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Owner Terms & Conditions Expand All Tabs

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View current COVID-19 Information and Property Updates.

Hospitality Tax and Environmental Tax
The State of Quintana Roo assesses a hospitality tax that is due upon check-out:

  • Studio Premium Villa: USD$5.74 per night
  • One-Bedroom Premium Villa: USD$9.70 per night
  • Two-Bedroom Lockoff Villa: USD$15.44 per night

Effective February 1, 2023, the State of Quintana Roo implemented an environmental and sanitation tax. This nightly tax of $76 MXN pesos up to $152 MXN pesos per room per day will be based on the type of villa occupied and billed in pesos directly to your folio.

These taxes are subject to currency conversion with your banking institution and subject to change.

Currently, there are no events. Please continue to check back here before you travel for the most updated information.

We are committed to making our facilities, amenities and services accessible to guests with disabilities. Accessibility features in your villa are guaranteed only if confirmed during the reservation process. Please note that The Westin Lagunamar Ocean Resort complies with all ADA requirements.

Guests must be 18 years or older with photo identification to check in.

Alcoholic beverage service is restricted to those 18 years or older with valid photo identification.

Vistana Signature Network™ (VSN) reservations made during the Home Resort Reservation Period or the VSN Float Period are subject to the following cancellation policy and may be canceled by calling Owner Services prior to the arrival date of the assigned reservation. Failure to cancel a confirmed reservation prior to the arrival date will prevent the restoration of StarOptions® or Home Options for further use.

Reservations may be canceled 61 days or more prior to arrival with no cancellation fee or Usage Restriction.

Reservations made 60 days or less prior to arrival may be canceled through the following day after making the reservation (before the end of hours of operation, Eastern time) with no cancellation fee or Usage Restriction. After this grace period passes, cancellations and modifications to the reservation — including changes to the arrival or departure date or to Villa type (other than releasing one side of the lockoff for reservations confirmed during the Home Resort Reservation Period) — will incur cancellation fees. Subsequent usage will be restricted to reservations within 60 days of the new requested arrival date for that Use Year and will not be eligible for StarOptions Banking or loyalty points conversion.

Cancellation Fees:

  • 60 days–8 days: $50 cancellation fee
  • 7 days or less: $75 cancellation fee

Reservations not affiliated with the Vistana Signature Network may be subject to cancellation fees or use restrictions. Please contact Owner Services to inquire about the cancellation policy that applies to your reservation. External exchange Guests should contact their external exchange company for the applicable cancellation policy.

Personal checks are not accepted at the resort, but we are able to cash travelers checks at the Front Desk.

We invite you to check in after 4 p.m., and request that you check out before 10 a.m. local time. However, if your arrival or departure does not coincide with our schedule, the Front Desk will be happy to receive your bags while you enjoy the surrounding resort facilities.

Consecutive reservations may require moving villas from stay to stay. Reservations will be placed in the villa type listed on your confirmation. Please make arrangements with the front desk for assistance with your luggage on the day that your new reservation begins.

Owners, is someone else enjoying your villa or do you need to make other changes to your reservation? Be sure to contact Owner Services and provide your guest’s name prior to their arrival to authorize their check-in or any other modification to your reservation. Rental by a VSN Owner of units reserved using StarOptions (other than a vacation period at your Home Resort) is prohibited. Violation may result in the suspension of an Owner’s right to reserve within VSN until compliant. External exchange guests should contact their external exchange company to obtain a guest certificate if someone else will be checking in. Please also let us know if you’re checking in after your scheduled arrival date, so we can plan properly.

For security purposes, keys will only be given to the name on the reservation. You will be asked to provide a valid government or state-issued photo ID at check in.

To ensure you have a memorable vacation with us, a designated personal Concierge is available to assist you. Your Concierge will ensure that all your needs are catered to before and during your vacation, including helping you arrange transportation and providing information you may need before you arrive. Please expect to hear from your Concierge soon. Or you can email or call toll free at 1-844-260-9083 for more information.

We require a credit card to secure any charges, which you may charge back to your folio.

The system will hold these funds until check-out. Please note that credit card charges will appear in the local currency, Mexican pesos (MXN).

Rollaway beds, cribs and other special request items are limited in supply and are fulfilled on a first-come, first-served basis. Charges apply for rollaway beds and some other special request items. Rollaway beds are limited to one per villa and are not available in the studio premium villa due to space limitations.

For special requests, please contact Owner Services up to 24 hours in advance of your arrival. External exchange guests should contact the resort directly to place request these items. The resort will make every effort to fulfill your requests, but requests are subject to availability and therefore not guaranteed.

Currency Fluctuations
For non-U.S. hotels, rates confirmed in USD may be converted to local currency by the hotel at your time of stay, based on the exchange rate used by the hotel and are subject to exchange rate fluctuations. Credit card charges are subject to additional currency conversions by banks or credit card companies, which are not within the hotel’s control and may impact the amount charged to your credit card. Please contact the hotel if you have any questions.

Restrictions on the Acceptance of U.S. Currency
Due to local regulations, the acceptance of U.S. dollars in cash is now restricted across Mexico. Payments with credit/debit cards remain unaffected. Please provide arrangements to settle your accounts and other expenses with a credit card or in Mexican pesos. We apologize in advance for any inconvenience this may cause our guests. Please check with the Concierge for the location of a bank where currency can be exchanged.

Resort dining and shopping outlets are unable to accept payment in U.S. dollars. Purchases at these outlets may be paid with credit card or Mexican pesos, or charged to your folio.

While exploring the local area, Members/Owners and guests are recommended to pay with credit card or Mexican pesos, as most local businesses will not accept payment in U.S. dollars.

Should you check out prior to your confirmed departure date, the unused portion of your reservation will be forfeited. StarOptions are not refunded for late arrival or early departure. External exchange guests should contact their external exchange company for information on early departure.

To have your villa prestocked with groceries, beverages and other necessities, contact the resort Concierge prior to your arrival.

Seven nights or more: For your comfort, your villa will receive a mid-week refresher if you are staying for at least seven nights. If you are staying for more than a week, an additional housekeeping service will be scheduled during the check-in process. This will also apply to external exchange guests.

Less than seven nights: Midweek service is not provided for stays less than seven nights.

Additional Housekeeping Services: Additional housekeeping services, including daily service, are available. Please arrange directly with the resort prior to your arrival. Fees apply.

Housekeeping Fees: A charge will be automatically applied to your villa folio for the second or more reservations (based on transaction date not arrival date) within a single Use Year associated with a single Vacation Ownership Interest.

Complimentary Internet access is available in your villa and throughout the resort. The Business Center also offers Internet, computer, printing and faxing services (fees apply).

Complimentary self parking and valet parking are available at the resort.

To ensure your comfort and safety, and to maintain the quality of your villa, our vacation ownership resorts do not allow pets on the resort grounds or in the villas, with the exception of service animals.

Smoking of any kind — including electronic cigarettes — is not permitted in your villa, including your balcony. Designated smoking areas are provided throughout the resort. Violation of this smoking policy may result in a nonrefundable US$200 fee charged to your folio.

The Westin Lagunamar Ocean Resort Villas & Spa does not accept special requests for view, specific floor or specific villa number location. The resort will make every effort to fulfill your other requests, but requests are subject to availability and therefore not guaranteed. Special requests should be placed more than 24 hours in advance of your arrival.

Unforeseen events or circumstances beyond our control may result in last-minute changes. As a result, villa assignment or special requests will only be confirmed during the check-in process.

Changes to the arrival or departure date or to villa type (other than releasing one side of the lockoff for reservations confirmed during the Home Resort Reservation Period) will result in a loss of priority for fulfilling special requests.

Marriott Bonvoy™ Points may be earned for qualified charges at the resort. As a villa property, we are unable to offer select Marriott Bonvoy™ Member benefits for ownership reservations, including complimentary room upgrades, Suite Night Awards™, priority late check-out, Your24™, and Gold Elite and Platinum Elite welcome gifts.

Our Concierge will contact you prior to arrival to help arrange your transportation needs, whether you prefer to catch the resort shuttle or rent a car. Once at the resort, there are many ways to get around the city, including public buses and hotel shuttles, which are an easy and convenient way to navigate Cancún.

Please note that the information contained on this page is subject to change without prior notice.