Location
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Resort Details
Hotel Advisories
General Policies & Fine Print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
5295 reviews
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Nov 20, 2024Over the top!
The place and service were over the top! Beds awesome pools great location short distance to shops. Eat most of my meals at mono! Food service staff were absolutely wonderful. Jose Cime head waiter Eddie Chi waiter Jesus Mora waiter Johnathan waiter Elizabeth waitress Carmita bussboy! All the restaurants were delicious with great service. All moon palace properties are wonderful could not ask for any better service. Thank you for making our vacation top notch. Clyde and Debbie Haskell
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Nov 10, 2024Unless You Have A Gray Wristband Do Not Expect First Class Service
We have stayed at the Cozumel Palace several times always booking a high room category....usually the honeymoon suite with amenities. My husband is an avid diver and we have loved the small resort vibe there. Two things happened on our recent trip that may cause us to never stay there again. Upon Checkin, we needed to complete my spa booking and his dives. Were guided to a man who was our "coordinator" and was told he could do this for us. He was nothing more than a salesman wanting us to attend their presentation. We told him we were not interested....he kept pushing us and would not take no for an answer. I finally had to get ugly and told him NO under no circumstances were we attending that...his reply "why not". When he finally got the picture, we told us to go to another desk....did not and was not interested in helping us book anything. A bad start. Guess our number one complaint was the way we felt like we were "second class citizens" if we did not have a gray wristband. Not once...not twice...but three times at the lobby bar, the bartender was in the middle of making drinks for us. A gentleman walked up with a gray wristband. He STOPPED making our drinks and waited on the other guy. Now, that is not the employee's fault....that is management's fault for teaching them to do that. It is inexcusable, frustrating, and disappointing and we let them know it. I fully understand "privilege" but never has it been so blantantly slammed in my face. Before I close this I do want to say that it saddens me to write this review. The people that are employed there are some of the nicest and most gracious people in Mexico (Abraham, Marcus, and Sylvia come to mind). The bedding and pillows in the room are so comfortable and the rooms are impeccably clean. This is a strange comment...but never have I smelled better toilet paper in my life...what do they put on that stuff? It is a great location and I feel safe taking a taxi to town while my husband is diving. It makes me sad to feel the need to search elsewhere.
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Nov 04, 2024
My favorite destination
I have stayed at this resort several times in the past and want to keep coming back. Everything about this experience was a solid 5 stars. The staff is super friendly and by the end of my stay knew my habits. Ivan, Karina, Jared, Joel, Antonio, Paola, Isaiah, Hannah and all the others have became my friends and took exceptional care of my lady friend and I. The pool is great and we loved the Spa. Not sure what kind of beds they have but it's like floating on a cloud. I am coming back for another visit soon.
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Nov 02, 2024
Unpleasant arrival
When we arrived at Cozumel Palace, the check-in process was smooth and easy. We were offered a cucumber drink, though a more tropical option would have felt more fitting. Right after check-in, we were approached by a man who introduced himself as our coordinator. He led us to a couch and began talking rapidly, though his English was somewhat broken. He was incredibly pushy, offering additional room credits and pressuring us to attend a sales presentation about Palace Resorts. This was a major turn-off, and if it weren’t for my wife, I would have walked out of the resort then and there. I was surprised and disappointed that Palace Resorts allows their guests to be greeted this way. After declining and finally heading to the elevators, we overheard that one of them had repeatedly gotten stuck with guests inside. Despite this, it was still in use. When we reached our room, we opened the sliding glass door to take in the view, only to find that the door frame fell apart when we tried to close it. I called the front desk three times before someone came to repair it, and I had to wait for them to arrive. On our third night, we ourselves got stuck in the elevator. There was no phone inside, only a panic button. Another guest trapped with us managed to pry open the doors, and we realized we were about a foot above the floor we were aiming for. We all jumped out, uncertain of what might happen next. The resort had recently reopened and clearly wasn’t fully ready. While things did improve over our stay, the poor experience within the first hour left a lasting impression. Unfortunately, it’s unlikely I’d return, though this could have been a very different experience with better initial hospitality.
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Oct 17, 2024
Beautiful ocean views, both in and out of the water!
I have been to Cozumel Palace several times with my family and we love it! Beautiful location with great ocean views. My kids and I love to go scuba diving and the dive shop they have on-site is really convenient and their staff is wonderful. We especially appreciated Vanessa, who helped me and my boys with our scuba certifications this year!