The Westin Resort & Spa, Cancun

Had this reservation scheduled for months . Was in the hospital for surgery and managed to get Covid , contacted property and they cancelled the reservation because they didn’t want me there sick but they refuse to refund my money . Have contacted the better business bureau and filed a complain am also disputing with my credit card provider but i would be careful booking anything with this hotel . The correspondence i have from them during this time has been horrid and they are a marriot hotel . I would expect better

This is my 5th time to Cancun, first time at the Westin and our stay at the has been great! Rooms are spacious, clean, and comfortable. Awesome location at the quiet end of the peninsula, pools and beaches are perfect! The drink making classes and water aerobics are so entertaining! Ana from Veracruz is awesome at her job! The pool side service staff exemplify the gracious Mexican service! Gracias Vicente! After living in Mexico and visiting numerous other places here, I would definitely return to the Westin!

When we first entered the reception, the check-in process took more than 20 minutes. When we entered our room numbered 1251, there was a renovation in the room and a notice at the entrance stated that the room was out of use. The renovations were incomplete but the corridor had not been cleaned. The sound insulation of the connecting door from our room to the next room is very bad, you can hear everyone talking from the next room from inside our room. The hotel is old and worn out. The air conditioners in the corridor drip water heavily onto the carpets and there is no one to help. Up to this point, these are the elements that can be improved. However, while we were having breakfast, a staff stated that the breakfast was for two people. I stated in my reservation that we made it for 4 people and showed it, but they told us to go to the reception with our passports and talk to the reception team. When I went to the reception, I explained the situation to a young woman and stated that we had already waited too long during check-in and that our passports were being processed in the system. While talking to this woman, there is no one else at the reception except me, and the camera footage shows that there was no one else. This woman stated that there were other customers in line and she could not help me. First of all, what is the point of blaming us and ruining our holiday without knowing what is included in our stay and how old our children are? I think the other teams, except the concierge team, need to be updated. I believe that especially the reception staff should receive special training on politeness.

This resort exceeded our expectations on all fronts. The room was spacious for our family of 4. The pools were amazing, the poolside drinks and food were great, the activities were super fun, and the meals were satisfying! Shout out to Dino (bags) Martin (poolside service) Oscar (surf machine) Alejandro (Dinner) and the many others whose names I’m forgetting. Housekeeping was timely and was kind enough to leave us bottled water each day (daily cash tip likely helped too). The service here was outstanding!

I was offered this trip a couple of years ago and just didn't have a chance to go until now. I was excited with the timing because I figured the weather would be nice. Prior to coming, I was nervous because I read some of the reviews and they weren't the best, but when we arrived, I was actually pleasantly surprised. Prior to coming, I also learned to ask to be placed in the main building and we wanted oceanfront. That was honored upon check in. We were elated. Now I was told that my trip did NOT require a "presentation" attendance, but I knew it was a "timeshare" type of vibe. When we arrived, we were greeted and once we got our room assignment, we headed upstair. As we walked to our room, we noticed the hotel looked like it has/currently is going through some upgrades, but I will say it didn't give that customary Westin vibes. It gave me that the property was heading to that level. It wasn't bad. Our room was spacious and felt clean. The balcony was a nice size and we had uninterrupted views of the ocean. I will say, however, that I wasn't thrilled that the room next to us had some construction going on. There was some knocking and banging. We headed down to the sports bar (sat outside) and ordered the fish tacos and the margarita pizza. The food was pretty bland but we were hungry. The drinks were basic (at best). The staff was friendly though and the view was amazing. We did decide to dine at the onsite restaurant (Sea and Stones), and we learned that reservations were required from concierge (who talked us into attending a presentation in exchange for 2 onsite coupons ($75 each). We went with it because nothing was all inclusive and we knew it could help with meals at minimum). All in all, the property was ok. And we had transportation included, which was nice. Now I will say there were a few things I did not care for. 1) The front desk was very rude to us in telling us we had to bring our passport in order to get US currency change, AND that nothing on property accepts cash. 2) There were some MAJOR fumes in the hall walking to our room several days. We assumed it came from the products being used as they were doing realtime upgrades, but it was so strong that we almost got high just walking in the hall. 3) We were right next to a room that had construction going on. It was a buzz kill to hear the banging. 4) When the sales people realized we were not going to purchase the points program, Jean became very cold and dismissive, and the old man that was supposed to try and sell us at least another vacation, kept going on too long with BAD "gay" jokes. They were not funny and frankly inappropriate. Would we stay there again? Perhaps, but knowing there's so many more nice resorts, we may try someplace else unless we were offered a trip we couldn't refuse.