Cozumel Palace - All Inclusive

“Bugambilias was excellent”

Dinner at Bugambilias was excellent. Our server Carnita was very attentive. The manager Ivaan was excellent- very friendly, informative! Chef Guali prepared us a special vegetarian course as we were all vegetarian .

“Best place in Cozumel”

Great food! Excellent service, Italian restaurant was amazing. Thank you Jonathan 😊

“Perfect resort”

We absolutely love this resort. It's right in town and close to shopping. The food is to die for! The staff is amazing. The hotel grounds are small and beautiful. No actual beach but great snorkeling right off the resort. We have been here three times and lived it each time.

“Amazing service, detracted by pestering kids and pushy sales”

We just returned from 6 nights at Cozumel Palace and overall had a nice time. The rooms and grounds were all beautiful, and reflected the recent renovations. We had a Superior Ocean View Suite on the second floor. Our balcony included both a small seating area and a hammock, both of which we took a… lisää

We just returned from 6 nights at Cozumel Palace and overall had a nice time. The rooms and grounds were all beautiful, and reflected the recent renovations. We had a Superior Ocean View Suite on the second floor. Our balcony included both a small seating area and a hammock, both of which we took advantage of on a near-daily basis. Our room attendant, Carmen, took excellent care of our room every day and the turndown service, especially the truffles and the diffuser, was such a nice touch. We ate at every restaurant at least once and also ordered room service one evening. While Momo was definitely our favorite restaurant, we really did not have a bad meal or experience anywhere. We would like to recognize Martha (restaurant hostess), Jenifer (server at Turquesa breakfast buffet), and Jesus (server at Momo). Dishes we highly recommend: the beef carpaccio at Gondola, the lobster risotto at Gondola, the fried calamari at the snack bar, and any of the sushi at Momo. We enjoyed excellent bar service everywhere we went. Bartenders of note include Rodrigo (he never let a drink run dry!), Javier and his "funny shots," Alejandro, and David. The nightly shows were all great and we enjoyed the variety of different types of shows. Shoutout to Fernando in entertainment, who is a man of many talents! We knew that Cozumel Palace is a small resort and is family-friendly, so were prepared to encounter children and families. However, we were not prepared for how overrrun the public spaces would be with kids. The outdoor kids' area and kids' pool are geared towards young children, meaning that older children and teens (8ish and up) don't really have anywhere outdoors other than the main pool (which is already small) to play and swim. Most of the days during our stay, the pool was filled with kids throwing balls and other toys, jumping off the sides into the pool, or taking up seats at the pool bar. Our first day in the pool, an older child sitting on a pool bar stool kicked my husband twice and there were no responsible adults in sight to redirect him. We have been to many other family-friendly resorts in the past and are definitely not anti-child (we have children of our own, although they were not with us on this trip). However, this is our first time at a family-friendly resort where the kids have nowhere else to go and just kind of run amok amongst the adults at all times. It significantly detracted from our experience. Quite frankly, because of its small size, this Palace location would be better suited as an adults-only location. The other thing that detracted from what would have otherwise been a 5-star experience was the aggressive sales tactics. We had literally only been on-site for about 10 minutes (after a 12-hour travel day, I might add) before being basically steamrolled into agreeing to take a ferry over to Playacar Palace for the sales presentation for the Palace Elite membership. So instead of getting to enjoy our first full day on resort, we were pressured into schlepping down to the ferry, across the bay, sitting through what was more like a 2-hour presentation (NOT the 90 minutes that were promised) with THREE different sales guys, and then back to to the ferry and back across the bay. Perhaps the most frustrating part was that we saw our very same sales team from Playacar on-site at Cozumel the very next day, meaning that we could have saved most of a day traveling to Playacar and back by simply waiting a day and doing the presentation on-site. However, we were told that this was not an option and that we had to go on the day we did in order to receive the Palace Dollars compensation. This felt misleading at best. Ater surviving that first sales gauntlet, we thought we were done being sold to but at the end of our stay, after we had already checked out, we were approached by two additional sales people trying to convince us to put a deposit down on a future trip. I have stayed at five other all-inclusive brands in addition to Palace and am not unfamilier with this type of sales approach, but this was by far the most aggressive I have ever experienced. Unfortunately, because of the disruptive experience in the pool and outdoor spaces as well as the aggressive sales tactics, we will not be returning to either Cozumel Palace or any other Palace location. It is quite unfortunate because there were so many amazing aspects of this resort and the customer service was OUTSTANDING.

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