Presidente Intercontinental Cozumel Resort & Spa - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2579 reviews

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  Management Improvements Needed

  Following is the email my husband sent to the Managing Director and the Reservations Director of the Presidente Intercontinental Cozumel. Since neither of those individuals bothered to reply to what my husband wrote, I am posting the email, in its entirety, here. "I am writing as a followup to our stay at the Presidente in January/February 2025. As a frequent guest, I feel that you should receive feedback other than what appears on TripAvdvisor and other social media sites. Following are thoughts and suggestions my wife and I had after our recent visit: As always, we thoroughly enjoyed our stay. Javier at the front desk does an outstanding job, and Mariel was very helpful as well. The property is lovely, and the grounds, beaches and pool areas are well-maintained. Our accommodations were excellent, and the housekeeping staff does an outstanding job servicing the guest rooms and public areas. We also appreciate the convenience of having the ScubaDu dive shop on-site. We did note several maintenance items that we were surprised had not been addressed over the course of our stay: the automatic flushing mechanisms in the women's restroom in the main lobby were not working properly which made the restroom very unpleasant to use. Also, the family pool women's restroom had one toilet that was missing a toilet seat. Neither of these issues were remedied over the course of our 10-day stay, which is substandard for an Intercontinental hotel. In addition, many of the beach lounge chairs are sagging, frayed and stained, and should be replaced. With the exception of one dinner, we took all of our meals at the hotel, either at El Caribeno, Le Cap or Faro Blanco. The menus at all three restaurants are great, and the chefs are very skilled, providing delicious food that is nicely presented. At El Caribeno, we are particularly impressed with Yazmin and the great job she does actively managing the restaurant, training and supervising the servers, interacting with guests and keeping things running smoothly. She is rarely empty-handed, and is extremely diligent and observant of what needs attention at all times. She is a gem. We also especially appreciate the hard work of servers Felipe (who always brought my wife a perfect latte in the morning), Diego, Carlos (new to the hotel), and Oscar. The made-to-order quesadillas are a great addition to the breakfast service. We also truly enjoy the live guitar music at dinnertime. One recommendation we believe would help service would be for ice water to be available to guests on a self-service basis, particularly at breakfast when the restaurant is often very busy. Given that the offerings are buffet style, this seems like a fairly easy thing to add. At Le Cap, we love the food, but believe that the service could be improved with closer management attention. Unlike at El Caribeno, the manager seems to spend a lot of time standing around chatting with the servers. In addition, lively "beachy" music at lunch is perfectly fitting, but at dinner, the overly loud, thumping techno music seems inappropriate for the dinner crowd there, and we find it very off-putting. At both the Caribeno and Cap bars, we feel that the bartenders do not want to, and perhaps do not know how to make proper cocktails; rather they just want to open beers and serve margaritas and pina coladas. When we have ordered cocktails, they act like they are doing us a favor to make them. The bartenders are not very friendly at El Caribeno (despite Yazmin's best efforts), and the guys at Le Cap are downright surly. As an example, on our first night, we ordered gin & tonics and presented the "free drink" coupons we received at check-in, and the bartender was downright hostile in stating that the coupons didn't apply to the drinks we ordered. We would have much preferred to simply buy our drinks than to be treated so rudely. The hotel would sell more drinks if the bartenders put forth more effort and were pleasant to their guests. At Faro Blanco, we always have wonderful meals, and the service by David and the young guy with black glasses (sorry I can't remember his name at the moment) is outstanding. They are very well-trained, accommodating and appropriately friendly and helpful. We have very much enjoyed our many stays at the Presidente, although we feel that, post-renovation, IHG has priced the rooms such that the value proposition is not what it once was. I don't know if this has negatively affected your occupancy rates, but if so, a review of your pricing model might be in order. If you have any questions regarding our observations, please don't hesitate to reach out to me."

  Apr 25, 2025
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  Best place to stay in Cozumel !

  Loved our stay. Me and my son had the best time, that’s why we keep coming back. This hotel is very special and has become our favorite place. We enjoyed all the facilities and the wonderful activities planned for the spring holidays. Thank you to all the kids’ club staff (Keri, Viviana and Angel) you are wonderful, the Concierge and special thanks to Sonia who made us feel at home! Look forward to our next stay.

  Apr 22, 2025
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  Excellent

  First time to travel in Mexico and Cozumel and we just loved this hotel! Very clean, very quiet and peaceful! We went snorkeling and swimming everyday. From front desk, housekeepers, guards, valet are all friendly and attentive! Unforgettable beautiful memories we will always cherish!

  Apr 20, 2025
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  Beautiful beach but the hotel needs some attention

  This is a beautiful facility with amazing area for sunbathing or snorkeling right off the beach. The beaches are amazing, some of the best in Cozumel. There are a few areas that you should be aware of before booking your vacation here. Food: 1 star. Food is expensive for the quality they provide. The presentation, cost, and taste was not good IMO, to the point we decided to go off properly for most meals. This is a let down since going into town is a 15 minute drive each way via taxi with an added cost. Rooms: 3 stars. We had an ocean facing room and it was nice but outdated and lacked amenities. For the cost I was expecting 4/5 star accommodations. In room bar consisted of 2 cokes and 2 waters - not much of a “ bar” to speak of. Towels were scratchy and thin, bed was way too soft, needed replacing. Bathroom had a bad odor, and the air conditioning never got the room below 73 ( I like to sleep cold). Just not what I would expect for the cost we paid. Staff: 5 stars. Courteous and attentive and always trying to assist. Make sure you tip them often. What would help this resort? - more activities to do on property, - a cafe where you can go after hours to get a smoothly or a specialty coffee, etc. - update rooms with better amenities - rethink there food choice offerings and the cost to their guests.

  Apr 11, 2025
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  Great staff

  Great family resort . The best part is the staff is very very attentive and always helpful and smiling . Shout out to “Atosha” ( I hope I’m getting his name right) who was very very good every time we ran in to him , especially during breakfast . I highly recommend this place

  Mar 22, 2025