Ratings based on 368 Guest Reviews
Hear it directly from our travellers
4.8 Room cleanliness
4.8 Service & staff
4.7 Room comfort
4.7 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Aug. 18, 2024 on Expedia
I am always wary of hotels, especially in Cancun. We have traveled often to the area but like to try new places! I also always try to search for a 5 star hotel. This by far was one of the nicest hotels we have been at. Starting with the employees they all gave us impeccable service truly making it not only a 5 star feeling but VIP. Everything was phenomenal from the suite to the beach to the pool to the food as well.
Comment from Hotel Management
Aug. 19, 2024 by Rene Rivera, Hotel Management
Dear Lacey,Thank you for sharing your thoughts. We appreciate your feedback and will take it into consideration to improve our services. Should you have any further comments or suggestions, please feel free to reach out. We're always here to help.
by A traveller
Posted Aug. 17, 2024 on Expedia
Second time staying in this property, it is probably the best in Cancun since I’ve been there 23 times! Although it is a lot more expensive for dinning. Breakfast buffet is 60 dollar per person and a small lunch for 3 ppl is definitely over 100 dollar. It’s very quiet and luxurious so I feel like it is worth it. Will definitely go back
Comment from Hotel Management
Aug. 19, 2024 by Rene Rivera, Hotel Management
Dear Laura.Thank you for sharing your thoughts. We appreciate your feedback and will take it into consideration to improve our services. Should you have any further comments or suggestions, please feel free to reach out. We're always here to help.
by A traveller
Posted Aug. 8, 2024 on Expedia
This was my first time at this hotel. I took two of my kids to enjoy four nights before the school starts. I was looking for a high-quality All-inclusive resort. This hotel is FALSE advertising itself as such. When we arrived, the hotel was almost empty; except of standing around personnel was no one seen around. It was an alarming sign. At the check in they announced that in addition to $450/night I already paid, I need to pay an additional $70/day in the resort fees and no food or drinks were included. I took my kids for a quick, breakfast and was charged $71 for a salad, one chicken wrap and one order of tacos of very low quality. The chicken was dry and pieces of egg in it were disgusting. I came back to the front desk and asked them to refund the money BEFORE I even checked in. They refused to provide any refund. I took a taxi and went to Moon Palace resort where I enjoyed very much. I lost all my money I paid to Kempinski. If I would stay, my vacation would be ruined. I don’t know how they got positive reviews, which tricked me into buying this stay. Maybe those are all fake reviews or possibly the new ownership of the hotel is the reason for the pretty shell with no value to offer.
Comment from Hotel Management
Aug. 13, 2024 by Rene Rivera, Hotel Management
Dear Irena D,Thank you for sharing your feedback regarding your recent experience at Kempinski Hotel Cancún. We genuinely regret to hear that your stay did not meet your expectations and that you faced challenges that impacted your vacation.We sincerely apologize for any confusion regarding our offerings. While we strive to provide detailed information on our website and through our booking channels, it’s clear that there was a miscommunication about our services. Our property operates under a European Plan, where dining and drinks are not included in the standard room rate. The resort fees cover amenities such as [list some of the amenities included, e.g., fitness center access, Wi-Fi, or other services].We are concerned about your remarks on the quality of our dining options and the service at the front desk. We are committed to delivering the highest standards of service and quality, and your feedback is vital in helping us improve. Rest assured, we have shared your comments with our management team to address these issues directly.We hope to have the opportunity to welcome you and your family back in the future, where we can provide you with the luxurious and enjoyable experience you expect from Kempinski Hotel Cancún.Warm regards,
by A traveller
Posted Aug. 7, 2024 on Expedia
Comment from Hotel Management
Sep. 4, 2024 by Rene Rivera, Hotel Management
¡Gracias por tu comentario positivo! Nos alegra saber que tu experiencia con Kempinski Hotel Cancún fue excelente. ¡Esperamos recibirle para más viajes increíbles en el futuro!
by A traveller
Posted Jul. 31, 2024 on Hotels
Comment from Hotel Management
Aug. 3, 2024 by Rene Rivera, Hotel Management
Dear Emmaly,Thank you very much, we hope to see you soon on your next vacation.Regards.
by A traveller
Posted Jul. 27, 2024 on Expedia
Wow i was amazed with property and staff. First time staying at this resort.
Comment from Hotel Management
Jul. 29, 2024 by Rene Rivera, Hotel Management
Dear Pedro,Thank you very much, we hope to see you soon on your next vacations.Regards.
by A traveller from Metepec
Posted Jul. 16, 2024 on Expedia
Is an amazing hotel with a lot heritage and great facilities
Comment from Hotel Management
Jul. 17, 2024 by Rene Rivera, Hotel Management
Dear AlejandroThank you very much, we hope to see you soon on your next vacation.Regards.
by A traveller
Posted Jul. 8, 2024 on Expedia
Best beach. Crystal clear water
Comment from Hotel Management
Jul. 8, 2024 by Rene Rivera, Hotel Management
Dear Arash,Thank you very much, we hope to see you soon on your next vacation.Regards.
by A traveller
Posted Jul. 6, 2024 on Expedia
Comment from Hotel Management
Jul. 8, 2024 by Rene Rivera, Hotel Management
Dear Samir, We are very sorry that your experience with us was not entirely fruitful, we would like to know what you did not enjoy about your experience with us.Let us know, we will be attentive.Greetings.
by A traveller
Posted Jun. 24, 2024 on Expedia
Every thing great hotel , definitely I will stay here again
Comment from Hotel Management
Jun. 28, 2024 by Rene Rivera, Hotel Management
Dear Guest,Thank you very much, we hope to see you soon on your next vacation.Regards.
