Sun Palace

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 7700 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Fabulous Vacation!! We'll be back!

    Reviewed by Drbug2000() on Oct 19, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Sun Palace was incredible! My wife & I stayed for 2 weeks in September. This trip was just what we needed to escape from the stress of the world. The hotel was immaculate, continuously sanitized, and gorgeous! We were well cared for and were able to just relax, enjoy ourselves, and the beauty of the beach. It was one of our best trips ever. Every single staff member made us feel like we were truly special and went above and beyond to satisfy our wants and needs. Although they all wear masks you can see the sparkle in their eyes and feel the energy of their smiles. We felt comforted by the protocols Palace has in place to ensure the health and safety of their staff and guests alike. Now we have to give some shout outs to some awesome staff personnel who made our stay extra special and became like friends: Concierges Nancy & Jayro for going way above and beyond! Seriously, these two are gems. Jose in the gift shop was so helpful and sweet. The lifeguards Daniel & Manuel for keeping us safe and cheering for us on during our boogie boarding contest. Daniel & Enrique our wonderful beach waiters. The entertainment staff was so fun- Juan Luis & Pedro. At Sweet & Coffee- Alejandro, Brandon & Mauricio for keeping us caffeinated and always ready to serve a sweet treat. Alexis at the spa and Veronica & Lourdes (the short one) for the best massages. Victoria & Estrella for stellar room service. Addy Maria for keeping our room clean, tidy, and welcoming on the daily. Adriana & Martha for nightly turndown and treats. Samuel was our bellhop who greeted us with happiness and sent us off with the same warmth. Aurora- Jorge, Alberto, Alejandro, Bethsaida, Francesca, Megan, Carlos, Fresia, Rodolfo, Lucy the Chef. Fuego- Juan Carlos, Manuel, Anna, Yesenia, Gerardo, Rogellio, Diego, Felipe & Deysi. Thai! OMG, The best!...Ismael, Abel, Karime, Marcos, & our absolute favorite Gerardo! What a character. Diego, Fabiola & Gael at spa and adventure booking, Always ready to help and make it happen. Thank you all, and we hope to see you soon!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Sun Palace is beautiful, and the people are even better.

    Reviewed by mspote2(Cape May, New Jersey) on Oct 18, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I would give the property 5 stars. From the guest room to every restaurant and all the amenities offered could not compare to the staff how they go the extra mile to make our stay comfortable and special. Specifically, some names that I won;t forget. Silvio, Enendino, Daniel (Lifegurd), Manuel, Yehsenuwa, and Samuel (Night Front Desk Manager) Thank you for your friendship during our stay. Samuel arranged for a Dr. visit right to our room at 1:00 am in the morning and saved our vacation. Mucho Gracias and God bless you all. Asta luega'. PS. Pizza is the only thing I wouldn't reccomend! Haha.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Rooms

    Rooms-5

    Service

    Service-5

    First Visit To Sun Palace & Family

    Reviewed by johndgoy(Mount Laurel, New Jersey) on Oct 17, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My husband and I are at the Sun Palace and winding down our two week and three day stay. We had week one to ourselves and our family was here for week two and are now gone so we have a few more days here at Sun Palace to ourselves. The hotel had a complete renovation down to the concrete block is like a new hotel. The hotel, lobby, room, and spa are stunning. The food, and service are excellent. Unfortunately the Thai restaurant is closed due to some hurricane damage. With one less restaurant the other three are very busy during dinner service resulting with dinner being a very slow process. Additionally with our longer stay you get board eating the same thing. Ramp it up Sun Palace please and get the Thai restaurant back in service. The beach like most in the hotel zone are gone due to all the hurricanes and tropical stores this year. The teams from front desk, wait staff, and entertainment are all so friendly and personable. They want to know you! Special props to; the entertainment team Pedro, Luis, Alejandro, my love bug Sandra, the entertainment Manager and the rest. The pool wait staff Daniel, Manuel, Melissa, Jennifer and the pool bar manager! I am sorry I do not know her name but constantly ensuring service is top notch and checking in with the guests at the pool. The adult venue is why we choose Sun Palace as much as we love the Hard Rock Cancun there are too many small children there. With that said we love Sun Palace, but the energy level at the hotel is too quite for us. They need to raise the level hotel wide. Our other concern; we are Palace Members and Legendary Members so we have a wide portfolio of hotels to choose from. With that said we feel Palace membership services were too aggressive to the point of severe irritation. Sun Palace is great Palace and gem amongst many in Cancun.

    Very bad experience...

    Reviewed by Roger N() on Oct 17, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Just be aware.... very bad experience... We have been members for over 15 years, so we feel we know the ins and outs of Palace. We are staying at Sun Palace. As they pushed hard for us to attend the meeting and see the “new and latest benefits” we agreed and they took us to Le Grand and paid for the transportation both ways. Here is the issue, they pushed for the meeting and they told us you can go spend the whole day at Le Grand and enjoy your time and come back by 11pm. We arrive at Le Grand and are very nicely welcomed and then introduced to Jose Fuentes who will give us the tour. Jose shows us around and tells you can come and have lunch at this place, dinner at this other place, go to the bar for drinks and because of our membership we can go to the spa and use the hydrotherapy facilities!!! Then we see the presidential suite and finally the presentation. We chose not to upgrade our membership at this time and after leaving the sales area we soon discovered ALL that was lies!!!!! We tried to go enjoy the hydrotherapy area at the spa. After temperatures checked and ha da sanitized we are escorted to the desk. They said oh no, you have to have a service booked at the spa. We said with our bands we were told we could enjoy the hydrother anytime. No, that’s not the case!!! We then went to find lunch but since it was only 11:30am and the pizza, pas restaurant opened at noon, we went to the cafe area for a latte and to wait the 30 minutes. We then stood in line for the restaurant and they said you can’t eat here because you aren’t staying here. We explained we came for the membership tour and we were told we could enjoy the rest of our day etc. they said you must go to the front desk and get at “day pass”. We again wait in line and are the. Escorted to the member area. The lady there tells us you must pay for a day pass. No dollar amount is mentioned. We explain again what we were told, voices are raising because we have now wasted 5 hours of our vacation and what we have been told is absolutely not true. They escort us to another more private area and after an additional 30 minutes the representative finally gets a hold of Jose and he tells us after a long argument that WE MISUNDERSTOOD!!! Yet again PALACE is always right and they twist their words or insinuate an enjoyable time but don’t care about anything other than you signing another contract for more money!!!! Update: we get back to Sun Palace and they tell us we could have used our resort credit and paid for the day pass. The taxes would have been $15 (each we think but we didn’t even care to get this clarifies)!!! No one at Le Grand during the argument has even offered using resort credits, mentioned the price for the day pass etc. we were just pretty much told “no”. Bottom line, so happy we didn’t upgrade and once again for maybe $30 a very bad taste was left for the entire experience!!! Let us just say to Palace, here is your missed opportunities for clarification: 1: at the original meeting invite at Sun Palace, we could have paid the $30 (assuming that’s indeed what it is)... 2: when we arrived at Le Grand for the meeting, we could have been offered the opportunity to stay the day (instead we assumed we were staying and Jose Fuentes invited us to enjoy all the facilities at Le Grand. He could clearly see we had but one band - the one from Sun Palace - nothing additional. 3: when we left the meeting and we were asked what our plans were for the day and “why didn’t we upgrade” by another manager (Fernando) and we were honest. He could have said, wait, I don’t see a “day pass band” and ... but no So 3 missed opportunities to clarify, yet is was all ?? % a misunderstanding!!! Guess who Palace points to for the “misunderstanding”... yep - the same “VIP”, “Valuable members” “special guests”... that we were through the previous tour and sales presentation... now we are just welcomed to leave!!!

    Excellent place to stay...ñ

    Reviewed by pamwinfreykc(Kansas City, Missouri) on Oct 15, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    A BIG SHOUT OUT TO THE EMPLOYEES.... Favorites are: Betty....She made up our room everyday with a smile and perfection for 4 messy woman. Edgar and Alex at front desk. ...gave us great advise. Sandra....pool activities. Made our afternoons so much fun. Felipe ....Mexican restaurant. Served us with smiles and kindness . OUR STORY: 4 wild and fun women ...all close in age. 66-71. Cute and very spontaneous. The 4cof us have traveled together for over 22 years. SUN PALACE IS ONE OF OUR FAVORITES. we have booked it again for 2021 in May. The7 day stay was fun,exciting and great service. Food was good but needs improvement in THE Thai. Food and service. Loved the gorgeous Bar...watched our Kansas City CHIEFS play in Spanish..just drank through it. Can’t wait until next MAY.

    Individual ratings:

    Service

    Service-5

    Value

    Value-5