Indoor pool, 4 outdoor pools
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Reviews of Hotelcoz All Inclusive

3.5 out of 5
Hotelcoz All Inclusive
Playa Santa Pilar Km 4.5, Top Floor, Cozumel, QROO

Reviews

7.2

Good

Rating 10 - Excellent. 47 out of 168 reviews" "
Rating 8 - Good. 54 out of 168 reviews" "
Rating 6 - Okay. 30 out of 168 reviews" "
Rating 4 - Poor. 13 out of 168 reviews" "
Rating 2 - Terrible. 24 out of 168 reviews" "

7.6/10

Cleanliness

8.4/10

Staff & service

6.8/10

Amenities

6.6/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

2/10 Terrible

Kimberly

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Needs a major update and our room’s air conditioning did not work. They did not offer me a new room only a fan. The staff said there was not any rooms until I showed them I could rent a room still with Expedia. They finally gave me a room with air. The showers have mold and the water was rusty when you first turned on. The beds felt wet and were very uncomfortable.
Stayed 1 night in Apr 2024
Response from El Cozumeleño on 29 Apr 2024
Thank you for your comments

8/10 Good

Daniel

Travelled with family
Liked: Staff & service, amenities
The staff were great but the property does need updating
Stayed 2 nights in Apr 2024
Response from El Cozumeleño on 29 Apr 2024
Thank you

6/10 Okay

Anthony N

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Location was excellent, potential for 4 stars is there, there is a lot of deferred maintenance and upgrades are drastically needed. Food was good, pools and beaches were clean and well maintained.
Stayed 5 nights in Mar 2024
Response from El Cozumeleño on 29 Apr 2024
Than you very much

10/10 Excellent

Regina, Houston

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Julietta did an amazing job! After our romantic dinner on the beach was not properly communicated, Julietta got us in for dinner and scheduled the beach dinner for the next night. It wasn't our anniversary the next day, but it DID rain, just as on our wedding day. Julietta had our room decorated while we were having dinner. She was great the entire stay!
Stayed 7 nights in Apr 2024
Response from El Cozumeleño on 29 Apr 2024
Thank you very much

10/10 Excellent

Brock

Liked: Cleanliness, staff & service, property conditions & facilities
Great
Stayed 5 nights in Apr 2024
Response from El Cozumeleño on 23 Apr 2024
gracias

8/10 Good

Roberto

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the location
Stayed 3 nights in Mar 2024
Response from El Cozumeleño on 23 Apr 2024
gracias

8/10 Good

Robert William

Travelled with family
Liked: Cleanliness, staff & service, amenities
Can't beat this property for the price. Sure there are fancier places, but this is great for a getaway if you are not picky. If you are a picky person, stay away. I can't emphasize that enough. Taxis are very cheap around there and there is plenty to do as far as excursions. There are 2 restaurants to choose from. The furniture in the rooms need updating as well as the showers. I was in room 1511. Great view, cold AC and fast elevators. Very close to the airport and very friendly people. Love the swim-up bar they had. Again, if you want the most modern decor and are picky, dont go here. All in all, I would go back here for future vacations.
Stayed 5 nights in Mar 2024
Response from El Cozumeleño on 16 Apr 2024
THANK YOU FOR YOUR COMMENTS

6/10 Okay

Michael

Travelled with family, Travelled with group
Disliked: Amenities
Overall it wasn't a bad experience. However, there are some things that could be better. For example, the outside dining bar often had dishes left open and birds were able to get into the food. The facility is quite old which could be charming, but the gym equipment was the worst.
Stayed 2 nights in Apr 2024
Response from El Cozumeleño on 16 Apr 2024
thank you

6/10 Okay

Joshua

Travelled with family and small children
Liked: Staff & service, amenities
Whatever you do, make sure you get a room on the newer side of the hotel! Our first day and night there, was miserable. The beds were rock hard and the food wasnt good. The rest of our stay they let us switch to a new room and its a night and day difference! To get better food, you can order off their menus instead of eating at the buffet. To enjoy their only dining restaurant, you have to get up at 730 and go and stand in line down stairs to make reservations, otherwise itll get booked and youre out of luck. Overall its a good hotel and we enjoyed our stay. Y9u get what yiu pay for, as others have said. PS... Get a room in the newer side of the hotel!!!
Stayed 6 nights in Apr 2024
Response from El Cozumeleño on 16 Apr 2024
THANK YOU

6/10 Okay

Regina Ivey, Bronx

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from El Cozumeleño on 16 Apr 2024
thank you

6/10 Okay

Fidel

Travelled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
I felt this property lacked in "outstanding" customer service. Very minimal towels. Asked for our room to be cleaned and it was not. Had to personally go to the front desk to get clean towels. TV did not work at all. Thought the AC worked, it never seemed to reach its temperature, so the compressor ran all day and all night when attempting to sleep. Even for an All-Inclusive resort, the food was very below standards. Very minimal selection. Bar staff was not engaging or outgoing at all.
Stayed 4 nights in Apr 2024
Response from El Cozumeleño on 16 Apr 2024
THANK YOU FOR YOUR COMMENTS

2/10 Terrible

Jleo

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
La ubicación es regular, el servicio es el peor, a tal punto que les pasas por el lado y ni los buenos días, las habitaciones son del siglo XV , el agua es salada en el lavado y en la ducha, la iluminación pararece apagón con velas, el baño parece de una terminal, all inclusive?? A que precio! el HELADO se acaba antes de que llegues al restaurant la comida es de tercera, las opciones son escasas muy escasas, y ni hablar de la barra, solo tienen un tipo de cerveza la cual ligan con agua, al igual que tooooodas las demás bebidas alcoholicas, aguadas y sin sabor a nada…bueno si, saben a agua… por otra parte reservé una suite de dos camas con vista al mar y resulta que me dieron una sola cama porque según la señora es según la disponibilidad, pedí cambio de habitación y me dijeron que lo que más podían hacer por mi era darme una cama extra,…. Me trajeron un catre, como si me hubieran regalado la estadía aquí y que estuvieran haciéndome un favor….. las habitaciones no tienen mini bar, el aire acondicionado no tira aire, las sábanas no las cambian… y podría seguir escribiendo…muy triste todo y horrible, gracias por arruinarme mis vacaciones honestamente evítense venir a este mugrero, no veo la hora de largarme de aquí y JAMÁS regresar!
Stayed 3 nights in Apr 2024
Response from El Cozumeleño on 9 Apr 2024
we are sorry you had a bad experience, our main value in the hotel is service and this is not what you mentioned, we will give you a follow up with your situation,

8/10 Good

Emily A

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really nice hotel . The only 2 bad things I didn’t like was no night entertainment and the pools needs some updates. Also gym needs some tlc but the beach front water loved
Stayed 3 nights in Apr 2024
Response from El Cozumeleño on 9 Apr 2024
thank you

2/10 Terrible

Tynia, Tewksbury

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 6 nights in Mar 2024
Response from El Cozumeleño on 9 Apr 2024
we are sorry you had a bad experience, our main value in the hotel is service and this is not what you mentioned, we will give you a follow up with your situation,

8/10 Good

Jennifer

Travelled with family and small children
Liked: Cleanliness, staff & service
We enjoyed our stay. Loved all the different pool options. Mini golf was fun as were the daily snorkel tours. We also enjoyed the daily activities they had offered. Overall happy. Would stay again.
Stayed 6 nights in Mar 2024
Response from El Cozumeleño on 30 Mar 2024
Thank you very much

10/10 Excellent

Scott

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 10 nights in Mar 2024
Response from El Cozumeleño on 27 Mar 2024
thank you

4/10 Poor

Marissa Lynn

Travelled with partner, Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
This is a VERY dated hotel. You don’t get the room pictured on booking site or anything remotely like it. Scan to get a decent, non- musty room will cost you $200-300 more CASH
Stayed 7 nights in Feb 2024
Response from El Cozumeleño on 27 Mar 2024
thank you

8/10 Good

Daniel

Travelled with family, Travelled with group
Liked: Staff & service, amenities, property conditions & facilities
We have stayed here many times it’s our go to for all inclusive when we’re not renting a house
Stayed 3 nights in Mar 2024
Response from El Cozumeleño on 27 Mar 2024
thank you

8/10 Good

Kenneth

Travelled with partner
Liked: Cleanliness, staff & service, amenities
The rooms floor 5 and above have a nice balcony and an excellent ocean view. The buffet and a la carte restaurant are ok for the most part and very good on certain foods. The pools are pretty good for cleanliness and size, but there not enough pool towels or chairs by the pool or beach. The snorkeling is pretty good. The staff is excellent in almost every area. No refrigerators or coffee makers in rooms. I think maybe available for an extra cost. The bed is terrible, very hard and lumpy.
Stayed 5 nights in Mar 2024
Response from El Cozumeleño on 21 Mar 2024
thank you

10/10 Excellent

Amber

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Super happy with everything! You get what you pay for and it was such amazing service!
Stayed 3 nights in Mar 2024
Response from El Cozumeleño on 21 Mar 2024
thank you

8/10 Good

Michael

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Great value. Loved the location, beach, and ocean view. Reservation dinners was very good and was easy to get reservations. Baffet was decent. Rooms are a little dated but the cleaning staff did a great job. We really enjoyed our stay and I was expecting a lot less for what I paid to stay were.
Stayed 5 nights in Mar 2024
Response from El Cozumeleño on 21 Mar 2024
Thank you

4/10 Poor

JESSICA

Liked: Staff & service
Stayed 8 nights in Feb 2024
Response from El Cozumeleño on 21 Mar 2024
Muchas gracias

6/10 Okay

Lori S, Brewster

Liked: Cleanliness, staff & service
Stayed 7 nights in Feb 2024
Response from El Cozumeleño on 21 Mar 2024
Thank you

2/10 Terrible

Selmedina

Travelled with family, Travelled with partner
Disliked: Staff & service, property conditions & facilities
Very dirty! I couldn’t sleep on the bed without putting all the clothes I brought down first. Smells like mold, no a/c. Food 2/10 no options very dirty.
Stayed 3 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
Thank you

4/10 Poor

Deidra, Marietta

Travelled with family
Disliked: Amenities, property conditions & facilities
Room was not ready upon check-in. Everything was manual which extended check-in and check-out time. Food options were very limited for an all-inclusive resort. The resort ran out of many items for food items and drinks such as mint leaves, sprite, and ingredients for sauce at the reservation only restaurant. Reservations for 1 of the only 2 restaurants on site was supposed to start at 8 AM per signs and communication relayed by front desk but reservations started at 7:45 AM and were gone by 8 AM. There was a line every morning for this restaurant. There was confusion on how to get to the hotel because there are 2 postings with 2 different addresses and different names. This confused the taxi. The rooms are outdated and caused multiple problems throughout the stay. You cannot control the temperature in your room, maintenance has to come and change it with a password. I could go on, but this should be enough for you to get the point.
Stayed 3 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
thank you

6/10 Okay

Kelly

Travelled with partner
Liked: Staff & service, amenities
PROS The snorkeling was amazing! The staff was very friendly and accommodating. The food was good. Green enchiladas in the morning were amazing. Chicken parm at night was good. Buffet had different options each day. The grounds were clean. Our snorkel tour we booked through the hotel with Carla’s company was incredible!! Store on site. Dive shop on site. Restaurants were close. Free parking. CONS We didn’t get a king room like we requested at first. Our first room had two fulls and the AC didn’t work. They were able to switch us rooms later that night to another full room with working AC which was better but still out dated. After two nights they switched us to a King room that was very nice and more updated. But we had to pay $100. There were booze cruises that were loud outside the room until all hours of the night. The default liquor was not name brand liquor more like a liqueur; we figured out we had to ask for name brand that was hidden in a cabinet behind the bar. We were never able to get a reservation for the restaurant because they were booked first thing in the morning. People left their stuff on the lounge chairs all night so we were never able to use one.
Stayed 5 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
thank you for your comments

8/10 Good

Mariya

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel is dated. Food is average. Would i stay again?- YES!, it was affordable. Beach was decent. The saved money we could use for the other things.
Stayed 3 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
Thank you

8/10 Good

Tamara Ann

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy check in. Rooms are a little dated but our maid service was excellent!! Would like to have refrigerators in the rooms and telephones!! These gentleman get a 5 star: Emanuel Gabriel Santiago Randy. Always very helpful and friendly. We thought the food was good. We especially liked the idea of being able to order off a menu if we didn’t like the buffet. Pool area was clean. We missed nightly entertainment. Overall we enjoyed our stay.
Stayed 9 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
Thank you

10/10 Excellent

Sylvie

Liked: Cleanliness, staff & service, property conditions & facilities
Staff is always cleaning and most of them are smiling.
Stayed 6 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
thank you

2/10 Terrible

Cattina Colet, Waterbury

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
thank you

10/10 Excellent

Jordan

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
We loved it so much and would return again in a heartbeat. Manuel took care of us the whole time and was such an excellent server and friend to us during our stay. Thank you!
Stayed 6 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
thank you

2/10 Terrible

Ales

Travelled with partner
Disliked: Property conditions & facilities
Service staff is nice but the property condition not so much! Place needs a complete renovation!
Stayed 6 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
thank you

8/10 Good

Howard B

Liked: Cleanliness, staff & service
Stayed 7 nights in Feb 2024
Response from El Cozumeleño on 1 Mar 2024
THANK YOU

10/10 Excellent

Jeffrey

Travelled with group
Pools were cold. Could use some paint in the room.
Stayed 7 nights in Feb 2024
Response from El Cozumeleño on 24 Feb 2024
Thank you for your comments

8/10 Good

Faron Coty

Liked: Staff & service
Staff was friendly and beach was decent
Stayed 8 nights in Feb 2024
Response from El Cozumeleño on 24 Feb 2024
thank you for your commnets

10/10 Excellent

Rafael

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was excellent
Stayed 6 nights in Feb 2024
Response from El Cozumeleño on 24 Feb 2024
Thank you for your comments

8/10 Good

Amy

Travelled with group
Liked: Cleanliness, staff & service, amenities
Older property but clean and staff overall were very helpful! The beach is beautiful and great for snorkeling on property or adjacent to property. Food options were plentiful.
Stayed 6 nights in Feb 2024
Response from El Cozumeleño on 17 Feb 2024
It is our honor to welcome you to the Cozumeleño Beach Resort

6/10 Okay

Carla

Travelled with group
This property has some wonderful qualities, but the old tower was musty and very dated. We arrived and it took almost two hours to check in because rooms weren’t ready. They then proceeded to give us a room that another customer had just refused due to the condition of the space. They also said they didn’t have a room with a king bed , which I had reserved. Somehow, a room with a king bed magically appeared for $200 cash. It felt like a shake down and it happened to four out of the six couples we traveled with. Wait staff was helpful but overwhelmed. We sometimes waited for twenty to thirty minutes to get our drinks. The grounds are clean and well kept and once we figured out what food was good we enjoyed the selection. Omelets are amazing, tacos as well. Order the shrimp rosette off the menu but skip the fish- it was undercooked. Property is old and shows wear- but is generally clean. Food in the restaurant was great if you can get a reservation. Beach and pool chairs go quickly, so make sure to get out early to put items down to save a space. Pool is cold, but refreshing. You will need sand shoes and be careful entering and exiting the ocean. We had several injuries from the rocky areas. Overall, it was a nice stay and would return again but would call ahead and insist on a room in the new tower.
Stayed 7 nights in Feb 2024
Response from El Cozumeleño on 17 Feb 2024
thank you for your comments

2/10 Terrible

Jason

Travelled with family, Travelled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Very dated property. AC doesn't work in rooms. Omar, the guest services representative lied and said it's wide spread throughout the resort. When talking with others who have been there for weeks and their AC is just fine, as well as the party that traveled with us. He was rude and wouldn't even make eye contact, not fit for guest services.
Stayed 6 nights in Feb 2024
Response from El Cozumeleño on 17 Feb 2024
thank you for your comments

6/10 Okay

Karen Marie

Stayed 7 nights in Feb 2024
Response from El Cozumeleño on 27 Mar 2024
thank you

8/10 Good

Laura

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Jan 2024
Response from El Cozumeleño on 6 Feb 2024
Gracias fuie un placer atenderlos

6/10 Okay

Brenda

Liked: Cleanliness
Same food menu every day. A couple of staff members, specially in the morning buffet not too friendly. Only woman working buffet area looked upset most of the time. Every time, when asked for service, she acted like I was pulling a tooth out.
Stayed 5 nights in Jan 2024
Response from El Cozumeleño on 6 Feb 2024
Thank you for your commetns

4/10 Poor

Odessa

Disliked: Property conditions & facilities
Stayed 7 nights in Jan 2024
Response from El Cozumeleño on 31 Jan 2024
Thank you

10/10 Excellent

Jessica

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Beau, bon pas cher et plage superbe !!
Cet hôtel à la plus belle plage de tous à Cozumel. C'est un petit resort mais tous les repas sont à la carte et tout est bon. Il ne faut pas avoir trop d'attente, mais les chambres sont belles et propre, un peu veillo mais quand même parfaite. Pour ce qui est du service, je dirais que seul le moment du check-in est long. Je ne sais pas si c'est le systeme informatique qui fait que c'est très long ou autre chose, mais il faut prévoir facilement 10 à 15 minutes par chambre pour l'enregistrement... La force de l'hôtel, service à la plage. On peut commander à manger et boire en tout temps. C'est super. La vue mer est incroyable. Ne vous attendez pas à voir des spectacles ou de l'animation tous les jours, il n'y en a pas. C'était notre 2e fois à cet hôtel et nous le recommandons sans hésiter pour des vacances tranquille.
Stayed 4 nights in Jan 2024
Response from El Cozumeleño on 31 Jan 2024
muchas gracias fue un placer atenderlos

6/10 Okay

Peter

Travelled with partner
Liked: Staff & service
Stayed 4 nights in Jan 2024
Response from El Cozumeleño on 18 Jan 2024
Thank you

2/10 Terrible

Isaac

Travelled with family
Disliked: Amenities, property conditions & facilities
Definitely one of the worst places I’ve stayed in Mexico. Did not live up to my expectations and standards even compared to what the website and Expedia say about this property. The upkeep is terrible, the rooms are disgusting, lights didn’t work, no garbage cans in the room, previous guests used soap and hair ties with hair still attached to them in the bathroom. The wait staff at the restaurant were very helpful and the beach was nice but that’s all this property has going for it
Stayed 3 nights in Jan 2024
Response from El Cozumeleño on 18 Jan 2024
We are sorry to hear that your experience with us was not a pleasant one. We will forward this comment to management so that they are aware of what happened.

2/10 Terrible

Allen

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very Outdated.
Very very very outdated. Lovely people but don’t expect a great room. A lot of things wrong and needs an update. Check in is also something that should be looked at. Took a hour for us to check in.
Stayed 1 night in Jan 2024
Response from El Cozumeleño on 18 Jan 2024
Thank you for your comments

10/10 Excellent

Megan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023
Response from El Cozumeleño on 18 Jan 2024
Thank you

2/10 Terrible

Pia R

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from El Cozumeleño on 18 Jan 2024
We are sorry to hear that your experience with us was not a pleasant one. We will forward this comment to management so that they are aware of what happened.

6/10 Okay

Anne

Stayed 5 nights in Dec 2023
Response from El Cozumeleño on 31 Jan 2024
Thank you