Sun Palace Couples Only - All Inclusive

This was the WORST hotel treatment I ever received in my entire life!I travel at least twice to Cancun and stay at different 4 star hotels. This is the first time I tried the Palace Resorts hotel because of the great reviews (perhaps falsified). To say the least, this was a HUGE disappointment and a WASTE of money and time. My wife and I booked 3 nights (Dec29-Jan1) and paid 445ddl/nt for a deluxe room with jacuzzi. We arrived at a very cheap looking reception area with a decor worse than a cheap motel. We were rudely given a room by [...] who barely cracked a smile or acknowledged our presence. He gave us the key to Room#134. Room #134 turned out to be a tiny room facing the noisy road. I asked where the jacuzzi was and I was told it's outside the patio (where the noisy road is and where people can see you naked)!I said there must be some mistake! "No, that's what you booked and paid for!" snottily replied the reception guy [...]. I asked to be upgraded to the OceanView room. No problem, just pay an extra 336 dollars! By that time I was so tired and frustrated I just paid for it without much protest. Later my wife and I went to the 'only' restaurant open because they consolidated the 4 restaurants to one single place (perhaps to save money). The food, by the way, was NOT GOOD. Later, I asked how much occupancy there was and I was told less than 50%!! WHY ARE WE BEING STUCK WITH A TINY, ROADSIDE ROOM WHEN THERE WAS ONLY 50% OCCUPANCY?!!Long story short, we transfered to Cancun Palace 2 hours later. We called the PublicRelations the next day who was dismissive of our plight/disappointment. She said that "she was aware of our complaint and that she'll bring it up to accounting!".Two nights later, we met "two" other couples who were offered room #134 upon check in and HAD TO PAY EXTRA to get an upgrade to get the room advertised on this website. The reception told me that "the hotel DOES NOT GUARANTEE to assign the room paid for on the internet if it's not available---but there was only 50% occupancy that day! What kind of business practice is that?!!DO NOT STAY AT THIS HOTEL! BAD TREATMENT OF GUESTS. THEY DO NOT TRY TO MAKE YOU FEEL AT HOME. FOOD IS NOT GOOD. POOL IS TINY. RECEPTION IS COLD AND DISMISSIVE. THEY JUST WANT TO TAKE YOUR MONEY!

I stayed at Sun Palace the 3rd week of March 2010. The staff 'seems friendly' but the customer service offered is one of the worst I have ever seen, and I have been to many 5-star hotels. Previously I stayed at 'Riu Palace (Las Americas)' in Cancun, and 'Sun Palace' looks&feels very cheap compared to Riu Palace, the food selection being very limited as well. As far as the checkout, I went downstairs 10min prior the scheduled transportation pickup time. The front desk person [...] took almost 15min to do the checkout (she just had to receive the keys and towel cards - completely inadmissible - thus my transportation left and I had to wait 30 min more for next one (I did catch my flight).If you are looking for an average hotel with very expensive prices this is it. But if you are looking for a nice 5-star hotel, there are better options out there.

We were constantly bumbarded starting at the airport and hotel to buy timeshare that we never felt like we were on vacation. Kaveen (cust svc) negotiated tours/svcs which we never got. When asked, another customer svc said we had to pay $89, then the manager said, it's free; but later came and said $20. Diff prices for same tours/services. Hotel didn't have that "special something!"

paid extra for concierge room. nothing worth extra money. food ok. lobster and steak dinner not great. wife hurt arm, dr came to room did good job. got prescription brought to hotel appreciated that. girl in charge of kareoke very good. violinist in italian restaurant very entertaining

Not so good. It took an hour and a half to check in, because the room wasn't ready and they kept trying to sell us things. Throughout our stay, we had to constantly either sign things or be asked our room number and our names. The room had a huge Jacuzzi in the middle of the room (strange), which was hard to navigate around. We won't be back.

I have stayed in palace resorts many times before and this time around I noticed the quality of food, alcahol has gone down drastically, they seem to care about their Diamond members. I wish I could have my money back.

something

We've stayed at the hotel right after the hurricane repairs....and it was simply outstanding. Since then the place hasn't been taken care of....tile cracked, things need painting, etc. The majority of service was outstanding, except for the male social directors who were rude and in some cases harrassing the customers........especially during pool volleyball games. Check your cameras! Won't stay here next time. In addition, my wife and I can not take another stay where we are literally stalked by the reception area time share folks.

After staying at the Aventura Spa Palace Resort in 2007 we were hopeful this resort would have the same benefits while offering a closer location to the airport. The website showed rooms with indoor double jacuzzi tubs and described 5 onsite restaurants. The room they gave us had an outdoor tub (not appealing in January) and a room facing the interstate, hence it was extremely noisy. The hotel was at a very low occupancy although it took us about an hour to have management agree to give us an interior room away from the noise. Their is only two restaurants on site. One offers 3 menus. By the end of the first day we had seen and done everything. We checked out w/in 24 hours. All in all it was a huge waste of money. I wish we had returned to the Aventura Spa Palace and endured the long shuttle from the airport.

Staff and service were exceptional. Room was small as had apparently been remodeled to include large jacuzzi which was great but left little room for other furniture and there were no comfortable chairs or table for either using laptop or eating so included room service meals were not a great option. Restaurant choices were limited and food was not up to our expectations - too much emphasis on presentation and not enough on preparation and menus. Most unpleasant thing about Palace chain is the high pressure pitch to become a member at a significant investment.