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“Worst Dive Resort Ever”

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Casa del Mar Cozumel Hotel & Dive Resort
Ranked #26 of 52 Hotels in Cozumel
Katy, Texas
Level Contributor
43 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“Worst Dive Resort Ever”
Reviewed May 13, 2014

Of more than sixty dive resorts I have stayed in this is the worst ever! We woke up the first morning to the smell of sewage both inside and outside of our room. I got change from the front desk twice - both times they tried to short-change me, once by $20. The food was the worst I have had - and it was the same thing every day. No eggs, bagels, or toast on the buffet; if you wanted eggs you had to stand in line with the other 60-70 diners for the single omelet cook. The dining staff tried to charge some of us for food and drinks that were included in our package. They also were charging things to our group and then stashing them away for themselves.

There were supposed to be lockers for dive gear; they were plastic baskets with latticed metal doors that had a hasp for a lock - most of them were inoperable and there were certainly not nearly enough for the number of divers. You had to haul your gear up a flight of stairs, across a bridge, and down another flight of stairs to get to the dock.

The dive shop consisted of a palapa next to the dock. There was no boat briefing, no safety protocol, so when we had a medical emergency no one knew what to do. The oxygen didn't work; they took over 20 minutes to board recalled divers. Luckily this wasn't a fatal incident.

I would never stay here again and would warn you against it.

  • Stayed April 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Mkathyrn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, May 23, 2014
Dear guest:

Thank you for the time invested to write a review of your stay in our TripAdvisor Community.
We are very sorry for don’t satisfy your expectations during your stay on April and sincerely we thank you for the confidence about all comments that you have shared.

Your review has been exposed to our General Manager and we appreciate your observation in the buffet services, in our meeting we have decided introduce eggs and toast in the buffet. Also, don’t hesitate that we will make an effort to work with the Restaurant and with the Kitchen department about the services.

On the other hand, our apologies about the charges of food and drinks from our staff, we would love to know the kind of meals and beverage that our staff was charging to you in order to make the relevant adjustments with them.

According with the dive services, thank you very much also for this review. We will appreciate please if you could provide us your phone number or your email address, we would like to contact you personally. We would like to know more details about this issue because of the services from the dive operators is very important for us, this is why we would like to follow up to this inconvenient. Or please don’t hesitate to contact us through dive@casadelmarcozumel.com or 011 52 987 87 2 199 00 ext. 533.

Once again thank you for your confidence, your feedback will help us in order to continue effort to improve our services to our guests.

Have a good day.

Sincerely,

Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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519 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (123)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
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English first
Colorado
Level Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed May 8, 2014

We have been staying here for years and do not even consider other hotels now. This is a small quiet resort. If you want to relax in a lawn chair, read a book, sip beverages and just check out from the real world, this is the place for you. It is definitely geared toward divers and does not boast the myriad of activities that the larger resorts do but for me that is part of the appeal. The lawns are beautiful. The rooms are clean and well maintained. The hotel staff is very responsive when something is needed. The staff is friendly and they make an effort to get to know us. The food is decent and Ernesto's Fajitas across the street has great food. Happy hour at the pool is a great way to wrap up each day. 2 for 1 drinks, funny and engaging bartenders. If you like a more laid back environment, this is the place for you. July is not the best time to visit the hotel. They have a large group of students from Canada that stay for a few weeks as part of a summer study program. This is great for the hotel and I like to see them busy but it can get a little crowded and loud around the pool during this time. Anyway, we have never had a bad experience here and the worst thing that happened to us was a safe that was a little tricky to program the first day and they got that fixed right away.

Room Tip: The deluxe cabana is great with the extra space and the mini-fridge.
See more room tips
  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Brooke2100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, July 11, 2014
Dear guest,

In name of the Hotel Casa del mar, Cozumel employees, we want to thank you for sharing your your experience and your review about our facilities and services through TripAdvisor.

We are happy that you enjoy each stay at your second home Hotel Casa del Mar. Thank you for your preference and for the confidence that you have provided us during several years. It’s a pleasure that you are part of our family.

We will be excited to seeing you very soon and make your next stay in Cozumel be even more enjoyable

Have a wonderful day!

Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Boston , MA
Level Contributor
36 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed May 8, 2014

Stayed for a week on a dive group trip. Hotel was perfect with friendly staff that would go out of their way to help you from the servers, Front desk and maids. Rooms were just right with small balcony to enjoy the fresh air and beautiful grounds to drying your dive gear. Pool & hot tub were great after a long day off diving. Restaurant had excellent food, just wish the service was a little faster. Sometimes the wait was over an hour for a sandwich...servers were great though!
Great shore diving and dive facility, only issue was the dive lockers were tough for short women to try and put gear away..the lower bins were all taken and had to take a high bin and it was too high to lift bin alone..Definitly recommend for any divers to go to. Really enjoyed my stay!

  • Stayed April 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank hikerdd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, July 11, 2014
Dear guest,

I would like to thank you first of all for your valuable time for sharing your comments through Tripadvisor about our services and facilities.

We are glad to know that you really enjoyed your stay at Casa del Mar and your dives in Cozumel, thank you for your confidence.

Kindly be advised that your review about the time of service at Restaurant will be exposed to the corresponding department. Certainly, during april the Hotel was full and we had some details that caused a delay with the service of Restaurant, however will make an effort for improve the service in this department. Thank you for your comments because this is vital for us to continue improving our services.

On the other hand, I will expose your review about the dive lockers. I appreciate your observation.

We will be happy to see you again in your second home!

Have a great day!
Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fort Worth, TX
Level Contributor
95 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed April 29, 2014

This hotel is understated elegance -- but not 5 stars.

The positives - lush, tropical landscaping; affordable restaurant; comfortable rooms. The front desk went out of their way to accommodate my room preference. The rooms are clean and well appointed. There is plenty of room to organize dive gear.

The rooms are not luxurious - rustic furniture, comfortable beds, adequate air conditioning --- the rooms meet basic needs. The desks are small. There is no additional seating. Internet access is an additional charge.

Still, despite the basic feel to the hotel, it is my favorite of the several places that we have stayed in Cozumel. I like the lack of pretension. I like the friendly waiters that always look happy to see us. I love the view from the open air restaurant.

Room Tip: Request an ocean view.
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  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alice B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, July 11, 2014
Dear guest:

Thank you so much for your valuable time that you took for send your comments. We really appreciate it.

We are happy that you have choosen Hotel Casa del Mar as your favorite place to stay in this paradise: Cozumel!. Thank you for your preference.

You are already part of Casa del mar’s family and It’s a pleasure to see you each year at home and we hope to satisfy your needs for more years.

Have a good day and see you soon!

Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Frisco
Level Contributor
93 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 250 helpful votes
Reviewed April 23, 2014

Stayed for the first time here as it was close to My preferred dive outfit Aqua World and also the best breakfast and lunch place on the Island - Ernesto's. The grounds of the hotel were nicely kept with lush gardens. They do offer a nice pool with a swim up bar overlooking the crystal clear waters of the Caribbean a nice hot tub and a tennis court. They do have an onsite restaurant and will wait on you poolside. We did not eat at the restaurant during our stay but did order quite a few adult beverages and snacks while pool side or hot tub.

The negatives I have about this property lies mostly in the attitude of the staff, starting with the front desk to the service at the pool and housekeeping. The rooms were small and poorly maintained and the shower was so small you can't even turn around. I did leave a nice tip for the maids each day it did no good at all. We didn't get replacement water, soap and they somehow ran out of wash cloths after the first two days of our stay. The beach area ( sand covered Cement retainer wall ) was also poorly maintained.

We decided to not dine in their restaurant during our 6 night stay for two reasons. First reason was shortly after arrival we went down to the pool the relax and have a few beverages before a shower and taxi into town. They make you charge everything to your room so no big deal. Later that evening after about 30 minutes of being in bed there was a loud banging on the door that woke us up after a long travel day and a full belly. They demanded we close out the tab that was charged to the room as it is their policy that you sign your ticket and leave a tip even though you settle up at checkout whit took me aback as being very rude, to top it off we were charged for 4 drinks we did not have which equal to an extra $20 that they refused to correct and rudely proclaimed we ordered. Second reason for not eating at the restaurant was that no one else was. A full staff with empty tables equals food that has been sitting around way too long and unfit to eat and besides did I mention how poor an attitude every one for their sour faced staff had.

I could have put up with everything else and given another star rating as this property does have some very nice positives such as pool and hot tub, but will not return due to the staff. I guess I am spoiled by the all inclusive resorts on the island as they bend over backwards to please. But we did book last minute and did want to experience the nightlife and food that downtown San Miguel had to offer ( which was awesome by the way).

Room Tip: Ask for a corner room as they are much bigger and have a nicer view. Go the grocery market on the wa...
See more room tips
  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank MSMCIB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, May 22, 2014
Dear guest:

First of all I would like to thank you for taking your valuable time for sharing your review about our property and services through TripAdvisor.

We are very sorry because of we didn’t satisfy your expectations during your stay regarding the services from our staff and regarding the structure of the rooms.

Kindly be advised that we are a European plan Hotel, this is why we request to close out all the bills every night.

Finally and according with the tips, this is not an obligation to leave a tip, this is optional by our guest.

We appreciate your comments. We are aware that your comments are the most important vehicle to improve our services. Therefore, we will ensure to work immediately to make the relevant adjustments according with the service from our staff.

Once again, thank you! We hope you can give us a new opportunity in a near future.
Have a wonderful day!!

Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lakewood, Colorado
Level Contributor
11 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 16, 2014

Our family of four went (2 divers) for a week and stayed in one of the large two story rooms with 3 separate beds. The food and service was good, but the menu choices did get old by the end of the week. The swim up bar was nice but small. The access to the ocean was fairly easy, but there was no way to enjoy it because there was no beach and no decent place to snorkel or dive from shore. It was good access for boat diving. While it is a good place for divers, I would not go there again with non-divers.

  • Stayed June 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kurtis C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, April 17, 2014
Dear Guest,

We would like to thank you for taking your time for sharing your experience through our TirpAdvisor community. Probably we didn’t satisfied your expectations in the Hotel however we appreciate you preference for have choosen us.

Kindly, be advised that we are a small hotel, however we are proud because the hotel is ideal for Vacations, business, honeymooners and divers and according with comments for snorkel or shore diving these has been good.

Once again, thank you for your time and review, because all comments are welcomed and because are vehicle to improve and make the relevant adjustments in our services and operations.

Have a great day.

Iliana López
Public Relations & Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Highlands Ranch, Colorado
Level Contributor
22 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed March 27, 2014

We booked the bungalow so we would be able to prepare breakfast and lunch after diving. The stove top was broken. We arrived on Wednesday and they fixed it on Sunday. There was no apology free pancakes or anything to make up for the cost and inconvenience. There are also zero cooking utensils. Not a pot to boil water, not a knife or plate or coffee cup. The WIFI was "broken" and only a very slow connection was available in the lobby. Virgin strawberry daiquiri will cost you 4 dollars. If your child spills it, it will cost you another 4 dollars. The food is marginal and they try and push the all inclusive. Don't do it.

The pros are that it is a pretty good location but you can hear the honking and the traffic from the street. There was hot water and the AC was good. Mostly divers stay here so it is quiet. The grounds are well kept, the maid service is excellent. The pillows are decent but the beds are as hard as a rock. The rooms are nice sized. Had there been a functioning kitchen I may have considered staying there again if they had some utensils in the kitchen but the bungalow comes out to be 950 bucks a week and you can get a place with pots and pans for that much. But if you just want a room, in a nice quiet setting, with a very hard bed but good AC and located next to the dive boats for a reasonable price, I guess it was OK.

  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Dana H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VENTAS C, Guest Relations Manager at Casa del Mar Cozumel Hotel & Dive Resort, responded to this review, April 2, 2014
Dear guest:

First of all, We would like to thank you for taking your valuable time and share your review through TripAdvisor.

We are very sorry for don’t satisfy your expectations during your stay on March. Kindly be advised that your comment was exposed with the Housekeeper and with the Maintenance department. We have made a call for attention for them with respect a late attention to your report. We will make an effort to improve the attention in reference all rooms.

According with the Internet, certainly we had some problems with the conection from the Company that provides this service. We have made the necessary reports about the conection and provide a better service to our guests.

On the other hand with the Cabanas (bungalows) unfortunately, we had to remove the utensils from the Cabanas due some guests used to take some utensils from the rooms. However, we are aware that all comments from our guests are important, and we appreciate that you have shared your review with us, due they are the vehicle to improve in our operations.

Once again, thank you for all your comments, we hope you can give us a other opportunity in a future.

Thank you and have a wonderful day!!

Best regards.
Iliana López
Public Relations & Customer Service Manager
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 Casa del Mar Cozumel Hotel & Dive Resort

Property: Casa del Mar Cozumel Hotel & Dive Resort
Address: Carretera Chankanaab Sur Km. 4 | Costera Sur, Cozumel 77600, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Bar / Lounge Beach Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool
Hotel Style:
#14 Top resorts Hotel in Cozumel
#16 On the Beach Hotel in Cozumel
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Casa del Mar Cozumel Hotel & Dive Resort 2.5*
Number of rooms: 100
Official Description (provided by the hotel):
Hotel Casa del Mar Cozumel is a charming Mexican hideaway facing the magnificent Caribbean Sea. Situated across the main boulevard with 98 comfortable rooms and eight recently restored Deluxe Cabanas, the property is surrounded by beautiful and exotic garden area with a Mexican town feeling. Casa del Mar Cozumel is located two and a half miles south of downtown, less than five minutes away from the famous "Paraiso" reef. Our hotel is ideal for vacation, business, honeymooners and divers. ... more   less 
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Also Known As:
Casa Del Mar Hotel Cozumel
Casa Del Mar Cozumel
Casa Del Mar Resort Cozumel

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