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About
4.5
#4 of 57 hotels in Cozumel
Location
Cleanliness
Service
Value
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
The Westin Cozumel overlooks the Caribbean Sea from the northwestern area of our paradisiacal island. Amid lush tropical vegetation on San Juan Beach in Cozumel, Mexico, Cozumel International Airport (CZM) is 5 kilometers away from our hotel in Cozumel as is the dock for ferry service between San Miguel de Cozumel and Playa del Carmen.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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The Westin Cozumel garners praise for its spacious, clean rooms with stunning ocean views and its prime beachfront location ideal for snorkeling and enjoying sunsets. Guests appreciate the friendly staff and range of amenities, including oceanfront balconies and well-maintained pools, although some have mentioned maintenance and noise can be disruptive.
While the overall cleanliness is a highlight, concerns over value are noted, with unexpected charges and high food prices causing some discontent.
Location
Picturesque
Atmosphere
Inviting
Rooms
Spacious
Value
Expensive
Cleanliness
Spotless
Service
Inconsistent
Amenities
Well-appointed
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This hotel is located in a quiet area a $5 taxi ride from the ferry and cruise ship port. Staff was very helpful and pleasant. Lobby area is beautiful but had an odd smell. Our room was quite large, with a comfortable king size bed. I don't understand why hotels in tropical climates provide such heavy bedding, though! The bathroom was also quite large, with plenty of counter space and a glassed in shower with adjustable height spray. There was a separate room for the toilet, always a plus. We couldn't find a way to adjust the speed of the ceiling fan. As others have noted, the room was on the damp side, but not unbearably so. We had very loud neighbors, and the hotel sent someone up to quiet them, but the noise continued and the walls were thin. The pool and small beach area were both lovely. The beach is rocky rather than sandy, and several people were out snorkeling. Our rate did not include the breakfast buffet and it would have been more than $20 per person, so we took a taxi into town to eat.
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Date of stay: March 2020
Cleanliness
Service
Sleep Quality
Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from TheWestinCozumel, Director de Relaciones con Clientes at The Westin Cozumel
Responded Mar 12, 2020
Dear alm711 Receive a warm regard from The Westin Cozumel, We are sincerely looking forward to the pleasure of welcoming you again in our beachfront property and assure that you will enjoy even superior services and facilities on your next visit. We already took notes of all your comment which will be shared with the appropiate hotel organization. Sincerely, Customer Service
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We visited Cozume this past weekend for a scuba diving trip. We are Marriott Titanium and this Westin is the only option in Cozumel
The property has a very relaxed feel to it. It's only a few years old and still looks brand new and well maintained. The rooms look much better in person than they do in pictures. I liked the rooms a lot and we were upgraded to a corner room with balcony which gave us amazing views. I have to say that the views from the back of the hotel out to Cozumel were almost more impressive for us.
Sleep quality was very good. The A/C cooled good enough for a beachfront property. Westin beds are always a guarantee but I find the pillows to be subpar at most Westins. Cozumel Westin had really good pillows and extra heavy comforters which are so rare at hotels.
Here's the areas where we felt the hotel fell short or could improve:
1. There is very little shade available around the pool and beach. While there were enough lounge chairs, there were very few umbrellas. I think you can count with one hand how many umbrellas were available.
2. Service struggled due to pandemic staffing. Our breakfast the last day took 2 hours. We were seated and nearly 30 minutes passed by before we were attended to. After 20 minutes of no one greeting us, we spoke to the hostess. It was another 10 minutes before some one came to get our drink order. We saw multiple parties get seated and had drinks served before it got to us.
3. Elite Breakfast: They follow the Marriott policy of "continental" breakfast. The problem is that this benefit is so inconsistent. There are many properties that still serve a full breakfast to elite members so we try to stay at those properties always. Our "continental" breakfast took nearly 2 hours on our final day. Not a good end to our trip. We are coming back to Cozumel in a few weeks and cancelled our stay with the Westin and decided that a condo rental was a better option and much cheaper.
Overall, this is a great property with some room for improvement mostly along the service side as others have pointed out.
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Date of stay: July 2020
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rafael Alvarez, General Manager at The Westin Cozumel
Responded Aug 4, 2020
Dear Mr Ricky O, On behalf of The Westin Cozumel' s staff, we want to thank you for sharing your recently, experiences with us during your stay at the Westin Cozumel. We really appreciate the constructive feedback you have shared as a critical way of understanding how we can continue to deliver great experiences as well as how we can improve them. Thank you for staying at the Westin Cozumel and we hope you choose to create more memories here whenever your travels bring you back to Cozumel. Sincerely, Giannina Zupo Customer Service
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This is an absolutely beautiful resort and we experienced excellent service. We had a lovely, comfortable, very clean room with a balcony with a terrific view. All of the rooms are on the ocean view side. The second time I came back (yes, one week later with a different member of my family . . . that is how much I liked it!) we got a slightly larger room with a corner balcony, and that was even better, but the regular balcony rooms are quite nice and luxurious. There is a dive shop open 9-5 where you can borrow snorkel equipment for an hour for free. It looked like they also have free kayaks. If you are concerned about cleanliness, then you will be very content here. The cleaning procedures were impressive, the best I have seen at a hotel since the pandemic started (and I've had to travel and stay in hotels the whole time for work.) People in Mexico take wearing their masks very seriously, so that is not a concern at all, and things were spaced out well for social distancing. The poolside food we had was really delicious, and we also enjoyed the Salmon Tzatziki and couscous. They offered a good mix on the menus to satisfy both those with an adventurous palate and the picky eaters. It was really easy to get the required US re-entry COVID test right at the hotel, and the price was quite reasonable at $32. Every request we had was quickly addressed, such as getting flowers delivered spur of the moment. Family member left wallet once and it was quickly returned with all items.
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Date of stay: May 2021
Location
Cleanliness
Service
Room Tip:All rooms are ocean view and quite lovely. Recommend getting a balcony.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alejandro Ruiz , General Manager at The Westin Cozumel
Responded May 16, 2021
Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests wellbeing and strive to make their holiday an unforgettable experience. We are delighted to read, that we were up to par to your standards. We thank you for your feedback, which shall serve as a further source of inspiration for us to achieve higher standards of hospitality excellence. It is a real pleasure to know that you had a wonderful time, and you enjoyed the complex surroundings. We look forward to welcoming you
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The property and the room are nice, very poor service , the front desk girl Elizabeth and the team around her was unpleasant. We traveled around the world 4 times a year for the last 6 years the first time we had such an unwelcoming experience. We paid for an all inclusive vip room, the all inclusive not included our drinks ( be ready to pay for fine drinks like graygoos) we need to pay extra, also the room service is not a part of your all inclusive package you going to pay extra 3 us dollars for each order and 15% on your order . You will need to order room cleaning they will not clean your room like any other hotel/ resort. On top of it we upgrade our room to a balcony room we got an employee room on top of the restaurants with all the smoke coming up. we are super disappointed 😞 First and definitely last visit this hotel .
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Date of stay: July 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rafael Alvarez, Director General at The Westin Cozumel
Responded Aug 1, 2020
Dear liorr722, First and foremost thank you for choosing to stay at the Westin Cozumel for your vacations. The Westin Cozumel Hotel is a world-renowned hotel whose mission is to generate memorable experiences in hospitality services. Services that are provided to all our guests without exception. It is important to know that the hotel does not offer all incluisve vip rooms in any channel. We have different categories as well the All Inclusive package which provides a limited brand list of alcohol as in others Westin hotels. In regarding the housekeeping, this service must be requested by the guest, due to the COVID-19 there were new guideliness that the hotel has to apply. for your well-being and well-being from the others. Once again thank you for your preference and we hope to have the opportunity to serve you whenever your travels bring you back to this beautiful Island Kind regards, Giannina Zupo Customer Service
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Prior my arrival I received an email that was a nice touch, sadly my reservation had the wrong nights in the hotel, causing me stress so needed to confirm the information with the hotel. On my day of arrival I did my check in and no information was disclosed regarding restaurant closed, the roof was in not conditions to stay unless for taking a picture of the view, this was disappointing as the most attractive areas we not available due to current maintenance (or lack of that), as my check out was getting closer I decided to leave my information so my invoice could be delivered on time, a girl at the front desk “assisted me” asking me to write the information, which I did and also put some notes that I needed for tax purposes this same person told me she couldn’t give me any rate as Reservations department was unavailable and if I wanted, I could check the webpage or the app, at my check out this information was MIA, if the hotel was not fully occupied and they forget to assist guests I cannot imagine once the hotel fully operates, except for one girl (she wears glasses) assisted me with an issue with my shower, she delivered great service throughout my entire stay, the rest lacks of attention and service oriented attitude which is really disappointing as it’s not what you expect from the people who’s their job to assist you throughout your stay. Something really good was service in Restaurant, Room Service, and Snack Bar. If I ever return to Cozumel, I’m sure Westin would not be my choice. Btw, if you travel during pandemic, housekeeping service is not daily unless u request the service which is an action that doesn’t make any sense as they need to keep all hotel facilities covid-free, I requested the service daily as hairs were all around the bathroom area that of course were not mine as I don’t have long hair
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Date of stay: December 2020Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rafael Alvarez, Director General at The Westin Cozumel
Responded Dec 19, 2020
Dear Mr. carloslR8303FE, We really appreciate the time you took to share your feedback after your visit to Westin Cozumel, our guests' feedback is of the utmost importance in ensuring our exacting standards of service at all times, please accept our sincerest apologies for any inconsistencies you may have experienced during your stay. The comments of our guests give us the opportunity to see our hotel through their eyes, which gives us an idea of any service that may have room for improve the stay of our future guest. At The Westin Cozumel we highly value that our staff is guest-oriented and welcoming at all times, being fully aware that their interactions with our guests have a huge impact on the overall vacation experience at our hotels, for which we regret. We read your comments on the service received and we are committed to adjusting any situation that takes us away from our goal, which is to ensure that our guests feel welcome and cared for at all times. Regarding housekeeping, your room is your sanctuary during your stay with us. To minimize contact, cleaning services are only provided at the request of our guests. This is how we informed you when you checked in that if you wish to request a cleaning schedule, please let us know. Once again, thank you for your feedback and we sincerely hope to have the opportunity to welcome you again on your next visit to Cozumel.
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Probably the worst Westin/Marriott experience we've had. Other guests "reserve" their beach chair at 6 in the morning by throwing a towel on it. Then, most chairs sit unused all day and there are never any chairs available for guests for whom the world does not revolve around. Front door staff were incredibly rude. Food is bland and tasteless. The night before check-out, we asked the front desk if they offered a shuttle to the airport, at which point they said yes and that we were scheduled at noon. The next day, we were told the hotel doesn't offer shuttles and we would need to take a cab. Since we were promised a shuttle the night before, we weren't prepared with cash and so had to go to the ATM first. All while the hotel shuttle van sat unused (apparently it's only for staff). For a hotel of this supposed caliber, airport transfer should be included or at least something that can be arranged as an add on to the room. We completed online check-out on the app, but were scolded for not stopping at the front desk to sign check-out papers. The only redeeming qualities were the cleaning staff were phenomenal, room service and restaurant staff were friendly and helpful, and spectacular views from all rooms. Even with these positives, we will never stay here again. We recommend selecting an Airbnb like Condo Palmar where we spent our first week. Much better and way more affordable.
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Date of stay: August 2021
Rooms
Cleanliness
Service
Room Tip:Choose a different hotel.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alejandro Ruiz , Director General at The Westin Cozumel
Responded Sep 8, 2021
Please accept our apologies for the lack of service, I never like to read such comments nevertheless I appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. All comments have been addressed and I can assure you that immediate improvements have been made. We have carefully noted each point you raised and would like to apologize for the experience which left you with dissatisfaction. Thank you for staying with us and I hope you will give us another opportunity to serve you.
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We stayed for 7 nights and by the 3rd day, the entire staff knew us by name, what drinks we liked, the meals we ordered and accommodated all of our requests with pleasure. Everyone was fantastic, but I would like to recognize Betsabe, Lourbes, Marahi and Rusbel. They truly made our stay enjoyable and were provided every amenity we asked for without any issues.
We came to race Ironman and considering all of the specifics an athlete needs in preparation, the Westin provided. Great all inclusive option, clean & quiet rooms, top notch service, beachfront to practice your swims, sits along the run course and away from the busy downtown area. Highly recommended.
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Date of stay: November 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Rafael Alvarez, Director General at The Westin Cozumel
Responded Nov 24, 2020
Dear GinaB82302, We would like to thank you for taking the time to highlight our hotel features down to the detail. We are absolutely delighted to read that you enjoyed your stay, and appreciate the proactivity and kindness of our staff. Our staff attaches a great importance to our guests’ well-being and has the pleasure to make unforgettable experiences for you at each visit. We will share your comments with all the team to encourage them to continue improving, and will take into great consideration your opinion. We are thrilled you enjoyed your recent stay with us. Thank you for making us your choice hotel when visiting the area. We look forward to welcoming you back again very soon. Warm regards!
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This was our second time at the Westin Cozumel and once again everything was perfect! This is ALL thanks to the amazing staff that they have working here. Esperanza, Javier, Samuel, and Ivan were all the nicest and attentive servers that I have ever experienced anywhere. Esperanza really did a special job the night of our anniversary, making it a night we will always remember thanks to her. Always willing to go the extra mile and do the absolute most. Aldo was also just as amazing, always ensuring we had drinks and food when on the beach. Aldo is also very kind, truly a nice person to everyone he meets. At the front desk, Daniela and Moises were extraordinarily helpful in booking our Covid tests (done at hotel) and ensuring room service cleaned our room each time we would leave. Daniela and Moises were also always willing to do us favors and were very helpful and gracious.
Also, Rusbel was very kind, enjoyed many conversations with him. Kept our mini fridge more than stocked which is always appreciated. Gerardo delivered us room service almost every night. Would deliver the order within 10 mins of ordering, so that was awesome. He even cleaned up water for us one night that was in the entry way - above and beyond!
Like I said, this place is amazing. What makes it amazing is the staff. The beach is nice, but the staff are what make you feel at peace and ensure you remember the memories of having an amazing time. The food is delicious as well - I do not know the chefs name but he should get major recognition also! The meals were delicious, we always looked forward to what we would eat next.
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Date of stay: February 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alejandro Ruiz , Director General at The Westin Cozumel
Responded Mar 18, 2021
Dear kailymk, We are truly delighted to know that you enjoyed your recent stay at The Westin Cozumel. Thank you for highlighting the things that made your stay memorable as, the staff warm hospitality. We will share your comments with the team to encourage them to continue improving. Once again, thank you for your time and feedback and we are looking forward to welcome you back in the near future. Best Regards!
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My son and I just spent 4 days here and, overall, we enjoyed our stay. The hotel is fairly new (2017 I believe) and in a good location at the quieter, North end of the Island. There is a small beach with good snorkelling. Our check in was not pleasant because we had booked an ocean view room with balcony via my Marriott Bonvoy account but the woman at check in kept insisting we had booked a room without balcony. I had to email her the reservation confirmation and finally we were given the room we had booked. The hotel has a Penthouse level floor (16) and apparently those rooms are spectacular. I tried to look at one whilst there but they were all full. This particular hotel did not offer any upgrades or amenities for Marriott Silver membership even though the hotel was nowhere near capacity.although they did allow us to check in at noon. The room was large and very clean, with a stunning view. Sadly, it was not possible to leave the balcony door open because this created a wind tunnel. The doors are absolutely sound proof so if people are yelling outside you can shut out that noise...but the same cannot be said for the interior sound proofing. We could clearly hear most conversations held in the room next to us, especially when people were in the bathroom. The bathrooms are a decent size, but smelled of sewage. It's impossible to shower without soaking the floor. Other than the suites I think all the rooms have a tub/shower combo A lip has been added around the tub and I imagine that's to try to stop the flooding. But this creates another issue for older people. Had my partner been with me he would not have been able to bathe because the side of the bath is very high to step over. There is a large pool with sun beds and some sun beds of the beach which is rocky sand. A handful of white umbrellas, which cannot be used when it is windy, but nowhere shaded for people who want to enjoy the beach or pool without being in the full sun. It's a shame they have no cabanas or sun beds with shades. On the last day we accidentally discovered another pool on the roof, which did have an area where I could have sat in the shade. It would have been nice to know about that. We only ate at the hotel once and the food was ok. There is an addictive, Key Lime Pie shop opposite which is well worth visiting
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Date of stay: May 2021
Location
Service
Sleep Quality
Room Tip:High view balcony rooms. Rooms without balcony apparently have windows which do not open. 16th...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alejandro Ruiz , Director General at The Westin Cozumel
Responded Sep 10, 2021
Thank you for taking the time to write a review for us. We are glad you enjoyed some of our hotel features and appreciate your feedback regarding those who fail short, we will take your comments into consideration in order to maintain our quality standards. We apologize for not having been up to your expectations.
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The Westin was a perfect place for rest and relaxation. This was our first time traveling overseas to just have a mini-vacation from the stress of work as a healthcare worker during this pandemic. We couldn't have chosen the perfect spot. Westin is located on the Northern part of Cozumel where it's quieter. Our check in was painless with Damian and Elizabeth at the helm. All the workers are very helpful from Margarita who served us our breakfast daily to the Security guards/ concierge hailing our taxis for us and taking the # of the taxi we rode in, the housekeeping team who ensure our room are sanitized and cleaned as we request. Safety, cleanliness and friendliness exudes at every aspect of this hotel. All the other guests we met were just enjoying themselves. The beach has loungers and cleaned daily. I also used the Spa and got the swedish massage with hotstone massage added. The price is reasonable. Overall, this vacation exceeded our expectation. As Titanium Eite Members were proud to be part of Marriott family as they always deliver the best for their guests. Thank you to the Westin Team for making our vacation so heavenly and stress free. For sure we'll be coming back again!
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Date of stay: November 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Alejandro Ruiz , Director General at The Westin Cozumel
Responded Dec 30, 2021
Dear Mr, Gkirton I truly appreciate your sincere and constructive comments and we are very pleased to know you had a delightful stay with us and that we were able to fulfill all your expectations. We strive in having a great ambience to satisfy all of our guest needs, so we are very pleased to read you enjoyed your stay with us. In addition I would like to express our most sincere gratefulness for your loyalty as a Titanium Member and for choosing our brand and program year after year. Our whole team will be very happy to host you soon! Sincerely!
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Vail, United States26 contributions10 helpful votes
Their offerings were very extensive and even accommodated off menu requests. We had a group of four kids and it was ideal for their snacking. We went off property for most dinners, but even then, it financially made sense. The breakfast is incredible and one of the best buffets that I have seen at a Marriott
Property.
There are more places to choose from in the Cozumel area.
PRICE RANGE
C$299 - C$424 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooCozumel
NUMBER OF ROOMS
152
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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