The Westin Lagunamar Ocean Resort Villas & Spa, Cancun

Great

I really enjoyed the stay at the hotel. It was so clean, the food I ordered was lovely, staff are friendly. My room was amazing. The facilities cannot be faulted. It is so close to the beach and shopping centre! Only thing I wish was easier was access to smoking areas!

Two years ago I had a bad experience in this hotel, I didn’t come back and this year I wanted to give another chance but still the same. The guy at the front desk looks very nice but is not. Last time I had an issue with this guy and this time was not an exception. I had two different reservations, the first one in a studio room and the second one in a villa. We mentioned him this and he said that the second room (the villa) had nothing, no kitchen, no fridge, nothing. Also he said that the last day of the first reservation he would helps us to stay in the studio room because the villa had nothing. I did my research and I noticed that the villa is bigger than the studio. I didn’t say anything and did my check out for the studio room and the check in for the villa. When the villa was ready they informed me and when I entered I saw that the villa is like an apartment, it’s bigger than the studio. This guy tried to leave us in a room that it's small. The last day when I did the check out I mentioned this and they said that maybe he got confused, he has many years working in this hotel so is not a confusion, what I noticed is that many people in this hotel if you speak Spanish or you are Mexican they are rude. This guy is one of this guys. Also in the pools I heard when a Mexican couple asked the server for a drinks, the guy replied saying that they had to go to the bar, after that another couple (not Mexicans) asked him for drinks, he replied saying “sure, no problem, I will take care of you”. We like the hotel, they have a good location and my kids like the pools, but the people is not making you to have a good time.

What a great place this is! My wife and I love this place, we have been coming for 3 years so far and will continue to come back every year. Our last visit we brought a group of 14 people and had an amazing time. The staff is very caring and service oriented and the place is great! We went for the first time in July 2023 as Marriott Vacation Club Owners and then returned in June 2024. We became Westin owners now too!

Location was good because it was right across the street from a nice upscale mall. Property was in good order and well staffed. Lots of Activities and good for families. We liked the outdoor BBQ’s to grill own meats and fish. Food and Drink could be improved.