TripAdvisor traveler ratingbased on
LocationCancun - Beach
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General policies & fine print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
A price may display when children stay free, if your vacation includes transfer to your hotel.
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
Great experience showing us the turtles. They were so cute!!! It was amazing to see how they protect their turtles loved it best thing at night to experience if possible Thank you ** Great experience with Miguel angel - security
Phots are not matching the real hotel!
The photos are not matching the actual hotel. There is stated to be an infinity pool for example. We really wanted to just enjoy 4 days at the pool and relax, therefore we choose this hotel, but that pool wasn’t there... only a pool with a lot of kids, not infinity, not even more then 1 meter deep. When we went to the reception an hour after checking in to say this wasn’t what we expected and we want to check out or any other acceptable solution, they told us they don’t give refunds! They basically offered us no solution to the problem!! For someone like me working in the hospitality industry myself this is completely unacceptable, and a disgrace for the entire hotel industry. I came to Cancun to spend my valuable time and money and they only give about their revenues, not the guests experience. Really disappointed
Monumentally Accomodating!! Very clean!!!!
Every day I was amazed at how well the staff made our stay so wonderful and insured our safety. My wife and I arrived the day the resort reopened and were truly awestruck by the beauty and cleanliness of the entire place. From top to bottom staff made every effort to keep the place sanitized and safe. Their efforts were far superior to what I have seen in they USA. From wearing masks AND shields to having to step into disinfectant upon entry to any area, the resort was clearly on top of it. The was also a seal on our room door to guarantee no one had entered our room after cleaning. Since there was few guests upon reopening the resort only opened two restaurants.This makes perfect sense At first I thought this was going to be a negative but I later found out the lunch menu changed every day. Also,our server Luis went the extra mile every night to locate some special, off the menu dinners, to accommodate us. THANK YOU LUIS!! He turned a negative into a positive. We enjoyed his company and his genuinely friendly personality. He made every dinner special. AND the food is AMAZING!! A nice variety that should please any pallet. It was sea turtle nesting season while we were there. This particularly tickled my wife’s interest. Jesus at the lobby desk made a special call to security and arranged for my wife and I to come observe these turtles nest and lay their eggs. She then went hands on and assisted security physically move the eggs from their nest to a safe nesting area away from humans. Truly a bucket list moment for my wife and I. Thank you so much JESUS!! Another example of the staff going the extra mile to make our stay special and unique. Also a special shout out to Maria and Georgianna at the spa. Their massages were so good,we went twice! I would definitely consider returning to Panama Jacks! Thank you!
Great time during this crazy COVID mess
We were the first guest to arrive following the closure due to COVID. We arrived to an amazing greeting by all the resort staff. This was our second visit to PJ Cancun. We noticed right away the care they took to keep us and employees safe. They even have sanitation stations for our shoes, which I have never seen in the states. Gabriela took great care of us arranging transportation and other services. Due to 30% occupancy they only had one restaurant open for breakfast/lunch and another for dinner. They food was great as usual and we took advantage of in suite dining for breakfast several days. Viaggo was the spot for dinner and it did not disappoint. Fily, Luis and Guardado took great care of us. They made us feel special as I am sure they do with all guests. The food was fabulous there. It was great to have Ruby taking care of us on the beach again this trip. A special thanks to Daniel Sanchez! He is awesome! No matter where we were, beach or pool, he always seemed to be there for us for refreshments and fabulous beef steak tacos. Thanks again for a fantastic trip. The kiddos thoroughly enjoyed our stay. Until next time!
Excellent service and Very Clean
My husband and I just returned from Panama Jack. Luis in the Italian restaurant really went above and beyond to make our vacation special! He was a delight and made sure we left happy every night! He also has a great sense of humor! Jesus at the front reception was also a pleasure! He was very informative and so easy to talk to. We were some of the first guests after the Covid closure. We were amazed at how clean and sanitized everything was! All of the staff wore masks, there were hand sanitizers everywhere, shoe sanitizers, and we witnessed sanitation cleaning all day long. I absolutely love Panama Jack and hope to return soon!