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Rated 4.4 out of 5 by 488 reviewers.
Rated 5 out of 5 by Service levels and amenities beyond compare We stay at this resort typically twice a year and will include specific holidays in our travel plans. We have always had a fantastic experience. We have become close to several members of the staff and feel as if they are our children! We never fail to tell any and all that this is truly our second home! Chef Luis prepares fantastic, amazing meals. Great addition to the resort! Abraham goes out of his way to always make our visits special. The spa is an exceptional experience. Ask for Gerardo or Carlos! We love the culture! Armando and Felipe are world class in libation preparation! April 16, 2016
Rated 5 out of 5 by Wedding Anniversary and Birthday - The Allens Excellent service, immaculate hotel and beautiful pools and ocean views. The front desk staff was wonderful and attentive to our every need. the staff decorated our room with balloons and a lovely cake for my birthday! Thank you front desk staff, Farina and Claudia especially and the concierge gentleman! April 12, 2016
Rated 5 out of 5 by Family Springbreak Vacay I needed two rooms (parents, kids) but when i book in January there was only 1 room remaining. I kept checking and was able to get a 2nd room but it was not available until our 2nd night. This was fine with me. I contacted Starwood and asked if they could somehow get the kids room close to us and were told that they would try. Checked in early friday morning and beat the crowd. We immediately put on the swimsuits and headed to the beautiful pools. Alejandro took very good care of us at poolside. I instructed him to speak to my 18yo in Spanish only. He complied and those two had a good time conversing. Beach was great, water was warm. Love the rooms, always have. It's great that you don't have to eat out 4 meals and day. I enjoy cooking breakfast for the family and the convenience store at the resort has everything you need. The second day #2 room was ready and they were able to put the kids right next door to us, no common door and that was okay. Now my wife didn't have to worry about the logistics of the kids being in another building. We had Alejandro and Gonsalvo taking care of us at poolside and they did a great job (they remember to speak to the young one in Spanish only, he took 6 years in school so might as well use it). They were always around when we needed something to eat or drink. My wife and I got stuck in an elevator that goes from the lobby to the convenience store area. A cable snapped as the door was closing, so the doors wouldn't open. I pushed the talk button and the gentleman on the other side assured us we would be out soon. We continued to go up/down in the elevator as other guests were still attempting to get on. Long story short, we were off the elevator in about 10-15 minutes. Thank you to the mystery voice on the other end of the call button, you had a very calming demeanor in our stressful situation. When i needed something from room service, they responded in about 10 minutes (very quick for a resort that size). You can't beat the location of the resort. When we've stayed on the Rivera Maya, we have always felt confined to the resort. At the Westin Lagunamar, excellent restaurants are all around within walking distance. The kids really enjoyed taking the bus, no need for a taxi and the rate is super cheap to ride. The bus stops directly in front of the resort. Pools are spectacular and clean. Drinking age is 18 and my son was taking full advantage. When i couldn't find him, i knew he'd be at the edge of the infinity pool, looking at the ocean, with a beer in his hand. This was the 2nd time there for my wife and me and it won't be the last... April 11, 2016
Rated 5 out of 5 by Great time in our first visit to Mexico We'd spent the last six years while the kids were young going to the Vistana Villages in Orlando and needed a change now that the youngest was six. I didn't really know what to expect. All I'd really heard about Cancun was it's spring break reputation and the pictures on the hotel website I don't think do the place justice, so probably went in with a little bit lower expectations. In just about every aspect they were exceeded. We had a great time. The hotel is gorgeous - the pictures on the website really don't do it justice. The pools are great, the beach and water are amazing. The hotel zone was way nicer than I expected it to be. The staff all super friendly. Two pools, one of which is an infinity pool, a slide of for the kids, chairs out on the beach. The biggest surprise was the quality of the food. We had dinner twice in Oceana the first few nights and it was great. Free breakfast buffet for two if you're platinum which was also good. We didn't get the free upgrade to the one bedroom, but they were pretty busy, so ended up paying $100 (discounted from $150 they said) a night to get the one bed. When it was ready we found out they moved us up from the 3rd floor to the 6th floor for a better room. That was the only disconnect from when I called before - they said the upgrade was free if a room was available. it was, but we ended up paying the $100. Still worth it though for the extra space. other things - there is a good grocery store out the hotel to the left in the mall on the 2nd floor - Soriano. Cheap prices, locals shop there. Take the bus for 10.5 pesos. The mall across the street was overpriced it seemed to me. We did the dolphin discovery tour on Isla Mujeres which was amazing, rented a car and drove to Chitzen Itza and Tulum (drive to Tulum is way busier). Good restaurants outside the hotel - Blue Gecko, Fish Fritanga and Madonnna were what we tried. all pretty good, loved the atmosphere there. Take the bus when you can - you can just flag one down anywhere on the street. heard the spa was very good from others but we never went. The thai place in the mall was also recommended as good but never made it. loved this place! April 10, 2016
Rated 5 out of 5 by Home away from Home This is our fourth April trip to Cancun and this year our friends and their children accompanied us. The service, hospitality, views, food, and location are the best. Kindness and respect to provide the best to the guests is the number one concern at Lagunamar and they surpass that. Our bellman, Gabriel, and our concierge, Carlos, were outstanding. The pool concierge and waiters went out of their way to get us our hearts desire...even a yummy hot dog not on the menu!! April 10, 2016
Rated 5 out of 5 by Great place to stay in Cancun The hotel is a great place to stay in Cancun. It's close to two malls, a grocery store and the Aquarium. Staff is very friendly and accommodating. We throughly enjoyed our time here. April 8, 2016
Rated 5 out of 5 by Excellent Service Everyone at this property is so incredibly helpful and friendly, and they provide some of the best customer service I have experienced due to extensive business travel. April 5, 2016
Rated 5 out of 5 by excellent support staff Christina and Leonardo in activities center were excellent. They were very good in stretching exercise and water aerobics Pedro in guest services was excellent April 3, 2016
Rated 4 out of 5 by Excellent Property and Poor Staff Atitude The property is top notch in probably the best location in Cancun. Our family had a great vacation. Like in any trip, we had the usual ups and downs. When you have a "downer", don't count on any of the hotel staff to care, they just don't care about anything. They will be courteous and educated, but they won't care if you solve your issue, or how long it takes. Be aware. April 1, 2016
Rated 5 out of 5 by Home away from home This was our fourth visit to Westin Lagunamar with children and grandchildren ( we have also had several visits by ourselves!) Its greatest asset is the people who work there. We can vouch for the fact that, without exception, the staff is genuinely interested in seeing to it that their guests have a wonderful experience. Local attractions, good food, and outdoor activities are available, no matter where you stay in Cancun, but what makes Westin Lagunamar stand out is the fact that you are treated like family. March 29, 2016
Rated 5 out of 5 by Great hotel Great hotel and staff. We vacationed with our large family of adult and youth kids. Everyone had a great time. Rooms, pool, and beach are as good as you get. March 25, 2016
Rated 5 out of 5 by Mexican Beauty Great staff , great service and beautiful property. Convenient location to shopping and restaurants. March 20, 2016
Rated 4 out of 5 by That sand and sea! That staff! I had heard this property was good-so I walked in with expectations. And they were met! You are not going to find a more beautiful beach and water combo anywhere. The rooms ALL have ocean view which is amazing. The rooms were clean, comfortable. We had to call maintenance when we arrived, they were prompt, pleasant and 10 mins after they left, the service staff called to ensure we were satisfied! EVERY single person at the front desk, at the pool, at every restaurant, in the health club....were ALL smiling and pleasant. Each and every time we interacted with ANY member of the staff they were friendly and accommodating. The staff REALLY made the entire stay so much more enjoyable. The property is well situated across the street from a shopping mall which is a benefit for restaurant options. I wish we had heard that the grocery store (Soriana's) delivered prior to our last day on property--may be something the front desk or concierge can include in their check in information. It was a perfect week for our family and we'll be going back for sure! March 16, 2016
Rated 5 out of 5 by Fantastic place to vacation and relax and work Providing an outstanding level of comforts and superb staff at all levels and extremely helpful, kind, friendly which gave us the feeling as being in a second home. Having an option to stay in the resort and cook and relax and having fantastic view of the ocean while seating on balcony makes the return to the resort with no hesitation and would be our first choice of making a vacation plan. Please give our kind regards to your first class staff at every level. Best, SM2016 Feburary 2016, Room 255 March 13, 2016
Rated 5 out of 5 by Excellent Value for Money As Platinum SPG members, before staying for the first time at Westin Lagunamar, we had concerns how Platinum benefits would be recognized. Therefore we booked only 5 days, and this was a mistake. Because this stay was amazing, and we should have planned more time to spend in this property. Our second stay was 15 days, and those 15 days were one of the best days spent in any resort. On check-in front desk agent welcomed us as Platinum members, and we got Villa in the building that is the closest to the beach on the highest flour. As welcome amenity we got without any problems free continental breakfast, which was great for us because of the very good selection of a healthy food. Because the resort is less than 10 years old and at the same time very well mentained, everything in the villa and around the pools were in a perfect condition. Because this resort is Villa property, there is plenty of space in the room, around the pools and on the beach. It was posible really to relax and to enjoy. We will never forget how helpful everybody was in the hotel. It was always enough only to kindly ask for something that they would do everything to help. Durring the breakfast, they remembered what we ate and drank and we had only to confirm that they remembered well. The operators working on service express, always managed to pleasantly surprise us for example by sending us exactly the type of the tea that we drink. We also participated in the time-share presentation and even though we did not decide to buy, they were very pleasant and very professional. We can confirm that they did not make any kind of a preasure, but we have to say that we did not attended the presentation only to get a reward, but we were honestly interested in learning how Starwood Vacation Ownership works. We got professional answers to our questions, and did not had any impression that we were forced to buy. We will definitely return to this property. March 11, 2016
Rated 5 out of 5 by Always Fantastic This property is a gem. The staff is phenomenal. We've been coming here for over five years & see the same familiar faces every time. It feels like a second home. Directly across the street is La Isla, an open-air, non-touristy mall with great restaurants and cafes. The grounds are impeccable, the rooms spacious and comfortable. March 10, 2016
Rated 5 out of 5 by This place has it all! This is a vacation club property not a hotel so you have to take that into account when staying here. We LOVE this place so much that we own here. The beds are divine, the views spectacular and the staff better than most. Everyone is friendly and accommodating and if you get the chance to do the breakfast buffet then you should, it is wonderful. The location is PERFECT across from the mall. March 9, 2016
Rated 5 out of 5 by Outstanding 5 Star Resort The Westin Lagunamar Resort & Spa, Cancun, Mexico is a beautiful property. It's a wonderful place for families and those without children alike. The entire staff could not have been nicer. The accommodations are wonderful and exceptionally clean. I highly recommend it and am looking forward to our next stay! February 29, 2016
Rated 5 out of 5 by Cancun 2016 Trip Once again had a great time at the Westin Lagunamar. All the staff, as well as the people who work and reside in Cancun are sooo friendly and helpful. We ride the bus most everywhere and love going downtown to the public park to see the local shows that occur there on the weekend. We love the beach at Lagunamar and want to especially recognize server Efrain. Efrain was very friendly and attentive and made sure our every need was met. He did this in a friendly but not pushy way that made us feel very welcome and comforatable February 29, 2016
Rated 4 out of 5 by 99 Percent Great Almost perfect stay with the exception of the call that I made to the resort 6 hours before arrival to arrange an airport pick-up. We were told it was to late for any arrangements to be made for us and we were on our own. Also a warning from the resort about the airport timeshare scam would have helped significantly. The rest of the stay was perfect. The staff were helpful and friendly and professional. The property is well maintained and beautiful. February 28, 2016
Rated 5 out of 5 by LOVE this hotel Beautiful beach & amenities, gorgeous room. Food, drinks, and atmosphere all excellent. Really loved the staff-- in particular Khymeira and Adrian who made us feel so welcome! Only regret-- not hitting up the spa earlier in the week! Probably the best pedicure i've ever had. We will be back for sure!! February 26, 2016
Rated 1 out of 5 by It's Not A Real Hotel I just stayed at The Westin Resort and SPA (8 KM away) which is much better place than this one. According to the front desk, the Lagunamar is 95% timeshare. No wonder it has small kitchen, laundry and Dryer. The room is small and too crowded with all kinds equipment. It's not like The Westin Resort and SPA, the room is far away from the beach. For Platinum member, the Lagunamar only provide continental breakfast. If you want something hot (like eggs), you have to pay for it. If you ask me why I pay more and get less to stay here, it's because my profession. I am the turnaround expert in hospitality industry. I want to see all the different operations. February 25, 2016
Rated 5 out of 5 by Great Place This resort exceeded our expectations. The staff was wonderful from the front desk to the ocean February 25, 2016
Rated 5 out of 5 by Outstanding Nothing was missed. The location, rooms, pools, food, all exceeded expectations. But most outstanding were the people from desk to wait staff to grounds crew; all welcoming, attentive, friendly and helpful. Alfredo, Ernesto, Khimayra, Claudia, Webster, everyone treated us like family. Thank you for a wonderful experience. February 17, 2016
Rated 5 out of 5 by THE GREATEST ~ From the moment you check in, the bellmen, front desk, concierge service etc WILL IMPRESS YOU BEYOND COMPARE !! Then move on to the room attendants, dining facility hostesses and waiters make you AT HOME. Don't FORGET to enjoy the SPA EXPERIENCE !!! The therapists are the MOST WONDERFUL we've EZPERIENCED ANYWHERE. Compared to other RESORTS, Cruise Ships etc. THEY are so KNOWLEDGABLE....they take your muscles and RELAX each one...ONE BY ONE and when the massage is OVER....YOU can't WAIT to schedule the NEXT ONE !!! This RESORT IS our HAPPY PLACE to just RELAX, REWIND and RENEW oneself. MOST DEFINATELY OUR HOME away from HOME !!! February 17, 2016
Rated 1 out of 5 by Worst vacation ever Food and beverage service was terrible. Checkin took over an hour. Concierge and transportation service will over book you and give you different stories every time you talk to them. Do not come to this hotel for relaxation and a good time. Get ready to be frustrated. February 17, 2016
Rated 1 out of 5 by Worst Experience We stayed here with our extended family for 5 days and while the resort is perfect for families the staff and service were terrible. The concierge were incredibly unhelpful. We spent hours planning trips with them and wherever we went we ran into problems i.e. trips weren't actually booked-eventhough we paid for them ahead of time, times they gave us were wrong. After a while we realized that they didn't understand a word we were saying. While I am respectful to the fact that we are in their country, if they are in hotel business which caters to tourists they should be able to communicate with their guests. We paid ahead of time for transportation to and from the airport, ahead of time, and of course they never booked it and we came late to the airport. While this resort is great for families, don't go with any expectations at all. February 14, 2016
Rated 5 out of 5 by Great Service and accomodations We first stayed May and enjoyed it so much we booked again for October. We enjoyed the service of Arline and Williams in May. When we returned in October they actually remembered us and gave us the same great service. All was great while we were there. The one area that we feel needs some improvement is the front desk area. Always seem to be disorganized and can not handle special requests very well. February 7, 2016
Rated 5 out of 5 by Perfect Girls Trip I visited the Westin Lagunamar in Cancun in January 2016 with two close friends. We had a fantastic time! The property exceeded our expectations with stunning pools, excellent massages at the spa (with Zulma, Lauris and Lily), the best we've ever experienced and wonderful pool service, day after day! Efrain took especially good care of us each afternoon by the pool. Every room has a fantastic view and our balcony was happy hour headquarters. We will definitely be back next year!! February 2, 2016
Rated 5 out of 5 by clm57 we did not think it was possible to improve the overall resort but THEY DID! It is a true vacation with the comforts of home. We love to cook and this resort gives us that. Breakfast is a requirement and Oceano never disappoints,The staff is efficient, polite and spoil you with service. Henry has been our favorite for 3 plus years and always makes us feel very welcome. He remembers what we order its amazing. When we had any issue in the suite calling maintenance was not a bother they respoontd faster than ever and fix it and are just amazing. February 2, 2016
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