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Recommended Reviews - Sun Palace Cancun
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Elias is the bar tender at the Diamond bar. He makes an excellent blackberry margaritas and went out of his way to entertain us every night of our stay. What a fun guy! Daniel is a Life guard at the beach and he went above and beyond to make our friends birthday special. He made a "Happy Birthday sign in the beach and made adorable flowers for each of us out of leaves. He made us all feel so special! What an amazing trip to Sun Palace! -Birthday sign & Flowers
The overall experience was one of the best in the world!! As a world traveler, the hospitality at this resort was amazing! The staff was overall all incredible and very nice! The buffet had various endless options of good food and it changes up to a theme every day. They had more options than I can eat lol The restaurants are gorgeous especially the one that requires formal attire. I saw some other tourists in casual wear, which I'm sure they just never dress up in their life, so that definitely ruins the atmosphere if it states "formal" and they come dressed very casual. So that's a "you" problem. Everything was very clean with such a beautiful view of the ocean and pool. Staff went above and beyond! There is no where else that offers this experience and generous hospitality in the world. Mexico has the best hospitality!
Free airport transportation was provided by the resort. It was easy to find the representatives. We had about a 10 minute wait for a van and we were the only couple in it. It is a short ride to the resort. On leaving the resort we shared a van with a family of four. We arrived with plenty of time (too much time) to catch our flight home. The friend who recommended this resort told us that we'd be given a cold beverage when we arrived. That never appeared and we were very thirsty. I did receive a carnation, whoopy! Check in did not take all that long but then we were passed off to the "Palace Elite REP." By this time I really needed to use the bathroom so I was directed to one, still very thirsty BTW. The rep explained our benefits and encouraged us to take a tour of Le Blanc. We declined and he tried a few times to change our minds but didn't really pressure us. I guess we were Palace Elite due to the level of my friend who booked the resort for us. We had a Superior Deluxe/Ocean View. It was spacious but it had two steps down by the hot tub, about midway in the room. To get to the balcony or the dining table one had to step down from the bed area. My husband forgot about the steps and stumbled. Luckily he caught himself. With the marble floors and hard marble edge of the tub it would have meant broken bones. The floors are very slippery if they get wet, especially common in the bathroom area. The flush of the toilet is VERY loud, enough to waken a partner sleeping. There are three pools. Two are quiet pools and the third bigger one is the activity pool. All are about 4 1/2 feet deep. It was virtually impossible to get a lounge chair by the pool as almost all of them were reserved for Palace Diamond and Resident members. That did put a major hamper to our ability to enjoy the resort. The sand on the beach outside the resort was very fine and cool. There were lounge chairs available on the beach with umbrellas with resort service provided (food and drinks) The food was plentiful and there were a large variety of options. I found the food in the buffet to be too salty. Our favorite restaurant for dinner was Fuego, both for the ambiance and the food. Our least favorite was the Italian restaurant, Trattoria. The pasta was good but our mains were inedible. They had good flavor but the meat (chicken for me and beef for him) was tough and couldn't be swallowed. Thai was so-so but I loved one of their specialty drinks (Saki Rose Sour) so stopped by one night when we were dining elsewhere and asked if I could get one to go. They were happy to oblige. I had a latte twice at Sweet and Coffee but both times it was not hot so I gave up getting it there. In the restaurant for breakfast my lattes were piping hot. Lunch at the buffet has a pasta bar with a list of entrees. One is Arrabbiata. The ingredients of this normally vegetarian dish listed were "garlic, pepperoncino and tomato sauce ''. I ordered it and it contained some sort of meat. I asked for it without meat and was told in the future I should ask for "Plain Arrabbiata" What? They treat food allergies very seriously. Before we arrived I filled out an allergy survey on the app. I'm allergic to shrimp, but it's a minor allergy and I just don't order shrimp, but at each and every meal, before being seated, I was asked about it so they can inform the cooks. It got to be way too much. If you have an allergy where cross-contamination is an issue, perhaps it would be wise, but for dietary issues that you maintain on your own, fill out that questionnaire cautiously. I tried many cocktails based on other guests' recommendations. I did discover that each bartender had a different way of making some of the drinks. One time my Mayan Riviera drink was three levels of juices blended, the next time it was made over ice. At times the drinks were strong, other times very weak. The service was phenomenal. All the staff were courteous and happy to provide service. The resort app can be used to order room service and restocking of the amenities in the room. We asked for extra pillows and extra water. Both were delivered promptly and the room service order was correct (we had specific requests for the standard dishes) and delivered on time. Would we return and recommend this resort? If it wasn't a membership driven resort, I'd love to go back. However, there definitely is a class system here. Diamond and Resident members are reserved practically all the lounge chairs at all three pools and there is an air of entitlement that was off-putting to us. Our booking came with two free tours. We were told only just 3 were available. Tulum, Ek Balam or a dolphin encounter. Ek Balam would have been 7 am - 7 pm and I have a reluctance to support dolphin captivity. We took the Tulum tour. The bus stopped at each Palace resort to pick up people and with a bathroom stop with a long line, it was 4 hours before we were in the ruins after leaving the resort.
We had an absolutely incredible stay at Sun Palace! We originally thought we'd spend most of our time relaxing at the quiet pool, but we never even made it there! Every single day, we found ourselves at the fun pool, thanks to the amazing entertainment crew. They made each day unforgettable with their energy, activities, and genuine kindness. We truly had the best time with them! A special shoutout to Jonathan, Jesus, Pedro, and Allan for making everyday the best day at the pool! Our room was spacious, extremely clean, and comfortable, everything you'd want for a relaxing vacation. Housekeeping did an outstanding job keeping everything cleaned and refreshed! I was a little worried the food might get repetitive because of only having four restaurants, but that was never the case. With large, varied menus, there was something new and delicious to try every day. I never had a meal I didn't enjoy, and never once left a table hungry! The staff across the board were fantastic! Everyone we encountered was kind, helpful, and went above and beyond to make our stay perfect. There was always something to do in the evenings. Anything from acoustic singers to a fire show, so much fun!!! We loved it so much that we're already talking about bringing our family to Sun Palace so they can experience the same amazing vacation we did!
This is my favorite of the Palace Resorts. I'm about to go for my 3rd trip in two years! It is MUCH smaller than the other Palace Resorts I've been too...but...no kids is game changing! Unfortunately, the spa is quite small too. We use our Resort Credit to book spa services at The Grand for the day. The beach is the most beautiful and it isn't as crowded as other resorts I've been to. I also feel like I need to write this to defend Palace from recent news....Palace is the victim not the perpetrator.
Stayed at this resort for 5 nights. I stayed at palace resorts before so I was not surprise about the great service and delicious food. The place has a spa and a swimmable beach. This is an adults only / couples resort. The only thing I would say there's only two pools but the weekdays I did not find it crowded so that was good. The spa is also smaller than other palace resorts but we practically had it to ourselves as it's by appointment. We also got deep tissue massages and were definitely worth it. The staff go above and beyond so I would definitely recommend. There's 24-hour room service. I really enjoyed the Mexican restaurant Aurora and the Thai restaurant was also very delicious
Beautiful resort, and amenities. Tried all of the restaurants and I least enjoyed the Italian restaurant, however I did like the Fettuccine Alfredo sauce I ordered. Ate in the main dining area and had the luxury of listening and watching a live trio of singers in traditional Mexican attire. Our meal there was the best. Breakfast every morning at the buffet was pretty appetizing, never left me hungry. There was a meat, egg, and I believe pasta station. Along with everything else you can think of for breakfast and brunch. They just ask that you don't take food to go and I get it because you pretty much can get the same thing in room service. We booked our excursions outside the resort, as we found them cheaper elsewhere. Our barista every morning we had to leave early, was very friendly and a brute smile to see so early. Stayed in the honeymoon suite w/jacuzzi w/a view of the ocean for New Years!!! Room came stocked w/tequila, vodka, beers, juice, water, seltzer, coffee (creamer, sugar, and stirrers), and chips. Ordered room service from the app which was very convenient (fries were really good). The pools were very busy from morning until about 3/4pm where they died down a bit since people began preparing for dinner. Staff was very friendly, attentive and accommodation. I'm very happy my partner speaks Spanish, I was unable to communicate with some staff members because I do not know the language. Now my reason for the 3 stars. *Paid for a set number of days, and due to an issue out of my control (flight was cancelled) I arrived a day late. I had a set amount of hotel credits based upon the number of nights purchased and because I arrived a day late, they took a days worth of hotel/us credits away from our account. Then told us the only way we could purchase something was so another timeshare presentation to get the credits we were missing (stolen from us). I argued and fought for my credits from the time I arrived, it was after I completed the time share that I was then awarded my lost days worth of credits. Unfortunately, I was checking out the next morning, bright and early and had I been granted this originally I wouldn't have had to waste almost 3hrs of my time sitting through a presentation that I continuously said No too. DO NOT SIGN UP FOR ANY PROMOTIONS BEING OFFERED *Decided to use the hot tub one evening and what a disaster in our room there after. The hot tub was wonderful, looking over the ocean as the sun set. Drained the tub and from that day forward the room was wet. I meant the next morning we left, room service did there thing we return late afternoon to the bed sheets literally wet, towels, the room period. Calls room service to redo room (know it wasn't there fault but sheets we're literally wet and we needed a nap) when they come in they tell us they did the room already. We tell them the issue, they feel the sheets and towels and agree that it needed to be changed and said the reason was because we used hot water in the tub . Was I to use cold?!? Room remained wet the next few days with no resolution and we never used it after.
Firstly, booked trip through Delta Vacations, which was smooth. Perhaps most hotels in/around Cancun do similar "membership" elements but this was our first experience at such a place and definitely shades our experience. Upon arrival to the hotel (around 5pm), we checked in with relative ease, then they have you meet with another individual at a desk opposite check in. This is where the sales pitch starts. Succinctly, do not agree to any "presentation" for membership consideration. They will entice you with resort credits, which, as we figured, are quite worthless (eg, only $100 could be used at the spa, which was exorbitantly expensive and anything spent was charged a 16% tax, which generally matches the true value of the item). So, do not count on using them for much! Secondly, please refer to reviews on Reddit or other forums that discuss the, effectively, kidnapping tactics used to get you to "join" their membership. Just say no! The staff throughout the resort was amazing and the true perk of the stay. We had many positive experiences with staff. The food is mediocre across the board. You must make reservations for dinner. On the night of arrival, no reservations were available, so this was annoying. But, luckily, we were told to walk in. This only worked at Aurora, the Mexican restaurant, which, in our opinion, was the best! When in Mexico....As others have alluded, the Italian restaurant was surprisingly the worst. Fuego and Thai were average but the waitstaff at Fuego were top notch (and we ate there for breakfast daily and lunch). The snack bar was hit or miss. The buffets (breakfast and lunch) at Aurora were sketchy with cold food (that should've been warm) and warm food (that should've been served cold). There was even sushi rolls not on ice at lunch!! The saving grace was the cook to order station, which was th busiest and best. The chair by the pool/beach situation is ridiculous. We learned after day 1 that we had to get up early, save chairs and come back if we wanted anything. Unless you're a member, you'll be challenged to find anything in what is essentially the members only sections (the staff reserves chairs for members starting at about 530 am) by both pools. The quiet pool was solidly filled with these so we either had to go towards the active pool or the beach. And, again, if you don't play the reserve a chair game, all areas fill up fast! The beach was decent but the ocean was "red flag" for the majority of our stay. This means you aren't able to go in. In fact, the lifeguard on duty will whistle you out. We did, however, walk about a half mile south to a calmer section of ocean which was nearly always open (in front of club med). We went here daily! The rooms and hotel was always clean and modern appearing. Overall, "shine bright if you're a diamond" but if you're like us and not a member, you may feel like a second class guest. But, don't be tempted with membership (read up on these tactics, don't give anyone your passport/credit card) for the sake of getting credits and reserved chairs by the pool. It's not worth it!
Great stay at Sun Palace Hotel. We had Ocean and pool view. The room in the new wing is beautiful with granite floor , Jacuzzi , big balcony, bath room and plenty of spaces for my clothes. The moment that we checked in we got a welcome drink & flower including a bottle of champagne and chocolate-dipped strawberries in the room. Raul at the front desk was wonderful. He helped me from my first day at Sun Palace including with taxis. He showed me the list price of the taxi in front of the hotel and assured me that we would be safe because the drivers work around the hotel thus if they misbehave with Sun Palace guests, the hotel will not use them again. It is a important for us because we realized that we did not have to arrange transportation in advance for our trip to Playa del Carmen. We can leave the hotel anytime that we prefer. I also asked Raul advice on Isla Mujeres, mall etc. It was great to be able to take a bus just in front of the hotel to Isla Village where an Aquarium is located as well. Luis always made me feel welcome. Thank you so much. Sun Palace is a on the beach and my room is so close to the ocean. The hotel is a good size. I do not have to walk too far from one building to another building. The cancellation policy is great while some hotels have one month cancellation which was a problem during the COVID that many people lost money. I also had a surgery on November 29 thus one month cancellation would not fit me well because I would not sure about side effects after the surgery. The food was excellent and all the restaurants have a nice ambiance and decoration. The show may not be as grand but Sun Palace food surpassed the hotel with excellent show and for me that was more important. The night that I had dinner at Aurora , there was a violin player. It made our dinner a romantic one. Dinner at trattoria was great . Thank you Francisco for helping us change our reservation for the Thai restaurant . The Thai restaurant was awesome. I am Thai and the food tasted so authentic that I thought they have Thai Chef. Fresia ,the manager, was so nice to allow us to take Pad Thai to the. So she understood and gave us a special arrangement. Rolando, the concierge, is one of my favorites. he helped me with my new iphone photo timing. He is so nice and warm that I approached him with different questions during my stay ( show, bus, mall etc.) All the servers and the pool servers were so nice. The pool servers came around often so that your relaxing time by the pool was so splendid. Samuel & Luis & team at the bell and valet , You are all great. Special thanks to Luis who brought my snorkel bag that I forgot in the lobby to me at the taxi. I almost left the hotel without it. All of Sun Palace people made Sun Palace a special place for all guests. This is an excellent place to be.
This is a beautiful, five star, adult only resort on the beach. From the moment you step foot onto the property, everyone is professional, pleasant, and offers exceptional, unmatched customer service that can't be found anywhere else. There is something for everyone here in every beautiful facet of this resort. From restaurants, bars, a spa, nail salon, boutiques, convenient store, entertainment room, a relaxation pool, party pool, 24/7 room-service, and of course the beach where the staff bends over backwards to create an experience that you cannot find anywhere else, and that makes you want to come back again, and again, and again. read more
Sun palace is a great all-inclusive hotel for couples or small groups looking for a very chill calm resort. They do not allow kids which makes this resort extra quiet and calm. All of the staff are kind and very helpful. The hotel is clean. The only improvement that could be made is the food, but this is to be expected at many all-inclusive hotels. read more
6 months ago
Elias is the bar tender at the Diamond bar. He makes an excellent blackberry margaritas and went out of his way to entertain us every night of our stay. What a fun guy! Daniel is a Life guard at the beach and he went above and beyond to make our friends birthday special. He made a "Happy Birthday sign in the beach and made adorable flowers for each of us out of leaves. He made us all feel so special! What an amazing trip to Sun Palace! -Birthday sign & Flowers read more
My husband and I had an excellent first time in Cancun and first time staying at a Palace Resort. The service was phenomenal, food choices a-plenty and all delicious, and the entire resort was beautiful. We used Costco Travel and the entire process from booking to flying home was seamless. read more
10 months ago
The overall experience was one of the best in the world!! As a world traveler, the hospitality at this resort was amazing! The staff was overall all incredible and very nice! The buffet had various endless options of good food and it changes up to a theme every day. They had more options than I can eat lol The restaurants are gorgeous especially the one that requires formal attire. I saw some other tourists in casual wear, which I'm sure they just never dress up in their life, so that definitely ruins the atmosphere if it states "formal" and they come dressed very casual. So that's a "you" problem. Everything was very clean with such a beautiful view of the ocean and pool. Staff went above and beyond! There is no where else that offers this experience and generous hospitality in the world. Mexico has the best hospitality! read more
4 months ago
6 months ago
5 months ago
3 years ago
Free airport transportation was provided by the resort. It was easy to find the representatives. We had about a 10 minute wait for a van and we were the only couple in it. It is a short ride to the resort. On leaving the resort we shared a van with a family of four. We arrived with plenty of time (too much time) to catch our flight home. The friend who recommended this resort told us that we'd be given a cold beverage when we arrived. That never appeared and we were very thirsty. I did receive a carnation, whoopy! Check in did not take all that long but then we were passed off to the "Palace Elite REP." By this time I really needed to use the bathroom so I was directed to one, still very thirsty BTW. The rep explained our benefits and encouraged us to take a tour of Le Blanc. We declined and he tried a few times to change our minds but didn't really pressure us. I guess we were Palace Elite due to the level of my friend who booked the resort for us. We had a Superior Deluxe/Ocean View. It was spacious but it had two steps down by the hot tub, about midway in the room. To get to the balcony or the dining table one had to step down from the bed area. My husband forgot about the steps and stumbled. Luckily he caught himself. With the marble floors and hard marble edge of the tub it would have meant broken bones. The floors are very slippery if they get wet, especially common in the bathroom area. The flush of the toilet is VERY loud, enough to waken a partner sleeping. There are three pools. Two are quiet pools and the third bigger one is the activity pool. All are about 4 1/2 feet deep. It was virtually impossible to get a lounge chair by the pool as almost all of them were reserved for Palace Diamond and Resident members. That did put a major hamper to our ability to enjoy the resort. The sand on the beach outside the resort was very fine and cool. There were lounge chairs available on the beach with umbrellas with resort service provided (food and drinks) The food was plentiful and there were a large variety of options. I found the food in the buffet to be too salty. Our favorite restaurant for dinner was Fuego, both for the ambiance and the food. Our least favorite was the Italian restaurant, Trattoria. The pasta was good but our mains were inedible. They had good flavor but the meat (chicken for me and beef for him) was tough and couldn't be swallowed. Thai was so-so but I loved one of their specialty drinks (Saki Rose Sour) so stopped by one night when we were dining elsewhere and asked if I could get one to go. They were happy to oblige. I had a latte twice at Sweet and Coffee but both times it was not hot so I gave up getting it there. In the restaurant for breakfast my lattes were piping hot. Lunch at the buffet has a pasta bar with a list of entrees. One is Arrabbiata. The ingredients of this normally vegetarian dish listed were "garlic, pepperoncino and tomato sauce ''. I ordered it and it contained some sort of meat. I asked for it without meat and was told in the future I should ask for "Plain Arrabbiata" What? They treat food allergies very seriously. Before we arrived I filled out an allergy survey on the app. I'm allergic to shrimp, but it's a minor allergy and I just don't order shrimp, but at each and every meal, before being seated, I was asked about it so they can inform the cooks. It got to be way too much. If you have an allergy where cross-contamination is an issue, perhaps it would be wise, but for dietary issues that you maintain on your own, fill out that questionnaire cautiously. I tried many cocktails based on other guests' recommendations. I did discover that each bartender had a different way of making some of the drinks. One time my Mayan Riviera drink was three levels of juices blended, the next time it was made over ice. At times the drinks were strong, other times very weak. The service was phenomenal. All the staff were courteous and happy to provide service. The resort app can be used to order room service and restocking of the amenities in the room. We asked for extra pillows and extra water. Both were delivered promptly and the room service order was correct (we had specific requests for the standard dishes) and delivered on time. Would we return and recommend this resort? If it wasn't a membership driven resort, I'd love to go back. However, there definitely is a class system here. Diamond and Resident members are reserved practically all the lounge chairs at all three pools and there is an air of entitlement that was off-putting to us. Our booking came with two free tours. We were told only just 3 were available. Tulum, Ek Balam or a dolphin encounter. Ek Balam would have been 7 am - 7 pm and I have a reluctance to support dolphin captivity. We took the Tulum tour. The bus stopped at each Palace resort to pick up people and with a bathroom stop with a long line, it was 4 hours before we were in the ruins after leaving the resort. read more
1 year ago
Quick 3 night getaway. Stress free the entire time. Go to the swim up bar and ask for the "secret" drink. Dinner at Trattoria and Thai were delicious. Spa treatment with massage the morning we left to achieve maximum relaxation before flying home. We will return many more times! read more
1 year ago
We had an absolutely incredible stay at Sun Palace! We originally thought we'd spend most of our time relaxing at the quiet pool, but we never even made it there! Every single day, we found ourselves at the fun pool, thanks to the amazing entertainment crew. They made each day unforgettable with their energy, activities, and genuine kindness. We truly had the best time with them! A special shoutout to Jonathan, Jesus, Pedro, and Allan for making everyday the best day at the pool! Our room was spacious, extremely clean, and comfortable, everything you'd want for a relaxing vacation. Housekeeping did an outstanding job keeping everything cleaned and refreshed! I was a little worried the food might get repetitive because of only having four restaurants, but that was never the case. With large, varied menus, there was something new and delicious to try every day. I never had a meal I didn't enjoy, and never once left a table hungry! The staff across the board were fantastic! Everyone we encountered was kind, helpful, and went above and beyond to make our stay perfect. There was always something to do in the evenings. Anything from acoustic singers to a fire show, so much fun!!! We loved it so much that we're already talking about bringing our family to Sun Palace so they can experience the same amazing vacation we did! read more
1 year ago
This is my favorite of the Palace Resorts. I'm about to go for my 3rd trip in two years! It is MUCH smaller than the other Palace Resorts I've been too...but...no kids is game changing! Unfortunately, the spa is quite small too. We use our Resort Credit to book spa services at The Grand for the day. The beach is the most beautiful and it isn't as crowded as other resorts I've been to. I also feel like I need to write this to defend Palace from recent news....Palace is the victim not the perpetrator. read more
Stayed at this resort for 5 nights. I stayed at palace resorts before so I was not surprise about the great service and delicious food. The place has a spa and a swimmable beach. This is an adults only / couples resort. The only thing I would say there's only two pools but the weekdays I did not find it crowded so that was good. The spa is also smaller than other palace resorts but we practically had it to ourselves as it's by appointment. We also got deep tissue massages and were definitely worth it. The staff go above and beyond so I would definitely recommend. There's 24-hour room service. I really enjoyed the Mexican restaurant Aurora and the Thai restaurant was also very delicious read more
5 months ago
11 months ago
Beautiful resort, and amenities. Tried all of the restaurants and I least enjoyed the Italian restaurant, however I did like the Fettuccine Alfredo sauce I ordered. Ate in the main dining area and had the luxury of listening and watching a live trio of singers in traditional Mexican attire. Our meal there was the best. Breakfast every morning at the buffet was pretty appetizing, never left me hungry. There was a meat, egg, and I believe pasta station. Along with everything else you can think of for breakfast and brunch. They just ask that you don't take food to go and I get it because you pretty much can get the same thing in room service. We booked our excursions outside the resort, as we found them cheaper elsewhere. Our barista every morning we had to leave early, was very friendly and a brute smile to see so early. Stayed in the honeymoon suite w/jacuzzi w/a view of the ocean for New Years!!! Room came stocked w/tequila, vodka, beers, juice, water, seltzer, coffee (creamer, sugar, and stirrers), and chips. Ordered room service from the app which was very convenient (fries were really good). The pools were very busy from morning until about 3/4pm where they died down a bit since people began preparing for dinner. Staff was very friendly, attentive and accommodation. I'm very happy my partner speaks Spanish, I was unable to communicate with some staff members because I do not know the language. Now my reason for the 3 stars. *Paid for a set number of days, and due to an issue out of my control (flight was cancelled) I arrived a day late. I had a set amount of hotel credits based upon the number of nights purchased and because I arrived a day late, they took a days worth of hotel/us credits away from our account. Then told us the only way we could purchase something was so another timeshare presentation to get the credits we were missing (stolen from us). I argued and fought for my credits from the time I arrived, it was after I completed the time share that I was then awarded my lost days worth of credits. Unfortunately, I was checking out the next morning, bright and early and had I been granted this originally I wouldn't have had to waste almost 3hrs of my time sitting through a presentation that I continuously said No too. DO NOT SIGN UP FOR ANY PROMOTIONS BEING OFFERED *Decided to use the hot tub one evening and what a disaster in our room there after. The hot tub was wonderful, looking over the ocean as the sun set. Drained the tub and from that day forward the room was wet. I meant the next morning we left, room service did there thing we return late afternoon to the bed sheets literally wet, towels, the room period. Calls room service to redo room (know it wasn't there fault but sheets we're literally wet and we needed a nap) when they come in they tell us they did the room already. We tell them the issue, they feel the sheets and towels and agree that it needed to be changed and said the reason was because we used hot water in the tub . Was I to use cold?!? Room remained wet the next few days with no resolution and we never used it after. read more
2 years ago
Firstly, booked trip through Delta Vacations, which was smooth. Perhaps most hotels in/around Cancun do similar "membership" elements but this was our first experience at such a place and definitely shades our experience. Upon arrival to the hotel (around 5pm), we checked in with relative ease, then they have you meet with another individual at a desk opposite check in. This is where the sales pitch starts. Succinctly, do not agree to any "presentation" for membership consideration. They will entice you with resort credits, which, as we figured, are quite worthless (eg, only $100 could be used at the spa, which was exorbitantly expensive and anything spent was charged a 16% tax, which generally matches the true value of the item). So, do not count on using them for much! Secondly, please refer to reviews on Reddit or other forums that discuss the, effectively, kidnapping tactics used to get you to "join" their membership. Just say no! The staff throughout the resort was amazing and the true perk of the stay. We had many positive experiences with staff. The food is mediocre across the board. You must make reservations for dinner. On the night of arrival, no reservations were available, so this was annoying. But, luckily, we were told to walk in. This only worked at Aurora, the Mexican restaurant, which, in our opinion, was the best! When in Mexico....As others have alluded, the Italian restaurant was surprisingly the worst. Fuego and Thai were average but the waitstaff at Fuego were top notch (and we ate there for breakfast daily and lunch). The snack bar was hit or miss. The buffets (breakfast and lunch) at Aurora were sketchy with cold food (that should've been warm) and warm food (that should've been served cold). There was even sushi rolls not on ice at lunch!! The saving grace was the cook to order station, which was th busiest and best. The chair by the pool/beach situation is ridiculous. We learned after day 1 that we had to get up early, save chairs and come back if we wanted anything. Unless you're a member, you'll be challenged to find anything in what is essentially the members only sections (the staff reserves chairs for members starting at about 530 am) by both pools. The quiet pool was solidly filled with these so we either had to go towards the active pool or the beach. And, again, if you don't play the reserve a chair game, all areas fill up fast! The beach was decent but the ocean was "red flag" for the majority of our stay. This means you aren't able to go in. In fact, the lifeguard on duty will whistle you out. We did, however, walk about a half mile south to a calmer section of ocean which was nearly always open (in front of club med). We went here daily! The rooms and hotel was always clean and modern appearing. Overall, "shine bright if you're a diamond" but if you're like us and not a member, you may feel like a second class guest. But, don't be tempted with membership (read up on these tactics, don't give anyone your passport/credit card) for the sake of getting credits and reserved chairs by the pool. It's not worth it! read more
3 years ago
Great stay at Sun Palace Hotel. We had Ocean and pool view. The room in the new wing is beautiful with granite floor , Jacuzzi , big balcony, bath room and plenty of spaces for my clothes. The moment that we checked in we got a welcome drink & flower including a bottle of champagne and chocolate-dipped strawberries in the room. Raul at the front desk was wonderful. He helped me from my first day at Sun Palace including with taxis. He showed me the list price of the taxi in front of the hotel and assured me that we would be safe because the drivers work around the hotel thus if they misbehave with Sun Palace guests, the hotel will not use them again. It is a important for us because we realized that we did not have to arrange transportation in advance for our trip to Playa del Carmen. We can leave the hotel anytime that we prefer. I also asked Raul advice on Isla Mujeres, mall etc. It was great to be able to take a bus just in front of the hotel to Isla Village where an Aquarium is located as well. Luis always made me feel welcome. Thank you so much. Sun Palace is a on the beach and my room is so close to the ocean. The hotel is a good size. I do not have to walk too far from one building to another building. The cancellation policy is great while some hotels have one month cancellation which was a problem during the COVID that many people lost money. I also had a surgery on November 29 thus one month cancellation would not fit me well because I would not sure about side effects after the surgery. The food was excellent and all the restaurants have a nice ambiance and decoration. The show may not be as grand but Sun Palace food surpassed the hotel with excellent show and for me that was more important. The night that I had dinner at Aurora , there was a violin player. It made our dinner a romantic one. Dinner at trattoria was great . Thank you Francisco for helping us change our reservation for the Thai restaurant . The Thai restaurant was awesome. I am Thai and the food tasted so authentic that I thought they have Thai Chef. Fresia ,the manager, was so nice to allow us to take Pad Thai to the. So she understood and gave us a special arrangement. Rolando, the concierge, is one of my favorites. he helped me with my new iphone photo timing. He is so nice and warm that I approached him with different questions during my stay ( show, bus, mall etc.) All the servers and the pool servers were so nice. The pool servers came around often so that your relaxing time by the pool was so splendid. Samuel & Luis & team at the bell and valet , You are all great. Special thanks to Luis who brought my snorkel bag that I forgot in the lobby to me at the taxi. I almost left the hotel without it. All of Sun Palace people made Sun Palace a special place for all guests. This is an excellent place to be. read more
1 year ago
11 months ago
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2 years ago
This place is an all inclusive adult resort. When I say it's an adult resort it just means no kids, nothing more. Entire hotel is illuminated with backlit LED's throughout the entire resort. We had 4 bottles of alcohol in the room, so you could start with: Tequila, Bacardi, J&B, or Skyy vodka..... read more
This resort is nice. We went as part of a concert package. I will say this blows the moon palace, sunrise and nizcuc away. Food always needs attention, same here. The nice thing is the infinity pools and proximity to the ocean. The problem is reservations for time share guests at the pool chairs which if i was I would expect that too. Room service is good. If I wasn't going to a concert there are nicer resorts. Rooms are nice, big tub in room -it's a quieter resort and the staff are amazing. Relaxing spot. read more
We had a great stay at Sun Palace Cancún! This is our 5th time here and we typically break up our trip by resort hoping when we go to Mexico. Therefore sorry if it feels like I am comparing to other resorts. This resort is smaller and very compact compared to others which is nice compared to larger ones where there is a lot of walking. My personal favorite thing is the excellent coffee/chocolate bar that's open from 6:00am-11:00pm. They have a wide variety of coffees, crepes, chocolates, ice cream, and cakes all day long. Our room was clean and maintained clean throughout the week (room maintenance comes each day to make up your room.) The food was overall good. Our favorite places are the steakhouse and Italian. We personal don't love the Mexican restaurant at night, the menu is somewhat hard to follow and it's not your typical "American Mexican" food people are use to. We've seen the entertainment and my favorite is the fire show that's outside and least favorite is the Michael Jackson show in the small ballroom. The sports bar is a fun place with multiple TVs, a large projector, a bar/bartender, pool tables, and a small outdoor area. At night they usually have live music in the sports bar until 1:00-2:00am. The beach is well maintained and kept. Finding a place to sit middle of the day wasn't an issue for us. They even have a staff member that's happy to put up an umbrella for you. We thought the staff were very friendly and helpful. Overall, we love Sun Palace and enjoy coming here each winter. Things that stood out to me: -There coffee/chocolate bar -An automated allergy system that makes them aware each restaurant you go what your allergic to -The gym is huge and updated -An App with all the menus, can order any food from, and even use as a room key. Things we didn't love: -The pushy timeshare/club member upgrades. (We are good about sharing that we are happy to pay full price) -You have to/are encouraged to make prior reservations to restaurants for dinner - Mexican restaurant dinner menu was hard to follow for us -Resort wrist band read more
My hubby and I had a wonderful time staying at Sun Palace at the end of September. We went during their off season, which was great because we never had to worry about finding a lounger or recliner at the pool. Only diamond members are allowed to reserve a spot but if they don't claim their spot within an hour the staff will remove the reservation sign. Given that the resort is quite small compared to other Palace Resorts, I appreciate that fact that the wait staff would try to seat us far from other guests to maintain social distancing. The room we got was the most basic with partial ocean view (still pretty awesome) on the 1st floor, but don't let that fool you. It was the biggest and most luxurious hotel room I've ever stayed in, and it felt so grand having the jacuzzi inside the room. Some of the rooms have the jacuzzi on the balcony but honestly who would want to use a hot tub in that Cancun heat and humidity? I personally prefer having it indoors so we could crank up our A/C while soaking in the warmth. I brought bath bombs and that made the whole hot tub experience so much better. They also offered Awe Spa Shower Gel, which did foam very nicely in the jacuzzi. Sound proofing could probably be better. The folks who stayed above us had elephant feet; but luckily we were all on a similar schedule so we were never awaken by sounds or noises in the middle of the night. Our balcony faced the activity pool; although we could hear the music outside during the daytime but it wasn't really an issue. The gym on the 2nd floor had just about every equipment one would need for a strenuous workout. They also offered cold towel and water bottles, in addition to chlorophyll water (tasted like minty mouth wash imo) and fresh fruits on some of the days. The yoga mats kept disappearing sadly; there were 3 on my first day there but only one remained during my subsequent visits. The service I encountered had been nothing but impeccable; every staff greeted us with a warm smile and some of them would try to remember our names and their faces lit up whenever they recognized us. The cleaning crew stopped by our rooms at least twice daily without being prompted, and during the 2nd visit they would close our blackout curtains, turn off all lights except the reading lights above our bed, and leave us Lindt chocolates on the nightstand. I got so spoiled by their treatment that I became disappointed when I didn't get my chocolate bonbon one of the nights! The all inclusive offered 24/7 room service (definitely take advantage of it!), 4 restaurants (some are open for all 3 meals and some only open for dinners), gym, and two separate infinity pool areas (one side is the quiet pool and the other is where activities are held). We developed a morning routine where we would lounge by the quiet pool side after our breakfast and hang out until it was time for lunch. The restaurant offering overall was decent but not spectacular. For breakfast, you could either choose between room service, breakfast buffet spread at Aurora, or go to Fuego on Sun/Tues/Thurs (I wonder if they don't open daily bc it's off season?). My favorites would definitely be the waffle bar at breakfast buffet and the Poblano crepe at Fuego. For lunch you could go to Fuego, poolside service (tacos, quesadillas, guac, etc), room service, or lunch buffet at Aurora. The nice thing about eating at the poolside bar is that you don't need to change out of your swimsuits whereas all other places require you to cover up. The fresh guacamole stand by the activity pool was far superior than any of the guacamole that came out of the regular kitchens. Another item I really liked for lunch was the cream corn soup at Fuego. For dinner options the restaurants are Fuego (American), Tratto (Italian), Thai (pan Asian), and Aurora (Mexican); room service is also an option. I especially enjoyed the hot stoned soup and mole from Aurora as well as the ishiyaki from Thai. My husband also really liked the red curry from Thai. However some of the choices on their menus were strange and experimental at best (eg, pistachio cremeux at Trattoria was a sloppy combination of savory, sweet, and odd textures; the tlayuda at Aurora was away too gamy and lard-forward that I could barely finish it). The Bar was also a fantastic place to hang out, during those intermittent rain showers we came across during our stay. I enjoyed it mainly for the ambiance and pool tables. Most of the cocktails offered there were too weak, watered down and sugary for my taste. We normally would just order mezcal tonic which seemed to have the right balance between smokiness and a tinge of sweetness from the tonic water. Overall we enjoyed our time off there. I would recommend going during off season, and be firm whenever you get pressed on buying timeshare packages or Le Blanc presentation. You can always watch 3 Days 3 Noches video on YouTube if you are curious. read more
Our stay at Sun Palace was amazing! The staff members are so friendly and go out of their way to accommodate all guests. Every little detail is taken into consideration. The food is excellent! I'd skip Fuego and the Italian restaurant and go to the Thai restaurant instead. In the summer/early fall, they do sea turtle releases! read more
1 year ago
3 years ago
Sun Palace Presidential Suite has a big terrace to tan in semi-private area with minimal tanlines.... read more
5 years ago
We were visiting Cancun for the first time and decided to go with Sun Palace since they had good reviews and offered us resort credits that we could use towards tours, room upgrades, spa, etc. Let's start with the good... - The resort itself is very nice, clean, and well-maintained. It's also not very big which was perfect for us because we didn't want to stay at one of those mega-resorts that you can get lost at and has tons of people. - The resort is couples only. So no kids or college spring-breakers. Perfect if you want peace and quiet during your stay. - The room we stayed in (Ocean View Junior Suite) was superb. Big King bed, an in-room Jacuzzi, a balcony, flat-screen TV, and of course beautiful ocean views. - The breakfast and lunch buffets were both great with a large variety of selection. And since this is an all-inclusive resort, all your meals are covered. - The service is very good and the staff are all very attentive and professional Now here's the Bad... - This may or may not apply to you depending on whether you're a Palace Resorts member or booked your stay via a member referral either through an actual member or a travel agent/website. For us, we were non-members and booked directly via the Sun Palace website. When we arrived and checked in, we were told that we only get to use the resort credits if we agree to attend a sales presentation at Moon Palace where they try to get you to become a member. That was not made clear on the website. It just tells you that you get a certain amount of resort credits depending on how many nights you stay. Also, the concierge told us that it's only a 90-min presentation, but it ended up being 4 hours (5 hours if you include the taxi ride to and from Moon Palace). We were only staying for 3.5 days. So you can imagine how angry we were losing half a day at this presentation. The other thing that really annoyed us was the way they try to sell you this membership/timeshare. Their initial offer is some ridiculous amount that nobody in their right mind would pay. 2 hours and 3 salespeople later (if you keep declining) you get their final offer, which is actually quite good and we definitely see the value in it. However, we were so angry at that point that we declined their final offer and went on our way. Had they just started with that offer, it would've saved both sides 2 hours. - While the breakfast and lunch buffets were very good, the same cannot be said about their dinners (which is a la carte). It's not terrible by any means, but it's not great either. We would say that we were overall unimpressed. - We also opted to use $300 of our resort credit towards a romantic dinner on the beach. That was probably our biggest mistake of the trip. The menu is fixed. We got a glass of champagne, a tomato juice pre-appetizer, a tuna salad, a cream of cauliflower soup, a beef filet w/ grilled shrimp, and chocolate cake. That is not what I'd expect for $300. For that kind of money I would've expected higher end offerings that use premium ingredients. Also, the surf & turf you get is not even a nice cut of filet mignon. I got a a half inch beef filet that was about 5oz and overcooked (I asked for medium-rare, it came out medium-well). We were so dissatisfied with the meal that we ended up eating a second dinner later at night. - While the resort is all-inclusive, you have to pay the taxes out of pocket. Resort credits do not cover the taxes. So for example, the romantic dinner that I mentioned above which costs $300, I had to pay $33 in tax for that. Same goes for any tours or spa treatments that you book. It's not necessarily a negative, but it's something that you should be aware of. Also, not all wines are included in the all-inclusive. If you want something a little nicer and higher end, it's an additional cost. read more
Where do I begin? I am still trying to get off cloud 15, because I am way past cloud 9! This resort, from the minute I entered, to my departure, I felt nothing but satisfaction! Each and everyone of the staff members were absolutely eager to make me feel as if I was the only guest at their service. From greeting you, all throughout the resort, to remembering every bit of detail about your drink and food preferences. The rooms had sea views that would take your breath away! By the way, they all faced the ocean! If you're able to afford it, I recommend upgrading to the concierge level. This service gives you access to the VIP area on the beach, that offers umbrellas and hammocks, turn down service, beach bag, 25 minute massage, amazing chocolates daily, wine, premium alcohol drinks , concierge service that books your restaurants if needed. ( I went to the Mexican restaurant 5 out of the 6 days) highly recommended! Authentic Mexican cuisine, that's not being served in the States. Soooooo DELICIOUS and UNIQUE!!! At the Mexican restaurant, everyone were extremely friendly and attentive! From the host Ema, and all of the waiters: Especially Felipe and Gerardo! They would see me coming, knew I loved sitting outside ( view of the ocean) and would run every time, to help me with my plate, and they also remembered my favorite drink ( classic margarita -AMAZING) The food~ Secret ingredient: LOVE! From the buffet breakfast , lunch and A la carte dinner, you can't go wrong! I ate at the Steak restaurant once, it was good,( Fuego) but it wasn't as exceptional as the Mexican restaurant. Every time I travel to resorts, I always dine at the local restaurant. I didn't travel to the Caribbean, to eat fries , burgers and pizza! I want LOCAL food darn it! LOL! So, that's why I dined there most of the time . Tip: When ordering the dessert at the Mexican restaurant dinner time, order the flambe bananas. This comes with a cool presentation! There's two infinity pools that faces the ocean, lots of entertainment, and a sports bar. Oh, and there's a sweet bar too, that serves coffee, lattes, milkshakes, ice cream, crepes from scratch, savory pastries and tons of chocolates, and a variety of cakes. I LOVED the coconut cake! BOMB!! And the Chai latte!! The beach workers made sure that everyone had an umbrella to shade the sun if you wanted, and they walked around monitoring the sun, so they can adjust the umbrella accordingly. I would be sleeping, and be awaken by the devils ass, aka the sun, and before I could even get up from my comfy position as I wiped my face from drooling, here comes José, adjusting the umbrella for me, so I won't have to get up.. If that's not 10 star service, I don't know what is! I've been to several other fantastic resorts, and have never had every single services be met. I would say jokingly, hmm, that would be nice if someone would do, X,Y,Z etc, but it's in my head. But to have someone attend to something so simple, without even hesitating, levels UP the experience! Oh, and I noticed that everyone that requires heavy lifting, had back support worn. Cuddos to the owner and management implementing that for their staff! Anyone that cares for their staff like that, really do care about customer service. That simple observation made this resort along with the PHENOMENAL service, the BEST resort I've ever been to in the Caribbean! THANK YOU for such an AMAZING experience!!! PS : For the non tippers. PLEASE come with cash, and tip these HARD working men and women!! "In a place where you can be anything, be KIND" They deserve it!! As always, I'll be back! In my Arnold Schwarzenegger voice! read more
This was my first time in Mexico so I have nothing to compare it to. From start to finish our short, four days at the Sun Palace were amazing. I can't rave enough about how friendly the staff was the entire time. They would bend over backwards for the guests at any waking second. As soon as we arrived at the hotel and checked in, I was delighted with a flower ("for the lady" they would say) and we were handed Palomas in champagne flutes for a refreshment. The lobby smelled wonderful; like a tropical spa, I still get whiffs here and there and remember that relaxing feeling of vacation. We had an awesome room, apparently they "upgraded" us, but who knows. We were on the same floor as the gym, basically two steps away. That made me super happy because I got up at 6 every morning to workout. Our room had a bottle of wine and two glasses and a huge balcony, so that may have been the upgrade. We also had a Jacuzzi in the middle of the room which was different. Everything was spotless and spacious. The mini bar was stocked with all sorts of included beverages. Our first night we walked around the premises and ate at the Italian restaurant. Getting my sweat on at the gym each morning, I have to say, was my favorite part! I'd get there before sunrise and watch the sun come up whilst running on the treadmill. In the gym they had freshly brewed coffee, exotic fruits, nuts, clean white towels, cold water bottles, and alkaline water available for the "go-getters" every morning. Tip: the gym bathrooms were very nice too, and private if you want to get away from your partner every once in a while ;) The cardio machines and gym equipment were stellar and up-to-date although some were programmed in Spanish. I am quite familiar with the Life Fitness brand from my gym in Reno. I was blown away by the amazing views, blue water, and white sand. Apparently we were VIP so we got to sit on the oh-so cushioned lounge chairs on the right hand side of the beach. After strolling up and down the shoreline, we could tell that the Sun Palace had the cleanest waters and beaches any of the resorts by far! The weather in January was bit off, I got sun burned the first day then after that it was fairly cloudy and quite windy. Then from my sun burned skin I was cold the rest of the weekend, but that didn't stop me from swimming in the ocean for hours every day. The water was crystal clear and I got to see a lot of fish, good thing I brought my goggles. I could and did swim for hours in that water without fear or too crazy of waves. Like I said, Sun Palace is known to have the best beaches and less rickety waters than the other resorts. Now to write about the food a little bit. There's so much to say I don't want to make this a novel; however, there were endless possibilities of food. Breakfast every morning we would have espresso's in tiny cups, green juice, fresh fruit & grain bowls, and made to order eggs at the buffet. After a few hours on the beach we'd head up to the buffet again for a nice salad and various forms of protein to choose from. All the items were fresh and mouth watering. We also ate at the pool-side restaurant one day (sweet potato tots, guacamole, shrimp ceviche, and fish tacos). We frequented the steakhouse a couple nights for dinner because it was outside on the roof, during a full moon, and there was a pretty blue lit pool with comfy seating. It was sad when our time in Cancun came to an end but hopefully I'll be back someday. If you are single, dating, married, or in a relationship with no children, this is the place for you. An all-inclusive, singles only resort, yes please. read more
We booked this through Costco Travel for our wedding anniversary and had an amazing experience! As other reviews mention, the resort is couples only so it's great for a romantic getaway. The service was wonderful for the 4 days that we were there. I would personally say 4-5 days is a good amount of time. Any longer and I might have gotten bored of the restaurants or felt it was repetitive. I also think the Sun Palace section of the beach was among the best maintained and lifeguarded as compared to other resorts that I saw in passing. Highlights: - Breakfast and lunch buffet - Guacamole and taco cart - Beachside and poolside service Of the restaurants, our favorite was the Mexican and Thai. We didn't see any of the shows or anything like that but all of that info was very readily available on the Palace Resort app. read more
2 years ago
this is by far one of my favorite, luxury, adults only, all inclusive resorts in the hotel zone. everything from the quality of the food and alcohol, service, and spacious room was a 10/10. the vibe wad quiet and intimate, this hotel is not for those looking to party and turn up, but more so for those looking for a romantic getaway. something like a honeymoon, baby moon, anniversary trip, or just a simple romantic trip with your partner. there are several restaurants and bars in the property, and the views were amazing. another thing i enjoyed about this property was its small size. i'm not a fan of super huge resorts, so this was perfect for me. read more
2 years ago
I really can't say more than the food was the best part. Plus the Latin hospitality is superb. No other country treats their guest like Mexican residents. The food was (in my opinion) fresh, and packed with the flavor. I did feel the pressure from the staff to eat an appetizer, Side, main course and dessert. Haha Who wouldn't want that for free? We're on vacation! It was great! The pool was fun, always clean. Even the drink service by the ocean was peppy. I loved the guacamole cart, and the el pastor taco lady! Yum! The well drinks were a little watered down. So make sure to request a next tier. It's still included. "You don't get what you don't ask for" -Brian read more
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