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“Disappointing and half of resort was closed down”

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Sunscape Sabor Cozumel
Ranked #18 of 52 Hotels in Cozumel
Certificate of Excellence
Reviewed September 18, 2013

The resort was not what we expected. Half of it was shut down for renovations and most of the restaurants and bars were closed (including the swim-up bar) which we were excited to get to use. No notice was provided to us that much of the resort would be closed down. We had to eat at the same 2 restaurants and drink at the same 2 bars the entire stay. Got old! The food was bland as most all-inclusive resorts are.
We very disappointed in the rooms. They need major updating. We stayed in Room # 3311. Our room was supposedly the nicest room they had. The Honeymoon Suite w Jacuzzi, Ocean front. I had to pitch a little fit to make sure we got this room when we checked-in, as this was what we booked (via Travelocity) but not what they had planned to give to us. After waiting an hour to get the right room we arrived to find a mediocre room which lacked much love. Very old furniture, dirty old lamp shades and dated fabric. We were greeted by a welcoming bug in the shower which had been caulked around the edges about 5 times so looked very bad. We had sugar ants on our sink top and water appeared to be leaking from our bathroom into our main room area (think they had major drainage issues). The toilet ran unless you jiggled the toilet handle after each flush (possibly the cause of our floor water issue) which was annoying to say the least.
Our A/C leaked the first night we were there from the massive rain we had all night. So we had to shut it off in the middle of the night. Thank god our room was a suite with 2 A/C units so we didn't burn up. They did fix it promptly the next day.
It was also extremely loud, we were awakened each morning by noises from above us and outside, due to the construction or slamming of doors and chatter by guests next door. We were very close to the beach which was nice and a few steps away from the beach bar, which we spent most of our time. After a few cocktails everything was more tolerable! :)
The Wi-fi was terrible. If you got signal it was only in the lobby which was also inconvenient to have to walk all the way up there to check emails, etc.
The only really good comment we have is the staff was very friendly. We spent most of our time hanging out at the beach bar. Carlos was our bartender and he was awesome! Made our experience much better. But we will not be staying at this resort again.

Room Tip: All rooms need updating and remodeling. You should definitely spring for the ocean view or front su...
  • Stayed: September 2013, traveled as a couple
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1  Thank Colleen C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SusczeConcierge, eConcierge at Sunscape Sabor Cozumel, responded to this reviewResponded October 24, 2013

Dear Colleen C,

Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

While we are very happy to hear that you found our staff to be very friendly, we are disappointed to hear that we did not exceed your expectations. As it relates to the issue you had with quality of the overall resort, maintenance, and lack of room amenities this is in fact not a true depiction of our standard of operations of AMResorts. Due to the fact that we are still undergoing a low occupancy in Cozumel we have to rotate the opening times of restaurants and bars. However, we have addressed the issues stated above as we brought them to the attention of the respective Management.

On another note WIFI is only available in the lobby area at Sunscape.

It has truly been our pleasure hosting you at our resort and we do hope that we will be given another opportunity to prove our devotion to client satisfaction. We hope that we will once again have the honor of welcoming you back to Sunscape Sabor Cozumel so that we can redeem ourselves and offer you the service that you deserve.

Warm regards,

Justine Pyne
eConcierge/Social Media Coordinator
Sunscape Sabor Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,779 - 1,785 of 2,238 reviews

Reviewed September 17, 2013

My three grown children and I just returned from our trip we stayed 9/8/2013 through 9/12/2013. The hotel was beautiful and the staff was very friendly. Unlike some of the other reviews our mini fridge was always stocked and maid service was great. Breakfast was always good but dinner was not my favorite a little more variety would have been better. They only had one restaurant open every night and the pizza place was always closed by late afternoon. If you wanted a snack you were out of luck after six. There was nothing open unless you went to the gift shop and bought a six dollar bag of chips or a three dollar candy bar. The swim up bar was closed and the bar at the beach closed at 6 or 7. I have heard that it is much different during peak season, I just wish they would disclose the difference on their web site so you would not be so dissapointed. If everything they offer on their website was open year round, I would have NO complaints. This hotel was beautiful and staff very friendly. There really wasn't much to do after 7:00 p.m.

Room Tip: 3636 and 3637 were great rooms
  • Stayed: September 2013, traveled with family
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1  Thank mlively2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SusczeConcierge, eConcierge at Sunscape Sabor Cozumel, responded to this reviewResponded October 16, 2013

Dear mlively2013,

Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are happy to see that there are elements of the resort that you quite enjoyed such as the beauty of the resort, breakfast, housekeeping and friendly staff however, we are very concerned to know that your experience did not live up to our usual level of service offered at Sunscape Sabor Cozumel. I have passed your review to to relevant department heads so that we can improve the overall service offered at the resort and improving the quality of amenities offered in the lower season. Due to the low occupancy we have to open and close restaurants to according to the amount of guests in house, hence we rotate them.

We sincerely hope to welcome you to Sunscape Sabor Cozumel on a future occasion so we can have the opportunity to redeem ourselves providing you with the service you deserve.

Warm regards,

Justine Pyne
eConcierge/Social Media Coordinator
Sunscape Sabor Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 9, 2013

My wife and I stayed at this hotel between 8/31 and 9/7 2013. We booked this hotel as an all inclusive in order to go diving in Cozumel. The food was some of the best I have had at an all inclusive and the staff was very accommodating. Service was great at the restaurants and they served drinks by the pool. What they did not tell us was that of the three restaurants that should be open two were closed. Of all the bars that were supposed to be open, including one in the pool, only two were open. What they did not tell us was that Dive Palancar was no longer their dive operator and the new house dive operator charges much more for diving. What they don't tell you is they have closed down two thirds of the rooms and you are now as far away from the pier where you get picked up to dive as they can get you. Same for all the bars and food that you might like to get when you arrive at the pier after a dive. Many small things that went wrong they did fix in a fairly timely manner. The phone, the empty mini bar, the hot water and things like that. We could not get any shampoo or soap except one time in our seven night stay. Would we come here again? Definitely not. We come to Cozumel to dive and this resort is just not set up for it. The service and food were good however we did not get what we were promised as to restaurants and bars. I will say the property was clean as were the pools. This property has apparently changed hands several times and they do not have it together at this point. I hope they make improvements in the future.

Mike

Room Tip: Get a ground floor room as there are no elevators. Some rooms leaked when it rained so they moved so...
  • Stayed: September 2013, traveled as a couple
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5  Thank saraangls
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SusczeConcierge, eConcierge at Sunscape Sabor Cozumel, responded to this reviewResponded October 16, 2013

Dear saraangls,

Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are happy to see that there are elements of the resort that you quite enjoyed such as the food quality, cleanliness and accommodating staff however, we are very concerned to know that your experience did not live up to our usual level of service offered at Sunscape Sabor Cozumel. I have passed your review to our General Manager so that we can improve the overall service offered at the resort and improving the variety of amenities offered and communication of staff and Management about recent changes made with regards to the general operation.

We sincerely hope to welcome you to Sunscape Sabor Cozumel on a future occasion so we can have the opportunity to redeem ourselves providing you with the service you deserve.

Warm regards,

Justine Pyne
eConcierge/Social Media Coordinator
Sunscape Sabor Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 7, 2013

This was our third trip to this resort. Each time the ownership is either changed or in flux. We have stayed at several all-inclusive resorts in Cozumel as well.

We really liked this resort. The rooms were clean, furnished nicely and not worn at all. The beds were extremely comfortable. We stayed on the north side of the resort (the “time-share” side) although we are not time-share owners.

The staff were incredibly polite and professional. Everyone was extremely pleasant and did everything they could to help us. When I called the front desk, my questions were answered immediately.

The food (all-inclusive) was very good. It was not amazing, but we don’t expect that at an all-inclusive at the kind of deal we got. Breakfast is great, with custom eggs and omelets available. Lots of fruit and juices (all safe for non-natives). Lunch and dinner were also good. They tended to have a rotating menu, so if you absolutely must have a variety at every meal, you might be disappointed.

Alcohol is included and the drinks kept flowing all week. The beer on tap is Dos-Equis (XX), which was fine. Most of the mixed drinks were made with local alcohol, but once mixed with fruit juices or whatever is your favorite, it didn’t matter.

The beach is a white sandy sunscape with clear electric blue waters in front of you. The beachfront for the entire property is probably ½ mile long or more. All accessible.

They do have a property next door called “Secrets”. This is their adults-only property. We never went over there, although they do have a time-share presentation available about it but we had no interest. I talked to some who had been there, and the food was a little more high-end and the alcohol was more name brand liquors. But for us, almost double the price wasn’t worth it. However, if that is important to you, consider it.

Now the downside of this trip. We went over Labor Day weekend, so it was definitely “low season”. About ¾ of the hotel was closed down. It also so-happened that they were just starting a hotel re-model project on that other portion while we were there. It didn’t impact us too much, but some people don’t like that sort of thing.

Because a lot of the hotel was not occupied, several of the restaurants and bars weren’t open like they were on our last trip. This was a bummer at first, but we adjusted and still had a great time.

Bugs are an issue, it’s tropical Mexico, after all. Bring some insect repellent for when the sun goes down. We used some hydrocortisone cream for the bites we did get, and that took care of things.

This hotel is about 20+ minutes from town, and we stayed here on purpose. Town does not interest us much. We have shopped ourselves silly in San Miguel (the town) over the years. It’s about a $15 taxi ride into town if you want to go.

We are scuba divers and dove with Scuba Mau (see my separate review of their service for more).

While we enjoyed the food, we did go out for dinner on our last night. We went to Guido’s in town and it was FANTASTIC (see my separate review of the restaurant for details).

As long as Sabor Sunscape doesn’t greatly change their price structure with the remodel, I highly recommend this hotel.

  • Stayed: September 2013, traveled as a couple
    • Value
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7  Thank AndrewGoodrich
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SusczeConcierge, eConcierge at Sunscape Sabor Cozumel, responded to this reviewResponded October 9, 2013

Dear AndrewGoodrich,

Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are delighted to hear that you thought your return trip was satisfactory and that you found a good value including our food, our friendly staff, beach and comfortable rooms. Our staff work tirelessly to ensure that each guest is given personalized attention. So it is rewarding to hear that you will return to your new home away from home.

We look forward to welcoming you back to Sunscape Sabor Cozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.

Warm regards,

Justine Pyne
eConcierge/Social Media Coordinator
Sunscape Sabor Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 4, 2013 via mobile

Started out great, got the beach side room, but the water stank and by the 3rd day we were sick. The little store had a good med, but another of our party ended up in hospital on iv fluids after our return home. This is our 4th stay in Coz, first here. First time sick. I think the water was contaminated. Loved the room, service, location, dive guys but probably will just stay in favorite old motel and eat at restaurants from now on.

  • Stayed: April 2013
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2  Thank Seahoesue16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SusczeConcierge, eConcierge at Sunscape Sabor Cozumel, responded to this reviewResponded October 16, 2013

Dear Seahoesue16,

Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are happy to see that there are elements of the resort that you quite enjoyed such as the room, service, location, dive facility and staff however, we are very concerned to know that your experience did not live up to our usual level of service offered at Sunscape Sabor Cozumel. I have passed your review to to relevant department heads so that we can improve some key aspects at the resort, however we are most disappointed that you felt sick during your stay and that there was a smell coming from the water.

We sincerely hope to welcome you to Sunscape Sabor Cozumel on a future occasion so we can have the opportunity to redeem ourselves providing you with the service you deserve.

Warm regards,

Justine Pyne
eConcierge/Social Media Coordinator
Sunscape Sabor Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 4, 2013

Sunscape Sabor could easily be one of the best values on Cozumel. The list of amenities is excellent. Only one minor suggestion: They might want to add a guest computer or two, otherwise the resort is tops.

Stayed: August 2013, traveled solo
4  Thank Al W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SusczeConcierge, eConcierge at Sunscape Sabor Cozumel, responded to this reviewResponded October 9, 2013

Dear Fiddlediver,

Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are so thrilled that you have found excellent value when staying at the Sunscape Sabor. It is so nice to see that you quite enjoyed all of our offered amenities and that we could easily be the best in Cozumel with minor additions. We are humbled by your review and will share it with our teams members so that we can work even harder to ensure your next visit is better.

We look forward to welcoming you home to Sunscape Sabor Cozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.


Warm regards,

Justine Pyne
eConcierge/Social Media Coordinator
Sunscape Sabor Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 3, 2013

I absolutely loved this place! So much in fact, that I am in the middle of planning a vacation back here! The snorkeling right off of the resort is unbeatable. I loved to walk out every morning and snorkel after breakfast. They also have great snorkel tours through the hotel that I would highly recommend. The staff was friendly and helpful and the drinks were good. I can't wait to go back!

  • Stayed: March 2013, traveled with family
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6  Thank kellyreneekloth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SusczeConcierge, eConcierge at Sunscape Sabor Cozumel, responded to this reviewResponded September 19, 2013

Dear kellyreneekloth,


Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are so thrilled that you had booked your return vacation to Sunscape Sabor before your departure. It is so nice to see that you quite enjoyed the snorkeling, friendly staff and tasty cocktails during your stay with us. We are humbled by your review and will share it with our teams members so that we can work even harder to ensure your next visit is better.

We look forward to welcoming you home to Sunscape Sabor Cozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.


Warm regards,

Justine Pyne
eConcierge/Social Media Coordinator
Sunscape Sabor Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sunscape Sabor Cozumel

Address: Carretera Costera Sur Km 12.9 | Zona Hotelera Sur, Cozumel 77600, Mexico (Formerly Sabor Cozumel Resort and Spa)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Spa Swimming Pool
Hotel Style:
#10 Spa Hotel in Cozumel
#10 Top resorts Hotel in Cozumel
#12 On the Beach Hotel in Cozumel
Price Range: $123 - $294 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Sunscape Sabor Cozumel 3.5*
Number of rooms: 218
Official Description (provided by the hotel):
Fun is at the heart of Sunscape Sabor Cozumel, the perfect Unlimited-Fun(R) getaway in an ideal island destination. Located on the small island of Cozumel, Sunscape Sabor is the most complete beachfront resort complex on the island. The 218 spacious guest rooms and suites offer finely-appointed amenities and beautiful views. Each guest room has a private balcony or terrace, mini-bar, flat screen TV, individual temperature control with air conditioning and more. Sunscape Cozumel's family-friendly experience features a kid's check-in experience with red carpet stairs, welcome treats and resort passports for kids. Connecting rooms and family suites plus kid and baby-friendly amenities are perfect for accommodating families. Families, friends, singles and couples will enjoy Unlimited-Fun(R) privileges with a variety of amenities and activities throughout the resort including limitless access to dining at four reservation-free restaurants and national and international alcoholic and non-alcoholic beverages at three bars and lounges. 24-hour dining options allow guests to enjoy late night bites at the Seaside Grill. Take part in land and water sports, relax by one of two sparkling pools, indulge in the Spa by Pevonia(R), or bask in the sun on the largest beachfront of any resort in Cozumel. The kids can have a blast at the Explorer's Club, a fully supervised club with Red Cross certified staff for ages 3-12, while participating in various activities and programs. As a bonus, explore the natural wonders of the second largest coral reef system in the world, the Mesoamerican Barrier Reef System. Dive into the deep at world-renowned dive sites with the help of the fullservice, on-site dive operator. A fun-filled getaway in the perfect island destination can be found at Sunscape Sabor Cozumel. ... more   less 
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Also Known As:
Sabor Cozumel Hotel Cozumel
Wyndham Cozumel Hotel
Cozumel Wyndham

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