The Westin Resort & Spa, Cancun

I stayed at their affiliated timeshare, not the main property, but want to warn others about the unprofessional behavior of their concierge staff. When I tried to take my parents to dinner at their restaurant, we were immediately told that only hotel guests were allowed, even though the restaurant is listed on OpenTable. In my experience, their actions felt discriminatory and unwelcoming. I’m a Marriott Bonvoy member, do not spend your money in this property

Our stay at the Westin Resort & Spa Cancún was amazing! My wife and I felt truly welcomed. We especially enjoyed the cocktail-making and stretching classes—Guillermo and Ana were fantastic instructors. The staff made everything memorable. We can’t wait to come back!

Had this reservation scheduled for months . Was in the hospital for surgery and managed to get Covid , contacted property and they cancelled the reservation because they didn’t want me there sick but they refuse to refund my money . Have contacted the better business bureau and filed a complain am also disputing with my credit card provider but i would be careful booking anything with this hotel . The correspondence i have from them during this time has been horrid and they are a marriot hotel . I would expect better

This is my 5th time to Cancun, first time at the Westin and our stay at the has been great! Rooms are spacious, clean, and comfortable. Awesome location at the quiet end of the peninsula, pools and beaches are perfect! The drink making classes and water aerobics are so entertaining! Ana from Veracruz is awesome at her job! The pool side service staff exemplify the gracious Mexican service! Gracias Vicente! After living in Mexico and visiting numerous other places here, I would definitely return to the Westin!

When we first entered the reception, the check-in process took more than 20 minutes. When we entered our room numbered 1251, there was a renovation in the room and a notice at the entrance stated that the room was out of use. The renovations were incomplete but the corridor had not been cleaned. The sound insulation of the connecting door from our room to the next room is very bad, you can hear everyone talking from the next room from inside our room. The hotel is old and worn out. The air conditioners in the corridor drip water heavily onto the carpets and there is no one to help. Up to this point, these are the elements that can be improved. However, while we were having breakfast, a staff stated that the breakfast was for two people. I stated in my reservation that we made it for 4 people and showed it, but they told us to go to the reception with our passports and talk to the reception team. When I went to the reception, I explained the situation to a young woman and stated that we had already waited too long during check-in and that our passports were being processed in the system. While talking to this woman, there is no one else at the reception except me, and the camera footage shows that there was no one else. This woman stated that there were other customers in line and she could not help me. First of all, what is the point of blaming us and ruining our holiday without knowing what is included in our stay and how old our children are? I think the other teams, except the concierge team, need to be updated. I believe that especially the reception staff should receive special training on politeness.