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“So dissapointed - 31 October - 7 November 2013”
Review of Occidental Cozumel

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Occidental Cozumel
Ranked #19 of 53 Hotels in Cozumel
Reviewed 11 November 2013

Simply put, low season is not an excuse for appalling food and watered down drinks. Staff unmotivated & disinterested. Gym being refurbished, nobody knew how long before it would reopen. Tried 3 times to move rooms, no result!! Isolated. TIMESHARE SELL FROM HELL.
Might be better in high season, but unacceptable at the time I went.

  • Stayed: October 2013, travelled solo
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7  Thank steven l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental Cozumel, responded to this reviewResponded 15 November 2013

Dear Steven l,

We are sorry for the discomfort you experienced during your recent stay with us, and do appreciate the feedback. Please accept our sincerest apologies for the issues you encountered. The comfort of our guests is top priority. We’ve discussed your comments with our management to look into new ways to improve our results. Also, your feedback about the Occidental Vacation Club staff has been addressed to their manager, and will take the proper measures so that you or any future guest feels uncomfortable with our staff.

We do hope that you’ll give us a second chance to make you have memorable vacations.

Sincerely

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,416 - 2,422 of 5,136 reviews

Reviewed 10 November 2013

This is a nice hotel except for a couple of points. The food is quite good in the beach restaurant at lunch time, the food in the main restaurant is good at breakfast but not so good at dinner, it was often bland and cold. If you are a food fan then this is not the place for you however, in most other ways the hotel is OK. The drinks are good using known brands rather than local. The staff are friendly and helpful for the most part but the time share sales team are far too pushy and their insistence and intrusion into our holiday was unwelcome. They persuaded us to visit their office by very underhand means and when I asked if it was time share the staff said it wasn't. The experience of hard sell was annoying and intrusive into our holiday.
The rooms are large and pleasant but a little damp, when we returned home we realised how musty our belongings had become.
The beach is lovely with quite good snorkelling, apparently the dive team are very good, although we did not use them, they seemed to be very busy.
The entertainment was good and variable.
On the whole we had a good holiday but would not return

  • Stayed: October 2013, travelled as a couple
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4  Thank relaxLancashire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 November 2013

We come to the Cozumel a couple time of year and to the Riviera Maya every summer...so we have been to lots of resorts and have never had a problem! One of the reasons we keep coming back to Mexico is because the people are so friendly, the price is right and it's so beautiful. We chose this resort because of the beach and that was the one great thing about this resort. I don't find my self a food snob by any means...I love so much about the buffets, but only at this resort! The food was horrible! The best thing I could find about the breakfast buffet was the fresh omelet but the lady that made them every morning was so rude that I stopped getting those! Which brings me to how unfriendly the staff is here! From the people who check you in, the front desk people, the waiters the bartenders and the maids too ...I even tried tipping! The nightly entertainment is horrible too! And be prepared that if you do need internet it's 82.00 for the week and it does not work 99% of the time. We read about the time share people but had no idea! Once they realize you are not going to buy they treat you like crap! But until then be prepared to be hounded! I could go on and on ....just please read some reviews and don't just ignore them like I did!!

Room Tip: Building 18 or 19 was a great location. Eat out!
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  • Stayed: October 2013, travelled as a couple
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8  Thank Tiffanyrdavis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Occidental Cozumel, responded to this reviewResponded 7 November 2013

Dear Tiffanyrdavis,

We appreciate your review and feedback of your recent stays with us. Your satisfaction is very important to us and we will keep your comments and suggestions for service and amenities in mind as we look towards future improvements to our guests' experience.

We are sorry to hear the lack of service you experienced during your stay and we will use your comments and suggestions in mind as we constantly strive to improve our guests' satisfaction. We hope you will consider staying with us again the next time you visit Cozumel so that we may show you the quality service and accommodations you expect and deserve from our brand.

Thank you again for your feedback and we hope you will consider staying with us again should you return to Mexico in the near future.

Sincerely

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 November 2013

This place is so well reviewed, I won't go into tons of details...read this review in conjunction with others.

A/C We found it worked fine, but we visited during a cooler time.

Food
If you are a foodie, this place is inadequate for you and you will hate it.
If you just see food as a way to fill the tummy so you can do fun stuff, you will love it.
My wife and I are somewhere in the middle. The food was fine, but nothing to write home about.

The Beach and grounds
Beautiful. We loved our stay. We are used to Disney, and it is true there is some walking....nothing compared to walking when it comes to Disney. I didn't think any distance was too far.

Royal Club?
Worth every penny. Private pool, private restaurant where we ate breakfast and they will serve you anything. Internet, no line for checking in. Concierge who books your reservations....worth every penny.

Time Share folks...
If you are bad at handling conflict and can't say no.... they are going to smell that right away and chase you around the resort and ruin your vacation. They are voracious.

If you are good at conflict and can say no politely but firmly... they will chase you once, and know to steer clear of you. Say no and walk confidently. Any time anyone offers anything that sounds like either a complimentary tour of the property, or any sort of deal on an excursion... it is a time share spiel.... run. For the love of pete, don't fall for the let me take you out to eat. You are going to end up at the regular buffet, looking trapped and miserable. We saw 20 couples in this situation.... and it will take hours.

Drinks
We had no problems. Watch out for the yellow-birds. The first three taste like kool-aid, the fourth hits you like a ton of bricks.

We had a good vacation despite a few days of rain. We wouldn't return but because we want to see something other than Cozumel, not cause of the hotel.

Room Tip: Royal Club, building 20, second floor.
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  • Stayed: October 2013, travelled as a couple
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6  Thank Scotte H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 October 2013

The grounds are beautiful, and the facilities (rooms included) are solid as well, but the other aspects of the stay weren't too impressive.

Our room was great - spacious, well-decorated, small balcony and large bathroom with full shower and separate tub. The two pool areas are well-designed and well-maintained. The beach has plenty of chairs and shade, and the roped-off swimming area is large. Overall we were pleased with the setup. Definitely feels like you're in the middle of the jungle at times, but with all of the amenities you'd expect at a resort.

The food at the buffet was terrible. I understand that all-inclusive resort food is never going to be first class, but it was a struggle to find much beyond the cereal that was edible. The food at the specialty restaurant we tried (Mediterranean) was better, but you aren't allowed to eat at the specialty places every night unless you are a vacation club member. And certain meals have to be taken at the buffet. We went off resort for a significant portion of our meals.

The customer service wasn't too impressive either. There would be long stretches with nobody at the front desk. They ran out of umbrellas (during the rainy season...when the resort probably wasn't half full). One night we went to play pool and have drinks in the "club." The bartender left for long stretches of time (20-30 minutes!), more than once, and we had no way to get drinks short of going behind the bar ourselves. On the day we left, the couple we were traveling with called the busboy to help with the luggage and were assured he'd be there in 10 minutes. He never came. It was raining and the rooms are a fair walk from the lobby. Our phone wouldn't connect to any of the hotel services, so I eventually tracked down the busboy and got him to come to our room, after the other couple had given up and walked. Though they weren't all negative either, about the only real positive experience we had with staff was the with the day gate guard, who was always smiling and courteous. I think it was because he remembered us from all the times we left the resort.

We were there in October - maybe service improves when they hit peak season. But I probably won't be back to find out.

Room Tip: Rooms are split into separate buildings. Higher numbers are closer to the beach. Try to request a...
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  • Stayed: October 2013, travelled as a couple
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5  Thank AWeber12207
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 October 2013

We stayed for 7 nights last week. We had 14 in our group and we all had a great time. The food was good and our room was always clean and fresh. A great bonus was the lovely towel animal on our bed everyday! The beach at the resort is great and snorkeling was the best I have done. We snorkeled with Palancar Divers. For buffets, It was fresh and they really try to mix it up. The entertainment was really good especially the poolside staff. The timeshare staff did try to talk to us everyday but were nice when we told them no. Great stay.

Room Tip: We stayed in building 12. Our housekeeper was the best.
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  • Stayed: October 2013, travelled with family
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1  Thank Littlesheb1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 October 2013

I was very excited about staying here with friends and family. We got an amazing deal. Cozumel has some of the best scuba diving which is why this location was selected. I am going to give some pros and cons of this all inclusive resort, and you can decide what to do with the information.

Pros:
1. Awesome beach! The water is gorgeous, so many blues, just stunning.
2. Any activity that is not motorized is free(ex: kayaking, mini catamaran, etc)
3. It's all inclusive so alcoholic beverages and food was included in the stay(although i will say that the drinks were not as strong as i would have like:) )
4. The majority of the service staff were very friendly

Cons:
1. I agree with many other reviewers that there was a definite push to buy into the time share membership. For about the first 3 days they kept wanting us to come to their breakfast speech. If i say no the first time, i mean it. Don't push me!!
2. All of the eating, minus two formal restaurants, are buffet style. I am all about nothing running out when it comes to food. So when i go up to get food, i didn't like seeing an empty container. At another resort i stayed at in cancun, the food was always in abundance. It should have been the same here. Now having said that, the food was very good.
3. The rooms were very nice and the staff did a great job in cleaning it. However, you should know that they ask that you not put toilet paper in the toilet. They want you to put the tp in a little garbage can next to the toilet, doesn't matter what number you do. Sorry to get a little graphic but you need to know in advance, especially if that kind of stuff grosses you out. Also, about 3 days before we left, the toilet started to run, so we constantly had to wiggle the handle to make it stop. The air conditioning does work in the room but it is loud. Also, the beds and pilows were very firm, not too comfortable.

Tip:
Do not make your excursions with the hotel, make it with the dive shop on the beach, they give you a way better deal. They are still part of the hotel, but not, if that makes any sense. Hey it's mexico. ex: the dive shop charged a group of 14 of $24/per person to take a 3 stop snorkeling trip that was awesome, included snacks and beer/water. The hotel wanted to charge us like $80/per person.

Again, you get to weigh out what you will tolerate and what you won't. My goal was to eat, drink, and lay on the beach and get a tan. I got to do all those things with awesome weather. So was it a good trip for me...Yes! Would i pick this place again to stay at? Unless they made some changes, probably not.

  • Stayed: October 2013, travelled with friends
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3  Thank Danielle W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about 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 Top resorts Hotel in Cozumel
#11 Spa Hotel in Cozumel
#14 On the Beach Hotel in Cozumel
Price Range: £120 - £227 (Based on Average Rates for a Standard Room)
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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