pods and save on coffee if you are big coffee drinkers. They give you 4 free pods per day plus more if you ask. Great Nespresso machine in room.
Upgrading to Club room might take care of most meals, They were sold out while we were there, front desk said cost would be extra $200 per night per room.
Glendavista is correct. Seafront rooms have balconies directly parallel to the ocean while Seaview rooms are situated sideways of the view of the ocean. All rooms though with sea facing rooms have views of the water.
There are more places to choose from in the Cancun area.
PRICE RANGE
C$473 - C$779 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
ritz-carlton cancun hotel cancun, cancun ritz carlton, ritz cancun
FORMERLY KNOWN AS
The Ritz-Carlton, Cancun
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
363
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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