Rated 5 out of 5 by Clon77 I will surely be back!!! Excellent hotel
This hotel is wonderful. The facility is outstanding. But the perfume of this hotel is its people. Since you arrive they give you a warm welcome. My deep gratitude to Erick for his understanding of my need when giving me my room at front desk. My deep gratitude to MARILU for her smile when we went several times to the front desk, she is the SHINY FACE of GOODNESS OF THIS HOTEL. Thank you to Hector at the front desk for his talent and kindness. Thank you to Eduardo and Delfina at the concierge. May God bless you all!!!!!
June 22, 2012
Rated 5 out of 5 by Historybum One of our best vvacations ever
My wife and I stayed at Lagunamar last March. This is simply a great resort. Our concierge, Delfina, met us upon our arrival. She was extremely helpful in aiding our plans for our stay. Our one regret was that this was just a four night stay. We are rectifying that, by returning next March for a full week's stay. We are bringing another couple with us. The amazing thing to me, is that EVERY room faces the ocean. The staff is friendly and helpful. I don't think I would ever get tired of returning to Lagunamar.
October 22, 2012
Rated 3 out of 5 by Raj99 Poor Service - Good Rooms/Hotel Location
My experience at the Westin Lagunamar was mixed. The issue I had is the service in the hotel was poor and become a distraction from fully enjoying my vacation. However, on a positive note, the food was pretty good when you finally got it, the rooms were quite nice, beach is solid, and the hotel location was very convenient on the hotel zone. I ended with a 2-3 overall rating only to highlight that the service was really weak. If they would have just staffed properly I could see this as a 4 rating hotel.
The Food Service was painful. I can't blame it all on staff as many of them work very hard - I believe management basically understaffed restaurants / bars / beach during the peak Christmas holiday. At the end of the day "penny wise pound foolish " as they must have lost a ton of revenue as we and others just ate and drank less in the hotel. My example is from the first day...it took 2+ hrs to get lunch at the pool bar (15 min to get dirty dishes off our table, 30 more min to order, another 1 hr to get the food, 1 round of drinks the whole time, another 20 min to get a bill). You would hope this was a bad day anomaly, but basically the same story on other days. Also same for breakfast. In general, we learned to order all at once and ask for the check when the food is delivered. Also learned to eat outside of the hotel. Another big disappointment was the Service on the beach which was almost non-existent.
The other service gap was the concierge desk and water activities desk by the pool. I had a "personal concierge" reach out to me in advance of the trip to ask if I needed anything. I sent them a request for dinner reservations for the week. After arriving I realized nothing had been arranged. I tried over many days to get them to assist in making the reservations but each time nothing happened...and nothing was put in my room record. So each time I went back a new staff was there and they knew nothing about the request. I wasted so much time checking, re-checking and re-discussing reservations. This was really unacceptable as it impacted my time and ability to arrange activities. The water activities guys by the pool were similar, bad communication between staff from one day to the next and unable to close out simple reservation requests.
On a positive note they had an activities guy who arranged different beach and water activities. Nice kid. He organized beach soccer, beach volleyball, group pool activities, bingo, etc. Nice touch that was memorable for the kids.
Other positives were the rooms. Nicely equipped with kitchenette / stove, large fridge, washing machine, etc. Bathrooms were large and nicely updated. Recommend the 1 bedroom suite...really spacious and nice. Once of my friends had one overlooking the beach...awesome view. if you get a second adjoining studio it creates a nice two bedroom apt.
Location was convenient. Mall right across the street. Bus stop at end of hotel driveway. Most of the nice restaurants are just minutes away.
So even with my low rating, I would not say to skip the hotel given the positives - especially if you have Starwood points. Just be prepared to deal with services challenges. Hope these lessons help you navigate the system.
January 6, 2014
Rated 4 out of 5 by Jersey99 Great location
The staff at the hotel were attentive and always available. The view from the room was breathtaking. We are looking forward to another visit very soon!
The biggest challenge at the hotel was the inconsistency with money exchange and the acceptance of the US dollar. Upon check-in we were told it was accepted to only later find out that it was not. Once we recovered from all the confusion everything was fine. Also, Wi-Fi was never available. We used the business center instead, which is open 24 hours a day.
July 15, 2013
Rated 4 out of 5 by ddsyes Overall okay, but room for improvement
Room was fine, with exception of mattress and pillows. Good value if you prefer not to eat all your meals out, since the small kitchen in each room gives you that option. Virtually no lobby. Fitness center needs upgrade with more equipment. Great location across from La Isla mall.
January 17, 2015
Rated 1 out of 5 by howellea84 Westin Should be Embarassed.
My family and I stayed at this Westin for the second time in June 2013 and found the experience extremely disappointing.
Check in/Service: We arrived at 11am. The check in process was very unorganized. The first desk gave us a map of the property and charged us for the ride to the hotel. The second desk was where we checked in. It took 45 minutes in line to be helped. There was a preferred member desk with no line and we requested to be helped there, but the woman was VERY rude and said she would try to get to us in a few minutes. 45 minutes later she still would not help us. It appeared she was using the desk as central hub to call other employees instead of using as the check in desk it is meant to be. When we did get help, we found out the rooms would be a while - despite the fact that I had called earlier in the week letting them know we would be early and would like at least one of our 4 rooms to be available. Our rooms were not ready until 6pm. Meanwhile other guests were arriving receiving rooms immediately. As I walked around the hotel waiting to be assigned a room, many staff members seemed to be wandering around chatting or leaning in corridors talking.
When we were finally assigned rooms at 6pm we found that we could not get into one of the rooms. We called the desk to request new keys (I was not about to go down to get them after waiting 7 hours for a room). It took 4 phone calls and over an hour to get new keys despite being promised each time that "someone is on their way".
SPG members are supposed to receive discount cards to use in the restaurants. The front desk is supposed to inform you of this and give you the cards. They did not. Instead we had to request them. I wonder how many people got ripped off because of that ?
Towel cards are also supposed to be given at check in. This was forgotten. When I came to ask for some so we could get towels during our 7 hour wait for a room, I was told I could not have my towel card until I was assigned a room. What did they suggest I do for 7 hours?
The staff are not all on the same page. We received different stories from different people. Example: we had two 2 bedroom lockouts. We asked if we could assigned 1 credit card to each room (4 total). Two staff members said it wouldn't be a problem. Then when we went to the desk to add the other 2 credit cards, we were told it was not possible.
Oceano: Drinks were extremely weak. "Happy Hour" was never staffed properly so it was nearly impossible to get a drink.
Sports Bar: We waited 20 minutes for service despite the restaurant being nearly empty. Guacamole and chips took 30 minutes to come to the table - we could see it sitting in the kitchen window. We ordered drinks during happy hour, but when the bill came, we were charged full price - had to request a reduction. This happened twice.
Other: WIFI almost never worked.
Positives: The room was nice and the pool and the beach were beautiful.
My family owns multiple time shares with Starwood. We have had the pleasure of enjoying them in Kauai, Maui, Orlando, Atlantis, and Jensen Beach. My husband and I were considering purchasing one as well, but after this experience, we are reconsidering. As a seasoned traveler and a loyal Starwood customer, I feel extremely disappointed by this experience and that Westin should be embarassed.
August 19, 2013
Rated 1 out of 5 by Ndplatinum Did not meet expectations
Internet was almost unusable. Staff was not very prompt and always used high season as an excuse. Even the children's activities never started on time and small children were left standing in the sun for a long period. There was a lot of miscommunication amongst staff for any requests made. I donor plan to use this property again.
December 30, 2013
Rated 3 out of 5 by sgraneiro Platinum status not recognized and dirty room
In a hotel in which app. 85 per cent of the rooms have ocean view, I was given a room across the parking lot, on the first floor and facing a walkway to the swimming pool. When asked, the staff confirmed that it was the best room available
Only upon my discovery that the bathroom sink was full of hairs, they rushed me to a marginally better room; it had some ocean view, but it had no privacy since it was still on the first floor and facing the jacuzzi, so everyone in the jacuzzi can see directly into the room. Therefore I had to keep and curtains closed and could not enjoy the "partial ocean view". I asked to change rooms repeatedly but was conveniently ignored by staff and management
This hotel was a big let down for someone like me who usually brag to family and friends about the benefits of being Starwood platinum
January 17, 2014
Rated 5 out of 5 by cancun12 Third stay in last 18 months
Always enjoy staying at this property. Staff is friendly and make you feel welcome and at "home". They are also very attentive to address concerns. We discovered our microwave was not working. Notified front desk of this and a couple of burnt out lights, all were addressed by the time we returned from the mall. The property and grounds are well kept, it seems there is always someone cleaning, wiping down patio furniture, hand railings by the pool etc. Location is great - across the street is La Isla shopping center complete with an aquarium/dolphin show, Starbucks and Mexico's version of Nordstroms, El Palacio. If you rent a car at the airport you can return it at La Isla. Parking is free at the hotel. This is an ideal place when traveling with children as each unit has a complete kitchen and grills are available poolside.
May 19, 2012
Rated 5 out of 5 by Nicky84 Excellent Place
This is my second time staying at the Lagunamar. I was celebrating my birthday and although May is considered low season we had a great time. I loved that the facility wasn't crowded. The staff there are so helpful and hospitable. I really just wanted to relax and everyone was so attentive and made it so easy to just lay back. I had a special candle light dinner on the beach organized by my partner and hotel staff. They made the evening very enjoyable, special, and romantic. We greatly enjoyed our stay. The only thing that could have been a bit better was the internet access was quite slow, other than that, everything was perfect.
May 20, 2013
Rated 2 out of 5 by CD2013Cancun The loudest room ever! Don't go. Can't sleep.
This was a one bedroom villa with missing things in the kitchen. My family stayed in 72* which is above the restaurant. There were compressors on until midnight and turned back on at 6 am. It is like a jack hammer beneath your floor. You can feel the pounding all night long beneath your feet. DVD player broke and they had to change it out two times! The beach towels are worn out and mismatched. Ants throughout the poolside. Bad WiFi and slow Internet speeds. Staff was nice and tried but we could not switch rooms nor did they try. It takes two or three tries to get staff to do something such as wifi router for room or switching DVD player. My wife found baby waste at the bottom of the pool. This was reported but no reaction/action by staff except surprise. Dirty diapers sitting on lounge chairs by pool for the entire afternnoon!
August 5, 2013
Rated 5 out of 5 by Hotspot1 Excellent resort hotel
First time to Cancun and I am glad I chose Westin. Very new resort with everything you need available at your finger tips. A mall right across the road if you need shopping or dining. Staff were generally helpful. My only complaint was that the wifi reception was not available in the room and when I complained to the concierge, the staff was brushed off my complaint and never got back to me as promised. I ended up going out of my room to get wifi.
July 7, 2012
Rated 5 out of 5 by Jain Beyond expectations...3 cheers!!!!
It was our first visit to Cancun and we never expected life long memories. Hotel comforts were beyond expectations. Ample pools, hot tubs, infinity pool, kids had a blast. Villa was comfortable. I wish buffet/food is more reasonable priced so that we don't have to look for it outside or plan for it. Special thanks to concierge desk who planed our days so that we can maximize fun.
August 11, 2014
Rated 4 out of 5 by Manu27 Great facilities poor service
Despite the excellent resort it is, has few employees or some ot their employees don't accomplish the standard is required. Very few waiters @ the pool, it takes so long to be attended, one of the days my room was ready around 8:00 pm, on our check in room was not ready on time and when we arrive it has some dust.
And something that I cant believe is that I unfortunately I left my sandals at the room after my stay, and for the quality of the hotels I'd expected to recover them but housekeeping didn´t find them. I just try to recover them because I was going back to Cancun due to my job in other case I'll assume my omission.
July 16, 2012
Rated 2 out of 5 by Cancun2013 Doesn't live up to Starwood
The service at this hotel is really uneven. Some staff are very helpful, but a disturbingly high percentage are truly bad. The rooms themselves are just decent; they are several notches below what is typically expected out of a Westin and obviously cater to the spring break crowd. The hotel sells itself on its luxe grounds and its amazing Caribbean views, but otherwise is pretty subpar.
January 3, 2013
Rated 5 out of 5 by tmills91 Cancun Spring Break
We went there with the family for spring break and found that the hotel was not overrun with partiers. I actually think we saw more babies then we did college kids. Room was quite large and well stocked with a full kitchen stocked with cookware.
Pools were very large and all the reviewers comments about not being able to fund a lounge chair are unfortunately correct. It was a bit of a pain. The other disappointment was that the pool drinks were quite bad. I'm not sure if it was bottom shelf booze or mixers but we quickly went and bought our own alcohol and made drinks in our room.
As a platinum guest we did get a very nice breakfast spread but as far as platinum recognition that was about it. Check in time was 4 and that's probably being generous. I didn't get a room until after 5 and the hotel was not full.
The best thing about the hotel was that the staff were very friendly. Everyone from the valets (Henry I think??) to the wait staff went above and beyond to be nice and it wasn't a fake nice that you get at some hotels. That would bring me back to this property over any SPG recognition.
I'd also add to get a few shots from the take 5 photographers located by the family pool. They came out amazing and prices were very reasonable.
March 30, 2013
Rated 5 out of 5 by Teresa168 Exceeded Expectations
Westin Lagunamar definitely exceeded our expectations! The facility is well maintained and staff throughout the resort were very friendly and made us feel very welcome. Our personal concierge Maggie Salazar was exceptional and made us feel so welcome. The concierge makes it so easy to book tours and activities at discount rates and be sure to book dining reservations through them. We booked two dinner reservations and received a free round of drinks for everyone in our party at both restaurants!! We also booked airport shuttle through the hotel front desk and it was reliable and efficient. The resort pool is absolutely beautiful with the largest infinity pool I have seen. The stretch of beach along the hotel zone was beautiful and very clean. Can't wait to return to this destination. Our whole family had an incredible vacation thanks to Maggie and all of the many hardworking hotel staff. Highly recommend.
March 31, 2014
Rated 1 out of 5 by HAN71 DO NOT STAY AT THIS HOTEL
As a Starwood Platinum for Life, this property and the staff service was the most disappointing I have had. Three points you need to remember: 1. They DO NOT value SPG/Platinum guests- their focus is on Time Share residents 2. The staff service is poor- starts at the top of the organization Ernesto Me and Alberto O, all the way down to the front lobby supervisor Gustavo D. I am not putting their full names, as most likely you will get a email from Alberto or Ernesto apologizing for your stay and i guarantee they don't mean it. 3. Most of the rooms are quite far from the beach, and the numbering system of the hotel rooms is confusing. Please save your money, points, or whatever, and don't waste it at this hotel. I have asked Starwood to put a flag on the website, that this is not a typical Starwood property- so folks don't get ripped off. We checked out of our room within an hour and checked into another property nearby - much better property and most importantly the staff was welcoming and knew what hospitality and service really means.
May 18, 2014
Rated 5 out of 5 by Heidi2014 Hotel is the best location in cancun
Hotel is located across the street from many shopping areas, bus line and restaurants. We have stayed in other resorts in cancun and the westin's service is superior to the other resorts. The staff is excellent and accommodating to their guests needs. The new spa and staff were wonderful. Looking forward to returning next year.
July 16, 2014
Rated 4 out of 5 by THR7 Comfortable hotel with good service in centric location
Like: Clean, comfortable rooms with complete kitchen and washer/dryer; nice, spacious hotel facilities (pools, restaurants, etc.) and beach; attentive, personalized service; good quality food
Dislike: Very poor internet; poor SPG recognition; hotel lifeguards trying to force guests to swim within the same crowded space on a long, public beach
April 15, 2013
Rated 2 out of 5 by HCT24 Poor Service
My family and I stayed at this Westin last week and though the property is nice, the staff has a lot to work on in terms of customer service. We stayed mostly by the pool since we have small kids and couldn’t believe we had to wait almost an hour to get service to order lunch. This is even after we asked two other waiters for assistance, one a female who was very rude and told us “I am not your server!”. Apparently she ONLY works on the beach. However it was apparent that we had 4 very small children with us, one which was a baby and would have expected prompt attention. My husband had to finally talk to the Manager about this and all he could say was sorry. Unbelievable!
Also be prepared to pay very high prices for food. Nothing is on the house, not even a glass of milk for the baby and they make sure to let you know that it’s going to cost you. As Gold members we supposedly get some perks. One was free drinks at this restaurant La Madonna in the mall. We got our drinks, my daughter accidentally spilled my husband’s. When I asked the waiter for another one, he said that it’s going to cost us. My husband hardly drank a sip!
We have stayed at numerous Westins around the world, and this one surely lacks in service. Will not be spending our hard earned money by coming to this resort again.
August 15, 2014
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 5 out of 5 by RichardR64 Awesome Week Stay
It was a first trip to Cancun. We had an awesome time. Only couple things went wrong but got fixed. Grills in 2 areas didn't work. Pool Bar not open when said it was to be. But those were very minor problems and they fixed them. Staff was awesome. I would like to say a huge congrats to Valentin who was very helpful to our group.
June 10, 2013
Rated 5 out of 5 by Amit14 Amazing location and great facilities
We stayed at the Resort for 5 nights at it was an amazing experience to say the least. As soon as you enter the lobby you know you have a treat waiting for you. We got upgraded to a 1 bedroom suite and it was beautiful. Well, I arrived at 2:30 but i had to wait till 4 (check in time) before they handed me over the keys even though I am a platinum. I did not mind as I was hungry and was able to walk to the mall right across the street for some lunch. The beach is amazing and you have service on the beach. Man I loved it. Just stay on the beach and nice food and cold beer is served on the beach while you soak yourself in the beautiful view of the deep blue sea. There is no lounge for Platinum member so I chose the breakfast as my amenity. They provide limited 'Continental breakfast' and not the full buffet which kinda sucks. But overall the hotel is amazing and I would recommend it to everyone. And yeah the concierge is also great providing you with great information.
May 6, 2012
Rated 3 out of 5 by Disappointed1111 Disappointing housekeeping service
I wasn't able to check in until past 4PM because my room wasn't ready. My family had to sit around and waste our vacation time waiting for a room. Then, for the first several days, my room wasn't cleaned until past 6PM. We came back to room for a nice shower before dinner each day and this was disappointing. I had to ask for extra towels for several days because my room wasn't cleaned earlier. I complained each day, and one of the nights, at past 10PM, a housekeeping showed up to clean my room. I told him the room was cleaned a few hours earlier - apparent miscommunication between the hotel staffs. Good thing my kids were still awake. The hotel started to clean up my room before noon starting the 4th day. On the last day, I asked for 2 more hours for checkout (noon instead of 10AM# since they were late putting me into the room when I checked in. No deal. As a Platinum member and a world traveler #I travel 50% of the time# , I have been to a number of Westin properties around the world, and as with other Westin properties, this is another nice looking property with good amenities but it apparently has logistical challenge with housekeeping during busy season. They know December is a busy season #everyone at the hotel told us everyday how busy they were in December), and the hotel should've been prepared for this uptick. Also, the floor was never cleaned. I mopped the floor with dirty towels for the first few days and the towels were were black. This kept us in our slippers. Then the dishes, which housekeeping cleaned, were never clean. I wiped them with papertowel and they still had stains. We redid the dishes everyday and rather preferred the housekeeping not do the dishes. I started questioning why anyone would buy a vacation timeshare at this property with such a poor housekeeping service and a ridgid check-in/out policy that won't honor their own check-in time. Disappointed.
January 4, 2013
Rated 5 out of 5 by cancun12 Another excellent stay
Just returned home from another fantastic stay at the Lagunamar, 4th stay in the last 3 years has become a bit of a tradition for my 88 year old father and my 6 year old son. Upon check in we were surprised to go to go to our room number to discover we were upgraded to a one bedroom villa. The room was perfect for us, the additional privacy and space was ideal. As always grandfather and grandson enjoyed time at the pool and location of the property. New expansion gave additional swimming options. Hotel was fully booked but with three large pools never felt crowded. Staff attentive and friendly as always, grilling facilities ideal for a family stay and club sandwich at the swim up bar massive. Beach is great, Westin has lifeguards in attendance on the beach. Walking to La Isla shopping mall is easy and convenient. I always recommend Westin Lagunmar when asked where to stay in Cancun. Regarding wifi, yes wireless can be spotty - I bring my own travel wireless router, plug into the LAN line and create my own wireless connection.
August 12, 2013
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 4 out of 5 by Dopey Bait and Switch
Overall, everything at the facility was good. My issue was that I selected a junior suite with a ocean view/partial ocean view and I was assigned a junior suite on the ground floor. The only view I had was several trees and a slip of ocean through those trees. They told me to check to see if there was another room available the next morning but who wants to spend their vacation running to the desk to switch rooms?! And as soon as you walk in the hotel, everyone pushes you to meet "your concierge". And the reason they want you to meet your concierge is because that is the person who is going to do the hardsell on you for one of their timeshares. They offer you enticements with discounted tour activities if you agree to take a 2 hour tour of their timeshare program. To top it off, my concierge gave me incomplete information on the tour we signed up for stating "its all inclusive"..you won't need any money. All I can say is.."BUYER BEWARE". But like I wrote at the beginning, the facility itself is nice. Just skip meeting "your concierge"!!! And if you wanted a room with a view, you better confirm this!!
May 30, 2014
Rated 4 out of 5 by Jpsafety Hotel construction
We went to Duma for lunch and two workers were doing demolition right outside the door right at lunch time making a very irritating old noises. Not a good experience .also all during Wednesday they were using a jackhammer which could be heard through out the area which did not allow us to enjoy the balcony at our villa. Also the hot tub kept breaking down on our side of the pool and most ot the time only one worked out of three.
November 20, 2014