Rated 3 out of 5 by SMNYC Ain't what it use to be…
Great property. Management is obviously ignoring feedback noted here since every response is the same. Noted horrible service in writing during stay and spoke to the Asst. F&B Mgr. who was sad for our experience. No comments from hotel mgr. or front desk on their lack of communication & bad service. Should've known when I had to email twice for every request. Leadership needs to change to make these employees love their jobs once again.
February 21, 2014
Rated 5 out of 5 by Redpanda Wondenful service
we had a wonderful vacation. We love the hotel, the room was very clean and neat. the employees were all very friendly and gave us very good service (only in 1 of the restaurants, they take forever to bring your food) but overall everything was great. all employees are well train and give excellent service. We definitely will stay again.
I would like the water in the pools a little warmer, but for my kids, they were excellent.
we give you AAAAAAAA+
May 21, 2013
Rated 5 out of 5 by Lee2014 Never Disappointed and Well Worth the Visit
We've been to this resort nearly ten times now. There's something for everyone here - families, couples or singles. The rooms are clean, the pools are the best we've ever seen. The infinity pool looks out to the ocean. The staff are super friendly. Carlos (one of the concierge), Rene (of the Fun Team), and Freddy the restaurant manager are all so great every time we come here. We will be back again soon.
March 28, 2014
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 Doc2014 WOW, the Best of the Best!
I expect a lot from Westin properties, and the Westin Laguna Del Mar is simply amazing. The resort is large, with large beautiful clean pools and landscape, clean, comfortable large rooms, excellent food with very little wait for a table even during busy times. But best of all, is the staff. The staff is so friendly, helpful, professional, knowledgable,extremely well trained. I felt like a VIP my entire stay.
March 17, 2014
Rated 5 out of 5 by JanetR FANTASTIC!
From the moment we arrived, we were showered with the most outstanding service we had ever experienced. Everyone on staff was extremely friendly and helpful (and remembered your names). The room was amazing, the view spectacular, the food and drinks awesome, the proximity to everything was perfect and the hotel features superb. We hated to leave but we will definitely stay at this hotel again if we get a chance to go back to Cancun.
September 10, 2013
Rated 5 out of 5 by Iara “A Wonderful hotel”
This is a great hotel. It is very well located in the middle of the hotel zone. Our room was very comfortable. It had everything we needed: all the kitchen appliances, refrigerator, microwave, stove, coffeemaker, washing and drying machine. It has a beautiful ocean view. The beach is private and very clean. The people in the hotel were all very helpful and polite. We had a wonderful time in The Westin. I would recommend it.
October 15, 2013
Rated 4 out of 5 by Jayjay Great location, amazing pool!
Loved this hotel. Everything was excellent except a few things. It was clean, but pull out couch had a funky smell. Second, we did not like that we didn't have an option for early check-in. They said the room would be ready at 2:30 and was ready til 4:00. Other than that everything was great. I loved my French braids done by Patty near the pool. I wanted something simple and different every day, and she was able to do that.
May 29, 2013
Rated 5 out of 5 by Wyatt2013 Great Stay...
First visit to Cancun and wasn't quite sure what to expect. The Westin Lagunamar was a perfect place to introduce me to the beautiful Cancun beaches. As expected, the Westin provides a well-maintained facility with well-trained staff and all the amenities you would expect. Excellent experience from the moment we arrived on property. Our one bedroom mini-suite had an amazing view of the enormous pool and the beautiful blue colors of the ocean.
The Concierge was more than helpful (thank you, Karla) and every staff member was polite, professional and appeared to truly care about the guest.
The "Heavenly Spa" provided a great oceanfront, yet private, massage. The spa facility is well-maintained and offers all the services you would expect.
This was a quick get-a-way to celebrate my birthday and we returned to the room to find balloons, a "cake" and a "Happy Birthday" banner. Whoever did this...."Thank You!"
I know there are many, many other hotel choices in Cancun, but I will return to the Westin Lagunamar!
May 11, 2014
Rated 3 out of 5 by luvspg Hotel Great But......
SPG levels mean nothing here. I booked a 1 BR and requested an upgrade to a 2BR with no luck. The 1BR villa & view was very nice-. My complaint is that I used Platinum amenity points for breakfast. I was told I could only eat breakfast at Dunas & not Oceana & buffet is the same. It is not the same buffet. Dunas closed for season for breakfast 2nd day of trip & front desk told me I had to pay full price for remainder.
August 15, 2013
Rated 5 out of 5 by Debbie This resort is outstanding
Returned to Westin Lagunamar for the second time this January and again had a wonderful time. This was a family vacation, we had 4 units. Our concierge Lucio made sure we were all together, the service was outstanding again. The resort is perfectly located, the beach is beautiful, the pools gorgeous, everything well maintained and very clean. We will return; our adult children are Very happy we are Starwood Owners!
February 15, 2013
Rated 3 out of 5 by staysomewhereelse Longest starwood check in process ever!
This is a nice hotel. However if you are platinum and expect to be treated as a platinum guest and expect a quick check in and an upgrade look at a different hotel.
I arrived at 1:15 and asked to check in. After 20 of the longest minutes they told me one room will be ready at 3:00 and the kids rooms would be ready at 4:00. I requested two joining rooms. They said it was not available because the rooms that have a common interior door is a one bedroom suite and the one bedroom. They mentioned that they could do it if I was willing to pay an additional $129 a night. My question is if a better room is available why wouldn't I be upgraded as a platinum member. This really rubbed me the wrong way.
I returned around 5:00 to get my key and had to wait another 20-30 minutes to get my key because only 2-3 people where checking people other people in and I had to wait for their excruciatingly slow check in process again just to get my key. At this point I was fuming on the inefficiency of this place.
Besides the fact that they give zero preference to being platinum and have the most inefficient check in of any Starwood property I have ever stayed at. The people where extremely nice. My biggest issue is the check in and the lack of platinum preference. For example no Platinum line.
It appears the Westin Lagunamar's mindset is focused on the once a year vacation club people who don't travel much and don't compare it to other hotels.
If it was run like a normal Starwood Property I would stay again. However, I think I would stay at the other Starwood property down the beach because they seem to recognize Platinum Status. If I was only coming for a couple day I would be concerned with the inefficient check in times. When I come to Mexico. I want to spend as little time from plane to pool.
They did offer two free continental breakfast, one for each room. That also seemed strange. If my spouse and I just rented one room normally we receive two breakfast for each room. Not in this hotel. One guest per room received a free continental breakfast. Sorry kids not for you. Most other hotels will allow your children to enter the club lounge if traveling with you. No club lounge at this resort. The club Regina was wonderful at other Starwood properties.
Not anyone thing was a deal breaker. If the property itself was not as nice as it is I'm sure I wouldn't stay. But even with these issues the property is beautiful and may stay again.
If they fixed the check in and would actually upgrade a platinum my view would be much more favorable.
Great Hotel, lousy, inefficient front desk.
June 22, 2014
Rated 4 out of 5 by nechavarria Excellent hotel
We had a great time at the Westin Lagunamar. The staff was great and room amenities excellent.
Great location, beautiful setting and outstanding beach.
There were two things that need work however:
- Internet access was REALLY spotty and when it worked it was REALLY REALLY slow.
- The quality assurance on the linens and towels lacks the Westin standard. (Ripped cover and stained towels were provided).
June 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 5 out of 5 by Bigschultz Our May stay in Lagunamar, wonderful as always
This resort is wonderful in all aspects. My wife and I stayed here on starpoints this last visit, however we stay here multiple times annually as Starwood owners. Location is perfect to shopping and other restaurants. The staff is more than accomodating. We stayed in a studio on this visit, and it was plenty of room and had all the necessities we needed on this trip.
May 26, 2013
Rated 5 out of 5 by kayla123 The perfect place to vacation
We took our family with us to celebrate our 50th anniversary. There were 11 of us and we were treated like royalty the whole time we were there. The restaurants were great, and the staff was so helpful and friendly. The pools were fun for the younger kids, and the beach has white sand and warm water. Fun restaurants within walking distance too.
January 23, 2014
Rated 5 out of 5 by Wellness WESTIN LAGUNAMAR RESORT
LAGUNAMAR IS OUTSTANDING
July 07, 2013 TO JULY 14, 2013
We decided to choose Westin Lagunamar for our first family vacation,and we were not disappointed!! The resort staff and facilities are fantastic! We were allowed to check in early, which was also greatly appreciated! I would highly recommend Westin Lagunamar!! we are looking to our
July 25, 2013
Rated 5 out of 5 by Qsgv Fabulous Resort
We stayed 2 weeks in a studio. It was so inviting & comfortable. The view was awesome. The best thing about this resort is the staff, i.e., the housekeeping staff, the wait staff in restaurants, the concierge staff. The friendliest, nicest, most helpful in the world. The only negative at this resort is the internet connection in villa.
October 26, 2012
Rated 5 out of 5 by JC1738 LAGUNAMAR IS OUTSTANDING
We were at the end of a 15 day stay at Soliman Bay and were leaving the following day. We decided to choose Westin Lagunamar for our last day, and we were not disappointed!! The resort staff and facilities are fantastic! We were allowed to check in early, which was also greatly appreciated! I would highly recommend Westin Lagunamar!!
July 18, 2013
Rated 5 out of 5 by Daniel13 Staff helpful
Our concierge was Violetta, as in previous visits. She was wonderful and warm.
The maids were also very nice.
The towel person, Francois, we also very helpful when we lost a baby's swimsuit - he looks thru ALL the towels in the bin; no suit.
A wonderful stay, and a wonderful place for our grandkids. We plan to return.
December 28, 2013
Rated 3 out of 5 by eliteowner Horrible operations from Spa department to check-in, check-out process
Lots of wasted time spent on vacation dealing with operational items like check-in lines, check-out with wrong bill that took literally 5 hours to clear up; spa department offers great service but with messed up appointments, over charging and horrific operations staff. Lots of work needed to fix homeowners experiences!
December 3, 2013
Rated 4 out of 5 by Rub77 First SPG experience
The Westin Lagunamar have a gougeus swimming pool area, confortable rooms and excellent service.
Even though they were making great works of extension and refurbishing at that time we ended buying a share and became SPG Gold members. We blame the pool and the service.
We hope to visit Westin Lagunamar again soon.
May 6, 2012
Rated 5 out of 5 by Jim234 Wonderful!
Our first stay at this resort and it was absolutely wonderful! The villas are up to Westin standards. The staff was the best part. They are the friendliest we have encountered at any Starwood location. The concierges went out of their way to assist us and made our stay that much more relaxing and enjoyable
October 6, 2013
Rated 4 out of 5 by Jeff67 All we hoped it would be
Beautiful facilities, uniformly friendly and helpful staff, awesome location for a family. Beach is beautiful, waves are fun but not dangerous for kids (plus lifeguards were admirably vigilant). The pool is huge and immaculate with a wonderful view of the beach itself.
The cleanliness of the entire establishment was really impressive, and the rooms were fantastic. Very comfortable beds, spacious living areas, AC and fans cooled the room wonderfully, fridge and washer/dryer were as good as at home.
The only small complaints I had were that as a pale Irish guy, I could have used more shade (I know that puts me in the minority), and that it wasn't very easy to get food or drink before the pool restaurant opened in the morning. I loved being poolside early, enjoying the quiet before the crowds arrived, but it would have been even better if there were Bloody Marys flowing and huevos rancheros to soak them up.
The good points very much outweighed the small negatives. Thanks for a wonderful week.
August 3, 2013
Rated 5 out of 5 by MaryCarmen3 This is a great hotel!
Great hospitality, ubication, service, personal, beach, kindness. We loved it, a real paradise.
April 26, 2014
Rated 5 out of 5 by sandybeach Great Vacation
Just got back from a wonderful vacation. Loved the facility and the suite accommodations. Spent most of our time at the pool and in the ocean even though there was rain almost every day. Also bed and pillows were the best I've experienced other than at home
September 13, 2013
Rated 5 out of 5 by DANIME GREAT FAMILY HOTEL
I WAS EXTREMELY PLEASED WITH HOTEL AND IT'S STAFF. WE WERE A GROUP OF 10 INCLUDING 4 CHILDREN AND EVERYONE HAD A GREAT TIME. MY KIDS DIDN'T WANT TO LEAVE THE POO; AREA. BEACH WAS ON EOF THE BEST AROUND. I WILL BE BOOKING MY NEXT VACATION STAY AT A WESTIN.
June 27, 2013
Rated 4 out of 5 by TJMAZZ Excellent Pool!! Family Friendly
This hotel has excellent pool. The infinity pool has fantastic view, and every pools are kids friendly. One minor fact is food in restaurant. The choice is very limited and almost american food. not international or local food.
December 4, 2013
Rated 4 out of 5 by dottie3088 Amazing resort
The resort was beautiful, our view from the room was breathtaking. We were there with family and was a memorable expierence. A shout out to Felippe and William at the pool bar, great service. We will be back same time next year!
November 4, 2013
Rated 5 out of 5 by Sunday The Westin is great for RRR
Everyone went above and beyond to make our stay remember able one. It's a great place to Relax, Renew and Rejuvenate. The resort feels like home with all the amenities. I of wait my next trip to the Westin Lagunamar.
November 24, 2013