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Reviewed February 6, 2018

As a Platinum SPG/Marriott member I have never had to write a review before. Simply this is not a Westin hotel and service / ammenities do not measure up to any other Westin one might have stayed in.

The rooms are nice and new. The pool / beach area is normal for a generic hotel. Below grade for a resort.

People are nice, but super slow and do not know SPG best pracice. Asking to speak to leadership results in no action. Leaders either hide in the back office or don't show up to work.

Here were some of the issues to expect…

1. Room not available when it should have been for check in. Had to wait till 5pm.
2. SPG Lounge not up to Westin quality. Food in morning and night very poor. No snacks or drinks during the day.
3. Poor housekeeping. Had to call multiple times to get simple bed making service after 3pm every day.
4. Restaurant service constantly slow.
5. Manager not responsive to request for conversation.
6. Front desk staff always apologized, BUT never solved a problem or followed up to ensure satisfaction.

Date of stay: December 2017
  • Trip type: Travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
8  Thank Tim M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Javier E, Gerente at The Westin Cozumel, responded to this reviewResponded August 28, 2018

Dear Mr. Tim M

Thank you for sharing your opinion about your stay with us.

We honestly appreciate the comments you have brought to our attention and sincerely
apologize for any inconvenience we have caused you, it’s our goal to prevent this issue
from happening again. We are sharing the inconveniences with our Front Desk Team and
Food and Beverage Manager to take the necessary actions.
We understand your comments and we are sure this is going to be improved very soon.

We hope you can give us an future opportunity, we are sure we are going to meet your
expectations.

Sincerely,
Javier Estévez
General Manager.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed February 4, 2018 via mobile

I was in Cozumel for three days staying at the Westin and it was a marvelous experience.

It's my second time staying at a Westin hotel (first one was in Singapore) and the brand is really outstanding.

The staff are amazing, always helpful and pleasant, our room was in perfect shape and the ocean view is breathtaking. Hotel is a 5 min drive away from downtown, which is enough to get away from the hustle and bustle but not too isolated from the city center.

Highly recommended!

Date of stay: February 2018
Trip type: Travelled as a couple
Thank Aldo A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Javier E, Gerente at The Westin Cozumel, responded to this reviewResponded August 24, 2018

Dear Aldo A,

We thank you very much for the time invested to share your kind comments about your stay at The Westin Cozumel.

We would like to share you that our main goal is ensuring that our guests leave feeling better than when they arrived and we are very thankful to know we achieve on this.

Lastly, thank you for your preference and loyalty.

It would be a great honor to welcome you soon.

Yours sincerely,
Javier Estevez,
General Manager.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed February 3, 2018 via mobile

Fantastic Hotel, great pool, great beach, marvelous rooms, all just great! The service ist 5 star as is the complete hotel. Nothing is missing here! After having staying in approx. 1000 hotels the last 10 years i cannot understand any bad rating, ... sorry ... this hotel is great!

Date of stay: February 2018
Trip type: Travelled with family
Thank rz1966
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Javier E, Gerente at The Westin Cozumel, responded to this reviewResponded August 24, 2018

Dear rz1966,

Firstly, we would like to thank you very much for the time invested to share your review about your stay at The Westin Cozumel on Tripadvisor.

We appreciate the opportunity you granted us to be at your service during your holidays at the Caribbean and would like thank you for letting us know your kind comments about your experience.

Thank you for your support.

We hope to welcome you in a very near future.

Sincerely,
Javier Estevez,
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed January 30, 2018

Stayed at the Westin for 5 nights. The rooms were nice and the service was great. We read reviews about bad service but we did not have a negative experience.

All the staff were extremely friendly and helpful, especially Wilder and Janeth.

We only ate breakfast at the hotel and no complaints.

It was very quiet as the hotel had very few guests.

Room tip: All rooms have a water view
Date of stay: January 2018
Trip type: Travelled with family
Thank SherEd99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Javier E, Gerente at The Westin Cozumel, responded to this reviewResponded August 24, 2018

Dear SherEd99,

First of all receive our warmest greetings from the Mexican Caribbean.

We appreciate the opportunity you provided us to let us be your host as well as the time you took to post your experience on Tripadvisor.

We work every day to ensure that our guests have the best experiences and we are glad to read that you had a nice stay, especially in regards of our staff and facilities.

Please be assured your comments will be shared with Wilder and Janeth who went above and beyond your expectations.

It will always a pleasure to serve you.

Sincerely,
Javier Estevez,
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed January 26, 2018

We stayed here on points.

The rooms are quite nice as the hotel is less than a year old. The snorkeling gear was free and the snorkeling right at the hotel was fantastic.

We didn't eat a full meal at the hotel other than breakfast, which was actually pretty good. The Sunday buffet was great and for some reason they had it again on Monday as well.

Drinks are Westin prices - around $10US. They were good and some were quite inventive.

The Lobster House across the street is amazing. Cabs to town are 95 pesos and we never had to wait more than a minute or two.

Wilder in particular is an amazing employee. The days he was there things just seemed to flow a little better. In general the service was very good. No complaints.

We thought that going to Cozumel was going to be a very touristy experience, but we found that it doesn't have to be. We ate fantastic food at insanely cheap prices. Sal D Mar, Guidos, Kondesa, and Lobster House #1 were all outstanding.

Date of stay: January 2018
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank JasonRaboin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Javier E, Gerente at The Westin Cozumel, responded to this reviewResponded August 24, 2018

Dear JasonRaboin,

Receive our sincerest greetings from the Mexican Caribbean.

It is a pleasure to read such a kind review about your stay at The Westin Cozumel also we appreciate the time invested on posting your comments on TripAdvisor.

Thank you for your support and high score. We look forward to seeing you in a very near future.

Yours faithfully,
Javier Estevez,
General Manager

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