Hotel Grand Sunset Princess

gabriela montoya1/5 · 2026-06

Visited in 2024, someone clearly went overboard on their pretentious renovations because they clearly compromised everything else. The harassed us with through their royal holiday vacation club before we could even know what was happening they sent a sales rep to have breakfast with us on our first morning and then proceeded to keep us an additional 2.5hrs trying to sell us these packages. when we finally had had it and asked to leave they sent another rep to try to offer us more crap. The food is the same everywhere everyday and the restaurants are just serving the same thing but plated. It tastes like it was squeezed from a tube and then shaped into the food it's supposed to be. The premium section does not have premium liquor and we were made to clean the pool ourselves. They have put the door pass in your bracelets and we had more than 10 times that we had issues getting into our room. We were also super shocked how the staff didn't care about anything and also everyone gave you a different answer for the same question. You couldn't pay us to stay here again. The seaweed on the beach was so bad there was no way we were going to be able to swim which is not a problem we understand it is out of anyone's hands however they let us upgrade to platinum knowing that section was closest to the beach we had to downgrade to get away from the smell and they refused to refund us the $1500 we paid to upgrade. You can tell they had high vacancy because the sales people were beyond aggressive to the point we spent A LOT of time in our room. We waited 40 minutes for a burger in the snack shack where they only sell burgers, hotdogs and nachos while we watched the animals come into the dining area and sit on tables eating leftover food the staff never cleaned up. We went back thinking we would be able to somewhat recreate our last visit but they genuinely ruined our vacation and we could not wait to get back home.

Desiree José Rojas Carpio3/5 · 2026-10

Las instalaciones del hotel son magníficas, las áreas verdes y poder observar a los coatis merodeando por todos lados es hermoso, la comida estupenda y ni hablar del servicio en el área de restaurantes, los camareros super amables, sonrientes, serviciales, sin embargo, nosotros nos hospedamos la noche del 26 de septiembre, un día antes realizamos la reservación en línea y pagamos un servicio extra de carnes frías con vino, al momento del check no nos informaron que debíamos solicitar el servicio extra de carnes frías con antelación con el concierge, llegamos a nuestra habitación, una Villa hermosa y notamos que el servicio de carnes frías no estaba (pensábamos que lo tendríamos en la habitación) solamente estaba el vino espumoso de cortesía con frutas, llamamos a recepción y nos remitieron la llamada a concierge donde nunca nos respondieron, realizamos 3 llamadas posteriores y no tuvimos respuesta, nos dirigimos a concierge que está al lado de recepción y había una fila de 6 personas esperando, dijimos no vamos a esperar en una fila cuando solo tenemos un día para disfrutar! Nos fuimos a la playa y alberca y regresamos a nuestra habitación a las 6:30 y nuevamente continuamos llamando a concierge y tampoco tuvimos respuesta, la idea no era otra vez caminar de nuestra villa hasta recepción para que simplemente nos enviaran un servicio extra pagado, las instalaciones del hotel son inmensas! Aproximadamente a las 7:30 pm hablé por teléfono con recepción (yo estaba muy molesta por la situación) y muy amablemente me dijo que me devolverían la llamada de concierge a los minutos, así fue y le dijimos al concierge lo sucedido y le dijimos que por favor queríamos cancelar el servicio, nos dijo que al día siguiente con el check out realizábamos la cancelación, cuando fuimos al día siguiente el concierge nos dice que debemos enviar un correo para solicitar la cancelación, y que ese servicio extra como se solicitó en línea se debe pedir con un día de anticipación para que lo lleven a la habitación, le comentamos al chico que eso no lo sabíamos, era nuestra primera vez en el hotel y que debieron informarnos al momento del check in cuando nos realizaron el cobro, he enviado 2 correos desde ese día solicitando el reembolso y todavía sigo esperando la respuesta del correo, se les agradece la amabilidad para que respondan a nuestra solicitud o que nos digan qué podemos hacer?

monica montero1/5 · 2026-07

El hotel a pesar de que no es uno de los más lujosos, es bonito, las habitaciones son muy lindas, tiene áreas recreativas bonitas. Pero a lo mejor le falta ampliar sus horarios de atención en ciertos lugares, porque es muy corto el tiempo para disfrutarlos. Desde que llegamos tardaron una hora en darnos las habitaciones. Realmente no nos explican las dinámicas. El personal es poco amable, cabe recalcar que son muy pocos los que son muy amables porque si hay pero son escasos, mayormente fueron en restaurantes. Cuando llegamos no solicitamos servicio de botones, sin embargo nos explico cómo llegar a la habitación, tuvimos que tomar el bus para llegar porque es muy largo, pero al llegar la muchacha que conducía el carrito nos negó el subir ya que le daba prioridad a los que no llevaban maletas, ya que debimos ir con botones (lo cual el mismo servicio nos dijo que podíamos llevarlo nosotros mismos) pero inclusive personas que iban en el bus se extrañaron de que no nos dejaran subir, la conductora se puso grosera y solo cuando ya iba a subir nadie nos dejó subir, que era mentira lo que decíamos. En los restaurantes exclusivos tienes que reservar con dos días de anticipación, en algunos son tan poco amables que te dicen que aún así que una persona no llegue a su reservación si tú no tienes, no te dejarán pasar y te dicen que si alguien tiene reservación lo esperan hasta que cierre el restaurante y en otros te dicen que solo hay tolerancia de 15 minutos. En la limpieza, no limpiaron el cuarto, solicitamos a un muchacho en los pasillos y muy amablemente pidió autorización y accedió y fue muy bueno su servicio. En las barrar cerca de las piscinas no te atienden amablemente, no te explican ni bebidas o no te dicen que ofrecen y te miran feo. En el restaurantes general los cocineros no te explican la dinámica para prepararte algún platillo, dan por sentado que ya lo saben y te explican con modestia o cansancio. La verdad su trato al cliente debería mejorar mucho y no hacer distinción entre algún turista extranjero a uno nacional. Muy bonito los animales que hay dentro del hotel, eso sí no vimos maltrato y si están los letreros de que se respeten y no se tocan

Lambros2/5 · 2026-07

So this is definitely not a 5-star resort, no matter what it’s advertised as. The only reason I can think it has a 5-star rating is because of the recent renovations. Yes, the resort looks beautiful and the staff was friendly, but that’s where the positives end. The food was incredibly mediocre. They literally serve dishes from their à la carte restaurant on the everyday buffet. I’ve been to many all-inclusive resorts and have never seen that before. We’ve stayed at genuine 5-star resorts in the past, and this was nowhere close. Also, don’t expect to enjoy the beach. It was covered in seaweed and had a terrible smell. It was so unpleasant that not a single person was swimming in the water during our stay, which completely made sense once you got close. To be completely honest, this is a 3-star resort wrapped in a modern, renovated exterior. Had we known what the experience would actually be like, we never would have booked it. What surprises me the most is that more people aren’t mentioning these issues in their reviews. If you’re looking for a true 5-star all-inclusive experience, I would strongly recommend choosing a different resort.

Ayah Smadi5/5 · 2026-06

I went to Cancun for a vacation with 12 members of my family, and the trip was more wonderful than we could have imagined. All of this was thanks to this amazing resort. The rooms were beautiful, spacious, and very clean. The restaurants were excellent and offered a luxurious dining experience. There were stunning views and plenty of comfortable places to relax. The food was absolutely delicious. The pools were beautiful, with fun activities available throughout the day. At night, there were many entertainment shows suitable for all ages. I can honestly say that this is a complete resort that offers exceptional value for money at a very reasonable price. Highly recommended!

Renee5/5 · 2026-04

Grand Sunset Princess exceeded our expectations. Despite the Grand Riviera side being under renovations the resort property was quiet and clean. We enjoyed 3 different pools and the beach. Plenty of loungers and towels were always available. Lots of trees, flowers and funky statues line the walking paths. The wildlife - deer, coatis, agouti, lizards & cats roam free. No sightings of monkeys or the croc this time. Our room had a comfortable temperature and bed mattress. The shower needs a caddy to hold shampoo. Had to leave a note in Spanish asking housekeeping to leave more towels, water bottles and soap. The drawers smelled musty. More hooks should be added to prevent guests from drying swimsuits on balconies which looked messy. The à la carte restaurants needed to be booked in advance. We tried 6 restaurants with La Fleur & La Volta being our favourites. Service and food were exceptional at all except La Vaqueria Steak where both the service and food was deeply disappointing. Management should review that team. Breakfast buffet at Bocado was a wonderful way to start our day. Lorenzo & Francisco were delightful, always greeting us warmly and remembering our drink preferences. They are both standout members of the team. It was always a treat grabbing a delicious cappuccino from Alexis and Margarita in 5th Avenue bar. Those two worked so hard and always with a friendly smile. Aqua fit was so much fun! Woo woo Javier! Evening entertainment in both the theatre & courtyard were fantastic full of talented dancers. Shuttle service was so appreciated made even better with the friendly drivers. Martine has a shining positive energy! We look forward to returning to paradise one day. Miss it already.