Sunset Fishermen Beach Resort — Hotel in Playa del Carmen

Such a disappointment, the resort was not to bad but the food was cold mostly one dinner was great, staff were very nice but my issue is with guest services. I booked for premier transportation to pick me us through sunset ans they were not there when I arrive at the airport. My plain arrived at 1 pm on time by the time I got of the air plan and got my bag I was walking out of the airport terminal 4 at 2pm. I looked everywhere for the guy they told me would be in a red shirt and holding a sign that said sunset premier transportation and he was not there. I can tell you there was not a ton of people out there so it was not hard to tell, however there was other tour operators there the sun quest and other name brands, they came up to me asking who I was looking for so I show them my sheet and tell them and they all told me the guy left like a 15 or so minutes before. So I waited about thirty more minute and decided to call they told me the guy waited a hour for me I was like how is that possible, my plan arrived at 1 and I cam out at two surely you make time for people to get out of the airport. The man from premier told me it would be another 1 hour and 45 min for the next shuttle so I could wait or take other transportation and be reimbursed once I got to the resort. I decided to take other transportation at the cost of 4000 paso's, not knowing the conversion yet I thought for a one hour drive maybe this was standard. When I arrived at the resort I spoke to guest services manager and was told he would look into it. The next day I met with him again and was told basically it was my fault there was a guy there they are there 24/ 7 and I went out the wrong door. Well, that's imporible, one door takes you to limo's and the other door where you just walk straight out takes you to shuttles or if you are being picked up by someone. There were other people telling me the guy left so he was there at some point. And clearly is not there 24/7 and to say so is just not true, in fact I have spoke to about three couple since being here and they have the same kind of problem, all say there was no one there when they cam out one said they called and the guy was there in five minutes and the other two were told the same as me and the the shuttle would not be back for 2 hours and they could wait so they took other transportation. Seems to me that this system is flawed and allot of people not telling the truth. I feel that if you set up shuttle they should stay there until you get out of the airport, that's the whole point is it not. The bottom line is sunset was not willing to anything about it and although I was told I would be reimbursed they latter told me I would not be and blamed me for the miss hap, say their guy was there 24/7.

So bewear travelers, bewear of promises and if you will be picked up or not by premier transportation or not.

Sunset, you need to learn that you never blame the guest or even insinuate them being wrong, a phone call to premier and them saying they are there does not mean they were, and clearly in Mexico everyone is not always telling the truth.

In my business at home we go beyond the guest expections if they are dissatisfied and our goal is to exceed what they expect in guest resolution situations. Customer service at the highest leave is emmenate and without it there is low expectation of a business success. Sunset is a big company but that does not mean that they should ignore a guests dissatisfaction.

I should say that outside this insadace the staff in other areas of the resort were friendly, the food as I said was mostly not warm for some reason.

I hope this review will be of help to anyone that happens to be coming to fishermen or traveling with premier transportation. FYI a ride from Cancun to playa should be around 35us

P.S. It's pretty clean there is a tone of fake reviews from...

If you're looking for a quieter, less crowded and friendly place to stay in Playacar, definitely check out Sunset Fishermen. Unpretentious and relaxing are compliments we can give this resort. It's not quite luxury, but they take good care of the grounds and facilities. It's small enough to get to know the staff and make new friends. The studio room (201B) was basic but comfortable enough. Nice corner unit with a small but usable balcony, two views of the beach and sea. Quiet location away from the pool, which was perfect for us. Bed was OK, pillows were huge but not as hard as some have complained about. Nothing fancy or too new, but seemed well-maintained and very clean. Requests and questions were handled with politeness by all staff. ||||Breakfast buffet was well stocked and fresh each day and custom omelets were well made. We did not book all-inclusive, but ate dinner at the main restaurant half the time as it was really convenient. Themed dinners were a nice effort to maintain variety, mostly OK too. The quality of the cocktails at the pool bar depended on who was making them. Lunch place was more successful as it was more basic. Prices aren't the lowest but you're paying for convenience. The closest restaurants are either at the big resorts to the south or a 15+ minute walk into town. We walked 30 minutes to Walmart to stock up the first day and took a taxi back (250 pesos). I wish they had a shuttle to to security gate. But that would mean a lot fewer people eating at the resort.||||(Aside: Highly recommend trying Lara&Luca on the road adjacent to the airport. Excellent food for breakfast but also fantastic dinners. Easy 15 minute walk. Also its neighbor, Casa Sofia, had great Italian. Pesto lasagna was amazing.)||||Overall the place has a calm comfortable feel. Yes, they play music at the pool endlessly during the day but you can find places to lay out that are less loud. They have scheduled activities which were hit or miss, but enthusiastically run. The pool is kind of small, but seemed like a friend-inducing place to meet other people. The big "jacuzzi" was sometimes hot other times barely warm, and mostly used in the evening as the sun set. I wouldn't suggest this resort for active families with younger kids. It's more of a chill out and relax kind of place. The smaller scale invites that. All of the staff were friendly and remembered you after a day or so. ||||I would only go back in the winter when there's less likelihood of heavy sargassum. Not much effort to clean it up (which is costly). Walking through a 15' wide pile of drying sargassum to get in the sea is not fun. And once in the water, there's lots of it. Yes, you can go check out the small waves but if being able to swim or just frolic in the water is your goal, probably avoid it in the spring through fall. Unfortunately you never know when it will get bad but it's almost guaranteed for July. Weather was almost perfect, although very hot and humid inland. Breezes from the sea made it comfortable at the resort. It rained one day for about an hour and was muggy, still and mosquito-y for a while after that. but all other days, 90° was the usual high temp.||||We did not partake in the spa. In fact I never saw anyone using it. The exercise room was usually too humid to use. Since I do all the planning and tour arrangements beforehand, we did not use their in house concierge, but saw others doing so. They were friendly and not pushy about time share sales. This location is in a very residential area of Playacar, not in the "middle of Play del Carmen" as some advertising says. That could be a good thing or a not so good thing, depending on what you are looking for in a resort location. Solid 4...

We have stayed here several times before and enjoyed the experience.

This year (February 2025) is a different matter. The sunset fisherman resort was bought by a new managemtn group. I am not impressed by how this place is being managed. I would love to see them do better and bring it back to the resorts former glory. The issues I would like to see addressed are:

1 Hire more staff. The staff who are working at the resort are fantastic. They will go out of their way to make sure you're comfortable and all of your needs are taken care of. With that being said, there are not enough of them. They are constantly running around to take care of the guests. They look like they are having a hard time to keep up with the work.

2 Take better care of the rooms. Twice this week, the staff did not deliver water & soda to all three of our rooms. We had to talk to front desk twice to get the delivery done.

3 There is no room service, unlike other hotels in the program (Tres Rios).

4 Bring back the menu to the way it was. They downgraded the menu from a year ago. When we were here in 2024 they had a different cultural cuisine every night of the week. Now they repeat the seen multiple times during our stay. Variety is the spice of life.

5 Bring back the manicure and pedicure services to the spa. My girlfriend liked the manicure and pedicure services. She was very disappointed to see that they closed that service.

6 Better cross train the staff. When my girlfriend and I each wanted to do a bag of laundry, we bagged up our clothes and filled out the paperwork and left them on the bed for the maid.

When we got back from breakfast the room was cleaned but the bags of laundry and paperwork were left behind. We spoke to the front desk and we're told "the maid didn't know what to do with them".

7 There needs to be more stsff for the dinning area. One night this week we had to wait at our table for 20 minutes to get a menu, despite my girlfriend trying to get a waitresses attention rating her hand and saying "mam"

8 They need to pay better attention to the upkeep if the buildings. There are spots in the building where rust spots are coming through the paint, where there are cracks in the walls, where there is paint flaking off, where the weather stripping on the patio door is detached.

9 Their maintenance team needs to fix the air-conditioning. There are two tables (both seat six people) where there is an intermittent drip from the air conditioning.

If the management improves these issues I would consider...