Sun Palace reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 5.0
  • Location 4.5
  • Rooms 4.5
  • Service 5.0
  • Value 4.5

9298 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Fun time, great food, and amazing staff!

Pioneer40086081219 on May 11, 2024

What an amazing place! Pedro, Roberto, and Alan at the party pool were the best. They did such an awesome job at getting people involved to have a fun time. The food here is amazing, there are a lot of good, delicious options to choose from. So far, my personal favorite is Fuego, but honestly I could eat anywhere here and be tremendously satisfied!

TripAdvisor users rated this property 5 out of 5

Chefs Dinner

Lee G (California Desert, California) on May 10, 2024

The chefs dinner was as amazing experience!! All courses were well executed and of the highest quality. The entertainment to include the host Pedro definitely set the tone for the entire evening. I would recommend this event to all that visit The Sun Palace Resort if Cancún.

TripAdvisor users rated this property 5 out of 5

Awesome Chef Dinner

Jon B on May 10, 2024

Amazing show and food! They did an amazing job with the show and the food. This was the first yone I have attended a chefs dinner and it was perfect. The music was perfect and the food was amazing. Chef Chacon is a great chef and Pedro is an excellent host. The food was perfect and the wine was delicioso!!

TripAdvisor users rated this property 4 out of 5

Sad to Not Give Another 5* Review

Lisa S (New Jersey) on May 10, 2024

It actually pains me to write this review and not give our beloved Sun Palace 5 stars, but the point of TA is to give travelers honest feedback and so this review will be 100% honest. This was our third stay at Sun and the second in as many years. Last April, our experience was practically flawless, so we invited our good friends to join us this year. The resort is strikingly beautiful and the lobby, common areas, restaurants and bars are all sparkling clean and comfortable. We absolutely love the views of the Caribbean from all throughout the resort and the close proximity of the pools. But upon check-in, we were not given a drink or a flower and were asked to take a seat and wait for the next available associate. Because we checked in early it seemed that most associates were busy with guests checking out, so we did wait longer than usual. I had been in touch with Carlos in the weeks leading up to our trip to upgrade our room to concierge, and we were so happy to be given the exact type of room that we’d requested— thank you again Carlos— you are a gem! We were taken to the Palace Planners to “activate” our resort credits, and had a very nice experience with Roberto who was very helpful and gave us some good advice. He was available and attentive whenever we needed him throughout the week. Our room was lovely— 5th floor overlooking the quiet pool with the hot tub in the center of the room and beautiful large balcony with chaises and table/chairs. I would absolutely recommend upgrading to this level for the space and the balcony, it’s truly one of the nicest rooms we’ve stayed in. Unfortunately, we noticed that housekeeping and turndown were inconsistent which was in stark contrast to our experience last year— mirrors in the room went uncleaned the entire time, turndown was consistently attempted at 5:30 while we were getting ready for dinner, and the hallway carpet looked like it hadn’t been vacuumed in weeks. And although not a housekeeping issue, our room service carts were not taken away regularly and sat in the room overnight until housekeeping arrived the next day more than once. Service also was lacking this trip for the first few days. I don’t know if it was because of extremely high occupancy, but it seemed like the entire resort was just understaffed for the amount of guests. The app reservation system seemed to be down for at least 3 days, so dinner reservations were complete chaos— we needed to make all of our reservations with the employees in the restaurants, and while they were extremely kind, our reservations were consistently missing or incorrect so we found ourselves spending a ridiculous amount of time just trying to fix these mistakes on a daily basis. Food was mostly good, but we definitely noticed a downturn since last year— lack of variety at the buffet for breakfast and dinner, no sushi for lunch until mid week, items that used to be out and available to grill like fresh fish, pasta, burgers and steaks had to be asked for, so you would never know these were options unless you’d been there before. Dinner service at Aurora was very slow, but the staff was friendly and kind. Unfortunately, the food was not good, and two of the items that we ordered tasted of rancid oil. The manager was very attentive and listened to our concerns, but the next morning, the bacon at the buffet had the exact same rancid oil flavor. Tratto, which has always been one of our favorite restaurants in the past was also just ok— we were seated next to the kitchen and were told there were no other tables available even though there were clearly open tables throughout the restaurant. We repeatedly had to ask for water, and bread only arrived mid-meal when we realized that other tables had it and asked for it. However, the beef carpaccio was excellent, and the seafood fettuccini was also delicious. We used a portion of our resort credits for the romantic beach dinner, and while the food was very good, they seated us on the beach below the terrace at Tratto where there was a very large and loud wedding reception going on with DJ and music blasting, so we couldn’t even hear the violin music provided with the meal. Last year, the dinner was at the north end of the resort and was quiet and lovely. We thoroughly enjoyed our meal at Fuego and had excellent service. Be sure to ask for a table close to the water— the sea breezes are just lovely and the atmosphere is magical. The lamb shank was excellent, and everyone agreed that all of the food was very good. Thai continues to be a standout and has consistently been our favorite Palace restaurant. We ate there twice during the week— first night was very quiet and we had the opportunity to talk with our waiter Aldo for a while. What a wonderful and kind soul— Palace is lucky to have this amazing employee. The second time, the restaurant was PACKED, I’ve actually never seen a Palace restaurant so full, but the waitstaff and bartenders were completely on it, and our food came out quickly and everything was delicious with the yellow seafood curry being a favorite. Although Aldo was not our server, he made a point to check on us throughout the meal and gave us a warm farewell since we were leaving for another resort the next morning. Oh, and do yourself a favor— order the Backyard Sake, easily the best cocktail we had all week. We had a few maintenance issues that we’ve never experienced before— elevators were out the second day for most of the afternoon, and our TV turned on at 2:30 am the first night at full volume scaring the bejesus out of us. The guest name on the TV also never matched ours, so I’m guessing they didn’t update their reservation system with our room number. Another change since last year is that morning yoga is now held in The BAR?! It used to be held on the Tratto terrace in the beautiful early morning sunlight with the sound of the waves crashing below, but now it’s held inside the bar. Who wants to get down on the same carpet that guests have been walking on and dancing on and spilling drinks all over the previous night? Apparently I wasn’t the only one who was put off by this, because there was nobody partaking on any of the mornings I walked by. PLEASE move this back to the terrace, or even to the beach. After voicing some of our concerns, we were approached by Maria, our concierge who actively listened and apologized for our inconveniences, and we noticed an honest effort to rectify the issues. Service seemed to improve in general after about the 3rd or 4th day, and it felt more like our old Sun Palace of previous years. A few more positive notes— the spa was excellent and our treatments were very relaxing. Food at the pool snack bar was always delicious and the fresh guacamole and taco stand was a nice change from the regular menu. Tacos el pastor were amazing. Room service was very good and arrived quickly, and Sweet and Coffee is just such a wonderful place to grab a latte, iced coffee, dessert crepe or sandwich anytime of the day— employees here were lovely and always smiling. The evening shows that we experienced were also very good— the fire show was entertaining, and David Magee is not to be missed. We’ve seen him twice and were amazed both times. We had a wonderful vacation and met some amazing people, and we truly appreciate the commitment to customer service that Palace continues to strive for. While we had some hiccups, we left feeling like our comments and concerns were taken seriously, and we truly felt valued as guests and long-time members. I have faith that the wrinkles will be worked out and Sun will continue to be our go-to adults only Palace resort for years to come.

TripAdvisor users rated this property 5 out of 5

Sun Palace, adults only and perfect!

PamB251 (Frisco, Texas, United States) on May 08, 2024

Palace Resorts always knocks it out of the park! The service, food and accommodations are unbelievable. With the help of Samuel we had everything from spa to golf at Moon and all our dinners reservations scheduled perfectly. He was great! We came for the week and were totally pampered by the staff. Manuel and Raquel around the pool were so nice and friendly and always happy to help us have a great time. They even seemed so sad to see us leave?? Juan in the breakfast buffet always greeted us with the biggest smile and he remembered our morning drink choices. The entertainment by the pool and at The Bar was so fun! We did some dancing in the pool and always sang along. Monica and Abel at the Trattoria restaurant were so professional and fun to talk to. I happened to witness Monica have to deal with another guest and I felt bad for her to take the abuse but she handled it impeccably, then turned to other guests with a smile. Raul at Fuego was perfect and has a fun smile. My husband and I are leaving relaxed and rested with great memories. Be back soon my friends!!

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