Rated 5 out of 5 by Docksidedoc Greatest Vacation Ever!
We just loved our vacation at the Lagunamar in Cancun! The resort and the rooms are as beautiful as the pictures on the website. The ocean has the most spectacular shades of blue! A great place for a family vacation!
The entire staff was consistently friendly and helpful from the moment we checked in to the moment we left to return to the airport..
Maggie, our concierge, was extremely helpful in recommending things to do and setting up activities such as scuba diving.
The airport is around a 20 minute drive from/to the resort, it's pretty much one straight main street filled with hotels and restaurants.
Once you check in you should visit the market on the lower level to do some food shopping for your villa, they will deliver the goods to your room.
The infinity pool and ocean is just perfect, there is also two other pools and one with a slide for the kids. We enjoyed the lounge chairs under grassy huts on the beach. Even though the weather reported partly cloudy, the sun was out every day!
Breakfast at the Oceano restaurant was a great start of the day, the french toast is delicious and the staff very friendly.
We frequently had lunch at the Viento restaurant overlooking the infinity pool and ocean. Food was delicious and the view breathtaking!
We would highly recommend having a massage in the beach hut, it is totally private and comfortable yet you hear the waves of the ocean while you relax during your massage. Maria and Paula are excellent massage therapists!
Across from the resort is a wonderful outdoor/indoor mall with shops, restaurants, music, attractions, gives you an authentic feel of Mexico and it's right across the street!
We've traveled to many Islands and found this resort and staff to be the friendliest and most accommodating. We would highly recommend this resort to any fellow beach goers!
April 20, 2014
Rated 5 out of 5 by Beachyqn So glad I accepted your offer
I booked my four night, 5 day stay after receiving an exclusive offer online from Westin. I am so glad I accepted, because this is one of the best hotel stays I've had. The room was excellent, service was excellent, everyone made me feel welcome, and I would like to say that the people who sold me the package by phone were just as professional and helpful as the people I met in person. It was a great introduction to Cancun and to Mexico. The hospitality was great, the transportation to and from the airport and information on tours was really wonderful. So glad I went.
April 12, 2014
Rated 5 out of 5 by BigMikeBay2 Great staff and facilities
Mike Styba here. Reservation from 3/27 - 4/6 at the Cancun Lagunamar.
We again enjoyed our time at the Lagunamar over the past 11 days.
The facilities are great and you are keeping the property in great shape. Thanks you that. It's as nice today as when we first purchased 5 years ago.
There were a few people who realy made our stay special this year:
Eduardo Casanova: He takes great care of all the people at the pool; he's very (sincerely) friendly and goes above and beyond to serve his guests. He is one of the reasons we love it there.
Roberto: Also a pool concierge: Roberto is friendly; he greeted me daily, asked me what he could do for me and shared some time with me when I was alone at the pool....he makes me feel like a friend.
Henry, our regular server in the breakfast buffet area. Henry is a wonderful guy. I was on crutches this year and Henry prepared a plate of papaya and grapefruit garnished with coconut and almond slivers (just the way I like it) everyday, without being asked! He remembered our names (there were 4 of us, plus a baby) and he took very good care of us. He is a delight and we looked forward to seeing him every morning at the buffet.
Lucio - our concierge: Lucio's enthusiasm, knowledge of the area and recommendations for fine dining are spot on! He's fun and he's really good!
Thanks for the great staff you have.
We'll be back in 2015!
April 7, 2014
Rated 5 out of 5 by Teresa168 Exceeded Expectations
Westin Lagunamar definitely exceeded our expectations! The facility is well maintained and staff throughout the resort were very friendly and made us feel very welcome. Our personal concierge Maggie Salazar was exceptional and made us feel so welcome. The concierge makes it so easy to book tours and activities at discount rates and be sure to book dining reservations through them. We booked two dinner reservations and received a free round of drinks for everyone in our party at both restaurants!! We also booked airport shuttle through the hotel front desk and it was reliable and efficient. The resort pool is absolutely beautiful with the largest infinity pool I have seen. The stretch of beach along the hotel zone was beautiful and very clean. Can't wait to return to this destination. Our whole family had an incredible vacation thanks to Maggie and all of the many hardworking hotel staff. Highly recommend.
March 31, 2014
Rated 5 out of 5 by Lee2014 Never Disappointed and Well Worth the Visit
We've been to this resort nearly ten times now. There's something for everyone here - families, couples or singles. The rooms are clean, the pools are the best we've ever seen. The infinity pool looks out to the ocean. The staff are super friendly. Carlos (one of the concierge), Rene (of the Fun Team), and Freddy the restaurant manager are all so great every time we come here. We will be back again soon.
March 28, 2014
Rated 5 out of 5 by Doc2014 WOW, the Best of the Best!
I expect a lot from Westin properties, and the Westin Laguna Del Mar is simply amazing. The resort is large, with large beautiful clean pools and landscape, clean, comfortable large rooms, excellent food with very little wait for a table even during busy times. But best of all, is the staff. The staff is so friendly, helpful, professional, knowledgable,extremely well trained. I felt like a VIP my entire stay.
March 17, 2014
Rated 2 out of 5 by BlackRooster Shocking
front desk staff is terrible
concierge was terrible
GM Carlos Gonzales was absent over several requests
but great view
March 16, 2014
Rated 5 out of 5 by History28 Looking forward to retuning often
We enjoyed an extended stay from 3/2-3/15 using two reservations, the first for a studio and the second for a one bedroom villa. It was our first time staying here even though we bought SPG vacation ownership for this property 6 years ago, sight unseen. We never regretted that decision as any 5 star owner and/or platinum guest knows the overall value for hotels, travel and special events.
Here are some tips:
1. We treated ourselves to private pick up service at the airport through the hotel concierge. It was well worth it and the price was better than the other services found on the CUN website. You can always take a taxi back to the airport from the resort.
2. It is true that you should not arrive before noon and expect your room to be ready. Yet, the front desk staff are very professional and understanding. Omar took terrific care of our needs, especially the transfer from one room to the next with our two reservations.
3. The entire concierge staff is superb and we were fortunate to have Ailne guide us through some great suggestions during our stay. We also really enjoyed meeting Fernando at an SVN presentation who gave us some good tips on future Starwood plans for owners.
4. This property also has a unique owners lounge for SPG platinum and SVN owners available during Monday through Friday. It is a great place for a cup of excellent Mexican coffee and to meet other owners to share stories. We want to thank Michelle, the concierge at the owners lounge, for being so kind and helpful with restaurant suggestions and for splendid conversation.
5. The resort is in a perfect location with an upscale mall across the street and a convenient bus stop for those who want to go food shopping to fill up the refrigerator or to use the grills on the property. Taxi service is also readily available. You really don't need a car.
6. Do schedule a spa treatment if you have time. The service is outstanding and the therapists are quite good. Thank you Carlos for being so helpful and for continuing to check up on the treatment.
7. We really enjoyed Duna, the Sports Bar, especially pre-March Madness. The other restaurants on site were also very good.
While we read earlier reviews about poor internet quality, that does not seem to be the case now as we had no trouble. And yes, there are some inconsiderate guests who grab up lounge chairs early especially by the pool. Unfortunately, this seems to happen at many resorts. We chose to use the lounge chairs on the beach and then would just walk up to the pool areas to use the pool or the jacuzzi. The views of the water and the perfect white sand are better there anyway.
Finally, thanks to the entire management team of this property and to the many other wonderful staff members who truly went out of their way to make our vacation so special. Juan the lifeguard would like to remind us we are in paradise at Lagunamar, and we certainly look forward to planning our next trip to Cancun and returning to our home resort soon.
March 15, 2014
Rated 5 out of 5 by Marti27 A wonderful family vacation
From the moment we arrived, we knew we would have a great time. As soon as you walk in the hotel, you see the multiple arrays of blues (the fantastic infinity pool, the ocean and the clear blue sky) which sets off the vacation with a bang. The rooms are large by any standards and very well maintained. Overall, the hotel is impeccable and the staff is always ready to help you. Highly recommend this hotel for families.
March 12, 2014
Rated 5 out of 5 by LauraW Beautiful Resort, Amazing Staff
Our stay at the Westin was amazing. Of course Cancun is spectacular, but the genuine staff at this hotel made our stay the perfect vacation that it was! They are truly happy to see you each day, call you by name, and meet every need with a smile. The food was always good, the theme nights were very well done and the property and grounds were spotless. I can't say enough nice things about our visit...I wish I could name every staff member by name, but a special thank you to Felipe at the Pool Bar for being so kind. We will be counting the days until we can return.
March 8, 2014
Rated 5 out of 5 by dreamtso Great experience
We stayed at the Westin from 2/15-2/22. The stay far exceeded our expectations. Maggie the concierge was outstanding and helped us plan day trips, make dinner reservations and just get to know what we could take advantage of. For me the highlight of the trip was Willie at the Viento Restaurant. Willie took the time to get to know the entire family. He greeted the entire family throughout the day and was quick to offer anything we wanted to non alcoholic smoothies to the good stuff. he even took the time to work on my 9 year olds Spanish!. People like Willie and Maggie make this a must stay!
March 7, 2014
Rated 3 out of 5 by Ellen1028 Disappointed second time around
Many of the little touches that made this a memorable experience the first time we visited were gone. Concierge was extremely pushy about the vacation ownership presentation to the point where we had to walk out of our way to avoid her, and her recommendations for the day adventures were poor. Housecleaning staff was mediocre - floors were sandy all week and twice they arrived to clean at 5pm - right when we were returning from the beach/pool to get ready for dinner. We were not treated at all like preferred guests by check-in staff, concierge, etc. despite our loyalty to SPG. Overall, service was lacking. Pool and beach remained beautiful and clean. We had considered making this a yearly trip, but are now reconsidering.
March 4, 2014
Rated 5 out of 5 by uppermichigan a wonderful vacation
My wife and I had a wonderful experience in Mexico. The hotel food was very good. The service was awesome. The view from our room was perfect. The pool and bar area was very clean. I would recommend this resort to families . Overall a very relaxed and enjoyable first time to Mexico.
March 2, 2014
Rated 3 out of 5 by Mt123 Disappointed
I understand this property is a owners association, but during this stay I felt racial bias towards us.
During breakfast at Oceana, we were denied outside tables though tables were available. First day I ignored, but on second day I asked the lady as why you did not give us a table outside thought there were plenty available. She replied- " you can sit now if you want". By that time we were already eating and these are some expensive breakfast buffets.
Secondly, my husband ordered oatmeal from the menu. The server got us plain oatmeal with nothing on the side. While we saw him getting oatmeal to others with nuts, fruits and some other stuff on the side.
We went for drinks to the sports bar and it was 15 minutes before their closing time. The server said " why don't you go to the other bar ..they have happy hour going on"... Not in a good way.
Third incident, during breakfast first 2 days , the server was getting chocolate milk for my son around when we were ready to leave. The list goes on.
I am a platinum SPG member and this has been the worst experience so far. I am very disappointed and would not suggest any one from similar ethnicity to go there.
March 2, 2014
Rated 2 out of 5 by Chicago34 First And Last
Lagunamar is a great property very nice pools and beach, great location. It is a shame to get poor service from this property.
Front Desk Supervisor Hector was very rude while he is handling my check in. I had breakfast included in my room rate he was telling me other wise, after I showed him my confirmation email saying that i have full breakfast included.. this is how he responded!! I LET YOU HAVE THE BUFFET!! My friend you dont let me have the buffet I paid for the Buffet.
I wish we never had breakfast at your restaurant. Poor Service. Server just drop the coffee pot on the table with no cups No greetings what so ever.
I feel like all Hotel customers treated different than vacation owners.
When I was checking out I still got charge for breakfast i waited 45 minutes for supervisor to come in and fix the problem.
Well supervisor was Hector !! He was eating his dinner thats why i waited 45 minutes. I was told he was in the meeting,
but they did not know I can speak Spanish
His co worker confirm that he was eating.
over all Horrible experience as far as the service. As much as I love the property I am sorry I am not coming back.
February 28, 2014
Rated 4 out of 5 by Lagunamazing Great resort and staff
Took the family for an 8 night stay at this resort and was not disappointed. The pool areas are amazing, staff does a great job though in my opinion seems a little short staffed. Rooms and views (room 276) were great and without problem. We could make our own meals and had a great time sampling the cuisine available at Oceano and area restaurants. The mall across the way offers a bunch of entertainment options. And the beach is amazing, too.
February 23, 2014
Rated 3 out of 5 by SMNYC Ain't what it use to be…
Great property. Management is obviously ignoring feedback noted here since every response is the same. Noted horrible service in writing during stay and spoke to the Asst. F&B Mgr. who was sad for our experience. No comments from hotel mgr. or front desk on their lack of communication & bad service. Should've known when I had to email twice for every request. Leadership needs to change to make these employees love their jobs once again.
February 21, 2014
Rated 3 out of 5 by zero7 Recommended - for timeshare guests only
My husband and I stayed at this lovely resort for 2 nights. The property is fresh, up-to-date and well located; the spa was a pleasant space with good service. I would highly recommend this hotel . . . if you're a timeshare owner or interested in becoming one.
As a non-owner, we were dropped at a different entrance with a separate check-in. After declining the "ownership" presentation, we signed the check-in paperwork for a King Villa (we had upgraded at the time of making the reservation online); the room we opened the door to was a queen with a pull-out. We returned to the front desk to get a King room, were told that they were 100% booked and given no other accommodations. [Property wasn't even close to 50% full from the number of lights on at night.]
From our room, we were connected to Starwoods by phone in order to cancel our second night. No accommodation was made because we were outside the cancellation policy window. I am disappointed that Starwoods did not assist us.
February 18, 2014
Rated 5 out of 5 by grannytx2 Rest and Relaxation
I just finished my fourth stay at Westin Lagunamar and look forward to visiting again. Building 14 offered the best views to date for watching the sunrise. My visits have been for rest and rejuvenation and each time my expectations are exceeded. The most rewarding for me has been the massages given by Manuel. He is very in tune with your individual needs and his knowledge and techniques are apparent in the quality of his service. Most recent were the "Guaje" massage and the Mayan ritual. If you are thinking of having a massage, I recommend late afternoon or evening in the beach huts and also booking with Manuel. You will not be disappointed. I would also like to thank the round the clock workers, which include the beach groomers, who are out at 3:00 a.m. so the guests will have a perfect beach upon rising. Keep up the great work!
February 13, 2014
Rated 3 out of 5 by Nach Great facilities bad mangement ..
Facilities were awsome.. But, we received calls by 9;00 AM several times (much too early for vacationers who might want to sleep in..) to try and get us to go on the timesharing promo ..
There are various buildings and thus more than one concierge and they do not communicate with each other, creating many situations of having to walk back and forth numereous times .. we also had a food delivery which we called ahead of time and asked for a call on our cell phone when it arrived while we were poolside (as it turns out we spoke with a supervisor) yet after calling a number of times and being told it hasn't arrived. We went to each building and asked each desk about it ..one concierge finally said "you have two packages and you need to tell me which one before I can give you the information" (the second package was the WELCOME package which we never recieved since we did not go on the promotion tour) we finally found it at the concierge desk in building 1200 (we were in building one) sitting on the floor for over an hour.. we asked for the supervisor but got tired of waiting and left.. (we never received a follow up call from anyone!)
there was also a religious group of guests that needed some space for paryer and they were relegated to do it outside.. being told by the managemnet "you are not our target market" (despite the tremendeous amount of empty spaces throughout the property) "since the group only represented only 8% of the hotel's business"
February 11, 2014
Rated 5 out of 5 by Terri56 Fantastic location for condo
Great pools, amenities and right next to the beach. All rooms have a beach view. Barbecues and great kitchen. Our daughter was so impresses she bought a week!
February 8, 2014
Rated 5 out of 5 by KZtraveler Great Experience
An ownership hotel. Great staff, great service. A great place for families with kids. Always a bit windy and the beach can have strong rip currents.
February 5, 2014
Rated 3 out of 5 by Cchriscap Not up to Starwood standards
nice for the timeshare kind of crowd. Not for those looking for kuxury.
Food at hotel is poor yest staff at pool and beach were great.
Spa was run of the mill and a waste of money
January 27, 2014
Rated 5 out of 5 by kayla123 The perfect place to vacation
We took our family with us to celebrate our 50th anniversary. There were 11 of us and we were treated like royalty the whole time we were there. The restaurants were great, and the staff was so helpful and friendly. The pools were fun for the younger kids, and the beach has white sand and warm water. Fun restaurants within walking distance too.
January 23, 2014
Rated 3 out of 5 by sgraneiro Platinum status not recognized and dirty room
In a hotel in which app. 85 per cent of the rooms have ocean view, I was given a room across the parking lot, on the first floor and facing a walkway to the swimming pool. When asked, the staff confirmed that it was the best room available
Only upon my discovery that the bathroom sink was full of hairs, they rushed me to a marginally better room; it had some ocean view, but it had no privacy since it was still on the first floor and facing the jacuzzi, so everyone in the jacuzzi can see directly into the room. Therefore I had to keep and curtains closed and could not enjoy the "partial ocean view". I asked to change rooms repeatedly but was conveniently ignored by staff and management
This hotel was a big let down for someone like me who usually brag to family and friends about the benefits of being Starwood platinum
January 17, 2014
Rated 5 out of 5 by Ben87 Beautiful and clean
We came here for our honeymoon and had a wonderful time. Right from the start the staff was so helpful. There is an abundance of staff throughout the hotel ready to be at your service, and a special thanks to our personal concierge, Judith, who helped us choose activities and made reservations for us. We felt like she really cared for us. The pools are gorgeous and spacious. From the pool you are able to overlook the beach; just a magnificent sight. The room was clean and they all come equipped with a kitchenette and balcony. The bathroom has a jetted tub and a really pretty shower. It is in a great location, across the street from la isla mall, and a 5 min bus ride to the nightlife down the strip. Everything you need is in the resort! Me and my wife couldn't have asked for a better vacation!
January 13, 2014
Rated 3 out of 5 by Raj99 Poor Service - Good Rooms/Hotel Location
My experience at the Westin Lagunamar was mixed. The issue I had is the service in the hotel was poor and become a distraction from fully enjoying my vacation. However, on a positive note, the food was pretty good when you finally got it, the rooms were quite nice, beach is solid, and the hotel location was very convenient on the hotel zone. I ended with a 2-3 overall rating only to highlight that the service was really weak. If they would have just staffed properly I could see this as a 4 rating hotel.
The Food Service was painful. I can't blame it all on staff as many of them work very hard - I believe management basically understaffed restaurants / bars / beach during the peak Christmas holiday. At the end of the day "penny wise pound foolish " as they must have lost a ton of revenue as we and others just ate and drank less in the hotel. My example is from the first day...it took 2+ hrs to get lunch at the pool bar (15 min to get dirty dishes off our table, 30 more min to order, another 1 hr to get the food, 1 round of drinks the whole time, another 20 min to get a bill). You would hope this was a bad day anomaly, but basically the same story on other days. Also same for breakfast. In general, we learned to order all at once and ask for the check when the food is delivered. Also learned to eat outside of the hotel. Another big disappointment was the Service on the beach which was almost non-existent.
The other service gap was the concierge desk and water activities desk by the pool. I had a "personal concierge" reach out to me in advance of the trip to ask if I needed anything. I sent them a request for dinner reservations for the week. After arriving I realized nothing had been arranged. I tried over many days to get them to assist in making the reservations but each time nothing happened...and nothing was put in my room record. So each time I went back a new staff was there and they knew nothing about the request. I wasted so much time checking, re-checking and re-discussing reservations. This was really unacceptable as it impacted my time and ability to arrange activities. The water activities guys by the pool were similar, bad communication between staff from one day to the next and unable to close out simple reservation requests.
On a positive note they had an activities guy who arranged different beach and water activities. Nice kid. He organized beach soccer, beach volleyball, group pool activities, bingo, etc. Nice touch that was memorable for the kids.
Other positives were the rooms. Nicely equipped with kitchenette / stove, large fridge, washing machine, etc. Bathrooms were large and nicely updated. Recommend the 1 bedroom suite...really spacious and nice. Once of my friends had one overlooking the beach...awesome view. if you get a second adjoining studio it creates a nice two bedroom apt.
Location was convenient. Mall right across the street. Bus stop at end of hotel driveway. Most of the nice restaurants are just minutes away.
So even with my low rating, I would not say to skip the hotel given the positives - especially if you have Starwood points. Just be prepared to deal with services challenges. Hope these lessons help you navigate the system.
January 6, 2014
Rated 5 out of 5 by HookemHorns85 A great resort experience
Our family spent a week at this resort for Christmas. The facility, food, pools, beach, overall level of service and friendliness....all were really excellent. A special commendation for our concierge Alicia who gave truly excellent advice....listening for what we wanted and giving great recommendations around the Zona Hotelera, Cancun downtown, Isla Mujeres, and the hotel property itself. Our meals at the hotel were also good, meeting or exceeding expectations.
December 31, 2013
Rated 1 out of 5 by Ndplatinum Did not meet expectations
Internet was almost unusable. Staff was not very prompt and always used high season as an excuse. Even the children's activities never started on time and small children were left standing in the sun for a long period. There was a lot of miscommunication amongst staff for any requests made. I donor plan to use this property again.
December 30, 2013
Rated 5 out of 5 by Daniel13 Staff helpful
Our concierge was Violetta, as in previous visits. She was wonderful and warm.
The maids were also very nice.
The towel person, Francois, we also very helpful when we lost a baby's swimsuit - he looks thru ALL the towels in the bin; no suit.
A wonderful stay, and a wonderful place for our grandkids. We plan to return.
December 28, 2013