TripAdvisor Traveler Rating

Cozumel Palace continues to be our favorite vacation destination! The staff are so incredibly attuned to us not just as guest, but as individuals. Our children feel known and cared for, and my wife, parents, and I also feel the same. At each and every interaction, there is a genuine care from the staff, and it is apparent that they take pride in knowing their guests so well. It is a family friendly spot with plenty to do at the resort and on the island. Hospitality is not strong enough of a word to describe their customer service. Staff consistently say, “Bienvenido a casa” (Welcome home) when you return for another stay, and it truly does feel like home away from home. Get ready to enjoy an absolutely marvelous vacation when you visit Cozumel Palace :-) We cannot wait for our next opportunity to visit!

Amazing experience. Staff is very professional and friendly. Facilities are high quality and modern. Excursions are very enjoyable, staff is knowledgeable, professional and we felt very secure/safe. Will return any time we can. Ps. The snorkeling is so wonderful! Right at the patio pool area…no traveling needed. Hours and days of enjoyable outdoor snorkeling ??

Vacation Planning services are the worst customer service people I have ever dealt with. Specifically, Darwin and Isabel, we had an issue with our dive trip, and they refused to be customer service oriented. Instead, Isabel kept repeating herself saying that they did not receive my request 24 hrs in advance to change my dive. I spent over 4K with them in diving for 5 days for my family and they refused to acknowledge that they made a mistake in my verbal cancellation 24hrs in advance. I had to book an additional night dive in order for them not to transfer my money and not charge a cancellation fee. I told Jose and other hotel manager (can't remember name) about the situation, and they did NOTHING, nor did they get back with me about a solution. I will NEVER stay at this hotel again because of the rude people associated with Vacation Planning Services. Hotel and food were mediocre at best as well.

The best resort on the island! The staff makes a point to learn your name and remember the things you like. The service is perfect, everyone is so friendly. It is a small resort so it feels intimate. Very clean. Beds are super comfy. Momo and Gondola were our favorites. The new crepe and coffee bar is adorable and so yummy!

David with the paddle boards was a great guide! The head waiter at the Italian restaurant was awesome! Eric was a great waiter too!