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“Expectations are everything” 4 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 #29 of 57 Hotels in Cozumel
Fort Worth, Texas
1 review
6 helpful votes 6 helpful votes
“Expectations are everything”
4 of 5 stars Reviewed July 13, 2014

Reading the reviews prior to our trip, I was really nervous. We were pleasantly surprised! We booked through FunJet vacations, so transportation was easy and our arrival was wonderful. We knew check-in time was 3pm, so we were expecting to have to wait. They got us a drink, towel cards and escorted us down to lunch. The grounds were gorgeous. Again, know that there are no beach view rooms, but the views from the pool and beach are wonderful.
The time-share component was not something we were prepared for. Jose was very nice, but the pitch and deals with associated hassle took more time than we were ready for.
Our room was good. We were in building 15, which was right in the middle of the resort, so quiet, but access to pools/beach and main buildings/activities. Our A/C worked just fine and we were happy with the bed. It's not the Westin heavenly bed, but it worked for the week. The fridge was well stocked and we didn't really need much else.
The food was a fear of ours, but again... expectations are everything. This is not a 5 Star restaurant in NYC. The service was outstanding and Adrian was SUPER attentive. Breakfast was great. If you can't find something you enjoy at breakfast, I don't know what you're looking for. Lunch was great every day, but our last, but we were still able to find something we enjoyed. There are always fresh fruits, veggies, tortillas, fish and chicken, so you can make it work. The coconut ice cream was outstanding! The view from lunch was tremendous as well. Dinner buffets were good. Seafood night was my favorite. We ate in both of the specialty restaurants and enjoyed Los Olivos the most. Our package included a specialty meal and it was wonderful. I believe if you go in with expectations for good food and open to different combinations, you will be pleasantly surprised.
Our romance package also included a welcome champagne and strawberries which we had to request a few times, but they were worth the wait. The massage was ok, it was not a deep-tissue or romantic-beach massage, but it was a quiet 20 minutes to relax (30 minutes is set-up time included). It was something we probably would not pay the extra money for in the future.
The drinks and bar service were also good. We have stayed at all-inclusives before. You always need to specify what alcohol you want, just like any other bar. They will give you the house liquor if you do not specify. We brought our own insulated cups and highly recommend it. It keeps your drink colder, longer and make for less trips to the bar. I was sad that there was no swim-up bar, but the lines were not too bad.
The pool and beach were also great. There were a lot of kids in the main pool, but the relax pool and beach were quieter. The beach was great and there were always chairs available. There were a few salesmen, but they were not as pushy as other places I have been.
The entertainment was ok. The fire show and Aztec nights were really good, the others were not the best. The disco was fun to meet up with other couples, but not a true dance club, unless you're willing to lead the line dance.
Our excursions were good. As mentioned before, there was some hassle in getting everything ironed out, but in the end, the snorkeling and jeep rental were worth it. We would highly recommend renting a car/jeep to explore the east side of the island. The beaches are SPECTACULAR! Having a dock right on the resort was helpful with our snorkeling outing because we got right on the boat and wasted no time getting to the reefs.
Overall, my husband and I had a great time. Everyone was very helpful and courteous. The room was what we needed and the food and drinks were plentiful. We were looking for and expecting a quiet, romantic week, and that is what we got. If you are looking for 5 star, you will need to pay for a 5 star. If you keep your expectations in check, you will enjoy your stay.

Room Tip: If you want all beach/pool, stay in the higher number rooms. I would not suggest staying close to th...
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  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liliana S, Reputation Manager at Occidental Grand Cozumel, responded to this review, July 22, 2014
Dear Hairstons,

Thanks for your review, we appreciate your honesty about grading various areas or our resort. We're glad you enjoyed your stay with us at the Occidental Grand Cozumel. We sincerely hope to be able to host you again in the near future for yet another pleasant stay

Warm regards from Occidental Grand Cozumel,

Liliana S.
Reputation manager
Occidental Grand Cozumel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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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
Traveler tips help you choose the right room.   Room tips (702)
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English first
Cleveland, Ohio
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed July 12, 2014

The buildings and grounds are beautiful, beach and pool are great, rooms are large, and staff attentive. The food is so so, always a wait for a drink, and a/c doesn't work well. I don't know if I'd go back, but nice enough for a romantic long wknd.

Stayed July 2014
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liliana S, Reputation Manager at Occidental Grand Cozumel, responded to this review, July 22, 2014
Dear tennisjed,

Thanks for your review. We're glad you enjoyed your stay with us at the Occidental Grand Cozumel. We sincerely hope to be able to host you again in the near future for yet another pleasant stay. We appreciate your other remarks as well as they help us improve our service.

Warm regards from Occidental Grand Cozumel,

Liliana S.
Reputation manager
Occidental Grand Cozumel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Reviewer
4 reviews 4 reviews
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed July 12, 2014

First Club service and staff are awesome. Special mention to Lia, German, Jorge, Kinga, Quitzia, Ivis, Luis. Housekeeping lady Geidy and Crescencia. El Sonora waiter Esteban is really cute and funny. On our last night before leaving, I ordered 2 dishes, shrimp and steak and he gladly gave them to me. I have an issue with lady at reception though. Her name is Melissa and everytime I request something from her like tissue or extra chair in the room, she would only say yes but never did anything. She will not call to explain. No follow up. Charming store lady at the beach named Laura. Pina colada is the bomb. Love the midnight snack 10:30pm to 1:30 am at La Posada. We could stay in, order for take out to our rooms.

Room Tip: Our room's AC was a bit weak but we were okay with it. Guess we were more excited to stay outdoo...
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  • Stayed July 2014, traveled with family
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liliana S, Reputation Manager at Occidental Grand Cozumel, responded to this review, July 22, 2014
Dear Jeg D,

Thanks for your review. We're glad you enjoyed your stay with us at the Occidental Grand Cozumel. We sincerely hope to be able to host you again in the near future for yet another pleasant stay. Thanks for all the employee mentions and about their service.

Warm regards from Occidental Grand Cozumel,

Liliana S.
Reputation manager
Occidental Grand Cozumel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Houston, Texas
Senior Contributor
36 reviews 36 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
25 helpful votes 25 helpful votes
2 of 5 stars Reviewed July 12, 2014

This is my 4th trip to Cozumel and I've always stayed in the (now considered old section of Aura). I decided to try something new for comparison and was unfortunately disappointed. There are some pros - the grounds here are beautiful and the employees are nice. The location is good, on one of the best sections of beach in Cozumel (which isn't saying much compared to Playa del Carmen - the only reason to visit Cozumel is for the fantastic diving). The disco was fun, and the liquor selection is very decent (Cuervo Tradicional, Bombay Sapphire, etc). However, you can't get restaurant reservations. They tell you they are full but this is not true and likely done to force you to the sub-par buffet and save money on food. Thank goodness for the tasty made to order omelets at breakfast, and the nachos and vegetables at lunch. We were required one restaurant reservation b/c we bought the romance package, and there was only one other table of people in the entire massive restaurant (Olivios), and the food was only ok anyway. An employee took pity on us two gals and we managed one night in the Royal Club - probably the best thing that happened as the food and service here was fantastic and the only reason I'd ever even consider returning to this hotel. However, you get the same level of quality at Aura, and no reservations required. Also, there is room service, but they don't tell you or give you a menu. You have to inquire on the phone and they tell you a menu - likely to avoid people to use the service. The shrimp quesadillas are very good, and we ordered them numerous times to avoid the terrible dinner buffet. However, the room service was very good and fast, and available day and night (likely because no one knows to use it!) There is no swim up pool bar and tons of kids in the pools. The lock on our door broke and we were locked out of our room for 3 or 4 hours. This happened to some honeymooners as well right as they arrived and they were rightfully livid. Our safe broke - don't trust the safes as they are easy to get into. Our AC did not work, and we would wake up sweating in 85 degree temperatures - I even slept on a beach chair one night. We also met many other hotel guests with similar complaints. No concessions or apologies were made for any of these problems by hotel management - we even asked if there was anything they could do, in Spanish, and they acted like we didn't say anything. Do yourself a favor and don't even consider this hotel unless maybe you are booking the Royal Club. I realize this is Cozumel and things break, but I would return to my prior hotel before coming back to Occidental or try somewhere new. If you are not a diver, definitely spend your time at the beautiful beaches and hotels on the mainland instead. Even if flying into Cozumel, you can easily take an inexpensive 45 minute ferry across.

Room Tip: Royal Club would be the only way to go - closest to the beach and the only very good food and servic...
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  • Stayed June 2014, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liliana S, Reputation Manager at Occidental Grand Cozumel, responded to this review, July 22, 2014
Dear joannalacy1234,

Thank you for taking the time to write a review for us. We sincerely regret not having able to provide you with a satisfying vacation experience. We appreciate your feedback and you can be certain we will take your comments into consideration in order to maintain our quality standards.

Warm regards from Occidental Grand Cozumel,

Liliana S.
Reputation manager
Occidental Grand Cozumel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Denver, Colorado
1 review
5 of 5 stars Reviewed July 11, 2014 via mobile

I had a wonderful time at Occidental Grand Cozumel. The rooms are clean with big bathroom for all of my scuba gear. The staff have been very courteous to make sure my stay has been great. I can't wait until I can take another vacation and stay here again. Ivan and Francisco at front desk guest very helpful In all our daily request

  • Stayed July 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liliana S, Reputation Manager at Occidental Grand Cozumel, responded to this review, July 22, 2014
Dear Lmillsbsa,

Thanks for your review. We're glad you enjoyed your stay with us at the Occidental Grand Cozumel. We sincerely hope to be able to host you again in the near future for yet another pleasant stay, we'll let Ivan and Francisco know you kindly mentioned them in your review.

Warm regards from Occidental Grand Cozumel,

Liliana S.
Reputation manager
Occidental Grand Cozumel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Diego, California
1 review
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed July 11, 2014

What a disappointment this was! We arrived July 4th 2014 and had reservation until July 12th...We left the hotel two days earlier due to HORRIBLE FOOD, CUSTOMER SERVICE, HOTEL IS OLD AND RUNDOWN, AC IN ROOMS DON'T WORK, KEYS DON'T WORK, AND DON'T GET SCAMMED INTO BUYING THEIR "MEMBERS CLUB" CRAP! We got fooled into buying the membership and boy was that a mistake! The "Members" club room was the same crappy room with "updated" decorations...same crappy AC and bathroom! We canceled the membership and had to pay $600..

Management here needs to step it up and the owners of the Occidental Group need to update this hotel ASAP and get some management that cares about costumer service.

Do not buy this trip from any where or anyone! We booked ours through Costco.

Room Tip: Don't Stay here!
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  • Stayed July 2014, traveled as a couple
    • 3 of 5 stars Location
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liliana S, Reputation Manager at Occidental Grand Cozumel, responded to this review, July 22, 2014
Dear Alejandro H,

Thank you for taking the time to write a review for us. We apologize for the shortcomings in service as well as amenities found during your stay. We appreciate your feedback and you can be certain we will take your comments about the areas lacking into consideration in order to maintain our quality standards. Again, we apologize for not having met your expectations during your stay.

Warm regards from Occidental Grand Cozumel,

Liliana S.
Reputation manager
Occidental Grand Cozumel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 11, 2014 via mobile

The resort was very nice and quiet the employees were very nice, kind and fun especially Sonia, the food was very delicious and there was lots of activities held to keep up entertained not to mention the beautiful view of the ocean I would definitely love to come to this resort again.

  • Stayed July 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Liliana S, Reputation Manager at Occidental Grand Cozumel, responded to this review, July 21, 2014
Dear matteocristao,

Thanks for your review. We're glad you enjoyed your stay with us at the Occidental Grand Cozumel. We sincerely hope to be able to host you again in the near future for yet another pleasant stay. We'll let Sonia know you kindly mentioned her.

Warm regards from Occidental Grand Cozumel,

Liliana S.
Reputation manager
Occidental Grand Cozumel
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:
#6 Luxury Hotel in Cozumel
#10 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 
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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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