My husband and I booked the Sunset Lagoon through a travel place called Resort Condominiums International (RCI). This was the worst resort we have ever stayed at. This was our first trip to Mexico and we will never go back again. We stayed in a supposed 5 star hotel, and it was so horrible. Our room was infested with ants. There was a broken window, broken door, there were light pillars that were not bolted down and almost fell on me. The food was being reheated and served and they put out pretty much the same food every day, and it wasn't good at all. A staff member who was working sat next to us at one of the bars and was drinking during their work shift. We felt like they treated you like crap if you didn't go see this 90 minute presentation to buy timeshares for their resort as they were really pushy about this presentation. We had papers with us saying we could do the optional all-inclusive plan. They force you to pay for it. They won't give you your key or anything until you pay a ton of money first. We were supposed to have certain items in our room, and they were missing. We kept asking for them to be brought to our room so we wouldn't get charged for them, and we had to go get them from the lobby ourselves because they wouldn't bring them to us. We had our do not disturb sign up one day and they came into our room anyways as we were about to leave. When they took us to our room, there were dishes all over the stairs. I opened a juice from our fridge and the cap and top of the juice were black. They didn't always restock the fridge. I had room service hang up on me. I was called inappropriate names by workers. When we called room service to get dishes, they would still be there the next morning. They offer complimentary rides from the airport and they did not have our ride ready. The mirrors and walls were filthy in the rooms. They touched our personal belongings and they would wake you up early in the morning with workers being loud outside. There were black hairs around our room and in a lot of the food. The food most of the time wasn't cooked all of the way. They have a travel agency to book excursions and the exchange rate was listed at one price and they charged us more. If they cancel one part of your excursion, they will allow you to reschedule the day, but they won’t give any money back. We went on one excursion where the hotel travel agency "forgot" to tell us we were traveling through an area with malaria risk. All they would say is sorry, and they would do nothing to help us. All in all, we had the worst experience, and our vacation was ruined. I would never ever suggest anyone stay here. The layout of the place seems gorgeous, but it's a nightmare. We got home, called the agency we booked through, and they won't do anything to help us either. We suggest people stay away from this hotel and the travel agency.

My husband and I have stayed at many upscale hotels in the US and Mexico. Sunset is absolutely at the top of our list. It is clean, comfortable and the staff are very attentive. When we bought our membership, we were comped a full day snorkeling trip, massages,a trip to Xel-Ha and the ruins, AND a cruise on one of the properties' amazing yachts. It was an exciting and wonderful trip! The sales rep who worked with us was so friendly and gave us many helpful tips about the Cancun area. We can't wait to go back this February. Don't listen to the naysayers. If you go expecting to get something for nothing, you are taking advantage of a community that wants to give a good value and should expect to be fairly compensated. Dont be one of the ugly Americans!

My family and I flew out to Cancun in April because I was going to have a desination wedding at the NH Krystal Hotel. During our stay there we decided to go on a timeshare meeting which was suppose to last 90 minutes. The meeting ended up lasting over 4 hours and when the presenter came to the end of the presentation my husband and I said "no" to the timeshare. At this time another manager came along and offered us a better deal; we again said "no." The salesman would not let us leave until after about 30 minutes of saying "no." At this time our salesman told us that he would escort us out of the building so I husband and I followed him out of the building. However, our salesman ended up escorting to the office of Rene Jr. who is one of the managers/owners at the hotel. My husband and I were in his office all alone with Rene and his staff. Rene made us an offer for a timeshare that would cost us $4,300 U.S. dollars and my husband and I thought that was a good deal at the time so we then accepted the offer. My husband and I went back to the hotel room to start researching the hotel and it's amentities a bit more when we discovered that all of the selling points for us ended being a sales pitch and a lie and we began reading several of the warning messages other customer posted online. We felt as if we got taken for a fool and began reading our contract to see how we could get out of the deal. We took a cancellation letter back to the hotel and were assured that everything would be taken care of. Four months later my husband and I are still trying to resolve this matter with our banks because the hotel is refusing to refund us our money. So I just wanted to provide readers out there this message of warning to think twice about doing business with Sunset Hotel Timeshares and with Mr. Rene Letaur Jr.

If you are planning to vist this resort in anticipation of perhaps buying a timeshare - don't do it! The resort in itself is nice enough. Now that we own a timeshare there - its the worst timeshare experience I have ever had. We have a floating week - and when you call to bank a week - they bank the actual week that you called - not a future week - consequently you have ZERO trading power. One time we called to bank a week and they banked a week that had already passed! When we called numerous times to complain, they said that that is their policy. Also, when we tried to sell it, we needed a document that didn't come in our closing packet. I have been waiting for 8 months for it!!!!!!!! I have been emailing back and forth to try to get it. We requested that they buy it back from us. They won't do that. So now I am stuck with a timeshare that is useless, and just left paying the dues, year after year, and trading for crappy properties. Don't buy from them, whatever you do!