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“great service, quiet resort, limited options.”

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Isla Mujeres Palace
Ranked #2 of 37 Hotels in Isla Mujeres
Certificate of Excellence
Winnipeg, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“great service, quiet resort, limited options.”
Reviewed 28 November 2013

My wife and I recently spent a week at the resort and it was very relaxing. We had previously been to the Aventura Spa Palace resort and loved it, so we had high expectations. The staff were terrific, particularly Wilma and Rosa. Jose and Ulysses were also very good. The ride in on the private yacht, was amazing and made you feel very pampered. The resort itself was quiet, and had very limited options for things to do, particularly at night. On the plus side, it was never difficult to get a prime spot by the pool. Issac, who was the scuba and snorkel guy provided fantastic service and was always very friendly and upbeat.

The food was a huge let down.

The breakfast and lunch buffets were small and very limited. We would often have a late lunch or breakfast, and by the time we got there, the options that were left were slim to non. Not a sign of guacamoli the entire week, which I found surprising.

The evening meals were good but the selection was very limited. It was the same Italian menu every night, with about four or five main course options on it. There was a choice of a second menu that rotated (we saw three the entire week) and they had an additional two main course options.

This resort is fine, but not worth the cost that you pay to stay here. More like a 3 star to me.
The only saving grace to me was the excellent staff and the service that they provide.
Will go back to palace resorts, but not to this one!

  • Stayed October 2013, travelled as a couple
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Helpful?
3 Thank jodaneo2000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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St. Clairsville, Ohio
Level Contributor
49 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 89 helpful votes
Reviewed 26 November 2013

We just returned from an memorable wonderful stay at the Isla Palace Nov. 12 - 20th, 2013. We have been members of Palace Resorts since 1995 and have stayed at the LeBlanc, Sun Palace, Moon Palace, Playacar Palace, Cozumel Palace. As well as the Cancun Palace, Adventura Spa and Vallarta Palaces before they became Hard Rock. Some, numerous times. This was our first stay at Isla. Although the transfers are a little longer because of the ferry required, it still was easy for us with Palace Elite Transfers. We were assisted from and back to the Ferry by Ulises one of the front desk clerks. He was a great help and a very personable. We landed at 10:35 and arrived at the hotel at 12:40. Not bad considering customs and immigration. If the "New" yacht Casanova available for transfers had not had mechanical failure the day before arrival it would have been even quicker. This was by far one of the easiest, smoothness and quickest checkins ever. We were greeted with the traditional refreshing towel, favorite beverages and by the most pleasant, courteous people. The lobby was open, airy and convenient. The room was beautiful with a balcony w/ table and chairs and terrific ocean view all the way to mainland Cancun.

The all inclusive restaurant always had variety, excellent presentation and outstanding tasting food. It was interesting to see the Executive Chef, Head Chef and Sous Chefs out and about checking food presentation and quality as well as interacting with guests - nice touch! The general manger was always seen out and around checking "details", right Daniel? We looked forward to all of our meals each day. The waiters and hosts/hostesses were very kind and attentive to make your dining pleasant and enjoyable. 

Employees that were outstanding in there service and assistance to making our 8 day stay special were: General Manager, Daniel Manzanares, Front Desk Manager Roxana Delgado, Executive Chef, Ubaldo Gonzales, Chef Armando and Chef Elias. Restaurant day manager, Jorge and evening head waiter Jose Luis. All of these managers and staff did a great job making things run smoothly and to provide exceptional service. Front desk clerk, Ulises, Jose Azarias, also Mawe always there to help. Restaurant hostesses Rosa and Lourdes always smiling and helping with service. The life guard, Armando Jesus was friendly and helpful everyday. Waiters Wilma, Sharanye, Ariana, Daniel, Arturo, Christian, Juan (always smiling) and Marco Antonio were always providing the best service whether in the dining room, beach and at times room service. Bartenders Edy and Dario went out of there way to provide the best beverages but also took snack orders and served as well. Spa regular therapist employee Nayali was the best. All of these employees did an exception job.

This being a small resort has a team of employees that were multi talented and were seen doing many assignments. Always friendly and willing to provide exceptional drink and food service. Our housekeeping crew were perfect at their jobs.

We prefer the tropical look at the resorts and the Isla Palace was lush with flowers, plants and palm trees throughout the pool and beach area - just gorgeous! Enjoy hammocks in the breeze under Palm trees? You have it here. The optional dinners on the beach or large palapa on the resorts pier were fabulous. Very well presented and prepared.

Once on the island getting around was easy. Taxi basically $5 anywhere. Gulf carts were in use everywhere and walking along the Caribbean was beautiful . We certainly plan a return trip with family and friends as soon as possible. It was too wonderful of an experience not to share! 

Thank you to Isla Management & Staff. 5 Stars!
Hasta Pronto, David & Pamela

  • Stayed November 2013, travelled as a couple
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Helpful?
5 Thank Palacerat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Calgary
Level Contributor
24 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
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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Helpful?
2 Thank firefun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Loudon, Tennessee
Level Contributor
65 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank SamBeast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
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
Helpful?
2 Thank Dm00ster
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cardiff, United Kingdom
Level Contributor
31 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 16 November 2013 via mobile

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
Helpful?
1 Thank Adam W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Corpus Christi, Texas
Level Contributor
32 reviews
common_n_hotel_reviews_1bd8 13 helpful votes
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank robnash46
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

Property: 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 Luxury Hotel in Isla Mujeres
#2 On the Beach Hotel in Isla Mujeres
Price Range (Based on Average Rates): ££££
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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