Cozumel Palace Hotel

, Cozumel, Mexico
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Cozumel Palace Hotel

5 star

Rooms: 176

Av. Rafael E. Melgar km - Cozumel - 77600 - Mexico Hotel Website | 011 52987 872-9430
1166 Traveller

Reviews - Cozumel Palace Hotel

Not what was expected
Submitted by: Martin in 04/02/07
  • Age Group: 60 +
  • From: United States
  • Traveller type: Mature Couple
the room was great.that is the only positive remark i can make.when our key card failed time after time to open our door the desk said it was something we did .we asked them to sent some body to check the lock.THEY DID NOTHING.
out at the pool area thry BLASTED so called music all day long.alli can say about the the wasit was edible.bacon overdone.we did not have one meal we could cosider outstanding.WE WENT HOME AFTER 3 DAYS.IT WAS A WASTE OF TIME AND MONEY STAYINGAT THE PALACE.WE HAVE BEEN TO COZUMEL BEFORE AN ENJOYED IT.NOT THIS TIME.WE SHOULD HAVE GONE TO VEGAS.
Ok, but not 5 star!
Submitted by: Dave in 09/03/06
  • Age Group: 31 - 40
  • From: United States
  • Traveller type: Family Traveller
I love Cozumel, and have twice, but I didn't like the Cozumel Palace. The AC in our room was broken for the first four days of our trip. During the day, it seemed to work fine, averaging around 72 degrees Fahrenheit. However, at night, usually between 2:00 am and 4:00 am, it would shoot up to 80+ degrees Fahrenheit. Each night and the following morning I would complain, politely, and each morning I was assured the problem would be fixed. (Every time I talked with the staff, I asked about moving to another room, and if the hotel were full, then another hotel. Each time that request, as well as my request to speak with the manager was rebuffed.) On the fourth night, I lost me temper. As I told the staff, the first night my family and I were uncomfortable and unhappy. The next night we were upset. The next night we were angry. Finally, the last night, we were furious. Only on the fourth night were we even given a fan after my wife demanded one. On our fifth day there, we were finally moved to a new room. The customer representative and many of the front desk staff looked confused and irritated by my complaints. The hotels' customer representative was only offered a very weak apology after I became angry.

On the seventh night, the AC in the new room started acting up. It sounded as if somebody was pouring water through the vents. At first I was told this was normal, but later I was told that there was a major problem with the main AC in the hotel. This was very self-evident. Talking with the other guests some complained that their rooms were too cold, but most complained that their rooms were too hot at night. The hallways were often very hot. There were also water spots around many of the AC vents, and water dripping on the floors beneath. On our last day there, there were wet floor signs in several places around the hotel, and there were maintenance workers everywhere with their heads stuck up in the ceilings.

I wasn't going to ask for any sort of compensation or partial reimbursement for the miserable conditions of the room, because I assumed the hotel would automatically try to accommodate me and my family for the problems. However, nothing of the sort was offered, so I asked. I got a plate of fruit and a bottle of house wine, both of which were readily available any time of the day or night through room service. To me, this was an insult. Finally I talked with the “owners representative” (the nice lady who tried to sell us a “time-share-like” vacation package), and she got me a meeting with the sub-manager of the hotel. Again, this woman looked at me as if I was insane to complain. She felt no sympathy for our problems, despite the fact that we paid more for this hotel/resort than some of the other hotels available, and the despite the fact they claimed to be a five-star facility. (The only thing five star was the price.)

The food was mediocre at best. Many of the deserts were still icy from being frozen. Some of the “chefs” and a few of the waiters spoke no English, so giving them your requests was frustrating and futile. Every single person I spoke with said that they did not like the food. I have to agree. Between my family and I, we tried just about everything on very limited menus of three restaurants, the snack bar, and room service over the course of the week. There were only a handful of items that I would recommend. The resort only had one restaurant open for breakfast, and it was often a disorganized mess. Room service was spotty at best, and two out of three times, they did not show up at all, even after a second and third call.

The pool was very small, and the “entertainment” was completely lame. The common areas around the pool were in disrepair. The railings along the end of the hotel were only bolted in with 2-inch screws, and at least two people fell over them while trying to look as the water and reefs below. One of the people appeared to be seriously injured when he went head first into the reef. The stainless steel ladders going down to the water were very slippery. I saw several people slip and fall, and on my last day there, I fell and cracked my tailbone and seriously bruised my left foot.

Some of the staff were nice, but just as many were rude. The elevators often stopped violently 6-inches or so above or below the floor. Another common complaint that I heard everyone mention was that the beds were too hard. Even after moving to a room with a working AC, my family and I slept on top of the comforters and blankets because the beds were so darn hard. Furthermore, the door to our closet was broken and we couldn't open it. For four days I requested that it be fixed, yet I was told it was only fixed after we moved to a new room. In the new room, the mini-fridge was busted and would shake violently when the compressor cycled. When I reported it the hotel staff, I was told this was normal. It woke us up every 30 minutes or so during the night. On the sixth day, after more complaints, it was finally replaced.

I enjoyed snorkeling and playing with my wife and children at the beach. I enjoyed the excursions we took away from the hotel. I enjoyed being away from work. My kids loved the hot-tub. I think that my family and I would have had a much better time at the hotel if they would have moved us to a cooler room much sooner, and we probably could have overlooked some of its shortcomings. However, after the way we were treated, especially when the hotel refused to try to make amends by offering some type of compensation, all of the problems there came right to the forefront.

The only nice things about the resort was the free included excursions and the lobby bar. The bartender there was excellent. Besides that, I had a much better time at the El Cozumelino, which in my opinion was a much nicer hotel with a much nicer staff, and the food was actually better and fresher. I will never go to another Palace resort.

Top Local Tips for Cozumel This tour is a must in Coz. Dan and his crew are wonderful. If you can at all, pay them a visit. online. You will not regret it.

Rent a jeep You must rent a vehicle and get aroung the island. Punta Sur and the east side of the island should ot be missed!!!

Carlos and Charlies The guacamole was great here. The fish burger tastes good but it's a little spicy for me. The beach is very small, but nice. If you get there around 11:30 you'll be able to get a great little spot on the beach to have drinks and enjoy the water. Alcoholic drinks were very expensive, and were rather weak on the alcohol. Save your money and order a soda.


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  • Address: Av. Rafael E. Melgar km - Cozumel - 77600 - Mexico
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