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Reviews (6,818)
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Reviewed 31 March 2018

Just returned from 6 days at the Beach Palace with my wife and two children. This review is a struggle for me because while overall we had a great relaxing vacation, we had an issue of theft in our room that was very minor and unfortunate. It caused us to not use housekeeping unless we were in the room to monitor which is not a fun dynamic for anyone involved. I asked to talk to the manager (as one replies to these reviews), but they were not ever available, and you deal with the Hotels PR department. Just left bad taste in what could have been a really special week.
To the positives:
• Beach is one of the most beautiful you will ever experience.
• Food is above average at the buffet and excellent in the restaurants.
• Service is wonderful, with a dedicated and hard-working staff. Victor in the sports bar was a standout for his smiles and service. Fernando at the pool bar was my go to.
• The entertainment was enough to keep two teenagers engaged with zero complaints – a tough task!
• Rooms are spacious and well appointed. We had a lagoon view and it was very nice.
• Plenty of loungers between the pool and the beach.
• Great location in the HZ.

Understanding that issues can happen anywhere you travel, our experience wouldn’t keep me from recommending the Beach Palace to others. I just wanted to leave our candid impression.

  • Stayed: March 2018, traveled with family
    • Location
    • Rooms
    • Service
5  Thank CMM35805
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_At_HotelZone, General Manager at Beach Palace, responded to this reviewResponded 10 April 2018

Dear CMM35805,

I am truly disappointed to know how these unfortunate issues have impacted so negatively by your overall experience. Thank you so much for sharing your review with us, we sincerely appreciate it.

Regardless the aforementioned experience, you only mention positive aspects of Beach Palace in your review which makes me think it could have been a perfect five if the situations would have been different.

As additional comments, I would like to say that our staff are always known for being people with an incredibly strong sense of value and honesty. One of the values we indulge and promote in our collaborators is honesty and we will never tolerate situations like this happening at our resort. I would be grateful if you could share further details with us through private message, it would be quite useful for us in order to provide a proper follow-up and have a better understanding of the situation. We have sent you a private message and look forward to hearing back from you soon.

I would like to cordially invite you to visit us again. I believe we can redeem ourselves and change your experience. Please give us the chance to surpass all of your expectations. We remain at your service.

All the best,
Wilma Zahoul
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 31 March 2018

I highly recommend this place. The food is refresh with variety types and flavors. Desert is delicious. We love the white sand beach, convenient pool and luxury room and lobby. A lot entertainment activities. We made friends with hotel staffs each time. This time met a new friend Damian - the entertainment staff. His ping pong is quite good, a fun and friendly guy.

  • Stayed: March 2018, traveled with family
    • Value
    • Rooms
    • Service
1  Thank Jiening L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_At_HotelZone, Director General at Beach Palace, responded to this reviewResponded 2 April 2018

Dear Jiening L,

First and foremost, thank you so much for choosing Beach Palace. We are grateful to receive your very kind comments and discover you had such amazing experience during your stay. Damian is a great collaborator, very energic and attentive with our guests, I am glad to know he provided an excellent service. Please rest assured he will receive your comments and proper recognition from us.

We hope to welcome you back again soon.

All the best,

Wilma Zahoul
General Manager
wzahoul@palaceresorts.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 30 March 2018 via mobile

If you want a beautiful smile, a friendly face and the best made-to-order eggs in the morning, you must see Gabriela in the buffet restaurant! Her memory is impeccable. By the second day, she had my husband’s omelette on the griddle as he was approaching. We have visited the Palace resorts for 11 years and remember her from our first visit at the Moon Palace. We were so happy to see her at the Beach Palace Resort last year and again this year for our family spring break vacation! Don’t forget to bless her with a few pesos by asking her to tip her chef’s hat in your direction!

Stayed: March 2018, traveled with family
1  Thank Kelly J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_At_HotelZone, General Manager at Beach Palace, responded to this reviewResponded 31 March 2018

Dear Kelly J,

Gabriela is amazing. Please allow me to inform you she was the most recognized collaborator at TripAdvisor in Beach Palace during 2017. More than one hundred reviews providing incredible comments of her performance, beautiful smile and take-caring attitude. Thank you so much for sharing your kind feedback and words to Gabriela, she will be happy to know about your recent experience.

We hope to be honored with your visit once again soon, it will be a pleasure to welcome you back.

All the best,

Wilma Zahoul
General Manager
wzahoul@palaceresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 29 March 2018

Love the beach. Service was a bit slow on the beach and the outside bar. Nice room with balcony and ocean front. Gym was not great, no AC and elyptical was not working properly. Spa service was great.

Room Tip: Ocean front is very nice, but a view to the Lagune is the other option
Stayed: March 2018, traveled with family
Review collected in partnership with this hotel
1  Thank Karin V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_At_HotelZone, General Manager at Beach Palace, responded to this reviewResponded 30 March 2018

Dear Karin V,

Thank you so much for choosing Beach Palace and sharing the details of your recent stay with us. I am happy to know you had an overall good experience, with just a few minor inconveniences during your stay.

Your feedback is quite helpful to us since it gives us the chance to learn from you and use this information to improve and serve you better. Your satisfaction is our most important goal.

We hope to welcome you back again soon.

Best regards,

Wilma Zahoul
General Manager
wzahoul@palaceresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 28 March 2018

The best stay in Cancun ever. Recommend. Everything smell good and clean and it was very friendly Family atmosphere (no drunks). Beach was the best too. The food was fresh and service was great too all around. I will definitely go back to this place.

Stayed: March 2018, traveled with family
Review collected in partnership with this hotel
1  Thank johnanzziani
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_At_HotelZone, General Manager at Beach Palace, responded to this reviewResponded 30 March 2018

Dear johnanzziani,

For me, it is definitely all an honor to know Beach Palace was part of what you consider now your best stay in Cancun ever. Thank you so much for your kindness and preference!

As you noticed, we do our best to keep our resort spotless. This is achieved thanks to our public areas department. They are cleaning 24/7 so you may feel like home during your stay. Kudos to them for such amazing performance!

We hope to welcome you back again soon!

Warm regards,

Wilma Zahoul
General Manager
wzahoul@palaceresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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