This was our 10th time to Mexico, first to Cozumel, first to a Palace Resort. We will return to Mexico, probably not to either Cozumel or a Palace resort.

I agree with all of the raving reviews about the service--top notch, incredibly helpful, with one exception. If you have any problem with your room, your visit will be, as ours was, somewhat tainted.

When arriving at 6 pm for the first day of our stay, we (husband, son and myself) were shown to a room with a king bed. Only a king bed. Although reservation clearly stated that we had three travelers, two adults and one 15 year old boy, there was only a king bed in the room. I asked for something for my son (6'1") to sleep on and was told there was no available additional bedding in the hotel. My husband went to the desk to inquire about an additional room, and was told that none were available. I then went down and asked what they expected us to do with three sleepers and two spots. I was told that the king bed in our room was very big and our 15 year old son could sleep with us. As this wasn't an option in either his mind or ours, he ended up on the floor for the night (sofa in room not big enough to accomodate him). Great deal for $400 bucks a night.

We were given a rollaway bed the next evening, and were moved into a two double bed room on the third night. However, when we were moved, we were left without a room for over 4 hours. There was no consideration given to us that we were the ones being put out. Our new room was not available until after 3 pm (regular check-in) after vacating our original room by the requested 11 am.

What probably bothered me the most about this situation was that I never received an apology or any other consideration from the hotel management. The least they could have done was comped my son a free neck massage. Instead, I felt like the ugly American for complaining and got the evil eye from the front desk staff more than once during our stay.

As I said, I have traveled frequently to Mexico--Acapulco, Playa del Carmen, Cancun, Puerto Vallarta, Acapulco, Ixtapa, Cabo. I love the country and the people. I'm trying to convince my husband to buy property down there. I can say that never, in all my travels to Mexico, has anything like this ever occured. So unfortunately, although I thought the resort's wait staff exceptional, facility clean and comfortable, food tasty, I could not recommend this hotel or the Palace organization to a friend due to their lukewarm reaction to their booking error.

We stayed at the Cozumel Palace in December of 2007, it was a family trip with our two colleged aged sons. From the time we landed we were treated like royalty. The boys and I took Delta flights while the husband was on American. We arrived first and Chaza at first wanted us to wait, but when Husband's plane landed and luggage was lost they took us to the resort and went back to help sort out the luggage problem. We were greeted with champagne and sat in the cool comfortable lounge. At first they gave us two king rooms but after looking at my boys, they changed their room to two queens without a problem. Although the boys were 18 and 20, they asked us if we would like their liquor cabinet unlocked or not.
It took a day for all the staff to know us and greet us by name. The wine steward learned I liked wine with dinner and visited us every night regardless of which restaurant we ate in. I enjoyed them all, the Italian was our favorite.
My husband and one son went on three dives and loved Aqua Safari right at the resort. They had a professional video done on the dives and it was well worth the $75 price. What a wonderful memento of the dive.
The activites staff was tireless and really tried to make sure you were always having a great time. We could not take home all the bottles of tequila we won at the pool games and the casino night lol.
We did the Tulum tour and it was wonderful, everyone involved made sure that the group had a great time.
We also did the island tour, make sure you make time to do this as the other side of the island has the most gorgeous beaches. Stop at Coconuts for lunch, it is an experience!
We cannot wait to go back to Cozumel and the Cozumel Palace.

Overall, I would absolutely recommend this hotel... particularly if you are able to get a good deal on it. The room is spacious and they all have a hot tub in the room, as well as a balcony with a beautiful view of the ocean and a fabulous hammack. The hotel is located walking distance to the town and port. Each room has a bar stocked with beer and full bottles of liquor (tequila, bacardi rum, and some other brands that I have never seen before). The service is great. On the 2nd or 3rd morning we filled a survey out and made a comment about the less that desired food and that same very night one of the supervisors came by our table to talk to us about us experience. ONLY NEGATIVES... Hotel doesn't have a beach (if you are looking for a beach, you have to drive around to the other side of the island). The food is below average (best is probably the Italian restaurant that opens for dinner). Be very careful with Orbitz! We booked this hotel because the package offered a tour to Chichen Itza, but this tour was only from one of the other hotels in Playa... It was very deceiving! I called Orbitz from to complain about, but they only said it was up to the hotel. Unfortunately, the hotel did not give us the tour. OTHER RECOMMENDATIONS... Rent a car (the discounted hotel rate is actually not bad, but you can also go online and reserve one you can pick up in town). Drive around the island (stop at Bob Marley's for a drink or Coconut's for lunch). Take the ferry to Playa (early so you can enjoy the whole day there) and rent a car (or take a bus) to the ruins that are about 35-40 minutes from town.

We stayed at the Cozumel Palace February 2008. Extremely attentive service (almost overkill :-) I think they called us at least 2 times right after check-in to be sure everything was ok. Rooms are exactly as pictured on the website - very lovely and comfortable. My friend thought the beds were way too hard, but I think this is common in Mexico. The beds were definitely on the firm side but I thought they were ok. I did think the bedding was slightly scratchy (but I'm also exceptionally picky about bedding). View from our room was absolutely stunning!! We did two of their included tours and both were top notch (Tulum and Chankanaab Park)!! The food was quite good - better than at the Cancun Palace. There's also a huge grocery store across the street (kind of like a Walmart) and it's only about a 10 minute walk into the town center with lots of shopping. We absolutely did not miss having a beach at all. The snorkeling right off the pool area was just great and we preferred that to having a beach!!! The pool area was lovely for lounging and snacking. The rooms are quite pricey but very, very nice!