Kempinski Hotel Cancun

My husband and I were on an overnight layover and decided to go to breakfast in the morning. When we chose El Café Mexicano, we had no idea what a "happy surprise" was in store. We found ourselves at a five-star hotel where they allow non-guests to eat breakfast. From the moment we stepped into the restaurant, we were greeted warmly and taken care of. Our waiter was kind and welcoming and very helpful. The buffet food was INCREDIBLY YUMMY and so healthy. It's the most variety I've ever seen at a breakfast buffet. Our view of the ocean was perfect and we sat and enjoyed every minute of our time there. After breakfast, we enjoyed walking along the beach before going to the airport.

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.

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.

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

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.