Sun Palace

S Newman

We stayed at The Sun Palace, located in the hotel zone in Cancun, a few weeks ago and had an absolute amazing experience. The beach featured fine white sand and the sea was picturesque. Our room was spacious and featured a balcony. The room also had Chi beauty products annd I enjoyed the double sinks. All the food we had was amazing, thus we enjoyed the gym and aqua Zumba daily. Each evening, we enjoyed the entertainment, especially The Mentalist Dave Magee. The outstanding service we experienced every single day exceeded our expectations. The Palace resort service is exceptional that is hard to find at other resorts. I enjoyed the spa, including a hot stone massage, 3D facial and a seaweed wrap. The spa technicians- both Valeria(s) and Daisy were amazing. The coffee shop baristas were stellar. My husband enjoys his coffee throughout the day and Eric, Ariadna, Valeria, and Eric (cross training) served up some great brew and treats. Francisco at the quiet pool bar made my husband special non-alcoholic chocolate monkeys each afternoon made with real espresso. Christian, the VIP Concierge, was very helpful in many ways to make our stay amazing. Thank you. Service for breakfast at Fuego and breakfast and lunch at Aurora was enjoyed as Javier took great care of us. The breakfast and lunch buffet were the best they’ve been with eggs made to order for breakfast and tacos and other meat and fish for lunch. Edwin grilled us amazing fish for lunch at Aurora and the last day made our plates extra special with shrimp and octopus. It was great to see Renan at Trattoria. He always made us feel special and we think he was behind a special dessert treat we were surprised with by Ingrid on our last night at Fuego. Able at Trattoria took good care of us for dinner where we loved the lasagne, fish and lamb shank. The piano music during dinner made it extra special. Alfredo at Aurora dinners was very kind and helpful as we enjoyed delicious Mexican cuisine. The posole was some of the best I’ve ever had. A special thank you to Jonathan and Jesus for great aqua Zumba workouts each day so I could eat all the fabulous food! Thank you to the amazing, hard working employees that showed us each day how much they love their job. We appreciate you all. We look forward to our next vacation.

Jen Shirley

We recently stayed here at the Sun palace and had such an amazing time! Everything was great from the food, the drinks, the atmosphere, the views and the service. Jonathan at the pool truly got everyone up and having a great time, we always enjoyed a good laugh with him around. The bar staff (Juan and Marco) were phenomenal as well. We didn't run into one staff member there that we didn't enjoy. I would highly recommend this resort if you are looking for something a little smaller and more personable experience as well as relaxing. You end up making friends with other people there on vacation as well as the staff.

Olejio

A hotel with its pros and cons. Nice beach, lots of swimming pools, good service near the pools, but sometimes you have to wait for the umbrella to be opened for you. It’s not very easy to find a place near the pool in good weather, but the staff try not to have any seats occupied just like that. It was very cold throughout the hotel, I had to write through the app to fix the temperature. In the application itself, you can order good food in the room or place in the restaurant, but in two out of four times you had to wait 20-40 minutes of the seat, although the reservation was made. Delicious coffee and sweets in the lobby. I didn’t like breakfasts and lunches very much, if you follow a diet and a healthy diet, then there is practically nothing to eat. All the food is monotonous every day and I wouldn’t say it’s tasty. In general, the hotel is not quite what I expected, especially after Le Blanc, the difference is colossal.

Arya B.

Unfortunately, aside from the friendliness of the service staff, especially in the main restaurant, there is a great deal of criticism to be made of the management system of this hotel. The spirit and principle of the reception and customer service is geared towards selling products and services at exorbitant prices. I have never experienced anything like it in any other hotel or resort. And yet, I only stay in 5-star hotels around the world. The worst part is that the reception and sales staff have a haughty way of speaking to you, constantly emphasizing: "Our policy and high standards are such and such." Everything is done to make you spend money. My flight was canceled, so I had to change my flight and airline and arrived more than 5 hours late. Meanwhile, my friend arrived on time. Having booked a junior suite with a sea view, she was told that the room was small and had no view! Faced with this claim and the staff's eagerness, she agreed to a paid upgrade to a Honeymoon Junior Suite. Upon arrival, I noticed it was exactly the same room in size and view as the one I had booked almost two years prior, also in the Junior Suite category. After an hour of discussion and being shown several lower-category rooms, and tired after a long journey of over 16 hours, I agreed to stay in the same room with the promise of Honeymoon services: personal concierge service, aromatherapy every evening in the room (diffuser and spray on the pillows, etc.), late check-out, etc. Ultimately, we only had contact with the concierge for the first two days, and we had to call each time to have the aromatherapy activated. Having also requested a yoga mat in the room, we were charged a $100 deposit in case we left with it! Never had this problem anywhere else... even to borrow an umbrella to go outside, we received a $30 deposit email if the umbrella wasn't returned. The level of trust was so high that even for an extra charge (all-inclusive hotel), in the Italian restaurant booked through our room reservation, they came to double-check our wristband number, our ID, and asked for a signature for $24!!! I won't even mention that we were served mozzarella instead of burrata, and that the lobster served as an extra charge was dry and overcooked. Sent back to be remade because it was inedible, I ended up with gastroenteritis overnight and feeling unwell all the next day. I went to complain to customer service the following day, and instead of saying, "We're sorry for what happened to you," they told me they have a very high standard of quality. They also told me, "You don't have any allergies!" And finally, they asked me if I needed any medication… The fact that I had no allergies had been stated and signed at the beginning of our stay. Despite this, we were asked about it at the time of booking and again when ordering… there was no synchronization. Similarly, my previous stay was nowhere to be found in their system until I showed them my original booking. The departure was also quite an ordeal. Despite the various comments and complaints, especially regarding the food mishap, the only issue was getting the yoga mat back. We had asked them to come and get it, but having heard nothing, I called again. Following this, the person who came to collect our luggage called to say that the mat was in the room when we left. When I went to check out, I saw that the $100 charge was still on the bill. I reported it, and it was removed. They gave me a copy of the bill without putting it in an envelope. I asked them to put it in an envelope, and they just handed me one for me to do myself. And they claim to have the high standards of a 5-star hotel! Before our departure, another manager approached us to ask where the yoga mat was! And not to ask how our stay was. So, there's a lot to say. If you want to get ripped off and waste money on questionable quality, go to this chain. (50-80 minute massage: $380-$450, excursion: $1000) Room price: $1200/night. I have never encountered such a situation, especially with such haughty reception staff!

Sara Hansen

We went to Sun Palace on a day trip from Sunrise Moon Palace. What an amazing experience! There are not enough words to explain how amazing Danira was to us. she was hands down amazing at the pool and helped us with a personal medication delivery. She saved our day! This is the place to stay when the employees care about the guest so much. You are not a tourist here. It is home away from home. Shout out to Elizabeth, Ricky and Raul at Sunrise for setting this all up for us. Unforgettable experiences!