TripAdvisor Traveler Rating

The only reason I booked the Grand Park Royal Cozumel was because The Westin had no availability. Unfortunately, this stay ended up being one of the worst hotel experiences I’ve had. I was assigned Room 2303, and the problems started immediately. The air conditioning was not working properly, and the television had no functioning cable signal. Maintenance came to the room twice to attempt repairs, but the issues were never actually resolved. Then there was a leak in the bathroom, which got my towels and personal belongings wet. Maintenance was called again and attempted to fix it, but once again, the problem was not properly repaired. Having multiple maintenance issues in the same room is bad enough; repeatedly reporting them and still not having them resolved is unacceptable. The food was another major disappointment. The quality was extremely poor, and much of what I tried was simply not enjoyable or appetizing. For an all-inclusive resort, where food is a significant part of what guests are paying for, this was especially disappointing. Unfortunately, the service did not make up for any of this. Several staff members came across as rude and unprofessional, and the constant pressure to join or hear about the hotel’s membership club became incredibly annoying. Guests are on vacation. They should not feel like they are repeatedly being subjected to a sales pitch. What really summarized the experience for me happened at checkout. Despite all the problems during my stay, no one asked how my stay had been, whether the issues had been resolved, or whether I had any feedback whatsoever. There seemed to be very little interest in the guest experience once it was time to leave. I will give credit where it is deserved: the Mexican Independence Day celebration was excellent. The entertainment was well done, the atmosphere was festive, and they finally brought in genuinely good, authentic food. The team responsible for that event did a great job, and it was easily the highlight of my stay. Unfortunately, one good event cannot make up for the overall experience. Between the malfunctioning AC and TV, unresolved bathroom leak, poor food, unprofessional service, and relentless membership sales pitches, I cannot recommend this hotel. Please save your hard-earned money and book somewhere else. A vacation is too expensive and too valuable to spend dealing with problems like these. ? One star. I would not stay here again.

Worst place ever, ugly place , dirty, vas people all in this place is horrible

Recently stayed at this resort with friends. The resort was not a good experience. From the arrival things were bad. > The bell man did not help me carry by suitcases up the stairs after getting out of the car. > Check in was ridiculously SLOW!!!! We arrived at 2 pm and they made us wait until 3 pm to get our rooms. > There was not one place where the food was good. They only have the buffet, Mexican restaurant, and Italian restaurant. Around the pools they had snack foods (hamburgers, hot dogs, nachos, etc), but they weren't good either. > The room was nice, but the A/C did not work well, and the layout of the room was impractical. The suite had a bedroom with a bathroom and living room with another bathroom (with a murphy bed). The nice bathroom was in the living room. Plus, they had a card key door on the bedroom. When bedroom door was open, it blocked the bathroom. Not to mention, you had to keep your room keys in the doors so the lights would come on. Completely weird! > There is little to no entertainment here. > The view is awful; you only have cruise ships to look at all day every day. > The adults only pool was nice, but BORING!!!! They did not even play music there. > The check out was at noon and it was SLOW!!!! > None of the people that work there could be bothered to do anything extra, such as suggest nice places to eat outside of the resort. > Be prepared to walk! We walked 3 miles each day at this resort! No lie! Also, the pathways are all made up of rock and the surfaces are very uneven. Make sure you bring appropriate shoes, so you don't fall like someone in our group did. > On a positive note, our cleaning lady Anna was awesome, I tipped her well for it :). and the snorkeling was fabulous!

The AC does not work in their rooms. Don’t take a chance. Go to another resort.

We went to a high-pressure presentation where they made huge promises about high-end rooms and great vacations, but none of it turned out to be true. Whenever we try to book, nothing is ever available. When we actually stayed with them, we had major issues. The plumbing in our room was broken, other areas were dirty, and we had to demand a room change. On top of that, staff members were completely rude to us when we asked for help. We have tried reaching out to customer service and quality assurance to resolve this and end our involvement with the company, but they just ignore our complaints and try to sell us more stuff. This has been a complete waste of time and money. Stay far away from this company.