Sunscape Cancun All-Inclusive Resort & Spa by Hyatt

Everything is good except for the room is little bit old and no public hot tub

Great property for 3-4 night stay. We stayed for 8 nights and started to really feel the lack of more amenities. For example, there is no lounge area or bar with tables that you can set up your computer and get some work done or play cards/games with family/friends. There is only one venue with music at night - loud dance music. Would be nice to have some place to go at night for a cocktail and relax - but there is limited seating in the area with the loud dance music. And the volume makes it impossible to have a conversation over a glass of wine or whatever. Ditto around the pool. There are plenty of lounge chairs, but zero patio tables to sit at and eat/play cards/etc. Would also appreciate more readily available non-alcoholic drinks. For example, on a cruise ship there are the flavored water/soda/tea dispensers. And you can get a 16oz glass to fill. There were no such things available to this resort. Had to go to a bartender every time we wanted something to drink, then get a cup full of ice and about 4 oz of diet coke. Otherwise, the staff is very friendly, attentive and accomodating. The rooms are kept very clean. Wait staff in particular were great. Excellent service, especially at Viaggio, the Italian restaurant. Service there was fantastic. With the servers at Azul at night also being very good.

Great location. View from the room was perfect and the hotel had nice amenities.

Older building showed its wear & tear. The staff in all service areas were exceptionally friendly. Julio in the Candy Shop had a smile on him all day, every day. Great food options for everyone. 24/7 coffee shop was a smart idea. Entertainment throughout the day. My young adult girls would love a DJ night dance party for part of their stay instead of live singer every night. Only downfall - shower water was cold the entire week. could not get it warm no matter how long we ran it for.

This hotel was perfect for our 3 and 5 year old grandchildren. There were children’s waterslides, a playground, and entertainment in the evening for them. The beach had fine white sand and was very clean. The food was excellent and no reservations were needed for any of the restaurants, so we were able to walk in and eat when we wanted. The only negative thing was that the resort was fairly noisy. There seemed to be music playing everywhere and our room was located above the lobby bar. To be fair, the music stopped at 11 p.m. and it was quiet for the rest of the night. This is a great family resort.

Gift shop definitely over charges for simple items. Go elsewhere to shop. Room service also charges $10 delivery fee, hotel for an all inclusive still tries to get over on people. Better to stay at breathless and get the true all inclusive experience

When we arrived in the morning we couldn’t check in to our room until the evening. We didn’t have hot water for 3 days so complained and were upgraded. Met a few other people with the same issue. The resort seemed understaffed. We wouldn’t get a coffee until we had almost finished eating. Lucia at the buffet was so amazing and welcoming! The beach was gorgeous but the pool was a bit small for how many people were at the resort. The entertainment was good, and the food was good.

The housekeeping staff kept the room very clean. Restaurant staff were very attentive and made us feel special and recognized. We liked that there were plenty of loungers around the pool. However, we really wished there were some other lounges available with tables to sit at to either work on our computer, or play cards. Also, maybe a lounge with other music selection at night, quiet jazz type environment.

room cleaned every day and spotless/amenities were awesome/staff was courteous, friendly, very helpful/4th floor ocean view excellent except noise (banging) at night from improperly secured cabana coverings/food and drink options excellent with wonderful service/

I must emphasize that this is an excellent family resort!! My kids had an amazing time. I think if you see a complaint about this facility their expectations are unrealistic for the price point. For what we paid we could not have asked for a better time. I initially wanted to give 4 stars because we had a bad experience with the representative of AMSTAR on departure (they work with sunscapes and have an office in the lobby), but the hotel staff are extremely caring and attentive. They go above and beyond at every single opportunity. Ana helped to facilitate a fun birthday surprise for my husband in our room with balloons and cake. The food was great, again for an all inclusive it can sometimes be hard to find good food. But we enjoyed the food the entire trip, our favorite restaurant was Italian. I’m sure this feedback is repetitive but not allowing reservations can be a bit tough with kids. We had wait times for Italian and Mediterranean for 1.5 hours, so definitely plan accordingly. We found that eating dinner around 5:30 was the best time to avoid long waits. The beach although a bit rough at times was beautiful, the pools were fun and clean. Another mild complaint is not providing cabanas. You had to pay to use them, this was the first all inclusive I’ve been to where you had to do that, I don’t think anything should be an additional cost to be honest. There are plenty of chairs but they aren’t very comfortable after a while. It was a beautiful time, thank you!

The mugs and glasses are not clean enough. Food is mediocre. Some of the staffs are very helpful and friendly but some are not , the restaurants did not meet the standards of any of the Hyatt affiliated resorts or hotels.

Terrible food and drinks... Would not stay here again. Dirty room. Apparently after they build the new resort next door this place will get a well needed update. No exaggeration the ceiling was literally falling down after raining... Room was gross. Sofa was so disgustingly stained. No idea how the reviews were so high for this place. I feel cheated.

Rooms were very clean

Staff was great and good vibes. Wish there was better food option and better cleaning we found a couple cockroaches in our room

Room was spotless. We had a problem on we could hear absolutely everything in the hallways and the rooms next to us. The restaurants were great and the staff was great except in one restaurant where our waiter was rude.

Very clean

Staff were very friendly. Room hygiene was good. Food is delicious although wait time can be a bit long during peak dinner hour. Public washrooms aren’t the best but we just mostly return to our room to use the bathroom. Overall very satisfied with our stay

The staff were helpful and friendly. The food was excellent. There was so much to do. The room was comfortable and clean. Everyone worked hard to make our stay a great experience.

Very clean room and bedding.

Water came out from AC vent in the middle of night that impacted my whole next day. Though, the management assisted very well and cleaned the room.

The food, the beach and the room were very good. I was a little disappointed with the location of our room as we were assigned the second last room # 2628, which was quite a ways from the ocean not far from the road and overlooking the resort next door. The room was listed as an ocean view room but the only way to see the ocean was to go out on the balcony and look between the 2 buildings.

Older building showed its wear & tear. The staff in all service areas were exceptionally friendly. Julio in the Candy Shop had a smile on him all day, every day. Great food options for everyone. 24/7 coffee shop was a smart idea. Entertainment throughout the day. My young adult girls would love a DJ night dance party for part of their stay instead of live singer every night. Only downfall - shower water was cold the entire week. could not get it warm no matter how long we ran it for.

The resort was much smaller than I expected, even after online research. which in some ways was nice, you are always close to your room. Everything happens in the lobby area, music, shows etc. so it can be a bit crowded. The resort is on the older side, but well kept up and very clean. We enjoyed 90% of our food, acutally some of the better food overall compared to the many other resorts we have been to. Worsed for us was the beds and pillows- which is all personal preference, but both my wife I woke up with sore backs ever morning, somethinhg that really doesn't happen to us.

The hotel presented well but it had mechanical issues. The sliding door was so thin and cheap that it detached and banged all night in the wind. Maintenance “fixed” it the next day, but I could tell the bite left on the screw was so small that I expect it to detach again within a week. The outlets did not hold a US charging base securely in without propping. On the sixth floor, no matter what time of day it was and how long you ran the hot water: it never got hot. It was almost tepid but not quite. Other than than that it was clean, the beds were comfortable, and looked more upscale than I expected. The fact that there is only one small pool hurts because at a family resort there is no where to hide from the kids. The beach did not have anywhere near the number of umbrellas pictured on the web. Finally, while other hotels at least tried to clear the Sargassum mats of the sand, there was no effort made so, of course, there is a sulfur smell. The food was typical of an all inclusive resort: no better no worse. The staff was very helpful and polite.

Room was spotless. We had a problem on we could hear absolutely everything in the hallways and the rooms next to us. The restaurants were great and the staff was great except in one restaurant where our waiter was rude.

My first room 2566 smelled like mildew or mold advise front staff their was able to switch out my room which turned out to be a lot better then he first junior suite

The room was nice, the food was good, the beach is great (splurge for a cabana if you can). This is the second hotel in Cancun we have stayed at and was by far the better one.

Everything was pretty good with the exception of our room. There are no dressers or anywhere to put your clothes. There’s a closet with about 5 hangers. We had to keep our clothes in our suitcases.

The hotel was overall fair. Our first room had a slight smell coming from the AC, but when we asked to change rooms, the staff understood right away and moved us without any issue. The location is great, and the staff were friendly. For the price we paid, the hotel was okay, the room finishes weren’t amazing, but the accommodation was fine.

No hot water at times , no view

My wife and I recently stayed at Sunscape Cancun for our vacation. Overall, the amenities were solid and the hotel staff were consistently helpful and attentive, especially in the common areas and front-desk service. However, the experience in the restaurants was noticeably different. The restaurant staff did not seem welcoming or courteous during our visits. The level of service we received felt minimal, and it was hard not to question whether this treatment was tied to the fact that we are Asian. Regardless of the reason, the contrast in service quality between the restaurants and the rest of the resort was significant enough to affect our overall impression. Sunscape Cancun has good facilities and potential, but improving the hospitality and attitude of the restaurant teams would make a meaningful difference for all guests.

Resort was okay . Food is great especially the Italian restaurant. The waiters especially the men are so kind and friendly . I personally disliked the idea that you have to stand in line and wait to be seated at the buffet - Imagine needing breakfast and have to be in a line just to get a seat before getting your food . Resorts I’ve been to before you just find your own seat and a waiter approaches you within minutes . Secondly , the night entertainment is okay but there’s never enough seats for guests to enjoy any show . Overall , the people are good were my positive highlights . The hotel logistics need to be better with ensuring guests are not waiting forever to eat at an all inclusive resort .

Staff was friendly. At check in you'll be directed to someone who will show you around the hotel while trying to convince you to attend a 90 min presentation for a 20 year vacation package, but they are freindly. The rooms and hotel are clean but dated. Food options are limited compared to other hotels. Massage was really good. The hotel is family friendly.

We called the resort to ask about transportation and was told to just go to AmStar. We arrive in Cancun and go to AmStar where we didn’t have a reservation. At that time we had to take a taxi which cost us double what Amstar did for the transfer back. During check in, bracelet colors were not explained. We had no idea that we were VIP, until 2 days into our stay and didn’t know that we could have premium liquor at the VIP lounge until after we checked out on the last day and was sitting at the lobby bar. Front desk staff was not helpful when asked about a show the lady said it was in the ballroom sat there for 35 min to find out it was by the lobby bar. Room and beach was very nice. We liked the option of having quick food options by the pools. We have stayed at multiple All inclusive resorts and the Sunscape seemed to have a lot of stuff that was extra. For example, we had to pay Red Bull or if you wanted Moscato during dinner that was an extra charge.

We received a free upgrade to suites to accommodate 2 rooms close together. Staff are wonderful, attentive and helpful. No reservation restaurants can be difficult to get into without an hour or more wait. Pool area is lovely and gorgeous beach that goes for miles. We were provided with a room for 3hrs after our checkout at noon to help fill time for a night flight. Very helpful!

When we arrived in the morning we couldn’t check in to our room until the evening. We didn’t have hot water for 3 days so complained and were upgraded. Met a few other people with the same issue. The resort seemed understaffed. We wouldn’t get a coffee until we had almost finished eating. Lucia at the buffet was so amazing and welcoming! The beach was gorgeous but the pool was a bit small for how many people were at the resort. The entertainment was good, and the food was good.

It was okay, wasn't great at the check-in, the lobby is really hot there's not AC and had to wait long time. I have stayed at Hilton before and it's amazing there with so many activities, this one is decent if you're visiting first time if you've stayed at a good one before you won't like much. The food is okay, rooms are fine but activities are limited, there's no mention of Hyatt, i was hoping Hyatt standards but didn't find.

My family and I had a great time at the Hyatt Sunscape. We was there for 7 nights and every night was special and memorable. Room was very clean and the oceanview was amazing. Staff was so friendly and hospitable. Area around the property such as the mall aquarium and many restaurants were also amazing and easy to get to as Uber rides were cheap and affordable. Special shout out to Anthony from the Playa Collection who was super friendly and helpful from the moment we checked in. Thank you to everyone at the resort for making this trip very memorable for me and my family.🇲🇽❤️😎

The staff were helpful and friendly. The food was excellent. There was so much to do. The room was comfortable and clean. Everyone worked hard to make our stay a great experience.

The staff was very friendly but, there was WAY, WAY TOO MUCH solicitation. For this reason, we will not return or reccomend this property to anyone.

The food, the beach and the room were very good. I was a little disappointed with the location of our room as we were assigned the second last room # 2628, which was quite a ways from the ocean not far from the road and overlooking the resort next door. The room was listed as an ocean view room but the only way to see the ocean was to go out on the balcony and look between the 2 buildings.

My husband and I have stayed here for the past three trips to Cancun. We stayed here when it was panama jack. We recently went with another couple and WOW! Sunscape you did your thing! The food is so good the steak house was a great addition. Shout out to Angel at the front desk he gave us a beautiful room! we were happy to see Martin still there very kind welcoming employee. The couples massage was everything!! Most if all the location is amazing the beach is very clean and the waves are fun to play in. We will definitely be back..

The beach was nice, the shows great, food good, close to mall and casino

The massage was great and it was within walking distance to La Isla.

This resort is in the perfect location ! 24 hour coffee shop with small pastries and mini sandwiches which was super convenient! The sunset views from our balcony were gorgeous! Beach was clean and the water was so clear! Different restaurants to choose from I recommend the Italian spot !

The hotel is undisputable the most family friendly hotel in the area. They have lots of activities for the kids and they can stay under supervision of the staff in certain areas while the parents enjoy elsewhere. Spa and other payed activities are totally worth it and non-expensive. Staff is always smiling and thanking you for your stay. The room was decorated for my wife's birthday. I saw lot of rooms with decorations for different other special occasions as well. Parking was a bit small, so probably on high demand seasons it might be difficult to have a parking spot. The location of the hotel is incredible, it has outlet malls near by, and even the Coco Bongo disco is 15min away by walk. This is going to be my next option when I return to Cancun

Incredible hotel , stunning view to the beach and the lagoon, amazing staff, good food, many options of restaurant, good for family and friends

Overall, the hotel was well located and looked very nice. However, it only has one pool since the second one is for kids. Activities were limited, just your normal aqua fitness and pool voleyball. The shows were quite small, but the performers very talented. We recommend trying the italian restaurant and the steak house. Furthermore, we did get an awful room on the first floor with a patio next to the chapel where everyone could see inside the room. It was also quite noisy. It did rain one of the days and no activities were created for guests to do something fun since the pools couldnt be used. Overall, nice hotel.

Great views of the ocean. Beautiful property some of the hotel and the neighboring hotel was under construction so you had to drown out the construction noises which was disturbing the peace. But all around pretty great property. The beach is literally a stone throw from the main pool. There are multiple bars one on the beach one at the pool and the lobby. Staff was great and friendly.

The staff at this Resort are fantastic! There is always someone to ask you if you need anything else, checking on you, always on top. Very attentive. The room was incredible. The food choices are fantastic on-site with 5 restaurants to choose from within the resort. The beach is a 10 out o10, clear water, glass smooth and white sand. I would not hesitate recommending this place to anyone looking for an all-inclusive resort in Cancun! Not a single complaint and exceeded my expectations!

The mugs and glasses are not clean enough. Food is mediocre. Some of the staffs are very helpful and friendly but some are not , the restaurants did not meet the standards of any of the Hyatt affiliated resorts or hotels.

We were very impressed with the selection of food and how well the food tasted. This was definitely at the high end of all inclusive. Will come back again.

Resort was okay . Food is great especially the Italian restaurant. The waiters especially the men are so kind and friendly . I personally disliked the idea that you have to stand in line and wait to be seated at the buffet - Imagine needing breakfast and have to be in a line just to get a seat before getting your food . Resorts I’ve been to before you just find your own seat and a waiter approaches you within minutes . Secondly , the night entertainment is okay but there’s never enough seats for guests to enjoy any show . Overall , the people are good were my positive highlights . The hotel logistics need to be better with ensuring guests are not waiting forever to eat at an all inclusive resort .

Sunscape Cancun was excellent! Highlights would be that the beachfront is gorgeous, the restaurants were had very tasty food, and their 24/7 cafe. Staff were also very helpful, and the pool was lovely. Main buffet dining area was fine, better than other experiences I've had, but nothing exceptional. Admittedly the nightly entertainment was lacking.

I’ve been to Cancun many times, this time we stayed at Sunscape and it was perfect! 5 delicious restaurants to choose from. Never have to make reservations either. 2 breakfast buffets as well! I’ve never eaten so well. There’s always tacos stands and burgers stands every afternoon too. The night time entertainment is a lot of fun. Also a good show. The staff was friendly and always looking to help. The only thing that I would suggest is not have so many people in the lobby trying to sell you something every afternoon. Was a little annoying but that’s my only negative.

Great food for an all inclusive! The Italian restaurant was amazing!!!

Clean hotel and service from the staff was a 10/10. Did not enjoy the food, it all tasted bland, but that’s my personal opinion.

The whole experience from start to finish. No reservation à la cart is a game changer. Less stressful approach. Everything was within steps….coffee right outside the elevator. Food was incredible no matter where you ate. Absolutely enjoyed it 👌

We received a free upgrade to suites to accommodate 2 rooms close together. Staff are wonderful, attentive and helpful. No reservation restaurants can be difficult to get into without an hour or more wait. Pool area is lovely and gorgeous beach that goes for miles. We were provided with a room for 3hrs after our checkout at noon to help fill time for a night flight. Very helpful!

We had a pleasant stay at Sunscape Cancun, thanks to the very courteous staff and the resort’s clean, family-friendly vibe. Our room was clean with direct beach access, though the view was disappointing — the line of cabanas completely blocked what should’ve been an open beach view, which felt like a waste of the room upgrade. The Italian restaurant was excellent — great food and a memorable beachside dinner. The breakfast buffet was also good, especially the Mexican dishes and live omelet counter. The coffee bar served great coffee and sandwiches, and the beach was kept very clean with lots of fun activities for kids. However, the main buffet restaurant was average — the grill stations were nice, but most of the cooked dishes tasted stale or lacked flavor. Cocktails were inconsistent, depending on who made them. Our biggest letdown was Azul, the Asian restaurant: the sushi was fried in stale oil on our first night, and the vegetable pakoras were undercooked when we gave it a second try. We ended up leaving both times and dining at the Italian place instead. Lastly, the Hyatt Bar on the 6th floor really needs attention — the furniture was old and torn, and the snacks and fruits were below standard. Overall, a nice stay with great staff and beach access, but the dining experience (for couple of restaurant), view was blocked from the beach access room and upkeep in some areas need improvement to meet expectations.