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Hotel overview
Location
CozumelProperty information
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Hotel details
Hotel advisories
General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
***Important Information For Our Guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Ratings & reviews
TripAdvisor traveler rating
4302 reviews
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Apr 14, 2025Amazing Entertainment Team and Location
Fantastic location, super friendly staff and relaxing vibe. A special thanks to the entertainment team who made the stay extra special. So many great activities being offered to suit everyone’s tastes. I would highly recommend this resort and the adjacent Dreams and Secrets.. all are wonderful and very welcoming to any group of travellers.
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Apr 11, 2025Probably won’t return
This is our second trip to the sunscape, the first in 2021 just after COVID restrictions were lifted. The first time was much better. There are only two restaurants, it says two options for breakfast but there was only one the entire week. Before when we were here the resort was larger and there were more and better food options but dreams took over part of the resort and those restaurants. The food is ehh whatever. The fruit was not great most of the time with little variety. Rooms were clean, we had to get the toilet plunged a couple times…🤷🏻♀️ There is a horrendous smell of sewage close to the back of El Patio restaurant, it’s horrible. And always there. They have the high pressure sales pitch for vacation club and it’s HIGH pitch..90 minutes turned into 2 1/2 hours. At the beginning he said “all I need is a simple yes or no” we gave him a simple no and he would not quit.
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Apr 10, 2025Sunscape is no Hyatt- it's a Motel 6.
The refrigerator didn't work, the TV didn't work, and the AC was holding on by a thread. The doors didn't seal so the room was full of bugs and my daughter and I both were bitten by bugs all night long every night. There was mold all over the walls, dried and crusted urine all over the toilet, mold throughout the shower and around the bathroom sink, mold all around the air conditioner, and mold on the walls of the bedroom area. The seals on the doors are not adequate and we were eaten alive by bugs while we tried to sleep. We were woken up several (I lost count after the 3rd day in a row) days at 5:00 in the morning because the kitchen fire alarm always going off. The walkway and stairs are slippery and my daughter fell and bruised her face. The website lists 6 places for food. There are actually only 2. There is no food truck, Tortuga, or Starboard- that's a straight up lie. The food was not edible, it wasn't only terrible- it was inedible and we had to door dash food from a restaurant in town after day 3 without an actual meal, and I was losing weight I cannot afford to lose. (I'm 110 lbs soaking wet and this is the first time, out of 4 Cozumel vacations that I didn't GAIN weight.) Not only were the restaurants horrible, but they were filled up with people from neighboring resorts and we had to wait an hour to be seated. We did not have the option of dining at neighboring resorts, even though they were able to dine in our (Sunscape) restaurants. (Although I have to admit, watching them spit their food out in disgust was mildly satisfying because their resort has incredible restaurants and food.) The beach at Sunscape is very small, and there were only 6 beach chairs total for the entire Sunscape beach. Again, people from neighboring resorts were allowed on our beach and could take up all our chairs, but we were not allowed on their beaches or their chairs. They had the red flags up on the beach for our entire stay, including days when the wind was barely blowing. They used this as an excuse to not allow us our free kayak and snorkel rentals. There was almost zero entertainment. We were there 8 days, and there was only ONE (UNO) night with entertainment. The staff was not friendly, they were rude and judgemental. Everytime I needed help, I was greeted with rolling eyes and attitude. The only exception is Eleazar and Jorge (the car rental guy). Eleazar was wonderfully accommodating, as was Jorge. Jorge made sure to check in often with us to make sure we were having a good time, and he made sure to tell us the safest places to go and the areas to avoid. Eleazar took the time to talk to us about our disappointment with the resort. Eleazer checked in with us often, answered our questions politely, and was very friendly. Eleazar and Jorge are the ONLY staff that was friendly and accommodating. I trusted the Hyatt brand and did not look at the horrible reviews that are exactly the same as what we experienced. I will not be recommending Sunscape, and my travel agent will not be booking people there in the future. It's very apparent that they do not care about this location anymore, as it's about to be torn down. As it should be. The website claims that this is a 4 star resort, however, it is actually the equivalent of a Motel 6 on the beach, only they don't leave the light on for you. All of this would have been fine with me if I'd not paid nearly $4,000.00 USD for it. I don't mind camping, but it's unacceptable to make people pay top dollar for a glorified camp with no food. I'd say we got our money's worth in alcoholic drinks, but I don't drink, so I couldn't even enjoy that. I was 100% ripped off and did not get what I was promised or what I paid for.
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Apr 07, 2025
Sunscape Sabor
Honestly I don’t know where to begin. The trash cans in the main area of the resort were always overflowing on to the ground. There was a cup from the bar that appeared to be full of vomit we walked by for 3 days before it was picked up. No bar service in the pool or beach area. The beach was no where near as nice as it looked in the picture on there website. I watched the staff rake seaweed from the sand back into the ocean. We made multiple phone calls to the front desk to get our water refilled in the minibar with no results. Very limited food options. Unfriendly and unhelpful staff. All and all I have been to several all inclusive resorts thought Mexico, The Caribbean and Central America and this was far and away the worst experience I have ever had!!
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Apr 06, 2025
Not up to Hyatt standards
The nicest thing about the resort was the proximity of our room to the beach. The staff was friendly and I think they were doing the best they could, but the entire resort was understaffed. The food was a limited selection. There were only two evening restaurants taking no reservations so you had wait for a table. The only thing to look forward to with the breakfast and lunch buffet was to see if our level of disappointment could be topped. The beer and Pina coladas were good. Okay, truth be told, if I'm sitting in northern US in February in the freezing cold and someone asks me if I would go to sunscape, I would not say no. Just understand that this is a bare bones resort in need of some improvements.