Rated 4 out of 5 by Evlogem Huge Category Increase
Wow Starwood Hotels, it was very disappointing to see that you moved this hotel from a category 4 to a category 5 hotel. That doubles the amount of starpoints needed for a 1-bedroom room. I understand that this then makes the option of a timeshare more "sellable" for you, but for those guests that have visited numerous times, it makes your $500 room rate and spg program unattainable for most!!
March 17, 2015
Rated 5 out of 5 by Spynman Exceeded our expectations!
We had read the reviews, asked around and had prepared ourselves for our vacation!
Usually there is a letdown, but what we got was even better than we imagined. This property is stunning and what is great is it is consistently being cleaned and rejuvenated. We got a one bedroom suite and honestly, I could live in that apartment. It had everything you could want for, full kitchen with accessories, stunning view, outdoor breakfast nook and more. The shops are across the street, and the restaurants are everywhere. We went to a grocery store that was one of the nicest ever and that was a quick bus ride away. The gym is great, and the wireless in the village is good. Just got back last week and can't wait to return. Westin Lagunamar we look forward to seeing you again soon!!!!
March 20, 2015
Rated 5 out of 5 by azjewelz family time in Cancun
Loved our time at Westin Lagunamar...great trip recommendations, help with restaurants, family pictures... everything was fun and easy--looking forward to coming back!
March 20, 2015
Rated 5 out of 5 by Dunner15 Excellence at its best
This place real is excellent. The view from your room never gets old this was our 4th visit to Lagunamar in fact we have already committed to returning next year for a fifth time. The suits are great and everything is supplied that you will need to prepare a meal. If you don't want to cook no worries the food on resort is excellent and there are numerous restaurants near by. Also there is now a grocery store a block and a half away walk there taxi back.
March 4, 2015
Rated 2 out of 5 by jp1987 Disappointed Lifetime Platinum Member
I really hate to have to write this review, but right now we are in the middle of our vacation and I did not want to wait until we got home. I stay approx. 50 + nights with Starwood a year and I am a lifetime platinum member. So, to say the least, I travel a ton, stay in many hotels, and have seen a lot. This has been by far our most disappointing experience at a Westin Hotel. Most of the reviews are very accurate in some areas, I believe we might just be having a bad run at this resort. It actually started when we checked in at almost 5 PM!! Check in time is actually 3PM. LOL. So, we decide to eat something as we have been traveling all day. We get to restaurant around 5:30 by the pool and literally waited 15 minutes before anyone waited on us. Once we finally were able to get waited on, they waiter seemed very annoyed as they were closing at 6 PM. Seems crazy considering there are only two restaurants in the hotel. the food was less than impressive, along with the service. The next Morning we went to the Oceano restaurant for breakfast, as we received breakfast vouchers for being Platinum. Once we get there they informed us that the vouchers were only good for the bread and fruit. Anything else is extra. I can live with that except that they charge you for the coffee..LOL. We ordered two eggs and literally waiting for 25 minutes and they never came. They had ONE person working the grill for the buffet folks. The line was easily 10 people deep. We decided to leave and did not even get to eat after 45 minutes. So much for the free Vouchers. I guess you get what you pay for. So, we get back to our room after a day at the beach and our AC is not working. We call down and ask them to come up and fix the AC while we were at Dinner. Once we returned from Dinner 4 hours later.,...Still not AC. Apparently, the maintance folks got confused and went to the wrong hotel room. Finally by 10:30 PM we have AC for the first time that day! I go downstairs to complain and they wanted to offer me more the of the breakfast passes. I just had to Laugh. I spoke with Alejandro, who was the manager on duty and he indicated he would look into these things. I still have not seen any response or feedback. Just to put salt in our wound, we went back to the buffet to give it another try this morning. I asked the front desk for a FULL breakfast pass that included the hot food and he gave me four passes. We went to use these four passes and the two continental buffet passes (total of 6 passes). We had 5 people (3 kids 2 adults) and the waiter brings me a bill for ONE orange juice. He indicated that we had already closed out the bill before we had the orange juice and he was going to have to charge us. LOL. I told him we actually had an extra pass and he still pushed the issue. Its not the money, its just the principle of the matter. Not sure if customer service is even in their vocabulary. The waiter was Jaime Morales. I would have a hard time having him interface with guests, if I was in charge. What a way to spend your vacation. Overall the hotel is nice, location is great, rooms are spacious, but there is just something missing here. I really like our Concierge, Sergio Garcia. Lack a food options and service issues seem to just plague our stay. I want to move hotels, but my wife will not let me. What a bummer way to spend your vacation, along with $450 a night.
March 8, 2015
Rated 5 out of 5 by Leigh25 One of my all time favourite properties
I stay in many hotels for business each year so a another hotel stay isn't always a treat for me as with others. This hotel feels more like a well kept condo on a fantastic beach! The amenities in the kitchens allow you to make food to your liking at the time you like. The well placed and well cared for grills around the property allow you to BBQ to your hearts delight. Even though you are across the street from a mall ( La Isla) you feel like you're not in a city. The property is well situated with the most beach frontage of ALL the hotels along the strip and each and every room has a glorious beach front view. The staff is engaged, professional and caring. I love staying at this property and would recommend it highly to all my friends and family.
December 29, 2014
Rated 3 out of 5 by JoT43 I was disappointed this time
We were planning this vacation with all the family for months. We raved about the villas. We were in building 900 and its needs some work. The breaker box kept clicking off when you used more than one appliance. We had ants in the bed and more cockroaches than any other visit. Toilet seat was wrong size and had to be replaced. Coffee maker was broken. My grand-son was ill and requested a thermometer and they never showed up.
Floors tiles loose in 928 and 927.
We plan on returning and hope our experience will be better.
July 3, 2014
Rated 4 out of 5 by MaryJRich Poor Maintenance Response
Overall thie property was lovely. However, we had problems with things in our room that didn't work which we notified the staff our 1st day. The terrace door from the living area didn't open. Also the light out there didn't work which was bad for me because I like to sit on the terrace at night & read. The light above the stove didn't work. Right off the bat there was a problem with the Dumas Bar check. They didn't give us our 20% & it was a big hasle to fix it. Our Concierge never called back to confirm our dinner reservations. We had to call the front desk 4 times to get someone to help us with our luggage when checking out. There was an error on our final bill when checking out. I know these things may seem menial but we paid good money to buy into this property and weren't made to feel special at all. It this is how they treat Owners, I feel sorry for the regular people!
March 13, 2015
Rated 5 out of 5 by Aristotle FABULOUS beach vacation
We recently spent two months at The Westin Laguna Mar in Cancun. Two months you say? We have been guests there since it opened and gradually led up to a two month stay. While some seniors go to Florida for the northern winter months, we go to Cancun. We have the one bedroom villa replete with a luxurious bathroom, fully appointed kitchen, comfortable living room, dining area large enough for 6, and an equally grand bedroom with The Westin Heavenly Bed.
We have many reasons for choosing The Westin Laguna Mar. We love being at the beach and pool (especially, when it snows up north) and the staff and support people that maintain the hotel are amazing. The concierge team helps each guest with any request, no matter how inconsequential or important. The waiters always have a smile and the pool attendants are always ready to make you comfortable. Then, spa personnel come around to offer a free mini massage. But the most fabulous of all, is sitting at the dining room table in the morning with my warm freshly baked bread (from the mini market), a cup of coffee, and the daily newspaper watching the shifting sands and ever changing ocean with its varied hues of blue to aqua.
I hope I have enticed you and lured you to visit this paradise.
February 28, 2015
Rated 1 out of 5 by Unsatisfied11 Don't come to this place
I felt like they reserved the worst rooms for SPG members. When we checked in around 3PM, they had us wait about 2 hours until the room was ready. When I and my wife specifically asked for a nice room with a good view, they answered "sure". Later we found out it was a room right above a restaurant and a view of ROOF. We had to wait more than 1 hour to get our bags. We have been to other Westin Hotels and we expected "Westin services" but it was most terrible experiences we ever had with Westin. Avoid this place at any cost
April 7, 2013
Rated 5 out of 5 by Trizia PERFECT!!!!
This is NOT just a swanky hotel but a REAL RESORT....one where u never want to leave and u have no reason to go anywhere else as everything is right here on the property and it is BEAUTIFUL and PEACEFUL......we hated leaving......our stay was perfect from the 1st moment that we arrived!!! There's an onsite market to purchase grocery items if u prefer to not eat out all the time and u can even buy steaks and cook them yourself on the outside grills.....the food at the onsite restaurants is fabulous and so is the service....they have "theme" nights too.....best Sangria I ever had was at Mexican night....and I loved getting the massage in the Hut on the beach...yep like I said we didn't want to ever leave and we can't wait to go back!!!
November 7, 2012
Rated 4 out of 5 by AF76 Great property and location
I am SPG platinum and a Starwood Vacation Owner. We stayed here last March and it was great.
Pros: Rooms were beautiful and clean. The concierge was extremely helpful, and booked a great Chichen Itza tour for us. The restaurant food (brunch and dinner) was wonderful. The beach was not too crowded, we easily found chairs on the beach in the shade every day, at all different times of day. Great location across from mall with movie theater, TONS of restaurants, aquarium. Nice pools, lots of outdoor grills for use. Cons: It is true that status won't help you, but if you know that going in, you won't be disappointed. Rooms are so similar anyway. Balconies are a bit small.
February 17, 2012
Rated 5 out of 5 by ChrisAz Anniversary Vacation
The Lagunamar Staff are exceptional. It is one reason I have become a 4 Star Elite Owner, they take care of me. The Front Desk is very good, the Elite Concierge take care of every need, and Managenent always keeps an eye out for guest comfort, especially Owners like myself. I wish to especially recognize my Elite Concierge Emma. She coordinated with Management and the Front Desk to ensure our reservation requests were completely satisfied. In Oceano, a premiere restaurant on site, Armando. He is like family and he knows what guests need and is always trying to make sure we are happy. Lastly, the entire staff recognize who we are and strive to make your stay as pleasant as possible. It's like being home, but with the Caribbean in your back yard.
March 6, 2015
Rated 5 out of 5 by JulesfromHouston We loved it!
I took my three year and four year old sons for a week in December and all they have talked about is going back to Cancun ever since. My little one came down with a sinus infection while we were there and the hotel doctor saw us right away. He was great with my son and the pharmacy delivered medicine to the hotel within a half hour. The medicine worked and we were back on the beach the next day. The beach is lovely and the photographer was great. We plan on returning sometime before the year ends. We went to Cozumel a few months ago and realized how much we missed the Westin Lagunamar! Hope this helps other families -- I normally don't write reviews, but this place was great!
August 16, 2012
Rated 3 out of 5 by DavidKo Underwhelmed
Our first stay at the Lagunamar was far more satisfactory than our most recent stay. The staff this time, although very friendly, had issues remembering what was agreed to and fixing their mistakes.
Resort is beautiful and bell hops and general staff is very nice. Front desk at check in needs to be re-trained to eliminate errors.
Oceana buffet is not very good but their off menu food is great.
Concierge needs to be more interested in helping than selling. It is ok to answer questions over the phone!
July 3, 2014
Rated 4 out of 5 by HotelRealist Great family resort
We had three rooms, eight people (three generations) staying at the hotel over Christmas 2011. The rooms were immaculate. The kitchenette and washer/dryer came in handy. The multi-level, infinity pool was fabulous. We never had any trouble getting lounge chairs. The beach was well maintained and easily accessible. The pool side menu was good for a quick snack. Since the facility is located across the street from La Isla mall and several restaurants, it could not be more convenient. Special thanks to Victor and Sergio who went out of their way to recommend restaurants and made us feel at home. What I would change: Internet did not work for days at a time. Do not count on even receiving e-mail headers. Please do not count on the Internet as a means of communication. The elite concierges were less than helpful. Violetta claimed to have made reservations that upon arrival did not exist. She also provided discount cards that were invalid at their own hotel!! If you want the real scoop, ask Victor. I've been staying at Starwood properties as a platinum guest since 1997.
December 28, 2011
Rated 2 out of 5 by JRD24 Our experience at Westin Lagunamar
We stayed at Westin Lagunamar last week. In many ways, I don't think this is typical Westin. In our four nights stay, the room was serviced only one time. If that was their policy to service the room only one time a week, they should have made it clear upfront.
The daily fresh towels, and small amenities like shampoo, lotion etc. had to be called in daily. It took us over three hours and three follow up phone calls to receive the fresh towels. Coffee packs, creamer, sugar for the daily morning coffee are not supplied. You have to make your own arrangement. The mini market at the Hotel sells the coffee, sugar etc. but not the coffee filter for which you have to go to downtown. When you are there only for handful days, last thing you want to do is spent over half a day in buying grocery items and throw away all the unused items at the end of the stay. Came across as very ineffective model for the guest services.
Also, we found check-in process extremely slow and took such a long time even though we were about 4th or 5th in the line. We expressed our concerns during our stay with concierge desk as well as with SOV representative, but did not seem to have any action taken on our issues.
We have stayed at many Starwood properties in many countries and it has always exceeded our expectation. But this was totally on the other side and makes us think, should we even consider to stay back here again?
If you are travelling with family, least you would like is daily clean room and some basic amenities provided. I don't think this is too much to ask. For the standard rate Westin is charging for this property, believe me, there are many other choices where you will not have to go thru basic agony.
On the plus side, the location and pool are very good. Proximity to beach is also very nice. But the overall guest experience and responsiveness of the staff requires a serious improvement.
July 14, 2014
Rated 1 out of 5 by Sage2014 Not a great experience
Really a bad visit for me and my girlfriend while on vacation.
1). Expressly told us they would not honor my SPG gold status during our stay. Thus, no ability to upgrade room and no 4pm late checkout.
2). Although indicated by phone that we would be allowed to checkout at noon, later Locked us out of our room at 11am and failed to send someone to let us in after several calls. We ended up going to front desk to get re keyed, but were late for our transit due to the mixup.
3). Service staff ignore the due not disturb sign and continued to buzz door while we were sleeping.
4). Really ignored our request for a specific room with a view of the ocean. I understand that they have a lot of construction going on, but it is offseason and they made no real effort to explain why we had no choice.
October 14, 2014
Rated 2 out of 5 by JoeyMexico Disappointment
I recently stayed at Westin Lagunamar hotel and was extremely disappointed by the level of service. My wife and I used 40,000 starwood points combined and expected more. We began the trip with confusion over our reservation, we had to produce an email confirmation to convince the concierge of how our reservation had been made. We had also requested an early check-in when speaking with our Starwood ambassador, and when we arrived at the hotel our room was not ready and we had to wait 3 hours for our room to become available. Which was then preceded by receiving a room that was not cleaned (bed undone/industrial vacum cleaner in the closet). It took three requests to have the room finally cleaned.
Next, I received continental breakfast coupons as a platinum member, which my wife. I asked the front desk, in person, if I could utilize two of these vouchers for a different day, since my wife and I would not be using them on consecutive days. They said no, we had to use these vouchers on the designated date or forfeit a breakfast, which made ZERO sense to me.
Then we went to the restaurant and were informed, after we had "selected" an additional item, that it was not included in the breakfast package, which I thought was EXTREMELY rude, since it was already on my plate. Then the waiter said, "he'll let this one slide," as if he were doing me a favor. The waiters kept starring at our plates to make sure we weren't adding other items, which made breakfast very uncomfortable. My wife and I were speechless, as this transpired in front of other guests.
We went to breakfast on day 3, and were informed by the restaurant upon arrival that our room (845), had a credit card issue (SPG American Express), and that we couldn't add breakfast to our tab. I asked them what could be wrong, and they said I might have reached my credit limit???!!!!
Luckily I had my wallet on me so I didn't have to walk back up stairs. After another miserable breakfast, I spoke with the front desk and they apologized for this inconvenience, and said the "system" did not keep my card on file.
My wife and I value our starpoints, as we travel quite a bit for work, and utilize this program to unwind. I expect more from Westin properties, and starwood in general. We have been to this property before and had a wonderful experience, which is why we decided to come back, but in general the level of service received would truly make us consider returning in the future..
July 7, 2014
Rated 4 out of 5 by oneworldtraveler Great pool...
So the room we stayed in was basic and a little small, but the ocean-front view made up for it (every hotel room at this resort has an ocean-front view which is amazing. Someone really put thought into the design!). That being said, even though we had a basic room, there was a smallish kitchen space and dishwasher and the hotel staff would also take care of washing dishes if you used the kitchen at all. The rooms are set up that way because many of them are timeshares (and are also up for purchase) and people tend to stay a while. There's a little grocery store in the hotel where you can get several food items and a movie rental service, which was awesome as there's not a ton to do in Cancun once the sun goes down and you aren't a big clubber. Location-wise, the hotel is right across from a large mall/plaza of shops which is also very nice and convenient. All that being said, my favorite feature of the hotel was the infinity pool , which cannot be beat. I don't think I've seen a pool that large anywhere else. It offered a swim up bar, and when you're half swimming, half lying there in the pool staring out at the ocean with cocktail in hand, you know you're in paradise. Get to the pool early to reserve a beach chair though, as those go fast. Overall, a great experience and we'd definitely go back!
October 22, 2011
Rated 3 out of 5 by TTVV Average hotel
stayed at the hotel for 7 nights end of march
-very nice and big pool
-platinum breakfast in Oceano is very good
- just accross La Isla mall with decent dinner opportunities
-pool concierge: I was at the pool every morning around 6.30 to get decent chairs at the pool. Got very frustrated that all the good located chairs were already taken at that time so tried another day 5.30 and noted that the pool concierge were covering all the good chairs with towels, body boards, shoes from people, sunscreen, magazines, etc so they were reserved for the people who arrive at the pool around 10am and sign the pool concierge for getting their "reserved" chairs in exchange for dollars. I didnt expected to see this in the hotel.
-wifi is very bad, even landline is slow (ask the concierge for private access point to be connected in your room, deposit of 300$)
-owners (time sharers) are more important than renters, main building front desk and concierge doesnt care if you are platinum, some of them didnt knew what platinum was. Only the front desk in second building does.
- platinim concierge is ok, but all the activiteis/trips they offer are at least 25% more expensive than online.
- house keeping came between 3 and 5 pm, as sunset was around 4.30pm we often had to wait outside our room until housekeeping was done. Cleaning was not well done, trashcans not emptied, etc
-pool bar: if you tip 20-25% you will be much faster served than others, especially during happy hour.
- No Platinum upgrade to 1 bedroom although available on the SPG website. Front desk said the availability online was not reflecting the true availability...
April 3, 2013
Rated 5 out of 5 by nick What a great vacation. Absolutely the BEST !!!
Spent New Year's Eve 2015 and the following week at this awesome property. Everyone there deserves a special thanks. I've never felt so much at home at a resort as I do at the Lagunamar. The staff is so friendly and never forgets a name. You're greeted with a smile and that smile never leaves anyone's face. There's nothing they won't do to make you enjoy your stay even more enjoyable. Congrats to Pedro on his great Food and Beverage crew. Everything they serve is fresh and tasteful. Armando, the Duna Sports Club bartender, was extra special. He goes way out of his way to remember our favorite drinks and to make sure everything is up to our expectations. He also works in the bar at the "Special Themed Nights" and was the best !!! We can't say enough about any of the staff and we welcome the new Executive Chef. Without a doubt, the property is spotless, the food is spectacular, the rooms are beautiful and the grounds, pools and beach are the best in Cancun. We love this place and will be back again soon.
January 21, 2015
Rated 1 out of 5 by Aurora13 RUINED WEDDING ANNIVERSARY
The hotel is beautiful, we went for our 44 wedding anniversary and we own a studio. Someone made an error in the hotel and we were given for part of our stay a one bedroom villa. We were never told it was a cash reservation. We have been trying to correct this but the Hotel refuses to correct it and we were charged $1.400. dollars.Be cautious when checking in, make sure you have the right room and don't get overcharged like we did.
September 7, 2013
Rated 5 out of 5 by nomi Comfortable and friendly
Despite it being Christmas week and filled to capacity, we never felt overlooked or unattended to. The two bedroom lock-outs are most comfortable. Staff at breakfast and at the pool were attentive and efficient. One day, my grand-daughter cut her foot at the pool and a life guard came and attended to it effectively and in a most timely manner. I use this property as a time share. i know some use it as a hotel. The advantage of that is daily maid service. For time share owners, I recommend paying for daily maid service. Special shout out to management who made sure our room location needs were met. Overall, a wonderful and relaxing week.
January 7, 2015
Rated 5 out of 5 by PeterRM Nothing finer - Simply the best!
We are Platinum Elite SPG members and we consider ourselves well traveled. In my experience Lugunamar is the very best there is in every category of service from check in to check out. You can expect to be made to feel you are family as staff in every area of operation from food and beverage, to concierge, house keeping and front desk reach out to make you as comfortable and happy as possible. Lugunamar gives new meaning to the expression mi casa su casa.
February 27, 2015
Rated 3 out of 5 by Jay032013 This hotel is not upto the standards of typical starwood
Overall, I would rate my stay as below average at this hotel. I am a completely loyal starwood customer primarily because of the quality, customer service and comfort of the hotel. Unfortunately, this hotel fell short of those expectations. The service was below average and it started right when we checked in. The whole process (even as a platinum) was inefficient and not friendly. the internet connection was miserable and caused me a lot of work issues.
March 26, 2013
Rated 4 out of 5 by Stewart2411 Laguna Mar Pros and Cons
Pros: checkin was easy, concierge was lovely, staff are marvelous, grounds, pools and beach are wonderful, swim up bar is fun, waiters are awesome, massage was very good, overall staff is great!
Cons: had to wait until 5:30 pm to get into our room. Kitchen cabinets and refrigerator door dirty and sticky with spilled drinks or food, floor not clean in spots, area rugs stained and dirty (they must be steam cleaned or replaced), bed duvet had broken zipper and trouble staying on, tiles and grout in w.c. had stains, shower had mildew on group, bath cabinets not clean, sofa cushions stained. At pool, never enough chairs, pool bar drinks were weak.
April 20, 2013
Rated 5 out of 5 by Luv2vacation Gorgeous Property!
First off let me say I am not a time share owner. I am a SPG Lifetime Platinum Member. We stayed here in January 2015 for 4 nights and I did not write a review I really didnt think I could add anymore than was already said. We came back for another 7 nights in February 2015(last week). We love this property so I thought I should let management know. First off we checked in on a Tuesday and left on a Tuesday we had no problems at check in at all we were actually in our room about one hour before check in. I do think that check in on Saturdays are probably more hetic. At check in my Platinum status was acknowledged and I asked about a possible upgrade to a 1 bedroom villa we had reserved a studio villa, the young man who checked us in said Mr *** I was waiting for you and tried to get you a 1 bedroom villa but we just dont have one available but I have you in one of our best studio villas on the 8th floor with a fabulous view(he was right). So when you read reviews that people complain that they did not receive an upgrade these are people who do not know the rules of the SPG program you are not entitled to upgrades at resort properties. I know they do their best if they can just dont expect it if you want a certain room type book that room type.
The property is gorgeous, room was spotless(great job by housekeeping), staff were outstanding everyone I encountered was always willing to help you or answer a question. Breakfast staff outstanding super friendly and welcoming.
In January when we were there I felt the pools were a little cool not bad just a little cool same with the hot tubs. In February all pools and hot tub were PERFECT tempature great job Westin this is what we come for!!
This is one of my favorite SPG properties worldwide, beach is gorgeous, grounds are meticulous, staff deserves a job well done!
Our studio villa was spotless! Just wanted to say thanks to all at the Westin Lagunamar we might be back next month as well!
March 4, 2015
Rated 5 out of 5 by TMari11 Wonderful Second Stay
We just came back from an awesome week at the Westin Lagunamar resort with our family. This was our second time celebrating our anniversary there. This time we brought our family with us.
We stayed at the new section and had excellent views of the ocean and pool. The front desk was very patient with our various requests, accommodating them above our expectations. The concierge staff were excellent and helped us booked activities and day trips for our party of 12. The highlight of our stay was daily happy hour by the pool with Felipe, who gave us excellent service, making as feel at home.
We'd definitely go back in a heartbeat. Thanks for another great stay!
June 23, 2012
Rated 2 out of 5 by ronton Not a good experience for SPG members
We were staying in Cancun and had three Starwood properties to choose from. We chose the most expensive figuring we would have the best experience. Little did we realize when we made that choice we had selected a vacation property resort, which give none of the perks of being a platinum member. No preferred line at check in, no late check out, no water in the room, no upgrades, list goes on. Bell person didnt even come to the taxi to get the bags out (but it was raining). Couch in room is stained and room has a musty smell to it. Definately not 5 star.
January 14, 2012