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Royal Level at Occidental Cozumel
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Reviews (352)
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All reviewsthe royal club restaurantla carretaprivate restaurantresident barracudaquiet poolspecialty restaurantsworth the upgradelate night pizzadive shopbeach restaurantfishtime sharesonora grillmain buffetoccidental cozumelregular roomdive sites
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129 - 134 of 352 reviews
Reviewed 28 April 2014

I am splitting my review into 2 parts since Royal Club has its own entry. Overall upgrading to the Royal Club made a HUGE difference on our vacation. That being said, not everything was positive. A common problem mentioned by a lot of people is the smell on the bottom floor and the air conditioning. Definitely a problem. The mustiness is absolutely huge but you do somewhat get used to it. Our air conditioning was set to its absolute lowest setting for the entire week and managed to keep it comfortable. Running a warm shower or tub threw the balance off and made it too hot. The exclusive whirlpool "whirled" for one day only. The rest of the time it was just a pool. But it was a nice pool, very quiet and occasionally with some great drink service from the restaurant. Promised turn down service was intermittent, not a big deal but sometimes the little details add up. The Royal Club restaurant overall was fantastic. One small flaw is the fact that they serve the same ghastly hamburgers as the lunch buffet at the beach. The two outstanding gentleman in the restaurant would definitely be Oscar and Tomas, I can not say enough good things about their service. Its not often you can have an off menu dinner of Mexican food for the family. Mini bar was not restocked daily as per website, but again this is a minor detail but one of those that add up. The beds DEFINITELY need a major upgrading.

  • Stayed: April 2014, travelled with family
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9  Thank Terry19_62_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 April 2014

We had booked 7 nights "Honeymoon Special" the Grand Occidental Xcaret( will be reviewing this separately) but when we arrived they had no reservation on the system. To cut a long story short we were transferred to their sister hotel in Cozumel the next day. When we arrived there, there was also no reservation on their system even though we had a memo from the Xcaret. We were left at reception not knowing what to do and with no help from the two check in staff on duty. As we had a very bad day and night before we were tired and just wanted to settle in somewhere. We asked what was going on and was in contact with the travel reps etc and we were told to get some lunch and call back in a few hours to see if they had an update. We went to the Beach Restaurant and had the Buffet. It was very nice and welcome after the trip over to the Island. When we went back there was another lady on check in and she gave us a room. When we got there it was nice but we still didn't feel settled as the reservation still hadn't come through. Unfortunately the beds smelled a little stale so my husband went back to reception to see if anything could be done as this wasnt what we had booked or paid for. The lady basically explained that we were given a room but weren't actually booked in. She said to come back in the morning. The next day we were in contact with the travel reps again and were so disheartened about the chaos that we didn't bother going back to reception. We got a call that evening from Nelly in the Royal Club who had heard about the problems we were having and offered us an upgrade to the Royal Club. We went to look at the room which was getting a few touch ups and were delighted to change. There was a power cut that night so we couldn't get settled in until the next day. By this stage we had packed and unpacked three times so we were just exhausted. Nelly very kindly arranged a massage for me and a snorkeling trip for both of us which was fantastic. She really did go out of her way to salvage the honeymoon.

The buffets were really good. Always plenty of choice and good homemade food. The staff worked very hard and always deserved a tip. They treated everyone very well and always helped out where they could.

The beach is small but beautiful and the water was lovely and warm. The pools are lovely and were never too busy. There were plenty of Iguanas to keep us entertained too.

There is nothing wrong with this hotel but it just wasn't what we booked or wanted. The honeymoon wasn't totally ruined thanks to the efforts of all at this lovely hotel.

  • Stayed: April 2014, travelled as a couple
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3  Thank loanders
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 April 2014

We stayed in the same hotel at this resort 8 years ago. That trip was just after the 2005 hurricane. The resort was quiet, and the staff were amazing. Each day the room was tended to and included sweet treats like folded towels on the beds in a variety of unique creations. This trip, the experience was completely different. Although we paid extra to stay in the "Royal Club" instead of the other options available at the resort, we did not receive the extras. It was difficult to get clean towels and wash cloths. Everything showed a significant degree of wear and tear. While the room was cleaned/tidied daily, there was no consistent time--sometimes 10:00AM, other times 5:00PM. It was almost impossible to get fresh beach towels let alone get the fridge restocked with water and the occasional beer. The management of the Royal Club was also inconsistent in attending to concerns. We paid for a king-sized bed and ended up with two full-sized beds. They were not willing to assist with correcting the accommodations in a reasonable way--suggesting that we stay in one room for two days, pack our items back up, check out of that room by noon and then wait until 3:00 at the earliest to check into a room with a king-sized bed. We opted to sleep in close quarters rather than deal with the hassle. Because we had several day trips out of the resort, we also found it very difficult to access lounge chairs on the beach. Apparently it is the norm to go the the beach in the morning and throw a towel on lounge chair and then return at will making it difficult for others to find a spot on the beach to relax in the afternoons. The food... it was fine but nothing to write home about. Getting a reservation in one of the table-service restaurants instead of the buffet was almost impossible, requiring dinner plans five days in advance. That being said, much of the tableware had chips--definitely not four-star. As much as I want to relive the first experience, I'm not sure that we will try for another and will instead check out other options on the island.

  • Stayed: March 2014, travelled as a couple
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3  Thank Kelly B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 March 2014

My brother and I went the week of Feb 26/ March 5. After reading some of the reviews I went with an open mind. I was pleasantly surprised. If you can swing it, absolutely book Royal Club...I was in pod 2000 2nd floor facing the quiet pool. Room was large! Clean, with a full fridge of water, pop, Sol restocked everyday. I'd heard about the hard beds but we had foam toppers. Fresh beach towels delivered every night, and bath towels, chocolates, robes, schedule for the next days activities. In the Royal service, you get 2 room cards, on for your hydro/one for the door. Having said that, after the 3rd day I turned it off, and opted for the fresh air. My preference. Yes the birds can be quite noisy but I didn't notice after the 3rd day. Royal pool you get served beverages and lunch as well. met some folks who had breakfast every morning in their rooms...because of diving schedules we always ate at the breakfast buffet..which I thought was good. Omelette lady was always friendly...I did watch some people get ignorant with her...but I had no issues. Yes I watched the 100 yard dash every morning, people going to get their chairs...could the hotel spread out more on the beach and add some more chairs, yes they probably should. But listening to thumping disco music, and the like isn't my idea of fun. Put that's general the norm at these places...generally an older demographic-however the families, and a few groups of teens showed up...I went back in forth to the pool to the beach to the quiet pool. And you get served at the quiet pool...very nice touch. Met quite a few folks who had timeshares there who didn't get preferred rooms etc and had trouble booking restaurants...so West jet must have plenty of pull at this resort. Food sometimes can be hit and miss....this is true but the La Caretta/ Royal program was willing to add or subtract items at your request. I was very pleased. Great staff their too! Timeshare folks also said when it first opened you could see the ocean but the mangrove has grown in over the years....and yeah u could sometimes smell the sewage smell...I also watched people throw their crap into the mangrove, and throw their garbage on the beach. And the toilet paper thing, it's all over cozumel not just at this hotel. Oh and wi-if (another Royal perk) was included...however sketchy at best. Took a few tries to get in. Or u can used the computer offered on the 1st floor of each villa...
The pool restaurant could be quite crowded, burgs were good. Pool bar could be re configured
For a 2nd bartender...but I'd just wait until after the rush. Want a stronger drink..they're happy too oblige.
The grounds are quite beautiful...staff always cleaning , sweeping etc. Make sure you wear comfortable walking shoes...didn't see any shows, never up late enough to bother. Mardi Gras was on in town and I heard that was spectacular. All in all I'd give it a 7/10 but I'd definitely go back for the super friendly staff and the service...and tip if u can...staff works their butts off.

Room Tip: Upgrade to Royal service. great location. Quiet and short walk to pools and beach.
  • Stayed: February 2014, travelled with family
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5  Thank Debby S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 February 2014

Ok folks, I travel the world and Mexico is always in my schedule 2-3 times a year and I never miss a chance to revisit the Occidental Grand Resort in Cozumel! The moment I arrived the manager and host reconized me from my past trips and gave me a glass of champagne, the bell guys took me and my bag on a nice golf cart to the Royal Club area where I was greeted by name offered some delicious cookies and another glass of champagne! I have noticed some of the same staff year after year and I asked many and they said "it is the best place to work" the owners really take good care of us! This makes all the difference for tourist and you can tell the moment you check in! The restaurant selections and beach is like no other, you can paint a ceramic 0n the beach like I have each trip, snorkel, take cooking classes, beach volley ball, wind sailing, scuba all from the beach and pier! The drinks are great and unlimited, they are NOT watered down like other resorts! I can't say enough about the staff, from the restaurant to the beach staff they all truely care about you and your needs! I actually cant wait until my next trip this year again and the Occidental will be part of of trip once again. Keep up the great work to all of the staff at the Occidental and I will see you all soon again! Terry Mikeska, President of Mikeska Inc, Global Meeting Service, Texas!

Room Tip: I always upgrade to the Royal Club for that extra touch of service!
  • Stayed: February 2014, travelled solo
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Thank Terry M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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