The Westin Cancun Resort Villas & Spa

Not the best experience. We stayed at the Westin Lagunamar for a week before coming here and what a difference! Lagunamar is beautiful and way more upscale for the price. I feel like we are on a Carnival cruise at this place.

Don’t expect your TV to work - because it doesn’t. I know that’s not important to the Carnival crowd but we actually come down here to live for several weeks every year.

The casual restaurant is actually pretty good for the hotel price. The nicer restaurant got me sick for 48 hours.

The hotel is half hotel and half timeshare - weird mix. I just don’t get it.

I could go on and on but I’ll leave it that. Enjoy your Carnival Cruise!

We stayed as a part of our vacation club ownership. All the staff was very helpful and friendly, special shoutout to our assigned concierge representative- Brenda, I also enjoyed activities (HIIT, water aerobics) with Geromo.
They have multiple pools on property, direct access to the beach.
Also both the sports bar and the Sea &Stone restaurant were very good.
We enjoyed our stay.

This is the 4th year we have stayed at The Westin Resort and Spa. The property is of fairly intimate size, the staff are extremely friendly and accomodating and the beaches/pools in early September are MUCH less crowded than our usual January visits,
The spa is very nice, though I also especially enjoyed the massages at seaside cabana. My massage this trip with Lilianna was divine.

The food options were very limited and complicated. They need to have basic meal options and pump up the quality of the items. We had to travel to IHOP to eat a decent breakfast. Their Buffet was terrible. Food was dry and sitting too long. No variety. They would close 2 pools in the evening and all guest had no option than to all be in one pool , but they advertise 3 pools. The jacuzzi temperature was more like a warm bath that a hot jacuzzi. The main pool did not have any music playing during the day because they did not have another speaker when it was needed for other activities. They need to invest in another speaker

We thoroughly enjoyed our visit. It was a great time to be in Cancun as the sea turtles would come up on the beach every night to lay eggs in the sand. We met a lifeguard named Manien Perez the was friendly and knowledgeable. Manien took the time to teach us about the turtles and even allowed us to release some(at night) into the ocean. He is the reason we will be back. The entire staff is very friendly and accommodating. It’s a great place to visit.

Todo increíble!! muy cerca del aeropuerto, tiene donde estacionarse, habitación cómoda y muy amplia, maravilloso lugar para venir con niños!!
Personal super amable, restaurantes del hotel ricos y muy cerca de otros acá de Cancún.
Área en el hotel para tomar clases de surf con Oscar que es un gran gran maestro, salvavidas Vidal súper amable y responsable. En general increíble hotel para viajar en grupo grande y con niños!!!

Nice resort to relax and swim. Pools are fun. Main pool is in the sun most of the day but there is a lot of shaded lounge chairs. Food is average and not a lot of options. During summer the seaweed is bad and you cant swim in the ocean. Beds are nice and room was great. We had a balcony with ocean view, a kitchen, and washer/dryer. Bus stop is easy to walk to and close by.

My two children, ages, 11 and 15, spent about an hour on the flow rider pool with Oscar as their instructor. Oscar was skilled, patient, friendly, and helpful to both my children. They had different skill levels and he was able to lean into their strength and help them both feel extremely successful on the body boards and the surf style boards. we highly recommend this experience for anyone, and our especially grateful to Oscar for making the experience so incredibly positive.

Overall the property is very good. The view is excellent specially the pool overlooking sea.

However my personal concierge was just try to cross sell things to me instead of focusing on giving me a better experience. Very bad experience on the personal concierge.

The Westin Cancun was honestly underwhelming. The food at the hotel was just ok, but you're much better off grabbing an Uber and heading to downtown Cancun. We found way better restaurants by the Las Americas plazas — even places like La Vicente or Hooters were significantly better in terms of both quality and portion sizes. We even did Uber Eats to the hotel a few times with no problem — much better value and way tastier.

One of the biggest frustrations was the Wi-Fi. I had important work meetings during my stay, and the hotel Wi-Fi was so unreliable that my calls kept dropping due to weak signal. For a place that markets itself as a premium hotel, that’s unacceptable.

Also, a heads up for when you arrive at the Cancun airport — you will be harassed by people aggressively pushing you to take a taxi and telling you that Uber isn’t allowed. Complete nonsense. Just walk past them, head toward the car rental area or the nearby airport hotels, and you can order an Uber like normal. We used Uber multiple times without issues — don’t fall for their scare tactics.

For the price you're paying at this hotel, I expected way better service, reliable Wi-Fi, and decent food. Next time, I'll be staying somewhere else.

Having a strict check in policy until 4pm on a beach hotel is terrible. People are asked to leave their room at 10:00 am and new guests can only enter at 4pm it’s hard to believe they can’t manage this more effectively especially for short stays.

Staff was very friendly and the facilities are great especially the flowride personnel were great!

Nice hotel , pool and beach !
Quite disappointing the check in at 4 pm and check out at 10 am , I am not used to such a treatment , next time , I will look for a more flexible timing resort

We just returned from our fourth stay at the Westin Resort & Villas in Cancún and overall had a relaxing, enjoyable time. We stayed four nights in an ocean-view villa with a balcony — absolutely worth it. The view of the turquoise water, soft sand, and gentle waves was the highlight of our stay. We used the balcony daily, sometimes more than once a day, just to soak it all in.

There was a small issue with the first room we were assigned, but Bryan at the front desk quickly resolved it with kindness and professionalism. Thanks to him, we ended up with the beautiful room and view that truly made our stay feel special and worth returning for.

We ordered room service for most meals, and while the staff was accommodating, early morning orders tended to take longer than expected. The beachside food and drink service was great — fast and convenient while enjoying the sun. Vicente, our beach server, was friendly, attentive, and made our afternoons even more enjoyable.

I also visited the spa and had a deep pressure massage with Mari, who was pretty good and professional — a nice treat after days of beach time.

There were some downsides. During every visit, something seems to be under renovation — this time it was painting and a one-night issue with the water heater. Pool and beach towels weren’t available until after 9 AM, sometimes even later, which was frustrating for early risers. Housekeeping arrived late several times and occasionally forgot bottled water and toiletries. Also, the food wasn’t always consistent — the same dish could vary from one day to the next.

Still, we continue to return because of the beautiful beachfront location and quick access from the airport. With more consistency and attention to detail, this could easily be a five-star experience.

We never stayed at the Westin Cancun Resort villas and spa. So, I cannot comment on this property. I'm sure it is nice. We stayed at the Westin Lagunamar both are in Cancun.
This Westin Cancun Resort villas and spa hotel is several miles away from the Westin Lagunamar.
Orbitz booked the wrong hotel. They booked the Westin Cancun NOT the Westin Lagunamar. I cancelled the Orbitz booking immediately, within minutes. I then paid with a credit card directly at the Westin Lagunamar. Even though I cancelled the reservation and was told by the Orbitz agent it was cancelled, Orbitz went ahead and tried to charge me the full amount for staying at the wrong hotel that I never even stayed at.
So, what I can say is DON'T use Orbitz. I filed a full dispute showing receipts and the cancellation, my bank refunded me the money after 3 months, but Orbitz is absolutely horrible. They used to be good years ago, but I will never use them again.

La pasamos muy bonito ademas el personal muy amable y atento

Muchas gracias

This is my 2nd visit here and I just have to mention that a bright and shiny light both trips was Yasmin at the breakfast restaurant. Thank you Yasmin! We stayed in one of the new rooms and it was lovely. High ceilings and roomy with an outdoor seating area with a fantastic view! We loved our stay here, Salt and Stone, the on premise restaurant was wonderful…delicious food (the wood fired grilled lamb chops were amazing), excellent service, and a mariachi band serenade. Special thanks to Yasmin and massage therapists Lilliana and Julie and Martin who brought us cocktails and tacos on the beach — We have food allergies and he was very careful to ensure we were safe. All service superstars! We will return!

Quick trip to Cancun with the worst customer service ever.

I arrived late to the property and was told I was upgraded because of my platinum frequent traveler status. When I got to the room, I noticed that there was dirt all over the bathroom floor. I walked down to the front desk to report the issue, I was told someone would be up shortly to come clean and inspect the room. An hour goes pass and I fall asleep. The next morning, I go to report it again, this time to the front deck manager. Again the problem is not rectified. As someone that travels to Cancun I would not stay nor would I recommend anyone stay at this property.

My issue is not that the room was not properly cleaned, it was the lack of response nor the managements discretion to offer an alternate solution.

Hotel is on the quiet side - which is totally welcomed! Rooms are clean and updated - restaurants on the property are great as well as the service! All employees are polite and respectful as well as being friendly. Have stayed here a half dozen times in the last two years- and will come back again and again!

Great properrty in many respects. At the very end of the hotel zone. Water was choppy at the beach but many pools to choose from. Only drawback was the showers took forever to heat up and the water pressure was super low. Everything else was great!

Disappointing Experience at The Westin Resort & Spa, Cancun
I was really looking forward to my stay at The Westin Resort & Spa, Cancun, but my experience was frustrating and disappointing, especially considering this was my fifth time staying here.
Upon arrival, I was told my room was not ready, despite checking in on time at 4 PM. I was forced to wait 40 minutes past my check-in time, which was incredibly inconvenient after a long trip. To make matters worse, the hotel attempted to downgrade me to a lesser-value room without a view, even though I had booked and paid for a specific room. I had to insist to get what I originally reserved, which was unacceptable.
The worst part was the poor customer service from the front desk staff, particularly Julio. Instead of being helpful or apologetic, he was dismissive and did not seem to care about my concerns. This lack of professionalism made the situation even more frustrating.
When I finally got into my assigned room—5th floor, room 2502—it smelled like fresh paint, making it uncomfortable to stay in. This was another disappointment, as I expected a clean and pleasant environment, not a room with lingering chemical fumes.
To make matters even worse, my fiancé was taken advantage of by Vicente, the pool drink attendant. Since she does not speak Spanish, he overcharged her and did not provide a receipt for the three drinks she ordered. However, when I arrived and confronted him, he suddenly changed his attitude, produced a receipt, and acted nervous, confirming my fiancé’s suspicions. This kind of behavior is completely unacceptable, and it raises serious concerns about how the hotel treats its guests—especially those who may not speak the local language fluently.
Eventually, the hotel provided us with room 2218, which was a clean room with a view. However, the person who actually helped us get a better room wasn’t the front desk staff—but the bell boy! Out of all people, he was the one who proactively assisted us, showing more care than anyone at the front desk. He even asked if we had dinner reservations and offered to make recommendations and bookings for us. When I told him we had reservations at Rosa Negra, he quickly mentioned that if we said we were staying at The Westin, we would receive a 10% discount.
It’s incredibly disappointing that no one else at the hotel inquired about our needs, offered helpful advice, or even attempted to provide good customer service. The fact that it had to come from the bell boy, rather than management or front desk staff, speaks volumes about the overall lack of care at this hotel.
For a hotel of this reputation, I expected better service, a smooth check-in, and respect for my booking. Instead, I dealt with delays, attempted downgrades, dismissive staff, an unpleasant room, and dishonesty from hotel employees.While one employee stood out for his kindness, it was not enough to salvage the experience. Waiting 40 minutes past check-in, being treated poorly by staff, and dealing with dishonesty made this stay not worth it.
I’ve stayed at The Westin Resort & Spa, Cancun four previous times, and after this experience, I can confidently say I will never return. It’s sad to see how a once great hotel can fall short of its standards. I would not recommend this hotel based on my experience. Spend your money elsewhere where your time and business are valued.