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“Beautiful resort, lovely people”
5 of 5 bubbles Review of Occidental Cozumel

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Occidental Cozumel
Ranked #22 of 51 Hotels in Cozumel
Canada
Level Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Beautiful resort, lovely people”
Reviewed 1 January 2011

We stayed here from Dec 23-30, 2010, in the Royal Club, booked through Air Canada Vacations.

Arrival: I had been concerned about timeshare sellers at the airport, but saw absolutely none. Went straight to our Air Canada rep, got an info package, in the waiting van, and off to the hotel. Again, concerned about timeshare sellers at the resort, but in our whole time there, no one at all approached us (although we did see other people being taken on tours). Check in was smooth (we were taken to the Royal Club to do that). I was hoping for connecting rooms, but we got side-by-side rooms with no connecting door, and that was fine.

Rooms: Yes, there was the musty smell people have mentioned, just due to the humidity, I think. I came prepared with some Febreze plug-ins, and that helped, and really, we weren't in the rooms all that much and it didn't bother us. The beds were firm, but not too hard. Pillows and linens nice. Bathrooms huge. It would have been nice to have a mirror in the room that was not in the bathroom.

Staff: Fantastic, friendly, helpful. Just very nice. Air Canada rep. Francisco was a good guy.

Food: With two vegetarians, the buffets gave us alot of choice. Lots of fresh fruit. Enjoyed the buffets overall, especially the beach buffet for lunch. What an awesome venue. Xmas Eve buffet was fantastic. Ate once a tLos Olivos (Mediterranean, just OK), twice at the Sonora Grill (Mexican, very good), and once at the Royal Club (excellent). All three a la carte restaurants were very accommodating for our vegetarians, modifying dishes if requested.

Beach: Beautiful. Fun to watch the dive boats come in and out all day. Had to get up early to reserve beach chairs, but it was a chore I didn't mind, because the resort was so quiet, and you could hear all the birds on the walk to the beach.

Pools: We didn't spend any time in these except for the Royal Club jacuzzi (very nice to get away from the busyness of the beach).

Resort activities: We used the snorkeling gear a few times. Easy to get. Lots to look at in the water off the beach. Took a Spanish lesson one day. Also, there was a booth set up on the beach where you could paint pottery - you paid $10-15 for whichever piece you wanted, then painted it. Then the people added finishing touches and brought it back fired the next day. It was alot of fun and our pieces looked really professional.

Off-resort activities: We rented a jeep one day and drove to Punta Sur and the lighthouse. This is a really beautiful park and fun to climb to the top of the lighthouse. They have a crocodile viewing area too. We also drove into San Miguel. Very charming. We went back to the town another day by taxi (roughly $25 each way). Ate at Tiki Tok's (tacky and fun) and Pancho's Backyard (very nice). Daughter got her hair braided (half head for $20, as opposed to $45 at the hotel). Lots of souvenir shopping and other vendors (churros!). We also did a three-reef snorkeling tour with chacchoctours.com. They were really good with us beginners.

Currency: Everything I read before our trip said people would appreciate pesos more than American $. However, all prices were quoted to us in USD. Taxi rides, gift shop prices, etc. So it was sort of a pain to have to ask what it would be in pesos.

Shopping: Hotel gift shop is Los Cinco Soles, which has a large shop in San Miguel, and at the airport. I thought they had a good selection of items and the prices were good. The prices weren't any cheaper at the shop in San Miguel (I thought the hotel shop might be overpriced). We went into town on a Sunday, when there are no cruise ships in port, and it was quiet, but still very interesting and lively. Some shops were closed, but there were plenty that were open.

Entertainment: There was some kind of entertainment every evening. Nothing major, but interesting. On Xmas Eve, they did a pinata for the kids, and Santa gave out presents. They also had Santa parasailing onto the beach that day. Very cute. Xmas Day was very quiet.

Internet: The Royal Club had a computer with free internet in each of its buildings. This was good for us. No one hogged the computer too much, and the kids were able to get on Facebook every day (a must!). Otherwise you could pay approx. $10 for one hour, $26 for 24 hours, or $80 for a week of internet in your room.

Leaving: Checkout easy and smooth, Air Canada rep got us all onto vans and easily to the airport. Worst part was check in at the airport - either the AC people didn't know what they were doing, or Mexico has an excruciating check-in protocol. Took forever!

Other thoughts: Seeing the iguanas was pretty neat. One lived outside our room (2118). The bridge over the mangrove swamp was great - fun to stop and look at the turtles and the birds in the water below. Other guests seemed very nice. No one stumbling around drunk or anything like that. Felt very comfortable leaving the kids at the beach or letting them walk to and from the beach on their own. Mostly there were families - kids of all ages. We didn't make use of the kids club, but you could leave kids ages 4-12 there from 9:15-5:00. Lots of activities you could do if you chose to - scuba lessons in the pool, beach volleyball, giant chess, kayaking, windsurfing.

All in all, a great trip for us!

  • Stayed December 2010, travelled with family
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3 Thank kbpelton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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pittsfield,ma
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 1 January 2011

First off, a little background of my travels. I have traveled all over, but continue to come back to the Carribean and Mexico based on weather, value, and travel time. We generally stay at all inclusives, since my wife has a compromised immune system from near fatal sepsis a few years back, and they tend to have higher food handling/water standards than local restaurants. Our stay at El Cozumeleno last year was excellent, but being scuba divers the ride to the reefs was too long, so we decided to try a southern resort. Having stayed at the Iberostar Coz 2-3 times in the past we thought we would try somewhere new. After reading the reviews of OG we decided, based on average reviews and close proximity to the reefs, to book for two weeks- Dec.14-28.
Upon arrival we were told the building(17,18,or 19) we requested was not available. That the hotel was "full". Obviously a lie, since we has seen an internal daily log, that said the hotel occupancy was only 38%. After several minutes of telephone back and forth with hidden "manager" behind the back wall (Wizard of Oz comes to mind:)) We where given room 1824. After a race to the beach buffet(it was 4:00 and no food would be avail until 6:30. We found enough left over buffet food to at least get us through till dinner. Adrien, a waiter at the resort was very welcoming and funny,as were most of the daily waiters at the restaurants. Kudos to them for a difficult job done well.
After waving off a time share shark(dressed like service employee),we checked into our nice,clean room. The only problem was 2 light bulbs out of 4 or 5 in the room where out, and after several requests to change them we finally gave up. The shower would suddenly change from warm to scalding, but I have found this at several resorts we stayed at. The ice machine was outside our door and when used at night would sound like someone had put metal into a blender. Another annoyance, but minor. In room maid service was very adequate.(tipped daily) We did see alot of plates and glasses,hairballs,knapkins,etc. collect in the halls/stairwells for inordinate time.This could improve.
The grounds were well maintained, but some of the walkways and fountains need attention. Well layed out resort with one central walkway. The beach bridge is in need of major repair and caution tape was the only "fix" we saw in two weeks. A toddler could easily fall through broken,loose and missing railings. I would think repair would be a priority for guest safety, but evidently it is not. We joked in passing everyday ("it Mehico"). Unfortunately the "it Mehico" (read- it's Mexico) reply was used more and more at everything from unuseable wi-fi to the dirty buffet glasses, to the lack of serving utensils at the buffets, to the spilled soup on the buffet floor(solution- cover it with a chair for 20 minutes), to the lack of beach towels, ad nauseum.....
Our biggest dissapointment was food selection and quality. The a la carte restaurants where only marginaly better than the buffet. Biting into an ice cold Jalepeno popper appetizer at the steak restaurant is a standout memory. Few fresh salad selections and only a few bland cheese selections made healthy eating difficult. Highly salted, bland main course offerings where edible, but not enjoyable. Deserts where ok. On many,many occasions, when occupancy reached ~82% around Christmas we where faced with no plates and empty buffet dishes. Line cooks would continue to service only 1 person at a time for omelettes,hamburgs,etc. while lines stretched 20-30 deep.
On the positive side, the beach was nice(except for not enough chairs) and drinks where ok. The limited entertainment was a good effort by the employees involved.
Well, my planned short review has dragged on long enough. In short, if you can get a bargain deal for this resort, it will still be a decent stay. If you are looking for a TRUE 4 or 4.5 star resort you will be very dissapointed. Personally, I would not return.

  • Stayed December 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank drvinyl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Montreal, Canada
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 29 December 2010

We are writing this "live" from the Occidental Grand Cozumel. This is our second time here as a couple this year, and the third time for my spouse, who was here on a diving trip in November. In December 2009, we found this hotel to be an excellent all-inclusive for diving. Not the poshest hotel around, but certainly one of the best on the island. Nice grounds, friendly staff, clean rooms, and decent, well-cooked food (very in line with what you'd expect people who dive or are at least somewhat athletic or health-conscious would like to eat (lots of fish cooked on the grill, excellent chicken, good selection of vegetables wide range of incredibly tasty dishes, etc. etc.).

This trip couldn't be any different. While the grounds are still nice and the hotel hasn't lost its small-time charm, a few things have really changed drastically.

We are staying in the ''Royal Club'' (a bottle of cheap wine that taste more like Welch grape juice and 2 house coats for her only because of the size). Room service leftovers always cluttering the walkways to the rooms for at least half a day or all night. Don't waste your money for the upgrade.

First, the food. There are no words to really adequately describe how unappealing sitting down to a meal can be. Food is bland, and there is no variety. Quality of food offered is very sub-standard (the packages at this hotel are not cheap, and it does rate itself as a 4-4.5 star). We have had many nights where we ate salad and a few pieces of bread. And this being said, even making a salad is oftentimes nearly impossible (one night, the only vegetables offered were iceberg lettuce, canned peas and canned mushrooms). Other vegetables are practically uncooked (think broccoli). The few meats offered are dry and overcooked. Much of them are offered up in thick sauces (white, non-descript) or fried (sort of sagging in a greasy liquid). Lack of consistency in things offered (ketchup lacking some days, but not others, peanut butter available one day per week, etc.). Toasters barely functional until I figured out that they were on the lowest mode (power-saving...). Line-ups for buffet not organized. Pasta line mixed up with ordinary buffet line (buffet is very small, hence all hot food on same "wall"). This issue resolved by another client, who gently suggested that two lines might be helpful! Empty service platters are not filled up unless a customer asks someone on staff to do so. (Btw, extremely understaffed hotel...). We are not picky eaters (I swear), but this food issue is important enough that it will prevent us from returning to this hotel for a very long time.

Maid service. For the first week we were here, our room was cleaned in a very so-so manner. I think, in fact, that she limited herself to making the beds and changing the towels (and yes, we do tip, every day). Faucets were never cleaned, nor was soap dish, etc. etc.

Many small repairs would be necessary. The hotel is showing its age, and nothing is being done. Windows in bathroom don't close properly, screen door has cuts in it, safe only closes or opens well one out of every two times, coffee machines are extremely old and leak, etc.

Water. There appears to be a problem. Water smells horrible (it has been like this for the last 10 days), almost as though the sewage pipes were somehow leaking into the water mains. Makes it very difficult to smell the running water in the bathroom. Water served in restaurants cannot be drunk because of taste and smell.

During the past two visits, certain things were bothersome, but because the negative aspects mentioned above (food, cleanliness, water, etc.) were not an issue, they weren't as hard to "handle". These include hard beds, insufficient lighting in the rooms, very limited space for storing clothes, disgusting coffee in the rooms (not a good thing to wake up to...), no-none-nada soundproofing whatsoever (you can hear your neighbour walk, talk, etc.), a profusion of small bugs on bathroom and other counters (they are minute, but often show up in a small group..), lots of sand fleas on beach, etc.

The time sharing sales staff. Dressed like regular hotel staff (management), and steadfastly refusing to admit they are time share even when you ask the question outright. Pretty bothersome. Do they not know that a few days in the hotel will convince anyone to not buy in??

Wi-fi Internet more like dial-up. When it works ($81.00 a week).

Now for the positive (of which there was so much more last year).

Dive Palancar is still here. Phew. Everyone is great. Friendly management and dive instructors. Excellent, excellent. Our thanks to all of them for the exceptional service. The staff (especially Ishmael, George and Lobo, all instructors) is top-notch and always chipper, smiling and happy-go-lucky. More companies should have employees like that. In this particular case, they made this trip bearable.

Nelly Bass. Manager of the Royal Club. In spite of not having the necessary authority to change the important things (food quality, etc.), she is extremely conscientious, kind and customer-oriented. (Any competitors out there, reading this review, would be well served by giving her a call....)

Staff in general. Very hard-working, friendly and striving to please.

  • Stayed December 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Bubblejack
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Los Angeles, California
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 27 December 2010

My family spent 7 days in Occidental Grand last week. I visited more than 10 all inclusive hotels and this one was the worst one I experienced. The buffet restaurants have the least variety and amount of food to eat, kept on running out of plates and food. There are two restaurants that you can make reservations. When you call to make reservation, they automatically tell you it is fully booked, specially steak house. We were able to go to Mediteranian, Los Olivos, but was not worth going. Two reservations were made at the steak house but everytime we showed up, they could not find our reservation. The woman worked on our reservation, at the front desk, same name as a popular cocktail, purposely screwed up our last day dinner reservation.
Even the restaurant was half full, they would not sit us anyways. They were playing games. I don't know how good or bad that restaurant is, but hotel sure don't want you to eat there.
There is only one place to get beach towel, not open until 9 am, impossible to change beach towels when wet or dirty. They have limited amount of towels and after thos are gone, it takes few hours for them to get replacement. Swimming pool was not heated at all, so cold that no one wants to go in. Unless you get there early, before 9 am, there won't be beach chair for you at the beach nor at the pool. Not enough of them there for guests.
Not many guests were in this hotel while we were there. Yet they could not service small amount of guests. The part that they worked so hard was to sell their membership. I cannot imagine anyone would buy it after experience this hotel. That's why they are trying to hook you up as soon as you arrive.
The dive shop, Dive Palancar was good and front desk Miguel was so kind and nice. The only two nice things I can say about this hotel.

  • Stayed December 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank CC0214
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 27 December 2010

We stayed at this hotel from 21-26 December and we had an all inclusive package. Key points:

1. The room we were allocated had two "double beds", essentially two large single beds, as opposed to a room with one king size bed that would comfortably sleep two (which was what we were after as a couple). We were told that there were no rooms with king size beds left but that three days into our stay we could move to a king sized room.

2. Our room hadn't been properly swept, as we entered it for the first time with bare feet you could feel sand under your feet as you walked the tiled floor (we were expecting this at the beach). Also, while the room was made up each day, they didn't sweep the floor. On one of the days, after the room was made up, a used cleaning cloth was left behind and dirty glasses too.

3. The grounds of the hotel are very well kept and there are numerous opportunities to see the iguanas walking around one of the hotel pools. The beach was a little disappointing - essentially, the distance from where the beach ended and where the water came into was not very large - certainly not as large and nice as others we had stayed at in Cancun.

4. The food was a very big disappointment. The key problems were that it was very basic, poor quality and had limited range. For example

- At breakfast the bacon lacked flavour and wasn't well cooked, they made omelettes on the spot which looked promising but disappointed when the cheese they added tasted like plastic and they freely mixed your ingredients with other peoples (a problem when you don't want pork in your omelette!). If you just wanted a nice bit of cheese or ham on toast there was one plate with some cheese and ham on it which did not look appealing.

- Lunch was pretty much the same menu each day which included a beef burger where the beef patty was a highly processed circular shaped pad with a plastic cheese slice and not very fresh buns.

- Dinner offered a low end buffet service that had themed evenings each night, e.g. oriental night - the beef and broccoli and sweet and sour pork for example were of a quality we would expect of a low end chinese buffet. More generally, the meat served (chicken, beef and pork) was often dry or too tough.

- You were allowed to attend their a la carte restaurants depending on the number of nights you were staying, e.g. seven nights allowed you to attend these three times. One was a Mediterranean place and the other a steak styled place. These served food of a good standard.

- The all inclusive package included alcohol and as you would expect, this was provided from low cost stock. While we were not expecting anything flash, we found the white wine to be particularly hard to drink.

5. Overall not a great stay and didn't feel like very good value for money at all.

  • Stayed December 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank andrewjohnsoneu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Maritime city, Canada
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 20 December 2010

Travelled with spouse December 4-11, 2010.
Provider: Booked with Air Canada Vacations. Transfer to hotel in a very crowded passenger van. Greeted by José Pool at airport. Good feeling that he knew who we were.
Time share: Yes, the other reviews have this correct at both the airport and hotel. Avoid at airport and say no at hotel (unless you are interested) and you will have no problems.
Air Canada offered tours: Went snorkelling with Freddie and crew on the Globetrotter boat. Excellent. Rented a car for the daylight hours and paid going rate. Good experience.
Off site: Went to San Gervasio ruins (fine). Went shopping in San Miguel (fine). Went to beaches on other side of Island from hotel (nice but inferior to beach in front of hotel). Went to Bob Marley's Rasta Bar ($30 to eat with 2 drinks) - good food and fun. Walked off site on road and on beach most days. Felt very safe. Walked to El Cedro. Felt very safe.
Reception: Arrived after buffet had closed (10:30pm). Only food was a very bad pizza (Air Canada feeds you only for a fee with sparse selection in economy). On arrival, we were not registered in the hotel system but I presented Air Canada voucher - no problem.
Room: Did not get a King bed on top floor first night as requested. We were able to move the next day. Room on top floor was great. Bed a bit hard. Room on ground floor nice, double beds comfy enough, but slight musty smell.
Beach and Grounds: The very best with birds and iguanas.
Pools: Lovely - colder than the ocean during our visit.
Entertainment: Sparse (3 times in the week for 30 mins each) but good.
Buffet Food: Very, very good. Those who complain have extraordinary dietary restrictions or don' t have to work for a living and are incredibly spoiled/picky (however, see pizza comment above).
A la Carte Food: Good to very good but smaller portions. One can always eat again at the buffet if required.
Service Generally: Good to very good. We left tips in USD. $2-3 at breakie, $3 at lunch, $5 at a la cartes, $3 at buffet dinners. $1 per most drink rounds. We have no complaints re the wait staff. Reception - acceptable to good service depending who was at the desk. Air Canada rep - great. Snorkel equipment "rental" (free) man - fine to good. Say hello and smile at any employee at any time and you will get the same in return.
Alcoholic Drinks: Excellent. Ask for what you want and you will probably get it or a reasonable facsimilie.
English spoken: I can speak Spanish but almost everyone speaks English to some degree. Some can speak French.
Suggestion to hotel: Bike rentals (even for a fee). This would be so very wonderful.
Conclusion: I fail to understand overall bad reviews (of course there are always little things that can go wrong). If I could go again this year and bring my children, I would be thrilled. I am saving up to go again sometime in the hopefully near future.

  • Stayed December 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Sanderella1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Niagara Falls, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 19 December 2010

We just returned on Dec 18, 2010 from this resort and while the resort itself and the rooms were fine the food left something to be desired. The selection of food at all meals was limited. Chicken, rice and refried beans were served for every meal, hot food was lukewarm at best, dried out and without flavor. Dessert selection was ok at best. Fresh fruit was limited to watermelon, canteloupe and honey dew, juices were only orange or pineapple orange. Breakfast was served until 10:30, lunch started at 12:00 until 4:00 and dinner started at 6:30, leaving many hours without access to food or snacks through out the day. The al a carte restaurants were mediocre at best and both times we went we ended up eating at the buffet a second time because we weren't full. As far as resort amenities goes, there are two pools which were nice and access to the ocean and beach were very nice. There were only 3 activies people on the resort, so not much was going on during the day. I will not be returning to this resort, nor will I recommend it.

  • Stayed December 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank lets_vacation_1_10
This review is the subjective opinion of a TripAdvisor member 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
#12 Spa Hotel in Cozumel
#12 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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