The St Regis Kanai Resort Riviera Maya

Customer Ratings & Reviews

TripAdvisor Traveler Rating

154 reviews

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  SKIP until issues are resolved & quality of service improves

  St Regis Riviera Maya doesn’t live up to St Regis standards. Pros: hotel is new, property is beautiful Cons: service leaves MUCH to be desired, not much by way of authentic Mexican cuisine offered Suggested alternative: St Regis Punta Mita or Las Ventanas Cabo San Lucas Details: - pool staff offered the best service across the resort - adult pool bar offered the best food across all resort options Background: - I spend 100+ nights at hotels around the world yearly. This property fell WAY short for the price. Service makes or breaks a stay - and this was no where near up to St Regis standards. If you’re weighing the value of your dollar relative to the quality of the experience - this is a hard pass. Suggest one of the alternatives noted above.

  Apr 18, 2025
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  Amazing place! Enjoyment to the max!

  Went with my family (wife and baby) for the whole week this easter. Had an amazing time since our arrival. The hotel is new and it is amazing in every way. You get a personal butler which is nice.... Restaurants Toro and Duryeas were amazing!!!! Definitely the burger and stonecrabs at Duryeas were the hit. Rooms are very spacious and nice. We had a suite with a plunge pool on the first floor which was nice! Riviera which is the pool area and restaurants were always top notch. I spent my birthday there and was treated with a cabana and great service. I would definitely recomment this place for couples and families, the kids club made it easy for us to have activities with an 18 month old. I would suggest to the hotel a couple of things: - more food options in the minibar (got hungry every afternoon and couldnt find something already in the room besides 3 bags of veggie chips) - pillows are too full and too hard. Maybe have more options. We tried both options and didn't find one that I liked. - check-out day is as important as the arrival. I wasnt granted late check out in the suite, just the connecting room which was ok. My baby was napping there so I asked if I could shower in the spa. I got an answer that it was only available at 1 and 1:30pm which didnt work for me. I came to find out that there were changing rooms and showers at Riviera (pool)... I wouldve been fine if I got offered that, but I just got a bunch of no's on my day or departure. Anyhow, got a shower before leaving and everything went well. - some waiters are too on top of you, I like my space and would appreciate not being asked 20 times if Im ok. Also, the lifeguard Ismael made it very difficult to have quiet time at the beach. He was very nice and very very friendly but it was too much.... I didnt know what to say to not be chased by him and dragged to a conversation of several minutes. Definitely personal space and privacy need to be reviewed by the hotel. Awesome place and awesome service, keep getting better and better! will come back!

  Apr 17, 2025
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  Best resort in Cancun area

  We stayed three nights at The Edition and two nights at the St. Regis. I’ll put my review of The Edition on their page, but both were absolutely fantastic experiences. The properties are about 35 minutes from the airport, but it is a straight shot and wasn’t a bad commute. The resort is secluded and very safe. The resort is amazing for adults and families with children. There is an adults only pool/beach club. The kids club and kids amenities like the beach toys were awesome additions. The room was fabulous and clean, and we were grateful for a room with a private plunge pool. We enjoyed all of the restaurants on property. The staff were out of this world - warm, welcoming, high attention to detail, attentive and responsive. Truly sets this place apart. This was by far the best place we have ever stayed in Cancun area. We will definitely be back! A few shout outs to the attentive and welcoming staff: Marcos at the pool Ana our amazing butler Javier - water sports

  Apr 17, 2025
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  Don't expect to get what you paid for

  My family & I came here for a one week stay, Tuesday - Tuesday, we were a group of 10 people with 3 different rooms. We had a number of issues during our stay with all of our rooms, mainly with the cleanliness of the rooms (all 3 rooms had a mildew smell when we checked in) I stressed at check in we have many allergies so these room need to be deep cleaned and the front desk staff confirmed they will be but as the week progressed more issues came about proving they did not deep clean and they were not just small instances. We were patient in getting help from the staff with these issues day after day. On our final night, I go to my sister's room to meet them for dinner. I sit on their bed that was made like housekeeping fixed it and there are pieces of broken glass all over the bed. I was distraught as I could have easily cut my arm open if I sat 2 inches to the left. I asked my sister and her partner if they broke a glass in the room. They both were in the bathroom getting ready and they said no, we came from the beach and only have been in the bathroom / closet getting ready. So obviously this is very worrisome. As I'm investigating I see more broken glass pieces on the floor on both sides of the bed & under the bench in front of the bed. We report it to the staff, they respond saying they don't know how this happened, offering no solution. We ask them if someone can come reclean the room and clean up the glass (why should we even have to ask this?) They came about 40 mins later to change the sheets, I stayed in the room to make sure everything was changed properly and cleaned bc at this point we have lost trust in the housekeeping /management. We ask the management to keep us posted on the situation and want to know where the glass came from since it wasn't from us. We wait and wait no response from management even as we keep following up. On our checkout day I go to the front desk to speak to management again as we still haven't gotten an answer & I'm told management isn't available. I ask when will they be available as we are in the process of checking out, then magically a manager named Emmy appears. (when I was told management wasn't available a minute ago?) She is telling me they are still investigating and don't have an answer for us, it's been over 24 hours at this point with no solution/answer. Then another 2 managers appeared, Mathias and someone else who didn't speak at all, even when I asked for his name/position. All in all the General Management, Mathias M. does not take accountability for the staff's faults nor has any empathy about the situation. I am appalled at how these managers (Emmy, Mathias) and the other gentleman who was there but didn't tell me his name treated us at checkout. They were insinuating that this broken glass must have come from us as they asked us well who had access to your room? Shouldn't the hotel management have that information? While they have yet to even ask the housekeeper about the situation who cleaned the room that day. Emmy also lied to me about a convo she had with my sister the night before and also was incorrect about a number of other things, not only did she not apologize but just told me they are looking into it again. We felt so disrespected after spending a week at this hotel & dining at all the onsite restaurants / using the spa/ room service & beyond. We spent a great sum of money and gave them all this revenue only to be treated like this is a Motel. I am obviously beyond frustrated as this is a St Regis, we stay at luxury hotels for the accommodations and top notch service & comfort, but at this location this is not the case. We came to have a relaxing beach vacation with our loved ones and came home more stressed than when we left. Shame on you St Regis / Marriott, due better or lower your prices to match the bad service you are giving to your week long guests.

  Apr 10, 2025
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  Beautiful hotel with excellent service

  Highly recommended; the location and views are stunning, the hotel is well appointed, and the service is exceptional. Easy access to the beach and pool, and multiple dining options at the St. Regis or at one of the two neighboring hotels in the same master property.

  Apr 06, 2025