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Hotel overview
Location
CozumelProperty information
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Hotel details
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
***Important Information For Our Guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Ratings & reviews
TripAdvisor traveler rating
4234 reviews
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Jan 13, 2025Will never go back !!!
From the time we arrived we had nothing but trouble at this place. Steps up to our 3rd floor room were full of garbage Hot water took 25 minutes to get luke warm Dresser drawers wouldn't close AC remote didn't work Light fixture outside our room was missing (this did get replaced after a complaint) Toilet paper holder was falling off the wall Food was terrible and often impossible to get Our room only got cleaned 2 times in 8 days. (only when I complained at the front desk) Etc. My guess is the building we were in is scheduled to be torn down and replaced so they had no intention to fix anything or even clean it up. The rest of our group had rooms that were nicer than ours. I asked for a new room 20 minutes after arrival and was told there were no rooms available. Funny, since 20+ people in our group hadn't arrived yet. When we arrived, hungry and tired, we tried to go into the restaurant for lunch. We were told to go to the other restaurant (the buffet). At the buffet, almost all of the serving trays needed to be refilled. All that was left was burnt tortillas and chicken soup, which was cold. The sterno cans that keep food warm had long since burned out. This was common many days we tried to eat there. We were told there were 5 restaurants. There were only 2, plus a hamburger / hot dog wagon by the pool. It always had a huge line, and was out of propane or out of food 2 of 3 times we tried to go there. One day the buffet tables were full so I tried to get food and take it to the bar area that is right on the other side of a small wall next to the restaurant seating area. The restaurant manager stopped me and wouldn't let me take my food out. I told him I had an afternoon dive and did not have time to wait for a table. I was told NO. THAT'S THE RULE. I yelled at him and told him what I thought of the resort and handed him my plate and went hungry. This resulted in the resort manager coming out and giving me a lecture on disrespecting his employees. (??????) 2 DAYS LATER they started serving food in the bar area ?????? Sunscape is a LONG WAY FROM TOWN. ($40 plus tip cab ride there and back) Still we went into town to eat several times. The only part of this resort that worked was the bar. There was nothing top shelf available, but the drinks were good and the bartenders did a great job at keeping everyone's glass full. Even with the New Years Eve crowd there we didn't wait more than a few minutes. We went to Sunscape with a Scuba group. This place is NOT set up for divers. We had to walk a good distance to the resort next door to get on the boat. AND they charged us $10 US every time we walked out the dock (Even if we had paid that morning.) We have been diving since the 90s. We often stay on remote islands where the accommodations are not luxurious. Sunscape has the potential to be a nice resort, but the management and most of the staff just doesn't care. WE WILL NEVER GO BACK.
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Jan 10, 2025Maybe a 3 Star at best
Resort is in major need of renovations. Poorly maintained with exposed electrical wires on sidewalks. Staff is very friendly and responsive. Most all all inclusive have room service for food but this one does not. The best part of the resort is the price .
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Jan 09, 2025Big No
RUN RUN RUN!!! the worst experience and we are not picky . Beach is ok ( rocks) , staff mostly nice. BUT FOOD . Buffet style is breakfast only . And 2 restaurants operating . While you wait to be served - it can be up to 40 min to be sitting. The worst part - menus has only 8 options ( nothing great) and the menu all the time the same . If you travel with picky eaters or kids that’s not the place to go . While you may think it’s not important -imagine eating 7 days same food that are tasteless . No fruits. Nothing .While on the site is 4 stars it’s really 2.5 or 3 max. Not recommending .
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Jan 05, 2025
Great Beach - NOT Great Food.
Beautiful waterfront beach location in Cozumel - zero complaints about the beach location - simply perfect. Our housekeeper was lovely and conscientious of our "out of room routine." He kept our fridge stocked with diet coke, extra bottled water, and cans of beer! I really appreciated the extra mile he provided. All the staff were quite attentive and kind. Over cleanliness of property was quite nice - yes, it is a little less fancy than other all-inclusive resorts, so if you are looking for fancy, modern amenities- you will not find the here. The food was very basic - it became a turn-off to eat there due to questionable resuse of leftovers and portions far too small. My family paid for taxis too and from downtown Cozumel to eat at restaurants. Just be prepared to have very low expectations of the food. I've traveled to Mexico MANY MANY times and I am pretty chill about food expectations and accommodations. The reality is this report has a fantastic location, ALL the staff are wonderfully kind and welcoming, however, I gave this a 3/5 as the resort requires maintaince and updates to bring it up to a true 4/5 ... the food really is not great. Never had guacamole, non-spicey salsa, or sour cream for tacos, and hot dogs are cut up in many dishes. I specifically posted a photo of leftovers arranged on a platter for guests to grab from the make tacos at the late evening New Years celebration. There was no lack of effort, and I do hate food waste, but this is not what I expected to use to make tacos with.
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Jan 04, 2025
Vacation from hell
Honestly, if I could give a negative review I would give this -1. The only thing helping this not be the worst was the weather and the kindness of the staff. Unfortunately even have a sour taste from that when on our final day because of miscommunication about a late check out led to a member of our party (a older woman) being accused of lying and being told we were not allowed to report the customer service representatives name to follow up with his bosses. The resort was in disrepair, the food was mediocre at best. The staff are clearly trying to do what they can with little resources, all the food coming out of one kitchen, small portions and no alternative options beyond the set menus. Specialty restaurants at other resorts which we paid for bottles of wine to go to because we were at the sub-standard Sunscape, unable to access any of the amenities of Dreams or Secrets without additional cost even though guests from Dreams and Secrets can do so with no charge. This is not true for the beach bar, even if you want to pay you cannot for drinks if you are from the other resorts. Our rooms perpetually had issues spending the first day calling maintenance and management to address issues with the rooms (i.e. doors not working, fridge not works, air conditioning not working). This continued with our toilet overflowing one night, we then waited for maintenance for an hour. The room was okay, however there was not very good cleaning done surfaces that are assumed to not be obvious (i.e. above doorways, ledges etc) were covered in dust. Curtains had stains and burn marks in them. There was water leaking from our air conditioner. Marks on our wall that did not get cleaned for days, milk was spilt out front of our door that did not get cleaned up until we did with water despite reporting it to hotel staff. Our ceiling had a crack in it that would drip water. Our patio flooded with water after rain (no drainage), my partner slipped and hit her face on the railing. Overall this vacation was a complete disappointment, save your money or find somewhere else to go. Clearly based on previous reviews this is a rip off and not worth wasting your time at.