Occidental Cozumel

Beautiful Grounds, but Frustrating Service and Poor Management at Occidental Cozumel My wife and I visited this resort for relaxation and scuba and it was a mix of highs and lows. The scuba diving is great, but that was about it. While the grounds are beautifully maintained and a pleasure to walk through, the experience was marred by disorganized service, poorly managed amenities, and an overall lack of care for guests' needs. **Check-In Confusion:** Upon arrival, we were confronted with confusion surrounding dinner reservations. Despite being told that reservations were required, none of the restaurants were available for booking. This left us unsure of how we’d handle meals during our stay, a stressful start to what was supposed to be a relaxing vacation. Although this issue was eventually resolved, it set a negative tone right from the beginning. **Disappointing Dining Experience:** The food quality was one of the biggest letdowns during our stay. While there was some fresh fruit available, the majority of the food was fatty, greasy, and displayed with little attention to presentation. We often saw the same dishes recycled from previous meals, and it was clear that freshness was not a priority. Incredibly, despite being in Mexico, finding authentic Mexican food was nearly impossible at this resort. The dining options felt more like a makeshift operation than a collection of proper restaurants. Adding to the frustration, the breakfast buffet, advertised to open at 7 AM, often didn’t open until 7:15 or later, leaving guests waiting. After the buffet closed, finding a simple cup of coffee became a difficult task. We were repeatedly directed to different locations, only to find no one available to serve us. No guest should have to struggle for basic services like coffee at a supposedly all-inclusive resort. Outside of buffet hours, there was nowhere to find food, and staff offered little guidance other than sending us to empty, unattended areas. I won’t even go into detail on how the last night there (main) restaurant lost its air-conditioning and the heat was so bad. We had to leave our meal early to sit outside. **Service Shortcomings:** The service at the pool was similarly disappointing. On multiple occasions, we waited for drink service with no staff in sight, leaving the bar completely unattended. Even when the bar was operational, it was disheartening to find that alcohol was stored in direct sunlight, resulting in drinks, including tequila shots, being served at an unpleasantly hot temperature. Enjoying a simple drink in Mexico should be a highlight, not a struggle. It became increasingly apparent that guest convenience was not a priority, and we felt more like an inconvenience than valued customers. **Uncomfortable Accommodations:** Our room was far from comfortable, with inadequate air conditioning and a pervasive moldy smell. This issue wasn’t isolated to our room—our friends experienced the same discomfort in theirs. It’s shocking that a resort aiming for a five-star rating would have such poor accommodations. **Management Issues:** Overall, it’s evident that the problems at this resort stem from poor management. The staff seems unorganized and unmotivated, likely due to a lack of proper leadership. This resort does not live up to its advertised luxury status and certainly does not deserve a five-star rating. **Final Thoughts:** While the grounds are undeniably stunning, the overall experience was deeply frustrating. The constant struggle to get basic services like food, coffee, and drink orders left us with the impression that everything we wanted was an inconvenience for the resort. It’s a shame that such a beautiful location is undermined by poor management and a lack of care for its guests. I would not recommend this resort for anyone seeking a true all-inclusive or luxury experience in Cozumel.

This was supposed to be a relaxing time with good friends , have good food, good drinks, go diving and enjoy the beach in Cozumel. We had good friends and good diving experience as Cozumel is beautiful. But there’s nothing luxurious or 5 star about the resort, except for it is located in a beautiful setting. The food was very poor quality and we were served left over from previous meals constantly. I never had such bad experience food wise in Mexico before. AC in the bedroom never cooled it enough. The restaurants were not air conditioned due to malfunctioning. Making reservations for the restaurants was always an ordeal as they alternated on closing them each night and the workers apparently had problems working the system. It was actually more comfortable to sit on the outdoor restaurant by the pool than the indoor one. This during high humidity and 87 degrees weather. I never stopped sweating from the moment I got up in the morning till well after the sun had set. If we needed a nibble or a cup of coffee between meals, we were out of luck! I had to insist and argue over getting a coffee a couple of times at 10:35, after the breakfast service was already closed. All I wanted was a cup of coffee not another meal! I think we definitely over paid for this place and highly recommend you stay elsewhere. I know I will never go back! Also, not their fault, but good to know. There are crocodiles surrounding the property and it’s not safe to go on the beach in early morning or evening. The pool is closed during those hours for the very same reason!

We just spent seven nights at the Occidental Cozumel. We paid for the royal level, and I must admit, we may have been better off paying for a standard room with hopes of being in a building where the air conditioner was working better. When we arrived our air was at 23 degrees Celsius, then by the second day and throughout the remainder of our trip, our room’s temperature had increased to 27.5 degrees Celsius. Needless to say, we were very miserable. After showering, I was already in a sweat before my clothes were put on. This issue was reported to the Royal service desk on several occasions, and, on each occasion, we received different stories and unfulfilled guarantees about it being serviced / fixed. Aside from that, we tried each of the specialty restaurants (and buffet) and were underwhelmed. Drinks also tasted watered down. In addition, we had consulted with Simon at the concierge desk concerning taxis to go downtown. He quoted us a price of $200 round trip, but then denied it once the driver’s price was more. So, that also put a negative spin on our trip as integrity was loss. We did not want to deal with concierge about anything else after that. Moreover, the current photo on the website of the beach definitely needs to be updated! The beach, or lack thereof, looks nothing like it. I guess it has been washed away???? You have a small area to the right of the pool with chairs out, but still it looks NOTHING like the photo on the website! Put it this way, a stroll along the beach would be impossible. On a more positive note, I feel that the workers work hard and try to be as friendly as possible. Room service and maintenance of rooms were also okay. With regards to activities, we wish they had more of a variety. This is the only reason I gave a rating of three. The truth of the matter is we (party of 19) have no intentions on vacationing there again!

Stayed here many times over the last decade. Everything here has been amazing. The location is beautiful! The resort itself is wonderful and accommodates our needs well. The room even with AC going full blast was still a little warm but got much cooler at night when the sun went down. The best part of the resort and the reason we always return is the service and the staff. The staff always goes above and beyond what is needed to make sure we have a wonderful stay. The restaurant staff (Aurelio, Alisa, Eduardo and Juan) were fantastic and made sure our evening meals were amazing. Our room cleaning staff (Magdalena) took great care of our rooms and any special requests we had. The person who helped us the most by far was Sergio. He went above and beyond multiple times in accommodating my wife's very difficult and severe dietary restrictions. Without him, our stay would not have been as good of an experience. Staff like him is the reason we love this place so much!

The waiters, Olga May, Claudia Vargas y Marcos Canul were attentive and wonderful! Service was good :) mixed drinks were delicious. Food was also good, every night was something different! They have pool activities and night shows every night (which end at 10). They have a little nightclub in case you want to keep the night going with dancing fun! Wonderful experience.