4.0
Very Good 3747 Reviews
Jetsetter Approved
This Hotel meets our standards
This hotel meets our standards, but we haven't stayed yet

Amenities

  •  Babysitting
  •  Bar
  •  Free WiFi
  •  Gym
  •  Handicap-accessible
  •  Kids Club
  •  Parking On Site
  •  Pool
  •  Restaurant
  •  Spa
Disclaimer: This content was accurate at the time the hotel was reviewed. Please check our partner sites when booking to verify that details are still correct.
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Overview

Location

With a stay at The Westin Resort & Spa Cancun in Cancun (Hotel Zone), you’ll be convenient to Playa Delfines and El Rey Ruins. This 4-star resort is within close proximity of Wet n’ Wild and Aquaworld.

Rooms

Make yourself at home in one of the 379 air-conditioned rooms featuring minibars. Your room comes with a pillowtop bed. Complimentary wireless Internet access keeps you connected, and cable programming is available for your entertainment. Private bathrooms with separate bathtubs and showers feature complimentary toiletries and hair dryers.

Spa, Wellness & Premium Amenities

Relax at the full-service spa, where you can enjoy massages, body treatments, and facials. You’re sure to appreciate the recreational amenities, which include 6 outdoor swimming pools, a health club, and an outdoor tennis court. This resort also features complimentary wireless Internet access, concierge services, and babysitting/childcare (surcharge).

Food & Drink

All-inclusive rates are available at this resort. Meals and beverages at onsite dining establishments are included in all-inclusive rates. Charges may be applied for dining at some restaurants, special dinners and dishes, some beverages, and other amenities.

Grab a bite at one of the resort’s 5 restaurants, or stay in and take advantage of 24-hour room service. Relax with your favorite drink at a bar/lounge or a poolside bar.

Business & Travel Amenities

Featured amenities include a business center, express check-in, and express check-out. Event facilities at this resort consist of conference space and meeting rooms. Free valet parking is available onsite.

How to Get There

The Westin Resort & Spa Cancun
Boulevard Kukulcan Km 20
Cancun, 77500 Mexico

Reviews

4.0 Very Good 3747 Reviews
Just what we wanted
Reviewed 4 days ago

My girlfriend and I wanted a nice place for a relaxing long weekend getaway, and the Westin did the job nicely. Really, the main disappointment was that our room had no balcony. And the shower could have been a little larger. Everything else about the room was fine – good wifi, plenty of amenities, coffee in addition to the coffee maker, good maid service. We enjoyed the restaurants, and appreciated the waiters, who I think along with other hotel personnel appreciated that we spoke good (me) to excellent (my girlfriend) Spanish. Not that it was necessary, but it certainly helps a lot. Pool-side service was nice, and the games entertaining. When we wanted to go out, we got good directions on how to use the buses and how to get where we were going (and back). The place is generally out of our price range, but we got a good off-season deal. The only downside was a somewhat surly employee who checked in my girlfriend, who arrived before I did. Otherwise they’d get five stars.

Disapointing stay on Bonvoy Launch Day...
Reviewed 6 days ago

We stayed at the Westin Cancun Resort & Spa on Feb 13-15, 2019.

Our stay was a very sub-par experience to say the least.
We used SPG/Marriott points (now Bonvoy) as well as a 1 night award to make the reservation.

Upon check-in, we greeted by a young man named Ivan, I inquired about an upgrade as our Bonvoy status is Gold Elite to which Ivan curtly replied "upgrades are only for paying guests" "your using points". So much for feeling like we belonged to the exciting new Bonvoy Member Program... we were checking in on Bonvoy launch day - there were balloons and signage throughout the hotel announcing the programs first day, Feb 13!

He then mentioned the importance of our checking in with our "personal" concierge Adrian, we attempted to as we proceeded to find the guest elevators which were not clearly marked, he was away and his concierge colleagues told us we had to speak with him personally and could not help us.

We later learned that the urgency was all about getting us to go to a Vistana Vacation presentation.

We were in a word, harassed by Westin hotel staff in regards to connecting with Adrian in order to get our "special gift" (a hat & tote bag) many of the staff we encountered in the elevator, lobby and even the pool staff passing out towels asked us if we had seen our concierge yet. In the evening our room phone had 2 voice messages and we got a call late evening confirming our attendance at the Vistana Vacation presentation the next morning - such overkill! We ended up having dinner out of the hotel to avoid being harassed.

We only had two nights in Cancun and had hoped to relax, our treatment at this property unfortunately did not allow that.

I wonder if we would been treated differently if we had in fact been "paying guests" instead of Bonvoy Gold Members using earned reward points?

Unfortunately this particular stay has left a bad impression on us and made us regret using/wasting points & our free night certificate.

It's been a month since I brought my complaint directly to Marriott / Bonvoy and have not had a response so I'm posting here to give other members a head's up. I would very much appreciate from Westin management in regards to our unfortunate experience with the Westin Cancun Resort & Spa on Feb 13-15, 2019.

Is the Westin Resort Cancun at KM 20 a Hotel or a Timeshare?
Reviewed 7 days ago

This hotel has an identity crises. They do so many things right, but flaws are enormous and many.
Waitstaff at every restaurant were terrific and they made every meal enjoyable. Although there were the 7 AM lounge chair claimers, there was enough chairs to go around. The rooms were very nice, clean and have great views of the ocean. Big balconey's allowed us to enjoy the scenery from many angles. Bell caps were very helpful. Our's was Ivan and he excelled and made feel welcomed.
The flaws were many. Front desk is drastically understaffed. I saw line line 11 deep with only 2 clerks oblivious to the wait and customer's impatience. Our wait for a simple check-out was 25 minutes. This desk is your first and last impression and both times were long, tiresome and did not put you in the vacation frame of mind you are looking for when you reach your destination.
How could a timeshare/hotel not have a market in the building? The answer for needing anything was the Circle K is a short cab ride or a mile walk! Really, we just needed a large bottle of water? Want a cup of coffee, then you have to go to the restaurant. How about a bottle of wine or tequila? Nope its a taxi ride at a minimum of 200 pesos. This is a huge miss that must be corrected before I could ever recommend to anyone.
Often dealing with the process-driven culture can be trying. We had to allow the desk to photocopy our passports on check in, but later when wanting to exchange to pesos, they needed my passport? I said you have it in my file, but nope we cannot deviate. The concierge group are on a mission to get you to schedule and sit down with the timeshare team. We said no, twice but still received 3 phone calls in our room trying to persuade, (one late at night).
They need to fix the maintenance issues. During our week's stay one of 3 elevators was not working and the dead bolt on our room would not operate.
Lastly, we are Westin owners and it wasn't until the last day did anyone tell us, the other side of the complex is for owners!? Really, you checked us in for 20 minutes, you couldn't tell me that then?
Will I go back? I would have to check to see if the many issues are fixed. Although my issues may seem small to some, its a big deal when for one week you are wanting for someone else to take care of you.

Property Age and Condition Really Degrade the Experience
Reviewed 7 days ago

Rooms definitely not ready til 4pm, even if you’re a Platinum. Bad reviews are pretty accurate. When we had mentioned those reviews a week prior to the concierge who contacted us regarding our special dea, he said we would of course be put in one of the good rooms, not the bad ones! Ha! There are two separate buildings – one that’s been upgraded for the time shares, and the very old hotel. Not sure if there are regular rooms in the new building, or just time share units.

The old building is seriously dated. Rooms are layered with peeling paint. Travertine floors are old and the fill and grout just makes them look dirty, even if they’re sufficiently mopped. Room itself feels a bit like an old Mexican home that you booked through vrbo, which might be quaint if that’s what you did, but this is a WESTIN, and supposedly a SPA and RESORT. Crews were painting the hallway when we arrived (and every day of our stay), so rooms had heavy paint smell until we opened the balcony doors and let the fresh air in for a while. All of the room finishes are dated, pictures aren’t straight on the wall, banged up old furniture, there’s just no attention to detail in regard to finishes. It’s funny, because all the Westin notecards on the SINGLE nightstand for two queen beds (yes, just one nightstand, and we’d asked for a King but didn’t get it, and the queens seems smaller than a normal queen?) were laid out and perfectly square to each other – almost covering the stand with all their tidbits of information. There’s a huge stain on the single easy chair that makes you wonder what was going on there. A very large balcony with only two small dining-style chairs and a small table – there’s room for 2 chaise lounges and a dining table!

We came on a package that basically gave us two free nights if we would listen to their time share pitch. When we told the time share folks how bad the room was, they asked if we really expected something better when we were getting such a good deal? Really? Great way to make a sale, huh? This place really devalues the Westin brand. Seems like they shouldn’t even be renting these out, but rushing to get a remodel done.

Bathroom is big enough with a separate tub and shower, though the shower enclosure is small. At least there wasn’t a huge amount of mold in there – looks like we had very fresh caulk in most of the seams, but where it had been missed or come out, there were layers of mold, as there were along the floor lines where water escaped the shower and toilet. Decent quality towels and bed linens.

LOVED the outlook onto the water – maybe having the ocean view was the “better room.” While the French glass doors block a good bit of the wave sound, you can still hear it plus a heavy whistle from the wind – to us, when it was calm it was more like white noise, but on a windy night, it can be hard to sleep. You do need to keep the black out doors closed to keep the noise down. If noise is an issue and you want to stay here, get a lagoon view.

With the old building (maybe this is only for those who come with a “deal” and commit to hear a time share presentation?), comes a “continental” breakfast and an afternoon happy hour. The breakfast also has eggs (real eggs), a different meat daily (most are pretty nasty – spam, regular hot dogs – really?) and a different hot potato dish daily (pretty good). There are plenty of store bought pastries and processed cheeses and meats, plus yogurts and breads, oatmeal, and local hot sauces. The afternoon happy hour food is pretty awful – more processed meats and cheeses, some awful pastries, and some other stuff that looks pretty gelatinous – but plenty of folks loaded their plates for a free “meal.” If you’re even remotely discerning, you won’t be using this as an appetizer, much less an early dinner. However, it does come with some basic free drinks and beer and wine and bubbles, so that’s kind of a nice treat.

The Westin is at the end of the hotel zone closest to the airport – good for tour and airport pickups (maybe not so close to the hyperactivity of the center and other end). We walked about an hour down the beach, and the Westin’s area was probably the best with the softest white sand. It was red flag warning the whole time we were there and the lifeguards are pretty strict about where you swim or go into the water deeper than your waist (that’s a good thing). The new pool on the new side is pretty standard with a swim up bar and some areas with pool chairs in the water. Pool and beach loungers are average, and they do have staff come by to see if you want massage, food or drinks (maybe once an hour). The pool at our old building didn't look the cleanest and we didn't use it. Pool and beach towels are provided.

The staff were all so excellent and friendly! Generally, everyone would say hello and wish you a good day. Cleaning, maintenance, restaurant, lobby, everyone.

So much potential here, it’s a shame they’re not remodeling the old hotel rooms quicker. Doesn’t look like that’s happening any time soon, either. They are, however, constantly putting lipstick on the pig with lots of paint and caulk in the hallways and rooms. But if you want a budget hotel with an ocean view maybe this is ok, but be sure you get the budget price and not a resort price if you’re staying in the older section.

Disappointing
Reviewed 1 week ago

The location of this resort is great! The view from the room was terrific! The club pool was dirty. The room was not swept or mopped during our stay and we had to wipe the sand from our feet before going to bed. The food in the club was subpar. We noticed that our dinnerware was chipped to the point it should have been discarded. We had a leak in our ceiling that made our closet unusable. It was never addressed. Our entryway to the room had s large puddle. The manager was apologetic at check out. He offered us some Marriott points to make up for our dissatisfaction. We felt better about the situation after speaking with him. Unfortunately, the points never showed up in my account and we have to now follow up with the rewards department to get this resolved. Disappointing!