Sunset Marina Resort & Yacht Club

5 Jillian Arnold - 2 weeks ago

My husband and I were actually staying at the Sunset Royal but they own 3 other hotels that you can go to and Sunset Marina was one of them. We like the pool at the Sunset Marina better and seeing all the big boats and water jets on the lagoon was a better view then all the seaweed in the ocean. The service was great. You have an in pool bar with stools in the water, restaurants, music and other entertainment and more. Definitely give this hotel a five stars.

5 Bernadette Guilalas - a week ago

We got the best room we were expecting -very private and with jacuzzi. Food is great, unlimited drinks if u have all inclusive. Our package is great that we can access all their sister hotels in Cancun. The experience is great!!!

5 Rix Cast - 3 months ago

Our first time in Cancun and so glad that we booked our stay here. Every staff is friendly, helpful, and truly cares. One of the staff employee that works in the restaurant found out we were going to go do our activity trip the following day he prepared just for us a sandwich to take with us. He is also very funny. When we come back we will book it here again. Thank you!

4 Thamiris Morale - 3 months ago

Was a nice experience. The food is great, the clean could be better, they doesn’t have many activities, but it’s a peaceful place, nice to older people, not crowded and we appreciated that. The Il forno and Cilantro were my favorites restaurants, was amazing in there, the waiters and chefs are so thoughtful. I’d very thank to Miguel and Julio from Cilantro restaurant, to Irwin from poolbar, and Ramon from service room, they are the best in this hotel, excelente people, thanks for everything, you did our trip better.
Gracias, Miguelito, eres lo mejor!

But we had a big problem in de Japanese restaurant, the waiters from there are to rudes and arrogants, service takes too long, was a terrible experience, I don’t advice this restaurant.

To cilantro, poolbar and service room our rating is 10.

To japanese restaurant our rating is 0, TERRIBLE PLACE.

1 Arturo - 2 months ago

WORST EXPERIENCE EVER. I would give Z-E-R-O stars but we don’t have the option!

They will try upselling sooo bad. At first they will never mention you need to assist to a vendors presentation or otherwise you have to pay $399. You’re forced to assist to a vendor presentation. They will try so hard to sell another “amazing” promo. You might have to spend the full morning on your second day of vacations for that presentation. It took from 8:00 am to 12:30m with a sales rep trying to sell packages and a membership.

Food is ok. Buffet so, so. Food at the Mexican restaurant is really tasty. Rooms are ok, not luxurious like they advertise!
We had no cold water for 1 entire day. So we had to take showers and brush teeth with boiling water oh lord. Really hot ???? weather and boiling water not a good match.

Staff is ok but again it’s all about money and tips. I had the impression some of them are overloaded and they look overwhelmed so they tend to be rude.
Poor management, there is no such a thing like real customer service from the customer service over the phone! Wow so rude.

At the time you get your package they don’t mention anything about presentations, or other additional charges!
Basically when you pay for it. They send you a purchase letter telling you about those things. If you don’t read the conditions you will never know! But only after you have already paid for it.
Sooo dissatisfied and disappointed with this resort group trying so bad to waste your time selling and upselling packages and memberships.

They give you “gifts” basically you gotta pay extra fees when you try to get them. I would never ever recommend this resort group to my friends or colleagues. It’s all about money and never about clients satisfaction.

Summary
1 - All inclusive. Transportation but your way back to the airport is not included (they won’t say anything about it when trying to sell the package)

2- Upselling Presentation is mandatory. If you don’t want to go they will take away $399 discount you’ve got (I didn’t even know I had such a discount) so they will charge your credit card ????. They say 120min presentation and it was almost 4 hours with 3 different people trying to convince you to get a membership and pay right away!

3- Gotta pay extra fees for your gifts and they will say those are taxes (really expensive taxes by the way)

Conclusion

DO NOT GO TO THIS PLACE.

2 Aamanda Tarbell - a month ago

This is my 4th time visiting Cancun and I will never return to the Sunset Marina.  Please take a moment to read on....
1. The 2 bedroom suite was very spacious and the housekeeping did a great job cleaning up, making beds, etc.  Although, out of the 3 bathrooms, 1 toilet was getting clogged up and wouldn't flush properly and the upstairs shower did not have hot water!  Luckily there were 3 bathrooms and my family of 5 managed.
2. Room service - I personally asked the women at the La Perigola for room service at 10pm.  (Room service is until 1030p.)  She told me that they were really tired and could not do Room service.  I refused to let that slide and I told them that I paid for ALL Inclusive and they needed to accommodate my order.  They did but we didn't get the order until 1130p.
3. Boxed lunch - the evening before our excursion to Xcaret, I told  LA Perigola (Julio) that I need 5 boxed lunches.  He said okay and gave me a menu to choose from.  I picked out a breakfast and he wrote my order down and said I was all set!  Well, at 7a the next day....I went to the restaurant to pick it up.  The gentleman said that there was no order for me!  Mind you, the bus leaves at 715a!  I expressed my frustration and he said he will accommodate but not a breakfast meal.  It's just a plain ham and cheese sandwich, water, and a piece of fruit.  Fine, we took it.  On the bus to Xcaret, we began to eat.  When we opened the sandwich....the bread was dry, broke apart, most likely stale.  Disgusting.   We just had the ham and cheese.
4. Il forno/Cilantro - we wanted to try some snack food, burgers, pizza, hot dogs, etc!  Well, we were seated, waited 45 minutes to give a drink order.  Didn't get drinks.  Seen another waiter, gave order again (30 minutes after).  Received drink about 30 minutes after that (total time 1.45 hours waiting for drinks!) Then we gave a food order.  When it was served, it came bits and pieces not all at once.  1 particular request was a plain hot dog, nothing on it.  That didn't arrive to the table until 3 hours later.  There went our afternoon.
5. False information- I asked if a certain food at the buffet had seafood in it because I have a child that is allergic to it.  Gentleman said that it didn't.   Well, it did.  If there was a language barrier or he wasn't sure, he should of asked.  Thankfully,  my child looks thru the food and found a shrimp.
6. Asian restaurant- they forget to tell you that their is an age requirement.   My 6 year old could not sit at the hibachi table.  I paid for ALL Inclusive....that is what I expect.   My family was split up, 3 at hibachi table and 2 at a regular table.  Julia, woman in charge there, is a sweet person.
7. Location - it's on the lagoon side so no ocean view.  In the lagoon, there are crocodiles.  Beware if you were interested in using a kayak!
I made complaints to the front desk the day before departure. Multiple staff heard my frustration and tried to make a better experience for us.  They offered a private dinner, specially made for us.  Whatever we wanted.  Salmon, chicken, and steak were delicious.  That dinner was well appreciated but it does not justify the whole week vacation we had.
Overall, there were a few staff that were friendly and accomodating but the food was not the best and repetitive, service and staff are very slow, evening bartender was great, housekeeping did their job.  I gave this a 2 star because of the bartender (Mexico),  housekeeping (Ama),  our exclusive dinner, and we were able to use the Royal Sunset facilities.
Bottom line, I will not recommend this "resort" to anyone.

5 Jommel Javier - 2 months ago

I would like to thank all the good staffs or employees of Sunset Marina most especially to Rudi of Asian Cuisine, Gonzalo and Manuel at breakfast buffet and to other nice servers (you know who you are), front desks and housekeepers who gave us a warm welcome that made us feel so home and comfortable. You made our first visit in Cancun so special and memorable. I would be glad to recommend Sunset Marina to my family and friends. Best regards. From: Nikko, Patricia and Bambi of Alberta, Canada ???????? ????