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at the The Westin Resort & Spa, Cancun
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Disappointed, the staff is the best asset this hotel has.
Feb 19th, 2020
I rarely write less than raving reviews. But I have to say as a Titanium Elite member who will ride or die with my Marriott brand.... this stay was FAR from what i expected over my 5 day stay. I give this resort 3 stars...1 star for the staff, 1 star for the beach view and 1 star for room size.... that's it. Room Positive: I was upgraded due to my status to the Westin Club building, room 2510. Room was large and spacious. Bed comfortable, and I loved the weighted blanket. The balcony was large and over looked the lagoon. Room Negative: Hollow, you can hear everything. No art just plain and basic. Poor lighting, especially the bathroom (2 small dim lights over the sinks, one dim light over the tub and one dim light in the shower). masonary work really needs touch ups to elevate the rooms. Food: Breakfast buffet (was included in my status)... i ate day one, wasn't worth going back. I'm in Mexico, I want MEXICAN FOOD... somewhat authentic for a resort. This tasteless American food was sad. Lunch all you get is the sports bar (burgers, salads, guac and chips, pasta), basically bar food. And it was the blandest, tasteless most basic American food I have ever had. Im from Texas, and our Tex-Mex is better than the food here. As an advid food lover, this crap was beyond disappointing. Also... the staff at the sports bar are super nice, when you can get them to acknoweldge you. You can sit there for 20 minutes while they pass by you, like you dont exsist. Dinner is bar food again or their "fine dining" Sand and Stone. I had dinner there, waited for over an hour before my food came. Lobster was dry and over cooked, the NY strip was basic. The waiter Pedro was amazing, he really tried to make it up to me with free dessert and he was so friendly. But the food was not worth the wait, again bland. The hotel staff is the best asset the hotel has. From check in, to the random staff passing you in the hallways, to the managers.... the staff are friendly, approachable and always helpful. TRIPADVISOR.COM USER
Feb 18th, 2020
We stayed at the Westin for two nights: once when we arrived in Cancun on our way to another destination, and again on our way out of Cancun on the return home. We had very different rooms and two totally difference experiences. The hotel lobby is very pleasant and the staff extremely attentive. Although it's an older hotel, it has its charms. The breakfast is good, but the buffet is expensive: I mean, you'd have to be a total glutton to eat enough to make it worth the money. The first night, we were assigned a lovely room overlooking the pool on the second floor. The view from the balcony was fantastic. The room was very modern and comfortable. I was impressed. The second night was in what must have been a former cabana from the hotel's early days. It was huge but had an echo, was cold, and very damp. So damp, in fact, that paper became moist and so did our clothes. The hallway was also extremely noisy. Since it was on the ground level by the pool, there was little privacy. These rooms should be renovated to be serviceable as accommodations rather than party rooms. TRIPADVISOR.COM USER
Not the greatest experience
Feb 18th, 2020
From check in to dining, service is horrible. Check in staff need to be more friendly and helpful. The one we had was a younger looking girl, who was the least bit enthusiastic, didn’t offer to upgrade room or let us know our options as we arrive before room was ready. The restaurant over looking the pool had horrible service. Waiters didn’t check in with us, nor provide cutlery. The food is overpriced and underwhelming. What kind of Westin is this? The gift shop staff treated us like thieves. Sorry to say this but if you are going to act pretentious, you will keep losing clients. They need to fully train all staff to match the quality of Westin around the world. The hotel itself is ok, details need to be polished. Pillows smelled like wet laundry. Water was yellow when we had a bath. The only nice staff we encountered was our housekeeping who went the mile when we told her our coffee maker wasn’t working. She found us a new one and offered us lots of bottled water. Another staff member who is super nice is Aldo, who works as a bellboy. I won’t be returning to this hotel and I will definitely let all my family and friends know. Our first trip to cancun was overshadowed by horrible customer service. TRIPADVISOR.COM USER
Heavenly Spa included hell
Feb 17th, 2020
Heavenly Spa experience included "the good, the bad & the ugly" Had a great pedicure one day (the good) and the next day went in for a WAXING (french brazillian) and instead of wax, had mostly NAIR applied and removed with a disposable razor!!! followed by tweezer plucking(The Bad) and left feeling UGLY. Now healing my cuts and skin rash. TRIPADVISOR.COM USER
What A Great Resort!
Feb 17th, 2020
For 25 years I've been going to Cancun and staying at the Cancun Marriott aka Casa Magna. I checked into the Marriott on Feb 1 to stay for 3 nights. A plethora of people come around that time for a tech convention and everyone must leave in lieu of this convention. I was staying in Cancun 2 more days so elected to got to the Westin. I knew it was at the end of the hotel zone and not in the middle where I like to stay. So I was reluctant making the reservation there. I was greeted by Brenda who told me my room was ready at 11:30am (so very early check in) and was upgraded to a Master Suite due to my status with Marriott. My fiance and I were celebrating our engagement and we were swept off our feet by the generous welcome and massive room with huge balcony! I was treated much better at this hotel than the one I've been going to for 25 years! The staff at the Marriott Cancun is great but many changes have gone on to that property over the years. We simply LOVED the Westin and are going back this week! Thanks to everyone who made our 2 night stay so special and I can't wait to see you all tomorrow early afternoon. I think I've found a new happy place in Cancun! TRIPADVISOR.COM USER
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