The Westin Cozumel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1634 reviews

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  Be careful of the tour desk in the lobby.

  Do not book any tour at the tour desk in the hotel lobby. It is only an agency and isn't honest. When I booked the snorkel tour, the girl at the tour desk confirmed that it would last approximately 2.5 to 3 hours. However, it took us 6 hours total because of their pre-planned pickup and drop-off route, which they never disclosed until the agent at the desk dropped the clanger the next day. In addition, the supervisor was very rude and dishonest when I made my complaint.

  Dec 12, 2025
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  Absolutely Incredible Stay – Stunning Ambience and Exceptional Staff

  We have stayed here many times and yet again when we arrived, the ambience of the hotel took our breath away. The scenery is truly gorgeous—every view feels like a postcard. The staff made our stay even more unforgettable. Belem and Carmen, in the restaurant made us feel like family. They were so warm, welcoming, and genuine that you can’t help but love them. Down at the beach, Virginia (“Vicki”) was super happy, super attentive, and took wonderful care of us all day. Her energy made relaxing by the ocean even better. Another very kind and caring staff member. From the front desk, housekeeping staff, wait staff all the employees were so helpful and seem genuinely happy to be at the Westin Cozumel which makes for a very comfortable stay. Kudos to management. Beautiful views paired with such amazing people made this one of our favorite vacations ever. Highly recommend!

  Dec 12, 2025
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  Wedding Anniversary Celebration made perfect at Westin Cozumel

  The Westin Cozumel was amazing! We chose this beautiful spot for our wedding anniversary💓. The snorkeling right off the beach was spectacular. The servers at both restaurants were stellar. The spa treatments were top notch and I highly recommend the Serenity Package. Incredible resort, excellent staff! Rooftop pool & bar were awesome as well - especially at sunset. 🌟🌟🌟🌟🌟

  Dec 11, 2025
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  Never again a US hotel chain

  We decided to spend the second half of our holiday on Cozumel and chose the Westin, which turned out to be a bad decision. The pictures looked great and the reviews—probably mostly written by US guests—seemed fine, but the reality could not have been further from what was advertised. The hotel must have hired an excellent photographer, because the images on all the booking platforms look amazing, while the actual property looks worn, tired, and in urgent need of renovation. A repair team seems to be wandering through the hotel at all times, constantly patching and fixing something, giving the impression that the last proper revamp happened decades ago. To be fair, there are some positive aspects. All rooms come with sea-view balconies, and the rooms themselves are spacious. However, the balconies are equipped with only two tiny chairs and a small table, hardly inviting for sitting outside and enjoying the scenery. The pool area is small but nicely designed and easy to oversee, which worked well for the kids. There is direct access to the sea for swimming, and the beach is pleasant for toddlers to play. Breakfast and dining come with direct sea views—wonderful in principle—but there are myriads of wasps around the tables, making relaxed eating nearly impossible at times. One genuinely positive highlight is that the hotel serves surprisingly high-quality liquor, far better than what we expected based on the rest of the experience. The staff is friendly—though I still suspect much of the friendliness is driven by tips rather than genuine hospitality—and service at the sunbeds, both by the pool and on the beach, is convenient. The location is also practical: the hotel is only a 10-minute taxi ride from San Miguel and the ferry terminal, costing about 10 USD each way. Unfortunately, these positives do not outweigh the serious shortcomings. The biggest disappointment remains the food. Apart from a few decent dishes at the snack bar and the lunch/dinner restaurant, the overall quality is substandard. The entire offering is clearly focused on US clients who seem to have no taste at all. Everything is deep fried, there are almost no snack bar options without fries, and dishes are either drowned in low-quality cheese or floating in buttery sauces. We constantly found ourselves longing for the excellent, authentic food we enjoyed at our previous hotel—something entirely missing here. What annoyed us as well was that the door cards sometimes needed 10 attempts or more to open the door. On top of that, the hotel’s version of all-inclusive is extremely annoying. While we were used to simply grabbing a beer, cocktail, or snack in our previous hotel, here everything is meticulously documented. Waiters chase you endlessly for signatures, obviously hoping for tips, and the whole process feels unnecessarily complicated and awkward. Sustainability also seems to be a concept the hotel has never heard of. It feels like being thrown back into the Stone Age—or, frankly, like being in the US. Plastic bottles and cans everywhere, ketchup and mustard in tiny single-use plastic sachets instead of dispensers, and takeaway coffee cups with plastic lids. It’s really a shame to see such outdated, wasteful practices still in place. In short, this experience has convinced us never again to book a US hotel chain. This was far from a five-star stay, and certainly not a place we would return to. We even left the hotel two nights earlier to have a proper finish of our holidays.

  Dec 03, 2025
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  Won’t Return to this Hotel

  The Good Beautiful property with great outdoor area-snorkeling nice pool restaurants. Views from every room. Rooftop bar gorgeous views. Lobby bar was good service. Pool servers were great. The bad: Hotel lobby and our room smelled of mildew. They heavily try to cover with bleach but it doesn’t work. First impression is the smell. Food is average and overpriced. Some of the service was super slow. The unacceptable: Front desk manager and his lady assistant were combative over dumb things. We watched the manager with complaining guests every day of our stay. A lot of it appears lack of training in the staff and the manager being stubborn and needing to feel right. In our case we asked for a room change due to mildew smell. We were denied but instead of saying as soon as another room comes open we will get that done-the assistant lady flat out told us no- but maybe check back Tuesday (it was Saturday). Just lack of communication training. You always find a way to say yes and put the burden on the worker not the hotel guest who’s paying thousands to stay at your hotel. Then we got room service and they forgot our Flan but charged for it. No big deal right? The front desk lady refused to remove the charge (mind you we’ve already spent thousands at the hotel by this time) and we had to go to the manager the next day. He again argued that he could not take it off -(prob cost the hotel all of $1.00) and said because we signed (not having opened the food containers delivered yet) we could not get a refund. My husband said “surely at a hotel like the Westin you don’t have people trying to steal Flan” making a joke —-but he said back “yes we do” He was laughable. He finally removed the charge but the impression they both made on us is terrible. Overall For me-the mildew smell was overwhelming and so disappointing to walk into expecting the smell of a nice Westin hotel. For my husband-it was the unfriendly and unhelpful front desk staff. If they remodeled the lobby and opened it up to air-get that smell out-and went in and fixed their mildew problems in the rooms -and trained the front desk staff properly- this property would be fantastic. As is we won’t return -we’ll try another hotel on the island next time.

  Dec 03, 2025