The Westin Lagunamar Ocean Resort Villas & Spa, Cancun

Customer ratings & reviews

TripAdvisor Traveler Rating

7906 reviews

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  Everything You Need to Know - Pros and Cons

  We stayed 2/9-2/16/2025. Here are the Pros and Cons: PRO: 1. Marriott Owners (MO) receive 30% off at the hotel restaurants (excluding theme nights) 2. MO receive free drinks and/or discounts at participating nearby restaurants 3. MO have access to Executive Lounge serving coffee, tea and water all day 4. The food at the hotel market was reasonably priced. Go there first and decide if it’s worth going to the grocery store Soliano. It’s a 15 minute walk away and might require a taxi back to the hotel depending on how much you buy. 5. We ordered lunch every day from our palapa. The food came from Viento restaurant and was delicious. Mas tacos pastor por favor! 6. La Isla Mall is across the street with high end stores (Dior, Burberry, LV, Ferragamo) and great restaurants with harbor views (Elefanthai, Ryoshi, Tacos y Tequila) 7. Other great restaurants nearby Fish Fritanga, Navios, Harry’s and Ilios 8. Receive $225 hotel credit if you attend the time share presentation 9. Studio units come with a a queen size bed, washer and dryer (and laundry detergent),, a mid size fridge, a microwave/convection oven, a two burner stove top and sink. 10. From the staff to the guests everyone is so friendly and happy! 11. Hotel caters more towards couples and retired people, not so much families. CON: 1. We had to wait in the heat for over a half hour for the hotel provided transfer from the airport to the hotel. No wait getting back to the airport. 2. It’s a large property, so if walking is an issue you might want to consider staying somewhere else. 3. Chair loungers by the pool and/or with views of the sea were reserved by 6am. 4. Vendors selling hats, sunglasses, jewelry, etc. on the beach. They are respectful and a kind “No Gracias” keeps them walking. (Could be a pro, since they were selling nice things!) 5. The sea is very rough and not swimmable, but beautiful to look at! 6. Room is cleaned once during a 7 night stay (on day three) 7. Check out is at 10am. We were able to get a late check out at 11am. Our flight wasn’t until 7pm, so we left our luggage with the bell desk, hung out at the beach and then used the Fitness Center to take showers and get ready for our flight home. 8. Realizing it’s your last day and having to leave this amazing place! Hasta luego!

  Feb 19, 2025
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  A Total Disaster

  I am a "Lifetime Titanium Elite" member of Marriott Rewards program, I have well over 1,200 nights stayed in Marriott hotels around the globe. My wife and I found this hotel, it looked great on paper, we booked it. We arrived at about 6:30PM on a Friday night, we were met by a wonderful person, Sofia, who welcomed us and led us to our room. At the elevator she said she would see us the next day and we would find our room on the second floor (rm 228). Now when we booked the stay we requested and received an Oceanfront Villa. We got to our room, room 228 overlooked a parking lot (see picture). If you got on your tippy toes you could see the ocean!!! Holy smokes!!! I called guest services and asked to be moved for we did not receive the room we paid for, it was supposed to be an Oceanfront Villa. The person I spoke to stated, and I quote, "I paid for a room, not a view." I asked him to put that in writing and he refused and refused to assist. I looked up on YouTube the worst aspects of the Westin Lagunamar Ocean Resort in Cancun and the FIRST THING on YouTube was the worst rooms in the resort and guess what, the worst room is room 228!!! We then went to get dinner, one of the restaurants there is called "Oceano" and we went there for dinner. CLOSED on a Friday night. Not a soul around. Nothing! We then went to their Sports Bar called Duna Sports Bar. Service was slow and food was bland at best (do not eat at Duna). We then went to resort store, a bottle of Patron Tequila was $1860 - WOW! I decided to check local store next day. The next morning we got up, saw Sofia and she said she would see what she could do. Great!!! She was able to get us moved to room 386. Exact same room as 228 but in a different building (building 3 instead of building 2, and on the 8th floor). We packed up 228, they sent a person to collect them. We went back to the desk and we were told the room would be ready at 4PM. Well we saw cleaning folks in the room at 10AM so we decided to check to see if it was ready early (3PM). A 10 minute wait in line was a waste of time, they said it was not ready, to come back at 4. So we went back to pool and returned to desk at 4:10PM. Waited 30 minutes in line and they said it was still not ready. I said okay, we will come back at 5PM. We went back at 5PM and there was a long line again. While waiting in line some lady and her husband walked past everyone, and popped up to a front desk person for assistance, they bypassed everyone. I then told her there was a line and she said she waited on it once and was not doing so again, and they waited on her!!! UNBELIEVEABLE!!! We then got to the next representative after 15 minutes of waiting and were told that the ROOM WAS NOT READY!!! They had 7 hours to get the room ready for checkup is 10AM at this hotel. They wanted to put us in another room. I asked to speak to the General Manager. A person came out, he said the room was not ready, I asked why not? He said it was very dirty and I asked if we could go check it out together. He would not do that, he said he would personally go check the room. We waited 10 more minutes, he said room was ready and we could go to the room. I asked what he did to get the room ready, he said nothing. This is a Westin Resort, one would expect a classy operation. Not. This is a timeshare mill (something I was not aware of when we booked). There are more sales personnel at this hotel than support staff. You cannot go for more than a few hours without someone trying to sell you the hotel. If you are a family and you go to Disney parks and you are used to hurry up and wait, poor service, bland food, this will work for you. If you and your loved one are looking to go to a resort and relax, enjoy some good food and entertainment, this IS NOT the place to travel to. There is a mall across the street to visit and another shopping center that is about a 10 minute walk from the Westin. At the other shopping center is a Ruth's Chris restaurant and the food and service was OUTSTANDING there. We also got a bottle of Patron for $799 (more than half the price they are charging guest for at the Westin resort store).

  Feb 18, 2025
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  Perfection for rest and relaxation

  We discovered this property several years ago and have been back every year. Great property, great service, great location, great staff. Special thanks to Delfina and Benjamin who are outstanding members of the team and great personal assistance to me. This property has a beautiful beach and pool complex. The property is maintained to an excellent status both the rooms and public areas that are wonderfully uncrowded. Ideally located, there are multiple great restaurants and shopping within five minutes of the property. The only negative is that Marriott is taking over the management of the organization and unfortunately they do not have the same standards as Westin with respect to customer service and reinvestment in maintaining their properties. I am concerned about the future of this wonderful property.

  Feb 16, 2025
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  Another great day at the Westin Lagunamar

  This is our second time at the Westin Lagunamar. It is a great location with beautiful pool and great beachfront. The rooms are nice and spacious with each room, including the lockout, having a washer, dryer. The staff is attentive end of the rooms and hotel are very clean. Concierge, Gabby Rosales went out of her way to help us with reservations at various restaurants in the Cancun Mexico area. We received excellent tables and discounts. Thanks to her outstanding service. The food at the restaurants and pool bar were good and they have a happy hour from 3 to 4 every day. WeWill definitely be returning to the Westin Lagunamar in the future.

  Feb 12, 2025
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  Disappointing

  Some good bits - the pools and beach are lovely, as are most of the staff. The food was American rather than Mexican but fine. The onsite mercado was handy. Some very disappointing things, particularly given the cost - our first room was very noisy from massive air con fans of a neighbouring building (and was in serious need of updating). When we asked to move somewhere we had a chance of sleeping we were told it was a known problem (but were still charged for changing rooms! I've never had this charge in years of travel). Lucas on reception was very rude when we checked in though luckily we found he was not representative of the majority of the staff. And the whirlpool bath we paid extra for didn't work and flooded our bathroom. Given the choice (and cost) of hotels in Cancun I wouldn't return or recommend.

  Feb 08, 2025