The resort, while old and small for Cancun, was very nice. The rooms were big, with everything we needed. Having an extra room was a must with kids. The beach was great and having access to all of the Westin's ammenities made the location perfect.

The service from the Regina was only OK. They were never very interested in providing great service, and they missed the little things. The manager argued rather than lended a sympathetic ear to an issue we had while there. They just didn't seem to care very much and that was unfortunate.

Overall, we'd stay there again, but wish the service was better and more friendly.

We have just returned from Christmas-New Year's Week at the Club Regina Cancun. WE are owners at the Club in Cabo and the place in Cancun is the polar opposite of the place in Cabo.To start with, the service is the worst I have ever experienced. We arrived at the Westin two days before our move in and I spoke TWICE witrh Gameliel the hotel manger at the Club about my 92 years old father who was joining us. Not wanting to have him sit in the lobby for four hours waiting for his room, I asked Gamliel twice if he could arrange for my parents' accomodations early, and twice he said he could. Well, guess what. On move in day, nothing was arranged. We arrived at the front desk at noon, and when our papers were found, we were told to have a seat and someone wouold come out and sit with us to get us registered. Welll, at two oclock, when no one came over, my father was hungry and we went to eat. We returned at three thirty, and STILL no room was available. Gameliel kept on making excuse after excuse. FINALLY, at ten after four, my father was shown his room, but my wife and I had to wait until four thirty to be shown on room in the dungeon, on the ground floor next to a pool with screamning children, and when the dishwasher molding was broken; a dark dreary set of rooms. So went went up to Gamleil(who was sneering at us all the time), and he said that he could change us to a room on the same floor as my father the next day at noon. Well, at noon, he said it wouldn't be ready until two oclock, then at two oclock, he said three thirty...another day wasted.

I have stayed at three other Raintree properties(Cabo,Teton Club, and Whiski Jack at Whistler),and let me tell you, the Club in Cancun is like a lower East Side tenement compared to the rest of the system. The design elements that make Cabo so wonderful completely misfire here. You enter into a dreary, dark lobby decorated with Buddahs all over the place.This looks like a rejected set for Auntie Mame. This makes you want to walk out from the beginning. The store smells so badly that I hated every time I went in there. The restaurant has the worst food I have ever eaten except maybe in my college cafeteria),and looks like it, too. Perhaps that is why the food is so cheap there, like $10 a dinner, because the food is so bad. The rooms are uniformly bad, with decrepit furnirture, kitchens that never work right, and a shokingly awful set of showers tiled in the most disgusting yellow tile that has become black with age The people at Raintree say they are renovating the rooms since the hurricane, but I don't see it. With all the choices in Cancun,this is the last place you want to stay. Evem even you take into account the fact that you are only paying $800 a week or so to stay here..My wife and I are thinking about breaking our ties with Raintree because of this experience. .

I am an owner with Club Regina. This is the first time we stayed in Cancun and I would never go to this hotel again.
We arrived late in the day after a long flight and a wait for baggage that didn't arrive for another two days. . When we arrived, we were advised that we were "too late" for the welcoming Margarita, so we paid $10 per drink at the lobby bar. We were then told we had to wait for a room because the one person who assisted owners was tied up. At long last, he came over to ask an unbelievable number of questions, apparently related to getting us to agree to listen to additional sales spiels for investing more money in the time share. I was tired from a long journey, cranky because my luggage had been misplaced and not in the mood to put up with the sales spiel before we were allowed entry to the room. We then were given all sorts of gear we had to carry up to the room -- TV remotes, cable remotes, safe box keys, cards to turn in for towels -- I had a huge handful of stuff that had to be brought up to the room and I had been admonished as to how much it would cost me if I failed to return any of this equipment to the front desk upon departure.
The second day, my daughter tried to turn off the light switch by the bed and received a large electric shock, which threw her back on the bed and caused pain all the way up her arm. When I told the people at the front desk, the lady suggested that it was my daughter's fault for not having rubber soles on her shoes. There was no apology every made. I told the woman that my daughter was in bed with no shoes on and had merely reached over to turn off the reading light. She said she would pass my message on. Although we thought we had observed someone working on he electric wires, a few days later, I touched the same switch and received a nasty volt of electricity in my arm. When I went down to the front desk, I spoke with the manager this time and again related the story of receiving a strong shock from the same bedside light. He told me that he thought that was impossible, because the light switch was plastic and would not conduct electricity. (I told him I had touched a number of other plastic switches in the unit with no problem, but this particular switch was absolutely creating a problem and he needed to attend to it before the hotel was sued.) I was assured that it would be taken care of, but I never saw anyone doing any work on it during the time we were there. Nor was there ever any apology offered. In the hotel deli (which looks nothing like the photos in the elevator -- there are very limited items available...), we were charged $7 US for a bottle of water that cost us 80 cents at WalMart...be prepared. When I asked about internet, I was given a laptop to use, but the staff couldn't figure out any way to get that laptop actually connected to their wi-fi system so I ended up paying to use the Westin's Business Office across the way for $5 a half hour. You are also told that if you stay at a Club Regina, you can use the facilities of the Westin; this is true, but what you're not told is that the exercise room has no operational air conditioning. When I complained about it, I was told that the air conditioning couldn't keep up due to the high number of people using the room. However, there had been only six people in there at the max and three when were were on our own. ... If you decide to go here despite what folks have posted, do yourself a favor and go over your bill with a fine tooth comb. I found five errors on my bill which had resulted in overcharging of $75 and there may very well have been more. They add on a charge for a charitable contribution without your consent -- it's supposed to be $ 10 a week, but I had been charged twice for this. There's also supposed to be a weekly federal 2% charge but again, I had been charged twice. Then there was the charge they add for the maid -- that had been entered twice. Then there was the $9 US charge for a local phone call, which I refused to pay. The service in the restaurant here was extremely underwhelming, most of the staff were far too busy socializing with each other to offer anything resembling service, the attitude of the manager towards a potentially serious electrical safety hazard was offensive and surprising and there were so many mistakes on the bill that it's hard to believe it was all an innocent error. Fellow travelers, there are over 100 choices for hotels in the hotel zone and even more if you consider the corridor just north; do yourself a big favor and stay somewhere else!

This was our worst experience in Mexico ever, and we came here as owners in the Raintree vacation club, Cancun. We reserved our unit 13 months in advance--last October. We arrived at the check in time 4:00, and were told that no room had been assigned to us. We asked why and were told that the manager was out and he was the one to assign us a room. We had been traveling since 5 AM and were exhausted. They said we had to wait. Meanwhile others were being assigned to their rooms. We waited. Another American couple said they were in the same boat, and they felt that the Americans were being made to wait while Mexicans were checking into their rooms. An hour later the manager arrived and assigned us a non-ocean view room--even though our purchase agreement was for an ocean-view room. He said others had booked further in advance than we had. Even after we were assigned a room, the desk clerk pretended to be busy with other things, shuffling papers, answering the phone and made us wait for our keys. Both he and the manager were very rude, implying that we thought we should be attended to before the other people (mostly Mexican tourists) arriving. That was not the case at all. The unit itself was horrible--traffic noise all the time, even though we were on the 6th floor. We asked to be changed the next day, and th manager said he had no other rooms available.
This is the only negative experience we've ever had in Mexico. We usually stay at the Westin Hotel, which is attached to the Club Regina, and were always treated very well. The time share is different. They sell you an ocean view unit, then put you in a traffic view room since they already have your money. This is very different from the Club Regina time share in Cabo, where everyone is polite and friendly. We will never return here, and I advise other Americans not to return either, unless they want to be treated badly.
This is one of th only negative reviews I have ever written on trip advisor and I am sorry to have to do so.
Cancun is one of our favorite vacation places--but we will find another place to stay after this.