My wife and I stayed at the Sun Palace from July 31 through August 3 to celebrate my wife's birthday. The hotel is nice, and the location is excellent (only 15 minutes from the airport). The beach is beautiful, and it was good to stay at a couples-only resort, considering that it was just me and my wife on holiday. So in general, there was really nothing to complain about... But "the devil is in the details!"
For the amount of money that is charged (roughly $460 per night for 2 guests in an Oceanfront Jr. Suite), I would expect better service. It constantly felt like the staff did just the bare minimum required of them, but other than Mario, the waiter on the beach, no one seemed to go out of their way to ensure our satisfaction. This actually started before we even left on our trip.
Before the trip, I made phone calls and sent emails to make two small requests: 1) Since we were going to arrive about 2 hours before check-in time, I asked for an early check-in... 2) Since we were celebrating my wife's birthday during the trip, I was hoping that they could have something nice/special for her when we arrived in our room. (This actually should not have been that big of a deal, considering that this is an all-inclusive resort... All they had to do was to have an "included" bottle of wine/champagne, or an "included" dessert waiting for us in the room.) The best response I ever got was..."We will let the front desk know about your request, but nothing is guaranteed."
Of course, upon our arrival, the room wasn't ready, and we ended up having to wait 2 hours, until the official check-in time. As a matter of fact, even at the official check-in time, the room still wasn't ready, and we ended up having to wait an additional 15 minutes. Once we finally entered the room, sure enough... No special "happy birthday" welcome for my wife, even though I repeated to the front desk clerk that we were there to celebrate my wife's birthday while we were checking in. Apparently, our email, phone and face-to-face request was simply ignored. I would have preferred if the hotel would just have had the nerve just to tell us "NO."
Throughout the rest of our stay, over and over again, the same type of small service-related inconveniences continued to occur... Having to ask for drinks various times (at the Alamo Restaurant and at the Lobby Bar) before they were delivered, lots of restrictions/complications with the "complementary" resort credit, etc. It almost got to the point where we were expecting some complication anytime we requested something.
In summary, the hotel was nice, and the beach was wonderful. So overall, we did enjoy our 4 days in Cancun. I only wish that the service we received at the Sun Palace would have been more accommodating, as opposed to feeling like anything we asked may be ignored, would have to be repeated, or "had strings attached." This was the difference between having just a nice trip, versus an unforgettable experience.
There are MANY hotels in Cancun... I believe next time, we will be able to find one that makes their guests feel special, and go out of their way to make sure that we enjoy wonderful service to go along with the wonderful beach and hotel amenities.
- 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