Sunset Royal Beach Resort - All Inclusive

Hi, they gave us room around 40 minutes later than check in time ,and room was so smelly , we were trying and calling around an hour to change it. WiFi in room was awful, the air conditioner was too noisy that we could barely sleep. The service including restaurants , bars and waiters were way less than average. We booked for all inclusive but food variations was bad , we should’ve waited long time for each meal , and they were treating us like they’re giving us free food. In beach many times we ordered drink that they didn’t bring for us. The attitude of employees in general wasn’t professional but in my opinion it was manager’s fault , employees wasn’t well trained. I never return to this hotel because of price over 300 usd per night but the service is not even average.

Beautiful pleace! I love Cancun, the people were great to be with, their service was incredible, they were always on top of their events. The food and drinks were delicious, and they always had events for people to enjoy.

I think going to Isla Mujeres is a bit scam, foods are so lousy(inedible), the beach is full of seaweed, n the bottom of seabed has many pebbles stone, very uncomfortable. Not worth to visit.

Grissel at the Sunset Royal is an incredible asset to the company. She makes you feel like family. She provides a feel of pampering while you lounge on the beach at Sunset Royal. Sunset Royal has incredible staff that make it such a special here. Grissel treats you like you are so special. She adds in to tell you she loves her work here at Sunset Royal.

Tuve una experiencia mixta durante mi estadía en este hotel 5 estrellas. La primera noche encontramos una cucaracha en la habitación, lo cual fue muy incómodo y preocupante, especialmente por el nivel del hotel. En ese momento, el servicio telefónico y de recepción fue muy indiferente, y tuvimos que insistir para que nos tomaran en serio, lo cual fue decepcionante. Sin embargo, al día siguiente la situación cambió positivamente. El gerente de recepción y el gerente general se comunicaron con nosotros, ofrecieron disculpas y manejaron el problema con más profesionalismo. Nos ofrecieron un upgrade de habitación, dos masajes de cortesía y una cena para mi familia, lo cual valoramos mucho. A pesar del mal momento inicial, agradezco que hayan sabido responder de manera responsable después y compensar lo sucedido. Espero que refuercen los protocolos de limpieza y atención al cliente nocturna para que otros huéspedes no pasen por algo similar. La atención posterior marcó una gran diferencia. I had a mixed experience during my stay at this 5-star hotel. On the first night, we found a cockroach in our room, which was very uncomfortable and concerning—especially given the hotel’s high standards. Unfortunately, the initial response from the night staff and reception was disappointing and indifferent. We had to insist on being taken seriously, which added stress to the situation. However, the next morning, the experience improved significantly. The front desk manager and the general manager both got in touch, offered a sincere apology, and handled the issue in a much more professional way. They upgraded our room, gave us two complimentary massages, and offered a dinner for our family, which we truly appreciated. While the first impression was upsetting, we are grateful for how the management took responsibility and made a real effort to compensate for the inconvenience. I hope they reinforce their nighttime customer service protocols and cleanliness procedures so that other guests don’t go through a similar issue. The way they followed up made a big difference. ⭐️ Calificación general / Overall Rating: ⭐⭐⭐ (3/5) Limpieza / Cleanliness: ⭐⭐ ‍♂️ Servicio / Service: ⭐⭐⭐⭐ Ubicación / Location: ⭐⭐⭐⭐ Relación calidad-precio / Value for money: ⭐⭐⭐