Sunscape Sabor Cozumel Resort & Spa

3.0 star rating

Standard accommodation with basic facilities and limited services.

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    What to expect (based on 3460 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-3.5

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Poor Communication/Sneaky Marketing

    Reviewed by ReidReid22(Fort Worth, Texas) on Sep 16, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    My friend and I visited Sunscape Aug 24-28 for a relaxing Momcation. Free wifi is ONLY offered in the lobby for 60 min at a time, you can log in again every 60 min. Or a third party offers wifi @ $14.99/day or $40 for the week. My friend and I both paid the $40 but still lost service a few times a day- I know, its vacation, unplug! But you have to have wifi to read the menus that are only offered with QR codes! "Jr Suite w Ocean View Room"- Gorgeous view, right above the beach, we opened the sliding door every morning for the breeze and sounds of waves crashing on the rocks. Bed was hard as a rock, ended up sleeping on the couch which was only slightly less hard. Another guest told us she had to sleep on TOP of all her pillows because the mattress was so hard. AC barely worked, we ended up going to town to buy a fan just to be able to sleep. The bathroom- just look at the pictures, too gross to discuss. breakfast was only served at Portofino, I assume it was a buffet before Covid but now offers 6-7 hot options and a few cold. Pancakes, French toast, friend plantains, scrambled eggs, sausage links offered every day and 1-2 Mexican options that changed daily. Cold cuts and sliced chees preplated and sitting in the open usually with flies helping themselves. Fruit cups that tasted like they were out of can with no flavor and one kind of yogurt. Thats it. The last morning we were there we saw another guest being served something else and he told us you could ask for omelets to be special made. No waiter had ever asked if we wanted anything else, just "Drinks, ladies?" and walked away. Lunch offered 2 options- Frozen burger patties, hot dogs and other American grill things at Portofino (oddly not near the beach) and either the Grill or The Patio (only one was open per day). Eat early, the later it gets the more overwhelmed the kitchen staff gets, we went one day at 230 and waited over an hour and a half for food. Dinner- If you have picky eaters be prepared to go to both restaurants open that evening. Portofino for horrible Italian food (this is where to go if you have the palate of a 10 year old or you have children with you). Powdered cardboard pizzas with no flavors, bland overcooked pastas, "bolognaise" was one spoonful of marinara and one spoonful of alfredo (not kidding). You have to ask for seasoning, they are not served with meals. But the salads were delicious. The Grill offered one of my fav meals and one of the worst during our trip. The Special was a small piece of steak and small piece of pork on mashed potatoes. It was cooked well and delicious. The 2nd time we ate there I had Surf & Turf- a kabob with one shrimp, veggies and small pieces of steak. I've never seen steak that tint of green before so that meal didn't get eaten. The Patio offered traditional type Mexican food. The guac and chips were delicious and we asked for it every time we ate but could only get it there on the nights they were open. (Sometimes they served the Grill's menu in the Patio restaurant but you couldn't get menu items from The Patio restaurant.) I don't know how you can mess up fajitas but the meat tasted like it had been cooked the day before. Overall I think they just use really cheap ingredients across the board with no flavors or seasoning. Portofino is the only one of the 3 that has a small air conditioned area. You could sit inside only if there were no reservations already, which we didn't know were an option even though we asked when we checked in and were told all meals were first come first served. All other meals are served in open air settings- so we had all our meals waving away flies. Room Service- nothing to discuss, this resort does not offer room service. I was ill one day and my friend asked for someone to make me some toast. When she asked for anything else she was told food couldn't be made "to go" and she couldn't take food from the table even when she told them I was ill and in the room. **If it seems like I've put a lot of emphasis on the food it's because this was our Momcation- the time we get to get away from cooking dinner for everyone and have other people prepare delicious food for us, all inclusive to me means yummy food with lots of options the WHOLE time you are there! I was very disappointed! Two pools- no swim up bar, good service at main pool, no service at second tiny pool. Main pool looked diff than pictures online. Large kids play structure with slides into the pool that wasn't in pictures online. Half pool used for kids club during the day. Water aerobics and pool volleyball at other times throughout the day. Beach- resort close to the water, you don't have to walk far to get to the ocean. LOTS of chairs with shade everywhere. A few hammocks hanging over the water which were really cool. Rocks are really bad. We got a map at check in that suggested we do not swim in front of the resort but instead walk down past the next resort (Secrets) to a more safe swim area. We braved the rocks and it was nice once you got past them. You have to go out about 30yards to get past your waist (I'm 5'2 so if you are taller than that pretend I said past your knees!) Several people were snorkeling and said they saw beautiful thinkgs like angel fish, small rays, starfish and sunfish. Bar/Drinks- Only two bars are open. The one nearest the beach by the main poo and it doesn't open until 10 and the one at Portofino's restaurant. Main Lobby Bar, second beach bar, dance bar next to Portofino's and I think another somewhere all closed. The beach bar doesn't open until 10 so if you go to the pool early you can't even get bottled water until 10am. Don't expect Premium liquor. I asked for a Vodka Soda and wathced him reach under the bar and pour out of the plastic bottle of Smirnoff. There was no seating at the beach bar except for these cute swings. Unfortunately many of them were tied up so high the seemed more for if you were lifting a small child way up high to sit on it. My husband is 6'4 and I don't think he'd have been able to sit up on them. The bartenders are not friendly or even try to chat with you. I think there must have been some staffing issues during Covid, several people seemed unsure of what was happeneing where or when. There were a lot of language barriers but my friend speaks Spanish so she was able to ask questions and get a few more answers than I was. The rest- the kids club staff were working hard and we saw kids laughing splashing and having what looked to be a great time. The pool/entertainment staff were working hard to get folks to join in anything. We did water aerobics a few days and volleyball in the afternoons. There was nightly entertainment- the same shows several times in a week. There seemed to be a lot of locals staying at the resort more as a hotel for a few days here and there. There was construction going constantly. But the resort is at 1/3 capacity and the rooms REALLY need updating so this is the best time to do it. We were there during a double hurricane in the Gulf of Mexico and we know what the weather is this time of year so it rained a little every day and the water was pretty dark most days. The resort is NOT handicap friendly. There are ramps in a couple of places but everything is very slippery. My friend fell once and an elderly woman was having to have folks hold her on both sides so she wouldn't slip everywhere she went. There is a VERY strong sulfur smell in the middle of the resort. I can't imagine having a room in that area! We had to breathe out of our mouths as we walked through that area every time! There were free water sports offered if you wanted to do that- kayaks and I think paddleboards. There are no designated smoking areas and we saw some people getting upset when people were smoking at the pool. Covid Precautions- temp taken upon arrival, sanitizer stations everywhere, all staff wearing masks at all times. No guests were asked to wear masks anywhere that I saw even though many were when in closer areas. Since all restauraunts are open air most were not wearing them. My biggest issue- we found out the afternoon before we left that the resort next door is actually the adults only side of Sunscape. Guests there check in and use the same lobby but have access to 3 additional restaurants, a Starbucks style coffee bar and several more stores with more shopping options than the ones in the parking lot we visited. They have 2 more pools, one with a swim up bar and a lazy river like pool too. They also have tennis courts and a basketball court. The fun fact is Secrets guests have access to all of Sunscape but Sunscape guests do not have access to any of Secrets. As we checked in with no children and told them we wanted a quiet relaxing Momcation we would have upgraded to the adults only side if we had known it existed. You have to go down inbetween building and would never know it is there if someone didn't tell you. We asked if we could just get a coffe and were told "Es no Possible."

    Individual ratings:

    Rooms

    Rooms-1

    Service

    Service-2

    Not so good

    Reviewed by Wcdavis1969() on Sep 15, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Timeshare plan an simple that was no better than staying at a motel6. Food was terrible and it was the same menu night after night.There was no room service. You got three crappy meals. There was nothing eat between meals. The best things was the beach and the booze. I would never go back if they paid me to stay there. Worse thing of all was them wasting our vacation time with trying to get us to buy in to the timeshare. They would not take NO for answer. Could not wait to leave. On the good side workers that did dont have anything to do with saling were great like Bryan and David the activity directors.

    Family Vacation 2020

    Reviewed by Olispk23() on Sep 11, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Thank you Sunscape Sabor Cozumel; our stay was ‘one for the books!’ We had an amazing time!! The hotel location was perfect for us. The beach was literally right in front of our hotel. My girls enjoyed the pools and the beach (calm and turquoise). The food was Delicious; can’t go wrong with the mole poblano and enchiladas de mole; my favorite plates! A special Thanks to all the personnel: Antonio the bell boy, Alejandro (from the VIP services), Johnni, Bryan, Guavni (entertainment team), Isa (our housekeeper room 3631), the restaurant personnel; for always making us feel like family. Thank you to the entire hotel staff for being very attentive which made us feel super special. We will definitely be returning back soon and will recommend you to our family and friends. **BIG PLUS: The hotel lived up to the pandemic regulations, they made sure to follow all measurements to ensure we felt safe (which we did). Thank you for making our safety your priority!

    Good location, great view but promotional guy is annoying

    Reviewed by FellowTraveler70118() on Sep 10, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I really like the ocean front room with great view. Staffs are friendly. I would say entertainment team has lots of activities and make fun, very impressive team and all are nice and cooperative. Pool is great. There are 3 restaurants and food is great but not many options. I am happy with it. The only thing I am not happy is the promotional staffs who are trying to sell vacation plans, they are a bit annoying and I should say no from the beginning but I really don't know what they are selling. Somebody called my room and asking to come for lunch and said that they had special gift for you. When I came down to the lobby, they basically set you up with promotional people and wasted your time for 2-3 hours. They should have let us know up front what their intention is. We are from NY and so we like honest and straight forward approach. They should sell different ways. other complaint Check in is so long and it took 30-45 minutes in my case

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Rooms

    Rooms-4

    Service

    Service-4

    Vacation 2020

    Reviewed by Lvalencia1() on Sep 06, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Let me start by saying we had an amazing time. The personnel at this resort really makes you feel extra special from the time to you arrive to when you leave. Rooms were clean, sanitized, and follow regulations with the pandemic we are living. Restaurants were delicious, never a disappointment. Pools were clean and so was the bar areas. Entertainment team was beyond amazing, really made everything possible to satisfy your stay here. Shout out to the entertainment team! They have so many activities available for their guest: snorkel, kayak, paddle board and etc. We are very thankful with the whole personnel, they are doing an exceptional job! We would definitely be staying here again, I definitely recommend!