The Westin Resort & Spa, Cancun

The staff here is incredible! Everyone is so welcoming and kind. The rooms are gorgeous and kept so clean. House keeping does such a great job. The activities by the pool are a blast and they offer such a wide variety. The staff is so attentive and friendly with you! I could not recommend this place enough!!

The staff is absolutely wonderful! Whether it was housekeeping or the patio workers, everyone was incredibly friendly and welcoming! Our room was clean and the beds were extremely comfortable. I would highly recommend staying at the Westin.

We came to this Westin on a business trip and we brought the kids because we were told 1) family friendly and 2) kids club. Rooms: clean but sparse. Coffee is the old pot style and bland but does the trick. You can go down to the market store to get better of course. They have replenished the coffee, two bottle of water and lotion daily. No balconies Restaurants: we’ve had to eat at the sports bar three times now. No kids menu anywhere. The one nice restaurant needs reservations which is fine had we been informed. Plan on taking a taxi anywhere else. Kids club: really odd hours imo. $10 an hour per child. Two hours in the morning and three in the afternoon even though it states there’s more. No evening hours. Closed all day on Monday. The only reason this was important was bc of the business trip so I didn’t get to sit through any of the presentations. Pools: nice and staff is nice. Martin so far has been the most helpful. Very short staffed though. Fitness room: has the basics but not a lot to share if it’s busy. Does have water but you need to bring your own bottle to fill it. Overall I would not ever come back here again. Just enough to be an ok hotel but a “resort” is a stretch.

What a disappointing experience this has been! I am currently staying at this hotel from 3/20/25 through 3/24/25, and I’m left questioning whether this is truly part of the Westin brand. Having stayed at numerous Westin properties around the world, I am shocked by the low level of cleanliness and the unacceptable quality of the food here. Upon arriving, I immediately noticed dirt specs on the floor and stains on the pillows and sheets. I contacted the front desk, and the shift "manager," Roger, moved me to another room, which was slightly better but still not up to Westin’s usual standards. Roger later sent the Maintenance Manager, who was the only staff member who genuinely tried to address the issues. If more employees were as dedicated as he was, this situation could have been handled much better. When I thought things couldn’t get worse, I was let down again—this time by the food. The continental breakfast I ordered to my room was tasteless and, frankly, borderline inedible. To make matters worse, the spa is in poor condition. Half of the facilities, such as the jacuzzi and steam room, are out of order, and the space itself feels outdated, musty, and far from the Westin standard I’ve experienced in other locations, such as Lima and Cuzco, Peru. As a frequent traveler, I had many options, but I chose this hotel because of my past positive experiences with the Westin brand. Unfortunately, this has been a major mistake and has ruined my entire mood and vacation.

The bed was better than my bed at home, the corridors of the hotel smelt like a spa in a rainforest and did I mention Guillermo? Highlight of my whole trip. He plans such fun activities and always greeted me with a smile. The staff were also very helpful with my travel plans.