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“Average food and uninterested waiting staff (from a UK visitor)”
Review of Occidental Cozumel

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Occidental Cozumel
Ranked #21 of 52 Hotels in Cozumel
Sleaford, United Kingdom
Level 4 Contributor
32 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
“Average food and uninterested waiting staff (from a UK visitor)”
Reviewed 14 October 2013

We visited OG Cozumel for 2 weeks in September. We chose this resort mainly due to its diving locations.
Hotel:
The hotel, gardens and grounds are in a great setting with lush gardens that are well maintained. We caught the backlash of the tropical storms that caused devastation on the mainland, so the weather was cloudy/sun/rain and storms. We had room 1236 (on the top floor), and I would recommend asking for a top floor room as the floors are tiled and the cleaners and guests dragging furniture around makes a hellish noise, so top floor best to mitigate this. Views slightly better from up there too. Building 12 was, we thought, a good spot, couldn’t hear the entertainment or nightclub noise, and not too far to walk for evening drinks and meals. One thing I really think is required is some sort of clothes hanging maiden for dive gear in each room - it is after all a place filled with scuba divers, so why not make it easier for them to dry their kit etc. Our ceiling leaked for 5 days due to the stormy weather, had to use a towel to soak up the water. The hotel buildings in general need more maintenance - peeling paint, broken tiles, cracked floors and general wear and tear all need many more man hours to make the place look 5 star again. The outside lights for building 12 kept tripping out, once we had located the fuse box it was easier to turn them back on ourselves rather than keep reporting it to reception. There is plenty of wildlife to see around the grounds, making the walk to and from the rooms, restaurants and pool/beach more interesting. I have attached a picture of the hotel map, which may be useful. The pool and beach areas were clean, and plenty of room so no need to get there early to bag a sunbed!
Food:
I thought the selection to be small, and (even though I am far from a fussy eater) got bored of it all after 3 or 4 days. The evening buffet really got dull, with the same 'meat with sauce' dishes constantly on offer. Not all the display stands in the buffet were in use, so I guessed they had trimmed it down as the resort was not at its busiest. The hot plates weren't hot enough, and so a lot of the side dishes were lukewarm at best. I was hoping for some spicy Mexican food dishes, but alas it was tamed down to suit the US palate, and everything was pretty tame. The desserts were cheap and synthetic. The lunchtime buffet at the beach club was much better, and even though there were more 'meat with sauce' dishes they were much tastier, the salad selection was very good, there was good fresh bread and of course the obligatory hamburgers, which were actually quite tasty compared to some other dishes on offer. Again, things like fries, rice and pasta on the hotplates were lukewarm some of the time. Breakfast buffet was OK, usual items on offer, and the egg chef lady did rustle up a good omelette, even though she was grumpy as. Coffee was naff, and as I love coffee I missed a proper cup. Pizzas after 9:30pm were a welcome change from buffet food, we would order a selection with friends and share them out. We enjoyed the restaurants, particularly the Mexican restaurant as the food was hot, and had varying tastes. The menu was the same for both weeks, and so did get boring once we had tried all the dishes - changing the menu once a week would be logical, would it not?
Staff:
A lot of people complain about the management and reception staff, but we had no problem, and found the front desk staff to actually be very helpful, apart from sending us to find our own room at check-in. The bar staff throughout were very good - friendly and approachable. The beach club staff at lunchtimes were really good, drinks and refills always offered quickly, but we did notice the restaurant manager was always present at lunchtimes, so maybe this had something to do with it. The restaurant staff were also really good, especially a bloke called something like Arturo in the Mexican place who was a star. THE WORST STAFF BY FAR WERE IN THE EVENING BUFFET and I really hope the management read this and do something about it. Sometimes we would be ignored on arrival, so had to find our own table, obtain place settings, napkins, cutlery etc from other unoccupied tables, and wait ages to be offered drinks. It was just NOT ACCEPTABLE. We would then have to move our used plates and dishes onto other dirty tables, as they had not been cleared in-between our courses. The staff were RUDE, and obviously not doing their jobs as they should be. The pizza bar from 9:30pm to 01:30am was EVEN WORSE. As an example, five of us went for pizza at around 10pm one evening, we were ignored for 15 minutes, so we asked to be seated. We were then offered a small table usually used for two people, with one chair just stuck on the corner and no extra place setting. We asked for a large table, and the waiter said no several times, refusing to even make eye contact. This made us all a bit angry, so we pulled two tables together ourselves, obtained our own place settings and sat down. We were then ignored for a further 30 minutes, so two of us went back through to the bar to get our own drinks. The friendly chap on the bar asked us why we were doing this, we told him and he served us drinks and came back to the buffet with us to find out what was going on. Eventually our pizza order was taken, and only after this did the useless waiter come back later to ask us for our drinks order. The pizzas took ages to arrive, but we enjoyed them all the same as we were pretty hungry by this time. The waiting staff seemed hell bent on getting all the tables set up for breakfast as soon as the evening buffet finished at 9:30pm, and eating pizza with a table set with jam and marmalade is just no good. The pizza service is advertised as 9:30pm to 1:30am, and the tables should be laid accordingly. This terrible service was a common theme when we used the buffet, and that along with the average food made it really poor. We tried to use the restaurants as much as possible, and if we hadn’t got round to making a reservation we were never turned away if we just turned up looking hungry.
The cleaning ladies did a really great job keeping the rooms lovely, clean and tidy. The entertainment staff were a mixed bag for us, the lady that was on during the day by the pool (Jeanetta I think) was wonderful, friendly and organised, but one of the blokes that did the towels was a real miserable tike.
ATM:
Take US$ in small notes for tips and cash purchases. The ATM charges you $17 per withdrawal, which was extortionate, and the thing broke half way through a withdrawal, so we are having to dispute this with our UK bank. You can use pesos, but it turned out US$ are preferable. There is a US$ and a Mexican pesos ATM.
Bars and drinks:
Good bar staff, we had no complaints. They offer international brand drinks, so there were things like Morgans Spiced, Bombay Sapphire, Jamesons, Stolly etc on offer. Drinks served in plastic glasses, which we thought a bit naff. However they kept running out of the good brands, deliveries are every two days, and they would only order one bottle for each bar, so this would run out after a couple of hours, leaving you back on the local brands. They need to order more, and by the sounds of it they know this but choose not to do so.
Nightclub:
As there was no noticeable air con in any of the bar seating areas, we took to sitting in the nightclub to cool down after dinner. Music selection OK, pool table always busy, but all in all not too bad. Outside the front door absolutely stank like a blocked toilet though.
Timeshare:
As many other reviews have stated, these sharks hound you. They phoned our room shortly after arrival, and we thought they were just hotel staff inviting us to a welcome meeting to make sure we knew where everything was. The actually waited for us outside our building one morning, and escorted us to the desk to show us how much discount we could have on excursions and diving. We didn’t click, and only when they said we must attend the 90 min presentation did it sink in. Good job it was raining that morning. They even sent someone to sit with us through breakfast, it was pathetic. We told them we weren’t going to buy right from the start, sat through photos of other OG resorts, had a quick tour of the Royal Club facilities, and daydreamed through some scrawled prices on a sheet of A4, said no again and then left. We did get our dives for $28 each as opposed to $35 each, so for us it actually wasn’t too bad. It is just the underhand way they go about it that annoyed us and seems to have annoyed just about everyone else that has left a review. I lost a bit of respect for this resort chain after this experience.

In summary, Cozumel is a lovely island with world class diving, and I would choose another hotel if we were to return – The OG is just not up to scratch, there will be better hotels elsewhere and the buffet waiting staff really need a massive kick up the backside.

Room Tip: Request a top (3rd) floor room
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  • Stayed September 2013, travelled as a couple
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Helpful?
6 Thank KateMate523
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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New Mexico
Level 5 Contributor
86 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 79 helpful votes
Reviewed 13 October 2013

This is a first rate resort. We had a bit of a fiasco checking in and that customer service - ONLY - at that time was not so great. But as a business owner myself, we all have not so great moments on customer service...it happens. What matters is how you fix it and apologize to your customers/guests. After the check-in fiasco the manager and staff took EXCELLENT care of us. Told us why the fiasco happened - which was a perfectly acceptable and reasonable reason - and made every effort to make our entire stay magical. And they succeeded.
We had the most wonderful, magical, relaxing, FUN and happy stay. EXCELLENT staff and manager - they really understand the hospitality business and provided a wonderful wonderful trip for us. We will go back and would recommend this resort, manager and staff to anyone and everyone.

  • Stayed September 2013, travelled as a couple
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Helpful?
2 Thank Chase41
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Northampton, United Kingdom
Level 3 Contributor
13 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 11 October 2013

We stayed here for 10 nights for our honeymoon from 28th Sept to 8th Oct 2013.
I will start with the bad:
1. Travelling from Egland we had a very long journey, a 9 hour flight followed by a taxi ride, a ferry ride and another taxi ride. This we could handle and obviously nothing to do with the hotel, however, they knew where we were travelling from, we arrived late and had been up over 24 hours with a 6 hour time difference thrown in. When we arrived we were exhausted, hot and hungry. We were greeted by the reception desk with a very quick welcome, an offer of a drink and then quicky sent on our way with no real direction or assistance other than your room is 'that way'. We had a map, but having never been here before and being so tired and also dark, we got lost straight away. We then fell into the arms of the timeshare staff! Unaware at the time as to who they were, we thought they were the hotel staff.
2. Timeshare..... We were greeted by a very friendly, over the top sales person. He did show us to our room building, would have taken us ages had he not shown us! At first we didn't realise that he was part of timeshare, being late in the evening I didn't think they would still be around waiting to hound people. I had read the reviews on here before going so was aware to look out for them. It wasn't until he left us saying he will meet us in the morning that another guest told us who he was. I was then quite dissapointed that he wasn't the friendly member of hotel staff I thought he was, assisting us to our room. We were literally left to this guy, and to potentially get lost! The following morning we had a phone call to our room from a lady saying we need to attend a meeting to bee shown the island etc. We initially thought this was our personal rep who we had personal contact with as she was due to contact us. Again very dissapointed when we came out of our room to be greeted straight away by the same guy who pounced on us the previous night. We were directed to the main lobby and given a gift, a porcelain mayan calendar. My back was up instantly as I knew what was going to happen. He instantly started going on about how he can get us deals on the excursions we wanted to do and kept dropping the price each time I said no. I told him we had our own rep who we will be booking our excursions with, he then went on to tell us that we don't, that we are on our own on the island with no one to help us but them! He said 'I work for the hotel' and pointed at his badge then called over his 'manager' got given a piece of paper with lots of peoples names on, pointed to ours and said see, you have no one. We instantly said no thanks and yes we do have someone and got up and left. This did not stop them hounding us for the rest of our honeymoon. Each morning they wait outside your room building and practically chase you to breakfast, and lunch and anytime you left your room! I ended up shouting at them that we had booked and to leave us alone. Occidental, this ruins peoples 'relaxing' holidays! We were on our honeymoon and did not need or want this! It put a downer on our first few days and we felt nervous to leave our room and come anywhere near the main lobby or restaurants!
3. Food..... Food was terrible. Everything in the buffet at breakfast and dinner had the same bland taste with food being 'recycled' over and over. There was hardly any option and further into our honeymoon we had stomach cramps everyday after eating. Lunch was ok, more choice but the same everyday, hamburgers and chips. I did enjoy their ice cream though which was great with how hot it was. We booked 1 reservation at los olivos, it was our 3rd night and booked with Riccardo, I had been exchaning e-mails to Riccardo for quite a while before our honeymoon, asking various questions etc, he knew it was our honeymoon and who we were. However we were greeted with no smile, no happy welcome considering this was the first time we saw him, he quickly booked us in and then proceeded to carry on the telephone, I asked how to book for other nights and he just told us to come back tomorrow as they are doing things differently. 2nd impression of management staff - poor. The following day we found out that they were closing the buffet restaurant, I guess because there was hardly any guests there at that point, so we were to eat in the reservation restaurants for the next few nights, with the same menu in both restaurants each night! This got very boring even if the food here was nice.

Now for the good.
1. The resort is AMAZING! Very well kept and beautiful. The walks to the pools, beach and resturants were never boring with various types of wildlife to be seen everyday. We saw lots of iguanas including the huge orange one people talk about, he hangs around the relax pool around 2 - 3pm. Wild boar/pigs, turtles, snakes, frogs, cats, lots of different birds, crabs.
2. The room we had was top floor, room 1635. Building was positioned perfectly in the middle of everything. Room was very clean and huge. Massive bathroom with a very powerful shower. I was worried about the bed after reading past reviews but we both slept very well with no aches, I have back problems and found that the firmness of the bed helped, I had no back pain the whole time we were there, now to find a matress similar for home! However, don't think the bed was as hard as some other reviews make out, my husband is picky and slept well. Try to get a top floor room, I requested this in advance via e-mail to Riccardo, you have amazing views! Air con worked well the whole time and helped us cope with the afternoon heat. There were a few power cuts while we were ther but came back on quite quickly.
3. Staff. All staff except management we found to be very friendly and go out of their way to help and entertain you. Everyday we had a towel creation on our bed, we tipped every other day and found didn't get any difference to when we didn't tip. Entertainment staff, especially the guy who would be at the pool everyday doing volleyball, water aerobics etc was amazing! He really made us laugh and very friendly. The staff work very long shifts but did not let this affect the way they were. However saying that, a couple of times at breakfast, because we didn't tip as didn't get any service, found to be completely ignored, they would walk right past our table and assist other guests but not us, and I noticed that these guests didn't tip either! I know you have to tip but to not serve us at all one morning was not on. It only happened a couple of times and once they recognised that we had been there a few days and do tip just not all the time, they were friendly again.
4. Beach and pools. AMAZING, stunning and very clean. We didn't go diving or snorkling as have not done this before, so just did a little snorkling on the beach, saw plenty.

All in all a great honeymoon despite the bad, had lovely walks on the beach to both resorts either side of occidental and enjoyed beautiful sunsets. Not much to do at night, a few shows every now and again, I recommend the fire show. However we enjoyed our walks and time together on the resort so the lack of shows didn't really affect us but if you come here as a party goer then it's not the place. Plenty of cocktails and alcohol, nice to see what they could mix up!

We wouldn't return to this resort, mainly down to the time share and bad food.

Room Tip: Top floor, great views, lots of light. Ask for room that looks out over jungle and not the path ways...
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  • Stayed October 2013, travelled as a couple
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Helpful?
5 Thank Caroline S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Seattle, Washington
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 7 October 2013

We just returned from this hotel after a two week stay (there were 7 in our group). Overall we had a wonderful time and really loved the staff. We did eat at the restaurants, buffet, snack bar and even went for a late night pizza. All had quite a variety of options and the staff tried to help if something special was requested.

On entertainment, we went to a couple of the nightly shows; I highly recommend the fire dance show. The fun club staff at the pool also offers a snorkel lesson/tour, a couple people in our group did this and came back raving about what they were able to see.

All in all a good trip and we all would return again.

Room Tip: We stayed in building 19, it is the closet to the beach and the relaxation pool is very close.
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  • Stayed September 2013, travelled with friends
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Helpful?
7 Thank Nikki574
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
spain
Level 4 Contributor
27 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 7 October 2013

hotel nice looking, staff could not do enough when asked, if you do not ask,, you will not get, i think it's just bad management as all happy to help if you ask.. wine terrible in all restaurants and very expensive to buy, however premium spirits like absolute vodka and bombay.... also able to make fresh juices from the fruits we took from the buffet, staff happy to make new cocktails...
restaurants close very early, 9:30, after only pizza available... the worst pizzas in the whole world!!!!!!!!! but they don't seem to know??? not enough entertainment or anything in the evenings.....

Room Tip: best rooms near the pool far from the restaurants and reception, we stayed in 1828 , rooms in block...
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  • Stayed September 2013, travelled with friends
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Helpful?
2 Thank liziSpain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
pa
Level 6 Contributor
265 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
Reviewed 7 October 2013

We were originally booked at the Allegro next door, but due to their closing for construction, we were transferred to the Occidental through Cheap Caribbean. I did read the reviews, but having travelled to many other resorts, didn't worry about the time share or vacation club vultures, figuring we could handle them. Boy, was I wrong!! These guys are slick and persistent. We weren't even out of the van and they were hovering. We were upgraded for check in at the Royal Club, and that was smooth- gave us champagne. Room was not ready but we decided to go to lunch. Had to tell Diego, our "concierge" that we were tired & hungry & not ready to book excursions. Walking up the path to meet us after lunch was- Diego. Wanted to talk with us. Had a gift for us- Mayan horoscope tiles. Talked about how he could get us discounts on any excursion we wanted- and asked us no to tell our Olympus rep that he was doing us this special "favor". Next thing I know, we're plunking down $20 each as a deposit for our glass bottom boat trip. And if we meet him tomorrow morning, he will give us the vouchers for the trip. Next morning, after breakfast, Diego rushes up to us that we have an "appointment" to meet with someone from the hotel for an "orientation", which should have been done over breakfast. As we had just eaten, we asked for the voucher, but instead Diego called in for backup and we met with the rep from the Club. He said it would take 90 minutes of our time. The whole process took about 4 hours. Short story- didn't buy the time share. Next morning at breakfast, the rep comes up to our table & wants to know what he can do to change our minds. We politely told him no & that we wouldn't waste any more time on this. He persisted until he was asked twice & louder each time to leave us alone. The dining room was crowded and many people overheard this exchange. Now for the most unbelievable part-- two days after this happened, my sister left the room to get ice. We were staying in Building 18 and waiting for her in a chair under the stairs was the rep from the time share, accusing us of telling everybody that it was a time share. She didn't speak to him at all, and that thankfully was our last encounter with those people. Except for the glares every time we left our room (they have a desk in every building) and when we were in the main lobby. We took the long way to avoid that nonsense.
Now for the good points:
Food is ok, you can find something to eat at every meal. The omelet station at breakfast is a lifesaver, and some mornings you can get warm rice puddings. Lunch at the beach is good, the fresh fish for lunch or dinner was always delicious. The fruits were also awesome- especially the watermelons. Pasta stations at dinner also a good option when nothing else looks good. The Sonora was ok, but the service was better than the food. The food at LaOlivio was great- stuffed chicken is a must-have. Portions are a nice size for ala carte dining options.
The bartenders are fabulous- tip $5 your first day and they will remember you & your drink preferences. Franklin and Freddy were the two most consistent with service and smiles. We had our own glasses and it was not a problem getting them filled. Suzanna and her partner were fantastic and getting and keeping everybody involved. Went snorkeling with them on hotel property several times. They are very knowledgeable about the local fish & concerned about safety- ended a tour early due to jellyfish presence. She actually took the time one day to have lunch with us and tell us about some of the Day of the Dead customs. The Spa was good too, after some issues with scheduling. Had to push back our massage appointments due to a worker not being able to make it in due to the rain. Erika gave us an 80 min massage for the 50 min price. Very happy she was able to accommodate us in that way. We did rent a car through the agency in the lobby, had no problems with this. Maps and directions were very easy as it is such a small island.
One other thing that was missing was a book or binder that listed pool hours, phone numbers and other info about the hotel/area. For example, we didn't realize that room service or late night snacks were available until our second to last night there.
The beach is clean, water blue. Plenty of chairs available. There is some waiters that come to the beach, especially if you tip. Beach vendors are there, but are respectable. The activity pool is also clean- the bar staff takes the time to pick up glasses & they do keep the area swept up.
The grounds are well kept, they have an army of gardeners making sure of this.
We found the other guests to be very friendly as we struck up many conversations with people in various situations. Also found the staff to be pretty helpful.
Just be careful- the "concierge" is there to get you to agree to meet with the time share people.

Room Tip: I would try to get a second floor room if you enjoy using your balcony.
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  • Stayed October 2013, travelled with family
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Helpful?
6 Thank PaBirddog
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
texas
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 5 October 2013

My friends and I stayed there with the assumption it would be an upgrade from allegro. I would have rather stayed at allegro. Never would go back there again. When checking out a woman had bought wifi but it didn't work and they wouldn't refund her. I saw nothing special there. I would rather spend the extra money at the palace. Fiesta Americana is better. We all have been coming to Cozumel for many years, but never tried occidental. Never again.

Stayed July 2013, travelled with friends
Helpful?
4 Thank sungirl5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SocialMedia_Ctor, Social Media Coordinator at Occidental Cozumel, responded to this review, 11 October 2013
Dear Sungirl5,

Thank you for taking the time to provide your feedback from your recent stay with us. We are disappointed that you found it less than satisfactory.

Please accept our sincerest apologies for the lack of service you may have experienced during your stay, we shared your experience with our management and we have immediately taken the necessary measures to prevent any future occurrence.

We hope to have the pleasure of welcome you back and show you the service for which we are known.

Sincerely,
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 Occidental Cozumel

Property: Occidental Cozumel
Address: Km 16.6 Zona Hotelera Sur | Colonia El Cedral San Francisco Palancar, Cozumel 77600, Mexico (Formerly Occidental Grand Cozumel)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Luxury Hotel in Cozumel
#11 Spa Hotel in Cozumel
#11 Top resorts Hotel in Cozumel
#14 On the Beach Hotel in Cozumel
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Occidental Cozumel 4*
Number of rooms: 247
Official Description (provided by the hotel):
Only the Caribbean’s most famous reef system could match the beauty and splendor of the Occidental Grand Cozumel, which is exactly why the two exist side-by-side. Located on Cozumel’s gorgeous San Francisco beach, just above the bottomless blue paradise of the Palancar Reef system, you’ll find an authentic-style state that delivers all the luxuries of a private oceanside hacienda. Gourmet dining, bright and airy rooms, nightly music and entertainment, daily sports and beach activities and an on-site spa and salon make the Occidental grand Cozumel the jewel of any Caribbean experience. ... more   less 
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Also Known As:
Occidental Grand Cozumel Hotel Cozumel
Occidental Grand Hotel Cozumel
Grand Cozumel
Grand Occidental Cozumel

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