The park is nice and our server was awesome andres. But we got hurt on the slide my son did we fell out of the tube and he injured his leg and toe I hurt my knees and my elbows. We told the server we were heading to the beach he said to leave our stuff so we did we left for about a hour came back all of our stuff was GONE. They only found 2 tank tops….. then walked us out of the park I asked to be comped for my belongings over 100$ for of clothes and shoes. I asked for a ride back to the port because now at this point we’re late because it took them a while to check lost and found they told me no rushed me in a taxi and we left. Bar service was great food was not authentic Mexican food and other than service staff I was not thrilled in my experience. After spending 120$ to get to and from the port and 300$ on tickets and the tip we left I feel as if service from management hold have been better.
事業者からの返答
Dear justeanm2026
Thank you for sharing your experience. While we are pleased to hear that you enjoyed the park and that Andres provided excellent service, we are very sorry to learn about the accident on the slide and the loss of your personal belongings during your visit.
We understand how frustrating and disappointing it must have been to deal with these situations, especially after reporting the incident and seeking assistance. We regret that the response you received did not meet your expectations and apologize for any inconvenience caused during the follow-up process.
We appreciate your kind words about our service staff and bar service. At the same time, your comments regarding guest support, food offerings, and overall management response have been shared with our leadership team for review.
Thank you for bringing these concerns to our attention. We value your feedback and will use it to continue improving our guest experience.
Best regards
F
fellowsalicia
September 12, 2026
Beautiful, relaxing and fun
Here’s a cleaner, polished version that keeps your experience balanced and fair:
We loved the resort, the service, and the convenience of having so many activities available in one place. I also really enjoyed the VIP package overall. The snorkeling tour to El Cielo was a highlight—it was absolutely beautiful! Overall, this is definitely a place I would visit again.
There are two reasons for my four-star rating.
First, transportation. We were visiting from a cruise, but I chose to purchase our package separately and directly through the operator so we could have access to all the different activities. We took a cab from the cruise port to the resort, and with tip, it was about $40 each way. That felt a little steep. I would love to see the resort offer a shuttle or negotiate a set transportation rate for cruise passengers who book directly. A more affordable transportation option would make the overall experience even better.
The main reason for my four-star rating, however, was an incident on the water slide. My husband and I went down together on a double inner tube, and unfortunately, the tube tipped over. I got pretty banged up. Thankfully, nothing appears to be seriously injured, but I bruised the side of my head, chin, elbow, and shoulder, and cracked my toenail about halfway down the middle. It definitely shook me up.
I’m not sure whether this happens often or whether it was simply user or operator error, but if I went again, I would probably choose to ride alone rather than on a double tube. If you decide to try the slide, just be careful.
Despite that experience, we really enjoyed the resort and El Cielo. It’s a beautiful place with a lot to offer, and I would absolutely consider returning.
I kept the slide portion factual without placing blame since you’re not sure what caused the tube to tip.
事業者からの返答
Thank you for sharing such an honest and balanced review of your experience. 🌊
We're thrilled to hear you loved the resort, the service, and the convenience of having so many activities available in one place, and that you enjoyed the VIP package overall. We're also glad the snorkeling tour to El Cielo was such a highlight of your visit.
We understand your comment about transportation; we know $40 USD each way can feel steep, and we're taking your suggestion about offering a shuttle or a preferred rate for cruise passengers booking directly into account—it's an idea we'd like to evaluate with the relevant team.
We're deeply concerned about what you describe regarding the incident on the water slide; we're truly sorry the double tube tipped over and that you ended up with bruising on your head, chin, elbow, shoulder, and a cracked toenail. We appreciate your honesty in sharing this without assuming the cause upfront, and we want to review this internally with our safety and slide operations team to understand what may have happened and make sure the experience is safe for everyone, whether on a single or double tube.
We'd love to follow up with you personally about this incident, so please reach out to us via private message with the date of your visit so we can address it properly.
Thank you for saying that despite this you'd consider returning; we take your wellbeing and that of all our visitors very seriously. 🏖️
C
cheermum42
September 10, 2026
Don't waste your money
I booked this package because I was looking forward to the lazy river but when I got there it was closed I was quite upset because it cost me $35 each way for the taxi and all I was able to do was go in the water I don't do water slides. I feel that they should have had it put on their website and they should have emailed me to let me know and give me the option of cancelling. After speaking the money for the taxi I was not about to cancel, but next time it's me Sancho's at least I have options for pool or ocean and the food choices are much better at Mr Sancho's at kuzos they only had me Mexican. Never again will I go there.
事業者からの返答
Dear cheermum42
Thank you for sharing your feedback. We sincerely apologize for the disappointment caused by the closure of the Lazy River during your visit. We understand your frustration, especially after arranging transportation and looking forward to enjoying this attraction.
We agree that clear communication regarding attraction availability is important, and we appreciate your comments about advance notifications and booking information. Your feedback has been shared with the appropriate team for review.
We are also sorry that our food offerings did not meet your expectations. We value your comments as they help us identify opportunities for improvement.
Thank you for taking the time to let us know about your experience.
Best regards
7
780ashlyng
September 9, 2026
KUZÁ water park and beach
Overall we had an amazing time especially compared to other beach options we have done before. We did the water park and beach and booked a month before we came. We had a few complaints, first the lazy river wasn’t open at all and that was the whole reason we booked the water park. Without the lazy river it’s if it a few slides. Never the less we had fun there. The food at the water park was slightly different from the beach and it was really good for us. We had also heard the drinks were bad but we loved the frozen drinks! The beach was amazing! There was no seaweed and minimal rocks and surprisingly to us there was a small reef and lots of fish and even lobster to see! One other caveat we had was we were told by the ticket lady we would get one water sport with our full experience pass whether it was storming, zip line, kayaking or jet ski. We really wanted to snorkel and come to find out it was actually an additional charge of $70 per person. We also tried to jet ski and it was also additional so not sure why they told us that. We wouldn’t of even minded not doing them if they didn’t already get us excited to do those activities. We arrived first thing in the morning and were the only people at the water park for at least 30 minutes which was nice. If you love a more secluded less people beach experience definitely go here! Unlike paradise there were very few people. Both water park and beach were pretty empty even with many boats in port. Overall we had a great time and especially for the price we would for sure book again!
事業者からの返答
Thank you for sharing such a detailed and honest review of your experience. 🌊
We're thrilled to hear that, overall, you had an amazing time, especially compared to other beach options you've tried before. We're so glad you found the beach beautiful, with no seaweed, minimal rocks, and even a small reef with fish and lobster to see—and how nice that you got to enjoy that quiet, arriving early with hardly anyone at the water park!
That said, we're truly sorry the lazy river wasn't available during your visit, especially since it was the main reason you booked the water park; we understand that without that attraction the offering felt more limited, though we appreciate that you still found ways to have fun. We're also taking very seriously the confusion around the "Full Experience" pass regarding included water activities; we understand the frustration of being told snorkeling or jet skiing would be included, only to find an additional $70 USD per person charge. This doesn't reflect the clarity we aim to offer at the time of ticket sales, and we'd like to review this directly with the ticketing team to correct that information.
We're glad the food and frozen drinks exceeded your expectations, especially after hearing less favorable comments beforehand.
We'd love to follow up on the points about the lazy river and the confusion around included activities, so please feel free to reach out to us via private message with the date of your visit.
Thank you for saying you'd book again for the price! We hope to welcome you back soon, with the lazy river running and much clearer information about activities. 🏖️
C
C6820HGrichardf
September 7, 2026
Great beach and facilities. Lousy food.
Kuza beach club is very well maintained and beautiful. The beach is nice and there are plenty of beach chairs, umbrellas, and natural shade from trees. The tram service from the entrance to the beach is efficient and easy to use. We found the employees to be nice and professional. No one was hustling us or hard-selling anything.
Our only real complaint is the food. We were looking forward to an authentic Mayan-Mexican food experience. What we got was less appetizing than a frozen dinner.
事業者からの返答
Dear C6820HGrichardf
Thank you for your kind comments about our beautiful beach, well-maintained facilities, and the service provided by our team. We are delighted to know that you enjoyed the beach atmosphere, the available seating and shade, as well as the convenience of our tram service.
We are sorry, however, that the food did not meet your expectations. We understand your disappointment, especially when looking forward to an authentic Mayan-Mexican culinary experience. Your feedback has been shared with our culinary team as we continuously work to improve the quality and variety of our offerings.
We appreciate your visit and hope to welcome you back in the future for an even better experience.
Best regards
W
wendytA6625KD
September 4, 2026
Bad service.
The food is very bad, they promote many restaurants at the ticket office and in the end it only includes one for you, the waiters are super annoying, the only redeeming thing was the bartender Alex, who was super attentive; for what you pay, you imagine different treatment compared to the other parks in the RM, the attractions have nothing to do with what they advertise on social media, I would not return, there are better places, only the beach is very cool.
事業者からの返答
Estimada wendytA6625KD
Gracias por tomarse el tiempo de compartir su experiencia con nosotros. Lamentamos saber que algunos aspectos de su visita no estuvieron a la altura de sus expectativas.
Nos apena conocer sus comentarios sobre la calidad de los alimentos, la información recibida sobre las opciones gastronómicas incluidas y la atención brindada por parte de algunos miembros de nuestro equipo. Sus observaciones son muy valiosas y serán compartidas con las áreas correspondientes para revisar nuestros procesos y oportunidades de mejora.
Por otra parte, nos alegra saber que disfrutó de nuestra playa y que la atención de Alex destacó positivamente durante su visita. Con gusto haremos llegar su reconocimiento; comentarios como el suyo son una gran motivación para nuestro personal.
Agradecemos sinceramente sus comentarios, ya que nos ayudan a seguir trabajando para ofrecer experiencias que cumplan con las expectativas de nuestros visitantes. Esperamos tener la oportunidad de recibirla nuevamente en el futuro y brindarle una experiencia mucho más satisfactoria.
Saludos Cordiales
R
randycslaw
September 1, 2026
Beautiful but caution long unnecessary walk
The beach itself is beautiful. Service was pleasant .
The walk is ridiculous.
First everyone and mean the entire bus load were not happy with the walk to and from the drop off and pick up to the beach. They do have accommodation for those who cant walk that said there is zero reason a tram can not take people directly to the beach . In hot weather no one wants to climb 25 steps and walk a long path to the beach. Then down 25 syeps just to do it again
There is a drivable path charge bit more and transport.
事業者からの返答
Thank you for sharing your experience with us. We're glad to hear you found the beach beautiful and the service pleasant.
That said, we're taking your comment about the walk to and from the drop-off and pick-up point seriously; we understand the frustration of the entire bus load, especially in hot weather and having to climb up and down 25 steps each way. We appreciate you acknowledging that accommodations exist for those who can't walk that distance, but we agree that a tram taking people directly to the beach would be a meaningful improvement for all visitors, not just those who need it for mobility reasons.
We'd like to evaluate this with our operations team, as it's a point that affects the overall experience of the day, especially in such hot weather.
Thank you for your honesty and for the suggestion about the drivable path; we're taking it into account for future improvements.
R
rachellec501
August 23, 2026
First and last time , horrible
Horrible 😔.
Flies on the food
Not everything was included
No wifi
Drinks were horrible
No lazy river
事業者からの返答
Thank you for sharing your experience with us. We're deeply sorry you found it horrible and that several aspects didn't meet your expectations.
We're very concerned to read about the flies on the food; this represents a hygiene issue we take with full seriousness and will escalate immediately to our kitchen and quality control team. We're also sorry that not everything was included as expected, that there was no WiFi available, that the drinks didn't meet the quality standard, and that the lazy river wasn't available during your visit.
We'd love to follow up more closely on each of these points, so please feel free to reach out to us via private message sup-calidad@kuzapark.com with the date of your visit so we can investigate thoroughly.
Thank you for your honesty; it helps us identify and correct these issues as soon as possible.
E
E6662XGchristinep
August 23, 2026
Great time.
Great experience. Beautiful beach. Food was pretty good and drinks just kept coming. Cesar our bartender was great. Fast and friendly. Water park was a bit disappointing because only 2 slides were working and the lazy river was closed.
事業者からの返答
Thank you so much for sharing your experience with us! 🌊
We're thrilled to hear you found the beach beautiful, that the food was pretty good, and that the drinks kept coming. We also love reading about Cesar, our bartender; being fast and friendly is exactly the kind of attentiveness we aim to offer on every visit.
We're sorry the water park was a bit disappointing, especially finding only 2 slides working and the lazy river closed; we're taking this seriously to review it with our maintenance team and ensure the best possible availability of the attractions.
Thank you for your trust! We hope to welcome you back again soon, with the water park running at full capacity. 🏖️
J
Jerrid322
August 21, 2026
The Best Day-Pass Resort on the Island!
Kuzá is a relatively new day resort in Cozumel. I have been to every other similar day pass resort on the island over the years and I can say without a doubt, the value for money is here! We had the "Kuzá Full Experience" which included the beach access with umbrella and sun chairs, Unlimited drinks (and not watered down!), full buffet lunch and snacks, the beautiful water park as well as the huge Lagoon pools with swim-up bar, and also the ZIP lines as well as water activities such as snorkeling and kayaks. All this for only $8 dollars more per person than Mr. Sanchos with MUCH MORE included! 100% recommended! We will be back for sure!
事業者からの返答
Thank you so much for sharing such a detailed and valuable comparison with us! 🌊
It fills us with pride to know that, after visiting every other day pass resort on the island over the years, you feel this is truly where the best value for money is found. We're thrilled you fully enjoyed the Kuzá Full Experience: beach access with umbrellas and sun chairs, unlimited drinks that weren't watered down, full buffet lunch and snacks, the beautiful water park, the lagoon-style pools with swim-up bar, and the zip lines, snorkeling, and kayak activities.
That price comparison against other island options, with everything included, is exactly the kind of value we aim to offer every visitor.
Thank you for your 100% recommendation and for saying you'll definitely be back! We hope to welcome you back again soon to keep proving the full experience is worth every penny. 🏖️
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