My Husband and I just returned from a 5 day stay at the Sun Palace in Cancun. 11/05/2012 - 11/09/2012 I will start by saying that the bar and resturant staff are AMAZING they were all very helpful and kind! The food was wonderful and so was our room! Luis at the pool bar was a great bartender.
Now that that has been said I can not begin to descibe my anger and frustration with the "Resort Credit", the Concierge level and the just the whole experience with the company side of the resort.
First of all, we booked and paid for the Concierge level, not knowing at the time the resort credit could be used for this upgrade. My opinion is that this "upgrade" is not worth paying for take your chances and wait til you get there. Not only because I don't think it was worth the money to book it, it is really the only way you can use your resort credits in whole. Upon our arrival we were taken to a private check-in as included in the "upgraded" level. This consisted of us sitting on a bench waiting on another couple booking things for their stay this took about 30 mins. I would have rather gone through the check-in process in the lobby and been in my room. While we were going through our check in another employee came to us and said once we got settled we should then come down to the lobby to go over the resort credits.
My next point after finally getting in to our room we changed clothes went downstairs to the lobby and sat down hoping to start booking things with our resort credit...... BOY WAS I WRONG. We were then told that we had 100 credit here and there in gift shops at the sun palace (only to later find out that only one item in one of the gift shops was eligible for credit use a "tequila package"), 150 in the spa (which was a little more than the amount for a single 50 min massage), 300 for spa products (this too was limited to one package that was 320 credits and were all sample size) , 520 credits on a photo package and photo products, and my favorite was you had 300 credits to spend at the gift shop in Moon Palace (however that was a $60 cab ride away), there were a few excursions and golf that you could use them on. We have been to mexico several times so we had been there done that. So no couple massage unless you wanted to spend 200 bucks extra, nothing in the gift shop. So like I said take the credits and upgrade when you get there it will save you some heartache.
After the girl who explained to us the resort credits saw that we were upset she told us she would give us a free cab ride to Moon Palace, double our Spa credit but only if we went and listened to a hour and half presentation at Moon Palace about their club... We know better we would have wasted an entire day there and there was no way we were joining a club... so NO it was but she continued to offer more and more still the answer was no.
Before leaving this wonderful experience on our first day we asked where we could find the Lomas Travel Rep (we booked on funjet and needed to find out what time we needed to meet the shuttle on our return trip) She stated "Lomas Reps never show up here so you are just going to have to call them to find out" LOVELY. I did find out later they are there just only at certain times during the day and they do come everyday!
My husband and I upset left and went to our room, later I found out he talked to the Concierge about our frustrations and that was that I was bound to have a good time and let it go. We had a great few days until the bill came the last night we were there...
This is when I found out that nothing we had purchased was covered (none of what was and wasnt was addressed in the meeting the first night). I had spent 40 dollars in each gift shop and purchased some pictures they were taking of us on the beach (not the package which I found out was the only way to spend the credits) it was only 110 dollars total but nothing was covered and not one dime was spent out of the credits. This is when we found out you could use them on wine so for dinner we did spend 99 credits on a bottle of wine the taxes were 11 dollars and that particular bottle of wine in the states goes for 18 dollars.
A few other problems I had was the beer in plastic cups, no large drink glasses and the concierge area of the beach was the furthest away from the bar and restrooms. Also I was under the impression that only the upgraded area got beach service staff which was not true the entire beach did...
So to wrap up we always have stayed at the El Dorado Maroma we wanted to try somewhere different and got burned. I would say if you loved this place and thought it is a great deal give the El Dorado Maroma a try and I think you will see what you are missing. However I do believe that had the resort credit never been offered and we chose to go here I would not be nearly upset I would still say that I love the El Dorado and that is where I would go back too but I would not have rated it so poorly.
Hope this saves someone the frustration that we went through.
- 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