Ratings based on 1,285 Verified Reviews
4.3 Room cleanliness
4.3 Service & staff
4.2 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 16 Jun 2024
Nice
Comment from Hotel Management
17 Jun 2024 by Social Media Coordinator, Hotel Management
Dear James,Thank you so much for staying with us at The Westin Resort and Spa Cancun and for sharing your feedback with us. It was a pleasure to host you and we hope to have the chance again very soon.Be well,
by A verified traveler
Posted 15 Jun 2024
Cuatomer service ok.
Comment from Hotel Management
17 Jun 2024 by Social Media Coordinador, Hotel Management
Dear Zoallet,Thank you so much for staying with us at The Westin Resort and Spa Cancun and for sharing your feedback with us.It was a pleasure to host you and we hope to have the chance again very soon.Be well,
by A verified traveler
Posted 14 Jun 2024
Resort was very nice and clean. Staff was very friendly and willing to assist with any questions. We had an amazing time at the Westin Resort and Spa. Only negative would be upon arriving there, we thought we were checking in, only to find out that there was a push for their Westin vacation package that included being in a 1.5 hour presentation. This is very deceiving to incoming visitors who have been on a long flight and haven't slept in a long time.
Comment from Hotel Management
14 Jun 2024 by Social Media Coordinador, Hotel Management
Dear Christopher,Thank you for sharing your experience with us. We're delighted to hear that you found our resort very nice and clean, and that our staff was friendly and helpful. It’s wonderful to know you had an amazing time at The Westin Resort & Spa Cancún.We sincerely apologize for the inconvenience you experienced upon arrival with the presentation offer. We understand how frustrating this can be, especially after a long flight. Your feedback is valuable, and we will work on making our check-in process more transparent and respectful of our guests' time.We hope to have the opportunity to welcome you back in the future for an even better experience.Be well.
by A verified traveler
Posted 14 Jun 2024
You can tell the hotel is kind of all but the rooms are very spacious and super clean. Staff was beyond nice!!! Excellent customer service. Food was ok.
The beach was beautiful. Overall I had a good experience and good time.
Comment from Hotel Management
14 Jun 2024 by Social Media Coordinator, Hotel Management
Dear Marelys,Thank you for sharing your feedback with us. We're pleased to hear that you enjoyed the spacious and super clean rooms, as well as the beautiful beach. It's great to know that our staff provided excellent customer service and made your stay enjoyable. We appreciate your comments about the age of the hotel and the food, as it helps us understand where we can improve. Overall, we're glad you had a good experience and a pleasant time with us. We hope to welcome you back for an even better stay in the future.Be well,
by A verified traveler
Posted 14 Jun 2024
I need to chase the maids in order to do the housekeeping. Clerks at front desk were pushing us to do a charge to my Amex for some credit for the restaurants. If you wanted to have dinner/breakfast at Hotel restaurants, you can not ask them to charge the bill to the room, the only option was paying separately. I had been at Westin Puerto Vallarta, and also un California, completely different stories.
Comment from Hotel Management
14 Jun 2024 by Social Media Coordinator, Hotel Management
Dear Noel,We are truly sorry to hear about your recent experience. It's disheartening to know that you had to chase the maids for housekeeping services and that our front desk clerks pressured you to charge your Amex for restaurant credits. Additionally, we apologize for the inconvenience caused by the billing policy at our hotel restaurants.Your feedback is important to us, and we will address these issues with our team to ensure they do not happen again. We strive to provide the best service possible, and it’s clear we fell short during your stay. We hope you will give us another opportunity to provide you with the high standard of service you experienced at our other Westin locations.Thank you for bringing these matters to our attention.Be well
by A verified traveler
Posted 13 Jun 2024
I reserved two rooms, checked in and walked back to my 3 kids who were waiting in the entrance sofas. Adriana a worker noticed that my kids were not ok, two of them had fever and the other one had a major nose bleed that wouldn’t stop. Adriana suggested that I went right back to the front desk and asked if they could please give priority to just one of the two rooms. She pointed to a man and said “go with him since he is not busy with a guest”. I approached the man, said hello and got as far as to tell him that I had reserved two rooms before he began to lean back and gave me the most disgusted face I’ve ever seen in my life. I asked him if he was ok because he threw me off. He paused for a moment, looked away and proceeded to call the next person in line, then told them to wait a minuted and he walked away. I was just left there standing ignored….I felt horrible and helpless! It had been a long day traveling, and my kids were not physically doing well at that time. I went back to my kids and Andriana asked what happened. I told her and she looked somewhat upset but like she couldn’t do anything. It turns out he is the RECEPTION SUPERVISOR ROGER GAMBOA. The whole day I felt horrible by the rudeness of this man but I had to keep it together because I had my hands full with my 3 sick kids.How can someone like that be a supervisor? Who trains or chooses these people?or should I say some one needs to instruct them how to NOT be nasty with guest! I didn’t deserved to not be heard!
Comment from Hotel Management
17 Jun 2024 by Social Media Coordinador, Hotel Management
Dear Ellen,Thank you for taking the time to share your experience with us. We sincerely apologize for the distressing situation you encountered during your check-in. Your feedback is extremely important to us, and we are deeply sorry for the way you and your children were treated.We understand how challenging it must have been to travel with your three children, especially when they were not feeling well. The behavior you described is not reflective of our standards of service and hospitality. We are truly sorry for the rudeness and lack of empathy shown by our staff member. Please know that this incident will be addressed with the utmost seriousness, and we will take the necessary steps to ensure that such behavior is not repeated.Your comfort and well-being are our top priorities, and we regret that we fell short of your expectations. We appreciate your patience and understanding during what must have been a very stressful time for you. Our team genuinely cares about our guests, and it is unfortunate that your experience did not reflect this.We hope you will give us another opportunity to provide you with the excellent service and care you deserve. Please feel free to reach out to us directly if you have any further concerns or if there is anything we can do to make amends for your experience.Sincerely,
by A verified traveler
Posted 11 Jun 2024
Overall great experience
Comment from Hotel Management
12 Jun 2024 by Social Media Coordinador, Hotel Management
Dear Mona,Thank you so much for staying with us at The Westin Resort and Spa Cancun and for sharing your feedback with us. It was a pleasure to host you and we hope to have the chance again very soon.Be well,
by A verified traveler
Posted 11 Jun 2024
Barely stayed for an hour. Checked out immediately. Will be contacting my financial institution. Major upgrades and renovations need to be done. Staff also would benefit from a few customer service courses
Comment from Hotel Management
11 Jun 2024 by Social Media Coordinator, Hotel Management
Dear Schaina,We're sorry to hear about your brief and disappointing experience at our hotel. Your feedback is valuable to us, and we apologize for any inconvenience you may have encountered during your short stay. Rest assured, we take your comments seriously and will use them to improve our services and facilities.We understand the importance of guest satisfaction and strive to provide exceptional customer service. We will address your concerns with our staff and explore opportunities for further training.If you have any further feedback or would like to discuss your experience in more detail, please don't hesitate to reach out to us directly. We hope to have the chance to welcome you back in the future and provide you with a more positive experience.Sincerely,
by A verified traveler
Posted 11 Jun 2024
Only stayed for 1 night. Rooms are a little outdated and run down. Not bad but needs an update.
Comment from Hotel Management
11 Jun 2024 by Social Media Coordinator, Hotel Management
Dear Christopher,Thank you for taking the time to share your feedback. We appreciate your honesty and will certainly take your comments into consideration as we strive to improve our accommodations. Please know that guest comfort and satisfaction are our top priorities, and we will work diligently to address any areas in need of improvement.We hope to have the opportunity to welcome you back in the future and provide you with an updated and refreshed experience.Be Well,
by A verified traveler
Posted 10 Jun 2024
Great service
Comment from Hotel Management
11 Jun 2024 by Social Media Coordinator, Hotel Management
Dear Alfredo,Thank you so much for staying with us at The Westin Resort and Spa Cancun and for sharing your feedback with us.It was a pleasure to host you and we hope to have the chance again very soon.Be well,
