Occidental Cozumel

Rhonda Pruitt

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!

Michael J. Sammut

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.

Suzanne Morrell

We stayed for 10 nights this trip. It was NOT our 1st time here - the 1st time was 3 years ago just after everything opened back up post covid. The resort is beautiful, however different from the last time we were here. A storm damaged the beachside area, and repairs have not been done yet--not sure when/if they plan to. I heard it rumored that the Mexican government will not allow the resort to haul in sand to replace the beach, either way there is still a small area to either the right or left side of the main pool you can utilize to access the beautiful ocean! My husband says it's better because the sand was leveled out, and there isn't a steep drop off any longer but instead a gradual deepening of the water for quite a way now. Both my husband and I enjoyed the adults only pool and enjoyed the cabana beds placed around the perimeter that were NOT there 3 years ago when we visited. The pool is in need of maintenance, though, and I so hope they keep this pool open & adults only as it was enjoyed very much. The rooms are adequate but not what I would consider 5 stars. The beds are comfortable, and you do have a large shower and a bathtub should you desire to soak. There was a refrigerator in the room, but unfortunately, it didn't get adequate air circulation to cool effectively unless we propped open the door to the cabinet it was stored in with a towel. The maid service was excellent, keeping it room clean and tidy the whole time. I did not catch her name, unfortunately, but she was awesome. Since this resort is an all-inclusive, most people ask about the quality of the food. They're are 4 restaurants on the resort, however when we were there they had El Cedral-- the seafood restaurant at beachside closed down and were having select nights during the week where the menu would be served at a different location(La Posada). The food was on par. However, we only had El Cedral's menu one night out of the 10 nights. Los Olivos was by far our favorite restaurant. They were only open for dinner/ supper(late meal of the day) by reservation only. They consider this restaurant their Mediterranean restaurant. Donny (the manager) was very accommodating and pleasant. Jorgo, Ana & Juarez were the waitstaff on the last night we visited and were great as well. The other restaurants were La Posada-- where breakfast and lunch and occasionally the supper buffets were served and El Lindo, the Mexican restaurant. Again, the food was adequate, and the egg/ omelet station during the breakfast hours was well received. I'm a diver and ate breakfast very early (7am), and most mornings, the egg station cook did not start in time for me to partake. Final takeaway: For the money we paid $150/night, the resort was a good value. I would think that if they were to charge a higher rate, I would choose another option. We have vacationed at 2 other resorts in the area on our 8 trips to Cozumel, and if I'm not mistaken, this was our 3rd trip to the Occidental. If the price is right, we would return.

Evan Lowther

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!

Carmen Romo

Just returned from a week at Occidental Cozumel. I stay there a couple of times a year. I always book the Royal club and it is fabulous! The grounds are gorgeous. It is in the jungle so bring plenty of mosquito repellent! The rooms are spacious and super clean. I have never had a problem with the a/c. The beach is a bit eroded but there is still plenty of room left to the right of the pool.