Couldn't be a better location! Very comfortable stay! Staff were amazing, top notch! thank you Edwardo, Humberto & Aldo - you stood out! So did the FunTastic crew! Super fun entertainment and activities!
It was a nice stay. I liked to staff they were very friendly and helpful. I must say, they stepped ahead to help me out even though with little english. I will surely be comming back to the hotel again once covid is over!!!
Food quality was poor and choices are very limited in December ( it was great in October!), the guest elevators were broken the entire 6 night stay, no fruit juice in the bars they use soda and syrup mixes, no upgrade given even though it's a VIP access property member for Hotel.com gold members.
My wife and I first stay at the Park Royal Cozumel was in September, 2011. Over the years we've came back to this resort 5 times. This stay wasn't our more pleasant stay. The beds were very uncomfortable, as well the pillows are too hard. Not well suited for a good night's sleep. The shower leaked on the floor out to the toilet area every time we took a shower. We let the front desk know about this issue. They said they fixed it. It didn't get fixed. Unless you call mopping it up fixed? Upon checking in, we waited almost an hour to get a room. Once we did check in our room, the room wasn't cleaned very well, there was hair on the floor in the bathroom and the countertops had cup stains throughout the countertops in the bathroom and bedroom. Our most disgusting and disturbing encounter we had was the day before we checked out January 3rd, 2021 we checked out the 4th of January. This was on the service elevator. We got on the elevator with another couple on PB, which was fine. We we're wearing our masks as they were too. The elevator stopped on the 3rd floor and an employee of Park Royal by the name of Eduardo got on the elevator. We was ok with this. There was a conversation Eduardo had asked in spanish to the other couple on the elevator if they we're ok with him standing next to them, yet he didn't ask my wife or I. The couple agreed without hesitation. This couple got off on the 6th floor. Our room was in the 7th floor. As my wife and I are in the elevator with Eduardo, he pulls his mask off his face and deeply breathes in and out very aggressively, not once but twice! My wife and I look at each other in disgust! This was exceptionally rude, disrespectful and disregard for our safety. Even though I was wearing a mask I could smell the foulness of his breath through my mask! My wife held her breath till we got off the elevator on the 7th floor. I took a picture of him later the next day to show who this individual is. Unfortunately I can't attach it to this section of comments. I can attach in an email if so needed. My wife and I will not be returning to Park Royal in the future. Primarily due to the disrespectful actions of Eduardo! Our overall experience wasn't as expected.…
Overall our stay was ok. Our checking in was a bit of a struggle. We had a promo for an upgraded room (garden room to Ocean view) through our travel agent and the room wasn’t ready when we arrived. So we moved into the Garden view with the understanding that they would move us to an ocean view the next day. Upon walking the building and seeing the grounds, the resort was certainly not to capacity and there was plenty of ocean view rooms sanitized and available. We went and explained our distaste and observations. They wanted to make us happy so they moved us to an ocean view right away. While we were waiting initially for them to complete the check in process, personnel from the timeshare or Holiday Vacations welcomed us, gave us coupons, talked with us about what we wanted to do or see, offered discounts on those interests, and then invited us to view their updated rooms that are available to us and wanted to schedule our excursions to use his promotion, only available to us if we have breakfast with him. We kindly declined, despite the continued pressure, even throughout our stay. The rooms are not terrible. Your average hotel room. All rooms have a balcony or terrace. Garden view rooms are looking at the “forest” of palm trees and don’t really have much of a view of the pool. Ocean view, beautiful view. We came in January 2021 and with no cruise ships coming to port, it was really nice. Now if there were cruise ships, it wouldn’t be such a fantastic view as the cruise ship piers are directly in front of the building. Rooms are cleaned daily and stocked with towels. The mini bar, we needed to request this to be filled or it was not stocked. Our room (2815/2817) the A/C rattled when it first came on, quite loudly, but didn’t bother us too much at night. The humidity can get bad too, but I was surprised at how quickly the room dehumidifies. The grounds of the resort are very nice and well kept. The small secluded beach is across the street, but there is a short tunnel/walkway that brings you there. Views were decent for beginner and intermediate snorkelers. 2 pools (1 adults only), 2 hot tubs (1 adults only) 2 swim up bars (1 adults only), the snack bar and the Seafood restaurant are out by the beach. They were not enforcing in the adults only area. Pools were on the colder side, refreshing as we would say. The ocean water was warmer. As for the All-inclusive part. Food was hit or miss. Snacks, they had hot dogs, hamburgers, chips, very runny melted cheese and a few toppings. Drinks were cold, but either REALLY strong or REALLY weak. Crab cakes were amazing, shrimp wrapped in bacon was small and the bacon was hardly noticeable, but still good. The Mexican restaurant was ok. The breakfast buffet had a variety of items, the temperature of the food could have been warmer. It seemed like they catered towards American dishes more then anything. The service through out the resort was really spotty. Lots of personnel, but many times they were standing around. Seemed like the restaurants were over staffed and the beach and pool areas were understaffed. The beach and pool staff worked hard, there was just very few of them, 1 maybe 2 for the beach and non-adults only pool, which is a good size area. At the time we went, we spent a full day (9:45a-5p) at the beach and pool and was served drinks in our chairs 3 times. Not what we expected for a nearly 5 star resort compared to others we’ve been. Couple tips/observation: Only 1 room service a day. Excursions not booked through resort, meet guides at entrance on the street as “security” won’t let them up to the lobby. Have breakfast and lunch/snacks on property and go to town for dinner. Ernestos is great - right across the street. Amazing fajitas! Taqueria Diaz, mmmm mouth watering! Brush up on your Spanish or have a translator app as it’s a local neighborhood restaurant. Well worth it though!…
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