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.
Anthony Angelo
This was our first all-inclusive resort stay. The resort was clean even despite being renovated while we were here. The staff is very friendly and always helpful. Close to everything you need. Stores, shopping, etc. Would highly recommend.
C R
I booked an anniversary package where I was promised late check out, a dinner for two, and complementary champagne I received none of it. When asked I was told that due to the hotel being under construction the late check out was not available. I had requested a king size bed and received a room with two small beds. I made the request to change room right after check in, and I was told none were available and I would be placed in a waitlist. I stayed for 5 nights and never heard back from them. At checkout I was told there was an option to put the two beds together, little too late. I also got severe food poisoning after eating at the steak restaurant on the second day of my trip ( I had to use their doctor to get medicine and I only ate at the resort). There was a lot of smell of paint, construction noise, and construction materials everywhere. I wish I would’ve known the hotel was not fully open and was under renovations before booking. Only after booking with a none cancellation fee I saw on their instagram that they were renovating. The staff was kind and the girls at the dive shop (specially Vanessa) are exceptional. Other than the staff and the diving crew I was very disappointed on my 3rd visit to Cozumel Palace, I will not be booking again.
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!
Elisa Guevara
Excellent room and excellent service. All staff was very friendly and helpful. Great location, great food. Hotel is still going under renovation. No beach.
My Booking
