TripAdvisor Traveler Rating

Had a girls trip and had a great time! The Asian restaurant was our favorite. Not only was the food great but the service couldn’t have been better. Paschal was the waiter and made us feel like the only people in the restaurant. Very attentive and remembered us from a previous trip. The maitre D Jesus Blanco was also great. Stopping by the table making sure everything was perfect which it was. Can’t wait to go back!!!!!

Went for one week with my daughters to Beach Palace and what an amazing time we all had.Best waiter we’ve ever had of all years we’ve been going to Palace resorts was Pascual in the asian restaurant. Even the maître day of the Asian restaurant Jesus Blanco was hands on with everybody couldn’t do enough to make your dining experience the best. We have come home and rebooked for May. can’t wait. The resort over all was clean, rooms lovely with large balconies. Food very good in every restaurant there’s something for everyone on the menus.

Our stay at beach palace cancun was truly enjoyable, and we were impressed with several aspects of the hotel. Food & Drinks: The variety of food was excellent, with multiple international restaurants offering a refined dining experience. The quality was top-notch, especially in the international restaurant, where everything was fresh and flavorful. The fresh juice was a delight, and the freshly made pizza was a hit. Location & Amenities: The hotel's location is amazing, with easy access to a beautiful beach and a pristine pool area. The cleanliness of the facilities was commendable, adding to the overall comfort of our stay. Entertainment: The animation team did a fantastic job, keeping the atmosphere lively and entertaining throughout our visit. Overall: the hotel exceeded our expectations with its food variety, stunning location, and excellent service. It was a wonderful stay, and we would gladly return.

Very well run resort with a lot of great staff and services. We were treated five star from the moment we pulled up the valet until the time we boarded our taxi to the airport. The staff helped us feel very welcome and treated us very well. Management is doing well in the hiring department for sure. We are a family of five with three teenagers and we all had a blast!

This stay was truly a mixed bag of experiences, both bad and good. We paid for the rooms 5 months ago, and purchased rooms at elite level. We arrived New Years Eve in the afternoon, close to 4 PM. The hotel desk person informed us that they did not have the room we reserved (a Superior Deluxe Ocean View two bed room), and could not even put us on the same floor as our kids and grandkids. Instead we were given a first floor room (really run down, no slippers, broken outside sliding door lock (unsafe) on a floor that flat roof was just off balcony, allowing anyone who stepped over their balcony to come to ours and get access. We didn't even notice we didn't get slippers in the room until we got moved to another room and saw they provided them. The desk guy promised we could get a new room with two beds the next day, but would have to check out by noon, store bags until 3 PM at the latest, and then get on the floor with the kids in a two bed room. We wanted the 2 beds because we frequently take one, or both grandkids overnight. Our kids room did not have the crib reserved on their reservation, also paid for 5 months in advance. The excuse was; 'It is new years eve, we are full, we do not have a crib available. They got one a day later, but spent the night up with a 2 year old who could not be contained in a crib. The next day we checked out at noon and stored our bags in the kids room. At checkout we went through the arrangements with the front desk, and were told by Mellena they would have a room available by 4 or 4:30 PM. I let her know the previous desk person promised we would have the room by 3 PM (checkin time), and she went into a call center style verbiage of how they had to get the people checked out, have housekeeping service the room to turn it over, etc. It was borderline condescending, but I get that the 'language barrier' can make things seem a bit different than intended. The crux? Mellena actually stated in her verbiage that the people checking in that day had PRIORITY over us getting our room! I explained that I had spent over 3 decades in full time travel work, staying in hotels all over the world, and was acutely aware of every facet of the process of hotels turning rooms with housekeeping, and that while I understood this took time, the idea that we were not given priority in that room transfer over new check ins, did NOT make any sense. I told her in firm terms that this was NOT acceptable. We were ALREADY in the hotel, checked involuntarily into room that was NOT what we reserved, WE should get the priority over ALL new checkins. She started giving me the same (nearly word for word) verbiage about the process of turning the rooms. I carefully explained I had no issue with reasonable turnover time, but that my objection was giving new checkins priority over existing guests who's original reservation parameters had not been honored. She once again started into her canned verbiage about turnover. It became clear she was a clueless bot and I asked for a manger. She assertively stated she WAS the manager, and I asked for the general manager or the owner. I wasn't yelling or cursing, but I am sure it was apparent I was very angry at this point. She finally relented and said we would be given the priority over new checkins, but once again launched into her room turning verbiage. She said they would call us when the room was ready, and we verified they had the right phone number. It became clear she was not properly trained as a desk person, much less a manager. My wife started checking with them at the desk after 2:30 PM. A bit after 3PM when she was at the desk again, they said they had the room and she came to get me. They had not called to notify us, but we eagerly took the room on the same floor as our kids, and were thrilled to find it was they adjoining room! This of course, made the rest of the stay infinitely better! We did find the air conditioning was not working in the new room, and the refrigerator was not working either. One call to the operator, and the repair person (very nice young woman) was there in less than 20 minutes. She fixed the air conditioning quickly and ordered a mini bar fridge replacement (it was frozen up completely on back and would not cool inside). It came less than a half hour later. All in all, we were very pleased with the service staff responses to everything. We did have issues the first couple days getting towels and wash clothes daily, but two days after the new years rush, they caught up. The older maid we had the last 4 days, although she did not speak english, was VERY good! My son in-law's mother had made us all reservations for the new year's eve banquet weeks before, and we arrived on time for seating. It was arguably a huge crowd to serve, but the service for the meal took over two hours. It took a half hour just to get water to take a pill. The meal service people were generally all staying busy (not enough people), but by the time they got meal courses to us, many of the dishes were cold. My wife went next door to the buffet and got small plates of pasta for our small grand children, who had waited nearly an hour for anything but bread. After the main course (tough small lobster tail with very strange seasoning, and a small rare cut of beef) was delivered cold, we ate a few bites and left well before desert. It was two hours after we were seated. Our reserved meals at specialty restaurants at the hotel (with dress codes) were all over two hour service. Most were at least hot food, but it became apparent that they were very short staffed for the high season, and many times the dishes were mediocre as a result (little quality control over chefs). The breakfast buffet was very good, and had a superb egg lady at the grill, but the bulk prepared scrambled eggs at the buffet, which were good for the first 2 days, were so salty on the last 4 days, that they were inedible. These are the kinds of things that indicate to me there is not one supervising (and test tasting) the food production. The pools were good. The beach was great! The spa was very good, although it would be nice to allow more of the 'resort credits' to be used at the spa. The gift shop lady was great, and the bell staff was very good. The bartenders varied wildly in experience and quality of drinks. We found one (Zacherious) in the sports bar that was exemplary, and a nice guy to boot. Second day there, he recalled my name! Most all of the ground level workers serving guests were very hard working and paying attention, but my take is this giant hotel can't get enough well trained staff for high season. Having competent managers at mid level would be a big help. We have stayed at several Palace properties in Cancun over the years, this one is supposedly the biggest and best. With the exception of having more restaurants and selections at the buffet, I think the service at the smaller ones was more consistent.