Sunset Royal Beach Resort

E P

Stayed from 10/25-10/29. Arrival experience was smooth and was given a complimentary upgrade, which was greatly appreciated. The concierge (I believe his name was David) informed us there was an obligatory presentation we had to attend, otherwise we would be subject to a $399 charge and a less hospitable front desk service. Needless to say, the approach was pushy and cavalier and his snarky, assuming, and patronizing comments simply unwarranted. He also “scheduled” our presentation on Saturday, but Nico (the sales guy) informed us there were no presentations on Saturday — which was frustrating to say the least. We later had a few more interactions with David —following the presentation— and he was significantly more amiable and gregarious, and even gave my mother some sort of free message at the spa for the inconveniences experienced (however, couldn’t tell if that was due to us signing up for the membership or his genuine desire to ameliorate our initial interactions). Either way, his efforts didn’t go unnoticed and were appreciated —and for all intents and purposes, he did a solid job of service recovery. On the brighter side, nearly every interaction we experienced with employees exceed expectations (particularly Perez and the younger guy that conducted the bingo games — both in the pics below, and the breakfast attendant — I believe she said she had 17+ yrs of tenure, if that helps identify her— in the restaurant to the right off the the elevators). They were exceedingly attentive and truly got to know us and felt like family by the end of our stay. The chef working the same shifts with the aforementioned breakfast attendant —I believe he said he had only been there 6 months— was also great and made great breakfast recommendations. Furthermore, the gentleman that checked us in (possibly the Front Desk Manager) also needs to be recognized for his terrific service and genuine care. His name escapes me but he was wearing all black and on the taller side. He remembered my mother after 2 years, gave us a complimentary upgrade, early check in, and was beyond helpful throughout our stay. The room was spacious and clean. The beach was amazing and hotel location is unbeatable — near someone great nightlife, excursions, and local shops. Along a great path for morning runs. Food is hit or miss but the variety offered makes up for it. The hotel needs some renovations, but we didn’t mind too much as we didn’t spend a whole lot of time there and the service made up for any property short comings (most of the employees really go above and beyond). The shows and hotel events are okay but, again, the employees really try their best and do a solid job engaging guest. As a staunch Marriott member who exclusively stays at their properties (only stayed here because someone else booked the trip), I was pleasantly surprised with my overall experience. Will certainly consider this hotel for any future trips. 8.5/10 overall.

Kerry Norwood

We had an outstanding experience at Aqua Grill, thanks to our waiter, Fernando. His warm personality and impeccable service really made our evening special. Fernando was knowledgeable about the menu, offering excellent recommendations, and made sure that every request was handled perfectly. His attention to detail and friendly demeanor enhanced our dining experience. If you’re visiting Aqua Grill, I highly recommend asking for Fernando—he truly goes above and beyond to make sure you have a fantastic time. We’ll definitely be back!”

Nikki

Room was very warm and humid. 72°-79° is not a very welcoming room temp for a resort. Reason given for the warm rooms was "being green". Staff said they would try to get us in a room with better AC, but that never happened. Food was not bad. Views were amazing. Beach was never crowded. Pool could be cleaner, but not terrible. My advice to the resort, if you're trying to sell time shares, maybe make it inviting by using the air conditioning you have in other places than the sales presentation area.

Roy Brambila

I had a great experience during my 7 days of staying in the hotel. My great impression was the food on the beach, the food on the pool, and the dinner at either room was outstanding. The bar area was outstanding, and the service provided by Francelyn in the bar area was more than great. Have not seen that type of service since a long time ago.

Fergie Cantos

Terrible experience. Our room was fine however the service was terrible and very little options for food. Room service food was slightly better then the restaurant. Room service takes soooo long. Like 2 hours to be delivered and they mess it up all the time. The “Italian restaurant” was terrible. They had no AC so you’re sweating as soon as you sit. The food takes long and it’s not appetizing. I’m assuming that’s why it was always empty. The food took long and it wasn’t good. Also one of the other options they said was reserved for members. So basically if you’re not a member you’re not getting a good experience. Also the pool was dirty. I noticed food or throw up in the pool it was gross. I never got in. The service at the Beach was terrible. We never got our food delivered. Lastly before leaving we notified the reception that we needed to go lunches because our flight was so early in the morning. When it was time to pick up the food, it was t ready. They took sooo long. When we opened the bag there was two water, an apple and ketchup and mustard. How terrible! I was so mad. I left everything there. Beware of buying vacation packages (pure life) or anything the hotel tries to sell you. It’s a scam! They tell you and promise you one thing and we are trying to use it and now and what they promise is not real. Over all the experience at this hotel was terrible. I’ve been to other resorts Cancun and never received such treatment or experience.