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“Below expectations”

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Sunset Royal Beach Resort
Ranked #50 of 175 Hotels in Cancun
Certificate of Excellence
Ellicott City
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Below expectations”
Reviewed 10 April 2012

Spent 4 days at Royal Sunset April 4-8, 2012. The place is really small and there's nothing to do during the day except a small pool. The floor in our room was rather dirty and full of sand. The buffets are very small and primitive. Restaurant food was OK but not great.

Evening shows were good, but not spectacular, and only on weekdays. There was no kid's club, even though it's advertised. I saw in some review that there's one massage included in the package, but they only offered a $30 credit towards the spa use, and cheapest service at the spa was $55. We also wanted to try kayak rental, supposedly included in the package. Turned out it's only available at the sister resort (Sunset Lagoon), but was closed anyway because of rough water conditions.

On the second day my daughter got food poisoning, not clear from what source, but she did not consume anything other than resort's restaurant food and bottled water. She vomited all night, and we had to take a taxi to a local pharmacy just one block away, where there was a free doctor available for consultation.

The high point of our stay was taking a ferry to Isla Mujeres - the sister resort, Sunset Lagoon, is less than 10 minutes walk from Playa Tortugas, where the ferries leave. Unfortunately both the ferries, and the shuttles between Royal and Lagoon each only go once an hour, so this trip involved a lot of waiting. Besides, there is essentially no food available at the resorts between 4, when lunch ends, and 6, when dinner starts.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank ilyadond
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Sunset Royal Beach Resort, responded to this review, 13 April 2012
Dear Guest, Thank you for taking the time to write your review. All Customer comments are greatly appreciated. We regret hearing Royal Sunset did not fulfill your expectations. All of your comments have been taken into consideration and have been reviewed to take advantage of the opportunity for improvement. We hope you consider giving Royal Sunset a second chance during your next visit to Cancun.
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Rating summary
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Traveller tips help you choose the right room.   Room tips (580)
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English first
Gunnison, Colorado
Level 3 Contributor
13 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 7 April 2012

It was our second return to Royal Sunset, this time we stayed for two weeks.Our room was
located on the 9th.floor with balcony and view on the sea.The room was specious ,room service
was great.They have two restaurants - one is a buffet and other regular ordering from the menu.
The buffet section have variety of items starting with eggs,bacon (you have to ask for ) warm
meat's and than you move to cold section which have almost everything. If someone is complaining about that set-up than they should not pick the all inclusive plan. The regular restaurant you have to make a reservation ahead of time but their menu is also great starting
with breakfast items and going thru the lunch and dinner.In both restaurants the service is also
great. While dinning in the menu restaurant be sure to have Mayan coffee. Wonderful show
to finish your dinning experience. The beach is one of the best in Cancun. They serve light
lunch items and drinks that could be picked up by yourself or you could ask one of the servers
to bring whatever you want to your spot on the beach. Recommend to stop by the spa and use
their services. It's a large hotel and lot's of people from around the globe, they are busy, so on
occasion someone could forget some request but it's normal and it happen even in five stars
hotels.Hotel personnel starting at the lobby and finishing on the beach servers are very
friendly, eager to help.One must understand that this is time share hotel and the low prices for
lodging and food compensate for the sales pitch to buy time share.You also could rent the car right in the hotel with low rates. I would recommend this hotel to anyone!

Room Tip: Any room above 7th floor with balcony and view of the sea.
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  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Edward N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Sunset Royal Beach Resort, responded to this review, 13 April 2012
Dear Guest, thank you for your wonderful review. We are very pleased to hear you enjoyed your extended vacation. We have passed all of your comments along to our staff. We are looking forward to having you as a future guest of Royal Sunset during 2012 when we will be celebrating the ¨Mayan Renewal Year¨.
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Patchogue, New York
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 5 April 2012

We stayed in the Royal Sunset in Cancun from Feb 18-Feb 25. This was without a doubt one of the worst timeshares we have experienced. Day one- the room on 7th floor was poor. The doors that separated our studio and the next room locked from the other side. In other words, the people in the next room were able to enter our room (as did their 3 year old daughter). AWKWARDE! The staff fixed this by adhering a piece of plastic 1 1/2:” x2” across the two doors on our side. What security. The air conditioners did not work very well. It was at least 75 degrees at all times. In the Restaurant on the first night, the chef behind the hot dishes stuck his finger in one of the dishes to see how hot it was. Yes there was food in the dish that they were serving. A second staff member started to rearrange all the rolls with his bare hands. Very appetizing. The Patio Food was poor also. In the morning, we had breakfast. They do cook omelettes and the fruit is good. They have sausages. I like another person’s review that said they did not know what the sausages were. A mystery meat that was terrible. The food was so bad that we went out for dinner 6 of the 7 nights there. Yes it was free, but we chose to spend money on taxis & restaurants instead of eating the junk they served.

If you have to go on a timeshare presentation, be prepared to spend 90 minutes to several hours. We went to the Lagoon Resort, a sister resort w/Marina, and met some owners who were so upset at the air-conditioning and food. They were more upset at themselves for buying into this mess. If you want to get chairs on the beach or poolside, you’d better expect to be down there by 6am to reserve a spot. Overall, the beach is beautiful and the waiters were excellent once you tip them. Ask for your liquor on the side when you order drinks, otherwise do not expect any alcohol. The quesodias were acceptable for lunch and the beach people will bring them to you. We were lucky and met another couple with whom we befriended. They thought the same as we did and went to dinner offsite also. Overall the best thing about this place is the beach; otherwise they should tear it down and start new. We travel often and are regular people who expect quality. If you are the same, STAY AWAY! Go somewhere else!

Room Tip: Go somewhere else
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  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank bill c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Sunset Royal Beach Resort, responded to this review, 13 April 2012
Thank you for taking the time to write your review. We are pleased to hear you did enjoy our privileged beach location. Since your stay in February we have taken action to improve our meals and beverages with the implementation of a new and experienced executive chef. Since then our customer comments regarding food have improved noticeably, never the less the cleanliness and hygienic procedures regarding the food preparation and presentation have always been of the highest quality, this is monitored though thorough internal and external audits. We will however take all of your comments into consideration and sincerely appreciate them.
We hope you will give us a second opportunity and stay at our resort during your next vacation to the Mexican Caribbean.
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1 review
Reviewed 4 April 2012

I've stayed at this resort for two years now. I wouldn't stay anywhere else. Location is great, service is impeccable, food isn't 5 star but it's not a 5 star resort. I've stayed on the 8th floor and on the 2nd both rooms were great. I would recommend this resort to anyone!

  • Stayed March 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Major1214
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Sunset Royal Beach Resort, responded to this review, 14 April 2012
Thank you very much for your comments; we really appreciate your compliments which have been shared with our staff. It is always great to hear how much you enjoyed your vacation.

We hope you can have the opportunity to visit us again and enjoy the special activities we have prepared for our guests of all ages on the occasion of the Mayan year. You can´t miss them!
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Eugene, Oregon
1 review
Reviewed 4 April 2012

We just got back from an incredible stay at the Sunset Royal in Cancun. We took our two girls ages 7 and 9 and they had a blast! On the first day we were there, Natasha, came up and greeted us and asked if our girls wanted to play some games with some other kids staying at the resort. Within a few short hours they'd made a group of friends that they eagerly awaited to see each day. While their day was filled with pool games, duck duck goose, cookie making, egg tosses, and more, we were allowed to relax in the sun and actually read a book! We were always close by and able to join in on the fun when we felt like it. Marisol, one of the staff leaders was another outstanding part of the trip! Her genuine, warm smile and upbeat personality encouraged you through dance lessons, water aerobics and other fun activities. The night shows were fun and great for the kids and the rooms were clean, spacious, and inviting. The only minor negative to it, was that unless you had reservations at one of the specialty restaurants, dinner didn't start until 7:30. You could get a lighter fare in one of the snack places, but if you wanted a sit down, you had to rearrange your schedule a bit. It was a minor hiccup in an amazing trip! I'd highly suggest it to any traveling to cancun! The staff, especially Marisol and Natasha made it all worth it for us!

  • Stayed March 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nessa12344321
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DavidZCancun_Mexico, Manager at Sunset Royal Beach Resort, responded to this review, 14 April 2012
Thank you for taking the time to write your review. We appreciate all your comments and we are very happy to learn how much you and your kids enjoyed your vacation; it is very important to know that the children´s program is serving its purpose of making children have a memorable holiday. We will also be passing along your comments about our staff, all staff mentioned on this site is recognized during our monthly celebration of quality service.

Your feedback on the restaurants service has been shared with our Food & Beverage Manager to take the necessary actions.

We look forward to welcoming you back soon and have the opportunity to treat yourself to a spa vacation and benefit from modern spa technology and Mayan wisdom at our Ya´ax Ché Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sunset Royal Beach Resort

Property: Sunset Royal Beach Resort
Address: Blvd. Kukulkan Km. 10 | Zona Hotelera, Cancun 77500, Mexico (Formerly Sunset Royal Cancun Resort)
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Beach Fitness Centre with Gym / Workout Room Free Breakfast Kitchenette Restaurant Room Service Suites Swimming Pool
Hotel Style:
#34 Luxury Hotel in Cancun
#40 Top resorts Hotel in Cancun
#44 On the Beach Hotel in Cancun
Price range (per night): ₹ 9,311 - ₹ 34,804
Hotel Class:4 star — Sunset Royal Beach Resort 4*
Number of rooms: 204
Reservation Options:
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Also Known As:
Sunset Cancun Hotel
Sunset Royal Hotel Cancun
Royal Sunset Resort Cancun
Sunset Royal Resort Cancun
Royal Sunset Hotel Cancun
Royal Sunset Cancun Mexico
Sunset Royal Cancun Hotel

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