The Westin Cozumel

Customer ratings & reviews

TripAdvisor Traveler Rating

1559 reviews

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  Ok hotel

  We just came back from a wedding that was hosted in the hotelel. Staff were great but hotel itself is in need of some improvements in the room. Mold in some rooms . Beach was great (very clean and clear) but very small and rocky. What I liked about this place is that it's small and no crowds

  Aug 29, 2025
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  Spa day

  Enjoyed a morning at the spa. I had a massage with Sara who did an amazing job. It was the best massage I’ve had. Highly recommend!!

  Aug 28, 2025
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  Family Trip to The Westin Cozumel – Disappointing Experience

  We stayed at The Westin Cozumel for a 7-day family trip centered around a destination wedding, and unfortunately, the experience fell far below expectations. For 5 out of the 7 days, there was only cold water in the showers, which made basic comfort a challenge. The food selection was extremely limited, and the customer service from staff was consistently poor. Despite being a group of 6–8 people, we were not allowed to sit together for meals—whether it was breakfast, lunch, or dinner—as the staff refused to accommodate us by moving tables. This lack of flexibility and hospitality was very frustrating, especially given the reason for our trip. Additionally, the hotel offered no entertainment whatsoever—not even background music by the pool—making the atmosphere feel dull and uninviting. Overall, we were very disappointed with our stay. If you're considering The Westin Cozumel, we strongly recommend looking elsewhere. Avoid at all costs.

  Aug 28, 2025
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  Best massage

  Excellent atmosphere, very clean ,welcoming , friendly staff. Highly recommended . Best massage . Planning to come back . Thank you

  Aug 23, 2025
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  Not up to Westin Standards: Absolutely gross (hotel bruto). Shame on you Westin Cozumel (Do not stay here)

  Just got back from the Westin Cozumel and the place is now rundown and gross. Hospitality by hotel staff is awful. The [one] restaurant [Las Gaviotas] crew however is top notch. Firstly, when you enter the property, it smells heavily of mildew and mold and it's obvious the lobby has not been cleaned thoroughly. Dirty guest chairs and benches. Disgusting floors (was afraid to put my backpack on the floor). Staff members are NOT very welcoming and all have grouchy demeanor. It's embarrassing for Westin to include this facility as one of their own as it is NOT up to their typical standards. In fact, staying at this hotel has soured my wanting to go back to use Westin properties or Mexico in general. They have ruined my perception of Mexico. The shower in room 305 was completely gross (mildew EVERYWHERE, rusted pipes, peeling paint on ceiling, very worn out and used rough towels. Toilet offerings was a joke. No slippers offerings. Seems all their offerings only included 1 of each when they know their are 2 staying in room. Housekeeping and front desk EXTREMELY unfriendly. The hot tub drain smells of sewage and I couldn't even think about soaking in that. They have 2 restaurants; Las Gaviotas was the only decent restaurant, the Italian is crap, It's no wonder the restaurant was empty despite the hotel being at 60% occupancy. All guests we talked to agreed. We also found roaches in the room and outlets that don't work. Curtains falling off the railings. Dirty sinks (poor housekeeping upkeep). Also, if you are NOT allowed to have anyone visit you (even for 15 mins) without paying for the person for the day. (Even though they would NOT be using any of the facility offerings.) Security escorted my friend off the property. Extremely disappointed and disgusted. Shame on you Westin Cozumel.

  Aug 21, 2025