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Sunset Fishermen Resort Complaints and Reviews
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below we have listed the most common questions we receive on a regular basis. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Worst customer service ever!!!
Made reservations 6-8 month ago as I requested room 114A as my husband has a disability and is unable to climb stairs. We get to the hotel and we’re told we had to wait till 3pm to check in, however numerous people who checked in after us were given their room before 3:00 pm.
When I checked with the Concierge regard the specific room we requested he said he wasn’t sure what room we were assigned because he had to wait till 3:00 pm again I stated we needed a ground level room and that we specifically asked for room 114A. After waiting 2 hours at 2:00 he comes over and states we were going to get our room in April 20 mins..
When we get to our room it is not the one we requested, it had 1 full bathroom and a toilet in a closet! I went back to the Concierge and stated that room was not acceptable and we specifically requested room 114A. He brings me to memberservices and they were about as helpful as a piece of tape that doesn’t stick!! We again explained we needed a ground level room and we also needed 2full bathrooms as there are 4 adults.
He just looked at us with the deer in the headlights look and stated I can’t give u that room because there are guess who were supposed to be leaving today but they decided to extend their trip and are staying another week!
That is not acceptable those people were supposed to be leaving and technically they really should have moved them to a new room! They then processed to state that they have no other ground level rooms and they can put us on the 3rd floor but it isn’t a building with the elevators! Fine way to treat your customers with disabilities!! To bad the America disabilities act doesn’t apply to Mexico or I would sue Sunset Group!
This company is the worst and being that I am their employer they should treat us with a lot more respect. If it wasn’t for all of us timeshare owners these people wouldn’t have jobs! They treat the timeshare people rudely and give the people from RCI and Expedia and such with a higher regard which is also unacceptable!! I spent $10,0000 on my timeshare and pay $900.00 a year maintenance fee regardless if I used it or not , Plus then they charge an additional fee furniture upgrades (which I have yet to see at fishermen’s) it’s ridiculous!
The 3rd floor room they put us in is old and out dated. There is standing water on the deck, the bathtub looks like it’s never been cleaned, the beading is old stained and yellowed.
Air conditioning barley works on the main floor. I have attached pictures to show how old and shabby this room is !
They can’t even fix a broken door knob! Extremely Poor management and extremely rude memberservice and concierge.its really a shame because we have friends that come here also and we are seriously thinking of trading into another timeshare competitor to sunset group!
Amazing view is not always enough to make you happy.
Being an owner of 4 weeks at Sunset Royal Resorts for 13 years, every year we visited Sunset Lagoon or Sunset Royal Hotel in Cancun.This year we decided to visit Sunset Fisherman’s Resort. Our trip was very long, (from Australia) but we were very exited to see this resort too, which is also one of Sunset Royal Resorts.
We were not greeted by any body. At the checking in, our problem started. First, we did not get the Presidential or Master Suite which we purchased 13 years ago and paid maintenance for, instead we got 2 small bedroom unit on the 3 /4 floor, with very narrow stairs, there are no elevators at all. My husband & myself are 72 & 73 years old, both having problems with legs and backs lately, and claiming the stars up and down every time you need a glass of soft drink or water, which you can get only from the bar, because there is nothing in the fridge, is not a fun or amazing.
If our daughter wasn’t with us, I do not know what I would have done. This unit was so small, on level 3, 1 small bedroom whit 1 bed, very small bathroom, kitchen with empty fridge, small table with 2 chairs, and I paid for 3 persons (unit should be for 6-8 persons), small balcony with 2 plastic chairs., on the 4 floor another small room with small bathroom too..
This resort is All-Inclusive or if you like you can have Meal-Plan. We choose a Meal-Plan, because we were happy with 2 meals per day. Breakfast was a must, and than choice of lunch by pool, or dinner and drinks in the restaurant. If you needed a drink, you have to go to the bar and get one plastic cup to bring to the room, or ask for small bottle of water.
We paid lots of money for this Meal-Plan, we didn’t get what we expected, there is not room service, very disappointing. No INTERNET, and yes they said in the Confirmation Letter, FREE WiFi in the rooms & throughout the Resort up to 5 devices. That’s a joke, we had to go to lobby every time if we wanted to do some work on our laptops.
I agree with others, view is very nice, from your balconies, but you have to claim the stairs every time to see that amazing view. I like others to know that we are truly travelers, we have more timeshares in Mexico, we been to many different countries, city’s resorts, hotels, etc.and we have a lot experience about all sorts of services. At the end, we like to thank all the, waiters: Saul, Alex, Adrian, Fernando, Jose Fernando & the bellman who carried our small cabin bags upstairs.
And finally, I would never recommend this Resort to any body who is not very fit, who likes a night life, who is not direct member of Sunset Fisherman’s, or does not consider to purchase timeshare from them, and do not bring big suitcases or small children with you, you won’t be able to carry that upstairs. Seven days at this place was a disaster for us.
I don’t know if I should be upset with my Reservations person, who books our weeks at Sunset for years now, for not telling us that the place has not elevators, Internet and other important things, but I like to help others by sharing this with. We definitely will stay with Sunset Lagoon & Sunset Royal Beach in the future, but not at the Fisherman’s Resort., it is not wort the money we paid for.
Get everything in writing
This is a timeshare. It’s at a beautiful location, the rooms are nice, the staff will work very hard to get you to go over to see everything the Sunset group has to offer. The beach is nice. We have worked on getting reservations there for several years, and always get told…
Central office for timeshare scam
We went to this resort to look at a timeshare presentation and we unfortunately signed on to a vacation package. We had buyers remorse and cancelled the contract within the 5 days per our contract. Since then they have been rude and threatening telling us we can’t cancel and must lose our money. We are trying to get a resolution but they are lying to us
First, upon arrival when all you really want is a shower, you are made to stay in the lobby for 10 minutes, then you are shown to a dining area where you wait another 20.
Then, immediately, comes the sales pitch…upgrade to this or buy that. You MUST have the meal plan…anything they can sell you. The meal plan is a rip off as the food is TERRIBLE. Buffet every day. You could never drink and eat the $55 a day they charge for two meals. The drinks come in dinky little plastic cups with very little alcohol. TIP: walk into town for meals. There are plenty of good restaurants.
Then, the constant stream of salesmen and potential suckers streaming from the lobby to the pool and up into the bowel of the sales room (which is god awful). I accompanied a friend and was aghast at the heavy sales pitching going on all around me. The culmination of this pitch is the popping of a bottle of sparkling wine for those who are crazy enough to buy in. UGH.
The staff, although lovely, was not helpful. They did not work well together as a team. Nobady knew, eg, where the luggage storage was and we were mistakenly woken up at 7 a.m. for a trip that they had previously cancelled for us. The salesman whom I refused was rude, turning my declination of buying a timeshare into a personal attack. The concierge was loud and brassy and outright lied when it came to prices of tours. We were, for example, promised four FREE tickets to trips and then made to pay $35 each for the “additional all-inclusive mandatory” fee.
All said and done, if you are interested in Mexico, its culture, its people, the Mayan culture, food, etc, DON’T stay here. Buy a good guide book and book a hotel, eat out, do the tours on your own (you’ll save a bunch of cash.) Another tip: don’t take their $40 shuttle to and from the airport. The public bus (ADO) is $9 each way and a comfortable ride. It will take you right to downtown Playa del Carmen and a short $5 taxi ride (taxis right outside the terminal) can take you to Fisherman’s if you must…