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at the The Explorean Cozumel by Fiesta Americana
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Oct 27th, 2020
I usually wait until the vacation is over to write a review but we’re so impressed with the way the staff at the Explorean and Fiesta Americana handled Hurricane Zeta, I decided to write one now. First let me say our trip pre hurricane was fabulous. Outstanding food and service at both resorts (this is our 4th time here and the service is why we keep coming back), Eduardo and Juan are the best bartenders and,as always, Aaron is our favorite server at the beach. Which brings me to the hurricane...yesterday morning this place sprang into action. Renata gave us all the information we needed to keep us safe and well informed about all the precautions being taken. We were moved to a room at the Fiesta Americana for the night since the Explorean is surrounded by trees and would be more susceptible to high winds. Since we couldn’t leave our rooms during the storm the hotel staff brought us breakfast, lunch and dinner. And this morning they are working tirelessly to get everything back to normal. No one got upset or panicked and we never didn’t feel completely safe. We have loved these resorts since our first stay and love it even more now after the outstanding way they handled this crisis! TRIPADVISOR.COM USER
Activities, people, cleanliness, etc.
Oct 25th, 2020
We are really enjoying the Explorean. First, the activities are included and are great fun trips. The boat trip (snorkeling, lunch, "El Cielo") was so much fun we went twice. Reuben on our first trip and Renata on our second trip were both wonderful, knowledgeable, and helpful. The bicycle trip to the cenote was cool too. Paddle boarding was difficult due to bumpy ocean currents but we liked it anyway. We are also very pleased and impressed with the extraordinary efforts made by the staff for cleanliness. It is a small inconvenience for the security of being safe and healthy. We are here for 5 nights and then staying at the Fiesta Americana for 4 more nights. Great vacation during these trying times all over the world. The food is outstanding, as well as the friendliness of all of the staff. Roberto made the best drinks for us! The weather is wonderful - moist, clean air with occasional sun shower keeps us cool and comfortable. We are meeting very nice people from all over the world. TRIPADVISOR.COM USER
Oct 17th, 2020
Loved this place! Extremely quiet. Excellent service. Roberto at the bar was absolutely amazing (and made fabulous drinks). All the staff were friendly and accommodating. The room was spacious. However, there not much bathroom privacy. Overall would recommend for a perfect get away. We will be back. TRIPADVISOR.COM USER
Sep 14th, 2020
We highly recommend staying at this location! The activity staff (Renata,Vega,Edgar,Ruben and Samuel) are phenomenal! Their hospitality & coordination of the activities were superb! Can't wait to go back! TRIPADVISOR.COM USER
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
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