This property is in middle of a major update, but if they don’t solve there service and operational issues it will all be for naught. Quick summary, remodeled rooms are nice, but there are so many better options nearby that I would not risk a below average experience here. Plus the hotel is at the very end of the row and not close to anything else. And two warnings at the end.
In my experience, the best part of this resort was a very nicely renovated room - including a full size refrigerator, cook top stove, dishwasher and washer/dryer, and the heavenly bed. So the room is nice (pics attached).
However, my experience here started to go badly right from the start. After asking for a 2 pm check in (I am platinum, so they ask this when booking), and calling to verify a 2 pm check in two days before, when I arrived at 12:30, there were only 2 people working the desk and I had to wait 20 minutes to be told the room would not be ready until 4 despite their earlier assurances that it would be ready at 2. Guaranteed me that it would be ready at 4. Get back in line at 3:45, finally to the front at 4:18, only to be told the room is still not ready. The manager came over and said they were busy, despite me being there since 12:30. No compensation, no we will make this better, just you have to wait even longer.
Get to the room, it is not facing the ocean, it is facing the lagoon and tiny pool. Again not what I had requested - I would be sure to request ocean facing rooms, they views are great. Finally go down to dinner after a long day of traveling, there are only two below average food options on property, do not plan on any quality food here. The waiter says they are too busy.He then puts in the wrong order for me, and says it will take 30 minutes to get the right order, so I send the dinner back as I don’t even like what was brought out. He then tries to charge me and says he will comp the dessert my daughter got instead, I tell him no and that I want it off the bill. Subpar food at the sports restaurant, and terrible service - doesn’t help that it is only one of the only options nearby.
Finally go to the beach the next day, go down at 9:45, all the chairs are already covered with towels - I didn’t know it was a race to chairs and that they would not have enough chairs for their guests. Ultimately we sit on the sand until we see others leave.
They were understaffed everywhere except their timeshare sales department which is obviously the real emphasis of this resort.
I would NOT return and would suggest that almost any nearby property would probably give you a better experience. Poor operations, management that either can’t or won’t help, and continual issues that reduce a relaxing vacation. I actually believe Westin is doing damage to its brand by being associated with this property. I know I will question staying at Westin internationally as a result of this stay.
Two warnings: 1 do not exchange money at this resort. The worst rates we saw the entire trip, by a lot. Anywhere in town will better. In our case we got 19 pesos per dollar and they were offering 15 pesos to the dollar here. Complete scam. 2. Do NOT book activities here with the concierge’s. Restaurants yes, activities no. When we had a problem with a booking mistake at Aqua world, they told us that the Westin staff had to approve the refund and they were one of the worst to wrk through to get the refund. After and hour of waiting, talking to multiple people, and being told it would be another 30-45 minutes, I gave up as they wanted. If I would have booked direct, they would have refunded on the spot. I saw them do it twice while I was waiting for the Westin run around. Do not book activities here, they want the commission and not to take care of their guests.
