Cozumel Palace

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 4706 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Wonderful and pleasant and amazing.

    Reviewed by 966stephanien(Littleton, Colorado, United States) on Aug 09, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Our family of 5 spent 10 days here and have only great things to say. We will be back. Service was always good, food choices plentiful and delicious, etc. the palace has accommodated covid regulations and we always felt the employees were doing a great job to keep us all safe. Great snorkeling right from hotel. Close to town. Thank you all for a very pleasant and relaxing stay!

    Disallusion

    Reviewed by KAREN D(Redondo Beach, California) on Jul 28, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We have been traveling to Mexico for 18 years, and around the world for over 3 decades. We understand that traveling comes with many unexpected challenges balanced by magnificent moments. Having stayed at the Palace Resorts on many different occasions we had a high level of confidence in the experience. Sadly, that was not the case. Exhausted from traveling 16 hours, yet excited to check in and begin the ‘Palace Experience’ we were shocked at check in when the staff required us to REPAY for our room. They stated, the card I presented was not the card used for the reservation. Per my reservation paperwork I had to provide the same card, with the same name used in the original reservation. I presented the same card with the same name used for the reservation. Unfortunately that did not work with their system as the card numbers did not match, due to fraud and our receipt of a new replacement card. Nevertheless the card, my name, and the account were ALL the same. And, the reservation had been PAID IN FULL months before arrival. So what does one do at this moment? Tired from traveling, frustrated at this ridiculous interplay, we had no choice but to REPAY IN TOTAL the entire bill, if we wished to utilize our already paid for reservation and actually get a room. We asked for a credit back on our original PAID reservations, which the staff stated they put into the system. All good now, we received our AI bracelets and settled into our vacation mode. The resort is lovely, the working staff are amazing, and the food is delicious. Our room was very comfortable, the diving is always spectacular, and our Love for the Island is unshaken. So why did I give them 3 Stars? I don’t know about you folks but an unexpected $$$ cost on an item already FULLY PAID is truly disheartening but not enough to bring down my vacation zen. The true insult came when a hotel staff called to query us on our survey response and proceeded to ‘argue’ with us as to why we had to REPAY. To date we have still not received the credit on our statement. That is a completely unacceptable business practice. Until this happened we had planned on purchasing another 2 week package. At this point we will continue to visit Mexico and enjoy her charms but know for certain I will take all my money and all my business to their direct competitors.

    FUN FAMILY GET AWAY!

    Reviewed by 10nicoles(Swanton) on Jul 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    The staff at Cozumel palace is INCREDIBLE! THE servers work SO HARD! JOSE at the pool bar is AMAZING and ON IT.....he is SO friendly and knew our names DAY ONE! EMMANUEL was so quick to serve us at the pool and works SO HARD as well as Carlos! Friendly ALL the time and over the top service! My husband ordered a pain killer which is a rum drink we normally get in the virgin islands.....He told Carlos what to have JOSE put in the drink....this was maybe 2pm in the afternoon and the drink was perfect. Last that night at dinner we BARELY sat down (outside to eat) and Carlos was ALSO our server and dinner and brought that drink again 730pm. We were BLOWN AWAY- that he remembered AND that the new evening bar tender made it perfectly as well! Darwin, Charlie and Abby for the event staff were awesome. They knew our boys (16 and 18) names day OE- CARTER COME ON AND PLAY VOLLEYBALL....GARRETT let's go paddle boarding.....AMAZING....they had so much fun and the activities were fun even with a low crowd at the pool each day. The lunch menu is GREAT! Lots of choices and all were good! Breakfast and dinners seemed to take longer without the buffets and limited cooking staff - mostly this was annoying at breakfast but the servers were still over the top amazing- HERI at breakfast handled it well and even with masks you can tell everyone is smiling under the masks. Breakfast was GREAT- lunch was great- dinners were average.....amazing presentation.....Mexican was probably the best.....I would rate it "fair" but always nice/wonderful service! For our 20th they decorated our room with roses and a bottle of champagne. We have never stayed at Cozumel palace and it was just amazing from the time we stepped out of the van to the time we left. The gift shop is AMAZING TOO! I was able to christmas shop!!!! ONE COMPLAINT- we have been members of Palace (and Hard Rock) for 15 years and we have brought tons of referrals down to the palaces over the years. I was NOT happy to check in and be charged an additional 1800$$ for a loft suite upgrade. I had asked all week if one was available and noticed on line after that it was $900 for the upgrade. This caught us off guard and annoyed us. I did nicely complain and Nina tried to help us but was unable due to her manager saying no.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Value

    Value-5

    Great Place to Stay, HIGHLY Recommended

    Reviewed by Jack W() on Jul 21, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Considering the restriction, this was still an incredible place to stay. I felt safer with their safety precautions than I do at home. Kids still had a great time! The only downside was they had to do away with the buffets in the restaurants because of the virus restrictions but the food is still fantastic! Highly recommend staying at the Cozumel Palace Resort!!!!

    Cozumel Palace goes above and beyond

    Reviewed by Cindy T(Vancouver, Canada) on Jul 20, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This was my first trip to Cozumel Palace since the covid pandemic. I was very impressed with the steps they are taking to keep guests safe, while still providing the excellent service I have come to expect from Cozumel Palace. Staff was so attentive and the food was excellent as always. Property is beautiful and views are breathtaking. I am going back in October conditions permitting.