Rated 1 out of
5
by
SteveDixon from
Unacceptable beach and pool experience.
Catamarans show up daily and dump 150+ people at the beach and pool from cruise ships. Hotel management allow this disturbing action and does nothing about it when confronted. Unacceptable Westin experience.
Date published: 2018-09-16
Rated 5 out of
5
by
ScottJ from
The best resort on the island!
Loved this place it's location was perfect for us because of the ability to rest and relax. The service was the best of any place we visited and the staff was personally in tune with it's client base. We felt secure and pampered.
Date published: 2018-09-14
Rated 5 out of
5
by
Cris from
La mejor decision
Una gran experiencia para una celebracion familiar. Muchas gracias!
Date published: 2018-09-12
Rated 5 out of
5
by
akiev33 from
Amazing property
I spent 4 nights here with a friend and could not have asked for a better way to spend July 4th. The staff were fantastic, food was excellent, room was perfect, and the SPG elite recognition was wonderful. I had a truly wonderful week of relaxing and eating, and will definitely be back to this property. Kudos to the team running it!
Date published: 2018-07-11
Rated 1 out of
5
by
Ziad26 from
They don't honor your Platinum status as you would expect
I had two rooms reserved for 7 nights vacation. when I checked in to the hotel, I asked the person at the front desk if I can get an upgrade and she said no. her answer was that I have reserved two room and if they upgrade one of them they will not be on the same floor. Even though i tried explaining that I don't care if the rooms are on the same floor she refused to accommodate my request or even try to see if it is possible, it is important to mention that the hotel was fairly empty for the whole duration of our stay!
Few days later, one of the managers approached me and asked about my stay. I shared my check-in experience with him. he confirmed that I should have been upgraded, took my name and room number and promised to get back to me. however, he never followed-up!
SPG Lounge not up to Westin quality. the lounge is basically a room with tables and chair that has NO amenities. they replaced the lounge with allowing you to have breakfast and a snack in the afternoon each day. however, all is under the control of the staff which makes it very hard to relax. I asked for coffee one afternoon with the snack and I was charged for it! besides breakfast, the most important amenities in the lounge is to have access to water and coffee anytime you need it. specially when you are in a country where bottled water is a must.
My room pillows smelled like mold and I had to request they get replaced which they did pretty quickly
Manager not responsive and does not do follow-up
everything is controlled as if they want you to always reach out to them when you need something (expecting a tip each time they serve you). they even control access to the floor ice machine and you have to call them each time you need ice.
they have a beautiful roof top pool/space, however, they do not advertise it or staff it so it is rarely used.
Both pools are dirty! it feels like they clean them once a day only. I noticed that there are no skimmers in the pool so floating insects, leaves and other items stay in the pool for the whole day!
the beach is nice compared to other beaches on the island. after we drove all around the island and tried few beaches we found that the hotel beach is fairly decent
Date published: 2018-07-05
Rated 5 out of
5
by
Mauricioxx7 from
Family of 3 DEFINITELY WILL GO BACK !
Nice new Hotel we had a very relaxed stay facilities are great very clean, food was very good and not overpriced compared to a next door places, best Burgers ever at the pool.
Best part staff at your restaurant is really welcoming and helpful offered us everything and also let us know about SPG members benefits.
Especially Roberto Chan and Wilcott to name a few but all of them were very attentive and made our stay really enjoyable.
Locations is very good unless you want one right in the buzz of town a short taxi ride and you are downtown
We will be looking forward to stay in this hotel soon.
Date published: 2018-07-03
Rated 1 out of
5
by
JessicaChicago from
Do Not Stay here - Not up to SPG standard
I read the reviews about this hotel before staying here and did not heed the warnings of other travelers. There were reviews about being over charged, about the food being subpar, as well as new staff. All of these reviews are accurate. This hotel overcharged me as well!!!! By about $100. After weeks of trying to resolve this, both the hotel and Starwood (how disappointing) we unable to resolve this issue. I had to contact my own bank to resolve the problem.
SO unless you are interested in being overcharged and then spending hours trying to correct the problem, don't stay here.
I am also generally disappointed by how the quality of Starwood hotels has gone down considerably.
Cozumel is a beautiful place and this hotel is a beautiful property, but the service we received at this hotel was completely subpar. The menu was limited and the staff was not helpful at all. On several occasions I dialed for room service and received no answer on the telephone. We ended up going across the street to the Lobster restaurant 3 of the 5 nights we stayed here because we couldn't get anyone to pick up on the room service line.
Don't stay here if you want a full service hotel. Not worth it. Also not worth the hours of headache trying to correct your bill after the fact.
Date published: 2018-04-19
Rated 5 out of
5
by
Krod777 from
Fantastic!
We only stayed one night but spent two days at the property and it was fantastic. I felt comfortable and safe in the resort and on the beach. Top notch service and property. I would absolutely go back for a longer stay next time!
Date published: 2018-04-03
