The Westin Resort and Spa Cancun

Customer ratings & reviews

TripAdvisor Traveler Rating

5886 reviews

• 

  Disappointing

  Where to start? I hope it goes without saying that booking a local taxi is much cheaper than using the hotel offering. The hotel is one of the nearest to the airport and on the quieter end of the strip. There are lots of buses if you want to get out and about or visit downtown Cancun. We stayed in a studio flat which was rather tired, but ok. The bathroom felt especially basic but we did have a beautiful view of the sea. The kitchenette was useful with the added attraction of ‘find the hidden cupboard’ game. The dishwasher did not really work. We were told we should be using dishwasher powder rather than washing up liquid (we do have dishwashers in the UK!) and then that the problem was we were putting dirty dishes in the dishwasher. We gave up trying to get it fixed at that point. I was really surprised that drinking water was only provided when the rooms were serviced and any more needed to be paid for. We were given a servicing schedule upon arrival which bore little resemblance to when the rooms were serviced. At one point we were informed there was no service scheduled as we were only staying for a week – we were staying for 16 nights. It all seemed very haphazard. The power cuts were fun. Obviously, a largescale power cut was not the fault of the hotel but not having a working generator was. No air con was not pleasant, but ok. No elevators either, the stairwells are not for general use and very creepy, very Tales of the Unexpected. We were on the sixth floor and fit enough to manage the stairs easily, but I imagine many guests were not. No power also meant no water and no loos, which did not appear to concern the management. There were further power cuts another evening; not ideal to suddenly be in the dark and covered in foam as you lose the lights and water when you’re trying to shower. On the subject of elevators, I can imagine long waiting times in peak season; there are very few of them and they were often out of order. The TV didn’t work for a few days and, despite many people complaining, I think it took my conversation with one of the maintenance team to contact the provider and get them fixed. The gym was fine; the normal range of cardio equipment, machines and a small selection of weights, again, all a bit tired. The air-con could have been turned up a bit, it was a bit warm for cardio. The pools were in need of maintenance but appeared clean. If you like to swim in the sea, you may be disappointed as it was thick with seaweed most days, the smell of which was quite strong. There are steep unfenced drops down to the beach which probably would not be allowed in most countries. This would be very dangerous for young children. The beach is very different to the photos – there is a sea wall between the resort and the sea. Our visit was in low season so there were no problems finding sun loungers or a spot by the pool. We ate a few times the sports bar which wasn’t cheap but many of the dishes were big enough for two. Food and drinks could be also be ordered poolside via one of the staff or the QR code. The cocktails were disappointing and quite expensive but were available at the bar in the main pool which was fun. We heard anecdotes of extra items being added to restaurant bills – so do check them. Whatever you do, do not buy the house white. Nasty. We booked one trip out sightseeing through the concierge – there was no mention it included yet another opportunity to purchase souvenirs; a lot of over-priced tourist tat. As we changed buses on route, we were told that we hadn’t paid the entrance fee, they wanted another $60. The rest of the group unquestioningly, paid straight up, we refused insisting that we had paid. After a conversation, the guide went off to check. Funnily enough, we were right and he returned the money to the rest of the group. Apparently, this scam is standard practice, so be warned. We were not informed about the waiver which were required to sign on the bus, which everyone signed without reading. We refused to sign as we would literally signing our lives away. Please carefully read anything put in front of you before you sign. We attended a couple of cooking at cocktail classes which were fun and you get to take away the food and drink – this was the best Mexican food we sampled all trip. The poolside and entertainment staff were all great. Before arrival and at arrival we were asked if we were celebrating a special event to which we replied we were. I was sort of expecting something to mark the day but nothing; not quite sure why the question was asked. We had a late flight the last day and asked for an extended check-out – it was extended to 12.00 which was helpful but we still wanted to shower before we left for the airport. We presumed we could use the gym showers, but these were out of bounds. We were offered a room for half an hour to shower and change which was perfect. The room turned out to be much higher spec than the one we were given which was a bit gutting. We were stung with an ‘owner’s tax’ in the final bill. I’ve never come across that before. Not sure why we pay maintenance fees if we are faced with taxes when we stay at the resorts as well. I hope this was helpful.

  Oct 15, 2025
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  Scam: picture of the beach on brochure is false. I wanted to cancel and get back my money because I did not feel the off

  I bought the vacation package for the Westin Cancun Spa and Resort. A brochure arrived offering me a very good package, and I put down the $199 deposit. The picture of the beach looked gorgeous. I booked the hotel and decided that I would go with a neighbor who likes to travel. Unfortunately, I paid the money for this package before I read the reviews. The picture of the beach was nothing like the reviews of the beach, the beach is eroding and smells of seagrass. I think it is false advertising to show the resort with a fabulous beach that is not how it really is. I feel that false advertising is totally wrong. I try to get my money back, but I was told that they will keep the $199, even if they were selling or promoting a product that was falsely displayed on the brochure. What kind of an organization does that I called Marriott and they said this Westin spa and resort is not part of the Marriott. What a shame! Do not buy this package. I lost $200. They refuse to refund the money. Always go to the property and look at all the reviews. The reviews of the Westin spa and resort told the truth. The brochure showed a picture that was not accurate. False advertising.

  Sep 30, 2025
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  Still our favorite

  This was our fourth stay and we will continue to return. We requested a balcony at check in which cost a bit more, but was definitely worth it. We were on fourth floor with a view over the south tip of the beach. We noticed several improvements since our last visit. The elevators are now secure,working with a room key. There is new flooring. While this serves as a vacation club, we were never approached about joining. We love the very quiet environs. They do have water aerobics, but at other times there is music playing rather softly, not all the thumping music we hear at other places. There are quiet pools as well outside the far building and on lagoon side. We enjoyed food at the Sports bar, a good selection and reasonable compared to other resorts . It’s easy to walk down the hill and catch a bus for $1. This is another reason we travel here often, it’s so easy and cheap to get around. The exercise room was well maintained and had good basic equipment. Every time we are here, we look forward to the staff most of all. Every single person is friendly and helpful and genuinely concerned about the guests. One evening, we were ripped off by a cab driver who tried to charge us $25 to go two blocks. I know the zone charging, he was rude and threatening. I reported him to hotel and the manager came out and took my info. He thanked me for informing him. That kind of attention is rare! We have been to other resorts here. I don’t particularly care for all inclusive, it’s so much more fun to explore all the options around town. This resort has everything we need and the convenience to airport and buses is a real perk.

  Sep 12, 2025
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  A hotel that used to be good / better

  This hotel has seen better days. I have stayed here four times but I would not stay here again. Some of the rooms are remodeled and some are not. The gentleman that checked me in gave me the world's crappiest room I went back to him and after looking at three more rooms I got a room that was acceptable even with a balcony. I think he was just tired of seeing my face which is fine. The rooms are big but my floor was an old wooden floor and I'm sure it's been there since the first time I was here 25 years ago. One of the rooms I was in had a new floors. I think they're trying to maintain it but they're not finished. Food here and drinks here are terribly expensive. Avoid their little store like the plague. A bottle of champagne that cost $6 in the us/sparkling wine cost approximately $54 in there little store. Don't buy anything at their little store just go across the street to the xxoo store. Everything that they sell is an overpriced rip off and they are seriously price gouging people. The beach is filled with seaweed and you can't even get in the water. The reef is completely in 100% dead used to not be that way. The water in the beach smells really badly and it has receded very close to the hotel so close that they had to build a retaining wall. I have stayed here before perhaps three times but they've let this place kind of get a little bit run down. I paid $81 for a room without breakfast but I actually paid $15 because I wanted breakfast. I bought breakfast for two people because for one person it was the same price. I invited a couple people to have breakfast with me so it worked out because breakfast was the same price for one or for two people so get it for two people in case you meet a friend. I would not stay here again the food and that supermarket were so grossly overpriced but I thought I was going to have a heart attack and I was going to ask the person that worked in that store to call 911 literally. Beach is also awful here used to be great but it's terrible now not that it's the hotels fault.

  Sep 02, 2025
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  Some good , some bad

  First of all, the photos of the beach at the hotel are misleading, this must be an old photograph from the early 2000 because the beach here is non existent. Gone probably from erosion of the sea, in fact there a sea wall in its place. If you’re traveling here in the next few weeks, hold out, because the sargassum here in this zone is brutal. So much seaweed. Pools are plenty and pretty nice, there’s also a small secluded jacuzzi. I do recommend to go early to reserve a beach chair lounge. Breakfast was included and it was very good for my taste and had many many options. Did no have dinner here. Actually went to other restaurants. They do have a small store that has practically everything you would need for your day, from beachwear, lotions, snacks , water, food, etc. The service from the staff is super nice, everyone with a smile and very helpful. Always will to help. Staff is a 10. NOW, try NOT to be put in sector D, I now know why they took me in a golf cart when I check in , It’s actually too far away from the main pool and restaurant area, no to mention the lobby which is further away. This is great for kids and families, if you are a couple for a romantic stay, I don’t think you’ll enjoy it much. They had a ton of kids in the pool till late night, it was 9:30pm and they were still screaming and playing. Good thing is that it’s very close to the airport, you’re 15/20 minutes away. And you have plenty of transportation around. Enjoy.

  Aug 26, 2025