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“Westin Regina - good, just overpriced food.” 4 of 5 bubbles
Review of The Westin Resort & Spa Cancun

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The Westin Resort & Spa Cancun
Ranked #63 of 181 Hotels in Cancun
Seattle
Level Contributor
18 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Westin Regina - good, just overpriced food.”
4 of 5 bubbles Reviewed January 5, 2014

The Westin Regina is on the south end of the hotel strip in Cancun, so it's quieter. We almost never stay in big hotel resorts but we had a couple nights where this worked out better. We found the hotel to be very clean. The staff - from the lobby to concierge to the restaurants were all very friendly and competent. While one concierge is there to have you buy a timeshare or something, we were very clear we were not going to do that, so he was instead helpful in the ways we needed him, as a concierge. The other concierge was competent and very friendly as well. Agree with others, the prices for food were ridiculous. We ate one breakfast and then went elsewhere for every other meal as it was so over priced. But, it does save you a lot of time to just eat there, as it's at least a 15-minute trip by car to anything else. The pools were very clean and fun. The room was quite clean, contrary to other reviews on here, we were very satisfied with cleanliness everywhere, including the rooms. Bedding was great.
So, except for the high prices on the food and drinks, everything about this was what we hoped.

  • Stayed December 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank CruiserSeattle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin-Cancun, Guest Service Coordinator at The Westin Resort & Spa Cancun, responded to this review, January 9, 2014
Dear Guest:

We are very pleased to hear about your stay with us. We hope to have you again as our guest. We will make sure that all of the staff is recognized for their hard working and exceeding your expectations.

We hope to welcome you back in the future.

Thank You

The Westin Resor & Spa Cancun Team
Report response as inappropriate
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
Traveler tips help you choose the right room.   Room tips (719)
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Stockton, California
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed January 4, 2014

This was our first trip to Cancun and it was very relaxing and we were there for Christmas. We traveled with 2 adult sons (in their early twenties). We had chosen to include the Continental Breakfast and nightly appetizers (Beach Club) which turned out to be a great idea. There was lots of fresh fruit, a variety of drinks and smoothies, and a good breakfast to start the day. The staff during breakfast were consistently friendly, attentive, and helpful. At night, for appetizers, the staff was fabulous. Mariella, one of the waitresses, was incredible! She seemed to keep all of the staff organized, even when it was very busy. She was friendly and helpful to everyone who entered the room and made us feel welcome and comfortable. She is a great asset to the resort and I want to commend her for all of her efforts.
The rooms: We had two adjoining rooms and had a balcony and a view of the lagoon. Both rooms were a good size and very comfortable. The beds were comfortable and we were supplied with fresh bottled water daily which was appreciated.
The location of the hotel was perfect with bus access to the rest of the tourist area. The beach is a sandy beach and while we were there the waves were pretty rough and not safe for little ones. Our only disappointment was that there was no good snorkeling within walking distance. My husband likes to snorkel daily and that was not possible.
Our concierge, Gloria Gomez, was helpful throughout our stay. We had a couple of minor issues with arrangement and bookings and she immediately took care of the issues.
All in all, we plan on returning both to Cancun and to the hotel.
Thanks to all the staff for a wonderful trip.

  • Stayed December 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank 53MariaKH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin-Cancun, Guest Service Coordinator at The Westin Resort & Spa Cancun, responded to this review, January 5, 2014
Dear Guest:

Thank you for your detailed review, we are very pleased to hear your experience. Be sure that the Food & Beverage Management and Concierge Management will hear your comments regarding Mariella and Gloria´s work, we appreciate the effort they put every day, without the hard working of our associates there would be not great experiences to create.

We hope to welcome you back again soon!

Thank You

The Westin Resort & Spa Cancun Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Minneapolis, Minnesota
Level Contributor
30 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed January 3, 2014

My husband and our friends stayed at the Westin Cancun over the New Years holiday and overall it was a great stay. There were just a few items that I would suggest the Westin improve on.
Pros:
-The staff is amazing. Learned our names at breakfast every morning and also at the pool bar in the afternoon. Great to have personal service. They made us feel at home and also well taken care of while we were on vacation. I was very impressed!
-The location is great. It's at the beginning of the hotel zone therefore quiet and peaceful. We were looking for relaxation and sun so were fine being away from the "party" zone. Also, a short walk down, the water was calm and allowed for all day floating.
-There are several different pool areas at the Westin. We appreciated this because you could go to a smaller pool for quiet and relaxation or you could go to the "party" pool for games, music, and the swim up bar. To have all of the options was nice.
-Since we stayed over New Years Eve, we attended The White Party with our friends and had a great time. There was a variety of food and music kept us dancing all night.
The Cons:
-My husband is a platinum SPG member and there was no real perk for him. In the past when we've stayed, we'd been upgraded to the RBC and had some amenities. We only received a free breakfast for this stay and no real recognition of his SPG status.
-The wifi in the guest rooms was spotty. Trying to work or keep in touch with children at home was tough with the internet going in and out.
-In the beach area there are ledges or cliffs that lead down to the water. These cement ledges are the same color as the sand and I lost count of how many times my friends or myself stubbed our toes on them or watched other guests trip. I understand the need for a good visual aesthetic, however it seemed like a safety hazard to me.
-We were not able to have our room cleaned every day as the housekeeping staff took until late in the afternoon to get to all of the rooms. Out of our 5 night stay, 3 times we came back to our room between 4 and 5pm to find our room had not yet been cleaned or the staff was in our room at the time. This was not only inconvenient to us in getting ready for our evening plans, but it also made us uncomfortable in our room as we ran out of towels, toilet paper, and had sand everywhere.
Like I stated earlier, overall our stay was great and we'll probably be back in the future. Hopefully by them some of the "bugs" will be worked out.

  • Stayed December 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank TracyJane76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin-Cancun, Guest Service Coordinator at The Westin Resort & Spa Cancun, responded to this review, January 5, 2014
Dear Guest:

We appreciate taking the time to post a review about your holidays. Your thoughts are very important to us as they allow us to keep improving. We value all our SPG Members and guests and we try to accommodate the requests unfortunately the upgrades are upon availability and the Hotel was at his full capacity however we offer a variety of amenities to choose during the stay for our Platinum SPG members.

I shared with Housekeeping Management the problems you experienced, be sure that we will work on them and make sure to avoid these issues in the future. We are happy to announce that the internet connection has been enhanced and we hope to welcome you back in a near future.

Thank You

The Westin Resort & Spa Cancun Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Newton, Massachusetts
Level Contributor
58 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
2 of 5 bubbles Reviewed January 3, 2014

Having just spent a glorious week on Isla Mujeres at the Ixchel Beach hotel, the Westin stood in stark contrast. We were looking for a place to stay in Cancun so we could take in Ek Balam for the day. It was the only 3 or 4 star hotel that had two nights available at that time. Of course, it is a bit like apples and oranges to compare a Westin to a boutique hotel, but here's where the Westin was a disappointment:
1) $33USD for the breakfast buffet--Steep to say the least
2) $10 pesos to weigh your luggage at the concierge--really? How this wasn't complimentary felt ridiculous
3) Rooms need a complete makeover--old and musty;
4) Music at pool was blaring to the point of deafening
5) Drinks did not use fresh ingredients
6) Internet Charges even for Gold Starwood members

Not up to par with typical Westin standards.

We paid $700 USD for a two night stay. For

Room Tip: 1st floor lagoon side rooms have a nice walk out patio.
See more room tips
  • Stayed December 2013, traveled with family
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Ross O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin-Cancun, Guest Services Coordinator at The Westin Resort & Spa Cancun, responded to this review, January 5, 2014
Dear Guest:

Thank you for taking the time to review our hotel. We are sorry to hear your experience and not meet your expectations; we apologize for the shortages in the service. Your comments are very important to us as they allow us to improve. At Westin Resort & Spa Cancun we value our Gold SPG Members offering them the internet access as an amenity. I will make sure that de Food & Beverage management hear your thoughts regarding the breakfast and the use of ingredients. We are working on the update of the facilities step by step and we hope you give us the opportunity to welcome you back in the future.

Thank You

The Westin Resort & Spa Cancun Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed January 3, 2014

I just returned from my second trip to this property over the Christmas holiday. It is not a new property, but it does have many charms especially the staff. Everyone is very helpful but not overly solicitous. I especially enjoyed my massage therapy at the spa with Noe Salgado. He is amazing! I also think the location of this hotel is a HUGE advantage. It is the closest to the airport which means you'll hit the beach 30-60 minutes after you disembark (it is only 10 minutes from the airport). This also facilitates departure. The property straddles the lagoon and ocean/beach which means you can "follow the sun" or if you've been out shopping all day you can still catch a few rays on the lagoon side. It is not difficult, or expensive to go the La Isla shopping mall ( $1 bus) or the disco area. They are about 10-20 minutes away on the bus which comes by every 5 minutes. This also means that you can enjoy the peace and serenity of Cancun beaches or go wild in the tourista zone... your choice. I stayed in the most basic room and I found the room to be clean and simple. They do have coffee makers in the room and room service is prompt. All in all this is a very relaxing and pleasant place to stay.

  • Stayed December 2013, traveled solo
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Laura R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin-Cancun, Guest Service Coordinator at The Westin Resort & Spa Cancun, responded to this review, January 9, 2014
Dear Guest:

Thank you for your kind review regardiing your stay with us. We are very pleased to hear you enjoyed your time at the Heavenly Spa. 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 and entertainment attractions
We hope to welcome you back in a near future.

Thank You

Westin Resor & Spa Cancun Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Auckland, New Zealand
Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
3 of 5 bubbles Reviewed December 31, 2013 via mobile

The Westin Cancun is one of the massive flashy hotels on the Cancun beach strip.

The Pros- It's location is 2nd to none! It sits beautifully at the end of the Zona Hotelera and has direct white sandy beach access past magnificent hotel pools. We stayed in The Royal Beach Club lagoon view room which had an extraordinary view straight out to the crystal clear ocean! The breakfast (if you can score a room with complimentary breakkie) is great. A huge selection of fruits, cereals, hot and cold options as well as a great selection of coffee, tea, juices, green drinks, smoothies, wine and vodka. The breakfast staff are incredibly hospitable, helpful and are full of smiles! You can even take breakfast by the pool of you like!

The Cons- The reception staff although friendly, are not particularly helpful. They aren't sure on room availability and are not in a hurry to get back to you with your requests (from what we experienced at the main reception and also the beach club reception). I know it is peak season (over Christmas and New Years) however, helpfulness will never go unappreciated... Especially if you are a receptionist at a big resort. The concierge quoted us an extortionate amount for a car transfer so be sure to shop around if you're looking for private transfers! Also, if you have issues with children splashing you in the pool while you're laying out- perhaps try one of the adults only resorts.

All in all- 3 out of 5- but that could just be because it was our first time in Cancun and we were really expecting a lot... And not really betting on the fact that Cancun is really just a mini USA on a gorgeous beach.

Stayed January 2014, traveled with friends
Helpful?
Thank Tempest22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin-Cancun, Guest Services Coordinator at The Westin Resort & Spa Cancun, responded to this review, January 9, 2014
Dear Guest:

Thank you for posting your review, as you pointed out the location is one of the greatest assets of Westin Resort & Spa Cancun as they allow you to be in a relax a peaceful ambiance. We appreciatte your comments regarding our staff as they allow us to keep improving our service and be sure that I will give your thoughts to the Front Desk and Concierge Management to avoid these issues in the future. We hope to welcome you back in a near future.

Thank You

The Westin Resort & Spa Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santa Barbara, California
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
1 of 5 bubbles Reviewed December 28, 2013

We purchase this hotel thru Expedia and paid extra money for Royal Beach club room with ocean view and of course a king size bed. Instead we got two small beds with partial ocean view, and next to the elevator room.

Room Tip: Highest floor, king size bed, full ocean view, away from the elevator noise. Royal room.
See more room tips
  • Stayed December 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
2 Thank Hazem12013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Westin-Cancun, Guest Services Coordinator at The Westin Resort & Spa Cancun, responded to this review, January 5, 2014
Dear Guest:

Thank you for allowing us to hear about your holidays, we apologize for the inconveniences and not meet your expectations. We hope you allow us to improve your opinion in a near future visit.

Thank You

The Westin Resort & Spa Cancun 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 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:
#37 Luxury Hotel in Cancun
#44 Spa Hotel in Cancun
#46 Top resorts Hotel in Cancun
#52 On the Beach Hotel in Cancun
#52 Romantic 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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