Cozumel Palace

Dusten Pecor

We had an amazing stay and honestly have nothing bad to say. The service was outstanding—friendly, personal, and attentive. The room and pool were great, and staying over Christmas made it even better with tons of fun activities. The food was delicious with plenty of options, plus good room service. On-site snorkeling was a nice bonus, and the kids loved the game room. My daughter’s favorite parts were the warm pool, the games, and the food. Overall, a fantastic experience and we’d absolutely stay here again.

Michael Stanley

Right by the airport. This is the smallest of the palace resorts, but it is still luxurious. The staff was on top of everything. Gondola restaurant has some of the best Italian food I've eaten since I was in Italy. This resort does seem to be an older crowd frequenting the facility. If you are looking to party this won't be for you. Very relaxing. There is no beach, but there are plenty of excursions and great diving. I will definitely be returning.

Kristen Race

We travel a lot- about 4 countries a year. One of those we like to stay at an all-inclusive just to relax. We tip $20/day to cleaning staff, $1 per drink, $10 per meal service, and extra for any additional services like tours or spa services. 12 years ago we stayed at Palace Cozumel and other resorts have dimmed in comparison so we were excited to come back for our anniversary and thinking about entering their membership program for future stays. We have friends in the VIP and Diamond levels- they warned us of the pitfalls but we still felt over all it would be a good investment considering how much we travel. I booked and paid in April 2025. I paid in full and felt I got a good deal. When we arrived, I was informed they had to cancel and rebook our reservation because my credit card number had changed. Same account I had paid in full with just an updated card number. They said we would see the refund in 10-15 days but in order to stay we had to pay THE ENTIRE AMOUNT again. Went around and circles because I have never seen or heard of anything like this before. My husband finally just paid the entire amount again but they REFUSED to give us any paperwork confirming the second payment or future refund. We fought for about an hour and were exhausted so we went to our room. We went back down to book our activities. Prior to our reservation I had booked a massage and boat trip ON THEIR APP. I even asked the guy we emailed with if the $500 resort credit was limited in the spa and he said yes, you can only use $100 of the credit for the spa. I asked if there were any limits for the boat ride and he said no. I have these confirmations in the email. Again, I booked these through the Palace app. Well, when we sat down he said you can only use $100 for the spa, yes- we knew that. But the boat is not covered. I showed him the email that said it was and he just said no. I said cancel the boat- he said he could not because it’s a 3rd party even though it was through their app so I emailed whoever it was back and said cancel the boat. He confirmed the cancellation. We were interested in hearing about the VIP but had a bad taste from the previous situations. My husband said let’s just do it and they said they would give us $1500 resort credit and $240 room credit (which you can use for the taxes on anything covered by resort credit- 16%). I asked if we can use this credit for the remainder on the massage and the room credit for the tax and he said yes. I asked again to check that the boat was cancelled and he said yes. He said wait until after we did the VIP spiel and we would book everything else. We again asked for paper confirmation that we would be receiving the refund for paying for the resort twice and were again told no- to check back later. The service is not what we remember- no one came around to get drink orders, we had to go to the bar. No one helped us with towels or umbrellas. Almost all the chairs were marked reserved. We were there for 2 hours before we even saw a server who seemed to be only taking care of the VIP members. My husband said he got a beer from one later while I was in the pool but I saw no one. We go to the club spiel. They were very polite and lovely but I explained that currently we paid for the resort twice and felt like we don’t trust the company. They told us if we were members they would clear that right up. I shut down then- you should clear it up because it is a scam. When we tried to use our credit, they said you cannot use it on anything booked on their app and all activities and spa were booked so there was nothing to use it on. So you cannot book anything in advance to use credit but if you book after you check in- nothing is available. The food is good. The drinks are good. Rooms are clean and nice- but that’s it. Stay at a cheap hotel, buy your own booze, and eat out and you will have a better experience. We still have not received the refund for double paying.

H C

Great rooms! We had to pay extra to have our rooms next to each other, so that was a draw back. The food and drinks are lacking. Not to mention, if you want any attention at the bar or room service, you should bring plenty of cash for tips. Everyone has their hand out. Even though the food was mediocre, the reservation system on their app was nice. You can exchange USD for USD at the front desk which was nice. The entertainment on Christmas eve was nice.

Erin Jaso Longfellow

We had a wonderful, relaxing stay at Cozumel Palace and truly enjoyed our time overall. The resort itself is beautiful, the atmosphere is calm, and the staff are what make this place truly special. We already can’t wait to return. The only area that fell short this time was the shuttle/transportation service. In the past, transportation has always reached out ahead of time to collect our arrival details and coordinate everything. This time, when I hadn’t heard from them, I emailed but never received a response. I also tried setting it up through the app, but it just kept spinning and then said no shuttles were available. We ended up taking a taxi to the resort, which was perfectly fine, but it didn’t have the same welcoming feel that we’ve experienced before. While at the resort, we tried twice to arrange transportation back to the airport through the front desk. Both times we were told someone would reach out, but no one ever did, so we again took a taxi. Again, totally fine, just not quite as seamless or special as what we’re used to with Palace service. The resort itself was lovely, and although the food quality seemed to have gone down just slightly compared to previous visits, it did not take away from our overall experience. I especially want to recognize Victoria at Momo’s. She made our last night truly unforgettable. The best dessert at the entire resort is at Momo’s—the chocolate lava cake. We hadn’t eaten there on our last night, so our teens were disappointed they wouldn’t get their favorite dessert before leaving. Victoria went out of her way to arrange for two chocolate lava cakes to be delivered to our room so they could enjoy them one last time. It was such a thoughtful, kind gesture and created a super special memory for our family. Moments like that are why we love Cozumel Palace. The staff’s warmth, care, and attention are what truly make this resort exceptional. Despite the transportation hiccups, we had a fantastic stay and are already looking forward to coming back.