GREAT hotel/location/staff. Bad airport transit.
Posted Dec 29, 2016
The beach and the layout of the outdoor pool and bar areas truly exceeded our expectations (with stunning views). The overall service was incredible (the indoor bar staff, especially Rafael and Veronica, were so welcoming). We were all very pleased with the resort's food (delicious & consistent) and restaurant staff (especially Romeo & also the buffet staff). The only substantial issue with our stay involved the transportation to the airport. We confirmed with the concierge and reception on multiple occasions that we could order an Uber from the resort to the airport. They insisted that we only needed to alert the staff so that they could allow the Uber passed the gate to pick us up. However, when it came time to meet the Uber, the doorman seemed determined to prevent us from meeting it, hailing taxis for us outside (that cost literally 10 times more), and insisting the Uber couldn't pass the gate. Meanwhile, the taxi drivers hovered around us and pestered us to take their cab. When we finally just ended up carrying our luggage to the gate to the meet the Uber, taxi drivers surrounded our car, heckled the driver, and then threw something at the car when we drove off. Uber is obviously new in Cancún. But Sandos really needs to sort out this situation. It is by far the most convenient and economic option for guests, so they should think seriously about how they will deal with this situation in the future.
Comment from Hotel Management
Jan 3, 2017 by Web Relations, Hotel Management
Thanks for staying with us. We work hard to make our guests happy and appreciate your feedback.
We are sorry to know your stay was marred by the mentioned circumstances; We do not suggest our guests to book an uber, in fact, if they require transportation service, se suggest them to book it through our co-company.
We sincerely hope we have the opportunity of welcoming you back for a renewed experience at some point soon.