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Reviewed January 20, 2020 via mobile


My husband and I travel South in the Winter at least twice a year, and most years we spend Christmas away, always in an all inclusive resort. Plus a couple of times to Europe, Asia or elsewhere in the Summer.

We will give our honest and true review according to our perspective and experience......

Starting with the positives.

First and foremost the people. A special thank you to All the hardworking staff that even when they may be having a bad day they always offer a smile.

Beautiful grounds as the hotel literally sits in the jungle. We didn’t get to see a lot of critters but they do exist and come out every now and then. No mosquitoes (time of year?).

Our room even though a bit dated was very spacious as was the bathroom.The bed was comfortable. The bed linens and pillows were acceptable. The AC worked well and no shortages of hot water and clean towels. A small balcony overlooking the grounds. One annoying issue worth mentioning: We could clearly hear someone's snoring from the next room.

Beach was beautiful, with white sand and turquoise calm waters. A bit small within the resort boundaries, as signs were posted at each end of the beach, advising that beyond a certain point you were outside the hotel security. However, if you wanted to chance it, for a long walk, it does stretch out quiet a bit from both sides.

Pools: The water was extremely cold, your best bet was the ocean where the water was warmer. No swim-up bar, which for us was a positive.

Specialty restaurants were good. We tried all three. The portions were pretty conservative, so if you are a big eater it may not satisfy. The red wine was substandard, and they keep the red wine in the fridge (we like it room temp).

Lunch buffet at the beach restaurant was typical with ample choices and you could always find something to eat. Bbq burgers and one day they served paella, which was yummy.

Christmas Eve buffet was surprisingly amazing with quality and variety from seafood (lobster, crab, mussels, shrimp, etc. etc) to turkey, roast beef and pork, great choices of sides and and a amazing selection of freshly made deserts. All flower arrangement displays were made from food (beautiful).This Xmas-eve event was certainly comparable to other 5-star resorts we have stayed at.

Now, for the not so good.

Check-in was way too long. 4 parties ahead of us, and 2 other people that came with us. From the time we got there and into our room with our luggage an hour had gone by. Can’t imagine a bus load of people arriving at same time.Not too impressive right off the bet after a tiring day of travelling.

Breakfast buffet was okay but not too much variety. Pan cakes were pre-done, (no waffles), and the sweets i.e. donuts were not the freshest. Eggs were the safe bet, but it does get pretty tiring quickly. If you don't eat eggs, you're only left with yogurt, fruit, some deli meats and stale sweets, oh yeah and toast.

Dinner buffet-Horrible! It wouldn’t have been so bad if there was at least quality vs variety but both were lacking. Extremely disappointing. Pasta and pescado fish are cheap alternatives, so is rice. Chicken consisted of drumsticks and thighs (no white meat) and usually prepared with some kind of sauce. Why not offer a similar selection as the lunch?? We couldn’t figure out what the logic behind it was,between a half-decent lunch buffet and a terrible dinner buffet??

It was obvious from the fabulous Xmas eve dinner that it isn’t the chef. Must be the quality of the products that they are given.

Dirty dishes and glasses not collected from the hallways in a timely manner. It was 2 days before someone came to pick plates and glasses from outside our room, already there when we arrived. They were taken away after we brought this up with the front desk. More surprisingly though was the fact that the housekeeping people would witness this and just leave it there. Obviously a constant neglect as there were once again dirty dishes left in the hallway for days, and still there when we checked-out.

Lounge chairs and side tables at the pool and beach not washed/cleaned at night. The chairs are not too bad, as they are made of meshed material, and you can shake off the sand, however, the tables all had the residue from the drinks the day before. Bring your own wipes.

Raggedy beach towels. Sometimes we had a decent one, other times not. Hit and miss.

Bar drinks were mostly national brands, and typical loaded with sugar. No international liquors of any kind. Did see different kinds of vodka though. Red wine was substandard.

No live music entertainment, other then one on xmas eve in the lobby bar and another one on xmas day at the pool. They do have the night shows and disco though for after, however, it would be nice to have some live music before and after dinner. Being that the resort is a bit far from town, it doesn't make practical sense to leave.

To our opinion this resort is definitely not close to a 4.5 start as advertised. Due to our extensive travelling to all inclusive resorts in Mexico and other countries, we would rate this a 3+ star.

We understand that if you upgrade to the Royal section you have better food, accommodation etc. - We paid the same price as we would have paid for a 5 star resort, that in fact, we had stayed at last Christmas, also in Mexico, and there's absolutely no comparison. Having to pay extra for decent food, shouldn't be an upgrade, but rather an industry standard based on your star rating.

We usually like to stay for at least 10 days, but we were glad we only had one week here.

Couple of suggestions: Get away from reservations at the specialty restaurants,and towel cards. A coffee bar offering fresh coffee, would also be good for early risers like us.

Barcelo needs to step up their game if they intend to entice repeat guests. However, for us it may be too late, as we have other preferred and better resorts, at comparable pricing.

Date of stay: December 2019
Trip type: Traveled as a couple
4  Thank gmbf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GabrielaGaeta, Gerente at Occidental Cozumel, responded to this reviewResponded 4 weeks ago

We greatly appreciate the time you spent to review your recent experience in our hotel, we always strive to exceed guests' expectations and your comments will help our teams reaching that goal.
We also appreciate your kind words for our staff, their kindness and helpfulness being undoubtedly one of our hotel's main assets we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us.
Thank you for the wonderful description of the room we accommodated you in during your stay, it is our goal to provide our guests with spotless, attractive and spacious rooms and we are really happy to know you liked yours so much.
We do our utmost to ensure that our guests can enjoy an enriching dining expérience in an unrivaled setting and with an excellent service. Our restaurant team will continue working to surprise you with delicious international and local dishes on your next visit.

Thank you for making us your choice hotel and for your constructive critics, we certainly look forward to serving you again and to have the opportunity to exceed you expectations in a not too distant future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 20, 2020

This resort surpassed most of my expectations. The location is beautiful, the resort is well maintained and the staff are incredibly helpful and kind. We did not enjoy the food as well as other resorts we have stayed at but all in all, this is a beautiful resort.

Date of stay: January 2020
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
1  Thank Sherpa33160410519
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GabrielaGaeta, Gerente at Occidental Cozumel, responded to this reviewResponded 4 weeks ago

Thank you for sharing your feedback on your recent holiday experience among us, our main goal being to ensure we keep on delivering unforgettable holiday experiences to our guests, your comments are crucial in this process therefore we highly value your time and constructive critics.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 20, 2020

The reception area is lovely; check in was a breeze. Our room was nothing special, but it was spacious and clean.The biggest problem we noticed on the resort is that they seem to be really understaffed. The buffets, restaurants, bars, and even the maintenance crew seemed overwhelmed. For example, the beach was covered by seaweed overnight on our third day, and it took three days to clean it up, Just one man with a rake and plastic trash bags was charged with the task. On the positive side, though, the beach -- when cleaned up -- is beautiful. Get up early if you want a beach chair! The snorkeling off the resort is decent; no coral, but we saw a few rays and starfish along with a variety of fish. It was a great place for my 11 year old daughter to learn to snorkel. My five year old loved the kids club.

Date of stay: January 2020
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank Mobile619325
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GabrielaGaeta, Gerente at Occidental Cozumel, responded to this reviewResponded 4 weeks ago

Thank you very much for the time you spent to share your personal impressions of your stay at our Occidental Cozumel.We always welcome feedback, as it allows us to continually improve the experience we create for our guests.
We are thrilled you enjoyed your recent stay with us. Thank you for making us your choice hotel when visiting the area. We look forward to welcoming you back again very soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 20, 2020

I don’t even know where to start!
Rooms: absolutely beautiful, huge walk in shower, big bathtub, most comfy beds I’ve ever had at a resort, clean, great patios and a well stocked fridge
Restaurants: breakfast was the best, lunch buffets always had something delicious along with a bbq for burgers
Supper buffets the same, you won’t go hungry. We did all 3 reservation restaurants and they were delicious but you need to book them at check in as they fill up very fast
The adults only pool was very nice with very comfy chairs but we only used it once because of the amazing water at the beach. The beach was beautiful and the water amazing. The bar was very close to the beach and they took your orders and brought our drinks to us! They had an amazing selection of alcohol including a lot of Canadian brands!
We saw 2 weddings and it was a beautiful location to get married!
The resort was right in the middle of a jungle and you walked thru it every day and I can’t even begin to describe how beautiful it is.
I would 100% return to this resort, only negative thing we can think of is wifi is pricey but if that’s our only complaint then that’s not to bad!

Date of stay: January 2020
5  Thank 791marnic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GabrielaGaeta, Gerente at Occidental Cozumel, responded to this reviewResponded 4 weeks ago

We would like to express our gratitude for the comments you made about your recent visit. They help us to understand how our guests experience their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that your holiday at Occidental Cozumel was an enjoyable one. We continuously strive to deliver high standards and to ensure that all our guests leave with beautiful vacation memories.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 20, 2020

I highly recommend anyone, from couples, young families, and friends to go and enjoy themselves in this friendly, entertaining and beautiful resort. There's plenty of sun, shade and activities to do. The beach is beautiful and clean. The staff is professional, friendly and very accommodating. I give my stay a 5 star rating and look forward to going again

Date of stay: January 2020
  • Trip type: Traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank mimiandgarry
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GabrielaGaeta, Gerente at Occidental Cozumel, responded to this reviewResponded 4 weeks ago

We would like to express our gratitude for the comments you made about your recent visit. They help us to understand how our guests experience their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that your holiday at Occidental cozumel was an enjoyable one. We continuously strive to deliver high standards and to ensure that all our guests leave with beautiful vacation memories.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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