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“Excellent Hotel” 5 of 5 stars
Review of The Westin Lagunamar Ocean Resort Villas & Spa

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The Westin Lagunamar Ocean Resort Villas & Spa
4.0 of 5 Hotel   |   Km 12.5 Blvd Kukulcan | Zona Hotelera, PO Box 834 Apdo., Cancun 77500, Mexico   |  
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Ranked #12 of 179 Hotels in Cancun
GreenLeadersGold level
New York City, New York
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
7 helpful votes 7 helpful votes
“Excellent Hotel”
5 of 5 stars Reviewed April 27, 2014

We just loved our vacation at the Lagunamar in Cancun! The resort and the rooms are as beautiful as the pictures on the website. The ocean has the most spectacular shades of blue! A great place for a family vacation! The entire staff was consistently friendly and helpful from the moment we checked in to the moment we left to return to the airport. The airport is around a 20 minute drive from/to the resort, it's pretty much one straight main street filled with hotels and restaurants. Once you check in you should visit the market on the lower level to do some food shopping for your villa, they will deliver the goods to your room. The infinity pool and ocean is just perfect, there is also two other pools and one with a slide for the kids. We enjoyed the lounge chairs under grassy huts on the beach. Even though the weather reported partly cloudy, the sun was out every day! Breakfast at the Oceano restaurant was a great start of the day, the french toast is delicious and the staff very friendly. We frequently had lunch at the Viento restaurant overlooking the infinity pool and ocean. Food was delicious and the view breathtaking! We would highly recommend having a massage in the beach hut, it is totally private and comfortable yet you hear the waves of the ocean while you relax during your massage. Maria and Paula are excellent massage therapists! Across from the resort is a wonderful outdoor/indoor mall with shops, restaurants, music, attractions, gives you an authentic feel of Mexico and it's right across the street! We've traveled to many Islands and found this resort and staff to be the friendliest and most accommodating. We would highly recommend this resort to any fellow beach goers!

Room Tip: All rooms seems to have an ocean view! Highly recommend a 1 bedroom unit with full kitchen
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  • Stayed April 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, April 29, 2014
We would like to say thank you for your comments about our nice and friendly staff and for choosing The Westin Lagunamar. We are glad to know that we exceeded your expectations of a truly Westin Lagunamar Experience, we hope to welcome you near future, thank you for sharing this tips and suggestions with other travelers. It will be a pleasure to host you soon.
Warm Regards from Cancun,
The Westin Lagunamar Team
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3,225 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (1,110)
Date | Rating
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  • Chinese (Simplified) first
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English first
Boston, Massachusetts
Top Contributor
80 reviews 80 reviews
38 hotel reviews
Reviews in 44 cities Reviews in 44 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed April 26, 2014

I stayed with my family at this resort for 5 nights in April. Let's start with the positives:

1. Great property on a beautiful beach and several pools, including the infinity pool.
2. We had two great rooms with great views (building 5, floor 6)
3. The property is around 25 mins from the airport and I had called to arrange for transportation with the hotel before we arrived.
4. I am not sure if everyone gets a personal concierge assigned or not, but I had one, maybe because I have been a platinum SPG members for several years now.
5. The mall is right across the street with all kinds of restaurants, starbucks, and the aquarium.
6. In general (see my note about this below), the staff was very curious and helpful.
7. Spa is nice and we had a good massage
8. The location is great, it is right in the middle of the hotel strip, which is safe. I saw cops cars every few mins on the road.
9. I had taken a day trip to Chichen Itza alone. My concierge had arranged the trip for $119 USD. The tour operator was very good and I enjoyed the trip. Chichen Itza is not a place for small kids (less than 12). Lot of walking and the temperature was 40C, ~105F. It is one of the new seven wonders of the world, worth a trip.

Now the potential opportunities for the GM of this property to pay attention:
1. The service at the restaurant in general "sucks", except the sports bar. very slow, have to repeat several times to get the order, slow for food to show up
2. The Oceana restaurant, where the breakfast buffet is served is the "worst" of all. I had free breakfast coupons for two. Every day the server/waiter will talk to us rudely. In my opinion, they were more concerned about making sure they got the "tip" versus actually doing any work that will get them the right tip. I did speak with the manager who is responsible for rooms and restaurants. He assured me that this will not happen. To make up, they sent a fruit plate to my room for apologies.
To be honest, I was very surprised by this behavior at a Westin property. I travel a lot for work and I typically stay at SPG properties (including Westin, W and others) around the globe and this has been the first time that I saw this terrible service (repeated 3 times over 3 days) at the restaurant.

3. The food is OK and overpriced. If you want to manage your food bill, get grocery for breakfast from the the stores across the street.

4. The grocery store within the property is very small and has very limited options.

At the end, We did enjoy our stay. I will consider going back in the near future and hope that the service may have improved by then.

Room Tip: building 5, floor 5,6,7
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  • Stayed April 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, April 30, 2014
Dear Guest,
We would like to thank you for your great and detailed review, always make us glad to hear the feedback and suggestions from you and to know that our efforts to serve and provide you with a refreshing stay. We will take care of everything. We hope to welcome you back soon!!
Saludos from sunny Cancun
The Westin Lagunamar Team
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Strongsville, Ohio
Senior Contributor
28 reviews 28 reviews
12 hotel reviews
Reviews in 15 cities Reviews in 15 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed April 26, 2014

Beach was beautiful, pools were nice, outdoor ping pong tables, hammock area, large life-size chess board, beach volleyball, beach soccer, pool slide, basketball court on tennis court, mini golf (you had to pay for this), movie by the pool with popcorn (1 night), hot tubs, and daily kid/family activities. You can get pool noodles, volleyballs, footballs, and soccer balls to use for free from the towel stand by the pool. The rooms are more like condos with kitchens. The hotel can set up transportation for you to a Walmart grocery store to buy food to stock your kitchen. The kitchen comes stocked with cups, bowls, wine glasses, silverware, paper towels, etc. They had a large kitchen table with 6 chairs. The one bedroom has a separate family room area with a queen size pull-out bed. Our villa also had a washer and dryer and they supplied laundry detergent. Master bed was heavenly. Terrace was nice. Huge jacuzzi tub in bathroom that my kids enjoyed. Service was great (servers) except the concierges were just ok (not very friendly and 1 was not knowledgeable). Pool manager did help us piece together chairs for us to sit at daily. Breakfast at Oceana is very pricey. The location is great - you are right across the street from a huge mall and aquarium and it is walking distance to many restaurants. We walked to many restaurants at night and always felt safe. There is also a bus stop out in front of hotel and the bus comes every 3 minutes and only costs $1. It is very safe. We enjoyed eating at La Distilleria (family friendly) and Fred's (nice) on the patio. Liked the really laid back atmosphere of Fish Fritanga (food was ok), but the casual eating on the beach overlooking the lagoon was great.

  • Stayed April 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, April 29, 2014
Dear Guest,
Thank you for taking the time to write a review of our resort. It is very important to us that you had a great family time that you will never forget. Our perfect location is very convenient to have everything walking distance. Thank you for choosing our resort for your stay. We hope to see you again next year to enjoy another Westin experience
Saludos from paradise,
The Westin Lagunamar Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed April 26, 2014

We were confirmed for two cribs upon making our reservation 6 weeks ago. The reservation did not say, "upon availability", the concierge confirmed that two cribs would be available for our 7 month old twin daughters. We spoke to several representatives yesterday and they all promised that the cribs were on the way.

This is the second day of our trip and the cribs still have not arrived. We are very disappointed and did not expect this from the Westin or a family friendly resort. Last night we slept horribly, we tried every makeshift way to make sure our twins slept safely and reasonably comfortable but it is very difficult without cribs and two infants. This is not our idea of adequate accommodations or fun on a vacation. If we do not get the cribs today, I'm afraid that we will have to go to another resort because we all need some rest.

Room Tip: Bring your own infant crib or pack and play even if you are confirmed for a crib.
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  • Stayed April 2014, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, April 29, 2014
Dear Guest,
Thank you for ta¿king the time to write this comment; we offer you a sincere apology for the incovenience you had. Our Heavenly Cribs are upon request and availability, that´s why we are unable to guarantee them; we did our best and now your baby girls can enjoy their nights. If you need anything else will be a pleasure to assist you lagunamaroceanresort@westin.com
Warm regards,
The Westin Lagunamar Team
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minneapolis, mn
Contributor
17 reviews 17 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
160 helpful votes 160 helpful votes
3 of 5 stars Reviewed April 24, 2014

This is a nice resort with great Cancun location, but in comparison to others resorts we have stayed at it fell short. We usually choose an all inclusive resort and often stay at an Iberostar, but booked this resort due to traveling with friends who had already committed to this resort. In comparison to a 4/5 star all inclusive resort we felt the price was very good for a spring break vacation allowing us extra money for eating out, groceries and activities, but we soon found out that most of the restuarants, including this resort, were not worth their extremely high prices and we were constantly wishing we were at an all inclusive, if nothing else for the ease of not having to think about meals.

The good (especially if you are looking for a European plan and not all inclusive): the pools was beautiful and very warm, there were four hot tubs and they were actually hot (have stayed at resorts with no heating system in the hot tubs), the waterslide was fun and rarely used, the beach was beautiful, ruin site on the grounds, the rooms were very nice and pretty well stocked for doing your own cooking, we were ocean front and all rooms are at least ocean view, the grills if planning to grill out, workout facilies, the employees were kind, everything throughout the resort was neet and clean, the location is the biggest plus being directly accross the street from "La Isla" which is one of the newest shopping complexes in Cancun (shops from souveniers to high end such as Louis Vuitton, restuarants, aquarium, etc.), the bus can also easily be caught at the end of the drive, and we felt very safe at all times. We did not get a massage, but our friends said they were amazing.
The not-so-good (and again this could be personal preference): Small lobby (we missed the large lobbies of the all inclusive resorts where people socialize throughout the day with beautiful seating area throughout the lobby, lobby bars and stores, this resort had none of this), the small resort store was located in what felt like the basement, lack of colorful vegetation throughout the resort, was just very bland, pool chairs were "reserved" at all times even though it was stressed that this was not to be done, food at resort was just not good and quite expensive, just a few activities/games during the day but nothing like the type of entertainment and games you find at an all inclusive resort, plus some of the games such as bingo had a cost, the extra activities at the resort such as mini golf and tennis had extra costs also. We just constantly felt nickled and dimed and a bit bored at the resort. We enjoy the fun and busy atmosphere of the all inclusives not to mention the great theme nights and nightly entertainment. This resort had one mexican theme night per week and that was it.
Again, this may all be personal preference. If you want to fend for yourself for food and drinks and have a quiet resort, this was is great. If you are looking for more activity for all ages look elsewhere.
***Must do for breakfast - go to "Jugo de Limon" at La Isla and not so much for the food, but for the dolphins at teh aquarium. Jugo de Limon is the restaurant that is location at the aquarium and overlooks one of the dolphin pools. In March 2014 there were three mothers and three babies. The restaurant opens for breakfast at 10:00 and the trainers come out during that time to works with them a bit and feed them. It was great!!!

Room Tip: Building 9 was a great beachfront location
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  • Stayed March 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, April 26, 2014
Dear Guest,
Thank you for taking the time to post a review about your stay, we certainly care about all our guests’ comments and feedback, it is important to us to improve and give our guest what deserve and what is a Westin Lagunamar Experience, relaxing and renewed.
Saludos from sunny Cancun,
The Westin Lagunamar Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vienna, VA
Senior Contributor
31 reviews 31 reviews
12 hotel reviews
Reviews in 15 cities Reviews in 15 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed April 24, 2014

We spent a week here right before the Easter holiday. We have twin 7 year olds, and everyone had a great time. The villas are fantastic, especially with kids. It's great to be able to use the kitchen for breakfast and the occasional other meal. We took a taxi to the Superama on our second day there (Walmart's grocery store). The driver waited for us while we were shopping. Was a great way to go. You save a lot of money vs. buying food/drinks/alcohol at the hotel.

We at lunch at the hotel restaurants almost every day, and dinner a few of the nights. We were pleasantly surprised by the food. We honestly had low expectations on this front, but the food was very good. The service was excellent as well. Very friendly staff throughout.

We ate dinner the last night at La Destileria, which is an easy walk up the street. Was a very good meal, with a gorgeous sunset if you sit outside, and the prices were reasonable relative to the experience. The whole family enjoyed it.

The Kids Club was excellent as well. The kids asked to go back several times, which is the best review you can get.

The poolside chairs get crowded, but you can generally get a spot. If you head down early in the morning and put stuff on chairs, you can really have your pick.

We had a 7am flight back on our last day, and our only mistake was getting to the airport a little too early. We left the Westin on The One shuttle at 4:45 AM, and we were through security at the airport by 5:15am.

Probably my only complaint about the whole trip was the mayhem that is the transportation scene when you arrive at the airport. I wish the folks from The One (the hotel's service) were easier to find when we got there.

  • Stayed April 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, April 26, 2014
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!
Saludos from paradise,
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
maryland
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed April 23, 2014

We went to Westin over spring break and were told the resort was full. We were prepared for overcrowded beaches and pools. Nothing could have been further from the truth. The pool concierage helped us find chairs everyday and the pool waiters especially Marco were fabulous. We did Xplore at night as an excursion and everyone had a b;ast but you cannot be wimpy to do this. We also went deep sea fishing which was great and brought the fish back and cooked on grill.The staff was extremely helpful. We ttok a dinner trip to downtown Cancun to Pericos. Food was great and retaurant was a blast. You have to go to believe it.

  • Stayed April 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, April 26, 2014
Dear Guest,
Thank you for taking the time to write this really nice review, it is a pleasure for us to make your stay an unforgettable and a life time experience! We are glad to read that you really enjoyed it. We are looking forward to welcome you back near future,
Saludos from paradise,
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Lagunamar Ocean Resort Villas & Spa

Address: Km 12.5 Blvd Kukulcan | Zona Hotelera, PO Box 834 Apdo., Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Cancun
#12 Family Hotel in Cancun
#12 Luxury Hotel in Cancun
#12 On the Beach Hotel in Cancun
#13 Romantic Hotel in Cancun
#23 Business Hotel in Cancun
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Westin Lagunamar Ocean Resort Villas & Spa 4*
Number of rooms: 143
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Also Known As:
The Westin Lagunamar Ocean Hotel Cancun
Westin Lagunamar Ocean Hotel
Cancun Westin

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