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BoysInNY
Chicago, Illinois

Great Hotel in Cancun

4.0 of 5 bubblesReviewed 27 Jan 2015
There are many reviews about this hotel, so I'll try to point out different aspects.

We had room 131, which was a one bedroom with both a pool and beach view. It was very secluded because it was at the corner of the hotel and there was only one other room on our floor. Most importantly, it was renovated.

Happy hour is from 3pm-4pm and offers buy one get one drinks. It's nice to order these from the swim up bar at both pools.

Be sure and reserve your seat by the pool or beach very early in the morning. Most people used towels, but the towel service opens at 8AM so it's important to get a towel the day before.

There are grills located throughout the property and cooking utensils can be used free of charge from the grocery store on the ground floor. And if you want BBQ, there's better grocery store at Kulkulkan mall, which is about a 10-15 minute walk south of the hotel.

We loved the water slide at the top of the infinity pool; just be mindful of kids.

The resort gets extremely quiet at night, but there are good restaurants at La Isla across the street from the resort.

Overall, the place had great customer service and food/drink selection. Even though there were kids running around everywhere, we had a great time.
Date of stay: January 2015
Trip type: Travelled with friends
5.0 of 5 bubblesLocation
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, Cancun, responded to this review
Responded 29 Jan 2015
Dear Guest,

We would like to thank you for posting this amazing review and sharing your nice pictures of the resort, we are glad to know that you really enjoyed and had a Westin Lagunamar experience.
We look forward to welcoming you near future!

Sincerely,
The Westin Lagunamar Management Team
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (7,883)
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Reviewed 27 January 2015

we are Starwood owners and this is one of our home resorts and the second time we stayed here, it is a great place, clean , friendly nice beach location.
We will defitinley be staying here for many years to come.
the restaurants on the property are so-so, se we ended up walking across the street to La-Isla shopping center and did shopping and took in quite a few meals there.
Chillis is excellent place there, if you are looking for a high end place to have dinner do not miss the Thai restaurant, reservations only, awesome place.
Kids loved the pool and direct access to the beach, in fact my 7 year old grand son wants to move there and work there so he never has to leave and can swim or play on the beach everyday.
something we did this time and have never done before, in the second phase by the kids pool is a company where you can hire a photographer to take family pictures for you, service is free and then you buy a package or just the pictures you want.
Great company, took great pictures, I thought I took good pictures, but these guys blew me away, we ending up buying half the pictures they took, all clear sharp, some on the beach some on resort grounds, I certainly plan to do this if possible when we visit Maui and St, John Westins.

Date of stay: January 2015
  • Trip type: Travelled with family
    • Location
    • Sleep Quality
    • Service
2  Thank roger2013427
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, Cancun, responded to this reviewResponded 27 January 2015

Dear Guest,

We would like to thank you for taking the time to post this great family experience! We are glad to read that you had a great vacation in our resort, the location we have is the best and we are always looking forward to exceed our guest expectations, please come to visit us again soon!

Warm Regards from Cancun!
The Westin Lagunamar Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 January 2015

This is a great resort if you are not a fan for all inclusive and like to cook a few meals yourselves. This resort is mostly owned by the vacationers. Onsite restaurants have very good food, but prices are on the expensive side, and all you can eat buffets can run you anywhere from $30 to $50 per person.

We enjoyed the various platter options at Duna restaurant as well as happy hour drinks but as I said the prices are on the expensive side.

Loved the new infinity pool as well as the hot jacuzzi, as well as the Spa. Had a massage on the beach and it was great, but again on the expensive side.

Date of stay: January 2015
Trip type: Travelled with friends
4  Thank M H
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, Cancun, responded to this reviewResponded 27 January 2015

Dear Guest:

Thank you so much for your review, we loved your comments and tips for the travelers. We also want to thank you for choosing Westin Lagunamar as your Caribbean gateway.
We look forward to welcome you near future!

Warm Regards from Cancún!

The Westin Lagunamar Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 January 2015

Trip was from 1-17-15 through 1-24-15.
Let me start off with the positive. Very nice resort! The views, rooms, pools were all very nice and well maintained. Just relaxing by the pool or on the beach was why we came to Cancun in the first place and that's what we got. Drinks were very good with very generous amounts of alcohol in them. I never had a watered down drink!

Now for the negatives. CHECK IN- if you've read any other reviews you've heard how horrible check in experiences are. These aren't lies or exaggerations. We had two rooms. One for my wife and I and one for the in-laws. The in-laws are owners and arranged the whole trip. We were flying from different areas and my wife and I arrived first. We arrived at the resort around 1230. We were welcomed with smiles and politeness. Here's where it went south. We had to put a credit card down for incidentals, no problem. We expected it to be around 100 as that's what I was told previously. wrong! 630 dollars! this was a big portion of our spending money for the trip. We asked if we could change the credit card to my in laws once they arrived. We were told it wouldn't be a problem. Also wrong, but I'll get to that later. We were then told check in wasn't until 4 so our room wasn't ready. That's ok or to be expected, so we went to the mall across the street and had lunch. I laws arrived around 2. When they checked in they were told, that we told the resort that we were the owners and that my I laws were not coming. Where they got this from I have no idea! Then since we're the owners we couldn't switch the credit card over. Also, we were given rooms 1355 and 1356. My in laws specifically requested not to be in building 13 (we didn't know this when we arrived first) . They couldn't switch our rooms since my wife and I checked in to those rooms and we're the owners. We spoke to the manager and she was not helpful at all. We were told to contact owner services on Monday since they were closed on the weekends. My in laws then spoke to. Their personal concierge who was the most helpful person we ran into. She got the card situation fixed and called owner services for us (they were open and are never closed). They couldn't resolve the room issue as they we booked for the day. We were told we can come back the next day and change rooms if something became available. We never bothered. We were given a pager for when our rooms were ready and headed to the bar for a snack and a few drinks. Enjoyed ceviche, chips and guac, piña coladas and margaritas. Very fast and friendly service at the bar by the infinity pool. However, our pager didn't go off at 4, 430, 500. The wait staff was nice enough to call the front desk for us, but our room still wasn't ready. Finally my in laws room was ready at 530. Our room still wasnt ready. We checked in 2 hours earlier and our room still wasn't ready. They really need to figure out a better check in system. We were in the lobby around 9pm and there were still people waiting for rooms!
FOOD SERVICE- I won't write a lot here but service anywhere for anything other than just drinks was incredibly slow. 4 waters at the sports bar took 15 minutes! Oh avoid steak night at the main restaurant too. 420 pesos per person, the steak was horrible! Very small, Im talking 4-6oz for the sirloin. super disappointed.
ROOMS- when we finally got to our room we thought it was nice, spacious and clean ( it better be since it took so long right?). Only had 2 real problems. One, the water in the shower took forever to warm up. We had to let it run 10-15 minutes to just get a decent temperature. My in laws didn't have this problem, but we did every single time! Second, The balcony door has a little hook lock on it, but it wasn't installed properly so in order to use the lock you couldn't close the door all the way. It was only a tiny crack, but t enough to let 10 or so Nats in the room overnight. We ended up not locking the balcony and had no further issues with Nats.

Lastly, people reserving chairs at the pools became an issue. This was mentioned in numerous other reviews as well, but boy were they all accurate.

Overall, I enjoyed the room, the pools and the beach very much. Check in was HORRIBLE, service was just disappointing and being lied to about owner services was the last straw.

I would go back if I had the chance but I would certain get a later flight so we didn't wait around all day for a room, avoid the resort restaurants, and not expect much service.

Date of stay: January 2015
  • Trip type: Travelled with family
    • Sleep Quality
    • Rooms
    • Service
4  Thank Steve R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, Cancun, responded to this reviewResponded 27 January 2015

Dear Guest:

In behalf the entire staff we want to apologize for the inconveniences you encountered during your stay, Your comments are really welcome and we thank you for writing your helpful feedback. We will be glad if you choose our resort once again so we can show you the renewed Westin Lagunamar´s experience.

Warm Regards.
The Westin Lagunamar Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 January 2015

This was my second visit with high expectations only to have been negative. I contacted them via their site two times with requests and never a response. So I called three times and was assured a particular building. Upon my arrival I was informed that they were full and nothing was available.The front desk attendant couldn't even find my reservation. Finally got a room but far from my request that was communicated 3-4 months earlier. I asked for the Manager (Nora) and was given another suite. If I didn't bring my confirmation documents, I would have been in a real bind. At this point, she had me checking out on Saturday and not Tuesday. The suite I was given was in building 6 which is closest to the street, so sirens from emergency vehicles were clearly heard. My vacation didn't start as well as expected. Numerous other guests were experiencing issues as well, including timeshare owners. My suite was cleaned daily by 1pm. The pool food service was quick. I didn't experience issues that other reviewers had. The bedroom clearly was missing a chair/ottoman that was provided half way thru my stay after numerous requests.

I attended the timeshare presentation and actually was considering a purchase. However, after my check in experience and observation/conversations with owners I chose not to. Vacations shouldn't be stressful!

Room tip: Building 1 or 9 is ocean front. All the rooms have an ocean view above the 3rd floor.
Date of stay: January 2015
  • Trip type: Travelled with family
    • Value
    • Sleep Quality
    • Service
4  Thank healthkare
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, Cancun, responded to this reviewResponded 27 January 2015

Dear Guest:

Thank you for taking the time to write a review of our resort. We are sorry to hear about your inconvenience at the check in, our mission is that you feel welcome from the moment you arrive to our beautiful resort. We will share your feedback with the respective upper Managers so that they can ensure our associates are doing their best to provide our guests with a refreshing experience. We will be happy if you give us the opportunity to welcome you near future.

Sincerely,
The Westin Lagunamar Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 January 2015

Really lovely hotel and environment.
Modern villa apartments. After a long haul flight we arrived way before check in time. I was sooo glad the staff allowed us to check in early.

We were given an accessible suite at first which we did not request. The hotel was fully booked so we spent a night in that room but got moved to another room the next day. The service was really good and staff very helpful. Taxis were great too.

Great view of the ocean. Lots of space at the infinity pool. The shopping outlet opposite the hotel was a real plus! we hardly ate at the hotel but the one day we had breakfast at the buffet, we wished we had eaten at the hotel more. It was delicious.

Cancun is very touristy with lots of americans and as such it felt like a lot of stuff was tailored to tourists. We ventured into town for local food... we had a great local mexican meal at La Parrilla Restaurant! #Brill

I had the best Thai food I have ever tasted at the Thai Louge at the Mall across the road.

Lots of tours on to the Isla verde.

I would love to go back to Mexico and I would happily stay at teh Westin Lagunamar. I don't normally feel the need to visit countries again but I really felt that way about mexico. I need to go an gain more insight into the historical locations.

Date of stay: August 2014
  • Trip type: Travelled with family
    • Location
    • Sleep Quality
    • Service
Thank 186338Traveller1
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, Cancun, responded to this reviewResponded 27 January 2015

Dear Guest,

We would like to thank you for your Fantastic review, always make us glad to hear the feedback from you and to know that our efforts to serve and provide you with a refreshing stay, were worth it! We hope to welcome you back near future!

Sincerely,
The Westin Lagunamar Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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