The Westin Cozumel

Customer ratings & reviews

TripAdvisor Traveler Rating

1441 reviews

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  Worst Vacation Ever

  1) When arriving to the Westin Cozumel, I checked in and was given a room without a balcony, although my reservation was clearly for a king room with balcony. I returned to the front desk and was refused to have the room I had paid for. I then had to ask for the manager and at the same time, I called PADI to rectify the situation. After the manager and agent spoke, I was begrudgingly given a balcony room without any sort of apology for the inconvenience. Very poor service. 2) When booking this resort, I was under the impression that this was an all-inclusive dive resort where my Open Water training course and diving would take place. Turns out, when checking in with the dive shop, they said that they "did not have the service available" during the dive times I had already pre-booked and that I would need to be sent to another affiliate site (Occidental Cozumel) that was 30-45 minutes away on the other side of the island to complete my course and do my dives. This was not at all what was advertised. Not only was it a major inconvenience to have to wake up extra early to catch a taxi to the other resort, but there were no food options available over there and I had to pay out of pocket for any food/drink there. We had to leave the Westin early enough to commute over there, and given how early it was, breakfast was not available at the Westin when we had to leave. Obviously, our all-inclusive benefits were not honored at the other resort and so no lunch/drinks were available during our 8 hours there. We even were not allowed to enter the main entrance when getting to the resort and had to enter through the "service/employee" entrance as if we were "outsiders." This was absolutely not what I expected when making this booking. 3) The resort staff and service has been poor here at the Westin Cozumel. Incident 1 as above with check-in. The second incident is that the housing staff dropped my laptop while cleaning my room and now there is a dent in my laptop and it does not close properly (again, no apology or admission of guilt from the staff). And the 3rd incident occurred where I took an unoccupied seat with nothing on it by the pool and was minding my own business, when an angry couple demanded that this was "their" spot after not being anywhere in the area for over an hour. They started yelling at me saying that I needed to move. There were no "reservation" signs on the chair and again, the spot was empty for over the hour time period I was there reading my book. They became hostile and called over a staff member, who refused to listen to me. He demanded that I leave the spot (again a spot that was empty for over an hour; as are several other chairs/spots on the beach/pool that people "claim" for hours with no one there at all. There were absolutely no other chairs/spots available anywhere on the beach or poolside). He refused to find me another spot and then began saying very rude things to me ("you are a foreigner here; you must respect us"). He even started saying things in Spanish, thinking that I would not understand him saying "Americans are very rude" to the couple who claimed that this was their spot. He then began procuring the table I had kept my drink on and the umbrella that I was using and took them away abruptly. This is absolutely unacceptable and very poor service (the service man's name is Eduardo). After being forced out of the seat, I complained to the manager and again, nothing was done. This level of service is beyond incompetent and very poor. The hotel is run down, the beach access is rocky with minimal actual beach, and the pool is a joke; a glorified kiddy pool. You will NOT feel welcomed here.

  Apr 28, 2025
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  Can’t wait to be back!

  Absolutely amazing from start to finish! Best 7 days ever. Wonderful staff. Fantastic food. Fernando was a joy at the front door. Lorenzo’s smile is contagious, he made our room flawlessly daily. Efrin was so eager to help us on the beach. PM manager at the outside restaurant was so friendly. Spectacular grounds. Can’t wait to be back in August to do some more snorkeling right outside the hotel. This trip we saw a sting ray, lobster, sea urchins and sooo many beautiful fish. Thanks to the spa crew for making my sauna/steam room visits so relaxing and welcoming.

  Apr 23, 2025
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  Westin Massage Experience

  Excellent Swedish massage from Guilian! Highly recommend!! She did a wonderful job ensuring I was relaxed. The room was beautiful and the view outside the room was spectacular. I did the 80 minutes and would have loved another 80 minutes with Guilian.

  Apr 23, 2025
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  The Spa Experience

  The Spa was so relaxing! The environment was so calming and It was so easy to get comfortable. Nadine and Sara were so good to help us feel relaxed. Best massage ever, the facial was very soothing as well. Would definitely come back 10/10!!!!!

  Apr 21, 2025
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  Westin Cozumel

  Joaquin was fantastic at the Cozumil restaurant.. The service was great.. the food was superior and the whole staff and management were always ready and made the extra effort to make every night a perfect experience. We even experienced an amaretto fire show on our last night. Unexpected but delightful.

  Apr 17, 2025