The Westin Cozumel

Customer ratings & reviews

TripAdvisor Traveler Rating

1495 reviews

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  Needs TLC and better management oversight

  The property is not up to the standard of what a Westin should be. Certainly not at $250 USD a night. It is more of the level of a $100 USD a night hotel. Simple maintenance things that should be discovered by the staff and addressed prior to my arrival. Items included holes in the wall that were patched, but not painted, ceiling fan that did not work, coffee machine missing parts, floor not mopped and clean, minibar empty with no product, no iron, no soap dish in the bathroom, no wash cloths, no toiletries, and the shower controls loose and not bolted to the walls. All were visual things that if team members had a check list of items to check, would have been corrected prior to my arrival. All of these were in room 1208. I brought them to the attention of the guest service manager who then moved us to room 1001. It too had deficiencies, the sink would not drain and there was a light fixture that was ready to fall from the ceiling, both of which maintenance quickly repaired. Also in that room, the telephone did not function and there was no room service menu. A message was left for Carlos, the guest services manager, to reach out to me, he never did. Again, all these things should be easily and visually identified by staff, but it seems that no one ever goes in and checks to see if the room is in order. Certainly not how a Westin operates. There are approximately 120 lounge chairs for the beach and pool area but they only have 10 umbrellas, not a proper ratio in my opinion. The rooftop bar and pool are a great area to spend a day, but be careful, the decking is wood and is rotting, soft, and loose, it is just a matter of time before someone is hurt there. We like the views and location, and we want to love the property, but they need to open their eyes and give it some TLC.

  Jul 13, 2025
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  Vacation with my son

  The waitstaff was incredibly friendly and accommodating—going above and beyond by offering to help prepare a special soup for my son, who wasn’t feeling well. The food was not only high quality but also beautifully presented. Everything was clean and service was timely. This experience truly added something special to our vacation. Highly recommend! Thank you so much Virginia, Capitan Mogel, Fernando, Ananias, Joaquin, Hilario y Paloma 🫶🏼

  Jul 10, 2025
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  ER visit on the first day due to negligence

  Ended up in the hospital on the first day. There is serious maintenance issues on the sky lounge and my toe was guillitined in between 2 boards. I was taken to the ER and got antibiotics and a mild pain reliever but the only thing they have offered to do for me is buy me dinner. My trip is quite literally ruined because 1. I’m in pain. 2. I’m not allowed to GO IN THE WATER! That’s literally why I’m here!!!! 3. No reason for any more reasons because see 1 and 2. I’ve taken unpaid time off work. I’ve traveled across the continent by car, plane, taxi, ferry and another taxi to get here and the most you’re willing to do is drive me to the ER to get my injury that YOU CAUSED with YOUR NEGLIGENCE and buy me dinner (which I’m still tipping on, of course ). Naaahhh… I’m out multiple experiences: diving, mermaid free diving certification, snorkeling, turtle sanctuary etc due to negligence on the hotel. I can’t work out when I can hardly walk or leave the hotel. “Sorry for ruining your vacation that is costing you thousands but here’s a free $40 dinner” is CRAZYYYY.

  Jul 08, 2025
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  Best hotel for family

  The Westin is our go-to place for a family trip! We love everything about the hotel, pool, beach, and service. Vicky at the pool is the absolute best and took such good care of us!

  Jul 08, 2025
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  Great customer service

  We enjoyed the hotel and view so much!! Gilberto gave us exceptional customer service and helped us to have an incredible stay!

  Jul 08, 2025