Ratings based on 1,136 Verified Reviews

3.9 out of 5
77% of guests recommend
4.3 Room cleanliness
4.1 Service & staff
3.9 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from texas

Horrible service

Posted Jul 21, 2017
Terrible service. Good is not great. Needs updating. Run down. There are better places to stay.
4 out of 5
Recommended
for Everyone
by A verified traveler from TN

Comfortable with all amenities

Posted Jul 19, 2017
This was my second time at the resort. New management this time. Rooms are well appointed and kept very clean. Staff was very accommodating and nice. Grounds are lush and we'll maintained. Good new equipment in gym; although gym area is small. The beach is great, water clear and calm. Resort fails to have adequate staff to have bar/drink service consistently to guests at beach. Overall, low key, great value resort. Had a great time.
3 out of 5
Recommended
for Everyone
by A verified traveler from Indianapolis, IN

Nice-ish hotel

Posted Jul 13, 2017
nice upon arrival, poor food quality and taste, horrible sphel about becoming a member that took 2-3 hours of our vacation time, great pool and fun activities for kids, king bed was comfy and rooms were clean, very friendly hotel employees.
Comment from Hotel Management
Jul 14, 2017 by Guest Experience Manager, Hotel Management
We are really sorry to hear that you did not enjoy the experience in our hotel to the fullest as we strive to make each stay with us an unforgettable one. Discussions involving the respective team members and management have taken place to review your comments, and we would like to assure you that all of your concerns will be addressed and attended to. Thank you for your visit and constructive critics, our primary goal being to assure our guests feel comfortable and fully enjoy their visits, we are eager to regain your confidence during another occasion if you gave us that chance
2 out of 5
by A verified traveler from Ok

Room

Posted Jul 13, 2017
Air conditioner was not working 80 degrees in room.. finally got into another room but had to use a roll away bed for my 6'3 son for 7 days.. several of use got sick.. staff was nice I think they are limited on resources on fixes the issues..i was not impressed with the food at resort either.
Comment from Hotel Management
Jul 15, 2017 by Guest Experience Manager, Hotel Management
Firstly we would like to thank you for taking the time to share your impressions regarding your recent stay at our Occidental Cozumel hotel. It is only through feedback such as yours that we are able to maintain and improve upon the service that we provide to our guests. First and foremost we are deeply sorry to hear that you felt poorly during your stay and not being immediately informed as we would have called a doctor for a check up, however we would like to take the opportunity to point out that our hotel, like all the hotels of our chain, undergoes regular independent audits sent both by the company and the tour operators we collaborate with to ensure our strict food safety management procedures, imposed on a global level by the company, are being followed and respected at all times; under no circumstances would we put our guests health at risk, their safety being of course our main concern, we can only assume that you may have consumed something outside the hotel during your stay or on your way to Cozumel and sincerely hope that you are totally recovered as we speak. Thank you for making us your choice hotel and for your constructive critics, we certainly look forward to serving you again and to have the opportunity to exceed you expectations in a not too distant future.
5 out of 5
Recommended
for Everyone
by A verified traveler from Texas

Great hotel, the staff was outstanding!

Posted Jul 12, 2017
Pros: There was nothing not to like!!
Cons: Nothing to improve.
Location: Location was like a jungle with a path through a mangrove grove to the beach, Diving, glass bottom boat, jeep rentals were available.
The moment we arrived we were picked up by a golf cart and carried to the Royal office given a glass of champagne and signed in. Our room was cool and spacious. The dining was buffet style with plenty of choices. The speciality restaurants were very good especially the Sonor Grill. The bar drinks readily available and excellent.
Comment from Hotel Management
Jul 15, 2017 by Guest Experience Manager, Hotel Management
We would like to express our gratitude for the comments you made about your recent visit. They help us to understand how our guests experience their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that your holiday at Occidental Cozumel was an enjoyable one. We continuously strive to deliver high standards and to ensure that all our guests leave with beautiful vacation memories. We are thrilled you enjoyed your recent stay with us. Thank you for making us your choice hotel when visiting the area. We look forward to welcoming you back again very soon.
5 out of 5
Recommended
for Everyone
by A verified traveler from Dallas, TX

Excellent vacation

Posted Jul 6, 2017
Resort kept all areas, including the beach, well-maintained. Staff was courteous & helpful.
Comment from Hotel Management
Jul 8, 2017 by Guest Experience Manager, Hotel Management
We are thrilled you enjoyed your recent stay with us. Thank you for making us your choice hotel when visiting the area. We look forward to welcoming you back again very soon.
4 out of 5
Recommended
for Everyone
by A verified traveler from Fort Worth, TX

The food and flora are the best things about it

Posted Jul 6, 2017
Pros: The landscaping is stunning, very well cared for. Lots of wildlife. The beach is completely calm so swimming is safe. The food was great, seriously.
Cons: Front desk attitudes - they are not trained to provide real customer service. It's the "first face" of the company and it's unfriendly & uncaring.
Location: Nothing nearby - it's a beach resort with very little activities other than scuba/snorkel. If you're looking for down time, this is it. :)
A little bait and switch for sure...for example, "free wi-fi" is only for members, so I became I member before arriving. However, upon arrival, free wi-fi is only 1) for members; 2) members that made their reservation directly with the resort. Expedia/Travelocity?? You're out and paying daily. In addition, signing up for Barcela/Occicendal membership online IS NOT the same as the member they are referring to. This place actually sells "vacation packages, much like timeshares, and if you are not a part of THAT club, your benefits are significantly reduced. In-room liquor? Nope - not if your not a member as described above (beer in frige is all). I plugged in my phone charger in the bathroom outlet and got electrocuted, another electrical outlet was just hanging from the wall. i called the front desk and they sent someone up immediately who replaced the outlet with a GFCI plate but still didn't ground it. Got shocked again and dropped my brand new 7 plus. The AC apparently does cool well in many of the units. Every day and night there were people in line complaining about it. Another had a snake in their room and 3 hours later, no one had taken care of it. The front desk is just simply uncaring...not quite rude, but definitely not invested in any customer satisfaction or return visits. The tour folks are GREAT as are the pool staff but forget it at the front.
Comment from Hotel Management
Jul 10, 2017 by Guest Experience Manager, Hotel Management
Please be assured that your comments will be taken into serious consideration and that they will help us to improve our services. Thank you for your time and despite the issues you have raised following your stay, we hope that Occidental Cozumel will remain an option for your next holiday and that we will have the opportunity to restore your faith in our company in the near future.
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice weekend getaway.

Posted Jul 6, 2017
Pros: Friendly, helpful staff, good food and top shelf alcohol.
Cons: It would be nice to start disco a little earlier. 10:00 pm would be a good time!
Did not enjoy being put in the middle of hotel staff and Expedia representatives! It was very awkward, uncomfortable and embarrassing. Transportation to and from hotel shouldn't be so complicated. Everyone should learn to share and play nice! Also, the A/C in room and restaurants never seemed to cool area down. They always felt hot and humid. Due to our easy going nature...we still enjoyed ourselves.
Comment from Hotel Management
Jul 8, 2017 by Guest Experience Manager, Hotel Management
Please be assured that your comments will be taken into serious consideration and that they will help us to improve our services. Thank you for your time and despite the issues you have raised following your stay, we hope that Occidental will remain an option for your next holiday and that we will have the opportunity to restore your faith in our company in the near future.
4 out of 5
Recommended
for Everyone
by A verified traveler from Burlington, NJ

Nice place for a quick getaway.

Posted Jul 4, 2017
The resort is nicely set up, but there is a lot of walking to get from point A to point B. Our room was spacious. The staff was pleasant but they also want you to book excursions and become a member of their resort.
Comment from Hotel Management
Jul 8, 2017 by Guest Experience Manager, Hotel Management
Thank you once again for making us your choice hotel and for your constructive critics, we certainly look forward to serving you again and to have the opportunity to exceed you expectations in a not too distant future.
3 out of 5
by A verified traveler from Texas

Hotel has potential but their service is lacking.

Posted Jul 1, 2017
The hotel and grounds were very pretty. The food was nothing to rave about and the hotel staff were lacking efficiency. We had to call for towels in our room multiple times, staff members were in no hurry to assist us, when they ran out of food at the buffet it took them forever to replace it, our first night at dinner there was a bat flying around the restaurant and out of our five day stay we were only waited on twice at the beach for drinks. It was not the service we were typically used to. If you've ever been to an all inclusive before, you'll be dissapointed. If it's your first time you wont have any expectations and will probably enjoy the experience. We will not be returning.
Comment from Hotel Management
Jul 8, 2017 by Guest Experience Manager, Hotel Management
Please be assured that your comments will be taken into serious consideration and that they will help us to improve our services. Thank you for your time and despite the issues you have raised following your stay, we hope that Occidental Cozumel will remain an option for your next holiday and that we will have the opportunity to restore your faith in our company in the near future.