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Reviewed 23 July 2021

1. No towels available by the pool
2. What a nightmare with Erika at the front desk while checking out. Horrible customer service almost made our transportation left us!!!
3. Not enough staff available for so many guests. Wait time to get food at the beach is about 1 hour.
4. 1-2 hour wait for restaurants.
5. Food is OK
6. 20 min wait to be able to reach operator when calling front desk
7. Aggressive water polo - my mom was punch on the nose. Other guests were helping her out because I wasn’t around when it happened. Also, Two guys were fighting in the pool. I would recommend to only have kids play that game.

8. The only great thing was Rafael from the Asian Restaurant. Reminded me how great the customer service used to be.

Date of stay: July 2021
Trip type: Travelled with family
Thank IDJKD
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 21 July 2021

I stayed July 2021.

The good- beautiful views of the ocean. The room was beautiful and spacious. Housekeeping was great. Snacks at the rooftop pool were great. Recommend the brisket quesadilla.

The bad- was disappointed in service. The service did not match the service in any of the other palace resorts I’ve stayed in. It seemed like everything was a hassle. Booking anything with guests services was the worst. The covid situation was an absolute nightmare , be prepared to waste hours of your vacation with no help from the hotel. Don’t waste time on the mani pedis they take forever and the polish will chip off before you leave the spa. All restaurants on a wait unless you get there before 6 food again not as good as other palace locations

Date of stay: July 2021
Trip type: Travelled with family
Thank marysE4552AC
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Palace Resorts, Propietario at Beach Palace All Inclusive, responded to this reviewResponded 3 August 2021

Dear marysE4552AC,

We appreciate you taking the time to share your comments; this helps us to provide better services in the future.

Moreover, it makes us happy to read that you were able to enjoy the amenities available to all of our guests, our food centers, and the service from our housekeeping, will for sure be congratulated for their outstanding performance.

On behalf of all the team, I would like to apologize for the issues faced during your experience and that this was not as positive as expected.

Our commitment is to your satisfaction and please be sure that nothing will be more important to us than having the opportunity to have you back and providing the outstanding relaxing and first-class vacation that you have come to expect from us.

Sincerely,

Mark Dahle
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 July 2021

Our family of 4, with my two sons 23 and 17 spent 4 nights during the fourth of July weekend at Beach Palace, Overall we had a great stay, I'd give BP a solid 4.5 stars, we got there mid morning and got checked inn and went for breakfast and changed, room was ready later just after 3PM. Hotel is built on a small foot print, lobby or first floor was extremely crowded when we got there and had a first wrong impression

We headed to the pool area and that particular day was the one with most visitors, it seemed that was over 100% capacity, there were no place to seat due it was almost noon time and went to the beach area, two of the personnel approached to us and set a couple of lounges with an umbrella, us are more pool people and following days had to play the game of separating seats around the pool area but you have to go between 7-8AM. there were a few lounges that hotel reserved for diamond members around plus the cabanas section at the beach for them, this is only thing we always hope that isn't happening but due to the size of the hotel there isn't enough space to accommodate all the guests. At the end is not a big deal and nowadays is expected that will happen.

Our room was a two beds ocean front at the 10th floor, we asked for a rollover bed and was supplied no extra cost, room size is adequate, it has huge jacuzzi that we didn't mind due isn't for us, also there is a balcony with a full size lounge and a table with two chairs, we spent the afternoons at the balcony looking and listening to the beautiful Caribbean sea while we relaxed after the day with a drink, perfect way to end the day.

Food is really good, Breakfast buffet was always great and fresh, liked that the main dishes aren't made in a huge amounts (bulk) and they are frequently changing the pans and bringing fresh new dishes, we didn't try the lunch buffet due always ordered food to be brought to us or there was a great pastor and steak tacos cooked at the pool area. For Dinner we tried the Steakhouse/smokehouse, the Asian (twice) and the Italian, Our sons did try the Mexican/Tequila restaurant and said that was also good but for my wife and I the Asian was our favorite.

The personnel was always great and friendly, Zacarias did prepare our drinks always perfect at pool bar, also the bartender at the stadium sports bar when we went to play ping pong, we spent lots of singles to tip them because of their hard work,
Overall this is a hotel that will come back or at least will try another palace hotel now that my youngest will be an adult (18+). Thanks again to BP four a pleasant stay

Date of stay: July 2021
    • Sleep Quality
    • Rooms
    • Service
2  Thank takeyas
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Management response:Responded 27 July 2021

Dear takeyas,

Thank you for taking the time to express your comments with us.

We are pleased to know what your overall stay was great and that you found Sun Palace to be a really nice resort to enjoy a relaxing vacation. We receive your comments with gratitude and will review the same for optimal improvement.
Our guest's satisfaction is at all times our most important goal and we are always pleased to learn that our spa, rooms, delicious food offerings met your expectations as well as the warm service from our amazing staff who are comitted to providing memorable experiencies and make you feel pampered.
Furthermore, we appreciate your feedback on music and entertainment and assure you this will be shared with the areas involved to make the necessary adjustments and provide you with enhanced future experiences.

Thank you for allowing us the privilege of hosting you. We hope to be selected in the future as a return vacation destination as it will be our pleasure to deliver enhanced services that will surpass your expectations.

Cordially,
Mark Dahle
General Manager

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Reviewed 12 July 2021

My family of 4, with 16 year old daughter and 18 year old son just spent a week at the Beach Palace. This place was awesome. Their food has much improved and they even added another evening choice - the Wok turns in Agra (Indian food) on Tuesday and Friday and it is excellent. So plan ahead to take advantage of this delicious additional choice. As always, their entertainment staff is top notch. They get to know the guests and always have some type of activity going on. The entire staff has an attitude of being there to please their customers. The sweet/coffee shop is also another big draw with excellent coffee, cakes, snacks, crepes, and sandwiches. For breakfast Gabriella is the best egg/pancake maker in all of Cancun! They do have excellent evening shows that start at 9 and usually get over by 10. Then it is off to the sports bar for either live music or a DJ to dance the night away. We highly recommend the Beach Palace and will be returning next year.

Date of stay: July 2021
    • Location
    • Rooms
    • Service
2  Thank thetrainer2017
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Palace Resorts, Propietario at Beach Palace All Inclusive, responded to this reviewResponded 14 July 2021

Dear thetrainer2017,

We are pleased to greet you and at the same time thank you for your preference on Beach Palace. We would also like to express our appreciation for the flattering words we received from your stay with us.

We are glad you liked and enjoyed our entertainment, the fantastic gastronomic options, especially our new restaurant Agra, and our specialized service. Our staff works really hard to make every single one of our guests feel at home and make sure they have an amazing experience. Your kind recognition will be shared with our team, and they will for sure be congratulated for such an outstanding service provided.

It will be our pleasure to welcome you and your family back soon again at our little paradise.

Kind regards,

Mark Dahle
General Manager

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Reviewed 12 July 2021 via mobile

LAST HOPE

I’m writing this as a last ditch effort to salvage my Wife’s dream vacation. My wife and I have pushed back our Cancun trip for almost 2 years now because of COVID . My wife is unable to receive a vaccine due to being diagnosed with Gillian-Barré syndrome and the fear of testing positive and not being able to return to the US for 10-14 extra days due to the restrictions makes leaving the country impossible. We have 2 young children that we could not leave for that period of time and also could not afford the extra time away. Expedia has been very gracious with allowing us to move the date back with a voucher, but our time is up In November and our trip is non refundable. They have agreed to help but have stated that it would have to be cleared on your end . Is there any way you could find it in your heart to allow a refund or allow us to push back our dates until all flight restrictions are lifted. It took us a very long time to save for this vacation and to lose this opportunity would crush my wife. She feels it is her fault we are unable to . Thank you so much for your time and consideration .

Symon Shutts

Date of stay: July 2021
Trip type: Travelled with family
2  Thank SMShutts
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Management response:Responded 27 July 2021

Dear Symon,

First and foremost thank you for taking the time to share this with us.

We appreciate you have given us the opportunity to assist you, and hope that the supportive follow-up provided by our reservations team was of great help

Rest assured that we remain at your disposal.
We hope to have the pleasure of welcoming you in the future for many more wonderful experiences in this paradise.

Cordially,
Mark Dahle
General Manager

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