Sunscape Cancun All-Inclusive Resort & Spa by Hyatt

Well the hotel is really nice and a great location. Drinks are all branded such as names etc. no straws with drinks though, the rooms are a bit dated for a Hyatt hotel and the week prior we stayed at the Hyatt Dreams Vista which was very modern and had a higher level of premium drinks such as Grey Goose etc. The food at the sunscape was very good. Could do with a few more umbrellas on the beach as the sun is very hot 🥵 but overall a very nice hotel and Jorge on reception was amazing and really helpful as they do not have a hospitality room if your checking out late. Oh we love the Candy Shop..

Overall a decent stay.

Booked this resort for our honeymoon as it was marketed as a n all inclusive venue and their pictures looked great. The problems started from check-in. We arrived a day late due to a flight connection failure but we attempted multiple times to contact the hotel via email to keep them updated. We provided updated arrival information and asked for airport transfers - the transfer was not arranged. We had asked for the room to be kept available so that we wouldn't have to wait for checkin when we arrived and we had paid for it, so it should havv been free. Check-in took for ever. When we finally got to speak to the reservation clerk, I asked about the honeymoon requests I had emailed the hotel about, prior to our delayed arrival. She had no knowledge of the requests and nothing had been arranged. When I started to get very frustrated with her about this, she became very hostile and abusive, even calling on the phone and whispering to who ever she had called. Eventually a manager sorted out a room - which was another dissapoitment. Paying for a suite and requesting a sea-view room shouldn't mean you have to stand on your balcony and lean off the edge to get a glimpse of water! And the sliding door was broken. Later that day we finally got an email response from the concierge appoligising for the failed response to our emails. All of them! I don't know who trains these useless front desk staff but telling someone to "calm down because this is not my fault" - when they are clearly very frustrated is NOT going to help. That is pouring petrol on a fire and likely to get similar results. Useless training and staff. Do NOT waste your money on "Dining Experiences" - absolutely shocking waste of money. We ordered a Surf & Turf with bottle of wine which in the description mentioned a bottle selected by their sommelier. Additional cost $1,800. We had a tour booked for the second day and when we found out the tour returned later than our booking time it took multiple attempts with more than 6 different staff before we could get the time moved. Again, emails were not replied to in any form of responsive way. The beef steak was so cold it was rubbish. The wine - that we paid $400 peaso for was some cheap rubbish you could get at the store for $50. No expert advice on the bottl either. Extremely disappointing. To finish on a highlight - some staff went above and beyond and should be commended. Unfortunately the experience was tainted by the majority of staff not having the same level of dedication or professionalism as the few. I do not know the name, but when we returned to our room after dinner the first night, one of the house maids had arranged the honeymoon welcome champagne and roses on the bed that had been requested in my first email. It made my wife's day, and after travelling 36 hours to get there really lifted her back into holiday spirit. What a pity it couldn't have been waiting for her when we arrived.