Hotel Pal Cozumel

We booked two nights through Booking and had to leave that very night to find somewhere else. The room was nothing like the listing: dirt and stains everywhere, a rusty bed frame, dampness and peeling walls, a lamp with visible mold, and a bathroom in terrible shape with ants. We asked to switch rooms, but the one they showed us was in the same condition. When we refused it, staff were rude and said there'd be no refund. The next day we tried to speak to a manager, and things got worse. Staff were disrespectful and called the police instead of trying to solve the problem. Their only response was that the AC and TV worked, ignoring the basic hygiene issues and the advertised condition of the room. This place is misleading, badly maintained, and the service is unacceptable. I would not recommend it at all. If I could give zero stars, I would.

For its price, location and cleanliness, hotel pal is pretty great. It's only a few blocks from Centro, with lots of good restaurants nearby. Our room was spacious, the beds fairly comfortable, and the Wi-Fi in my room was decent. I didn't try Zoom calls, but it handled several browser tabs and videos fine. It didn't work on the rooftop. The staff were friendly and seemed to keep an eye on who came and went. I had no trouble, but I would've preferred a safe: the door locks didn't seem very secure, so I hid my passport and extra cash in my bags and felt a bit uneasy. The hotel itself wasn't loud, but cars and trucks on the street were easy to hear. Light sleepers should bring earplugs.

My first stay here with my partner had no serious problems, but the second was very different. I was unexpectedly on my period during the night and left some stains on the sheets. I understand the hotel has a damage policy and a price list at the front desk. Paying the sheet fee was fine with me. What upset me was how the staff handled it at checkout. Rather than discreetly explaining the charge and giving me a receipt, a male front desk staff member brought the blood-stained sheets down to reception to show me. He did this in front of another staff member and my partner. Someone else also passed through while this humiliating scene was happening. I felt publicly embarrassed, with no care or respect for my privacy. I've never experienced that kind of disrespect at another hotel. My family works in the hotel industry, and I was shocked by how I was treated. The way this male staff member behaved made me feel that guests, especially women, aren't respected here.

Diego, Christian and the rest of the staff made our stay wonderful. It's a cozy, comfortable place rather than a luxury hotel. The small rooftop pool comes with a beautiful view: you can see the cruise ships and a lovely sunset. It's probably a 5 to 10 minute walk from the Port.