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Reviewed January 21, 2020 via mobile

My wife and I just finished a wonderful visit to the Cozumel Palace. Great location close to restaurants and shops. Large clean rooms with comfortable beds. Fully stocked mini bar, balcony overlooking Chrystal blue seas... a la carte restaurants were good, however buffets were hit and miss. Entertainment was modest and had some good moments. $1500 resort credit is a bonus and provides good value even with the service charges. Vacation Club sell is well worth the listen. While there may be some warts, however the smiling and friendly staff make the resort. Each member go out of their way to make each guest’s visit enjoyable

Date of stay: January 2020
Trip type: Traveled as a couple
Thank bradd50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerPRZHZM, Director General at Cozumel Palace, responded to this reviewResponded 4 weeks ago

Dear bradd50,

We are truly happy to know you had such an amazing time at Cozumel Palace, thank you so much for sharing your wonderful review which we sincerely appreciate. We are also pleased to know our collaborators helped you to have a wonderful time.

On the other hand, we appreciate your observations, as they help us to recognized our opportunity areas in order to make the necessary changes to improve our services, providing much more outstanding experiences.

We hope to be honored with your visit once again soon, for us it is always a pleasure to host you and create unforgettable vacation memories at Cozumel Palace.

Best wishes,

Marcos Rojas,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 21, 2020

We spend 8 days there. There is no beach. Three pools with lots of kids, would be nice to limit kids to one pool. Several times they splashed in my drink. It is an older resort in need of some updates and repairs. Nice rooms, but received a chocolate each evening on my night stand and each night had a stream of small ants eating it. Notified the staff after I discovered this and nothing was done. Each additional night same thing happened. Food was ok, buffets food warm to cold, always had to have something cooked in order to be hot. Have been in many resorts over the years and this was probably my least favorite.

Date of stay: January 2020
    • Value
    • Location
    • Service
Thank J8068ORmikem
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerPRZHZM, Director General at Cozumel Palace, responded to this reviewResponded 3 weeks ago

Dear J8068ORmikem,

First and foremost, please allow me to thank you for choosing Cozumel Palace. We sincerely regret to know that our resort did not meet your expectations and that you returned back home feeling unsatisfied with the overall experience.

Our guest's satisfaction is at all times our most important goal and we are always pleased to learn how to serve you better. Please rest assured that we are taking notes on all of your recommendations in order to improve and provide you with top-notch personalized service.

Please receive our sincerest apologies for the inconveniences, hopefully, you may give us a second chance to host you again in the near future and change your perception of our property. It will be a pleasure for us to exceed all of your expectations.

Cordially,

Marcos Rojas,
General Manager

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Reviewed January 20, 2020 via mobile

We stayed at the palace resort for 9 days. It was indescribable. The food, staff, room, service... everything was more then perfect. I would highly recommend It. We scuba dives here for 6 days with ecodivers. Much smaller scale then aqua safari. It was amazing to say the least. Highly highly recommend this place for couples. There are kids here too but not a huge lot for them to do as there’s not many amenities for. Some, not a lot.

Date of stay: January 2020
Trip type: Traveled as a couple
Thank terrijanes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerPRZHZM, Director General at Cozumel Palace, responded to this reviewResponded 5 weeks ago

Dear terrijanes,

Thank you so much for sharing your incredibly positive comments with us, we sincerely appreciate it. Our collaborators will be also delighted to know that they exceeded all of your expectations. We would also like to thank you for highlighting the qualities that you enjoyed the most during your stays such as our gastronomic options, personalized service, diving lessons and the comfort of your room.

We hope to have the chance to host you many more times in the near future, to continue making of your vacation experience a wonderful memory.

Best wishes,

Marcos Rojas,
General Manager

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Reviewed January 20, 2020

Thank you to Juanjo for your big smile and for entertaining our family. Thank you Jairo for your kind attentiveness at Turquesa Restaurant! Thank you Charlie for the water exercises and kayaking with Ady. Thank you Argelia at the Spa for a unique professional Aromatherapy

Date of stay: January 2020
Trip type: Traveled with family
Thank G2264CBanad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerPRZHZM, Director General at Cozumel Palace, responded to this reviewResponded January 20, 2020

Dear G2264CBanad,

We are delighted to learn you had a fantastic experience at Cozumel Palace, thank you for recognizing the amazing service provided by Juanjo, Jairo, Charlie, Ady and Argelia, who without a doubt helped in making it a memorable visit.

Thank you for choosing Cozumel Palace and for the time invested in sharing your kind comments.

We look forward to the opportunity to welcome you again soon.

Sincerely,

Marcos Rojas,
General Manager

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Reviewed January 18, 2020 via mobile

This resort is beautiful. The rooms are clean and not a far walk to the restaurants, Lobby or pools. Check in process was pretty smooth. We stayed in a Junior Suite which was a double bed ocean front. The Momo (Japanese) was very delicious especially the sushi rolls. The Bugambilias (Mexican) was so good. Guacamole and salsa was on point. The Turquesa (Italian) was also good, as I am not a pasta person I had the filet. I wasn’t to impressed with the Flamingos (grill outside) I didn’t feel like there was a lot to choose from.
Now the food during the day at the grill was good. Grilled cheese, palace burger, palace hot dog, pizza and the onion rings are AMAZING!!!!

Sarah greeted us as we were done checking in and was so nice and friendly.

Jose Cime was so friendly and very nice as the evening bartender.

David laughed and had a good time with us during the day at the outside bar.

Every good review should have comments about room for improvements.
1. Swim up bar- no waiter there to serve us
2. Breakfast Buffet 1
-The pancakes and French toast were hard. The milk for the cereal was hot. No chocolate milk to drink. The selections were not what I felt were up to the palace standards.
3. No drink menus

Date of stay: January 2020
Trip type: Traveled with family
1  Thank Trip177456
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerPRZHZM, Director General at Cozumel Palace, responded to this reviewResponded 3 weeks ago

Dear Trip177456,

We appreciate you taking the time to share your comments; this helps us to provide better services in the future. Thank you for letting us know the inconveniences you experience during your stay, we have reported these to the appropriate departments in order to improve our service.

Moreover, it makes us happy to read that you were able to enjoy some services and amenities available to all of our guests, such as the top-notch service from our staff. Jose and David will for sure be congratulated for their outstanding performance.

We hope to have the opportunity to welcome you again in our hotel to change your perception of us and completely enhance your experience. We remain at your service.

Cordially,

Marcos Rojas,
General Manager

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