Sun Palace Resort

3rd trip back to Sun Palace for my birthday. It never disappoints. Quality and service has been top notch since we started coming four years ago. Everyone is amazing and so friendly! Breakfast and lunch everyday at Aurora with amazing servers Juan, Jorge, Eduardo. Luis and Jenni were welcoming faces at the Aurora hostess stand. Beach server Daniel kept our drinks topped off. Lifeguard Daniel made a grasshopper from a palm leaf and gave it to me. Our evening server at Aurora, Eduardo, became our friend. He even planned a special dinner for us on our last night but unfortunately I was under the weather and had to miss it. Emhby (?) in the Thai restaurant was fabulous and brought a special birthday dessert with a sparkler candle. On this trip we went across the street and enjoyed dinner at Navios! Cannot say enough good things about it and the workers there, simply outstanding!
Sun Palace and the employees hold a special place in our hearts. It’s so heartwarming to take the time to visit with them and get to know them. They are some of the most friendly people we have ever met. Please remember to tip them, they work their tails off to make sure your vacation is unforgettable.

Excellent Stay and Truly Outstanding Customer Service

We recently stayed at Sun Palace in Cancun and had an excellent experience. The service throughout the resort was outstanding, the room service was great, and the food overall was very good.

What impressed us most, however, was how seriously the hotel took our feedback. During our stay, we received a guest survey and commented that we felt the variety of cheeses, cold cuts, and fruit could be improved. That same evening, Christian approached us personally to thank us for our comments and let us know that the hotel wanted to review our feedback and respond.

The following morning, Luis, the manager at Aurora, had a special dish prepared for us with a greater variety of cheeses and cold cuts. He also took the time to explain the challenges around providing additional variety. This is what I call real customer service. They did not simply acknowledge our feedback, they listened, followed up, and made an immediate effort to improve our experience.

We would also like to recognize Juan Guindo, who took exceptional care of us every day and consistently provided outstanding service. Jenny, the hostess at Aurora, was wonderful, as was Alicia at Fuego Restaurant. Their warmth and attentiveness made us feel genuinely welcome.

The excellent service extended throughout the resort. The staff at the pool and beach were always friendly, helpful, and attentive.

Overall, we had an excellent stay at Sun Palace. What stood out most was the genuine commitment of the staff to their guests and their willingness to go above and beyond. A special thank you to Christian, Luis, Juan, Jenny, Alicia, and the entire team for making our stay so enjoyable.