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Grand Hotel Cancun managed by Kempinski

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Retorno del Rey 36, Cancun 77500 Mexico
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Traveller (3245)
Room & Suite (664)
Pool & Beach (608)
What is Travellers’ Choice?
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
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What you can expect during your stay
  • Hand sanitiser available to guests & staff
  • Regularly sanitised high-traffic areas
Updated 29/06/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Grand Hotel Cancún managed by Kempinski
Updated 29/06/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#44 of 274 hotels in Cancun
Location
Cleanliness
Service
Value
Travellers' Choice
Escape to one of the premier luxury hotels in Mexico. Our dramatic ocean-view rooms and enticing culinary experiences set our hotel apart from the rest. Grand Hotel Cancun - Managed by Kempinski promises dining experiences that are nuanced with the definitive flavors of Mexico, a spa that adapts ancient Mayan therapies with a modern aesthetic, and the whisper of waves that make their way into your accommodations as a soothing wake-up call. Perfect for couples and families alike, our hotel offers a dream-like escape to another world, determined to leave you breathless.
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Property amenities
Valet parking
Free internet
Pool
Fitness Centre with Gym / Workout Room
Bar / lounge
Beach
Diving
Babysitting
Paid private parking on-site
Wifi
Paid wifi
Hot bath
Outdoor pool
Heated pool
Fitness / spa changing rooms
Fitness classes
Personal trainer
Sauna
Restaurant
Breakfast available
Breakfast buffet
Poolside bar
Tennis court
Entertainment staff
Children Activities (Kid / Family Friendly)
Kids club
Car hire
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Steam room
24-hour security
Baggage storage
Concierge
Currency exchange
Non-smoking hotel
Shops
Sun loungers / beach chairs
Sun umbrellas
ATM on site
Butler service
Doorperson
24-hour front desk
Dry cleaning
Laundry service
Ironing service
Shoeshine
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Room features
Allergy-free room
Private beach
Additional bathroom
Housekeeping
Private balcony
Room service
Flatscreen TV
On-demand films
Safe
Iron
Wake-up service / alarm clock
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Room types
Ocean view
Bridal suite
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
HOTEL STYLE
Luxury
Business
Languages Spoken
Spanish

Location

Full view
85Good for walkers
Grade: 85 out of 100
27Restaurantswithin 0.5 km
2Attractionswithin 0.5 km
3894Reviews241Q+A100Room tips
Traveller rating
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  • 548
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Most Recent
blossom wrote a review 13 Sep
Orange County, California10386 contributions331 helpful votes
We spent a too short 2 nights on the club level here during our Riviera Maya vacation, and wished we'd just spent our whole time here. We were met with Chandon champagne as we stepped off the elevator, and everything about our stay was perfect from that moment on. The club level has several different food services during the day: breakfast, lunch, dinner hors d'oeuvres and cocktails. Each service offered delicious and delectable bites, and the quantity of the offerings was extremely generous, given the very few guests, the time of year and changeover of management from a Ritz Carlton to a Kempinski hotel. I believe the Kempinski management will elevate the guest experience. We enjoyed speaking with the new manager, who informed us of the upgrades and maintenance Kempinski will be taking on. We were also glad to see some familiar faces we loved before from the old Ritz, like Caesar the bellman, and Angel at the club desk. Part of the hotel is closed at the moment (about half the rooms) as they work and the restaurant Fantino is currently closed. Glad the tradition of the old Ritz Cancun will survive, and it's in good hands with the Kempinski brand!
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Date of stay: September 2022
Value
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
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Response from Aref Sayegh, Director General at Grand Hotel Cancún managed by Kempinski
Responded 1 week ago
Dear 00blossom, It was a pleasure having you with us. I am so thrilled that your Riviera Maya vacation ended in our resort. It is refreshing and frankly wonderful to hear that our colleagues like Angel, Cesar, and others were able to fulfill your expectations. I am happy that you were able to experience some of the changes on the club level that we already put in place. Looking forward to welcoming you back to your new destination when you travel to Cancun. Sincerely, Aref Sayegh General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Elizabeth Anne wrote a review 13 Sep
Bend, Oregon71 contributions47 helpful votes
My family fell in love with the unparalleled service, comfort, and luxury the Ritz Carlton Cancun Club Level offered on our first visit in 2017. We haven't been able to visit for a few years due to the pandemic and other life circumstances, so we were thrilled when 6 months ago, we were able to book a short stay at the Ritz Club Level for this Sept 2022. About a month before our arrival we learned that the Ritz would cease being a "Ritz Carlton" under Marriott's management effective August 31st. We were nervous to hear that and were worried we'd show up for our stay without the familiar faces and delicious club offerings, so after much hemming and hawing, we ultimately canceled our reservation. However, once we arrived in Mexico and were on the 3rd day of our trip, we found ourselves really wishing we had kept our reservation, and in VERY last-minute fashion, we ended up booking the Grand Hotel Kempinski for the last 2 nights of our stay -- we pulled up to the Grand Hotel Cancun's lobby about 2 hours after our reservation was made online. You would have thought they knew we'd be coming all along! There was an army of smiling staff there to warmly greet us and after a quick & pleasant club level check-in, complete with a glass of champagne, our rooms were ready, and the relaxation that only the club level can offer began. It was fantastic to see our favorite Belman Cesar, who is just as dedicated to offering excellent service as he's always been. Angel and Franco were also present at the club-level reception and we saw many, many other friendly and familiar faces. I am happy to report the Club Level remains top tier. They continue to present plentiful breakfast, lunch, tea time, and dinner offerings, all of which are delicious and high quality. They even had an omelet station in the morning and a talented mixologist in the evenings. The margaritas at the club level also continue to be the best margaritas I have ever had. No fake mixer here, not too sweet, not too tart, they're the real deal. They offer three options when ordering: smooth (Blanco tequila), medium (reposado), and strong (añejo). We also highly value and appreciate the care Kempinski continues to take in maintaining the serene, calm ambiance of the Club Level. I am writing this review as an assurance to anyone who may be conflicted about booking the Grand Hotel Cancun; it remains as fabulous as ever and I believe the new management is only going to ensure it keeps getting better. It is abundantly clear they are approaching this undertaking with great care as Kempinksi management was ever-present and dutifully checking in with patrons. I'm already planning a way to come back but for a longer stay next time! Lastly, as we all know sargassum is unpredictable, but the ocean in the hotel zone was mostly clear and that gorgeous Caribbean blue you hope to see while in Cancun, which was a total 180 from the beach in Puerto Morelos which was dark brown, murky and wholly unswimmable. Thank you to everyone at Grand Hotel Cancun, we cannot wait to visit again.
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Date of stay: September 2022
Value
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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Response from Aref Sayegh, Director General at Grand Hotel Cancún managed by Kempinski
Responded 1 week ago
Dear sogolden, We are so happy that you decided to come to your favorite hotel after such a long break. All the Colleagues allowed me to join them in this amazing journey and are always thrilled to welcome back guests like you. Their dedication and passion all these years in serving their guests has been legendary. Each one of the guests I have talked to are thrilled to all familiar faces. I am also very pleased that you liked on the club level our morning live cooking chef crafting your own omelet or the mixologist shaking your favorite drink. It is again a pleasure that you were able to experience a beautiful performance from all of us and looking forward to your visit again. Sincerely, Aref Sayegh General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Flyby0161 wrote a review 12 Sep
Hallandale Beach, Florida1362 contributions513 helpful votes
This is a fabulous hotel with great staff. Everyone understands customer service and hospitality. The hotel is going through some sessional renovations, clean, fresh, fabulous views, beach and pools without all sketchy crowds and loud music skunk odors.
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Date of stay: August 2022Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
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Response from Aref Sayegh, Director General at Grand Hotel Cancún managed by Kempinski
Responded 1 week ago
Dear Flyby0161, It is with great pleasure that I read your review and am thrilled that our Colleagues were taking good care of your well being while in our property. I am also delighted that you were able to see the updates we have started while ensuring a minimum disturbance. Looking forward to welcoming you back in our hotel. Sincerely, Aref Sayegh General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Abreya wrote a review 9 Sep
1 contribution5 helpful votes
On Saturday, June 18th 2022, I was attacked by a Doberman on the beach at the former Ritz Carlton Cancun now known as Grand Hotel by Kempinksi and the property has done NOTHING about it. Per The Ritz Carlton‘s website, it states that dogs are not allowed at the property. The hotel manager & property employees told my family and I that the beach is public and that animals are allowed. However, when the police arrived at the scene of the attack, the officers informed us that animals are not allowed on the beach. After the attack it took the hotel Dr. over an hour to get to the resort to treat my wounds. When he finally arrived, the RC manager Migdalia and security let the owner of the dog (who was not a guest at the hotel) and his girlfriend come into the resort while I was being examined by the doctor which made me very uncomfortable. Additionally, the Mexican police wanted me to sign a statement that they wrote in Spanish and refused to give me a copy of the report, so I refused to sign it. On Sunday the 19th I had to get a RABIES shot at the Galenia hospital and additional rabies treatment back in the united states since the shot I received was unrecognizable. Per the hotel doctors orders, I could not get back in the ocean, I had to take an antibiotic to reduce the chance of infection and clean my wounds 3x a day, not including the pain and suffering I had to deal with daily. This traumatic experience completely overshadows the nice employees we encountered and ruined our entire trip. The hotel initially offered us NOTHING after the attack, then offered to refund half of our stay, which we declined. When we made it back to the U.S. they agreed to cover our entire stay only after forcing us to sign a liability waiver. My family and I agreed to sign the waiver and mail it back to the hotel so that we can put this nightmare behind us. It has been MONTHS and we still haven’t received our reimbursement from the Ritz Carlton nor a gesture from the new management to make us feel whole. We are simply left with thousands of dollars in medical bills and trauma. This property doesn’t value their guests, they are liars and NO ONE should have to go through what my family and I are experiencing. Please be aware of the dogs on the beach for the sake of you and your family. I don’t wish this pain on anyone. I DO NOT RECOMMEND this property whatsoever. The two employees that were amazing during this horrendous time were Edgar at the beach and Angeles at the Spa. Otherwise, save your time and money.
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Date of stay: June 2022
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
5 Helpful votes
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Nat S wrote a review Aug 2022
Chicago, Illinois3 contributions2 helpful votes
Avoid this place if you’re an experienced traveler who enjoys higher end services. If you’re okay with paying extra for a motel level service (no offense) this place is for you. Front desk does not share the benefits I was offered as a Amex Platinum member upfront. Other hotels did even during COVID. They usually prepare a letter for the customer and walk you through at check in. At RC Cancun, they were unclear and rush you to fill out the form and charge you later. Transparency is important. Valet person recommended me a tour when I was about to leave for Cenote Ik Kil. I read the reviews of that tour and it looked like it’s a rip off. Dinner at Casitas was mediocre. Seeing many outdated plastic beach chairs scattered around and kid’s toys in front of my cabana was not something I expected at my birthday dinner. Also the sever kept asking me if I wanted another drink when my glass was more than half full which made me uncomfortable. I just booked a trip to Mexico City since Mexico is a beautiful country, but made sure I booked a different hotel.
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Date of stay: August 2022Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
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Response from The Ritz-Carlton Cancun, Ventas at Grand Hotel Cancún managed by Kempinski
Responded 4 weeks ago
We truly appreciate the time that you have taken to write about your recent experience at the resort. We take pride in providing exceptional customer service and facilities for our guests and learning that your overall visit did not meet your expectations is disappointing.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
tappyt wrote a review Aug 2022
Sarasota, Florida141 contributions107 helpful votes
This is the first time I ever wrote a review without visiting the property. But I was there years ago, it was wonderful, and we had a return trip planned. Some problems developed and I required some help from a hotel executive. The help came from Mr. Fernando Castro, Front Office Manager. He was extremely polite, professional and efficient and granted our request in such a way that we can’t wait to visit the hotel. He exemplifies what fine customer service is all about. I thank him here, personally - and suggest that with people such as Mr. Castro managing the hotel, your stay will be excellent.
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Date of stay: August 2022Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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Love the beach wrote a review Aug 2022
2 contributions2 helpful votes
Wow! This place is amazing. I’ve never experienced service like that before. They go over and beyond to serve you and truly pamper you. The pool is perfect, the food is amazing, and the property is beautiful. This is a hotel you want to go to for sure!
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Date of stay: August 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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Guide618773 wrote a review Aug 2022
1 contribution2 helpful votes
I was incredible saddened to hear this hotel will no longer be associated with the Ritz Carlton name. The exemplary level of service at this location should be the model for all hotels everywhere. We have been to many Ritz Carlton's and have received wonderful service, but this property by far blew us away. Beginning with our airport pickup, Faustino was courteous and provided tips on local restaurants and sights to see. Our check in experience was easy and delightful with Cesar (doorman), Fernando (check in), and Raphael (bellman). Wilber, Jonathan, Karla, Gabriel and Aziel made our decision to upgrade to the club level 1000% worth it. The beach and pool staff (Rangel, Reinaldo, Jorge, Claudia, Pablo and Servando) made sure we were well taken care of. Considering having to work in the Mexico heat, they delivered service with a smile and the BEST attitude. Ruben the Guest Relations Manager recommended a fabulous and fun off property restaurant option (La Buena Barra is a MUST!) and gave us very helpful information on tours we were interested in. Martha provided our daily turn down and I am glad we had the opportunity to speak with her - she was so pleasant and left little extras that were special. The service here is so spectacular that Michele who sat us for lunch on arrival to the hotel, not only remembered us when we came to dinner at a different on property restaurant, she also remembered I had a food allergy! Pretty impressive considering the number of people the hotel staff see on a daily basis. Food, drinks, EVERYTHING at this property was on point. I honestly believe the attentive and personal service by everyone we had the pleasure to come into contact with made our experience here one of the absolute best.
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Date of stay: July 2022
Rooms
Cleanliness
Service
Room Tip: Club level is worth every penny!
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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TCSEsq wrote a review Aug 2022
Atlanta, Georgia4 contributions4 helpful votes
This was the second time we visited this resort, and it DEFINITELY won’t be the last! Everything was AMAZING! Before we arrived, the concierge assisted us with transfers to and from the resort, and our driver (I think his name was Ivan) was so incredibly pleasant. The front desk staff was warm and inviting. Our room was clean and beautiful. The concierge provided great restaurant and tour recommendations. The breakfast buffet was delicious and filling (Alejandro greeted us by name EVERYDAY). The pool staff, especially Javier, were incredibly attentive. The only issue, and this was not something the hotel could have changed, was the seaweed on the beach. Apparently, this is seaweed season, so all of the beaches have seaweed, but the staff at the beach did everything they could to us comfortable. We just returned home, and I couldn’t wait to write this review! For my family, this trip was worth EVERY PENNY!! Definitely planning to visit (for a 3rd time) very soon!!
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Date of stay: August 2022Trip type: Travelled with family
Room Tip: Reach out to the concierge staff before your trip to assist with transfers. They also sent us...
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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vimatravel wrote a review Aug 2022
NYC188 contributions164 helpful votes
It was 28 years ago when we had our first visit to this property and 50 visits later , about 700 nights on property , it saddens me to know the property has been sold. . I hope the new proprietor does it justice. We have many wonderful memories.
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Date of stay: August 2022
Location
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
3 Helpful votes
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PRICE RANGE
US$466 - US$682 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
ritz-carlton cancun hotel cancun, cancun ritz carlton, ritz cancun
FORMERLY KNOWN AS
The Ritz-Carlton, Cancun
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
363
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Frequently Asked Questions about Grand Hotel Cancún managed by Kempinski
Which popular attractions are close to Grand Hotel Cancún managed by Kempinski?
Nearby attractions include H Roof (0.2 km) and Playa Ballenas (0.4 km).
What are some of the property amenities at Grand Hotel Cancún managed by Kempinski?
Some of the more popular amenities offered include a pool, an on-site restaurant, and a lounge.
What food & drink options are available at Grand Hotel Cancún managed by Kempinski?
Guests can enjoy an on-site restaurant, a lounge, and a poolside bar during their stay.
Is parking available at Grand Hotel Cancún managed by Kempinski?
Yes, paid private parking on-site and valet parking are available to guests.
What are some restaurants close to Grand Hotel Cancún managed by Kempinski?
Conveniently located restaurants include Harry’s - Cancun, Porfirio's Cancún, and Fantino.
Are there opportunities to exercise at Grand Hotel Cancún managed by Kempinski?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Are any cleaning services offered at Grand Hotel Cancún managed by Kempinski?
Yes, dry cleaning and laundry service are offered to guests.
Does Grand Hotel Cancún managed by Kempinski offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Are there any historical sites close to Grand Hotel Cancún managed by Kempinski?
Many travellers enjoy visiting Zona Arqueologica El Rey (2.3 km) and Scorpion’s Temple (2.1 km).
Does Grand Hotel Cancún managed by Kempinski have any great views?
Yes, guests often enjoy the harbour view available here.
Is Grand Hotel Cancún managed by Kempinski accessible?
Yes, it offers wheelchair access and facilities for disabled guests. For specific enquiries, we recommend calling ahead to confirm.