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
Rated 4 out of 5 by je31 Hotel was great for families
We loved our stay here. Was great for families. Rooms were comfortable and large and bathroom was fantastic. Kitchenette and washer dryer were great features for family. Pool areas and beach were beautiful. The spa was also fantastic. My one issue was that there was a fight in the morning to get chairs by the pool as people reserved seats at 6 am and then left for hours at a time, also there wasn't enough staff at the beach.
January 29, 2015
Rated 5 out of 5 by MarkMD2 Best Cancun Hotel
I've been going to Cancun since 1971, when the Sheraton was the first hotel on the beach strip (after Club Med at the point). The Westin Lagunamar, which replaced it, is the best place I've ever stayed at in Cancun. Fabulous grounds and ocean views, clean and secure, great staff, and the best location on the beach across from La Isla shopping center and restaurants.
January 29, 2015
Rated 4 out of 5 by JohnieB Great Facility
Staff was friendly, courteous and helpful. Facilities are great including the beach, pool, room, etc. Restaurant offerings need some work from variety and preparation to service. Service personnel tried very hard but have a way to go to live up to what I expect at a Westin.
January 30, 2015
Rated 5 out of 5 by CJames This hotel provided a luxurious stay!
We recently vacationed at the resort with our two young children (ages 7and 4) and had a blast! I would give the hotel overall rating of 8, staff was great and the room overlooking the pools, ocean was breathtaking! The food was pricey and average, but there are great restaurants (seafood, authentic Mexican) within walking distance, which is what we opted to do. Wifi gets a 4 rating, we were never able to connect within our room so we used 1 of the 7 hotel computers, when available. The kid's club had plenty of activities so that gets a 7 and the spa gets a 10 rating. The spa facility is impressive and I rec'd one of the best massages I have ever had.
June 4, 2013
Rated 5 out of 5 by Dar57 So much to love about this Westin Resort
This is our 4th visit to the Westin Lagunamar in 6 years this time staying for 18 days. So much to like about this resort.... pools, common areas, convenient location, well equipped kitchens, washer and dryer in the condo and awesome views from every room in the hotel. Just love the Westin Heavenly Beds!! No hassle check in and our room was ready at 3:00 when we arrived. We were in Building 2 on the 5th floor which is a great location to access the beach and the main big pool. Ask for a room on the 5th floor or higher for the best views. We did not use the hotel restaurants other than ordering lunch and apps at the pool. If you want a quiet pool, the pool in the new section is for you! We spent many days there relaxing and reading .Pool servers are available at all pools and the service is great. On days that were less windy, we enjoyed bobbing in the ocean. We love the location with access to the Isla Mall across the street. Now that my husband and I are retired, we plan to make an annual minimum two week visit to this wonderful resort.
January 30, 2015
Rated 3 out of 5 by marckhway Did not feel like a "Preferred Guest"
I agree that the hotel itself, pool and ocean view are very nice. But from the moment I arrived , it was clear that I was not to have an SPG or Westin experience. This property appears to operate as a timeshare and not a Westin. Therefore, I was told that I could not have my room stay extended without an additional fee because the owners would not accept that,but I could move to a smaller room. I also missed a continental breakfast one morning, but was told I could not make it up another day because "the restaurant wouldn't allow it." These two incidents would never have occurred at a true Westin.
February 17, 2012
Rated 5 out of 5 by My0name0is0Chance Great hotel
Everything was great. I've stayed here twice and have essentially zero complaints. The front desk staff is exceptional and the Concierge service is good.
The hotel does have some minor inconvenience when it comes to exchanging money, but no other short comings were noted.
January 6, 2015
Rated 1 out of 5 by NoBuenoCancunWestinLGM WORST EXPERIENCE EVER
This was the worst vacation experience EVER. I booked this vacation for my wife's birthday and this getaway was horrendous. I got a great deal on the package which was about $320 for 5 days/4 nights, but even at that price, it's not worth it. I spent so much on airfare that went to garbage. PLEASE SAVE YOUR MONEY AND DO NOT STAY HERE.
-Before arriving, the hotel said they would have a shuttle service. They had one available for $40 and there were only two of us. A normal cab ride to the airport should be $20 or no more than 250 pesos. (that is what we paid on the way back). Shuttle was 15 minutes late and dropped us off at the front of the resort, not the main entrance. When we walked in, no one helped us with our bags even thought there were 5-6 people standing around. At first, a lady came right up to me and knew who I was. I thought this was great service until all she wanted me to do was pay for the $41.50 shuttle service. I paid that and then she said that someone would check me in. 10 minutes go by...
-Finally get to a front desk person and they say that we have a personal concierge. I thought this was great, but we never met her over the entire stay. Check in was at 4 and we got there at 3. I figured the room would be ready since the resort was empty. Not the case, we finally got in our room at 6PM. I even told them I knew they were trying to get us to spend money at the bar or restaurant while we waited, but we went to the bar anyway. They kept our bags in a "safe" place. They did this with all other guests as well. While we were checking out, they kept saying the room was being cleaned to new guests. I felt bad for the new guests, it was just one of their scams.
-Maintenance. Our shower would not drain and no one came to tend to it during the entire stay. The shower would be a mini pool and it would get annoying to shower and then come out to the bathroom floor filled with water. This was definitely ruining the floor, but the staff did not care about it at all.
-Oceano bar – drinks were weak and the food was OK. I tipped them 15% during happy hour and they got upset. They would take the bill look at the tip and give a dirty and look and say something in Spanish. It was extremely rude and professional.
-sales tour – they offered us $100 for a 90 minute sales tour of the resort. This was supposed to be from 10:30-12, but actually went until 12:45 because it really starts when the representative arrives. The tour is a huge scam to buy a time share. At the end, they give you a price and make you feel extremely awkward when you say NO. The voucher they give can only be used on certain things charged to your room. I had a voucher for $200 that they said I could use on tours and activities, but when I tried to use it, they said the total did not exceed that amount and they couldn’t give me money back. I told them to apply the balance to my room bill and they could not. Instead, they said to present it at check out and I would get $200 off my bill. My bill exceeded $200 at check out, but they said some charges were NOT eligible, so I basically got $128 out of the $200 voucher and the rest went to waste. I spoke to a manager and they said there was nothing they can do. They trapped me and I figured it was worth my time to argue over the $.
This is just a few things that we were upset about. I wish I knew this earlier and would have saved my money and airfare. It’s upsetting because you spend your vacation days to get away and then end up with an experience like this. I would have never thought this would happen at a Starwood property. I am selling my starwood points and am done with this brand. Absolute GARBAGE.
May 2, 2013
Rated 3 out of 5 by AGLondon Mixed Customer service and subpar food
The resort itself is beautiful and location is great. However, I found over half of the staff had an attitude and were quite sarcastic. The other half (mostly more senior staff members) were extremely hospitable and friendly. I enjoyed the pool, the beach, and the gym. I did not enjoy the on-site restaurants where food quality was sub-par and poor customer service. On one occasion, no wait staff acknowledged us for over 15 mins and when the waiter arrived, he was short and not especially friendly at Oceano. Upon payment, our waiter found out we were owners and completely changed his attitude and even told us to forget the earlier service treatment. At check in, I had a 2 bedrooms reserved and I asked the check in staff if it was indeed a 2 bedrooms, he replied with "yes." When we arrived to our room, it was a 1 bedroom. Such an inconvienece. We decided not to change our rooms since our friends didn't end up coming with us, however, I had used a 2 bedroom star options! Had a horrible experience with DVD rental as well with a staff member being unhelpful.
March 4, 2012
Rated 5 out of 5 by JJM1913 Great stay~exceeded expectations
This resort is beautiful, the pictures don't begin to show its true beauty. The resort has great features, friendly and helpful staff, and is centrally located. The food is okay, kind of pricey, but there is a mall right across the street that has a food court and great shopping. The pool is beautiful and my room had a great view of both the pool and the beach. Everything was neat and clean. We were able to trade cash for pesos at customer service. The concierge was helpful in setting up activities and guiding us around Cancun. My husband and I travelled alone this time, we will be back next year with the kids. We loved it
June 10, 2014
Rated 5 out of 5 by JudyNM We had a wonderful week
Our main goal of our Lagunamar trip was to just relax in the sun, recharge, and have terrific food. Lagunamar exceeded our expectations.
January 29, 2015
Rated 5 out of 5 by alkeck beautiful resort
excellent place to vacation, everyone is so very nice and helpful.
January 7, 2015
Rated 5 out of 5 by Cynthia26 Everyone was so friendly!
This was our first trip to Cancun and we couldn't have picked a better resort to stay in! We loved our villa and loved the location cause we were able to venture outside of the resort. The best part of this resort was how friendly everyone was! From the front desk, to the wait staff, to the pool concierge, everyone was willing to go above and beyond for you! We had a great stay! Thank you!
January 2, 2015
Rated 3 out of 5 by rc12coach Cancun in December
The overall trip was 12 days, and for the most part it was a good trip. The hotel is located acroos from a large mall, which helps.
The balconies are a little small, but the views of the ocean are great. The 1br is nice, not as large as some of the other properties (ie. Ka'anpali) but comfortable.
The staff was friendly and courteous, though their idea of good restaurants is a little lacking.
Golf Course has loose bricks, and was a little dangerous. Kids Club was great, and i highly recommend it. There's a gym which is adequate, and tennis courts. No SPA is a killer.
Unfortunately there is limited choices for eating on the properrty.
The Resort issues a weekly summary of activites that is quite helpful and there is a lot going on at the pool if you want to get involved ( i.e name that tune, couples game).. Pool has a kids slide which is will keep you and your kids busy. Overall its worth a stop, mabe not in Nov/ Decemeber, i am told Feb/ March is much better.
December 14, 2011
Rated 2 out of 5 by SPG4Fan Bad experience with Staff Members
Since I arrived, the guys of front desk and concierge were busy at their computers and never care about us, I understand 1guy but not all of them; then the concierge worry more trying to sell the vacation ownership instead of trying to give a nice service, At last I had to call 3 times to express services asking to cleaning my room, because the housekeeper had to leave early !!!!!!. The facilities were great, excellent pool, nice kids area and small but efficient rooms. If the staff get better trained for guest services I would recommend it.
February 5, 2012
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 fangirl Great Customer Service
Love the Westin Lagunamar! It's perfect for a family vacation sine it has the amenities "of home" with a full kitchen and washing machine, which makes it easy to throw in a load of bathing suits after a beautiful day by the pool. I live in CA so I usually vacation in Hawaii, but after visiting Lagunamar it's a tough choice between the two locales. The staff at the pool, front desk, and bell are so attentive and accommodating.
June 16, 2013
Rated 5 out of 5 by arielv03 Always a Great Experience in Cancun
I've been coming for a few years to the Westin Lagunamar, it never disappoints me. The service is perfect, just there when it is needed. Beach is beautiful. Close to everything.
September 9, 2014
Rated 5 out of 5 by debster57 awesome resort
Just returned fron 8 days and wish it had been longer. Service was unbelievable, except a little on the slow side at duna. The pool staff and pool restaurant were great. We attended both the pizza/ pasta night and the steak night, both were great. We had lunch evey day at the pool restaurant, the food was really good. Pedro our concierge was very helpful and informative, Fernando the sales consultant was very friendly, infotmative and not overbearing. Although everybody kept saying the water and ice were purified I was a little apprehensive, I waited a few days to see if hubby or friends got sick as they were drinking tap water. by about day 6 I used the ice, no sickness!! My only question would be why do owners only get a mid week cleaning but renters get a daily room cleaning? Pools were beautiful as well as the whole resort. I have never seen so much cleaning and upkeep going on around us. Helpful hint, make sure you get pesos, it just makes life alot easier.
February 7, 2013
Rated 5 out of 5 by AdamJK Perfect group holiday location
My wife and I vacation in Cancun every year, usually with a group of friends. This year there were eight of us (4 rooms) and the trip was again excellent. The Westin Lagunamar is a gorgeous resort situated in the very best spot in the hotel district, directly across from the La Isla development with an array of shops, bars and restaurants along the lagoon, and minutes from the club zone. The beach and pools are spectacular, and the rooms, particularly the villas, are spacious and wonderful. There's been a marked improvement in the service at the resort in recent years, as you would expect from a Westin. This is an excellent hotel - we're convinced it's the best option in Cancun!
August 20, 2014
Rated 5 out of 5 by Rebel53 Oct 31 - Nov 07, 2014 Review
Check-in and concierge staff provided excellent service. Our concierge Lucio provided fantastic restaurant recommendations.
A couple of nits about the accommodations - the flat screen TVs in the rooms need to be updated. The TVs are not HD and there are no HDMI connections on the TVs. Could not get the DVD player to read media from the USB port. The hardwired ethernet port was not active.
November 10, 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 ec06jsb Time share property
Property is a time share, no real resort character, no bars or restaurants (apart from a characterless sports bar and a pool/ breafast eatery). No water in rooms, platinum member, but was given smallest room even though the resort wasn't full. Beach and location are great, opposite a mall. Needs to build a bar and proper restaurants
November 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 benliz overall a very comfortable and pleasant place to stay
The moment we walked in to the hotel we are pleased on the courtesy and hospitality of the staff. From the concierge to housekeeping they were all polite and respectful/ hardworking and doing their job well. The cleanliness and the calm/ peaceful environment. The way rooms are set up, overlooking the ocean . We have been travelling as a Starwood member and this is the only time I have written a review ! Its because this place is really recommendable. This place is really for a relaxing vacation. See it yourself and I will say no more .
August 21, 2014
Rated 5 out of 5 by lowd54 A true vacation
Beautiful beach, great staff. A true vacation, leave the computers and cell phone behind. Lounge by the pool, see the sites either way very relaxing.
December 25, 2014
Rated 1 out of 5 by jennifer429 HORRIBLE EXPERIENCE
My husband and I are still at the Westin Lagunamar but it has been a horrible time. We were unfortunate and given a room next to the construction. Staff here is unhelpful and unable to offer us a better room. Everytime we complain, we're told false information; first it was that we shouldn't be able to hear the construction which is not true since we hear ALL OF IT. then we were told it would only be for one more day, which is not true, this is now day 3 of the construction. then we were told on day 2 of construction that it would not be happening over the weekend (sat & sun) but it's saturday and the construction is loud as ever.
This experience is just terrible. I do not recommend this property because regardless of what they tell you, I would not believe them. There are so many other available places to stay in Cancun and this is not one of the better ones. I would look outside of SPG and stay somewhere nicer.
Also, since this is a time-share property, unless you own here, they do not give you preference for a better room. So, of you're SPG gold or platinum, it will not benefit you here. And, even if you are time-share owner they still do not promise a better room. So, just don't stay here.
January 14, 2012
Rated 5 out of 5 by ruthsark Fantastic resort! Highly recommend.
Besides the gorgeous views and beautiful facilities, the staff went above and beyond our expectations. Everyone from the Pool concierge, front desk, bell staff, bartenders, activities coordinators, maintenance, Tierra Market staff were pleasant , prompt and always went above and beyond our expectations. We had a wonderful time and even bought a week so we could come back regularly!
December 19, 2014