Cancun Ritz-Carlton: Is it worth the stay?

The Ritz-Carlton, Cancun: A Deep Dive into a Legendary Property

The allure of a five-star resort in a prime Mexican destination like Cancun often conjures images of modern luxury and impeccable service. In this review, we explore The Ritz-Carlton, Cancun, a property that holds a special place in the brand's history as its first location outside the United States. Celebrating its 25th anniversary, this esteemed hotel promises a sophisticated escape. However, as with any long-standing establishment, the question arises: how does it hold up against the test of time and evolving guest expectations? We delve into the various facets of a recent stay to provide a comprehensive overview.

Booking Your Stay: Navigating Options and Perks

Securing a reservation at The Ritz-Carlton, Cancun is a straightforward affair. Paid rates for a standard room were approximately $401 per night. It's important to note that this figure excludes a daily resort fee of $50, which covers amenities such as internet access and beach toys. This fee, representing a significant portion of the room's cost, is charged at check-in, a practice that some guests may find less than ideal.

For those seeking to maximize their travel rewards, booking through the American Express Fine Hotels & Resorts (FH&R) program, accessible with the Platinum Card® from American Express, offers a compelling alternative. This method of booking unlocks valuable perks, including a guaranteed 4 p.m. late checkout, daily breakfast, and a $100 food-and-beverage credit. While some of these benefits may seem to overlap with elite status in the Marriott Bonvoy program (to which The Ritz-Carlton belongs), the confirmed late checkout and the F&B credit are exclusive to FH&R bookings. Crucially, guests can still earn Marriott Bonvoy points and elite night credits, allowing for a beneficial 'double-dipping' strategy.

From a points redemption perspective, The Ritz-Carlton, Cancun is a Category 6 hotel within the Marriott Bonvoy program. This means a free night award requires 50,000 points. With the impending introduction of peak and off-peak pricing, this could fluctuate to 60,000 points during busy periods and drop to 40,000 during slower times. In this particular instance, redeeming points was deemed less advantageous than a paid booking due to the reasonable nightly rates and the added value of the FH&R perks.

Location: Gateway to Cancun's Hotel Zone

For first-time visitors to Cancun, the journey begins at Cancun Airport (CUN). The airport is approximately a 25-minute drive from The Ritz-Carlton, Cancun, located in the heart of the Hotel Zone. It is advisable to allocate ample time for airport customs, which can experience considerable delays.

The Hotel Zone itself is characterized by a dense concentration of large resort hotels. While taxis are readily available at the airport, pre-arranging transportation is a prudent measure to ensure a seamless transfer. Companies like USA Transfers offer pre-arranged shared airport-to-hotel services. Navigating the bustling arrivals hall, having a confirmed transfer significantly simplifies the process of reaching your accommodation.

Check-in Experience: A Mix of Warmth and Minor Frustrations

Upon arrival at the 25-year-old Ritz-Carlton, the check-in process began with a warm welcome from bellhops who facilitated the introduction to the check-in associate. The associate promptly acknowledged both Marriott elite status and the benefits associated with the FH&R booking, confirming an upgrade to an oceanfront room.

A point of contention arose regarding the $100 food-and-beverage credit, which was limited to a select number of hotel restaurants. The guest expressed dissatisfaction with the lack of clear communication regarding these restrictions during the booking process, though the hotel maintained its policy.

The check-in process, lasting around 15 minutes, was perceived as somewhat slow. However, the experience was softened by the provision of refreshing mint lemonade and a chilled towel. A welcome amenity awaiting in the room further enhanced the arrival.

The Rooms: A Glimpse of the Past

As guests ascend to their rooms, the hotel's age becomes more apparent. The elevators, with their dark interiors and peeling gold plating, evoke a sense of a bygone era. The hallways, low ceilings, and atrium design also contribute to a feeling of stepping back in time, a stark contrast to the contemporary expectations of a five-star beach resort.

Room 5010, an oceanfront room on the fifth floor, offered a 435-square-foot space. The primary draw was the balcony, providing excellent ocean views. However, the outdoor furniture and tiling showed signs of wear, suggesting a need for refurbishment. The king-sized bed, adorned with crisp linens, was a highlight, offering comfort and a plush sleeping experience.

Practical amenities included bedside lamps and an iHome speaker system on one side. Notably, accessible outlets for device charging were absent on either side of the bed. A small table and a comfortable armchair were also present, in adequate condition.

The bathroom and closet area were situated near the entrance. The bathroom featured a separate tub, shower, and toilet, along with a double vanity. Toiletries were from Asprey, a standard offering at Ritz-Carlton properties. The shower, however, was noted as being particularly short, even for someone of average height.

Within the closet, a small safe was located, deemed insufficient for larger modern electronic devices like iPads or laptops. The minibar was well-stocked, and a Nespresso machine was a welcome addition. Wi-Fi, included in the resort fee, offered a download/upload speed of 20 mbps, sufficient for sharing beachside photos.

Dining Delights: Culinary Excellence

The culinary offerings at The Ritz-Carlton, Cancun proved to be a strong point, a facet of the hotel that clearly did not require a significant update. During a one-night stay, an effort was made to sample a variety of dining options.

Lunch at The Caribe Bar and Grill, located poolside, featured a refreshing berry salad ($16) and homemade chips and dips ($15). Food from this venue could be conveniently delivered to pool or beachside seating areas.

Dinner was enjoyed at Fantino, the hotel's AAA Five Diamond-awarded Mediterranean restaurant. The meal commenced with an amuse-bouche and an extensive bread service, complete with a selection of four olive oils. A carrot soup ($15) served as a delectable starter, followed by a quinoa pilaf ($16) as a main course. The dining experience at Fantino was a highlight, characterized by refined, professional, and unobtrusive service. The pricing was also considered reasonable, especially given the quality that could rival that of a Michelin-starred establishment in a major city.

Breakfast the following morning was available at El Café Mexicano from 6:30 a.m. to 11:30 a.m., a generous timeframe catering to vacation schedules. The buffet, included in the room rate, offered a wide array of stations, including yogurt, cheese, a Mexican corner, an extensive bread selection, a kids' corner, and a fresh fruit station. The food quality was high, and the service was impeccable, with staff consistently replenishing beverages and resetting tables.

Amenities: In Need of Modernization

While the rooms offered a mixed experience, the hotel's public facilities were identified as being in dire need of renovation. Most of the hotel's amenities are located one level below the lobby, accessible via two rather dated staircases.

The property boasts two outdoor pools. The larger pool is heated and tends to attract families, often accompanied by loud music. The smaller pool, located near the south tower, is unheated but offers a more tranquil environment. Both pools feature chaise lounges and umbrellas, though the loungers themselves showed significant wear, with discolored fabric and diminished cushioning. The maroon tiling also appeared to be a relic of the 20th century.

Direct beach access is provided. Guests have three seating options: private cabanas ($200 per day), semi-private shaded chairs ($35 per day), and traditional, less comfortable lounge chairs available at no additional cost. The lack of a dedicated pool or beach concierge meant that securing assistance for setting up chairs could be a lengthy process.

The beach is not private, leading to frequent approaches from local vendors selling various goods and services. The $50 daily resort fee includes a sunscreen bar, which, at that price point, is considered exorbitant. The gym, also located on the beach level, features equipment that appears to be original to the hotel's opening. The seven treadmills were insufficient for morning demand, and their age meant they lacked personal television screens.

The fitness center also includes free weights, benches, weight machines, and a stretching area, along with a small locker room housing a modest steam room and sauna. The hotel's spa charges an additional $60 daily fee for access to facilities like the whirlpool, plunge pool, relaxation room, and a superior sauna and steam room. Treatment prices are in line with a five-star resort.

The kids' club was described as particularly drab, suggesting it too has remained unchanged since the hotel's inception. For sports enthusiasts, the property offers two outdoor hardcourt tennis courts and an artificial-turf basketball court.

Service: Generally Strong with Occasional Lapses

Despite the property's need for refurbishment, the service at The Ritz-Carlton, Cancun generally met brand standards. Following the initial concern about the F&B credit restrictions, the front-office manager proactively reached out, apologized for the lack of clarity, and granted permission to use the credit at any restaurant. The service at Fantino was particularly noteworthy, with staff demonstrating a high level of professionalism.

Upon checkout, guests received a thoughtful gift bag of lotions and aftersun creams. However, there were service inconsistencies, including instances of trash being left in hallways and outdoor areas. Unlike some other Ritz-Carlton properties, there was no enhanced or dedicated pool service, and obtaining assistance with lounge chairs was often time-consuming. The absence of small touches like the provision of cold towels or water detracted from the overall five-star experience.

Overall Impression: A Grand Dame in Need of a Facelift

The Ritz-Carlton, Cancun, carries a prestigious brand name, and with it come high expectations. While the hotel excels in its culinary offerings and generally strong service, the dated facilities and decor significantly impacted the overall guest experience. The property is undeniably showing its age, and a comprehensive renovation is clearly needed to align it with modern luxury standards and the expectations associated with the Ritz-Carlton name.

For guests prioritizing exceptional dining and attentive service, and who are less concerned about contemporary aesthetics, The Ritz-Carlton, Cancun may still offer a satisfactory experience. However, for those seeking a cutting-edge, modern luxury resort, the property's current state may prove disappointing. The hope is that for its 26th anniversary, the hotel will unveil a revitalized physical space, building upon its strengths in food and hospitality to ensure continued success.

Frequently Asked Questions About The Ritz-Carlton, Cancun

Does The Ritz-Carlton, Cancun have a taxi service?

While the hotel does not operate its own dedicated taxi service, taxis are readily available throughout Cancun, including at the airport and within the Hotel Zone. For pre-arranged and reliable transportation, it is recommended to book with a reputable transfer company.

Is the resort fee at The Ritz-Carlton, Cancun mandatory?

Yes, the $50 daily resort fee is mandatory and covers amenities such as internet access and beach toys. This fee is in addition to the room rate and is charged at check-in.

What are the benefits of booking through American Express Fine Hotels & Resorts?

Booking through FH&R offers exclusive perks such as a guaranteed 4 p.m. late checkout, daily breakfast for two, and a $100 food-and-beverage credit. Guests can also earn Marriott Bonvoy points and elite credits on these bookings.

Does the hotel offer airport transportation?

The hotel does not directly provide airport transportation, but it is located a 25-minute drive from Cancun Airport (CUN). Guests are advised to pre-arrange transfers with third-party companies.

How old is The Ritz-Carlton, Cancun?

The Ritz-Carlton, Cancun is celebrating its 25th anniversary, having opened as the first Ritz-Carlton property outside the United States.

What dining options are available at the hotel?

The hotel offers several dining venues, including The Caribe Bar and Grill for poolside and beachside dining, and Fantino, an acclaimed Mediterranean restaurant. El Café Mexicano serves breakfast, and other dinner options are available on-site.

Are the pools heated at The Ritz-Carlton, Cancun?

The larger of the two outdoor pools is heated, while the smaller pool is not.

Is the beach at The Ritz-Carlton, Cancun private?

No, the beach is not private, and guests may encounter local vendors on the beach.

What is the Wi-Fi like at the hotel?

Wi-Fi is included in the resort fee and offers speeds of 20 mbps upload and download, which is generally sufficient for basic internet use and social media sharing.

Does the hotel have a gym and spa?

Yes, the hotel features a fitness center with cardio equipment and free weights, as well as a spa. Access to spa facilities like the whirlpool and steam rooms may incur an additional daily charge.

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