Rated 1 out of 5 by Unsatisfied11 Don't come to this place
I felt like they reserved the worst rooms for SPG members. When we checked in around 3PM, they had us wait about 2 hours until the room was ready. When I and my wife specifically asked for a nice room with a good view, they answered "sure". Later we found out it was a room right above a restaurant and a view of ROOF. We had to wait more than 1 hour to get our bags. We have been to other Westin Hotels and we expected "Westin services" but it was most terrible experiences we ever had with Westin. Avoid this place at any cost
April 7, 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 3 out of 5 by JoT43 I was disappointed this time
We were planning this vacation with all the family for months. We raved about the villas. We were in building 900 and its needs some work. The breaker box kept clicking off when you used more than one appliance. We had ants in the bed and more cockroaches than any other visit. Toilet seat was wrong size and had to be replaced. Coffee maker was broken. My grand-son was ill and requested a thermometer and they never showed up.
Floors tiles loose in 928 and 927.
We plan on returning and hope our experience will be better.
July 3, 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
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 3 out of 5 by DavidKo Underwhelmed
Our first stay at the Lagunamar was far more satisfactory than our most recent stay. The staff this time, although very friendly, had issues remembering what was agreed to and fixing their mistakes.
Resort is beautiful and bell hops and general staff is very nice. Front desk at check in needs to be re-trained to eliminate errors.
Oceana buffet is not very good but their off menu food is great.
Concierge needs to be more interested in helping than selling. It is ok to answer questions over the phone!
July 3, 2014
Rated 2 out of 5 by JoeyMexico Disappointment
I recently stayed at Westin Lagunamar hotel and was extremely disappointed by the level of service. My wife and I used 40,000 starwood points combined and expected more. We began the trip with confusion over our reservation, we had to produce an email confirmation to convince the concierge of how our reservation had been made. We had also requested an early check-in when speaking with our Starwood ambassador, and when we arrived at the hotel our room was not ready and we had to wait 3 hours for our room to become available. Which was then preceded by receiving a room that was not cleaned (bed undone/industrial vacum cleaner in the closet). It took three requests to have the room finally cleaned.
Next, I received continental breakfast coupons as a platinum member, which my wife. I asked the front desk, in person, if I could utilize two of these vouchers for a different day, since my wife and I would not be using them on consecutive days. They said no, we had to use these vouchers on the designated date or forfeit a breakfast, which made ZERO sense to me.
Then we went to the restaurant and were informed, after we had "selected" an additional item, that it was not included in the breakfast package, which I thought was EXTREMELY rude, since it was already on my plate. Then the waiter said, "he'll let this one slide," as if he were doing me a favor. The waiters kept starring at our plates to make sure we weren't adding other items, which made breakfast very uncomfortable. My wife and I were speechless, as this transpired in front of other guests.
We went to breakfast on day 3, and were informed by the restaurant upon arrival that our room (845), had a credit card issue (SPG American Express), and that we couldn't add breakfast to our tab. I asked them what could be wrong, and they said I might have reached my credit limit???!!!!
Luckily I had my wallet on me so I didn't have to walk back up stairs. After another miserable breakfast, I spoke with the front desk and they apologized for this inconvenience, and said the "system" did not keep my card on file.
My wife and I value our starpoints, as we travel quite a bit for work, and utilize this program to unwind. I expect more from Westin properties, and starwood in general. We have been to this property before and had a wonderful experience, which is why we decided to come back, but in general the level of service received would truly make us consider returning in the future..
July 7, 2014
Rated 4 out of 5 by HotelRealist Great family resort
We had three rooms, eight people (three generations) staying at the hotel over Christmas 2011. The rooms were immaculate. The kitchenette and washer/dryer came in handy. The multi-level, infinity pool was fabulous. We never had any trouble getting lounge chairs. The beach was well maintained and easily accessible. The pool side menu was good for a quick snack. Since the facility is located across the street from La Isla mall and several restaurants, it could not be more convenient. Special thanks to Victor and Sergio who went out of their way to recommend restaurants and made us feel at home. What I would change: Internet did not work for days at a time. Do not count on even receiving e-mail headers. Please do not count on the Internet as a means of communication. The elite concierges were less than helpful. Violetta claimed to have made reservations that upon arrival did not exist. She also provided discount cards that were invalid at their own hotel!! If you want the real scoop, ask Victor. I've been staying at Starwood properties as a platinum guest since 1997.
December 28, 2011