I rated this experience above average. This was only because the presentation was long and we hadn't been to Mexico before. When we go next time I have no doubt it will be excellent.
We went in The beginning of December and the weather was great. Our rooms were beautiful with an awesome view of the lagoon. Our late evening drinks in the patio hot tub were great.
Service was 99% perfect. The omelets were awesome (as was ther morning green juice). Freshly made while you waited. The rest of the food was great. We only ate at the restaurant (lobster and steak) once. We were too busy at the buffet and snack bars. Granted the lobster and steak was not the best it was very good. Remember you get what you pay for!You don't stay in an all inclusive with room service etc and get a meal that you would pay $100=150 for in a fancy restaurant. Not at these all inclusive prices. I thought the value was great for what we paid.The presentation was part of our deal so we can't overly complaint.
We learned a lot as it was our first time in Mexico. With what I know I can't wait to go back.
I noticed that a lot of people (esp those that complained) didn't take advantage of all the activities (most which were free). We went on a 16km bike tour with a private guide because no one else wanted to go. We were so busy we didn't get to see as much as we wanted. The ferry to the Sunset Royale was awesome too.
Last but not least - I want to know how the person knew the toilet was warm. How would you know? Why would you care? I do know I had lots of hot water for my shower.
My biggest complaint was the lack of choices of beer. That was a disappointment but I just went to the store and got my own. The daiquiris were just the way I like them.
My biggest compliment was the serving staff and the entertainment staff. All worked very hard and were happy all the time. They even went to a bar or two in the evenings so you didn't have to go on your own. They made us feel pampered but at home.
Last but not least - make sure you take the bus to downtown Cancun at least once. It was fun and inexpensive. Good place to buy souveniers esp. if you bargain.

I went to the Sunset Lagoon in January of 2007.

It is a nice resort and the food was average, but avoid the timeshare presentation.

Unfortunately, I did not follow my own advice. I signed a contract with them after being sold on the "investment opportunity" promising thousands in rental income. I also signed a 5 day cancellation waiver that I later learned was illegal.

A year later I am still battling them for the over $20,000 that I lost. I thought I was smart enough to avoid such scams.

Please, just enjoy the resort and stay away from purchasing the timeshare.

We booked through RCI, and were lied to about the timeshare tour. We were stuck with the salesperson for over 6 hours. It took us another 3 days to get all of our 'free' stuff, which really wasn't free cause everything you would want to do on the tours was extra.

The Hotel was older, and dated, but the Staff were fantastic. Don't confuse the hotel staff with the timeshare staff, you think they are the same but they are two different departments. The sales staff will say whatever they think you want to hear, acurate information or not. The timeshare staff is called the concierge, which if you don't know any better is very confusing.

The food was not the greatest, and if you want good coffee, hot chocolate, real butter or anything like that you have to ask for it.

The best tour was Excaret, just for the evening show. There are a few other tours called the ecofriendly tours. They take smaller groups, have more activites, and take you to sites that are off the beaten tourist trap track.

The room and hotel itself was beautiful. We had a deck w/a hot tub and beautiful room. The resort was also beautiful. HOWEVER, we did see roaches, just a couple. The restaurant closed at like 4 and dinner service didn't start until 7pm. You could get no food between that time. Room service is limited and when we did opt for that, they only brought a few things we asked for and when we called back to get the rest, they never showed up. The food was not to my liking at all, so for having to pay for all-inclusive, found ourselves hungry much of the time. The staff at the main restaurant would not look at you or come to your table if you didn't tip them, well! They would remember you and not even come to your table the next time. We found ourselves getting our own drinks, etc. much of the time, even w/tips! The nightly shows don't start till like 9pm which is to late for kids, we did go to one, and it was terrible, we left w/in a few minutes. The pool and slide is nice, but it is on the lagoon, and really no beach, so you couldn't swim anywhere but the cold pool. The lagoon is completely covered in weeds. We stayed at the Blue Bay Club for a week prior coming to here (which has a lower rating), but loved that place! The rooms weren't as nice, but the food, staff, entertainment, ocean, etc. way exceeded our stay at the Sunset Lagoon.