The Penguin

It was a relaxing day at the Sunscape. The lobby area is beautiful and is 5star. After leaving the lobby it goes down to 3-4star. Need more lounge chairs around the pool and offer lounge chair towel covers. When you head to the beach which is very close which is great you do not see a lot of sand. The hotel does not clean their beach. Seaweed everywhere on the beachfront. Hotel needs to invest in a machine that cleans that up daily. This will improve the overall visitor experience and star rating. The blue drink at the bar is excellent. My kids had a great time snorkeling. Overall had a fun time. Just remember first impressions are good, but the details are suffering at the resort.

Katrina Sheppard

Great week! We had a great experience & it’s clear the hotel is looking to improve service/ food quality and reviews. Laura at security was super helpful & the most friendly person. We had great service by Antonio, Miguel (Italian restaurant) and Rene! Rene & Antonio helped us each morning at breakfast. 10/10 My only feedback was for reception, they were cold & unhelpful. Traveling with my 88 year old grandmother, I requested a ground floor room beside hers. Reception put us in two different buildings both on the 3rd floor. So we had to walk up and down multiple times per day. I’m had called 3 times and emailed ahead of time and emailed and reception did not care at all. Over all the beach us 10/10 and serving staff very friendly!!

Erica Collins

First time at an all inclusive stayed at the recommendation of a friend, will not stay here again. Hyatt will want to sell you their vacation program right away so if you don't want to go for the dog and pony show, refuse. Don't be hungry between 11:30 am and 12:30 pm there's no food available. Agree with other statements about trying to get seating at the grill. The food is barely ok. My child pretty much ate pastries from the coffee shop because the options are so poor. Mini bar is not restocked with drinks when the room is cleaned.The restaurants in general need more servers. They were doing the best they could with all the tables they had, but that resulted in cool food and not great service. Dreams and Secrets has full run of Sunscape, but Sunscape cannot use any of their facilities, amenities including the pier, unless boarding a boat. Room was not exactly clean. Not a kid friendly resort. The kids club was unwelcoming and disinteresting for a pre-teen. I have stayed at a 3 star place in Playa and had a much better experience.

Brett Davis

We stayed here for 8 days back in 2021, this place was amazing and we were hit by a hurricane that knocked out the power then a big tree fell on the backup generator so the entire resort was without power for 36 hours. The staff did everything possible to make the best of it. We plan on staying here again in the future

Jakub Staszak

We had a good experience with our family during our three-night stay at this resort. Service is excellent and helpful. The food is ok; cafeteria level, but it kept our kids happy. You have to get food outside this resort to experience authentic Mexican cuisine. The rooms are well kept but could use an update. We found that arranging activities through the hotel was somewhat complicated and not very flexible. For example, I arranged scuba diving with one of the local dive shops independently after the hotel office could not fit my schedule.

Charon Styx River

First time in Mexico and first time at an all inclusive resort. We loved it. We had a party of 8 celebrating a 50th birthday. My husband had a chance to go scuba diving and we will be coming back so he can get certified. The resort was lovely and well taken care of. Rooms were clean and the food was varied and good, but what makes this resort excellent is the staff. Friendly and accommodating, fun, helpful. They were the best.

Phillip Buschang

We had a great stay at Allegro. It is definitely more of a family atmosphere than other all inclusive resorts that we have been to. Much more laid back. We enjoyed the friendly service, the rooms were nice and comfortable, and the food was pretty good with a different theme every night. It is a smaller resort so easy to get around. The beach is beautiful and there are plenty of activities for the kids. Our kids especially had fun at the kid’s club and kid’s water park. I recommend Allegro for families with younger children.

Dave Watson

We had a wonderful time at Allegro. The staff were so kind, helpful and accommodating. We requested a new room at one point and it was accommodated no trouble at all. Our daughter enjoyed spending time with the kids club leaders Merari and Cecelia. The green walks were a favorite along with painting coconuts. Excursions were great. We loved our snorkeling tour on the reef. Daughter was thrilled to see a turtle. Food was okay. We have some gluten free restrictions so sometimes we struggled. We tend to pick Mexico due to it being gluten friendly but Allegro didn’t have as many options. Beautiful beach. We plan to return to Cozumel and would consider Allegro again.

Lisa Kuniyoshi Sullivan

Family of four that stayed for 5 nights/two rooms. We gave two stars because of the food. The buffet food seemed on the lower end of “all inclusive” food standards. It was repetitive and not well thought out. We were lucky enough to get into the Japanese and Italian restaurants for dinner, but it was not worth the hype (or lines, see pic). In fact, most of the meals got us sick. The resort itself was very clean and seems to be maintained well. The beach was clean and a section corded off for swimming. The staff did a good job to plan activities and events to keep travelers and especially kiddos entertained. The staff at the bars, buffets, room, front desk and concierge welcome you and were very helpful and went out of their way to see that you were satisfied. The best thing was the corded key bracelets. That was the solo winner.

Justine Ruede

We had a wonderful time at Allegro! The best part of the resort was the kids club and the childcare and activities. My kids were with Cecelia the entire day with fun activities that were planned for them. Cecelia went above and behind to take them to lunch so my husband and I could eat a meal with j our own. She was so friendly and accommodating. My children loved her! I highly recommend this resort and especially to take advantage of the kids club for some quiet time.

Brianna Hejtmanek

Although we had a good time I would not return. The cons were definitely the food and lack of anything happening after 5. We were in room 4422 and it was a room I feel was recently remodeled so it was nice, we did not have hot water for the first couple days but they did come and fix it. The other couple we traveled with were in the main building and also experienced issues with hot water but got theirs fixed too. Staff was all nice, beach was beautiful and had nice snorkeling. I was disappointed that you had to pay extra for basically everything going on at the resort. The drinks were so so. If you are good with laying around and going to bed early this is the place for you.

Viviana Allison Clary

First, excellent service. Rooms are spacious & nice, very clean. Facilities are nice, older buildings & design, yet very clean. Food is per the three stars. Being a “ Preferred Guest” at this resort, we were able to go to the other two resorts and experience the other restaurants. The food in all 3 resorts were less than desirable. Honestly, if you are a food connoisseur, foodie or have an expensive palate, you will be very disappointed. The portions were very small, seriously I posted a picture of a dessert (cheesecake) couldn’t stop laughing! It definitely affected the outcome of enjoying our experience as a whole. Can you imagine dining ocean view, sunset & then eating terrible food. Also when arriving there are sales people attempting to sell you time shares for the resort. Very unprofessional. Check in was lengthy & unnecessary. We will not return at this particular resort.

Clinton Lawson

Read tons of reviews and was a little concerned. No worries the food is great! We travel a ton and had no problems. Entertainment was good. Tons of pools and chairs. Room was good size. Hot water was hit or miss. Loved it and will be looking to bring our family back.

Tim Sanders

Loved our stay at Secrets Aura Cozumel for our 40th anniversary. The staff was fantastic and went out of their way to make our stay special. On the evening of our anniversary, they surprised us with dinner on the beach, and we came back to our room with roses on the floor, stating I ❤️ U. Was amazing. I wish I could have taken credit for that one, lol. The sunsets were amazing. The food and drink were to be honest was just above average and a little bland at times but with the mix of people they serve we understood. I would highly recommend this place for an amazing experience.

ariel ramos

This place is pretty nice overall. Not very lively if you want to party all night long, this place is more on the relaxing and not up all night resort. The shows are pretty good but low key as they don't have a stage area and do them pool side. It's still very entertaining. The food is meh, but the taco stand just outside the gate is 100% fire!! Must visit and very well priced.

Steve Dewey

We stayed here for 4 nights. The rooms were very clean (excellent) housekeeping. The rooms could use some updating as many older resorts. I feel that the staff is short but pretty much everywhere is, they do make up for it with effort and kindness. The food is good with a great variety even with only 3 restaurants. Great things about the resort are the abilities to snorkel right at the resort even if you are a beginner. Entertainment has been top notch with a magic show that was high quality and a fire show as well. Reading the prior reviews I was a bit concerned so if you are reading this know that negative posts are Karen's that have nothing better to do than complain.

Jessica Leonardis

I cannot say enough good things about the service here. It is top notch! The people are so nice. The food is very good. My family enjoyed the sweet cafe every morning and my kids loved getting macaroons as a treat. Overall, the food is decent. We specifically loved Bugumbilias! The manager there was great, checked on us throughout our meal and made recommendations. Rooms are a decent size, however a giant tub in the center of a room that I'm sharing with my family is completely unnecessary. Takes up too much space. The beds are doubles, way too small for grown adults to share. Palace resorts needs to redesign their rooms in the worst way. The Pools are great, however a large number of the pool deck chairs have signs saying reserved for special guests. Most of the time, those people are not even at the pool or using the chairs. This is tacky and should be reconsidered.

Tyler Pongratz

My family just finished our Spring Break Vacation at Cozumel Palace. This was our first time staying at a Palace resort and we enjoyed it. Pros: - Food was excellent - Service is great - Rooms are clean - Snorkeling is good - Entertainment Team & Kids Activities are wonderful Cons: - Size (small resort) - Pool Chairs - needed to reserve a pool chair by 7 am since we were non-members - Wait time on restaurant took a while some nights since the resort was full. We played board games with the kids while we waited (not a big deal) Overall, it was a great experience and I would go back.

A F

Gorgeous view, beautiful room, fabulous food, and excellent service. We went scuba diving with the company at the resort which was very convenient and fun to get to know some other guests. This was our second visit and we hope to go again.

Stewart Van Cleve

Stayed for a week with my partner and his parents and we all agreed this is the nicest all-inclusive we've stayed at. The rooms are lovely, the food is great, and the staff is nice. Lots of attention to detail. It was nice to have about a 15-minute walk to the center of town. Plus it is on a beautiful spot right on the water. Note: the resort does not include a beach, but there is a little dock where you can drop down to the water and there was a lifeguard when we were there.

leah haas

Pros: the staff was very friendly. The rooms were clean. Cons: half of their beach is gone from a hurricane which of course isn’t their fault, but should be disclosed on their website. It made for limited seating. There were also no umbrella’s or anything on the beach, so if you wanted shade you had to find a spot in the back tree line. It was also always hard to find a seat by the pool. Especially the adult pool. It’s like people would get up at sunrise, go leave their stuff on the chairs, and not be there for most of the day. Very frustrating. The buffet food was eh. They like to use a lot of leftovers. 3 out of 4 of us got some kind of mild food poisoning. Also, you are only allowed 1 reservation every 3 nights for the good restaurants unless you upgrade to royal level, which would not be worth the extra money. And the only available reservation times for us were 8 or 9 pm. Seafood restaurant was good though. The disco was not. Never anyone there, and it was the same music all the time. If you don’t like to stay up late this is the place for you. The shows were mediocre at best. Alcohol choices were limited. Also asked for a late checkout(2hours) and they wanted to charge us $12 per hour. No thanks

Andrea Hudson

Believe the reviews about the food—even by all inclusive standards, it is not great. Very limited choices, especially at lunch, and little that’s appetizing. One of my teenage boys, who’s not usually a picky eater, has mostly subsisted on candy and chips bought outside of the resort. We’ve been to a handful of all-inclusive resorts and the dining here is by far the worst we’ve encountered. The seafood restaurant was better than the buffet, but still only average. The service has been hit or miss, sometimes prompt with drinks and other times without drinks brought until the meal is half over. The main restaurant is hot inside and can be very loud, especially when seated next to a group that’s been over-served. Contrary to other reviews, our room is fine and the AC works well. It’s dated but clean and reasonably comfortable. None of the rooms seem to have any view, though, due to the jungle-like setting so it can feel a little dark and closed in which was unexpected for a beach resort. The main pool gets crowded in the afternoon and there’s been more drunk bro type of behavior than expected (even making allowances for the fact that it’s spring break) The beach is calmer and quieter, albeit with limited shade in the afternoon. We have been trying to find the positives during our stay but the terrible food is increasingly making that difficult. We’ll make the most of our time here but definitely won’t be back

Mark Droptiny

The location of this resort is off the beaten path which makes it very nice. The main office area, lobby bar, and restaurants were very nice and clean. It has a good ambiance about it. The room was mediocre at best. Clean but could use some repairs. Bathroom ceiling leaks when the air condition is on. Plus the bathroom window did not shut. Our room was by the adult pool. Not to loud but after it closed a group that was staying in our building decided to open it back up and have their own party till 1am. No security or staff intervened. The food at the restaurants was not the highest quality by far. You’re very limited to the main buffet or beach bar. We had three reservations at the other three restaurants which that is all allowed for a seven night stay. None of them were over the top. Drinks throughout the place were plentiful. Service is up and above. The most friendly staff I have ever come across on vacations. Overall a good place. 3 out of 5 stars. The main beach is gone. This should be up dated in the brochure along with a proper description of how the restaurants work. There may be 7 restaurant but you will only have full access to 2 of them. Very misleading.

Heather Jackson

I hate leaving bad reviews but here we are. Here’s both the good with bad: Good - landscaping throughout the resort is absolutely beautiful. The sand is soft and the ocean swimming area feels safe and inviting. It’s also a little ways outside of the city, feeling more peaceful I think. Sitting in the shade on the beach was by far my favorite part. Gym was well equipped and well air conditioned. I also loved having a balcony overlooking the jungle in our room. Bad - I’m not even sure where to begin. Do not expect air conditioning in your room, it does not work, in any building. It was sadly comical the amount of voiced complaints coming from every guest in the resort about the lack of air conditioning. The food… barely edible? When I did taste something good it was shocking. Ended up eating rice and beans every day because that was the most edible thing. The margaritas were undrinkable. How is that even possible in Mexico. The restaurants are no better than the buffet. The service was ok. It really seems like every worker at the resort hates working there which makes for an awkward experience on so many levels. The restaurant waiters are especially disgruntled compared to the buffet servers. Lastly and least important, the chairs by the pool and beach are very uncomfortable, and you can’t sit up all the way in any of them. I’ve only been to 4 different resorts in Mexico, but this was by far the most disappointing experience. Would never recommend to anyone.

Vanessa Rossi

The hacienda style of the resort is really pretty and the grounds are beautiful and well kept. We are still here and really enjoying the wildlife. The reason we’re writing this now is in hopes that someone will take our feedback (or plea) seriously. We booked 2 rooms, 2 adults, 2 teens (18 & 16) with a request for a king bed and adjoining room if possible. We can totally appreciate that adjoining rooms are difficult and the kids are old enough that it wasn’t too much of an issue for us. The worst part was that the parents rooms had two double beds. They told us all rooms were sold out but we were GUARANTEED a king bed in 2 nights time. We accepted this. The double room was find, just a bit weird not sleeping in the same bed as my husband and the AC did not work. The room was consistently 26C. We didn’t say anything hoping the new room would resolve this issue. Tuesday rolls around and we’re told to be packed by noon, bags will be picked up and moved to our new room ready for chcek in at 3pm. 3pm rolls around and we walk in to yet another double bed room. We go back to reception where they try to tell us this was our fault and poor communication. However, if you check the hotel voucher, all our room requests were clearly documented. We eventually get into our new room (with one king bed) after 5pm. We’ve now spent over 2 hours waiting around. Guess what? The AC doesn’t work in this room either. We report it twice that same night, we are told there is something that needs to be fixed on the unit outside of the room and it will be resolved. It is not Thursday night and the room is up to 27C. We’ve reported the issue again to be told that someone will come to the room to explain why it is the way it is. Loook, if you don’t offer AC, that’s fine, but tell me before I book because there is no way I’m booking one week in Mexico without AC and without screens on the sliding doors. Please send help! On a more positive note, the food has been quite good. Cocktails are on the sweet side but they are happy to adjust if you tell them what to make or even if you bring fresh fruit for a blended cocktail. They also have poolside and beach device which is really nice. We also went diving today and enjoyed our experience with the dive centre at the hotel.