Cozumel Palace

Jeremy Manuel

I never post reviews, but now I have to… I booked my honeymoon over a year ago now through the resort. One month before the wedding i received a message saying our stay was cancelled and that we would need to find other options. After many emails back and forth i was finally told that our stay was now fine and that everything at the resort would be available to us. Now 9 days before our wedding I am waiting for upper management to get back with us after receiving another email saying our trip is cancelled again and i have had to make tons of phone calls between their concierge and customer support. They want to transfer us after a year long planning of vacation and expect us to stay in a downgraded room and pay for all transportation changes. My flight is non-refundable and all of the things we planned and paid for on the island are now non-refundable this close to the date. Waiting for this to be resolved. Management will not personally contact us even when asked to speak to a supervisor about our situation. This has been handled very poorly. They said they will get back to me in 24 hours. Leaving me 8 days to plan a new honeymoon in a different destination.

w lund

Been here several times. Food getting worse. Going cheaper. Steaks are very small and very few. Pizza used to be great. Now some of the worst. No one likes it. Used to be personal, fresh ingredients, and brick oven baked. Loved by everyone! Now stale, cold, never fresh and ingredients are different. This hotel was known for its food. Go back to your basics and don't fix it unless it's broke! Your service members, cooks, diamond members, and guests deserve better. Thanks!

Orn N

First I want to say that this review is long overdue and I apologize to all the wonderful people who work at the Cozumel Palace for the delay. This is a very lengthy review, but I try to cover ad much as possible about my exceptional experiences. My family and I have gone there twice in one year, because we had such an amazing experience during our first visit in November of 2023. This past March of 2024 was our second visit and like I said, it was amazing. Not only did the staff remember us, but they made sure we knew that and made us feel super special. I’ve read a lot of reviews from other visitors and I have to say that some of their grievances are clearly due to a lack of research. First off, this property never claims to have a beach. Cozumel is known as one of the best places in the world for diving and snorkeling and this property offers excellent opportunities to experience both. Secondly, the shows; personally, I appreciate the fact that they give local talents a chance to show off their God-given skills and to teach tourists all about Mexican/Cozumel culture and history. Some people have called the shows “corny” or “cheesy.” If you want Cirque du Soleil or something like that, go find it somewhere else. Not only do I greatly appreciate the variety of shows and the fact that they have one almost every night, but I also appreciate the fact that they are family-friendly. Thirdly, the cleanliness of this resort is impecable and I’m very picky about the cleanliness of places I stay at. Hats off to all of the cleaning and maintenance staff. I’ll also highlight how easy, fast, and efficient it is to request maintenance through the app and be greeted with a friendly maintenance member within minutes of putting in the request. The fourth thing is the food. This one I can somewhat agree with some of the reviews, but mostly disagree. Yes, they have some things that are not good, but there is something for everyone and this resort offers an array of delicious options. If you don’t like something, just mention it to a staff member and I guarantee you (based on my personal experience) they will go above and beyond to make it right. With this being said, I’ll start my shoutouts: First off to Chef Elias Amor whom is no longer at that location, but is making families happy at another Palace resort with his incredible culinary talents. Next, I’d like to give a special thanks to Paola whom was the first person to remember my family and I, setting iff a chain reaction of exceptional service from The very first day of our visit in March. To Johnny, who made our anniversary dinner extra special by giving my wife and I a “Mayan coffee” show by the water. A very special shoutout to Mariana for checking on us every day to make sure we were having the best possible vacation and also to Alvaro for having such a wonderful F&B team. My “tocayo” Ivan for just being so kind to us in general and never missing the opportunity to ask us how our day was going. Thank you to Carmen, Pablo, Elizabeth, and Martha for their exceptional food service. Thank you to Enrique and Giovanni for slinging out the best drinks on the property. Thank you to Israel for accompanying us at the beginning and end of such an awesome and relaxing trip to Tulum. Thank you to David and Leslie for taking such great care of us during our kayaking and snorkeling experiences and thank you to Fernando for teaching us how to scuba dive. Last but certainly not least, a very warm and special thanks to Mayra, Alessandra, Angel, and Katya at Sweet & Coffee for working so hard day and night to make everyone delicious coffee, sandwiches, and snacks. Without all the hard work of the above mentioned staff member and of those I didn’t mention, my last two visits to Cozumel would not have been so amazing. I can’t wait to go back for a third time in the near future and I obviously highly recommend Cozumel Palace.

bkp05

Me and my wife arrived on 21st May and they welcomed us with flowers and gave us a wet towel and cucumber flavored drink and it was so nice. Every staff member is very nice and whatever we ordered(Breakfast//Lunch/Dinner) from the room they delivered quickly and nice room services and also food was delicious.Also the restaurant was good in Cozumel palace. We went to a gift shop at Cozumel and we bought some gifts for my family. I recently had the the pleasure of staying at Cozumel Palace and it was an unforgettable experience.The most relaxing vacation ever!! Thank you everyone!!!! I can’t wait to return to Cozumel Palace on my next visit. Highly recommended!”

Mia Brown

We got the loft room and it was gorgeous! The view was amazing. There's no sandy beach at this location, but we don't care too much for sand. We still had access to the ocean. We could kayak, paddle board, and snorkel. The reefs at this location are beautiful! We saw some funky looking fish too. Service was fantastic. I would fly in and out of Cozumel airport if you have the option.