TripAdvisor Traveler Rating

Sunscape is our favorite place to be, our home away from home. Viaggio is our favorite restaurant and Javier is our Favorite waiter who has become our FRIEND! The food is delicious and the service is top notch. Do not miss out on this experience and these amazing people but most of all, my friend Javier!

Sunscape is our go to & favorite hotel in Cancun! The others don’t compare! The staff is incredibly friendly. Javier from Viaggio is one of the best servers. We have made friends with a lot of people here and encourage people to check this hotel out.

Booked this resort for our honeymoon as it was marketed as an all inclusive venue and their pictures looked great. The problems started from check-in. We arrived a day late due to a flight connection failure but we attempted multiple times to contact the hotel via email to keep them updated. We provided updated arrival information and asked for airport transfers - the transfer was not arranged. We had asked for the room to be kept available so that we wouldn't have to wait for checkin when we arrived and we had paid for it, so it should have been ready. Check-in took for ever. When we finally got to speak to the reservation clerk, I asked about the honeymoon requests I had emailed the hotel about, prior to our delayed arrival. She had no knowledge of the requests & nothing had been arranged. She told me she was check-in staff and not reservations. When I started to get very frustrated with her about this, she became very hostile and abusive, even calling on the phone & whispering to who ever she had called. Eventually a manager came and after had to explain our entire story again she sorted out a room - which was another dissapoitment. Paying for a suite and requesting a sea-view room shouldn't mean you have to stand on your balcony and lean off the edge to get a glimpse of water! And the sliding door was broken. Later that day we finally got an email response from the concierge appoligising for the failed response to our emails. All of them! I don't know who trains these useless front desk staff but telling someone to "calm down because this is not my fault" - when the person they are speaking to is clearly very frustrated - is NOT going to help. That is pouring petrol on a fire and likely to get similar results. Useless training and staff. Do NOT waste your money on "Dining Experiences" - absolutely shocking waste of money. We ordered a Surf & Turf with bottle of wine which in the description mentioned a bottle selected by their sommelier. Additional cost $1,800. We had a tour booked for the second day and when we found out the tour returned later than our booking time for the dinner, it took multiple attempts with more than 6 different staff before we could get the time moved. Again, emails were not replied to in any form of responsive way. The beef steak was tiny and so cold it was rubbish. The wine - that we paid $400 pesos for was some cheap rubbish you could get at the store for $50. No expert advice on the bottle either. Extremely disappointing. To finish on a highlight - some staff went above and beyond and should be commended. Unfortunately the experience was ruined by the majority of staff not having the same level of dedication or professionalism as the few. The waiter at our first diner was excellent as were most of the bar and serving staff around the pool and main bar. I do not know the name, but when we returned to our room after dinner the first night, one of the house maids had arranged the honeymoon welcome champagne and roses on the bed that had been requested in my first email. It made my wife's day, and after travelling 36 hours to get there really lifted her back into holiday spirit. What a pity it couldn't have been waiting for her when we arrived.

Staffs are nice Foods are great Entertainments is cool Atmosphere is beautiful Just not enough air conditioning, otherwise it is perfect

I really would not recommend this resort. Our expectations for the resort were not met. The pools were very small and there were nowhere near enough sun beds. We actually only managed to get a sun bed before 4pm one day out of our seven day stay. There was also incredibly loud music at both pools at all times of the day. There was nowhere at all to relax. During the evenings there was nowhere to sit and have a relaxing drink. The only bar open in the evenings hosted karaoke nights and disco nights. Unfortunately myself and my husband spent every evening back in our room because we could not find anywhere to sit in the resort. We couldn’t even use our balcony as there were no cushions on the chair and there was a serious pigeon problem resulting in the balcony getting covered in pigeon poo daily. Half way through our stay we had a courtesy phone call to our room by a resort representative to ask if we were enjoying our stay, I was polite but explained we were struggling to find anywhere in the resort to relax and hang out at during the day and evenings and we were spending the majority of our time stuck in our bedroom. I asked if they had any suggestions on how we could rectify this, The representative just said ‘ok thank you’ and hung up the phone. This was an expensive resort so I would really advise booking elsewhere for a better experience. We totally understand this is a family friendly resort however there really isn’t enough space for the amount of guests staying. Spend your money elsewhere!