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“Great Experience, Amazing Service” 4 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
Vancouver, Canada
Senior Contributor
25 reviews 25 reviews
20 hotel reviews
Reviews in 22 cities Reviews in 22 cities
45 helpful votes 45 helpful votes
“Great Experience, Amazing Service”
4 of 5 stars Reviewed January 6, 2013

We were at the Sun Palace for 10 days before Christmas 2012 with a group of friends. This was our second time at the hotel.

The hotel is at the south end of the Hotel Zone in Cancun so quiet area. The beach was fantastic, large waves, great sand, and sufficiently wide (some of the other hotels have serious beach erosion).

What makes Sun Palace great is the quality of the service. This chain really cares about service and it shows. The wait staff. beach, and pool staff were phenomenal. The gym is top notch for a hotel. Rooms are attractive and very clean and well maintained. Concierge Level was worth the price.

The restaurants are good for Mexico and particular, the Italian restaurant. The lobby bar entertainment was not up to the standards of the previous year (could have been a difference crowd of guests?) and the shows in the ball room are cheesy and fun.

On the negative side, the 2,000 resort dollars are a bit of a joke. You pay 300 for dinner on the beach which is exactly like having dinner in the Steak Restaurant but with no menu choice and you are in the sand. The spa is nice but booking an appointment is a complicated, frustrating, and time wasting experience. It takes about as long as an appointment to book one.

  • Stayed December 2012, traveled with friends
    • 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 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    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
Traveler tips help you choose the right room.   Room tips (1,117)
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Gainesville, Florida
Senior Contributor
26 reviews 26 reviews
5 hotel reviews
Reviews in 10 cities Reviews in 10 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed January 6, 2013

My wife and I went to the Sun Palace in Cancun between Christmas and New Year. Our overall experience was very good and we will definitely go back again. We are VIP Palace Resort members and have traveled to most of their resorts in Mexico over the past 10 years. The Sun Palace is a couples-only resort, was not crowded like the Moon Palace, and the service, for the most part, was excellent. We did have one bad experience at the Italian restaurant where we didn't get a salad or even bread for 1 hour after being seated and the dinner took 3 hours. The quality of the food in the restaurants was good, especially the Mexican dishes and all the fresh fruits served. Our room was on the 6th floor, giving us a wonderful view of the beach, ocean and the Cancun strip. The room was kept immaculate by the staff.

Were there negatives? The biggest negative is the "$1500 resort credit" for a week's stay. You could only apply $300 of this credit to spa services. The spa prices were of course inflated (50 minute massage for around $120). If you used the credit toward a wine upgrade, the price was very inflated. And for the first time the resort is charging a "11% tax" on the credits used. It would be better just to promote their resorts with an overall discounted rate and do away with the credit idea.

I should also mention there were plenty of beach lounges and umbrellas available without having to "fight" for one, even if you went down to the beach at 11 AM. There are rocks in the surf so you need to be cautious and there were days there was a very strong undertown.

My wife and I took a city bus to the Beach Palace for lunch. Cost around 80 cents per person. The lunch was so so. The bus drivers drive very fast and jump in and out of traffic, so be aware.

A final plus on this vacation was meeting alot of nice people from all over the world. Special thanks to Martin at the front desk and Mario at the Mexican resaurant for their attentive service.

Room Tip: Get a room at the 5th floor level or higher for a great view
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  • Stayed December 2012, traveled as a couple
    • 3 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 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
1 review
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed January 5, 2013

Spent 5 days during the New Year holiday at the Sun Palace and had an enjoyable stay. The staff was very friendly, food & drink choices were very good, and enjoyed the beach, pools, and spa. Recommend using the 1500 resort credits available with a 5 day stay for the Concierge level upgrade, $300 of spa credit, 25 minute back massage, a beach dinner and the snorkeling tour. Food selection was better than expected with choices between Mexican, Italian and Thai/Sushi. Only inconvenience was having to sit through a guest services presentation for 30 minutes after check-in where they pushed us to visit the Moon Palace resort. Overall, we had an enjoyable stay and would recommend as a place for couples looking to relax in Cancun.

Room Tip: Ask for the concierge level upgrade at check-in
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  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 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, January 10, 2013
Thank you so much for your kind words. I am very glad you feel well served.

Especially New Year's was a very full occasion this year and it is very pleasing to hear that for the most part you enjoyed your stay, We are very aware of how costly travelling is in those dates and if we met your expectations we feel very well.

I do hope to have your continued visits in the near future and therefore have the opportunity of offering you the perfect vacation.

Best regards,
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Chicago, Illinois
2 reviews
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed January 5, 2013

I'm usually just a "taker" from TripAdvisor, but felt compelled to write a review after our stay at Sun Palace. My wife and I got back from this wonderful resort yesterday and already miss the beauty, warmth and experience. The resort is adults only which is why we picked this resort. We had friends that spent time at Moon Palace but because of the holidays, decided that we needed to ensure we had a quiet (no kids) experience. Sun palace over delivered on so much....the food was spectacular and the amenities provided us a stress free experience. However, the staff is what really set the Sun Palace apart from the experience we thought we were going to get. We truly felt like family there....like we were the only ones that mattered. I'd like to specifically thank Maria, Teresa and Daniel from guest services for understanding what we wanted out of our vacation and always asking us how everything went (remembering our names every time we saw them!! Luis Manual who helped us out when had to work out a problem with our resort credits...came to find us with the solution. Juan Carlos, our waiter from La Tratoria....such a kind and professional person. We live in downtown Chicago and often go out to eat at some prestigious restaurants and rarely see such great service. These individuals truly made our experience at Sun Palace special. Any resort can provide you with the sand, the pools and the all-inclusive package but Sun Palace was able to deliver an unforgettable stay because of their belief that their clients are there to relax, unwind and escape to a great place. The sincerity of their staff cannot be beat.

On a separate note, we took a two hour tour of Moon Palace in order to receive $150 extra in spa credit. We could not be more disappointed in this place. The staff was rude and clearly over extended....the pool areas were crowded, loud and stressful and even the beach/ocean area seemed dirty and uninviting. We wanted to check the place out because we had friends that had stayed there, but couldn't wait to get back to Sun Palace. Ironically enough, we met another young couple that couldn't wait to get back to Sun Palace. In addition, two other couples who had originally checked into Moon Palace for their vacation stayed exactly one day before begging to move over to Sun Palace. It took only minutes for the to find relief at Sun Palace and became a "joking" point for the rest of the trip....like we all experienced and survived some terrible tragedy at Moon Palace. We cannot wait to return to Sun Palace!!!

Room Tip: rooms that end in "15" through "30's" would be the ocean views
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  • Stayed January 2013, 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, January 10, 2013
Thank you for such a complimentary review of our resort. Your comments made me pensive of the luck I have as a Manager to have this team.

When all is said and done, we are in the service industry and before anything else must deliver it. I guess the measure of cordiality, goodwill and sincerity with which we tend to our guests is a reflection of our guests themselves.

I do correspond regularly with my patrons. Frequently they ask for my advice on how to make the best of their vacaton. My answer is always: "Bring your best smile." The rest you leave to us.

I don't like you to be unhappy about leaving. Vacations are few and far in between...they are meant to be so.

With my warmest regards,
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2 reviews
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed January 5, 2013

My husband & I stayed at Sun Palace from Dec 23 - Dec 30.
This was our 2nd stay here, I'll start off by saying we are Palace members (Elite Diamond). The service and attention we received was exceptional! Right from the moment we stepped out of the airport to our transfer to LeBlanc (review to come) most of our days were spent on the beach in the Diamond concierge section. We had wonderful service and all the staff we encountered were very friendly and helpful. It was very nice to see staff we knew from our previous stay 4 yrs ago. And to have been remembered. Eduardo Solis of guest services was an asset to us. He helped us make reservations outside of the resort when we wanted to and was extremely friendly and always willing to help us out any way he could.
The only downside to our stay at sun palace was we felt the beds and pillows were too soft. This is an adult only resort which is the main reason we chose to stay here, as we left the kids at home.
We would highly recommend staying at Sun Palace. The staff, food, spa and amenities are all very good!

We look forward to staying there avian in the near future!

  • Stayed December 2012
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
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, January 10, 2013
The status of Diamond is reserved for a very few and is dear to attain. Consequently, there are no stops barred for you.

It is us who are most honored to be able to serve such special guests and the fact that you enjoyed our service and installations is a fabulous result.

Notwithstanding whether you are members or not, we keep our quality standard. But of course, to different statures come different perks and I, for one, am very pleased that you are enjoying them.

I will be looking forward to your kind visits and thank you for being such perfect guests.

My best wishes,
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europe
Top Contributor
80 reviews 80 reviews
50 hotel reviews
Reviews in 46 cities Reviews in 46 cities
107 helpful votes 107 helpful votes
4 of 5 stars Reviewed January 5, 2013

We stayed at this couples-only all-inclusive resort for 7 days and almost cried when we had to leave. It is not a super new structure, but comfortable, clean, and the very good personal service makes it all worth it. We were not sure what to expect from the hotel and were honestly not exactly blown away when we entered the lobby and received lukewarm, not very clear service by a very young girl at the reception. However, when we explored more of the hotel and saw the magnificent beach and views... we were hooked. We went during the after Christmas-New Year's week and surely the cost was very high because of the timing, but we can't complain (we will probably go a different time of year next time to see how different it is). The hotel was spotless, room comfortable with large bed, tv, small balcony, huge jacuzzi, separate shower and bathroom area with 2 sinks, endless supply of soft and alcoholic drinks replaced daily (some better snacks in the room would be good!); small dessert and turndown service nightly was pleasant, as was the wine and fruit in the room. We loved the breakfast at Alamo (local and international offerings) (the watermelon juice and hot chocolate are great!), and the service is outstanding. Allan, Enrique and the people at the entrance desk at breakfast are all kind, friendly and welcoming. They remember your name and your preferences and make sure all your needs are met. I loved the "steak" (and not only) restaurant by the pool - it was my favorite for its food and romantic, tranquil location. Great views all around! We liked the Italian and Thai restaurants less, although enjoyed the variety. Windy conditions may make the rooftop Thai place uncomfortable but a nice alternative - even if the limited menu is not necessarily Thai. We enjoyed trying international and local wines at the Italian place (and other restaurants too), but I suggest choosing your own wine rather than letting the manager/servers choose for you (not bad choices, but would have liked others). Did not like the extra taxes charged on wine, but can somewhat understand it. Avoid tables near the kitchens if you want a quieter meal. Beach staff is outstanding - always helping with a smile (chairs, umbrellas, drinks...) - they remember you, always work with a smile and offer good, reliable service. Always something to do at this place (in and out of the pool)-- sports, games, events, even basic Spanish lessons. The "entertainment" staff will come around to invite you to participate but just say no if you don't want to, they will not pester you. They are friendly and active. Always something to do here, but just as great a place to sit on the beach or at the pools with a drink and a book... or just relax! No stress zone at all ! Two pools (one quieter , one where the activities are held) give you a choice each day. Too bad you can't swim after about 5 pm. We enjoyed massages at the spa (reserve well in advance to get a spot!) -- we did not entirely appreciate the extra charges (not all spa fees are included)... The $1500 "point" system is not explained very well (upgrade your room when you arrive and ask for more details-- we should have asked for more info)...as we found most people are charged extra at check-out... as we were for some small extras... In general, a great, relaxing, fun, romantic time and comfortable place - we enjoyed the no-kids and couples-only atmosphere. People were very happy, relaxed and at ease here (both guests and staff). Only new Year's eve was a bit louder and with a more "varied" crowd-- but the crowd thinned out again by Jan 1 and it was back to the best relaxing, respectful, peaceful, sunny place! (by the way, morning haze burns off quickly to reveal gorgeous sunny days!). The location is superb , at quieter end of the main hotel road - away from the cheap, chaotic tourist center - but within 5 minutes by cab if you want to go to a shopping center--or walk and enjoy the tropical scenery and see all the various resorts along the way. Not far from Tulum and Chitzen Itza pyramid sites which are a must see! Go on your own (rent a car or shop around for an inexpensive day trip) - the hotel includes some trips but always good to shop around if you want to. The shops in hotel are nice, pricy but worth it if you need something or want to buy some local beachwear or jewelry -- also very friendly staffs, good salespeople. We always enjoyed coming back into our peaceful room each day/night and taking in the view from the balcony-- as well as lounging on the beach, swimming, eating (probably too much!), etc... Room service available 24 hours, as well as free phone calls to US and Mexico -- an amazing extra which we appreciated very much.
Overall it was probably the most relaxing vacation we have had. We will definitely return to Cancun and this hotel - mostly for the sun and the people. Muchas gracias!

Room Tip: Use points to upgrade at arrival; concierge level added some nice, small extras, but all rooms seem...
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  • Stayed December 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 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, January 9, 2013
Thank you for a grand title and complete description of our property. I was sorry not to make the 5 points in your review and understand the reason. It shall be addressed.

I think your idea of trying us during other venues than the New Year's event is very judicious. To be very honest I am not a fan of travelling during the main holidays of the year, simply because I like peace and quiet which is harder to come by in these instances.

Thank you for noticing room service and free calls to the US and Mexico. Not everyone does and it is a feature which most our clients enjoy.

I only hope to be able to see you in the near future and make your next an all around fabulous stay at Sun Palace.

Cheers!
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Northeast PA
Top Contributor
84 reviews 84 reviews
16 hotel reviews
Reviews in 30 cities Reviews in 30 cities
67 helpful votes 67 helpful votes
4 of 5 stars Reviewed January 2, 2013

My husband and I have been to Cancun many times but previously stayed at another resort. This time around we took the recommendation of our travel agent who booked us at the Sun Palace. The Sun Palace exceeded our expectations in every way.

We knew we would be pampered guests the moment we stepped out of our taxi. We were greeting with cool towels and a sprig of fresh flowers. Glasses of cold champagne were served at the reception desk in the lobby. Our first impression was of a spotlessly clean hotel with a friendly professional and accommodating staff. We upgraded to a room on the concierge level using some of the "points" we received at check in. It was tastefully decorated with a king size bed, large bathroom area and an over sized whirlpool tub. The view from our 6th floor balcony was breathtaking!

We really enjoyed the adults only environment that lacked the huge "party scene" like some of the other couples resorts. However, there was ample alcohol in our room and well prepared drinks in the bars and restaurants. The meals were delicious and expertly prepared. From breakfast to dinner and everything in between the food was fresh, tasty and appealing. In addition to many other items, eggs were made to order at breakfast as were the pancakes and light fluffy waffles.The lunch and dinner buffets offered an array of cooked items plus salads, fruits and freshly grilled steaks, fish and seafood. We especially enjoyed the Thai restaurant located outside on the roof. The authentic Asian cuisine was served piping hot in a very romantic and relaxed setting. The Italian restaurant was another highlight offering so many wonderful selections on the menu that we dined there twice.

Because of its moderate size, moving around the resort is not overwhelming. Everything is conveniently located and within a very short walk. Special requests were responded to very quickly and there was no waiting for room service. Each staff member offered their services to ensure that we had everything we wanted and needed for a perfect holiday vacation.

I suggest you avoid the trip to Moon Palace for the presentation to join the Palace Club. It did take up a good part of our day and, in spite of being told the contrary, it was very much like a time share presentation. Additionally, the breakfast at the Moon prior to the tour/presentation was not nearly as good as the Sun Palace.

The best compliment to any restaurant, hotel or resort is when you are left wanting more and you look forward to going back. We are definitely looking forward to returning to the Sun Palace sometime in the future.

Room Tip: The 6th floor concierge level offered extra amenities and a beautiful view.
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  • Stayed December 2012, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 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 7
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, January 9, 2013
You hit it right on the dot! There is no better review than that of a satisfied guest that will be coming back.

On top of which I see that you are a major contributor to Trip Advisor's comments which means you are well travelled and better versed in your culinary tastes. It is indeed a pleasure to get your opinions under such a favorable light.

Your review is very punctual in describing our environement. You certainly have an eye for hotels. Thank you and let me know when I shall see you again.

Best regards,
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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 Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Cancun
#4 Luxury Hotel in Cancun
#4 Top resorts Hotel in Cancun
#4 On the Beach Hotel in Cancun
#6 Romantic Hotel in Cancun
#18 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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