The Westin Resort & Spa, Cancun — Hotel in Cancún

Location to beach and room price is what will make me come back to this place. I booked this based on a promotion that Westin mailed to my home over six months ago… $369 for four nights with a choice of $75 resort credit or 15,000 Marriott points.

In hindsight, I’m not sure the $369 really was a deal because if you look on the website for booking, you can get my room for around $90USD per night.

Location to the beach is five stars. It literally is the best and one of the main reasons I would come back to this hotel in the future if I needed a cheap getaway. I work for the airlines so I can non-rev to Cancun at no cost.

Location to the hotel zone is four stars because it is at the far south end of the island where there aren’t really any restaurants or other shopping. You can take an Uber for about $10 USD up to the top of the island for more options or you can ride the bus for 21 pesos per person. You can get really good Carne Asada tacos for a three dollar Uber ride at Don’s tacos and tequila.

If you need to wash clothes, you also have to go to the top of the island for that.

We were surprised by the USA prices for food at this hotel. Not a complaint. But now I know for next time. Once we realize the prices were going to make a big dent in our budget I took the bus with my son up to Chedraui get some food. Traveling with boys that eat constantly, I needed in-between/backup food.

The lobby of the hotel is modern and very nice although the couches could use a steam cleaning.

I was assigned to concierge person for this trip which actually is just someone to pressure you to do the vacation club presentation for extra points or an additional resort credit. I opted not to do it since we only had a couple more days and Cancun and I do not want to spend a couple hours saying to someone despite the temptation of $300 resort credit or 45,000 points.

The strawberry Frozens are delicious and the kids enjoyed at least three of them on our trip. I grabbed a bottle of tequila at the store to enjoy poolside. Hotel drinks are about $12-$14 each.

Now the room is where I almost wanted to go home early. But since the nights were already paid for, and I still had not swam in the Caribbean, we decided to stay. Everything was relatively clean. It’s just that the room layout was odd. The AC was insanely loud. The bathroom was really beat up. Actually the whole hotel layout is really odd, but that’s probably because it’s so close to the beach on a narrow piece of property. We had a really nice patio with a partial view of the lagoon. The room is spacious, but the furniture could be more cohesive and less speed up looking. There was a mini fridge which came in handy for all the groceries that I bought. The coffee maker was it was one of those little cheap ones. You see any motel but my husband said the coffee was good. If you really are into your coffee, you can go down to the little store. They sell Starbucks coffee - I went twice and I enjoyed my coffee/espresso.

We really enjoyed all the food that we had as well. Ohers have commented that the food was terrible but maybe in the past month they have made upgrades because I don’t have any complaints and I’m pretty picky.

Finally for customer service, I would rate it about three out of five stars. It wasn’t that it was bad service, but the workers do seem like a cross between stressed and apathetic. It must be management because I made a request at the swim up bar and the bartender said “I can do it for you this one time but if the manager says anything you’re gonna have to talk to him.” Also you have to flag someone down if you want something.

Bonus: If you don’t wanna stand in line to take a picture in front of the CANCUN signs at the public beaches you can walk down to club med and there is a Cancun...

Welcome to Cancun, the rich man's playground where it is all about money, money, money in a sterile, characterless, gated community environment that welcomes American and other gringos by the plane load and divests them with all the money they can with overpriced hotels / resorts, restaurants, shopping and so called juvenile attractions. And this hotel is one of them. It starts well before you even arrive with the concierge (Hilario Santos) bombarding you with emails to book the airport transport through the Hotel at $45. When I keep refusing and informed him that I plan to take Uber, he scares me with all kinds of horror stories about Uber and other taxis at the airport. I am a regular Uber fan and had done my research to show that Uber is available from the airport and will cost approximately $10. But because of Hilario's relentless onslaught, I relented and booked the hotel shuttle. When I arrived at MEX airport, I checked the Uber app and sure enough it was available. So were many other taxis from various companies that were all very organized (unlike what Hilario had scared me) and quoted a ride to Westin for about $30. After reaching the Hotel, as I was checking in, my wife went to the concierge desk to pay for the shuttle, and she was charged $60! Welcome to Cancun! This was just the beginning.||||I am a Platinum Elite member and had made my reservation online for Westin Resort & Spa. When I checked in, I was informed that my reservation was for Westin Vacation Club and I would not be entitled to any of the benefits of Marriott Platinum status. The front desk staff could not have been more cold and uninviting including the manager on duty Hector Najera. The Hotel was not enough half occupied, and they could just have been a bit gracious to upgrade their most loyal guests to the ocean view room. But no, there is no graciousness here and instead they asked for $80 per night for the upgrade. ||||All of the above happened within one hour of arrival and it was all downhill from there. As you walk to your room, you pass an army of yellow shirted individuals who are ready to pounce on you and sell you overpriced "attractions". Attractions in Cancun, really??? Only for the juveniles and gringos and bimbos who flock here. The only attraction here is the sun and the sand and the water. The beach is a tiny, narrow strip full of weed and dense sticky sand unlike what they show on their website. Dining is pathetic. There is one restaurant that is only open for breakfast and the items in the buffet are not tagged to indicate what they are. There is a sports bar / cafe where the waiters could not be bothered with service. We saw our food plates sitting on the kitchen counter with no sign of our waiter, Ultimately, I picked it up myself with no apology from the waiter who showed up with the check with a line for TIP! I added 0.00. The only other restaurant has a strange name Sea and Stones, no doubt serving dead fish. There was hardly anyone eating there.||||The room is relatively spacious and clean with fast and reliable wifi. During our stay here over the Memorial Day weekend, the place was runover with kids and teenagers who were making a racket all day and night. There is no theme to the decor either in the room or in the public areas. It all looked very bland, mediocre and underwhelming. We took Uber everywhere, including back to the airport, very efficient, reliable and reasonable.||||Lastly, Social Media Coordinator or whoever you are that is responding to these reviews, please do not bother with your generic, patronizing, cut and paste response unless a responsible person from management can bother to do so. Also, you need to respond to negative reviews also, not just glowing ones which are all glossy and fake like the people...

My stay at the Westin Resort and Spa in Cancun was nothing short of a disaster from start to finish. Where do I even begin?||Upon returning to my room, I discovered that housekeeping had somehow managed to destroy my reading glasses, which were in a hard case. Rather than be honest and apologize, the staff tried to hide the fact that this happened by placing the broken pieces and lens back in the case, after clearly having dropped it on the floor, opening the case by accident and somehow stepping on or destroying the glasses- and despite my complaints, the management was dismissive and denied any responsibility.||||The resort's old (!) structural integrity left much to be desired. Despite being on the fourth floor, my room and the entire floor were flooded 6 inches of water during 24 hours of hurricane weather. The outdated infrastructure is misrepresented as a modern spa resort and clearly unable to handle basic weather conditions.||In addition to the flooding, the toilet in my room barely functioned. Even after multiple flushes, waste would resurface by the next morning. This is simply unacceptable for any accommodation, let alone a purported spa resort.||||The culinary experience was equally disappointing! The food was of poor quality, overpriced even by local standards, and absolutely repulsive. To make matters worse, the waitstaff were aggressively focused on soliciting tips, to the point where their intrusive behavior overshadowed any semblance of genuine service. During dinner with a friend who had already eaten elsewhere, we were harassed because she hadn't ordered anything and the waiter kept pressuring me awkwardly about whether or not she would dine as well.||||Adding insult to injury, the staff incessantly badgered me about attending a timeshare presentation throughout my stay. It's absurd that a supposedly relaxing spa resort would prioritize pushing timeshares onto its guests rather than providing a peaceful environment. They would stop me in the lobby and call me on my cell to offer me $150 + 2 free breakfasts to attend the sales presentation in the morning. When I declined, instead of leaving me alone, they came at me more aggressively and offered more money, lol!||||Lines of mini ants crawled along my window since the start, and despite reporting it, no assistance was offered. The thin walls provided zero privacy from neighboring rooms, which is inexcusable for a property claiming to be a spa resort. Lot of doors slamming incessantly.||||To cap off this disastrous experience, a waiter accidentally struck me in the face with a tray. While their on-site doctor recommended 2 prescription creams, the hotel refused to assist me in obtaining them, even though the nearest pharmacy was miles away and I had no means of transportation. The manager of the restaurant (Very unpleasant) alledged he could only get me what the hotel sold in their mini store, and handed me a diaper rash cream..||||In fairness, the views were nice (expected turquoise water).The location itself was remote and far from amenities. During checkout, they even attempted to charge me for a spa treatment I never received (20 min of time while I had a flight to catch).||If you choose to stay here, prepare to be treated like an ATM. The staff seem to view guests solely as targets for timeshare sales, tip extraction, and inflated billing for services you never requested or received. Save yourself the trouble and find a resort that values its guests' comfort...