Generally a great place to visit great location. We were very disappointed by some extremmely arrogant servers in bar area. Common areas have deterriorated and not kept clean.

If you want to get royally screwed out of your money. Stay at this resort and and buy a time share. They are the biggest thieves in Cancun. They promise you the moon and find a way to FU any way they can. They don't even follow Mexican Laws.

i have been a member since 2002.this year the room was left unmade twice, bar unfilled twice, room theft once, no show room service once,note to manager taken by front desk once. the people in charge("Santiago") do not care about service, the bar and front desk do not want to work and even feign not understanding any English to not have to serve the guest . I have been to this resort six times since i bought the timeshare. The resort is okay but i was never really liking the service. This last trip was the worst. I will NEVER go back. I recommend nobody stay at the sunset lagoon. It is a rip-off and a hole in the ground,with service to match .

We just recently returned from our trip. I booked through RCI.com, a 2 bedroom/2 bathroom. We were originally booked at the Sunset Royal, but were moved to the Lagoon, due to renovations beginning at the Royal. We still had access to Royal beach, but had to take a shuttle (either boat or bus) back and forth, which was hugely inconvenient and rarely on time.
Like the title of my review, the staff was amazing,except for the front desk, who I found to be quite useless in helping at all, except for Hector, who appeared to be relegated to the night shift. Hector was kind, helpful and friendly. He should be moved to days, replacing Alma or Carlos, who may be the rudest hotel staff I have ever encountered. I had some difficulties using my credit card at the resort, due to some sort of software that they use to run credit cards. My credit card worked fine everywhere else in Mexico, just at the resort did it not work. They were kind enough to let me call my credit card company for the low rate of $5 per minute to discuss what the problem was. After 15 minutes, it was determined it was their software. The hotel was kind enough to stick me with a $75 phone bill, which I found to be a bit outrageous, since the error was between the credit card company and the hotel.
I got to pay that bill on the last day and my luggage was held hostage until I agreed to pay the charge. And guess what? My credit card wouldn't work--again. However, they refused to let me use the phone at the front desk, since they wouldn't be able to charge me the $5 a minute, since I was leaving. Again, Alma was rude, not helpful and just generally a jerk.
Now, to the good stuff. The food at the buffet was fair. The breakfast was good, lunch and dinners there were okay. It is buffet style food, so you can understand what to expect. The American food cafe behind the pool was quite good. Room service food was excellent--club sandwich amazing. In fact, we spent most evenings eating the room service. We did have two nights at the Italian/Lobster restaurant. The food there was unbelievable. Benjamin was amazing!
Alfredo and Jenny at the bar were amazing and personable!
The room that we originally booked was a 2b/2ba, but we were actually placed in a larger room, a 3b/3ba.
The resort was beautiful. We were on the all-inclusive, which was a pretty good deal for what we got.