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!!

Carley Jasso

I found this resort while looking for a wedding venue. Everything I saw online was amazing.. until we arrived. I spent a year planning a wedding here and cancelled it within 24 hrs of arrival and went somewhere else (The new place ended up saving our wedding). The resort is not well kept, there were flies everywhere, waiters at the dine in place and bar were rude, room service was spotty and the room was unkept - super dirty behind the toilet, AC's in some of the rooms were leaking so bad we had to pile towels, some room keys wouldn't work, even after maintenance did everything they could, there were FLIES EVERYWHERE and all over the food. The cold food and bread were not kept in containers so I don't recommend eating. As far as weddings go, they were cheesy and it looked like the resort rushed set up. There is zero privacy and no places to take pictures after the ceremony (where there aren't other guests). We also paid for the bonfire and noticed they use TREATED WOOD in the fire. So no one could even make use of the bonfire I paid almost 400 dollars for. After the bonfire one of the bartenders asked "whose the man with the wallet" to some of my guests and said "our waiters have been working hard and need a tip" even though several guests did tip!! My friend went to complain and another guest heard the bartender say "F*** that guy". DO NOT BUY FROM THE VENDERS they bring in. I bought a cute ring thinking it was a reliable seller since this is a Hyatt right??? well it was dark and I didn't notice the stone wasn't even set all the way in, I paid $200 for it and found one at the airport exactly the same for $50. Absolutely the worst experience I've ever had at an all inclusive. All of the 38 guests I invited for the wedding stayed and had complaints. Some waited for three hours past their original check ins to get a room, and then find out they hadn't even cleaned it yet and the tile on the ground was broken. They had a daughter who was crawling. Find another place to go if you're looking for clean, reliable, good food, and nice people.

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.

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.

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

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.

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!

Charley Caporina

You guys advertised an outdoor hot tub but then front desk told me it’s a cold water whirl pool(that zero people use) I am rehabilitating from surgery a 3 months ago, so picked this place because it was all adult and no kids crowding me out of a hot tub.. so I thought I am still here so turn on the heat and I will edit this review gladly .. your front desk had a chance to turn it on. And your website does say HOT tub

Paige Woody

This was our 1st time staying at an all inclusive resort, and we were very disappointed with our experience. Rooms were out dated and the matienece of the room was very poor...looked nothing like the online photos. The A/C unit in our room sounded like it was going to rattle off the wall and kept us up almost every night. Money was stolen from our room by a matience staff member, who went through our bags and wallets. Would not recommend this resort to anyone. Most of the food was cold and barely edible. The only good thing about the resort was the activity staff and the bartenders/wait staff.

David

This is my second time staying at Secrets Aura Cozumel, and I enjoyed each time. I can’t say enough about the great staff, who were very courteous and attentive. I wanted more dining options, so I upgraded to preferred Status and enjoyed the food and other perks. The entertainment was good. I noticed some minor inconveniences during my stay, and some noticeable upgrades are needed throughout the resort, but you can see they are working to improve. Overall, it was a positive experience, and I look forward to returning to Secrets Aura Cozumel.

Kirk MacGregor

10/10! We absolutely loved our stay at Occidental Cozumel. This resort is incredible and all the staff were so friendly and welcoming. The grounds are beautiful, picturesque and kept very clean. The food was amazing with plenty of selection for everyone at the buffet and the à la cart restaurants were delicious. Jesus was phenomenal and he made our trip so memorable with plenty of activities all day long. He made sure there was always something to do and made everyone feel included. He brought amazing energy to the pool area throughout the day ensuring everyone was enjoying themselves. Karla, Laura and Victor were fantastic bartenders/servers ensuring we always had the most delicious drinks and that we never had an empty glass. We can’t wait to come back to this must stay resort.

Cindy S

Great resort. Lots of activities: day time they have aqua fitness class - shout out to Millie and Jesus - great teachers; night shows are entertaining. Resort is very nice, lots of plants. Food is amazing: I had freshly made smoothies every morning, and omelettes made for you. A-la cart restaurants are nice too, Mexican, seafood, Mediterranean. Very nice that this resort has beach towel service. There is minor issue with my room for the air conditioner and had to change my room, but it’s all good. The area is safe.

Mohamed al mashhour

We had the pleasure to be served by the great chef Miguel Angel Santiago Aquire who is in charge of the buffet in the restaurant on the beach. He makes a nice varied buffet, very clean, hot and tasty. He was of excellent service to us. When we needed something that was missing or different, he was always ready to help us in delivering what we requested. We have nothing but good words for his buffet and the friendly and efficient.

Sean Davis

Gorgeous resort with caring staff making the best efforts they can to make your stay comfortable and enjoyable. Very well laid out resort making navigation simple and straightforward. The resort itself is extremely quiet and peaceful. The food is delicious! For the limited selections they offer, they do them very well!! The Mexican restaurant is delicious from the first course until the last and the menu is clearly outlined with dietary needs clearly labeled ie. Shellfish or nuts. Our servers were Sergio, Luis and Ingrid. All were very fast, polite and respectful and were a welcome presence during our meal. There is plenty of lounge chairs for everyone at the beach and the area was clean and well kept. The bar staff were very experienced and fast. Antonio in particular was a step above and was my favorite bartender at the resort. Friendly, funny, and kept my drinks full all night, ask for his special shot! It's delicious. The activities coordinator is energetic and full of life bringing excitement to the guests and striving to ensure everyone is having the best possible experience! The rooms are very spacious and clean with cold a/c and restocked daily with beer, water, snacks, and some popular pops.

Hank Muller

The pool area was enjoyable and provided a relaxing atmosphere, though it could benefit from more umbrellas to offer additional shade for guests. The rooms and the rest of the property were impressively clean and well-maintained, which contributed to a comfortable stay. However, I was disappointed with the food options. Despite the website claiming there are 7 restaurants on-site, only 3 were available during our stay, and two of those were buffets. The biggest letdown was the lack of sit-down dining options for dinner. We were allowed just one restaurant reservation for our entire 4-night stay, with all other meals being buffet-style. On a positive note, the staff was exceptional—friendly, attentive, and always eager to assist.

Sakina Huzefa

We just had the best stay at Cozumel palace. The service and staff are exceptional. The resort is beautiful and the ability to snorkel right from the hotel is priceless. This resort does not have a beach - which did not bother us at all. It’s a small resort, perfect in every way!

Дильназ Ериковна

Hello! I am here to share my first impression and experience at Cozumel Palace. What I paid attention is they greet guests with a very nice and warm atmosphere, while we were checking in we got refreshing juices, cold towels and a small flower for me which made us less tired after the flight and ferry. Room was clean smelled good, view was amazing, right after we entered our room we got some special green chocolates (My husband loved them). We loved all the restaurants, breakfast and lunch, but especially Mexican cuisine. During our vacation everyone was treating was very nice, polite. They were ready to help, show what we were looking for and smiling which shows that they were happy to help. We also liked the snack, open bar. Alex (entertainment staff member) was inviting to play volleyball, tennis. We also enjoyed snorkelling, diving( Thank you, Vanessa, if I am not wrong about her name, a nice lady who was so patient with me), shows every evening (dance, live music, magic), spa and swimming with dolphins which we used resort credit. We also had a special dinner for our honeymoon which was organized by the hotel and also thank you Alex(server from steakhouse). Adam(snack bar server). The only moment my husband wasn't happy about was the gift shop located inside of the hotel where he bought himself snorkelling set and the product wasn't good, it was licking water inside , he went back on hoping exchange it with the receipt but, the owner of the shop refused the exchange claimed the box of the product even though it wasn't good and he ended up having a bad snorkelling set which he wasn't able to use. I wish gift shop was more helpful like all the other crew members. Location is great, few times we went for a walk to downtown which was 7-8 minutes walking. Thank you for amazing hospitality, service and hardworking staff. We will definitely be back! I apologize, but I forgot to mention a guy from the gym ,I don't know his name, but the days I was using the gym( november 12-14) he was very helpful and did not even let me wipe the carpet after using it. It felt very nice, he was trying to pay attention if someone needed a help.

Bill Schuller

We arrived on Thanksgiving (11-28) for a 6 day stay here at Cozumel Palace. From the moment we arrived we felt welcomed, and things just went better from here. I wish I could not only rate the service higher, but also rate the food 10 stars as well. This resort set the bar high with services, so high by the time we left we felt like family. It was difficult to say goodbye to aunt Victoria, uncle Jose, my sister hostess for breakfast, and my brother at the Italian restaurant (Gondola). Not to knock Moon palace sunrise, but this is they are owned by the same company, but ran differently. Sunrise is big and has exceptional entertainment that I wish was more of at Cozumel, however we did enjoy the shows they had. Whoever the chef is here at Cozumel did amazing. The Sunrise Italian (Gondola) plus the Italian at the golf course tastes very bland, but at Cozumel we were pleasantly surprised. The food tasted so good, we overindulged. The Mexican restaurant, and flamingos were all very good. The people are also so thoughtful and caring. Our last night after our son spent several days in the dreamery he received a shirt plus a thank you from the playroom girls saying thank you for spending time with us! They also have a special drink with a tequila creme at the Mexican restaurant that I loved (only made at this resort). I can not wait to go back and see the people that made our vacation special. Also, to relive our vacation again food everything. If you are on the fence on whether to stay here or not do it you won't regret it. We fell in love with this resort, and so will you...

Tamra Kanetzky

We booked our Thanksgiving trip before renovations started and we were not told of any renovations until we arrived. We stayed for a week and this was our third year to book at CP. we upgraded our room on arrival for an additional $600 to have an ocean view room which we were very pleased with until we almost used the hot tub in the room but after filling it and turning the jets on, we noticed brown stuff coming out of the jets so we chose to not. We did not anticipate workers working all around us and hearing the banging from our room while they were laying carpet down in the hall. We were not told that the restaurants would require reservations for dinner and it was a hassle to have dinner although the restaurants were not even half full. We were served cold food on warm plates more than once and met with surprise to complain about it being cold. They no longer serve food at the pool. I can understand that rule except it doesn’t apply to diamond members. They were still served food by the pool. I guess things have changed so much that in order to have a nice vacation there, you must be a diamond member at the very least. Worst, the only compensation for the disturbances and inconvenience was if we booked again. Absolutely no care or concern given for this paying customer. I stated my concerns and opinion on their social page so I was removed as a member instead of trying to address the concerns. There are many other options/resorts on the island. I guess Cozumel Palace isn’t a place that I feel valued at. I’m sure another won’t feel the same about paying and returning guests.

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.

Kathy Chyc

We arrived on Sunday and found a clean and we'll organized resort with friendly, helpful staff. The sunsets at the beach were lovely.The entertainment was low key and it was quiet by 1030 each evening. The dive shop was well managed and we were able to get out 4 times during the week we stayed. The beach was clean and sandy, and there were always comfortable lounge chairs at the pools and the beach. The restaurant meals were excellent and the buffet meals were adequate for our tastes. We would stay here again. Thanks for a relaxing and comfortable week.

Jill Trythall

We had a wonderful experience allegro Fuji restaurant. It was the best meal we had during our visit to the resort. The food was delicious and the service from Osman, Ricardo and Rodrigo was fantastic. Very friendly, efficient and professional. We recently paid a lot for a similar meal at home and the food and service didn’t compare to this. Thank you for a memorable meal for our last night in Cozumel.

Lexie Sparklez

We went to the Japanese restaurant while staying here and it was AMAZING!!! So thankful for the friendly staff their hospitality was incredible! Osman was friendly and attentive as was the waitress Sara! The cooking was hibachi style and Ricardo did an awesome job! It was entertaining and DELICIOUS!!!! If you stay here you need to book this restaurant!!!

Cody Trythall

I visited Fuji while staying at Allegro and had Osman, Ricardo, and Rodrigo serve me and my family. Not only was the service excellent but the food was delicious. By far the best meal I had on this trip and they were a great team. I would 100% recommend getting a reservation for this restaurant!

beba golubovic

Our second floor room smelled badly.   We asked and got moved to a first floor room, which was nice.  In the process we learned that all second floor rooms smell badly.  The food is decent, met our expectations.  The Mexican restaurant had a good food.  The oriental restaurant was more for a show than for food.  Never-the-less, the dinner was decent. The landscaping is far too bare for a tropical hotel where the sun is merciless.  Virtually no shade.  We have never seen a hotel playground with not a single tree.  Naturally, during our nine-day stay we have not seen a single kid playing there.  The evening entertainment was well below our expectations. There is not a single sun umbrella on the beach and the beach palm trees are not even close to provide enough shade.  Since my wife has skin problems, we were under the shade provided by one and only beach guard shack.  I had to get up in the morning to move beach lounge chairs and reserve a spot.  Later on, other guests would put their chairs next to ours, which made the spot way overcrowded and unpleasant.