Occidental Cozumel

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 💖