Occidental Cozumel - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

9540 reviews

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  Overall a great place

  We had a great time during our stay and the staff in general was really kind. The food was not very varied but was tasty and generally fresh. The beach was beautiful and the resort is small, some 250 rooms, and it was great to relax. I would recommend the hotel to my friends but if you are considering booking the Royal level, keep reading. We did, however, pay for an upgrade and the service of one particular Royal Level receptionist, Daniela, was inexistant, to say the very least. She would not lift a finger to help in any way. She was very poorly informed on hotel amenities and services. She brought us to our room which had an intense stench of fresh paint. She told us it was not toxic and would leave in a few minutes!!! I don't care if it is toxic or not, you pay for an ungraded room, the least you can ask for is a fresh smelling room that will not give you a headache sleeping in it. The tech did not leave and we had to ask for another room. Later on during our stay, I twisted my ankle while running on the beach and I went to the reception to ask for ice. Daniela's response was: you can use something like a ziplock and get the ice on the 3rd floor in building 20. Me being me, I think it is weird to ask someone who is having trouble walking to go get his own stuff, but I'm not really one to complain and I go myself. Not to mention that it was lucky that I have a ziplock bag in my room... I search on every floor in building 20 and as you would guess, no ice machine. I go back and see her, and she then tells me to go see if the restaurant can help me. I literally had to look her in the eye and say, can I get some service and can you go get it for me? She did so while rolling her eyes and acting as if I was asking for the moon. And to think that we only took the upgrade to be in the more quiet area of the resort and not to abuse of free room service. I actually needed service and instead I get ordered around by their receptionist. That really turned me off. Luckily we enjoyed the resort but if I were to base my review on the service we got in the upgraded resort section, I wouldn't even give it a 1 star. Daniela completely ruined the experience. She had no idea what she was doing. Very sad to note as well that she wasn't new... which might have explained a thing or two.

  Apr 24, 2025
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  Excited for our next trip!

  We are so grateful we had the opportunity to visit the island and be welcomed by an amazing / fun bell boy whose name was Jesus. Checking in was interesting and unusual from other resorts but the receptionist made it quick and full of hospitality. Aime was super attentive to my friend, and me, and our needs Every Single Day. They both are excellent examples of how hotel staff should engage with guests, in our opinion. The waiters were fast and we loved every single restaurant we booked, though the Mediterranean is the best!!! We do suggest some more variety in the drink department. We hope to see all of them again next year, the people working at the hotel made the experience unique.

  Apr 21, 2025
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  Can’t Wait to Return

  Our family had an amazing trip to this resort. The staff were very friendly and helpful. Brian at the front desk has a wonderful sense of humour. The grounds are well kept. The maids work hard and do a great job cleaning the rooms every day. The food was okay. Most lunches were the same every day, but we were able to find something we enjoyed. The nightly entertainment was great and we enjoyed shopping at the vendors. We met a lot of wonderful new friends and can’t wait to go again.

  Apr 21, 2025
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  Much needed family break.

  My family came here for a short break with two of our daughters. We chose this hotel because the reviews were mostly positive. We had a good experience while here. Diego( Picazzo cool last name) checked us in. He was very courteous, polite and professional. He answered all our questions and helped us to reserve tables at two of the restaurants. He was genuine in his conversation and when I expressed my interest in seeing the beach, he apologized for the fact that the beach had eroded due to 2 hurricanes hitting the property. A lot of the beach is in fact gone but the remainder is still nice. We enjoyed the property. It was green and lush with a few wild life present. We did not take part in any of the nightly entertainment as we were pretty tired after spending the day at the pool and the beach. If what you're looking for is a place to relax, which we were, this may be the property for you.

  Apr 20, 2025
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  BAD MANAGEMENT

  The check-in was unsatisfactory. The receptionists were unfriendly, messy and bad at communicating in English, which made it take more time than necessary. Only one person at the front desk was helpful (name tag Aimee). She was the best throughout the entire stay. The management lacks training, the manager Abigail was unprofessional and hard to deal with. Her attitude was hostile to other guests and I witnessed it, despite not communicating with her directly. Everything else was on level with the hotel's reputation, the room was comfortable and the amenities were more than enough.

  Apr 19, 2025