We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Lowest prices for your stay
Official website
€525
Fully refundable before Wed, 27 Mar
No prepayment needed
Book direct and Save
Booking.com
€530
Fully refundable before Tue, 26 Mar
ZenHotels.com
€448
Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
Payments made by partners impact the order of prices displayed. Room types may vary.
Nearby Hotels
Reviews (9,321)
Filter reviews
9,321 results
Traveller rating
7,264
1,442
416
122
77
Traveller type
Time of year
LanguageAll languages
More languages
Traveller rating
7,264
1,442
416
122
77
Show reviews that mention
All reviews la tratto the concierge level italian restaurant jose daniel lobby bar room service chef's dinner activity pool our honeymoon entertainment staff fire show resort credit breakfast and lunch beach dinner couples massage guest services double jacuzzi
Selected filters
Filter
Updating list...
6,867 - 6,872 of 9,321 reviews
Reviewed 18 March 2012

Rushed service, hair in my food, ants in our room, wrong room and they wouldn't change it for us.

Date of stay: March 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
5  Thank AmandaTabaka
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded 23 March 2012

Your experience certainly leaves everything to be desired.

I do apologize for the inconveniences you had. This is not the way we want to treat our guests. I know your vacation took place with a very full hotel and many guests don't care for this. But a guest is a guest, be it taht we be full or half full. I do not care for excuses, for they are only words. I do, however, hope that you deem to vist us again to erase this terrible impression you now have.

If so, please let me know in advance. I will be happy to arrange a very special occasion.

Sincerely,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 March 2012

My wife and I stayed at Sun Palace March 6-11, 2012. We had a superior deluxe ocean view room on the 7th floor.
The staff and service at Sun Palace is the best I've ever experienced, bar none. Without exception, every staff member was friendly, courteous and helpful. One day we were waiting for the elevator on the 7th floor (a short wait) and noticed a maintenance man a few feet away; even he looked up and greeted us warmly. All the staff members seemed genuinely glad to speak with us.
The facility is clean and well kept. Everything seemed to be in good repair.

The food was well presented, but not as flavorful as I would prefer. Many of the dishes were bland which surprised me; in Mexico I would expect more use of peppers.

The staff were always quick to replenish drinks. During the day I asked for the daily special which was usually something colorful and sweet. By default there was moderate alcohol in the drink which allowed me to drink more without getting drunk. You could always ask for a stronger drink if you prefer.

Again, I wholeheartedly commend the staff. I'd say they go out of their way to make sure every guest is well cared for, but they act like that's the normal thing to do and it's NOT out of their way. I'd give more than 5 stars for service if that was allowed.

Room tip: 8th floor is the smoking floor. 6th floor has the largest balconies.
Date of stay: March 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank Doug B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded 23 March 2012

Thank you for your very kind words.

I would like to think that "resort" is akin to "service". With each review I am more convinced that we are on the right track as pertains to this most important facet of hostelry.

I wish you would have had an all around favorable experience. I love 5 point reviews. Food seems to be a more complex issue as each person's palate differs.

I will look forward to your next visit and if you let me know in time, do whatever it takes to deserve a perfect review as you deserve a perfect vacation.

Best regards,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 March 2012

I traveled with my manfriend to the adults-only, Sun Palace Resort in Cancun. . This was actually the first adults-only resort built in Cancun. It is located on the bottom of the “7” and was a quick and painless 10 minute drive from the Cancun Airport. This was my first trip to Cancun, so I was very excited, having been to Riviera Maya at least 6 times now. I have to say, after now being there, I honestly think the area gets too much of a bad rap for being a “Spring Break” destination. I absolutely loved the feel of the area and the beaches. I enjoyed looking up the coastline and seeing all of the resorts and having the freedom to literally walk until we couldn’t walk any more along the white sand beaches. There are so many resorts to choose from in that area (of all levels), and Cancun is definitely a vacation hot spot. I will be back!

The Sun Palace is an older resort, but they have certainly enhanced it and kept it well up-to-date. This is a smaller hotel, with around 250 rooms. Overall, I loved the level of service, quality of food and the cleanliness of the Palace Resorts I’ve stayed in.

The lobby has a modern, clean feel and as you walk in, the check-in desk is to your left and the “hospitality” desks are to your left. It’s at these desks that you get the details of what the resort has to offer, what your resort credits can be used for, which other resorts you can visit with your exchange privileges, etc. It is also in this area that they try and sell you a timeshare at the Palace Resorts. I enjoy visiting a different resort every time I vacation and getting the latest advice on the new hot spots from my travel agent Carri at Fox World Travel, so time shares are obviously not for me. This is the 2nd Palace Resort I've been too and I enjoyed both, but I've also been to other comparable/adults-only resorts that I have enjoyed (If you're looking for options in Riviera Maya, definitely check out the El Dorado Maroma or El Dorado Royale if you're looking for a romantic getaway!!)

But back to the Sun Palace :)

Dining and Room Service
The dining experience was very nice and the food was excellent, but definitely more laid back and slower service for dinner. For those who have a hard time adjusting to “relaxing” on their vacation, the overall experience and speed of service could get to them in some of the restaurants, but we only skipped dessert one night because of this. I enjoyed the experiences.

Located in the lobby area, El Alamo is their casual restaurant serving an international breakfast and lunch buffet and an a la carte Mexican menu for dinner. They had many more “made to order” options than I’ve seen at other resorts, including omelets, quesadillas, steak, stir-fry and more. They had options to sit inside or outside, but either way you had a beautiful view of the bright blue ocean. By far the brightest Caribbean waters I’ve seen yet. No matter where you sat in the restaurant you felt like you were in paradise.

Located inside near the lobby bar, La Tratto was the a la carte Italian Restaurant. It was the only restaurant requiring men wear nice pants. This was my favorite dining option for dinner and we ate there twice. Our last night we were there early and we had the most amazing table in an area where the walls were all glass. We had a romantic dinner with a view of Cancun’s shore and the other area where they were having the “romantic candlelight dinners” you could buy with your resort credits. It was so windy at night that we thought the beach dinner would have been more of a hassle than anything, but on a nice, calm night it could be a nice added value. It wasn’t a private dinner, but more or less tables set up on the beach, with the option for a higher quality steak and lobster.

They had The Steak restaurant for dinner, which they actually only set up at night near the pool area. It was a casual dinner option, where they served a small buffet of options and you ordered steak or seafood options individually.

Finally they had the ala carte Thai Lounge, with a sushi bar, which was located outside on level one. I did not go to this restaurant, but I did hear it was extremely slow service, even slower than the others.

Room Service was another option for dining and it was very quick, with a nice selection of options.

Room
Each room has a double Jacuzzi, and we had a king bed, full-size amenities, and a mini-bar. The rooms had a very modern feel as well, which is my style. We were on the eighth floor, with an oceanview. Our mini-bar was stocked daily and they had both a maid service and turn-down service.

The seventh and eighth floors are the top, deluxe floors with the smallest balconies, but a very nice view. Below us must have been the highest level of rooms, with massive balconies, lounge beds, etc. Then there were upgraded rooms with what seemed to be the standard, spacious balconies below that. Many travelers use part of their credits to upgrade their rooms.

Beach and Pool Area
Like I mentioned, this was definitely bright blue water… which I absolutely LOVE. There was one main infinity pool overlooking the ocean and beach, where most of the activity and the pool bar were, and then there was a quieter, smaller pool which seemed to be more for the concierge level. We spent most of our time at the activity pool and the beach. I enjoyed that they had the option to lay on beach chairs inside or outside of the pool, but that was definitely a busy area during the early to midafternoon. The service around the pool was top-notch. Jose at the pool bar new my “boss man” liked his Jim Beam Rye after the first day and that level of service really helps make a vacation that much more enjoyable. They had beach volleyball, water polo and water aerobics in this pool. There were also snacks served in that area during the lunch period.

As far as the beach goes, they would put up umbrellas for you as you requested throughout the day to provide some shade. We never had a problem getting a chair on the beach, but they did usually run out of umbrellas come about 1 p.m. But as people scattered and moved around it was fine. The ocean was naturally eroding and with the wind, the waves were massive, so the beach was constantly transforming. There were some rocky areas, but overall it’s a beautiful beach.

TIP: The sun did get very hot in the afternoon, so if you’d like shade, either set up your spot on the beach early with an umbrella or try to find a spot in the shade right away.
Concierge vs. Normal Room + Beach/Pool Chairs

One thing I didn’t really like was that the Palace Resorts have “levels of service”. If you had a concierge level or upgraded room you received a silver or black band. We had standard rooms and level of service, with our yellow bands. The only reason I didn’t really like it was when it came to the beach chairs. Throughout the beach and the pool area there was the nice comfy lounge chairs/beds, and then the standard beach chairs you would find at most any resort. We weren’t told this specifically at check-in, but other guests brought it up in conversation that the comfy beds were technically for concierge level service. Come the afternoon were given advice that no one really said anything if you sat in these, but you still felt like you were “breaking the rules” (at least I did, lol). Even with the resort at full occupancy like they were they had well enough of the comfy chairs that anyone could have sat on them at the beach level. The pool was another story, especially on the windy days we had where more travelers wanted to be up by the pool. I think the resort should have concierge level room service, etc, but as far as the beach and pool area, I think it was unnecessary to have the different levels of lounge chair service. Maybe I’m wrong and maybe we could totally sit in those, lol. Not sure!

All in all this was a relaxing getaway. You cannot beat the service level and quality of food we enjoyed. The surrounding area of Cancun and resorts near by were outdated, but we didn’t really feel that at our resort. I would go back to any of the Palace Resorts .

Room tip: The rooms on the 7th and 8th floor have the smallest balconies, but obviously a nice high-rise view. If you would like a larger balcony with walls on the sides and more privacy from your neighboring rooms on the side, I recommend floors 3-6. The rooms on the 6th floor were the highest level with even larger balconies and outside loungers.
Date of stay: February 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank Katy K
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded 21 March 2012

One thing you won't find at Sun palace are "Spring Breakers". A) Adults only, B) Too far from their hangouts and C) Too boring for them.

We like it that way.

I agree with you that the ocean in this part of the world is akin to our notion of paradise. Very few places in the world can boast this.

Your very ´precise and ample comments on Sun Palace are a joy to read and although I see you usually look for other resorts for your next vacation, I hope to have convinced you to be back in the foreseeable future.

With my best regards,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 March 2012

I came here for me and my honey's one year anniversary. On arrival to the hotel, I was impressed at how clean and beautiful it was. The service was generally very good throughout the trip but I must say that my partner and I were unable to get an ounce of sleep most nights. We had 2 couples down the hall (they came as a group of 4 friends) who came back to their rooms at around 2am every night making waaaaaaay too much noise. They were yelling at one another and running up and down the hallways to each others bedrooms all night. There were even nights when they cranked up the music and partied till about 5am.

If you are trying to have a romantic evening with your loved one, you could see how this would be very difficult. The sound proofing between the door and the hallway are minimal at best.

We called the front desk to report this incident 5 times and while they were polite and explained that we were not the only ones who were voicing our complaints, very little was done. They offered us another room but because the resort was full, they informed us that we would have to be downgraded! They finally sent up a security guard on day 4 but by that time, we were feeling quite frustrated. For the kind of price this hotel demands, you would think that they would have a better system for ensuring that ALL their guests are happy and comfortable. Instead, we were woken up every night and had to put up with the noise until the rowdy guests finally left.

Also, I felt the food needed some improvement. It was not bad but it wasn't fantastic either. I felt it was just slightly above average in terms of quality and selection.

The tours, on the other hand, were great. Jungle tour and Tulum were spectacular. It is just a shame that we were so exhausted from getting zero sleep to enjoy it as much as we would like.

Room tip: bring ear plugs if you can't sleep with noise
Date of stay: August 2011
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
5  Thank Jules509
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded 20 March 2012

We seldom have to deal with rowdiness. Our guests are very conscious of each others' privacy.

Albeit a bit tardy, as this took place in August of last year from what I see in your comment I do apologize for this incident and hope it will not impede your renewed visit of our property.

Best regards,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 March 2012

The wife and I had the best palace vacation yet at the Sun Palace! The staff was amasing we just love the culture and people in Mexico. I received a nickname from my favorite waitress
" El Capitan " due to my Captain & Sprite fetish.
My wife ran into trouble in the ocean the second day we were there and I had to keep her afloat in a rip tide which was taking its tole on me and next thing I knew " Raoul " the lifeguard was there and pull both of us out ! He was her hero the rest of the trip !
The Palace's are extremely clean, staff is there for absolutely anything you need. It's the place to be for the price in my opinion and that you can take to the bank !

Date of stay: March 2012
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
5  Thank DanielGilbert
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded 20 March 2012

In this sense we are a family. Thank you for noticing. Our guests are very dear to us and our staff geniuinely enjoy being able to provide a gratifying experience.

I am convinced that this sets Sun Palace apart from many other resorts. The disposition of our employees which comes from not only training but is ingrained in their culture.

An added bonus of our country!

Please receive my fondest greetings!

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