The Westin Resort & Spa, Cancun

Beautiful, massive resort on the beach in Cancun. The room was clean and in great condition. The resort seemed well cared for overall. The food at Arena sports bar was good, but more tex-mex than authentic Mexican cuisine. The prices for food seemed high, but beat having to go back into town. The pool was noisy in the afternoon, but quieted down as the sun set - we were the only ones in the pool at one point. We brought a rental car and were happy that they had free parking. We were told where to park, but couldn't figure out any easy way to get in and out of the hotel from the parking lot. A couple helpful employees saw us wandering lost and loaded our suitcases onto a golf cart to drive us to a door to get into the building.

We had to have a one night layover before we could check into our resort. Being a long time Marriott member we chose this resort. Never stayed there before. Very unclean. The pool was filthy. The hallways carpets were very dirty and all day and the next day had still not been been cleaned. Room on check-in was not clean. The bathroom was not clean. Overall a very disappointing stay. Restaurant sea, and stones mediocre.

This is not a Westin Experience. The hotel under remodel and smells of paint thinner in the rooms. I called to complain and they gave me a $50 credit. My wife slips, hits her head and bust her elbow open. Security showed up and almost slipped due the same reason. They tried to ask what shoes my wife had on and if she had been drinking, which the worker almost fell. I insisted to see a doctor as it was a head injury. The doc said we need to go to a hospital. The hotel made me pay my own transportation at 4 am and then charged me the night. They said they couldn’t wave the room charge due to policy. I was furious as a titanium elite member. Never have I felt so disappointed and disrespected. My wife was bleeding, had a head injury, things her arm is broken and I have to pay. I was also stiffed with a 2k USD hotel bill. I asked for insurance info or the General Manager info. The refused and said Monday we will review. It’s been over 48 hours and have yet to hear from the hotel. Not safe and not recommended.

Had a fantastic week away with my sister in February. Chose to order from the breakfast menu each morning and share food, which was fine because we both don’t need a lot and eat wheat, so the buffet would have been a waste for us. Humberto, Hermanino thanks for being so lovely. The coffee was always strong and delicious. The staff are accommodating, efficient, friendly, welcoming. Gluten free small ciabatta comparable warm buns were the only alternative to baked goods which suited us just fine. The fun team (we met the charming one-of -a-kind Guillermo and Claudia) did a great job. The room we had- ocean view balcony on the 4th floor, (building d) was just right for us. THE VIEW!! Overlooking the pool and sunrise over the ocean… bliss. We were there to relax, reconnect, enjoy our surroundings in Mexico: and we certainly did. Being on the quieter south end of the hotel zone was perfect for us. Bus stop was close by, and we took a bus everyday to find adventures. The best dinner was at X-katik, across from Museo de Maya. You’d never see it without a recommendation- it’s small but the food is real, cooked to order, Mayan inspired. Lots of choices, great cocktails. Friendly staff. Affordable too. Navios Seafood and Grill also nearby was a huge outdoor place- gorgeous but honestly just “meh” food wise, for at least twice the price. We made a day trip out of heading to Isla Muheres, which was fun. Didn’t pay for excursions - just created our own little adventures. I would come back to the Westin again, for the location, the view, the lovely helpful staff, and the relaxed vibe here. Found a good deal through Marriot-Bonvoy app as a member (membership free).

My husband and I decided to do something different for Valentine’s Day this year and traveled to Cancún. While the property itself is beautiful and our intention was to enjoy a relaxing and memorable stay, we unfortunately experienced several concerning issues that significantly impacted our overall experience. The first incident involved the room we were assigned. We were told that the ground-level room was an upgrade; however, upon entering, we discovered water on the floor from an unknown source. As someone with mobility challenges, this presented a serious safety hazard and increased risk of a fall. This situation was both concerning and disappointing, particularly since an upgrade should enhance comfort and safety—not compromise it. The second incident occurred at the Sports Bar. When I presented our Century Card to receive the applicable discount, the waitress initially dismissed it and did not apply the discount. I informed her that I had both forms of verification, yet the discount was still not honored until I escalated the matter to a manager. Although the charges were eventually canceled and reprocessed, I was still charged $0.15 as a result of this correction. This charge resulted from staff error, not customer oversight, and should have been absorbed by the property. The most serious issue occurred during dinner at Sea and Stones restaurant on Sunday, February 15, 2026. Our bill should have been $104.44; however, we were mistakenly charged $1,044.39. It appears a decimal was misplaced during processing. After bringing this significant error to management’s attention, the correction was made, but I was still charged $1.04 related to their error. While $1.19 total in fees may seem minimal, it is the principle that matters. Guests should not be financially responsible for correcting staff mistakes. Equally concerning was the resolution process. None of these matters were resolved in a single visit to the front desk. Each issue required multiple visits (at least two), often lasting 30 minutes or more. I also felt that the initial response from staff was to deny the issues rather than seek to understand and resolve them. At times, I felt as though I was being blamed or accused of attempting to manipulate the system, when in reality I was simply requesting correction of clear errors. While language barriers may have contributed to communication challenges, staff were unable to clearly explain or justify the discrepancies. Despite these experiences, we did show appreciation to staff by providing gratuities in cash following our initial service experience, as we believe in recognizing good service when it is provided. I respectfully recommend that the property review its billing procedures, staff training, and customer service response protocols. Most importantly, when billing errors occur due to staff mistakes, the property should absorb any associated fees rather than passing them on to guests. Guests should feel supported and valued, not inconvenienced or held financially responsible for errors beyond their control. We truly wanted this to be a flawless and memorable Valentine’s experience. While the location and amenities are appealing, improvements in accuracy, accountability, and customer service responsiveness are needed to ensure future guests have a smoother experience. I was unable to upload verificationt from the Sports Bar, but I do have the receipts.