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“Disappointing except the Royal Club” 3 of 5 stars
Review of Occidental Grand Cozumel

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Occidental Grand Cozumel
4.0 of 5 Resort (All-Inclusive)   |   Km 16.6 Zona Hotelera Sur | Colonia El Cedral San Francisco Palancar, Cozumel 77600, Mexico   |  
Hotel amenities
Ranked #31 of 57 Hotels in Cozumel
Swindon, United Kingdom
Senior Contributor
27 reviews 27 reviews
11 hotel reviews
Reviews in 15 cities Reviews in 15 cities
28 helpful votes 28 helpful votes
“Disappointing except the Royal Club”
3 of 5 stars Reviewed March 24, 2013

Like a previous reviewer, I too have done several reviews all of which I believe have been honest but this hotel was a massive disappointment and I also believe that Virgin Holidays have to take some responsibility. Agree that if there had been a rep in resort things may have been different but we had no rep in resort
If we had not upgraded to the Royal Club (RC) it would have been a very unsatisfactory holiday and well below the standards we expect of a Virgin holiday.
We booked this holiday through Virgin in the UK and flew into Cancun. We then had to transfer from Cancun to Cozumel. Journey from Cancun to resort – was vague in the brochure at 2 to 3 hours including ferry – did not mention 2 taxi rides interspersed by a walk through Puerto del Carmen (with cases) to get to passenger ferry. The journey back to Cancun took even longer leaving at 1pm for an 8pm flight – had to wait 45 mins at the ferry terminal, arrived at the airport at 4pm and then the plane was 90 mins late taking off (i.e. 9.30pm). So the journey was already 8.5 hours before the flight!
On arrival there was nobody at the front lobby, and we had to find our own way to the Royal Club reception in the dark pulling our own cases – never had to do that before. However in the Royal Club welcome was good with a nice cool drink and process very quick.
System (if there was one?) for booking restaurants was unclear. We had paid for Royal Club upgrade but only able to book RC restaurant for 50% of stay. The rest of the time we managed to get into the other 2 A la carte restaurants but this took a lot of effort and we heard many other people complaining they couldn’t get bookings anywhere. The other 2 a la cartes were fine but not in same league as RC.
There were several incidents of drunken rowdiness during the day round the “relaxation pool” which the management did nothing to address.
The beach itself is good but the sunbeds and sun shades are too regimented and close together so we didn’t use them. Besides which it seems people went down there at 6.00am to “reserve” with their towels – not our scene. We stayed at the relaxation pool which had plenty of beds and was a lot quieter in the main (see comment above).
Bars – not great. The pool bar only had 1 guy serving and always had a queue and the Lobby bar was a bit like a station and drinks were served in plastic glasses.
Restaurants – we used the dinner buffet once upon arrival and were not impressed with the food which was lukewarm so did not use again. From what we could see from the menu it changed very little each day despite there being weekly themed evenings. Lunch – we used the Beach restaurant once and after queuing for 20 mins just to get in gave that a miss for the rest of the holiday as well.
Royal Club – ate all our meals there wherever possible and it was excellent – the staff (Tomas/Adrian/Rogelio) were friendly, attentive and overall top class.

In summary very disappointing and not a resort I will be going back to. However if you do go make sure you book the Royal Club.

Room Tip: Room Tip: Pick a room off the first floor and book Royal Club
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  • Stayed March 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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English first
Guelph, Ontario, Canada
1 review
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed March 23, 2013

Facilities: spectacular. Truly. Suite was palatial. Grounds lush and glorious, with some fabulously enormous and healthy-looking iguanas, a sneaky caiman or crocodile (couldn't tell which) living in the mangroves, and a seriously overfed population of turtles.
Service: First club really is the way to go. Red carpet treatment -- Miguel Quiroz, the manager, even had his wife pick us up some fresh mangoes from the market, because they weren't available on the property and I was fiending for fresh tropical fruit! He also had the gardeners save us some fresh green coconuts (I love coconut water with lime -- a habit I picked up while living in the Caribbean). Juan (who typically works at the Cozumel Allegro, but was loaned to the Grand for the time being) gave us such friendly, helpful, personalized service in the beach restaurant -- he was a real pleasure to deal with (he made sure our food always had plenty of peppers).
Food: NEED MORE LOCAL TROPICAL FRUIT. NEED MORE AUTHENTIC MEXICAN / MAYAN FOOD. A taco bar would be inexpensive and great -- especially if it had the real stuff: tacos de tinga, tacos al pastor, tacos de lengua, tacos pescado (with fresh catch) etc. The food (this being the off season) was mostly meh, except for the few dinners that took place in the specialty restaurants. The bars had no tamarind, no horchata, no jamaica. The food lacked the complexity of Mexican spices I love: roasted and smoked peppers, cumin, pepitas, etc. etc. And seriously -- I try not to buy tropical fruit when I live thousands of miles away from where it's grown, so when I'm in the tropics, I want to STUFF myself with it. And Ontario, Canada just doesn't understand what authentic Mexican food is; I grew up in southern California, and miss it terribly.

Room Tip: FIRST CLUB!!! So very worth it. Our suite was gorgeous, palatial, and immaculate.
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  • Stayed September 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Greenfield, Wisconsin
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed March 23, 2013

11 of us friends and family vacationed at the Grand Occidental in Cozumel. We were amazed at the beauty of the resort, breathtaking views, the staff were very friendly and attentive, evening entertainment was amazing, loved the water activities esp the water zumba class. The downfalls - poor tasting coffee, no half and half creamer, no swim up bar and the pool bars didn't stay open long enough at night and hoping to have more authentic Mexican food since we were in Mexico. Otherwise.. the trip totally exceeded our expectations and we certainly will go back!

  • Stayed March 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Airdrie, Alberta
Contributor
14 reviews 14 reviews
9 hotel reviews
Reviews in 10 cities Reviews in 10 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed March 22, 2013

After leaving the Mayan Riviera and Playa Del Carmen area we weren't quite sure what to expect. I let my wife pic this one and I left it at that. All I knew was this property was a fav amongst the diving aficionados. First part of the adventure was making our way to the Ferry Terminal. It is just down from the main plaza in Playa Del Carmen, across from Senior Frogs and beside the huge arch/ statues.Easy to buy a ticket for about 13 CAD EA one way.You can get cheap beer down that way and so sipping a beer while we waited for our 8pm ferry was easy. there are porters their if your luggage is to much for you and you do have to check your bags, you are given a bag tag. we sat on the outside deck of the ferry enjoying the sights, sounds and smells. 35 minutes later we were docking in Cozumel not a bumpy ride at all. We were greeted by the army which had a dog sniffing luggage, easy to claim your bags and a short walk out to a taxi. Taxi prices are listed on a board out front, for the 20 minute ride it only cost us 18 CAD dollars decent pricing. We made it too our resort around 10. We were greeted and met the Concierge for the Royal Club Rep in the office just outside the Royal Club area (champagne). If you get a chance and want to upgrade pay the $$$$ it is worth it! hey got us in for a dinner seating that night as we don't like eating buffet style late at night. Los Olivos wonderful food, wonderful staff. We went for a walk , the grounds are very lush and feel very natural. This is a quiet Resort, which we were looking for. When we did get back to our room to enjoy it after a short walk about. Impressed Bedroom with king bed, closet hiding tv and a fridge stocked with beer/water , pop for your enjoyment, a balcony off the bedroom with table & chairs, ensuite,jetted tube and large glass shower, spacious sink area, closet with safe. living room with couch , table , chairs tv, off living room a deck that overlooks the private Royal Club pool area (small pool that was actually a very large jacuzzi) and a slight view of the ocean. also had a dining room which had champagne waiting for us. so the room was a five ***** star, comfy bed and if you read my review on the Mayan Palace, know that our bed was so comfy!!!! Our first night we went to La Mision Bar & Disco which was pounding out tunes, has a small dance floor, pool table and decent table chairs, about 12 people from a wedding party were in there doing their pre whoopp up before the day. The nice thing about having a dining room in the Royal Club was ordering coffee and breakfast from the menu-good food , great service, always nice to eat fresh fruit, pastries, eggs, in the dining room or small balcony. Our first day in Cozumel we relaxed at the Beach, nice wide, long , open expanse , went for long walks and the shoreline is littered with bits/ pieces of coral and shells. you can snorkel right off the beach , we saw sting rays, barracuda and a wide array of colorful fish, snorkel closer to the pier and boat docking area and you see more fish. the only thing I wish as we only had 5 day here was the time to re-certify for diving, from all the people we spoke to and seeing the Dive boats coming and going looks like the diving is primo!!!!! we usally always booked are dinners late 7-8 b/c being at the beach with a beer and a snack meant you could enjoy the amazing sunsets, breath taking, I have enclosed one shot that will mesmerize you at it appears an angel is in the picture. on the beach there is Beach Club which has a great setup, great service, food is so/so actually average at best to bad the location and the service are excellent, they need to rethink their strategy on this one(food and use wise)
Sonora Grill -good food, excellent service-I give it 3.5-4
In the night we ventured into town as we had heard that the first night of Carnival was taking place. Carnival is a 130 year old tradition where Cozumel comes alive, the people young and old all love Carnival. when we made our way along the main drag the parade was in full swing, people were dressed to the nines, dancing loud music, the costumes were beautiful, the people were alive it was fun to watch, after we went and grabbed some things from the Supermarket. always interesting to see what prices are in other country's, the store was similar to a walmart super center. we bought booze which is always cheaper than Canada and some spices that we may have no access too. once the parade was done we left as we wanted to venture out in the early am and see the island of Cozumel. when we got back to the resort around 11-1130 I smoked some cigarillos and enjoyed some cocktails at the Lobby Bar met a fantastic group of Bostonians who were down for a wedding and continued are Party at La Piazza/Pizzeria , tequila shots, beer, cocktails and flat pita bread pizzas a fun way to wrap up the early am.
Next day another great day ordering breakfast into our room, love room service! We rented a car onsite which cost us about 25-30 more than if we had rented one in town. I think it was 85 all in for a full 24 hours and we used that car. we were dissuaded from renting scooters which were glad. We departed from the resort to a bank in Cozumel (get your pesos ahead of time, it was about 13 pesos to the dollar it fluctuates bank to bank, exchange place to exchange place), made a trip into a 7-11 just the heck of it, cheap smokes and candy/snacks unique to us and our kids back home. off we went the roads are great , relatively small island and only one major road system much like Kauai. Our first stop was at Coconuts Bar and Grill great cliff side location, we sat with a view overlooking the rugged coastline and beautiful beaches, grabbed some dos equis , chips with salsa and guac, this place is famous for their stacks of photo books with the t***ty shots, girls get a free shot for doffing their tops. hmmm so waiting for your food they bring you a book to peruse, quite funny, amazing what people do for a free shot. the vendors enticed us down do some hard negotiating here as most travelers through Cozumel are the cruise ship type. we bought a few things but bargained hard, if you have the time stop at places along the way that are selling merchandise that arent your normal recommended stops b/c this is where you can get some good deals! we stopped at a few Beaches along the way and they have these really neat skinny service roads just off the Beaches and there are miles and miles of beach, and a ton of stopping points, we had endless beach to ourselves and swam in the crystal clear ocean. next stop was Bob Marleys another beautiful spot, we didnt have a drink, we just admired the beach area, took a look around for a while. After that spot we ventured to the reef area the rental car guy told us about, it is very rocky but very few people there, just some locals with their kids, so we were able to see a ton of fish and it is quite deep 12-20 feet down, lots of shells and loose coral. it was nice a great day where we spent hours and hours on the beach , in the water. great day for our adventure and well worth the car rental. back to the resort to have a beer , snacks and watch the amazing sunset. we had a great dinner at The Royal Club Restaurant, service and food were all amazing. if you enjoy coffee then get your waiter to make you a Mayan coffee or Spanish coffee it is amazing to watch and amazing to drink yum. we had no problems tipping at the all inclusive as the service staff were always there with a smile! after dinner we took a cab in and enjoy the Carnival, the dancing, the samba bands that enticed down a side street and had us dancing while the drums beat , the whistles sounded there blasts of pace, the fire dancers the live bands, the food, the drink, street chaos it was a ton of fun. I want to come back when Carnival is on, it just adds so much more to your experience!!!! For a del sol the size of my arm it was 2 dollars!!! we had a fun night and made our way back for alate night pizza/ beer and met some gals from Toronto who were funny, aint nobody got time for dat, they were looking for a party resort and this isnt that type of resort I am sure it has its moments, I think one of my wife and my fav nights was drinking and playing chess with the giant chess pieces and sitting on the beach in the pitch black watching the shooting stars and seeing Playa del carmen/Cancun lights off in the distance. Our next morning had a fab patio breakfast at the Royal Club Dining room, after it included a quick trip to town (Sunday) no cruise ships come in so many shops are closed, we went shopping for a few trinkets for the kids. Back to the resort where we enjoyed another sun soaked, beach day. As you walk to the beach area there is a bridge you cross over the mangroves and most days we saw a croc or two, tons of turtles and lots of birds. All in all an amazing , relaxing Beach holiday on a wonderful Island, get out and explore the Island , the people are fantastic. The only things we didn't use at this resort, Tennis courts, spa, gym and the pools which were nice but not spectacular and anyway who needs a pool when the beach/ ocean, a nice shady palapa is all you need. Great staff, good food and quiet. This is well worth a stop away from the hustle and bustle

Room Tip: stay at the Royal Club -be a rock star
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  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Las Vegas, Nevada, United States
Contributor
11 reviews 11 reviews
Reviews in 4 cities Reviews in 4 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed March 22, 2013

We recently stayed for almost two glorious weeks at the Grand Occidental in Cozumel. Loved being there! The staff was wonderful!....ALWAYS very accommodating. The Food was good! We always had plenty to eat. The Dive Shop on the resort was SUPER amazing! The rooms were lovely except we were on the first floor and there was a mold issue (rain/humidity) on their part and allergy to mold on mine which ended up causing an case of bronchitis and an expensive doctor visit which was VERY CONVENIENTLY located on property. The Doctor was very good and even carried meds with so once again, I didn't even have to leave the property for medical care. We were moved to a second floor room that was equally as beautiful and because it wasn't on the ground floor....no mold! The bathrooms are especially wonderful sporting a very large shower AND a soaking bathtub! The floors are beautifully done in marble and maid service was very good....not excellent! The beaches were beautiful and very well maintained and so clean! The beach wait service could have been a little better but there was only one person covering the whole beach. The snorkeling is wonderful! This was my second visit to the resort so I was expecting a quieter, more adult beach as first experienced. There were kids, and for the most part, they were well behaved and the ones that were not could only be fault by their negligent parents. Should you visit this resort, BEWARE of the timeshare pitch foisted upon you when you check in...It is also a pitch for off property activities. If you are there to dive, don't believe anything they say....go straight to the Dive Shop to schedule diving. Also if you aren't one for the nightlife, request a room distanced from the centers of activity based around the eateries/office because of the night noise. I would really give this a 4.5 rating if I could. I DO definitely plan to return! Oh, and one of the most entertaining things are the beautiful iguanas that are always around the smaller pool! I loved being there and felt sad to leave!

Room Tip: If you are super sensitive to molds request an above ground room. If you retire early, request a ro...
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  • Stayed December 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ontario
Senior Contributor
42 reviews 42 reviews
12 hotel reviews
Reviews in 17 cities Reviews in 17 cities
33 helpful votes 33 helpful votes
3 of 5 stars Reviewed March 20, 2013

We travelled to the Occidental Grand Cozumel for March break. The resort is located about 20 minutes from the airport. Check in was quick and easy as we had paid for Royal Club. Our room was on the first floor of building 21. It was clean and ready when we arrived. The room was nice, with a great shower and plenty of water pressure. It did feel damp, as the resort is located in a Mangrove swamp. Royal club is worth the money. We did not have any problems getting reservations at the Al a Carte restaurants, but there were others in Royal Club that did not get any reservations until the Thursday. (we arrived on Saturday). The food is good. The service is slow and the servers are not really accomodating when you ask for a change to a reservation. We had a reservation at 9 in the Royal club restaurant and people we met had a reservation at 8:30. We asked to be seated together at 9, and this caused all kinds of difficulties. We waited until 9:20 for our seat, and the restaurant was half empty. We found that in most cases. Although the restaurants were empty, there were no reservations for most people. One area that this resort needs improving is the bar at the pool/beach area. There was always a line up of 15 minutes or more as there was one bartender, one blender and everyone ordering blended drinks. There is service on the beach, and if you tip the waiter really well in the morning, and continue to tip all day, you will get better service. Money goes a long way in this "all-inclusive" resort. The walk to the beach is about 6 minutes. You had to be up and on the beach by 6:30 to get a chair. We called it "chair wars" as some people would move towels and books and when people came to sit, their chairs were gone. Take a beach bag, shoes and a hat to hold your spot. The pool was cool, but the weather was cool too, so I imagine that the water heats up with the sun.
We booked an excursion with the Air Canada representative for the catamaran snorkling. Because of the weather, it was moved from Tuesday to Friday. On Friday, we waited on the dock for 2 hours and the boat did not show up. When we talked to the representative on Saturday morning, he would only compensate our money, but would not do anything else to help us. We then booked a private boat for Saturday morning, because we were leaving later that evening and went out with a tour right at the resort. It was the best part of the trip. We went out on the "Heatwave" with a divemaster! He was fabulous and the snorkling was the best in the world~we have snorkled in many, many places.
Check out was at 12 so we had to pack, but because we were in Royal Club, we had a hospitality room at 4 to shower and get ready for our flight. The airport was slow because of a computer problem, but we managed to get through security in under an hour. Don't take any small bottles of lotion or cologne, because security took everything.
All in all, an average trip. There is not great walking on the beach, the water was lovely, the snorkling was amazing, the food was good, the room was damp and the service was slow. Would I go back? To snorkle, yes> for a holiday-no....

Room Tip: Pick a room off the first floor and book Royal Club!
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  • Stayed March 2013, traveled as a couple
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Selby, United Kingdom
Senior Contributor
24 reviews 24 reviews
22 hotel reviews
Reviews in 22 cities Reviews in 22 cities
69 helpful votes 69 helpful votes
2 of 5 stars Reviewed March 19, 2013

I have done several reviews all of which I believe have been honest. This holiday was a massive disappointment and i feel sad that I am writing this. It wasn't just the hotel, I believe Virgin Holidays have to take some responsibility, they sold the package.Maybe if they had a rep in resort things would have been different.

We flew from Gatwick and used the V Room which was an excellent start to our holiday. We have flown with Virgin in the past and remembered the good service once on board the air craft and were looking forward to the flight. Once seated we settled in but I have to say it wasn't a pleasant experience. We had very noisy neighbours (not Virgins fault) but the staff in general seemed quite grumpy and disinterested. Both my husbands and my earplug connection was faulty which resulted in holding the plug in all the way in order to hear the movies. We mentioned it to a member of the cabin crew and were told it was a engineering fault and she couldn't do anything about it but she would mention it to the supervisor?? That was the end of that! Having spoken to other passengers this was not an isolated case so why hasn't this been overhauled? Nearly ten hours on a plane without entertainment is not funny and I am sure this problem as yet will not have been fixed.
We arrive at Cancun, spend nearly two hours getting through security etc, find a rep, get put on a bus and whisked off to catch the ferry. We arrive at 7.55pm with the ferry leaving at 8.00pm. The driver literally had us running through the streets to the ticket office to buy tickets ( should these have not been done in advance?) we did get the ferry, there were six of us but can I say at no time was any consideration taken for age or mobility of clients. Then we were waved off having been told to look for the Virgin sign at the other side when we docked, we all felt thoroughly abandoned!! After a very rough ferry ride we found our contact at the other side who found and deposited us in a taxi to make our onward journey. We were told the arrangements for coming back ( we had to get and pay for a taxi which he would re imberse ) I am sorry but I find this totally unacceptable and uses the wording of" transfers included" very loosely!!
Once at the hotel and checked in we ate before going to bed after what had been a long day. The food we had was barely warm but we put this down to being the end of the evening. Our room did smell damp but we thought this could be due to not being used for a while. After being awoken at 5.30 am buy doors banging, what seemed like furniture being moved, very loud talking and the clickerty clack of flip flops on the stairs we got up our selves feeling tired and grumpy. We opened the curtains to find we had a patio barely two foot square which had no daylight at all as it was in a group of trees and bushes. The room was large but who on earth thought it would be a good idea to put the wardrobe in the bathroom with no extractor fan?........result after a few days, very damp and smelly clothes!!
The hairdryer didn't work, there was no iron or ironing board, but this was rectified quickly by the hotel. We were in Block 19 next to the quiet pool but as the path to the beach runs through it it was anything but quiet.
The grounds are lovely and immaculate, staff very friendly but the way it is managed and I am talking from the top, not locally is a disgrace.
Food was basic and hardly ever warm. Crockery was often cracked and chipped as were the glasses at the bars, not a good image. The hotel was busy and always noisy, every morning we were woken between 5.30 and 6.00am.....what was wrong with these people, do they not sleep? The final straw came the following weekend when a party of fifty teenagers checked in.What hotel in their right mind takes a booking for fifty teenagers??? They were drunk, loud and very disrespectful to other guests and the wild life. My husband went back to the room for something only to find two youths who were throwing an iguana they had caught in the pool!! This is supposed to be an Eco hotel....what can I say? The rowdiness went on until gone 2.30am and then the 5.30am lot started again. We went to reception and asked if they could possibly post notes to ask guest to be respectful of other guests and the wildlife, that's when we were offered a move. The hotel apparently was over booked and we were offered a two night stay at the Allegro Playacar. We and another couple who were also not very happy said we would but we wanted to stay there until it was time to fly back to the UK as it would have been a lot of coming and going.The hotel agreed and it was sorted until I asked them to contact the Virgin rep to re arrange our transfer back to the airport. At this point the rep said not to go to that hotel and he arranged for us to go to the Occidental Flamenco Xcaret. The deal was done. We packed and off we went. If we had been offered a flight home we would have taken it, our holiday was ruined.
We stayed at the flamenco, a much bigger resort quite a lot was better, it was busier but quieter, I think because it was spread out over a larger area. Food was better but I still had issues with cracked and chipped crockery and glasses, this really was unacceptable for this standard of hotel.
Overall our experience of Virgin, Occidental and Mexico has been seriously tarnished. We feel ripped off by our experience, we thought we were buying into a quality package but it has been a huge disappointment.

  • Stayed March 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sandra Alcázar U, Social Media Coordinator at Occidental Grand Cozumel, responded to this review, April 8, 2013
Dear uptowngirl1,

First of all thank you for choosing our Occidental Grand Cozumel as your holiday place and
thank you for taking the time to share your experience with us. We are always concerned
about our guests’ well-being and strive to make their holiday at our property an unforgettable
experience.

I apologize for any inconvenience you might have encountered during your stay with us. I can
assure you that one of the main goals of our respective teams in all departments is to work on a
daily basis to constantly improve our services and guest satisfaction.

We regret the behavior of the teenagers. We spoke several times with the group leaders
and will take action to avoid this kind of behavior in the future.

We always try to provide the best service to our guests, thus your comments are taken in
earnest. Rest assured that we strive to provide the best of quality and service to all of our
guests.

I thank you again for your interest and comments, as it is our wish to excel in every aspect of our
operation and this can only be accomplished by correcting the deficiencies which are brought to
our attention through your positive and constructive comments.

Once again and on behalf of our staff we would like to apologize for any inconvenience we could
have caused.

Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Occidental Grand Cozumel

Address: Km 16.6 Zona Hotelera Sur | Colonia El Cedral San Francisco Palancar, Cozumel 77600, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Luxury Hotel in Cozumel
#12 Top resorts Hotel in Cozumel
#16 On the Beach Hotel in Cozumel
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Occidental Grand Cozumel 4*
Number of rooms: 251
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 
Reservation Options:
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Also Known As:
Occidental Grand Cozumel Hotel Cozumel
Occidental Grand Hotel Cozumel
Occidental Cozumel
Grand Cozumel
Grand Occidental Cozumel

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