Occidental Cozumel

Katie

Upon check in after traveling all day and taking the ferry from playa del Carmen, we were given wristbands that do not tie or knot well and consistently came untied during our stay. We were never given a towel card either. When we asked to confirm the morning of transportation for one of the Ironman athletes staying with us they had no idea what we were referring to. We had to show her the email we received from Luis at the Occidental offering a limited number of transportation spots for the race morning for athletes and "getting on the list." We tried to confirm our athlete was on the list but she couldn't confirm this and was very non-chalant in telling us "yeah, sure don't worry." After check in we were supposed to be given a quick tour before going to our room however this turned into a 10min conversation about "getting a free VIP breakfast to get 30% off another Occidental stay." Upon asking questions and showing a possible interest we were then asked for a deposit, after being told it's free, "you'll get it back if you show up to the VIP breakfast." We were not interested in putting a deposit down and we told them multiple times we didnt have any free mornings at that time as the others in this reservation were diving and we'd have to see if they could move dives around. After being drilled for almost 10 minutes and trying to convince us we unfortunately had to get stern and say no. At this point we were very unimpressed so far less than an hour into arriving. After this we had to avoid walking past this desk or we were constantly pestered and pressured "are you ready yet to sign up." The room looked fine upon arrival, had an odd smell and the lights were quite dim. The first night my husband and I awoke to the sound of dripping water, this proceeded all night, soaking the floor and multiple towels we put down. I alerted the front desk the next morning and maintenance was sent right away. When maintenance slightly lifted the board in the ceiling, gallons of water poured out. Water soaking the bathroom and into the bedroom. I had to run around picking up anything on the floor to prevent it from getting saturated. This water dripping occured other nights as well, no offer for changing rooms or any compensation. There was a moldy smell and what appeared to be a crack in the wooden ceiling board, ready to collapse at any moment. The food at the buffets and restaurants were very subpar, lacking seasoning and flavor. All the food was quite cold or lukewarm. We had asked several people at reception and the gift shop if they had change to break a large bill (pesos) and their response to us was "this is a gift shop isn't it, are you going to buy something?" The staff overall were very nice and friendly. The grounds were beautiful and well kept with a nice beach area. However I would not come back to this resort or any Occidental.

Alex Lemaire

Overall very disappointed with this all inclusive hotel. Check in was very poor, reception was clueless for transport to ironman event after advertising transport and the tour of the hotel was a hotel staff who walked us to the bar and then spent the rest of the time trying to get us to sign up for a vip breakfast and place a credit card deposit to be sold on a time share. We got no tour of the resort or any information about hours of restaurants or where anything was. Other than check-in process and time share pitch, the service at the hotel was quite good and all wait staff and bartenders were quite attentive and helpful. The room we were given was fine however after the first night, gallons of water started pouring into the bathroom from the ceiling due to the air conditioner. It was fixed the following night however over the next few days, water pooled on the ceiling and mold developed in the bathroom leaving a terrible smell. The food at the buffet is mediocre at best with most serviced lukewarm to cold and frequently running out of items if not there immediately at opening. The restaurants were marginally better but overall the food here leaves a lot to be desired. Similarly for cocktails, most were poorly made and you're better off sticking to beer or wine. The grounds are nice, the pool area and beach are nice and the property itself is well maintained and feels upscale but I won't be coming back. I would rather go back to the Iberostar next door.

Tom Sommer

Occidental Hotel Review Arrival: We were given the wrong room twice. A very stressful start after a long journey. The reception seemed to have no idea which guest was assigned to which room. Wristbands: The material should be changed to something that can be knotted! À la carte restaurant: Our reservation was booked under the wrong name. After waiting for a long time, we were turned away and told to make a new booking. No apology was offered. Room: We experienced water leaking twice — it was already known that water could enter some rooms! The issue comes from the air conditioning in the ceiling, with water running down the wall near the doorframe. Shower: The showerhead is not cleaned properly, full of limescale and green oxidation. The shower hose is falling apart. Mirror: Large mirrors are installed, but everything looks carelessly built and smeared with excess grout. Tip: Put felt pads under the tables! Moving chairs and tables early in the morning wakes up the entire house. Breakfast area: Far too noisy! Only one coffee machine, often out of order. Staff seem overwhelmed. Too long waiting times at breakfast. Dinner: The warming containers don’t work well — food is cold, and variety is limited. At the “Mexican night,” any Mexican restaurant in Germany offers more authentic food. This hotel is definitely not of a high standard!

Greg Spiess

We’ve had a fantastic visit! Both Alberto as the GM of 1st Club and Omar as the bartender/hospitality manager provided superb customer service. The housekeeping staff were also excellent. We loved the facilities and how quiet the resort was. We are definitely planning a visit back. Thank you for a wonderful visit.

Katrina Helm

Sames, Ismael and Jhony Perez were SO amazing tonight and made an excellent flaming coffee drink beside our table after dinner. It was such a great show and Jhony was learning how to do it. Such amazing staff every night, always attentive and caring and Ismael even brought apple juice for the 3 year old in our group without even being asked. Sad to leave, but so very grateful for the experience. Thank you for the fantastic memories!!