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All reviews royal club los olivos stayed at the occidental grand sonora grill specialty restaurants dive shop fish dive palancar the mediterranean restaurant first club quiet pool stayed in building beach restaurant lobby bar grounds are beautiful activity pool lunch buffet
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Reviewed 31 January 2016 via mobile

I've had a perfect week there!! Nice place, nice weather and nice activities. The staff is awsome, specially Francisco and Milixa!! Go see Oscar for your drink, he's the best! You have to try this resort!

Date of stay: January 2016
Trip type: Traveled with family
Thank Chagnon J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ivan C, Guest Experience M at Occidental Cozumel, responded to this reviewResponded 5 February 2016

hi Chagnon J

Thank you for taking the time to write a review for us. We are glad you enjoyed some of our hotel features as the courtesy from the staff and our beautiful beach. We will share your comments with Francisco ans melixa to encourage them to continue improving.
By the other hand we appreciate your feedback regarding those who fail short, we appreciate the areas of opportunity you mention and I will ensure we use your feedback to continue on our constant journey to deliver the best service to our guests.

regards
Ivan C
GEM

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 29 January 2016

We just returned from a week at the Occidental Grand. Having read the bad reviews, we braced for the worst, but the price was just too tempting. We were pleasantly surprised to find the customer service excellent, the food very good (although some nights just so-so) and the rooms mostly good. If you are very picky you can certainly find things that will bother you. Some people should just stay at The Ritz. We go to Cozumel for the diving and have stayed at many other resorts here. I would rate the Occidental Grand the best yet. They are obviously making an effort to address poor reviews and were always asking us if everything was OK.

We had more than enough very fluffy pillows, a comfortable bed and plenty of plush towels. We asked for a king-size bed but ended up in a room with two full-size beds. We requested a change and that was provided the next day (it's a good idea to include a tip when making a request). It just meant we had to move after unpacking.

The maid service was late every day (3 pm), but we were on the third floor. They did a good job. Hot water was usually available, but a few times it was just luke warm. The specialty restaurants were good, as was the buffet (the night they served French food it was excellent). Plenty of lounge chairs, a very nice beach with shade, and the dive boat picked us up at their dock. Our only concern was the sliding door in the room that wouldn't lock (we used a picture as a security bar but it would have been nice if one had been provided). We didn't stay up for the entertainment so I can't comment on that.

I think the difference in reviews can be explained in that Americans are ignorant of the challenges these small islands face (plumbing, construction quality, food availability, dependable employees, the harsh tropical environment). We are conditioned to expect everything to be nearly perfect. That just isn't going to happen in Cozumel no matter where you stay. We will return to the Occidental Grand if the price stays competitive.

Room tip: Second or third floor is best. We were in building 12 and heard the drums from the show until 10 pm.
Date of stay: January 2016
  • Trip type: Traveled as a couple
    • Value
    • Sleep Quality
    • Service
2  Thank Margie S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ivan C, Guest Experience Manager at Occidental Cozumel, responded to this reviewResponded 29 January 2016

hi Margie S

Thank you for your review. For us your opinion is very important. We are glad you've enjoyed ,
We also appreciate the feedback about service.
We hope you give us the opportunity to serve once again in the near future .
Best regards
Ivan C
GEM

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 28 January 2016

my husband and I had day passes for this resort for 1 day last week. we purchased day passes online for our shore excursion in cozumel while on a caribbean cruise last week. staff was friendly and service was decent at the resort. The food and drinks were ok. Pools and beach were beautiful and not overly crowded. We were approached to take a time share presentation and saw many people taking time share tours. We used a kayak and snorkel equipment. Kayaking trip was short as the area was overrun by snorkel and dive boats. It was a relaxing pool and beach day.

Date of stay: January 2016
  • Trip type: Traveled as a couple
    • Value
    • Service
1  Thank joyce b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ivan C, Guest Experience Manager at Occidental Cozumel, responded to this reviewResponded 29 January 2016

hi joyce b

Thank you for your review. For us your opinion is very important. We are glad you've enjoyed ,
We also appreciate the feedback about service.
We hope you give us the opportunity to serve once again in the near future .
Best regards
Ivan C
GEM

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 28 January 2016

this is trip number 5 to this Royal Club for me, also Grand Level member.
great location for diving, Royal Club worth the upgrade. The private jacuzzi in the Royal Club section needs to be HEATED during winter months continuously please !!
convenience of the private La Carreta Restaurant is nice.

Date of stay: January 2016
  • Trip type: Traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank helgo2016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ivan C, Guest Experience Manager at Occidental Cozumel, responded to this reviewResponded 29 January 2016

hi helgo2016

Thanks for your review. We appreciate your comments and take them all into consideration in order to maintain our quality levels. We sincerely hope to be able to host you again in the near future

Ivan C
Guest Experience Manager
OGC

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 27 January 2016 via mobile

JR Robertson moved us here from ELCid and it sucked big-time beautiful resort very nice they took really good care of us Only thing that could have been better was the food was much better in playa da carma ;and at finer dining resturaunt no one was there but they told us not to be late and they were ten minutes late which was not good in my book They also had activities for kids but the lady was never where the board said she was at anytime was always late by at least a half hour But rooms were awesome staff was pleasant Maids were wonderful Was very beautiful would Definetly come back big Kids had wonderful time Disco bar was awesome and they had great shows nightly

Date of stay: December 2015
Trip type: Traveled with family
Thank some4u
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ivan C, Guest Experience Manager at Occidental Cozumel, responded to this reviewResponded 29 January 2016

hi some4u


We are very happy to learn that your stay was a pleasant one, and that you were highly satisfied with our service. We have strived to deliver the most memorable experience to our valued guest. We highly appreciate your gracious comments here and have shared it with our team.

We sincerely look forward to welcome you back on a future occasion and provide you with the exceptional quality and service that characterizes our brand and resort.

Regards

Ivan C
Guest Experience Manager
OGC


Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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