The Westin Resort & Spa, Cancun

  • Boulevard Kukulcan KM 20
  • Cancun,
  • Quintana Roo
  • 77500
  • Mexico
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Rated 3.9 out of 5 by 69 reviewers.
Rated 5 out of 5 by Great spot for a family vacation We styed here with our 2 girls ages 10 and 15 for a week vacation and could not hve been happier with the resort. It is impossible to single out any particular staff member as each and every person we encounterd was absolutely wonderful. I have never stayed at a hotel anywhere else in the world where EVERYONE went out of their way to make sure we were looked after. This place should be used a training site for hotel staff. El Palamar was a great spot for a family dinner or lunch but if you want a high end meal I would venture off the resort. We had dinner at Arrecifies one night and while the service was spectular the and the food was good, it was nothing special. The location is perfect, at the quiet end of Cancun beach. It was never over crowded, even though it was March break. The nightlife of Cancun is a quick cab ride away if you want it.SPG recognition was exceptional, something you don't always see at Resort Hotels. I would definitely recommend this hotel to anyone wanting to visit Cancun and can see us returning many times. March 21, 2013
Rated 5 out of 5 by Excellent Resort with Excellent Service! Our first ever visit to Cancun involved researching just about every hotel and resort on the strip and we decided on the Westin Resort mainly due to the price and the location. This resort is located on the very south side of hotel row away from all the malls and restaurants. Our decision paid off as soon as we pulled up and checked in. At the front desk we were greeted by Efren who immediately made us feel very welcome . Efren, very efficiently checked us in and in a very professional way made us feel right at home at this amazing resort. We had further contact with him throughout our 5 day 4 night stay and every time he went above and beyond to answer our questions and point us in the right direction. He really made a great first impression and set a very positive tone to our stay. Thank you!!! Our room was incredibly spacious with amazing views. First night we dined at Arrecifes, which is a very nice and upscale Mexican restaurant on site. Great place for Mothers Day dinner. Breakfast at the El Palmar was perfect every time. The kids loved the variety of breakfast food to choose from. Mexican coffee in the restaurant, try it, you'll love it! The service at all the pool bars and at the "Brisa" was top notch. Thank you Javier and Mr.Toledo for taking great care of us by the pool. At the end of the day "The Place" is where you'll want to be.Try the Mexican wines, great selection. The outdoor patio with the live music and ocean views was definitely one of our favorites. Bottom line, there is nothing negative we can say about this property. The location, the price, the SERVICE !!! Every employee we met at this hotel was amazing. One can overlook small things, but the way one is treated by the staff makes the biggest impression. The management must be doing something right at this property and for that reason we will be back for what I'm sure will be yet another great stay at the Cancun Westin. July 22, 2013
Rated 4 out of 5 by 2nd stay - Great staff This is our second stay in the hotel, and our first with a child in tow. There are several great things about this hotel. First, it's location! I love that it's away from the hustle and bustle of the rest of the hotel zone and that it sits on an absolutely GORGEOUS piece of beach! The hotel staff is very kind, friendly, courteous, and competent! Most of the staff we encountered cooed over our 9 month old daughter and helped us secure extra necessities (high chairs, extra napkins, etc) very quickly when needed. The hotel is a bit older and there were definitely some minor cosmetic issues that needed fixing. I tend to have a scrutinizing eye. My husband didn't notice as many of the issues. Some of the issues, for example, were white primer on blue accent walls on the hotel exterior; poorly cut carpet that overlapped the wall in front of some of the rooms; beach chairs that sagged due to the age of fabric and wear; lightly stained duvet covers; Westin "etching" stickers on double-paned windows that were poorly applied (crooked, not lined up properly, etc); and so on. My in-laws also stayed at the Westin during this vacation and had a room on the floor below us (1200s). One huge difference we noticed immediately was between our rooms. My room seemed to be more recently renovated, with large beige floor tiles, wood trimmed dressers, and newer granite in the bathroom. Theirs had much older, smaller aqua colored tiles (which made the floor appear old and dirty even though we knew it was very clean), older bathroom fixtures, and much older dresser. Also, the artwork in my room was abstract geometric with tones that matched the color of the fabrics in the room. My in-laws had no artwork save for a single white plaster "sun" on a white wall. Our views of the lagoon were equally beautiful. Compared to my previous stay (late spring 2008), I found the hotel to be more updated and the food more competitively priced. The food, overall (room service, restaurants, and bars), is fairly good. Arrecifes is a VERY nice restaurant (tip: request a table outside and make reservations!). The food is quite good and the waitstaff is incredibly friendly and competent. My only major complaint during the stay...on Friday, in the afternoon, we went down to the pool/beach area near the pool with the bar. There were other kids around as well as older couples. In the pool were some 20-somethings (I'm only 32 myself, so not too far off) and it seems that they were permitted to hook their iPod (or iPhones) up to the speakers to play music. The music was a bit too loud, but that can be forgiven. What was inappropriate, though, was the profanity and content of the music. Several of the songs (some of which were repeated by the girl controlling the device) mentioned (multiple times) a racial slur and one song which described a girl performing a split, lowering herself onto the singer's (lyricist's point-of-view) privates. I couldn't believe it. Shortly after that song, the music was turned off. I suspect that the staff had NO clue what the music lyrics described. Unless you're fluent, it's hard to tell sometimes, especially over a loud bass beat, what is being said. (Side note: the girl who belonged to the iPod appeared hammered and was also dancing on the bar on one end. Later, we noticed that her parents were at the OTHER end of the bar!! I couldn't believe it!! It was her grandmother who told her to get down from the bar.) March 9, 2014
Rated 5 out of 5 by This Hotel has great respect for its customers The employees of this hotel have a real concern for your comfort and want you to enjoy your stay. March 5, 2014
Rated 5 out of 5 by Best visit ever! Can't wait to return We love the Westin Resort and Spa in Cancun. We’ve been coming here with friends since 2003. A couple of years ago we weren’t sure we’d be returning. The staff was being stretched very thin and forced to cover more area on the beach; although they tried very hard, the service suffered. We contacted the hotel directly with our suggestions and concerns and were glad to find significant improvements this year. Not only were there more staff people providing excellent service but good work was being done to spruce up and improve the facilities. We had noticed, as had a number of other patrons, that those facilities had begun to look “tired” and we had feared that this older hotel was being neglected as the Westin upper management was more interested in their bigger and flashier new hotel up the street. This year, however, we had a sense of a rejuvenated and well-functioning hotel. We like staying at the hotel’s Royal Beach Club section where our room includes not only a balcony overlooking the beach but breakfast and cocktail hour in the dining room below. We were generally pleased with the breakfasts and—somewhat less consistently—the evening appetizers. The latter were improved since last year’s selections, though the occasional recycling of morning leftovers was not always a successful idea. The Westin Resort and Spa in Cancun offers a great location and facilities for those like us who are not into the noise and crowds of “Spring Break.” The spectacular beach is one of the best in the hotel zone and one of the features that set this very special hotel apart. The buildings are of a human scale, low-rise rather than massive and huge, and you are only steps from the beach from any room in the complex. Getting up the Kukulcan Boulevard to some of our favorite restaurants to eat is as easy as going to the bottom of the hill and catching a bus. We want especially to commend our frequent beach- and poolside waiter Bernardo. We have known him since we began coming to the Westin in 2003. He is a wonderful presence, a hard worker whose engaging friendliness enhances the entire vacation experience. We look forward to seeing him every year and he always remembers us. Remembered fondly also is the excellent Marco at the Royal Beach Club. He and the other wait staff in the dining room work hard and always maintain a pleasant and positive manner. Another staff member we would also like to name and commend is Gerardo the masseur, both for his skill at his trade and for his pleasant and engaging manner. He is another whose face we will hope to see again when we return. We are already looking forward to our next visit. April 23, 2012
Rated 3 out of 5 by Just OK... I wouldn't call this a true 4 star, the grounds are dated and you cannot get a balcony room unless you stay at the Royal Beach Club. We had an ocean view room but you couldn't open the window past 2 inches or so. The room was nice and clean, met my needs but expectations were no where near surpassed. We also upgraded to the all inclusive which I would highly recommend. The Sea and Stones restuarant was so good! The all incusive is why I'm recommending this hotel. I eat very healthy and was able to get grilled salmon salads for lunch and the quality of the food was excellent. The reason why I probably will not return is the SPG Recognition. The Westin was actually sold out when I went to book it. Therefore, I went out of my way and booked on my corporate website. Not understanding that it was considered a "3rd Party," I received 0 credit for my stay and did not get any benefits that came along with my status. Next time, I'll just book elsewhere. February 27, 2014
Rated 3 out of 5 by Average Average hotel with an awesome view. Very non descript except for the view. Room was somewhat cold, with no wall art whatsoever. A couple of days there was no hot water in the shower. The staff was friendly and helpful. Always willing to go the extra mile to meet your needs. February 27, 2014
Rated 5 out of 5 by Better than I expected Very relaxing spot. This is one of the first hotels you reach from the airport and away from the congestion. Rooms are comfortable and the sounds of the ocean at night were memorable. Beach is very nice. Restaurants were good and the breakfast was great. We will definitely be back. December 26, 2012
Rated 5 out of 5 by Paradise I loved my stay at Westin - Cancun .. The staff was most helpful.. Before my stay I communicated thru email to arrange my transportation to the hotel from the airport (using this service was less expensive that an airport taxi), I was also warned of the pushy salesman at the airport, completely thankful..., the beach and ocean view from my room every morning was breath taking, finally the bar tender was most amazing... He was so giving and even made my birthday special... What an excellent stay.. Far exceeded my expectations at every level... November 16, 2012
Rated 5 out of 5 by Perfect beach vacation We stayed in the Royal Beach Club. We loved the quiet, private feeling there. The views were fabulous from our room. Marco made our morning breakfast very enjoyable and we had good service at the evening happy hour also. December 11, 2012
Rated 5 out of 5 by SPG Recognition is Outstanding The Royal Beach Club is a wonderful asset in this property. The complimentary breakfast was one of the best we have experienced and the evening snacks and complimentary drinks were also a perfect way to relax after a day at the beach. Our room was on the lagoon side with beautiful views. The Spa and exercise facilities are also quite good. Thanks to the staff for a splendid stay. March 19, 2014
Rated 5 out of 5 by We were pampered by the staff! We stayed at the Royal Beach Club. The staff is friendly and helpful. Each of our servers was attentive and made our stay a true vacation. I had a blissful massage by Alejandro. Great breakfast and appetizers. April 2, 2012
Rated 5 out of 5 by 6TH STAY AT ROYAL BEACH CLUB WE HAD A WONDERFUL TIME IN NOV. AS USUAL. STAFF WAS GREAT. WE THINK OF THEM AS FRIENDS. HOPE TO GO BACK AGAIN. March 11, 2013
Rated 5 out of 5 by My favorite escape for three consecutive years I have been to the Westin Cancun & Spa for the third consecutive year. I have been upgraded to a Royal Beach Club room (initially laguna view, then ocean view) and I have been able to enjoy the amenities offered in this part of the hotel. Breakfast was complimentary and offered a great choice of healthy products; in addition cocktails and finger food were also offered at the end of the afternoon. The hotel's location at the very beginning of the "Zona Hotelera" allow the guests to enjoy an oasis of tranquillity and relaxation, far from the busy and loud big hotels. The pool and the beach areas are great and you always find a chair and umbrella available. The food and drinks offered in those areas are delicious. The best of this hotel is the great service provided by its great employees that work with a sincere kindness. I have been so glad to see "Marco" again for breakfast. He recognized me because of my past stays and he welcomed me with his "Mi casa es su casa" attitude; it was a real pleasure to begin my day with his great smiling service. The only glitch I have experienced was at the check-in, when the employee recognized me as a Gold member instead of a Platinum. This was due to a computer error and it has brilliantly addressed by the local hotel management. I have also enjoyed a great massage in the Westin Spa. I would suggest to renovate the SPA as well as the Gym as the facility and the machines are aging and definitely need some maintenance. I have spent a wonderful time in this hotel and i will for sure come back, hopefully very soon. February 3, 2014
Rated 5 out of 5 by Perfect Vacation We stayed at this hotel for a 4-night getaway. Our vacation here was perfect. We had a top-floor room with a balcony and ocean view. It had a surprising cathedral ceiling! The room was very comfortable. Housekeeping was exceptional. Staff went out of their way to say holà and make us feel welcome. The resort was pretty quiet when we were there so we had no problem getting dinner reservations or finding a nice beach chair. The setup of the resort with bars and pools right on the beach is perfect. The food at Arrecifes is excellent, I recommend eating outside on the balcony if possible. I was a bit disappointed with Sea and Stones however, it was windy which made grilling the food difficult. The breakfast buffet is wonderful, they had a wide variety of delicious food and very attentive service. Some might find the design of the hotel a bit old (monumental concrete painted in colours) but in my book this vacation was practically perfect. I highly recommend this hotel and hope to be back soon. December 6, 2013
Rated 5 out of 5 by Perfect family vacations We spent 13 nights in this great hotel during January 2014 and we really enjoyed it! All the hotel staff was really helpful and kind, to assist you in every detail of the stay. Two waiters at the RBC deserve a special mention, thanks to Bernardo and Marcos. I highly recommend to stay at the Royal Beach Club building, as this part is fully remodeled and rooms are bigger and all with private balcony which is really a plus. Additionally, the breakfast and the cocktail at night are a great plus for this hotel area, nevertheless sometimes the food variety during the cocktail is not that good. The beach pools are perfect, clean and really close to the beach with spectacular views, and if you're traveling with young children you will have just perfect vacations as we did. Additionally, the beach is perfect and you have comfortable beach chairs. Just in front of the RBC the beach has some waves and if you want to be in the sea without waves, you can do a 3 minute walk and swim in front of the Club Med hotel. If you like snorkeling, there's a reef spot (it is a National Park with guards) only at 10 minute walk from the hotel by the beach, just crossing some rocks thru a path. You need snorkeling equipment including life vest, but there's a rental equipment area if you need any item. The location is just perfect! I really recommend this hotel and if you are an SPG elite member, you will really feel the SPG benefits and elite recognition with no issues, no matter that it is a vacation resort, they would do whatever they can to make your stay comfortable. February 27, 2014
Rated 5 out of 5 by The best trip ever. The Westin Spa is a beautiful hotel . It could use a small face but it gives you the total feel of Mexico. I want to comment on one of the best attendents Bernardo. He took the best care of us outside on the beach or near the pool. He was always near and helped us with what to do for night life and more. The staff was very friendly and the food was great. Keep up the good work. I would recommend this Hotel to anyone March 29, 2012
Rated 1 out of 5 by No Ocean View, but price is Ocean View My reservation is "Ocean View Room". But I hardly see the ocean from my room. Only I can see the palm trees. If you want to see the sun come up from your room, this is not the hotel, especially half of the rooms at 2 floor of Royal Beach Club are called as "Ocean View" but "Nothing View". Also I booked "All Inclusive" plan. If you can eat 5 times a day, and 20 cans of beer a day, then it will work for you. Otherwise, I recommend not to book with "All Inclusive" plan. March 22, 2012
Rated 4 out of 5 by A tranquil piece of Cancun Far removed from the usual hustle and bustle of downtown Cancun is this "secluded" retreat. The definition of relaxation is having Bernardo bring you chips and salsa while you bask in the sun. March 25, 2013
Rated 2 out of 5 by Pros and MANY Cons While the facility is well located on a gorgeous beach, it is older, understaffed and dirty. Housekeeping was subpar to be generous. Room service dished were consistently left in the hallways for extended (18hr) periods of time. Room was not cleaned... more like straightened out. Dirt marks in the bathroomsthat i was easily able to remove with water and a towel were never touched. Surprisingly the bed was not comfortable and the usually high thread count sheets were rough and scratchy. The Duvet cover was polyester, not cotton Hotel was at best 30% full. Food at Hotel was also not great in any of the restaurants or bars. Concierge staff continually suggested local restaurants that were AWFUL. Finally, exasperated, we engaged a fully fluent concierge in a conversation where he/she sheepishly acknowleged that we were being sent to restaurants that were giving the staff kickbacks for their referrals. I found this offensive and upsetting. After telling staff that price was not a concern and that we were looking for "Non-touristy" GOOD food we were repeatedly sent to places that were subpar. In one instance the food was so bad that we paid the check and left without eating. (I should add here, that when we complained to ( a different) concierge, he said... I NEVER send people there for dinner. Only lunch. The food isn't good. Beach staff was non existent and you had to get up and go to the restaurant to get a drink. Most annoying of all was everyday there were "VOICE MAILS" on my phone... actually house advertisements for the spa and restaurants. PLEASE, this is not what i want on a vacation. We were not very happy. AS big a fan of SPG as we are, this hotel and it's staff does not live up to Westin Standards. December 23, 2011
Rated 5 out of 5 by Amazing Trip Experience For my spring break this year I stayed at this Westin resort and was pleasantly surprised as it went above and beyond my expectations in every category. The hotel is modern, clean, and contains everything needed for a fantastic getaway. The staff was excellent, they attended to any question or need with a smile, and were very helpful suggesting attractions on and off the resort. The restaurants were very reasonably priced with a wide variety of choices to select from. My favorite spots were the Sea and Stone dinner by the water, where you can cook your own food at the table over a hot slate, and El Palmar, the buffet-styled restaurant that also looks out to the beach area. El Palmar was a more casual location but we kept going back because of our waiter we met the first night, Alejandro (Alex). He was very pleasant, spoke to us about our stay throughout the meal, and was very knowledgable about helping us decide what to try for dinner as well as suggesting fun activities to do through the hotel afterward. His excellent service, attentiveness, and friendly personality helped to make our visit memorable. The only negative I could say is that the internet connection could be a bit tricky, but it did not impact my trip in the least. I will definitely recommend this hotel to others, and hope to return soon. March 12, 2012
Rated 5 out of 5 by Really enjoyed this property! great quiet location! We stayed ten nights over the holidays! Family with two kids 8&9 My mother in law joined us for two nights. Stayed in the Royal beach part of the property. Beds were very good! This is a big thing since I have been all over Mexico and its often like sleeping on a rock! This alone is A+ Our maid was also outstanding! She couldn't have been nicer and did an amazing job! Wish I remembered her name! She really was sweet and consistent and did a much better job than most maids at other resorts I have been to! As far as service express via telephone, anytime we called they responded! Usually full properties let it ring and ring like the one in Aruba! My mother in law had a problem with her room and the manager really looked after us! Thanks so much! Handled so well !!!!! The buffet breakfast at the two locations was excellent! I think at full occupancy during the holidays you need a few more waiters ! Same with the evenings! I have stayed in other resorts over Christmas and New Years eve, but this Westin did not feel crowded at all even though all 400 rooms were full! You can always find chairs at the pool or the beach! Excellent again! I went to Aruba (Westin) and would never go there during this busy time ever again! So this property is excellent even when it is totally full! I loved the layout of the hotel on the beach and pools which is so close to the rooms. Never felt crowded at this part of the beach! Nice white sand! I though the staff like Laura and Jorge were super and the GM was outstanding! Can't say enough how much they made these ten days so wonderful for us! Thank you so much! It was also our 10th and they sent us a nice surprise! Thanks again so much for being so kind! I will be back over the next few years for sure! Tim January 12, 2014
Rated 1 out of 5 by Hotel has some serious management issues Attended a wedding there with a group of 150 people. Although we made are booking 6 months in advance: Many of were told that our confirmation and rates were not valid. I wasnt provided a room until 6 hours after check in. They had us going from one bldg to the other. When we were given a key. The room was occupied by another guest. And they were extremely upset. The hotel never made any attempt ot take ownership of the problem and or apologize to the guest. In fact the check in Clerk avoided us and would not speak to us. The ,Manger never attempted to get involved in this issue or the other issues of the 140 guest. They worst hotel stay I can remember in years. In praise I can say the employee are friendly and quite charming. But they have no direction or training in Star wood Standards. tj January 25, 2014
Rated 4 out of 5 by Good resort with great dining options The resort is not right in the heart of the hotel zone, it's in a quiet area with proximity to airport. The facility is very neat and the staffs were nice with warm welcomes. What I liked the most about this resort was the dining - many choices and Sea & Stones is absolutely my favorite! Your order is cooked on a hot stone, and they will bring you a block of stone to keep the food sizzling and warm. It was an interesting experience. October 13, 2013
Rated 3 out of 5 by Westin Cancun - RBC My husband and I enjoyed our Valentine's Day at this resort, staying for two nights in the RBC. We enjoyed a couples massage by moonlight in the outside cabanas as well as the four-course dinner al fresco. The staff made the evening very special, with my massage being one of the best I've had (gracias to Teresa). The facilities are a bit dated, with the Westin Lagunamar being the updated property in Cancun. The room was comfortable, quiet and clean. The hotel is not particularly luxurious or current. But if you need some mid-winter sunshine and beachtime, the property certainly meets those qualifications. February 18, 2014
Rated 4 out of 5 by Cancun gem This Westin is located on a beautiful beach that goes for miles. The service is outstanding and the staff goes out of it's way to meet your needs. Worth it to upgrade to the Royal Beach Club for the large balcony, breakfast and evening apps and cocktails. The massage by Batman and Robin is the best I have ever had. November 18, 2011
Rated 5 out of 5 by A Perfect Stay! When visiting Cancun, I would not stay anywhere else. Everything was perfect and we were constantly "wowed". We can highly recommend paying a bit more to upgrade to the Royal Beach Club. You have a choice of Lagoon or Ocean View and the price includes a wonderful breakfast table and evening appetizers with wine, beer or cocktails. Our view was so stunning that we did not want to leave the room. It was like having our own private beach. The staff was amazing. We miss our waiter who took such good care of us every morning and who could light up the room with his smile. All areas of the resort exceeded our expections. The Spa is a must with many unique treatment options and if you are looking for a transformational experience, try the Mayan Temaszal. It is really worth it. Thank you to the entire staff of the resort. . We will definitely return. February 3, 2013
Rated 5 out of 5 by Total Relaxation and Exceptional Service We stayed here for a week after three nights at another hotel where I had a business meeting. We could not have been happier. The room was spacious and clean. The pool and beach at the Club were perfect -- it was very quiet. What made the week exceptional was the attitude and helpfulness of the staff. Food was excellent. We liked the property so much we didn't leave it once! October 13, 2013
Rated 1 out of 5 by RMKeeper From February 16th to the 23rd I stayed at your resort as a gold card member. Well I have to tell you this resort fell well short of your standards. My room was very dated in need of renovations Example was the entire bathroom was tired , all fixtures including the shower, toilet, sink and counter and tub were old and the mirrors had permanent marks on them in bathroom and actual hotel room. The pillows were very woren and should be discarded and replaced with new. The food at the resort was substandard. Ate 2 meals on site and went off site for all the rest of my meals at dinner. It seemed like you were trying to mix all inclusive food with customers like myself who paid for their meals and received all inclusive standards. I have stayed at numerous properties in your family and found this one to be far below the standard. Someone from head office needs to look at this property. Needless to say I would never stay there again and would not recommend this property. March 7, 2013
Rated 5 out of 5 by Beautiful hotel, lovely service This is a wonderful hotel, right on the beach. The front desk graciously upgraded us to a room with its own private veranda opening up onto one of the pools, with a view of the ocean. Fantastic 15 foot ceilings with nice decor. I can't wait to go back again! The Service was superb! I miss the margaritas already! December 8, 2012
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