Isla Mujeres Palace

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 1883 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Hibachi with Christian

    Reviewed by Culture266715() on Oct 19, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Hibachi was amazing with Christian. Not only is he a great chef but a wonderful entertainer. We can say enough about how great our evening was. This resort is the best. We love all the Palace resorts. This is our first time to Isla Mujeres but it won’t be our last.

    Left on a ferry dock to wait out a tropical storm

    Reviewed by lindiconner(Beaumont, Texas) on Oct 13, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    My mother and I flew in on Friday October 2nd for our stay that was supposed to begin on October 3rd and go through October 10th. We woke up to bad weather on Saturday and hurried ourselves to the airport like we were supposed to. However when we got there the airport was almost a ghost town. I called the palace transportation line asking where we needed to be because we were scheduled for pickup at 7:30 and there was no one to be found. On the phone I asked if we needed to be relocated due to weather and they said someone would be there to get me soon. The other transportation companies at the airport told me at the airport that the ferry was closed and Palace would likely transfer me to a different resort due to the situation which I totally understood. They even called the palace transportation to help me because we waited so long. We waited and someone finally came and got us. I was given 2 ferry tickets by surprise and told we would have to take the ferry but it was still running so we said let’s go!! As we drive through town several roads along the way were flooded and it didn’t seem safe to take a ferry. When we got to the ferry dock around 9am the driver took our stuff out of the car and said the next would leave around 1pm. I was in shock. I said you can not leave us here standing in water with it raining with our luggage. I was under the impression he was getting his phone out to call the transportation team to see about sending us to a sister report anywhere that was adults only. He took my picture and then left me standing their on the ferry dock. After a nice gentlemen that worked for the ferry company helped my mother and I get our luggage out of the water and rain I called the Palace transportation again to let them know I was stranded at a dock by their personnel and it was unacceptable. I was put on hold and then disconnected. Then I called palace transportation again for the 3rd time of the day to let them know it was unacceptable to leave us at the dock during that storm (which I later found out to be tropical storm Gamma). I was scheduled to spend 8 days 7 nights a Isla Mujeres Palace and was only able to stay for less than 48 hrs. Trip advisor is not allowing me to give you the full story but basically the paid for transportation for Palace ended up costing me and extra $65 to get out of a very dangerous situation they left me in. When I finally got to Isla Mujeres The Isla Mujeres staff is lovely It’s just very upsetting we only had a littler over 24 hours there to enjoy the resort. When we arrived we had a great dinner served by Wilma and then went to the room to have an early night and reset. We woke up had a lovely breakfast served by Juan and luckily it was teppanyaki night and Christian made a wonderful mean for us. Served by Julian and Wilma. It was truly a great day. Great food and great service. Around 11pm I was woken up by a phone call saying we would be evacuated the following morning and being sent to Nizuc due to tropical storm delta. I was hardly able to sleep after hearing this information. We set an alarm and woke up early and threw all of our stuff in a bag and headed down stairs to enjoy one last breakfast at our little island paradise before being transfer to One of the palace locations in Cancun. I have stayed at Nizuc before and vowed I would never return but in this situation I didn’t have an option. I had a lovely breakfast served by Juan and Macodonio. They are truly wonderful servers who go above and beyond to make you feel like they are there to do anything to make your stay as perfect as possible. I actually heard from another couple staying that he asked if they had a certain type of fruit and Juan went into town and bought a few pieces for the guest on his own time and with his own money and had it for him the following morning. I hope whoever from Palace reading this realizes that their staff is truly what keeps people returning. They are true gems. I am giving this trip 2 stars only for the staff. If I could give the staff stars separate from the management I would hands down give them 5 stars. But I think leaving 2 women on a ferry dock to ride out a tropical storm is just unacceptable. I have spoken with public relations and they say they will let the transportation team know. I am a member and travel multiple times to Palace resorts annually and this is not the service I expect. They need to work on communication.

    Another great stay

    Reviewed by 2010lovethesun(Boerne, Texas) on Oct 11, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This is our 5th time to this resort and despite covid we had a fabulous visit. This is such a quaint sweet resort. You will see the same server/employees every day many that have worked there for over 10 years. They really get to know your likes and even take the time to get to know you. Some of the highlights are the huge pool and the Swim up bar. No need to reserve a seat there is plenty for everyone. Be sure to try the boneless wings and waffle fries. But the best part of the hotel is the beautiful beach. I really enjoyed paddle boarding since It is super calm and you can truly spend hours in there with little effort. Many days we hung out on the calm water and Juan world bring us our favorite drinks right to the shore line. This is such a special resort. It is the the most peaceful hotel we have ever stated at. It is were we go to drink and relax. This is definitely not a party hotel it only has like 60 rooms so you see a lot of the same people every day. Thanks Juan for the great service, Luis for making great cocktails, and Marcelo for the great service and great conversation! We will be back soon!!!! Thanks James and Christy

    Can i say WOW - SERVICE

    Reviewed by G7357IJtiffanyb(Massillon, Ohio) on Oct 08, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I just want to take time and write a review about the AMAZING SERVICE we received. There was 3 employees that stuck out the most to us. Their names are Juan Quinto, Alejandro, Pedro, Jessica and Mitzi. Juan ALWAYS had a smile on his face you could see under his mask. He knew our favorites and would always have our shrimp soup ready at the beach dining :) He also made us sweet flowers our of napkins and gave us little shells. Jessica and Mitzi were wonderful hostesses in the dining hall. They knew us and our rooms soon as they saw us and knew my friend's husband had an allergy. They were SO welcoming. Alejandro ALWAYS made sure we had a drink in our hands. He was so friendly and really acted like he loved his job. His drinks were wonderful. There was another bartender visiting from Cancun that was not so good. He always remembered our drinks as well. Thanks again!!! Pedro made us feel extra special. One night he sat a special table up for us in the dining room with confetti and champagne and lots of appetizers! Our table was the only one set up this way. The night before I asked for sweet wine which was extra. I said no thank you. So this special night he had cherries and strawberries cut up for my champagne to make it "sweet" for me. How thoughtful of him. Thank you for caring and wowing us! Others that made our stay special was Christian ( his hibachi presentation showed lots of talent and care). Also Macedonia, julian, edy, paolo was a great asset to the resort! Oh and I dont want to forget Gabriel that welcomed us into our room and help us carry our luggage up to our rooms! Boris the activities director always stopped to say hello and ask us about our stay! The resort was very clean, quiet and they always had a little extra something for you. Thank you all for ISLA PALACE!! We will be back!! Aside from my above review, I have something to add. The PR / Elite Representative Pilar set up a night at Palace Beach our last night. In exchange for us to sit in their elite membership presentation. We do regret agreeing to go. We wish we would have stayed on the island. We hated the beach placace. They had WAY to may people at 40% capacity. The sales pitch was a joke. The first guy was nice. Then they bring in 2 other guys after him to try to get you to buy. After we told them no after the first guy. When we got out the lady described them as "sharks". That is what is felt like. After well over the 90 min they said it would take we said we really just want to enjoy the beach. They got rude. When we got out a lady offered 1 last deal. It was a price to lock in our rate for the next 18 months for a trip to any resort if we pay the fees for 299 right there. We did buy it because we do plan to come back to the island palace again. I confirmed that we had 18 months and she said yes! What she didnt tell us till after we paid and I was reading the email is we had 12 months and after that it was an additional 100 dollars. I get it is only 100 bucks but still, she should have told us that when I asked to clarify the 18months. We can not go until 17 months again because of the surgery I am having. Just kind of upsetting. Just my experience with this.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Value

    Value-5

    Fantastico

    Reviewed by J9151PDmichaeld() on Oct 05, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    So much fun and top 5 meal of my life. Love to enjoy time with the guests and make it personal. If you're from the US English wont be a problem. All three meats are top notch, and make sure you stay for dessert!