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“We Love Sun Palace!” 5 of 5 stars
Review of Sun Palace

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Sun Palace
4.0 of 5 Resort (All-Inclusive)   |   Blvd. Kukulcan Km 20 | Zona Hotelera, Cancun 77500, Mexico   |  
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Special Offer
$1500 Resort Credit
Ranked #4 of 178 Hotels in Cancun
Tacoma, Washington
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“We Love Sun Palace!”
5 of 5 stars Reviewed November 19, 2012

This was our 3rd trip to the Sun Palace since April 2011 and it definitely did not disappoint! It was so nice to see familiar faces and feel so welcome...it feels like our home away from home!

We are Palace Premier Members and automatically get the Concierge level, which is very nice. The extra little perks are worth it and make you feel very pampered.

The food is amazing...our favorite restaurant is the Alamo, especially for dinner. The Thai restaurant is our second favorite, and although it can get very windy up there, it is worth it! Food service is always quick and delicious and you can't beat eating nachos poolside, while looking at the beautiful Caribbean Sea!

The service is what really sets this place apart...everyone is sweet and helpful and welcoming! My husband and I are both in the restaurant business, which tends to make us pretty tough critics, and the employees at the Sun Palace always exceed our expectations. While everyone there is a gem, a few of the employees are definitely worth mentioning: Norberto, Lumuel, Orlando, William, Jesus and Marisol. Whether it be remembering us from a previous visit, making outstanding drinks, or just being as friendly and helpful as can be, all Sun Palace employees are great!

While on the subject of the fabulous employees, I do want to mention one thing: tipping. These employees work so hard and tipping them for their hard work is the right and gracious thing to do. We saw quite a few people not tip and it just breaks my heart. My husband and I budget for tipping and wouldn't dream of not doing it.

Everything else about the Sun Palace is exceptional: the rooms, the beach, the pools, the views! You simply can't go wrong!

We just left and are already excited for our next trip!

Room Tip: Concierge level rooms are nice because you have a larger balcony.
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this review, November 30, 2012
See..? That is all there is!

If you keep coming back and you find that we satisfy then both parties are well served. You are happy and we're happy that you are happy. Life should be like this always!

Thank you for your kindness in remembering some of the staffs' names. They enjoy so much seeing their names in such an important publication...

I hope to have the pleasure of hosting you many more times. Remember that you have good friends in Cancun who will always be there to provide you with their best smiles and service.

Warmest regards,
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4,436 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
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English first
Peterborough, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed November 19, 2012

The Sun Palace was an amazing experience. Everything and we mean everything about this resort is second to none. We would like to echo the reviews already on Tripadvisor, it was way and above our expections and we will certainly be looking to go back. We visited the Beach Palace and Moon Palace, however it you are looking for something a little more intimate then we would suggest Sun Palce and if you are looking for a holiday which you do not have to lift a finger this is it. Also with the addition of the $1500 credits included it allows you to go on trips at a very low cost, all you pay is the 11% tax. If you choose Swimming with the Dolphins we were told that you have to take your own towels/pay for food/drinks, however once we arrived at the check-in for the boat trip we were offered a VIP addition which meant that on arrival you were given towels, a special area and lockers and this included lunch and drinks, it you do not take this you will have to pay for your own food etc. This is an awesome trip and you can buy a CD of your experience - this is $80.-- we had 57 photos, it was a fabulous trip and a must to do, you will not regret it. There are so many lovely trips to choose from and the organisation is amazing. Another tip is that the local buses are available all day long and very cheap. The drivers are very accommodating and will guide you all the time. The cleanliness of this hotel is also amazing, the staff are always cleaning and are very hard working and a credit to the hotel, all we can say is that it must be seen to be believed. Thank you very much to all the staff at Sun Palace we hope to return.

Room Tip: On arriving we were allocated a room on the 8th floor and as it only had a small balcony therefore w...
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this review, November 30, 2012
Intimate! With one word you captured the essence!

You are one of those wonderful persons who always sees a half-full glass and not a half-empty one. That is quite a blessing and it lets you enjoy life so much more.

I was very taken by your kind words and am elated you found us to be what you expected. More so, I will be very happy when I get to know that you will be returning. Thank you so much!

Best regards,
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Indianapolis, Indiana
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 stars Reviewed November 19, 2012

We just returned from our annual trip to Cancun. We first went to Aventura Hard Rock at Rivera Maya for the first 3 days. Aventura the check in slow. Service, food, average to below. Then we returned to our favorite Sun Palace where everything was excellent. The staff goes beyond to accommodate and serve you. We have been Palace members for 15 years and Sun is still our favorite. Thanks goes to Jaime as usual, you are special. Greeting by the bellman at arrival is always nice to see familiar face and you guys waste no time helping. Our concierge met us with a smile and had us registered and in our room in no time. I feel this is so important since our hours are so limited when we are on vacation. Thanks to Luis, our concierge, on 5th floor, who spent hours trying to get everything planned. Jesus, Roberto, Pedro all breakfast staff you are excellent as usual. Karina, Roger, Farifa?,Maria, all the pool and all pool and beach staff it is always nice to see you again, and service excellent as usual. This time we feel the food has improved thanks to the executive chef and of course the others that execute what he has on the menu. We really enjoyed the Thai and Italian restaurants with the wine selections. There was no comparison the great service we received at Sun to the service at the restaurants at the Aventura. This time we had additional spa money and were very pleased with the treatments we picked and the massuses were excellent. We especially liked the stone couples massage and next time we will take advantage of the in room service that is available now. The room was kept very clean those young ladies work very hard for low pay and we usually try to remember them daily with a little extra, it's always nice to see a smile from someone not expecting a little extra. The drinks in the refrigerator always refilled.Coffee, snacks always you are not without here. Thank you all for being very kind people that are willing to make our stays here exceptional.


















You are never without here.Thank you to all for being the kind people that are willing to serve and we hope we are as kind and

  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this review, November 25, 2012
Thank you, thank you, thank you!

Firstly, for putting up with us so many years and still enjoying it. For being so dear to remember some of our staff. They love it when they are mentioned! And for noticing the betterment in the food. Not only do our chefs and Food and Beverage staff try harder every day. We have now a very good corporate purchasing department that really responds quickly as well as an Operations Director who is intent in getting the best quality of both food and drinks to our guests. You have no idea how many people work each day to produce excellent dishes. I am so happy you liked it.

The only thing left for me to say is: We will be awaiting your return!

Warmest regards,
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Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 stars Reviewed November 17, 2012

We returned recently from a wonderful week at the Sun Palace celebrating our wedding along with nearly 30 friends and family. This vacation and wedding event was flawless and I have been anxiously awaiting the opportunity to sit down and write a review for this resort.

Resort. We loved our choice of Palace Resorts. The resort is very well kept up and we were always noticing something being repaired or painted. The resort is small, which we loved. Very nice to be constantly bumping into people that we knew. We loved the adults only concept and this was also our first experience with an all inclusive resort and that was nothing less than spectacular! It is situated so close to the ocean that the views out of your room are amazing!!

Rooms. We booked a concierge level room prior to our trip. I was hesitant to wait to use resort credits as I was told availability for those rooms is sometimes an issue. We were sure glad we booked it ahead of time as others in our party tried to upgrade and concierge rooms were not available. On trip advisor, I found mixed reviews about the concierge rooms but we were very glad we had upgraded. The BIGGEST perk of this room was the much larger balcony with a sunbed that this room has. It makes for a wonderful nap while you listen to the waves crash and it is comfortable enough to sleep all night out there!! We also loved ordering our in room aromatherapy and ordering our special pillows off the menu! We did not use the special concierge area on the beach much as we were traveling with a group, and we didn't find that to be anything special.

Wedding. This is by far my favorite part of this review. We began planning our wedding via email with Palace Resorts wedding planners approximately 6 months before our wedding. The process is very organized and they do a great job corresponding with you ahead of time with the planning. Then when we got to the resort, the on site planning was even better! Rebeca was our on site planner. She did a fantastic job making sure our event from start to finish was perfect. She met with us the day we arrived and it quickly put our minds at ease with any pre-wedding jitters that we were having. The wedding day itself was no less than perfect. The day began with a great experience in the salon getting my hair and makeup done. She did a fantastic job - just wish I remembered her name. Our wedding was beautiful and meaningful. I couldn't believe all of the special touches that were done with our ceremony. We did a complimentary wedding with some minimal upgrades. My flowers were beautiful and our cake was beautiful and delicious. The photographer was very professional and did a great job. We received our album very quickly (the following week) and the picture quality was incredible!! We arranged for a cocktail reception with music following our wedding and our good luck just continued. The setup was beautiful on the spa terrace and the food at the reception was some of the best that we had during our visit!! Our guests agreed! They had numerous staff there always hustling around to get drink orders, making sure food was replenished, cutting cake for the guests, and pouring champagne toasts. It made for a very fun evening for all!!

Food. We had good experiences with food at Sun Palace. We had excellent meals at the Italian and the Oriental restaurants. We did not have a chance to eat at the steak restaurant. We did eat most lunches poolside which was very good as well.

Entertainment. Our group really enjoyed the fire show. It was top notch entertainment. We also got to participate in the release of sea turtles which was a once in a lifetime cool experience. We also enjoyed a fun evening of karaoke in the lobby bar and a couple nights of dancing in the lobby bar as well.

Staff. The staff is beyond great. Every single one from housekeeping to room service do such a great job making your stay even more enjoyable. I too encourage everyone to tip these fine staff members. No one expects it, but they certainly deserve it!!

I hope I have made it very clear what a great experience we had at the Sun Palace. I would encourage brides to consider this resort for their wedding or couples to stay here for simply a relaxing trip at a top notch beautiful resort. We can't wait to plan a return trip!!

Stayed November 2012, traveled as a couple
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this review, November 25, 2012
Wedding groups are a very big affair to us. Imagine! Several of your closest friends and family travel to us to partake in one of the most auspicious moments of your life. This is not only to spend some happy days but to make everlasting memories on you and your loved ones. This is serious stuff.

So when you tell us that you had a good event, there is a genuine smile in our collective faces. There is nothing like success!

I do have to take a moment to pay my respects to the Wedding coordinators. They are a handful of very, very hard working people that see each venue as if it were their own! I just couldn´t ask for a more committed team.

All at Sun Palace wish for you nothing but the best. And we stand by to celebrate your first anniversary and all of the subsequent ones.

Best regards,
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Oxford, Ohio
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 stars Reviewed November 17, 2012

We just returned from a week long stay at Sun Palace, November 3 -10. I must say that we had an excellent time! The food, the room, the staff and the experience were all great. We met so many other vacationers there and we felt like we were part of a family in a cozy retreat!
We chose to upgrade to concierge for the 'little things' that made me happy, like iPod docking station in the room, DVD, turn down service with nightly petit fours and the expanded room service menu. The room was great, very clean and 'freshened' each night at turn down time! We had no issues with the bar or fridge being restocked daily.....always full.
With a small resort like Sun, we thought we may repeat restaurants through that time, but we ate at a different place every night. All of the food was good, however we especially enjoyed the Italian restaurant and the Oriental Lounge. The Chef's dinner was really good and we loved listening to all the tips on the wine pairings with each course!
We would like to give a couple of shout-outs to some of the staff that went above and beyond service. Mauricio at the activity pool waited on us our first day, however through the rest of the week, he was on the beach, not the pool, but made several stops by us daily to greet us by name and to be sure we had everything we needed! Amazing service! Maria took care of us by the pool after the first day, and we never wanted for anything. We were always greeted by name and with a huge smile! Roger was there the last time we went, and although we were not in his area, he also checked on us, but Maria had us covered, so we would enjoy a quick visit!
The Lobby Bar gentlemen, Norberto, Jose and Luis were the best! Wonderful to share conversation with them and never have an empty glass! They kept us entertained with various fun shots and lots of puzzles and riddles! They are fabulous!
Sheila (?) presented the wine selections at the Chef's dinner and was so sweet! Daniel, in the Italian restaurant had the best smile and service of the restaurant servers. We had so much fun talking with him and he was so very eager to make our experience wonderful! (It was, by the way!)
One last shout out is to Manuela. She would seek us out daily at various venues (pool, restaurant, Lobby Bar, etc.) and share a hug, kind words and her beautiful smile.
For those of you travelling to another country for a vacation, I have one suggestion. We tried to brush up on our Spanish phrases, so we could communicate a little better. It wasn't really necessary, as the staff spoke English pretty well. However it was so awesome to learn from each other....we taught English words and they taught us the Spanish. All becouse we took a little bit of time to learn some key phrases!
We miss all of you already, and cannot wait to return to such a friendly, warm and relaxing vacation!!! Thank you, Palace Resorts!

Room Tip: Overlooking the quiet pool allows you to see the fire show from your balcony!
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this review, November 24, 2012
You are truly darling people! Couldn't have gotten a better review even if I wrote it myself!

The kindness you display in mentioning many of the staff (they do get points in the incentive program for this) is a bonus that attests to your humane quality. That is why people love to serve you and will do anything to make you happy.

I cannot thank you enough. Your review is th food for the soul that we need to continue doing our best for our very esteemed patrons.

With warmest regards,
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Great Neck, New York
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 stars Reviewed November 17, 2012

My wife and I spent a week at this resort and thorougly enjoyed our time there. The staff is excellent, friendly, and always at the quick to get you whatever you need. The beach was fabulous although the water a bit rough. The staff once again literally patrols the sands constantly to bring you a drink, lunch or whatever else you need. One issue however is the few number of restaurants at this resort. Although the food is great and plentiful, more variety could be had. Also, the evening activities could use a little sprucing up. We had previously stayed at the Hard Rock palace in Punta Cana and although pleasant, found it way too big and manuver and each forray out of our room involved a tram or some other form of transportation. At the Sun Palace however, everything if right at your fingertips and if you like a small all-includive resort, this is the place to go. One final thought. The absence of any high pressure sales pitches and indeed, the absence of any sales pitch save an initial request to attend a presentation at the Moon Palace was greatly appreciated. We have been subjected to great pressure at these types of presentation and frankly speaking, it isn't appreciated while being on vacation. There was none of that at the Sun Palace.

  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this review, November 24, 2012
Undoubtedly: Small (for Cancun standards) is what we are. But: does size matter?

I feel that as long as you get all services-four restaurants plus 24/7 room service, plus midday snack bar and three bars, spa and beauty salon, gym and activities, etc. I personally would always choose the smaller venues. Simply because they are more personable.

I agree there is always room for improvement and we are always at it. Given your very kind words and excellent rating we were successful in making you happy. And this, in my book, is what matters the most.

Thank you for your choice of us. I hope to see you many more times.

Cordially,
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San Diego, California
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 stars Reviewed November 14, 2012

Just got back after spending 1 week at the Sun Palace. Here is some helpful info for you:

1. PLEASE TIP. Even though gratuities are technically covered, please leave tips for those who serve you. They work so hard and are so accommodating and sweet. We would tip between 20-100 pesos depending on the service. Smile and show appreciation. These folks are so nice. Every "thank you" was responded with "Its my pleasure".

2. Rooms- We had a concierge level room which was worth it. I believe this will cost you about $200 in resort credit. The room was bigger, we had special pillows, chocolates at night and enjoyed the jacuzzi overlooking the ocean a few times. The extra seating/table area came in handy when we ordered room service. Very clean and well stocked with drinks, snacks etc...the bed was firm and I slept like a baby. I liked that you fell asleep to the sound of the waves.

3. $1500 credit. It has changed a bit. There is now an 11% tax on all services so if you use all $1500 expect to pay about $165 on your final bill. The only thing I would NOT do again was the romantic dinner on the beach. It was so windy that my husbands contacts were getting hit with sand. We wanted to cancel but they said they needed 24 hours to cancel and it was the last night so we had to pay the $33 tax whether we ate there or not. The dinner was NOT a $300 dinner but we enjoyed it nonetheless. We used our other credits for Dolphin Discovery on Isla Mujeras(awesome), Jungle cruise with snorkel (awesome), the Spa cream face stuff and the tequila promo. Oh and I also bought a ring at the gift shop with my $100 credit. Keep in mind that of the $1500 you can only use up to $300 at the spa. You can do more at the spa but you will pay the difference. I had an amazing 80 min massage and a 80 min facial which was $335. So I paid the extra $35 and the 11% tax on those services. $72 bucks for what is easily $400 in the states. Since we are premier members, my husband and I also got a mani-pedi and a 25 min massage upon arrival. We paid for one excursion that was not covered. XPLOR. $139 each but totally worth it. Simply amazing. Highly recommended!!!!!!!!!!!!

4. Beach. Lovely. Always plenty of chairs and umbrellas. They really took care of you out there. Again, it was super windy so swimming was almost impossible. I saw a few folks get knocked around before they put up the red flags.

5. Pool. Great place to relax. Anything you want, they would bring you. Pool volleyball everyday and we also tried the pool aerobics which was more fun that an actual workout. They served lunch poolside which was always good. I ate the incredible guacamole everyday!

6. Food. Why anyone would complain is beyond me. Yes, they had the same buffet for breakfast and lunch but there were SO MANY options. I don't think I ate the same thing twice (except the guacamole!). You are not in America people. Just roll with it.

7. Overall resort. Really nice, quiet but not dead. Music during the day. No kids. Good food. Friendly workers. It was a really wonderful vacation and I would go again in a heartbeat! I think we may try Playacar next year.

Lastly, they will try VERY HARD to get you to agree to a day at one of their sister properties to hear a presentation about becoming a palace member. It is not cheap! We just paid off our membership (well into the 5 figures) and my husband and I decided we did not want to spend more. I said "no thank you" multiple times. She was very pushy and said to me "they told me everyone has to go". Again, I said "thanks, but no". She was irritated but I was firm. Be prepared and stand your ground if you are not interested. There are much better ways to spend an afternoon. =)

Room Tip: They lets us look at a regular room and a concierge room before we decided. We had room 427 which wa...
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  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this review, November 24, 2012
Beautiful summary of all that goes on at Sun Palace! Thank you!

Reading reviews like yours only reaffirms my conviction that vacations are in the heart. It is not the place that makes a great experience. Its the people and by this I mean guests and staff.

I definitely do not approve of insistence on anything and I praise you for being firm. I am sending your comments to the appropriate parties.

What makes your words so special is that despite the incident you recount you still enjoyed your vacation thoroughly. That is what I mean by "vacations are in the heart". You weren't effaced by a very agressive sealesperson. You enjoyed and that is what counts.

Keep coming back! Patrons like you are what keeps us believing that all efforts are worthwhile.

My warmest feelings,
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Additional Information about Sun Palace

Address: Blvd. Kukulcan Km 20 | Zona Hotelera, Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Luxury Hotel in Cancun
#4 On the Beach Hotel in Cancun
#4 Top resorts Hotel in Cancun
#6 Romantic Hotel in Cancun
#17 Family Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Sun Palace 4*
Number of rooms: 252
Official Description (provided by the hotel):
As the first couples' only resort in Cancun, Sun Palace is the perfect retreat from the every day stress. This oasis for couples lies along the coast overlooking the turquoise Caribbean Sea. Conveniently located at just 15 minutes from the airport, this property provides service and amenities of the highest level. We invite you to enjoy this old favorite in a whole new way. A stunning coast line serves as a dramatic backdrop for this recently renovated resort featuring 252 richly appointed guestrooms. Five restaurants and three bars cater to a full range of tastes and moods. Golf enthusiasts can play all year round at the nearby Moon Spa & Golf Club which houses the only Jack Nicklaus Signature golf course in Cancun. Expert hands deliver spa services to those who seek a serene and rejuvenating experience. ... more   less 
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Also Known As:
Sun Palace Hotel Cancun
Cancun Sun Palace

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