Staff was awesome it’s in a great area.

TBH, I normally don't even write reviews, but I wanted to note for anyone reading: DO NOT STAY HERE! The pictures on Expedia are completely misleading, as is the rating. It is really not even a one-star hotel. Poor staff service, multiple unanswered phone calls to the front desk, a limited restaurant that is closed most of the day, no bar, limited beach access, unable to access Wi-Fi, malfunctioning TV remote, watching them dump mop water into the pool. On top of all that, we had a family emergency that shortened our stay, and the hotel would not refund any of portion of the stay that we mistakenly paid in advance. Expedia was zero help: They couldn't contact the facility either, and said they couldn't help. Don't know why they let the location list on the Expedia site knowing the Star Palace is essentially a sham rip-off. DO NOT STAY HERE!

Rooms needed. Mini fridge,.microwave

Chilis Pepper, a restaurant next door is excellent. We were unable to charge drinks and food to our room and needed to pay cash for orders we made out near the pool. Inconvenient, but not a deal breaker once we knew about it. There are several nightclubs across the street and the music was extremely loud until 4am on Friday and Saturday nights. It was so loud, it made sleeping for me impossible. My wife was able to sleep through it. However, I would not stay in the hotel again on a Friday or Saturday night.

Motel 6 equivalent, not good for night sleepers

This stay was to witness eclipse totality, and the first 4 nights of the stay were about $300USD (Fri-Mon), While our last 2 nights were $100. Let me be perfectly clear, this hotel is a $50-100 night hotel MAX. It is Motel 6 quality. Had I not had to pay the price gouging for the event, the review would be 1 star higher. But at the price I paid, it fell far short of what I expected. Pros: Excellent staff, very friendly, property is very clean, there is alot of places within a 15 minute walk for shopping and dining. The pool area is nice, comfortable, and the beach is also very nice. Cons: 1) The nightlife in the Golden Zone is ridiculous, multiple loud "social clubs" that blare their music from 10pm to 4am, even if there is literally only 5 people in their pathetic club. Also lots of "cruisers" ie single men, driving the street with giant speakers in their podunk little trucks blaring music until 4am. This hotel might as well be a cardboard box for all it does to keep out the noise. 2) The dining options at the hotel are an absolute joke, and had I paid for the "all inclusive" I would have been livid. The morning Cafe is terrible, the poolside bar/kitchen opens at 11 or 12 or 1 depending on how the staff is feeling that day, the pizza oven is open depending on the one guys schedule (was closed Sunday while we were there) and again even though he starts working by 9am, he doesnt open until 1pm. All this is ridiculous, pool was crowded by 9-10am every day.....

Nos tocaron unas personas que a mi criterio muy pésimas de atención. La persona que estaba asignada a la limpieza de la segunda planta llegó varias veces a tamborear la puerta sin ningún sentido solo para asegurarse que si estábamos allí. En el check Out el muchacho peor súper desatento y de pésimo comportamiento.

the service is bad and if you don't have branded clothes they don't take good care of you

This hotel has its strengths and weaknesses. Brush up on your Español because English is not commonly spoken here. Do you like banda music? Then this is your heaven. All day and deep into the night, banda is being played by full bands as loudly as possible. Do you love open air nightclubs that blast terrible top 40 music until 4 am? You'll hear all the action from the comfort of your comfortable bed. The cleaning staff is the glue of this establishment! Our room was always spotless! The pool is the party spot from morning til night. Remember to bring your own speaker so you can join in on blasting your personal tunes like everybody else. Good luck getting a lounger there, it is competitive! There is hot water on the weekends but not during the week so get on training yourself for wim hof cold bathing. There are tons of awesome restaurants within blocks of the hotel which I would utilize because the food looks heinous. This was cheap, which was great, but remember you get what you pay for.

Staff were extremely friendly. The beach is beautiful and rooms are simple, but have the necessities

it's on the beach, but pols are really only for kids. insufficient service poolside for snacks etc. this is more a family style hotel and not a good fit for seniors. the security staff didn't attempt to keep any nightime music on the beach at bay so they played till 4 in the morning. room cleaning was very good and front desk service also. but cold to luke warm buffet meals and noise won't bring me back to star palace

The rooms were clean. Didn’t like that there was no fridge or coffee pot in room and no dresser or table, used ironing board as a counter. Not much English was spoken and it serves was none existent for most of the time. Cleaning staff in the rooms where fantastic. Found that the staff waited on the Spanish speaking people and walked past us unless we actually called them over.

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liked the fact that meet all expectations for a place like this to make it a fun vacation

This hotel is not the ideal place to stay. Dirty rooms, and check in is horrible. Would not stay here again.

Front desk staff

This place was not as seen online. Our room was dirty, balcony door lock broken, shower head clogged. Didn’t have room towels after multiple request in person at the front desk. Food was not good, and cold. We payed for all inclusive package and was not worth the money at all. Not safe for my kids. Asked for cancellation and money left within 2 hours of arrival to property and was denied. Wasted 3 hours on phone trying to get help from the website CheapTickets and at the last minute when we were about to get a discount to move to a different hotel ask I request the called was dropped and never was contacted again. The hotel only offered a different room, which I didn’t take because of everything happening and horrible customer service. The following day I booked at an amazing hotel and moved my stuff. I truly hoped to get some of my money back and I still haven’t heard from them.

Not recommend Extremely old beds rooms were terrible bathroom toilet was faulty Just not a good place to stay

GOOD

Has what you need but nothing fancy and facilities could be better

Muy bueno

The hotel is nice looking and pretty clean. Stores and restaurants are near by. Dozens of taxis and local buses always available. What I didn’t like was that the food at the hotel was not all that good. Hotel is constantly noisy, not many out of country tourist.. most guest are locals or from nearby cities and the hotel is constantly crowded. No smiling receptionist to greet you..everyone seems to be in a bad mood and are not helpful with any information. Stayed 3 days with family but would not stay there again.

A must stay in Mazatlán

Such a great place, right on the beach, you sleep with waves of the ocean on the background. Everything is new , staff is very friendly and helpful. Only complaint I had is a little further away from malecon but I guess can’t have it all . Overall I highly recommend this place and can’t wait till I go back

The level of customer service and the cleanliness. Location is good too.

My room wasn't ready on time. The buffet needs a lot of work, not so good.

Great hotel

Love the beach view, easy access to the beach and pool. Love that the hotel is on the strip and you have access to bars and restaurants within walking distance.

Staff could have treated us better. Especially the check in personnel.

Hard beds and extra thin walls.

The beds were hard as a rock and the pillows were lumpy. I asked for different pillows and they were just as hard. Since the walls were super thin we could hear the live music that was playing out in the beach as well as the loud music from the party that was going on next door. We called to complain about the noise 2x Yet they allowed the party to continue till about 3am.

Great location on the beach, great pizza, the view from balcony ok (rm #119) and road noise loud.

The only thing that bothered me about the hotel was the receptionist of the name Dulce received us very bitterly, she gave us the instructions as if we were regating and she made us feel bad, for the other employees I have nothing bad to say they were very kind

The place is okay and everything is close by the pizza is great

Do not stay here unless you have kids or want to be harassed by other people’s kids. The grounds were like a playground... we could only stay in the hot tub for a few minutes - drinks filled with pool water from the kids cannon balls (even though no kids were supposed to be in the hot tub). At night we couldn’t sleep from whatever dance club operated near the downstairs - the bass was rattling the entire room. We will not stay again

Great location, extremely clean, very friendly staff. Perfect place to stay for a beach vacation. It would have been nice to have a small fridge in the room. Maid service was fantastic.

Excelente location near numerous restaurants, services and transportation.

You’ll be harassed by security and staff.

Clean hotel with the most disrespectful/pathetic hospitality. The security guards were harassing my girlfriend and me and were extremely disrespectful and condescending. No management on site and security guards refused to provide their names (in front of front desk). No name tag. I took it up with the reception and they seemed afraid to contradict the agresive staff. I will NEVER stay at this hotel again. What was supposed to be a fun getaway to release stress from work, turned into a nightmare. We did not feel welcome at the hotel and were hesitant to go back to the facilities to get some rest at the end of the day. I would love to speak with whoever is in charge of the hotel as I was not able to speak to anyone with higher authority than the guards.

Quiet small hotel, great location on the beach and secure parking.

from friendly staff to gorgeous views room service was very fast and housekeeping very well done

Just a quick stop in Mazatlan.

Very nice. Protected parking, Nice pool area with bar, right on a nice beach, lovely room, four restaurants, great staff.

Great Hotel

This hotel is perfectly located in Zona Dorada. Hotel is very easy to get around and the rooms are very modern and clean. The ocean view balcony is great!

Wonderful staff seen to all our needs over-the-top Great place right on the beach

Mexican bed. Do I need to say more.

A Gem

Great place to stay. Everything worked. Location was the center of beach action for, surfing, weddings , Mexican musicians, and just beach strolling with easy walking access to neighborhood stores and restaurants. The beach was right outside our window ( beach view room) with a spectacular sunset and nearby island view with palm trees. Great service , great staff, would stay here again in a flash.

Overall it was a good stay however had to change rooms after the 2nd night due to problems with air conditioning. Wish the room had a mini fridge & microwave but did ok without. The staff at the reception didn’t understand or speak much English so any questions had to wait until later in morning. Our Bellboy Francisco was extremely helpful & just a wonderful person. The location is very convenient to restaurants & other shops. The only other complaint would be the elevator situation, small & only one for a large complex

It was a good experience and quick check in on short notice.

Not too Happy

The hotel was nice. I had reserved for two nights and after the first night I received a notice that I needed to leave the room by 12pm. The receptionist the front desk apologized. There were not enough long chairs on the beach and that was an inconvenience.

had a great 7 day getaway.

Cheap remodel job leaves you wanting more.

We had to change rooms because of insect bites.Having only one mirror in the room makes it difficult to get ready.The rooms have no dresser. There is no real surfaces to place your belongings .Only having 3 drawers 2 Small and 1 deep is not enough for a couple. Security staff were very aggressive and rude to a friend dropping us off. Water pressure terrible. There is no information on how to contact the front desk? If you need to speak to anyone you have to walk down to front desk. The bathrooms in the lower level had a horrible smell and we’re closed off and on all week. The hotel seems to be bare minimum services and room standards.The staff is unfriendly and needs customer service training. Other than location I would never recommend your hotel.

nice hotel next to beach

I love it, cheap, good food, best offer, price, location, nice staff

One of the best hotels in mazatlan!

Amazing view of the beach , and hotel room was very neat and clean! The hotel staff was also very helpful ! Defiantly recommend this for anyone who would like to visit Mazatlan !

Star treatment at the Palace Hotel

Jet ski waiting for us at sand in front of Hotel was very special. Close to the Local scene with bars, karaoke, and delicious food.

NO CRIBS

OK. could do better having staff help you out. front desk staff was good, everybody else not very helpful. reservation stated cribs available, but was told they dont have ANY cribs at the hotel.

Amazing ocean front view

Nice, clean, new hotel. Friendly staff and attentive front desk service. Life guards are amazing and do a fabulous job. We did not eat in the restaurant but we had the sushi, and it was really good. Only negatives, way too many kids. This is not a adult orriented hotel. Pool is not enjoyable because of the number of children. And, you only get complimentary coffee and water on the first day. So strange, since there is a coffee machine in the room. Overall, great stay.

Not bad

Decent location, clean, but were constantly bothered about being guests

great location

Nice hotel on the beach staff is very helpful and will try to accommodate your requests..problems with hot water in my room,after three try’s they had it fixed..then on the last day not working again!

Cold shower ! horrible customer service!!

Front desk girl had a bad attitude problem she didn’t want to be there. Hotel and view was great wanted to stay longer but besides her being rude, we didn’t have hot water in our room for showers. Room telephone didn’t work. I told her ther was 4 people. She wrote two on a little card for pool towels and I couldn’t get towels for everyone . Only 2 at a time . She didn’t give us the hotel wristbands and then instead of apologizing after I told her I wanted to speak to a manager and was hiding under behind the front desk counter on the phone talking bad about us. She thought I didn’t speak Spanish.

The room was stark but very clean with most of the amenities you would need other than an ice bucket. Staff were very friendly and helpful.

No hot water in room.

Great heated pool but no hot water in the room. Otherwise very nice, great restaurant looking on the beach.

OK hotel nothing special

The hotel is good, but we lost so much time at check in, the beds and pillows are too hard. They knock on every door at 8:30 am for no reason “just checking” and not too much staff to order in The pool area. The pool is nice and had warm water, the beach is nice for famiy with small kids for older ones was jot so cool.

Very nice!

Everything was great from the moment we got there! We were greeted in the parking area when we arrived and the check in was quick and easy. We were there about an hour and a half early and they let us check in at that time. Rooms very clean except our beds were not comfortable, very hard maybe needs new mattresses. The beach area was amazing, the ocean view from our room spectacular. The only other down fall was the hotel next to us seemed to have events going late at night so we could hear the music very late at night. Pool was nice and warm just right for December.

Great location next to the beach.

My wife and I stayed here for about a week, had a great time in the pool and at the beach.

Great view and great beach

So much to do at this hotel on improvements. No ice machines, no mini fridges available (we would have paid extra for that convience),. Lack of English speaking staff ( good thing I'm good at charades), restaurant food is below average (ordered chili fries and got cold sliced weiners, a few slices of ham (sandwich slices), and soft flavourless cheeses and a few green olives (the best part). Nachos (don't get me started). Not enough pallapas and chairs ( had to be at the beach by 8 am to land a few). No service from Restaurant 5 ft away to the beach ( had to leave the beach and ask). Good thing is you can take your OXXO cooler/mini fridge with your cervezas to the beach. We were lucky to meet a wonderful Mexican gentleman (Miguel and his body guard tiny pooch Greko, He was amazing to help us navigate (he speaks English) and rented us a few white resin chairs as he noticed early on my husband's back was suffering. Star Palace didn't have and beach chairs ... Only the loungers. In the room they have a coffee maker but no coffee cups, filters, not even a pouch of coffee never mind sugar, etc. The worst part is the all night parties with mostly under aged kids ( complained in person several times but they do nothing ). We had the most amazing view and sounds of the ocean mostly Monday to Wednesday when the kiddos were gone). Also so ATM in the hotel, we had to take a taxi to get to the nearest ATM ( so glad we brought Pesos and only had to do this twice).

Decent hotel on the beach

The location was great- we paid for the upgraded room with the beach view (totally worth it), could step out of our room, walk down the stairs to the pool, and past the pool right onto the beach. It was exactly what we were looking for.

The people were rude and charged me extra when i arrived

2 out of 5 stars

Check in was a little tough, front desk guy was really rude to me and my dad. Charged us over $150 dollars for a child we had with us due to us not including her in the reservation which we had reserved for 5 adults did not give us the option for a child. Also they allowed for a time share representative to call our room and gave them our information for them to contact us. We agreed to meet with them and the time share people were rude and made us walk more than 3 blocks back to our hotel when we told them we were not interested. On the other hand, cleaning ladies and servers were AMAZING! Our server i wish I would of gotten his name, was amazing always attentive and with a great Attitude.

Nice close to the beach

Had a very good experience in Mazatlan. Had to pay extra to get a beach front view. I'll be returning in about 6 weeks. Very beautiful place to relax at

Muy buen lugar para vacacionar, excelente atención de todo el staff :)

Excelente atención

Mal olor en alberca , chica . Elevador y pasillo sucio por mucho tiempo . No salvavidas en alberca . Inconvenientes para el estacionamiento del auto, quedó encerrado . Pero sí regresaríamos.

No tenían mi habitación, pedí con vista al mar y pagué extra en mi reserva y me dieron otra con vista a la ciudad, me querían enviar a otro hotel

todo esta bien, sin embargo enrente hay varios bares y n la habitacion que nos toco se escuchaba la musica y lbanda a todo lo que daba y no pudimos dormir bien.

La recepción no fue buena, mal trato de parte del personal, y estaba jugando cartas con mis hijos, y a las 11 PM paso alguien del staff y apago la luz sin advertirnos si quiera, con semejante grosería esta claro que no regreso.

Excelente servicio

Tuve problemas con el check in . Al parecer los adelantos que me pidieron para asegurar mi reservación no fueron aceptados (con tarjeta de crédito y transferencia bancaria). Me hicieron pasar un mal rato con mi familia ávida de irse a descansar. Finalmente aceptaron el pago de mi esposo y nos pusieron el brazalete de plástico.

Pésima atención de gran parte del personal, no orientan al usuario, son muy poco tolerantes y groseros. No recomiendo el hotel, demasiado ruidosa la habitación, realmente no se puede dormir por la noche con tanto ruido de antros y vehículos. La cama muy incómoda.

La limpieza es mala y demasiado ruidoso desde que amanece

En general el hotel es promedio, las habitaciones son muy sencillas lo bueno es que tienen Smart tv y el internet es gratuito. lo visitamos en temporada baja contratando el todo incluído, Pésima la comida, del bufete es poco lo que está rico, para la pizza solo te dan una rebanada y eso tiene que ir la persona a pedirla, las bebidas es un vasito pequeño y el agua te la dan caliente . Llevamos automóvil y era un problema el salir o entrar del estacionamiento pues al parecer el guardia de adentro es el mismo de afuera entonces tocaba ir a recepción a qué lo ubicarán para que nos pudiera abrir, los elevadores muy pequeños y y nunca te dejan papel más que el primer día

Goteaba del techo saliendo del baño y había animalitos como hormiguas, las camas muy duras y no se puede dormir por el ruido excesivo de la calle hasta las 4 am

El hotel tiene poco remodelado, sin embargo queda mucho a deber en cuanto al concepto todo incluido. No hay room service, tampoco frigobar. Solo se puede comer en restaurante de “especialidad” una vez al día para lo cual se requiere reservar haciendo filas enormes. Los restaurantes de 5 y 4 tiempos solo dan opciones para plato fuerte, los otros tiempos son todos iguales. Para comer sushi o ceviche se requiere reservar.Se utilizan vasos desechables en los bares que se encuentran constantemente tirados por la playa. El menú en el buffet es poco variado, no hay muchas opciones y los postres son pocos, lo mismo todos los días. La alberca del hotel está sucia y descuidada aunque la limpian diario, tiene algo de moho. Aunque el hotel luna pertenece a la cadena palace, solo se puede acceder al desayuno y no a las instalaciones, que son mucho mejores que las de los otros palace. En cuanto a la atención del personal es excelente. Son muy serviciales y atentos, haciendo especial mención al mesero Josué y al mesero que está en el sushi.

Cómoda en general,creo que la atención del personal que está en la recepción es muy fria y nada empática con los clientes,la entrega de la habitación fue hasta después se la 4 de la tarde,no mostraron empatía,solicite un día más y no hubo opciones,solo la tarifa más cara.Aun así en general bueno la calificación.

Van dos veces que me hospedo ahi y el piso esta húmedo, aunque se cierre bien todos los accesos de ventila

Confortable y bonitas intalaciones. Comida muy rica y el jacuzzi 👍👍

El acceso a la playa me gusto. No me gusto la falta de estacionamiento y que el hotel se deslinde de proporcionar un lugar seguro para el automovil.

La recepcionista Muraima fue muy amable y nos proporcionó la habitación a las 11 am, cuando normalmente las entregan hasta las 3 pm Excelente servicio

A favor que puedes ir a los diferentes hoteles de la cadena ubicados a lado. En contra que algunos alimentos es forzoso ir a otro de sus hoteles para tomarlos.

Malo en Costo-Beneficio

El costo es alto para el beneficio que se recibe. La atención del personal en su mayoría es buena (la Concierge en Océano Palace Angelica Guevara, con muy buena actitud y en todo momento dispuesta a ayudar a mejorar la estancia). Creo qué hay mejores opciones para un All Inclusive en Mazatlán

Faltan espejos, solo hay uno en el baño, si pusieran otro en la habitación estaría perfecto

Todo bien

me gustó mucho la atencion y la amabilidad por parte del personal, me gustaron las instalaciones en general, la alberca esta muy bien tambien, excelente vista a pie de playa. Lo que no me gustó fue que en ocasiones el piso en la habitacion se humedecia a causa de la condensacion.

la comida no tan rica, el area de playa llega mucha gente externa y hace que este muy lleno y no disfrutas igual

Muy buena ubicación

Bien ubicada

Muy cerca de opciones para comer, 👍! no me gusto, el último día tocando banda como 3 horas en la zona de playa, muy cerca de la alberca 🙄

Trato amable

En la habitación encontramos cucarachas. Muy poca variedad en la comida. El agua de las albercas helada, no podias disfrutar.

🙂

Estadia agradable

En general me fue regular con la experiencia de estadía en el hotel, el contratiempo fue al momento de hacer el check in. Pues la tarifa para el huésped extra era muy superior a la que tenía prevista.

Que era muy grande y muy bonito, comida rica.

La verdad las camas son muy incómodas pero de hay en más esta bien

IMPOSIBLE DORMIR DE LO ALTO DE LA MUSICA AFUERA

La habitación que nos fue asignada era insoportable dormir ya que los locales que se encuentran afuera con musica de banda es tan fuerte la musica que a pesar de estar encerrados perfectamente era imposible si quiera escuchar la televisión de lo alto del ruido, estuvimos 3 dias y fue un tormento las noches!

Buena relación precio calidad, el estacionamiento es relativamente pequeño y está sujeto a disponibilidad, hay algunos bares frente a la avenida los cuales pueden ser un poco ruidosos durante la noche sobre todo en los pisos inferiores. Estoy satisfecho con el hotel.

La ubicación es buena