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“Great visit”

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Casa del Mar Cozumel Hotel & Dive Resort
Ranked #26 of 51 Hotels in Cozumel
Hazlet, New Jersey
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Great visit”
5 of 5 bubbles Reviewed 16 July 2014

My husband and i stayed at Casa Del Mar with a diving group in June 2014. The rooms were clean, towels always replenished. We had a problem with our air conditioner, and when it couldn't be fixed quickly, we were moved to another (better) room right away. We had a large group, and the hotel staff went out of their way to accommodate us all. Not much of a beach in front of the hotel, but the pool area is very nice, and if you are looking for a nicer dive hotel this is perfect.

Room Tip: Corner rooms are the best-larger and with bigger balconies.
See more room tips
  • Stayed June 2014, travelled with friends
    • Value
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
1 Thank Patricia L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, 17 July 2014
Dear guest,

Greetings from Casa del Mar, Cozumel!!

We are very happy hear from you again and we would like to thank you for sharing your review through TripAdvisor community.

We work every day to satisfy our guest needs and to make their stay a memorable vacation and we are happy to know that you enjoyed your dive vacation at Hotel Casa del Mar, Cozumel. We would like to invite during your next trip in Cozumel to visit a beach Club named Nachi Cocom, this is a wonderful beach and where you can have a great time and all our guest have 20% off on their meals and free entrance.

We hope to welcome you again to Hotel Casa del Mar, Cozumel, your home away from home.

Sincerely,
Iliana López
Public Relations & Customer Service Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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513 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (121)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
  • Any
English first
Cypress, Texas
Level Contributor
71 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
4 of 5 bubbles Reviewed 12 July 2014

Belated review! June 2013 with a group dive trip

My husband and I really enjoyed Casa Del Mar last June. We went with a friendly group of fellow divers and had a great time!

Pros:
Front staff and wait staff were friendly and helpful
Rooms were clean
Towels always replenished
Beds were comfortable
Food was really good for it being all inclusive/for the price- chicken dishes and queso was tasty!
Dive service with the hotel was outstanding!
Nice area on the patio to hang dripping gear

Cons:
No beach. There is a mini manmade sandy spot on the pier (take the bridge across the street) three to five beach chairs but that is it. This seems to be a hotel for divers.
Gear lockers were across the bridge/street and extremely accessible from the street with only a lock and plastic basket for protection. Made us nervous so we ended up carrying our gear to and from the hotel everyday.
Liquor is not included. Like I said. Hotel for divers.

All in all, if there were a few drinks included and Casa had a beach, the rating would be higher. But we went for diving, so as a dive hotel I give it a great rating!

  • Stayed August 2013, travelled with friends
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Lorelai84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, 16 July 2014
Dear guest,

We would like to thank you for your time to send us your review through TripAdvisor.
We are happy that you have choosen Hotel Casa del Mar for your dive vacation. Certainly we are an hotel dive & resort and we are proud to receive each year several groups of diving.
As you mentioned, we have a manmade sandy spot, now we have more beach chairs in the area. We are aware that our beach are is small, due this, we have an agreement with a bech club named Nachi Cocom that is located 12 km to the south from the Hotel, where all our guest have 20% off discount in their consume. They have a wonderful beach, natural sandy, palapas, beach chairs, jacuzzi, pool are and amazing restaurant service… I recommend you to visit during your next trip in Cozumel.
On other hand, the meal plan package that we offer includes liquors, I’m impress about why in your package wasn’t included, however, I invite you to look our website in the section of meal plan information, there is mentioned what kind of liquors are included in the package and that we are the only Hotel that serves brand name alcohol and beers in a bottle.
However, we are happy about the rating you have provided and we will make an effort to improve our services and facilities.
Once again thank you for your preference, we will be glad to be at your service again in a near future and we hope your stay will be even more enjoyable.

Have a good day,

Iliana López
Public Relations & Customer Service Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
Level Contributor
24 reviews
common_n_hotel_reviews_1bd8 23 helpful votes
1 of 5 bubbles Reviewed 12 July 2014

DON'T STAY HERE IN JULY!
When I stayed at Casa Del Mar in early July of 2014, there was around 40 high school kids staying there for the entire month, taking a course for a summer credit. The girls were well behaved and quiet, but the boys were out of control! It was like being in a frat house! Constantly slamming doors, cigarette smoke wafting into rooms from all the smoking in the courtyard, yelling, passing footballs from floor to floor across the courtyard, and ridiculous noise levels at all hours of the day and night.
We complained to hotel management several times, but they only offered to move us to different rooms. This would have accomplished nothing, since all the rooms open to the courtyard! Otherwise, management would only refer us to the kids' chaperones.
It was clear than since this group had booked a large number of rooms for an entire month, the money the hotel was raking in from it weighed more importantly than our measly 7 day stay.

I personally talked to one chaperone twice with no results. Then a couple of days later, after being awakened by a football slamming against the room door and awakening him, a friend was totally fed up. He went down to the lobby and absolutely went off on one of the chaperones. The result was said chaperone coming to the room later that evening with an envelope containing $1000 pesos, saying the money and accompanying apology note were “from the kids”... The money was refused, and it was politely explained to the chaperone that the issue was not about money, it was about simply wanting a relaxing vacation.
That night things were quiet but the noise resumed again the next night and continued until we checked out the following day. So much for that apology being sincere!

The chaperones and one of the hotel MODs admitted there had been a lot of other complaints from guests about the noise (though probably few as angry as my friend's) and yet we were told by several employees that THE SAME GROUP IS ALREADY BOOKED AGAIN FOR NEXT JULY. To me, that says the hotel is more than willing to let the vacations of their other hotel guests be ruined in order to score a big group booking during slow season.

I booked at CDM based on TA ratings and recommendations, so the place is probably great the rest of the year, but if you are booked to stay at Casa Del Mar during the rest of July 2014 or in July 2015, do yourself a favor: Cancel and stay someplace else!

  • Stayed July 2014, travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
9 Thank Eno G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, 16 July 2014
Dear guest,

First of all, we would like to thank you for taking your valuable time for sharing your review and impressions about your recent vacation through TripAdvisor.

We are very sorry because of the bad experience that you had at the Hotel. These observations will be treated with the utmost interest with the Group Coordinator over again, due this group is a Academic group and it is not a spring breakers group. We had a several meetings with him before and after arrival of the students. Unfortunately we can see again through your comments that the students didn’t respect the policies we have; We will expose to the coordinator about this and the consequences that we have had.

Kindly be advised that our guest are the most important and We care about the comfort, safety and accommodation of them, is for this reason that we make a plan in advance to avoid complaints from the guests. I’m taking note about your review that it will be exposed to our General Manager and we will improve the plan to use with this kind of group.

Please accept our apologies for the inconveniences that you have experienced. Once again, thank you for your confidence. Comments from our guest is the best way to know what specific points we must focus our attention on to improve.

We hope you can give us a new opportunity to be at your services in a near future.

Best regards,
Iliana López
Hotel Casa del Mar, Cozumel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Arvada, Colorado
Level Contributor
87 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
3 of 5 bubbles Reviewed 10 July 2014

If you're looking for a moderate priced hotel with access to a pier for diving this is a good option. The staff as wonderful, helpful and cheerful. Rooms were clean but nothing fancy. Our room was a strange shape - kind of angular and was small but workable. Light bulbs were burnt out and after the second day our air conditioner didn't work so we had to pack up everything and move to a different room. There is nothing fancy about the rooms. There is a small balcony for hanging wet stuff and looking out over the pool, garden or ocean. There are no elevators so if you're hauling dive gear, get used to hauling it up and down stairs. This is an all inclusive type of hotel so we chose to have all our meals included. That wasn't such a great deal. Breakfasts are ok - probably the best of the meals. Lunch and dinner have repetitive menus and if you don't eat meat, the choices are extremely limited. The food is not all that great. After the third day, we chose to eat elsewhere. (Paprika's just a few doors down is a good option). The hotel is too far to walk into town for meals and taxi rides are about $8 each way. If you are a diver, there is a pier and dive shops over the bridge (across the street). We used Cozumel Marine World and were very pleased with them. One drawback is the storage of dive gear. You can leave it in a basket in their locker room which isn't locked at night but you can bring a padlock or buy one at their dive shop to lock the basket. We chose to lug our gear to the room, which means you have to haul it up over the bridge and up the stairs to your room. We just felt better hanging it up to dry each day and have it in a secure location. Wifi is ONLY in the lobby - not in the restaurant, not in your room, not by the pool. All in all, it was fine for accommodation and diving but can't recommend the food at all - but the inclusion of liquor/beverages as part of the package was nice to have. Would I stay there again? Perhaps, but I would look around first for other deals.

  • Stayed July 2014, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
Thank walkfree
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, 12 July 2014
Dear guest,

Behalf all our staff at Casa del Mar, we would like to thank you first of all for your prefenrece during your visit in Cozumel and thank you for taking your valuable time for sharing your review and your experience through TripAdvisor.

For us is important to know how was your stay in Casa del Mar and what we can do to improve our services.

We hope you can give us a new opportunity in a future during your next visit in Cozumel.

Once again thank you.

Have a nice weekend!
Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Thunder Bay, Canada
Level Contributor
192 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 87 helpful votes
5 of 5 bubbles Reviewed 10 July 2014

A gem of a hotel. Hotel caters to divers and offers whale shark excursions! Great seafood. Wifi in the lobby for free. Beach is perfect for shore dives and night dives. Rented a bike and went down to Money Bar for lunch and snorkelling. Snorkelling was better by Casa del Mar. Biked downtown. The whale shark excursion was out of this world! I took an excursion to Tulum. Check out Sunday night at the town square for great music, dancing and food.

  • Stayed June 2014, travelled solo
    • Value
    • Rooms
    • Service
Helpful?
Thank ancientmoods
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, 12 July 2014
Dear guest,

First of all, thank you so much for sharing your review and your experience through this media.
We are very happy to know that you enjoyed everything in Cozumel and Casa del Mar. The Caribbean have wonders to offer you and it’s a pleasure to hear that you discovered some of these wonders. We will be glad to see you again at home during your next visit in Cozumel.

Once again, thank you! See you soon….

Have a great weekend!
Iliana López
Public Relations & Customer Service Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
3 of 5 bubbles Reviewed 8 July 2014

Aside from a major snafoo at check-in where there was an enormous communication barrier, the hotel itself was decent. It is certainly not what I have become accustomed to, however for what we needed it for (sleep and a place to store our luggage) it was fine.
Restaurant: Breakfast choice was scarce - $7pp was a decent price, choices were fresh fruit, leftovers from previous nights dinner, and an omelet station.
Lunch: didn't use
Dinner: standard menu items - some Mexican choices, seafood, and burgers. a little pricey considering.
Bar: happy hour is only from 5-6p, we missed it every day. Drink prices otherwise were pricey. $9usd for a pina colada.
There is no direct beach access, meaning you cannot be laying out and go cool off in the ocean - unless you count walking across a pedestrian bridge, down two flights of steps, another 100 steps down some stairs into a rocky entrance to the ocean good access...

We were there while the Canadian exchange students were there, which we've read many reviews stating that these kids are not very well behaved. I have to admit I was a little worried, but was pleasantly surprised that I rarely noticed they were there. The only annoyance I experienced with them was a few occasionally smoking while in the pool and surrounding area.

Rooms were cleaned nicely -- we just didn't get the room we reserved, which led to a very rocky start/experience. Because of this, I cannot rate the hotel higher or recommend.
The hotel offers the most affordable all-inclusive I have ever seen - $39/night pp. We did not use this as we wanted to eat/drink other places.

While the shore diving isn't phenomenal it is nice - use Dive Concierge located at the end of the pier in the hut. We did 4 tank dives, $20usd

With the mishap at check-in, travelocity shows 4 guests for the room we chose. When we got there the hotel charged us $48/night extra for my husband and 24yo daughter. There were only three of us total -- so what we thought was a great nightly rate turned out to be not so much of a deal, another reason we chose not to use all inclusive package.

Eats: Paprika's. LOTS of FREE Wi-Fi. Avoid free tequila samples-unless you want to come home w/TEQUILA! Diving: Deep Exposure Diving - Roger is fantastic!

Room Tip: Pay attention to room occupancy limits. We had 3 adults (myself, husband, 24yo daughter) - room stat...
See more room tips
  • Stayed July 2014, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
4 Thank Renée B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, 17 July 2014
Dear Guest,

Greetings from Cozumel!
First of all, I would like to thank you for taking your time for send us your review about our facilities and services through TripAdvisor.

We are very sorry for don’t satisfy your expectations during your stay in July. I have reviewed the information of your reservation that you made one week ago and I saw that the category room that you reserved is the category room that front desk provided you. On other hand, it was in single occupancy. I was reviewing the information about travelocity and we found that the rates in double or triple occupation are different (The property Hotel Casa del Mar through travelocity doesn't allow make reservation for more of 4 people in the room). Certainly, when you change the number of person in the page, “apparently” the page shows the same rate but when you click in the “book” option, you will see the price according with the number of people in the room. Kindly, be advised that the hotel respect the contract with the agency and the information of the booking that they send to us, is for this reason that the Hotel keeps the right to collect the extra person that it wasn’t booked in advance.

Once again, thank you for all your comments, and we hope you can give us a new opportunity to be on your service in a near future.

Sincerely,
Iliana López
Hotel Casa del Mar, Cozumel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
5 of 5 bubbles Reviewed 7 July 2014 via mobile

Staff was exceptional, very friendly and informative and accommodating no language barriers. Facilities were clean and comfortable and handy for our dive group. Food was very tasty and affordable. Great accommodations for large groups

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Flo-Ann T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, 9 July 2014
Dear guest,

Thank you so much for taking your time for sharing your review through TripAdvisor community.
We are proud about all your comments, specially because we have a guests that value our job like you. Thank you for your preference, we will continue to work in our efforts to improve our services to our guests.

We will be happy to see you soon in your second home Hotel Casa del Mar, Cozumel.

Have a great day,
Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Casa del Mar Cozumel Hotel & Dive Resort

Property: Casa del Mar Cozumel Hotel & Dive Resort
Address: Carretera Chankanaab Sur Km. 4 | Costera Sur, Cozumel 77600, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool
Hotel Style:
#14 Top resorts Hotel in Cozumel
#16 On the Beach Hotel in Cozumel
Price Range (Based on Average Rates): £
Hotel Class:2.5 star — Casa del Mar Cozumel Hotel & Dive Resort 2.5*
Number of rooms: 100
Official Description (provided by the hotel):
Hotel Casa del Mar Cozumel is a charming Mexican hideaway facing the magnificent Caribbean Sea. Situated across the main boulevard with 98 comfortable rooms and eight recently restored Deluxe Cabanas, the property is surrounded by beautiful and exotic garden area with a Mexican town feeling. Casa del Mar Cozumel is located two and a half miles south of downtown, less than five minutes away from the famous "Paraiso" reef. Our hotel is ideal for vacation, business, honeymooners and divers. ... more   less 
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Also Known As:
Casa Del Mar Hotel Cozumel
Casa Del Mar Cozumel
Casa Del Mar Resort Cozumel

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