Rated 5 out of 5 by Beth61norm Breathtaking views / staff is extremely courteous
We were invited to visit the Westin LaGunamar resort as Starwood Members. The resort is absolutely beautiful, the staff is polite, friendly and extremely helpful. Our room which was called a studio villa was a bit small [I think we would call it a lock our unit]. It had a queen bed, love seat, large flat screen TV , a small table and two chairs, a kitchenette and a lovely balcony. I cannot imagine cooking any kind of meal in the room. The bathroom was just beautiful with all of the extras. The linens and towels were wonderful and the bed was extremely comfortable. The only meals we ate at the Westin was the breakfast,. It was a bit expensive and if you do not know to ask for bacon, sausage or omelets no one will tell you. We ordered drinks and food from the outside pool bar every day, again the staff was superb. Happy hour at the pool has two for one drinks which is very nice.
We had a few minor communication problems learning to navigate Cancun. It was suggested that we take the local bus and travel to Walmart to do our grocery shopping. This is definitely something that should never be suggested to any of your guests, especially people from the USA. The bus was not bad, very inexpensive and clean, but no air-conditioning and lots of stop and go. Walmart was disgusting ! It had a rancid
smell, the fish and produce was sitting uncovered on a bed of ice with flies buzzing around it. We found out later from other guests that you can order groceries brought to your room for a 10.00 fee. I would rather pay more for my groceries than lose a morning of my vacation riding on a bus to go to a smelly Walmart. The tiny market at the hotel is fine for the few items that most guest will need.
There is a lovely outside shopping mall across the street from the resort, It has many delicious restaurants and lovely shopping. We enjoyed the close proximity to the hotel. Thank you for the invite, It was a lovely experience.
July 3, 2014
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 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 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 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 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 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 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 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 4 out of 5 by davidtesone a litle unhappy
i just wanted to complain that the first night they send by mistake a couple to our room when we were sleeping with our litle dautgther at 12:30 midnight and they tried to open our door and make noise wokle my daugher i got very frustatred. i complained with the lobby and they just apologize.
i never got a certificate or compensation for these incident
July 29, 2014
Rated 5 out of 5 by drilou1 Cancun's Best
I've been staying at Lagunamar since it was open and every time they exceed my expectations... The exceptional service, the excellent food, the great entertainment, and the most comfortable Villa makes me come back every year.
Special thanks to Omar and Gustavo at the front desk they made me feel like a guest in their own home
Thank you for service and doing a great job year after year.
June 5, 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 mt6096 Awesome views expensive food
This resort has awesome staff and awesome views of the Gulf. The main issues we had were the price of food. Buffet for breakfast for 3 kids and wife cost us $100 US. Also our master shower would not get hot realized that handle was on backwards maintence would not fix just said to use in reverse way. Also no Oven in units... this is different than the Villas in US.
July 28, 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 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 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 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 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 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 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 brown1 Pretty solid vaca spot
We def enjoyed. Beach and pools are amazing... the only troubles we had were wait after arrival and the bar staff was not always very patient or possibly understanding( english/spanish) as we had some dietary restrictions. Local and staff were otherwise great!
July 27, 2014
Rated 5 out of 5 by ldj13 Beautiful Hotel
The hotel was very well maintained. Beautiful room with everything we needed. The location was great close to the airport and the mall across the street. The beach was amazing. We were very relaxed it was very quiet and stress free. The staff was very friendly.
July 27, 2014
Rated 4 out of 5 by Ed071 Great hotel for a family vacation
Great hotel for kids and family. The rooms are spacious. I expected the staff service to be better. It seemed to me that the hotel was understaffed.
July 28, 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
Rated 5 out of 5 by brooklyngirl50 Beautiful hotel
Just came back fro our first stay at the Luganamar. I hope it won't be our last! The van was waiting for us at the airport as promised. Our room wasn't ready but they helped us to get our bathing suits and anything else we needed out of our suitcases so we could start enjoying ourselves. Everyone was so nice and helpful; the bellboys, the waiters, cleaning crew, absolutely every person I came in contact with. The guy who runs the poolside activities is AWESOME! So funny and energetic. He really keeps things moving and everyone happy. Our Concierge, Rosy, was so helpful too. Even before we came she was emailing us to see what we needed to make things perfect right from the minute we arrived. There is a small grocery store downstairs. It has the basics. The Beach is amazing. Beautiful water, lots of chairs and umbrellas. And the pools are perfect. Huge, beautiful, great temperature, swim-up bar, slide for the kids (and me!). And the hotel is in the best location possible - directly across from the big La Isla shopping mall with lots of stores, movie theaters, an aquarium, and all types of restaurants. Trust me, that is a really big plus. The absolute only negative comment I can make is that there is a but of a push to sell time shares there. They are not super-pushy or obnoxious, but they definitely remind you about it at every opportunity. But that's ok. I'm ready to go back right now!
July 27, 2014