Hotel in zona Viva Mexico, Cozumel

We were incredibly disappointed with this hotel, it looks 5 star but the experience isn’t. We stayed July 2024. On check in, the whole process took over an hour because they had put our reservation down for August…not July. This was eventually resolved and we were given a ‘temporary’ room for a few hours. At this point we were understanding- these things happen and they offered a solution. The man on the check in was pleasant but incredibly slow. We stayed for 4 nights and there is no doubt the setting is wonderful and the rooms were lovely- however breakfast (included) was atrocious and lacking the basics. Bread but no butter or jam etc out, we had to ask every time and often more than one member of staff to eventually get it- often taking over 20 mins. One day there was no buffet at all but no one could explain why. You could order 2 out of the 3 remaining dishes on the menu but you were only allowed one per person. I had pancakes but then had the same fiasco that they came with no syrup and I had to ask 2 members of staff and wait 20 mins to eventually get it. On the Saturday night we stayed there, the hotel decided to throw a party until 2am…. Guests unfortunately were not invited or made aware so we were kept awake for several hours in our room. I went to reception to complain and was told a manager would speak with me in the morning..needless to say they didn’t. Reading between the lines, they host a lot of events for the local community (which is great) but the communication around it was poor and not acceptable for hotel guests. If they had invited hotel guests and offered a drink on the house or something along those lines it would make much more sense. The whole experience was completely bizarre and not worth the price they charged. I would expect this kind of service from a cheap local guesthouse, not a 5 star resort. The staff were not unpleasant at all but poorly organised and lacking basic communication.

PROS: È un grande luogo di immersione sul mare, sulla strada, sulla terrazza, sulla piscina, sul club di spiaggia e sul ristorante aperto con bar. Tradizionale struttura dell'hotel messicano con corteggia aperta e lanais che hanno una bella vista sul giardino e/o océano. CONs: La maggior parte dei ristoranti della zona sono eccessivamente costosi, come i servizi di Signor Frog/Hooters, che si occupano di bevande e di immersioni. Il buffet è stato un prezzo da tavolo a vapore pesante che è stato eccessivo a più di $15/person. Questo sarebbe stato offerto gratuitamente dai ristoranti statunitensi. Il personale del Front Desk non era particolarmente amichevole o utile. Quando mio marito ha perso la borsa nel lobby, e non l'hanno trovata persa e trovata, non l'hanno controllata dietro il desktop finché non abbiamo chiesto una seconda volta e l'hanno trovata magicamente. Il club di spiaggia è bello, ma la piscina era troppo crudele per me (situata tra due pier e la strada, con una vista principalmente sulle navi da crociera davanti).

Il ristorante è un resort con due spiagge e una bella piscina, il cibo del ristorante è eccellente, quindi ci mangiamo felicemente ogni notte.

Questo hotel era in un'ottima posizione. Abbiamo alloggiato nella parte non aggiornata ma solo perché volevamo una stanza più grande. L'hotel si è offerto di aggiornarci ma noi volevamo la camera con vasca. Abbiamo adorato il nostro soggiorno lì e ci torneremmo sicuramente!