Occidental Cozumel - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

9818 reviews

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  Jungle vibes and great times

  Our group of 14 had a wonderful stay. We had some first timers with and after staying at this resort and seeing how fun it is, they're officially lifers. The staff did an excellent job. The service at the restaurants was always fast and friendly. Jesus did an exceptional job keeping everyone happy at the pool area. We loved the food and drink varieties. They layout of the resort and the jungle feel was also a major asset. Plenty of wildlife to see. The lifeguard at the pool also did a great job ensuring everyone's safety. Looking forward to our next visit!

  Feb 09, 2026
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  Can't Beat The Natural Beauty of This Jungle Meets Ocean Paradise!

  This all-inclusive wins simply by location but add to this, outstanding service, great food and impressive drinks and you have a hands-down winner! The Mexican themed buffets were unforgettable. Four types of tamales with a plethora of sauces is just one example of the offerings. Cooked to order meats, shrimp and fish, fresh ceviches, posole, mole and the list goes on...

  Feb 09, 2026
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  Going To Cozumel? Pick a Different Resort!

  Stayed: January 28 – February 4 Room: Royal Level Building 21, Room 2126 We have vacationed widely throughout the Caribbean, including several prior visits to Cozumel. Unfortunately, this stay at the Occidental Cozumel (Royal Level) ranks among our poorest experiences. Room & Maintenance Issues From our arrival on Wednesday, January 28 until our checkout on February 4, our room never had hot water. Despite reporting the issue immediately and repeatedly, it was not resolved at any point during our 7-night stay. On February 2 at approximately 10:00 a.m., water to the entire resort was shut off entirely, with staff advising it would be out for about four hours. While unrelated to the hot water situation in our room, this outage compounded an already unacceptable situation, particularly given the premium paid for the Royal Level. Management & Staff Response Over January 29–30, we raised the hot water issue with Royal Level Reception staff multiple times. Each day we were assured that the problem “was being fixed” and would be resolved “in a couple of hours.” Those timeframes proved inaccurate, and no solution materialized. On January 30, we escalated to a front-desk manager, Abigail. While she acknowledged that the issue was “being fixed,” she could not provide an ETA and offered no interim solutions or service recovery (e.g., alternative room access for showers, use of another facility, partial refund/credit, or a plan to relocate us on property). When we explained the duration of the problem and the added cost of the Royal Level, her response was, “What do you want me to do?” She then suggested we contact our tour operator—“Speak to Air Canada and see if they’ll move you to a different resort.” This interaction was unsympathetic and dismissive, both in content and tone. It shifted responsibility to a third party rather than proactively addressing a core, in-room service failure. Throughout the week, we continued to check with Royal Reception and were repeatedly told that staff were working on the hot water; however, we saw no evidence of meaningful progress, nor were we given practical accommodations to mitigate the problem. Food & Dining Food quality was mixed. The buffet at lunch and dinner was bland and repetitive. The à la carte restaurants were adequate but unremarkable. Overall Impressions Conversations with several returning guests echoed our experience, with many noting a decline in service and overall quality compared with previous years. Based on our stay, we agree. Conclusion A full week without hot water, combined with poor communication, no concrete remediation, and a dismissive response from management, is unacceptable at any price point—let alone at the Royal Level. We cannot recommend this property and will not return. Given experiences like ours, we anticipate a standard management reply stating that they “take guest concerns seriously” and “regret our experience.” Unfortunately, such scripted responses ring hollow when fundamental issues persist and guests are left without basic amenities or meaningful solutions during their stay.

  Feb 09, 2026
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  Below expectations

  Was let down by the “Barcelona experience “. The food here needs a review by a competent food rater. We enjoyed the fresh fruits and yogurts, the salads and ceviches were always very good and the desserts were usually pretty good. The hot foods here however were a huge let down. Overcooked, undercooked, rubbery, cold, slimey are some of the words I would use to describe the foods. I usually get my fill on cooked fish if the other foods don’t look good, but the fish here was just slimey and mushy all the time. Couldn’t eat it. Steak was textureless- how does that happen? Like eating mush. Other beef was chewy, rubbery. Grilled foods looked like piles of slime before cooking. I think they must be soaked in some kind of solution. Other hot ( and often not hot at all) foods were more miss than hit. We were very disappointed. Specialty restaurants just presented underwhelming foods as well. The bright spot was the great service by staff everywhere. Always smiling and helpful. Very happy about that. Hotel needs somewhere to accommodate people during inclement weather. Shortage of seating around pools very bothersome.

  Feb 08, 2026
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  Sun and Relaxation

  This resort offers plenty of opportunities to relax and enjoy the surf. It’s typically an older crowd (most of Cozumel), which helps keeping activities chill, friendly, and quiet. But with all the excursions and marine activities, there is plenty to enjoy!

  Feb 08, 2026