The Westin Cozumel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1769 reviews

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  Great “beginning of summer” stay

  Virginia in housekeeping was fabulous!

  Apr 21, 2026
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  My Husband Had a Severe Allergic Reaction Here – Incident Misrepresented by Staff

  I’m writing this as a wife who had to watch her husband go through a serious and completely preventable allergic reaction at The Westin Cozumel. On February 22, 2026, my husband clearly informed staff of his severe soy allergy before ordering breakfast. Despite that, he was served tofu tacos—a soy-based product. Within minutes, he became sick. What followed was extremely distressing. His symptoms were not mild—they continued throughout the rest of our stay, and it was clear his body was reacting in a serious way. This was supposed to be a relaxing trip, and instead I was watching my husband deal with a medical reaction that should never have happened. We reported the incident immediately. We spoke with Manager Javier Garcia right after it occurred, and later met with Manager Carlos Camargo, who personally witnessed the severity of my husband’s condition. There was no confusion about what happened. After returning home, my husband required medical care from a gastroenterologist, and we now have written medical documentation confirming the seriousness of his reaction to soy. What is even more concerning is what happened afterward. A front desk manager, Carlos Villanueva, who had no involvement in the incident and was not present, submitted information to Marriott Bonvoy stating that no food was consumed and that my husband was “fine.” That statement is completely inconsistent with what actually occurred, what was reported in real time, and what was personally witnessed by management on-site. Despite providing documentation and making multiple follow-ups, the hotel has failed to take this matter seriously or provide any meaningful resolution. As his wife, this is incredibly upsetting. Mistakes can happen—but misrepresenting a serious medical incident and failing to take accountability is unacceptable, especially when it involves guest health and safety. If you or a loved one has a food allergy, please be very cautious here. Based on our experience, there appears to be a significant breakdown in communication, staff training, and accountability. The hotel may be beautiful, but that does not outweigh the importance of trust and safety when it comes to your health. I truly hope this review leads to real change, because no family should have to go through this.

  Apr 20, 2026
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  We will be back!

  We stayed at the Westin for 10 days. I want to first say the staff was amazing! Fucundo was the best bartender always smiling! Jorge and Hilario were also great! The beach waiters Fernando and Axel were attentive and worked so hard. We were there over Easter week so there were more family and kids which was not ideal. The adult only rooftop pool was a nice retreat and when parents tried to bring their kids the bartenders were great about not allowing it. Beach chairs (especially umbrellas) were harder to get especially on days they allow cruise people to have day passes. Get your chair early and put more than a towel down. The rooms were clean and comfortable. There was a few issues with the AC the week we stayed. And pro tip if you like hot showers turn the shower on at least 5 minutes in advance. The food was good but with only 2 restaurants to choose from did get a little boring. The wine list (for a fee) was frustrating. It took 5 tries before I found a bottle I wanted that they actually had. The all inclusive package does not include top shelf liquor. So your vodka is Stoli and Absolut, bourbon is Jack, tequila is Jose and Don (which was great). Tito’s was considered top shelf (smh). For my fellow scuba divers. The Pro Dive onsite experience was not ideal! They wouldn’t tell you if they had a dive for the next day until the afternoon before so twice we were scrambling to find a dive in town. Next time I will schedule all my dives in town with either Scuba Life or Cozumel divers.

  Apr 18, 2026
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  Spa at the Westin

  I booked the massage, facial, body scrub package at the spa and it was the best service ever. I highly recommend Ruth, she was amazing and truly made the experience perfect.

  Apr 13, 2026
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  Another great week at Westin Cozumel

  We had another great week at The Westin Cozumel. We travelled via Air Canada from March 22 - 29, 2026. We have been multiple times to Cozumel & this is our third time @ the Westin. We love this hotel because it is a very short distance from the airport & is small is comparison to other resorts on the island. It is also a short taxi ride to the main town & square. We were given room 912 which is a beautiful room on the north corner of the building. Make sure you get a room with a balcony so you can witness the spectacular views and the most amazing sunsets. Our room had a comfortable king bed, plenty of hot water & robes. Special thanks to Joseph & Rosendo for the special attention they gave us when having dinner @ both Gaviotas & Cuzamil restaurants. Thanks to Vickie at the pool bar for her excellent service. Thanks to Osvaldo in the lobby bar for making amazing martinis & special shooters for our fun loving group. Can't wait to come back

  Apr 12, 2026