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 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 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 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 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 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 1 out of 5 by Unsatisfied11 Don't come to this place
I felt like they reserved the worst rooms for SPG members. When we checked in around 3PM, they had us wait about 2 hours until the room was ready. When I and my wife specifically asked for a nice room with a good view, they answered "sure". Later we found out it was a room right above a restaurant and a view of ROOF. We had to wait more than 1 hour to get our bags. We have been to other Westin Hotels and we expected "Westin services" but it was most terrible experiences we ever had with Westin. Avoid this place at any cost
April 7, 2013
Rated 4 out of 5 by HotelRealist Great family resort
We had three rooms, eight people (three generations) staying at the hotel over Christmas 2011. The rooms were immaculate. The kitchenette and washer/dryer came in handy. The multi-level, infinity pool was fabulous. We never had any trouble getting lounge chairs. The beach was well maintained and easily accessible. The pool side menu was good for a quick snack. Since the facility is located across the street from La Isla mall and several restaurants, it could not be more convenient. Special thanks to Victor and Sergio who went out of their way to recommend restaurants and made us feel at home. What I would change: Internet did not work for days at a time. Do not count on even receiving e-mail headers. Please do not count on the Internet as a means of communication. The elite concierges were less than helpful. Violetta claimed to have made reservations that upon arrival did not exist. She also provided discount cards that were invalid at their own hotel!! If you want the real scoop, ask Victor. I've been staying at Starwood properties as a platinum guest since 1997.
December 28, 2011