Staff

Poor management of resources!

Everything

Nothing

I know this is a cliche but if I could give zero stars I would. First of all the descriptions of the rooms are completely false. When I arrived and shown my room I informed the front desk there was a mistake because this was not the room I booked. I showed them the description on my booking, my confirmation email and what was still up on the website. They said that the ‘name’ of the room matched. I said the description is completely different and they gave me the concierge equivalent of ‘sucks to be you’. They made no effort to fix the issue or componsate me. Zero. I was not able to move to the room I booked or any other room without paying triple the price. No offer of discount or compensation was made to make up for their mistake. It felt like a scam. They said they would need to contact booking and then stood there and stared at me. They said reservations was closed and the manger was asleep. I contacted booking who did reach out to the front desk. The managers on duty basically told them ‘tough’. Booking offered me a small credit which honestly isn’t satisfactory but at least it’s something. At least they made a gesture. The staff at kampinski made no such gesture. They had the surley attitude of people who know they are scamming you and get offended when you call them out on it. The actual facilities were fine. If you’re looking for 5 star prices at a 3 star (at best) hotel then this is your place. The hotel feels stuffy and pretentious despite a level of service that is lackluster. The food is fine and spa is nice but small. The actual beach is gorgeous but the lounge chair mafia is in full effect. Everything is mysteriously reserved until you bribe someone. I made the best of a bad situation but I would never return to this place or any other that is managed by the same group.

Localização; estacionamento sem custo; café da manhã; quadra de tênis; academia para workout;

Restaurantes muito formais; iluminação do quarto;

Staff were exceptional

Over priced, $37 for a glass of wine (tasted like vinegar) swimming pools cold & dirty, hot tub jets were not working and damaged. The pool facilities are far below the expectations of a 5 star resort, the JW Marriott is able to take care of their pools therefore the Kempinski should be able to.

Nothing special just over priced

Not a lot to do one or two nights are enough if you must visit

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

Beautiful resort! Absolutely clean and perfectly serviced! You come to Cancun for a reason and the Kempinski is definitely one of the Top Hotels on the strip.

One could tell that the Hotel was mainly addressing USA Customers… the type and then style of food served, for example.