The Westin Resort and Spa Cancun

Customer ratings & reviews

TripAdvisor Traveler Rating

5913 reviews

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  Platinum beware no Bonvoy benefits

  We checked into the Westin last night. I am a lifetime platinum member. And although my status was recognized, Bonvoy members should be aware that there are very few benefits for your loyalty. For example, no free breakfast or even continental at all. The “upgraded” room was on the ground level and so dirty that we asked for a different room. The second room was slightly cleaner, but instead of being a nice big king bed there were two double beds. The whole complex seems rundown and tired. We were here two years ago and enjoyed our time so much. Very disappointing.

  Feb 09, 2026
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  Very good place, but sun sets early on most of the pools

  The spa experience was just what the doctor ordered. We booked a deep tissue couples massage ($5000 pesos) and got every pesos worth. We were able to have time in the steam room, sauna, and hydrotherapy (private hottub) for as long as we wanted before and after the massage. The only reason this is not a 5 star is because there's no indoor pool and the wind was so strong that it was difficult to sit by any of the pools with the temp being 72 degrees F. We are from Michigan and expected to be fine but had to go shopping for warmer clothes bc of the wind. Also the sun sets on the LAGOON side so there's less wind and its warmer but the view isn't as nice, and the other pools are covered in shade from the building by 5 or 6 pm. Still glad to book and the room price and food was all great! Oh and if you take the bus, know exactly where you are going and look for the landmarks. They go quite fast and you can miss your stop very quickly. We ended up taking an Uber home just to avoid the long walk and crazy bus.

  Feb 03, 2026
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  Needs a Change

  This will be my last trip to this hotel. I have been coming here for 5 years and have never been given a decent room by the front desk staff even though I am a Gold Elite Marriott Bonvoy member - they do not acknowledge Marriott Bonvoy members. I booked a room with a balcony, 2 double beds for 4 nights and she gave us a room in another building, with 2 twin beds - the room was outdated and dark and did not have a nice view from the tiny balcony. The bell boy took us back in his golf cart to the main building and we spoke to the manager who gave us a really nice room in the main building on the 6th floor with a balcony and 2 double beds, which was very nice. We questioned why we weren't given this room in the first place. The girl at the front desk was not very efficient and she took forever to give us a room and couldn't find our reservation. We were not happy. Also, the beds have a plastic mattress cover under the mattress cover and we have to remove it every time because it's very uncomfortable and we can feel it as we move in the bed. For this reason alone we will go there again. The beach was not good this time - sargassum was piled up high against the wall and it smelled horrible so we could not stay on the beach. They had a few beach chairs down there. By the 4th day, it was still there but they tried to cover it with sand (did not work - it still smelled pretty bad). The rooms are in dire need of renovation. Be careful when booking online when it states "balcony" - it doesn't tell you which building you'll be in.

  Jan 28, 2026
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  Great hotel!

  Wilberth at the pool provided excellent service! Food and drinks were great. Pool ammenities and location on ocean was nice. Made our stay fantastic!

  Jan 27, 2026
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  Great location, building needs attention, staff are awesome

  We had a great 3 days at the Westin Cancun resort. The hotel needs some attention, the staff were awesome. Building D has the best pool, much quieter than the main pool. The pool staff, especially Wilberth, took great care of our entire group. The resort location the south end of the hotel zone offered better beach conditions than the hotel zone north of us.

  Jan 27, 2026