Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
As the first adults-only resort in Cancun, Sun Palace is the perfect retreat from everyday stress. This oasis for couples lies along the coast overlooking the turquoise Caribbean Sea. Conveniently located 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 coastline serves as a dramatic backdrop for this recently renovated resort, featuring 252 richly appointed guest rooms. 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.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
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Sun Palace Cancun has garnered acclaim from numerous guests for its pristine condition, with special mentions of its immaculately kept common areas and spotless rooms. The ocean-view rooms are a hit for their comfort and cleanliness, despite some reports of inconsistent maintenance. Exceptional service is a hallmark of the stay, with the staff earning praise for their attentiveness and dedication to guest experiences.
While the amenities, including the pools, dining, and entertainment, are top-notch, some visitors have felt the music choices could better suit the guest demographic. However, the value proposition has been questioned by guests who feel the cost does not always match the level of service received.
Atmosphere
Lively
Rooms
Comfortable
Value
Expensive
Cleanliness
Immaculate
Service
Attentive
Amenities
Top-notch
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This was our third time at Sun Palace and that glorious infinity pool on the quiet side with lovely relaxing music in the background is likely what will draw us back here next time.
Looking over the edge of the infinity pool that seamlessly blends in to the ocean leading to a perfect horizon at sunrise is just my absolute favourite!
The place itself is elegant and spotless. The common areas are constantly being cleaned and the restrooms both poolside and in the lobby just sparkle.
It’s notable and quite wonderful how the noise and music from the activity pool side do not spill over to the quiet side. Something for everyone!
The bar at Sun Palace is beautifully decorated with plush and inviting sofas and a very interesting and varied mixology menu.
For those that do not drink alcohol every restaurant and bar serves one or 2 specialty mocktails that never disappoint.
There are 4 a la carte restaurants in the evening and our favourite was Aurora, the Mexican one. The Thai and Italian were quite good and Fuego for is was just ok.
While overall experience for an adult all inclusive was excellent, we must say that the food was slightly superior at Playacar Palace where we spent the first part of our vacay. Slightly. We were just so blown over by Madre Mia!
There were some servers who made our stay here very special and went out of their way to make us feel welcome and pampered. Juan at the buffet, Gabriel at Sweet and Coffee, Gerardo Daniel and Efraim at Aurora and Gerardo at Thai.
We have been Palace members for over a decade and there is a hierarchical membership system here that comes with some pretty special perks for those that partake. Upgraded perks and butler services that really elevate your stay and make you feel pampered and special, as they should.
We did have a small hiccup with some large egos who had their sights on our poolside chairs who made it their mission to have our belongings removed when we went for a long walk on the beach.
While it was explained to us by the customer relations representative in a very kind and professional way that it was because we had left for more than an hour, it did feel that he had to suck up to the higher tier members and in this case stroke their fragile needy egos. Unfortunately, it’s just the way the world works.
Having said that, this experience was a first for us and until now most of the people we have met at Palace properties have been just lovely regardless of membership or the colour of their wristbands.
Alexis, the young customer service representative who was put in a tricky position to navigate did so quite well and even though having your belongings removed from your chairs is not a pleasant experience it’s not lost on us that navigating these situations can be difficult for even the most seasoned customer service professionals.
Alexis did come through with us on other matters and requests which were not unnoticed. Thanks you!
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Date of stay: September 2024Trip type: Traveled as a couple
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.
Response from Palace Resorts Management, Owner at Sun Palace Cancun
Responded Sep 24, 2024
Dear Mrs. Stephanie R, Thank you for your continued loyalty as a Palace Resorts member and for taking the time to share such a wonderful review of your third visit to Sun Palace. We are truly delighted to read that the stunning infinity pool, with its serene atmosphere and breathtaking views, remains one of the highlights of your stay. It’s always great to hear that guests can enjoy both the relaxing quiet side and the vibrant activity areas, ensuring something for everyone. We are glad that the elegance and cleanliness of our facilities stood out to you, from the sparkling common areas to the spotless restrooms. Your compliments on the bar's decor and the specialty mocktails are appreciated, as we strive to offer a variety of options to cater to all preferences. It is also great to know that Aurora was your favorite restaurant and that you enjoyed the offerings at our Thai and Italian venues as well. A special thank you for recognizing the efforts of our dedicated team members who contributed to making your stay special. We will be sure to share your kind words with Juan, Gabriel, Gerardo Daniel, Efrain, and Gerardo, as well as Alexis, who we are glad navigated the situation professionally. We are, of course, sorry to hear about the issue regarding your poolside chairs. While we aim to treat all guests with the utmost care and respect, we understand that such instances can cause discomfort. Your understanding of the challenges our team faces in handling these matters is greatly appreciated, and we are pleased that Alexis continued to provide excellent service in other areas of your stay. It is always a pleasure to welcome valued guests like yourself, and we hope to have the opportunity to welcome you back to Sun Palace for many more memorable stays. Warm regards, Heriberto Cota General Manager.
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We have been Palace members since 2008. This was our 32nd visit to Sun Palace. We consider each and every Sun Palace employee as a family member of ours! We love them all!
We were at Sun Palace for 2 glorious weeks beginning June 25th. Once again, like each previous visit, everything and everyone were just phenomenal!
Our trips typically consist of days spent at the activity pool, in the spa, and enjoying the fabulous food and nightly entertainment!
When at the activity pool, you can enjoy games, volleyball, drinks and wonderful poolside food. The pizza is great, and so are the Palace dogs and burgers! Chicken wings are also a hit for us as well! But when they are making fresh guac by the pool it is to die for!! So don’t miss that! There are many wonderful servers by the pool that will gladly get you whatever you want, whenever you want it! I’d like to give a huge shoutout to those hard workers! Much thanks to Orlando, Sylvio, Enedino, Daniel, Gabriel, Enrique, Carlos, Elizabeth, Johana and two great pool concierges Geronimo and Rachel!
During the day around the pool and into the night, the entertainment staff will make sure that you’re having a great time! These tireless workers go hard all day long! Thanks so much to Pedro, Alexis, Jonathan, Alan, Alexander, Roberto, Uriel and a sweet intern Samantha!
One of our favorite meals of the day is the breakfast buffet in the Aurora restaurant! We are waiting eagerly each morning for the doors to open!! We have many long time friends that work the buffet! The food is always great and the service is always impeccable! The hard working team in the buffet are Jesus, Juan, Estrella, Mario, Jorge, Rodolpho, Eduardo and two awesome buffet cooks to make your omelettes, pancakes, waffles and anything else! They were Maria and Ricardo! Two of the cutest hostesses will greet and seat you once you come in! Kisses to Brisa and Ariadna!
Before I go further on the restaurants I must give a shout out to all of our bartender family! These people actually rotate to different areas of the resort. The drinks, anywhere, are the best! Any kind, any flavor and made so professionally! Gracias por todos Amigos!!!! These great bartenders are Jose Luis, Hugo, Mario, Elias, Marcus, Miguel, Ignacio, Alfonso, Francisco and Rosalia!
Now back to the food! There are 4 restaurants for evening meals. Let’s start with my favorite, La Tratoria! This is Italian cuisine and it’s absolutely scrumptious! Try the lasagna and spaghetti carbonara! And…..end the meal with cannolis! Perfecto! The Tratoria family in managed by Monica who is an absolute sweetheart! Also during our trip there was a beautiful lady, Ingrid, that was training to become a restaurant manager! The serving staff that make it even better than the taste is Abel, Gabby, David and Armondo! You will be welcomed to the restaurant by a beautiful hostess, Sharon! Thanks to all of you!
Next we have Fuego. This is a steak/chicken/rib/brisket type of food! It’s an outside restaurant with amazing views of the blue Caribbean Sea! The food here is also so very, very good! Fuego is managed by a very charming gentleman, Renan! Our servers at Fuego were Juan Carlos “Papa”, Marcos, Roman and Raul. Jorge was a wonderful host that will get you seated and underway!
Now let’s talk about the Aurora! This is Mexican cuisine! The neat thing about this restaurant is that they have 3 different nightly menus! They have a “street food” night which is tacos, quesadillas, enchiladas and all of your typical Mexican foods that you may be accustomed to. They also have menus that are from certain areas of Mexico. I believe there are 2 different menus for these. You will have to check the menu for a particular night to see which they are serving. We LOVE street food nights! The Aurora is managed by our long time friend, Efraim. We have know him for more than 15 years! Such a great guy! We were greeted by a beautiful hostess Miriam! Our servers during the trip were Leydi, Jesus and Sandy!
Last, but surely not least is the Thai restaurant! This is oriental cuisine! Sushi, veggie rolls, Ishiaky, fried rice…..and more! Yumalicious! The Thai is managed by Uwaldo and our sever was Aldo! It was our first time meeting these two and they were great! And are now part of Sun Palace family!
Any night, or any day, if you have a sweet tooth that needs attention…..head to the “Sweet and Coffee”! It’s located just outside the Aurora restaurant! Oh my!! Candies, cakes, cookies, crepes, sandwiches, lattes and all kinds of coffees!! It is so wonderful! If you’re lucky you will be served by Valiera! She is a beautiful sweetheart!
As we understand, all of the restaurants each have there own manager, and they are all managed by our dear friend Friesa! Many years ago we met Fresia as a hostess at the breakfast buffet! It is so special for us to watch our friends learn, grow and promote within the resort!
We REALLY REALLY enjoy massages while we are there! We each get several during our stay! All of them are marvelous, and all of the therapists are very good, professional and such sweet ladies! This trip the therapists we had were Suemy, Monica, Karen, Geraldine and Victoria! Thanks you ladies!!
Our concierge for this trip was Maria. She was so helpful! Anything we needed and any question we had she was able to help with! We went to the Moon Grand for a day during our trip to visit our daughter and granddaughters and Maria worked out the transfers and day pass for us!
Another concierge that has been a friend for many years, that wasn’t our concierge, actually tracked us down just to say hi! Yess is a wonderfully sweet lady and is a sweetheart to us!
Another group of guys that need to be mentioned are the bellboys! When you don’t have to worry with getting your bags up to the room, and back down when you leave it really takes a load off of you! Also these guys are the first people you will see once you arrive! They will give you a cool cloth and the ladies even get a flower! They take care of you as far as pointing you to the reception and getting your vacation started!! Gracias por todos Samuel, Luis, Rodolpho and Hector!
I have purposely waited until the end of my review to mention one special person. When you go to the lobby bar, or “The Bar” in the evening for all of the special music, fun and activities you will be served by an absolute Angel! Karina Sandoval is truly one of a kind! So hard working, as she typically takes care of the entire place by herself! And always, always with such a great smile and such a sweet spirit! She deserves all of the accolades that she gets, and there are many! Love you Karina!
In closing I want to thank the new GM, Heriberto Cota, for taking time out of his busy schedule to meet and get to know us! We enjoyed the meeting and now we will enjoy building a great relationship with him! Gracias Senior Cota!
Barbara and Eddie Morehead
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Date of stay: June 2024
Value
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Sleep Quality
Trip type: Traveled as a couple
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.
Response from Palace Resorts Management, Owner at Sun Palace Cancun
Responded Jul 22, 2024
Dear Mrs. Barbara and Mr. Eddie Morehead, Thank you for your heartfelt and detailed review of your recent stay at Sun Palace. It is always a pleasure to welcome you back, and we are thrilled to know that your 32nd visit was as exceptional as ever. We are deeply honored to be considered part of your extended family. Your kind words about our staff, from the activity pool to the restaurants, spa, and concierge services, truly warm our hearts. We will ensure that your praises are passed along to every single one of them. Your enthusiasm for our dining options, from La Tratoria and Fuego to Aurora and the Thai restaurant, is much appreciated. We are glad to hear that you enjoyed the variety and quality of the food, as well as the exceptional service provided by our dedicated team members. We are also pleased that our spa services, concierge assistance, and bellboys contributed to making your stay comfortable and enjoyable. Thank you for your continued loyalty and for sharing your extraordinary experiences with us. We look forward to welcoming you back for many more glorious visits in the future. Warmest regards, Heriberto Cota General Manager.
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Rooms are spacious and clean. The morning sunrises are beautiful, all rooms are ocean view. Rooms were cleaned daily and post reno it definitely feels more boutique. There are 4 restaurants to choose from. Aurora which does a buffet breakfast and lunch, and a rotating 3 menus for a la carte evening meal. Fuego which does a la carte breakfast, lunch and dinner. Thai (evening only) and Trattoria (Italian evening only). Room service is available via the Palace app and the pool areas have a pizza oven, taco stand and a lunch menu. Evening entertainment is from ~7:30pm to 10:30pm between the main bar and the ballroom. Buses up the hotel zone are 12 pesos or 1USD per person and you can ride the bus all the way into DT Cancun if you wish. There are 3 shops inside the hotel and an OXXO a few minutes walk north from the hotel. If you aren't willing to pay top end with Butler service or don't require all the bells and whistles, consider Sun Palace. We had a wonderful 10 nights in April 2024.
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Date of stay: April 2024
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Trip type: Traveled as a couple
Room Tip:Â The pool staff sometimes put rolled towels on loungers around the pool areas. It does not mean...
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.
Response from Palace Resorts Management, Owner at Sun Palace Cancun
Responded Apr 26, 2024
Dear caduddin, We are overjoyed to hear that you loved your stay with us and that our spacious and clean rooms, along with the breathtaking ocean views, contributed to a memorable vacation. We take great pride in providing a comfortable and inviting atmosphere for our guests. Likewise, we are pleased to offer a diverse selection of dining options to suit every palate, and we are thrilled that you enjoyed the culinary offerings at our restaurants and through room service. Your recommendation of Sun Palace to those seeking a luxurious yet accessible experience is greatly valued. We are thrilled that you chose to spend your getaway with us, and we look forward to welcoming you back for another memorable stay in the future. Warm regards, Heriberto Cota General Manager.
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This trip was below par, the food is not great, although restaurants are el la carte, it’s all the same meat, same base food for every single restaurant. Room service food was horrible, and yes they were fast and efficient, again it’s the same type of chicken, or pork you would get at each restaurant. As well, if you do not have a reservation, you are “stuck” going to Aurora restaurant and stuck eating whatever theme they have that night. Mexican street food was not enjoyable at all. Thai restaurant should take Dim Sum right off their menu, none of it was close to edible. If you want a pool chair, plan on being up before 6am to “claim” your spot… it’s ridiculous. Come and go, grab a chair here and there, but don’t claim it from 6am-4pm and actually only sit on the chair for an hour of each day. This is definitely something the resort should fix!!
Please read this part!!……………………. I HAVE TO ADD….. the ONLY five-star aspect to this trip was DANIEL!!!!! He is an amazing beach lifeguard, always happy and singing, always accommodating and such a busy body! He made our beach days worth every minute, thank you Daniel- and you work wayyyyy to hard by the way :)
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Date of stay: February 2025Trip type: Traveled as a couple
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My wife and I are seasoned resort travelers in Cancun and Sun Palace was not on the top five. When you arrive you must download an app which serves as a calendar of events including making reservations each night for dinner in one of four subpar restaurants. Three nights of our 10 days we had to order room service because there weren't any available seating. The hotel was only half full. The food was very disappointing. The Mexican restaurant food was often tasteless and the chicken was tough to chew. It's easy to get better tasting Mexican food in the States. Fuego, a "Grill restaurant," serve inedible food and didn't have a desert menu. The Italian restaurant made an effort to serve Italian food but failed. The pasta was so undercooked and the seafood was too tough to eat. The Thai food had s couple of average plates but there too the octopus was like rubber. None of the the restaurants good the meals with salt added making them bland. The wait staff was consistently exceptional throughout the resort. The water front room with nice balcony was musty with traces of mold. It's well supplied with alcohol and soft drinks. The room is also supplied with high end shampoo and body lotion. The gym is well equipped with every except a chest fly machine. Between 3:00-5:30 the sun floods the gym and not enough AC to keep it cool. The pools are adequate to accommodate the resort being half full but still not enough chairs for everyone. In order to get a chair people had to get down to the pool by 7:00am and claim a spot. The beach chairs are a better option. Due to the lack of appeal in the venue, we didn't attend any of the nightly entertainment. Transport from the airport to resort must be booked in advance. The resort will provide the transfers for free if you stay for at least four nights and book your stay ONLY through Sun Palace's website. When you arrive at the resort set up the app but if you're tired from your travels postpone getting pitched to see the Moon Palace and having their rewards package explained by their marketing people.
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Date of stay: January 2024Trip type: Traveled as a couple
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Response from Palace Resorts, Propietario at Sun Palace Cancun
Responded Feb 7, 2024
Dear Soleniska, Thank you for taking the time to share your feedback with us. We truly value your insights as they help us to continuously improve our services and offerings.We apologize for any inconvenience you experienced during your stay. It's disheartening to hear that you encountered challenges with restaurant availability and poolside seating. Please know that we strive to ensure all our guests have a seamless and enjoyable experience, and we will take your comments into consideration as we work to enhance our facilities and processes.Regarding the quality of food, we regret that it did not meet your expectations. We take great pride in the culinary experiences we offer, and it's disappointing to hear that we fell short in this regard. We will share your feedback with our Executive Chef to address any areas of concern and make necessary improvements.Regarding the marketing presentation, we apologize if it was not the experience you were hoping for after your travels. We understand the importance of allowing guests to settle in first. Your feedback is duly noted, and we will review our procedures to ensure a more convenient and enjoyable guest experience.Lastly, we appreciate your reminder about airport transfers. It's important for us to clarify these details for our guests, and we will make efforts to ensure that this information is communicated clearly and effectively in the future.Please be assured that we take all feedback seriously, and while we didn't receive any reports about the incidents you mentioned during your stay, we will certainly investigate further to address any underlying issues. We hope to have the opportunity to welcome you back in the future and provide you with the exceptional experience we strive to deliver to all our guests. Respectfully, Heriberto Cota General Manager
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Excellent resort for relaxation. Perfect for someone who wants/needs rest and relaxation. Heads above other resorts I’ve stayed at due to the service excellence in all departments.
For example, Rosario greeting me every day with a warm smile and my coffee order memorized. Karla being the exceptional afternoon/evening server at sweet and coffee having my order memorized and a bright smile every time. Truly the best.
The entertainment staff being absolutely top notch. Johnathan being absolutely hilarious and talented, didn’t realize he could sing and play guitar with the best of them until he traded in his pool activities for the music scene. Making us laugh constantly. Roberto leading us in volleyball and making sure everyone had a great time while interacting. Allan dancing the night away and leading the crowd in having a good time. I’ve never seen someone teach so many folks how to line dance and never even stopping all night. Best of the best.
The food was outstanding and the service exceptional. Carlos at the pool bar. Julian and Gabriela at the Italian restaurant. All made sure you constantly had what you needed and your plates and glasses were taken away when you were done immediately. Diego brought our room service with a smile. Guadalupe cleaned our room exceptionally and prepared everything for turn down service making the room clean and comfortable.
Uriel at the gym taught great classes including cycling and Trx with great kindness and sense of humor. The gym was always very clean and well kept with refreshing towels, water and snacks.
Hard to leave this place and the people who treated us with exceptional care and detail. Bravo!
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Date of stay: June 2024Trip type: Traveled as a couple
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Response from Palace Resorts Management, Owner at Sun Palace Cancun
Responded Jun 19, 2024
Dear 207julianneb, Thank you very much for taking the time to share your detailed and lovely review of Sun Palace. We are thrilled to hear that you had an excellent stay and found our resort perfect for rest and relaxation. Your kind words about our staff truly warm our hearts. We are delighted that Rosario and Karla provided memorable service with their warm smiles and attentiveness. It is wonderful to know that our entertainment staff, including Johnathan, Roberto, and Allan, made your stay enjoyable with their talents and engaging activities. We are also pleased that you enjoyed the outstanding food and exceptional service provided by Carlos, Julian, Gabriela, Diego, and Guadalupe. Your appreciation of Uriel's classes at the gym and the cleanliness and upkeep of our facilities is much appreciated. Our team takes great pride in ensuring that every guest has a memorable and comfortable experience, and it is gratifying to hear that we succeeded during your stay. We hope to have the pleasure of welcoming you back to our resort in the near future. Thank you once again for your kind words and for choosing us for your relaxation needs. Warm regards, Heriberto Cota General Manager.
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The hotel is fantastic and the pool, beach and staff are amazing. The food is always available and we had no issues getting tables so don't believe those reviews. Download the app and everything will ne fine. No issues getting chairs by the pool either, plenty of space and always a lot of open beach seating. We were there over 4th of July and stayed for a week. Never had issues getting lounge chairs so I don't believe those comments either that I had read. The food was good and had a lot of options. If you stayed a week or longer, the dinners might get a bit redundant but overall much better than cruise food and many, many more choices.
The staff was excellent and if you tip or didn't tip the service was great. We chose to tip pool side and at meals and I will say after the third day they knew us and I did feel we were always asked if we needed anything every time. I saw many people not tip but a dollar or two poolside and 5-10 at meals was what we did and I felt remembered.
The staff was excellent and our room was clean and well stocked. The all inclusive really is! The mini bar was always stocked. We are not big drinkers, but we did enjoy the offerings.
The only extra's we had to pay was for two nights premium meal choices (31 oz porterhouse and wagu one night) otherwise nothing more.
We felt 100% safe in the Hotel Zone and did two off property excursions I set up through Expedia. The hotel staff made us feel safe by logging us on and off the property so we felt accounted for!
This was a reconnect with the Mrs week and it did as advertised. The pool and Ocean were walk in warm water and quite relaxing. We had a large amount of alone time and some opportunities to have low key conversations with people from all over. The hotel is adults only so no young children running the halls at night.
The room was very quiet and they have every pillow option under the sun to customize your sleep. Make good use of the room service feature on the TV to make your room as you want. The hallway noise was almost non existent and we never heard the room next to or above us.
We didn't look at the time share opportunities because I don't want to be locked in on my vacations but I will say Cancun deserves a visit and another one from us as well. When we do the Sun Palace will be our home away from home.
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Date of stay: July 2023
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Trip type: Traveled with family
Room Tip:Â Rooms were super quiet and the staff was amazing
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Response from Palace Management, Propietario at Sun Palace Cancun
Responded Jul 8, 2023
Dear W2554ATdavidw,  It has been a pleasure to welcome you at Sun Palace.  Thank you for taking the time to share your wonderful 5 star review and recognizing the excellent service and attention provided by our great team at Sun Palace. Reviews like yours are truly an inspiration to us, as they encourage our efforts to always offer a first class service. I would like to emphasize how important is your feedback to us, particularly considering all the guidance we receive. We appreciate that you took the time to share your valuable comments; we do appreciate every single detail in your review. We appreciate your recommendation, we remain at your service and look forward to welcoming you back very soon.  Warm regards, Leslie Velez General Manager
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Sun Palace is a beautiful resort. The staff are wonderful, the staff are wonderful, the staff are wonderful!!! The restaurants did not disappoint and the entertainment team and night time shows were great. A few disappointments- it’s a very small beach with huge rocks which limit the beach even more. This isn’t the resorts fault but vacationers should know. The resort credits really don’t mean anything in the store. The resort room spray costs $99 USD. You pay 16% but hard to believe it really is $99. You can only use $25 towards sunglasses. Credits are better used for spa, dinners or tours but remember you’re paying 16%. The biggest disappointment was the lack of pool chairs available. Diamond members gat reserved poolside chairs. See pics. Those are all reserved. On some days, all the poolside chairs were reserved. We are Elite members but that doesn’t mean much any more. I guess you have to pay $$$$$ to get poolside chairs. Congrats to diamond members but all other vacationers beware.
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Date of stay: December 2023Trip type: Traveled as a couple
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.
Response from Palace Management, Owner at Sun Palace Cancun
Responded Dec 27, 2023
Dear RobynS611,  Firstly, thank you for giving us the opportunity to welcome you at Sun Palace.  We sincerely would like to thank you for taking the time to share with us your comments regarding your most recent visit to Sun Palace. I would like to emphasize how important is your feedback to us, particularly considering all the guidance we receive. Every detail is noted in order to implement changes, as well, we will check each aspect of your points to make improvements.  Please be sure that proper measures have been taken to avoid future discontent regarding these matters. We hope to have the opportunity to host you again in the near future and change your perspective in our service.  Cordially, Heriberto Cota General Manager
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The Sun Palace Cancun is hard to rate since it was an excellent experience until the last 15 minutes at checkout. The evening before our departure we used our $120 Expedia VIP resort credit to purchase 2 shirts and 2 bottles of vanilla at the store. There are big signs in the middle of the stores stating “Use Your Resort Credit” with no other stipulations (see photos). We told the store salesperson when we charged our purchases to our room that we were going to use our resort credit but were reassured that the $120 resort credit would be applied to our bill at checkout. At checkout the hotel staff and store salesperson said the resort credit could only be used for hats, sunglasses, some bags and perfumes, all of which we have no need of. We asked for a refund for the 2 shirts and were told by the store salesperson absolutely no refunds. The hotel staff could only offer apologies and a hotel manager could not be produced to resolve this issue therefore we left with a very sour taste in our mouths. The small print on the store receipts and promotional paperwork (which we were given after the issues) may determine that Sun Palace was within legal boundaries but 1) the salespersons were fully aware we intended to use resort credit when we purchased 2) the store signage was misleading (see photos and statement below) and 3) the no return policy was harsh suggesting that our situation happens often. The morality of the “sharp practice” utilized by Sun Palace and the store is questionable and we feel obligated to give a heads up to future travelers that stay at this resort. For $120 the Sun Palace resort lost returning customers worth several thousands in addition to all other new customers which our recommendations may have generated. Explanation of photos: As you can see, the “Use Your Resort Credit” ceiling signs are in the middle of the rooms and are clearly visible to people walking by. In one room it’s pointing to nothing and there’s a man below it. In the other room it’s a bit left and behind the hats. Both signs could be clearly interpreted to indicate the entire room since no other wording appears.
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Date of stay: December 2024Trip type: Traveled as a couple
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.
Response from Palace Resorts Management, Owner at Sun Palace Cancun
Responded Dec 23, 2024
Dear rtpana, Thank you for taking the time to share your feedback. We are pleased to hear that your overall experience at Sun Palace was excellent, and we truly value the opportunity to address the concerns you’ve raised. We understand your frustration regarding the use of your resort credit. At the time of purchase, guests are informed of the resort credit terms, including the fact that the credit is issued in U.S. dollars. This information is clearly communicated through the required acknowledgment that guests sign, which helps to ensure clarity regarding the amount being applied. It is also important to note that the hotel shop is operated by an external company, and while we offer the option to use resort credits for certain products, our hotel does not control the specific items eligible for this payment method. The available products are outlined by the shop, and we aim to ensure that all guests are aware of these terms when making purchases. Regarding the signage you referenced in your photos, these signs are intended to indicate where resort credits can be applied. Unfortunately, the photos you provided do not fully capture the scope of the signage, which may have contributed to some confusion. We truly regret that this situation affected your experience, and we appreciate your feedback as it helps us improve. We remain committed to providing clear communication and a seamless experience for all our guests. We genuinely hope you will give us the opportunity to welcome you back and provide you with a flawless experience on your next visit. Warm Regards, Heriberto Cota General Manager.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Our stay at Sun Palace Resort in Cancun was a very pleasant experience, with some fantastic highlights but also a few areas for improvement. Here’s a breakdown of our observations:
The Positives: • The food is absolutely amazing at all the restaurants on site! Trattoria turned out to be our favorite. Be sure not to skip dessert there—it’s worth it! • The resort is exceptionally clean, with staff working hard to maintain a pristine environment. • The rooms are spacious, modern, and well-designed, providing plenty of room to relax. • The staff is very friendly and offers excellent service, making you feel welcomed throughout your stay. • The evening shows are a nice touch. Although the room for shows is small, there were always enough seats for everyone, making it a comfortable experience. • The location is ideal—just a 10 to 15-minute drive from the airport—perfect for a quick arrival and departure. • The views from the resort are stunning! • A special shout-out to Uriel from the gym! He’s a fantastic trainer, and I really enjoyed his TRX and yoga stretch classes. He made fitness fun and accessible during our stay. The gym is large with great equipment. • We had an amazing couples massage at the spa. The ladies were incredibly skilled, and the spa facilities with their amenities were top-notch—such a relaxing experience!
The Mixed: • The toilet flush in the room is surprisingly ferocious—something to be aware of! • While the room is comfortable, it does get warm at night, which made it hard to sleep soundly. • The resort credits are a bit of a gimmick. To book special dinners or activities, you need to plan weeks in advance, as reservations fill up quickly.
The Negatives: • Poolside seating is limited, especially in sunny areas. Unless you’re a member, it’s tough to secure a good spot. • Restaurant reservations are difficult to get if you aren’t a member, particularly after your stay begins. However, we had no issues with simply walking up and being seated. • The humid climate can cause the floors to get slick, which requires caution when walking around.
Overall, the resort has a lot to offer in terms of food, cleanliness, service, and entertainment. With some planning to secure dining and activity reservations, and thanks to amazing staff like Uriel, you’re sure to have a wonderful stay!
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Date of stay: February 2025Trip type: Traveled as a couple
Room Tip: You don’t need to pack a robe, slippers, shampoo, conditioner, blow dryer or hair straightener.
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.
Response from Palace Resorts Management, Owner at Sun Palace Cancun
Responded 1 week ago
Dear aimbsl, Thank you for taking the time to share such a detailed and thoughtful review of your recent stay at Sun Palace. We are thrilled to hear that you had an overall positive experience and that many aspects of our resort, including the food, views, and service, contributed to your enjoyment. We appreciate your kind words about our restaurants, especially Trattoria, and we're delighted to know you enjoyed your dining experiences. We'll be sure to pass on your compliments to the team. It’s also wonderful to hear that Uriel's fitness classes and the couples massage at the spa added to the relaxing atmosphere of your stay. We also value your constructive feedback. Regarding the poolside seating, we understand the importance of securing a good spot and will explore ways to improve this for our guests. Additionally, we’re aware that reservations can be challenging at times, and we are continually working to enhance our booking systems to ensure smoother access for all. Please be assured that your comments about room temperature and the toilet flush have been noted and will be looked into to further enhance the comfort of our accommodations. Thank you again for your valuable feedback. We look forward to welcoming you back in the future for another memorable stay! Best regards, Heriberto Cota General Manager.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
For certain sections such as diamond members, it is automatic reserve for them. For the rest, it is first come first serve. You do have to monitor because the pool crew will remove your towels if you are not there. However, if you leave articles such as books, bags or sun screen lotion or other items indicating you are occupying the chairs they leave your stuff alone.
There are portions of the pool that will allow for this but you do have arrive early to swim laps or sometimes later in the afternoon as the crowd wears thin you can do laps.
There are more places to choose from in the Cancun area.
PRICE RANGE
$484 - $689 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
sun palace hotel cancun, cancun sun palace
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
242
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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