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“Great Resort in Fantastic Location”

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The Westin Lagunamar Ocean Resort Villas & Spa
Ranked #11 of 182 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Singapore, Singapore
Level Contributor
37 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Great Resort in Fantastic Location”
Reviewed August 5, 2012

We stayed in the resort for 6 days 5 nights. Our room was spacious, with spectacular seaview and there's a nice jacuzzi tub which my daughter had her bubble bath daily. The resort was beautiful with nice white beach. The resort was so nice and comfy that we decided to take only 2 day trips to Chichen Itza and Tulum/Xel-ha so that we can stay-in to enjoy the resort.

The location of the resort is good as the beautiful La Isla Shopping Village is just opposite the hotel. La Isla offers good shopping and dining options. Thus we went there for our meals during the days we stayed in to enjoy the resort.

Overall, the experience was excellent. Will stay here again.

  • Stayed May 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lynn_Sin
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, August 6, 2012
Dear Guest, Thank you for posting a review about our property & staff. We are delighted you had the opportunity to relax, unwind and elevate your senses during your stay at Westin Lagunamar.

We look forward to welcoming you back to the Mexican Caribbean very soon!!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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5,072 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (1,733)
Date | Rating
  • Arabic first
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • English first
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English first
Boston, Massachusetts
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed August 4, 2012

It seemed every room had a fantastic view of that mesmerizing turquoise Caribbean Sea. Very enjoyable room with TV in both the living room and bedroom. We had two kids share the large pull-out couch in the living room very comfortably, and it was nice that they could watch what they liked and we could watch the Olympics. Huge bathroom, medium-sized jacuzzi. We appreciated having a safe in the room. Kitchen is fully equipped. Washer and dryer in each room was an awesome benefit. I hate coming home from vacation with dirty laundry. The beach is clean and spacious and very beautiful. Lifeguards are very observant though there was barely a current. Waves were just okay for boogie boarding. Ocean activities from that beach include jet-ski rentals ($70/40 minutes) and parasailing. Delightful to have drinks, snacks, even meals served on the beach or poolside (or in the pool bar!). Service is relatively slow but wonderfully friendly. One small downer on the stay: I ordered room service and it was a small disaster. It took an hour and three phone calls (including one from a supervisor) to deliver one plate of fruit. Rather disorganized, but everyone was very polite in the process. I didn't come for room service, so my rating is still high. We had no complaints about the food. Breakfast buffet was lovely with plenty of delicious options. The hotel is conveniently right across the street from a great shopping center with everything from Zaras to Mexico souvenirs to Starbucks. We dined at Lorenzillos and the Crab House, both within 5 minute ride from the hotel. These are exceptional options for high quality seafood, wines, and desserts with plenty of kid-friendly options as well. If you're bringing kids, it might be nice to know there is a Kids' Club day care available until 5 PM. Kids were quite content to play there. Also, there is a slide in the massive pool (but no deep end). There is a $35 shuttle between the airport and Westin (much cheaper than the taxi fare). It was a great stay!

  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank TCK18
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, August 8, 2012
We sincerely thank you fro your honest feedback ! We appreciate your comments and thank you for choosing Westin Lagunamar for your vacation.

Warm Regards,

The Westin Lagunamar Cancun
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed August 4, 2012

My husband and I have been here since last Sunday.The resort is beautiful,very clean and has a beautiful beach. We have spent most of our days checking out alot of the local dining.Alot of the recommendations posted on trip advisor were so helpful. The hotel is so so for the prices so be adventurous, there is so much close buy for a better dining experience. The staff are friendly and always very accommodating to your needs. The pool and bar waiters are fantastic and we enjoyed our beach side happy hour and shrimp ceviche while we watched the sunset. We hope to return soon..maybe even with the kids....

  • Stayed August 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank tynantracy
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, August 6, 2012
Dear Guest,
Thank you for the positive review of our resort. We are very happy to know you
enjoyed your time at the Westin Lagunamar and we hope to see you again very soon for your next stay in Cancun!
Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Orange Cty, CA
Level Contributor
28 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 148 helpful votes
Reviewed August 4, 2012

If having wireless internet in your room is important to you, you will NOT want to stay in buildings located far from lobby. We were in Bldg 14, and while we had a great view, we had NO wireless internet in our room our entire stay. If I had known this, I would have asked for a closer room, because there are plenty of rooms with great views closer to the lobby; this place is huge. As we noticed walking around, there are just a few rooms that overlook parking with no view of the sea, so you should specify when booking that you want a view of the beach, or pools, and – if important to you, a location with wireless internet in the room.

The hotel is aware of the bandwidth problem. Every time we waited for a concierge, we heard them dealing with internet connection problems. What one concierge told us is that they weren’t prepared for the number of devices each room would be using: laptop computers, ipads, ipods, and cell phones using wifi to send/receive messages… This is unfortunate because wireless internet is almost expected in hotels today – even in Mexico. We had excellent service everywhere (3 hotels/b&b’s in 2 wks) EXCEPT Lagunamar.

Aside from the internet, here are our likes/dislikes:

Likes:

• The employees are, hands down, the best part of Lagunamar – especially Willie (like “Free Willie” he says) at the new pool bar. I’m not kidding, he remembered not only my name (after ONE day), but both of my kids too. He made excellent Happy Hour (2 for 1) smoothies for my son and taught him how to ask for some things in Spanish – then insisting (nicely) he use his newly-acquired words every time he saw my son. He was lovely.

• The grounds are beautiful and well-kept. Lots of places to sit & relax, nice bbq facilities, hammocks, and a fair amount of shade.

• The rooms are very nice and most have great views. Jacuzzi tub in Premium units are heavenly. We had a few maintenance issues, not huge. There is a form in all rooms to report items which is a good idea.

• Prices at the pool bars (we ate at both) are average for this type of resort & location. Excellent quacamole! We found the market surprisingly reasonable (milk, juice, 4 pastries, two beers = $16US, large latte = $4)

• POOL LOUNGE CHAIR POLICY works great! We found plenty of chairs at all hours of the day – which was an unexpected surprise. There are two reasons for this: 1) Prior to 9:30, you must be ON your chair to reserve it (none of the one sandal here, another there thing), and after that, you will have your items rem’d if you are away from the lounge for an hour +. And 2) Lagunamar uses pool “towel cards” to keep track of towels. This has several benefits: it helps prevent loss, but also increases access to lounge chairs by keeping guests from leaving their towels behind on their lounges when they’re done at the pool. It also prevents one guest from requesting three towels just for himself, which makes the lounges appear more occupied than they are. I think this towel card policy is the secret to their success in lounge chair availability.

• Location across from La Isla and in front of bus stop is very convenient.

• On-site mini golf is tons of fun, (we had to pick up clubs the day before)

Dislikes:

• Lack of wireless internet (you get one wired cable that reaches to the dining room table only).

• No Late Check out - We arrived late, 8:30pm, and stayed four nights. We asked upon check-in if we could check out at 2pm for a 5pm flight. We were told to “Ask the day before you leave”. I asked the morning before departure and was told, “Ask tonight after 5pm”. I asked at 5:30pm and was told, “We already have someone coming for that room, sorry.” We are owners at Lagunamar (and spg gold) but it didn’t seem to help us at all.

• Turtle Release Policy – which basically doesn’t exist. The hotel has a “turtle nursery” on the sand in front of the main pool. They relocate newly-laid turtle eggs (we saw mamas’ tracks in the sand every morning) from the beach in front of the hotel to their nursery (you have about 6 hrs to move them after they’re laid, after that if you move them they will become dislodged from the shell and die). They bury them too deep for the hatchlings to come out on their own, but every morning they check the sand to see if they have started to hatch (the sand mound above each nest will have collapsed). Then, they keep them until dark to release them when they’re safer from predators. They never know if they’ll have a release or not, which is understandable. Here’s the problem: We were told they won’t advise guests of a release unless there are at least 100 hatchlings. Apparently it has been a problem for them because some kids “get to release one” and others don’t, so parents have been angry with the staff. They knew we were interested in seeing the hatchlings make their way to the water from the first day we checked in. The front desk said, “Ask the Activities Staff”, who told us to, “Ask the front desk,” who said, “We don’t really know. Find someone in a blue shirt.” After finally tracking down someone in a blue shirt out by the pool who seemed to have answers on the turtle release, we found the chances of actually seeing them being released were slim to none…because of the hassels they’ve had in the past with guests wanting to hold them. My suggestion to Lagunamar: Let it be a learning moment to WATCH. Set up a small rolled fence if necessary and line the kids/families up along each side and release the hatchlings and let them make their way to the water in view of all and on their own. Do it nightly if hatchlings have hatched the previous day and do it whether there’s one or 200. Lagunamar is located in one of the priviledged spots on the planet where Green and Loggerhead turtles lay eggs (May-Oct). They should take advantage of the awesome educational opportunities this provides. If they improved their turtle-release policy (or made one to begin with), it could be a huge selling-factor for guests interested in providing this unique experience for their kids. We were disappointed in the lack of organization and difficulty in finding knowledgeable staff.

• The breakfast options at the resort are few and expensive. $25 per person buffet at Oceano and the Duna Sports bar has a la carte items that are just as pricey. The bakery/pastries in the Tienda market were not brought in daily and not very good. A more affordable breakfast option or an on-site bakery would be a huge plus.

• Weekly Activities are below average for Westin. We are also owners at Westin Mission Hills and much prefer their activities. Bingo, for example, is normally several games for the cost of the game board. At Lagunamar, it was only two games, with the first winner receiving three prizes. It would have been better to have more games with one prize per winner. Kids (and some adults ☺) love Bingo!

• Housekeeping is s-l-o-w to respond to requests. This has been reported many times in other TripAdvisor reviews as well. Sofa bed had no linens so my daughter slept without them the first night. Next day, we called for a roll away ($5/night) but it took several hours (and more calls) for it to arrive. No coffee maker in room and it took three calls over several hours for it, too.

All in all, there is definitely more good than bad here, but the negatives are enough that I could not give it more than 3 stars. If the internet had worked, it would have ranked a high 4. I repeat though, that the majority of the employees here are the best – thanks Willie!

Room Tip: Ask for what you want - pool view, close to lobby (place is huge w/ LOTS of walking to lobby if you...
See more room tips
Stayed July 2012, traveled with family
Helpful?
6 Thank luv2flyplaces
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, August 6, 2012
Thank you for your feedback. The service you received is certainly not indicative of what we want to provide to each of our valuable guests. We would be delighted to welcome you back so you may experience our true and renewing Westin service. Please contact the Executive Office directly (lagunamaroceanresort@westin.com) for future reservation requests.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Eastvale, California
Level Contributor
227 reviews
70 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
Reviewed August 3, 2012

We stayed in a Ocean Side room. The views were great . Right there on the beach. Looking out every morning ( and of course during the day ) at the beach really started off the day. The resort looks just like the pictures do on the web site. The room, resort, and overall area are all VERY clean. Our concierge , Emma was just great. She was always very helpful and eager to help us during our week stay. Even when Emma wasnt around , any of the concierges were always there to help you. At the pool area , Willy and Diego did a super job serving us drinks and food when ever we wanted. There was one employee that seemed to have a problem when we asked for a umbrella . Not sure what his problem was but Im not going to let one guy give the rest of the staff a bad name. Everyone ( except that guy ) we ran into could not have been more friendly and helpful. Most everything at the resort is very pricey but I pretty much expected that. I have read in many other reviews , that there seems to be a problem with the rooms not being ready at 4 pm. When we checked in , it was 6 30 pm and our rooms were ready but I would hope so, it was 6 30 pm. On our last day we were killing time in the lobby and we saw that they were already telling people their room wouldnt be ready at 4 pm. Even though it was only 1 50 pm . I remember thinking .... they still have 2 hours ... how would they already know ??? Seemed strange. Having said that , we would go back in a heart beat. Just a super nice place.

  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Countrydude4444
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, October 1, 2012
Thank you for taking the time to write a review about our resort. We are delighted you enjoyed your stay with us. We enjoy creating life-long memories for our guests, and we hope to welcome you back very soon.
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Kansas City, Missouri
2 reviews
Reviewed August 1, 2012

Truly a great property. Location across the street from mall very convenient. Nice market store on property that was very reasonably priced for such a nice hotel property. The pools were great. Resort had fun nightly events. Took salsa dance lessons and had smores on the beach. The hotel was a huge part in the total enjoyment of our entire vacation.

  • Stayed July 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank chuckbail
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, August 6, 2012
Dear Guest ,
It makes us so happy to receive these kind of comments, thank you for choosing Westin Lagunamar as your Caribbean Getaway. We would love to host you again in a near future.

Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
North Wilkesboro, North Carolina
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed August 1, 2012

If you are used to the customer service that comes with 5 star hotels, don't waste your valuable time or your money on this Westin resort. We had a two bedroom lock off to sleep 5. I've stayed at many Westin Resorts but this one does not measure up. Anyone giving this resort an excellent rating, hasn't stayed at other Westins around the world. First off we couldn't check into our room before 5:00pm and when we did get to go to the room, the floor was soaking wet. The service was poor. Two nights in a row, one of the toilets did not flush, the master bedroom's toilet room smelled like urine at check in, and it took 3 days to get it cleaned. The master bathtub was not cleaned at check in. Can I say anymore, other than the Mexican people in the hotel zone made me feel like I was going to be their next victim. I won't be going back to the Cancun Hotel strip which appeared to be the Myrtle Beach of Mexico without all the outlets. How sad, that the beauty of Cancun has been destroyed by commercialism and non-trusting people.

  • Stayed July 2012, traveled with family
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank bpage3girls
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, August 6, 2012
Thank you for your feedback. The service you received is certainly not indicative of what we want to provide to each of our valuable guests. We would be delighted to welcome you back so you may experience our true and renewing Westin service. Please contact the Executive Office directly (lagunamaroceanresort@westin.com) for future reservation requests.
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

Property: 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:
#11 Luxury Hotel in Cancun
#11 On the Beach Hotel in Cancun
#11 Spa Hotel in Cancun
#12 Family 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: 592
Official Description (provided by the hotel):
The Westin Lagunamar Ocean Resort Villas & Spa is located on the white sandy beaches of Cancun, Mexico. Enjoy spacious one and two-bedroom villas that comfortably accommodates up to eight adults in as much as 1,140 square feet. Each villa features fully equipped kitchens, washers and dryers, generous living and dining areas, and complimentary Wi-Fi. ... more   less 
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Also Known As:
The Westin Lagunamar Ocean Hotel Cancun
Westin Lagunamar Ocean Hotel
Cancun Westin

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