Sls Cancun

Recent Reviews: 310

• User:nyusia

  Trip type: Family

  Worst customer service

  22 Mar 2026

  We had the worst experience we have ever had with SLS Cancun.The hotel was booked on March 12, and we arrived on March 14 for what was supposed to be our son’s 11th birthday trip. Our travel agent mistakenly booked SLS Cancun thinking it was an all-inclusive resort. As soon as we arrived and realized it was not, we immediately asked the front desk to cancel the reservation. The staff contacted the reservations department, and both we and our travel agent were told that the reservation would be canceled with no penalty and that we would receive a full refund.We left within one hour of arrival.After that, nothing was processed. For the next week, calls were ignored, emails were not answered, and we were even hung up on. Eventually, our travel agent finally reached someone in the reservations department, but instead of refunding the full $4,600, we received only about $3,200 back.The hotel still charged us taxes for the full week, extra fees, a one-night stay, and a penalty, even though we were clearly told at check-in that the cancellation would be penalty-free.This was extremely upsetting and frustrating. The hotel did not honor what was promised and made the entire situation far worse. Be very careful and get every promise in writing.

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• User:Celialeila

  Trip type: Friends getaway

  Excellent hotel, amazing experience

  08 Mar 2026

  Excellent hôtel. Everything was perfect ( pool, beach, location, spa, food, rooms) The staff is amazing, especially Jordan. Thank you so much for having us. We will definitely come back.

• User:Ayah M

  Trip type: Couples

  amazing stay at SLS Cancun 🤍

  19 Feb 2026

  We had the most amazing stay at SLS Cancun ! A special mention to Juan Carlos on , who truly made our stay extra special. He was so attentive, warm and professional, and nothing was ever too much trouble. It’s staff like him that make a hotel stand out.The whole vibe of the hotel is beautiful and luxurious, but it’s the people that really make it. We’ll definitely be back ✨

• User:Thmmm

  Trip type: Family

  Staff aren’t friendly ,4 star at best . No customer r’s service skills .Staff aren’t interested,

  20 Jan 2026

  Hotel was pretty, the staff were not friendly or make any effort with guests. The hotel had no character, it was soleless. Nothing going on, no entertainment . Hotel provided coffee sachet for first morning and after that we had to pay to have a satchet in room. Absolutely souless and not friendly. Nowhere to walk for entertainment. It’s an expensive 5 star hotel but I won’t be coming back. Terrible 👎4 star hotel.

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• User:Darcy D

  Trip type: Family

  JAN 2026 7 day stay, DON'T go to this hotel!!!!

  18 Jan 2026

  I am under 50 and I have never spent time writing a review. However, our recent stay at SLS Cancun, a luxury hotel, wasn't great. I am kind and the type that no matter the service, even if it is bad, I always tip 20%, I feel it’s the right thing to do. What frustrates me about our recent 7 day stay at SLS Cancun is while I can have a good time with my adult daughter anywhere, the service made the stay less enjoyable and I wish we had just picked an all inclusive somewhere else. The room smelled bad and each day got a little better but I believe it’s a very pet friendly hotel because the menu had three pages of “dog food” you could order. I actually never even mentioned the smell because I didn’t want to be a bother. When we arrived, I was informed even though my reservation through amex we would not get a property credit. Amex clearly stated we would get a property credit, because the stay was back to back in my name, which would make sense it would be in my name we wouldn’t get any credit for some nights! If I had switched some nights to my daughter's name then I could get a credit which made no sense to me. I had never had this happen and have done many fhr stays. I politely emailed the manager just confirming this and they didn’t respond. Night one, I asked if I could have a blanket because I’m used to a lot of weight at home and we only had 1 bed and sometimes my daughter takes the covers and they said, there were no blankets available. They sent a flat sheet and I tipped of course and put it on the bed. When they serviced the room, they took the sheet and I called and asked for a blanket and they sent a sheet, I tipped again. I asked one more time when I was at the front desk and they said they would send it right up and I said great, I’ll go wait in the room. It never came. On night 4, I took a beach towel and put it on the bed as a blanket. I will say the hotel is very aesthetic and pretty and the infinity pool is pretty. It is also in a very safe area and you can’t even get to the hotel if you can’t get through the gate which, being two female American travelers, is why I picked it. The bathroom had two sinks and the right side didn’t work. I asked a few times and again, gave up and day 5 simply said we are checking out Sat and probably they might want someone to look at it for the next guest. We just shared the left sink no biggie. They did come that day and get it working to my surprise despite the fact I had asked the previous mornings. There is a free bus that will take you around the area. When I saw it pull up, I said is there a free shuttle and the front desk said, “oh I didn’t tell you about it, you may have to wait on it.” Again, fine, but would have been great to know. Throughout the 7 days, the thing that became evident was the service. I’m not sure if this hotel is new or renovated but there was a patch in the bathroom that hadn’t been done and the drywall section wasn’t painted so I thought maybe our room was added because parts didn’t look done. The toilet paper thing wasn’t mounted so it would spin so we would just keep the tp on the floor because the holder was broken. Again, we didn’t say anything about this because after a few things that happened why bother. I joked the last two days to my daughter if I should try again for the blanket and she said no, they won’t every bring it. The last morning, like every morning I would ask for 2 coffees because coffee and breakfast go together. That morning I asked 3 more times and the same guy I asked sort of nodded like I've got you, like he was doing me a favor to get coffee after my daughter was done with her breakfast. Again, not a big deal but when every morning those around you do get coffee and things in a timely manner, it gets a little frustrating. This was the theme, where the people around us would get there food, get their check, get coffee and we would have to ask several times. At the beach club I ordered tacos and an appetizer and drinks and asked the girl three times if I could sign and she would say she would come back, an hour would go by and I’d ask again. I waited over 2 hours patiently. This happened the next day and because I didn't want to wait 2 hours, I figured they would charge it to the room and add 20%. He chased me down to sign. By the end of the stay we both decided we would not come back. Not only would they not honor what clearly said through amex we would get a property credit, the service was poor and unwelcoming. $150 credit and wouldn’t honor it, honestly it was fine we ubered to nearby places to eat and only talked to them about it at check in. Another thing that made no sense. We pre-booked transportation online. I told the girl, we were leaving at 11 in case they wanted the room earlier to be nice. Then she asked if the transportation was through them and it wasn’t and she said we would have to take our luggage beyond the gate and wait. It became normal to have things like this happen, like we were a bother. Then I was like wait, this company was allowed in the gate and dropped us off but upon picking us up, they said happy shuttle was not allowed through. Since we were leaving I asked why, that seemed odd. I even sent a message through whatsapp to Happy Shuttle and they said they hadn’t had that happen. This is just some of it but we felt like they were doing things on purpose and mind you some of the nights, the rate was $549 for a non all inclusive. I wouldn’t recommend this hotel and was very disappointed by the stay and service. A blanket, coffee with breakfast and allowing a reputable company to pick us up apparently is too much to ask for. Amex shouldn't put this as a FHR.

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