Cozumel Holidays

Rachel Crooks

We came down for a wedding of about 40+ people. Some minor things could have been better planned out with the wedding but overall everything was great when it came to the location and service. We loved the beach and access to Iguanas across the street. Floricel was an amazing staff member and made the best peanut butter drink, which I need the recipe for! When it came to the staff by the water Arbey and Diego did awesome for activities. Everyone was great and friendly with our kids as well. Our house keeper did an amazing job as well! However, with the amount of rain, our roof did leak, so I do think that is something that should be looked into! Thanks for the great stay!

Shawna Moulton

Over it! Night 5 and looking forward to going home tomorrow. Started off terrible between TERRIBLE food and room location (right next to theatre/disco keeping us up 8pm-2am then again at 7am because same room was across from kids splash pad plus broken fan that was super noisy) we did get a room change which was helpful. Food on day 4, Monday was descent. The beach was beautiful and awesome. Bartenders at beach bar were good (Kevin!) Pool bar service was GARBAGE! Literally all sitting around on their phones avoiding serving. DIEGO IS THE BEST PART OF THIS RESORT!!! Period!!!!! He is the absolute best! Best personality! Best service! Fantastic entertainment! 5* for Diego. 3* for resort. We will not return. Tuesday night rock in roll entertainment was the fantastic - by far the best show. Tonight’s Italian restaurant never offered us drinks nor brought me a meal….my husband and son walked out of the restaurant to the bar to get us drinks. My husband and son had a really nice steak with sauce so I ordered the same. FIFTY minutes later when I asked yet again for the same meal they brought me a dry steak with zero sauce or seasoning. Which I guess can describe this place best…INCONSISTENT. To conclude, Diego was awesome! Drinks were good. Beach was beautiful. I like how thin the wrist bands are and that they’re keys to the room, AC in the room is great. Walls are paper thin (I’m up at 3 am listening to the guy a room over cough and snore - that’s ridiculous). Mariela - tues breakfast was awesome as well!

Brianna Marks

I had the most wonderful time at the Allegro! All the workers were super nice and sweet! The shows were awesome! Diego, Rafael, and Arbey were wonderful and made this trip the best. They helped with my Fiances proposal and it was absolutely beautiful. I can’t wait to come back next year!

Tovah C

We had a lovely time at the Allegro Cozumel overall. The facilities: The resort is absolutely beautiful - the beach is clean and the water is exceptionally clear. The pools are also kept very clean and nice. The one thing to be aware of is that most evenings (after sunset) the beach would be closed for safety (typically because a crocodile had been spotted at another resort - as far as I could tell it never was at the Allegro). The management is very helpful - we had a few small issues (our door lock died and we were locked out) and they were resolved extremely promptly - one time before we even made it back from reception! You can easily rent a car onsite - we did this and had a very nice day touring the island. The staff: The staff were really lovely - Diego was a great activities director - his aqua aerobics class is so energizing, JD's zumba class was a lot of fun, and Marianne was wonderful! All of the folks working at the restaurants were kind, fun, and efficient. The rooms: The rooms were very nice - each room has a hammock on a covered porch. Aside from the very worst of the rain, the hammocks stayed dry. The only downside of the rooms were that the thatch roof seems to let in a lot of moisture. Both rooms we stayed in smelled of mildew/damp at times, and at the heaviest rain, the occasional drop would make it through the thatch. The food: Breakfast was definitely the highlight. Overall, I would say the food was underwhelming - especially if you don't eat meat. We went to the Mexican restaurant for both our reservations (you get one per 3 day stay) and it was much better than the buffet. Carlos, the head waiter, was very nice, as was Alfredo. This is definitely a family oriented resort - it got very quiet after about 10pm (when the show ended), and if you weren't going to the show, there wasn't much going on after about 8. If you're looking for a nice place to relax, this is a great choice. There's some nice wildlife (coatis, beautiful birds - including some flamingos flying over head, great fish to see at the beach), fun activities, and a beautiful resort.

Mariusz Morawski

Great place to chill. We went during rainy season and beach was clean. Great staff. A la carte asian dinner was amazing experience. Beach is perfect. Water sports fun. Drinks were really good. Food was good and always available. The only thing is the entertainment is a bit lacking especially during the week after 7pm there is nothing to do, disco is mostly for older people like karaoke etc, no cool shows. Front desk could move a bit faster we had to wait long time everytime.

James Hough

We were in the preferred section the bar tender I believe you spell Leonelle was the best, top notch service, friendly, always helpful…Claudia was great as well very helpful and nice. Will definitely return because of that experience , but if you go book room 4115 great room good slide down to the preferred pool….food was good but the Italian restaurant was closed so that was the only disappointment. Great coffee shop. This place was not busy and was great. Again I hope they recognize the 2 people I mentioned they deserve it…..see you again

Brooklyn Bowers

Only giving it a two star rating because of the service from staff & the ocean front snorkeling which was beautiful. - Our room was nice but had to put in multiple maintenance requests. Bathroom door coming off hinges & the bathtub pipe was broken & unusable. - Most restaurants were closed majority of the time we were there even though the app would state they were open. The only restaurant that was worth while was Bordeaux but only for dinner. - Hotel was pretty old & unfortunately the rain / humidity was damaging the building heavily. Our last day there hallways ceilings were pealing off in chunks which was concerning. - Not much to do & didn't advertise when they would do events which was disappointing. Paid for preferred club but didn't see much of a difference in preferred versus regular. Overall the staff was very friendly & helpful, but the irregular restaurant hours & subpar food made it kind of disappointing. Won't be visiting this resort again & won't be recommending. Stay at Secrets in Puerto Vallarta for better experience, activities, food, & drinks.

Jeanie Wright

This is my second time here I picked this place again because of the whole experience and I was not disappointed. The service was good. The food is delicious. My room was very clean and well maintained, My only suggestion that they provide more entertainment at the resort in the evening I would recommend this resort to my friends. Thank you so much for taking care of us me and my husband.

Melva Andrade

I honestly don’t even know how to string the right words together to warn you strongly enough: do NOT stay at this hotel. Not once did I meet another guest who was happy with their stay. Every time I walked through the lobby, it was full of people complaining. If the 3.7 stars don’t scare you off, maybe this list will: 1. The staff are rude, dismissive, and downright condescending. 2. The rooms are a nightmare of technical failures: no hot water, random power outages, broken AC, there’s no elevators—you name it. 3. Restaurants open whenever they feel like it. No reservations needed, yet you’ll wait at least 35 minutes every time. 4. The place is infested with mosquitos. They even shut down outdoor tables because of it, cutting capacity in half. When we tried to buy their ridiculously overpriced repellent, their card system was down. 5. Common areas were filthy for days—see my photos. 6. The so-called smoking area was literally falling apart. 7. The food? Mediocre at best, and it takes over an hour to get a plate. In short: save yourself the misery. This place should honestly shut down until they get their act together. Just don’t come. I’m begging you.

Johanne Hayes

Do not waste your money coming to this resort, It will cause you much frustration. We paid for their top room, a rooftop, junior suite oceanfront with plunge pool. Upon check-in, we were informed this room is not available because the entire building was under maintenance. They put us in a lesser room and oceanfront junior suite. we spent our entire stay attempting to receive a refund for the difference in cost. I called Hyatt corporate without any resolution. They informed me it was up to the individual resorts. We are one week post check out and all we have received as a partial credit. The room we were in was mostly clean however, there were insects in the room daily. Room service was hit or miss.our room was very loud Due to construction on the neighbouring building, Drilling until 7 PM at night. In addition, the pool music combined with the guests own music on their personal speakers was a real cacaphony. I was surprised how inconsiderate these guests were in blasting their own music so loud And Management did nothing about it. No hot water on two days. Only two restaurants open nightly. The Hyatt app that you must use to see menus for the restaurants was not accurate with the information on what was open for meals. Food was edible, but not excellent. I did enjoy the omelets at the buffet for breakfast however, you had to find a clean plate and that was a challenge. During the check-in they had an individual named Alex present us our coupons for our stay in addition to an invitation to come to a special breakfast to join their vacation club. He lied to us and then asked us to lie to his boss. I did report him to Hyatt corporate I don’t think they will do anything about it. The nightly entertainment is minimal compared to any other secrets. I did enjoy the fire show and the Mayan show. The beach was beautiful and the snorkelling was fun, but we can find that somewhere else. I definitely will not return to this resort due to the lack of refund for what I paid for, the sub, optimal, cleanliness, and the loudness. This was not a relaxing trip. #ghettosecrets

Lauren Burdick

Post check in: So far awful. The check in took over 40min. We arrived at our room and it wasn’t what we reserved (two beds instead of the king bed). The crib was not in the room even though I called a week ahead to confirm that they received the request from when I made a reservation. When we went to the front desk to sort this out they acted like it was my fault the crib wasn’t in the system and that the hotel was full so they put us in a different room. Not recommended. Update day 1: Bell boy and cleaning staff were very nice in helping us move to the room we should’ve had originally. Turns out there was a room available after all 🤦‍♀️ Update end of stay: -The reception staff was not helpful or nice neither on the phone before our stay and when we arrived. -Everyone else (waitstaff, bell boy, maintenance, etc) were great. -The food is just alright - it gets repetitive after four days. -The rooms, restaurants, etc were clean and well kept. -The gardens in particular are beautiful. -The dive center was fantastic - exactly as advertised.

Tom Sommer

Occidental Hotel Review Arrival: We were given the wrong room twice. A very stressful start after a long journey. The reception seemed to have no idea which guest was assigned to which room. Wristbands: The material should be changed to something that can be knotted! À la carte restaurant: Our reservation was booked under the wrong name. After waiting for a long time, we were turned away and told to make a new booking. No apology was offered. Room: We experienced water leaking twice — it was already known that water could enter some rooms! The issue comes from the air conditioning in the ceiling, with water running down the wall near the doorframe. Shower: The showerhead is not cleaned properly, full of limescale and green oxidation. The shower hose is falling apart. Mirror: Large mirrors are installed, but everything looks carelessly built and smeared with excess grout. Tip: Put felt pads under the tables! Moving chairs and tables early in the morning wakes up the entire house. Breakfast area: Far too noisy! Only one coffee machine, often out of order. Staff seem overwhelmed. Too long waiting times at breakfast. Dinner: The warming containers don’t work well — food is cold, and variety is limited. At the “Mexican night,” any Mexican restaurant in Germany offers more authentic food. This hotel is definitely not of a high standard!

Katrina Helm

Sames, Ismael and Jhony Perez were SO amazing tonight and made an excellent flaming coffee drink beside our table after dinner. It was such a great show and Jhony was learning how to do it. Such amazing staff every night, always attentive and caring and Ismael even brought apple juice for the 3 year old in our group without even being asked. Sad to leave, but so very grateful for the experience. Thank you for the fantastic memories!!

Brandy Lawson

We've been here several times, but this time wasn't impressive. Our September 17-24 reservations were canceled with no notice due to renovations and we received no offer to move us elsewhere or any compensation. We rescheduled for October dates. Our first flight on Saturday was canceled, so we could not get there until Sunday. We called and were told it was no problem, as long as we stayed 7 nights. We then changed our return flights so that we could stay 7 nights. Upon arrival on Sunday, we were charged for Saturday night and told we couldn't check in until after 3. We mentioned that Occidental canceled our September reservations and that they told us on the phone on Saturday it would be no problem, but were forced to pay for Saturday night, nor would Alejandra allow us to check in until the standard 3pm check in. During our stay, we loved La Carreta and it's friendly staff, the Mexican restaurant was good, and the bartender at the adult pool was fantastic. The drinks were great and the diving staff was top notch as always. We stay in Royal, but Alejandra was never friendly and always acted like we were causing her to work. On prior trips, it was easy to change out beach towels. This time, they argued about trading in towels at the poolside, so we had to exchange at the Royal office. Sadly, I think this will be our last visit to Occidental since they obviously care so little about long time customers.

S D

We were beyond impressed with Ismael. Not only was his service outstanding, but he remembered the small details each and every night. Ismael went out of his way along with Melchor, Jhony Perez , Damaris, and Alejandra to prepare us a special desert and show. If it was possible to give higher then a 5 star I would. Beyond the best experience and I 1000 recommend this resort and team. Thanks Ismael and team for making our time so memorable 💖

Andrea B

Our family stay in Cozumel was nothing short of incredible. From the moment we arrived, we were greeted with warmth and genuine hospitality by Vicente & Alex that made us feel right at home. The resort had everything we could have possibly wanted—beautifully maintained grounds, crystal-clear water perfect for snorkeling right off the pier, and endless activities for everyone to enjoy. Alan made sure our drinks were full when we sat poolside. There are two pools connecting with eachother. There is no beach access here but we never missed it. The food was outstanding, with a wide variety of fresh, flavorful options each day. Miguel & Sylvia greeted us each morning at the breakfast buffet. Miguel made sure my husband had his favorite morning juice. If there is something you wanted and didnt see you just had to ask. There are four restaurants here. Reservations are recommended in the busy season. Ivan treats you like family, Laura made sure our steaks were cooked to perfection outside at Flamingos. The desserts were a highlight on their own—truly decadent! There is a coffee, dessert & sandwich shop just inside the hotel lobby. The spa offered a peaceful retreat and left us feeling completely rejuvenated. Narve provided a relaxing hotstone massage. What stood out most, though, was the staff. Every single person we encountered was friendly, attentive, and went out of their way to make our stay special. We stayed at a Palace resort last year and without question when Daniel & Jorge asked if we wanted to review our membership we jumped at the opportunity. There was no pushy sales tactics, just a conversation about how to maximize our time staying at future Palace resorts. Daniel recommended we take a boat trip to El Cielo. This is an experience my family will always remember. Snorkling in the open ocean, seeing starfish and relaxing in the Caribbean. This trip was the perfect mix of relaxation, adventure, and family fun. We left with full hearts, happy memories, and a promise to return. If you’re looking for a place that captures the true spirit of Cozumel—warm, welcoming, and full of beauty—

Todd Garner

If you are looking for a fabulous dive hotel, this is the one. Very close to the airport, as well as all the mid and southern reefs. Many dive companies pick up on the pier at the hotel. The culinary experience was wonderful, and the service was great at all of the restaurants. We especially enjoyed the Mexican themed restaurant. Very close to downtown (within walking distance) and felt very safe around the area. Our room was spacious. We had one issue with the shower and it was fixed immediately. The entertainment was a cherry - some of it was actually pretty good for not really expecting to be entertained. The pools were fairly quiet and for the all inclusive part, they did not skimp. Not really a beach, and somewhat turbulent water to swim in, but a great viewing area that you can see across to the mainland. Did not have any bad service whatsoever. I can't remember all the names to give shout outs to, but I remember that Luis in the workout area was very nice and a good representative of the type of customer service that they provided. The only negative is that they pressure a little at the end to sign up with them for your next vacation. It actually looked like a pretty good deal, but just felt a tad pushy. We would definitely go back and recommend.

SYN

Our family's trip to the Palace Resort in Cozumel was our first time traveling internationally and needing passports. Getting the passports was a bit of a hassle, but it should be smoother next time! When we arrived, we easily found the Palace reps by the taxi stands. After confirming our names and luggage, they whisked us away in a super nice black SUV that fit our family perfectly. Our driver (can't remember his name!) gave us a great rundown during the ride to Playacar. We got there about an hour before our ferry to the island, so we hung out, admired the pretty scenery, and grabbed a coffee at a cafe. We were stoked to find out our drinks were on the house as part of our resort stay, so we left a big tip! That was an awesome start to the trip. After snapping some pics of the gorgeous Playacar beach, we headed to the ferry. At the ferry terminal, our checked bags went through security, and then we boarded. We grabbed seats on the upper deck to soak up the sun and were amazed to see flying fish jumping out of the boat's wake – pretty cool, even for someone who's traveled a lot with the US Navy! Once we hit the island, we got our luggage, and another Palace rep, who recognized my name, hooked us up with a taxi to the resort. At the resort, our concierge, David, gave us a warm welcome. We went into an office where David offered us some chips and guacamole, which was super thoughtful after our journey. After checking in, we were shown to our rooms. Our room totally blew us away! The ocean view and in-room hot tub were absolutely incredible and a dream come true. After checking out our rooms, we went downstairs for complimentary manicures and pedicures. This was a first for me, but the foot massage, exfoliation, and nail care were seriously relaxing and enjoyable. By the pool, the team was amazing! They brought us towels, offered drinks, and gave awesome recommendations, making us feel right at home. We met so many cool people by the pool. The resort restaurants consistently served up delicious food, and I was happy to see my son trying all sorts of dishes. The staff were super attentive, providing excellent service and recommendations. The entertainment team was incredibly dedicated, going above and beyond to make sure everyone had a blast. From fun water games in the pool to captivating evening shows, their efforts were outstanding. The shows were especially impressive, with great audience participation. My wife and I treated ourselves to a couples' massage, which was definitely a highlight of our stay. It started with a special cleansing ceremony using copal and a prayer to release negative energy. This "Kukulkan Mayan massage" focused on the sacred animals: the jaguar, snake, and eagle. Our trip also doubled as a celebration of our 20th anniversary, and the Palace Cozumel team made it unforgettable! When we got back from breakfast on our anniversary, our room was decked out with balloons, and rose petals were arranged to form "20" and hearts on our bed. By the poolside, where we relaxed, even more anniversary balloons and a bottle of champagne were waiting for us. Our vow renewal ceremony on the Cozumel Palace pier was like something out of a movie. As the sun began to set, we had our ceremony, and then headed inside for dinner, which had been moved because of potential rain. The meal was extraordinary, with a personalized menu based on our favorites. After dinner, we rejoined a live band outside, where my wife and I shared our first dance. Since we eloped in Reno, NV, our original wedding was small, so having our whole family there for this celebration was incredibly meaningful, and the photos captured the moment beautifully. For tours, Christian was a lifesaver, helping us navigate all the options and pick out some unforgettable experiences. We chose the stingray and dolphin encounters, and both were exceptional and highly recommended. Feeding stingrays and swimming with dolphins created amazing memories for our family.

Andrew Haitz

We have stayed at many all inclusive resorts in the greater Quintana Roo area, but our one night stay at palace was our favorite. They have a fantastic team here. Shout out to Luis, Dora, Oswald, Duran, Jose, and the team for making our stay extra special. They had a great free snorkel rental and some of their dishes we tried were what memories are made of. This was our first time ever staying at a palace resort, and we can say for sure that Palace Cozumel is a must if you are in the area! The team here went above and beyond to make sure we enjoyed our stay and our hearts overflowed with joy as a result. And their in-room tubs? Luxurious!

Fleur Tang

We came here for a day from the ferry. Since we were staying at Playacar Palace the gave us a complementary room. However it was only for an hour from 5 pm to 6 pm. The service is good but the nearby coral reef seems dangerous. There are warnings about fire coral and not to stray from the buoy lines. The waves are also really big. Otherwise I recommend going to Flamingos. The kebabs are delicious although a little too salty. Every other thing was perfect.