Rated 3 out of 5 by GoAstros321 Service needs improvement
Check-in staff was not welcoming and reluctant to really help address my questions. Instead, the check-in staff starred at me and said they did not know what to do. The concierge recommended very superficial restaurants that lacked the local vibe or food quality we hoped for. The house keeping staff was unable to deliver extra blankets and made me walk to the front desk.
October 6, 2014
Rated 4 out of 5 by Marjean Great Resort hampered by Construction
What a beautiful place and location.
While we understand the need to update the rooms, we wish we had known about it. The main restaurant Oceano was closed so we had limited eating facilities, the construction noise was 24 hours (fortunately not too close too our room) and the paint smell was very strong in our room.
On the very positive side, the staff, in particular, Judith, were so friendly and went out of their way to help you and make sure you were pleased with everything.
We had a studio villa which was too small for us but, it was a promotional stay and that is what they offered. It was well planned out even though it was small so we made the most of it.
Next time, yes, in spite of the problems, we will be back, we will be in a one bedroom and hopefully the construction will be over. It is a lovely resort with beautiful beaches and pools.
October 5, 2014
Rated 5 out of 5 by Duckboys Wonderful trip
I had planned on gong to Cabo instead but the hurricane changed that. From the SPG agent rebooking me on two days notice to the wonderful, courteous staff at the hotel, it was a wonderful trip. EVERYONE of the staff was extremely and genuinely friendly. I opted for the Green treatment so I cannot comment about housekeeping. I would certainly go back and recommend this hotel to anyone
October 1, 2014
Rated 4 out of 5 by IloveCancun great property
My husband and I stayed six nights in a studio villa. I really appreciated the layout of the room. The kitchenette is a little small for serious cooking but great for making breakfast and serving snacks and drinks. I enjoyed having a washer and dryer and a decent sized refrigerator with a freezer that made plenty of ice (bigger than dorm size) and the fact that the kitchenette was fully equipped with dish washing soap and laundry detergent. The location of this property is excellent. It is right across from La Isla mall which has upscale shops and some excellent restaurants. Bus service to downtown is readily available and inexpensive ( 75 cents per person). We took the bus several times to downtown to do grocery shopping and go to La Habichuela(excellent local restaurant which has the best chicken mole ever). We have been to Cancun many times and stayed in many different hotels but would love to return to this property.
September 20, 2014
Rated 5 out of 5 by arielv03 Always a Great Experience in Cancun
I've been coming for a few years to the Westin Lagunamar, it never disappoints me. The service is perfect, just there when it is needed. Beach is beautiful. Close to everything.
September 9, 2014
Rated 4 out of 5 by Pancho61 Get away with confort
Even though Cancun is a very noisy place, I was surprised that in this hotel you can really be by yourself and not be molested by other guests.
You can get the privacy you whant, if you want it.
The beach is beautifull, and you get excellent service there.
August 31, 2014
Rated 5 out of 5 by benliz overall a very comfortable and pleasant place to stay
The moment we walked in to the hotel we are pleased on the courtesy and hospitality of the staff. From the concierge to housekeeping they were all polite and respectful/ hardworking and doing their job well. The cleanliness and the calm/ peaceful environment. The way rooms are set up, overlooking the ocean . We have been travelling as a Starwood member and this is the only time I have written a review ! Its because this place is really recommendable. This place is really for a relaxing vacation. See it yourself and I will say no more .
August 21, 2014
Rated 5 out of 5 by AdamJK Perfect group holiday location
My wife and I vacation in Cancun every year, usually with a group of friends. This year there were eight of us (4 rooms) and the trip was again excellent. The Westin Lagunamar is a gorgeous resort situated in the very best spot in the hotel district, directly across from the La Isla development with an array of shops, bars and restaurants along the lagoon, and minutes from the club zone. The beach and pools are spectacular, and the rooms, particularly the villas, are spacious and wonderful. There's been a marked improvement in the service at the resort in recent years, as you would expect from a Westin. This is an excellent hotel - we're convinced it's the best option in Cancun!
August 20, 2014
Rated 5 out of 5 by JKC2014 Excellent Choice of Hotel in Cancun
Our family had a wonderful stay at the Westin Lagunamar in Cancun. It's a beautiful resort, immaculate and inviting. Our favorite is the infinity pool which faces the beach. Most of the staff there was very helpful and friendly. The resort owner's concierge desk however was not very welcoming perhaps due to the fact that we were not time share owners. We had approached him passing by the lobby and was told to speak to our own personal concierge who was located in a totally different lower floor area, difficult to find. Our other complaint was house-keeping did not always completely clean our one bedroom unit. The kitchen area was often neglected with the stove top uncleaned and dishes left in the sink untouched. During our 5 nights stay, house-keeping did not get to clean our unit when we returned at 4:00pm having been out since 8:00am one out of 5 days. Towels, toilet papers, toiletries were not always fully replaced which was annoying. It would've been a perfect experience other than the mentioned annoyances above.
Overall a great resort for fun and relaxation.
August 19, 2014
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 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 5 out of 5 by MLCS What a wonderful week in Cancun!!
We just got back last night after a wonderful week at the resort. We became owners late last year in the Starwood Vacation Network and this was our first time staying at our "home" resort. We can't wait to come back! The grounds and facilities are just beautiful.
Emma was our assigned Elite Concierge and she was wonderful with restaurant recommendations and reservations. When we discovered our room was missing a blackout curtain in the living area where our daughter was sleeping, we called her and within minutes someone arrived to look into the matter.
Our daughter loved the Kids Club and participated in a couple of their activities including Kids Night Out and cupcake decorating.
Thank you for a wonderful week!
August 10, 2014
Rated 3 out of 5 by PreCruise A dumpy version of a westin
Before you book, be sure to read the fine print. No normal spg platinum privileges are respected here so no upgrade, no early checkin and no late checkout. Ok, if that isn't enough reason to stay somewhere else, I will add the less than helpful attitude of the check-in staff, and this was even at the spg preferred checkin. I hate to imagine what normal checkin was like. This is vacation and I can't wait to leave.
August 10, 2014
Rated 5 out of 5 by MelFig This Hotel is a great place for vacationing
This hotel was what I expected it to be. Its is beautiful, clean and a relaxing place to stay. The food is excellent and most importantly, healthy. The staff is very professional, pleasant and helpful. My family and I are very pleased with the attention we received from everyone. I recommend this hotel to anyone who wants to visit beautiful Cancun, Thanks all of the staff for making this trip so pleasant and memorable.
August 10, 2014
Rated 5 out of 5 by Sanmatpao The best pool in Cancun!!!!
Second year at Westin Lagunamar, we love this hotel, the pool is unique, the villas are so confortables and the staff always smily and ready to help you. We asked for a better view than last year and we had it!!!.
Ready to comme back next year :o)
August 9, 2014
Rated 5 out of 5 by Carlos2222222 Amazing place to stay in Cancun and service was top notch
We had stayed here before and had an issue with the lack of SPG perks and wrote a letter/email and were amazed at the customer service response.
Alberto Ocariz, a Rooms Division Manager, contacted us and invited us to stay again with them to rectify the situation so we elected to give them a shot as we felt it was a great hotel with some minor glitches. . . well we were blown away at their response. We had contacted him and told him the dates we would return so he was aware of when we would be there.
When we arrived the front desk person stated that he wanted to be informed of when we arrived and he called us to see if everything was great and it was as we had been upgraded to a beautiful two-room suite with a nice jacuzzi and a oceanfront view (room 188)!
The rooms are great and the hotel has an awesome layout with all rooms having an ocean view.. . .there are some rooms with better views (building 1 rooms are oceanfront and we also had a nice view of the mayan ruins nearby!). About the only complaint was the shower caddy was not made for holding the westin bath products as they would always fall down when we put them in shower caddy but other than that everything was great!
LOCATION: This hotel is great spot in central location close to the nightlife and also right across the street from the Isla Mall which is a great mall... . .and of course the amazing white beach cannot be beat!
FACILITIES: We love the layout of the hotel with expansive beautiful infinity pools and two hot tubs bookending the pool area and there is a swim up bar!
There is a convenience store on site so that is always helpful if you need something but being in a central location you can always walk across street to Isla Mall or go to XoXO convenience store which is nearby (similar to 7 eleven). There are also two gyms which are well equipped.
We had complementary breakfast as SPG members which only was for cold food but the selection was nice (additional charge for warm food)
This is where this place shines the service all around is phenomenal! At breakfast at Oceano Tomas our server was amazing and attentive and the service food manager Ernesto always greeted us with a friendly smile!
At the Swim up bar (Viento) Joaquin, Jorge and Edgar were always friendly and we loved their ceviche and happy hour!
In end would highly recommend and would come back here without reservations!
August 2, 2014
Rated 4 out of 5 by davidtesone a litle unhappy
i just wanted to complain that the first night they send by mistake a couple to our room when we were sleeping with our litle dautgther at 12:30 midnight and they tried to open our door and make noise wokle my daugher i got very frustatred. i complained with the lobby and they just apologize.
i never got a certificate or compensation for these incident
July 29, 2014
Rated 4 out of 5 by bklynrose Beautiful resort
I would have given this resort 5 stars if it wasn't for the horrible check in I experienced. I arrived at the resort about 11:30 am and checked in. I was told my room wouldn't be ready until 4:00, which was acceptable because that is check in time. However, when I went to get my room keys at 4:30 I was told the room would not be ready until 5:30. After expressing that this was unacceptable and asking for a manager they gave me a different room within five minutes.
That evening I fell on the resort grounds after having dinner. I cut my knee and they were very attentive to my wound. I expected someone from the resort to check in with me the next day to see if I was okay but no one did. I found that to be very disappointing.
On a better note the resort itself is breath taking. The rooms are beautiful and the views from our balcony of the ocean and beach were wonderful. Our concierge Louis Morales was excellent and the waiters were very attentive. All in all we had a great week.
July 29, 2014
Rated 4 out of 5 by Ed071 Great hotel for a family vacation
Great hotel for kids and family. The rooms are spacious. I expected the staff service to be better. It seemed to me that the hotel was understaffed.
July 28, 2014
Rated 3 out of 5 by mt6096 Awesome views expensive food
This resort has awesome staff and awesome views of the Gulf. The main issues we had were the price of food. Buffet for breakfast for 3 kids and wife cost us $100 US. Also our master shower would not get hot realized that handle was on backwards maintence would not fix just said to use in reverse way. Also no Oven in units... this is different than the Villas in US.
July 28, 2014
Rated 5 out of 5 by brown1 Pretty solid vaca spot
We def enjoyed. Beach and pools are amazing... the only troubles we had were wait after arrival and the bar staff was not always very patient or possibly understanding( english/spanish) as we had some dietary restrictions. Local and staff were otherwise great!
July 27, 2014
Rated 5 out of 5 by ldj13 Beautiful Hotel
The hotel was very well maintained. Beautiful room with everything we needed. The location was great close to the airport and the mall across the street. The beach was amazing. We were very relaxed it was very quiet and stress free. The staff was very friendly.
July 27, 2014
Rated 5 out of 5 by brooklyngirl50 Beautiful hotel
Just came back fro our first stay at the Luganamar. I hope it won't be our last! The van was waiting for us at the airport as promised. Our room wasn't ready but they helped us to get our bathing suits and anything else we needed out of our suitcases so we could start enjoying ourselves. Everyone was so nice and helpful; the bellboys, the waiters, cleaning crew, absolutely every person I came in contact with. The guy who runs the poolside activities is AWESOME! So funny and energetic. He really keeps things moving and everyone happy. Our Concierge, Rosy, was so helpful too. Even before we came she was emailing us to see what we needed to make things perfect right from the minute we arrived. There is a small grocery store downstairs. It has the basics. The Beach is amazing. Beautiful water, lots of chairs and umbrellas. And the pools are perfect. Huge, beautiful, great temperature, swim-up bar, slide for the kids (and me!). And the hotel is in the best location possible - directly across from the big La Isla shopping mall with lots of stores, movie theaters, an aquarium, and all types of restaurants. Trust me, that is a really big plus. The absolute only negative comment I can make is that there is a but of a push to sell time shares there. They are not super-pushy or obnoxious, but they definitely remind you about it at every opportunity. But that's ok. I'm ready to go back right now!
July 27, 2014
Rated 5 out of 5 by orange2009 Stay for the service
This is my second review for the same stay. I wanted to make sure some staff were recognized, Fabian and Gabriel greeted us each time we walked in through the main lobby like we were their only guests, we felt special, cared for, warm, and would come back just to see them alone. Hector at the front desk always took care of my needs whether it was exchaning money, helping out with a request regarding my room, or whatever the concern, he handled everything with professionalism and great care as if I was his family. THe waitors at Viento were wonderful, THey were friendly, provided great service, and left us with a smile on our faces. Some even recognized sine we ate there like 5 times. I will be back due to where the resort is located, how clean and safe it is, the pools, but the people we met (your employees, the ones mentioned) will bring us back.They made our trip special. Thanks Fabian, Gabriel and Hector!!!!
July 21, 2014
Rated 5 out of 5 by orange2009 Great vacation destination
Gated hotel which makes you feel safe, friendly greeting as soon as you walk in, Fabian and Gabriel always made us feel like we were coming home each time we walked through the door, I would come back just to see them again, Viente provides a great lunch with super service, infinity pools looking out to the sea is a huge plus, grounds are gorgeous, every employee who spotted something out of place would stop and pick up a piece of litter or whatever to keep the place spotless, centrally located, feels like home.
July 21, 2014
Rated 5 out of 5 by HoosierfanPT Amazing Hotel!!!!
I've stayed at many SPG hotels and this has been my best experience anywhere. The location on the hotel strip is amazing...directly across from a nice outdoor mall. The beach and pools are top quality. The room was very comfortable and large. We did upgrade to a one room villa and I highly recommend doing so if you're there for multiple days. We didn't use the kitchen but it was fully stocked with supplies for cooking had we wanted to. The shower was awesome as was the bed and view. I can't think of one complaint.
July 21, 2014
Rated 5 out of 5 by Karen1974 Such a Great Place and Great Staff!!!!
I planned a girls trip to the Westin last year the week before Thanksgiving. The staff was very attentive, the manager at the breakfast buffet was the best. During checking the staff was quick and very professional, and even though this hotel has limited SPG participation they recognized me as a platinum member, checkout was just as efficient as check in. You cannot beet the location of this hotel, since they are not an all-inclusive hotel I liked that I could walk out the front door of the hotel cross the main drag and in less than 5 minutes be at the main shopping area in Cancun. I enjoyed the trip so much last year I am taking my family this year for 10days around Thanksgiving!!!!!!! Great people, great rooms, and great location!!!!!!!!
July 20, 2014
Rated 5 out of 5 by PIP57 Great service and a great resort
My wife and I went for our 20th anniversary and it was a great choice. We got a room in building #1 with a great view of the beach and the resort. Quite frankly, I don't think there is a bad view for any room above the second floor.
Most impressively, everyone who works at the resort was fantastic. They were all so nice and were happy to engage you in conversation. Our concierge, Judith, was wonderful, as was Violeta who helped us when we arrived. They gave outstanding advice on where to go and what to avoid. Even the food was great (don't miss the Mexican theme night). I think my wife fell in love with Alberto at the Duna sports bar.
Of course, the best part is the amazing beaches and water. The pictures just don't do justice.
We will be back - hopefully soon.
July 19, 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 2 out of 5 by JRD24 Our experience at Westin Lagunamar
We stayed at Westin Lagunamar last week. In many ways, I don't think this is typical Westin. In our four nights stay, the room was serviced only one time. If that was their policy to service the room only one time a week, they should have made it clear upfront.
The daily fresh towels, and small amenities like shampoo, lotion etc. had to be called in daily. It took us over three hours and three follow up phone calls to receive the fresh towels. Coffee packs, creamer, sugar for the daily morning coffee are not supplied. You have to make your own arrangement. The mini market at the Hotel sells the coffee, sugar etc. but not the coffee filter for which you have to go to downtown. When you are there only for handful days, last thing you want to do is spent over half a day in buying grocery items and throw away all the unused items at the end of the stay. Came across as very ineffective model for the guest services.
Also, we found check-in process extremely slow and took such a long time even though we were about 4th or 5th in the line. We expressed our concerns during our stay with concierge desk as well as with SOV representative, but did not seem to have any action taken on our issues.
We have stayed at many Starwood properties in many countries and it has always exceeded our expectation. But this was totally on the other side and makes us think, should we even consider to stay back here again?
If you are travelling with family, least you would like is daily clean room and some basic amenities provided. I don't think this is too much to ask. For the standard rate Westin is charging for this property, believe me, there are many other choices where you will not have to go thru basic agony.
On the plus side, the location and pool are very good. Proximity to beach is also very nice. But the overall guest experience and responsiveness of the staff requires a serious improvement.
July 14, 2014