Renaissance Cancun Resort & Marina

We were at a horrible hotel Sensa Artisan Boutique Hotel in Playa Del Carmen so we ventured into Cancun since it was my husbands birthday and had a wonderful dinner at the restaurant in the hotel. Drinks by the pool… so we decided to stay the night. Everything was fabulous. Clean, nicely decorated, music was great, staff was amazing. Great food. The Beach Club was nice.

This resort went above and beyond my expectations. It was wonderful, but what made it at the highest level were the team members at the resort. I came to the resort for the purpose of health and wellness in Puerto Cancun. I was not expecting a resort to have all of the amenities and services I needed for my extended stay. They went above and beyond to meet my needs. My biggest fear was coming alone and wondering if something happened like not feeling well or over-exerting myself, how would I manage? The answer is this resort specializes in helping their guests with any expectations or goals that they have. They rise to the occasion and make you feel like anything is possible! From the most complex things to simple things, my journey was successful thanks to the amazing team members at this resort who did anything and everything to support me during my extended stay. As for the resort itself, I enjoyed my room, balcony, and the view. I liked having free access to the Beach Club and the complimentary transportation to and from. I loved the husband and wife duo who sang fun songs every Saturday night in the lobby. There was also an amazing violin player who played music during breakfast that was very enjoyable. The resort and the team members took holidays serious and included the guests with their traditions. I enjoyed the homemade hot chocolate and the pastry they put in the lobby where guests would cut a piece of the pastry to see if they found the hidden baby Jesus, how fun! It was nice that the resort was attached to the mall so that if I needed a hair appointment, wanted to buy clothes, needed to go to a restaurant or to the movies, the mall had everything. It was a nice way to occupy my time outside of doing all the things I did for my health. In the end, the best restaurant and service was at Kaajal so that made it very convenient for me! INGRID THE NAVIGATOR She was like a celebrity concierge, personal assistant and resort team member all rolled into one! She is a multi-tasking queen, who took care of things seamlessly and no request was too big or too small. For instance, my birthday occurred during my stay and Ingrid took the initiative to get to know me and then surprise me on my birthday with a Tres Leches birthday platter with an Ohio State sugar decoration and chocolate dipped strawberries with a “Happy Birthday” edible sign. It was extremely unique, unexpected, well done and the presentation was amazing! She came up with this birthday surprise when she found a way to put the Ohio State game on the big screen for me through the satellite/cable in Zek Bar. It was impressive that she found a way to make my birthday special with the birthday surprise and the game for me to watch, which was exactly what I wanted to do on my birthday and she made it happen! She then caught me off-guard when I entered my room. She had a “Happy Birthday” sign on the headboard and balloons throughout my guest room. She made appointments for me. She coordinated my housekeeping to coincide with what was most convenient for me. She checked in with me morning, throughout the day, at night and even when she was not on the property to make sure I was doing okay, hadn’t over-exerted myself, was feeling well and even checking in to make sure I wasn’t lonely. I never felt like I was alone thanks to Ingrid! Ingrid’s hospitality was off the charts when I had to switch rooms to accommodate my sister visiting right before Christmas. My sister and I entered the room and it was like a winter wonderland! Ingrid and team member Camila decorated my room for the Christmas holidays. She decorated the loveliest tabletop Christmas tree with ribbon, red ornaments, Christmas-themed ceramic ornaments and a snowflake tree topper. She draped holiday greenery, garland and hung candy cane decorations to make my entire room festive. She made a personalized hand-made card for me and left some lovely chocolates. My sister and I were so impressed with her creativity and making my room so welcoming, appealing and festive! To celebrate my sister’s birthday, Ingrid sent up a Tres Leches birthday platter and had room service deliver it to surprise her. She loved it and thought it was the nicest gesture! During one of my pivotal weeks where I was doing a lot of rigorous things, Ingrid and Frank, the Food and Beverage Manager, sensed I needed cheering up. So they sent me a dessert cake plate that was decorated with musical notes, butterflies, hearts and it was the coolest music-themed presentation. CHEF ANGEL AND CHEF IRIANI They were the two people who created all three, fancy dessert plates during my stay. They are very talented and their creations brought me so much joy! They not only were impressive, they also tasted amazing. MONSERRAT THE NAVIGATOR She was so helpful, ready to please and would do anything to make my stay more comfortable and help me with any task I requested. She coordinated housekeeping and things that I needed timed for my convenience. She wrote three thank you cards in Spanish to three people I wanted to thank and she translated my words and wrote them for me to give to people who only understood Spanish. She took a lot of time with me and was very patient and did what I asked her to do with a smile. She was always willing to jump in any time that I needed her, and she helped me with many other things throughout my stay at my request. I could always count on her! NEFERTARI AND ELMER AT THE FRONT DESK Nefertari would check with me daily and speak to me at length to see how I was feeling and if I needed anything. She was extremely caring, helpful and would continue to touch base with me throughout the day, into the evening and at night. She cared about my well-being and was so genuine in her concern. She made sure I had everything in my room that I needed. She also coordinated housekeeping and anything that I needed timed at a certain point. She was great at multi-tasking and taking care of many things all at once. Elmer was always friendly and made sure I had what I needed. He was always willing to help and take care of any requests that I had. I enjoyed talking to him during my stay. ALEJANDRO AND MONSERRAT, HOSTS AT KAAJAL These two were hard-working hosts at the restaurant. They were always friendly, helpful and seated me according to my requests. They always made me feel welcomed and took care of me. IVAN CABALLERO AND FERNANDO GOMEZ RIVERA, KAAJAL SERVERS Ivan was personality plus. He was so engaging, fun to talk to and always wanted to learn new English words, spellings and definitions. It was nice to see how eager he was to expand his English vocabulary. He always took the time to get my specialized order correct and deliver it with a smile. He made eating breakfast at Kaajal fun! Fernando always asked me how I was doing and inquired about my life and interests. He made dining enjoyable. He took the time to get my orders exactly how I wanted. He checked on me often and made sure everything was to my satisfaction and that I was doing okay during my stay. KAAJAL SERVERS: OCTAVIO LEON, KEYVY GEOVANY, ROGELIO HERNANDEZ, CLAUDIO ALFONSO, RICARDO ROSS AND NOE DIAZ All of these servers did a great job and were friendly and helpful whenever I dined at the restaurant. EMILY, CESAR, AND GABRIELA, KAAJAL SUPERVISORS/ROOM SERVICE Emily, Cesar, and Gabriela were caring, kind and hard-working supervisors who also delivered room service food when needed. All three of them were kind enough to tailor my breakfast orders and make substitutions according to my strict diet. With their help, I really was able to manage eating properly. They took the time to talk to me, get to know me and help me. It was always a nice surprise when I ordered room service and they were the ones delivering it! AMISAEL AND FAUSTINO AT ZEK BAR Amisael and Faustino were always helpful with anything I needed at Zek Bar and I enjoyed celebrating my birthday and eating my birthday dessert plate and watching the Ohio State game at Zek Bar. VICTOR MEDINA AND ANGEL, KAAJAL ROOM SERVICE Victor delivered the majority of my room service orders. He always made sure the order was correct when he delivered it down to the smallest detail. He always double checked my order and never forgot anything. He made sure I had everything and even when I had a specific request, he always delivered my order perfectly. I appreciated his friendliness, delivering with a smile and his attention to detail. Angel always did a great job with my room service deliveries. Something that was a nice surprise about room service at this resort was that THERE IS NO ROOM SERVICE FEE/DELIVERY FEE CHARGED! I’ve never seen this at any hotel or resort I have been to in the past. I benefited from having food brought to my room so I was happy to tip very generously for this service and they deserved it! ELIAS, NELSON, MOISES, RUBEN, JORGE, AND GILBERTO, BELLMEN All of these guys did a fantastic job with my luggage on numerous occasions. They also helped with my transportation when I was leaving the resort and welcoming me back when I returned. They also drove me to the Beach Club, got me there safely and picked me up when it was time to return to the resort. I could always count on them! GABRIELA HERNANDEZ AND AXEL ZAMBRANO, ROOM RESERVATIONS Both of them were extremely helpful in booking my reservations and were kind enough to upgrade my room to the Marina View for my extended stay. They were always diligent in answering my emails and responding to me. HOUSEKEEPING DEPARTMENT All the team members made sure my room was cleaned and sanitized each and every day and that was very important to me since I take my health very seriously. Housekeeping was also very flexible in making sure cleaning my room was according to my schedule and convenience and that was very nice of them. FRANK ALCARAZ, FOOD AND BEVERAGE MANAGER FRANK WAS AWESOME! He showed me the highest level of care, concern and grace. He was empathetic about my strict diet and accommodated me with all my special food requests. He took the time to speak with me, to get to know me and listen to me when I was dining. He was so kind to personalize and individualize my food requests. He and Ingrid were the masterminds of the dessert plates I received throughout my stay and that was a really nice touch! They always seemed to know the right time to surprise me with one. Because of how hard-working Frank was, Kaajal and Room Service worked very smoothly. I witnessed Frank always working hard throughout my stay to be a great leader to all the team members at Kaajal, Zek Bar and room service and, therefore, all three of these ran very smoothly under his direction. Frank did the nicest thing for me during my stay, gathering team members one evening from all the different departments that I came across during my extended stay to take a picture of me with them and that picture was then framed and presented to me on my last day at the resort in a lovely gift bag. He was also so generous and kind with another gift he gave me on my last day, which was a crocheted doll, the Virgin of Guadalupe, which in Mexico is very special because she performs miracles and is the mother of Jesus. Who does that? Frank did! What a nice, generous guy! I was really touched with his very thoughtful gift! On my last day, the Renaissance Cancun Resort gave me a send-off I will NEVER forget! They gathered dozens of team members to surprise me. Everyone gathered in a circle to say their goodbyes and wish me well. That’s when they presented me with the framed picture of me and the team members, the crocheted doll that Frank gave me, a Renaissance journal book to write in, cookies, two hand-written cards from Ingrid and Monserrat, a water bottle and a lovely letter with an uplifting message from the Food and Beverage team that was signed by Frank, Gabriela, Cesar, Emily, Amisael, Monse, Ivan, Victor, Alejandro, and Jesus. I have displayed year round at home all of the items that the resort gave me throughout my stay, including all the holiday decorations and birthday gifts Ingrid gave me. These items are the nicest reminders of all the team members and all the time I spent with them at the resort! The icing on the cake was the person who led all of the team members out into the lobby for my memorable send-off. That would be the General Manager of the resort, Iliana Cortes! She took time out of her busy schedule to speak with me and be a part of my emotional send-off. It really made me feel special and cared for that all these people came together for me and wished me well moving forward. I was really touched, and in all of my travels all over the world, no resort or hotel has ever done anything like this for me. I WILL NEVER FORGET IT!

This property far exceeded our expectations. We booked this as a one night stay at the end of our vacation on Isla Mujeres since we had an early morning flight and needed to be closer to the Cancun airport. I wish we would have had more time here. We arrived around 11am and spent the day here and in the area. Service was outstanding. The property and room were beautifully appointed. We were upgraded to a corner suite and it was truly a luxurious experience. The marina had a host of options for dining and shopping. Incredible stay. While I am typically only in Cancun for a night before or after heading to Playa or Isla whatever time I have in Cancun in the future will be at this property.