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“Disappointing Experience at the Westin”

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The Westin Resort & Spa Cancun
Ranked #65 of 182 Hotels in Cancun
Gaithersburg, Md
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Disappointing Experience at the Westin”
3 of 5 bubbles Reviewed December 2, 2013

We've stayed at many a Westin as an SPG Member and this was by far the most disappointing property we've experienced. The resort's staff while friendly gave conflicting and often completely wrong information bout everything from cab prices to the quality of beaches in areas around Tulum. The hotel itself is in desperate need of refurbishment and the wait staff at the breakfast was often frazzled and inattentive. My husband and I adore vacationing in Cancun but this will be the last time at this property.

Room Tip: Ask for a first floor beach front terrace. Otherwise, there's no way to sit out and enjoy the o...
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  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Lauren B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MargelyC, Director of Sales at The Westin Resort & Spa Cancun, responded to this review, December 4, 2013
Dear Guest,

I thank you very much for bringing this issue to our attention. We value very much your opinion as a Guest and as an SPG member.
The lack of service and misinformation should not happen anytime. I shared with our Food & Beverage Director, the Leader of the Concierge team and the Front Desk Manager the problems you experienced. Be sure that we will work on them and retrain our associates to avoid these issues in the future.
Besides the rooms on the first floor with terraces, the resort features Balcony rooms on the 6th floor of the main building. Also all the rooms in the Royal Beach Club tower featured oversized private balconies with amazing views either to the Caribbean Sea or the Nichupte Lagoon.
We sincerely hope that this negative experience does not deter yourself from traveling to our resort and give us the opportunity to welcome you back and show you our truly standards of excellence and service.

Be well,
Laura Arguelles
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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Oakland County, MI
Level Contributor
18 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
3 of 5 bubbles Reviewed November 30, 2013

I was very excited to come and stay at the Westin Resort & Spa. My family had stayed here about 18 years ago and I was excited to return.

The Westin is the first stop from the airport down the strip of Cancun hotels, so the bus ride is only about 15 minutes from the airport. When I got to the hotel we were given a room with 2 double beds (although we had booked for a king bed). We had to switch rooms the following day for the king bed. That was a bit irritating, but we could deal with that. The most disappointing thing was that we came for a beach and pool vacation and the pools are not heated. The water temperature was freezing cold. The only hot jacuzzi was in the spa in which you are charged a fee to use and there are separate female and male jacuzzi tubs, so if you come with your partner, you cannot be in it together. The cold pools were a big disappointment to me. Nobody was in the pools despite the place being "sold out" for the holiday weekend.

The rooms are clean and the shower in the room was very nice although small. We had booked at the Royal Beach Club. Utilizing the included lounge for Breakfast from 6:30AM to 11:30AM was a big feature (included in our stay). The beach was very windy this time of year (end of November) and the ocean was very wavy with a big under current (red flags on the beach). Take caution if you go into the water. My significant other is a strong swimmer and even he was knocked down a few times by the waves.

Because the hotel is the first stop off the strip, you have to take the bus or a taxi to get to the malls or many restaurants. You can use $1 american per person per trip if you do not want to convert your money to pesos. The exchange rate is about 10-13 pesos to $1 currently.

Additionally, take note that the lagoon side of the Westin was currently under construction when we were present. Many years ago it used to be a nice pool with a waterfall. Now I'm not sure what is being worked on but it seems like more of a patio than a pool off of the lagoon.

All in all, it would have been a much better stay if the pools had been heated. It was still a nice time, but I would not recommend this resort or Cancun in general. It is a bit run down and seems like it really was "the place to be" about 20 years ago.

Room Tip: Stay somewhere else with a heated pool
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  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jacquikzoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MargelyC, Director of Sales at The Westin Resort & Spa Cancun, responded to this review, December 4, 2013
Dear Guest

Thank you very much for your feedback. As you mentioned, the American style Buffet Breakfast served in the private lounge of Royal Beach Club is delicious. Hope you had the opportunity to savor the 2-hour evening cocktail . It is certainly a plus for guests staying at the Royal Beach Tower.
The renovation of the lagoon pool is almost finish and in a very few days it will look much more better than before with the water fall and the fountain.
Due to some winter storms during last week the temperature drop significantly very fast during the weekend. Please be informed that as this past Monday both pools facing the Ocean are heated with temperatures around 83° Fahrenheit or 28° Celsius. We hope you were able to experience by yourself before departing the Resort.

Be well,

Laura Arguelles
Director of Sales
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Birmingham, Alabama
1 review
4 of 5 bubbles Reviewed November 30, 2013

We (fiance and I) stayed in the Royal Beach Club portion of the resort for a total of 4 days at the end of November.

The view and the quality of the room was excellent. Before entering our room, the door of our room faced the lagoon side (and you could see the water) and the balcony of our room faced the Caribbean ocean. Just amazing. The floors were all granite, with simple and refreshing furnishings (I won't say clean, as I'll explain later in this review).

The staff was friendly and helpful. Gloria Gomez (concierge) helped us reserve a beautiful on-the-beach candlelight dinner. Definitely an experience we will remember. Thanks Gloria.

Now the only negative of my review (and similar to another person's review below): insects - specifically ants. I didn't notice the first night of our stay, but starting from the 2nd night, we noticed ants on nearly 1/3 of the room. This included the bed (luckily we both slept on the other bed - 2 bedroom suite). The coffee stand and dresser also had ants sparsely scattered all over. Fortunately, we were only at the hotel at night to sleep, and the ants seemed to only stay on the other bed and furnishings that we didn't use. Picture of ants on bed attached (they are the black specks - maybe the compressed picture doesn't show it clearly).

OVERALL: Great hotel besides the ants on one of the bed and some of the furnishing. If you plan to stay at the hotel for long portions of the day, this could be a problem. Otherwise, get out of the hotel and you may not even notice (its Cancun)!. 4/5

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kevin L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MargelyC, Director of Sales at The Westin Resort & Spa Cancun, responded to this review, December 4, 2013
Dear Guest,

Thank you very much for sharing your feedback with us. Certainly the Royal Beach Club Tower has amazing views. On one side the beautiful turquoise waters of the Caribbean Sea and on the other side amazing sunset views overlooking the Lagoon.
We are very happy knowing that the on-the-beach candlelight dinner was a success. We will share with Gloria and the concierge team your comments.
On the other hand, please accept our sincere apologize in regards of the mentioned issue with the ants. We can assure you we follow very strict protocols on insect controls as per our international standards. Cleanliness is one of our top priorities. We are taking immediate actions to resolve it and be sure that does not happen again.

We look forward to your next visit.

Be well,

Laura Arguelles
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
Level Contributor
4 reviews
3 hotel reviews
5 of 5 bubbles Reviewed November 27, 2013

Really nice location. Very close to the good things and from the airport. Actually its among the first hotels on the Cancun Hotel Zone so any tour you get drops you first which is good. The people working for this hotel are great. They told us about some really nice deals and things to do around. You should surely take a day out and just relax at the hotel.

Room Tip: Choose the ocean view room at the Royal Beach Clum, as its just a couple of bucks more and free brea...
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  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank vblank
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MargelyC, Director of Sales at The Westin Resort & Spa Cancun, responded to this review, December 4, 2013
Dear guest,

Thank you for sharing your tips! As mentioned, our property is in a privileged location. It is one of the closest ocean-front resorts to the airport with easy access to shopping &, entertainment centers
But certainly the best and what we are proud of, is all the Associates that work here. They are the ones that create memorable experiences to our guests.

Thank you for posting and we hope to welcome you back soon again !

Laura Arguelles
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Canada
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
3 of 5 bubbles Reviewed November 27, 2013

I have been a regular client of Westin in Cancun (Mexico), before called Westin Regina for more than 15 years. And since today I was very happy with the service and quality of the establishment. But in my last visit with the family, one week ago. I have been very disturbed by the fact that my room was infected with fleas. Actually, must be inside the bed because we all woke up with hundreds of little red dots on our feet and legs, and back. It was very itchy for 3-4 days. We are still scratching our bodies after one week. I really do not recommend anymore this hotel. I have been informed that the hotel direction has changed and it looks like cleanliness is not anymore important. I hope it will be from now on.

Room Tip: Please be careful with Ocean view rooms. Ours was infected with insects.
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  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Mary Anne D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Haydee S, Guest Relations Manager at The Westin Resort & Spa Cancun, responded to this review, November 28, 2013
Dear guest,

First of all, thank you for your preference and loyalty for our resort during the past visits.
And sincerely, please accept our apologize in regards of the mentioned issue. We can assure you we follow very strict protocols on this matter marked by our international standards. Cleanliness is one of our priorities for this and all of our resorts in the company.

Hopefully you respond to our private message with detailed information about your stay so we can investigate further and give you a proper response and the actions taken on this regard.

Sincerely
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Pacific Northwest
Level Contributor
134 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
5 of 5 bubbles Reviewed November 25, 2013

The resort itself and the building are beautiful as is the white sandy beach right in front of hotel but the locals cruising the beach can get really annoying & I think they look pretty shady. Wouldn't leave the hotel without my husband for security reasons.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank NWGAL61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MargelyC, Social Media Coordinator at The Westin Resort & Spa Cancun, responded to this review, November 28, 2013
Dear guest,

Thank you for staying with us last December. We are more than happy knowing that you enjoy very much your stay with us, and you liked all the renovations and improvements we have done. We certainly are privileged as the Hotel has one of the best beaches in the area.
Be confident that we took very seriously the Safety and Security of all of our Guests. The Hotel has a CCTV system and the cameras are being monitored 24/7.
On the other hand the Local Authorities have Policemen patrolling frequently the beaches and the streets of the Hotel Zone.
We hope that the security perception you have about Mexico does not deter yourself of travelling to our beautiful Resort in the near future,
Be well
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ct
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed November 24, 2013

Stayed here for 1 week. Hotel rooms are dated but clean. service was excellant. Wound up in room facing lagoon with no balcony - most rooms don't have one but wound up spending most of the day at the beach. Gym was good, had good selection of equipment. Massages by the spa staff were excellant - had choice of beach side, which we did, or in the spa or hutch up above. Buffet was good - good seclection of food for breakfast or dinner. Loved the beach side service for drinks and food. Waiters were attentive - suggested drink options when asked. Liked being at the far end of the strip - easy bus ride to the entertainment district and shopping. wished there was a coffee bar with pastries for a quick grab. AC worked well but was noisy.

Room Tip: might want to request ocean view
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  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank vacmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MargelyC, Director of Sales at The Westin Resort & Spa Cancun, responded to this review, November 27, 2013
Dear guest,

Thank you for sharing your comments; staying with us and for visiting our Heavenly Spa. We are more than happy knowing that you have a memorable stay. Due to the location of the Hotel, we certainly have rooms with awesome Sunset views overlooking the Lagoon, but we also have rooms with incredible views of the Turquoise waters of the Caribbean Sea. Next time you visit us, I recommend you to book one of our Deluxe Rooms with Balcony / Terrace or even better choose one at our Royal Beach Club Tower; with exclusive privileges such as private pool, separate check-in area and a private lounge serving American Breakfast and 2-hour evening cocktail plus all RBC rooms feature spacious private balcony rooms.


Be well,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Resort & Spa Cancun

Property: The Westin Resort & Spa Cancun
Address: Blvd. Kukulcan Km 20 | Zona Hotelera, 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 Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#38 Luxury Hotel in Cancun
#45 Spa Hotel in Cancun
#47 Top resorts Hotel in Cancun
#52 Romantic Hotel in Cancun
#53 On the Beach Hotel in Cancun
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Westin Resort & Spa Cancun 4*
Number of rooms: 379
Official Description (provided by the hotel):
Lounge endlessly at our glorious private beaches and four outdoor pools. Pamper yourself at the luxurious Heavenly Spa by Westin™. Or pick up the pace with countless water sports, plus tennis, golf, a top-notch gym, and fascinating local tours and day trips. ... more   less 
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Also Known As:
Westin Resort & Spa Cancun Hotel Cancun
Westin Resort And Spa Cancun
Westin Hotel Cancun
Westin Cancun
The Westin Resort Spa Cancun
Cancun Westin

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