TripAdvisor Traveler Rating

I was hating Mexico with every fibre of my being (humidity, poor water pressure, horrible bronchitis from the pollution of Mexico City, the country being allergic to vegetables - but Mexicans have always been lovely) when Enrique at check in saw how miserable I was, and kindly offered a free upgrade from a junior to executive suite! Honestly the stay here has been life changing: I was revived from the fruit, the gorgeous views, the hospitality of the whole team working, the fun buggy rides throughout the resort and the unlimited food and drink! Yes, it is expensive but worth the experience of being pampered and looking after yourself! So much to explore (many different pools and markets) or you can choose to relax in the comfort of your room. Bliss!

My family and I have stayed here 17 times over the last 18. Somehow it improves each year. The new taco truck is delicious, the spa remains world class, and most importantly, the staff remain the same year after year. This wonderful man, named Roberto Castro Rosas, has taken care of our family since before our youngest was born. He and many of his coworkers are part of why we return. There is something very special about this place.

The rooms were large, had a foul smell though. In my moms room, the ceiling was leaking in her bathroom, which staff did not fix, but rather left a gaping hole in the roof with towels thrown on the floor. They were busy, so I'm not sure if there was even another room to move her to. 50% of the staff were phenomenal, the other 50 were rude or unhelpful. Many hidden cost and false advertising. This is not really an all inclusive. Be very very careful of their machines that they scan your bracelet with, some staff will show you what you owe in pesos and some will show you what you owe in US dollars. We did not get anything that was an extra charge as the prices were way to high, and somehow we had a bill of over $800 USD upon checkout. Getting around the resort was dreadful, as they shuttle you around in carts, but again they were very busy so I do understand the wait times and that's ok. If you weren't at a pool by sunrise, you didn't have anywhere to sit, if you got up to use the bathroom, someone would steal your chair. The food was dreadful, outside of the Japanese restaurant (one of the only ones included in the all inclusive plan). For what we were charged, we definitely did not get what we expected. We have traveled all over, and it saddens me that I am writing such a negative review, as I have always been pretty easy to please. At $30,000 for the week, I would have expected much better service.

Sunset Beach is, quite simply, amazing. Yes, it is a *large* resort but you won’t mind if you’re able and active (and if you aren’t, the constant shuttles are easy, everywhere, and frequent). The grounds are stunning—so well kept. Food is delicious (especially Tazuna). And the service is exceptional. Big shout out to my amigos Felix and Roberto at the main pool. They made our visit so much more enjoyable, relaxing, memorable. Felix and Roberto are great! Highly, HIGHLY recommend this place!

The entire staff at Pool 17 are the absolute best in customer service. Specifically, Hector, Francisco, Josue, Jesus, Supervisor Eliot, Ismael, Geyner, Camarino, Elier, Rosalindo, Ignacio, Canuto, Rodolfo, Leonardo and Butlers Martin and Savier. I truly hope I have not forgotten anyone, they are all wonderful, so attentive, courteous and kind.