TripAdvisor Traveler Rating

I suffered an accident here and the resort staff, dive shop staff and St Luke's hospital staff have all been super helpful and accommodating.

I had never stayed at this resort before but was completely satisfied by the beauty of the resort, the cleanliness, delicious food and drinks and the friendliness of the staff. I will definitely come back!

Our stay was wonderful, everyone was super friendly. We really enjoyed the resort and the beach. We loved playing volleyball. For sure, we will come back soon.

I’m extremely disappointed with my experience at this hotel. From the moment you arrive, it’s obvious the property is severely understaffed. Check-in took around 40 minutes, and after that I waited nearly an hour for someone to bring my luggage to the room. Things became even more frustrating when I got sick on the third day of my stay. I repeatedly called reception for assistance, including the doctor’s emergency line, and no one answered. That same day, I tried ordering room service, only to be told I had to physically go to reception to “activate” room charging privileges before I could place an order. Since the resort is spread across villas and townhouses, this meant walking all the way back to the entrance while feeling ill. Speaking of the layout: be aware that this property involves a lot of walking. Depending on where your room is located, you could end up very far from the main facilities. Anyone with mobility issues may find this difficult. The hotel advertises six restaurants, but that is misleading. Access to the specialty restaurants is restricted to one reservation for every two nights of stay. Since I stayed six nights, I was only allowed three specialty dinners. These restaurants are dinner-only, reservations fill up very quickly, and there is a strict dress code that even specifies different clothing expectations by gender. Requiring women to wear skirts or dresses in 2026 feels outdated and unnecessary. As for the food itself, the so-called “gourmet” specialty restaurants were mediocre at best. If you cannot secure a reservation, your only option is the buffet, which served low-quality food in an uncomfortable dining area with poor ventilation. To make matters worse, birds freely entered the dining area and took food directly from guests’ plates. The rooms are acceptable but far from luxurious. The minibar only contained alcohol and sugary soft drinks, with no sugar-free options. The toiletries felt very cheap, and the TV was tiny with poor-quality cable reception where visible lines appeared on the screen. Wi-Fi throughout the property was unreliable, constantly disconnecting, and unavailable in several areas of the resort. The pool and beach areas also become overcrowded very early in the day. Guests leave towels on chairs for hours, and staff do not clear abandoned towels, making it nearly impossible to find seating. The only consistently positive aspect of this hotel was the staff themselves. Despite clearly being overwhelmed and understaffed, every employee I interacted with was incredibly kind and welcoming. Overall, this hotel feels much closer to a 3-star property than a 5-star resort. It falls far below the standard it advertises, and I would not return.

Occidental Cozumel ROYAL level is an outstanding value. The accommodations and service are beyond compare for the money. The hotel dive center is only minutes from the best dive sites so NO long boat rides. Always back at the hotel in time for lunch after doing 2 dives.