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“Great couples resort and excellent staff.”
5 of 5 bubbles Review of Sun Palace

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Sun Palace
Ranked #10 of 182 Hotels in Cancun
Certificate of Excellence
Vaughan, Canada
Level Contributor
190 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
“Great couples resort and excellent staff.”
5 of 5 bubbles Reviewed December 14, 2011

We have just come back from a great vacation at the Sun Palace resort in Cancun (Dec2 to Dec 9). My wife and I travelled there with my brother and sister in law and this was our first experience at an Adult Only resort. Let me tell you it was great. Being set at the south end of the Cancun strip, this location was in an ideal setting and we avoided the hustle and bustle of the busy in town hotels. The staff at this hotel goes over and above in customer service. We were met by Jamie who was ready to assist us in any way possible. We used the resort credit to upgrade our rooms which were excellent and with that, Jamie took us personally up to the 5th floor to check in. His customer service excellence goes above many that I have seen at other hotels. Along with this, our wives took full advantage of the spa facilities and we (guys) used the steam room. All were very courteous and continually asking if we needed anything. Our wives were quite pleased with the service they received in the spa and tipped at least $5 for each of the free treatments that were purchased with the resort credits.

The beach location was great and it was terrific to see that it was not overcrowded. Plenty of sunshine until mid afternoon where we sat (that was enough for us) but if you crave more, you can move down to the area in front of the pool/snack bar area and enjoy it further. The service from the wait staff on the beach was fantastic. The young guy (don’t remember his name) that arranged our chairs and umbrella each day hustled along was very appreciative of the tip that we gave him. Roger and Maria, our waiters were always there to service our needs and sometimes, we had drinks arrive without request, he knew we were thirsty. They will even get lunch for you from the snack bar if you want to eat on the beach which we did a couple of times. Our recommendation is to please tip them, $5 or a day for the lounge chairs and $10 to $15 or more for the wait staff whom we tipped at the end of the day. We enjoyed the warm ocean waters; the current was strong every day. We did not stay by the pools but noticed those that did enjoyed themselves.

The restaurants had ample selection for breakfast and lunch and the waiters couldn’t do more to assist you. They regularly took our full plates of food to our table and ensured that they met our needs. The ladies ordered lattes’ and cappuccino’s every day and we were most appreciative of Ricardo and Carlos Cruz, along with Manuela our hostess and Guillermo our sous chef who made some special meals for us at our request. The dinner restaurants all had a great variety of foods available to us, too many to choose from. The wine list was pretty decent and we enjoyed using our resort credits for this. The wait staff was terrific but I can’t recall names...sorry. The Executive Chef of the resort, Edgar Root came by our table one night to ask about the menu selection and we saw him a few times during our stay always asking if there was anything more they could do for us. We always tipped at each meal at least $5 for the waiters and if you get great treatment from anyone else (hostess/chef), please tip them as well, at least $5 each.

The entertainment each night was lively. The staff came around during dinner to promote their shows, Antonio, Vanessa, Leonardo and Maria(young gal works 2 jobs, can’t recall if this is her name). We also received excellent service in the lounge during the evening entertainment.

Our room was always in great shape and the turn down service was a nice touch. Please remember to tip the person that cleans your room, it’s worth it and very appreciated. My wife liked the different towel arrangements everyday and took pictures. Room service was very prompt and courteous, we enjoyed breakfast one day and our poached eggs were perfect and the coffee was hot.

I know I mentioned tipping a number of times but remember, most of these people make less per day than most of us would spend on our daily coffees. They are very appreciative of any amount given and in the end it doesn’t break the bank.

The hotel maintains a steady upkeep and staff are always cleaning, painting, etc. Attention to detail is important and it shows. We want to thank all of them including the General Manager, Pablo Winkler whom we had a few conversations with during our stay. I’m sure I could write more but then I wouldn’t have anything to say after my next trip.

  • Stayed December 2011, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sergio B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Galt, California
Level Contributor
12 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
5 of 5 bubbles Reviewed December 13, 2011

Its a great resort for any couple who loves the ocean and just wants to relax... We stayed for 4 nights and got 750 credit points and upgraded to consingare and it's way worth it. We got a romantic dinner on the beach and a couples massage with our consingare upgrade and it was great.The rooms are great and spacious with a romantic inside spa in the rooms. The food there we thought was great and the employess were friendly and great to us. We also got a anniversary dessert in our room with champain. I seen the bad comments to this resort about the spa service isn't great and food wasn't the best. I think thats b.s. because everything there was great.. We had no complaints!! If u want a place with alot of retuarants and spa services maybe this place isn't for u. I talked to a couple of couples who stayed at different places in like in rivea maya at aventura palace and they said sun palace was one of the best places with a great beach.. We will go back again next year!!

Room Tip: Upgrade when u get there to Consignare.. It comes with a ocean view room a couples massage and roman...
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  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank mike p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edmonton, AB
Level Contributor
90 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
4 of 5 bubbles Reviewed December 13, 2011

Third visit to this property. Adult only, couples, so no rug rats. Good low key quiet vacation time. Property, food and service are all very good. Everytime you pass a staff member you will be greeted with a warm Ola (hello).
If management want to act on one suggestion it would be for their entertainment staff. Lobby Bar is too small for most of the evening entertainment so these should be held in the ballroom. And provide the staff with some tee-shirts and bottles of tequila for prizes instead of the crappy water bottles and frisbees. Cost is likley the same and Palace Resorts will get more bang for your buck advertsing wise as people will wear the shirts and more people will particiapte in Bingo, etc.

  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank DGPoleman
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, December 16, 2011
Thank you both for your good word and your suggestions. I shall act on them as you suggest.

It is very nice to know we've been able to keep you coming back. Yes, it is good for business but more importantly, it is good for the soul. Our patrons compliment us on the "friendly faces" of our staff. Well, repeat customers also have friendly faces and this warms our heart and keeps us wanting to share continuously bettered experiences with these fine guests.

Cordially,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Level Contributor
52 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
5 of 5 bubbles Reviewed December 12, 2011

We just returned from 7 nights at the Sun Palace and had a great time. We really enjoyed our stay, and the $1500. resort credit was an added bonus. We were there with another couple ( my brother and sister in law)and were always treated very well. The resort is very nice, although if you're looking for big and loud this is not for you. This is basically a couples resort and therefore very relaxing and enjoyable.The hotel is small enough to get to get to know the staff and some guests very well.
The beach is very nice although not very wide, and the water is not for those who like to swim in the ocean all the time as there is a continuous strong undertow with a red flag out every day. That said we spent every day on the beach looking at the beautiful waves and scenery, being served like kings, and occasionally going in the ocean to cool off. We did not hang out at the pools but the people there looked quite happy.
We used the resort credits to upgrade our rooms, and the girls booked several spa visits, with the rest going to upgraded wine bottles at dinner ( very nice for free).
The best part of the whole resort is the staff which are terrific! Roger our waiter on the beach was awesome, Manuela the Hostess at the main restaurant was very nice to us, and the Sous Chef Guillermo was nice enough to look after any special needs or requests. The Executive Chef Edgar Root was always trying to make us happy. Here are the names of the others that we received exceptional service from: Maria on beach, Jamie at the front desk, and exceptional waiters in Carlos Cruz Rivera, and Ricardo.
The entertainment was also good and the entertainment staff were very friendly and hospitable.
The number one reason this resort is rated so highly is definitely the staff as everyone at the resort worked hard, and over serviced us. Please be sure to tip everyone that serves you. In the end it is not going to break any of us, and really means a ton to everyone you tip. I recommend you tip morning and lunch waiters $5, dinner waiters about $10 to $12, the kid that sets up your beach chairs and umbrella at least $5 a day, and the beach waiters $10 to $15 or so per day or a couple of bucks every time they get you something. Don't forget the person who cleans and makes up your room for at least $10 to $15 for the week. Also don't forget the rest of the staff. If you tip about $200 for the week per couple you will be very happy, and make the staff very happy as well. Remember the staff makes a fraction of what the travellers make and their exceptional service deserves nice tips!!

Room Tip: Pretty much all rooms are ocean view, but upgrading to the Concierge level gave you a little nicer v...
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  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Raptorfan_11
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, December 16, 2011
After many years in the hotel trade, both as an employee and as a traveller, I am convinced each country has their own personality when it comes to service. In the U.S., for instance, people are efficent and friendly as they also are in the U.K.. The French are dryer but amusing...and so on.

Mexicans are warm hearted, quick with a smile and very adroit at conveying a friendly feeling. This is the Sun Palace personnel. It is a bit learned and a bit cultural but these differences, apart from many others are what makes travel so enticing.

I appreciate your kind words and mentions of several of my staff. Without doubt, our greatest asset.
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Albany, NY
Level Contributor
47 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
5 of 5 bubbles Reviewed December 12, 2011

We spent a week at this resort from 12/2 to 12/9 . The staff is really nice at the resort, polite and attentive. The room was beatiful and clean with a hot tub, minibar and a bottle of wine,
turn down service and towel animals. We also enjoyed the food with many made to order options at breakfast and dinner, tasty food at asian, italian and mexican restaurants at night.
Have not had a dinner at their steak house. Drinks were good too.
Its right on the beach, but the waves were too high to swim and it is chilly in the morning and at night at this time of the year but enjoed a small infinity pool facing the ocean. You have to have an upgraded service if you want to use theier premium lounge chairs on the beach.
We also visited other Palace resorts in the area. There was a complimentary shuttle to Moon Palace and we took buses to see other resorts. We felt safe traveling along Hotel Zone.
We liked the feel of our adluts only smaller hotel, even the food at our hotel was better tasting too. Other hotels offer more entertainment options at night, so if that is a concern it may not be the right place for you. We watched drum/fire show at our resort on the beach and really liked it a lot. Dj was okay. We like only professional enntertainment so on the nights with audience participation we went to other Palace resorts for dinner and show.
We had RCI exchange that came without resort credits but beware that if you want to use credits there are limits in each category(spa, travel etc.) and there is 11% tax and other fees.
Some people complaned about it. Just know what you can use it for.
Oveall, we loved our stay in a smaller adults only resort.

Room Tip: We asked for a room away from the elevators and on higher floor
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  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank ParadiseLoverNY
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, December 16, 2011
I fully concur with you. I like Sun Palace much more than bigger hotels both as a Manager and as a traveller. Smaller hotels -of a certain quality, of course- insure more personalized service simply because the employees have less faces to remember.

Thank you so much for your glowing comments. They are extremely appreciated.

Hope to see you soon again!
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Georgia
Level Contributor
25 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
3 of 5 bubbles Reviewed December 11, 2011

My husband and I visited Sun Palace for a week in September. Upon arrival, the hotel doesn’t look like much from the outside, but we were immediately impressed by the customer service and cleanliness of the interior of the hotel lobby. We were greeted by a bellman with a welcome cocktail. Check-in was smooth and we were shown to our rooms after refusing a timeshare presentation. The rooms appeared as they do in advertisements. King size bed with Jacuzzi in the middle of the room. The bathroom and shower doors were both frosted, but I was ok with that. The room was clean and mini-bar was fully stocked. We enjoyed being able to make unlimited calls to the US for no additional charge and it was very easy to dial out. Our patio overlooked the Asian restaurant.

Restaurants: We REALLY enjoyed the Asian food, but the service was VERY slow. There was only one waiter on staff both times we dined there. He was a very nice guy and did the best he could by himself. The bar would offer higher quality liquor sometimes, other times; we had to go with what they offered and we also requested up-pours. The food was delicious though. Italian: We ordered from the Italian spot to be delivered to our room (pizza and salads). The pizza was pretty tasty, but my Caesar Salad has a big bug in it. We called and spoke with the manager of the restaurant and someone was supposed to come by or follow up and no one ever did. The Alamo offered buffet during breakfast and lunch and although everything on the buffet wasn’t appetizing to me, there was something for everyone. I enjoyed the fried eggs with the fresh salsas…very tasty. Pool snack bar offered hot dogs, nachos and other snacks. Their chocolate popsicles were delicious. Lobby Bar offered desserts, sandwiches, and freshly popped popcorn. Over all, the resort food was OK, it definitely was not 5-star, but it was nice to be able to get something to eat at all times. We visited Moon Palace which was $26 each way if you went after free shuttle service ended. The Brazilian steakhouse was pretty good. They also had a warm beverage and pasty counter which makes delicious hot chocolate.

Spa: We didn’t do any spa services; however, we were allowed to use the spa Jacuzzi. The spa was clean, quiet and smelled lovely. We were a little disappointed that the water in the hot tub was actually cold.

Amenities/Activities: Vanessa on the entertainment staff was very sweet. We thoroughly enjoyed the fire show (it’s a must see). We played trivia, pool volleyball (pool floor is rough), water aerobics, which were all great. We also enjoyed Salsa lessons and Couple’s Night. Moon Palace’s night club left a lot to be desired. I was disappointed that we had to go to Moon Palace in order to make use of the non-motorized sports. Once we got there, it was like pulling teeth to get some help with Hobie cat boat. The beach is horrible at Moon Palace, but SUPER lovely at Sun Palace. The wait staff brought cocktails and food over to your chairs and umbrellas right by the shore. We also released baby turtles. They recommend that no flashes are used during the release, but I would recommend that the palace resort set up some kind of faint lighting so that guests do not step on the turtles that may be walking away from the ocean instead of swimming toward it.

Transportation: Airport transfers were easy breezy. We did wait a bit after finding our shuttle driver, but it was nice to get a free ride to/from the airport. The city bus stops right in front of the hotel, so if you’re planning to go to Cancun to party/shopping/dinner, take the bus. The fare was only $1 each way and it runs all night.

Our final night there, we were in the lobby bar and I ordered a tequila shot. After taking the shot, I pulled a piece of broken glass out of my MOUTH!!! I went directly to the front desk with the glass and shot glass in hand to request a manager. I was told that there were no hotel managers on site. I was very concerned that if something major happened at any point in time during the PM hours, there was no one of authority on site to make any decisions…WOW! The front desk rep attempted to call the resort manager, but honestly, I don’t believe she called. The manager at the Italian restaurant came over in an attempt to get the details, but only offered me a bottle of champagne. I almost swallowed GLASS!! He offered dinner as well, but it was 11pm and we were leaving at noon the following day. I was told that I would need to speak with guest services to get approval for the discount that I requested as compensation. The following morning, the guest services rep told me that he could not extend a discount off of my all inclusive bill. He offered dinner-I was leaving in 2 hours, he offered to send me to the Dr.-again, I was leaving in 2 hours and finally, he offered a discount on a future stay-who knows when I will be traveling again, but refused to extend a discount on what I had ALREADY paid to stay/dine there. This was a VERY serious matter and I honestly, don’t think they did everything in their power to rectify the situation. With all of the good things people had to say about customer service, I was appalled at the customer service that I received in response to a SERIOUS matter.

  • Stayed September 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank cutiep
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, December 16, 2011
Firstly, my apologies for the incidents you relate of which I was made aware on that same day. I am also sorry you didn't agree with our-at that point- plausible palliative offers.

I feel very badly that what started as a very good experience was marred by two very undesirable situations. This is not who we want to be.

My only hope for redemption is for you to give us the benefit of a return trip and let me personally serve you. I assure you that if this were to happen we'll exceed your expectations.

Thank you for taking the time to let me know of your comments. Your feedback keeps us on our toes.

Respectfully,
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Leonard, Texas
Level Contributor
79 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
5 of 5 bubbles Reviewed December 10, 2011

My husband, Tim and I have just returned from a week's stay at Sun Palace. We have never traveled to Cancun and were very impressed. The resort is very nice, the staff are professional and friendly and some even remember you by name when you pass by while on the property. The hotel has been updated and very clean. Our room was nice and the jacuzzi was relaxing. No waiters with tattoos or one's you could see-very clean cut, neat and professional.

We took advantage of the 1500 resort credits. We went on the Isles Mujures tour and then did the boat tour around the island for $35 per person. We also swam with the dolphins, which was so much fun. We took a limo ride back to the airport also. We spent very little of our own money. Palace Resorts owns alot in Cancun such as Wet in Wild (food and drink included with purchase into the park which is separate from Swimming with the Dolphins) and several other resorts you had access to visit. We also visited Moon Palace for the day that included a complimentary bus ride there and back. We rode the city bus (8.50 pesos per person per ride) when we went shopping. I would not recommend using the $300 credit for the jewerly at the Moon Palace. It was over priced and not the best way to use the credits.

We love visiting Mexico and plan to vacation there in the future. We travel alot and would recommend Sun Palace. I have read some of the reviews regarding the food-we thought the food was good and the service was excellent!

Room Tip: I would not recommend the room upgrade-you can get so much more for the credits given used in a diff...
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  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank TimandShannon
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, December 16, 2011
Thank you for a very lovely review. It is our pleasure to have hosted you.

We do have very precise rules about our personnel's appearance at Palace Resorts. i was delighted you noticed! In an all inclusive business, where you may be serving up to 1600 meals and snacks a day hygene and carefull food handling are paramount and they begin with our people's presentation, demeanor and personal care. Can't be any other way.

Please let me know of any future visits you may decide to mak to us. It will be a pleasure to serve you personally.

Sincerely,
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Additional Information about Sun Palace

Property: 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:
#6 Romantic Hotel in Cancun
#10 Spa Hotel in Cancun
#10 On the Beach Hotel in Cancun
#10 Luxury Hotel in Cancun
#10 Top resorts Hotel in Cancun
#17 Family Hotel in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Sun Palace 4*
Number of rooms: 252
Official Description (provided by the hotel):
As the first couples' only resort in Cancun, Sun Palace is the perfect retreat from the every day stress. This oasis for couples lies along the coast overlooking the turquoise Caribbean Sea. Conveniently located at just 15 minutes from the airport, this property provides service and amenities of the highest level. We invite you to enjoy this old favorite in a whole new way. A stunning coast line serves as a dramatic backdrop for this recently renovated resort featuring 252 richly appointed guestrooms. Five restaurants and three bars cater to a full range of tastes and moods. Golf enthusiasts can play all year round at the nearby Moon Spa & Golf Club which houses the only Jack Nicklaus Signature golf course in Cancun. Expert hands deliver spa services to those who seek a serene and rejuvenating experience. ... more   less 
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Also Known As:
Sun Palace Hotel Cancun
Cancun Sun Palace

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