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“Beyond Expectations” 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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Ranked #4 of 174 hotels in Cancun
Temecula, California
1 review
6 helpful votes 6 helpful votes
“Beyond Expectations”
5 of 5 stars Reviewed April 25, 2013

Stayed at resort 4/15/13 to 4/22/13. We researched several other hotels in Cancan and decided on Sun Palace. Glad and very pleased we did. The service was outstanding from the moment we arrived to the time we got back into the van to go back to the airport. Every employee we came in contact with from the front desk, restaurants, bars, pools, and maid service made this a very enjoyable and special vacation. Trying to remember every employees name would be impossible, but to us these employees are an asset to this resort. The resort was full upon arrival so no upgrade was possible, which turned out better for us. We had a room facing the lagoon, we would spend morning/afternoon in the pool areas and when sun was no more around pools we would just go back to room and enjoy sunset/sunbathing on balcony (relaxing on lounges). We ate in every restaurant and the food was awesome, because we are always trying something new whenever we can. The rooms were clean and very nice. We will be back in a couple of years, only because we have other places to explore.

  • Stayed April 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, May 6, 2013
Very thankfull for your kind words.

Allthough few rooms face both ocean and lagoon I agree that those that do have an additional perk that not everyone knows how to enjoy. I am glad you did,

I sincerely hope that when you mention having many places to explore you mean places in Cancun and that you will always grace us with your visits.

Receive my best,
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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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Santa Clara, California
1 review
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed April 25, 2013

My wife and I have chosen Sun Palace for our honeymoon (4/13-4/20) after hearing a recommendation from a coworker followed by seeing the good rating on tripadvisor. We did a lot of research before we got there because we don't vacation often and were afraid of getting ripped off in the foreign country. One thing we were worried about was the resort credit. I've seen mixed opinions on this so we weren't sure what we will get. When we finally got there, the hotel agent sat us down to walk us through all the packages that they offer with the resort credit and it was super simple to understand. Look for Jesus to book your trip. He was pleasant and professional, and was never pushy. With our credit, we were able to book trips to both Tulum and Chitzen Itza, swam with the Dolphin, had the Chef's Dinner and a dinner on the beach, and enjoyed a nice spa massage, No complaint there!

Also, a quick tip on booking your vacation: while there are three desks in the lobby with many booking agents, they always seem to be busy and you are probably in for a long wait. But what most people didn't realize is there is another desk in the back, past the Mexican restaurant and near the second gift store. And most of the time there is an agent sitting there waiting.

The room itself was beautiful and kept in the immaculate condition. With the hot tub in our room, we always leave the room in a huge mess, but upon our return at the end of the day, it is always restored back to perfection. And in the evening there is the turndown service where the clearning staff come into your room and make your bed, dim the light, and leave some chocolates by your beds. A very nice touch indeed. And the room lighting and the large soft bed make for a very romantic setting. The beach was beautiful, white sands + blue ocean, just as advertised. We walked down the beach to other hotel and we can tell that the beach at Sun Palace is one of the best kept beaches on the strip. The ocean was beautiful too; unfortunately, the waves were really strong so you won't really be able to swim. Nonetheless, if you enjoy the splash of strong wave, it is generally safe to walk out 10, 15 yards into the ocean because it is generally shallow. Just don't wander too far.

Another tip for those who would like to swim in the ocean. If you take a short walk down the beach toward the light tower, after about 10 minutes or so, the ocean becomes really calm without no breaking waves. It turns out the embankment where the light tower sits on create a little nice harbour. Over there, it is literally a swimming pool (and not a deep one either!). The best part of it all is you see very exotic fish and they are not shy at all.

Food quality was pretty good. This is our first all-inclusive so it's difficult for us to make any conclusion. The Thai-Japanese resteraunt was a big hit among many couples and the atmostphere in there was great. I defintely enjoyed the Italian restaurant a lot more than my wife: I thought the bacon-wrapped shrimps was brilliant. Breakfast was awesome too. Beside being able get fresh eggs and omelet (they made the perfect over-easy), there were many breakfast items with Mexican spin. I wouldn't go as far as calling it the authentic Mexican breakfast, but it was super delicious. Make sure you try out the hot chocolate. Yes, i know it's one of things you can get at home; there was something different about the hot chocolate that you don't want to miss. Room service was amazing. Although food is some what average (what do you expect for ordering food 1 in the morning?), there is something special about being able to order food at odd hour. And the room service staff were some of the friendliest people in the hotel. They never forget to show up with a flower and the wife loves that. The final point on food, also the most impressive one, is their Chef's Dinner. Warning here: try to save this meal until the end of your trip, because after this meal, everything else becomes bleh. Yes, it was THAT good!. At Chef's Dinner, a talented resident chef would cook each course right on front of you. These are not just steak, potato and broccoli; the dishes were truly creative. If you are into deconstructive/molecular gastromy, you will really enjoy this meal. The wine-paring was included as a part of the meal and the selection was delicious. Toward the end of the meal, they brought in a busker donig some juggling. That bring me to my next part... the shows.

Juggling at the fancy dinner sounds completely lame at first, but it turned out to be totally aweomse. The guy was super enthusiastic and has a quirky charm. He pretty much juggle everything, from soccer ball, pins, and fedora hats. The entire room were very entertained. We also went to check out the Michael Jackson show. Even though it was Vegas caliber, these performers are truly profressional; the costume, the dancer, and the choreagraphy are top notch quality. Also, it helps that the main guy freakishly assembles Michael Jackson. We've had a blast for sure!

Sun Palace is a chained hotel that feels like a nice and cozy bed and breakfast. The staffs are amazing; always greet us with a smile. And after spending a week there, I think all the bartenders and waiters/waitresses know my wife as the girl "who always order the virgin mojito". You just feel like you are so well taken care of while you are here. We really don't hear "no" too often over the whole week. They are always willing and happy to accomondate whatever you request and they do it with a genuine care. Beside the staff, the guests are super cool too. It is a couples-only hotel and many honeymooners. It is nice to meet couples from around the world who are kinda sharing the same experiences as you. Everyone was easy going, pleasant, and fun. And we share stories about our trips over a drink and exchange tips about traveling and stuff on the beach. There were just so much love and laughter.

We were really happy that we have chosen Sun Palace host our honeymoon. It was everything that we have envisioned it to be and definitely will hold a special place within us for a life time. Their staff often says, "thank you for making us part of your memory." I believe that they really meant it, because their services have shown it over and over.

  • Stayed April 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 9
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, April 30, 2013
I love these reviews! They always have a little somehting that excites "the gray cells".

Two things got my attention in your wonderful review: What is actually a "true" Mexican breakfast? Although Mexico is nowadays very much a city-dwellers country it still traces its food to the days when it was primarily agricultural. Also, as much of our territory tends to be hot climate we have a very early breakfast: "Garnachas" which literally means "fried stuff". So, if you were to visit our main avenues (not the hotel zone, please) where working people who don't have the means or time to breakfast at home go, you will find dozens of little stands selling tacos of several stews or casseroles along with "gorditas" and "sopes" (smaller but thicker versions of tortillas). Dee-licious!!

The other point that got my attention was your mention of chocolate. Chocolate is a Mexican invention!!

And I loved your title: People make the difference. Without a doubt. And very proud of it!!

Thank you really so much! It was wonderful hosting you and on top of that having the privilige of a very special review.

Warmest regards,
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Connecticut
Top Contributor
84 reviews 84 reviews
10 hotel reviews
Reviews in 38 cities Reviews in 38 cities
30 helpful votes 30 helpful votes
5 of 5 stars Reviewed April 25, 2013

First of all, the Sun Palace looks more like a hotel than a resort, especially after having spent time in the Mayan Riviera, so there isn't a lot of outside landscaping. However, it is what happens inside that matters. It was awesome:-)

There were no concierge rooms available when we checked (two couples, one a Palace Resorts owner) in during mid-Feb 2013; however the junior suites we were placed in were absolutely gorgeous, overlooking the "active" pool. (They called us a couple days into our trip to tell us they had available concierge rooms and we decided not to move because these rooms were so nice.) The balcony was roomy with chairs and a small table...many times we would stay outside there instead of heading down to the pool, it was so nice...

The pool area is not huge, and the towel game is played here. There is a snack bar located by the "active" which was excellent, and had much to offer. The sports and entertainment staff were a lot of fun and we participated in several activities with Vanessa, Edel and Franco. There is a nice beach, also...

The food was incredible in every restaurant and for every meal...everything was fresh, and well-prepared considering how many people were being fed each meal. It was very difficult to select where to go for dinner the entire week! Because it was cool a couple of the nights we were there, the Mexican restaurant was turned into a buffet one night, and we were able to enjoy foods from the Asian restaurant as well as the Steak House (which are both located outdoors) in addition to Mexican specialties (or even choose from the regular Mexican menu.) This way turnover was quick and the wait wasn't too outrageous. We also met Edgar, the executive chef for the resort that night...what a nice gentleman...and he continued to watch out for us the rest of our trip...

We enjoyed the bar area nightly, though at times it was packed since so many people wanted to sit and enjoy a beverage before or after dinner. From 5-7 PM, small sandwiches, chips and desserts are set out to eat...

The service was EXCELLENT; Pablo Winkler, the general manager was always available and walking around to check on the property. We spoke with him about people smoking in areas they shouldn't have been; he met back with us to let us know he had followed up on it with his staff....

I don't know what else I can say, but any future vacation that isn't here (!) will be compared to the Sun Palace...BUT we will be back!!!

  • Stayed February 2013, traveled as a couple
    • 4 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, April 30, 2013
From someone who signs "Hungry and traveled" it is quite an honor to receive such high marks on your food comments.

Yup! Not much in the way of landscaping. When the plot for this building was bought on one of the island's (because technically Cancun is an island albeit connected through bridges) most narrow parts it was clear that it would be a seascape product. As you mention, views are spectacular towards our Caribbean ocean.

If the final experience results in a review such as yours then all efforts are warranted. That is all I care about: Happy customers.

We are most indebted for the kindness of your words and will be on the lookout for your return.

With best thoughts,
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London, United Kingdom
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed April 24, 2013

We have just returned from a 12 night stay.The staff were the most friendly and courteous staff we have ever encountered. Nothing was ever too much trouble.

I was surprised in reading reviews prior to arriving saying that the hotel was quiet. We felt it had a perfect balance. You can find a quiet spot or get involved in activities. A very special mention to Edel, Javier and Francisco who always made us feel welcome and encouraged me in joining in activities where I usually wouldn't have the confidence, so thank you.

Food was plentiful and of excellent quality. We ate at all of the restaurants and never had a bad meal. We ordered room service on several occasions and never waited more than 30 minutes.

Resort credits were a bonus, where else can you have a massage and pay $13. They were explained thoroughly on how to use at the beginning of the trip.

Rooms were beautifully appointed.

Just a note we went to visit the other palace resort on Isla Mujures, and had a fantastic trip. A good tip is to hire a golf cart and explore the island. The chefs dinner was an experience we won't forget and the kitchen staff looked most genuinely surprised when they received a standing ovation at the end.

Thank you Sun Palace we will be recommending to all our friends and we will return. We are just sad that we live so far away.

Room Tip: Use your resort credits on arrival for conceirge upgrade.
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  • Stayed April 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 5
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, April 27, 2013
I am always very impressed by reviews from our guests that cross the "pond". Other than, I think, one, this little resort in far away Cancun seems to be very well suited for you.

My guess is that you don't fancy hotel behemoths as is now the usage in the Americas. I especially liked your comment on the balance of atmospheres within the property.

Whatever it is, it is certainly a bonus for us to be able to serve our European customers. I think that in the very near future you will find travel to Cancun much easier and probably at a better price. Of course, the 11 to 13 hours sitting in an airplane will remain so until someone comes up with a supersonic transport that can accomodate more passengers than the maligned Concorde.

This should also happen in a few year. I trust.

Thank you for such a glamorous review. I do hope to have the honor of your return visit in a near future.

With my best regards,
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Montgomery, Alabama
1 review
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed April 23, 2013

My wife and I stayed here for our hooneymoon (4/8-4/13), and we could not have been more impressed! The staff were so friendly and very accomodating. The service was excellent and the food was amazing! The room service was so good that we didn't even leave our room for the first day and a half. The restaurants had so many options to choose from and the food quality could not have been better! Our only regret is that we did not stay longer to enjoy the other dishes at the restaurants. Be sure to the try the Pat Thai at the Oriental Lounge! Also, even though the hotel was full, it never seemed crowded. The beach and pool areas were very nice and the service on the beach was incredible. We had waiters coming by every 10 mins taking our drink orders. We loved the hotel so much, that we never left the property. The Sun Palace was everything we had hoped for and more! If we ever go back to Cancun, we will definitely stay there again!

Room Tip: We stayed on the 7th floor with an ocean view. We loved our room so much, that we decided not to us...
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  • Stayed April 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 5
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, April 26, 2013
The uppper two floors of the Sun Palace have the best views! Although the balconies are smaller (but you get your two chairs and side table) they are surrounded by glass. So the view is unimpeded. I like them a lot and I think they are really great for honeymooners.

What you mention about the resort being full-which it is-but not seeming to be is very true. I guess it has to do with the fact our guests tend to prefer a given location, whether by the pool, or the beach and they are not, as is wont to happen in larger hotels with families, prone to wondering around aimlessly looking for something to do. There is always something to do at Sun Palace: Nothing. You don't have to get your drinks, cook your food, do the dishes, make your bed. You might as well forget clocks and watches. No rush, no schedule. Feel hungry at 3 A.M.? Order Room Service. Fall asleep in you sun lounge. See the views endlessly. Have a massage, do your nails, get a haircut. Or do nothing. My favorite occupation.

I do so hope you'll be back to us soon.

Best wishes,
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Vancouver
Top Contributor
58 reviews 58 reviews
40 hotel reviews
Reviews in 40 cities Reviews in 40 cities
55 helpful votes 55 helpful votes
3 of 5 stars Reviewed April 23, 2013

Located a quick drive from the airport on a beautiful stretch of white sand beach is cancun's hotel zone. I liked beach palace so I though I would love sun palace. its adults only and it's the same brand in the same destination with the same decor on the same beach with the same uniforms and the same rooms and they really do have the same five restaurants too! I could not help but compare them, come on! The beach really is beautiful.

The bed was really soft and we couldn't sleep the entire vacation. Did not anticipate this at all. So simple and yet incredibly important. The rooms decor was nice and simple. We could have used some body lotion and the counter was lower. The day bed on the balcony needed to be cleaned.

Not much selection for the food, but I was happy with nachos for lunch everyday and fruit for breakfast... Dinner was steak usually from the grill. Guacamole makes everything better. The drinks were ok.

Swim up bar was boring. Infinity pool was pretty. The hot tubs were chilly. Sports were fun but other couples did not want to drink and socialize. Service on the beach was ok depending on who you get there were a few questionable servers. A few great ones too. We remember them. The spa was awful. Worst massage I've ever had. What a shame. Terrible. No one was at the front desk when I left so feedback was not given which I agree makes it worse. I was not expecting very much because i get a lot of massages. This is a couples resort targeted at North Americas you should have a have a half decent massage. This was the worst massage ever.

GM or similar walks around like king or cock of the walk give me a break. So many good things going on here don't take what you have for granted. Get to work and capitalize, improve guest experience and enjoy the benefits. No one asked us how our stay was. They did not want to know.

  • Stayed January 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
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, April 24, 2013
Agree with you that when walking the property I feel like a king. My guests make me feel that way, saying hello and sometimes even taking the time to chat for a few minutes. Who am I-I think-to deserve this blessing?

I was taught to respect each one's privacy. So if you are otherwise engaged I certainly will not interrupt.

I see you are well traveled and quite a critic. I might learn something new about the job. After all, I've only done it for 43 years. My e-mail is pwinkler@palaceresorts.com. I would appreciate your views, other than the ones already posted in this review.

Sincerely,
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Florida
1 review
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed April 22, 2013

Sun Palace workers are the most hard working people I have seen in any hotel in the world I have been to. They care about people and that is the most important part. Great location, point system is great, greeeeaaat food, need a few more employees in the kitchen area mostly for breakfast but overall the service was great. Thumbs up to the servers by the beach area who with a smile would get drinks for people relaxing by the beach

  • Stayed April 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 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, April 23, 2013
Very nice review and very true. My staff works very hard and it shows.

I guess the one point we missed for perfection deals with your comment on lack of staff though. I know as a guest you shouldn't have to read this but since everything is otherwise very good, I've got to tell you that it takes us about six months to train someone up to par. Given that all of Cancun has been very busy, we've had a hard time finding, let alone training the adequate people.

Other than this, I am happy to know that we did satisfy and I do hope to have the pleasure of your return visit. We want to make your reviews-and of course your experience-perfect.

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 On the Beach Hotel in Cancun
#4 Luxury Hotel in Cancun
#4 Top resorts 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*
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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