TripAdvisor Traveler Rating

First I have to say the positives. The entertainment staff especially Daniel. The wait staff especially Alfredo so pleasurable. I felt the service was absolutely impeccable, unfortunately the front desk chooses to high pressure you into buying products. When you pay that much to stay at a five-star resort to relax, the last thing you want is to have to wait over an hour and a half to get in your room while you listen to some sales pitch. You definitely don't want to have multiple phone calls a day trying to sell you items. I thought harassed not relaxed. I also I have to say although the food looks amazing, The taste was rather bland except for Fuego was delicious. I also wouldn't recommend ever paying for the room upgrade . The concierge service doesn't really get you anything . Any of the other benefits we had to call and request several times . I didn't feel we had any other VIP benefits by having a black bracelet . The special section that's reserved for you on the beach is right next to every other section . And all of the beach has waiters and waitresses that will come and take your order . When you spend that much money to go on vacation to relax, you don't want to be pressured to buy items. I doubt we will go back.

The beach and ocean in this area is gorgeous. The rooms are well kept and clean. Noise level is minimal if any. Great value for the price. The service everywhere is excellent. The activity staff Jesus, Pedro, Johnathan, and Daniel have great games and keep the atmosphere fun. It's my 3rd year here and my 7th time at a Palace resort. They are consistently my favorite in Cancun.

My wife and I have been members of The Palace Company for 12 years and we have truly enjoyed our experience over those 12 years. Unfortunately, this experience and the way our friends are being treated by the Company make it impossible for us to continue to recommend Palace as a preeminent destination. The resorts have become inconsistent in service, food, and accommodations and being a member has never felt so worthless. We stayed at Sun Palace for 8 nights at the end of May. The first thing that we noticed was that there was no time for us to relax and calm down after our flight - instead it was a rush to get us signed up for a Presentation, make dinner reservations and try to plan out our week. We eventually had to tell Gerardo that we did not want to have a week of activities and that if we needed services we would schedule. In all, we got to the hotel by 2pm but weren't able to even make it out to the pool that night because of the hustle of trying to get our week planned. We tried all four restaurants for dinner and really the only one we enjoyed multiple times was Thai - the Asian themed. Francisco and the chef and entire team made it enjoyable - I highly recommend. However, the others were more miss than hit. The Tratorria had poorly executed dishes, pasta that was old and premade and there didn't seem to be enough staff for service on our first time. The second time was much improved, but it was clear the inconsistency seemed to be the norm. Fuego, was similar. We had an amazing experience with Samantha and the food was great - especially a mac n'cheese and pork belly dish. However, on our return night, the service was lacking as all of mgmt and our waiter was only concerned with a diamond member eating there that night; the mac n'cheese was completely different made with penne pasta and no sauce with pork bellies that needed to be cut to fit into a bite. Every piece of meat from fish to the steak was overcooked and dry and hard to eat. My dish had sat so long under a lamp that the sauce with my steak had congealed and was a paste. However, the worst was Aurora - the food was just bland and inedible. That was disappointing as it was the Mexican restaurant and we were looking forward to it. The best part of food was the cook at the taco/fish bar at the buffet - Edith! Can't say enough about how she really demonstrated the historic Palace experience. Unfortunately, the food on the buffet was hard to find something that was edible and the service in the buffet was so bad we had to request another server at one point because our server chose to ignore us for some unknown reason. The food was always one of the things that made me come back to Palace, but something is missing at Sun Palace - it isn't great and the service is spotty. The entertainment staff were another highlight - Pedro, Jonatan's water aerobics, and Daniel made the days and nights enjoyable. They were so creative and came up with ways that got people involved better than most entertainment folks do at resorts that aren't fully of older adults like Sun Palace. I thought the mix of entertainment in the evenings at the shows and in The Bar was really good. The Spa is still a highlight but not enough to bring me back by itself. We each had 3 massages and the first 3 were just ok. It is hard to find a good therapist that will be attentive to what you want. Then we found Yarelli - she is amazing! There must be different levels of therapist and she is at the top - our last 3 were with her and they were amazing. The staff was great at the spa and they were easier to make reservations for the spa then the front desk planners. Our room was ok - but the wifi went out a couple times and our shower would wake us up at night as the rain shower head would leak onto the drain making a plinking sound... by the end of the week, the shower wasn't draining well. The room was fine otherwise, but wasn't anything special and the huge tub in the room just takes up space and was used as a clothes rack. Overall, our stay was ok. It wasn't up to the standard that Palace usually provides and the staff seemed to know that they weren't able to do everything they used to be able to do which made it seem to me like this was a Palace decision to reduce staff and considerations to the guests. This is now just an average resort with an above average price tag. Once my membership is used up, we will look to find another resort. The last part of the decline is in member services. We have friends going to Playacar Resort; however, that resort was shut down for health reasons and they keep extending when the resort would open. Our friends are concerned as the resort is now scheduled to open the day their vacation begins. I called member services 3x and they lied to me about needing to escalate and calling me back (never did)... Finally, they just told me that they wouldn't move our friends without us paying additional cost to move to Moon Resort, even though there are plenty of rooms at Moon for the few reservations at Playacar. The live stream of Playacar looks terrible and I can't imagine it being open on the 5th and my friends having a great vacation. Palace of old, when a member of 12 years would call, would find a way to help out and make the situation right. Instead, they are more concerned about keeping the reservations at Playacr as that is the cheaper option and they are ignoring what would be good service to the guests. I still can't believe that this is how Palace is treating all of their members and guests at Playacar and can't in good conscience ever recommend Palace as a resort to frequent again. If you're just looking at Sun Palance or Palace resorts, I think you'd do better checking the other resort companies like Riu, Hardrock, Iberostar, etc..

I had an amazing time with my wife at sun palace! The staff is so incredible that it has become my go to destination in Cancun. This resort is perfect for couples with the best ocean view from any angle no matter if you’re inside or outside the resort the ocean is always right in front of you! The activities that the entertainment team had prepared were so fun and interactive! The team is so charismatic and make everyone feel welcomed! Thank you Jonathan, Jesus, Pedro and Daniel for your time and dedication, you guys are the best!

We had a beautiful time at Sun palace. This is our 3rd time visiting this resort and we keep returning because of the staff attentiveness. This time the entertainment team has exceeded my expectations! Jonathan, Pedro, Jesus and Daniel are the absolute best! Their level of professionalism and commitment to each activity speaks wonders of what this resort represents. Of course, their charisma is the best part! Daniel and Gabriel at the relaxing pool also made our stay so special! The restaurants were all amazing! The spa services were my personal favorite’ Paulina and her colleagues were so kind! Thank you all at Sun palace for your service.