The stay was nice enough. The staffing was adequate and very friendly. The elevator was out of order a lot of the time and we were on the top floor. Also, there were repairs going on. Unfortunately, the first day I was there I was dragged into a presentation that lasted all day and was convinced to buy a timeshare. I cancelled in five days and they refused to give me my money back. The do lie and I am still battling a collection company as my credit card company refunded me my money, but they aggressively decided to try to collect the sales price anyway.

They have a lot of complaints for their sales tactics. In my experience, the staff is knowledgeable of the timeshare sales staff and they comingle with the staff at the hotel.

Also, they change the kind of liquor served to different types of timeshare members. For example, they serve cheaper, nonbrand name vodka at the welcome party or events, and then serve another kind - Absolut at another. For instance for RCI members. Also, the sister hotel, Sunset Royal serves top brand liquors.

First thing when getting off the plane- they do tell you but I'll say it again do not talk to anyone at the airport. They are sales agents from differant hotels trying to give you dirt cheap rates on excursions and stuff. If you get lured in they will pick you up and bring you to their hotels for sales pitches first (time shares.) You will be offered discounts for these same attractions thru Sunset. If you can try to plan ahead for excursions so you can book them and be set. We would have liked to have done Chichen Itza or Tulum which are all day from 8am- 6pm but we weren't organized enough and kept running out of time. We did go to Isla Mujeres. Took the party boat (fiesta!) right from the marina. About 40 mins. out they stop and snorkle; then go to the island for lunch; back on the boat to the other side of island to shop (it's more expensive here than Cancun.) Oh yeah don't bother packing towels- they provide and they're nice ones. We also did go downtown to Market 28- good deals! We lucked out by hooking up with another couple where she was origanally from Mexico so was great at translating. They took us back downtown at night- which I don't think I'd recommend unless you really know spanish well. Almost every bar had a band and it was a pretty happening place. We ended up spending a good amount of time at the pool bar. Gotta love those crazy monkeys! (ice, vodka, kahluia & a banana) We made it to 3 or 4 nightly shows Then at 10 pm one of the hotel staff takes whoever wants to go out on the town. $35- (it's $50 if you go on your own) each night is differant- Co Co Bongos, Senor Frogs, Margaritaville.. You really wouldn't want to swim in the lagoon and the red flags were up everyday at the Sunset Royal (although we were still able to wade out at least.) Both the Lagoon & Royal had quite a few activities to choose from. I had the efolating body scrub/ massage on the last day and wished I'd had done it every morning to start my day. It was awesome! The staff was really helpful and alot of fun!

I don't understand the negative comments that some people have made about the Sunset Lagoon. We had a week's stay from January 5 - 12, 2008 and had an absolutely wonderful time.
The staff is uniformly excellent: helpful, upbeat and hardworking. They all went out of their way to make sure our stay was a great experience.
There are three places to eat at the hotel (don't believe for a minute when a reviewer says there are times you can't get food). The restaurant with the buffet meals is open for breakfast, lunch and dinner. The snack bar near the pool is open all day and into the very late afternoon. The Italian/Seafood restaurant is open for dinner (you do need to make a reservation for this restaurant) and then there's room service until 11:00 at night.
We had booked a studio room and found ourselves in a two-level room with full kitchen, a queen sized bed and a pull-out bed, with a terrace overlooking the beach, complete with hot tub on the terrace. The room was immaculate at all times.
We did take the timeshare tour, knowing we weren't going to buy. but the incentives to go on the tour were worth it. The entire tour took about 2 and a half hours, but as long as you know that going in and stick to your "I'm sorry, I'm not interested", you can just go on your way, incentives in your pocket. At no time were the salespeople rude or overly pushy.
All in all, it was a fantastic vacation and I would go back in a minute.

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.