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Reviews of The Westin Cozumel

4.5 out of 5
The Westin Cozumel
Carretera Costera Norte Km. 4.8, Cozumel, QROO

Reviews

8.4

Very Good

Rating 10 - Excellent. 292 out of 514 reviews" "
Rating 8 - Good. 114 out of 514 reviews" "
Rating 6 - Okay. 51 out of 514 reviews" "
Rating 4 - Poor. 29 out of 514 reviews" "
Rating 2 - Terrible. 28 out of 514 reviews" "

9.0/10

Cleanliness

8.6/10

Staff & service

8.2/10

Amenities

8.8/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

10/10 Excellent

Michelle

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The entire staff from reception to the restaurants were professional, friendly and attentive. The chiefs were highly trained and produced delicious gluten-free food, desserts and breads. Thank you to all the staff.
Stayed 3 nights in May 2024

8/10 Good

Kendra

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Staff was very friendly and helpful.
Stayed 5 nights in May 2024

8/10 Good

Stephen Garrett

Liked: Cleanliness, amenities, property conditions & facilities
Wonderful trip and beautiful access to the beach…room service could have been better and we did lose water for about 45 minutes
Stayed 5 nights in Mar 2024

10/10 Excellent

Richard

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were very friendly and helpful. Shoutout to the night shift lobby bartender.
Stayed 4 nights in May 2024

2/10 Terrible

Tina

Disliked: Property conditions & facilities
Stayed 1 night in May 2024

8/10 Good

Corey

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in May 2024
Response from Lizeth Palacios on 2024/5/13
Thank you for your preference, Your feedback helps us a lot to improve every day. Best regards

10/10 Excellent

F Del

Traveled with group, Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
An amazing vacation at the Westin Cozumel . This was my second stay and will be going back very soon. Front desk- amazing Vicky at the beach - Amazing Restaurants -Great food and amazing service Room and view - Spectacular Carlos the manager was incredibly gracious and welcoming and so was Lorenzo in house keeping. Thank you for a great vacation , one of the best Marriott properties I have stayed at (I am a Titanium member and have stayed in way too many around the world).
Stayed 6 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
Thank you for your preference, Your feedback helps us a lot to improve every day,We look forward to having you again. Best Regards.

10/10 Excellent

Kiyoshi, Greenville

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property
Stayed 3 nights in Apr 2024

10/10 Excellent

Luis Gonzalez

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice property but the customer service is the best
Stayed 5 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
Thank you for your preference, Your feedback helps us a lot to improve every day.We look forward to having you again. Best Regards.

10/10 Excellent

Melissa

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful stay at the Westin Cozumel! Clean, very comfortable beds, gorgeous views from the room. The staff was amazing and always accomodating. Food at resort was very good! Would definitely stay there again!
Stayed 8 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
Thank you for your preference, Your feedback helps us a lot to improve every day. We look forward to having you again. Best Regards.

10/10 Excellent

kimberly

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was friendly and helpful
Stayed 4 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
Thank you for your preference, Your feedback helps us a lot to improve every day.We look forward to having you again. Best Regards.

10/10 Excellent

Jacqueline michele, henderson

Traveled with partner
Liked: Cleanliness, staff & service, amenities
We’ve been coming to the Westin every year and continue to enjoy our stay. It’s one of the nicest properties in Cozumel. It does have its share of opportunities because it is getting older and with the property on the water, it becomes harder to maintain. Overall though, the staff has continued to treat us very well. Huge thanks to Carlos the manager and Carlos the who served us at the pool. Looking forwards to coming back again next year.
Stayed 5 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
Thank you for your preference, Your feedback helps us a lot to improve every day.We look forward to having you again. Best Regards.

10/10 Excellent

Kalyn

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The most beautiful beach!! We go to snorkel and you can snorkel right outside your hotel.
Stayed 4 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
We appreciate your feedback. Thank you!We look forward to having you again. Best Regards.

10/10 Excellent

Carla

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024

10/10 Excellent

Derek William

Traveled with partner
Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
They booked us and charged us for a extra day We had to pay for everything when we had all inclusive The room was wrong.
Stayed 5 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
Thank you for your preference, Your feedback helps us a lot to improve every day. We will make sure to work on this matter as soon as possible. We look forward to having you again. Best Regards.

10/10 Excellent

James Paul

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024

4/10 Poor

Francisco

Traveled with family
Disliked: Amenities, property conditions & facilities
Everything seem pretty normal at first. We had no issues at check in, the room was ready and it seem pretty clean. After the first night we were there, I received an email from management where they told me they were going to charge $36 dollars for cleaning a pair of old and worn used towels because they had woman make up that” cannot be removed” by traditional methods. I complained to the manager but he insisted those were hotel policies and cannot do anything about it eventhough we never got to see these towels or a sign that says not to remove make up with it. After 4 days in the room I saw black dots on the shower roof and noticed that it was BLACK MOLD. I showed this to the manager and asked him how come I got a room with mold on it and he said nobody had told him about it. When mold dots are coming through the paint that only means that the wall(s) are full of it behind and is now started Ng to come through. I think this hotel has. MOLD problem and they have just paint over it. Now my son and daughter is suffering from headaches and scratchy throats. The manager did offer to switch us to another room but what would be the difference, every room would have the same issue. No credit or reduce price was offered at all. The manager just stuck to the hotel policies. Eventhough the rooms looked pretty clean, the problem Is inside the walls. The only way to get rid of MOLD is by removing all the shower surfaces and that’s major remodel. At $ 250/ night it is not worth it
Stayed 6 nights in Apr 2024
Response from Lizeth Palacios on 2024/5/13
We are very sorry to hear that your stay with us was not pleasant. At the Westin Cozumel, we are in constant pursuit of excellence, however, we are not free of mistakes. We truly appreciate your feedback and we will work on these matters as soon as possible. Thank you in advance for your understanding Best Regards

10/10 Excellent

Amber, Rosenberg

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024

4/10 Poor

Jeffrey, Guthrie

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024

4/10 Poor

Adam

Traveled with partner
Disliked: Staff & service, amenities
Tried to add after missing the tab for the all inclusive to include it after purchasing the package, several hours on the phone with no help from the Westin or Expedia. Would not recommend this location, booked for the name and very disappointing experience. Food and service was terrible, extremely glad we did not have the all-inclusive package.
Stayed 7 nights in Mar 2024

2/10 Terrible

Nikkilon Tonye

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No sense of urgency to meet customer needs. Hidden fees. Not a property as advertised. Staff some very kind others COLD. Did not feel welcomed ! Restaurant ladies were kinder than most. Front desk lacks culture sensitivity . Room not stocked. Telephone refrigerator not working. Then what are we paying for? Ceiling and glass not clean. Bathrooms perfect. Overall this was the worst stay.Waste of our hard earned money and time. Purpose was to relax and enjoy. Met great people staying in hotel which helped experience.
Stayed 2 nights in Apr 2024

6/10 Okay

Carolyn, COLUMBUS

Liked: Cleanliness, staff & service
Stayed 4 nights in Mar 2024

10/10 Excellent

Alice

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love staying here! Good for families as well as adults w no children.
Stayed 3 nights in Mar 2024

6/10 Okay

Jennifer

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
This is our second stay at The Westin. Unfortunately, this time was not for the better. The resort itself is in need of maintenance help. Our shower leaked every where each time we used it. The water in the shower smelled terrible. There was very little equipment in the gym that worked. The staff is great but are under staffed leading to wait lines for meals and drinks. The food was pretty good but this is not a Mexican resort. This is an American resort in Mexico. Chicken nuggets, French fries, 90’s pop hit music and little bits of alcohol in your drinks. My advice is to go off resort and enjoy the island between cruise ships. The 6,000 people influx daily makes it difficult between 9-5. Again, appreciate the staff at the Westin. They’re doing their best.
Stayed 5 nights in Mar 2024

6/10 Okay

Jason

Traveled with family
Disliked: Amenities
The food options on property are some of the worst I have experienced for a Westin. I am not sure the rationale for offering up Italian with 80s and 90s American music. Embrace your Spanish culture and offer up great seafood with local music.
Stayed 5 nights in Mar 2024

10/10 Excellent

Peina

Liked: Cleanliness, staff & service, property conditions & facilities
The most desirable vocation place in Cozumel, nice location, great food
Stayed 8 nights in Mar 2024

6/10 Okay

Soo Yeon, new york

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
There are no soap, body cleanser, or hairdryer in the room, only body lotion, shampoo, and conditioner. Additionally, there are no other amenities provided. Despite placing towels on the floor, they are not replaced. When I called the front desk for assistance, there was no response, so I had to seek out the cleaning staff myself. I managed to obtain only two bath towels, and no other items were provided. This experience aligns with other reviews mentioning the inadequacy of supply. As a frequent traveler accustomed to various hotels and resorts, it's evident that this hotel is poorly managed. However, the hardworking staff compensate for these shortcomings. The lack of common sense in operational procedures is evident, but the dedicated crews manage to make up for these deficiencies.
Stayed 4 nights in Mar 2024

10/10 Excellent

Brian

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the view, beach, restaurants and all staff very courteous. Our room was missing hai dryer, robes, sandals and no towels were left after cleaning on our last day.
Stayed 5 nights in Mar 2024

6/10 Okay

Kristin Kincheloe

Traveled with family
Disliked: Staff & service
This hotel was nothing special. The food was not great, the drinks were terrible. And FOUR times, housekeeping came and cleaned my room and left 0 towels. Took all the dirty ones and didn't replace them. It was bizarre. And then I called the "service express" number and no one answered. Literally 4 days out of 6. I won't be back.
Stayed 6 nights in Mar 2024

10/10 Excellent

Lilia

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful quiet and safe! Great place for some RnR!!! We will definitely be back!!
Stayed 3 nights in Mar 2024

6/10 Okay

Angela

Traveled with partner
Liked: Staff & service
Rooms outdated. Shower pooled all over bathroom floor, hot tub unsanitary, plugs didn’t work, level 3 extremely nosiey. Didn’t get any of my request for upper level, quiet area. I also requested decor for my husband birthday and didn’t get any of it after I was told I would.
Stayed 3 nights in Mar 2024

10/10 Excellent

Rick

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024

8/10 Good

Mykola

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food was very good, staff very helpfull , clean around. Lot of abandoned buildings around this hotel. we been there 9 years ago and looks like area is slowly going down.
Stayed 8 nights in Feb 2024

8/10 Good

Hillary

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I stayed with my 2 sisters for 4 nights with the all-inclusive option. We had an amazing time. The food was delicious. There was a breakfast buffet, a lunch snack bar, and 2 dining options. We were very satisfied with all options and the quality of the food. We used the AMSTAR representative, named Banner, to book excursions. He made everything super easy. The snorkeling at the property was AMAZING and so pretty. We used the free daily kayak and snorkeling daily. We will be back.
Stayed 4 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Ms. Hillary, we appreciate your feedback. we hope to see you next time to host you,Thank you!

10/10 Excellent

Elizabeth Catherine

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Amazing stay
Stayed 7 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Ms. Elizabeth Catherine, we appreciate your feedback. Thank you

10/10 Excellent

Mary

Stayed 4 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Ms. Mary, we appreciate your feedback and thank you to book you holidays with us.See you next time!

10/10 Excellent

Julian

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great snorkeling right off the beach
Stayed 5 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Mr. JulianThank you for the feedback, we are glad you enjoy the Caribbean sea at this property.See you soon!

10/10 Excellent

Richard

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good service!
Stayed 7 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Mr. Richard, Thank you to book at this beautiful property, we appreciate your feedback.See you soon!

10/10 Excellent

Matthew Jonathan

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Super friendly staff and wonderful snorkeling right behind property.
Stayed 6 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Mr. Matthew, Thank you for the feedback, we hope to see you soon, we are glad you enjoy the Caribbean sea.See you soon!

8/10 Good

Troy

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They could use more beach chairs. Everything else was great.
Stayed 5 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Mr. Troy, Thank you for your preference, Your feedback helps us a lot to improve every day. We will make sure to work on this matter as soon as possible. We look forward to having you again.Best regards

6/10 Okay

Justyna

Traveled with family and small children, Business traveler, Traveled with partner, Traveled with family
Beach front can be cleaned up better.
Stayed 9 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Ms. Justyna,Thank you for your preference, Your feedback helps us a lot to improve every day. We will make sure to work on this matter as soon as possible. We look forward to having you againBest regards

4/10 Poor

Jennifer

Liked: Cleanliness
Disliked: Staff & service, amenities
The hotel is near the airport and on great beaches. My personal experience was terrible in my room. The telephone didn't work so I could not call the desk to complain about the loud guests that kept me up all night. The valet parked my rental under a tree that was full of birds and there was so much bird poop on my car I couldn't even see out of the window to drive so I had to go find someone to wash the car and I was too busy moving in for my 6-weeks stay to have to do that upon arrival.
Stayed 1 night in Jan 2024
Response from Lizeth Palacios on 2024/3/7
Dear Jennifer, We are very sorry to hear that your stay with us was not pleasant. At the Westin Cozumel, we are in constant pursuit of excellence, however, we are not free of mistakes. We truly appreciate your feedback and we will work on these matters as soon as possible. Thank you in advance for your understandingBest regards

10/10 Excellent

Crystal

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Crystal, Thank you for the feedback.Best regards

8/10 Good

Robert

Wonderful stay at Westin
Our stay was wonderful. Always room on beach to sit and enjoy the beach. Room clean and comfortable. Views awesome from waterfront balcony. Only issue is you can hear talking, noise from adjoining room. Not very good insulation.
Stayed 5 nights in Feb 2024
Response from Lizeth Palacios on 2024/3/7
Dear Mr. RobertThank you for your preference, Your feedback helps us a lot to improve every day. We will make sure to work on this matter as soon as possible. We look forward to having you again.Best Regards

10/10 Excellent

Diana

Liked: Cleanliness, staff & service
Wonderful staff!!
Stayed 1 night in Feb 2024
Response from Nohemi on 2024/2/15
thank you for your preference

10/10 Excellent

Larry

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Had a good time. Staff very friendly and helpful. Room was clean and beds were comfortable. Would staff again.
Stayed 7 nights in Jan 2024
Response from Nohemi on 2024/2/15
Dear Larry,thank you for your preference.

10/10 Excellent

Jessica

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was very easy to take a cab to town but far enough away it was quiet and private beach. Loved the restaurant on the water. There was also an italian place to eat at the hotel. If you like key lime pie there is a place across the street. The spa was amazing with the sauna and steam room- we loved the couples massage and treatments. we wish the pool could have been heated or a hot tub somewhere because we had little or no sun during our stay but that was the only complaint. Would visit again. The snorkeling was ok, it is a good place to snorkel but nothing amazing if you are a novice snorkeler.
Stayed 3 nights in Jan 2024
Response from Nohemi on 2024/2/15
Dear Jessica,thank you for your preference

10/10 Excellent

Dawn

Traveled with partner
Liked: Amenities, property conditions & facilities
I have been to Cozumel many times. The Westin is by far the best place I have ever stayed! Definitely will return:)
Stayed 5 nights in Jan 2024
Response from Nohemi on 2024/2/15
Dear Dawn, thank you for your preference

6/10 Okay

Shawn

Liked: Staff & service
Disliked: Cleanliness
Stayed 6 nights in Jan 2024
Response from Lizeth Palacios on 2024/3/7
Dear Mr. ShawnWe appreciate your feedback. Thank you!

10/10 Excellent

Addison Daniale

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is my second stay at the Westin and we loved every moment. From the moment you arrive the staff are helpful and friendly! The property is kept clean at all times and is furnished with modern decor. I felt safe the entire time. It is the perfect place to enjoy a getaway!
Stayed 3 nights in Jan 2024
Response from Lizeth Palacios on 2024/3/7
Dear Ms. Addison Daniale, We appreciate your feedback. Thank you!See you soon!