Occidental Cozumel

Sheila Hernandez

I recently stayed at this hotel and had a mixed experience. The staff were exceptionally welcoming and friendly! The breakfast and dinner options were good, unfortunately the lunch restaurant didn’t meet the same standards. The food options were limited and the quality felt average compared to the other meals. The location is amazing. Being surrounded by nature and the beautiful mangroves was a unique and peaceful experience. The beach was small but it was nice. The rooms were spotless and well-maintained. It was clear the housekeeping team took pride in their work. However, the towel system was not efficient. We had to leave a card to get our towels and by the time we were done using them, the staff who would exchange the towels for the cards was not there anymore. Additionally, the towels were not as clean as they should have been. The cups provided by the hotel, either from the adult beverages at the poolside/beach or at the restaurants, were also not thoroughly cleaned. I ended up with a skin infection and stomach infection during my stay. This was a major disappointment, as I’ve never had such issues before.

Michael Burton

We stayed at Occidental Cozumel from May 26–31 and enjoyed some aspects of the trip, but several issues held the experience back. Positives: The property is stunning and well-maintained. We loved the snorkeling excursion booked on-site — very well-run and a highlight of our trip. The evening entertainment was also lively and fun. Negatives: Food quality was disappointing, and service was inconsistent. One morning we waited 25 minutes for coffee at breakfast. Although five dining options are advertised online, we were only allowed to book two for our 5-night stay — very misleading. Access to the sauna and gym required a reservation, which wasn’t clearly communicated. Worst of all, a power outage on our last morning left me in the shower with no water for 30 minutes and no staff support. Overall, a beautiful setting but not the seamless resort experience we had hoped for.

Joanie P Desaulniers

We were at the resort from March 14 to March 21 and me and my boyfriend had an amazing time. Beautiful resort well maintained, lots of vegetation and wild animals and birds. The view is beautiful from the pool/beach. Rooms were nice and clean. Good food especially at the beach buffet La Posada for lunch (they offer different kind of ceviche!). As for à-la-carte restaurants, we did not like the food at the Coral tho a lot of people we spoke to liked it. We really liked Los Olivos, especially the salad bar, but the staff were disorganised. And a special note for La Piazza for late night snack; good pizza and good dessert! But what makes the stay so great is the staff, they are very welcoming and incredibly helpful. Special shoot out to the staff at the concierge desk (Royal) Maricruz, Omar and the other lady whom I forgot to write her name! (sorry!), at the buffet team Captain Shany who did an amazing job at making us feel like special guests, hostess Brenda and Sofia who always received us with a smile, waiters and waitresses Angel, Julio, Isandra, Karina and Carla (I know I'm missing some names, because they were all wonderful!), bartenders Jose, Johnny and Dany who made really good drinks, bell boy Johnni who was our first contact into the resort and instantly made us feel welcomed and the maids who made sure our room was always clean and tidy. Thank you all for making our stay so enjoyable and memorable! One last thing for the management: it was very difficult to get change for tipping as the ATM distributed big bills. That's definitly something to improve for guests experience.

Julio Pacheco

Location ⭐️⭐️⭐️⭐️⭐️ Beautiful setting with easy access to the beach, pool and restaurants. Service ⭐️⭐️⭐️⭐️ Staff were friendly and helpful overall, though not always consistent. Rooms ⭐️⭐️⭐️ Comfortable but the AC was frustrating—wouldn’t cool below 77°F, which made sleeping difficult. No elevators can become a challenge with lots of luggage. Food ⭐️ This was the biggest letdown of the stay. Buffet restaurants had poor-quality food with limited variety, often served cold, and the dining areas were uncomfortably hot—clearly lacking attention to quality and comfort. Specialty restaurants were a step up, with better food and cooler environments thanks to working air conditioning. Overall Experience Still had a good time thanks to the location and activities, but you’d need to plan to eat off-resort unless you’re okay skipping meals. Probably going to lose weight from avoiding the food.

Philippe Giacomelli

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.