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“great service and wonderful location”

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Isla Mujeres Palace
Ranked #3 of 38 Hotels in Isla Mujeres
Certificate of Excellence
Puyallup, Washington
Level Contributor
31 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“great service and wonderful location”
Reviewed 16 January 2014

This is grest vacation spot (all incusive) for those who want great service and relative peace and wuiet. Its for couples only and the great boat ride to get here was a wonderful start to a great, relaxing vacation, with very nice food and drink and lots of side trips (if you want them).

Room Tip: Pool or ocean view
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  • Stayed January 2014, travelled as a couple
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Helpful?
1 Thank JJT2040
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (332)
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London, United Kingdom
Level Contributor
32 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed 11 January 2014

Sadly a fairly bad experience. The staff all seem to be nice people who are trying hard, but there are some operational and physical things which made this a place we would not return to.

First, the good things:
-The food is varied, well-prepared, always hot without being dried-out or stale; this is true both in the restaurant and for room service. (I see other reviewers didn't feel the same way - guess we got lucky.)
-There were plenty of chairs around the pool – never a need to rush for one
-We were given a slight discount/refund when we arrived, since the room we had requested was not available
-The staff were always polite/friendly and wanted to help, and most of the time the place was well-staffed (with some exceptions noted below)
-The gym was great, with lots of machines and weights – good space, good music, good light
-King size bed was very comfortable
-Party atmosphere in the pool if you want it

The cons fall into three categories:
1) Service skill/organization was fairly spotty in a few ways, e.g.
-On departure, failed to give us taxi voucher, which led to driver being annoyed when he dropped us off and demanding full fare from us. On the same trip, the transfer company they had promised would pick us up at the other side of the ferry never showed up, so we had to pay out of pocket for a taxi – though we had already paid for the full transfer. (Note the hotel did say they would refund the transfer fee after I told them about this.)
-This is the kind of place where you ask at the front desk for a few things (e.g. ‘a lightbulb is burned out, and we need some water and some soap) and someone comes and addresses one of those things, but you know you will need to chase again on the others.
-To wit: On our third day we ran out of bar soap in the room. We asked for more soap twice that day – never came. Had to ask twice again the next day before we got any.
-Especially at dinner, the waiter service was poor (very slow at every stage; would forget things) – we ended up getting room service for dinner often just to avoid this daily frustration.

2) Relaxing on the beach was harder than it should have been:
-Main reason we would not go back: loud party boats which ruin beach tranquility by rolling up to restaurants/dance halls either side of hotel starting at about 11 a.m. every day. (The rooms are well insulated for sound but on the beach there’s nothing you can do.)
-Semi-loud gas generator on the beach can make it feel like you're in an industrial park.
-While it’s a no-kids resort, the beach is public, and kids do show up. They have fun shouting on the beach, which is fine and what kids do, but it’s another strike against the tranquility.
-Unfortunate acoustics (lots of concrete) mean that almost every place on the beach you’re hearing kitchen noise – dishes clanging, silverware stacking. More distracting than I would have thought.

3) Odd mix of generosity and chintiziness regarding the ‘resort credit’ you get when booking on their website
-Good wines often not available – one waiter said they sell out quickly because they only get one case of each. Of course everyone is trying to spend their resort credit, so the good wines go quickly. We were able to get a bottle we wanted only about 2/3 of the time.
-There is a weird marketing pitch (‘very important information, please stop by the front desk as soon as possible’) where they try to convince you to go to their sister resorts around the area. They do this by telling you all the things you could spend your resort credit on if you went to those other places. It leaves you feeling like you booked the worst of the resorts. They also try to convince you to go while making clear that all the travel responsibility – taxi to the ferry, ferry to the mainland, taxi on the other side, and all that coming back the other way – ‘is on you’, which is the phrase they kept using.

I should note that there was some bad weather while we were there (it rained for 6 of the 10 days) and that probably also put a damper on things. But the service issues where there on the sunny days too. Again, they are nice people and there were some bright spots, but in the spirit of helping other TripAdv users make a good choice, I would say to keep looking.

Room Tip: We were not able to do this, but allegedly you can use your resort credit to upgrade to a better roo...
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  • Stayed January 2014, travelled as a couple
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Helpful?
7 Thank cabecabe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Helsinki, Finland
Level Contributor
17 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 10 January 2014

Clean quality hotel, very good service. Excellent mexican food, also other options. Nice beach, but pool was better for service. Nice boat.

Noisy vacation club on nabourhood, so take ear blugs with you.

The island is small, but good for relaxation. In cancun there are more options for nightlife and shopping.

Room Tip: If you take the room towards the pool, it's not most noisy. You may also have the morning sun, a...
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  • Stayed December 2013, travelled as a couple
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    • Cleanliness
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Helpful?
1 Thank Inka P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Asheville, North Carolina
Level Contributor
55 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 141 helpful votes
Reviewed 8 January 2014

In preparation for submitting this review, I must confess that I had to rethink & rewrite my thoughts several times. My heart’s desire is to accentuate the positives and minimize any negatives.

This was our 12th vacation to the Mayan Riviera over the last 8 years. Many factors played into our decision to take a vacation during the week of December 27-January 2. Among them was the need to escape the stress of work & the holidays. (I could hear Kenny Chesnee’s beckoning invitation, “no shoes, no shirt, no problems.”) So we submitted to the inflated seasonal rates of Isla Mujeres Palace (as were all the other 4* & 5* resorts) and booked our get-a-way through Vacationstogo.com after diligently shopping around for the best rates. As a businessman I am well acquainted with the supply & demand principles that influenced the price we paid for this holiday vacation.

We had previously vacationed at Le Blanc, currently ranked #1 and Secrets the Vine, ranked # 7 on TA this year, during a low occupancy season and at a rate similar to what we paid for Isla Mujeres Palace. So perhaps our expectations were somewhat high for this resort as well.

After clearing Immigration at the airport, we located our transfer company, AmStar who quickly loaded us into an air conditioned van (outdoor temperatures were in the mid 80’s) and took us directly to the UltraMar terminal at Puerto Juarez. Our driver provided us with our round trip ferry tickets and we were on our way to Isla Mujeres. Very efficient service! (Let me also add that we had previously visited Isla Mujeres on several previous vacations to the Cancun area, but this was our first time to vacation on the Isla itself). We paid a cab $6 USD to take us to the resort and thus began our 5 night vacation!

Positives:
• Check-in was quick and efficient and there was not the first mention of “arranging a time to listen to a presentation!”
• The weather was awesome, the pool was warm and the environment was quiet & serene.
• Our room was clean, the AC worked well and the bed was comfortable.
• The room fridge was well stocked with liquid refreshment, (but no snacks).
• The fillet steak on the Italian menu was the BEST meat item of the week.
• Housekeeping service was prompt as well as the evening turn-downs. (We tipped the house-keepers in advance, and it was obviously appreciated!)
• Never a problem finding pool or beach chairs under an umbrella or cabana any time of day!
• Staff who deserve special recognition: Reyes Samuel, Wilma and Karen!

Not-so-positive:
• The food became somewhat boring after the 3rd day.
• Although there were plenty of “genuine bagels,” (per another review in which the guests were served a hard roll with the middle cut out ;-) we did encounter several shortages that were unacceptable for a resort of this caliber.
• They were out of maple syrup for pancakes—suggested we use honey instead. They were out of ketchup, for burgers & fries, so they brought us a concoction of tomato paste & French dressing.
• There was no guacamole, on the buffet, so when we requested an order, it was rationed out and served in a 3oz bowl.
• We requested room service on 5 different occasions. 1 order never arrived, 3 were missing items that were on the order, and only 1 order was complete and satisfactory.
• The room service menu offered fish fillet, “fried or grilled.” On 2 occasions I ordered fried fish, and it arrived grilled. Later on I happened to see one of the food service managers and I shared my experience with him, and he stated that “the menu had a mistake, and they did not offer Pescado Frito!?”

However, we made the best of it, and as always, we enjoyed the people and the warm sun & beautiful beaches of the Mayan Riviera. Again, as a businessman, I see so much potential for this property if they would only take care of the details. It truly seemed as if this resort had exhausted their operating budget for 2013 and was trying to “make do” with the food products on hand, rather than use this potential high occupancy week to roll out their very best. In my world, we thrive on repeat business. Not sure that is the philosophy here! ¡Qué lástima!

Room Tip: All the rooms are pretty much the same, however some are indeed facing the sea.
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  • Stayed December 2013, travelled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank BigMack
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Toronto, Canada
Level Contributor
13 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 8 January 2014

My husband and I stayed at the Isla Mujeres Palace over Christmas. Reviews neglected to mention albeit an adult only property, the hotel is flanked on either side by destination large party boats who operate daily excursions to adjoining beaches. Large party crowds of adult, families and singles descend onto the adjoining beaches and it's party time from noon to midnight. Pounding music, voice overs and meandering guests walk along the beachfront in front of the hotel as you try to quietly rest. The food was disappointing, repetitive, boring and unimaginative. The staff were pleasant and eager to please but beverage orders from time to time would either be forgotten, or take more than 20 minutes to arrive at your table or the beach. OK hotel but not standard of other Palace properties. Spa and salon services as advertised were not consistently available. Room service and housekeeping services weren't reliable and required follow up calls or visits to the front desk. The staff have big hearts and open smiles but this property needs a strong talented manager to focus and train staff.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Retreat_Hunter2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
foodieil
Level Contributor
96 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
Reviewed 5 January 2014

We stayed at the Sun Palace in Cancun, and visited this palace for the day. What a change of pace, when we arrived everyone was sleeping in their pool chairs, listening to the soft waves crash on the beach. Beautiful small resort with a little beach front, a palace resort so we can only assume the service is above average. If you are looking for more people watching, partying and socializing, you may want to go elsewhere. We agreed we may be staying here next time.

  • Stayed January 2014, travelled as a couple
    • Service
Helpful?
3 Thank foodieil
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dallas, Texas
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 1 January 2014

My husband and I travel to a different beach each Christmas and this year we chose the Palace from Dec 21-28. we were greeted at the ferry by Daniel and Pepe who whisked our luggage and took us straight away to the resort. Upon on arrival we were greeted by Roxana with a cool towel and adult beverage. She familiarized us with our lovely hotel room and we quickly unpacked and changed and went to the pool. From the moment we arrived till the time we sadly had to leave, the entire staff was exceptional. If we wanted something to eat that we didn't see on the menu, it was made for us!! All of the bartenders, especially Dario were attentive and never left us thirsty. The wait staff knew our names by day two and remembered our preferences. Jose and Karen got us involved in the daily activities such as bocci ball or blackjack, kayaking or paddle boating. Even with the occasional rain showers that we experienced, nothing could dampen the mood of our stay. We met several other couples that were such a pleasure to spend time with. Even though we have arrived back home, we are still smiling when we think about our vacation!!

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Lally0202
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
#2 Luxury Hotel in Isla Mujeres
#3 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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