Ratings based on 1,078 Verified Reviews

4.6 out of 5
94% of guests recommend
4.8 Room cleanliness
4.8 Service & staff
4.7 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from Pa

Best staff and service

Posted Feb 16, 2017
Our 1st time at Sunset Palace. We will most definitely repeat. The staff surpassed all expectations. They could not be more friendly. Food was very good. Hotel & room top notch. Beach & Pool were also beautiful. Only negative was the resort credits. They are misleading.
Comment from Hotel Management
Feb 18, 2017 by Sun Palace Cancun, Hotel Management
Dear David, First and foremost, thank you for choosing Sun Palace! Our main goal is always your satisfaction as a guest, therefore we work very hard to provide only the best experience, with all the amenities, pampering and luxury you can expect from Palace Resorts. It is a great honor for us to know you had a wonderful stay. Resort credit is a great added value you receive during your stay, this can be used towards many items like tours, spa services, golf and more. I would like to apologize for the perception you had about them, please rest assured we will address this situation to guarantee there is properly solved. We are truly waiting for your next vacation for another incredible stay. Truly yours Sun Palace Team
4 out of 5
Recommended
for Everyone
by A verified traveler

Hotel orientation

Posted Feb 15, 2017
Hotel staff pressured us to visit other properties. Said no, continued to pressure. Will not return
Comment from Hotel Management
Feb 16, 2017 by Sun Palace Cancun, Hotel Management
Dear Guest, Thank you for your review. We are truly sorry about this experience. Please rest assured that based on your comments we will take proper mesurares to make sure situations like this will not happen anymore. Thank you for choosing us, hopefully you may reconsider giving us one more chance. Kind regards, Sun Palace Team
5 out of 5
Recommended
for Couples
by A verified traveler from Cape Coral, FL

Great Hotel

Posted Feb 15, 2017
Pros: The staff!!!! The service, food and amenities were great! There wasn't much not to love!
Cons: The explanation of maid service lights. And the pools, look like they could use a little remodeling.
Location: Location was great for a quiet vacation. Not a lot to do near by, which is what we wanted, and there was enough to do at the resort.
We had a great time at Sun Palace. The staff was excellent - everyone was extremely helpful and friendly.
Comment from Hotel Management
Feb 16, 2017 by Sun Palace Cancun, Hotel Management
Dear Jacky, Thank you so much for your kind comments. We are very pleased to know you had a wonderful time at Sun Palace since your satisfaction is our priority. We are truly waiting on your return during your next vacation, it will be our pleasure to host you at Sun Palace. Kind regards, Sun Palace Team
5 out of 5
Recommended
for Couples
by A verified traveler from Lexington, Ky

40th Anniversary trip

Posted Feb 6, 2017
Pros: Great pools, beach and a level of service from the hotel staff that left you wanting for nothing.
Cons: We had a couple of cool windy evenings. Some in door dining at the Asian and Steak restaurants would be a plus.
Location: We enjoyed our time at the hotel we did not feel the need to venture out anywhere else.
We had an amazing 5 days at the Sun Palace Cancun celebrating our 40the wedding anniversary. We selected the Sun Palace because of the couples only, no children policy. And it worked out just as we imagined it would.
Comment from Hotel Management
Feb 7, 2017 by Sun Palace Cancun, Hotel Management
Dear Terrell, Thank you so much for your comments. Definitely, sometimes we need to take a break from kids and enjoy relaxed in couples. This is what Sun Palace offers, a paradise for those who are looking to have the most relaxing vacation ever. We hope to host you again soon! Kind regards, Sun Palace Team
4 out of 5
Recommended
for Couples
by A verified traveler

#9 Is about right

Posted Jan 31, 2017
Pros: Convenient
Cons: Only place we have ever stayed at that does not serve breakfast until 7:00 A.M.. Not really any other option
Location: Location is close to the airport. LA = better, however, since it is near La Isla Mall.
At the time we were researching our options the TA community ranked the Sun Palace #9 out of all Cancun hotels. If you read any of our other reviews you will see that we have experienced Live Aqua a few times and found it to be our favorite of all Cancun hotels so far. Like LA, the Sun Palace is small (a plus in our opinion for the most part). The small size makes everything very convenient. At SP there are 4 restaurant options, and although they are all good we never felt like any of them were really great. If your experience at SP is like ours you will get pretty much everything you ask for. We would rate many things at LA (such as freshness, variety and quality of food; pool; beach; room service; maid service; amenities; atmosphere; location...) 9's 9.5's or 10/10 and Sun Palace in direct comparisons we'd rate solid 8's. For us, Cancun is an "All Inclusive, R&R, Nice Beach" sort of vacation destination. Those are the things we like when we are considering Cancun. SP is ok for these things and we enjoyed our stay and we do recommend staying there if your preferences are like ours. If you appreciate attention to detail and Live Aqua is an option for you, choose it. There are far too many small examples to list but except for the gym (which at SP may be the best we have experienced) nearly everything at Live Aqua was just a notch above the Sun Palace.
Comment from Hotel Management
Feb 2, 2017 by Sun Palace Cancun, Hotel Management
Dear Guest, First and foremost we would like to thank you for staying with us. It is with great concern we read we did not achieve a 5 stars experience during your stay, as we all here work very hard to following our high quality standards and totally devoted to our customer service. Please rest assured that we will take your feedback as reference to make further improvements. We sincerely hope you can honor us with your visit once again and see by yourself all of the improvements we are making right now and the ones coming in a soon future. Kind regards, Sun Palace Team
5 out of 5
Recommended
for Couples
by A verified traveler

Amazing!

Posted Jan 17, 2017
Pros: The beach and the staff was the best. Our room was beautiful and clean.
Cons: Everything was awesome
Location: Not too close to the crazy downtown, but close enough to go if you like. All of the malls and shopping nearby was nice.
Amazing hotel, best service, beautiful beach. Super clean! Not one complaint whatsoever.
Comment from Hotel Management
Jan 18, 2017 by Sun Palace Cancun, Hotel Management
Dear Guest, Thank you so much for your kind comments. Making our guests feel happy and relaxed at Sun Palace is our main goal, we work very hard every day to make sure they have the relaxed and quiet stay to release all the stress they have. Your comments and feedback motivate us to keep improving and serve you better. Please be sure your next stay at Sun Palace will be even better! Thank you for your confidence, we're looking forward to see you again at Sun Palace soon! Kind regards, Sun Palace Team
5 out of 5
Recommended
for Everyone
by A verified traveler from california

Awesome service

Posted Jan 16, 2017
Me and my husband went there recently and we had the best vacation ever! We stayed at the hotel the entire time and there was never a dull moment...quality food...awesome room service...everyone who works there seem to be happy! Definitely would go back there this year😃 thank you sun palace crew🙌
Comment from Hotel Management
Jan 16, 2017 by Sun Palace Cancun, Hotel Management
Dear twygy25, Thank you so much for your review. We're glad to know you had an amazing time at Sun Palace, and we're also proud to know all of our efforts result in a pleasant vacation. Thank you for sharing your comments, please be sure we're constantly working and improving to make sure your next stay at Sun Palace is even better! Kind regards, Sun Palace Team
5 out of 5
Recommended
for Couples
by A verified traveler from Edmonton, AB

Perfect spot if you are looking for adults only

Posted Jan 8, 2017
Pros:
Cons: - Don't have the gym blaring music at 6am - Jacuzzi tubs could use a bit more water pressure, took forever to fill.
My wife and I had a week long trip here (Dec 28-Jan4). From the moment we walked in the door we were treated as a priority. This was our first experience with the Palace resort chain and were not disappointed. We primarily chose this spot due to it Adult-only nature. We loved that it was a much more quiet and relaxed atmosphere compared to other resorts in Cancun that we have stayed at. Although there was an "activity pool" available, there was plenty of pool and beach space for those just wanting to relax, read or do something of the sort. Service and Entertainment staff were great - very personable and enjoyed chatting with them. The 24 hour room service was phenomenal both in service and quality - always a plus for a resort to have something like this! Overall, this is a great hotel and it left a memorable impression on us. Anyone looking for the adult-only experience in Cancun, this one is on a Premier level and we would definitely recommend it!
Comment from Hotel Management
Jan 12, 2017 by Sun Palace Cancun, Hotel Management
Dear Devon, Thank you so much for your review. Your comments and feedback are always appreciated as they help us to keep improving and serve you better. Also, thank you for letting us know about your 5 stars experience at Sun Palace, we work very hard to make sure your vacations are over the top. Thank you for the confidence and please be sure further improvements will be done to guarantee your next stay will be even better. Kind regards, The Sun Palace Team
4 out of 5
Recommended
for Everyone
by A verified traveler from Waldorf, MD

Beach Resort for adults

Posted Jan 7, 2017
All inclusive adult only resort. Staff very friendly. Premium liquor served at lobby bar but you must request. Shuttle service available to Moon palace only twice per day. Beaches are gorgeous but water is dangerous careful of tree trunks floating inland with waves. Pools are very nice. Most food was tasty.
Comment from Hotel Management
Jan 12, 2017 by Sun Palace Cancun, Hotel Management
Dear Niecy, Thank you so much for your review. We're glad to know to had an enjoyable stay at Sun Palace. Regarding the floating trunks, please note the beach is a natural location and therefore we're unable to guarantee floating objects may suddenly apprear. Please be sure our staff will keep working very hard to make sure your next stay is even better. Thank you for the confidence. Kind regards, Sun Palace Team Cancun
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel, terrible service at tour reservation

Posted Dec 31, 2016
The hotel location was excellent. Rooms were tidy and clean. Doesn't have much choices in the restaurants. One thing I have to mention is that the service at tour reservation is incredibly terrible. So you could book tours with room credits at these reservation desk at lobby. The guy at the reservation desk asked me to "search for it on internet" when i asked for information about the tours. I mean, really? He just gave me a list of tours that I can book with room credits and that's it. I have to google for each tour if I want to know what each tour is. I don't feel valued as a customer and his attitude made me feel I was not welcomed at all. Btw I think tour price they provided are way higher than they should be. You have to pay more although you can use room credits to pay parts of the fee. I'll recommend to book tour with other tour company.