Outdoor pool, pool umbrellas, sun loungers

Reviews of Sunscape Sabor Cozumel - All Inclusive

3.5 out of 5
Sunscape Sabor Cozumel - All Inclusive
Carretera Costera Sur Km 12.9, Cozumel, QROO

Reviews

7.2

Good

Rating 10 - Excellent. 165 out of 494 reviews" "
Rating 8 - Good. 121 out of 494 reviews" "
Rating 6 - Okay. 91 out of 494 reviews" "
Rating 4 - Poor. 54 out of 494 reviews" "
Rating 2 - Terrible. 63 out of 494 reviews" "

8.0/10

Cleanliness

8.2/10

Staff & service

7.2/10

Amenities

7.2/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

8/10 Good

Jose Mercedes

Travelled with family
Liked: Cleanliness, staff & service
Beach and the pool is great
Stayed 3 nights in Mar 2024

2/10 Terrible

Kelly

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Beware!!!! Don’t go it!!! HORRIBLE food, ended up with food poisoning that ruined the trip… can’t wait to get out of here!

2/10 Terrible

Danney

Travelled with family
Disliked: Staff & service
Horrible experience, checked out 3 days early and moved my large family to another resort on the island. Last week I took my large family to Sunscape for the 5th time. It is not the same resort, the new owners have chopped the resort into 3 separate resorts, resulting in the new Sunscape becoming a very small resort. This resort is not accommodating for large families. Only 1 small restaurant open during spring break where I was not allowed to seat my whole family at a single table. Resort does not offer room service anymore. I was not allowed to take food from the restaurant to my wife in room with a torn meniscus, chased out of the restaurant into pool area, telling me I could not take that plate. Asked for a manger twice and was told he did not want to come out of the kitchen. Finally bribed an employee to allow me to break their rules. We are big tippers but didn't receive much service worthy of decent tips. I very seldom leave poor reviews, I know what to expect in my 30 years of traveling my family to Cozumel.

10/10 Excellent

Kerry Jonathan, Dodge City

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location with amazing ocean access. The staff were attentive and courteous. The only issue was when we ordered room service one night - we were told it would be a 45 minute wait for our food. After an hour I phoned the front desk to inquire only to be very rudely told that room service did not exist at the hotel (even after I ordered food). The receptionist accused me of lying (I had no reason to lie about a room service order). Despite this very strange and unpleasant encounter, we were very pleased with our stay at Sunscape Sabor. The snorkeling was very enjoyable and the views from our room were amazing.
Stayed 4 nights in Mar 2024

6/10 Okay

Rachel

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Food was less than less than desirable and the wait staff weren't great. Drinks and bartenders were great.
Stayed 5 nights in Mar 2024

10/10 Excellent

Esmeralda

Liked: Cleanliness, property conditions & facilities
Best vacation ever !! Definitely will back soon
Stayed 10 nights in Feb 2024
Response from Management area on Mar 5, 2024
Hello Mrs. EsmeraldaThank you so much for sharing your experience with us! Hearing that you had the best vacation ever really warms our hearts. We can't wait to welcome you back for more unforgettable moments. Until then, take care and keep those wonderful memories alive!Looking forward to seeing you soon!We remain at your service

10/10 Excellent

Megan Terry

Liked: Cleanliness, staff & service, amenities
The staff here are excellent, hardworking and genuinely care for their guests. Thank you to the staff who work there.
Stayed 4 nights in Feb 2024
Response from Management area on Mar 5, 2024
Hello Mrs. MeganThank you for your kind words! We're delighted to hear that you had a wonderful experience with our hardworking and caring staff. We truly appreciate your recognition of their efforts.Looking forward to welcoming you back soon!We remain at your service

10/10 Excellent

Leah Rachelle

Travelled with partner
Liked: Amenities
We loved out 12 day stay! The service, property, food, staff, beach, pool, activities it was all great. Thank you for a wonderful stay!!
Stayed 11 nights in Feb 2024
Response from Management area on Feb 27, 2024
Hello Leah, Thank you so much for your glowing review! We're thrilled to hear that you loved your 12-day stay with us and that every aspect of your experience, from the service to the amenities, exceeded your expectations. Your kind words mean a lot to our team, and we're delighted to have been a part of making your stay wonderful.We truly appreciate your feedback and hope to have the pleasure of welcoming you back for another memorable stay in the future!I remain at your serviceEduardo Betancourt

10/10 Excellent

Elsy

Liked: Cleanliness, staff & service, property conditions & facilities
The children’s club was amazing.
Stayed 3 nights in Feb 2024
Response from Management area on Feb 26, 2024
Dear ElsyWe're thrilled to hear that you had a great experience at our children's club! We hope to host you and your family again soon!I remain at your service

8/10 Good

Gloria Dianne

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a really great week! The resort is a perfect location if you are looking for somewhere quite, swimmable & easy! The staff at the restaurants are amazing, Antonio, Miguel & everyone working at the restaurant close to the water! The only issues we had were with reception, we booked 2 rooms, 1 for my 88 year old grandmother with dementia, I called 3 times and emailed asking for the rooms to be beside each other and on the ground floor… even when we arrived we had issues with reception. Our rooms were in 2 different buildings and she needed to walk up 3 flights of stairs every time. Amazing location & servers, don’t forget to try the Italian pop up restaurant by the pool!
Stayed 7 nights in Feb 2024
Response from Management area on Mar 5, 2024
Hello Mrs. GloriaThank you for sharing your experience with us! We're thrilled to hear that you had a great week at our resort and that you enjoyed the location and the service provided by our staff members, especially Antonio, Miguel, and the restaurant team near the water. Your kind words will be shared with them, and we're glad they contributed to making your stay memorable.We apologize for the inconvenience you encountered with your room requests. Your feedback regarding the reception experience has been noted, and we will address this matter internally to ensure smoother communication and accommodation of guest requests in the future.We're delighted that you had a wonderful time overall, and we appreciate your recommendation of the Italian pop-up restaurant by the pool. We hope to welcome you back for another enjoyable stay soon!We remain at your service

8/10 Good

Caleb

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello Mr. Caleb.Thank you for rating us, it is a pleasure to understand that you enjoyed your stay. We hope to have the pleasure of hosting you again in the near future.I remain at your service

8/10 Good

Todfeec

Travelled with partner
Liked: Staff & service, amenities
Disliked: Cleanliness
Cleanliness of the bathroom and leaking a/c
Stayed 5 nights in Feb 2024
Response from Management area on Feb 26, 2024
Dear TodfeecThank you for your understanding and objectivity in bringing these matters to our attention. We truly value your feedback, and we are committed to addressing the issues you raised to ensure a better experience for all our guests. Your input is invaluable as we strive to continuously improve our services and facilities. We look forward to the opportunity to welcome you back and provide you with the exceptional stay you deserve.I remain at your service

2/10 Terrible

AMANDA

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The receptionist was rude and not helpful. Room was "tropical view" which was overlooking a cement pad and next to a diesel truck shop so the room smelled of diesel fuel and the shop was active so there was a bunch of yelling and machine/tool noises. We asked to pay for a better room or be moved to literally any other room and "there was nothing they could do for us". Food was terrible at 2 of the 3 restaurants. Will NEVER return to this hotel. Cozumel as a whole was great. Downtown area was fun and felt safe.
Stayed 6 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello AmandaWe deeply regret hearing about the difficulties you faced during your stay. It's truly disappointing that your experience didn't meet your expectations, especially with regards to the room location and the quality of our reception service. Please accept our sincere apologies for any inconvenience caused. Rest assured, we take your feedback seriously, and our front desk manager will be evaluating all staff to ensure that incidents like this are addressed and prevented in the future. Your feedback is invaluable to us, and we will use it to improve our services and ensure a more pleasant experience for our guests in the future. We sincerely hope to have the opportunity to welcome you back and provide you with the exceptional experience you deserve.I remain at your service

4/10 Poor

Megan

Travelled with family
Liked: Cleanliness
Our first stay at Sunscape Sabor but a regular at Secrets Aura. It will be our last. We had 2 rooms and really struggled with one of them. The AC wasn’t working, the shower heads were full of calcium/mineral buildup so water trickles, an ant problem that we needed sprayed multiple times, the food was inedible and We ended up having to leave the resort everyday, and lastly my daughter had 2 things stolen from her room. I tried giving the resort the benefit of the doubt and thought maybe it was “accidentally taken” and no one would help us. Just said they don’t know where it’s at, never an apology or asking how much it was worth. Overall a bad experience and will not be back to this resort.
Stayed 7 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello Mrs. MeganWe appreciate your feedback and regret to hear that your recent stay at Sunscape Sabor did not meet your expectations. Your comfort and satisfaction are our top priorities, and we are sorry for any issues you experienced during your visit. We take all guest concerns seriously and are committed to addressing them promptly. Please know that we are always here to assist our guests, even when they are not on the property, and we will take strict action to ensure that similar incidents are avoided in the future. We value your feedback and hope to have the opportunity to welcome you back for a more enjoyable experience.I remain at your service

8/10 Good

Maria

Even though the hotel had gotten smaller , the service was super. It is a family hotel but they have made it possible for people who might not enjoy using a buffet that is frequented by children to go to another buffet that was just for adults. I really appreciate that. The food was good for an entry level hotel. I quite enjoyed the variety of the foods
Stayed 20 nights in Jan 2024
Response from Management area on Feb 26, 2024
Dear Maria,Thank you for sharing your feedback with us! We're delighted to hear that you appreciated the excellent service during your stay. We understand the importance of catering to different preferences, and we're glad you found our separate buffet for adults to be accommodating. It's wonderful to know that you enjoyed the variety of food options available. We hope to have the pleasure of welcoming you back for another enjoyable stay in the future!I remain at your service

10/10 Excellent

Sydney, NA

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
If you are looking for a cost effective option for a quiet resort with beautiful snorkelling and swimming, this is for you! The amenities or food is nothing extra ordinary but no complaints. The staff is very friendly. Special shout out to Enrique the bell hop who was extremely helpful. We enjoyed the free bike rentals and felt very safe off the resort as well.
Stayed 3 nights in Jan 2024
Response from Management area on Feb 26, 2024
Hello SydneyThank you for sharing your experience with us! We're thrilled to hear that you enjoyed the tranquil atmosphere, beautiful snorkeling, and swimming during your stay. It's wonderful to know that our friendly staff, including Enrique, contributed to making your time with us memorable. We're glad you appreciated the complimentary bike rentals and felt safe exploring off the resort. We hope to welcome you back for another enjoyable stay in the future!I remain at your service

4/10 Poor

Robert Frederick

Disliked: Staff & service, property conditions & facilities
food was terrible service was poor rooms are dated but the pool and beach were good.no access to fitness room unless you were staying at secrets next door
Stayed 6 nights in Jan 2024
Response from Management area on Feb 6, 2024
Dear Robert Frederick,Thank you for taking the time to provide us with your feedback regarding your recent stay. We sincerely apologize that your experience did not meet your expectations.We appreciate your compliments about our pool and beach facilities. However, we are truly sorry to hear about your dissatisfaction with the food quality, service, and room condition. Please know that we take your comments seriously and will address these issues with our team to ensure improvements are made.Regarding the fitness room access, as a guest at Sunscape Sabor Cozumel, you have complimentary access. the fitness center is located on Sunscape Sabor Cozumel next to the spa.Once again, we thank you for sharing your concerns, and we hope to have the opportunity to welcome you back in the future for a much-improved experience.I remain at your service

6/10 Okay

Kris

Stayed 1 night in Jan 2024

2/10 Terrible

BENETTA LOUISE, Garland

Travelled with group
Disliked: Cleanliness, staff & service, amenities
The food was absolutely horrible- the service staff ignored everyone - we had to get our own water from the staff counter. The hotel tried both times we stayed to charge us or our friends for spa treatments THAT WE NEVER USED! Not one staff member seemed to care about snuff being spit all over the place. Huge palms fell multiple times each stay on the walking paths - thank goodness no one got hurt. My opinion THIS PLACE SUCKS!
Stayed 7 nights in Nov 2023
Response from Management Area on Jan 24, 2024
Dear Louise,We sincerely apologize for the disappointing experience you had during your stay at the hotel. Your feedback is concerning, and we appreciate you bringing these issues to our attention.It's disheartening to read about the problems you encountered with the food quality, service, cleanliness, and safety concerns related to falling palms. This does not align with the standards we aim to uphold, and we sincerely regret the impact it had on your overall experience.Please be assured that your comments will be shared with the relevant departments to address and rectify the issues you have highlighted. We take guest feedback seriously, and your insights provide valuable information for our ongoing efforts to improve.We understand the importance of creating a positive and enjoyable environment for our guests, and we apologize for falling short in meeting your expectations. If there's anything specific you would like to discuss or if you have additional details to share, please feel free to contact us directly so that we can address your concerns more effectively.We value your feedback, and we hope to have an opportunity to regain your trust during any future visits. Thank you for bringing these matters to our attention.

6/10 Okay

Christoforos

Liked: Staff & service
Was ok. Limited F&B options. They put 4 cans of beer in the fridge first night and wouldn’t fill it the next night. All inclusive? Carlos in the one restaraunt was great and the other bar guys were great. Not worth the $
Stayed 2 nights in Jan 2024
Response from Management area on Jan 24, 2024
Dear Christoforos,Thank you for taking the time to share your feedback about your recent stay with us. We appreciate your comments and regret to know that your experience fell short of expectations in certain aspects.We apologize for any inconvenience you encountered regarding the limited food and beverage options, as well as the issue with refilling the fridge. Your feedback is valuable, and we will review these matters with our team to ensure improvements are made.It's great to read that Carlos and the bar staff provided excellent service. We will make sure to pass on your compliments to them.We take all guest feedback seriously, and we appreciate your insights as they help us identify areas for enhancement. If there's anything specific you would like to discuss further or if you have additional details to share, please feel free to contact us directly.We hope to have the opportunity to welcome you back and provide you with an improved experience.

6/10 Okay

Jason, Thunder Bay

Travelled with family
Dining very limited. Having a buffet restaurant on site that does not allow minors is the most ridiculous thing I’ve ever seen on a resort. Not enough loungers around pool or on the beach. Front desk very unhelpful whenever we asked a question.
Stayed 7 nights in Jan 2024
Response from Management Area on Jan 17, 2024
Dear Jason,Thank you for taking the time to share your feedback regarding your recent stay at our resort. We sincerely apologize for any inconvenience or frustration you experienced during your time with us.It's disheartening to know that the dining options were limited and that the buffet restaurant's policy regarding minors impacted your experience. We understand the importance of having a variety of dining choices to suit all preferences, and we will certainly consider your comments as we strive to enhance our offerings.We also apologize for any challenges you faced with regard to loungers around the pool and on the beach. Your comfort is of utmost importance to us, and we will work to address this concern to ensure a more enjoyable experience for our guests.Additionally, we regret if the front desk did not meet your expectations in terms of assistance and helpfulness. We will use your feedback to improve our service and ensure that all guests receive the support they need during their stay.We appreciate you bringing these matters to our attention, and we hope that despite these challenges, you were still able to enjoy some aspects of your time in Cozumel. If you have any specific details or anything else you would like to share, please feel free to reach out to us directly.We hope to have the opportunity to welcome you back in the future.

6/10 Okay

Dov

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Check in is at 3 they didnt give us the room before 3:30 kept on telling us its not ready. when it was even though we were sitting right in front of the desk they didn't tell us the room is ready only if asked. front desk was not helpful
Stayed 1 night in Jan 2024
Response from Management area on Jan 8, 2024
Dear Dov,Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience you experienced during your check-in process. Providing a seamless and timely check-in experience is a priority for us, and we regret that we fell short of your expectations in this regard.Your feedback is valuable, and we will address this issue with our front desk team to ensure that such situations are handled more efficiently in the future. We appreciate your understanding and hope that the rest of your stay was enjoyable.If there's anything specific you would like us to address or if you have additional feedback, please feel free to share. We value your insights and strive to improve based on our guests' experiences.We hope to have the opportunity to welcome you back for a more positive experience in the future.

6/10 Okay

Fabian

Travelled with family
The Hotel claims is family friendly but there are only allowed in 2 of the restaurant and these to are the worst of them. The "best" restaurant is only for adults.
Stayed 6 nights in Dec 2023
Response from Management Area on Jan 5, 2024
Dear Fabian,Thank you for taking the time to share your feedback with us. We appreciate your comments and would like to address your concerns regarding the aspect of our resort.We understand the importance of creating a positive experience for all our guests, including families. We apologize if the restaurant's limitations for families impacted your overall satisfaction. Your feedback is valuable to us as we continually assess and enhance our services.We will share your comments with our management team for review and consideration. Guest input is crucial in helping us make improvements to better meet the needs and expectations of our guests.If there's anything specific you would like us to address or if you have additional comments, please feel free to reach out. We value your perspective and strive to ensure a pleasant stay for all our guests.Thank you for choosing our resort, and we hope to have the opportunity to welcome you back in the future, providing an improved experience.

10/10 Excellent

Brian

Stayed 5 nights in Dec 2023
Response from Management Area on Jan 22, 2024
Dear Brian, thank you for choosing Sunscape Sabor Cozumel!

8/10 Good

Anthony

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I like the look of the property itself. You can that the staff took pride in the appearance of the property. What I did not like, the beach was small with limited lounge chairs and did not get to enjoy the beach. By the bathrooms, you can smell the sewage from the bathroom that was not good.
Stayed 4 nights in Dec 2023
Response from Management area on Dec 28, 2023
Dear Anthony,Thank you for taking the time to share your thoughts on your recent stay at our property. We are pleased to know that you appreciated the aesthetic appeal of the property and that the staff's efforts in maintaining its appearance were evident.However, we sincerely apologize for the challenges you encountered, particularly the limited lounge chairs on the beach and the unpleasant smell. Your feedback is important, and we assure you that we will address these issues promptly to enhance the overall guest experience.If there are specific details you would like to share or if there's anything we can do to make amends, please feel free to contact us directly. Your insights are valuable, and we hope to have the opportunity to welcome you back for a more positive experience in the future.Thank you for bringing these matters to our attention, and we appreciate your understanding.

2/10 Terrible

Jenna

Stayed 4 nights in Dec 2023
Response from Management Area on Jan 8, 2024
Dear Jenna,Thank you so much for staying with us. If you are willing to share more information about your last stay, please, do not hesitate to contact us.

4/10 Poor

Beverly

Travelled with family, Travelled with group
Disliked: Staff & service, amenities, property conditions & facilities
The initial impression was luxury, but from there it was down hill. Our room had maintenance issues that were never addressed. All around the resort there were repairs that needed fixing. The beach area was very limited on loungers and many of them were broke. Really no place to relax and play board games, since the weather was restricting beach time. Dining was terrible, it was the exact same food every meal at every dinning area.
Stayed 7 nights in Dec 2023
Response from Management area on Dec 22, 2023
Dear Beverly,Thank you for sharing your feedback regarding your recent stay at our resort. We sincerely apologize for the challenges you experienced during your visit, and we appreciate you bringing them to our attention.It is disheartening to know that your initial impression of luxury was not sustained throughout your stay due to maintenance issues, repairs needed around the resort, and limitations in the beach area. We understand the importance of a seamless and comfortable experience, and we regret falling short of your expectations.Additionally, we apologize for any dissatisfaction with the dining options. Providing diverse and high-quality meals is a priority for us, and we will review our offerings to ensure a better culinary experience for our guests in the future.Your comments are valuable in helping us address areas for improvement, and we assure you that your concerns will be shared with the relevant departments for further evaluation and corrective action.We hope that despite the challenges you encountered, there were still enjoyable moments during your stay. If you would consider giving us another opportunity, we would be honored to welcome you back and provide an enhanced experience.

6/10 Okay

Thaddeus

Stayed 3 nights in Dec 2023
Response from Management Area on Dec 22, 2023
Thaddeus, thank you so much for staying with us!

10/10 Excellent

nicole

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Management area on Dec 22, 2023
Nicole, Thank you so much for choosing Sunscape Sabor Cozumel!

6/10 Okay

William

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was OK and all food was mediocre. Not enough beach chairs or beach towels to accommodate guests so I’m glad we at least had an oceanfront room on the beach.
Stayed 4 nights in Dec 2023
Response from Management area on Dec 22, 2023
Dear William,Thank you for taking the time to share your thoughts on your recent stay at our resort. We appreciate your feedback and regret to learn that your experience, particularly with the food and beach amenities, did not meet your expectations.We understand the importance of providing a variety of high-quality dining options, and we apologize if the food fell short during your visit. Your comments regarding the availability of beach chairs and towels are also noted, and we will review our procedures to ensure a more seamless experience for our guests.Guest satisfaction is our top priority, and your feedback is invaluable in helping us identify areas for improvement. If you have any additional comments or specific suggestions, please feel free to share them with us.We hope that there were still enjoyable aspects of your stay, and we would be grateful for another opportunity to welcome you back and provide an enhanced experience.

2/10 Terrible

Radhames

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Management Area on Dec 22, 2023
Radhames, we wish we knew more about your last stay with us!

4/10 Poor

Kati

Travelled with family
Disliked: Amenities, property conditions & facilities
DO NOT RECOMMEND. Food was horrible and they don’t give you many options at all. Our room kept losing AC and water off and on for 2 days. The staff was rude to us when we asked them about it. They don’t restock your mini fridge either.
Stayed 5 nights in Dec 2023
Response from Management area on Dec 12, 2023
Dear Kati,We sincerely apologize for the disappointing experience you encountered during your stay at our hotel. Your feedback is deeply concerning, and we regret that we fell short of meeting your expectations. Please accept our apologies for any inconvenience caused.We understand the importance of a comfortable and seamless stay, and we regret the issues you faced with the AC, water, and the service provided by our staff. Your comments will be shared with our management team for immediate review and action to address and rectify the issues you mentioned.Rest assured, we take your concerns seriously, and we will use your feedback to improve our service offerings and ensure a more pleasant experience for our guests in the future.If there's anything more you would like to share or if there are specific details you would like to provide, please feel free to contact us directly. We appreciate your feedback and hope to have the opportunity to make amends and regain your trust in the future.

2/10 Terrible

Chad

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 7 nights in Dec 2023
Response from Management area on Dec 12, 2023
Dear Chad we wish we knew more about your stay.

10/10 Excellent

Jose De La

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Nov 2023
Response from Management Area on Dec 12, 2023
Jose, agradecemos por elegirnos para disfrutar sus vacaciones!

10/10 Excellent

Kimberly

Travelled with partner
Liked: Property conditions & facilities
I thought it was great for snorkeling and swimming. Some of the best on the whole island. Plus the food is great! Several restaurants, and best to get to meals early when everything is fresh. Bed room ok but perfect for beach. Bed a little hard, but not bad. Service is excellent ! If I come back to Cozumel I would stay here again
Response from Management area on Dec 12, 2023
Kimberly,Thank you for taking the time to share your positive experience at our hotel. We are delighted to know that you enjoyed the snorkeling and swimming, considering it among the best on the entire island. Your compliments on the food, with the recommendation to enjoy meals early, are truly appreciated.We are glad you found the service excellent, and it's wonderful to know that you would consider staying with us again if you return to Cozumel. Your feedback is valuable to us, and we look forward to the opportunity to welcome you back for another enjoyable stay.If there's anything specific you would like to highlight or if you have any suggestions, please feel free to share. Thank you for choosing our hotel, and we hope you have many more wonderful experiences with us.

8/10 Good

philip

Travelled with partner
Liked: Staff & service, property conditions & facilities
Great place. Amazing snorkeling. Lots of dining options of you upgrade to preferred (totally worth it)
Stayed 4 nights in Dec 2023
Response from Management area on Dec 12, 2023
Dear Philip,Thank you for taking the time to share your positive experience at our hotel. We are thrilled to know that you found it to be a great place with amazing snorkeling. Your appreciation for the dining options, especially the upgrade to preferred, is truly valued.We are delighted that you had a memorable stay, and we appreciate your recommendation. If there's anything specific you would like to highlight or if you have any suggestions, please feel free to share. We look forward to the pleasure of welcoming you back for another enjoyable stay in the future.Thank you for choosing our hotel, and we hope you have many more fantastic experiences with us.

2/10 Terrible

Doug

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Very different resort than it was pre-Covid. My first room had large patches of black mold on the walls and was in an extremely noisy area. It took 3 days before they would move me. Refridgerator didn’t work and we had multiple power outages at the resort. Food was mediocre at best, a huge step down from Fiesta Americana. They also charged us a daily ‘pier fee’ because we didn’t use their dive operator. Would not recommend this ‘resort’. Seriously overpriced for what you get.
Stayed 7 nights in Nov 2023
Response from Management Area on Dec 7, 2023
Doug,We sincerely apologize for the challenges you faced during your recent stay at our resort. It is disheartening to learn about the issues with your initial room, including the presence of black mold and the noise disturbance. This falls well below the standard of service we aim to provide, and we apologize for the inconvenience caused.We also regret the problems with the refrigerator, the power outages, and any dissatisfaction with the food quality. Your feedback is invaluable, and we will use it to address the areas that need improvement to ensure a better experience for our guests.Regarding the 'pier fee,' we appreciate your bringing this to our attention. We will thoroughly review our policies to ensure clarity and fairness in all charges. This feedback is crucial for us as we strive to enhance our services and facilities.We understand your disappointment, and we are truly sorry for any impact this may have had on your overall impression of our resort. Rest assured that your comments will be shared with our management team for immediate attention and improvement.If there's anything more you would like to share or if you have additional details to provide, please feel free to reach out to our customer service team. We value your feedback, and your satisfaction is important to us.Once again, we apologize for falling short of your expectations, and we hope to have the opportunity to welcome you back in the future and provide the experience you deserve.

10/10 Excellent

Jason

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Basic resort food, nice beach, very safe, amazing staff, right on the beach, Food after midnight was steam tables and empty one night. Drinks are not overpowering being a kid friendly area so nobody lost control. Was a great week
Stayed 9 nights in Nov 2023
Response from Management Area on Dec 7, 2023
Dear Jason,Thank you for taking the time to share your thoughts about your recent stay at our resort. We appreciate your feedback and are delighted to know that you had an overall positive experience.It's wonderful to know that you enjoyed the nice beach, felt safe, and had interactions with our amazing staff. Providing a safe and enjoyable environment for our guests is our top priority, and we are glad to learn that you felt well taken care of.We also appreciate your feedback on the food options, and we apologize for any inconvenience you experienced. Your comments are valuable, and we will use them to improve our services.We are pleased that you had a great week with us, and we hope to have the opportunity to welcome you back for another enjoyable stay. If there's anything specific you would like to share or if you have any further suggestions, please feel free to reach out to our customer service team.Thank you once again for choosing our resort, and we look forward to hosting you in the future.

4/10 Poor

Lukasz

Travelled with family and small children
Liked: Cleanliness
Overall the resort is fine but my stay was tainted by misinformation about child care service. My entire trip depended on availability and hour of operations of that service. The resort website advertises availability of childcare. I confirmed that information over email. When we arrived it occurred that the service is not included in the price of the stay and the hours of operations were not as communicated before, which prevented me to participate in pre-planned activities.
Stayed 8 nights in Nov 2023
Response from Management area on Dec 7, 2023
Dear Lukas,Thank you for taking the time to share your feedback about your recent stay at our resort. We sincerely apologize for any inconvenience you experienced due to the misinformation about our childcare services. Your comments are important to us, and we appreciate your bringing this matter to our attention.We understand the significance of accurate information, especially when it comes to childcare services. We apologize for any confusion or frustration caused by the discrepancy between the information provided over email and the actual services available. We will review our communication processes to ensure that guests receive accurate and consistent information regarding childcare services and their associated costs.Our aim is to provide a seamless and enjoyable experience for all our guests, and we regret that this aspect of your stay fell short of your expectations. Your feedback is valuable as it helps us identify areas for improvement.We hope that despite this issue, you were able to find some enjoyment in your overall stay with us. We appreciate your understanding and thank you for choosing our resort.If you have any further concerns or if there's anything else we can assist you with, please feel free to contact us.

10/10 Excellent

Lusiana

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Sandy beach
Stayed 3 nights in Nov 2023
Response from Management Area on Dec 4, 2023
Dear Lusiana, thank you for your recent stay with us! We are glad that you enjoyed our beautiful beach!

4/10 Poor

Chris

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 6 nights in Nov 2023
Response from Management area on Dec 4, 2023
Dear Chris, thank you for your stay. However, we wish we knew more about your recent stay.

4/10 Poor

Genesis, Richmond

Disliked: Cleanliness, staff & service
Food was not good at all, and very few dish choices.
Stayed 4 nights in Nov 2023
Response from Management Area on Dec 4, 2023
Dear Genesis,Thank you for taking the time to provide feedback on your recent stay with us. We sincerely apologize that the food options did not meet your expectations, and we appreciate your candid review.Please know that your comments are valuable, and we take them seriously. Our f&b team is continuously working to enhance the variety and quality of our offerings, and your input will be shared with them for further review and improvement.We understand that dining is a significant aspect of the overall guest experience, and we regret that we fell short in this regard during your stay. Your satisfaction is important to us, and we will strive to make necessary adjustments to ensure a more enjoyable dining experience for our guests.If you have any specific details or suggestions you would like to share regarding your dining experience, please feel free to provide more information. Your insights are essential in helping us refine our services.Once again, we apologize for any inconvenience you may have experienced with the food options, and we hope to have the opportunity to better serve you in the future.

6/10 Okay

Scott

Travelled with partner
Disliked: Amenities
The food was basic and consistently the same. The deluxe ocean view was a basic hotel room with a view.
Stayed 5 nights in Nov 2023
Response from Management area on Dec 4, 2023
Dear Scott,Thank you for taking the time to share your feedback with us. We appreciate your honest review of your experience at our resort.We are disappointed to learn that the food options did not meet your expectations and that you found the deluxe ocean view room to be basic. Your comments are valuable, and we take them seriously as they highlight areas where we can make improvements.Please be assured that we will review your feedback with our team to address the concerns you have raised. Our goal is to provide a diverse and high-quality dining experience, and we regret that we did not meet your expectations in this regard.We understand that the room experience is an essential aspect of your stay, and we apologize if the deluxe ocean view room did not provide the level of comfort and amenities you were anticipating. We will use your feedback to assess and enhance our offerings.We appreciate your insights, and we hope to have an opportunity to welcome you back in the future. If there are specific details you would like to share or if there's anything else we can do to address your concerns, please feel free to provide more information.Thank you for choosing our resort, and we apologize for any inconvenience you may have experienced.

2/10 Terrible

Francisco Alfonso

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This place should be shut down, we were able to upgraded to Dreams Hotel after seeing the old run down dirty room and the whole facility!
Stayed 5 nights in Nov 2023
Response from Management Area on Dec 4, 2023
Mr. Francisco,Thank you for sharing your experience with us, and we sincerely apologize for the disappointment and inconvenience you encountered during your stay at our resort.We understand your concerns about the condition of the room and the overall state of the facility. It is distressing to learn that we fell short of meeting your expectations, and we appreciate your feedback as it highlights areas that require immediate attention.Please be assured that we take your comments seriously, and we will be conducting a thorough investigation into the issues you have raised. Your feedback will help us identify areas for improvement and implement corrective measures to prevent similar occurrences in the future.We are glad to know that you were able to move to Dreams, and we hope that your experience there was more in line with your expectations. However, we regret that we were unable to provide you with a positive experience during your time at our resort.We appreciate your understanding and patience, and we apologize for any inconvenience you may have experienced. If there are additional details or specific incidents you would like us to address, please feel free to provide more information.Thank you for bringing these matters to our attention, and we hope to have an opportunity to regain your trust in the future.

8/10 Good

Sandra

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beach Time
This was our second time staying at Sunscape Sabor and we are glad we came back. This is a Hyatt owned property and it’s very well managed. All of the concerns and issues we had last year had all been addressed like the poor shower pressure, towel replacement, and lack of beach service or room service - those are all things they have now. In addition, all of the staff are excellent, very courteous and professional. We enjoyed the food mostly, especially the fresh salads available at lunch and dinner, and the wonderful assortment of fresh fruit and made to order eggs for breakfast. And although our room did not have a coffee maker, the new coffee shop cafe was a welcome addition. We are divers and enjoy staying here because of the on-site dive company and close proximity to the reef. However one of our big disappointments was Dive House (bad equipment and dive site selection) but fortunately Dive Palancar also has a shop on the premises and they are awesome!!!
Stayed 7 nights in Nov 2023
Response from Management area on Nov 20, 2023
Dear Sandra,Thank you for taking the time to share your positive experience during your second stay at Sunscape Sabor Cozumel. We are thrilled to know that you returned and found that your concerns and issues from the previous year were addressed, showcasing our commitment to improvement.It's wonderful to know that the staff provided excellent service, and we are delighted that you enjoyed the food, including the fresh salads, assortment of fresh fruit, and made-to-order eggs. We appreciate your understanding regarding the absence of a coffee maker in your room, and we are glad that coco café added value to your stay.We understand the importance of a great diving experience, and we apologize for any disappointment with Dive House. On a positive note, we are delighted that Dive Palancar, located on the premises, provided an awesome diving experience for you.Thank you for your loyalty and for choosing Sunscape Sabor for your stay. We look forward to welcoming you back for another memorable experience, and we appreciate your feedback as it helps us continually enhance our services.

8/10 Good

Elsa

Liked: Cleanliness, staff & service
Stayed 8 nights in Nov 2023
Response from Management Area on Nov 20, 2023
Dear Elsa, we thank you for choosing our resort for your recent getaway. We appreciate your support.

4/10 Poor

Jessica Renee

Travelled with family, Business traveller
Disliked: Amenities, property conditions & facilities
The food at the restaurant was amazing, however the staff was always friendly and the property it's didn't have anything to do.
Stayed 3 nights in Nov 2023
Response from Management area on Nov 16, 2023
Dear Jessica,Thank you for taking the time to share your feedback about your recent experience at our resort. We are delighted to know that you enjoyed the food and found our staff to be friendly.However, we also noticed your mention that the property itself didn't have anything to do. We apologize if certain aspects of the property did not meet your expectations. We continuously strive to enhance our guests' overall experience, and your feedback is valuable in this regard.If there are specific areas you were expecting and did not find, we would appreciate more details to understand how we can improve and meet the expectations of our valued guests.We genuinely appreciate your patronage and hope to have the opportunity to welcome you back in the future, providing you with an even more enjoyable and satisfying experience.

8/10 Good

Donna

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Second time here. We love it for the beach and pool. We are not picky eaters but the food could be better. We had to ask for a hairvdryer, shampoo and conditioner upon arrival.
Stayed 7 nights in Nov 2023
Response from Management area on Nov 15, 2023
Dear Donna,Thank you for choosing to stay with us for the second time and for taking the time to share your feedback. We are delighted to know that you love our beach and pool areas.However, we sincerely apologize for the oversight in not providing a hairdryer, shampoo, and conditioner upon your arrival. This does not align with our usual standards of service, and we appreciate your understanding. We have shared your comments with our housekeeping team to ensure this is addressed promptly.In terms of the food, we value your input, and we will review our culinary offerings to see where we can make improvements to enhance the overall dining experience for our guests.Your satisfaction is our priority, and we hope to have the pleasure of welcoming you back for a third visit, where we aim to exceed your expectations in all aspects of your stay.

4/10 Poor

Tiffany

Liked: Staff & service
Disliked: Cleanliness
Stayed 4 nights in Nov 2023
Response from Management area on Nov 15, 2023
Dear Tiffany, we appreciate your choosing, we wish we knew more about your stay.

10/10 Excellent

Hector Miguel

Stayed 2 nights in Nov 2023
Response from Management Area on Nov 15, 2023
Dear Hector, thank you so much for staying with us!