Great hotel, great beach, great food & bar (although very pricy.) Martha at reception is lovely &…read moreso helpful. All the pool & beach staff are wonderful & make sure you have everything you need. Close access to town so you can walk around & choose from many wonderful restaurants. We've been going for 13 years & just love the Island.

I almost don't want to post this review because I don't want people knowing about it! This was our…read moresecond trip. They are very strict on their rules and ways they do things but other than that I love everything about this hotel. Housekeeping accidentally threw out our toothpaste and the GM went to get some and deliver it to us personally. That meant a lot to us. I like the servers and the restaurant. The food is ok- some things better than others. The location is absolutely unbeatable. Our kids adored the pool and I loved that it's shaded.

We book this hotel because of our timeshare. The staff are all very friendly and very willing to…read morehelp. Although the hotel is little old and not as much activities like the other hotel offers we definitely have a wonderful experience and we love that our room is located just outside of the pool and beach area . They also have a convenience store which was nice and we can buy eggs, bacon, bread etc for our breakfast. The room has a good size kitchen, stove top, microwave , toaster and kitchen utensil which was very good for us since my son likes simple things and we can easily make it and less expensive ad well:) One thing I like most also is because of our room location we can just have breakfast in our balcony and see the pool and the ocean and walk while see my son in the balcony which is amazing! Today is our last day but we are definitely coming back to Cancun. The one thing we don't like so much is the pillows and the bed little hard it hurts our neck. Other than that we had a great vacation :)

They upgraded us to a suite when we went before the holidays. It was incredibly well designed. I…read morejoked with my boyfriend that I would design my future apartment this way. Breakfast buffet was included which was amazing. The down side is that the hotel faces north. It blocks its own sunshine. So the pool doesn't get any sunshine until about 11am and then it's in the shadow from 4:30pm onwards. The beach outside the hotel is very shallow. The water will reach your knees for quite some distance until there's a drop. I'm not sure if this is naturally occurring or man made. It is also far from the other hotels where they typically provide water sports (jet skis, parasailing etc). They provide airport transportation at 350 pesos per trip. This is much cheaper than hiring a private car.

Visited on a day pass, so only used he facilities. Grounds are well maintained and the main pool is…read morejust stunning. The view of from the infinity edge looking out to the ocean can't be beat. I did have lunch at their pool side restaurant which the special of the day was poke and it was delicious. Service was also friendly and prompt. As I was there on a day pass they held my passport u til I returned the key card to access the gym/locker room and the two towel cards. I really enjoyed they have a lending library and I got to pickup a book while there. In usual fashion, pool chairs were reserved as soon as the day starts which made it harder to find a prime seat. They also had a competition at the pool area that was entertaining to watch. Restrooms could have been better marked for directions as I wondered we around for a hot minute to find the ones labeled on the maps. Maybe it was just me? Overall great day at the property and I'll stay here next time to get the full experience.

DO NOT STAY HERE! We stayed at The Westin Lagunamar Ocean…read moreResort Villas & Spa expecting a high-end experience and got the exact opposite. We arrived late and asked for bottled water, and were told to just drink the sink water... in Mexico. That alone set the tone. I also repeatedly emailed our concierge for assistance and received no response whatsoever. Our room smelled like mold, and the sheets were damp. Housekeeping replaced them, but the odor and overall condition never improved. Not what you expect at this level. Then it got worse. We had two rooms, one at this hotel and one at a neighboring hotel where a large group of our family was staying. That other hotel requires wristbands, which we had, so security here assumed we didn't belong, even though we had rooms at this property. At the pool, they approached us publicly and repeatedly questioned us, over and over, in front of everyone. No attempt to verify privately, no discretion, just standing over us and making a scene. It was humiliating. Then it happened again. While checking out, we crossed back onto this property to retrieve our luggage that they were holding. Security stopped us again and treated us like we were doing something wrong, only to confirm, once again, that we were legitimate guests. Two separate incidents. Same behavior. The level of aggression and lack of professionalism from security is completely out of control. This is not how paying guests should ever be treated. This wasn't just a misunderstanding, it was a failure in how guests are handled, and it happened more than once. We will never stay here again.

Casa de los Sueños (House of Dreams): Must book if you are looking for a reasonable boutique hotel!…read moreIt is located next to a private residence and also the 5-star Impressions Hotel (Hyatt). Once you stay here, you have options to rent bicycles (complimentary) and golf carts from here. I highly recommend getting one of the golf carts from here, as they book out fast. Otherwise, you will have to go downtown to rent them for an hourly rate or daily fee. The hotel has a relationship with Kin Ha beachfront restaurant, which is below the hotel. It is not connected, so you must travel down the stairs and cross the side road to enter the Kin Ha beachfront restaurant for complimentary breakfast (any entree with one simple coffee or juice). You can also lay out at their beach club, which has complimentary kayaking, snorkeling, and paddleboarding (tipping recommended). The rooms are grand and colorful. The pool and ocean views are amazing. There are 13 rooms in this boutique hotel. I was advised that the best rooms here are Grace, Love, and Serenity. You must notify the front desk if you want your room cleaned. Otherwise, you can request items/amenities (even a beach towel) from the front desk. Some other things to note here are the laundry room and jewelry/hat store. The options are a bit limited compared to downtown. Why Casa de los Sueños? This isn't just a place to sleep--it's an integral part of the island (Isla Mujeres) experience. There is someone always to greet you in the lobby. I felt safe throughout my stay here.

I came here during covid just to get away and I enjoyed every second of my stay!!! I loved the…read moreviews, my room, the food was very delicious and the location was excellent! I'm actually thinking about going again.

We love the location and patrons of this hotel. We have been coming for five years and will…read moreprobably be back. We always leave between 530 and 630 am. We ask the person the night before to contact a taxi for us. I always tip that person. Today the front desk person said it would cost us 150 pesos that she would pay to the taxi. We have never had to do that before. Nobody i spoke with at the sister hotel had ever heard of that. I don't mind generously tipping but I won't be ripped off.

I'd give this hotel a solid 3.5 star rating. It is nothing fancy but perfect and well priced for a…read morestay in beautiful Isla. I have stayed in many different rooms including garden, partial ocean view and on my latest stay a King Ocean Front Room. I have been staying here for 3 years. During my current stay, as you can see from the photos, my view was partially obstructed. There was a lounger out front of my room however I never got to use it due to it being taken by other guests the entire stay, not a huge issue. My room was never cleaned during my stay and I was there for 5 days. One day, a maid came by and gave me clean towels and took my trash. That is unacceptable and disappointing. Also, some sort of construction was going on and I was awoken to it or other loud staff every morning. Again, unacceptable. The staff also seemed to take a keen interest in what was going on in my room, to the point I could hear them outside my room snooping. The owners are lovely people and we come here to go fishing with Keen M, highly recommended. I hope they see this review and implement some much needed changes. If so, I'd happily update my review to 4.5 stars next trip.

Where do I even start?! We had the BEST time at The Westin Cancún! This was one of those vacations…read morewhere you leave already talking about when you can come back -- and luckily for us, we're already planning to return at the end of September! What made this trip so special wasn't just the beautiful resort, the food, the drinks, or the activities -- it was the PEOPLE. The staff went above and beyond to make our stay fun, welcoming, and memorable. We participated in SO many activities during our stay. We rode the FlowRider several times, played water games, did pool workouts, made brackets, enjoyed the themed dinners, spent time at the sports bar, ate A LOT of food, had plenty of drinks, and basically said YES to everything fun happening around the resort. The Fun Team was absolutely AMAZING! Oscar was our FlowRider instructor and was fantastic! We had so much fun that we went back multiple times. He was encouraging, patient, and made the experience so much fun. Guillermo was awesome with the pool exercises and brought such great energy to the activities. Claudia and Anna Banana were also incredible and helped make the activities so much fun. They brought personality, energy, and so many laughs to our days. And then there were all of the people who took care of us throughout the resort: Fernando -- Bartender Manuel -- Bartender -- seriously, an AMAZING bartender! Fernando -- Bartender Vicente -- Bartender Louis -- Food Operations Raphael -- Front of House Staff Wilbert "Willy" -- Sports Bar Waiter Selso "Seltzer" -- Steak & Win Server Jesus -- Sports Bar Chef Felipe -- Sports Bar Manager Maria -- Massage Therapist & Spa Staff Every one of them deserves a shoutout because they each added something special to our vacation. And I have to mention housekeeping, because our room was absolutely spotless and clean! Anytime we needed our room cleaned, the staff was on it. We never had to worry about coming back to a messy room, and that made such a difference during our stay. It was clear that the entire resort takes cleanliness seriously. The themed dinners were one of our favorite things, and we loved having so many different activities available. We never felt bored because there was always something going on -- but if we wanted to just relax by the pool, we could do that too. The sports bar was another favorite, and Willy, Jesus, and Felipe made our time there even better. The food and drinks were great, and the service was wonderful. And the spa! Maria was amazing, and the entire spa staff made the experience relaxing and enjoyable. Honestly, what impressed us most was how many employees remembered us, interacted with us, and made us feel like more than just another guest. Those little interactions are what you remember when you get home. The Westin Cancún has an INCREDIBLE team. Please recognize these employees because they truly made our vacation what it was. We came to Cancún to relax, have fun, eat good food, drink good drinks, and make memories -- and we did ALL of that. Now we're already counting down to the end of September! Thank you, Westin Cancún, for such an amazing stay. We can't wait to come back and hopefully see all of these wonderful people again! 10/10 vacation. 10/10 staff. Spotless rooms. Amazing activities. Great food. And 100% coming back!

First time at this property and I enjoyed my stay, although a few things could have been better…read more The location is at the start of the hotel zone and always from the hussle and bustle of the main area. Pros and cons to this. Pros - not as busy, plenty of seating/beach chairs, quiet resort, easy access to airport and if going out of the hotel zone, large spacious rooms (I had two queens beds with ample space), in room fridge, friendly staff Cons - limited walkable activities (shopping, food, entertainment), older property, only 2 on property restaurants open in the evening limiting dimmed options, communication with guest services is via phone, had to checkout at the front desk no folio delivery to room or app checkout, more seaweed on beach than others (property didn't address until my departure date), pools were super warm like bath water so not refreshing, not enough toiletries in room Check-in process was quick as I arrived early around 11am and was shocked I got access to the room. This definitely was unexpected. Room was huge and had a beautiful ocean view. The window was a bit janky however I was able to get it opened to feel and smell the ocean air. You could tell the property was dated just in the finished and wear on the room. Lighting also was challenging due to the size at night. While on property felt safe and relaxing as there were other guests but no one was on top of one another. Got to try out breakfast (decent, the made to order omelette and eggs were great) there were some rotating items as well. Oatmeal was a different consistency each day soooo not sure whose doing that. Service was hit and miss. First day seat on own and took about 10 before someone asked about coffee. Second day got sat and service right away. Third day sat self and service right away. Their market -Palmer did not have sandwiches nor real food sooo that was a bit disappointing. Snacks, beverages and a few swim essentials were available. I did not have housekeeping service so I can't speak on that. The room was clean however and ample towels. The shower shampoo/conditioner/body wash were the big bottles and smells amazing. The shower was pretty small and turning around hitting the cold was would def wake you up. Shower pressure was amazing and controlling the temps tire once you got the mix right was good. The hot handle got super hot, had to use a wet washcloth to turn off. Not sure how that's not a safety hazard I really enjoyed the 'fake' sky lights in the bathroom gave a nice touch so it wasn't too dark. Property overall was in good condition and you could see the wear on the outside due to the climate. Overall nothing bad at the property but def needs some investment to improve the condition.

We recently stayed at this hotel for a week. Like most properties in Cancun, it is modern and…read morepacked with great amenities. However, what truly struck us both this time was the incredibly warm treatment we received. A hotel is only as great as its staff, and the team here is what makes it special. We booked a club-level oceanfront room, which included butler service. Our butler, Arturo, absolutely came through for us. He handled our restaurant and cabana reservations ahead of time and was instrumental in securing a late check-out on our final day. The dining at this all-inclusive is superb. For breakfast, Siete offers a decent buffet, and our waiter, Helvert, was incredibly kind and always took the time to chat with us. For dinner, DB was our top choice for elegant continental dining, complete with a live pianist. The manager, Susana, provided excellent service, the food was delicious, and the chef even came out to greet us. We also loved Hidden Gardens, a relaxed Asian-fusion spot with tasty food, impeccable service, and another welcome visit from the chef. During the sweltering day, the pool is the main draw. Lalo was always helpful in securing our requested cabana. They cost an extra $115 each time, but they are completely worth it to escape the intense sun. Our pool waitress, Marysol, befriended us and knew exactly what non-alcoholic drinks to bring us. My wife is a big coffee drinker, so we frequently stopped by the included Starbucks, where David the barista gave excellent service and loved chatting with me about World Cup soccer. Also, a big shoutout goes out to Lady and Daisy at the spa. They gave my wife and I heavenly massages. However, the absolute heart of the entire hotel is Marco, the extraordinary juicer at Siete! His positivity, jokes, and contagious smile drew a long line of people waiting for his blended drinks every morning. Thank you to everyone for making our trip so memorable!

3 stars for overall experience. 5 stars for the staff. 1 star for the spa…read moreThis is a small, all inclusive resort in the hotel zone. It's across the street from a shopping mall. This is not a party resort. When we were there, there was a karaoke night and a DJ in one of their lounges, but it was never crowded and the events ended early or people just left early. The 1st room we stayed in was HORRIBLE! We couldn't sleep. There was a loud rumbling sound coming from the huge air conditioning units right outside balcony. Ear plugs did not help. We talked to 3 other people also complaining about the noise from their rooms also. We were so thankful to Eileen/Aileen at the front desk for moving us. She let us view 3 rooms that were available. We went from a partial ocean view room with a king bed on the 2nd floor to a garden view (actually just the alley with trees) with 2 queen beds on the 1st floor. There was no noise whatsoever! Yaaaay! The person booking excursions could be more friendly. He seemed uninterested and looked bored. Whenever we saw him speaking to other guests, he really looked bored or tired. ONE STAR for the spa. We arrived 15 minutes early for a couples massage. My husband was led to the men's side and I was taken to the women's side. The young lady leading the way, paused at the locker room but led me directly to the quiet room. I was fully dressed and had all my belongings with me. Everyone else was in robes. Why wasn't I given a locker to store my things and a robe to change into??? I was so upset and felt so out of place. When my husband met me in the quiet room he was as confused as I was as to why I was still fully dressed. We were led to the massage room and I asked AGAIN about changing into a robe and storing my things. One of the masseuses said I didn't need to. WTF? So I undressed and piled my clothes onto an ottoman. I could not relax. The music was too loud and inappropriate. Why are you playing music with someone singing loudly? When it was over, it took me a while to calm down. We paid for shit service?! We came back and spoke to Jessica at the desk. She was also confused and concerned about the whole lock and robe ordeal. She offered a discounted spa treatment the next day but we were leaving. I wouldn't have taken it anyway. Overall, the staff was AMAZING! Please recognize them! They worked really hard to make our stay enjoyable. Get to know the staff and tip them well. Thank you to Jose at Egos who made sure our hands always had a drink in them; Carlos at Varenna for the house special cocktails; Miguel who took care of us while we relaxed on the beachside cabana. He was so attentive, personable and funny. Alejandro at the poolside bar made us laugh, Israel at Azur for the honest feedback when we had questions about the dinner menu, and Cesar at Hidden Garden who helped us figure out what was what in the darkness of the dining area. One that note, why is it so dark at Hidden Garden during the dinner service? We had to use the flashlights on our phones to read the menu and see our food. Fernando at the Siete breakfast buffet was awesome! We watched him smoothly take care of so many tables. We never felt neglected despite all the tables and people he was tending to. Lulu (Lou Lou?) is AMAZING, FUNNY and ENTERTAINING! We were lost the 1st night we arrived. He stopped what he was doing to personally escorted us to Azur in the darkness, around all the pools. We ran into him several times during our stay. He always made sure we were ok and having a good time. His energy is unmatched! Thank you to Omar, from the Concierge desk. He welcomed us when we arrived and gave us so much information about the resort. It seemed like he works everywhere. We saw him at different places in the resort. Maryam from the Concierge Desk! She was an angel. She really listened to all of our concerns. She was so friendly and funny. Even when our stay was over and we were waiting for our ride, she offered drinks and food to take with us to the airport. She definitely put a smile back on my face.

I wish either I stayed here longer or that I come back bc its worth it. The food is actually really…read moregood here, EXCEPT for Satay. Don't waste your time there. The sushi rice was mushy, sweet, and vinegary. The fire dessert tasted bad. The coconut ice cream was actually okay. So was the cracker thing they brought first. The fish from the fish and chips at the beach club was the juciest fish I ever had. The ceviche from the beach club was almost perfect. I drank the juice at the end. The drinks to get are the Pina Colada and the Miami Vice. The breakfast food from Sabor is pretty good. They don't have good gluten free substitutions. The bread that I got when I asked for it tasted weird and was hard. The yogurt toppings they have in the jars next to the cereal are stale. The parfait cups are good. They had beef fajita one day and it was amazing. The orange juice is good and fresh. Their poached eggs are acceptable. And I always got a hash brown. At the pool bar/restaurant, the nachos were perfect. We got to do the Mexican dinner at the beach club. It was not good. It was just bland and boring. I do think the all-inclusive is worth it. I jumped to food so let me go back to check-in and rooms. Check-in was kind of annoying bc we waited 30 minutes to get helped. They have 3 computers and some of the other guests can be pretty entitled, asking for a lot of different things and what not. They also didn't offer anything to make up for that even though we commented on it. There was a bellboy handing out champagne and wet towels. The room was pretty nice. It could use some rugs but otherwise pretty modern. We got an ocean view and there is a huge living room area that we didn't need. I would have liked to try room service but didn't get the chance. I don't know if anyone else mentioned this in their reviews but the hotel's beach club is on Playa Centro even though the name has Norte in it. That seems like a lawsuit (Mexico?) waiting to happen. So if you want to see the nice Norte beach, you need walk through a few other places on the beach. It can get tricky bc the beach cuts off at the corner. But a lot of people were doing it. There was a very rude gringo at the pool one time who was yelling at a staff worker. Nobody stepped in which pissed me off. I walked over to the staff worker to offer my complaint and support. I saw the gringo around in the days after but he didn't act that way again. But I sure was mean mugging him.

We stayed here for 5 nights and on night 1, we had a terrible and unsafe encounter with the hotel's…read moresecurity. The security was rude, disrespectful, and unprofessional towards me and my daughters. We went to the lobby immediately and were told no one in charge was there and we needed to wait till the next day to speak to someone. They did not care to even ask about our issue. After speaking to two different managers over the course of two days, we learned that they are dismissive and do not care to make the guests feel safe and happy at their hotel. The food was below standard. The service at the beach and pool is poor. We had to actively look and call for service. Such a shame that the guest experience is not a top priority for this place since the location/hotel is beautiful.