Rated 5 out of 5 by Phas09 Top Notch
Very clean and well maintained, staff very helpful and friendly, beach beautiful, food not bad, looking forward to another trip.
May 21, 2013
Rated 5 out of 5 by EMB96 This hotel has great features, very good hotel
This hotel has great features, very good hotel
July 13, 2013
Rated 5 out of 5 Relaxation in Paradise
My recent stay at the Westin Lagunamar was exactly what I needed, pure relaxation in peaceful surroundings
February 5, 2013
Rated 5 out of 5 by Leticia07 This hotel is excellent.
The hotel has excellent customer service and amenities. thank you
May 13, 2013
Rated 5 out of 5 by Nicole33 celebrated my birthday
My first time in Cancun to celebrate my Birthday and I couldn't have picked a better resort than The Westin Lagunamar. I had an amazing time. I received exceptional service from Omar in Guest Services and Angelica in The Heavenly Spa was amazing when I received my hot stone massage, the entire staff was wonderful. The rooms are beautiful and clean with the Ocean view, onsite restaurant, sports bar, fire pit and grills and a shopping mall across the street with plenty of stores, restaurants and cinema. This property is awesome and makes you feel at home. I definitely recommend this resort for your stay in Cancun. I'm looking forward to my next vacation.
September 12, 2013
Rated 5 out of 5 by CancunBlue Fabulous Stay
It was blissful. Everything was super wonderful and a perfect welcome for our first time in Cancun. The wonderful laundry machines int eh room made our day! The bathroom was spacious and great after a day in the sun and sand.
The people though... there was a guy who peed in the pool!!!! He mouthed it to his girlfriend. An adult in his 20's - the beach bathrooms are one of the best. That was disgusting. I had to get out.
But the place, the facilities, the sea, the sand, the everything from the hotel was blissful. Our room and the view was stunning. We only ate at the poolside cabana. The Oceana menu wasn't what we wanted, so can't comment on the food there. The cabana one was great.
We will come back again.
June 3, 2012
Rated 2 out of 5 by Guestinpain Part 1 - Initial experience - Hope this is not more of the same for the rest of the vacation
This review was rejected because there was a reference to another kid friendly chain of hotels, so edited and reposted, hope this passes Westin taste test.
I am taking time out of my vacation to write this. We have been here for a little more than 13 hours and slept about 8 of it. So this is my first impression and far from a Westin experience. I think Westin management needs to try to sell this hotel and remove their name from this property.
Let me say this, we have 2 little kids and trip advisor and other reviews said that this was one of the top rated kid friendly hotels. So far I have not seen that side of this property.
We arrived at the hotel close to 6 PM.
6:00 to 6:30 - 30 min wait to check in on a Sunday (1 family checked in before us) & 2 employees were free & standing around.
6:30 to 6:45 - Checked in and given info - Satisfactory
6:45 to 7:15 - Time to find the room and building - Given wrong directions/no directions/circled several buildings before finding the room finally - Far away from elevators - Not ideal with an infant - Disappointing
7:15 to 7:45: talking to front desk while waiting for luggage - kids hungry & all luggage held hostage by front desk & not delivered - bed side table has coffee spills not cleaned - toilet bowl floor area dirty (urine splashes) & no crib set up in the room - informed hotel & requested room closer to elevator & a clean room
7:45 to 9:00: Walked over to front desk returned keys to old room (not given keys to new room) told room is being cleaned - Kids tired and waiting for room
9:05 – Finally in the room and our stuff arrives – Room has a stale smoke smell, too tired to even complain.
10:00: Kids in bed and sleeping, turn on bathroom lights and thru the smoked glass a flood of light in the bedroom (wow not kid friendly), you could play baseball with that flood light (I have pictures to share), either we don’t know how to activate some electronic screen, or Westin forgot to put drapes when they designed a bathroom and bedroom with a glass wall in between. You cannot humanly sleep with that bright light shining thru, and I am a deep sleeper (yes, I slept thru the night with a new born baby wailing in the same room)
Westin assigns a concierge to each guest (sales opportunity I say) The lady leaves a message in our reassigned room around 7:45 PM, not even knowing about the fiasco, asking if we had a smooth check in and to come down to see here the next day for a welcome packet for my wife. Guess what most welcome packets from a “Concierge” are delivered and to the room before guests arrive. You don’t go down to see your concierge to get a welcome gift ☹ Look to your competition & learn I say
A few positive things to call out as well
Beautiful resort with a few different swimming pools
Food and beverages have been satisfactory
Kids activities available
Free internet access
More to come in Chapter 2 at the end of our stay……….
April 11, 2013
Rated 3 out of 5 by vince1660 lots of walking
We had a suite in the 11 building. I was somewhat underwhelmed. We had just stayed at another hotel in Cancun at another hotel and maybe we were spoiled. There was no ice available in our building. I had to walk probably 1/2 mile or so round trip to get a bucket of ice at the swimming pool bar. The room was small. No pay per view movies available. A very small dvd selection at the convenience store. That being said, everyone was nice and helpful, the room was clean and in very good condition.
December 13, 2013
Rated 5 out of 5 by jimm5626 2nd time back.... can't wait for the third!
We recently completed our second trip here a few weeks ago, and look forward to the chance to go again..... in fact, we loved it so much the first time we went that we decided to become owners, which gave us the opportunity to bring along the 'extended' family for this most recent trip.
My wife and I travel a fair amount, but it was the first time out of the country for my parents and siblings. The staff at the Lagunamar helped to make their first trip abroad an easy experience and were able to help with anything that came up (Lucio at the concierge desk deserves a special mention.... his personal attention to me and my family was amazing throughout the week).
The resort itself is perfect for a relaxing beach vacation, either as a couple or for a family trip. The beach always felt very uncrowded with plenty of space to choose where you wanted to lounge out. We burn pretty easily and never had difficulty finding great shady lounge locations when we needed a break from the sun. Finding a group of prime seats around the pool gets a little challenging during the mid to late afternoon hours, but there were pretty much always at least a pair available in our preferred area (but always plenty elsewhere). The food and drinks were great at the poolside grill.... and you can't beat happy hour at the swim up bar! Staff were all friendly and great... but Jorge, one of the bartenders at the poolside bars, deserves a special mention as well... he was attentive and awesome all around!
Villas are spacious and really have everything you need. The kitchens in each unit are great when you want to pop up for a quick snack or need a break from eating out and want to cook a simple dinner for yourselves. And I can't overstate how convenient it is to have a washer and dryer in each room..... you can pack way less and just run a quick load whenever you want to get the sand or sun screen out of whatever you brought down to the beach.
So yeah.... to sum up.... don't hesitate, book a trip here, you'll love it!
May 24, 2013
Rated 4 out of 5 by Jones7800 Great location and layout, a few things need work
Great location, beautiful beach, pools, and beach staff. Concierge was not proactive and didn't provide a wide range of options, simply hotel arranged preferred vendors. Found better rates on our own. WiFi was very very bad. Hotel room only got cleaned once every three days despite it being expected everyday. Had little support from our "Personal Concierge" who made no effort to contact us or respond. Other than that the hotel is beautiful, and the beach and pool areas were well maintained and staffed. Gym was too small for the population of rooms.
January 3, 2013
Rated 5 out of 5 by MargeJeff31 The Staff make you feel at home
The physical features and location of this property are top notch. We stayed in the new part this visit and spent sometime at the quiet pool and bar which were very nice. The restaurants on property offered us nice lunches, a fantastic meal on Steak Night and a delicious brunch. Our favorite waiters Eduardo and Fredy will take good care of you. the restaurant managers Sam and Abraham do a nice job. Many fun happy hours can be enjoyed by the excellent bartenders: William, Felipe, Jorge, Jose Luis, Jaquin, Armando
June 3, 2012
Rated 5 out of 5 by Mark0311 hotel excels in all areas
Every area met or exceeded our expectations. The rooms were as comfortable as expected; the staff responded extremely quick to anything we asked. All staff were very friendly and met our needs faster than anywhere else we have staid. Our personal concierge as well as the entire concierge staff were helpful. The food in the restaurants was excellent and lower cost than we thought. The entire staff and hotel made for a very relaxing and enjoyable trip. We will be back for sure.
September 2, 2013
Rated 5 out of 5 by JaimeC Favorite Westin Resort
We've been to this resort 5 times so far and have never been disappointed. Last visit was July '13 for 8 days. The best infinity pool we've seen. There's something for everyone at this resort - for families, kids, teenagers, and singles. The food is good at all the restaurants. The service is excellent at Oceana restaurant and the manager, Freddy, makes sure everyone is happy. The only issue was the service on the pool decks. There are not nearly enough waiters walking around the decks and we had to routinely wait 30-60 minutes before the waiter would come around again to take orders for food and drinks. This was the first time we experienced this shortage and hopefully they will rectify the issue soon. My wife got a massage by Ester and said it was the best one of her life. We'll definitely be back.
August 4, 2013
Rated 4 out of 5 by eperezo Great vacations
I was invited as a SPG member and the whole experience was great. Its a great hotel, comfortable, great location, great service, I will definitely will go back with you on my next vacations on Cancun.
My only two comments that needs to be improved are:
1. Shower water always jumps from cold to hot and viceversa making it uncomfortable
2. Food is expensive and it's not the best taste, for me, if I pay premium, taste should be premium ( I had several meals including Friday Italian buffet).
November 26, 2013
Rated 3 out of 5 by Ron24 Unfriendly Check Out
As a Platinum SPG member I was hoping for a great experience. We were told we would have complimentary full breakfast and when we checked out we were charged for each days breakfast. We asked for a 2 PM check out and were told that it was not available and we would have to check out by 11 AM despite our 6 PM flight. Dora the front desk manager personally reviewed our charges and finally after 30 minutes at check out agreed to take off the breakfast charges.
November 25, 2013
Rated 4 out of 5 by AdamJK Good resort, with challenges
Overall we thoroughly enjoyed our stay. The property is beautiful and the rooms very nice, but there are some challenges and frustrations.
There were 11 of us in our group, and each had problems. 1st, the property is also a time share and they work hard to try and get you to go through their sales pitch. The Wi-Fi in the entire property is dreadful, and at times doesn't work at all. The check-in process was a nightmare - too few staff members and it took more than 40 minutes to get checked-in.
The location across from La Isla shopping area is perfect and most of the staff are very friendly.
August 21, 2013
Rated 3 out of 5 by eliteowner Horrible operations from Spa department to check-in, check-out process
Lots of wasted time spent on vacation dealing with operational items like check-in lines, check-out with wrong bill that took literally 5 hours to clear up; spa department offers great service but with messed up appointments, over charging and horrific operations staff. Lots of work needed to fix homeowners experiences!
December 3, 2013
Rated 5 out of 5 by Whiteyslb Great location, rooms and pools
The Westin brand carries quite a weight of expectation, which I'm happy to say that the Lagunamar exceeded. The views fom the large, well appointed rooms are great. The pool is enormous, and not at all crowded. Food at the restaurants was good.
Can only fault the wifi coverage. Quite slow and sometime non-existent in our room, which is an issue for those who are roaming.
August 10, 2013
Rated 4 out of 5 by TJMAZZ Excellent Pool!! Family Friendly
This hotel has excellent pool. The infinity pool has fantastic view, and every pools are kids friendly. One minor fact is food in restaurant. The choice is very limited and almost american food. not international or local food.
December 4, 2013
Rated 4 out of 5 by piper123 Good Family Resort
This is a nice family hotel..centrally located to everything. It is well kept and maintained. I came in with my family and 2 kids and they all had a great time. However, BEWARE of the food. The price of the food is extremely expensive. The so called breakfast buffet is $25 per person. nothing out of the ordinary. The pool bar is also expensive..beware of the delivery and quality. Great staff but they tend to leave the food for it to get cold. I think a loss of coordination and timing. but the quickly corrected it. Just beware of the prices..VERY EXPENSIVE. the hotel can do better by lowering the price of the food and thereby encouraging other guests to eat there more and thereby increasing their check average.
August 28, 2013
Rated 4 out of 5 by Shelby2013 We will return....
Just returned from the Laguna Mar and look forward to our next visit already. A few things to note which left a slightly negative feel for our visit....the wifi in the rooms, absolutely terrible. After being told by a staff member to request a router for the room, I asked for it once at the front desk and it never arrived. I called a second time and was promised it would be delivered ASAP...it never came.
Other thing is that our room smelled like bleach. I appreciate the cleanliness but I'm not sure why this particular room had a strong odor. Our other room next door did not have this issue.
Overall a great vacation where I won't let the minor issues get in the way but surely the customer service could be a little better.
September 9, 2013
Rated 4 out of 5 by Cabby My week at westin Laguna mar
We are owners at westin Laguna mar and spg gold members yet our welcome at the hotel made us feel as third rate or lower this was our first full week at our one bedroom villa and we arrived four hours early but checked in @ desk far from main lobby advised our room would be ready in 2 hrs went to see room & maintenance advised ready in 10 min went back to get keys & staff member was rude & would not give us room made us wait 2 more hours; in addition sofa bed is stained & worn,needs replacement, all light bulbs should be replaced; other than that it is a superb resort
June 10, 2013
Rated 4 out of 5 by SusyQ Nice Stay
My kids and I stayed at this Westin and really enjoyed it. The pools were great, the beach was clean, and the staff was very attentive. The only draw back to this property was the pricey food and the quality of food. I think I paid $10 US for a pizza for my child that looked like it came out of frozen food package. I did like the market place, which allowed me to cook for my family while I was there. You also have to wake up at 7am to put a towel on a chair to get a good spot at the pool. Overall, our stay was great. I would vacation again at this property.
August 13, 2013
Rated 4 out of 5 by Leila2013 Hotel needs work
Hotel is worn out, fresh paint is needed in the rooms, furniture is worn out, sofas are dirty, and kitchen supplies are not adequate. Defiantly not Westin standards, this resort is better for time share purposes!
April 30, 2013
Rated 4 out of 5 by Yoya Good
The staff at the hotel was very amiable.
December 1, 2013
Rated 4 out of 5 by David88 Excellent staff, Great location
We had only two problems --no toaster plus btreakfast at Oceano on 4/29 was NOT ACCEPTABLE. Eggs were ordered hard and came back very soft. I reordered new ones and I think they were on stove for 30 minutes. I would have needed a steak knife to cut them. I gave up on the eggs. Hotcakes were COLD. For $30 US Dollars we were expecting a very good breakfast. That was our last breakfast and meal in that restaurant. This was my BIRTHDAY breakfast!
We are still here until 10 May under our second reseervation.
May 2, 2012
Rated 5 out of 5 by Sunday The Westin is great for RRR
Everyone went above and beyond to make our stay remember able one. It's a great place to Relax, Renew and Rejuvenate. The resort feels like home with all the amenities. I of wait my next trip to the Westin Lagunamar.
November 24, 2013
Rated 4 out of 5 by MSG78 Great hotel for family vacation!
I was very impressed with the facilities and room ammenities. Having the kitchenette and washer/dryer is really helpful when you're travelling with little ones. The hotel is beautiful, the views, the pools, everything.
The service at the Viento restaurant was quite slow, and it closes at 5 pm. That was a problem for me since 5 is still pretty early and kids still eat snacks, we had to go to the very pricey Tierra Market to get a snack for the kids. We also requested extra sheets for the sofa bed, which were not in the closet as indicated in the room panflets, and it took a long time to get them. Our room was not cleaned every day as scheduled, I had to call the concierge to send someone to clean up the room every night during our stay, and they were not exaclty apologetic for it, they acted as if I was requesting an additional clean up. Check out time is 10 am, which is pretty early considering that check in time is 4pm. Since my room was not cleaned during my stay I'm not sure why they need 6 hours that we could've used to take a last dip in the pool.
Overall it is a great place, but service does have room for improvement. Hope they step it up.
July 3, 2012
Rated 4 out of 5 by ChrisNa great resort
Good resort in excellent location. Beautiful and well kept pool,beach, etc. Staff friendly, rooms are spacious. Views from everywhere.
November 25, 2013
Rated 5 out of 5 by RussandSteph1994 Wonderful Villa and Experience
Thank you Westin Lagunamar for creating an incredible experience for us!
This was our third trip in the last 18 months and the best one yet.
From the call prior to our arrival to welcome us and arrange our transportation, to our check-in, spa experience, pool service, grocery store on-site, BBQ grills -- The entire stay was simply AMAZING!
The grounds are beautiful and our villa with second room made it the perfect place to have family time and also space to take time to relax and renew as a couple.
We can't wait for our next trip back.
See you soon!
May 7, 2013