From the moment we arrived at the airport and were greeted by the concierge staff, picked up and driven to the Hotel and then booked in the friendliness, politeness and professionalism was outstanding. An amazing service from start to finish throughout our entire staff.

Stayed in August 2024

In general, the food was not too expensive considering the quality. The only thing I thought was strange was that the shrimp tacos on the bar menu were very overpriced - I dont know why they were so much more than the other items on the menu. Seems more like an error than anything else. 35 dollars for three very small tacos.

The staff was incredible. The service was the best I have experienced in Mexico and have been traveling there for many years. We traveled to Nizuc in Cancun a few weeks ago and the service was so much better at kempinski. It was also quieter and overall a better experience. The rooms were also cozier at kempinski. We will 100% be back.

Stayed in September 2024

On the one hand some of the public areas needed a little tender loving care, but on the other hand there were maintenance people working on the discreetly and quietly.

More than anything else, the service. It was over the top, every person, every interaction. The rooms were ample with well designed bathrooms. And the food was excellent.

Stayed in August 2024

The fact that we had to leave ..

The personal individualized attention of the hotel staff to each guest. We also received amazing guidance from Christian for guided tours in the region - we thank him deeply! Finally, the staff and hotel are superb! Muchas gracias and shalom Yoram and Oriyan Gidron

Stayed in August 2024

Music all day in the pool area. Could hear it from my room during the day. Prefer the sound of the ocean or some very chill/ jazz like music not popular music. Food was expensive. Sometimes more expensive than Los Angeles or around the same. Still it was good quality food.

The ambiance was beautiful, relaxed, peaceful, casual and classy vibe at the same time. Staff were absolutely amazing. View from my room was superb. Loved the room. House keeping were so lovely. Breakfast buffet was amazing. Loved that they offered green juice.

Stayed in July 2024

Location, Beach

Stayed in June 2024

Staff was great.

Stayed in June 2024

The view from the hotel balcony was spectacular. We loved the breakfast and the beautiful beach access. I would love to stay at this hotel again.

Stayed in April 2024

Cost is too high. No flexibility and understanding of reservation was so poor.

Nearer to the beach.

Stayed in May 2024

Location

Great facility. Staff are very friendly and helpful. Relaxing stay.

Stayed in April 2024

Nothing

Everything

Stayed in January 2024

Slightly outdated

Can’t get a cleaner facility

Stayed in January 2024

Loved the location! Loved the food, breakfast was so yummy. The staff were excellent and the rooms were so nice

Stayed in January 2024

Very expensive and you are charged for everything (as an example, we were charged for takeaway coffee at breakfast, since we were not sitting to drink the coffee). The hotel needs a refurbishment (looks a bit Y2K)

Good for a quiet & short vacation, all inclusive, with children or if you are retired. We did appreciate that it was the only hotel on that part of the beach to have an architecture style at least remotely inspired by local culture.

Stayed in January 2024

Pool facilities should improve: unstable pool ladders and only one toilet. Breakfast buffet price is the same (approx. 35 EUR) for 3 year old children, we found that abusive. Eating inside the hotel restaurants "Casitas" and "El Cafe Mexicano" is relatively expensive considering that dinner dishes were nothing exceptional. We recommend the few restaurants at walking distance from the hotel. A hotel taxy charged 20 EUR for a 3 min ride. Medical assistance was also overpriced as compared to other hotel experiences.

Good staff, clean place. Suite with ocean view first row was great. Breakfast offers great variety and quality. The paid beach beds were very comfortable and food service to the beach was the best we have experienced.

Stayed in January 2024

There is some catching up to do on information, seems to be a lot a confusion between departments.

Kempinski is the best way to enjoy Cancun. Super clean, lots of variety for breakfast. Staff goes above and beyond.

Stayed in December 2023

Location - it's a bit far from La Isla Shopping Mall and Qunta Cancun (where you have all the restaurants, bars/nightclubs such as Coco Bongo) AC in the rooms is not working properly, doesn't cool down and make a lot of noise (feeling like you have a airplane engine in your room) Room is not isolated, you can hear your neighbors - so very noisy. Also, the rooms designed in an opened space from floor 4 to 7 so it gets extremely noisy. No free airport transfer shuttle which I have found unsual for a 5* Hotel. This is actually the first time that I have encountered a 5* Hotel not offering any airport transfer service. No entertainment at night offered by hotel

Breakfast buffet was excellent, quality and variety of food. Unfortunately, if you are pescatarian there no many options except from prawns and salmon. I did not have any fish during my entire stay as there were none proposed on the menu. Pool and beach areas were also very comfortable and pleasant. Staff were providing a excellent service. Manager Danitza and Monserrat were very helpful and I thank them again for their assistance in changing my room due to noise & AC not working. They were very professional and accommodating Excellent customer service - I have been offered a gift for Xmas and a delicious cake & chocolate strawberies for my anniversary. Thank you!

Stayed in December 2023

The food was fantastic! Staff and service was exceptional!

Stayed in August 2023

Nothing

Wonderful staff, perfect service

Stayed in August 2023

Good location with 3 excellent restaurants across the street. Great staff and service.

Stayed in July 2023

I cannot think of anything that the hotel should do differently everything is amazing!

Personal service and Manager greets you outside as you approach the front entrance. During check in a waiter comes and provides you with refreshing drinks and hand towels. The service is beyond exceptional and the facility is absolutley stunning. It's so amazing that you are excited to explore all the different areas and original historical artwork that they have throughout the facility. I highly recommend this hotel for people looking for luxury and privacy.

Stayed in June 2023

The shower did not drain well and pooled up during every shower. The AC stopped working well but we did leave it running for the majority of the time.

The breakfast buffet is wonderful. We also loved the Eggs Benedict from the menu. The service is wonderful as in all restaurants in the Kempinski.

Stayed in June 2023

A little bit slow WiFi in the room. Some seaweeds in the sea.

Great location, perfect service, exeptionaly friendly staff, cozy room, comfy beds, wonderful beach, great breakfast, etc.

Stayed in June 2023

Beautiful hotel and location. The staff were really friendly and accommodating.

Stayed in October 2022