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“Just what we needed!!! Relaxation!”
Review of Sun Palace

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Sun Palace
Ranked #8 of 177 Hotels in Cancun
Certificate of Excellence
Reviewed May 9, 2014

We had a great 5 days stay at sunpalace from May 3 to 8th. We arrived in the rain so we took the less desirable weather as an opportunity to visit moon palace and beach palace. Moon palace is soooooo overwhelming as it looks like a whole city within a resort. We were so happy to return to the calm and relaxing mood of sun palace. Food was very good. Service beyond excellent!!!!Rooms very clean. Jorge at the Italian restaurant, Maria at the Alamo every morning and Paola at the Alamo were so very welcoming and accommodating. All the staff was smiling and seemed to take great pleasure in making sure every guest had a wonderful vacation. The couples massage was ok but not wonderful. The beach and the waiters on the beach (Jose, Carlos and the always smiling waitress whom I did not catch her name) were so efficient, friendly and hard working. I also need to mention Daniel who set up loungers and umbrellas as fast as he could. The only downfall: as the hallways are mostly made of marble and glass, there was a lot of echo and we would be awaken every time somebody went by our room at night (we went to bed around 10:30) so we heard people walk around until 3 am on some nights. Suggestion: if you want a peaceful night's sleep, request a room at the end of a corridor....maybe that would help. All and all, great quiet intimate spot where we hope to return soon!!!

Extra perk : only 10 min from airport.

Room Tip: End of a hallway for more quiet rooms if desired.
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  • Stayed: May 2014, traveled as a couple
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3  Thank manon p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded May 11, 2014

Definitely the hotel for you!

We are everything you mention and then some.

Definitely one of the perks to our chain is the number of properties within a close range and their very diverse atmosphere. This is one of the unique features most of our guests enjoy.

And it is always nice to know that a Sun Palace guest will be happy to come back to their "nest" in our small, quiet resort and the end of a busy day wether getting to know other Palaces or on tour, golfing and all things that await you here.

Best regards,

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Reviewed May 9, 2014

The Sun Palace was so amazing from start to finish. I would recommend for ANY honeymoon couple, wedding. It was almost all couples so not the place to go if you are single. I am not sure how much more we paid to upgrade to concierge but it was awesome!! When we checked in we got to go right up to the 5th floor where we met one on one with someone and they explained everything, gave us some champagne , a flower, our wristbands and all the info about resort credit, totally painless. The resort credit pretty much paid for everything we did, pretty awesome. Spa was great, loved it. Service was specular and we LOVED the room service. I would warn people that if they go to a restaurant where they are seated and served, it takes a bit of time, most of the time over an hour from start to finish so just be prepared:)

We loved the poolside grill for lunch, awesome burgers. We literally didn't have a bad meal. They will find a way to give you anything you ask for. It rained one day and they had movies and books you could borrow, which was cool. We aren't huge party animals so the activities that were planned were a lot of fun for us. We Karaoked, took part in poolside games, danced.....I urge people to get involved in the activities, it really is fun and you will never see the people again:) We didn't go downtown really because we were happy with the resort but there was a local bus that was only $1 to go down the strip to all the bars and I heard it was safe but the cabs are $$$.

We did the dolphin swim at moon palace(the sister resort) with our resort credits, which was awesome. We had the option to stay the day at moon or go to wet and wild so we did wet and wild, we love water parks:) It was fun but food was gross and their were a lot of annoying birds but it was virtually empty so that was nice. We decided not to go to moon just because it was so big and we just wanted to have some fun in the sun with no kids or crowds:) We did see the mini golf course and it looked fun but the beach (at least near the dolphin area) did not seem as nice (more seaweed and water wasn't as clear) as at Sun.

The other excursion we did was the day trip to isle mujeres. It was a 15 minute bus ride to the ferry and then another 40 min ferry ride, which was fun, they had beer and pop and stuff and music. When we got to the ferry we had to go pay the sales tax for the trip at this little booth, which was kind of confusing. we told the guy we wanted to snorkel, which wasn't covered with resort credits so we paid 37 bucks each and they gave us a VIP snorkeling package which was nice because it was raining and the VIP area had an indoor bar and buffet with no wait with a nice view and free lockers. The snorkel trip took up out and we went about 1/2 a mile with a guide, it was a good time too. I wasnt crazy about Isle Mujeres but it was fun to get off the resort and see other areas. I would recommend doing the dolphin encounter at Isle Mujeres (same company as moon) but I dont think you can use your resort credits there but it looked a little bit better then the one at moon (even though we had a great time).

Hmm.....what else.....urge people to tip, they work their butts off and a lot of people didn't tip at all, which is so crappy. They literally are so thankful for anything. I saw some people put drinks were NOT strong, but I beg to differ. They were very generous with their pours!!

IF people upgrade to concierge they will either be on the 5th or 6th floor. 6th floor has the biggest balconies for sure, we were in room 614 and it was AWESOME!! Also the mini fridge only gets refilled like once or 2 times a week but if you call room-service they will bring you whatever you want (and the mango juice boxes are to die for). Also having the wifi (which is for everyone) was awesome just to touch base a few min a day. The free beach dinner that came with the concierge level was really special. The free honeymoon dinner was okay but it was pretty much just getting seated in a different area of the Italian restaurant and you didn't get to pick your menu, but it was still good, just took forever.

We also used resort credit on a photoshoot (250) which was great. They took a ton of pics and they you get to pick 2 pics to print out and then you can order pics for $15 each. We actually ended up with 250 left in resort credits and they gave us a card with it for next time LOL.

The only complaint, which really isn't a complaint is the walls are thin and you can hear all the room service carts and neighbors in the halls, not a big deal but was annoying when our neighbors ordered every morning at 7AM!!

If you are ever there try the Bumble Bee shots, they are SOOOOO good!!

I know this is crazy long but hopefully some good pointers for future guests!! Just make sure they know it is not in walking distance to the bars, its a 10 min bus ride, but were fine with that, would rather be in a quiet area.

ALL IN ALL WE LOVEDDDDD IT!! (special shout out to LULU who is at the spa, Guillermo, and all the activity coordinators, waiters and bartenders!!

Room Tip: Upgrade to Concierge level and get a room on the 6th floor!!
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  • Stayed: May 2014, traveled as a couple
    • Value
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    • Cleanliness
    • Service
7  Thank amychristine1981
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded May 11, 2014

First and foremost, thank you for your kind words.

I am glad you enjoyed your stay as much as you let us know and would like to address your "for whatever its worth..." comment.

I think every word an actual guest writes about the resort is very valuable. Some will read all of what you wrote as well as what others have said and formulate a clearer picture in their minds. And then others will probably skim thorugh it to get a general idea. In any case there is no greater service than to write exactly the way you feel. Through your own experiences, potential travellers and people trying to make a decisión on where and when to go.

Definitely the best way of learning about a place without the trappings of marketing. So to speak, a new technology applied to the oldest form of experience communication: Word of mouth.

It isn't always favorable and sometimes it is biased but the intelligent reader will be able to discern between these two modes and come to a decisión on their own.

Thank you for giving me the opportunity to write this, through your very detailed account.

With warmest greetings,

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Reviewed May 8, 2014 via mobile

Wow... What can we say... Relaxing...Enjoyable...great food... Loads to drink...Excellent service all round but in particular Silvio (who worked in the lobby bar). A genuine guy with genuine concern for each and every guest. Very pleasant and really good Craic. So sad to be going home. Sun Palace is perfect in every way. Will be back xx

Stayed: May 2014, traveled as a couple
3  Thank Groove7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded May 12, 2014

I've got to tell you that you've just made me learn a new word! Just when I thought I was well versed: Craic. Had to Google it and learn how to pronounce it. An unexpected bonus.

Thank you for enjoying yourselves and letting others know. Sometimes a short description is as enlightening as a very detailed one.

We will be looking forward to your return and in the meantime wish you the very best.

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Reviewed May 8, 2014

The reviews on Trip Advisor were super helpful as we booked our vacation…so I wanted to return the favor and give a helpful review.

It’s an amazing resort for couples, high quality everything, on the best beach ever, with great food and top-notch service! We spent 8 nights (April 28-May 6, 2014), as 3 couples all celebrating our 10th anniversary. Grandparents watched the kids and we got a great vacation. The money is well worth it for this all-inclusive resort.

Here are a few Q&A’s that I was searching for before we booked:

* Why book Sun Palace? It has the best beach, great rooms, biggest patios, big yet small feel, quiet yet fun, great food and excellent service…. all for a couples vacation (without kids).
* The beach is the best! If you want crystal clear turquoise water, white sand and a swimmable beach…you want to stay in the hotel zone where Sun Palace is. (just know that there are not any water sports nearby, but you can body surf.) The beach lounge chairs are upgraded and more comfortable than any other resort.
* The resort is big enough to have everything you want, but small enough to be intimate and not crowded. 4 restaurants, nice lobby bar with DJ/dancing at night, ballroom with shows. The layout and architecture is well done, making a smaller resort feel big, with many unique areas to use and explore. Other resorts felt like party central…Sun Palace felt like “relax central”, but you can still go dancing at night in the lobby bar and have a fun time without leaving the resort.
* The pools are smaller…but that allows you to be so close to the beach. On the beach. Other resorts (like Moon Palace, Beach Palace and Hard Rock) have larger pools, but that makes everything from your room to the dining areas further away from the beach. If you want to feel like you’re always on the beach, stay at Sun.
* The service from the staff is great. Everyone is literally there to serve you. When you say “thank you”, they always say “It’s a pleasure” and I think they actually mean it. (we visited to some other resorts and there was a noticeable difference in service.)
* Tipping.. you don’t have to tip. It’s not expected, but we have a couple dollars at meals to say an extra thank you.
* We booked a “Concierge” room and feel it’s quite worth it. You get a black wristband (and yes, everyone has to wear a wristband the whole time). We get personalized check in service on an upper floor, our balcony was 3x bigger than any other room and had a big, double lounge chair (you want the 6th floor to get a big balcony), 7 pillows to choose from, aromatherapy in your room, nicer room service menu, special beach dinner for 2, upgraded amenities…you just feel a little more like a VIP. (but if you can’t afford it, you’ll still love Sun.)
* We only used about half of the $1,500 resort credit. You can only use $300 at the spa (we did a couples massage and nails). You pay 16% for tax/fees when you use credit. Still worth it.
* Palace has like 7 resorts, so you can take trips to visit them and eat/drink for free there. Huge perk! This way you get a home resort that’s relaxing, but still get to explore for free! We went to Isla Mujeres, Beach Palace, Moon Palace (and also visited Hard Rock). Each has a different feel, but Sun Palace was best for a couples vacation. (PlayaCar and Cozumel were a lot further away than we wanted to travel, but look great.)
* We did the Ultimate Dolphin’s package with resort credit which only cost $20/pp in fees.
* 24hr Room Service is awesome! We got breakfast in bed most days. It’s easy to order and they are very responsive to your needs. Always brought more than we needed and a flower on the tray.
* The drinks are endless and really good. Lot’s of choices on liquor. Quality and quantity here. We enjoyed the wine bottles at dinner and you can use credit ($3-12 a bottle) to upgrade, using a large wine list at dinner. Everyone is drinking a lot (the whole time) but everyone seemed really responsible. (no drunks or crazies or throwing up) This is a responsible adult resort, with young and old alike.
* In addition to the liqueur dispensers in your room, we were actually able to order entire bottles of different alcohol to our room. (way more than we needed, but it was sweet to get bottle of Malibu Rum in our room) You can always get champagne and wine bottles too.
* We loved that it's a couples resort, meaning there aren’t an singles that you have to be worried about picking up on your spouse! Everyone’s attached. :)
* Huge Jacuzzi tub in your room is nice for bubble baths, but does take up a lot of space.
* The city bus is easy, safe and cheap. Just go to the curb on the main street and within a minute a bus will pick you up. $1/person. Best way to travel around the hotel zone. (taxis are over priced)
* DJ Luis in the lobby bar is the best and should get a raise! We have fun dancing most nights til almost 1am.
* Victor did a great job delivering drinks and food on the beach to us!

Suggestions for Improvement:

* There are no hot tubs in the common areas. We wish there were. (there is one in the spa, though, so if you when you use the spa, ask to use it before or after.)
* They need a light snack bar, with small packaged snacks like chips, granola bars, candy. That would be nice!
* The Tulum Express activity was disappointing as we were on the bus for 7hrs and only had 1.5hrs at the ruins. I’d skip it and stay at the beach.


Bottom Line: If you are looking for a perfect vacation as a couple…come to Sun Palace!

Room Tip: A “Concierge” room on the 6th floor will get you a huge balcony. Room 625 was awesome; right in the...
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  • Stayed: April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
9  Thank Peter J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded May 12, 2014

Where do I start?
By the way, from my office window I am seeing the most spectacular sunset! At this time you can clearly see the complete globe of the sun almost "touching" the earth. Beautiful day!

I am feeling very privileged: The resort is full, got rid of a room of troublemakers, people seem content, there are many friends who have come back to visit: From Scotland, the U.S.A., Canada, Mexico...all beautiful people like yourselves that return every year and that the staff and myself have gotten to know.

The rest is clearly contained in this very detailed review. A most glamorous account of the way life trans curs at the Sun Palace.

So happy to be here!

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Reviewed May 8, 2014

We found the Sun Palace a delight to stay at - upon arrival we received cold towels and a glass of champagne. We upgraded our room to concierge level - really worth the extra cost - its was a delight to sit in the hot tub with the balcony doors open listening to the sea with the added advantage of extra resort credits - make sure you use the spa - I had 3 messages which were seriously relaxing.

We found the food in all 4 restaurants to be varied and of a high standard - our romantic meal on the beach was very nice but I felt there were too many flavours on one plate ( sweet potato/steak with a sweet sauce but that's just my taste buds) the service was excellent - the concierge meal on the beach was fantastic - the steak restaurant, well, best steak I have ever tasted. The service in all 4 restaurants was brilliant all the staff are very attentative. Special thanks to Siliva (Oriental), Auturo (steak) and Jesus at breaksfast - I would like to mention more but I didn't take notes of their names. We didn't find out until too late that you can request foods that are not on the menu ie someone had ordered lamb in the Italian and we could have ordered tempura in the Oriental - well we know for next time.

It rained for 2 nights during our stay on the first night the Oriental and Steak resturants were closed, as they are outside, on the second night it was arranged that the Alamo would also include the steak and oriental menus - this night we had to wait 20 mins for a table which we thought was not a long time to wait considering they were fitting 3 resturants into one.

Please note that the hotel reward their staff if they are mentioned in a review so take note of their names (great incentive for the staff). I hope management also reward the cleaning staff too as you do not really interact with them as much as the waiting staff and therefore do not know their names.

Our room was cleaned daily, fresh towels daily, the mini bar topped daily and the petit fours were lovely.

The food at the pool snack bar was of just a high standard as the other restaurants again all of the waiters and waitresses very attentive.

I needed to buy some cough mixture so we went over to the shop opposite as the hotel shop only had cough lozengers on our return customer services assisted with translating the instructions and advised that if this did not clear the cough they could have some stronger cough mixture delivered to the hotel. Luckily my cough improved. This just shows how they want you make your trip as enjoyable as possible.

The toilets even down by the pool area were never untidy someone was always there to mop up the water or sweep the sand up.

We took a walk to Beach Palace - a bit of a mistake as we didn't realise it was a 5 mile walk - should have taken the bus. The public bus service is very good. We also had dinner at the Oriental at the Beach Palae once again great service and a special thanks to Alan.

As mentioned in previous reviews we came away with a card with our unused resort credits.

All in all we had a fantastic holiday thanks to the management and stafff of the Sun Palace.

Room Tip: If you can upgrade your room the Concierge level.
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  • Stayed: May 2014, traveled as a couple
    • Value
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    • Cleanliness
    • Service
2  Thank Krells
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded May 14, 2014

Other than being very complimentary about our resort, for which we are most indebted you mention a salient point to how we conduct business:

One would think a hotel's main product is bedrooms, food and drinks. However you deal with an axiom of the service industry. What we really produce is happy memories. The physical aspects are mere means to justify an end.

Some of our guests dwell mainly on food, as was your case, others on rooms, on beach and so on. Each guest is different and unique. This is what makes my line of work so thrilling.

Needless to say we are very gratified by your kind words. You've just told us we met with your expectations.

That is great!

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Reviewed May 7, 2014

My sweetie and I chose this great hotel and destination after doing extensive research on honeymoon destinations with in Mexico. This hotel had at the moment we decided the least amount of negative reviews regarding the same issue, e.g. room theft, lack of medical attention, lazy staff, etc.

As soon as we arrived at the front door we were greeted by two employees, one gave my wife a flower and offered us two fresh hand towels. The second one took or luggage for safe keeping while we were assigned our room. We were checked in on the 3 floor on the concierge desk, champagne was given to us while we waited for the concierge. Once checked in we were authorized to use the entire hotel facilities.

Since my sweet heart and I took and early flight we did not have the chance to eat breakfast prior to our flight. We had an incredible breakfast at the Alamo restaurant. This restaurant served breakfast and lunch buffet, at dinner time it only served from the menu. The staff at that restaurant was extremely proactive, efficient and kind. We were told we could use the bathrooms in the lobby our the gym to change into our bathing suits, my wife did not feel comfortable with that, but I do have to point out that the bathrooms were spotless.

Our package included a romantic dinner for two. Said dinner was only offered at the Italian restaurant "la forttreta". Food was so flavorful, and plentiful. The waiter added a plate of fried shrimp that was superb. That dinner made an unforgettable moment, we were seated in a balcony with a great ocean view, the weather got cold during our dinner to the point that we were reseated inside. There was a violinist that gave a soothing and romantic surrounding to the entire restaurant.

We received no special treatment, we got exactly what we paid for. The room was comfortable, relaxing and big. The hot tub was the best. Turning off the A/C and opening the balcony window generated the best room temperature. We received a complementary bottle of champagne and a great personal size chocolate cake. We could not keep the window open for long periods of time after the first night, there were lots of dragonflies. On day two we had 20 of them inside the room, I grabbed them all to get them out, after that no more balcony or open window, they were raiding the place. It is not that they were necessarily a pest but they made my wife uncomfortable flying inside the bedroom.

We had a credit of 750 dollars each for hotel services, we did not use them but we did not loose the credit. While we were checking out the concierge gave us two cards with the amount to use on our next stay or give away to friend or family. The were activated 15 days after our departure and valid for one year.

Room Tip: The concierge room has double mirror and sink and biggest hot tub. That is why we choose it. As far...
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  • Stayed: April 2014, traveled as a couple
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2  Thank David Alfonso A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded May 13, 2014

I see you are from Mexico and I feel funny writing in English but as your review was in that language I have to oblige.

Thank you very much for your kind words and above all for enjoying your stay at Sun Palace. This is our best reward.

That you found our services corresponding to your expectations is a privilege as was hosting you for a few days.

We hope to see you back soon and reiterate our best wishes.

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Reviewed May 6, 2014

Our recent stay at the Sun Palace All-Inclusive was very enjoyable. The hotel staff are among some of the most hard-working, friendly individuals we have ever met and truly helped make our stay relaxing.
Having previously stayed at RIU, we were pleasantly surprised by the difference between the two hotel chains. The attention to detail at Sun Palace far surpassed what we expected. The hotel cleanliness, food, drinks, and service were very good. We never had to make reservations or wait for a table for dinner. Each restaurant was very romantic and we especially enjoyed the bottles of wine with each meal. The breakfast buffet is very plentiful and room service was fast and tasty. The housekeeping staff never quits. This is probably one of the cleanest hotels inside and out. The room amenities are very nice and we truly appreciated the champagne & cake on our first night. The Michael Jackson show was good, but we really enjoyed the Fire Show on the beach. Great entertainment!
I have read many reviews complaining that there are never enough loungers around the pools. We did not experience this problem and always found great locations in the sun that were very close to the pool. Bottom line...if you sleep until 10 AM, then I guess the prime chairs around the pool will be taken and there are always loungers available on the beach.
I would like to recognize some staff members who went out of their way to make us feel very special: Arturo, Victor, Jesus, Karina, Nan, Patricia, Mario, and Marisol. Thank you for your great service and friendly dispositions!
All in all...we will return to Sun Palace.

Room Tip: If you want a great view, ask for a room on the 7th or 8th floor. You can see both the ocean and la...
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  • Stayed: May 2014, traveled as a couple
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2  Thank Linda0212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pwinkler, General Manager at Sun Palace, responded to this reviewResponded May 13, 2014

We are indeed very lucky for having an excellent team. Guests often ask me how we do it...but we don't. True, some of the secrets of each job are taught as you join Palace Resorts but the most valuable are the ones that the staff gathers from the guests. How a guest wants to be treated and how in answer to this they will grant a smile or a thank you. In the service industry there is nothing as important as people smarts. And there are no courses for this.

We thank you for the kindness of mentioning some of our outstanding employees. They will be recognized in our incentives program. They are always very proud to see their names written by you.

Please receive our best feelings and hopes to host you again soon.

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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:
#6 Romantic Hotel in Cancun
#8 Luxury Hotel in Cancun
#8 Top resorts Hotel in Cancun
#8 Spa Hotel in Cancun
#8 On the Beach Hotel in Cancun
#17 Family Hotel in Cancun
Price Range: $354 - $703 (Based on Average Rates for a Standard Room)
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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