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Reviewed 25 August 2021

I loved everything about this hotel and the staff are so friendly I would definitely go back and highly recommend it my friends and family. I also loved the activity they had for the kids. The shows also were amazing.

Date of stay: August 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Meliá Hotels International
Thank x9q813rnnf
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Melia Cozumel, Director General at Melia Cozumel, responded to this reviewResponded 26 August 2021

Dear x9q813rnnf,

Thank you for sharing your experience with us.

we are happy to know you had a wonderful stay at our Melia Cozumel and you have enjoyed the great service and attention provided by our kind staff. We will be waiting for your return.

Best regards

Guest Service Center Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 August 2021 via mobile

This hotel is mediocre at best, don’t bother wasting your money here. After Traveling for an international flight a van from the airport a ferry from the dock a cab ride to the hotel we asked if there was any water or welcome drinks upon check-in and we were told we had to go get it at the pool bar. What kind of greetings is this? The room smelled moldy . On our last night my husband Left his iPhone watch charging near the bathroom and the next day at 6 AM we rushed out. The watch was stolen We asked And called the hotel three times asking for a lock interrogation but my calls and emails were ignored as well as any attempts to reach them via Instagram they have no accountability for lost items. The I watch keeps pinging that it’s in the vicinity of the hotel clearly someone took the watch. We did use the photography team and got really nice pictures. The beach was very nice the view from the hotel was beautiful the food was OK but no one tells you you have to make a reservation a day before for the restaurants after back-and-forth they were able to accommodate us at one of the restaurants. For there not being that many people at the hotel they’re not very accommodating to requests. I would not return.

Room tip: Hide your valuables.
Date of stay: June 2021
Trip type: Travelled with family
Thank Alexandra_ELNEW
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Melia Cozumel, Director General at Melia Cozumel, responded to this reviewResponded 26 August 2021

Dear Alexandra_ELNEW,

Thank you for sharing your experience with us.

We regret this is your perception after a relaxing stay. We are honestly confused by your comments regarding the check-in attention you experienced since at the end of the check-in the pool you kindly filled let us know that this process was good and there was no discomfort about it. In regards to your comments about your mislaid watch, as you mentioned we received a phone call from you letting us know you forgot your watch in the resort, nonetheless, you mentioned you were not sure where you left it. As part of our protocols for lost and found items we proceeded to search the suite and talk to every staff that had access to your suite during your stay and after your departure, not to mention that we have also conducted a thorough search involving these staff members as well. As much as we will gladly continue to address this situation, we will need a bit more details on the areas you may have left the watch so we can continue with our investigation.

We remain at your disposal for further assistance.

Best regards

Guest Service Center Management

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Reviewed 22 August 2021

Just got home fro 8 days at Melia in Cozumel. I believe this is our 4th time staying here. This trip was with 10- 40 somethings, consisting of 5 rooms total. I had originally booked an ocean view room, but ended up staying in a Royal Suite for the week after the air conditioning not working on the room I was assigned. We also encountered an almost direct hit from hurricane Grace at the end of the trip, so that is also to be taken into consideration. I'll try to break down the standouts-good and bad:

Good: The staff there really goes above and beyond. Jesus in the pool bar was by far the brightest spot that we encountered. Always happy, and fun and joking with everyone. He even took it upon himself to run over to the snack bar to bring us all some quesadillas and guacamole to have while we were in the pool. Gloria and the staff in the spa was amazing as well. The massages were incredible as always! Breakfast was good in the buffet. Fresh made to order eggs were a treat compared to the the buffet offerings. Food in Cafe Pariso was good as well. To be honest, any meal you can find AWAY from the buffet (other than for breakfast) is the better choice. Housekeeping was amazing. Always fresh bottled water, fresh towels, etc...never even had to ask. The beach is definitely the best beach of all resorts in Cozumel. Had a couple days of murky seaweed color, but overall, blue waters!

Bad: The food on the buffet this year was almost inedible. As mentioned, breakfast was great, because you could order eggs however you liked, but lunch and dinner was really gross. We'd find one or two things that we could make work, but nothing was amazing. There was an employee from the Melia International corporate office there this week and he was hanging out with all of us in the pool one day. We got talking about the the food quality and he literally said, "Unfortunately...you get what you pay for." The was HIGHLY noted. Like i said earlier, this is my 4th or 5th years staying at Melia in cozumel, and the buffet has never been this bad. Its never amazing by any stretch, but this year, was really gross. The resort is also only offering 2 specialty restaurants (down from 3 in the past). Cafe praise and The mexican restaurant The Italian restaurant is not available anymore. While that one was definitely the weaker of the 3, ANY dinner meal away from the buffet is a good one. We started eating off property as much as possible this year, which kind of defeats the purpose of paying for an all inclusive. The resort also offered "$400 in resort credit" for booking the stay. This resort credit was given in a sheet of coupons that you could use throughout the resort. Spa discounts...future stay discounts...lobster dinner...ect...Unfortunately, any time we tried to use on of these coupons, there was a "fine print" reason they were not applicable. So basically that $400 resort credit was useless.

The ugly- The worst part of our experience was the fact that the Air Conditioning was pretty much non existent by the end of the trip. When we checked in to our first room, the AC was on full blast and it was over 80 degrees in the room. I asked them to come and take a look and they said they were aware and were working on it. They said the entire building's AC was out, however, another room a friend of ours had, had cold AC, so the was lie. Our groups rooms were literally spread all over the property, and everyone at one point or another experienced multiple days with NO AC. They finally moved us to a different room ( a no charge upgrade to a royal suite) which did have AC for a few days, but none the rest of the trip. To me, this is a deal breaker. We can adjust to food not being great, to murky water here and there, ect...but in a tropical setting, AC is a must for us. Ultimately, we had to open our sliding door and prop open the front door with an umbrella just to get a cross breeze through the room to make it manageable. Any time anyone us called the desk to ask for help for the AC, we all got the same brown bag response: Its the entire busking and we're working on it and will be back on in a few mins." As mentioned earlier, Hurricane Grace hit at the end of the trip Wed into Thurs (we left friday) so anything that happened as result of the storm is not the fault of the resort. But prior to the storm, the resort lost power multiple times and really didn't seem to know how to handle that. WHY they kept losing power is still a mystery.

Over all, we DID have an amazing time, however it was due to the group of people we had as well as our love of the island. It's looking like its time to start researching other properties on Cozumel for our yearly trip.

Date of stay: August 2021
    • Location
    • Rooms
    • Service
1  Thank Mike M
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Melia Cozumel, Director General at Melia Cozumel, responded to this reviewResponded 27 August 2021

Dear Mike M,

Thank you for sharing your experience.

We greatly appreciate your loyalty and the time you take to share your impressions from your last visit to our resort. On that tenor, we regret to know this time was not as pleasant and relaxing as your previous visits. We appreciate your detailed review about our lunch and dinner buffet, we have shared this with our chefs and food and beverage managers so they check the quality and variety of the menu that we are now offering. Please accept our apologies for the behavior this person by the pool displayed, as his impressions could not be further from the truth. Our resorts offer the best quality in regards to service, attention, commodities, and ingredients when we refer to our restaurants.

We also apologize for the incidents you experienced regarding your AC on your many suites. As you mentioned, there was a situation in our main AC unit that caused some areas to fail while some others would work perfectly, our maintenance department did their best to return to normal service while you stay with us and we greatly appreciate your comprehension on this matter. On the other hand, we are pleased to know about the service and attention provided by Jesus and Gloria, they will be thrilled to know they were a significant part of your stay.

We will love to host you again to show you the improvements we will be making

Best regards

Guest Service Center Management

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Reviewed 15 August 2021 via mobile

We traveled with our kids (10 and 12) the hotel is older but very clean, smaller, and quaint. Very short trip from Airport. We enjoyed the beach here, best hotel beach by far in Cozumel. Walk towards the El Cozumelano and you will find great snorkeling. The activity staff are wonderful- shout out to Mary and Giovanni. Jesus was a wonderful bartender! We enjoyed the iguana restaurant (Mexican) and ate there several times. The pablano soup was fantastic. We did rent a convertible buggy for $75 for the day- easy to do as there is really just one main road on island. Due to COVID all bars are closed by 11pm and do not start serving until 11am. It was difficult to find water to drink before 11am anywhere. (The bars would not fill water cup as they were not open). So make sure to fill your cups with ice water at night. We are not picky eaters, buffet lunch did have excellent food. The breakfast was our least favorite. We stayed in premiere ocean front- 11th floor (beautiful view). We did have to wait quite some time for elevators daily as the one elevator was always broken. It is very warm in August but we loved the sun and extended daylight. We would definitely stay at the Melia again.

Date of stay: August 2021
Trip type: Travelled with family
1  Thank Sunshine33111132241
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Melia Cozumel, General Manager at Melia Cozumel, responded to this reviewResponded 18 August 2021

Dear Sunshine33111132241,

Thank you so much for leaving these valuable comments in regards to your recent visit to Melia Cozumel. We are very glad that you enjoyed your holidays. It was such a pleasure reading your pleasant and positive comments. Without a doubt, reviews like yours encourage us to continue working harder and better for our guests’ experiences at our hotels are always enjoyable and great.
We look forward to seeing you real soon again in Melia Cozumel where the next time you come to the paradise we'll make sure to receive you with our arms wide open to keep pampering you like only we know.

Best regards,
Guest service management

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Reviewed 14 August 2021 via mobile

The staff was incredible. Super hard working and very friendly. We had a premium room with a nice view of the ocean. Beds were very comfortable and the room was large. With these rooms you can make reservations for the beds on the beach. Also these rooms are away from the kids pool. Drinks were good but pool bar was only open from 11-6. No mimosas or anything at breakfast. On some days, the water is brown due to the proximity of a swamp. Then a couple days clear. If you walk a few minutes over the pier, the water is always crystal clear and has good snorkeling. The hotel provides free snorkel gear for one hour.

One reason I would not come back to this hotel was due to the food. It is terrible and I’m not a picky eater. One person I met said she never thought she would actually lose weight on vacation. The food was almost inedible, even at the restaurants where you had to make a reservation. We went to Mr. Sanchos for a better beach experience and great food. Also Albertos has great seafood. We ate out mostly after a couple days.

Masks are required while inside the hotel and optional outside. They are taking temperatures at the restaurants and hand sanitizer is everywhere.

Room tip: Lots of kids in August
Date of stay: August 2021
Trip type: Travelled with family
Thank OnAir43205206954
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Melia Cozumel, General Manager at Melia Cozumel, responded to this reviewResponded 19 August 2021

Dear OnAir43205206954,

Thank you to share with us your comments about your most recent hosting experience.
We are sorry that this has been your perspective of the services that our hotel offers. I can assure you that your comments will be share with everyone involved in order to provide an appropriate follow-up.
Melia Cozumel is always in search of continuous improvement in order to offer the best accommodation experience for all our guests.
We hope that in the future you will give us the opportunity to be your host hotel again so that you can enjoy these improvements and thus enjoy together with us the wonders that the Mexican caribbean has to offer.

Best regards
Guest service center management

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