We Just returned from our vacation atCozumel , stayed at Sunscape in an ocean view room, not bad had hot shower and good AC . Loved El Patio Dinner .Our Waiter Luis was amazing ,sense of humor , the first night there at Elpatio we requested cocunt Shrimp which was no longer on there menu ,Luis stated come tommorow ill see what i can do . We went the next night and had our cocunut shrimp , it was AMAZING, the next 2 night s which Luis told us to Return he would make something special, and he did he made a salad at our table and grilled shrimp . SOOO GOOD, both nights we didnt even order from menu he just gave what he thought was best . The resort was clean ,lot s to see snorkling on this beach , relaxing ..Went to Secrets in September these resorts are side by side i recommend either one .. Thanks Luis for a great time and great Meal. Well see you soon.
Lisa Neal/Loyd Neal
First let me start off by saying myself nor my boyfriend are materialistic uppity people so it takes a lot for us to get upset. We laugh at the little things, but, when the little things keep happening they eventually turn into big things & that's when enough is enough. We have been to other resorts in the past so we know what is expected at an all-inclusive resort
Upon check-in (not until 3pm) we waited 2 hours for our room to be ready. We wasted time by walking around the resort. We were of course stopped by the people who try to sell you $200 "coupons" if you basically want to be sold on a timeshare. I knew this was coming due to reading up on this scam so we were prepared. Just so they would leave us alone the rest of the stay, we humored them and listened to their spiel (we learned that doesn't matter b/c they bug you everyday and it got to the point we had to reroute our walk to the room to avoid them). We kindly denied and walked away. I feel this is all where the bad stuff started that kept happening to us.
Our room was not the room I requested. I asked for 2nd floor w/ king bed. We got 1st floor w/ 2 double beds. We had to wait for 2 days until our correct room was available. Our 2nd room had as I requested and then some. The a/c unit was terribly loud and looked like it was ready to fall off the wall. We asked 2 times for them to look at it. We returned to the room from dinner and after the 2nd time of asking to fix it the a/c was just turned off. Apparently, this was their way of "fixing i"t. The 1st room at least had a small table & 2 chairs, yet our 2nd room was missing a chair. The rooms are basic rooms are very small.
The bathroom mirror had brown paint splattered all over it! How does that even happen? A bottle of wine with 2 wine glasses and a plate of apples was delivered to us on behalf of the manger. We thought that was a nice gesture that they thought about it for the inconvenience. Our luggage was then brought up to us and the wine and glasses taken out by the bell-boy who said "sorry wrong room". My boyfriend and I just laughed because it was ridiculous. I could care less about the $10 bottle of wine, it's the point of being cared about. The water in the shower changed temperature from freezing cold to scolding hot. The light outside the room was not working and was just hanging there by wires. The bed was a typical hard resort bed. The bed-boxspring looked like it could be replaced several years ago.There was no wi-fi and if you wanted it then you had to pay. The mini fridge was barely cold and not stocked the last 2 days we were there. I even called the front desk & they said it will be done. However, it was not.
Our 1st Apple rep was not very helpful or understanding. He just shrugged off our issues after telling him, then proceeded to try to sell us excursion packages.
The drinks were fine. Nothing special unless you like rubber-bands in your drink! YES! My boyfriend ordered a drink and found part of a rubber-band in it! The food was ok. Not very hot at the buffets and the menus were small at the restaurants. One night the dessert at the buffet had dead mosquitoes laying on the plates and on the food. An employee did come out and remove it. On that note, bring bug spray with you or you will get eaten alive.
There is an adult-only sister resort, Secrets, next door that you are allowed to walk around and use their pools...but not eat there. We even thought about coming back to stay at Secrets the next time. It was very nice from what we can tell with multiple pools with swim-up bars. There are no swim up bars at Suncanpe to which I slightly understand because it was a family resort. Still the one smaller pool could have had one.
Remember your room number because they ask for it every time you dine. There are no wristbands.
Most of the staff was friendly and said hi. Others you could tell hated their job and made eating feel uncomfortable. We had an awesome bar-tender, Mario, and a super great server, Marlon, who would bring us drinks and food without even asking us. He cared to know us that well! That was fantastic service. The activities/ entertainment was pretty good. The fire show was exciting to watch. They have free snorkeling and kayaking tours there which is just an hour along the beach. I would recommend bringing your own snorkeling gear. The beach is rocky so bring water shoes. Snorkeling was very nice and pretty, we did it twice. The staff kept the beach seaweed-free everyday. I just wish there weren't so many water sports and boats constantly going back and forth along the beach. They were pretty close so if you want a quiet relaxing beach during the day then that's not a good place for that.
The bigger pool of the two at the resort needed some maintenance attention, such as missing tiles along the wall and exposed light fixtures. I would not have been comfortable putting my daughter in that pool if she went with us.
The gym was nice and was kept cool that had newer equipment. The TVs in the gym didn't seem to work so bring your own music . The resort itself if smaller than most we've been to. Which can be nice because you don't have to walk very much to get to your destination. Some of the restaurants are hidden. You did not need to make reservations for dinner at the restaurants, but, get there early or you will be waiting for a bit. The pool and beach had enough lounge chairs. Claim your spot early because there are not many shaded spots. There were always enough towels for the pool and beach. It was nice not having vendors walk along the beach trying to sell you stuff.
There is a beach bar/grill called Carols and Charlies down the beach, a 15 minute walk that is not included with the resort. An employee from there walked around the beach handing out pamphlets for a free drink with meal purchase.
Now our last full day there we decided to just enjoy what was left of our stay. We stayed around the pool most of the day. Of course we made a couple runs to our room to get items. It was 4pm and our room had seen no sign of a maid. Our room did not even get cleaned the day before either! FYI we learned later maid service is from 9-5!
So, the last time my boyfriend returned to the pool from the room he told me our luggage had been moved around in the room and still no maid service. That was the final straw. I immediately went to the front desk to speak to a manager. I explained everything to her most importantly our luggage being moved by someone. Luckily nothing was taken. The manager said she will talk to the maid manager and security. She was going to get a key log of our room and have the maid clean it. We had to come back in 30 minutes to look at the key log. I knew walking away that they would find "no one else was in the room".
We decided to try to relax and go eat then return back. We walked to Carlos & Charlies. We stood there and no one greeted us. I asked if we seat ourselves. A server said the kitchen closes at 4pm. I am not sure if he meant it closed at 4 then re-opens at 6 for dinner. That was not explained to us so we left. I was so irritated and ready to go home.
We returned to the front desk and asked for the manager we spoke with. The woman at the desk did not say anything, Nothing!!! For 20 minutes we stood there with no explanation as to what was going on. Another woman employee whispered something to the other lady while looking right at us. Very suspicious. Finally we were told the manager was in a meeting and will be right out. She showed us the key log which showed that we the only one to use the key to get in the room that day. I was livid. I knew it was butchered and I hate being lied to. She made excuses for everything. One excuse being there are a lot of new employees in training. Wow, that shows no faith in your staff. She apologized offering us a room upgrade, Too late, we were leaving the next day (not soon enough). She offered us a free room upgrade for the next time we book there. I could not believe she even thought we would want to come back to that resort.
Overall, I was very disappointed with most of my time there. It is frustrating to have our hard earned money pretty much thrown out the window. I've never in my life wanted to go home while on vacation!
This resort has potential. It will need a lot of upgrading/maintenance and more caring/honest employees.
We would like to return to Cozumel again just not at this resort or Secrets (knowing they are affiliated). Advice: Spend the extra money and go somewhere else.
Find Ricardo as soon as you get there! He is the best bartender at the resort and will take excellent care of you! Maximilian was an awesome waiter as well. The staff were very helpful and accommodating and our trip was amazing. The only bad thing was that we went deep sea fishing and had the chef at portofino prepare our catch for dinner. It was so salty we couldn't even eat it. If you have fish cooked make sure to tell them NO salt.
Excellent vacation. Friendliest staff I have ever seen. The food was excellent but not overly fancy. All prepared on site as far as we could tell. Most staff could speak good English and very hard working. You will find out what Island time means..not right away. Liked this resort over Secrets next door. If you like a party all night pick somewhere else. Bars shut down at 5:00 o'clock mostly except at the Seaside Grill. Very family friendly once you get past all the constant sales pitches which are mainly at the front of the resort.
This was our anniversary trip, and were were set to enjoy a 5 night/6 day trip away in a part of Mexico that we had never visited. We loved the island, and Sunscape Sabor had wonderful snorkeling and beautiful beaches. The food was very nice at The Patio, and the Market Cafe had a nice buffet dinner overlooking the ocean We loved the sunsets at dinner. Pizza Mario restaurant was not very high quality food and had a very limited menu (only pasta and pizza -- strangely no salads, so we walked up to Portofino Restaurant buffet to get a salad and bring it down to Mario's. The service there that day for lunch was also extremely slow.
Randy, our bell hop, greeted us and helped navigate a few problems we later encountered. He was top notch! Kenny, a server at the Market Cafe, was incredibly friendly and helpful. Karina, the hotel supervisor, was very professional and helpful. Ronaldo, a waiter next door at Secrets Resort (Windows Restaurant) was as classy as they get!
While the resort as a whole was positive, our room was VERY disappointing, not romantic, and really not acceptable at all for most basic hotel standards. Our first room (double bed Garden room) had no hot water; We were then moved to another room our second night (a King bed with partial ocean view). The room itself was okay, but not great. It had mildew on the shower window (was cleaned after notifying staff), but the tub and bathroom never felt resort quality -- more like a very cheap motel, unfortunately. The tub shower drained too slowly and was not fixed until the 2nd reminder, and still did not drain as quickly as it should have. The sink faucet was loose and was never fixed -- all were unacceptable for any hotel, especially a resort. After speaking with Karina, the front desk supervisor, she made our 5th night wonderful! It was our last night (and 3rd room), but an upgrade to a honeymoon ocean view suite, a complimentary couples massage, and a wonderful dinner next door at Secrets Resort (Windows Restaurant) made our last night wonderful. We appreciated the resort for the budget, but the rooms really NEED to be remodeled before guests should be staying in them (we were told that this is in process). The resort shows its age, and Sunscape owes its guest the very best experience possible every night -- not on the 4th of a 5 night stay. We'd love to give it a try again, but would need to have assurance of some significant changes in room quality.
Our anniversary trip was wonderful because of our time together, but could have (and should have) been a much higher quality experience.