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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.
Customer Ratings & Reviews
TripAdvisor Traveler Rating3882 reviews
A mixed bag with this vacation.
We recently stayed at Sunscape Sabor Cozumel for a short vacation, and our experience was a mixed bag. While the resort had its highlights, there were a few areas that fell short of our expectations. Let's start with the positives. The staff at Sunscape Sabor Cozumel were truly exceptional. From the moment we arrived until the day we left, the staff members were friendly, attentive, and always willing to assist. They went above and beyond to ensure that guests felt welcomed and taken care of. Their warm hospitality was undoubtedly one of the highlights of our stay. However, the same cannot be said for the food at the resort. Unfortunately, the dining experience was below average. The quality and variety of the food did not meet my expectations for a resort of this caliber. The buffet option was actually the highlight. We were only given this option because we were traveling without children. The buffet actually belongs to Secrets next door. The à la carte restaurants didn't fare much better, with some dishes being mediocre at best. It was disappointing to not be able to fully enjoy the culinary experience during my stay. Another aspect that left much to be desired was the outdated buildings. While the resort grounds were well-maintained, the accommodations themselves seemed tired and in need of renovation. The rooms had a dated feel. The furniture and decor felt worn out, and the bathrooms could definitely benefit from an upgrade. It was clear that the resort could use some investment in updating its facilities. On the positive side, the resort's location was beautiful. Situated on the coast of Cozumel, the views of the Caribbean Sea were breathtaking. The beach was clean and provided a relaxing atmosphere for sunbathing and enjoying the ocean breeze. Despite the shortcomings, the friendly and accommodating staff made a significant difference in my overall experience. Their genuine warmth and helpfulness helped to compensate for the deficiencies in other areas of the resort.
Beautiful resorts , great that we could choose from three different resorts, all staff and restaurants were wonderful
Beautiful, loved being able to choose which of the 3 resorts we wanted to use. Had a Beautiful view from our room of the ocean an pool area, good place for snorkeling , we had our first experience with parasailing ( water so pretty)
Please Read Before Booking - Terrible experience
Ok so I read the reviews prior to booking and they were mixed with more recent reviews discussing issues with the hotel. I should have taken that into more consideration. This is NOT a 5 star hotel. Maybe 2 star at best. Stayed here with my mom on a mother/daughter vacation 7/15-7/21. Will NEVER stay at this hotel again. PROS: - Beautiful location, beach is nice and we did not have any issues with getting a lounge chair when we wanted one on the beach. Beach is rocky upon entering, bring some water shoes - Free rental for snorkel/kayak/life jackets, lots of large fish, starfish to see - shower pressure was fine and AC worked CONS: - like others have said this property is now split into 3 hotels, Sunscape in the middle sandwiched by dreams/secrets. There are signs limiting access to their beach however nobody seemed to bother you when you swam/hung out there. Sunscape is the “cheaper” hotel with least amenities. There is strong smell of sewage near the outdoor bathrooms, and inside hotel room bathroom where the drain is. - rooms: rooms are not very clean, we had dirt on our floor, balcony door did not lock, and shower drain was slow. AC worked fine in our room though. - housekeeping: TERRIBLE. Did not change our towels or would take the dirty floor towels and NOT replace new ones. Did NOT replenish shower supplies, or toilet paper even when we were completely out, i had to go to the front desk and call multiple times to get these items. For toilet paper, I had to call the front desk 3 times (no answer), house keeping 2 times (no answer) and walked to front desk 2x in 1 day to ask for toilet paper. Front desk said they didn’t have any to give me and would call housekeeping. Called again and finally got toilet paper after hours of waiting. Did not replenish in room coffee (tasted terrible anyways), and one of the days our “clean” pillow cases had dirt all over them that looked like someone just dragged them on the floor. - Food: terrible. There are 2 restaurants: el patio and sunny side grill. We ate at el patio once, it took them 2 hours to bring out our food (burrito and fish). When I bit into the burrito there was a large chicken bone in there. They also do not let you take your food to go. Sunny side grill service is also very slow, first day asked for water 4 times before getting a glass, next day asked 2 times before getting a glass. If they are busy they run out of food. Almost everything we ate was extremely salty to the point where you couldn’t eat much of it, you could tell the fish was not fresh and probably frozen prior to being over cooked. Wait staff is hit or miss. The best option is the buffet at Secrets (market cafe?). Better food choices there. Beware all the restaurants randomly close despite the hours being posted as open. The bar on the beach looks nice, however, all the drinks are severely watered down. My theory is they put half water in the liquor bottles because all the drinks tasted like sugar water. The free bottle of wine in the hotel is a twist top and the mini bar fridge comes with 4 light beers and some juice/soda. No late night or early morning food options. There’s a snack “truck” by the pool that serves burgers, hot dogs and stuff like that however I did not try any of that, my mom had a burger. I’m glad I brought a large bag of granola bars and snacks in my suitcase. The coffee shop by the lobby made decent espresso and had some snack food options. I was surprised they didn’t have any water stations since there is supposedly a conservation effort being done by the hotel, they did give plenty of bottled water in the room. - tour desk: definitely try to rip you off. Prices on the tour desk online site are cheaper than booking with them. My mom and I booked multiple excursions and then were told they had a special where you get a free sunset sail (we bought snorkle tour and half day tulum Mayan ruins tour). The snorkle tour was fine but marked up double on a Sunday, on the boat we were told we cannot wear any sunscreen and instructed to wipe all sunscreen/make up off. This is fine but you should make this clear when booking the trip. Also no shade on snorkel boat. Sunset sail was nice, staff was great and the drinks/food was delicious. Now for the ruins tour: our tour assistant Vladimir sold us the half day Tulum tour, $190 for my mom and I. We followed instructions and woke up at 5am, took 6am taxi to the ferry terminal ($20), 7am ferry to playa del Carmen ($36 each way for 2 people) and met up at the meeting point (Mini So) only to be told by surrounding sales people the tour van left without us 1 min prior to our arrival. We got there at 8:05am for 8am scheduled meeting. There was no way for us to get there any earlier as the 7am ferry is the first ferry of the day. After back and forth with Cancun adventure tours, and Vladimir from the hotel we were told that they were coming back for us. We continued to wait for 1 hr and ultimately told too bad, nobody is coming back, you are on you own and no refund as you went on the sunset sail special the day prior. Vladimir stopped answering my phone calls after advising to take the city bus to tulum and another taxi to maybe try to meet up with the tour. We ended up spending more money on another tour that day to do something on our last day of vacation. After talking to the hotel tour desk twice later that day, we were told we likely won’t be getting a refund. Be very careful with that tour desk and any “specials” they offer. We will be disputing this charge with the credit company. -hotel staff: most don’t speak much English, and most have an attitude or are annoyed at you if you ask them anything -dive shop: an on-site dive shop was one of the reasons we booked this hotel. I was looking to do some boat dives as a beginner OW certified diver and they offered diving at 2 shops on site. They did not have any prices, reef destinations or daily schedules anywhere. After talking with the person at the dive desk, was told daily departures are at 8:30am from on-site peer and that it’s majority choice for locations with usual diving depths of 70-90 ft. I was not comfortable with this being a beginner diver, so if you are in a similar level of diving be aware of this. Just go to chankanaab park and dive there, 5 min taxi ride and excellent beginner dive location (I recommend Ramon Zapato Divers, dove twice with them, fantastic experience with dive guide Abraham). For the price, this hotel is absolutely terrible and I advise to take the recent reviews into consideration if you are planning to book your stay here, I wish I had. We will never come back to this property. 2 stars for the beach and close vicinity of attractions.
Worst day ever in Coz. It’s not the same
We are currently here at Sunscape. We just checked in today. When we got to the resort we were greeted by a staff member telling us to go check on and he would take care of our luggage. We went to the check in counter and were told our room wasn’t ready yet but we could go eat and then it would be ready. We walked to the restaurant and they were closed. I walked back over to the check in counter to let them know and they acted shocked. We had to wait to eat, couldn’t get in our rooms, we had been up since 3 am, it was now 5 pm. Not to mention we were screwed over on our car rental and now they want us to look at a time share to get a car but took our money already. This is my 5th time staying at this resort and have loved it every time except now. I will not be visiting Sunscape again and may not even be coming back to Cozumel. It’s just not the same anymore. I’m so disappointed. I always recommend this resort to others. Not anymore.
Ouch! No need to return!
Our family of 13 recently visited Sunscape Cozumel from July 10-July 17th. On our trip, on July 15th, I experienced the most excruciating physical pain of my life. At 11:30 a.m. as I was returning to the beach from the water to get my snorkel mask, I was stabbed in the foot by a stingray. I immediately removed my water shoe to find blood and a puncture wound. My cousin ran to get the paramedics and he came to check on me on the beach. He confirmed it as a stingray wound, said I needed a shot for the pain, and my foot soaking in hot water. He said it would be $160. He stood looking at my cousin. My cousin asked if he needed the money before he would assist me. He said yes he needed money. Because we were at the beach trying to enjoy the water, we didn't keep that much cash on us. She and the people near us were offering up cash so he would help me. At this point, I was in such pain that I was shaking hysterically and couldn't respond to questions. He said I needed to walk up to my room. My room was across the resort on the second floor. My cousin told him that I could not walk. She told him to get a wheelchair. He finally brought a wheelchair for me. He rolled me to a room on the first level that belonged to another member of my family. Finally, after about 45-50 minutes, I was given a pain shot. It took what seemed like a long time to kick in and experienced extreme discomfort for about an hour and a half. The paramedic gave me the shot, but then told my husband what he needed to do for the next 2 hours. He left us, and my husband spent two hours boiling water in the coffee pot and replacing the water in my bucket to help pull the poison out of my foot. The paramedic said he was going to bring me some meds-one an antibiotic and the other a pain medicine. Once I was able to calm a little and think about my allergy to sulfa I asked my husband to call him and make sure he knew that I can't have anything with sulfa. When the paramedic returned he brought medicine with instructions and a receipt for the $160 that everyone collected so I could receive medical attention. I asked if he should look at it or examine it to make sure there wasn't a barb stuck in my foot. He didn't want to examine it and said to carry on with my vacation. While I appreciate the shot and medicine, I am left wondering if he would have acted sooner (before he got cash) then maybe I wouldn't be a week away from my stab in the foot with continued pain and a loss of feeling in the arch of my foot. I would hope that from here on out if someone was to have the same thing happen to them that they would be able to receive quicker relief from such excruciating pain. -Sunscape is not what it used to be. They have removed half of the restaurants, so there are only two places to eat. The Secrets and Dreams guests can come eat at our restaurants, so we ran out of food and couldn't get in as quickly as we would have liked. Sergio, in the UVC club, said we could pay to upgrade and have access to more. We just wanted access to what we had always had access to before. We are already members, so great tactic to get more money from us. He did get us a meal at one of the restaurants at Secrets- Bourdeaux-it was yummy! The bright spots of our vacation were the location, drinks, some of the food, some waiters/waitresses, and the entertainment staff. We love Cozumel and have looked forward to returning each year, however, we are probably going to be changing our vacation spot. Heydi in the entertainment department was amazing!! She was so fun, and inviting to us. I will miss her! Leo, bar tender by the coffee shop, made the best drinks and was so friendly. He was the best!! Francisco, waiter in El Patio, was the best waiter we had the whole trip. He made sure our food came out perfect and we always had something to drink. Victor was great too! He made sure we had the best late night snacks. We had a great vacation regardless of all the negative marks because of who we travel with, the location, and the drinks.
*Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers (unless otherwise stated), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. Round-trip airport/hotel transfers are included in Mexico (excluding Loreto), Central America and many Caribbean Islands. Transfers not included for air-only passengers. Prices valid on new bookings only and in some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Restrictions & black -out dates may apply. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Bookings are subject to the current General/Cancellation Terms & Conditions. All public charter flights Allegiant Air: PC 20-070/PC 21-043; Swift Air: PC 21-056; Viva Aerobus: PC 20-081; Volaris: PC 20-099 are operated by ALG Vacations Corp. Apple Vacations materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Apple Vacations. CST2139014-20. This information is current as of June 3, 2021.