Waldorf Astoria Cancun

DECOR / AMBIANCE: This was a beautiful property once you got inside. The drive up through the employee parking lot and trash area left a lot to be desired. We wondered if we were in the correct location. But the library, lounge, restaurants, pool area are all beautiful. GIFT SHOPS: These need work. Not a lot of variety to purchase. Need various price points. BAR/LOUNGE: Great. Especially the live music. Staff was always friendly and a delight. A lady played the flute one night and DJs other nights. It was wonderful. ROOMS/ROACHES: Thought they were clean. The pool on balcony hadn't been cleaned, neither had the hot tub. So we didn't get in there. They had to add loads of chlorine to the pool as the room had been unused by guests. But it was clear that the staff had been using it. 2 nights in an huge ROACHES were coming out of the sink running all over our make up bags and toiletries. Totally disgusting and we were in a suite with wrap around pools. They moved us to another suite and there were dirty dishes in there like the staff had been partying in there. FOOD: Was ok. For 5 star we need better and more restaurants with more variety. The steakhouse was nice but all of the dishes tasted the same. STAFF: The staff was great and attentive throughout the property. We left them with champagne and other liquors we bought during our visit. POOL: They need to have caution signs. The stairs down to the restrooms is a hazard to say the least. The poolside bathroom door was broken and moms had to go downstairs to change their babies. Disaster waiting to happen. THey have midday snacks for guests which is nice and we didn't have to fight for chairs. DO NOT BOOK THE ROOMS with the PRIVATE POOL. Super small and has a thin layer of potted plants to block for some level of privacy from the main pool. Totally not worth the money and doesn't look like the photos at all. HOT TUBS overflow on the balconies. Guests leave them running all the time and they have to break into rooms to turn the water off. We were in the restaurant below and water was flooding the resetruant ceiling and patio. Th staff was unphased as this happens OFTEN. My question is...how much mold is in this brand new property and WHY hasn't anyone installed drains. It seems to me that an inspector would have caught this during construction. THIS PROPERTY is not yet up to 5 stars. I have stayed at plenty of other resorts that truly were luxury. We shared our comments with the GM. It wouldn't take much to get them there. If there were no roaches I could have given it a 4 STARS.

My experience at the Waldorf Astoria spa was excellent, thanks to the outstanding service from Brenda, the spa attendant, and Anel, my facialist. Brenda was attentive and made sure everything ran smoothly, while Anel’s expertise and careful technique left my skin refreshed and glowing. Both were genuinely warm and welcoming, which made the experience even better. Along with all the staff at the Waldorf! The spa itself is beautifully designed and truly feels like a place to unwind—cannot wait to come back!

4.5 stars - The Waldorf Astoria Cancún is a beautiful property, and we really enjoyed our stay. The pool deck has plentiful seating, two large infinity pools, and a perfect view of the ocean. The restaurants were very good; we really enjoyed breakfast every morning at Chaya. Malpeque, while pricey, was a wonderful experience, and a splurge you should enjoy at least once while staying at the hotel. The room was spacious, clean, and had the best view! The balcony with the plunge pool was a nice touch. The spa is also lovely. What really stood out for us, though, was the staff. Every single employee was friendly, helpful, and went out of their way to make sure that we were taken care of. Many remembered us by name and checked on us daily. We’d love to return on a future trip! Pros: Terrific service Gorgeous facilities Ocean view Plentiful seating at the pool, lots of choices Quiet, not crowded Good food Peacock Alley bar had great cocktails and live music Cons: For a brand new hotel, I was surprised that the pool needed some tiles/stones repaired Drinks were hit or miss (could be what I ordered) Beach area was small

Mayra and the concierge team was great! The staff was friendly, helpful, kind, polite and accommodating! We can’t wait to come back! We highly recommend all the restaurants and leveraging all the amenities. The live music, different food options and bars were exactly what we needed for a peaceful, relaxing respite.

Beautiful hotel, exceptional service. The attention to details is amazing It was a magical stay, they made us feel very special Thank you to all the staff but just to name a few who were brilliant: Jesus, Andres at the pool, Francisco from Jao, Alejandro from the concierge & Ruben 💖