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 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 2 out of 5 by rickatcancun great location, terrible staff
this hotel has an awesome location, and has a great pool and grounds, but the staff at nearly all areas could not be more rude and unaccomodating. We were promised when we booked the hotel an "premium ocean view room", and when we checked in, we received a room with a sliver of ocean view through trees from the 3rd floor. the room was in a corner, so the next building blocked most of the view as well. When I asked for a room with a better view as promised, i was told they were for Vacation owners only. The front desk employees were rude, the concierge was cold and rude, and the door men / bell hops were also rude. i don't know why this was, as they work in a beautiful place. I booked an excursion thru the concierge,and she clearly did not know how to work the booking computer, as it took over an hour for her to run my credit card, and then she made a mistake, and proceeded to take me to the front desk to add a bother 50.00 to my room bill. unbelievable!
June 23, 2014
Rated 4 out of 5 by Marjean Great Resort hampered by Construction
What a beautiful place and location.
While we understand the need to update the rooms, we wish we had known about it. The main restaurant Oceano was closed so we had limited eating facilities, the construction noise was 24 hours (fortunately not too close too our room) and the paint smell was very strong in our room.
On the very positive side, the staff, in particular, Judith, were so friendly and went out of their way to help you and make sure you were pleased with everything.
We had a studio villa which was too small for us but, it was a promotional stay and that is what they offered. It was well planned out even though it was small so we made the most of it.
Next time, yes, in spite of the problems, we will be back, we will be in a one bedroom and hopefully the construction will be over. It is a lovely resort with beautiful beaches and pools.
October 5, 2014
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 2 out of 5 by akamai The bedding was damp and had bad ordor
I've stayed 3 different hotels in Cancun in this trip, from low to high level, and westin was the worst one.
The staffs were nice but the room condition was bad.
1. The bedding was damp and had bad ordor. It was the same for two nights I stayed althoug with house keeping. The worst bed sheets I've ever had so far.
2. The bath tub was great but the drain stopper was not working. I did not want to call service as I already call for the safety deposit box earlier so did not complain. Just used with waters on.
Due to the damp bedding, I don't want to recommend this hotel.
December 4, 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 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 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 3 out of 5 by GoAstros321 Service needs improvement
Check-in staff was not welcoming and reluctant to really help address my questions. Instead, the check-in staff starred at me and said they did not know what to do. The concierge recommended very superficial restaurants that lacked the local vibe or food quality we hoped for. The house keeping staff was unable to deliver extra blankets and made me walk to the front desk.
October 6, 2014
Rated 5 out of 5 by Karen1974 Such a Great Place and Great Staff!!!!
I planned a girls trip to the Westin last year the week before Thanksgiving. The staff was very attentive, the manager at the breakfast buffet was the best. During checking the staff was quick and very professional, and even though this hotel has limited SPG participation they recognized me as a platinum member, checkout was just as efficient as check in. You cannot beet the location of this hotel, since they are not an all-inclusive hotel I liked that I could walk out the front door of the hotel cross the main drag and in less than 5 minutes be at the main shopping area in Cancun. I enjoyed the trip so much last year I am taking my family this year for 10days around Thanksgiving!!!!!!! Great people, great rooms, and great location!!!!!!!!
July 20, 2014
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 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 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 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 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
Rated 3 out of 5 by JohnnyC61 Disappointed in stay
The location of the hotel is perfect. The outside grounds are wonderful. The restaurant staff was very friendly and attentive, especially the woman bartender working in Dunes on Saturday and Sunday nights. The room was fine. But there were a lot of little things that turned me off.
Bed was small. Queen,
Bedding smelled of bleach
Bedding, towels and robe were dingy and gray.
There was no recognition of my platinum status.
When I met with the concierge it was more a sales pitch and less of his service.
Breakfast was acceptable not outstanding
May 29, 2014
Rated 5 out of 5 by PIP57 Great service and a great resort
My wife and I went for our 20th anniversary and it was a great choice. We got a room in building #1 with a great view of the beach and the resort. Quite frankly, I don't think there is a bad view for any room above the second floor.
Most impressively, everyone who works at the resort was fantastic. They were all so nice and were happy to engage you in conversation. Our concierge, Judith, was wonderful, as was Violeta who helped us when we arrived. They gave outstanding advice on where to go and what to avoid. Even the food was great (don't miss the Mexican theme night). I think my wife fell in love with Alberto at the Duna sports bar.
Of course, the best part is the amazing beaches and water. The pictures just don't do justice.
We will be back - hopefully soon.
July 19, 2014
Rated 5 out of 5 by HoosierfanPT Amazing Hotel!!!!
I've stayed at many SPG hotels and this has been my best experience anywhere. The location on the hotel strip is amazing...directly across from a nice outdoor mall. The beach and pools are top quality. The room was very comfortable and large. We did upgrade to a one room villa and I highly recommend doing so if you're there for multiple days. We didn't use the kitchen but it was fully stocked with supplies for cooking had we wanted to. The shower was awesome as was the bed and view. I can't think of one complaint.
July 21, 2014
Rated 5 out of 5 by orange2009 Great vacation destination
Gated hotel which makes you feel safe, friendly greeting as soon as you walk in, Fabian and Gabriel always made us feel like we were coming home each time we walked through the door, I would come back just to see them again, Viente provides a great lunch with super service, infinity pools looking out to the sea is a huge plus, grounds are gorgeous, every employee who spotted something out of place would stop and pick up a piece of litter or whatever to keep the place spotless, centrally located, feels like home.
July 21, 2014
Rated 4 out of 5 by IloveCancun great property
My husband and I stayed six nights in a studio villa. I really appreciated the layout of the room. The kitchenette is a little small for serious cooking but great for making breakfast and serving snacks and drinks. I enjoyed having a washer and dryer and a decent sized refrigerator with a freezer that made plenty of ice (bigger than dorm size) and the fact that the kitchenette was fully equipped with dish washing soap and laundry detergent. The location of this property is excellent. It is right across from La Isla mall which has upscale shops and some excellent restaurants. Bus service to downtown is readily available and inexpensive ( 75 cents per person). We took the bus several times to downtown to do grocery shopping and go to La Habichuela(excellent local restaurant which has the best chicken mole ever). We have been to Cancun many times and stayed in many different hotels but would love to return to this property.
September 20, 2014
Rated 5 out of 5 by JulesfromHouston Another great stay with my children!
My 5 and 4 year old sons and I had another fabulous stay this December. The staff are helpful as always. The rooms comfortable and the beach out of this world. We love the property and how it attracts the nicest guests. You can have groceries delivered so they're in your fridge upon arrival. Walk across the street and get your Starbucks. The hotel has staff photographers that take great shots on the beach that make the perfect Christmas card picture. We cannot wait to go back and we hope to return in the spring!
December 4, 2012
Rated 3 out of 5 by Felipe2013 Stay at Westin Lagunamar Cancun
The hotel facilities are impressive. Everything looked new and well taken care off. However, the service at the restaurant was a bit too slow and although the people were nice and obviously giving their best effort, we had difficulties getting the wine we wanted and they took too long to let us know they did not have our choice (twice!). The food took too long to be served. Breakfast was much too expensive for a buffet which does not include freshly squeezed orange juice, fresh strawberries and fresh kiwi. I think once you have the personnel trained to match your prices you will have an awesome restaurant service because the food was good. We come from a tourist place (Tampa, FL) where good hot breakfasts are served for about $15, so for us to pay $30, it has to be really good.
June 3, 2013
Rated 5 out of 5 by Stadelberger Home away from home!
This is a fantastic place and we are treated as if we are coming home each time we visit. There are many great staff but Delfina our concierge stands out as one of the best. This trip We had massages in the new spa It is very luxurious and has great amenities and service. We truly loved the owners lounge It was a great place to stop for a coffee or cold soda and catch up on the newspaper. The new Duna sports bar is a great place to watch a game or just stop in fir happy hour and snacks we will be back!
April 20, 2014
Rated 5 out of 5 by Brad52 Owners update
The Westin Lagunamar Resort was very nice and had great amenities. We enjoyed our stay at the resort very much. Pools were fantastic, beach front superb, resort staff very friendly (Pedro the concierge VERY helpful). However, the absolute worst part of our trip was the 2 hour complete waste of time in the "Owners Update" which is really code for "Let's sell more timeshares". We were told prior to the "update" that it was truly an owners update and not a sales pitch. What a bunch of bull!!! It was only a sales pitch. This is why I will not buy another time share. I hate the constant sales mentality at the resorts. Please just allow us to enjoy the vacation without having to sit through 2 grueling hours of a salesman trying to become our "best friend" so that we will buy more options.
July 14, 2013
Rated 4 out of 5 by TheDoll Why we like it and why we don't
Love the property and are elite Starwood owners here. The pool attendants, bell men and food service employees are fantastic. Some
Front desk employees could use some more customer service training as could housekeeping staff. As owners, we were treated as indifferent when we voiced our housekeeping concerns. No quality assurance on housekeeping. As owners we were not booked in preferred owner rooms (buildings). This hotel could use a nice bar with music to keep guests here in the evening.
May 18, 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 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 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 5 out of 5 by Joejb67 Great Hotel for a splendid vacation
My wife, her brother and sister-in-law and I just spend a week at this resort. We could not ask for a better place and location to stay. The hotel facilities were exceptional and the resort is across the street from an excellent shopping mall, and many places to eat. Maggie our concierge met us upon arrival and was very accomodating. There are fine restaurants at the resort and we most enjoyed "The Mexican Night", "The Steak Night" and t"The Italian Night" The buffets were outstanding.
October 31, 2012