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“Great Honeymoon” 4 of 5 bubbles
Review of Cozumel Palace

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Cozumel Palace
Ranked #1 of 51 Hotels in Cozumel
Certificate of Excellence
Golden, CO
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Great Honeymoon”
4 of 5 bubbles Reviewed 7 January 2014

After looking at a lot of places we took the recommendation of our travel agent and I am glad we did! The Palace was great! The rooms are large and comfortable and include a hot tub. The food is amazing! If you don't see something you want, ask and they will typically make it for you! We tried each of the restaurants and had a honeymoon dinner. It would have been nice if they put the honeymoon dinner on the "beach" with the romatic dinners that you can buy with your credits but that didn't take away from the quality of the food. The only other semi-complaint I have is that the portions for dinner seemed small. I am not a big guy but after a day of diving I get hungry! They do let you order whatever you want though so I can't really complain. The hotel is in a great spot, a short walk into town, 8 minutes from the airport (by taxi) and right on the water. If you want a beach, there isn't really one other than two sandy areas but they don't really go down into the water. We didn't care and enjoyed the amazing pool and great snorkeling right off the pier. We saw rays, eels, parrot fish and other great sealife right next to the hotel. It is my understanding that the hotel just purchased Aqua Safari (Dive shop). They seem to still be getting the administrative stuff with the dive shop sorted out because they seemed unorganized but the diving was great and the dive masters were great (see Aqua Safari for my reivew of the dive operation). We had one small issue while we were there with a misunderstanding of what was supposed to be included in our package but after a short discussion with the manager all was taken care of, just make sure you take all the paperwork from booking so you have proof of what you purchased. The other item is the resort credits. This is one of the reasons we choose to come to the Palace. While the Palace was more expensive than some of the other resorts, the credits made up for it. The problem is they change the rules on how the credits can be used. My understanding before the trip was that it was $125 for a two tank dive including gear rental (confirmed by other reviewers). However, once we got there they changed the price to $79 for a two tank dive but no gear and you can't use the credits for gear rental any more (FYI, gear rental was $26/person per day). This change did not end up impacting us very much but if you are trying to plan out how you want to use your credits I can see how them changing the rules may impact your plans which is frustrating when you are on vacation. The other change was the tax rate. I am guessing it happened on the 1st of the year. All my charges were at 11% tax until the 1st when I bought the "Tequila Package" (3 small bottles of fairly cheap tequila). The tequila was $100 of room credits, should have been $11 USD, I was charged $16. Not a huge deal and not worth arguing about but definetly would have been annoying if all of my charges were at 16%.

Overall, I would have to say I would go back if I wanted to go to a resort. The staff is extremely helpful and friendly.

Room Tip: Our agent requested a room on one of the upper levels for us. We were on the 4th floor, amazing vie...
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  • Stayed December 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank PolVulter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,266)
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Ooltewah, Tennessee
Level Contributor
43 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
2 of 5 bubbles Reviewed 7 January 2014

I have stayed at the Cozumel Palace six times previously, and was always impressed and did not mind paying a premium to stay there. This visit they tried to have us pay extra for a room up grade, and we said we wanted to use our resorts credits instead were told that there were now no upgrades available. Next they told us we were top of the upgrade list and they would call us - waited two days never unpacking or getting confortable and never got a call. SHADY. Room was on city street and very noisey - we eventually purchased a fan at Mega (think Walmart) store.

Food is/was a 10!

Room Tip: DO NOT GET CITY VIEW!!!!!!! Large majority of rooms are ocean view.
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  • Stayed December 2013, travelled with family
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
7 Thank steve p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CozumelPalaceGM, General Manager at Cozumel Palace, responded to this review, 20 January 2014
Dear steve p

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.

Thank you for your feedback and we're sorry to hear that you left disappointed. Room upgrades are subject to availability, and given the peak holiday travel season, occupancy levels have been high. Please be assured we tried our best to fulfill your request.

Our hope is that every vacation be a memorable and enjoyable one as we did on your past stays. 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 one of our Palace Resorts.

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
Omaha, Nebraska
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 7 January 2014

We stayed at this resort for 5 nights. The service was excellent. Pampering at its best. We stayed in a ocean view room with Jaccuzi. The view from the room was amazing. Food was great. Lot of activities and shows in the resort. You can just stay in the resort for one whole day if you just want to relax. Unlimited cocktails and liquor. Location is excellent, you can just walk to downtown, ferry port. Pool was great and Snorkel area in the front of the resort was clear. The 1500$ credit was a rip off though. You end up paying 16% of the the credit you used as taxes and charges. you only have 7 or 8 options how you can use the money. You have to pay out of pocket for anything that's not on the list. Jeep tours and rentals are not included in the credit, as are the tours to the mainland.

Room Tip: Ocean view is a must.
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  • Stayed January 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank VimMD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Stanford, California
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed 6 January 2014

We had a great stay here at the Cozumel Palace. I have traveled all over the world and I will tell you this is excellent! The staff here is amazing and attentive, never did we once have to look for someone to help us. They were so accommodating to us coming in to eat close to breakfast closing time etc. The only complaint I have, and it isn't necessarily with the hotel, but our vacation package gave us $1000 in resort credit. The credit was useful but every time was so expensive at the resort. And you couldn't use it on multiple things, for a massage, you could only do 1 massage with credit but if you wanted another (i.e: a couples massage) you had to pay out of pocket. They had so many daily activities if you wanted to participate and shows during the evenings. Food was very delicious, it is always a hit or miss with all inclusive, but this was worth it! I recommend it to anyone who wants to really relax and lay out. If you're looking to be touristy and active, maybe it isn't for you. We took the ferry over to the main island and spent a day at playa del carmen's palace resort and that one is literally on the beach. They serve you drinks, food and even have a parrot. The junior suite was HUGE with a hot tub, robes, slippers, and all CHI products. They even had a hair straightener! Alcohol bottles in your room as well as unlimited mixers. Just a great experience.

Room Tip: We had the junior suite which was AWESOME! They have all chi products and we had a great balcony wi...
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  • Stayed May 2013, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank andre k
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Peoria, Illinois
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed 6 January 2014

My husband is in a wheelchair and he requires a roll in shower. We made arrangements with the hotel prior to our arrival several months when we booked and a couple of days in advance of our,arrival. The room ,which is the only one with a roll in shower on the first floor by the bar would be ours at arrival. This did not happen, the room was given to another couple the day before our arrival. The hotel management could not have cared less. They made no other accommodations for us and they did not tell the couple that arrived the day before that the room was reserved for us the next day. Our travel companions, found the couple that were in our reserved room and bribed them with gifts and money so they would give us the room for the week. The other couple that really did not need a Rollin shower reluctantly gave up the room. We were frantic because we were so far from home and there is not like a Marriott every corner. We were extremely disappointed in the hotel management for not helping us out in any way shape or form. If you are a walker fine ,but a 100% wheeler NO. We or our companions or friends will ever make our reservations at this resort if our prior arrangements are not honored . Once we were in the reserved room ,we enjoyed our stay. This was our 2nd stay with in 2 years, but will not be back unless,room is absolutely guaranteed .

  • Stayed April 2013, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank JoAn G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ottawa, Ontario
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
5 of 5 bubbles Reviewed 5 January 2014

Cozumel Palace is by far the Crown Jewel of the Palace Resorts chain. What distinguishes this Palace from the others is service. The staff is probably the best you'll find anywhere.

This is a compact resort of about 200 rooms. It offers a nice variety of foods and beverages spanning, in my opinion, a very wide range of tastes. We eat everything so we enjoy the variety. You are guaranteed to see the executive chef, Chef Massimo, at every meal .. even at 7:00am in the morning, attending to the smallest details and personally serving the guests.

There is no sandy beach here. You go directly into 10-15 foot deep turquoise blue water. There is a mini reef right there with a variety of sea life and very colourful fish and corals. I personally find this kind of beach much safer that sandy beaches that are prone to under currents and rip tides.

There are several connected swimming pools that were quite adequate, albeit a bit too warm for my liking. Towel service is superb. The pools never felt crowded even though the resort was fully booked. With the exception of the bar area that did not have enough seating furniture, we did not feel crowded at all. You could always get a drink from the bar fairly quickly. There is a wide variety of drinks, including top shelf beverages such as Chivas, Grand Marnier and Crown Royal to give examples. Juan Carlos, the resorts sommelier, is extremely knowledgeable and helpful, constantly offering suggestions and explanations on the various beverages available.

We're not too interested in evening entertainment. We retire early and rise early. Our rooms were very quiet and never had an issue with noise. We were on the 5th floor on the south side of the building. The rooms have a lot of character. What I like about Cozumel Palace is that almost all of the rooms (jf not all) are ocean facing. The sunset view from our balcony was awesome.

Diving using your resort credits is not the best you can get in Cozumel. It is possible, however, and we felt safe. Group sizes were somewhat larger; greater than 8 divers to a dive master. Aqua Safari seemed a bit overwhelmed by the number of divers they had. The boats were larger boats and somewhat slower. They were, on the other hand, easy access and the staff were very helpful and safe.

Of the many .. many .. wonderful people who made our stay memorable, I recognize Mr. Isodoro, Head of Foods and Beverages, Executive Chef Massimo, and Juan Carlos the brilliant sommelier. From the many wonderful waiters I remember Heri and Rubin. In public relation Edgar and Vernise. It is unfair that I can't remember all the dedicated folks who made this trip a trip to paradise.

This, in my opinion, is the best Palace has to offer.

Room Tip: The edges are more to walk but less noise.
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  • Stayed December 2013, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank C-FYMP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Erwin, TN
Level Contributor
9 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed 5 January 2014 via mobile

Agree with most of the previous reviews. Rooms are noisy and ours smelled musty. Beds small but comfy. Service was great. Totally felt spoiled. Food was good and plentiful. Seemed a little small. We were glad to be close to town so that we could go off the property a few times. Pool didn't feel crowded but missed having an actual beach. The snorkling was pretty good. Did not like the on sight dive operator at all. Recommend scuba tony. They were great. Spa was just ok, nothing fancy. Resort credits were good to use but the pushy vacation planners almost make it not worth the effort to use them.

Stayed December 2013, travelled with family
Helpful?
1 Thank karenErwin_TN
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Cozumel Palace

Property: Cozumel Palace
Address: Av Rafael E Melgar km 15 | Zona Hotelera Sur, Gonzalo Guerrero, Cozumel 77600, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Cozumel
#1 Luxury Hotel in Cozumel
#1 Top resorts Hotel in Cozumel
Price Range (Based on Average Rates): ££££
Hotel Class:4 star — Cozumel Palace 4*
Number of rooms: 169
Official Description (provided by the hotel):
Not too long ago, Cozumel Island was revealed to the world with all its charm. Now adventure travelers, divers and nature lovers are discovering the all-inclusive, luxurious Cozumel Palace, the stunning resort bathed by the blue waters of the Caribbean Sea. Experience the true meaning of luxury and fun. Enjoy the amenities and attention to detail from the moment you arrive. Our Cozumel Palace will take your breath away! Ideal for families, couples and adventure travelers who love diving and snorkeling. ... more   less 
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Also Known As:
Cozumel Palace Hotel Cozumel
Palace Hotel Cozumel
Plaza Las Glorias Cozumel
Palace Cozumel
Cozumel Palace Resort

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