Rated 5 out of 5 by jmf7771 Very restful vacation
My family and I had a wonderful stay in Cancun at the Westin Lagunamar. The staff was very attentive to all of our needs and made us feel welcome from the start to the finish. Fabiola Mata always greeted us with a smile and took care of all of our needs.
We have been to Cancun on many occasions and found this one to be the most restful., which is what we were looking forward to. We have done all of the attractions in the past and always come back to Cancun because we know the area and can be as active or inactive as we wish.
This was the first time at the Westin Lagunamar, and we will be back in the future.
Thank you for a wonderful vacation!!!
December 3, 2013
Rated 3 out of 5 by Bear85 Average experience
The hotel, nearby restaurants, amenities are wonderful. Unfortunately, some of the folks working at the front desk did not meet our expectation. First, when we arrived in the evening, we did not get the deluxe ocean view room we paid for. We were told those rooms were taken and we'd have to stay in another room. That wasn't as bad as them not being apologetic. We are platinum members which they didn't even acknowledge or consider.
Then, another time my wife's room key didn't work. To resolve this she had to go down to the front desk twice as the front desk person had no clue how to program the key. She had to rely on an engineer to fix the issue who programmed for her. Once again, no apologies.
Overall, we loved cancun and the hotel, but the folks at the front desk have no idea about customer service for a resort. Very disappointing!
November 27, 2013
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 3 out of 5 by eliteowner Horrible operations from Spa department to check-in, check-out process
Lots of wasted time spent on vacation dealing with operational items like check-in lines, check-out with wrong bill that took literally 5 hours to clear up; spa department offers great service but with messed up appointments, over charging and horrific operations staff. Lots of work needed to fix homeowners experiences!
December 3, 2013
Rated 4 out of 5 by Yoya Good
The staff at the hotel was very amiable.
December 1, 2013
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 5 out of 5 by Funati Westin Excellence
My wife and I are at the end of our week long holiday and it has been nothing less than extraordinary. The facilities are amazing, perfectly located in the hotel zone with Las Islas Mall directly across. The oversize villa is truly fantastic and the staff leave you wanting for nothing. Continuous contact from our concierge Alicia before arrival and throughout our stay was very helpful. The pool staff, restaurant staff and Service in the Spa was second to none. Always being acknowledged by name makes you feel like you are part of the family. One of the nicest beach fronts we have witnessed and chairs are always available. We are already considering our next visit back in a few months. Thank you to all the staff for such great service and making sure our room was perfect.
November 26, 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