We stayed at the JW Marriott Resort & Spa from June 22nd-29th. This is our third visit there in as many years. We couldn't have been more disappointed if we'd tried! The property is beautiful...we loved it so much the first time that we took 14 family and friends last year. This year we decided to enjoy it again as a twosome! The trip started with us waiting an hour and a half for a ride from the airport that I had set up over a week in advance. We finally made it to the hotel, anticipating that gorgeous vew and a nice chilled martini. We were greeted with a very warm lobby and a wall of white plywood. There was plenty of hammering and sawing noise......NO view at all.........no martini bar...no lobby period! As the week progressed, we discovered one restaurant closed, no service at the swim-up bar, air conditioning that was never quite right, the televison never carried more than a few channels, and we had to go next door to the Casa Magna for practicially everything. If I'd wanted to stay at the Casa Magna, I would have paid the much lesser rate and stayed there! I politely spoke with the manager explaining to her that we would have never come at this time of year (it was the same time of year as our last two visits) if we had known that there was construction and many of the ammenities were non-operational She offered us a free ride back to the airport for our "inconvenience". I am still shocked that a hotel which proclaims it is 5 star, doing that kind of construction with no mention of it on their web-site. We were so unhappy that we considered trying to move to another hotel. I realize the economy is tight and there were less visitors, but that does not mean that the visitors that are there should be treated to a sub-par disappointing vacation. I just noticed that Marriott is encouraging their guests to return to Mexico.......and enjoy their properties. If that is the case, they should not all but shut down the hotel when visitors do return. Everytime we asked why so many things were closed or under renovation (many of the beautiful water features were also drained and empty), we were told that due to the shortage of guests...now would be a good time. So basically, I feel that we were totally unappreicated as guests, and it makes me rethink my loyalty to the Marriott brand. Beofre going to this property in the near future, I would advise calling the property directly to see what features may not be operating.

My wife and I spent a few days in Cancun and we chose the JW based on the reviews on TripAdvisor. The hotel staff was very helpful and attentive. This includes the concierge counter staff that helped us book our excursions to Xcaret and Isla Mujeres, make reservations for dinner and directions on what to do in Cancun. The room we had, on the 11th floor was very nice, clean and comfortable and with ocean view.

The Hotel has a special desk for booking tours so that you do not have to go anywhere else. The Hotel also has a Prestige Rent a Car counter, where you can rent luxury cars at reasonable prices.

The breakfast was an incredible buffet, which was included in our rate. The pools were amazing, although we did not get a chance to swim.

The hotel is at the very beginning of the hotel strip, so you have to take the bus to get to the main shopping malls, restaurants and clubs. The bus stop is right next to the hotel, so this is no problem.

We would definitely stay at the JW if in Cancun again, which is considered a luxurious hotel in Cancun and you can expect all the perks that comes with that.

The only drawback, and this does not disqualifies the hotel at all, is that Internet is $15.00 per 24 hours, or $5.00 per 10 minutes, which I find expensive as it should be included in the price for a luxury hotel like this one. I travel on business a lot and I always prefer a room rate to includes Internet and breakfast. In this one I could only find breakfast.

Stayed at JW Marriott for our honeymoon - they have a policy which they should call "all-exclusive". When we checked in on June 2, we thought we were in the movie "The Shining" - the hotel was empty - it felt eerie. We quickly found out that because of their minimal occupancy (we were told it was 8%), the main restaurant (Simply Seafood) was closed and the swim-up pool bar was closed. The restaurant opened later in our stay but only for a $20 buffet breakfast, not for lunch or dinner. Other areas of the hotel appeared to be awaiting maintenance but with the lack of occupancy, not much was going on. I can't blame the Marriott for the low occupancy rate and perhaps they had no choice but to close some of the hotel features but what I can blame them for is their complete disregard for the few guests who were there. We asked for a coffee maker and a refrigerator in our room - conveniences that you can get in almost any Days Inn or other $60 per night motel - and we were told that it would cost us $15 per day. Use of the internet - $10 for 15 minutes. Rent a float at the pool - $15 per day. I stopped at the front day each of the first 3 days that we were there and spoke with the staff about doing something for us to try to make us a little more comfortable - the hotel is basically empty, we're on our honeymoon, amenities are closed, we're silver-elite Marriott members for whatever that is worth - and their response was "No, sorry, thats our policy". As I said, its all-EXCLUSIVE. What made matters even worse was being on our honeymoon and learning from the other guests we spoke to at the pool that every one of them booked very recently and got better deals than we did - some claimed to have gotten free breakfasts. If money is no object for you, then you might like this place - its a very nice structure and the pool is great - but personally, I will never stay with Marriott again. One of the times I spoke to the manager, she actually said to me that the coffee maker is not really the issue but if they gave us the coffee maker, they would then have to supply filters and coffee and they couldn't do that for nothing - how insulting - filters and coffee would cost them what, 25 cents per day. I also got a rude awakening when I realized that they were making money on us with each dollar-to-peso conversion. When I said something to the clerk, she said "its just like a bank, there is a conversion rate". Yes, but we're not paying $250 per night to stay at a bank - I didn't expect to lose money every time I converted at the hotel I was staying at - they sell you money at one rate and buy it back from you at another rate - if you give them $100 US and get pesos, then turn around and give them back all the pesos they just gave you, they'll give you about $90 of your dollars back. We toured a couple of other properties in Cancun and each of them was as nice or nicer than the JW Marriott - I think thats the main message here - Cancun is great but the JW is not any better than many other properties and as far as value, it is much less. Cancun itself is wonderful - the most beautiful water I've ever seen. The beach in the Hotel Zone is not expansive but it was beautiful white sand and seemed ample. The transportation system in Cancun is tremendous - buses run 24x7 and cost about 65 cents per ride. Anywhere you go, there are 10 cabs waiting outside to serve you but the bus is so easy, we didn't really need cabs. The buses run very frequently - we waited for about 10 minutes once in 11 days, the average wait was about 2 minutes, regardless of time of day. I highly recommend Cancun but also recommend that you stay anywhere but the Marriott unless you really want privacy and don't care about being nickled and dimed for everything. Marriott has lost me as a customer.

Spent the week of 6/8/09 at the JW. I am a platinum member, so used points for an ocean front room. Upon arrival, I was upgraded to an oceanview presidental suite. Nice surprise after a long day traveling. We were delayed due to mechanical problems with the plane, so we missed our connection in dallas. JW provided airport transfers for us, and they were waiting for us when we landed. The housekeeper for our room was great. We always returned from the day with a nice bucket of ice waiting for us. We always left $3 for her on the way out in the morning. The pool staff was great. Always checking to be sure everything was okay, or if we needed another drink. You can tell the resort is slow. the pool was busy, but not overly so. The beach in front of the hotel is awesome! We swam everyday in the ocean. Vendors are a problem when on the beach. A pretty steady flow all day, so we basically didn't stay on the beach. even when swimming, they try and yell out to you, or flag you down. Front desk, housekeepers, doormen, room service were all great and friendly. The seafood restaurant is only open for breakfast (maybe lunch, we were never around then). Champions at the Magna Casa is okay for a quick meal. We were tired from the day and just walked over. One thing that was a "downer" was no free internet. Not sure why this can't be included. Even at the business center, you have to pay. Just what you would expect. I would highly recommend the JW!