Location
Off BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
3119 reviews
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Nov 18, 2024Second time back - Pros/Cons
This is our second time back to this resort and although some things have changed for the better - here is my pros and cons Pro's Diego was amazing, he engaged with our group and made all of the activities so much fun, full of energy, we really enjoyed him. Kiera - so attentive, taking care of all of us for lunches and running to get drinks when needed - I believe she was also here 3 years ago when we went and was also so lovely to be around, great smile and positive attitude! Food has gotten way better - especially the breakfast buffet, offering everything under the sun and a full mimosa/bloody mary bar. We had told the people we where traveling with that we really love this resort, however, the food is OK - they have really kicked up a notch since last time. Most staff friendly and willing to help Not a pro or a con - rooms are exactly the same - with that being said the housekeeping staff is on it and takes very good care of the rooms - tip your housekeeping staff! Pool is excellent and a ton of fun! Conceirge is also very helpful - I had bought excursions prior to going and was told they could have saved us money on these things, so I will be waiting to buy things from them on my next trip The snorkeling on the other side is amazing, even with storm Sara kicking it up a bit, totally worth it. Cons Lots of new front desk staff - I was met with a lot of "I don't knows" or "I don't know how to do that" Upon check in - we had requested/paid for a king room and ended up in 2 doubles room - told there was a big bike race in town and to check the next day if we could move, when I checked again, they said they didn't know if they could do that and turned around and ignored me. Several in our group had kings and ended up in double rooms I had emailed with a former employee about keeping our dive bag there for a month since we will be back with family in December, and was met with - I don't know how to do that, followed by let me talk to my manager and reach back out - when I was called they said that they could not do that - I asked to speak with a manager about that and she also stated they could not do that - I was willing to pay a fee to rent a locker and us keep the key, however, she said we could leave it with a bellman (unsecured) for $10 a day. We where not willing to risk all our dive equipment so we brought it home. Pretty disappointing to have to bring our bag back to only return back in a month with it - when we thought it was all set up. WIFI was very spotty throughout - had brought my laptop to work a little, and that did not happen. There was a gentleman with a drone that was shooting "promotional footage" while we were there, when I asked him not to shoot us, he yelled at me that he wasn't and then called me back over to try to tell me that I should not give him "that look"- then continued to try to start stuff with my friends - ironically when we got home, we saw him in the background of our photos - using his camera or pointing his phone at us. So if it is promotional footage - fire that guy Tequila is AWFUL - if you have a chance to buy a bottle of your own - highly recommend doing that. - I switched to vodka sodas about half way through our trips BC the Tequila is not good. With all this being said - we are excited to spend our Christmas here with our family - so we do recommend this resort. We are hoping that front desk staff will have more/better knowledge by then and that we get to spend time with Kiera and Diego!
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Nov 18, 2024Disappointing hiccups
I will start by saying that this was our second visit to the resort. Our first time was amazing hence the second visit. Our first time we were in a party of 12 family members with a mix of ages ranging from 7-67 years old. It was a great experience. This time we took a large group of adult friends (10 in total). With a return trip of the original family group booked for Christmas next month. The activities staff, wait staff and bartenders were all phenomenal. Big shout out to Kiera she is awesome. She is very attentive, fun and kind. Also our whole group loves Diego we had fun with him everyday. However I have MAJOR issues with the front desk staff and management. We booked a king sized bed and when we got to the resort we were told that there was a bike race going on and we would have two full sized beds. Basically when we said that was unacceptable we were told too bad. No offer of any kind of compensation or even to switch our rooms after the race. That was our first interaction with the front desk. Several months prior to our trip my wife emailed the manager and asked if we could leave our sizable dive bag at the resort since we were coming back in a month and 4 days. The response was absolutely that will not be a problem and they would be happy to accommodate us since we were returning so soon. Once we were preparing to leave they refused to honor that request even when provided with the email expressly stating the agreement. The closest thing we got to an explanation was "well he does not work here any longer" in reference to the manager we were communicating with. Instead of storing our stuff free of charge we were told that we could rent a locker for $10.00 per day. We were not willing to spend over $300.00 to store our bag when we were told it could be stored there at no charge well in advance of our trip. Based on our interactions with the rest of the staff these issues were surprising. We will see how the next trip goes, if we have these kinds of issues again it will be our last visit to Hotel Cozumel and Resort. Which kind of pains me to say as we have a lot of fantastic memories there.
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Nov 15, 2024Perfect place for friends
We had the best time, the most astounding person that put up with us is diego!! He just had the best time and love this resort! Thank you Diego for making it special!! We also love this resort for our family - we will ne back in December to celebrate with our kids!
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Nov 12, 2024
Should be great for all to use!
This was our fourth visit to the hotel. As always, the staff was very lovely. Thank you to Lois at the front desk who always remembered us every morning and checked in to see we were doing well. He helped me rent a cabana for the week which I thoroughly enjoyed. The rooms were always very clean and everything was in place. I would normally write a four star. But I had one issue and it persisted for my 10 day vacation. I should mention that myself, and my husband are scuba divers on this vacation. In fact, my husband dived every single day. The hotel and Paradise have facilities that you can hang up and dry your scuba gear. They have large freshwater tanks, showers to rinse and get off ur suits and several rows of lockers for dive equipment. You simply get out of the ocean and use this area and all its facilities to clean up and end your day. It was very displeasing to the eye and amongst a lot of other guests around me, when large groups of scuba divers would come back around lunch, fully equipment still on and would just get right into the pool to clean/rinse their equipment and wetsuits. They then proceeded to have all of their stuff around the side edge of the pool with items all hanging and drying over the handrails of the only steps that you could walk into the pool. I feel the security and MANAGER should have stepped up. This is a resort not only for us scuba divers but for Couples, families, and young children to enjoy. I have travelled all over the world and dove in many places and have never seen divers utilize the main swimming pool to rinse off everything, not a very relaxing atmosphere with all their belongings and BCD everywhere. It was messy and at times she felt overrun.
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Nov 12, 2024
All inclusive is the best
We had a great stay with a large group of our Scuba Diving friends and the staff is incredible . Keira Valdez took great care of us . I highly recommend this hotel for its all inclusive package. They have a large pool and a great hot tub. Make sure you don't miss volley ball with Suny, Jesus and Junita in the pool at 4pm.