Natllely M.

This resort needs major renovations. The rooms have layers of patchwork and a disgusting sewer smell, I was gagging by the third day. “All inclusive” is a let down. Buffet is prison food and there are bees all over the food, poor service. Waiters may or may not show up. They serve pasta, rice, potatoes and chicken or stews. Alcohol is bottom shelf gross. Pool is slippery. Kids slide has mold. There are poop flies and other bugs in the rooms, no kind of repellents on site. Furniture is broken, fridge did not work, coffee is sour. Please save your money and use it elsewhere.

Daisy Acevedo

My son and his girlfriend stayed at this hotel a week ago. Please stay away!! The rooms are full of bugs. They were moved to 3 different rooms and each had its own problem. The food was repetitive and the staff took their time to assist with any issues that they were having. They were told multiple times that “everyone was complaining about the same things” (which was the bugs in the rooms). The beach needed to be cleaned due to the amount of seaweed. This is definitely not a 4 star hotel…I don’t even think it makes it to a one star!!

Tom Howcroft

I took the family expecting nothing but good things...WOW,not so much..seaweed covering the beach & the first 10 feet of water,stinks badly... Water in plumbing is brown & stinks.? Food options kinda sucked,we were expecting some good Mexican food,instead they only served there version of our food...had to go into town to buy 2 burritos & 2 tacos..costs 100..+cab ride. End of trip I got sick. Food poisoning..been in bed 3 days..can't wait for this nightmare to be history...I HIGHLY RECOMMEND..you book anywhere but here...read reviews...have a great trip

Riley Harris

Do not recommend based on the how we were treated by the higher ups. While on a trip, large sliding doors near the bar fell on my wife's leg causing us to have to cancel our plans for the last day of the trip. What did the hotel do to remedy the situation? Apologized, offered a "reservation" to the already included restaurant outside of peak hours (before 6 or after 9), and that's it. Nelly Baas, the lead concierge, offered no sympathy and was outwardly rude. Hyatt and Ana Vargas has given us the run around, refusing to pay a $100 doctors visit to ensure nothing was broken. Manager Antonio Herrera was helpful but ultimately all problems were on the resort as a whole and the people in charge. Now they are saying because we followed the recommendations of the medic of "visit the doctor if it gets worse (which it did, she was unable to walk without pain and the light bruise on her leg and slight swelling turned into most of her calf turning black and blue and ankle swelling up double in size over the following days after returning home)" they should be waived of all liability because we did not immediately rush to the hospital. Outside of the awful response to pure negligence and lack of maintenance. There are only 2 restaurants, the food is average at best, the service is awful, took any where between 15 and 30 minutes every dinner to get a glass of water. The rooms were dated, condensation leaked from the AC when set to anything below 78. The beaches are almost entirely rock for the first 40 of entering the water. While not on the hotel, the beach was red flagged nearly the entire stay so we were forced to endure the lack of ammenities provided on this insanely small resort. Do not be tricked, this is a group of 3 resorts and you are not allowed to indulge in the other 2, even if it includes sitting in a beach chair at an entirely empty beack. Overall, would not visit this chain of hotels again, the lower staff was nice and welcoming but there was a clear shortage in staff. Please go somewhere else if you value your vacation time and money, the "all-inclusive" was not worth it

James Phelps

From a Hyatt loyalist or even globalist perspective this is a mediocre property. Don’t expect Hyatt service culture or elite recognition anything like you’re used to. Though better than the dreams next door it will still be some of the worst you’ve ever experienced. However- if you’re a timeshare member you’ll have a great time! Given the room rates it’s actually not bad. Their alcohol is good and while the food is very mediocre, you get what you pay for. I spend a lot of time at Hyatts and if I just wanted to dive on this side of Mexico I would certainly come back. Hopefully Hyatt service culture eventually trickles down to AMR properties.

Ryan C

Hands down the best trip we have ever been on. The island is beautiful, the hotel is incredible, and the locals were some of the nicest people you'll meet. We weren't sure what to expect but Secrets Aura has figured it out. No wrist bands or constant checking/verifying. Everything was included, from the room service to the alcohol. Sunset view every night. Multiple resorts that you can visit since they're under the same umbrella corp. Whether you're on the beach or walking around the hotel, there's always somebody willing to help. I would suggest bringing a nice stack of $1 bills so you can tip a few bucks here and there throughout the trip. It's not required, but the staff deserves every penny. We're already planning our next trip. Can't wait to go back!

William Decker

This was actually me and my wife's first trip out of the United States, really expected a lot better from reviews. We did not have the preferred club. Was not told about most of the restaurants on site are only preferred club so really did not have much food options to pick from aside from leaving the resort. Also phones were not working so was unable to get room service. Numerous complaints were made to staff. Issues were never addressed until the night before we checked out. Really expected to have some authentic Mexican food. Absolutely none on site. Two of the hotel staff actually recommended leaving the resort to get said food. Spent a full day off resort and had a way better experience. Also seems that if you are not in the preferred club, the staff will just ignore any requests made. For sure planning a trip back to Mexico but will not ever stay at this resort again. Also, any pictures that are on their website are nowhere near what it looks like in real life.

Haylie Stevenson

We came here for our honeymoon and booked a plunge pool suite. We really enjoyed our room and the preferred club amenities available to us. Arbey was the greatest activities director we have ever come across! He made our stay so much fun and was a kind face to run into around the resort. He is amazing at his job!

Tori Kilpatrick

We had an amazing trip and secrets was a beautiful resort. The staff, Samara and Enrique specifically were so helpful and we will absolutely be celebrating my mother’s birthday at this resort in March. The hurricane delayed our check in date and they offered us a free night or a refund for the day. The food and entertainment were exceptional!!!

james romero

My wife and I just spent 6 nights here. We both loved it .. yes its old, yes there are flaws but that is why its so cheap. We go to Mexico 3 times a year and experience different resorts. We are preferred customers with Secrets. This resort did not disappoint. When booking just understand its an older resort with the flaws that come along with it being old. Poos are great, rooms were ok, food was better then avg staff was amazing !

Jorge M

I do not recommend it, very disappointed.!! Paid over 9k to go stay at this place for such a bad experience. The ceiling leaked for 3 nights and made a large puddle of water from the restroom into the living area. They did nothing to fix the issue. I had to use towls and clean up myself. The dry cleaning charges are extremely high priced, they charge per item, and you could not use their machines. The room Instructions say to not put air conditioner temp below a certain temp which is not even cool. The food was very bland, no flavor, the pizzas that are taken out at night are not good at all, it seems they use the cheapest ingredients. From the section. 11 rooms to walk all the way to the beach and pool area was very long, there is a section that had a wooden walkway over some swamp area that is full of mosquitoes. There is a 3rd party service place that is always bugging to try and sell you trips or other excursions, they are very persistent. But my main complaint is that many of the staff would ignore me or blow me off when asking for coffee, silverware, or more towels, this did not happen to the lighter skinned guest sitting at the surrounding tables, this treatment persisted throughout the week with many of the staff from men to women at the dinning areas and workers in the pool to the front office area staff. I had better service from the tour guide we hired from outside the place. I brought it up to the person in the front office but he decided to be rude and argumentative with me. Many of the staff were rude, from the kitchen staff to the male receptionist and cleaning personnel. I will never stay here again and would not recommend.....

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.

Angie Olivares

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.

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.

Anthony Angelo

This was our first all-inclusive resort stay. The resort was clean even despite being renovated while we were here. The staff is very friendly and always helpful. Close to everything you need. Stores, shopping, etc. Would highly recommend.

C R

I booked an anniversary package where I was promised late check out, a dinner for two, and complementary champagne I received none of it. When asked I was told that due to the hotel being under construction the late check out was not available. I had requested a king size bed and received a room with two small beds. I made the request to change room right after check in, and I was told none were available and I would be placed in a waitlist. I stayed for 5 nights and never heard back from them. At checkout I was told there was an option to put the two beds together, little too late. I also got severe food poisoning after eating at the steak restaurant on the second day of my trip ( I had to use their doctor to get medicine and I only ate at the resort). There was a lot of smell of paint, construction noise, and construction materials everywhere. I wish I would’ve known the hotel was not fully open and was under renovations before booking. Only after booking with a none cancellation fee I saw on their instagram that they were renovating. The staff was kind and the girls at the dive shop (specially Vanessa) are exceptional. Other than the staff and the diving crew I was very disappointed on my 3rd visit to Cozumel Palace, I will not be booking again.

Jeremy Manuel

I never post reviews, but now I have to… I booked my honeymoon over a year ago now through the resort. One month before the wedding i received a message saying our stay was cancelled and that we would need to find other options. After many emails back and forth i was finally told that our stay was now fine and that everything at the resort would be available to us. Now 9 days before our wedding I am waiting for upper management to get back with us after receiving another email saying our trip is cancelled again and i have had to make tons of phone calls between their concierge and customer support. They want to transfer us after a year long planning of vacation and expect us to stay in a downgraded room and pay for all transportation changes. My flight is non-refundable and all of the things we planned and paid for on the island are now non-refundable this close to the date. Waiting for this to be resolved. Management will not personally contact us even when asked to speak to a supervisor about our situation. This has been handled very poorly. They said they will get back to me in 24 hours. Leaving me 8 days to plan a new honeymoon in a different destination.

w lund

Been here several times. Food getting worse. Going cheaper. Steaks are very small and very few. Pizza used to be great. Now some of the worst. No one likes it. Used to be personal, fresh ingredients, and brick oven baked. Loved by everyone! Now stale, cold, never fresh and ingredients are different. This hotel was known for its food. Go back to your basics and don't fix it unless it's broke! Your service members, cooks, diamond members, and guests deserve better. Thanks!

bkp05

Me and my wife arrived on 21st May and they welcomed us with flowers and gave us a wet towel and cucumber flavored drink and it was so nice. Every staff member is very nice and whatever we ordered(Breakfast//Lunch/Dinner) from the room they delivered quickly and nice room services and also food was delicious.Also the restaurant was good in Cozumel palace. We went to a gift shop at Cozumel and we bought some gifts for my family. I recently had the the pleasure of staying at Cozumel Palace and it was an unforgettable experience.The most relaxing vacation ever!! Thank you everyone!!!! I can’t wait to return to Cozumel Palace on my next visit. Highly recommended!”

Amber

Had a great girls trip at Allegro resort. The only thing I recommend changing is the food. None of us 8 girls enjoyed the buffet. However, everything else was top notch. We had a blast dancing. Best DJ at the resort by the pool and in the dance club was Angel balam! He’s fun to exercise with at the pool, playing bingo, dancing. Salvador who scheduled all our excursions was amazing! I highly recommend visiting both Salvador and Angel! They make you feel at home.

Trevor Knight

Pros: On the water Away from the tourist areas Reasonably attentive support staff Decent dive shop Cons: Food - got food poisoning Hard beds and pillows Slipped and fell in the lobby after night storms (should have been cleaned up by 11:00) Overall, my experience here was not the best. Their lackluster approach to cleanliness cost me my entire vacation with family and friends. Money comes and goes but I will never get back that lost time spent in my room laying on a hard bed in the fetal position.

Sonia Calton

Angel is awesome. So energetic friendly, we come to Mexico once a year for tge past 6 yrs. He’s the best we’ve had. The activities here are awesome. Our favorite was the volleyball, angel and his staff at the pool are just wonderful. Very patient with all the different types of people here bring it to you at .we will be back.

Tanner Paris

The games around the pool have been the best! Angel is amazing and made the whole experience! Would not have been the same without him. And the bartenders are amazing, very quick and very good! Even when the hurricane came through they’re fun

Simon Waterhouse

The entertainment guys have been amazing start to finish. Looked after my kids and us as a couple getting us up to play Volleyball and play WaterPolo my favourite being winging water balloons across the pool - great fun - What a pleasure to spend 2 weeks with Angel and David and the rest!! Bar staff great too. Happy memories for a long time to come. Thanks all Allegro !!