The Westin Lagunamar Ocean Resort Villas & Spa, Cancun

Customer ratings & reviews

TripAdvisor Traveler Rating

7912 reviews

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  Best place in Cancun

  Love this place. The staff are welcoming and very helpful . The rooms are very clean. The cabs drivers are great open and close the door for you. The beach is beautiful. Love the putt putt and pickle ball court . The grounds are very well kept . The place is just very comfortable and safe to be at. The restaurants are pretty good . I will be back. This is my second time here.

  Mar 21, 2025
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  Cautionary tale for Spring Break 2025

  A cautionary tale! Our March 2025 trip to Westin Lagunamar was our third time at the resort over the last several years. The first two times without our children and this last time with the children. The accommodations at the resort remain fantastic and as a non all inclusive it is great for couples or families. There are an abundance of restaurants within walking distance of the resort and the food on site is of good quality. The pools and beach are great. So here is why we will not return to the resort and why it garnered a one star review from me after our last stay. My wife and I do not typically take housekeeping service while on vacation. We keep our room clean and tidy ourselves. We order fresh towels when needed and have them delivered during our morning coffee. Since our children were with us this time we decided to take housekeeping services. We checked in on Friday and had housekeeping services on Saturday and again on Sunday. Upon returning to our room on Sunday we had a note that security had been in our room due to valuables being in plain view. We noted the only items in plain view were electronic devices on chargers which included Iphones, tablets and headphones. We elected for no further housekeeping the remainder of our stay. On Monday morning my wife grabbed some money from her wallet which was concealed in a large bag with multiple other items. As she did this she took inventory of her funds and noted she was missing $900 US dollars. It was a portion of our cash funds we had brought for some already booked excursions. We reported the issue to hotel security and they provided the option of reporting it to the local police. We requested an internal investigation as we knew that the funds would not be recovered, but wanted to make sure they would investigate to make the next guests stay a safer and more secure one. We knew it would take an additional amount of our time from vacation trekking to the police station to file a report which may not even be investigated. We understood it was a lapse in judgement on our part as we should have secured our items in the in room safe if we were going to allow housekeeping in the room. Ultimately, here is the reason we are not returning to the Westin Lagunamar. On our checkout date as we are at the checkout counter we were approached by the security manager. It should be noted our transportation service was already waiting outside. He advised my wife that on Sunday evening our room was unlocked from 7 pm -9 pm while we were gone and he implied that is when the US currency was taken. He also questioned us why we did not want to make a police report as if we were fraudulently reporting the theft for some benefit. We again explained we knew the money was gone and did not believe it was an efficient use of our time to trek to the police department and file a report especially when the on site security staff would have more knowledge of the protocols in place to do their internal investigation. Every time we left the room we would check the door to make sure it shut completely. We travel often and it is a normal habit for us. Our children know the drill as well. Lastly, this was clearly employee related theft by someone who has done this multiple times before. The person searched a large bag which was on a shelf in the bedroom of our suite with multiple items to discover the wallet which they took just a portion of the funds. No credit cards, identification cards or electronics were taken from the room. Based on my professional experience I firmly believe the security manager approached us at check-out time because he knew the interaction would be time restricted. He also knew he could absolve the staff by placing blame on an unknown assailant who entered our room while it was “unlocked” from 7 pm -9 pm on Sunday which was more likely a faulty door sensor or door locking mechanism. This allows their security staff to clear the incident at the corporate level with no real investigation or accountability.

  Mar 20, 2025
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  Good experience

  Really good resort. I would probably stay here again, all the amenities and staff were great. My only complaint would be check in is 4 pm but our room was not ready until 4:20 pm so we had to wait in the lobby until it was ready, on the last day check out is 10 am, literally the second the clock rolled over to 10 am we had a knock on the door to leave. If they are going to be that strict on check out they should not make us wait for a room on arrival.

  Mar 19, 2025
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  Best resort in Cancun in the hotel zone

  This is our ninth visit to the Westin Lagunamar. There are so many things to love about this property. The same staff are there to greet you and it feels like a welcome home. They keep the place spotless and are quick to respond to any requests you might have. There are BBQ all around and each pool has a different vibe. Aquacize class every day at noon is ably led by Javier, Alejandro or Tony and each make it fun in different ways. If you are a pickleball player there are 4 courts with organized play every weekday. Lots of other activities are led by the Fun Team.

  Mar 12, 2025
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  It could have been a really nice vacation BUT……

  I want to start off by saying the room and overall facilities were very nice. There is only one real restaurant with one poolside pub type palapa. If you want something nice you will need to go across the Main Street to the mall for other dining experiences. What turned what should have been a nice weeks stay into a horrible experience was a large group of “kids” that checked into the rooms next to ours. They made a huge amount of noise seemingly oblivious to others nearby. After repeatedly asking them to tone it down, we were forced to call the front desk to complain at least 5 times in the first two days and made personal visits to the desk 3 times. The customary response was a shoulder shrug and a “what to expect us to do” attitude. Once we were told that security would be sent but none ever came. We had four days of being woke up around 11:00PM when the loud drunk kids left for a night of partying and again at around 4:00AM when they returned. It was obvious that management could have cared less and expected us to just grin and bear it. Not one time did anyone contact us to see if the noise had stopped and if our experience had gotten any better. I would like to think our bad experience was a one off but based on the attitude and performance os the front desk I seriously doubt it.

  Mar 12, 2025