Sunscape Cancun Resort & Spa — Hotel in Cancún

I am really disappointed about this experience. I've been planning this before COVID, and my original plan was for a couple's trip, but now it was for family's vacations. I really expected more from this place, maybe not as much as one could expect from Xcaret (for example), but I booked the beach front room, looking to have a bettwr experience. Even so, there were several things I didn't like about this place. The place website says this is an "all-inclusive" hotel, but this is more like an "almost-all-inclusive." There are literally different menus of what is not included with the "all-inclusive" package. Even though I had a "premium" room, which according to them made me a "VIP guest", the only 3 extra benefits had were a dedicated "check-in" room, a dedicated beach lounger (just one, couldn't choose), and access to the 6th floor lounge with premium drinks, but since I was with kids this place was not for me; actually it seemed kind of boring, it didn't even have a terrace with sea view. Despite the fact temployees were really helpful and kind, it looks like they are working under poor management leadership. The best example I have from this is when they sent me to a different room due to climatic conditions, they told me to leave most of my stuff on my original room, just taking the important things. The next day,I had to ask about my old room, and by 11 am,they still didn't know. By 4 pm,they found my wife at the new room while trying to sleep the baby on her nap time, and told her to move to the other room. Once we moved again, I asked for a fridge refill, and they start asking me about my reservation info. Even at the restaurants later that evening,they were saying that room was empty. They kept saying that on different phone calls to the room until by 8-9 pm, time that I was ready to disconnect the phone. We really enjoyed the food notwithstanding, I really expected something more "Mexican". Being a mexican leaving abroad, coming back for a couple of weeks on vacations in order to taste real mexican food really had me excited, but I couldn't find anything really special on the menus from all 3 mexican restaurants they have, nothing you couldn't find at a 'Chipotle'. However, from these 'Casa de Rosa' was the best. I've had bad experience with mold in the past and I developed a good nose for it. Since I arrived to the room I could smell moisture and mold. First I thought that it was because the room was just next to the beach, but the other room on the 5th floor smelled like that too. Also, the bathrooms and the candy shop smelled like this too. Also, I heard other guests saying something about the smell. My older daughter couldn't stop coughing while she was in the rooms. Later, I start seeing several water leaks all around the facilities, finally understanding the reason of that smell and confirming that the place must be full of mold. Going back to the poor management point. We had the bad luck of being at Cancun during Helena storm (not hurricane). It basically f**d half of Tuesday, all Wednesday and half Thursday. I know hotels can't control the weather but they can control what happens during bad weather. First on Tuesday, employees were saying pool was closed, but then a couple of hours later a lot of people were already in it, also, they closed the beach and opened it late Thursday, and this was the most annoying part, since this is the reason to have a room at the beach in Cancun, plus the reason they didn't let us use the beach is unknow since the hotels next to use had their guests in the water earlier in the morning. Additional, I would say not only me but all the guests waste 1 day bored to death on Wednesday. They basically locked us in the lobby, just letting us go to Ventanas restaurant, the bathrooms and our rooms, and there was no alcohol until after 3 pm that day, and the activities they planned were ridiculous. They started opening the lobby by 10 am on Thursday. I would really recommend not spending your time/money in Cancun (or at least at this hotel) from...

We have daughters age 3 and 10….they absolutely wouldn’t have slept if we were all in one room together so we booked a one bedroom master suite (room 2744). The main bedroom had a king bed and a door to separate it from the ‘living area’. In the living area there was a sofa bed and bunk beds with an additional pull out trundle (so technically could sleep 4-5 people in that area). The bathroom has two doors so you can enter from either the living area or the main bedroom (ie you would lock both doors if you want privacy in there!). The main bedroom had decent AC but the living area remained at approximately 22/23°c…not ideal but we didn’t feel it was worth switching rooms for. Mini bar with bottled water, soda and beer, and regularly restocked. The resort caters exceptionally well for young families, including ramps everywhere to allow easy access for those with strollers/prams/wheelchairs. The kids club (4 years+) is fantastic with activities from bracelet/keychain making to cake fights and cookie decorating. They also have interactive touch screen tables in the kids club (which is a small building with good AC), as well as an indoor slide and its own water play zone and little kiddie go karts in a contained area outside. The staff at the kids club were all lovely and spoke excellent English. If you book all inclusive you can go to the onsite ‘candy store’ where you can pull your own ice creams from the machine and help yourselves to daily donuts, large pretzels, fresh popcorn as well as candy like M&Ms, chocolate coated marshmallows and gum drops. The ice cream is more ice than cream but still nice enough - the choices are chocolate, vanilla or a choc/vanilla mix. The more ‘indulgent’ scooped ice cream from the freezer is at extra cost. There are three pools - the main pool (which is also great for kids due to a raised circular area and a wide underwater ledge that runs around the whole pool). This is fairly peaceful until around 10:30 when games are rolled out like dance contests/push up contests/volleyball games. The second pool is the clover pool which is smaller and mainly where you’ll find families with young kids because it’s directly next to the third pool, ‘the pirate ship’ pool - perfect for young kids it has four fairly tame slides and is very shallow (mid calf depth). Beside the pirate ship is the castle which is for the older kids and has bigger slides (we didn’t try that one out!). We took inflatables in all pools with no trouble. Fresh towels available at the poolside every day, never a shortage. We stuck to Ventanas for food because it was buffet style which suited my fussy eaters. Breakfast started at 7am with a great selection of hot/cold items. Lunch was 12-5pm, and the dinner buffet opened at 6pm. The food was average/good, and the staff were extremely attentive and polite. As we booked a suite we also had access to the VIP lounge on the 6th floor which had a small bar, a selection of breads/meats/fruit/baked goods, great AC, pool table and comfortable chairs/sofas. Never more than a couple of people there when we went for a chill out. Behind the main pool area is the beach with a ramp/steps that literally connect the beach and resort - it’s that close. The sand felt like walking on flour. You can take the pool towels down to the beach, and hire a cabana if you want for around 100 USD for the day. Only other point to mention is once you check in, someone will be waiting to show you out of the check in area and point you in the direction of your room. In our experience that person will tell you about all the facilities and then say we can offer you two complimentary massages and a free cabana for the day - the catch is you will need to sit through a 90 min spiel where I think they try to sell you a timeshare or something. We declined that 90 mins chat - not worth the freebies! In summary: great for families with kids, great for accessibility, good sized/clean accommodation with daily housekeeping, average food, great beach, wonderful staff...

I have mixed feelings about our stay at Wyndham Alltra. While the service was outstanding, many other aspects were lacking. Unlike most all-inclusives, there are no included beach activities. Jet skis, parasailing, boogie boards, snorkeling equipment are all available for a fee. I did not see any kayaks or hobie cats. At check-in we were pulled aside from the normal check-in line and taken into a "Loyalty" room in a hallway behind check-in. We were checked in and told we would receive "something special" in our room since it was our honeymoon. We never received anything special, so I'm not sure what that was about. We were then handed off to a young man in a navy blue polo and were told he would tell us about the restaurants. While he did tell us about the restaurants on the property, he then started a sales pitch for timeshares and offered a $200 coupon if we went to a timeshare meeting the next morning. It was 4pm and we'd been awake and traveling since 5am and all we wanted to do was get to the room and rest, so this put an immediate damper on our vacation. Turns out there are several timeshare folks in navy blue polos roaming the lobby to bother you about timeshares.

We stayed in a Beachfront Walkout room, number 2733. The room itself was decent. It was supposed to be 2 double beds but turned out to be 1 king and 1 double, which was nice. The room was clean, though a bit run down. Anytime our neighbors used the restroom, we heard a loud squealing noise from the plumbing. The water in the shower jumped between hot and cold which was not great. Our porch light did not work. To get to and from the main hotel area, there were 4 flights of stairs. I have bone and joint issues in my back and knees, so this was a real inconvenience. You can also get to the main hotel from these rooms by walking along the beach but if you're dressed up for dinner, that's not ideal. If I had known about the stairs, I would've booked a different room type. The worst thing: on the last night of our stay it rained briefly, but heavily, while we were at dinner. When we got back to the room, it was flooded. We had the porch door closed and locked, so it had to have leaked in under the door. Our suitcase, some clothes, and one of our backpacks were on the floor. Thankfully the suitcase was hard-sided and only got wet on the outside and just a little bit on the inside. But everything in my backpack was soaked, included the new book I was reading. It was nearly 11pm when we discovered this so we didn't have many options. We did call the front desk and housekeeping staff arrived quickly to clean. They were gracious and kind about the whole ordeal. They gave us some trash bag to pack our wet items. Upon check-out the next morning, we were offered points to make up for it, but we declined. Points don't really have value for us since we don't travel often for pleasure (it's mostly for work). What I'd really like instead is a partial refund, but I haven't contacted Wyndham yet to ask.

The Beachfront Walkout comes with a private cabana. Supposedly, that includes a cooler of beverages. The first two days we were there, we didn't get any service at the cabana when we were sitting in it. Finally, on the third day, an attendant did show up but never provided a cooler of drinks, just brought drinks individually. We had some trouble adjusting the cabana shades and the attendant said she needed a special tool to adjust them and would be back with it. She never returned. Other cabana shades were apparently adjustable but ours were screwed into place. There were also dirty towels on our cabana when we arrived the first day.

Food 2/5: This is probably a controversial category. We come from a place that's known for great food, so just about anywhere we travel seems mediocre in comparison. The food overall was very bland and portions were small.

Beach 5/5: the beach is gorgeous. Be prepared for LOTS of vendors hawking everything from hair braiding to jewelry though. Just say no and...