Grand Park Royal Cozumel

Recent Reviews: 9668

• User:Voyage54165495145

  Trip type: Family

  ? 1/5 — Horrible experience. Save your money and stay somewhere else.

  17 Sept 2026

  The only reason I booked the Grand Park Royal Cozumel was because The Westin had no availability. Unfortunately, this stay ended up being one of the worst hotel experiences I’ve had.I was assigned Room 2303, and the problems started immediately. The air conditioning was not working properly, and the television had no functioning cable signal. Maintenance came to the room twice to attempt repairs, but the issues were never actually resolved.Then there was a leak in the bathroom, which got my towels and personal belongings wet. Maintenance was called again and attempted to fix it, but once again, the problem was not properly repaired. Having multiple maintenance issues in the same room is bad enough; repeatedly reporting them and still not having them resolved is unacceptable.The food was another major disappointment. The quality was extremely poor, and much of what I tried was simply not enjoyable or appetizing. For an all-inclusive resort, where food is a significant part of what guests are paying for, this was especially disappointing.Unfortunately, the service did not make up for any of this. Several staff members came across as rude and unprofessional, and the constant pressure to join or hear about the hotel’s membership club became incredibly annoying. Guests are on vacation. They should not feel like they are repeatedly being subjected to a sales pitch.What really summarized the experience for me happened at checkout. Despite all the problems during my stay, no one asked how my stay had been, whether the issues had been resolved, or whether I had any feedback whatsoever. There seemed to be very little interest in the guest experience once it was time to leave.I will give credit where it is deserved: the Mexican Independence Day celebration was excellent. The entertainment was well done, the atmosphere was festive, and they finally brought in genuinely good, authentic food. The team responsible for that event did a great job, and it was easily the highlight of my stay.Unfortunately, one good event cannot make up for the overall experience.Between the malfunctioning AC and TV, unresolved bathroom leak, poor food, unprofessional service, and relentless membership sales pitches, I cannot recommend this hotel.Please save your hard-earned money and book somewhere else. A vacation is too expensive and too valuable to spend dealing with problems like these.? One star. I would not stay here again. , General Manager at Grand Park Royal Cozumel, responded to this review Thank you for taking the time to share such detailed feedback about your stay. We are truly sorry to learn that your experience did not meet your expectations, especially as several aspects of your visit fell short of the standards we strive to provide.We sincerely regret the inconvenience you experienced in your room. We understand how frustrating it must have been to report these issues multiple times without receiving a satisfactory resolution, and we apologize for the impact this had on your comfort throughout your stay.We are also disappointed to learn that our dining offerings did not meet your expectations. We recognize that food is an important part of the experience, and we appreciate you sharing your honest perspective.Your comments regarding service and the overall guest experience are being taken seriously, as they highlight areas where we must improve.While we are pleased to know that you enjoyed the Mexican Independence Day celebration, we understand that one positive experience could not outweigh the challenges you faced during the remainder of your stay.We appreciate your candid feedback, as it allows us to identify opportunities for improvement. Thank you for giving us the opportunity to learn from your experience, and we wish you all the best in your future travels.

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• User:sergio s

  Trip type: Family

  Worst place ever

  04 Sept 2026

  Worst place ever, ugly place , dirty, vas people all in this place is horrible , General Manager at Grand Park Royal Cozumel, responded to this review Thank you for taking the time to share your feedback. We are sorry to learn that your experience did not meet your expectations.We value all guest comments, as they help us identify opportunities for improvement and enhance the experience we provide.We appreciate your feedback and thank you for giving us the opportunity to learn from your experience.

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• User:906christib

  Trip type: Couples

  Don't go here!

  27 Aug 2026

  Recently stayed at this resort with friends. The resort was not a good experience. From the arrival things were bad.> The bell man did not help me carry by suitcases up the stairs after getting out of the car.> Check in was ridiculously SLOW!!!! We arrived at 2 pm and they made us wait until 3 pm to get our rooms.> There was not one place where the food was good. They only have the buffet, Mexican restaurant, and Italian restaurant. Around the pools they had snack foods (hamburgers, hot dogs, nachos, etc), but they weren't good either.> The room was nice, but the A/C did not work well, and the layout of the room was impractical. The suite had a bedroom with a bathroom and living room with another bathroom (with a murphy bed). The nice bathroom was in the living room. Plus, they had a card key door on the bedroom. When bedroom door was open, it blocked the bathroom. Not to mention, you had to keep your room keys in the doors so the lights would come on. Completely weird!> There is little to no entertainment here.> The view is awful; you only have cruise ships to look at all day every day.> The adults only pool was nice, but BORING!!!! They did not even play music there.> The check out was at noon and it was SLOW!!!!> None of the people that work there could be bothered to do anything extra, such as suggest nice places to eat outside of the resort.> Be prepared to walk! We walked 3 miles each day at this resort! No lie! Also, the pathways are all made up of rock and the surfaces are very uneven. Make sure you bring appropriate shoes, so you don't fall like someone in our group did.> On a positive note, our cleaning lady Anna was awesome, I tipped her well for it :). and the snorkeling was fabulous! , General Manager at Grand Park Royal Cozumel, responded to this review Thank you for taking the time to share your feedback. We are sincerely sorry to learn that your experience did not meet your expectations.We regret the inconveniences you encountered the overall service experience. Your comments are important to us and will be shared with the appropriate teams for review and improvement.At the same time, we appreciate you recognizing excellent housekeeping service and the snorkeling experience, which are highlights many of our guests enjoy.We value your feedback and thank you for giving us the opportunity to learn from your experience. We hope to have the chance to restore your confidence in the future.

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• User:Robert D

  Trip type: Family

  If you value AC don’t go here.

  14 Aug 2026

  The AC does not work in their rooms. Don’t take a chance. Go to another resort. , General Manager at Grand Park Royal Cozumel, responded to this review Thank you for sharing your feedback. We are sorry to learn that the air conditioning in your room did not meet your expectations and affected your overall experience. We understand how important comfort is during a vacation, especially in a tropical destination.Your comments have been shared with our maintenance team for review, as guest feedback helps us identify areas for improvement. We appreciate your visit and hope to have the opportunity to welcome you again in the future and provide a more satisfactory stay.

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• User:Alfonso V

  Trip type: Family

  We want a refund from the company

  02 Aug 2026

  We went to a high-pressure presentation where they made huge promises about high-end rooms and great vacations, but none of it turned out to be true. Whenever we try to book, nothing is ever available. When we actually stayed with them, we had major issues. The plumbing in our room was broken, other areas were dirty, and we had to demand a room change. On top of that, staff members were completely rude to us when we asked for help. We have tried reaching out to customer service and quality assurance to resolve this and end our involvement with the company, but they just ignore our complaints and try to sell us more stuff. This has been a complete waste of time and money. Stay far away from this company. Alan Verduzco, Propietario at Grand Park Royal Cozumel, responded to this review Copilot said:Dear Guest,Thank you for taking the time to share your feedback. We are truly sorry to learn that your experience did not meet your expectations and that you left feeling disappointed.We regret the issues you encountered during your stay, including the maintenance concerns in your room and the service interactions that you describe. Providing a comfortable stay and attentive hospitality are priorities for us, and we sincerely apologize for the frustration these situations caused.We would also like to respectfully clarify that the Vacation Club and the hotel operate as separate entities. While we understand that your concerns involve commitments and communications related to the Vacation Club membership, those matters are managed independently from the hotel operation. Nevertheless, we appreciate you bringing your experience to our attention, as guest feedback is invaluable in helping all parties involved identify opportunities for improvement.Please know that we take comments regarding room conditions, cleanliness, and service very seriously. Feedback such as yours is viewed as an opportunity to learn and improve, and it will be shared with the appropriate teams for review and follow-up.Although we regret that your overall experience was not a positive one, we appreciate your candid feedback and the opportunity it provides to continue improving. We hope that, in the future, you may consider giving us another opportunity to welcome you back and provide the level of service and hospitality we strive to deliver.Kind regards,

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