"Felt misled "
We have stayed here 3 times and it's all been great. The rooms are clean and spacious and the grounds are beautiful. But on the 4th time checking in they never gave us any information about activities at the hotel, we had to search for them and they never told us about their housekeeping policy. We saw a sign in our room that said if we don't have housekeeping come we would get a $5 credit per day in drinks. Since we were staying for 5 nights we went without housekeeping for 3 of those nights. When it came time to check out and we were charged for the drinks we had purchased we were told that unless you have housekeeping sign a card you are not eligible. No where on the sign in our room did it say anything about that and no one said a thing about it at check in, nor did they give us a card. We even had housekeeping ask if we wanted the room cleaned and we said no and hung the sign out for them and they didn't say anything. Not cool. I feel like we got scammed.
My husband and two teenagers just ended a 8 night stay at the Lagunamar and we loved every minute! Our room was amazing - one of the best of the resort! Building 1 6th floor - room 161 and 162 - ocean front view 2 room lock off. Not sure why we got so lucky to get such a perfect room. A tropical storm hammered us for 3 days and because of the mall across the street and great hotel location we managed to keep ourselves busy. The beach was perfect and had great waves for us to swim and body surf. We saw the turtles at night and participated in a couple activities during the day at the pool. Thanks to the management for making our vacation great. I highly recommend the Lagunamar!
"Love this Place!"
There is an ocean view from pretty much every room at this resort. Very nice rooms with tile floors, granite counter tops. Each room has a kitchen so you can cook in your room or use the grills for some of your meals. The infinity pool is beyond amazing since it feels like you are at the oceans edge without all the sand from the beach. We have stayed here at least 5 times and have yet to encounter any rude staff or have issues of any kind. The resort is situated right across the street from La Isla Shopping center so there are restaurants and shopping close by. We have used the bus many times to go to the grocery stores, flea market, other restaurants or to the ferry for Isla Mujeres and have never felt that we were in any danger. The concierge are very helpful in arranging tours to Chichen itza, Tulum, Xel Ha or where ever you would like to go. All of the tours we've booked with them so far have been awesome too.
"Go somewhere else! "
We arrived around 10:30 AM and checked in but we were told the room wasn't ready. We left for a few hours came back around 1:30 PM and we were told again the room wasn't ready and that it would be 30 mins-1hr. So we decided to wait in the lobby for a whole hour only to find out that it would be another 45 minutes. I asked if there were other rooms available and they said no even though I saw others checking in that whole hour we were waiting. Also had someone check in from our party a couple hours after we arrived. She was able to check in right away. First time at this resort for and we are very disappointed so far with our experience. I understand that check is at 4PM but don't give us a time frame if you can't get us checked in! What a waste of time waiting for nothing. Go somewhere else!
"Unfortunately no more privileges for Starwood platinum members"
We used to love this resort but not anymore. Unfortunately, each time we arrive to this resort we do not feel welcome. We are Starwood timeshare owners so we are considered platinum members with certain privileges. Last weekend we arrived around 1pm and we spent almost two hours at the check-in area, which is supposed to be better than the check-in area for regulars guests. We waited another two hours to get our one bedroom suite because all suite rooms were still dirty. It was very hot outside and we were forced to stay outside with our baby twins without any consideration. In the past, in a similar situation, they used to give us a temporary small room to refresh after a long flight while we waited until our one bedroom suite was ready. We requested two cribs a few days in advance before our arrival and the cribs were not in the room when we got there. The day of our departure we asked for a late check-out and they gave us (as a big deal) just one hour more, so we were kicked out of our suite at noon. In the past we felt privileged being platinum members, but it seems to us that now we are just considered regular guests without any benefits. In other well known hotel chains, we feel better welcome, with better privileges as gold or platinum guests. The pool is huge but dirty, and in some quiet areas for kids the water is greassy and with some plastic cups floating. No wonder that the rating of this resort has been downgraded due to bad management.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 4:00 PM , Check-out: 10:00 AM