Ratings based on 1,116 Verified Reviews

4.3 out of 5
86% of guests recommend
4.5 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted May 25, 2017
Right at the beach, good food, entertainment, and well kept! The staff is extremely nice and friendly!
Comment from Hotel Management
May 26, 2017 by Web Relations, Hotel Management
Dear guest, Your feedback is very important for us; therefore, we want to thank you for taking the time to share it with us. Best Regards!
5 out of 5
Recommended
for Couples
by A verified traveler from Princeton, NJ

Anniversary delight highlights

Posted May 17, 2017
Pros: Excellent service, everything was clean. Food warmers / coolers at proper temps. No food poisoning. Ate ice w/ rum&coke, brushed teeth w/tap, 100% ok.
Cons: Better dinner steak options. Keep top shelf spirits at all bars. Heat the pools. It was hot enough outside to enjoy them, but warmer would be better.
Location: Booked onsite w/Aquaworld; Jungle tour, EPIC snorkeling: Isla Mujeres boat snorkeling not as good, too deep: Sunset King cruise, worth the splurge.
Arrived late Sun, through Friday. Ordered from late room service, 30 mins, yummy hot nachos. Hotel is smaller than surrounding ones, but it has space to deal with its capacity well. It never felt crowded. We didn't have issues getting a beach bed, but non-Royal pool loungers were scarce by 10am most days. Some topless at beach, not at pool. We weren't hassled to buy into the Royal club. The concierge mentioned it a few times on the tour, but after a firm 'not interested at all', it was dropped. Buffet breakfasts very enjoyable. 1st Hola & coffee would take a few mins though. We didn't ever request any section though. Tipped 2 USD at breakfasts, 3 at lunches, 5 at dinners, & 1 USD per 2 drinks from bar or waiter. Tipping is unnecessary, but everyone that we had serve us seemed to deserve more than just a thank you. Refills faster, sometimes without even asking once we tipped. If drinking white white, ask for the bottle and an ice bucket. We did lunches at the pool Bistro. Fast, hot food, great views. House wines: 3 white wine were good, no stand out. Reds, so so. Unlikely as it was, Merlot was my pick. Cab was flat, syrah flatter still. Decent top shelf spirits. Dinners were good, a la carte or buffet. A la cart service was top notch. NY steak was cooked as requested, but tough to chew until I trimmed the grizzle off. Epic desserts, amazing choc volcano. Ages, Very few <18, few 18-30, most >30. Majority of people in decent shape. Great gym, Room 530 had a great ocean view.
Comment from Hotel Management
May 18, 2017 by Web Relations, Hotel Management
Dear JS, We sincerely appreciate your comments based on your marvelous and extra special vacation. Honestly, every point you highlight makes us feel proud and gratified as we were absolutely able to exceed your high expectations. It will be an honor to welcome you back soon. Best Regards!
4 out of 5
Recommended
for Everyone
by A verified traveler from Chicago

Nice hotel with some shortcoming

Posted May 14, 2017
Hotel it self is super clean so are the rooms. Great staff! Gustavo from Gaijin is awesome. Spa needs major work especially the jetted tub but Jessica and estefania gave my wife and I best massages while others were anywhere from average to really bad ( we had a total of 8). There are 3 "infinity" pools but only one seems to work. The other two sit still collecting dirt. The 3rd pool (most used closest to the beach) was murky and people smoked in the pool area ....disgusting . Every the staff attempted to clean the pool but all they did was brush off the dirt from the sides into the pool. i think the filter doesnt work. I was always the first person by the pool in the morning(7am) and when i got into it there was a haze of dirt lifting from the bottom. Food is a hit or miss buffett is great and poolside snacks are great there. There is not enough mexican food. There was one day that the menu had all kinds of international food but no mexican. I do not fly to mexico to eat bad indian, itialian, american, peruvian food. Avoid room serice and steakhouse i received a raw grey & purple steak 3 times in a row (ordered medium rare) Daily pool entertainment staff, dj, saxophonist, violinist, guitarist were the best ive experienced at a resort. i never looked for a drink the waiters were very attentive. They have above average liquor selection from johnyy walker black, jack daniels, chivas, crown royal, absolute vodka and a great tequila selecti
Comment from Hotel Management
May 16, 2017 by Web Relations, Hotel Management
Dear damian, First and foremost, receive our most sincere apologies for the multiple matters you point out on your review. We for sure are going to improve as soon as possible and take the necessary actions and measures, in order to completely change your perspective and avoid future inconveniences such as this in the future. We really appreciate your feedback and hopefully you will give us a second opportunity to provide you VIP services as an appreciation specially to you. Best Regards.
5 out of 5
Recommended
for Couples
by A verified traveler from Tulsa, OK

Beach hotel, excellent service

Posted May 7, 2017
Pros: The staff and facilities were excellent. Drinks were top shelf and plentiful. Beach and pools were beautiful with great cabanas, chairs, umbrellas.
Cons: Although the food was some of the best I have had in Mexico, it's not gourmet by US standards. Overall, it's good and plenty of choices.
Location: Beach location was great. It's in the middle of the Hotel Zone, so a quick ride from shopping and restaurants.
Hotel was very nice, clean, seemed pretty new. Pool area was awesome - numerous cabanas, lounge chairs, umbrellas and a wonderful staff of waiters and activities staff. The bartenders and wait staff were so friendly and anxious to get anything you wanted! The activities staff were fun and attentive without being pests. The food was good - better than most I have had in Mexico. The restaurants have excellent service. Overall I thought this was a tremendously good value. Will visit again!
Comment from Hotel Management
May 10, 2017 by Web Relations, Hotel Management
Dear F, Thank you very much for sharing with us your feedback. We are honored to know your stay was a marvelous one and your high expectations were successfully exceeded. Best Regards!
5 out of 5
Recommended
for Everyone
by A verified traveler

Luxury hotel w/ great food and access to beach

Posted May 7, 2017
Pros: The hotel was very nice, everything was clean and more of a modern feel. The restaurants inside the hotel were amazing especially the hibachi grill.
Cons: Making sure the rooms are ready when guests come to check in at 3 pm. (we were given our wristbands so it wasn't that big of a deal, but still).
Location: Location was great, just about a 15 min taxi into the port of Cancun. Highly recommend going to "Congo" (nightclub in Cancun). Great music.
Sandos had great service from the time we entered and checked in until we left. The food was incredible and they changed the buffet cuisine daily for lunch and dinner so it wasn't repetitive. Service by the pool and beach was great and they constantly had people walking around asking if you wanted more drinks or food. The weather during the time we went (4/30 - 5/5) was perfect and they always had great activities by the pool to keep guests entertained.
Comment from Hotel Management
May 10, 2017 by Web Relations, Hotel Management
Dear guest. We truly appreciate your comments and your feedback; thank you very much. It was pleasant for us to have the opportunity to welcome you and provide you our exclusive experience. Once again, thank you for taking the time to let us know about your excellent stay. Best Regards!
4 out of 5
Recommended
for Everyone
by A verified traveler from Dayton Ohio

Very friendly staff !

Posted May 7, 2017
We had a great time at the resort- friendly staff, good food and lots of entertainment options. The evening shows at various places throughout the resort were great. Martha (concierge) was very helpful and friendly. Jesus in the daily buffet restaurant was so attentive, funny and friendly. If there was anything you needed the staff did there best to obtain for you. Our servers in Bar 1 were amazing! Daily room service and the stocked mini bar made the stay extra special
Comment from Hotel Management
May 10, 2017 by Web Relations, Hotel Management
Dear Shannon, Thank you very much for sharing with us your experience, and also for posting some photos about how amazing your vacation was. We appreciate your kindness and honest review. Definitely, we're glad to know your stay was extra special and you might come back in a near future. Best Regards!
2 out of 5
by A verified traveler from Florida

All inclusive resort on the beach

Posted May 6, 2017
Pros: Location, facility cleanliness, staff
Cons: The food! Hotel is showing its age and needs some updating
Location: The hotel was in the middle of the hotel zone in Cancun, very convenient to many activities, historical sites, shopping, etc.
The hotel and staff were fine. Our room was clean and well stocked. If you are a drinker, alcohol is plentiful. Unfortunately the food was not up to par for a resort calling itself luxury. Only the Italian and Japanese restaurants provided hot, tasty meals. The buffet had plenty of food, but hot dishes were cold and they constantly ran out of basics, like butter! The steakhouse served a steak that was grey, tough and totally unacceptable. For a weeks stay, there was not enough variety in the food.
Comment from Hotel Management
May 10, 2017 by Web Relations, Hotel Management
Dear Andie, First of all, receive our most sincere apologies if your stay was marred by the matters you're pointing out; we will definitely improve the opportunity areas for your own satisfaction and comfort, since our guests' comments are a priority for keep reaching excellence. If you ever decide to give our resort another opportunity, we can guarantee you that we will make your next vacation extra special as an appreciation. Best Regards.
2 out of 5
by A verified traveler from NJ

Find another hotel

Posted May 4, 2017
Pros: Not much.
Cons: Cleanliness, sanitary food preparation, Inconsistent room cleaning - depending on the day.
Location: Went to a Pirate show - that was really good, very entertaining.Nothing close to walk to where this hotel was. Had to take a cab or bus to get around.
Went for a wedding....felt bad for the couple as things promised were not delivered - beautiful backdrop as weather was wonderful....but hotel dirty, pool never cleaned the entire week we were there....things floating in the pool, murky, felt slimy after swimming. Saw one waiter actually eat off our plates before food was delivered to us - watched others do the same, take sips from guests drinks then take to guest......watched a cook pick veggies up off the floor and put back into the omelet pan for a guest....couldn't eat there - had to go off property. Just very run down and not at all what we had expected from other reviews.
Comment from Hotel Management
May 10, 2017 by Web Relations, Hotel Management
Dear Charles, We are seriously concerned about your comments; please accept our sincere apologies for the multiple situations you're referring to. Unfortunately, we haven't received any complaint similar to this, as the hiring process is strict and staff is well-trained before they get hired. We for sure are going to look for the reports, in order to take the necessary actions and measures as soon as possible. Thank you very much for letting us know. Best Regards.
4 out of 5
Recommended
for Everyone
by A verified traveler from NWArkansas

Amazing beach!

Posted May 3, 2017
First-there is NOTHING wrong with this hotel if you are headed there! So don't panic. It's very small. Which is nice. The service is great! The outside needs a facelift. On our balcony we looked up and saw paper bags stuck in the cracks of the hotel? Lots of them. Weird. Our room was super clean as were the bathrooms. The mini bar was fully furnished each day. The steak house was delicious. We are there twice because the Italian restaurant was never open. We ate the buffet for breakfast and there were many many selections!!! The beach is great and the attendants there and at the pool, were superb! My reasoning for 4 stars is that it's looking a bit run down on the outside. Overall, we had a super pleasant stay and had a ball!
Comment from Hotel Management
May 10, 2017 by Web Relations, Hotel Management
Dear Amy, Thank you very much for your appreciation and kind comments in regards of your recent stay. We're truly honored to have had the opportunity of welcoming you to our resort and we for sure are going to welcome you back soon. Best Regards!
5 out of 5
Recommended
for Everyone
by A verified traveler from Denver Colorado

Nice relaxing vacation

Posted Apr 30, 2017
Pros: upscale facilities...friendly staff....very clean
Cons: furniture is very noisy when moved on marble floors...MENU selction on room service did not offer much for red band holders.....
Location: location is great.....on bus lines you can go anywhere
Arrived Tuesday and enjoyed our check in..Great food and drinks Entertainment and daily schedueled events were enjoyable....Beach was clean and staff were great....Management very responsive to our satisfaction with our stay...Manager Erika went out of her way to make sure we were happy...We would definatly stay here again
Comment from Hotel Management
May 10, 2017 by Web Relations, Hotel Management
Dear Raymond, Thank you very much for sharing with us your excellent impressions. We are glad to know your stay was spectacular and you might come back at some point soon once again! Best Regards!