Quick note: This is our fourth trip to this resort but the first TripAdvisor review of this property.
Our stay started on April 17, 2024, at the Westin Lagunamar Ocean Resort. We were feeling very good about the trip as our flight from DFW had arrived about 20 minutes early. We were picked up (pre-arranged) by the company recommended by the Westin concierge called “The One”. The One people were great, and the ride was nice and cool. Driver also was fantastic.
We arrived at the Resort and proceeded to the check-in desk where we met Gustavo. Immediately he welcomed us and proceeded to check us in. We had arrived early on the flight; therefore, we were 2 hours early in the check-in process (normally 4pm). I explained we understood we were early and would be happy to wait if needed. He called the housekeeping team and tried to find us a good fit for what we were wanting. After a few minutes of discussion, he was able to find us a beautiful ocean view in building one. The suitcases were taken at our arrival by the bellboys and held until our room was assigned. They followed us up to the room after Gustavo checked us in.
The room was magnificent and very clean. All the amenities were available in the one bedroom we booked and a spectacular ocean view as well as a view of the ancient Myan ruins that is on the hotel property. Full size refrigerator (w/icemaker), stove, dishes, silverware, cookware, washer/dryer combo. The unit also had a dining set for six people and a comfortable sleeper sofa and lounge chair in the living area. TV’s in the bedroom and living areas. The Westin Heavenly Bed with the most comfortable sheets imaginable. Large bathroom and separate walk-in shower, large jacuzzi tub and toilet areas. Amble closet space, drawers and shelves in the bedroom and bathroom areas.
We immediately went to the Viento Bar and Grill for a quick bite. The snacks we received were just OK. The service was also just ok when we went down there. We’ve been to this restaurant before and usually had better service and food in the past.
The best of the best at Westin Lagunamar is the pool staff. We always receive the best service at the poolside with the waiters (sometime waitresses) that take your order and bring you virtually any drink imaginable and food from the Duna Sports Bar. We’ve had multiple experiences with many of the normal staff but on this trip (and a trip we had about 4 years ago) the gentleman named Williams was there once again with his usual enthusiastic manner. Issac was also helpful during our stay at the poolside. We visited the pool many times and spent many hours at/in the pool and every time Willaims was there to help, no matter if we were in his area or not. The service, the dedication and the duration of Williams’ service is unmatched in our experiences. Most of employees of the Westin have been there many years and are familiar faces.
Upon unpacking our bags, my wife realized that her curling iron handle had broken. I went down to see Gustavo at the check in desk and he called someone from maintenance to help. Irving from the maintenance team brought up some super glue and tried to get it to hold while I was standing there. It didn’t appear to be working so he offered to take it to his shop area and use better glue. In about 15 minutes he brought it back to our room and it was glued better and holding for her to use it during the remainder of our stay. Amazing customer service from Irving as well. Thank you to Gustavo and Irving.
We had a spa day scheduled with Manuel and Yolanda for an early evening couples massage on the beach. They both provided fabulous massages and were very professional. The spa personnel was wonderful and the spa itself had a whirlpool (hot tub), dry sauna and steam sauna. Everything was very clean and well maintained.
We enjoyed the special event that on Thursday nights in the Oceano Restaurant they call Steak Night. The meal was steak and a buffet of sides allowing us to enjoy as much of whatever was on the buffet, but the steak was prepared by a chef (one-time steak, not buffet). You also had a choice of chicken or fish, but the steak was the best offering in my opinion. The waiter was very attentive and friendly. He recommended a cabernet sauvignon from Chihuahua, Mexico and it was fabulous. The charge for it was more than I expected but we were happy to be in Mexico and relaxing, so we just went ahead with it.
The Westin Lagunamar is a wonderful resort, and we will return. The amenities are fantastic, and well suited for a relaxing vacation. If you need something they don’t offer, there is ample shopping at the mall across the street or the grocery store just a short 1 mile walk up the street. There are lots of excursions available form The concierge at their desks in the front lobby and they do well to accommodate all requests. Local restaurants of all types are very close and available to walk to or a short taxi ride.
My only concerns were small but wanted to mention them here. They provided us with two free drink tickets to go down and see the concierge about anything we might need or want to do. Alfredo was great and answered all our questions. However, when we went to the Duna Sports Grill, we found that the drink tickets were only available for a select few drinks. It’s petty I know but they need to just suck it up and allow a free drink (within certain parameters of course). Creating a separate menu for the free drink tickets is what I call a “low rent” kind of move for such a great resort.

Cancun will always be a great location to stay and if you plan for vacation please visit this place. My friend let me use he's timeshare on this property. The reason I came down to cancun because of my dental activities, this is my first and I'm not sure if I can mention the dental place I have been. But anyways, the place is perfect for everybody. Restaurant inside the property is 5 out of 10. But you have lots of options near property, they will give you a list of restaurants that they have discounted. The market inside the property is a bit expensive. But they will give you the option of a supermarket where you can go buy more stuff. Quick check in my room is not ready, I waited for 1 hour and the front desk called that my room is ready. Front desks are friendly, especially Alexa I think she is supervisor very welcoming. My concierge Carlo gave me a lot of information inside and outside the property. He invited me to seat for a 90 mins timeshare, he said if I don't want to, I don't have to, I said yes I will do the preview and put me in the last week of my stay. I've noticed one thing he keeps asking me about my yearly income is a bit uncomptable for me is a private information that I don't share with nobody. Told him that you don't care if I make less or more than 100,000 a year. And he explains to me why because it is one of the requirements for the preview and I just laugh at him if I don't make that amount I'm not going to buy or I'm not qualified or what? Told him that it is racist or discrimination against those people who make less than 100,000 a year what if they want to buy. I'm in sales too if the sales person is good of what they do even though People makes 30,000 yearly will buy, but if they know how to convince them. At the end of the day I did not attend the meeting because of my dental appointment, I hope I did not put him in trouble. Every single day of my stay Carlo will always call my room to say hi and ask me if I need something, to ask me if I'm OK. It's surprising that he has lots of knowledge about what he does and anything else. I would highly recommend him. And if a come back I want him to be my concierge again. Bell boys, waiters at the restaurant are great. Crossing the street from the hotel going to the mall is a dilemma.

Life is short spread kindness every single day!