El Cozumeleño Beach Resort - All Inclusive

(make sure to read further below, "MORE BEACH" if relaxing on the beach or poolside is for you. This is a lengthy review but hopefully helpful) Look, we love Mexico, the beach, and all inclusives where you don't have much to be concerned about while enjoying the atmosphere. And we don't really mind average food and rather enjoy laid back quieter and smaller resorts. HOWEVER... Here is a rundown of our experience. Stayed 3/7 through 3/14. In our early 60's, travelled with son & daughter in law (in their late 30's). CHECK-IN: was fine. But, there was only one other couple checking in ahead of us. And actually, they gave us an upgrade to one of the panoramic-view rooms, 417. Son got a room in the taller tower also on the 4th floor. ROOM: the room was pretty darn good sized and had multiple floor to ceiling windows and multiple sliding doors to get out to the huge wrap around veranda. The view, as with most of the rooms, is fantastic. The bed was absolutely terrible, you can actually look at it and see the indentation on the mattress from people sleeping on it for years. Hard as a rock and at times a bit painful, really. Never felt like I got a good nights rest on vacation. Bathroom good size. On some days it seemed like you had to run the shower water for more than 5 minutes until it warmed up, but it always did. Other days it was almost instant hot. Toilet flushing appears to be a problem, most likely water pressure issue overall (and probably worse on higher floors), have to stand there and hold the handle for quite a while until it is completely done to even work right. In fact we asked the front desk to send maintenance up since it appeared the toilet had an issue - - no one ever came. But then we figured out to stand there holding the handle for a while. Can't speak to TV watching, there's one there but we never care about that when at the beach. Didn't use wifi as I do not like to use 'public' wifi where someone can literally capture data packets and see passwords and everything in your data transmissions (have Verizon cellular and it worked fine on most parts of the island). A/C: we turned down the thermostat upon checking into the room as it was a bit warm. It didn't cool down for about 3 days, we slept under just sheets or even on top of them. Then all of the sudden one day it seemed to actually do its job. I double-checked settings and not a single thing had changed. There are refrigerators in the rooms but no clue as to why. They do not stock them with anything. They sit there empty. As far as getting bottles of water, housekeeping will leave a couple of those on the bathroom sink or somewhere each day but no other options of anything to stock up on. Most all inclusives with a fridge stock cans of beer, soft drinks and such every day. Not here. Other than that, nothing spectacular about the rooms. BEACH: the section of the beach in front of the resort may be one of the best of all resorts on the island. A lot don't even have sandy beach, only rocky cliff-face or really small sand areas. This beach stretches the entire length of the property. There are two piers there, one longer one. It keeps the sargasm from rolling in. In fact, the next resort just to the North on the other side of the pier - - I honestly do not understand how anyone can get in the water there, terrible brown every single day. El Coz side of the pier, crystal clear. Didn't have to use water shoes to get in as long as you watch where you are stepping. Indeed there are numerous rocks there. The sand on the beach is wonderful and if you go to the South there are tons of lava rock areas and tide pools to explore (obviously have to wear water shows there). MORE BEACH: okay, this very well may be the biggest problem with this resort... given the wonderful beach, it is almost impossible to enjoy it. Seriously. There are like what, a dozen two person palapas there? And how many rooms? Behind the palapas there is also a larger covered area that can accommodate maybe 6 more people. But other than that, there is ABSOLUTELY NO OTHER SHADE! Like sitting at the pool? No shade. Would you like to enjoy any other part of the beach there? No shade. What would it cost to get some shade umbrellas that can be moved around the pool or popped up on the other parts of the beach. The palapas only take up about 1/4 of the beach area, plenty of room to accommodate more beach goers if they had umbrellas on hand. Now, for the biggest issue: you will not find a palapa to use. Period. Yes the towel game is real here and number one reason why I would never return. It's worse than any other resort we've ever been to or even heard about. So not only are shaded loungers reserved with towels early, that doesn't even begin to paint the picture. People would keep their towels on the loungers 24/7. This means that no one else can ever get a shot at using a shaded chair. If you happen to nab a lounger in the shade when someone checks out, you'd simply keep your beach towel on that darn chair until you check out. This is a crazy new norm for any place on the planet, the only resort I've ever heard of that allows this. After a day or so being here, we were like some others who have voiced that after a short time they kinda wished they had booked somewhere else. Also, every time we tried to exchange beach towels we were told there weren't any, or 'come back at 11:00' even though while being told that you were looking straight at a pile of folded fresh towels sitting right next to the guy who wouldn't exchange any for you. SNORKELING: bring your own mask and snorkel. You can check-out a mask and snorkel here, but only for an hour and only between 10:00 and 2:00. Outside of those hours you will pay $150 to rent. No fins available. We did snorkel once, the water is great and there are lots of fish. But the mask was terrible. When I checked mine out, the guy pointed to a bin and said grab one. When I was done and was checking it back in, he pointed to the exact same bin for me to toss it in. Really? That means the mask and snorkel I sucked air through was most likely used by someone else without any cleaning. And someone else got to use that same mask & snorkel right after me. Gross and unhealthy stuff. You'd do better picking up a mask at Target and bringing it. FOOD: pretty much everything you've read from others rings true. Same stuff every meal and lucky sometimes to even have certain dishes available. They would run out of things often at the buffet and not get refills timely at all. The best part of the buffet seemed to be breakfast. The omelet bar was good. But, it's a small grill, takes a while to get everyone through, and there was always a long line. And the only plates in the ENTIRE buffet are right in the middle of that long omelet bar line which was a huge hassle. There are like 4 other small areas with different types of food but no plates at those areas at all. Seems like some simple management of layouts and processes could help. And do you want bacon? Forget about it. They keep it hidden and the omelet guy is the only one who has access. Sure you can specifically ask him for some, if there is any there. They protect the bacon and don't always have it on hand anyway. Just kind of weird. For the a la carte restaurant you do have to be in line at the 'tour desk' by 8:00am to reserve a time for that evening. Some mornings that line started at 7:30 just waiting for someone to show up. The times/seats go very quickly, and the availability supports only a fraction of people. That is a shame because the food is different than the buffet, in a positive way. I tried testing out the dress code one evening, wore nice collared shirt and nice shorts. Got busted and ran up to the room and changed into pants. Nothing wrong with that. But make sure to take at least one pair of pants for dinner. Like others, even though we paid for all inclusive, we still either walked down the street or took a taxi to town and were happy to eat decent food elsewhere at least on a couple of occasions. Just factor that in when you price out staying here. STAFF: I'll echo what most others say, they work hard and most care about what they are doing for your benefit. Bring some tip money and help them out, they do put in long hours and actually try to help your experience. I was actually shocked... seems Americans get ribbed about tipping and getting all the attention and sort of ruining things for others. But kudos to the multiple French Canadians we were sitting close to for most of the week, they tipped more than we did. SMOKING: so apparently that whole no smoking anywhere in Mexico thing is not a real thing, at least on Cozumel. Bought some Cubans in town and was told I could light up absolutely anywhere. Certainly at El Coz you can light up anywhere and people do. They don't give a crap who is around, even if you are at the next palapa on the beach. I did have a couple cigars at the resort but sat down at the far south side close to the empty lot there, out of everyone's way. Others who light up, give some decent human respect to others... RAIN: it happens in tropical settings and actually can be enjoyable. Twice while there we had some afternoon showers. One was coming down a bit heavy and it was close to lunch time so we took advantage and headed to the tiki hut buffet building. As we walked in there was lots of chaos and then we realized why. About 90% of all tables where covered with water. The roof leaks bad. During rain, if you don't have a palapa to hang out under, might want to sit on your veranda at your room and enjoy. If you do have a palapa, your 24/7 towels will get soaked and then good luck ever getting those changed out. OTHER TIPS: The tour desk in the lobby can help with pretty much anything you might be interested in. We got hooked up with a 'buggy' to drive around the whole island. Was a fun day but would definitely get a 4 door jeep next time, it was pretty difficult for everyone to crawl into the buggy, almost like nascar drivers climbing in behind the wheel. If you need more money (bring lots for things to do), walk 5 minutes to the Westin. They have a USD ATM in the lobby. You can do the monetary exchange thing if you really want to but none of the trips we make to any part of Mexico do we worry about that, they always accept USD (and we go to Mexico at least twice a year). The tour desk also hooked us up with a private boat trip to Isla Pasion. You can get there on a party barge for $110 per person, or like us, we booked a private boat for 5 hours for $500. It also picked us up at the hotel pier so we didn't have to taxi into town. For 4 of us, well, you do the math. Isla Pasion is somehow newly minted as the top beach in the world. Nah. It's nice but come on, maybe, just maybe one of the better ones in Mexico? We walked all around there and then decided to go snorkeling. One of the nice things about the private boat, go where you want, when you want, do whatever you want. Same price breakdown. And included light food and all the drinks you wanted. Lots of places on the island accept credit card payment but lots do not. Some don't even have the capability (like Coconuts, a fun stop on the opposite side of the island). Bring plenty of cash for activities or exploring off site. Use taxi service to/from the airport. Once we got our bags on arrival we stopped at one of the desks in the airport terminal and booked a van to carry us and all our suitcases. $56. If we had just gone outside and got a taxi it is $20 for 4 people and luggage. No luggage, you can do that trip or into town for $10. There was no haggling and all the prices were the same no matter what vehicle we got or who the driver was. That part of getting around was quite easy and safe. No need to try to book a taxi, just walk out front of the hotel. Returning from town, they are everywhere too. Keep in mind that pretty much anywhere you want to eat or spend money, Mexico has changed, at least the touristy areas. Things seem to be the same price as in the states, and if at the airport or other high tourist areas, even more expensive that at home. SUMMARY: If you love relaxing on the beach, and some shade, this is NOT the place to come. Period. It will ruin your vacation. They could plant palm trees, use some of the 'resort fees' (what is this, Las Vegas?) that they charge in addition every night to purchase umbrellas. But nope, they just pocket that and don't care. Hey, maybe sell off the unused room fridges and get some shade umbrellas. One night we saw a couple carrying two lounge chairs just in front of the vacant property to the south, there are some wonderful shade palms there. Their idea was to be set to enjoy the beach and some shade the next day. However, it wasn't even 5 minutes later, 3 staff showed up and hauled them back. Just an example of what vacationers really need, and what the resort won't abide. They also do not care about maintaining the resort and what others are saying is true, management is just running this place into the ground. No reason to return and having experienced a week there, kinda wish we hadn't (after the first day we started to get that feeling that we wished we had made a different decision). We're pretty easy going and roll with the flow but... I challenge the hotel to actually respond to this posting with something substantial rather than what they seem to do every time: 'oh, thanks for the feedback, we look forward to your next visit'. They just seem to copy/paste the overall response to everyone. This place is seriously floundering but could be spectacular if someone stepped up and actually cared. That's called leadership, and in the tourism industry, does require investing some funds. Neither exist here.

Rooms are large and all face the ocean. That's the only plus. Small safe in room and no fridge. Food is the same over and over again, never enough chairs, never enough beach towels. Housekeeping is good, groundskeeping also friendly. Everyone else couldn't care less if you have what you need. or or are happy. But their hand is out for a tip. Long lines to check in and check out. Zero entertainment at this hotel. I mean NOTHING! once dinner is over there is nothing till breakfast unless you taxi into town. No smoking resort is a joke. In the pool, in the bar, on the beach. No staff every did anything about it. You are very isolated from town and any activities so be be prepared to pay for taxis to go anywhere.

We stayed at the El Cozumeleno in February 2026. The resort itself is nice but very small. We arrived at the resort and the check in process was very slow. Only 2 people behind the counter and they took their time. We waited about an hour to get all 7 of us checked into our rooms. You could not eat or drink anything until you were checked in and had your wrist band. ROOM - We got to the room and it was clean and nice looking. The ocean view from our 5th floor room was very beautiful. We had a king size bed (very uncomfortable, but it is Mexico and we very rarely find comfy beds here) and the air conditioning seemed to be working nicely. The water in our shower was always warm but the water pressure sucks. It took a long time to get the shampoo and conditioner out of my hair. There are very few plug ins in the room and only 2 in the bathroom. We only received 2 towels and requested more, the next day we had no towels. There are no phones in the room. We had an issue with our toilet needing service, we had to go down to the desk at midnight to request help. The next day we found a QR code on the door that you can scan and request service. It would have been nice if they had let us know this. The hotel states they have room service, but we did not see this. You can go to the restaurant and get food and bring it back to your room but they do not bring it to you. FOOD - We go to Mexico every year and stay at all inclusives every time. We have had a LOT of buffet food and its usually pretty good. The breakfast food here is ok. The buffet is left over food from the night before, but they do have fresh fruit and an omelet making station (if you want to wait in line). The lunch food is not good. The only good thing about the lunch food is that you can order from a small menu (quesadillas, nochos, burgers, hot dogs...) and they will bring it to you. We ordered several days from the beach and the pool and they brought it right to us. It does sometimes take a while, but it is good and will tide you over until dinner. The dinners here are also not great. The specialty restaurant is NOT GOOD! The food is the same as the buffet. Plus, you have to adhere to the dress code. I like to have a dress up night, but I also like the food to go with it! We went for Valentines day and it was not worth it. The buffet is terrible. You can order from the menu ( a QR code you can scan at your table), but they do not always have what is advertised. You can request something different, and if it is not too much, they will try to make it. 2 people from our group ordered pasta with shrimp with a white sauce and they said it was edible. 2 others ordered the fish and they said it was mushy and tasteless. We walked down the street a few minutes from the hotel and found a couple of nice restaurants down there to choose from (The Lobster House and The Westin). It was my sisters Bday while we were there so we went to The Lobster House. They accommodated 14 of us with no problem and sang Happy Birthday with desert for my sister. We also went into town a couple of nights and there are always great places to eat there. We ate at Hemingways - Great view at sunset and good food. DRINKS - The mixed drinks are pretty good here. Not too strong and not too weak. I usually drink beer, so I was very disappointed one day when they ran out of beer for 2 hours!! This is unacceptable for an all-inclusive! At night we drank wine. Not the best wine, but it was ok. They also ran out of white wine every night! BEACH/POOL - The beach here is beautiful. It is a bit rocky in spots so you should bring water shoes if you like to explore the beach. We walked down a ways to the nearest hotel and the views were spectacular all the way there! There is also a cute little place on the water to eat at. There is a small section of beach that you can walk into and swim with the fish. It is very cool and the water is refreshing. We didn't get a chance to snorkel but everyone we met there said it was amazing snorkeling. We walked out on the pier and it was pretty cool. It is difficult to get chairs on the beach or at the pool if you do not go down early. A lot of people actually save chairs overnight! I have never heard of this being allowed at any other inclusive I have stayed at. My husband set his alarm and got up at 5am every morning to save us chairs on the beach. Usually at the all-inclusives, if you are up before 8, chairs are available. We went to the pool a few days. The water is very cold, but it gets pretty hot here. We sat up by the swim up bar and the service was excellent. The problem for me was people were letting their kids stand/sit on the bar! This sometimes made it difficult for people to get drinks. Others were letting their kids splash and run wild at the bar so some adults didn't want to sit there. In my opinion, the swim up bar should be adults only. There is another larger pool up from the pool bar and another pool and kids area for the children on the other side. We met a lot of great people at the pool! Everyone is so friendly and its fun to talk to different people! STAFF - The bartenders and waitstaff here are FABULOUS! They do everything they can to get you whatever you need. They are super friendly and they remembered us and what we like to drink and eat every day. We even saw a couple of them when we went to down town Cozumel and over to Playa Del Carmen. They called out to us by name to say hello and chat with us. Please remember to tip the waiters! They work so hard and are so friendly. They don't make much doing what they do and they deserve the extra appreciation! LOCATION - This resort has a great location. You can go to downtown Cozumel by taxi and it takes about 10 minutes and costs $20 each way. The downtown has tons of shopping and wonderful bars and restaurants. We happen to be in Cozumel over Carnival and it was amazing! So many beautiful floats and dancers and fun people! You can take the ferry over to Playa Del Carmen. It is about a 1/2 an hour ride over and costs $40 per person for round trip. It is very busy on 5th Ave, but is is very worth the visit. Lots of shops, bars, and restaurants and the locals are super friendly. All in all, this is a nice resort. I would come here again (now that I know to bring extra money to eat off site) for a long weekend just to sit on the beach and look at the water.

Good if you are a smoker but we were not. This place has no smoking signs that are not very prominent. They tell you that smoking was only allowed off site but there was smoking everywhere. We couldn't sit out on the beach chairs due to the few chain smokers who ruined it for everyone with their constant lighting up in the small sunning area. The hotel does nothing about it. I saw the security guys walk right past them. And why would a non-smoking resort have ash trays such as this photo? We did enjoy the food, It was tasty and unique. The vareity of fruit, granola, yogurt at breakfast as well as the omelets made to order were very nice. Dinners and Lunches were similar but really, what more can you ask for, fish, beef, pork, chicken were always available. Jesus and an aisan looking cook (name tag obscured by his apron) at the grill were the best, they work super fast to take care of the lineups with a smile. There wasn't much dessert selection but really it wasn't a big deal. Ice cream was available, coconut and lemon were the best. Service here was inconsistent, some waiters were great, others only served you if they knew a tip was coming. The bar tenders were friendly, helpful and also always had a big smile on their faces. Wonderful to see. The gym was not useful at all - too small, but they did have two ping pong tables and a tennis court which we made use of. There was no fence around the tennis court and I was worried my ball would fly into the jungle and never be found again... Rooms were large and the bed was firm, if not a bit on the hard side, but washrooms are getting very dated and don't have much life left. The Ocean view from the room was super nice but we were given a view of the Kitchen roof as well, when there seemed to be a lot of other oceanview rooms over the pool still available. The maid did an impeccable job every day. They work very hard. The beach was not for swimming much, it was good for snorkeling really only. It was hard to get a beach chair anywhere, People!, it is really low to put out your towels all night, all week on a beach chair so no one else can use them. This is the first time I've seen this selfish behaivour and I wonder why the staff allows this. Some people think they own the place but they don't. There were a lot of Americans at this resort and a handful of French Canadians other than us Torontonians. Staff overall worked hard and tried to keep us happy, I think they were great. The resort needs real attention or soon these good folk will not have a place to work. Managers, tell your owner to do the required maintenance this hotel needs to keep bringing in the customers.

Not as advertised. Room was ok, had a Premium Sky Top. Snorkeling was the best thing about staying there. Buffet was awful and most of the times you could not order off the menu, even though it was advertised. Service was terrible, check-in was unbelievably slow, even with doing the pre-check-in online. No stocked fridge, which was advertised for our room. And also no room service, which was also advertised. We stayed there 16 years ago and I can’t believe how downhill it’s become.

Arrived after a huge line in customs to find a beyond huge line to check in. Apparently, it was a wedding group. Instead of taking them into a separate area, they had all of us wait. We ended up waiting almost 2 hours! Completely uncalled for. Rooms are clean but so run down we were afraid to turn on the lights. Mold on the curtains. One person, with us developed a sinus infection. Food was very limited. Cold. We figured out to order with the pool waiter for food. That was usually fresh. Another restaurant for evenings only, get up at 7am to make a reservation the day off. Food was alright in there but pretty much tasteless. We did make the best of it. The staff as usual especially the pool staff were hardworking and attentive. We tipped them well for their hard work. Not their fault. Management needs to step it up and fix up this dated property or sell it to someone that will. I should note I don’t like to write reviews like this. Truly, enjoy traveling but this was not the place for us.

We were here last year and vacation was okay. It is advertised as all inclusive, but lobby bar closes at 10:30pm. Nothing to eat or drink until 7:00 am. Our room was clean but tired looking. Only 1 face cloth, one hand towel and 2 bath towels and requesting more was like pulling teeth. Shower was not hot (no need to turn on cold) and sink taps barely worked. Restaurant was only open for dinner but last year we could have breakfast there. Breakfast Buffet was yesterday’s left overs and mostly luke warm. Soup was good but tepid temperature. Ala carte wasn’t worthy of men having to wear long pants. It is the only à la carte here. First day they had no white wine. Other drinks watered down. Pool was super cold and water jets permanently plugged with caulking. Hot tub was 18” below jets. They have a beautiful fountain and water was so low pumps were pumping air. It seems like owners are sucking profits without making any improvements. I would like to mention staff were great and cheerful. We will never return.

We spent a week at El Coz in January with our son and his family. We have stayed at the resort eight times in the past ten years and keep coming back. The number one reason is the staff! This is a smaller property with 3-star facilities and amenities at best, but the staff is amazing. I’ll call out a few by name later but first let me talk about the property. As I said, it is smaller and does not have the amenities of a large resort. The restaurant options are limited to the buffet, a snack bar and one specialty restaurant. There are three bars – lobby, pool, and swim-up bar (which is only open sometimes), and no nightly shows or entertainment. The vibe is very chill so if you’re looking for high-energy flashy loud experiences, this is not your place. The beach is rocky in many places but protected by a large pier and a smaller pier. Given the rocks and piers, there is great snorkeling onsite. The large pier also offers protection from the sargassum that blows in during north winds and northern weather patterns. We experienced this a few days when we were there and the beach at El Coz was much less impacted than adjacent resorts. The rooms are older and many need updates and maintenance. We always try to stay in the “tower” which has newer rooms and higher floors that offer an amazing ocean view (including sunsets and the mainland) to the west. The rooms are large and have a good-sized balcony. The bathrooms are large also. The beds are hard, but requesting foam mattress toppers helps some. The rooms have not changed in our ten years of coming here and would benefit from some updates and maintenance. Hot water was a little hit-or miss. The grounds are very well maintained, and the staff work hard to keep everything immaculately clean. There are several pools onsite of varying depths and the main pool has a swim-up bar that was open on warmer days during our stay. There is not a lot of variety of food, but what is there is well prepared and very tasty. The buffet has salads, chicken, fish, and pork for lunch and dinner (but in different preparations and in different sauces every day) and a grill for made to order breakfast (omelets and eggs), and various grilled meats and quesadillas for lunch and dinner. The snack bar near the pool has hamburgers and hot dogs every day. The specialty restaurant offers a different menu every night, but reservations must be made each morning. There is also a QR code for menu items that can be ordered at any time and served in the buffet restaurant, or the pool or the beach! The drinks are pretty standard rail pours and ice blended drinks. You can request higher tier liquors, but they have limited selections and limited quantities. Drinks are served at your pool or beach chairs too! The resort offers several activities including a dive and water sports center, a spa, mini golf, a tennis court, kids play room, teen/adult game room, a small gym, a resort photographer for family photos, and daily activities around the pool. But back to the staff! They make the whole place welcoming and enjoyable! Let me name just a few that made our stay enjoyable. Guest Services Manager Julio. We were traveling with our family and requested rooms close together. When we checked in we found out our son got into a room in the tower as requested, but our room was on the opposite side of the property in the older rooms. Since we had a later arrival, we were told that they couldn’t move us that night but would try to move us the next morning. Julio came through and got us a connecting room with our family in the tower which was awesome and allowed us to help care for our granddaughter. Pedro and Angelica were awesome servers in the buffet and took care of us very well. Angelica even arranged for a birthday cake and small celebrations for our daughter-in-law and granddaughter with all of the dining room staff singing “happy birthday” (Feliz cumpleanos in Spanish). Superb and attentive pool service – drinks and food – were provided bay Santiago and Hugo, who remembered our names and preferences and were very attentive. Leonardo, one of the activities leaders, went way above and beyond to getting to know us. After we joined in a bracelet making activity, he later made matching bracelets on his own time for each of us with our names on it! And finally, to recognize the grounds staff, Ediclain did an amazing job cleaning the beach every morning including raking sargassum and hauling it away in a wheelbarrow. Other staff washed all the pool chairs and tables and kept the walkways and pool area scrubbed and clean. Finally, a message to resort management – please reinvest some money on maintenance and updates to help your amazing staff provide for great vacations. There have been few updates or changes in the past 10 years. Stairs are crumbling, walls are cracked, plumbing needs updating, furniture needs replacing. We don’t expect to try to convert this to a 5-star property, but we would hate to see this amazing team be let down by property and equipment neglect, and lack of restoration/maintenance. We hope to be back soon and hope to see some progress.

We stayed here for two weeks. People who work here are super nice. Servers at the buffet and restaurant, bar tenders, maid etc. I was sick with the flu for the first week and they brought me lemon tea, honey and whatever I asked for. The hotel could use a bit of updating. Our room was on the 8th floor and had a gorgeous view of the ocean and poolside below. There was a small dripping of water when we sat on the toilet. Seemed to be coming from the room above, maybe the toilet. I told them about it a couple of times. It seemed to stop the second week, don’t know if they fixed it. The water in the shower was lukewarm at best. I didn’t want to complain about it but finally said something after 10 days and they fixed it. Breakfast opened at 7 and we usually went at 8 and they didn’t have bacon yet which I didn’t even know they had it because it was hidden by the guy doing the omelettes. There was no desserts at lunch or dinner at the buffet. Finally after 12 days, they brought out some cake for lunch and dinner. Maybe someone mentioned it. There was also no icecream. I saw someone I’m eating it and asked for it. Didn’t see any French fries over by the hamburgers and hotdogs. One day I just happened to see someone people eating French fries and asked them where they got it and they said from the servers. If you didn’t ask you didn’t get. I wanted a banana one morning and asked for one as I didn’t see any and the server got it for me. The beach is small and has some big rocks in it so you have to be careful when you go in. There are lots of big fish in the water. Don’t know what kind but people keep feeding them so they’re always around. There was a lot of sargassum in the water which the beach workers had a hard time cleaning it up. Took several days of cleaning day and night. There was only two wheelbarrows. If you like long walks on the beach then don’t go there. We made the best of our holiday but will not be going back.

There is great example when bad management could kill even well-established business. Do not buy “Premium Sky Top Room”, because you will not get what you paid for. We paid for 2 double beds, round furnished balcony and mini bar on the top floor. We get king bed, regular balcony and small fridge on 9 floors. Customer service (Julio) promised to switch to the right room next day. And our “journey” started. They want us check out at 11:00 with all our language and come back at 3:00pm. Needless to say – we lost one vacation day right away. We get two double beds. And that’s it! Nothing else what were listed on Expedia. Talk to representative again (twice). No result. Ask for manager. They said his name is Antonio and he will be in hotel in one hour. Waiting again! My vacation slipping away little by little. Then women (Juliette) who said that she will speak on behalf of Antonio, because main manager doesn’t speak English. Really? Hotel where at least have guests from US and Canada doesn’t speak English? Well... Who am I to judge whom to hire for main position. Julieta promised to fix everything. And I never heard from her a word since then. We let it go and try to spend whatever left from our vacation. To be fair, most of people (cleaning, at restaurant, in Buffet, in the bar...) work really hard. What is really pleasant – no one beg or even ask for tips. We are big tippers anyway. Even Julio, who did not help us at all, tried hard to help. But it seems that his “hands were tied” to do thing right. He keeps sending request to management and management doesn’t respond. It seems that clerks not allowed to makes any decision. About mini-bar. My neighbor from room 1910 get mini-bar filled, because they screamed for it. I guess we did not push harsh enough. But should we? If amenity were listed in the room – it should be there. Without that amenities room were 35$ a day cheaper. In my case, I overpaid 245$ for a week. If management decided to contact us, I will present all screenshots of promised amenities, but I doubt that they are care. We love Cozumel and come here very often (usually south part). First time in the North part and huge disappointment.