Cozumel Palace reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 5.0
  • Location 4.5
  • Rooms 4.5
  • Service 5.0
  • Value 4.5

5279 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

Lovely staff, nice location, ridiculous management and rules

WilmaXX (BERKELEY) on Jun 07, 2024

We decided to give Cozumel Palace another try and wish we hadn't. The palace has one great feature--wonderful employees who have worked there for years and are warm and helpful. Their biggest problem is the rigid, ridiculous management. We were refused entry into the Gondola restaurant because the hostess claimed we were wearing flip flops and we were not. After being turned away we watched the next two women enter with open sandals and they seated. After asking for a manager they reluctantly seated us and then we noticed half the people in the restaurant were wearing flip flops, ugh. We were dressed nicely so not sure why they have this rule, nobody is looking at diners' feet. First, they claimed it was a safety issue when I pointed out that the same restaurant is used for breakfast and lunch when there is no dress code they again changed the excuse. It is ridiculous to deny entrance to some and not others especially when the restaurant is half empty. We don’t appreciate being thrown out of a restaurant so we will never again return to this rigid, ridiculous Palace hotel. It’s too bad, the location is nice but the managers especially the “public relations” staff are awful.

TripAdvisor users rated this property 5 out of 5

Wonderful family trip

John W on May 28, 2024

We love the smaller size of the resort, it was perfect for our family of 6, with children ranging from 7 to 17. We all made friends but it was large enough to have some freedom too. Yara and Fernando on the entertainment team are amazing. Yara is engaged and our son thought this was very special time. Henry says hello! Fernando is very entertaining and provided a lot of fun volleyball games. Luis in the snorkeling area was of great help. He was so friendly and helpful that even our most timid child loved his time. Luis was my favorite of all the staff. In the Mexican restaurant, Ivan is the friendliest and most engaging of the staff that we met. At guest services, Vicente was so helpful and impressed us. This was one of our first interactions and set the tone. Gabriel, the bartender, makes some great drinks. He handles crowds well with a very personal touch. At the pool bar/restaurant, Alexander was our favorite. So much so that we left him with a shark snorkel mask as a gift for his child. Kathia at the dessert bar makes some great coffees.

TripAdvisor users rated this property 5 out of 5


DIVESD (Presho, South Dakota) on May 24, 2024

Although we have visited Cozumel many times over the years, April was our first stay at Cozumel Palace. We loved the compact and casual resort with beautiful views from every window. Everyone was very friendly. Isias, a bellman, always greeted us when we returned and was very helpful with our questions. There were no wild partiers. The few children that were there were well behaved. Everything was very clean and in good condition. Our room 120 was on the first floor which we really enjoyed because it was so close to everything. We also took advantage of the large double Jacuzzi tub in the room. A disadvantage to first floor rooms is the narrow Juliet balcony. There were no chairs to sit on. The chair in the room was too big to fit on it. I always say a true measure of good customer service is what happens when you make an unusual request. I went to the front desk and asked if we could get two folding chairs. She was a little hesitant and said that she didn’t think they had any. I mentioned the chairs I had seen by the pool for the nightly entertainment. Within 15 minutes, we had two chairs on our balcony. I was thrilled! My recommendation would be that all the Juliet balconies be furnished with a couple of small chairs and maybe a small table. Another real plus is the leisurely dining in the unlimited, no reservation specialty restaurants. We tried all the restaurants. We especially enjoyed the steak at Flamingos by the pool at night. Try the ice cream with caramel corn on top. That was a new experience! During the day, this area is the snack bar with a variety of food from Pizza to hamburgers. We had an excellent waitress – Elizabeth at Bugambilias – the Mexican Restaurant. We enjoyed the Crab Chimichanga and the Tikin Xic Fish. I really liked the lasagna at the Gondola, the Italian Restaurant. My husband really enjoyed the salmon. At the breakfast buffet, Filberto and Jose were great! The fresh fruit and made to order eggs were outstanding! We stopped by the Sweet & Coffee Shop often. They have ice cream, cake, donuts, and cookies etc. They even had coconut and cotton candy ice cream. The cushioned chairs by the pool are very comfortable. We always chose ones that faced the ocean so we didn’t really miss the beach. We snorkeled in the ocean but found getting in a little treacherous on the mossy rocks. The pier with the steps was not completed when we were there. When it is, entry will be much easier. We used some of our resort credits to take the Chocolate Tour. It was great fun. We highly recommend it. Some of the nightly entertainment by the pool: a saxophone player, a singer and circus acts. During the day, our favorite was the Mariachi Band. A disadvantage of this compact resort is the pool is also very compact. Consequently, when the entertainment team has activities, it makes it difficult, for those who do not wish to participate, to visit or even be in that part of the pool. We really enjoyed our visit to Cozumel Palace and hope to return! Hasta la proxima vez! Pamela & Roger

TripAdvisor users rated this property 5 out of 5

I will definitely be back!

673ginaw on May 14, 2024

Everyone treated us like kings and queens. The atmosphere was wonderful and the staff works so hard to keep everything and everyone fantastic. My very favorite was Perla she made me feel like family and worked so hard at all times!!!! The entertainment staff was fun and enthusiastic and made the activities so much fun. Our room was amazing and the food was always delicious! We had room service a few times and it was prompt and delicious.

TripAdvisor users rated this property 5 out of 5

Relaxing Week at Cozumel Palace

MJWI (WI) on May 08, 2024

We stayed at the Cozumel Palace during the week of April 27, 2024 and we had a great time. The resort has beautiful views and awesome boat traffic to watch. It is very clean and in a great location. The staff is amazing and very friendly. We asked to switch rooms and the front desk was very accommodating and arranged a new room for us. Perla, Jennifer, Alan, and Martha provided exceptional service and always had a smile for everyone. Even those that were difficult and maybe didn’t quite deserve a smile. We are scuba divers but due to a previous back injury, we skipped diving this trip and just relaxed. The snorkeling and paddle boards were fun to use. My only complaint is that I booked a honeymoon suite and we weren’t made away that we could make a reservation for dinner and use the reserved sand area. It would have been nice if someone reviewed the perks of our room. The food was good for an all inclusive and we certainly didn’t go hungry. I would definitely go back to the Palace and would recommend it. The staff really is terrific. Thanks for a wonderful week.

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