Sunscape Sabor Cozumel

Having come to cozumel for over 20 years sometimes twice a year we regretfully tried a new place. The worst experience ever, the staff what staff they had were rude like they were doing us a favor. The Restuarant which has specific hours never had food that was on the menu you could get a chicken salad with one cube of chicken… no towels in our room, pillows did not have pillow cases on them and oh the list goes on… No service at the beach and the drinks which you had to go to one specific bar were the worst… The web site said top shelf a total lie unless you want to upgrade to the hotel next door which belongs to the same group at which they tried to sell us a 69000.00 time share. Disgusting!!!!! To say the least. We were forced to pay 80.00 in cabs to go eat in town every night as the food was so bad. Anyone who stays here it’s at your own risk !!!!! They are full of it and oh no smoking anywhere, So one can’t relax with a cigar and a drink. I can go on and on for a lot longer This was disgusting and very disappointing

This is our 2nd stay and we won’t be going back. The good…. The staff are friendly and willing to help. Oceanfront views are fabulous. The bad…. Only 2 restaurants and not both are always open. The menu doesn’t change it’s the same food everyday. After day 4 we started getting taxis to in town for food. ZERO PERKS FOR Hyatt Status.

This was our third time staying at Sunscape. It was noticeable different from the two previous stays.. The rooms were the same as the other times. The beds are a full size, not at all comfortable. Only two restaurants to dine at now. In the past it was three. Both are not always open at the same time. Long wait times for dinner and multiple times ran out of food. It was cold many times coming out or on the buffet. Wait times after ordering were long. Lunch is now a buffet, with cold food on it. Multiple people in our group got the fish at the buffet it was raw. The cheese sauce at lunch was orange water, so runny. There is no longer anyone offering to bring you drinks on the beach. Room refrigerator is only filled on first day now, if at all. We had three rooms only one had been filled. When we asked the front desk they said it is only filled once now. Two rooms had decent ac but the other did not work correctly. Went to front desk multiple times throughout each day. Was finally moved to a new room on the third day of complaining. Beach chairs really need upgraded. Most are broken and not enough of them with guests from Dreams and Secrets having access to them. Our drivers said they were trying to do away with Sunscape and extend the other expensive resorts. The only redeeming quality of this hotel is the beach access. Rooms advertised as beach view and beach front are so close to the ocean.

Dec 2023 for 8 nights Check in was not informative. TV in room supposed to have daily activities/restaurant schedules, not helpful. Hotel has a phone app that does not communicate with user. I could get restaurant hours but no housekeeping help/roomservice/minibar refill/maintenance calls. Turns out, no room service, mini bar only filled up on arrival. I did request a ground floor room, and got 3012, building on walkway on the beach. One day, after room cleaner finished, A/C unit started dripping lots of water.......phone in room did not work to call desk, that day, had to walk up to front desk to report a/c....Maintenance guy came in when I was gone, and was in and out in 20 minutes, a/c worked better than it had when I checked in.. Morning buffet was mediocre....no Mexican pastries I have had at 20+ resort stays in the past. No information given about dining at the other 2 properties on the site. Hotel website shows inroom coffee maker, non present. All service staff are great, and helpful. Restraunt hosts, servers, bartenders were all great, and very hospitible, helpful. I have stayed at a couple of Secret's resorts, and a couple of Dreams resorts, and this brand did not live up to either of the others reputations. I worked for Hyatt Hotels, out of college in 1979-81, and this place is definitely not up to the standards we had back then. And now, summer of 2025, pricing for this property, on Cheap Caribean, Apple Vacations, and Travelocity, all show it is now priced $200-500 more per person for a week than either Dreams, or Secrets. By reading recent reviews, they certainly do not deserve that much of a bump in admission fees......Don't go here, not worth your time or money

I always have low expectations when staying somewhere so I am always pleasantly surprised. This resort didn't even meet my low expectations. The Good - The room was clean and comfortable. The AC worked well. The housekeeping staff was great. The pool area was good - if you like kids. The beach bars had friendly bartenders and were a good place to hang out. The coffee/ice cream shop was good. The Bad - There are only two restaurants at the resort. The menu didn't change at either restaurant, so you eat the same things for lunch and dinner. We learned the best things to have at both restaurants and had that everyday. The nachos at the lunch place were terrible. This is Mexico and I don't even think the staff would eat the nachos. The wait for lunch was long. One day we had 18 people ahead of us. Every all-inclusive resort should have a buffet so there is a good selection of food and no waiting to sit. This resort does not have one. Internet was bad. No internet in the restaurants or beach bars or in our room. No nightly entertainment. No special food/night set up day or night. I like to sail and neither sailboat worked. They said they hadn't worked for a long time. Not much else to do.

Everything was horrible. I did not receive my welcome bar after being told daily that they would set it up. My refrigerator did not work, upon arrival there was one soda in the refried left from previous occupants AND the refrigerator was dirty. I did not have towels in my bathroom for me to shower or dry off with. I called the FD and was told that I would receive those items but never did. I had to ask the cleaning guy the next morning in which he provided towels and 4 bottles of water. He noticed the refrigerator was off and stated he would report it but never did as I NEVER received a call, note on the door or any other communication (after reminding them daily). Hair was on my bed and on the floor. My AC unit leaked everyday regardless of what temperature it was on. The food was horrible and not properly stored when put out for consumption (fruit bar). There were fruit flies everywhere including on the fruit. People were picking fruit up with their bare hands to eat. I would NEVER recommend this resort to anyone. The manager was never there in the morning, only after 3:00 pm and the front desk never notified them of my complaints and wanting to speak with a manager. When asked to move to a sister property next door, you had to pay a fee. This resort is made for locals to enjoy. Nothing about this resorts is pleasing and worth a stay. Hyatt Inclusive Collection takes no responsibility in how this resort is a representative of their brand.

TLDR: Snorkeling is amazing, food is pretty abismal and lacks any variety. We had stayed at this hotel a couple of years ago and had a pretty good time. This trip, the cost was around $216/night for 7 nights which wasn't bad as that was for a couple. All-inclusive to me that was a good deal for food, great beach, and unlimited alcohol. We had to sit down with the salesman to decline the opportunity to get a timeshare right when we got there. That turned us off quite abit and this happened the first stay as well. You are exhausted, want to just get to the room, relax, maybe go to the beach, and they still kinda hold you hostage. After telling them that we weren't interested in any excursions because we have done them all, many more than once, they then tried to up sell us on the restaurants, more on that later, but this put another sour taste in our mouths. It wasn't the up sell as much as the insane cost/night. It seemed that this resort was like a bait and switch. Was cheaper than the other two to get you here, and then try to up charge you for basically an experience that should already be included. Snorkeling: We visit Cozumel often and this was one of the best beaches we had encountered for snorkeling straight from the beach. The beach is rocky and if you are expecting white sands throughout, it is not. But you can still easily stroll along the beach without any rocks, just walking into the water is almost always rocky. Although the snorkeling is still great, and the beach is clean, one change is that they have removed any of the bouys out in the ocean that used to establish the swim area, in doing so, it allows boats to come alot closer than they ever did and this is a bit concerning, but not trip ruining by any means. Makes it alot more choppy sometimes when you are snorkeling, but still great snorkeling with a good diversity of fish, eels, rays, octopus, and more. 5 out of 5! The app: So we used to have a board that we could come to to get information. Activities for the day, drink of the day, what time the restaurants were opening and what the menu was, etc. Well they have modernized...slightly, and moved to a Hyatt app. That would be great, if it was useful, or accurate. Basically none of the information was accurate and seemed to not be updated at all. Pretty useless, and especially if you can't get internet, which you can't on about half of the hotel's campus. 1 out of 5. The room: The room was great! Bed was very comfy, the air conditioner worked for us and the other couple we came with. They did have some issues with the card reader to get into their door pretty much everytime, and they had a bit of issue getting room service to actually clean and resupply the room. We didn't have this issue, but also only twice actually requested the cleaning. Otherwise we left the do not disturb sign on the door the entire time. There is a smell of septic in a couple of places in the hotel that you have to walk by that is a bit off putting, but other than that, pretty much 5 out of 5! The food.... Well when we came the last time we had access to 4 restaurants including a little van out the side of one of the other restaurants that just did quick fries, burgers, hotdogs, that sort of thing. This one was awesome because if you wanted to just come up from the beach to grab a quick bit, or take it back down to the beach with you, you could. You didn't need to get dried off, cleaned up, anything like that which if you are beach bums like us who love to just roll up on a quick meal and then get back in the water, that's ideal. Wellllllll that's gone now. The van remains, but was not open the entire stay. We went during the busy season. If it was September I might understand. The other restaurant we used to (key phrase "used to") have access to was the buffet at Sunscape Secrets. Since there are three hotels that are all Sunscape and adjacent to each other, they used to allow you to go over to Secrets to utilize that restaurant as well. That was nice to be able to have a bit more variety. However we were unpleasantly surprised to find out that now, you would have to pay $100/night to access that restaurant, often which it was not even open. Had we decided to pay for that ahead of time I would have been extremely upset! The food when we stayed previously was definitely not worth $100/night. It was unclear whether that was per person, or per room, but even at $50/night compared to the rest of the cost of our stay, that was ridiculous. They also offered us access to a new restaurant at Sunscape Dreams for $50/night. Having the experience I had in the past, I knew I wouldn't be trying it as the past the food was decent, but the restaurants were undependable. Over the course of our trip we could see the restaurant at Secrets and often it was not open, and many nights guests that were staying there, ventured other places to eat, so very glad we didn't fall for the upcharge. The food we did eat: So we only now had two restaurants available to us. Ok, for the price it's not terrible. I'll start with the best, Sunnyside. This is your only food option for lunch, so if you don't like the menu, you're pretty screwed. It has courses and only 2-3 options for each course. Sunnyside's lunch and dinner menus never changed the entire 7 days we were there. Wow was that a shock. The previous time we had eaten here almost exclusively because the menu for lunch and dinner changed every day, and that was during the off season even. And previously the food had been pretty good. I will say the food was still good, a bit misleading or poorly named sometimes like the Arugala salad...that we all got an none of them had Arugala. But after several nights the food was soooooo boring. I understand cost savings and whatnot, but over 7 days that menu should have changed somewhat. Lunch consisted mostly of American food like a burger, macaroni, etc. There were nachos that were just tortilla chips and melted cheese, a philly cheesesteak type menu item which was great, and a few other options. If you were vegan, you would have a very hard time eating here as nearly everything had meat and/or cheese. El Patio. Ahhh El Patio. From our previous stay we knew this was the worst. If I remember correctly the menu here never changed in our previous stay and the food was bland and stale. Well at least one thing in this hotel hadn't changed. The breakfast buffet (the only food option you have until 12:30!!!) was stagnant. Everything overcook and dry. Occasionally we had a different dish in the mix, but it was rare. Most of us basically stuck to like three menu items every day. And the coffee was terrible. It was either so weak it might have well been chocolate water, or it was sour, probably from being overdone or sitting too long. El Patio is closed for lunch and reopens at 5:30 (maybe, sometimes) for dinner. More than once we came around 6 to basically find the restaurant abandoned and questioning whether it was even open. After a few minutes someone would seat us, after turning on the lights because we were the first guests, etc. Made me feel old I guess, and I am getting there, but still under 40! This service was by far the worst. Often I would get our own drinks because we would go quite awhile without seeing anyone. Rarely even got our dessert or stayed for it because it was such an inconvenience. The menu is about as diverse as Sunnyside, but pretty much everything was poorly cooked, under seasoned, and bland. Made me think of nursing home, or hospital food. Pretty much found one menu item (the fried fish) that was edible for most of us and stuck to that the entire trip. Food to us was 1 out of 5! All-in-all if you are just going for the beach and snorkeling and can tolerate the food, it's a great option. We are definitely going to be shopping around again next time because of the decrease in food options.

Dear [Hotel Management/Customer Service], I am writing to formally express my dissatisfaction with my recent stay at Sunscape Sabor to seek resolution regarding several issues I encountered during my visit. Upon checking into my room on the 3rd floor, I found it in unacceptable condition. The door had a significant gap, allowing bugs to enter, and the sheets were covered in hair, suggesting they had not been changed. The bathroom floor was dirty, with dead bugs and grime present. I have attached photos for your reference. After raising these concerns, I was moved to a different room on the 1st floor, which unfortunately did not meet my expectations either. The window did not lock, the temperature was uncomfortably hot, and there was a pervasive musty odor. Consequently, I refused to accept this room. Despite this situation, I was charged $300 to relocate to the Dream Hotel, which was immensely better in terms of quality and cleanliness. The overall experience at Sunscape Sabor has been the worst I have ever encountered at a resort. Additionally, I was disappointed with the food and beverage options. The drinks at the Sunscape café did not meet the expectations of an all-inclusive experience, as they were lacking in alcohol, and the cleanliness of the cups and glasses was questionable. Given the numerous issues and the overall negative experience, I kindly request a partial refund for the amount paid during my stay. I believe this would be a fair resolution considering.

The beach was great for snorkeling. A lot of different juvenile fish.

Staff and facilities are great. Food hit and miss