Staff member Diego & the daytime security guard were very friendly & helpful.

The view

people at the front desk don't want to help at all. All the time they are trying to sell you something and whatever you ask they'll say it can't be done. Food is bad. On sight Spa is really bad ( whatever the spa claims on the website is not true). I would not recommend this hotel.

As a graduate student, and full time registered nurse, I was so excited to enjoy my Groupon Getaway package to destress with my boyfriend last week. We had previously used Groupon and had a fantastic experience; we took a sailing lesson together while on vacation last year and enjoyed both the value and the sport. Because we were eager to sail again, we used Groupon to book a six-night stay at the Sunset Marina Resort and Yacht Club in Cancun, Mexico. This resort offered amenities such as boats available for charter, airport transportation, an in-room jacuzzi, robes, slippers, a kitchenette, and a view of the lagoon. During the craziness of packing, we forgot to call to ask for airport transportation until we arrived at the airport. Upon calling, we were on the phone with the resort for over a half an hour, trying to establish transportation. The resort said that we were not in the system, and they did not have our reservation on file. We provided all confirmation codes and information provided from Groupon, but our reservation was still not found. Eventually, we were told we would not be able to be picked up from the airport as we had not called 24 hours in advance - although this is listed no where on the resort’s website. We were instructed to come to the resort with our confirmation sheet and “not to worry.” So we arrived at the airport and paid the $40 USD necessary for transportation to the resort. We were immediately told that we did not have a reservation; despite producing confirmation sheets and emails from Groupon, we did not have a room. We were told to “come back the next day” to get this all sorted out as the hotel itself had overbooked for the week. After explaining that we had traveled internationally and had no place to stay, the resort employees informed us that other Groupon customers had reserved rooms, and implied that perhaps we would have been booked under completely different names. Upon calling Groupon, I was told by staff, “not to worry” and was left on hold without any update from Groupon while the companies conversed over the phone. Eventually we were promised an “upgrade” and given the name of a five-star adults only all inclusive resort where we would be staying for the trip. We were provided with wrist bands so that we could eat lunch onsite while the staff contacted the sister resort to finalize details. After returning, we were presented with a new resort: a three-star, family-friendly resort very different from what we we had booked or the “upgrade” which we were promised. We were asked to sign documentation without much explanation and then were immediately placed in a taxi and sent to the new resort; after check-in, we were told we still did not have a room and to come back in about half an hour. At this point, we had been en route for upwards of 13 hours, and were completed exhausted. All I wanted was to check in and relax in the jacuzzi. However, when we finally entered the room, there was no jacuzzi, kitchenette, bath robe, or slippers; our view overlooked a construction site and multiple generators from the adjacent resort which inhibited us from using our balcony due to extreme noise pollution. We were actually completely unable to even hear the sound of the ocean while directly looking at the beach front. When I inquired about the amenities which I paid for, the resort employee simply said “we have 24 hour room service, so there is no need.” The room service menu included only a hot dog, hamburger, Cesar salad, spaghetti, and vegetable soup for dinner - every day. Upon inspection of the website, I found that we were actually given the most basic room available in the resort and not, in fact, an "upgrade." In addition to the generators, construction occurred both inside an outside the resort, daily, for sometimes nine or more continuous hours. Pounding of hammers and buzzing of saws prevented any in room napping that I was looking forward to enjoying. When we called the front desk to inquire about when indoor construction would stop, we were told that the staff was unaware of the construction and that security was needed to be called. We had a sometimes cold, broken shower in the room, and ill fitting linens that came off the bed every night while sleeping. The buffet was the only option for both breakfast and lunch - and gave me severe food poisoning. At the dinner restaurants, we sat next to tables with screaming, unruly children, including one who even shattered a plate by slamming it on the ground, just for fun. Similarly, beach relaxation was complicated by children constantly running, screaming, and throwing sand. While the resort offered many amenities for families with children such as a putt-putt golf course, a water park, kids' and teens' clubs, and baby sitters, these were simply not the features we were looking for as young professionals without children. We were required to use Spanish every day for even simple communication within the resort as hotel employees were not in fact bilingual. We simply had none of the amenities which we desperately desired or were promised during booking to have a restful or relaxing vacation. Our vacation was completely ruined as a result of these factors. I have never been so dissatisfied with a booking agency, their services, or the attempts to rectify the situation. Similarly, the resort which we were accommodated with was vastly different from the romantic location which we had attempted to book and did not provide us with anything which we wanted or thought we were paying for. I would recommend severing ties with the Sunset World hotel group as this organization was extremely unhelpful, disrespectful, and uncooperative during the disastrous situations and reflects negatively upon Groupon. I truly wish that I would have forgone the trip, and saved myself the stress which I was desperately trying to escape from. I would never recommend Groupon getaways to anyone, and wish that I had never utilized this service.

We didn't get what we ordered at all.