Isla Mujeres Palace

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 1897 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Disappointed, rather vacation without the inclusive price if staying here on the island

    Reviewed by Clellen() on Mar 05, 2021

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Food was poor, drinks were not good, and the beach is good here but the public beaches are better. The food we sent back was sub par most of the time. Beer poured from stale 40oz bottles. Margaritas and drink made with cheap liquor unless otherwise ordered. We spent extra resort credit for meals we had to send back. Over cooked shrimp and lobster (rc$$$$) sent back and ate the pizza because anything else was crappy. For over $2400 all inclusive fee, we would expect better. Also, don't bother with the spa, awful. Don't try room service, yuck. Soggy fries. Most personal are nice nd doing their best, bit the company is failing.

    Wolfe- Evans getaway

    Reviewed by Explore553621() on Feb 07, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    The palace has a relaxed yet refined atmosphere. Staff is excellent- professional and friendly! The food and drinks are very good. We’d especially like to thank Juan and Wilma for the excellently cheerful service and great recommendations every single morning at breakfast!! Andy for keeping our mini bar in check- you’re awesome! Fermin - you made Micheal and I feel special ??. Lulu - you’re one sweet lady. Carmen, your massage literally fixed my upper back- bless you! Alejandro and Edy make perfect cocktails!! The grounds are well maintained with beautiful views. We would highly recommend this resort all around for comfort, attention, deliciousness and affordability. We will definitely be returning to this intimate gem. Xo

    PALACE Isla Mujeres

    Reviewed by Cathy A(Boyertown, Pennsylvania, United States) on Feb 03, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Joe and I had a fantastic stay at Palace Isla Mujeres. Services were out of this world. Thank you to Fermin our DC,Daynela, Natividad,Carmen,Macedonio, Juan and Wilma and so many more. Until next time!

    Almost perfection.

    Reviewed by UMNgrad97(Farmington, Minnesota) on Jan 23, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My husband and I, along with my parents, stayed at Isla Mujeres Palace (IMP) November 14-21st. Our stay was in celebration of my parents’ 50th wedding anniversary, as well as my husband’s and my birthdays. This was our 3rd stay at IMP within the past 2 years. 95% of our stay was fantastic, but the other 5% was very disappointing, especially because it could have been avoided. Here is how it went down. So, we left for Mexico on my birthday. The day did not start out the best as our taxi never arrived to take us to the airport, so we had to scramble to find alternate transportation. Thankfully, we got there in time and our flight to Mexico was great. Getting through customs was a breeze, which was quite a relief considering all though COVID-19 protocols in place. My husband and I are Palace members, so our transportation to/from the airport is included with our reservation (although my parents had to pay). Our driver arrived promptly, and we were on our way quickly. And I mean QUICKLY as he drove like a bat out of hell. This was my husband’s and my 17th visit to Mexico, so this style of driving was not new to us, although he was a bit more “efficient” a driver than we had previously experienced. While making our way to the marina, the driver stopped at one point to speak to someone who had been walking along the road. Although we speak only a little Spanish, it was evident our driver was asking for directions to the marina. I was already feeling “salty” about our taxi issues back home, so this made me a bit nervous. Clearly the taxi “gods” had it out for me that day because it just went south from there. Our driver ended up taking us to a private, guarded & gated entrance to a marina/pier in Puerto Juarez that we had never been to. He did not speak English and we speak little Spanish. So, he ended up finding someone at the pier who spoke English. The gentleman asked if there was someone WE could call to find out where our boat was. Umm…. No. How about telling our driver to call his dispatcher? Shouldn’t they know? That did not seem to be a reasonable answer to them. I was so flustered because I knew we were now going to miss out pick up time, that all I could think to do was hand him the transportation confirmation paperwork provided by Palace and hope there was a # on there. The gentleman took the paperwork and went back to the guard booth. During the lengthy time he was away, I started to panic as I had no idea what we were going to do if they could not figure it out and we missed our boat. (In hindsight, I can see that the situation was not dire as we could have easily had the driver bring us to the main ferry terminal and have Palace reimburse us later. However, in that moment, I was so frustrated and upset that I could not think clearly.) When the gentleman eventually came back, he, thankfully, had figured out where we needed to be. Apparently, the driver took us to the wrong gate of the marina. However, they knew where the catamaran was, so rather than trying to explain where to go to the driver, the security guards were kind enough to drive us to the dock using their golf carts. The catamaran ride itself was enjoyable, as the “Islander’s” captain and his first mate were friendly people. I was finally able to relax with the hope that our travel frustrations were now behind us. Oh, if only. When we arrived at the resort, the bellhop brought us directly to the front desk for check in. Aside from our COVID concerns, my only concern prior to our arrival was whether they would get our room assignments correct because Palace gets them wrong on a regular basis, regardless of the resort. When we booked, I specifically requested ocean view (or partial ocean view) rooms, preferably on the second floor. I even sent follow up emails reminding them of them of this. It was my parents’ first visit to IMP and so I wanted to make sure they had a wonderful room for their 50th anniversary celebration. I also wanted to make sure my husband & I had a nice view too, since we come to Mexico to see the ocean, not a pool. Since the resort was only 35% occupied, I really did not think these requests would be a problem. Although my husband & I were assigned a nice room with a partial ocean view (on the 1st floor), my parents were assigned a “pool view” room that partially overlooked the pool and faced a wall. Clearly, not ideal. I asked the desk clerk if my parents could be moved to a room with at least a partial ocean view. They said it would cost $200. I explained that they did not need a concierge level room (i.e., full ocean view) which normally costs $200 more, but that a partial view would be fine. They said it was still a $200 upgrade fee. I was floored. As members, we have NEVER had to pay for a partial ocean view at IMP unless we wanted to upgrade to a concierge (or higher) grade room. The clerk said it was because we used a promo discount for the second room reservation, so any view beyond a pool view would incur an additional fee. I was highly displeased to say the least, because as members are supposed to get the best rooms/views. Regardless of that fact, the hotel was only 35% occupied so it is not like there was not a room available. They refused to budge on the $200, so we offered to switch rooms with my parents instead. Having seen that my birthday was turning into a bust, my dad declined and instead chose to pay the $200 so he & my mom could have a decent view. The other thing that bothered me at check in was that when I reminded them that it was my parents’ anniversary trip (and that it was our birthday week) and that I had previously asked if they could have something nice waiting for my parents in their room (e.g., balloons, flowers, a small treat) they seemed surprised. (This is not an unusual request as Palace does this type of thing for guests quite regularly… although apparently not for us.) There was nothing waiting for my parents… or for us. Contrary to how it might sound, I am not high maintenance. I just wanted this trip to be special for my parents (and us too), so I made what I thought were reasonable requests when we booked and was not informed that they were otherwise. To find out none of my requests had been met made an already frustrating day worse. Thankfully, the rest of the trip (except for the return transportation… more on that later) was fabulous. Alejandra (Front Desk/Public Relations Manager) and Pilar (Concierge/Member Services) had heard about the difficulties we had experienced our first day and apologized for them that evening. Both reassured me they would do everything they could to make the rest of our stay truly spectacular. And they lived up to their promises! When I had spoken to Alejandra that evening about arranging something special for my parents, unbeknownst to me, my husband had been speaking to the Aurora staff about my birthday. The entire restaurant staff surprised me at dinner with a birthday serenade and a cake. I burst into tears… happy tears! They also sent some chocolate truffles to our room. It was lovely. The next night, Alejandra arranged a special romantic belated anniversary dinner for my parents in the restaurant, which my parents said was fantastic. The staff also surprised my parents with treats in the room and anniversary themed decorations later in the week. At some point we must have mentioned that we had just celebrated our 15th anniversary because they surprised us with roses and a rose petal message on our bed, as well as more treats throughout the week. It was so thoughtful. And on our last evening there, they surprised my husband with a birthday cake and birthday serenade, since his birthday was the following week. Honestly, I cannot say enough about how appreciative we were of all the little things Alejandra and Pilar arranged to make our trip amazing. They each checked in on us daily to see how things were going and whether there was anything they could do to make our stay even more pleasant. They really made our first day a distant memory and the rest of the trip unforgettable! Aside from Alejandra and Pilar, the rest of the staff was also 5-star, as usual. It is truly the personalized, intimate service at IMP that keeps us coming back. Although everyone was great, the ones that stood out for us include Mitzy and Jessica, who greeted us with a bright smile and kind word whenever we saw them. As always, Juan and Macedonio both provided exceptional service at both Aurora and the Cerveceria. No one can top Juan’s infectious smile and good cheer, and Macedonio makes you feel like you’re part of his family. Alejandro at the pool bar was also great. Not only does he make delicious drinks, but he is also a wonderful conversationalist. We really enjoyed visiting with him. Ariel at the pool was a lot of fun and did his best to engage us in the daily activities. Andy at the beach was just a delight. He seems genuinely happy to serve. In addition to those mentioned, other employees throughout the resort who made our stay truly memorable (in no particular order) include Julian, Moses, Arley, Pedro, Christian, Wilma, Natividad, Carmen, Daniela, Gabriel, Martha, Boris, Fermin, Paulo, and Hibachi Chef Christian. Although the facilities themselves are starting to show their age, the resort is kept immaculately clean. The staff works incredibly hard to make everything shine like new. I am hopeful that IMP is up next for a renovation, because we have been to the newly remodeled Playacar Palace and Sun Palace, and they are amazing. Plus, it would be nice to see a full service spa on site. So much space at IMP is wasted for conference rooms that could be used for a spa… or more ocean view rooms. The food at IMP is particularly good, although a little more variety would be appreciated. (I am fussy, so maybe that is just me.) The location is nice, although the neighboring resort (to the east) is looking a bit run down. It would be nice if IMP could build a taller wall to block the entire view of it. While the beach itself is nice, the water is weedy. It would be great if they could clear that a bit to make it a more enjoyable swim area. One thing that annoyed us about the beach was how much beach seating was reserved for Diamond, Concierge, and Residence level members. Not only were they the only groups who could use the cabanas, but they also had exclusive use of the entire beach area near the Cerveceria. Thankfully, occupancy was low, so we had no issue getting a seat in the non-reserved areas. However, the non-reserved seating is next to the smoking section of the beach. Blech. When our last day at IMP finally arrived, we were sad to leave. Other than our first day’s woes, the rest of the stay had been one of our best trips ever. Our time at the resort ended on a truly touching note. Not only did we receive hugs and kind sentiments from Alejandra, Pilar, Juan, Macedonio & Mitzy, but we also received a sendoff from the bulk of the staff as they lined up along the walkway to wave us goodbye. (Granted, I think this formal procession was more for the Diamond members who were leaving at the same time, but it was still lovely, and I am going to pretend it truly was meant for us.) The catamaran ride back was a little rough, but the captain and his first mate made it fun and relaxing. They really are a wonderful team. I was feeling so much better about the return home, especially since Alejandra had stated she reserved a private vehicle to take us from the catamaran to the airport this time around. Well, the taxi “gods” were at it again, because although the Diamond members’ shuttle arrived at the pier right away, ours did not. To I say I was perturbed is an understatement. Thankfully, the boat captain knew what happened the week prior and made calls to find out where our driver was. Turns out, he went to the main ferry terminal in Cancun in error. The captain stayed in contact with the driver until he arrived at our location and stayed with us until we were safely in the vehicle. I wish I could remember the captain’s name as he was so kind and helpful. I think I blocked it out due to PTSD (post taxi stress disorder). Truly, I want to give IMP a 5-star rating so badly, if only because Alejandra, Pilar and the staff worked so hard to make our stay memorable… in a positive way. While I will not hold the transportation issues against Palace specifically, the room reservation issue and lack of pre-prep for our special occasions is what us holding me back from a 5. If everything had been as we requested, this would have been 5-stars without hesitation. I am not sure when we will be able to make it back to IMP, but we WILL be back. We love the resort and the staff and cannot wait to return.

    Amazing Getaway

    Reviewed by AmandaW2258(Harrisburg, Pennsylvania) on Jan 18, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This resort is much smaller than most of the resorts we've been to but it is very nice. The entire resort team delivers top notch service! I work in the hotel/hospitality industry so many times I notice details that others may not. COVID-19 Precautions: All team members wear masks. There are hand sanitizing stations throughout the resort. When entering the resort, restaurants, taxis.. really everywhere... someone is standing by offering hand sanitizer. Your television will tell you all of the deep cleaning protocols the housekeeping teams takes to make sure your rooms are cleaned properly. Even to the point of utilizing Electrostatic machines in every room prior to your arrival. The Mattresses are absolutely wonderful! Soo comfortable! I'd love to know what brand these are and where I can buy them! I want one for my home (I did pull the mattress topper off trying to find the mattress label but wasn't successful). Anyone that can answer this it would be greatly appreciated. The food was at or above average for AI resorts. Understand going in that buffets are a thing of the past (or at least while we live in a COVID world). Ala Carte is the new buffet. Service was speedy and efficient with all food outlets. The brick oven pizzas by the pool were excellent! The hibachi night (Monday & Friday) was great! Evening entertainment at this resort is very minimal, but they did have an excellent fire show one evening and a magician another night. Entertainment the other nights was typically a single musician playing acoustic in the main restaurant area. Andy at the pool bar was Amazing!! He kept our drinks full all week long! The entire team at the pool bar was great! The resort has paddle boats available for use and kayaks. I had my own snorkel equipment so I can't answer if they had those for use, but I'm sure they did. Snorkeling by the pier is great! You will need to swim a bit to get to it... or wear water shoes as the ocean bottom is rocky near the pier. Rent a Golf Cart & tour the island! Highly recommend. We rented one for a day (24 hours) and had a great time... I actually wish we had rented it for 2 days because there was so much more I wanted to see and explore. The Spa/Resort Credits: I think the only negative comment I have is the price of a massage & the ability to use the resort credits towards a massage. Let's be real, redeeming resort credits anywhere is typically a joke. But $245 USD for a massage? That is insane. We did utilize resort credits for a hollistic massage, the ladies were very nice and professional. We were given some kind of tea and cookies prior to the massage. The team at this resort goes above and beyond for their guests. They are happy to have tourists again. Many of the other guests that we chatted with had visited this resort before. Traveling to Mexico right now is a piece of cake, at least from the United States. From the airports, airlines, resorts & transport drivers, everyone has a heightened awareness of cleanliness. Be smart, be safe and use common sense. Thank You Palace Team for a wonderful trip!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-3