Occidental Cozumel Hotel Pool

Royal Level at Occidental Cozumel

Texto: 90306 The most exclusive space, featuring VIP services, located next to Palancar Reef, one of the best places in the world for scuba diving. Carretera Costera Sur Km 16.6 | 77600 San Francisco | Palancar | Cozumel | Quintana Roo | México
+ 52 987 872 97 30 + 52 987 872 97 39
Royal Level at Occidental Cozumel Texto: 90306 4 out of 5 based on 319 ratings. 319 user reviews.
Royal Level at Occidental Cozumel reviewed by GBiallar on . Just a king bed for three adults? We were so disappointed to find just a king bed in our room booked for three adults. We understood there would be two beds. The staff brought a cot after we pointed it out to them. The cot was... Rating: 3
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Royal Level at Occidental Cozumel

Carretera Costera Sur Km 16.6   77600 San Francisco   Palancar   Cozumel   Quintana Roo   México  


Points of Interest

12 mi Cozumel International Airport

273 yards Beach

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Royal Level at Occidental Cozumel

4.0/5 Round Indicators
| 324 Reviews

TOTAL EVALUATION

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DETAILED EVALUATION

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Quality/price ratio

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Location

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Quality of sleep

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Rooms

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Cleaning

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Service


GUESTS’ SCORE

Excellent

53% Complete

173

Very good

28% Complete

92

Average

7% Complete

25

Poor

4% Complete

14

Very poor

6% Complete

20

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    Keith S Sebastian, Florida. 05/21/2017 Couples

    “Royal Club at Cozumel”

    The room was beautiful and very comfortable. Maid service was impeccable. My only complaint was that the shower floor was marble and quite slippery for soapy feet - maybe a mosaic design in shower to reduce the slipperiness? Dining was very goid everywhere. La Carreta is within the Royal Club grounds. However, it is not strictly for the dining of Royal Club patrons. Royal Club members must make reservations for their meals. This was inconvenient for us, to say the least. Wait staff at La Carreta are professional and considerate. Menu does not change, although staff will prepare food off the menu if requested - a very nice gesture. Sonora restaurant has authentic delicious Mexican cuisine, but the restaurant is not comfortable because it has no air conditioning. Wearing resort formal, I got quite warm and lost my appetite due to the heat. Los Olivos was very nice. Comfortable with great food and wonderful staff. Best rib eye steak I've had in a long time! Seafood Restaurant is at seaside with a great view. Country music blaring seemed a bit inappropriate. Food was just alright, as was the service. Bar service was fantastic, at every bar! What a great bar staff they have! Just wish the adult pool bar did not close at 5PM, its seems very early and it was earlier than the main pool bar. Nightly entertainment was fun, very enjoyable! We really enjoyed this hotel. Lush, intimate property, beautiful pools, fantastic beach, great staff, beautiful, clean room. Will definitely be returning! Thank you, staff of Occidental Grand at Cozumel! You all do a wonderful job!

    Gabriela G, Guest Experience Manager at Royal Level at Occidental Cozumel, responded to this review
     Dear Keith S Thanks for your review. We really appreciate your comments and be sure they will be taken in to consideration in order to maintain our services quality levels and that we will take the necessary actions. Sincerely we hope to be able to host you again in the near future and have the opportunity to redeem ourselves providing you a better stay. Regards Gabriela Gaeta Guest Experience Manager

    Round Indicators
    mbgosee 05/20/2017 Family

    “Don't bother”

    People were terrible, with a few exceptions. First impression was miserable. Went to check in at Royal Level, not offered champagne, had to ask. I had made certain to book a room with 2 beds, traveling with my son. Told room for me had one bed, no big deal, I was able to change. Went to room and headed to the pool, no towels at pool so I went to Royal Level check in area and asked for towels. The woman rudely informed me that towels were in my room, eventually she made the great effort to get out of her chair and walk 5 steps for the towels. Swam and went back to the room and searched for the towels, none. On the way to dinner I stopped by and told the woman, no towels in my room. Instead of a simple " I'm sorry ", she informs me that the room she wanted to give me had towels, once again, not the room I booked. Just a terrible attitude, like I'm there to make it convenient for them. Never received fruit basket or bottle of liquor in my room, I did ask. Royal level restaurant, okay, but menu never changes. No special Royal Level bar, nor anything else that sets it apart from the rest of the resort. If you go, don't pay the up charge for no additional services. One employee did tell me that their "owners", or time share people, were who they were concerned about. Message loud and clear, not a time share person, they don't want you. Resort was clean. Pools, food, beach area were all acceptable, but the employees ruin the place. I used to seek out Barcelo properties, but no more thanks to this place. Just a bad feeling about the place, you certainly don't come close to getting what you paid for.

    Gabriela G, Guest experience Manager at Royal Level at Occidental Cozumel, responded to this review
     Dear mbgosee Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel. Thank you again for your visit and constructive critics, our primary goal being to assure our guests feel comfortable and fully enjoy their visits, we are eager to regain your confidence during another occasion if you gave us that chance. Sincerely Gabriela Gaeta Guest experience Manager

    Round Indicators
    Jo D 05/16/2017 Couples

    “Be sure to visit the spa”

    Hotel is great just be sure to schedule a massage at the spa. We schedule regular visits as the staff is great and they do a wonderful job to keep your body feeling good as you dive one of the best reefs in the world.

    Gabriela G, Guest Experience Manager at Royal Level at Occidental Cozumel, responded to this review
     Dear Jo D 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. At your service Gabriela Gaeta Guest Experience Manager

    Round Indicators
    Lee-Anne L Smooth Rock Falls, Canada. 04/25/2017 Couples

    “Beautiful Vacation for relaxing”

    We were at the Occidental Cozumel April 11 to 18 2017. We had a wonderful vacation. The property is beautiful, clean and well taking care of. The walkways are lined with thick foliage and palm trees. We were in the Royal level, the service there was amazing. The concierge ladies were always helpful and happy. The walk from our unit to the beautiful pool/beach area was 2 min. The walk to the restaurants and main lobby was about 5 min and very enjoyable. Reading reviews we were a little curious about the service or lack of according to some reviews, but we were pleasantly greeted and quickly seated at all meals whether it was for breakfast lunch or dinner. Our beverages were brought to the table promptly, even the Baileys , that they had to get from the lobby bar in the morning for my hubby's coffee.😄 The food and drinks were wonderful. Our favourite was the Sonora a la carte, We went three times, it was delicious and the staff very accommodating. The bar tenders at the pool bar did a great job keeping the flow of thirsty guests topped up. We had pool side and beach side waiters daily. The bartenders at the lobby bar were friendly, fun and extremely efficient...always smiling and willing to make you what ever you asked for. The beach was amazing and never a lack of chairs. The snorkelling from the beach was awesome too. So much to see. The night entertainment was decent most nights if we lasted long enough to enjoy it. We never made it to the disco or gym🙄🙄🙄🙄, so I can't review that. Our room was big, clean and very comfortable, the beds were amazing. We were in room 2028. My only complaint about this location are the birds that sat in our trees all night partying!,, lol but that's no ones fault, lol,,, There is definitely lots of wild life to see, the iguanas were amazing, they always manage to impress me. The coties pretty much stayed in the mangroves but would check you out on your way to the pool/beach area to see if you had food for them. Apparently there are pigs running around but we weren't fortunate to spot them, they were hanging out around unit 14. Overall, we loved our vacation and the resort and the staff from the concierge,to bartenders,to wait staff to the entertainment staff. I would definitely recommend this resort. Oh and Cozumel is absolutely a beautiful, friendly and clean Island.

    Gabriela G, Guest experience Manager at Royal Level at Occidental Cozumel, responded to this review
     Dear Lee-Anne L Thanks for your review. We really appreciate your comments and be sure they will be taken in to consideration in order to maintain our services quality levels and that we will take the necessary actions. Sincerely we hope to be able to host you again in the near future and have the opportunity to redeem ourselves providing you a better stay. Sincerely Gabriela Gaeta Guest experience Manager

    Round Indicators
    GBiallar 03/29/2017 Family

    “Just a king bed for three adults?”

    We were so disappointed to find just a king bed in our room booked for three adults. We understood there would be two beds. The staff brought a cot after we pointed it out to them. The cot was shoved up right against the king bed-couldn't get out of the bed but at the foot. Moved us to the First Club level with a room with two beds-perfect. BUT, they then told us we would now have to pay for internet! Crazy!!-NO WAY! Seemed like the first 24 hours was a battle, but then we finally were able to relax. Very beautiful and lush tropical surroundings. Room updated and clean. Only two beers in the fridge with lots of pop and water. TV was very snowy...very few stations in English, not that we watched it much. Buffet needs work-would recommend fewer options but better quality. Specialty restaurants saved us...enjoyed them all, but mostly La Caretta for breakfast, lunch and dinner. This was the best part of the Royal Club level. Beach is good; snorkeling good too right off the beach. So happy to have smiles from Crystal, Santos, Carlos, Javier (Delta Rep), and Hector. Thank you to Sara at Guest Services for being so helpful and addressing our concerns promptly...like you cared!

    Gabriela G, Guest Experience Manager at Royal Level at Occidental Cozumel, responded to this review
     Dear GBiallar On behalf our hotel management, may we take this opportunity to reassure you that we always strive to maintain the very highest standards of quality and service, as a matter of fact, we would like to extend our apologies for any inconvenience you have experienced while in our care. Please rest assured that we have looked into all the details of your comments and discussed your valuable feedback and concerns with the management team in order to apply the corrective measures that will help us to improve our services. At your service Gabriela Gaeta Guest Experience Manager

    EVALUATION

    Round Indicators

    • may 21 2017
    • Sebastian, Florida
    • Couples

    Keith S

    “Royal Club at Cozumel”


    The room was beautiful and very comfortable. Maid service was impeccable. My only complaint was that the shower floor was marble and quite slippery for soapy feet - maybe a mosaic design in shower to reduce the slipperiness? Dining was very goid everywhere. La Carreta is within the Royal Club grounds. However, it is not strictly for the dining of Royal Club patrons. Royal Club members must make reservations for their meals. This was inconvenient for us, to say the least. Wait staff at La Carreta are professional and considerate. Menu does not change, although staff will prepare food off the menu if requested - a very nice gesture. Sonora restaurant has authentic delicious Mexican cuisine, but the restaurant is not comfortable because it has no air conditioning. Wearing resort formal, I got quite warm and lost my appetite due to the heat. Los Olivos was very nice. Comfortable with great food and wonderful staff. Best rib eye steak I've had in a long time! Seafood Restaurant is at seaside with a great view. Country music blaring seemed a bit inappropriate. Food was just alright, as was the service. Bar service was fantastic, at every bar! What a great bar staff they have! Just wish the adult pool bar did not close at 5PM, its seems very early and it was earlier than the main pool bar. Nightly entertainment was fun, very enjoyable! We really enjoyed this hotel. Lush, intimate property, beautiful pools, fantastic beach, great staff, beautiful, clean room. Will definitely be returning! Thank you, staff of Occidental Grand at Cozumel! You all do a wonderful job!


    Gabriela G, Guest Experience Manager at Royal Level at Occidental Cozumel, responded to this review
    Dear Keith S Thanks for your review. We really appreciate your comments and be sure they will be taken in to consideration in order to maintain our services quality levels and that we will take the necessary actions. Sincerely we hope to be able to host you again in the near future and have the opportunity to redeem ourselves providing you a better stay. Regards Gabriela Gaeta Guest Experience Manager

    EVALUATION

    Round Indicators

    • may 20 2017
    • Family

    mbgosee

    “Don't bother”


    People were terrible, with a few exceptions. First impression was miserable. Went to check in at Royal Level, not offered champagne, had to ask. I had made certain to book a room with 2 beds, traveling with my son. Told room for me had one bed, no big deal, I was able to change. Went to room and headed to the pool, no towels at pool so I went to Royal Level check in area and asked for towels. The woman rudely informed me that towels were in my room, eventually she made the great effort to get out of her chair and walk 5 steps for the towels. Swam and went back to the room and searched for the towels, none. On the way to dinner I stopped by and told the woman, no towels in my room. Instead of a simple " I'm sorry ", she informs me that the room she wanted to give me had towels, once again, not the room I booked. Just a terrible attitude, like I'm there to make it convenient for them. Never received fruit basket or bottle of liquor in my room, I did ask. Royal level restaurant, okay, but menu never changes. No special Royal Level bar, nor anything else that sets it apart from the rest of the resort. If you go, don't pay the up charge for no additional services. One employee did tell me that their "owners", or time share people, were who they were concerned about. Message loud and clear, not a time share person, they don't want you. Resort was clean. Pools, food, beach area were all acceptable, but the employees ruin the place. I used to seek out Barcelo properties, but no more thanks to this place. Just a bad feeling about the place, you certainly don't come close to getting what you paid for.


    Gabriela G, Guest experience Manager at Royal Level at Occidental Cozumel, responded to this review
    Dear mbgosee Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel. Thank you again for your visit and constructive critics, our primary goal being to assure our guests feel comfortable and fully enjoy their visits, we are eager to regain your confidence during another occasion if you gave us that chance. Sincerely Gabriela Gaeta Guest experience Manager

    EVALUATION

    Round Indicators

    • may 16 2017
    • Couples

    Jo D

    “Be sure to visit the spa”


    Hotel is great just be sure to schedule a massage at the spa. We schedule regular visits as the staff is great and they do a wonderful job to keep your body feeling good as you dive one of the best reefs in the world.


    Gabriela G, Guest Experience Manager at Royal Level at Occidental Cozumel, responded to this review
    Dear Jo D 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. At your service Gabriela Gaeta Guest Experience Manager

    EVALUATION

    Round Indicators

    • april 25 2017
    • Smooth Rock Falls, Canada
    • Couples

    Lee-Anne L

    “Beautiful Vacation for relaxing”


    We were at the Occidental Cozumel April 11 to 18 2017. We had a wonderful vacation. The property is beautiful, clean and well taking care of. The walkways are lined with thick foliage and palm trees. We were in the Royal level, the service there was amazing. The concierge ladies were always helpful and happy. The walk from our unit to the beautiful pool/beach area was 2 min. The walk to the restaurants and main lobby was about 5 min and very enjoyable. Reading reviews we were a little curious about the service or lack of according to some reviews, but we were pleasantly greeted and quickly seated at all meals whether it was for breakfast lunch or dinner. Our beverages were brought to the table promptly, even the Baileys , that they had to get from the lobby bar in the morning for my hubby's coffee.😄 The food and drinks were wonderful. Our favourite was the Sonora a la carte, We went three times, it was delicious and the staff very accommodating. The bar tenders at the pool bar did a great job keeping the flow of thirsty guests topped up. We had pool side and beach side waiters daily. The bartenders at the lobby bar were friendly, fun and extremely efficient...always smiling and willing to make you what ever you asked for. The beach was amazing and never a lack of chairs. The snorkelling from the beach was awesome too. So much to see. The night entertainment was decent most nights if we lasted long enough to enjoy it. We never made it to the disco or gym🙄🙄🙄🙄, so I can't review that. Our room was big, clean and very comfortable, the beds were amazing. We were in room 2028. My only complaint about this location are the birds that sat in our trees all night partying!,, lol but that's no ones fault, lol,,, There is definitely lots of wild life to see, the iguanas were amazing, they always manage to impress me. The coties pretty much stayed in the mangroves but would check you out on your way to the pool/beach area to see if you had food for them. Apparently there are pigs running around but we weren't fortunate to spot them, they were hanging out around unit 14. Overall, we loved our vacation and the resort and the staff from the concierge,to bartenders,to wait staff to the entertainment staff. I would definitely recommend this resort. Oh and Cozumel is absolutely a beautiful, friendly and clean Island.


    Gabriela G, Guest experience Manager at Royal Level at Occidental Cozumel, responded to this review
    Dear Lee-Anne L Thanks for your review. We really appreciate your comments and be sure they will be taken in to consideration in order to maintain our services quality levels and that we will take the necessary actions. Sincerely we hope to be able to host you again in the near future and have the opportunity to redeem ourselves providing you a better stay. Sincerely Gabriela Gaeta Guest experience Manager

    EVALUATION

    Round Indicators

    • march 29 2017
    • Family

    GBiallar

    “Just a king bed for three adults?”


    We were so disappointed to find just a king bed in our room booked for three adults. We understood there would be two beds. The staff brought a cot after we pointed it out to them. The cot was shoved up right against the king bed-couldn't get out of the bed but at the foot. Moved us to the First Club level with a room with two beds-perfect. BUT, they then told us we would now have to pay for internet! Crazy!!-NO WAY! Seemed like the first 24 hours was a battle, but then we finally were able to relax. Very beautiful and lush tropical surroundings. Room updated and clean. Only two beers in the fridge with lots of pop and water. TV was very snowy...very few stations in English, not that we watched it much. Buffet needs work-would recommend fewer options but better quality. Specialty restaurants saved us...enjoyed them all, but mostly La Caretta for breakfast, lunch and dinner. This was the best part of the Royal Club level. Beach is good; snorkeling good too right off the beach. So happy to have smiles from Crystal, Santos, Carlos, Javier (Delta Rep), and Hector. Thank you to Sara at Guest Services for being so helpful and addressing our concerns promptly...like you cared!


    Gabriela G, Guest Experience Manager at Royal Level at Occidental Cozumel, responded to this review
    Dear GBiallar On behalf our hotel management, may we take this opportunity to reassure you that we always strive to maintain the very highest standards of quality and service, as a matter of fact, we would like to extend our apologies for any inconvenience you have experienced while in our care. Please rest assured that we have looked into all the details of your comments and discussed your valuable feedback and concerns with the management team in order to apply the corrective measures that will help us to improve our services. At your service Gabriela Gaeta Guest Experience Manager

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