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“disappointed”

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Isla Mujeres Palace
Ranked #1 of 37 Hotels in Isla Mujeres
Certificate of Excellence
Reviewed 23 November 2013

We have been to other Palace resorts and had our wedding at the Beach Palace a few years ago(AWESOME by the way).
We wanted to experience Isla Mujeres so we decided to stay at the palace resort on the island.
We booked our transfers with Palace as well because it is a bit tricky to get to ferry terminal and then from there to the resort.
Long story short they never picked us up.
After 2 hours on the phone and endless excuses we just took a taxi and went on our own.
I explained the situation to Danielle the manager when we arrived.
He apologized but said it is a company that they hire and it was beyond his control.
after pressing them for a reason every day why this happened he finally admitted they simply forgot us.....nbice.
Now on to the resort.
Rooms are the same as all the other palace resorts and are very nice.
Common areas are nice and well kept.
Pool is nice but no sun past 4 pm on the pool.
Sports equipment is old and broken.
Pool and beach chairs are the white plastic with blue vinyl.
That is more of a 3 star type chair than a 5 star.( picky i know but just an honest observation.)
Beach has nice sand but very weedy ocean.
We went to Playa Norte every day....beautiful!
The Palace is located in the middle of no where which isn't always a bad thing but in this case it just means you have to rent a golf cart or cab it into the Centro or to any excursions you want to hit.
Our biggest issue was with the food.
The occupancy was very low when we were there....a few days there were only 8 couples booked in the resort.
There is only 1 option for restaurants and the menu is the same as room service and it is repeated at nauseaum.
Same menu and buffets every day.
We sat at breakfast with no other couples in the entire restaurant and received NO service for the entire 45 min. we ate.
No coffee no drinks no water....nothing??
The hostess sat us and that was the last we seen of any service staff until 20 min later we went to the bar where 3 of them sat and chatted and got our own drinks and took them back to the table.
We finished up and went to talk to the manager....again.
We are extremely laid back guests and not demanding or expect to be treated like royalty, but being able to get a coffee at breakfast i didnt think was too much to ask.
Because there was very few people in the pool there was no bartender at the swim up bar.
I stood there for 10 min until he seen me from his seat in the restaurant and came running.
Again not the end of the world but for a 5 star resort it is something we have never experienced before.

We finallty left and went to Pivilege Aluxes and enjoyed the remainder of our trip.
Danielle....go visit that resort and see how they treat their guests....that is impressive.
We absolutely loved Isla Mujeres and the food and culture is amazing!
Unfortunately the Palace was the least favorite part of the holiday.

Room Tip: use your points to upgrade to an ocean front room
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  • Stayed: November 2013, travelled as a couple
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2  Thank firefun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 22 November 2013

Arrived in early November. To preface this review, my wife and I are Palace members and have been going to Moon Palace for the past 7 years. This year we wanted to try something different. Well, we got what we wanted. We were taken to the resort by private yacht which was great. Lehmbert, the boat captain was excellent. Very friendly and helpful. Once at the dock, we were greeted by no one. After walking to the front desk, they were unable to find our reservation. After 5 minutes of looking, the found it in a drawer. We were then given the customary cold towel and flower for my wife. We arrived early so our rooms were not ready, not a big deal, as we expected this. I asked about a 3rd floor ocean view room, and was told the resort was full (it wasn't even near full). Jose at the front desk was very indifferent. Upon showing us our room, he was quick and curt and walked out. My wife was not very happy. With my membership we are usually upgraded upon availability. Not the case. During the next few days I noticed other non members were getting ocean view rooms. So much for membership perks. The location here is great. Yes, the beach is not body surfing or snorkeling material, but it was fine to hop in and cool off and relax in it by the shore. The first issue we had was the resort ran out of beer 2 hours after we arrived. We had to walk next door to a beach club and purchase our own beer. About 3 hrs. later that problem was rectified. During our 8 day stay, we had a waitress come by twice to ask us for drinks (party of 4). The rest of the time we had to get our own. Food service was hit or miss. in the morning only 2 staff members were there to pick up dishes and refill drinks, etc. 1 time in 8 days I was asked if I wanted a coffee refill. More people need to be added during breakfast time. The waiters we did have that shined were Daniel, Wilma and Rosa. They always had a smile are were willing to help out. The outdoor pizza oven was a train wreck. For the life of the guy running it, he could not get it up to the proper temperature. Several days it was about 200 degrees Fahrenheit. Several times, people ordered pizza from the "wood Fired" oven at which time he made the pizza and brought it inside to the kitchen to have it cooked. Kind of defeated the purpose. Lunch was buffet and was average. Several times food dishes were not replenished after they were empty. Mostly you would find a warming dish full of sauce and no fish or meat. Dinner was a set menu and varied from Mexican, Italian, Caribbean and International. Mexican and Italian were very good. The other menu's lacked choices and were also lackluster in their taste and presentation. Jose, the 1 man entertainment staff, was the best we encountered all week. He always made it a point to talk to everyone and let them know about the activities he had planned for the day. he was always friendly and had great knowledge of the island. Another person who worked for the dive company on the premises was Isaac. Always friendly and very knowledgeable about diving and the island. The layout of the hotel is quite strange also. The only restroom on the main floor is outside the lobby by the front entrance and over by the pool area. Not only inconvenient, but on the 1 days it rained, became a hazardous area. I seen one woman fall and hurt her knee and had to be helped by staff. The staff did their best the squeegee the water on the floors, but they faced an losing battle. Outside by the pool, the towels are past their prime. Several had threads hanging off of them and some has small tears. Several of the lounge chairs had material that was too far stretched and you could feel the supports underneath. The palapas (thatched roofs) on the pool bat and around the perimeter of the bldg. are in dire need of replacing. They look old and worn. Numerous floor tiles are loose on the second and third floor common area. You could tell by the hollow sounds when walking on them. Basically we don't feel the service was anywhere close to what we have gotten at Moon Palace in the past. This was one of the reasons we choose this resort. We had heard great things about the service, but in our opinion it fell pretty short. To their credit, towards the end of the week service did slightly improve, but not enough to make up for the majority of our stay. Checkout was smooth and uneventful. Would we go back...yes. We feel they just had an off week and hopefully changes will be made to rectify some of the issues.

  • Stayed: November 2013, travelled as a couple
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3  Thank SamBeast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 November 2013

Adorable little secluded hotel- perfect for a weekend escape. The staff is very friendly and attentive. The hotel beach is average but playa Norte is amazing and just a 5 dollar cab ride from the hotel.

Stayed: November 2013, travelled as a couple
2  Thank Dm00ster
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 November 2013

My girlfriend and I stayed here for 4 nights when we visited the isla mujeres and would definitely recommend. It is located right on the beach which makes it a beautiful setting when the sun is shining. Lovely food in the restaurant and the staff were very friendly and offered a great service.

Stayed: November 2013, travelled as a couple
1  Thank Adam W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 November 2013

We stayed a week in November, 2013, because one of our RCI deposited weeks was due to expire unless used in November. This resort was the only one on Isla Mujeres with availibility for exchange so we booked it. The all inclusive fee was very reasonable for all of he transportation, amenities, superb food, drinks, top shelf liquors and overall exceptional quality. The staff was very well trained, courteous and professional. Dining was buffets for breakfast and lunch, but with special chef prepared dishes available on request.. Dinners were from the Mexican menu or the special daily Italian or European menus. The dining was very good, definitely fine dining. This an adults only resort, fairly small, 60 or so rooms, so very peaceful and relaxing. The beach is beautiful with views to the west, for beautiful sunsets. We highly recomment this resort.

  • Stayed: November 2013, travelled as a couple
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2  Thank robnash46
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 November 2013

I am not sure if when we stayed there we were one of the few people staying in this Hotel, but it certainly felt like it.
We loved the room...it was stunning! I took some pictures and I attached it.
The bed was sooooo comfortable and I loved the jet tub in the room as well.
We had scheduled breakfast in bed every morning, which was FANTASTIC! I ordered it the night before and they would bring it to us in the morning...Everything so fresh! If you like smoked Salmon you have to order the smoked salmon omelet! Amazing! My husband and I still talk about it until this day!
the only let down was their restaurant, which had just one, and the food was repetitive for lunch, however dinner was incredible!
The last night we were there we met the chef and he brought us off the menu stuff, which was simply AMAZING! Everything from appetizer to dessert!
The Hotel is fairly small, so it felt cozy! :)
Also, it's very close to the Garrafon Park, which is a MUST SEE! I attached some pictures! :)

  • Stayed: July 2013, travelled as a couple
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3  Thank Lsdutra
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 November 2013

I did not stay here, but I visited with a group of agents. It's an adults only, couples only all-inclusive resort. It's a small, boutique resort with only 62 rooms--all standard rooms. One thrid of the resort has ocean view, another third has partial ocean view, and the rest are resort view.
You can buy the entire resort out for $60,000, with a 3 night minimum, and kids are welcome during a buy out. The resort would be great to buy out for a private wedding.

You have to get there on the Ferry in Cancun, and it's 140 pesos each way, OR you can reserve a complimentary yacht for up to 10 people, and they will bring you right to pier at the property (24 hrs. prior reservations required).

The resort is on the west side of the island, so you get beautiful sunsets! Sunset wedding anyone?!

There's 1 Pool, 1 Restaurant, and 2 bars.
Breakfast & Lunch: Buffet,
Dinner: A La Cart

It may be too small and quiet for some guests, but others want a hideout on their vacation.

Make sure you get a mudslide...they were delicous!

  • Stayed: October 2013, travelled on business
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5  Thank Jessica_Pressler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Isla Mujeres Palace

Address: Carretera Garrafon Vista Alegre Mz 63 Lote 1 SM 007, Isla Mujeres 77400, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Isla Mujeres
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Top resorts Hotel in Isla Mujeres
#1 On the Beach Hotel in Isla Mujeres
#1 Luxury Hotel in Isla Mujeres
Price Range: £267 - £512 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Isla Mujeres Palace 4*
Number of rooms: 62
Official Description (provided by the hotel):
What better location for this small haven than at a small island once a sanctuary to Ixchel, the Mayan goddess of childbirth and medicine? Isla Mujeres (Island of Women) with its scenic views, tranquil beaches, marine parks, and sculptured cliffs, is nature at its best. Small and luxurious, this all-inclusive couples only resort is sure to guarantee a private and relaxed stay. ... more   less 
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Also Known As:
Isla Mujeres Palace Hotel Isla Mujeres
Hotel Isla Mujeres
Palace Hotel Isla Mujeres

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