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Cozumel Palace
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Reviews (3,959)
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Reviewed May 15, 2014

This was our second time staying at the Cozumel Palace and it will certainly not be our last. The staff at this resort are unbelievable. Everyone is extremely friendly and helpful. They are constantly busy cleaning, serving, and tidying the grounds. Room service is very prompt. The spa is extremely clean and relaxing. There are many activities available to hotel guests. The rooms are well appointed and tastefully decorated. This time the room did smell damp, a problem that we did not encounter on our previous stay. The pool area is clean and the water is very temperate but can be a bit cramped when there are several guests in attendance. My husband used the hotel dive service this time we visited. He was pleased with the service in general but was unhappy that the morning dive group did not get back to the facility until 2 PM everyday. Also they went to repeat areas of the reef to dive on two different occasions. He would have liked to dive in different locations each day. Overall, though you cannot beat the value, service and cleanliness of this resort. We will return.

Room Tip: I preferred the room we had on the north end of the hotel. It didn't smell damp like the one on the south end.
  • Stayed: April 2014, traveled as a couple
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1  Thank Lisa F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CozumelPalaceGM, General Manager at Cozumel Palace, responded to this reviewResponded May 16, 2014

Dear Lisa F

Thank you very much for your second review, each stay you honor us with your comments.

It is pleasing to note your positive comments, I will be sure to let the team members know that their efforts are appreciated and have not gone unnoticed, knowing that will serve as an inspiration to our staff to continue their efforts.

Our hope is that every vacation be a memorable and enjoyable one. We sincerely hope that you will return to Mexico many more times in the future and once again giving us the opportunity to host you at Cozumel Palace.

Cordially,

J. Ariztegui
Cozumel Palace G.M.
jariztegui@palaceresorts.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 15, 2014

We had a total of 37 people for our daughters beautiful evening wedding. The employees bent over backwards to accommodate all of our wishes. The wedding and cocktail hour were held outside. It started raining during the cocktails (which included a ton of appetizers)! Luckily we had rescheduled the sit down dinner for inside when we saw the forecast. Food, flowers, bartender, photographer, dj, wait staff was top notch! As for a vacation spot. Everyone loved the location! It was so nice to be able to walk to shopping, bars, restaurants, church etc. If you forget anything from home there's a store directly across the street from the resort.--hint--try their chocolate croissants in the bakery section! A recent review stated that there's no place to escape the noise. But every afternoon we found chairs under a Palapa near the baby pool. You could hear the waves lapping against the rocks. So, peaceful.

  • Stayed: May 2014
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2  Thank Patsyelaine
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CozumelPalaceGM, General Manager at Cozumel Palace, responded to this reviewResponded May 16, 2014

Dear Patsyelaine

Congratulations to your daughter and husbend, and thank you very much for review. We know how important the wedding days are for a couple and we make our best to create unforgettable moments. I feel happy you enjoy them with your entire group.

It is pleasing to note your positive comments, I will be sure to let the team members know that their efforts are appreciated and have not gone unnoticed, knowing that will serve as an inspiration to our staff to continue their efforts.

We all wish your daughter and husband a happy and long life together, we'll be more than happy to create an amazing experience for their first anniversary.

Our hope is that every vacation be a memorable and enjoyable one. We sincerely hope that you will return to Mexico many more times in the future and once again giving us the opportunity to host you at Cozumel Palace.

Cordially

J. Ariztegui
Cozumel Palace G.M.
jariztegui@palaceresorts.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 15, 2014

This was our first time in Mexico & we are very glad that we chose Cozumel. The island is beautiful and the Palace was just the place for us. The service at the hotel is exceptional, the food is good, and the rooms are nice & clean. The only negative to our trip was the sales pitch that we had to sit through at the sister Palace on the mainland. Do not be fooled, they do not want to let you go until you sign on the dotted line. They do not want you to think about it, will not give you a business card, or write down any of the prices they quote you. What started as a sales pitch for $550,000 turned into begging match to sign on the line for $4000. If you are interested in a "time share" (not what they call it), prepare to wait them out for the $4000 deal. Eventually it will come. That being said, the Palace is a fun place to spend your vacation. They always have some type of activity during the day & usually some hokey entertainment in the evening, but that's part of the charm. The music was always done outside by 10:00 pm so it never kept you awake. The pool area is nice & clean & well attended by staff. The only problem with the pool area is the people that stake out their chairs & umbrellas early in the morning & then go back to their rooms for awhile, eat a leisurely breakfast, & then decide to go & sit by the pool until lunch. Then they go inside for lunch & back up to their rooms for awhile, still "saving" their chairs & umbrellas. All in all, it was fun. Don't take it too seriously & enjoy the pampering staff because they are the BEST!!!

  • Stayed: April 2014, traveled with friends
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Thank rh0rh0
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CozumelPalaceGM, General Manager at Cozumel Palace, responded to this reviewResponded May 16, 2014

Dear rh0rh0

Thank you so much for staying at Cozumel Palace, for your comments and for taking the time to share them through Tripadvisor, your straight forward observations are greatly appreciated, as feedback is of extreme importance for Cozumel Palace and Palace Resorts.

It is pleasing to note your positive comments, I will be sure to let the team members know that their efforts are appreciated and have not gone unnoticed, knowing that will serve as an inspiration to our staff to continue their efforts.

Our hope is that every vacation be a memorable and enjoyable one. We sincerely hope that you will return to Mexico many more times in the future and once again giving us the opportunity to host you at Cozumel Palace.

Cordially,

J. Ariztegui
Cozumel Palace G.M.
jariztegui@palaceresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 14, 2014 via mobile

Wonderful wonderful service! My room was clean and the beds were comfy. The food from the buffets to the restaurants were fantastic. Ricardo and Dolce were awesome.

Upon arriving they provide a cool towel to wipe your face as well as a welcome drink. Mother's Day and my birthday were celebrated upon arrival. You are walking distance to the downtown area and the shopping is great. I'm already planing a return visit to one of the sister properties to bring my teenagers back. Thank you Cozumel Palace for a wonderful visit.

Jennifer

Stayed: May 2014, traveled with friends
1  Thank BrownSuga3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CozumelPalaceGM, General Manager at Cozumel Palace, responded to this reviewResponded May 15, 2014

Dear Jennifer (BrownSuga3)

Thank you so much for staying at Cozumel Palace, for your comments and for taking the time to share them through Tripadvisor, we are so happy to read that you had a wonderful birthday celebration with us and that you are already planing a return visit to one of the sister hotels.

It is pleasing to note your positive comments, I will be sure to let the team members know that their efforts are appreciated and have not gone unnoticed, knowing that will serve as an inspiration to our staff to continue their efforts.

Our hope is that every vacation be a memorable and enjoyable one. We sincerely hope that you will return to Mexico many more times in the future and once again giving us the opportunity to host you at Cozumel Palace.

Cordially,

J. Ariztegui
Cozumel Palace G.M.
jariztegui@palaceresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 13, 2014

This was not our style of hotel and would have come home early if we could have changed our flight. We did not enjoy our 11 night stay at the Cozumel Palace.
The positives: the staff (except front desk) are wonderful and will do anything for you, and the food in the three main restaurants is good if you are into speed eating - more later.
The many negatives:
1. We found loud people shouting across the pool while swilling down cocktails at the pool bar or shovelling food down at every possible opportunity. This may appeal to some, but not to us.
2. There is no escape from the noise. There are no grounds to the hotel, the front directly faces the street, and the only outside area is round the pool which is crowded with cheap plastic sun loungers. Music is nearly always playing, except when there are inane games/competitions. There is nowhere outside where you can escape for some peace and quiet.
3. The space round the pool is limited and the sun loungers are packed in - the is no personal 'space'. The situation is made worse as sections of the deck area are cleared away in early/mid afternoon to accommodate various private or dining functions in the evening. There is a regular smell of food cooking at the outside buffet.
4. The rooms/junior suites are only fair and the furnishings look tired (our TV belonged in a museum - thought it was black & white at first!). Our first room smelled damp when we first walked in, we moved after one night to a better situated room but even then our clothes always felt damp.
5. We chose to have our evening dinner the restaurants to avoid the buffet. The quality of the food was generally very good but some wines on the list were unavailable. The service was far too fast - the second course would arrive before you had time to finish the first course, plates would be cleared before you had even placed your fork on the plate, and one time, at breakfast, our table was cleared while we were still at the buffet. When the outside buffet is out of action due to weather the other three restaurants become very busy and go into meltdown.
6. The diving is often fully booked and should be booked prior to arrival if possible.
Enough said. This was our bad choice, this was not our kind of hotel, we prefer somewhere more exclusive and less noisy.

Room Tip: Try for a room that does not smell of damp.
  • Stayed: December 2013, traveled as a couple
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7  Thank Ilkleytravelsnob
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CozumelPalaceGM, General Manager at Cozumel Palace, responded to this reviewResponded May 14, 2014

Dear Ilkleytravelsnob

We regret to hear that we did not meet your expectations. Our top commitment is solely providing our guests a vacation that leaves them in awe. We understand just how important vacations are and that you chose us to spend it with, therefore we sincerely apologize for your experience. We can assure you that this is not typical as reflected in previous reviews by so many. We take pride in being one of the best resorts in Cozumel, and your feedback will make us work harder to ensure that we are providing top services and amenities for our guests.

Cordially,

J. Ariztegui
Cozumel Palace G.M.
jariztegui@palaceresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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