Worst Visit Ever
I invited 3 friends with me on a trip to Cancun, expecting this Westin resort to live up to any reasonable expectations. Boy were we wrong. The bartenders and housekeepers are wonderful. Management, on the other hand, is comprised of some of the most incompetent people you could ever hope NOT to run into.
The week we stayed at the Westin was a bit cooler than they are used to, and the pool was about 60 degrees. The entire week of our stay, we saw maybe 3 people go in it. The hot tub was 90 degrees (15 to 20 degrees cooler than a normal hot tub), and filled with splashing young kids and babies all week long. Repeated attempts to ask staff and management to a) turn up the temperatures of both and b) determine why the water temperatures were so cold led to nothing. We heard that the events staff kept turning the temperatures down, we heard the weather caused the water temperatures to lower, and we heard that the heaters couldnt handle the size of the pool and hot tub. (Couldn't handle the size of the hot tub? Seriously? It's a HOT TUB, not a lake...)
I live in upstate New York where 6 months out of the year the only thing you see is snow and my very LARGE pool in the summertime gets up to 90 degrees with a solar cover. I find it so hard to believe that in MEXICO, where 70 degrees is considered freezing and they probably have never seen snow, they can't keep their pools and hot tubs at a normal temperature.
I emailed Corporate Customer service with my complaint, and they told me that issues needed to be resolved at the hotel level (I guess corporate customer service representatives are just hired to surf the web, then, if they are unable to resolve customer service issues). When I tried to contact management, it led only to an "I'm sorry, we plan to install new pool heaters" email - as though a simple apology makes up for a wasted week of vacation and the time and money I wasted to stay at their resort.
If I wanted to spend my week somewhere in a 10 foot diameter, 3 foot deep pool of water filled with splashing kids and 90 degree water, I'd have bought an inflatable pool, filled it from my backyard hose, and invited the neighbor's kids over. I certainly wouldn't have booked a flight to Mexico and paid for a week at a resort.
I have saved all correspondence with the hotel management, and I would love to share it with anyone who is interested. I wouldn't want anyone to make the same mistake I did, and go home feeling as though they wasted a week of their time as well as a whole lot of money they will never get back, just because the Westin Lagunamar doesn't deem it necessary to inform customers of their inadequecies prior to the point of purchase.
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