SLS Cancun

If you’re looking for a relaxing, quiet stay, SLN is not the place. The hotel plays very loud electronic music from sunrise to sunset, which makes it hard to unwind. We arrived on 04/11/26 around 11:00 PM and were assigned room 402. The room is spacious and modern, but some wear and tear is visible (photos attached). The pillows were thin and uncomfortable, and the toilet paper was very poor quality. The first day was pleasant apart from the loud music: the beach bar and sea were calm and warm. However, by about 5 PM the building casts a shadow over the beach and it becomes chilly. Service declined after that. On Monday—when the hotel was quieter—service was slow and mistakes occurred that should have been avoidable. My husband ordered a margherita pizza and after more than 40 minutes received a pepperoni. Another 30 minutes later the pizza arrived but was underwhelming. On another day we ordered arancini and a beef starter; the arancini were tiny, cold, and had a fishy smell. The beef starter was incorrect. The staff exchanged the order quickly and removed the arancini from the bill, but we would have preferred to receive the correct, hot dishes initially. The main pool, advertised as adults-only, was regularly full of children. The larger pool was apparently for residents only; when I raised this with a staff member who I believe was the general manager, she dismissed my concern, claiming it was allowed because of a holiday (which it was not). Children were present at the pool every day of our stay. On day four I went to the pool around 9:00 AM and found no staff for nearly an hour; I had to find someone to assist me. I requested an umbrella be opened; a second umbrella was initially refused due to “wind,” and later claimed to be broken. After insisting, a manager finally came and opened it. At one point an infant cried loudly for about an hour and no employee intervened. Food options are limited—especially for vegetarians—and both food and drinks are overpriced. Two positives: we left two items on different days and both were returned, so belongings appear to be safe. Overall: the hotel has a nice setting and a modern feel, but management and service need improvement, it’s not vegetarian-friendly, and the persistent loud music makes it unsuitable for a peaceful stay.

I’m not sure why Chase has it as an Edit stay because we have booked. Other edits stays and have been so happy with the resorts. We have stayed at. This is definitely not it. I do not believe that. It is worth the price. The food is very expensive and definitely not quality. There is no lounging area on the beach. We were told it for residence. Only as the Hotel only has 40 rooms and the rest of the building is residential. The bedrooms are OK. The service is mid. We believe it is very overpriced for the quality and we’re not staying again.

My stay at SLS Cancun was extremely disappointing. During my stay, I kept my wallet containing cash inside the room safe. Two days later, I opened the safe and discovered that $150 USD was missing. Given that the wallet had been stored in the safe, this was very concerning. What made the situation even worse was the hotel's response. After reporting the issue, I received little communication from management. On the day of checkout, I had to seek out staff myself for an update. Nobody proactively contacted me or kept me informed about the status of their investigation. The only explanation I received was that they had "checked the log." When I asked what the log showed—whether it tracked room access, safe access, or anything relevant—I was not given a clear answer. When I asked to see the log, I was told it was private information. At no point did I feel that my concerns were taken seriously or that there was a genuine effort to provide answers. Finding money missing from a wallet stored in a room safe is concerning enough; being left to chase down updates only made the experience worse. Based on my experience, I would strongly caution future guests not to assume that their cash or valuables are secure simply because they are locked in the room safe. If something goes missing, do not expect clear answers, transparency, or meaningful follow-up from management. Very disappointing experience