Rated 5 out of 5 by Carlos2222222 Great service great beach great time!
We had stayed here in Feb 2014 and there had been a minor issue but I wrote to mgmt and they responded and stated to let them know when we would come back and I did. . .and they passed with flying colors! Alberto Ocariz contacted me personally and when I arrived called to make sure everything was perfect! Thats what I call great customer service!
The beach is wonderful and the pool enormous with a beautiful infinity pool. . .you never felt the pool was crowded.
We would also go to the daily happy hour at Viento at the swim up bar where the service was great from joaquin, Jorge, and Edgar and co.
This place also recognized our SPG platinum status so that was great! We had the daily breakfast buffet which didnt include all the "hot" items but was sufficient for our needs. The manager Ernesto always was pleasant and Tomas who served us frequently great.
Overall cant complain and we would come here again in a heartbeat!
June 2, 2014
Rated 4 out of 5 by THR7 Comfortable hotel with good service in centric location
Like: Clean, comfortable rooms with complete kitchen and washer/dryer; nice, spacious hotel facilities (pools, restaurants, etc.) and beach; attentive, personalized service; good quality food
Dislike: Very poor internet; poor SPG recognition; hotel lifeguards trying to force guests to swim within the same crowded space on a long, public beach
April 15, 2013
Rated 2 out of 5 by SPGGoldCP One night was enough to not come back
I was very sad being a SPG member and having stayed at other Westin hotels to have this bad experience at this hotel. I was there less than 24 hrs and I have a list of things that did not work right. After staying at a hippie hotel in Tulum where service was great I arrived expecting a lot more from this beautiful smelling hotels!!! I got that and a nice room. The rest went all bad. I could state the lack of a full mirror and an ironing board in the room as the little things that I could live without. Or the Margherita that tasted like lemon juice at the sports bar. Even the fact that they did not have fresh squeezed orange juice (even though they boast of having a healthy menu). But the concierge I was told to call in case I needed something never answered (she did send a nice welcome e-mail and called when we arrived, but when I called to ask - several times- some information, never did answer.) Or the fact that we left the hotel without having breakfast after waiting for more than half an hour for some Chilaquiles (we asked without cheese or cream and were brought to us twice with cheese and/or cream and the third time they were horrible) is really not acceptable for a Westin. Or the business center where there is nobody to assist you to print your boarding passes and every time you ask for help on the phone you are sent elsewhere in a quite big resort. I hope all this gets looked after instead of just falling into a tourist trap category hotel.
April 30, 2013
Rated 5 out of 5 by RichardR64 Awesome Week Stay
It was a first trip to Cancun. We had an awesome time. Only couple things went wrong but got fixed. Grills in 2 areas didn't work. Pool Bar not open when said it was to be. But those were very minor problems and they fixed them. Staff was awesome. I would like to say a huge congrats to Valentin who was very helpful to our group.
June 10, 2013
Rated 5 out of 5 by Amit14 Amazing location and great facilities
We stayed at the Resort for 5 nights at it was an amazing experience to say the least. As soon as you enter the lobby you know you have a treat waiting for you. We got upgraded to a 1 bedroom suite and it was beautiful. Well, I arrived at 2:30 but i had to wait till 4 (check in time) before they handed me over the keys even though I am a platinum. I did not mind as I was hungry and was able to walk to the mall right across the street for some lunch. The beach is amazing and you have service on the beach. Man I loved it. Just stay on the beach and nice food and cold beer is served on the beach while you soak yourself in the beautiful view of the deep blue sea. There is no lounge for Platinum member so I chose the breakfast as my amenity. They provide limited 'Continental breakfast' and not the full buffet which kinda sucks. But overall the hotel is amazing and I would recommend it to everyone. And yeah the concierge is also great providing you with great information.
May 6, 2012
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 1 out of 5 by AngryGuest1977 Never Come to this Hotel!
0 Customer Service
The food was very bad
They dont care about SPG
July 16, 2012
Rated 3 out of 5 by Disappointed1111 Disappointing housekeeping service
I wasn't able to check in until past 4PM because my room wasn't ready. My family had to sit around and waste our vacation time waiting for a room. Then, for the first several days, my room wasn't cleaned until past 6PM. We came back to room for a nice shower before dinner each day and this was disappointing. I had to ask for extra towels for several days because my room wasn't cleaned earlier. I complained each day, and one of the nights, at past 10PM, a housekeeping showed up to clean my room. I told him the room was cleaned a few hours earlier - apparent miscommunication between the hotel staffs. Good thing my kids were still awake. The hotel started to clean up my room before noon starting the 4th day. On the last day, I asked for 2 more hours for checkout (noon instead of 10AM# since they were late putting me into the room when I checked in. No deal. As a Platinum member and a world traveler #I travel 50% of the time# , I have been to a number of Westin properties around the world, and as with other Westin properties, this is another nice looking property with good amenities but it apparently has logistical challenge with housekeeping during busy season. They know December is a busy season #everyone at the hotel told us everyday how busy they were in December), and the hotel should've been prepared for this uptick. Also, the floor was never cleaned. I mopped the floor with dirty towels for the first few days and the towels were were black. This kept us in our slippers. Then the dishes, which housekeeping cleaned, were never clean. I wiped them with papertowel and they still had stains. We redid the dishes everyday and rather preferred the housekeeping not do the dishes. I started questioning why anyone would buy a vacation timeshare at this property with such a poor housekeeping service and a ridgid check-in/out policy that won't honor their own check-in time. Disappointed.
January 4, 2013
Rated 5 out of 5 by cancun12 Another excellent stay
Just returned home from another fantastic stay at the Lagunamar, 4th stay in the last 3 years has become a bit of a tradition for my 88 year old father and my 6 year old son. Upon check in we were surprised to go to go to our room number to discover we were upgraded to a one bedroom villa. The room was perfect for us, the additional privacy and space was ideal. As always grandfather and grandson enjoyed time at the pool and location of the property. New expansion gave additional swimming options. Hotel was fully booked but with three large pools never felt crowded. Staff attentive and friendly as always, grilling facilities ideal for a family stay and club sandwich at the swim up bar massive. Beach is great, Westin has lifeguards in attendance on the beach. Walking to La Isla shopping mall is easy and convenient. I always recommend Westin Lagunmar when asked where to stay in Cancun. Regarding wifi, yes wireless can be spotty - I bring my own travel wireless router, plug into the LAN line and create my own wireless connection.
August 12, 2013
Rated 5 out of 5 by reggie8529 Great Property and Location
My family and I just got back from a week-long stay at the Westin Lagunamar property and we had a great time. The property was outstanding with 3 great pools and the beach all at our disposal. The property was full, but didn't feel crowded. We were able to get pool chairs with ease on most days.
Our only negative issue with our stay was that our room was directly over the kitchen (#724), and we could smell fried foods whenever we returned to our room after a day at the pool. We could have requested a different room, but did not want to go through the headache of packing up and moving, plus we were only in the room for a few hours per day. The smell was not noticeable once in the room for a few minutes.
Many of the concerns of other reviewers, like construction issues, were non-existent. The majority of the construction is complete and there was no noise what-so-ever.
We thoroughly enjoyed ourselves at the Lagunamar, and plan to visit again in the very near future. We highly recommend this property to anyone considering it as a future vacation destination!
April 15, 2012
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 mikeg Hotel has great decor and staff was friendly.
First time to Cancun. They really appreciate starwood members. Received an upgrade and late check out.
Nice staff. Also ask about the professional pictures that they will take of you and your family on the beach.
June 25, 2012
Rated 5 out of 5 by tonjul88 Beyond our expectations!
My husband and I came to the resort to celebrate our 25th anniversary. This is our first visit to Cancun. When we were arrived at the resort, we were welcomed with many smiling faces. We were in awed with everything in the resort. We enjoyed relaxing in the sun in the infinity pool as well as the beach. We dined at the 3 restaurant in the resort. We met a very friendly staff named Marco. He went above and beyond in giving us the outmost service. We will definitely come back to this resort for its friendly staff, cleanliness and great location. Looking forward to bringing the rest of the family next year!
December 7, 2013
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 5 out of 5 by Finbow2012 May 2012 - from UK
We are coming to the end of our week at the Lagunamar and we can find absoulutely no fault whatsoever with the hotel, its facilities or the staff - who were ALL unfailingly courteous, professional, polite and helpful. Michelle our "personal" concierge gave us useful and succinct advice on local shopping and restaurants and we made full use of the discount voucher.
We found the food far superior to what we have experienced in other similarly located hotels and the drinks/food were very good value for money.
Our room was fabulous and the hotel grounds are superbly maintained.
We booked a trip to Chichen Itza through the hotel and all the arrangements were perfect.
If you really want to be very awkward the pool loungers could be a bit more comfortable - but this really is digging too deep for issues.
We can't comment on the spa as this is currently "work in progress" but our 2 x 50 minutes with Dalila was a pretty good substitute!
All the staff really deserve a big official "thank you and congratulations"!!!
A truly wonderful week.
Adrian and Helen - from UK - visiting during an exchange week through Interval International
May 26, 2012
Rated 5 out of 5 by LuluBlue Excellent choice
We loved the Westin Lagunamar, it was a great choice. The hotel was more than we expected, it is very family-oriented. Excellent amenities and great staff.
July 18, 2012
Rated 3 out of 5 by George5 Numerous disappoints from a loyal guest
We recently returned to Lagunamar for our second year in the row during our three kids spring vacation from school. We had a fantastic vacation there in 2012 and were very excited to return this year.
While we had a nice vacation overall, we will likely not return to the Lagunamar property, nor can we highly recomment it. In brief, our issues were as follows:
- The thermostat in our room was broken and hthe room was freezing. It was fixed and then the temperature was fine.
-We had hot water problems in the room that the staff attempted to fix, but never got fully resolved. Thus, we spent seven days often taking cold showers and had to endure workers coming and going.
-The wait staff at the restaurants were all very nice and curteous, but they were obviously not staffed or managed properly because they weren't able to be attentive to tables. On average, I probably waited 15 minutes between the time we were finished with our entire meal and were approached to get the bill. One evening, I had to wait at the table for 35 minutes to get the bill. My kids all went up and went to sleep while I sat at the table making multiple requests to sign the check.
-One evening, they brought our our whole family's food except for my four year old son's. He was kept waiting for twenty minutes to get mac and cheese after everyone else was served. Further, they lied when we questioned it by saying that they didn't have any available and had to make it all anew, even though kids at the table next to us, who sat down after us, were served mac and cheese at the same time as their parents received their meals.
-One day, they didn't even bother to clean our room. The maids showed up at 6PM as we were all getting dressed for the evening. They then returned at nearly 9PM and buzzed repeatedly at the door when our little kids were asleep. We had been out of the room from 8AM until 5PM that day when maid service should have happened.
-Also, we had agreed to take the "90 minute" Ownership tour because we had such a strong affinity for the property going in, but that too went awry. 1) They insisted that both my wife and I attend, saying that it is "mandatory" that we both go. Even though we have three kids, they insisted and said we could leave them in a kid's club area to play Wii. We would have been more amenable to ownership if they were flexible on this, but they were not. We preferred to have one of us go ont he tour, and the other stay with the kids. Further, the tour was supposed to start at 9:30AM but they didn't have a tour guide available. At 10AM, when there was still no tour guide, we informed them that we would still need to end the tour at 11AM as originally scheduled. Not start the "90 minute" clock from whenever the guide showed up. They argued with us over this instead of understanding that we had made a concession and blocked out 9:30-11AM. At that point, we canceled the tour and decided to not only NOT consider ownership, but to not return to the resort again as well.
Finally, the one truly positive thing I can say goes to an individual who works there - not to the hotel itself. While loading in a cab one evening, the cab driver strangely decided to hit the gas and take off before the back door was closed and my kids had fully loaded in. My four year old son was right in the doorway and his leg would have been crushed by the back wheel of the cab if the valet hadn't of acted fast and yanked him out of the way just in the nick of time. It was a terrifying incident and the valet truly saved our son. We are obviously thankful to him and made sure that his act was known and commended. However, I must also point out that no one from the hotel management staff bothered to check on us following that. There was no phone call, no note, nnor a simple fruit basket when something truly scary had happened and a devastating accident on the property had just been narrowly averted (by the valet).
Put it all together and it just adds up to not worth returning.
March 26, 2013
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 zhuangzi Great property, more timeshare than Westin
Beautiful property, the villas are quite large and very nicely appointed (at least in the newer half of the property), pools beautiful, nice mini golf, restaurants very pricy but quality of the food very good. The mall across the street has lots of other dining options, some good shopping, an aquarium that’s a bit small and tired but that my 6 year-old really enjoyed on a rainy day. Wireless internet is atrocious, as reported in other reviews, but the wired option works fine. Keep in mind that this is one of these Westin Timeshare places, with the emphasis much more on the timeshare aspect than the Westin aspect: don’t expect much, if anything, in the way of SPG recognition, the only real benefits seem to accrue to owners vs. non-owners. Also be aware that it’s impossible to get adjoining studios, you need to upgrade to a villa if you want adjoining rooms, something that we were only informed about upon arrival, despite several rounds of correspondence where we’d made our needs clear. So unexpected $800+ upgrade was necessary, probably worth it (the villas are huge and beautiful), but would have been good to know ahead of time. Overall, great for kids, surf conditions on beach are rough but the water temperature is beautiful, my daughter had a great time.
January 1, 2013
Rated 4 out of 5 by Dopey Bait and Switch
Overall, everything at the facility was good. My issue was that I selected a junior suite with a ocean view/partial ocean view and I was assigned a junior suite on the ground floor. The only view I had was several trees and a slip of ocean through those trees. They told me to check to see if there was another room available the next morning but who wants to spend their vacation running to the desk to switch rooms?! And as soon as you walk in the hotel, everyone pushes you to meet "your concierge". And the reason they want you to meet your concierge is because that is the person who is going to do the hardsell on you for one of their timeshares. They offer you enticements with discounted tour activities if you agree to take a 2 hour tour of their timeshare program. To top it off, my concierge gave me incomplete information on the tour we signed up for stating "its all inclusive"..you won't need any money. All I can say is.."BUYER BEWARE". But like I wrote at the beginning, the facility itself is nice. Just skip meeting "your concierge"!!! And if you wanted a room with a view, you better confirm this!!
May 30, 2014
Rated 4 out of 5 by Peteyao Beautiful hotel but
Beautiful hotel, great beach, great food but the front desk's attitude was an extreme disappointment. I spent average 50 night/year in Starwood hotel & resorts all over the world, and this location is by far the biggest disappointment. I am a Platinum member but for some reason he thought I was Gold, so no upgrade was offered. The SPG recognition is very low at this hotel. Jesus at the front desk made it very clear to me that they give “Vacation Ownership” first priority. This is the place to go if you don’t care about SPG recognition and little details that shows appreciation of your loyalty.
November 21, 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 5 out of 5 by StLgal Great villa resort
We have stayed at the Westin Lagunamar a number of times. This time we chose Lagunamar for a family reunion/anniversary celebration. The entire staff from the Bell Captain to the front desk to the Elite concierge were extremely helpful in coordinating the rooms for our group. We had 20 people ages 7 mos to 67 yrs and everyone had a great time at the multiple pools and the beautiful white sand beach. The concierge was most helpful in guiding us to family friendly dining outside of the resort. The staff at Oceano, including Pedro and Alberto, organized a welcome cocktail party for our family. For the most part the waiters at Vientos pool restaurant were attentive, especially Arline, Robert, and Marco. One negative we have is that the Duna Sports Bar service is extremely slow....took an hour to get our meal on 2 different occasions. However, at least they are showing more sports than just soccer now! We were able to get college and pro football games over the Thanksgiving holiday week. The Heavenly Spa is now open and quite nice. Another negative was when the "Fun Team" or activity group refused to let us use the corn hole game or the volleyball when they had another planned activity in process even tho there would not have been any conflict with space. Our family with little ones had cribs and high chairs in their rooms and really enjoyed the balcony when they had to be in the room while the babies were sleeping. Lagunamar is one of our favorite resorts and we will be going back in March.
December 1, 2013
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 2 out of 5 Horrible experience right from the start.
I was worried about transportation since I have traveled to Mexico several times & arranged with hotel to be picked up. We are not met with anyone & had to search for car which was below standard from smell of gas and seat belt problems, due to the seat belt cover not covered properly my wife hit back of her head and was injured before getting to hotel. Four days later after several calls to management responded, EXTREMELY POOR SERVICE OR CARE.
Mr. Madina asst manager came finally and tried to be of service which did not help after our trip already ruined for four days.
No internet service for FOUR DAYS, front desk thinks they can help & would not listen. It took two of the techs 3.5 hours to get the internet fixed after four days.
Room had many problems with Refrigerator, washing machine, air conditioning.
TV is setup for Spanish speaking if you want movie or film best of luck. Five English news stations, couple of sports stations & serial TV shows running old shows. All HBO & movie channels in Spanish & if lucky to get one movie in English if they have the translations of other languages ins Spanish not English.
Some of the staff has serious attitude.
Money exchange always problem & limited to $200.00, unless you have other adults with you.
One of the restaurants for burgers & Pizza is terrible, could not follow requests.
Hotel is beautiful, ocean and views are great but you can never really go into the ocean, always red flagged.
Two nights in a row the hotel next to it had concerts & weddings that were extremely loud, one night past 2 am music was so loud.
Hotel hall ways are not air conditioned, neither are the elevators to rooms, be aware if you get stuck you are in serious trouble in that heat & humidity.
SPA is not worth it, massage was good but not treatments & extremely over priced.
Honestly the hotel rooms are great but I will never travel or stay here again after the disaster and lack of care shown to us.
I have traveled to Hawaii at Westin and rather have a great experience in Hawaii and far less hassle than going to Mexico and substandard service we got.
June 25, 2013
Rated 5 out of 5 by Matthew7 13 Nights...enjoyed each one!
The staff really became a second family for us - from our fabulous concierge Delfina, to Rene who conducted various activities (including water aerobics, karaoke, etc..) they really showed how much they cared about us as guests at their hotel. The rooms were very large and we were upgraded to a very nice view (not sure if it was because of SPG Status or as a Starwood Vacation Owner). TIP: Definitely set up transportation with the hotel (Delfine was nice enough to call us several times before we arrived to let us know how important it is to do this) because the Cancun airport can get a bit overwhelming with literally hundreds of people trying to sell you tours or offering transportation. It might cost a little more through the resort, but absolutely worth it. We ate at Oceano once and didn't particularly enjoy the food (also the waiter "accidentally" left himself a $90 tip for a $75 meal...but we got it squared away with the front desk promptly when checking out). Overall very happy with our stay at this Westin resort.
June 9, 2012
Rated 5 out of 5 by Amanda628 Amazing Honeymoon Spot!
Upon our arrival we were put into a room with a not so great view on the 2nd floor, and being that we were on our honeymoon and are SPGs we were a little disappointed. But Patricia at the front desk was wonderful and we were given a voucher for 2 free drinks and were told we would get a new better room the following day. We moved into a 6th floor ocean view room the next day. The room was spotless and comfortable, and housekeeping came everyday. Every single member of the Westin staff was polite, friendly and courteous. We ate breakfast twice and dinner once at Oceano - it was absolutely delicious! Real, authentic Mexican food. We had lunch and dinner a few times at Duna sports bar. They have incredible drinks and the food there is delicious as well. The Viento pool bar is great too! My husband and I had a couples massage at the Heavenly Spa - it was incredible! Best massage EVER! We enjoyed all the amenities the spa had to offer as well - sauna, steam room, Jacuzzi. It was very romantic and a great experience. The beach was clean and beautiful. The hotel is fairly close to the airport. Overall, I would HIGHLY recommend the Westin Lagunamar Ocean Resort - we had an amazing honeymoon vacation!
July 8, 2014
Rated 5 out of 5 by misswilson solo traveler delight
I just spent four days here as part of my first vacation in five years. After plans with friends fell through, I still had my ticket to Cancun and did hours of research on where to stay solo. I wanted to relax and take in the ocean, but also do some exploring.
The Westin Lagunamar was absolutely perfect. Even though the weather was less than ideal, the hotel's property -- with an infinity pool overlooking the crystal ocean, complete with a swim-up bar -- is breathtaking. Clouds or a little rain don't matter when you're here.
Upon arrival, I was upgraded from a studio to a villa, a wonderful surprise. And two bartenders, both named Jorge, made my trip even more memorable with great service
Thank you so much! I want to comeback every year now.
July 6, 2013
Rated 5 out of 5 by Mary86 Will definitely be going back.
My husband and I had a great time. The hotel was very clean and the staff was very helpful and friendly. Fantastic Stay, however, the internet was not working our whole stay and the staff pushed massages too hard while at the pool. We were approached by 3 employees suggesting a massage within a two-hour time frame at the pool. We will definitely be going back because the hotel offered everything you would want. The beach access was perfect and the amenities were plentiful. A later check-out would be preferred. Our check-out was at 10:00.
June 19, 2013
Rated 3 out of 5 by brownie Average at best...
We arrived at the airport and finding the hotel shuttle was impossible with TONS of car services waving their signs. Finally someone helped us find the correct person. There was a sign for Starwood Gold and Platinum members to check-in at the resort but no one staffed the desk. I am a 5 Star Elite with Starwood and also a Platinum Member of SPG and we were given the handicapped room! We had a 2 bedroom lock-off and both sides were handicapped accessible. First of all, the rooms are poorly designed. There are plenty of decorations but there is no place to put your luggage! The closets are narrow and the drawers are limited. I asked to switch rooms but there were none available. They told me to call the next day. When I called they said they would call me back in 2 mins. After 30 mins. no phone call. I even complained to the concierge and the salesperson who was so willing to sell me an additional time share but no one went out of their way to change our rooms. Needless to say we spent the week in the handicapped room, The view was great from our room.... the beach is wonderful. People claim their chairs early in the morning and it is hard to get those premium spots and they remain vacant most of the day. The signs say after 1 hour they will remove their stuff... never saw that happen. The food is average at the hotel restaurants and the drinks seem to be watered. If you want a quiet, relaxing time at the pool and beach then this is the place. Just bring lots of pesos... you will need them!
March 24, 2013