TripAdvisor Traveler Rating

Let me start of by saying this place is amazing on its own. What set it apart from everywhere else we have stayed was the staff that worked here. I have never been treated more like family in all my years of traveling. Just amazing people to talk to!!! The food was terrific and rooms also very nice. No problems with keeping the rooms cool. (The wife kept it cold enough to hang meat lol). Drinks were made strong and delicious. I can’t brag in this place enough. We can’t wait to get back there and vacation.

I can’t fault the palace staff they really helped make our holiday memorable from the fantastic William, Andres, Michael and the team at the pool making exceptional cocktails to the entertainment team Coca Cola, Capuccino, etc who make the day fun with yoga, Zumba, aqua and other great activities! Nicandro at reception who always knows I need water and change and the lovely coffee shop team which makes a great start to the day. In the evening Vidal can’t do enough for us at his fab bar in the palace lobby but also a great team in the main bar Luis Alb, Pedro, Carmito etc. Can’t wait to return!

1. Cleanliness and Maintenance: Food: The dining experience was completely unacceptable, as flies and stones were found inside the food. This was documented with photos and videos, and the restaurant employee who took the room number was informed, but no compensation or apology was offered until our departure. Rooms: The cleanliness inside the rooms is not up to the required level. During the stay, the room was cleaned only 4-5 times out of 10 days. The floor of the room always had sand, and the tea and coffee in the room was always incomplete. The toilet paper used was very bad, as it was only one layer. Maintenance: There are frequent malfunctions in the rooms, such as lighting, air conditioning, and the balcony door. Some of these problems took long hours to resolve. 2. Service Quality: Staff: The reception staff were not professional. We were assigned an inappropriate room that had malfunctions, and when we asked for a change, it took more than 6 hours. Some of the staff were also unprofessional and seemed to be trying to prevent us from knowing our rights. Response: Problem solving was very slow, it took hours to move us to another temporary room. Instead of providing quick solutions, we were asked to stay in a broken room until the faults were fixed. 3. Food and Beverage: Food Quality: The food is always cold, whether it is breakfast, lunch or dinner. Although the taste is acceptable, the cleanliness is absent. There is also a clear discrimination from the chefs when serving portions between guests. Beverages: Alcoholic drinks were consistently of poor quality, except in cases where a "tip" (gratuity) was given. "Premium" drinks were only served based on tips. 4. Reception and Information: Arrival Procedures: Upon arrival, there was a loud DJ party in front of the reception, which made it difficult to understand the staff's instructions. Information Provided: The information provided by the hotel staff was very incomplete. We only discovered many important details at the end of the vacation, such as the presence of in-room dinner or that some of the restaurants included in the reservation require prior reservation. 5. Language: The staff's level of English is very poor, which makes communication difficult. There was also inaccurate or incomplete information regarding services. 6. Shopping and additional services: The prices of shopping inside the hotel and the pharmacy were very high and unjustified, exceeding the prices in areas known for high price

We spent this year in the warmth for Thanksgiving. We enjoyed the beach, the sun, the relaxing with no traffic and no black Friday headaches.

We Enjoyed our time here. The beach was the best. The staff were really nice and friendly. They had a variety of food, lots of fresh fruits.