Rated 5 out of 5 by Leticia07 This hotel is excellent.
The hotel has excellent customer service and amenities. thank you
May 13, 2013
Rated 4 out of 5 by Stewart2411 Laguna Mar Pros and Cons
Pros: checkin was easy, concierge was lovely, staff are marvelous, grounds, pools and beach are wonderful, swim up bar is fun, waiters are awesome, massage was very good, overall staff is great!
Cons: had to wait until 5:30 pm to get into our room. Kitchen cabinets and refrigerator door dirty and sticky with spilled drinks or food, floor not clean in spots, area rugs stained and dirty (they must be steam cleaned or replaced), bed duvet had broken zipper and trouble staying on, tiles and grout in w.c. had stains, shower had mildew on group, bath cabinets not clean, sofa cushions stained. At pool, never enough chairs, pool bar drinks were weak.
April 20, 2013
Rated 2 out of 5 by SPGGoldCP One night was enough to not come back
I was very sad being a SPG member and having stayed at other Westin hotels to have this bad experience at this hotel. I was there less than 24 hrs and I have a list of things that did not work right. After staying at a hippie hotel in Tulum where service was great I arrived expecting a lot more from this beautiful smelling hotels!!! I got that and a nice room. The rest went all bad. I could state the lack of a full mirror and an ironing board in the room as the little things that I could live without. Or the Margherita that tasted like lemon juice at the sports bar. Even the fact that they did not have fresh squeezed orange juice (even though they boast of having a healthy menu). But the concierge I was told to call in case I needed something never answered (she did send a nice welcome e-mail and called when we arrived, but when I called to ask - several times- some information, never did answer.) Or the fact that we left the hotel without having breakfast after waiting for more than half an hour for some Chilaquiles (we asked without cheese or cream and were brought to us twice with cheese and/or cream and the third time they were horrible) is really not acceptable for a Westin. Or the business center where there is nobody to assist you to print your boarding passes and every time you ask for help on the phone you are sent elsewhere in a quite big resort. I hope all this gets looked after instead of just falling into a tourist trap category hotel.
April 30, 2013
Rated 4 out of 5 by WorldTraveller2013 Best concierge EVER
My wife and her friend really enjoyed the stay at this Westin resorts, with all the nice facilities. In particular, they fully appreciated the explanation and details provided by Rafael the concierge. The tour suggestions, guidance and assistance have been most helpful. They considered him the best concierge that they have EVER met, across ALL hotels! Thank you, Rafael!
May 13, 2013
Rated 4 out of 5 by AnaG64 Excellent service,confort and cleaning of the rooms
Thanks for your hospitality, was a good expe rience, we went to celebrate the mother's day with excellent service. Very clean hotel, confortable rooms. We could stay at the pool with towels before check in and after check out time. We will come back and recommend the hotel. The suggestion is to extend the check in and check out time, we had to wait until 4 pm to get the room, even the hotel was 50% of occupaccy...( we arrived at 1030 am).
May 12, 2013
Rated 5 out of 5 by RussandSteph1994 Wonderful Villa and Experience
Thank you Westin Lagunamar for creating an incredible experience for us!
This was our third trip in the last 18 months and the best one yet.
From the call prior to our arrival to welcome us and arrange our transportation, to our check-in, spa experience, pool service, grocery store on-site, BBQ grills -- The entire stay was simply AMAZING!
The grounds are beautiful and our villa with second room made it the perfect place to have family time and also space to take time to relax and renew as a couple.
We can't wait for our next trip back.
See you soon!
May 7, 2013
Rated 4 out of 5 by Leila2013 Hotel needs work
Hotel is worn out, fresh paint is needed in the rooms, furniture is worn out, sofas are dirty, and kitchen supplies are not adequate. Defiantly not Westin standards, this resort is better for time share purposes!
April 30, 2013
Rated 3 out of 5 by TTVV Average hotel
stayed at the hotel for 7 nights end of march
-very nice and big pool
-platinum breakfast in Oceano is very good
- just accross La Isla mall with decent dinner opportunities
-pool concierge: I was at the pool every morning around 6.30 to get decent chairs at the pool. Got very frustrated that all the good located chairs were already taken at that time so tried another day 5.30 and noted that the pool concierge were covering all the good chairs with towels, body boards, shoes from people, sunscreen, magazines, etc so they were reserved for the people who arrive at the pool around 10am and sign the pool concierge for getting their "reserved" chairs in exchange for dollars. I didnt expected to see this in the hotel.
-wifi is very bad, even landline is slow (ask the concierge for private access point to be connected in your room, deposit of 300$)
-owners (time sharers) are more important than renters, main building front desk and concierge doesnt care if you are platinum, some of them didnt knew what platinum was. Only the front desk in second building does.
- platinim concierge is ok, but all the activiteis/trips they offer are at least 25% more expensive than online.
- house keeping came between 3 and 5 pm, as sunset was around 4.30pm we often had to wait outside our room until housekeeping was done. Cleaning was not well done, trashcans not emptied, etc
-pool bar: if you tip 20-25% you will be much faster served than others, especially during happy hour.
- No Platinum upgrade to 1 bedroom although available on the SPG website. Front desk said the availability online was not reflecting the true availability...
April 3, 2013