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El Cozumeleño Beach Resort - All Inclusive

3.5 star property

Photo gallery for El Cozumeleño Beach Resort - All Inclusive

2 restaurants, dinner served
Property video
Exterior
2 restaurants, dinner served
Front of property – evening/night

Reviews

7.0 out of 10
Good

Popular amenities

  • All-inclusive
  • Spa
  • Parking included
  • Free Wi-Fi
  • Restaurant
The current price is AU$278
includes taxes & fees
21 May - 22 May

Explore the area

View map
Playa Santa Pilar Km 4.5, Cozumel, QROO, 77600
  • Place, Playa San Juan
    ‪17 min walk‬
  • Place, Isla Cozumel Biosphere Reserve
    ‪16 min drive‬
  • Place, Chankanaab National Park
    ‪28 min drive‬
  • Airport, Cozumel, Quintana Roo (CZM-Cozumel Intl.)
    ‪13 min drive‬

Room options

View all photos for Garden View

Garden View

Garden View

  • Partial ocean view
  • 48 sq m
  • Sleeps 4
  • 2 Double Beds OR 1 King Bed

View all photos for Balcony Ocean View Super Saver

In-room safe, individually decorated, individually furnished

Balcony Ocean View Super Saver

8.0 out of 10
Very good
(1 review)
  • Ocean view
  • 48 sq m
  • 1 bedroom
  • Sleeps 4
  • 2 Double Beds OR 1 King Bed

View all photos for Sky Ocean View

Sky Ocean View

Sky Ocean View

7.2 out of 10
Good
(10 reviews)
  • Ocean view
  • 48 sq m
  • 1 bedroom
  • Sleeps 4
  • 2 Double Beds OR 1 King Bed

View all photos for Premium Sky Top Room

Premium Sky Top Room

Premium Sky Top Room

7.4 out of 10
Good
(18 reviews)
  • Ocean view
  • 48 sq m
  • 1 bedroom
  • Sleeps 4
  • 2 Double Beds OR 1 King Bed

View all photos for Balcony Ocean View Guarantee

In-room safe, individually decorated, individually furnished

Balcony Ocean View Guarantee

  • Ocean view
  • 48 sq m
  • 1 bedroom
  • Sleeps 4
  • 2 Double Beds OR 1 King Bed

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  • Pool
  • All-inclusive
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  • Parking included
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The price is AU$492
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31 May - 1 June
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About the area

Cozumel

An all-inclusive stay in Cozumel awaits you at El Cozumeleño Beach Resort - All Inclusive. You'll be 6 km (3.8 mi) from San Miguel Church and 8.2 km (5.1 mi) from Stingray Beach. Highlights at this beachfront property include 2 restaurants, 5 outdoor swimming pools and a full-service spa. .A pampering day can include hot stone massages and sports massages along with body wraps, body scrubs and aromatherapy. The fine-dining restaurant, La Veranda, is open for dinner. Swim Up Bar is the property's own bar. Spend the day at the beach where you'll find free cabanas, and enjoy the on-site indoor swimming pool and free kids' club. Additionally, you'll find free Wi-Fi in public areas, a gym and a free manager's reception. There's also free self parking, along with the convenience of car rentals on site. .Places within a 30-minute drive of this 3.5-property class Zona Hotelera Norte property include Chankanaab National Park and Corona Beach.

What's nearby

  • Playa San Juan - 17 min walk - 1.5 km
  • San Miguel Church - 11 min drive - 7.1 km
  • Isla Cozumel Biosphere Reserve - 16 min drive - 5.6 km
  • Chankanaab National Park - 28 min drive - 18.1 km
  • San Francisco Beach - 44 min drive - 29.0 km

Getting around

  • Cozumel, Quintana Roo (CZM-Cozumel Intl.) - 11 min drive

Restaurants

  • ‪Guido's - ‬6 min drive
  • ‪Melia Cozumel All Inclusive Golf & Beach Resort - ‬3 min walk
  • ‪El Cozumeleño Beach Resort - ‬1 min walk
  • ‪La Monina Restaurante & Beach Club - ‬4 min drive
  • ‪Las Gaviotas - ‬5 min walk

About this property

El Cozumeleño Beach Resort - All Inclusive

El Cozumeleño Beach Resort - All Inclusive is an all-inclusive property. Room rates include meals and beverages at on-site restaurants and bars. Other items and amenities, including taxes and gratuities, and access to recreational activities and entertainment may also be included. Additional charges may apply for meals at some restaurants, special dinners and dishes, certain beverages and other amenities.

Lie back and work on your tan with relaxing beach amenities, such as complimentary cabanas and sunloungers. At El Cozumeleño Beach Resort - All Inclusive, you can cool off in one of the 5 outdoor swimming pools and indulge in a pampering afternoon at the full-service spa.

A free manager's reception is offered daily. There are 2 restaurants on site, as well as a coffee shop/cafΘ and a nearby snack bar/deli. You can enjoy a drink at one of the bars, which include 3 bars/lounges, a beach bar and a poolside bar. Public spaces have free WiFi. This all-inclusive property also offers a complimentary children's club, a children's pool and outdoor tennis courts. Self parking is free.

This 3.5-star Cozumel property is smoke free.

  • 251 guestrooms or units
  • 9 levels
  • 2 buildings
  • 2 dining venues
  • 3 bars or lounges
  • 5381 sq ft of conference space
  • 500 sq. m of conference space
  • Built in 1972
  • Manager's reception (free)
  • Deli
  • Kid's club (free)
  • Cabanas on the beach (free)
  • Beach lounge chairs
  • Towels for the beach
  • Poolside lounge chairs
  • Business centre (24 hours)
  • Conference centre
  • Coffee in lobby
  • Dry cleaning
  • Self-service laundry
  • Front desk (24 hours)
  • Express check-in
  • Staff members are multilingual
  • Storage area for luggage
  • Tour and ticket information
  • Concierge
  • Wedding services available
  • Games room or arcade
  • Pool or billiards table
  • Terrace
  • Garden
  • Gift shop
  • Television in lobby
  • Bellhop
  • Lift
  • No smoking on site
  • Water dispenser
  • Bar on the beach
  • Bar by the pool
  • Swim-up bar
El Cozumeleño Beach Resort - All Inclusive offers 251 air-conditioned accommodations, which are accessible via exterior corridors, and features a safe and a hairdryer. Rooms open to furnished balconies or patios. Each accommodation is individually furnished and decorated. 32-inch flat-screen televisions come with digital channels.

Bathrooms include a shower. Guests can surf the web using complimentary wireless Internet access. Housekeeping is offered on a daily basis and an iron/ironing board can be requested.

Guests can pamper themselves with a trip to the on-site spa, which has 2 treatment rooms. Services include hot stone massages, sports massages, facials and body wraps. A variety of treatment therapies are provided, including aromatherapy.

The spa is open daily. Guests under 18 years old are not allowed in the spa.

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  • All-inclusive
  • Spa
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4.0 out of 5, Very good, 1,398 reviews
The price is AU$293
includes taxes & fees
16 May - 17 May
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Property amenities

Internet

  • Available in all rooms: Free WiFi
  • Available in some public areas: Free WiFi

Parking and transport

  • Free uncovered self parking on site
  • Limited on-site self parking
  • Wheelchair-accessible parking available

Food and drink

  • 2 restaurants
  • 3 bars/lounges
  • A beach bar
  • A coffee shop/cafe
  • A poolside bar
  • A swim-up bar
  • Coffee and tea in common areas
  • Free daily manager's reception
  • Hosted evening meal available daily for a fee; reservation required
  • Snack bar/deli

Restaurants on site

  • El Cocal Restaurant
  • La Pérgola
  • La Veranda
  • Lobby bar
  • Swim Up Bar

Things to do

  • 5 outdoor pools
  • Arcade/game room
  • Billiards/pool table
  • Boat
  • Books
  • Children's pool
  • Evening entertainment
  • Foosball table
  • Free children's club
  • Full-service spa
  • Games
  • Health club
  • Indoor pool
  • Kayaking
  • Mini golf
  • Optional golf privileges
  • Outdoor tennis court
  • Personal motorised watercraft
  • Piano
  • Rowing/canoeing
  • Scuba diving
  • Snorkelling
  • Table tennis
  • TV in common areas
  • Water sports equipment

Family friendly

  • 5 outdoor pools
  • Arcade/game room
  • Beach toys
  • Children's games
  • Children's pool
  • Free children's club
  • Indoor pool
  • Laundry facilities
  • Mini golf
  • Snack bar/deli

Conveniences

  • 24-hour front desk
  • Gift shop/newsstand
  • Laundry facilities
  • Luggage storage
  • Water dispenser

Guest services

  • Concierge services
  • Dry cleaning/laundry service
  • Housekeeping (daily)
  • Multilingual staff
  • Porter/bellhop
  • Proposal/romance packages
  • Tour and ticket assistance
  • Wedding services

Business services

  • 24-hour business centre
  • 4 meeting rooms
  • Conference centre (5,381 square foot of space)

Outdoors

  • Beach loungers
  • Beach towels
  • Free beach cabanas
  • Garden
  • In a national park
  • On the beach
  • On the waterfront
  • Pool loungers
  • Terrace

Full-service spa

  • 2 treatment rooms
  • Aromatherapy
  • Body scrubs
  • Body wraps
  • Facials
  • Hot stone massages
  • Manicures/pedicures
  • Spa open daily
  • Sports massages

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • Lift
  • Stair-free path to entrance
  • Well-lit path to entrance
  • Wheelchair accessible (may have limitations)
  • Wheelchair-accessible parking
  • Wheelchair-accessible path to lift
  • Wheelchair-accessible registration desk

More

  • 2 buildings
  • 9 floors
  • Banquet hall
  • Built in 1972
  • Reception hall
  • Smoke-free property
  • Traditional architecture

Room amenities

Bedroom

  • Bedsheets provided

Bathroom

  • Hair dryer
  • Private bathroom
  • Shampoo
  • Shower
  • Soap
  • Toilet paper
  • Towels provided

Entertainment

  • 32-inch flat-screen TV with digital channels

Food and drink

  • Restaurant dining guides

More

  • Access via exterior corridors
  • Air conditioning
  • Connecting rooms available
  • Individual decor
  • Individual furnishings
  • Iron/ironing board on request
  • Laptop workspace
  • Safe

Policies

Check-in

Check-in start time: 3:00 PM; check-in end time: midnight
Early check-in subject to availability
Early check-in fee: USD 40
Express check-in available
Minimum check-in age - 18

Check-out

Check-out before 11:00 AM
Late check-out subject to availability
Late check-out fee: USD 60

Special check-in instructions

Guests planning to arrive outside of normal check-in hours must contact the property in advance for check-in instructions; front desk staff will greet guests on arrival at the property
To make arrangements for check-in please contact the property at least 24 hours before arrival using the information on the booking confirmation
Prior to arrival, you must complete online registration via a secure link
You will be asked to provide the property with a copy of your government-issued photo ID after booking
If you are planning to arrive after midnight please contact the property in advance using the information on the booking confirmation
Information provided by the property may be translated using automated translation tools
All guests, including children, are required to present a valid government-issued ID card at check-in.

Access methods

Staffed front desk

Pets

  • Pets and service animals are not allowed at El Cozumeleño Beach Resort - All Inclusive

Children and extra beds

  • Children are welcome.
  • Kids stay free! Up to 2 children 3 years old and younger stay free when using existing bedding.

Payment types

Important information

Fees

Guests will be asked to pay the following charges at the property:

  • Resort fee: USD 8 per person, per night

We've listed all charges provided to us by the property.

Optional extras

The fees and deposits listed below will be charged at the time of service, check-in, or check-out.

  • Early check-in fee: USD 40 (subject to availability)
  • Late check-out fee: USD 60 (subject to availability)

This may not be a comprehensive list. Fees and deposits are subject to change and might not include tax.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
Minimum Spring Break check-in age is 21 years old.
This property accepts credit cards and cash
Safety features at this property include a fire extinguisher, a smoke detector, a security system and a first aid kit
This property has outdoor spaces, such as balconies, patios and terraces, which may not be suitable for children; if you have any concerns, we recommend contacting the property prior to your arrival to confirm that they can accommodate you in a suitable room
Please note that cultural norms and guest policies may differ by country and by property; the policies listed are provided by the property
Charges for extra guests may apply and vary according to property policy.
A cash deposit, credit card or debit card for incidental charges and government-issued photo identification may be required upon check-in.
Special requests are subject to availability at the time of check-in. Special requests can't be guaranteed and may incur additional charges.
    This property is managed by a professional host. The provision of housing is linked to their trade, business or profession. This property has outdoor spaces, such as balconies, patios and terraces, which may not be suitable for children. If you have any concerns, we recommend contacting the property prior to your arrival to confirm that they can accommodate you in a suitable room. Minimum Spring Break check-in age is 21 years old. This property accepts Visa, Mastercard, American Express and cash. For guests' safety, the property includes a fire extinguisher, a smoke detector, a security system and a first aid kit in all accommodation.

Property Registration Number 001-007-002116/2025

We should mention

  • Pool access available from 7:00 AM to 9:00 PM
  • Reservations are needed for massage services and spa treatments. For reservations, contact the property before arrival using the contact information on the booking confirmation.
  • Up to 2 children aged 3 years old and younger stay free in the same room as the parent or guardian when using existing bedding.
  • Registered guests are the only ones allowed to be in guestrooms.
  • Connecting/adjoining rooms are subject to availability and can be requested by contacting the property at the number on your booking confirmation.
  • Pets and service animals are not allowed on site.

Property is also known as

Cozumeleno Beach Resort
El Cozumeleno Beach
El Cozumeleno Beach Resort
El Cozumeleno Beach Resort All Inclusive
El Resort All Inclusive
El Cozumeleno Beach All Inclusive
El All Inclusive
El Cozumeleno All Inclusive
Cozumeleno Inclusive Inclusive
El Cozumeleño Beach Resort All Inclusive
El Cozumeleno Beach Resort All Inclusive
El Cozumeleño Beach Resort - All Inclusive Cozumel

Frequently asked questions

What is the cancellation policy at El Cozumeleño Beach Resort - All Inclusive?

El Cozumeleño Beach Resort - All Inclusive offers free cancellation on select room rates. Check out the cancellation policy for more info.

How much does it cost to stay at El Cozumeleño Beach Resort - All Inclusive?

As of 15 May 2026, prices found for a 1-night stay for 2 adults at El Cozumeleño Beach Resort - All Inclusive on 21 May 2026 start from AU$278, including taxes and fees. This price is based on the lowest nightly price found in the last 24 hours for stays in the next 30 days. Prices are subject to change. Choose your dates for more accurate prices.

Is parking available at El Cozumeleño Beach Resort - All Inclusive?

Yep, El Cozumeleño Beach Resort - All Inclusive has a free self car park.

Are there any beaches close to El Cozumeleño Beach Resort - All Inclusive?

Yep, El Cozumeleño Beach Resort - All Inclusive is a short 16-minute walk from Playa San Juan. Fun beach activities include snorkelling, scuba diving and windsurfing. You can also find water sports equipment and motor boats.

Is there a spa on site at El Cozumeleño Beach Resort - All Inclusive?

Yep, there is an onsite spa at El Cozumeleño Beach Resort - All Inclusive. You'll enjoy heaps of services like body wraps, body scrubs and facials, as well as sports massages.

Does El Cozumeleño Beach Resort - All Inclusive have a pool?

Yep, and guests recommend it! Take your pick from 5 outdoor swimming pools, an indoor pool and a kids' pool. Grab your bathers and lounge poolside while enjoying on a lounger and with a coldie from the bar. The pool is open 7:00 AM to 9:00 PM.

What luxury perks are available at El Cozumeleño Beach Resort - All Inclusive?

El Cozumeleño Beach Resort - All Inclusive features 5 outdoor pools, a full-service spa and a health club.

What makes El Cozumeleño Beach Resort - All Inclusive a romantic place to stay?

Beachfront dining and romance packages, as well as private balconies in the guestrooms, all help set the scene for a romantic weekend at El Cozumeleño Beach Resort - All Inclusive.

Is El Cozumeleño Beach Resort - All Inclusive family-friendly?

You bet! With amenities such as a free children's club, a children's pool and an arcade, it's no surprise that El Cozumeleño Beach Resort - All Inclusive is a hit with families.

Is there a free airport shuttle available at El Cozumeleño Beach Resort - All Inclusive?

No, El Cozumeleño Beach Resort - All Inclusive does not offer an airport shuttle service.

Is there a bar or restaurant at El Cozumeleño Beach Resort - All Inclusive?

Yep, they've got a beach bar and 2 restaurants. Pre dinner cocktails anyone?

What time are check-in & check-out at El Cozumeleño Beach Resort - All Inclusive?

Check-in begins at 3:00 PM. Check-out time is 11:00 AM.

Are pets allowed at El Cozumeleño Beach Resort - All Inclusive?

No, pets and service animals are not allowed.

El Cozumeleño Beach Resort - All Inclusive Reviews

Reviews

7.0

Good

Rating 10 - Excellent. 404 out of 1330 reviews
Rating 8 - Good. 311 out of 1330 reviews
Rating 6 - Okay. 275 out of 1330 reviews
Rating 4 - Poor. 162 out of 1330 reviews
Rating 2 - Terrible. 178 out of 1330 reviews

7.4/10

Cleanliness

8.4/10

Staff & service

6.6/10

Amenities

6.2/10

Property conditions & facilities

Reviews

4/10 Poor

Kelly, Severn Bridge

Charged
Stayed 5 nights in Jan 2026

6/10 Okay

Cody James

Travelled with family, Travelled with family and small children, Travelled with group
Liked: Cleanliness
Disliked: Amenities
The room was good and the staff was amazing. I was disappointed in food selection of the buffet. In the 8 Days that I was there, the food was repetitive for every meal. I also was disappointed in the temperature of the pools. They were all ice cold.
Stayed 7 nights in Feb 2026

4/10 Poor

Kevin James

Stayed 6 nights in Feb 2026

6/10 Okay

Jennifer

Liked: Cleanliness
Disliked: Property conditions & facilities
Room was in fair condition. Beds were hard, however the mattress topper that we requested helped some. Would be nice to have a mini fridge to keep drinks cold in room. Staff was friendly, helpful and overall amazing! Pools and view is beautiful! Good would be better if there was more of a variety on different days. Alcohol was not impressive, bottom shelf.
Stayed 5 nights in Feb 2026

6/10 Okay

Jorge

Travelled with group
Liked: Staff & service, amenities
Food quality
Stayed 5 nights in Feb 2026

8/10 Good

Pamela

Travelled with partner
Liked: Cleanliness
Staff is wonderful. Shout to Rosylan at front desk and all the wait staff and outside cleaning crew that are always there any present.
Stayed 5 nights in Feb 2026

8/10 Good

Jordan

Travelled with partner
Liked: Cleanliness
Amazing views, wonderful staff, delicious food. The resort is a bit run down/ in need of some repairs but still an enjoyable stay. Great proximity to the airport. Don’t forget the fine dining restaurant is by reservation only the morning of and there are limited spots so need to get there early. That wasn’t clear when we checked in. The meals we did get to have there were great.
Stayed 5 nights in Jan 2026

6/10 Okay

Lorna

Travelled with partner
Disliked: Amenities, property conditions & facilities
Overall, the room was clean and the bed was comfortable, but the property showed its age. The couch was stained, some bathroom fixtures had rust, and one of the shower tap handles was falling off. The resort grounds were well maintained, though the pools were not heated. The beach area was moderately sized, and the ocean offered a nice swimming area. The staff were helpful, and staffing levels were adequate, so wait times for service were reasonable. The food was good, but there wasn’t much variety. Overall, I would rate this resort a 7/10.
Stayed 7 nights in Jan 2026

6/10 Okay

Deborah

Travelled with group
Disliked: Amenities, property conditions & facilities
The rooms are very old. For 3 days we had to have maintenance come to our room to shut our water off in the shower. Any kind of mixed drinks were maybe a 1out of 5. Some of the staff was very friendly but most were not.
Stayed 7 nights in Jan 2026

8/10 Good

Andrea

Travelled with partner
Liked: Cleanliness, amenities
Disliked: Property conditions & facilities
The staff were so friendly and accommodating. The rooms were old and our couch had mould. It was cheap and cheerful. We talked to many who have returned multiple times. Honestly it still was a relaxing fun vibe. Just don't expect fancy 4 star. It's older but still a good time!
Stayed 4 nights in Feb 2026

8/10 Good

Jennifer Thomas

Liked: Cleanliness
Great service. Room/building was a little worn.
Stayed 6 nights in Jan 2026

6/10 Okay

Del Ria Dee

Travelled with group
Liked: Cleanliness
This property is beautiful, just outdated and aged. The staff was incredibly attentive, courteous, and pleasant. We did have some mix ups with our excursion bookings, and got different than expected jeeps, and the wrong fishing boat that had to be switched. Was disappointing but They did work this out with us. There are many things to do such as pool table, foosball, mini golf, bingo, dance lessons, etc. The staff was constantly cleaning the property and it was very clean.
Stayed 7 nights in Jan 2026

10/10 Excellent

Kathleen

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
The room was very clean and the beds felt nice and fresh.
Stayed 7 nights in Jan 2026

10/10 Excellent

Clark

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Very clean. Great staff. Not perfect but so beautiful it’s ok. Best walk in snorkeling on the island.
Stayed 7 nights in Jan 2026

2/10 Terrible

Rosalinda

Travelled with partner
Disliked: Cleanliness
We didn't stay in the room we paid for. The room we stayed in was dingy, stinky and the beds were so hard. Shower was even worse, door was broken and didn't close. The site doesn't show these rooms on their site at all. It was more like a prison cell and shower. Room didn't even have a phone to call room service and the wifi didn't work in the area of this building.
Stayed 2 nights in Feb 2026

8/10 Good

Julie

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Rooms were clean. Staff was friendly. Food was good.
Stayed 4 nights in Jan 2026

10/10 Excellent

Erica

Travelled with group
Liked: Cleanliness, amenities
Staff was great,, Beach was awesome
Stayed 6 nights in Jan 2026

8/10 Good

Scott

Travelled with group
Liked: Cleanliness, property conditions & facilities
No phone to call front desk, no fridge, site doesn't tell you reservations for a la carte will fill up so you want to get there early to make a res. The a la carte restaurant was italian food both times we went and was just ok, you can tell they use the same kitchen as the buffet. AC doesn't get room cold, when we first got there the room was like 23.5 degrees, they do have a sign to keep the room between 23-25 but seems like the temp is going to be what it's going to be. I thought of it too late but I'd go buy a fan for air movement in the room. We constantly had both doors open to get air moving through and make it bearable. One day it got really windy and took the curtain, broke a coffee cup so I had to go all the way downstairs to tell them, they sent up a housekeeping lady with no broom or anything and she picked up all the big pieces by hand... They do have the best swimming area I think, I walked north till the beach turned into bush(about 25mins) and south for about 30mins to check out the rest of the resorts within a decent distance. Wait staff was great, bar outside has a espresso machine and wait staff will bring you all kinds of different coffee drinks like cappuccino, lattes etc. Bring a Yeti! Not only for coffee in the morning but cold drinks all day. You can ask for all kinds of stuff that isn't on the buffet like chips, guac and pico and they get it out of the kitchen.
Great swimming area, lots of fish always around
View from our room on the 7th floor
Stayed 8 nights in Jan 2026

10/10 Excellent

Courtney

Stayed 5 nights in Jan 2026

6/10 Okay

Justin

Staff was very attentive and
Stayed 7 nights in Jan 2026

10/10 Excellent

Bruce

Stayed 7 nights in Jan 2026

8/10 Good

Bruce

Liked: Cleanliness
Clean rooms great food and friendly staff
Stayed 1 night in Jan 2026

8/10 Good

Eve Jennifer, Durham

Travelled with family, Travelled with group
Liked: Cleanliness
Friendly staff
Stayed 7 nights in Jan 2026

10/10 Excellent

Dustin

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Exceptional service and stay!!!
Stayed 3 nights in Jan 2026

4/10 Poor

Natalia, LEAGUE CITY

Travelled with partner
Disliked: Amenities
There is great example when bad management could kill even well-established business. Do not buy “Premium Sky Top Room”, because you will not get what you paid for. We paid for 2 double beds, round furnished balcony and mini bar on the top floor. We get king bed, regular balcony and small fridge on 9 floors. Customer service (Julio) promised to switch to the right room next day. And our “journey” started. They want us check out at 11:00 with all our language and come back at 3:00pm. Needless to say – we lost one vacation day right away. We get two double beds. And that’s it! Nothing else what were listed on Expedia. Talk to representative again (twice). No result. Ask for manager. They said his name is Antonio and he will be in hotel in one hour. Waiting again! My vacation slipping away little by little. Then women (Juliette) who said that she will speak on behalf of Antonio, because main manager doesn’t speak English. Julieta promised to fix everything. And I never heard from her a word since then. We let it go and try to spend whatever left from our vacation. To be fair, most of people (cleaning, at restaurant, in Buffet, in the bar...) work really hard. Even Julio, who did not help us at all, tried hard to help. But it seems that his “hands were tied” to do thing right. He keeps sending request to management and management doesn’t respond. It seems that clerks not allowed to makes any decision.
Stayed 7 nights in Jan 2026