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at the CasaMagna Marriott Cancun Resort
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BEST STAY AND BIRTHDAY EVER !
Nov 23rd, 2020
Where do I begin, My stay here was UNBELIEVABLE ! The service was absolutely AMAZING. Every staff member went out of the way to provide great service. I would personally like to thank LUIS (OVERNIGHT FD AGENT) for selecting my room. JUAN (FRONT DESK), just very nice. ERICK (FRONT DESK AGENT) for his great conversation and my favorite.... JESSICA (CONCIERGE) She made not just my stay, but made my birthday so special. I will never forget how great she was. I traveled alone and felt sad but she made everything wonderful. She is amazing and this property is lucky to have her and all the wonderful staff I mentioned. Thank you for the best stay/birthday EVER !!!!! YOU GUYS ARE AMAZING !!!! TRIPADVISOR.COM USER
Misled about room upgrade but front desk manager safe the day partly
Nov 21st, 2020
I booked at both resorts, while deciding between JW Marriott and Marriott in Cancun. $65 daily rate different but JW is Ocean view room and Marriott is garden view. Without a free upgrade Marriott cancun ocean view room is priced the same as JW so I decided on JW. When I went into my account to cancel my Marriott reservation the day before the check in date, I noticed that my reservation was revised to an executive suite. I was not surprised because I sent a email earlier to the front desk for a complementary upgrade because I am celebrating my 20th wedding anniversary and my son’s 12th birthday and I was Platinum status( I did not realize my status was lowered to Silver this year ). I ended up canceling JW because of the Executive suite upgrade I got at Marriott. When I checked in the next day, front desk wanted to check me in Garden view room because free upgrade is base on availability. The problem is I received reservation confirmation email from Marriott stated clearly my reservation is confirmed with executive suit and stated the same in my online account. Nothing mentioned about upgrade is base on availability ( attached the email I received). I was so sad and frustrated because I would have paid the same daily rate and stay at JW if not for the upgrade confirmation sent to me. Now I am stuck to stay at a lower level resort for the same price. Good thing is that German , The front desk manager Mr German, being considerate and patient explain that Marriott central system send out upgrade confirmation email once front desk do the upgrade without stating it is still base on availability at time of check in. Unfortunately the executive room was sold the day I checked in and the free upgrade was cancelled. He understood my disappointment and granted us a ocean view room for 2 days and a suite upgrade for the last 2 days. I would give credit to Mr German for trying to do his best to keep Marriott customer satisfied even it is not his front office fault. I strongly advise Marriott head office changing the wording in their reservation confirmation email about complementary room upgrade to include a line stating that it is still base on availability at check in. I wouldn’t have chosen Marriott if not because of I was misled by the confirmation email thinking the room upgrade was confirmed. My disappointment and the hassle to the front office would have been eliminated. Overall, the lobby at the resort is beautiful, the room is clean with standard older Marriott design and nicely renovated bath. Ocean view is great. I would also praise Ruperto, waiter at Kaisa restaurant, for his great customer service, explaining in patient and detail about the menu and help us make great choice on dishes we ordered. Best waiter so far. Bell boy Hugo is attentive and friendly, set a great first impression of the resort to the guests. TRIPADVISOR.COM USER
The Best Beach Experience I Ever Had
Nov 21st, 2020
We really enjoyed the stay in Marriott Cancun, everything was delicious, the service top of the class, the room had what it needed. Everything was so clean, so, totally recommendable, a great experience no matter no all-inclusive. TRIPADVISOR.COM USER
Nov 14th, 2020
My husband and I just checked in today. This our fourth stay together here. COVID protocols are in place. Nothing has made me nervous. Other reviewers say alcohol is not available in the restaurants. This is not true. I asked the ahhhhhmazing Manager, German, for an explanation. Only “restaurants” can serve alcohol so that is why you must purchase some type of food with your alcohol. We ordered chips and salsa. No big deal. This same standard was set at home where we live. Bars cannot operate, but restaurants can. Same situation here My main goal with this post is to acknowledge the hospitality we have received from ALL of the staff, but specifically, German. He’s taken care of every one of my requests and answered all of my questions! This is why I’m a Marriott girl! This is a post-cancer treatment/anniversary trip for us and he sent these treats to our room! TRIPADVISOR.COM USER
Do not choose this place.
Nov 13th, 2020
This hotel is not up to Marriott standards. Construction is necessary to keep hotels in top shape but usually projects are communicated in advance, and often are handled in a way that keeps disruption to a minimum. Cancun was just hit by two hurricanes but this construction was not on things damaged by hurricane. I would not complain about those things. This was absurd things like only one functional elevator, which caused frequent delays since only one party could ride in elevator at a time. These projects were loud, dusty, and dangerous. No communication from management until I complained, then it was “sorry can we add some Marriott miles”. This hotel seems like an expensive beach house being run by teenagers. This was not a nice experience, the location is not good, and the on site food offerings were below average at best. Do yourself a favor and choose a different location. TRIPADVISOR.COM USER
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