Sunset Royal Beach — Hotel in Cancún

Absolutely abysmal. I don’t think I could say enough bad things about this place. Our first night the bedroom got to 81 degrees. On the 9th floor!!! No apology or acknowledgment about it until we complained and they said the ac went out in the whole building and wouldn’t be fixed until the afternoon. However immediately after that the air in our room was working again. They did call us first thing in the morning to ask them to come down to the lobby so they could sell us some excursions and crap, but no apology about the ac. The ac didn’t work the whole week and judging by other reviews and other people we spoke to it never does. They have fans going in the restaurants during dinner time (see pictures). The only time the ac in the halls and lobby is on us during the time sales people are giving tours. They are severely understaffed, yet have an abundance of sales people giving tours. The food service is so unbelievably slow, an hour and a half almost every day just for food. I want to be clear I don’t blame the staff, they were doing their best. But they have 2 waiters for a whole restaurant and all the food for room service and 2 restaurants coming out of the same kitchen. It’s impossible for so few people to keep up with the demand. Our food was always cold, usually incomplete and our drinks never refilled. There is one bar making the drinks for everyone. On top of that there is no carbonated drinks line, all of the soft drinks come out of unrefrigerated 2 liter bottles!!! As a result all our beverages were flat, watered down and lukewarm; how refreshing. Does anyone in your party have allergies? Because on top of the already bad tasteless food there are virtually no allergy accommodations even though they advertise being able to accommodate. We mentioned the allergies at check in (egg, dairy, wheat) and were told to mention them at the restaurants. Not only were we not asked until the last day of our trip about allergies but upon being told we were just told “okay” and nothing else. Asked and were told there is no gluten free bread, how does any place not have gluten free bread now a days? The ONLY that had allergens listed on their menu had them incorrect (see photos) they listed a soy allergen only on a menu item that specifically mentioned cheese. Suffice it to say we spent money for food we practically never ate and just went out everyday. The small plus was being walking distance to great restaurants that can accommodate food allergies!

The pool was always dirty. The photo is from the evening but it looked the same in the morning, the last day there we offered to clean the pool ourselves if they brought us out a pool skimmer. We were fishing out cigarette butts, cups, bandaids, styrofoam and clumps of hair on a daily basis. There was a nasty layer of oil and trash floating on the top of the pool by the stairs everyday. The beach showers were always flooded I don’t understand why they were never unclogged and how standing in that pool of grime would be helpful for anyone.

The coffee “sky lounge” on the 8th floor that is an exclusive “members only” perk. Was really just a coffee machine that truly never worked.

I could keep going on and on but I don’t have enough characters so I just want to say one more thing about Manuel, who had a meeting with my parents to address and ultimately dismiss all their complaints. You are so incredibly disrespectful, truly stunned you thought offering to make pizzas for children who have dairy and wheat allergies would be a suitable apology. As if our experience at this hotel would give us any confidence in your ability to get the right ingredients and not cross contaminate. On top of that saying you weren’t aware of the allergies until it was too late was a bold flat out lie. They were brought up at check in and were not noted, and your restaurant staff didn’t ask until the last day after this meeting. They also didn’t do anything about it or offer any reassurance about their ability to accommodate. An all around terrible experience. Don’t walk, run like hell...

Great spot for a quick getaway, but be wary of the timeshare aspects of the company.

My boyfriend and I received a voucher for a free 4 night stay at this property. The voucher only covered the room and we knew we would have to pay out of pocket for meals and drinks; they offered us an all inclusive meal plan for purchase, but quoted us just under $600 per person; we ended up spending half of that amount for both of us together eating and drinking as much as we wanted. When I was planning the trip, I called and asked them to provide menus for a la carte pricing, and they said they couldn't provide menus, so I've attached photos to my review so that people can have an idea of pricing in Mexican pesos for themselves. The pricing actually is really great if you're paying out of pocket!

With our voucher, we were only allowed one free airport transfer to the hotel; if we wanted a free transfer back to the airport at the end of our stay, we would have to sit through their "VIP breakfast" which is their timeshare sales pitch. We declined and paid the $19 per person to get a ride back to the airport.

When we got to the hotel, we were really impressed with how updated the interior is, and the rooms were really nice too! The beds are a little small, ours was a full size bed, not a queen or king. There was also a couch that looked like it could pull out into a bed. The room was really spacious, the bathroom was very nice and the shower had great water pressure! The resort has an incredible view of the ocean and has a private beach with chairs and thatched umbrellas along it. The nicer cabanas and comfier chairs are reserved for their members / timeshare holders, so you only are allowed to lay out on one half of the beach.

The rest of the facilities like the restaurants and bars were nice! Acuario was our favorite, and it had a rotating menu which was nice. The sky bar was really nice and you could get some coffee and a quick bite of some fruit or pastries for free up there.

Where things fell short for us was that they really try to push timeshare on you. They have some company operating within their lobby called SHARE; on our second day, their employees banged on our door at 7:30 am, ignoring the Do Not Disturb sign on the door. They banged so hard that my boyfriend and I both woke up from the furthest point of the room. We found a paper left at our door for a "gift coupon" if we went to the lobby to talk to them. We went back to sleep only to be called on our room's phone at 9 am to confirm we received the coupon and to come downstairs and talk to them. This was completely inappropriate given that people staying at these hotels are on vacation; there is no reason to be banging on people's door at 7:30 in the morning.

The other thing worth noting is that the rooms are all surrounding an Italian restaurant on the first floor that serves all meals. There is noise all throughout the day and night with glasses, silverware, and dishes clattering and breaking. You hear people talking all throughout the night, to the extent that we both woke up several times around 3 am and 6 am because of this noise from multiple floors up; I can't imagine how loud it must be on the first and second floors. While they can't redesign the building, and it's reasonable for people to make noise throughout the day, quiet hours should be reserved for the night.

One of the aspects of the resort that I'll absolutely applaud them on is the nightly entertainment; we watched the Mayan Show and the Michael Jackson Show and we were incredibly impressed both times. The production is more than I expected and the dancers are incredibly talented! The resort offers a lot of entertainment options throughout the day, including free food tastings (try the carnitas!), and it was nice to have some options to take part in throughout the day to break up time at the beach.

Overall, it was a mostly positive experience and we would consider staying here again, but maybe on a higher floor to cancel out some...

This was my first time to Cancun. I was concerned by some of the reviews after I had already purchased this thru Vacatoday (All inclusive) as it required us to sit thru a sales presentation. So here it goes. First the beach. It is an Amazing beach and it is Picture Perfect! Padded lounge chairs and chickee fixed umbrellas in the sand and servers bringing you the drinks! The only down side was the limited amount of spots. Guests put their towels down and go back and forth from the pool so it's hard to get a spot. Service @ the beach was great! Not sure why other reviewers claimed poor service?? The servers came by regularly and we always tipped in an effort to continue that great service. The pool is large and the pool patio is huge. The down side again is it has very few padded lounge chairs for guests. It has so much room to add more loungers?? So unless you get up at the crack of dawn and reserve your chairs with towels, good luck getting a spot by the pool! The pool patio bar service was great as well. Plenty of servers and they check on you often. It has a snack bar buffet with burgers, hot dogs and a taco bar. The hotel itself is older but our room was nice and clean with 2 full beds (not very big beds) flat screen TV, coffee maker, a small refrigerator stocked daily and a small microwave. We had a 2nd floor unit which was a bit noisy as others mentioned. We could here the music at night from the atrium restaurant thru our front door and our patio faced the nightly shows. But the noise did end by 10pm nightly. We did experience the lack of hot water twice as others had mentioned previously. The food was average to good and always great service. We ate at the inside restaurants buffets for lunch (plenty of options). The breakfast was great and they make fresh omelettes which was a bonus! We did enjoy a few great dinners if you make reservations in advance at one of their 2 restaurants. It was the best meal by far. There were at least 2 menu options (Lobster etc.) that were not included in the "All inclusive". We experienced no issues with the check in or with the front desk staff as others had mentioned. We found them helpful and willing to assist! All the staff was great! Transportation to and from the resort was flawless with their preferred transportation company. It was about a 25 minute ride each way and the airport was efficient. No need to arrive more than 2 hours prior. The sales presentation however the following day was exhausting so be forewarned. You will need a vacation afterwards! It started for us @ 8:15am with a meet up in the lobby and we were shuttled over promptly to the sister marina property for breakfast and we met our salesman. So by 9:15am we were all eating and hearing all about the membership benefits. I finally asked to use the restroom which took us to the lobby and then we were finally offered the opportunity to shuttle back to Sunset to preview the owners unit. We immediately wondered why they didn't put us up in those luxury ocean view unit if they wanted us to buy?? We finally made it to the sales room by 11:15am which by now we just wanted to start our vacation. We had not even felt the sand on our feet. It took 4 NO THANK YOU's with multi-able visits from the sales manager who always sweetened the deal before we finally begged for this to be over. We finally shook hands and it ended @12:45pm. But it's not over, then quality control wants to makes sure you were treated fairly and not harassed or pressured to buy before letting you go. Bam! Then one more time another buying opportunity! Overall this was a 4 star resort. The food & shows were 3.5 and 5+ for the beach. We had an amazing time and for the bargain price we paid it was so worth it. Our airfare was $300 PP from Orlando which was 3'times the 5 days | 4 nights @ the resort. Do the math! This was my 20th wedding anniversary and the staff even sent up a bottle of champagne and chocolate covered strawberries for us! I would...