TripAdvisor Traveler Rating

The service at this resort is beyond what we could ever imagine! The staff here is the best I have ever experienced- especially Juan Guinto at the Aurora restaurant. Juan Guinto is one of the reasons we continue to come back to this resort! The employees here are why we come back! I would highly recommend Sun Palace- clean rooms, fantastic restaurants, best employees ever!

The food, entertainment, the rooms, everything was amazing! Pedro, Jesus, Monica, and Allan from pool entertainment are the BEST! We had 0 problems or concerns. I lost my sunglasses and they filed a report and immediately found them. The staff remember our names and say hi each day! They open every door, get food and drinks for us, have great shows and games going all day.

My husband and I came for our honeymoon and had an amazing time! Our room was beautiful, the service was amazing and the food and drinks were great! The entertainment staff at the pool are especially amazing! They worked super hard every day to make sure everyone was having a great time, so shout out to Pedro, Alan, Monica, Jesus and Jonathan!

The staff and crew were exceptional! The hotel was clean and the food was delish! A special shout out to Daniel beach security and Daniel the lifeguard. Your help and kindness was beyond the call of duty! overall one of the best vacations ever taken! .Angela

We went in March 2025 for March Break. We have been to Sun Palace before, love the smaller resorts. The towel game is annoying but you can get a chair at the quiet pool after 10:00 if the Diamond and Residence Members don’t show up. The servers at the pool bar were great, some of them remembered us from last year and the few years before. Gabriel, Daniel, Elisabeth, Enedino were right on top of things and so pleasant always. They were busy, and I believe short staffed but they kept smiling and even remembered our drinks. The Pool Concierges Dani and Ricardo were great bringing the coolers with bottled water and towels. Always smiling, and great with all the guests. Vivianna the Diamond Concierge booked our dinner reservations and made some changes with times when we needed. She was easy to reach and got back to us quickly. At Fuego, Renan the Manager was great. Able to get us a table by the outside window so we could see the Ocean. He was there last year, so friendly and remembered us. The Servers at Fuego were all amazing, with quick service, their beautiful smiles and so kind. Javier at breakfast and lunch. Esmeralda was great, the service and her smile made the meal. Lucio also served us, again amazing. We went to Aurora a couple of times. Once was a buffet and the other a steak night. We also went for breakfast every day. Juan welcomed us back, we met Juan over on Isla when Palace had Isla Mujeres. That was our favourite resort. So sad they closed and sold it what a shame. So we have know Juan for about 17 years. He has the biggest and best smile. His service is impeccable. He hurries to serve all his tables, and brings whatever you need. I don’t know how he does it and is always so friendly and smiling. Ruben and Alfredo are the Aurora Managers. They are so sweet and on top of their staff to make sure it runs smoothly. Also very kind to guests and delivers what they need. Daniela and Brisa from Aurora were great. They always knew we wanted to sit by the Window. David our waiter remembered us from last year and was serving us. It’s like family at Palace honestly. David brought what we needed if we didn’t see it on the buffet. My favourite really is Trattoria. Julian was also at Isla Mujeres, so we have known him for 17 years. He is absolutely wonderful. Took care of us, promptly and was so sweet. It was so great to see him. Adrian and Miriam were our servers other nights and the service was amazing. I think they were short as well but it really didn’t matter as they kept checking to see if we wanted anything, or drinks. So pleasant and kind. Monika the Manager remembered us from the past few years. She is outstanding, made everything perfect for us. Even came to the table a few times to see if all was okay. This is what I love about Palace, no matter their job they all are very friendly, always smiling and always so helpful. I went to the Spa for a massage and Marleny was great. It was great service. Love the Spa at Sun We went to the Lobby bar every night. They all are still there from last year. Miguel, Juan, Karrina and Elizabeth. Love how a couple of them remembered us from last year. Karrina we met a few years ago and just love her. She is the sweetest. So soft spoken, remembers your drink and so quick, no matter how busy the bar is. She is very prompt and does not stop. Carlos at the Front desk has been there the last few years and is always so sweet, kind and friendly and always willing to help. He took care of my daughter and Som-In-Law the week before. Ismael the Front Desk Manager we met last year cause we wanted a room change, was amazing. He said next year (so this year) that if we needed anything to email before we came and ask for him at check in. We did both and he was true to his word. That to us was everything. We were truly grateful to him. Last but not least the amazing Entertainment staff which is run by the amazing Alexander. We met Alexander at Playacar Palace over 10 years ago. He was on the Entertainment staff there. He has done an amazing job running this team, he participates in the activities, will run them, and his team speak very highly of him. The 3 other team members Johnathan, Allen and Pedro are perfect for the job. They get the guests involved, are hilarious, and so good with the guests. The activities they run are great. It’s nice they come over to the quiet pool and invite people to the activities. It would be good to have a sign by the quiet pool with the activities that are happening for the day at the activities pool. This way everyone knows what is happening. Honestly going to Palace for us is like going home, the staff remember us, they are so sweet, kind and so helpful. Also, Palace is doing something right as their Employees are there for quite a few years. They are always happy.