The Explorean Cozumel by Fiesta Americana

Hotelera Sur Carretera a Chankanaab km 7.5 Zona | Cozumel 77600  [SEE MAP]Cozumel  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 3

Not worth the premium price

Aug 7th, 2020

First off I will say that the property is exactly as you see in the pictures. It is beautiful and quiet. The rooms are very nice as well. My mom and I had a Double Casita. I had called ahead and asked for a non-connecting room because I am a light sleeper and I was informed that they are all located on the second floor. I was glad to see my request honored upon check in. Speaking of which, it took way too long IMHO. You're outside in the heat and have to talk to a few people to register, go over the activities, and get introduced to your "personal concierge". She was nice and all, but there was nothing special she did for us. This process needs to be shortened big time. We were also offered "insurance" for $20 for our whole stay for the two of us. He couldn't really explain what it was but said something about if we needed an ambulance and he offered no brochure or anything in writing. I was hot and wanted to just get to the room so we got it. It's only $20 so we figured why not. Still have no idea what it was all about, so maybe give people something to read and some type of policy. There would have been no way to prove we had it if we needed it so that's kind of sketchy in my book but whatever. The room: We has room 207 and it was in the Marlin building which was super close to everything and were very pleased with the location. Upon entering we were pretty surprised when there was no divider or privacy screen or anything separating the shower area from the rest of the room. We laughed about it and it became kind of like a joke when one of us needed to shower or change - "Turn around, no peeking!". I can see if you're in a King room with your SO but this is beyond awkward for a family. Our safe and fridge weren't working upon arrival, and we let them know. As we were eating dinner, I saw them carry the safe out and replace it with a new one. However, the fridge still didn't work. We let them know again and they claimed it was fixed. I let it go overnight, and still nothing. Told them again the next day and they insisted it worked. It didn't. Not until after dinner on our second night did we get a working one. Also we asked for it to be stocked with strictly Diet Coke and they said no problem. Every day we asked and were promised it would come but it never did. On the last day they said they didn't have any. Well if that was the case and they didn't intend to get any, then just say so. Don't keep making promises you can't deliver on. We also didn't get our breakfast basket one morning which was disappointing because mom likes her coffee in the morning. The first day they had some type of cinnamon muffins in there and they were delicious! The other days were mini croissants which were hit or miss. Upon checking in they ask you what time you would like your room cleaned each day and we said 11:00AM. Two out of the four full days we were there, we had to let them know that no one came and we had been out of the room for hours. The second time it was 1:30PM and still nothing, They finally sent someone up. We didn't even need the sheets changed or anything, just exchange the towels because it stayed humid in the room even with the AC on and they wouldn't dry. Actually, we had clothes out that were never wet and they became damp. My swimsuit didn't dry even after 2 days and I went home with it like that. The AC cuts off via a sensor when you open/close the patio or front door and unless you move around, it stays off (like when one of us would go out and the other stayed behind, you had to stand up to trigger the motion detector in the room to turn it back on). One day there was a knock on our door and there were 2 guys with a ladder. Apparently someone told them to fix our shower door (not us). It closed almost all the way so water never got out, but I guess it should have swung both ways. Would have been nice to have gotten a heads up. The food: We had our first meal - dinner at the Explorean. It was OK. I had steak. The menu was really too "Boutiquey" if that's even a word for us, so with the exception of breakfast, we ate next door at the Fiesta which was better, yet still kind of meh. We tried them all with the Italian being the best of the three for dinner. The restaurant down by the beach on the left was our favorite which is where we had lunch. It was a beautiful view and you could even order cheeseburgers and chicken wings which we didn't find out until the last day when we saw some kids have them. No one ever mentioned that to us, they only showed us the chalk board outside. We aren't very picky eaters, but a lot of the stuff just didn't sound appealing or tasted pretty bland so we mostly ate lunch with a small dinner. I actually lost 3 lbs on this trip and my mom lost weight too. That was a first for us! The hotel itself is beautiful and it reminds me of places I stay in Honduras. I was looking for another peaceful vacation away from the crowds and this place absolutely delivered on that. But I feel the food and customer service leave a lot of room for improvement. I understand they were only open for about two weeks after reopening so some of it may be due to getting back into the swing of things, but I feel for the price I paid, it wasn't worth it. They were only at 30% occupancy so it's not like they were overwhelmed with guests. I could have stayed at another well known AI for about $500 less and I'm regretting that I didn't. We didn't do any of the activities because they all involved water and/or biking and being mom had just turned 71 and can't swim, she was unable to participate. But no big deal, that's not why I booked this place. We will be going back to Cozumel, but unfortunately, we won't be back to The Explorean. It's very nice and we loved a lot about it, but there is much to be desired especially for the price. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Average at best

Aug 2nd, 2020

I booked this hotel based upon the high ratings on tripadvisor. I'm not sure why it gets such high ratings. We were less than impressed with the food and service and won't return. We arrived around noon. Our room wasn't ready, which is a pet peeve of mine. If the hotel is operating at a 30% capacity, our room should be ready when we arrive, especially at the rate we are paying. We waited two hours for it. Room was fine, everything was good quality, beds were comfy and room was clean. There was a refridgerator stocked with sodas and beer. We only drink Coke. We always left a dollar for the guy who stocks it. On the one day we didn't leave a dollar, we got everything but Coke - passive aggressive maybe? We did not have hot water on the first or second day. When I complained, I was told to let the water run for 10 minutes first. I did and that solved the problem but 10 minutes? Really? Ever heard of water conservation? You would think they would do something about that. Maybe install individual on-demand hot water heaters. The food was awful and the wait was agonizingly slow. We ate four meals at the Explorean. The waits for food were between 30 to 45 minutes long. Even ice cream took 20 minutes to receive. I don't think it was the server's fault. I think it was probably some reason with the kitchen. Food was beautifully plated and presented but not good. When we asked for hamburgers, we were told we couldn't have them because they weren't on the menu. There wasn't a lot for the kids to eat (no quesadillas, fajitas, tacos, sandwiches, spagetti, etc.) I had to throw a hissy fit and go to the manager's office to request that my kids get some sort of food they could eat. After that, we could order hamburgers. Note the Fiesta has free room service, but NOT the Explorean. We tried the "Coffee Cafe" pastries every day but EVERY DAY they were stale and we threw them away. There was a gentleman who helped us with the hamburgers from the mexican restaurant. I left him a $5 tip. When I asked it he had gotten it the next day, he said no, so someone who works there stole his tip. It was hard to communicate with staff. We know a little spanish so we got by but not very many of them speak english. Service left a lot to be desired. My son was struggling to bring back all of our snorkeling equipment and he kept dropping things in the lobby. Even though there were five employees there (1 bellhop, 1 taxi person, 2 concierges and 1 tour guy) no one bothered to help him, or even ask if he needed help. I had my hands full with towels, sunscreen etc so I couldn't. Snorkeling was hard to do due to the current. We did see eagle rays, a variety of fish and an assortment of coral. We had to wait 30 minutes to get snorkeling fins and life jackets because the person who was giving those out was at lunch. Surprisingly, there wasn't anyone in the entire resort who could give these items out except that person. Perhaps they should cross-train someone else who could do this in that person's absence instead of making the guests wait. That is probably what bothered me the most. We spent around 2 hours each day, just waiting for stuff. Food, equipment, drinks, etc. We went on one "adventure". It was good but not worth the extra money to stay at the Explorean. The other adventures that we wanted to do, i.e. jeep, mayan ruins, were not being offered during the time that we were there. The three adventures on offer when we were there were biking/snorkeling; biking/cenote and just biking. Note that you do not have to go on a tour to take the bikes out. Unfortunately, we found this out the day before we left. Had someone told us about this we could have biked every day. There is an "environmental" fee added to the bill. It was $26 here but only $8 at another hotel we stayed at during the same vacation. The $8 hotel had one less night. I'm not sure why there was such a big discrepency but you have to pay what they tell you to pay so we did. No shows due to COVID. They do have one pool table and one fooz ball table. Arcade games and air hockey were never on and if they were, I don't think they are free as they had slots for quarters (or pesos). On the plus side, there are free washer/dryers on the fourth floor of the Fiesta. Buy soap at the front desk for $3 or bring your own. The pool that is in the pictures in beautiful and lit up at night. With the lights on it at night, you could see it was disgustingly murky. We did not go in that pool but went to the Fiesta's pool. In summary, we paid too much and received too little in terms of services and food. I would not recommend this resort. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

GETS BETTER EVERY TIME!!!!

Jul 25th, 2020

We just got back from Cozumel and stayed at the Explorean once again. This place absolutely gets better every single time. The service, the staff, the food, the drinks, the rooms, the amenities, the excursions are just a few of the many many perks. We got to see our favorite staff Roberto, Renata, Samuel, Alfonso, and Rueben!!! They ALWAYS greet us with a smile and a "Welcome home mi familia". And it truly is a home for us. They always go out their way to make sure we are well taken care of and have everything we need. Renata is an absolutely AMAZING host/tour guide. She is very enthusiastic and VERY knowledgeable about the island and the spots. We shall DEFINITELY be coming back very soon!!!!! TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Wonderful!

Jul 25th, 2020

Just got back from a trip to The Explorean, as usual everything was amazing. The service there is always great, the activities with Renata were so much fun and we will 100% be back to see what she has planned for next time. Renata, Ruben and Roberto (and everyone else) we thank you for your hospitality and can’t wait to come back. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Perfect vacation in every way!

Jul 13th, 2020

From an experienced all inclusive traveller, the Explorean is superb!! I loved it so much I booked two more vacations there. I honestly don’t care to go anywhere else. It has it all.. amazing food, gorgeous grounds, beautiful water with incredible snorkeling, and outstandingly caring staff. My sister and I went on our first ‘just us’ vacation in February. I can’t explain how happy that I am to have decided to go to the Explorean! We have both been to many all inclusives, and the Explorean puts them to shame. UNICO 20*87*, Club Med, Hard Rock Riviera Maya and Vallarta, Palace Resorts, Grand Lido, Sandals, and one more I can’t recall. UNICO was the only one that was comparable in the quality of service, which was excellent, but I’ll choose the Explorean over there any day. A few major things that made the Explorean stand out are the food, the service, and the grounds…. which are the biggest parts of vacation! So, pretty much all of it was incredible. First I want to mention the service. you will not be disappointed. The staff are kind, helpful, and very engaging. The staff at the playa are amazing!!!! I’m actually still friends with Jesus and we chat on facebook all the time. He took time and even gave us a snorkeling tour on his break. We tried to help each other with our English/Spanish (which was a blast), he came by to chat whenever he saw us, and in general was beyond welcoming and kind. Andy made us laugh whenever we saw him. He was helpful and extremely funny. They were one of the highlights of our trip, for sure. The food was absolutely divine, even when compared to upscale restaurants. Usually the food at all inclusives is good, but not something that I would rave about. The Explorean restaurant was gourmet, and that’s coming from a foodie! The chefs, Edgar and Candy, really went out of their way to prepare fabulous and beautiful meals. They even brought us a special surprise dinner one night! Roberto at the Explorean bar is a gem. He really helps bring everyone together and is so much more than a bar tender. He even handled the most horrible and obnoxiously demanding patron with more grace than I ever could have mustered. Vianey, Hugo, and Alfonso always took excellent care of us, too! The restaurants at the Fiesta were also fantastic. There wasn’t one meal we had there that we didn’t rave about. Be sure to try Ceviche! The buffet Juanito at the main bar would always ask if I wanted a mezcal when I passed… the answer was always ‘yes!’. Roberto at ceviche and Vil bar is wonderful! It’s a lot of fun to be able to make your own drinks at the Explorean bar. It’s also a great conversation starter with other guests. They ask “so its really ok for us to make our own drinks?!” and then the fun starts! A few tips: ~Talk to the staff! They are a huge part of the experience and can add so much to your vacation. Talk to them! They have so much to share! ~Be sure to go on the included excursions. The guides are great and you learn about the area and history. The descriptions you get about each trip might be vague, but trust that you’ll have a good time and see things you may not otherwise. You can also ask for a bike to borrow. It’s really safe and nice to explore the area. ~It’s not a party hardy type of place. Everything shuts down around 11 or so. Sometimes Roberto would keep the bar open later if there was a crowd. It’s not adult only, so there are some children there. Since it’s not a loud environment everyone was very well behaved. I was worried about this as I am not used to the louder volume that kids can bring to a place. This was not an issue in the slightest. ~Use the trash cans to dispose of your toilet paper to help their ecosystem. There aren’t signs in each bathroom, but this is what you are supposed to do. It’s hard to get used to, for sure. ~Rent a car! It’s generally cheaper than airport transport and the other side of the island is beautiful (they did an excursion there, so make sure you go!). If you do choose to rent a car for a day, let the staff help you plan it. We tried to rent through a local service ourselves and we got a car so bad that it wouldn’t go into gear. Trust the staff there! They’re amazing! ~Don't worry about the road. I was initially concerned about this because it runs between the hotels and the water. It wasn’t an issue at all! There are very few cars and it’s really a short walk. ~The rooms are very comfortable and it’s so nice to sit on the patio in the morning and listen to the birds. The morning basket of coffee, muffins, and OJ is a lovely start to the day. Housekeeping always did a great job with our room. It did run a bit warm because of the humidity. ~Plan your dinners. All restaurants aren’t open every night, so look at the schedule and plan accordingly. We nearly missed Peninsula, which would have been a shame! Can you tell I loved my vacation? I hope so! I can’t wait to go back! TRIPADVISOR.COM USER 

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