Ratings based on 966 Verified Reviews

They paid and stayed. We double-checked.
4.0 out of 5
80% of guests recommend
4.2 Room cleanliness
4.2 Service & staff
3.9 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
5 out of 5
by A verified traveler

Posted Jul 27, 2016
My family enjoyed this beautiful resot I would recommend to anybody. Nice beaches, excellent service, and courteous staff members!!! Overall excellent resort..
2 out of 5
by A verified traveler from upstate, ny

Would not recommend

Posted Jul 23, 2016
Cons- Very few snacks, no stocked frig, no response to complaints, breakfast buffet consisted of yesterday leftovers, dry overcooked. Staff not very friendly, no bagel hut, should have more than one bartender, no entertainment by pool only on beach, very hard to find golf cart shuttles, very limited English. Pros - close to beach, water and beach clean, no reservations needed for restaurants,
Comment from Hotel Management
Jul 25, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, We apologise for any inconvenient that you might have experienced at our hotel. We take our guests opinion very seriously and we will do all of our best to improve our service so that we can exceed our guests expectations. We hope that you can give us another opportunity of visiting us so that we can improve your overall opinion about our hotel. Best regards
2 out of 5
by A verified traveler

Nice hotel, HORRIBLE food

Posted Jul 20, 2016
The hotel is nice, clean, beautiful beach, entertainment, friendliness, however, if McDonald's is the best meal you've had in a week when you arrive home tells you anything!!! I won't go back for that reason. Not to mention they will nickel and dime you and not be clear on certain extras. We won a couple free massages and we were not granted them. They would not accommodate a family of 6 and split us up for dinner. Not ok! Would not put 2 tables together. They cater to Spanish speaking people first. Lots of gemics to hear their time share crap. Just know.. Nothing is free and it definitely comes with a price! We have been to other resorts in Mexico and had much better food and experiences. Think twice.
Comment from Hotel Management
Jul 22, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, We apreciate all of our guests reviews and contributions to the several media outlets where our hotel is listed, but we feel that we have to correct some of the topics that you state in your review. 1 - Our hotel has a total of 7 restaurants, 6 of them are a la carte. Between the 7 of them we have asian-fusion, brazilian food, argentinian steakhouse, fine mexican cuisine, french cuisine, italian food, a buffet with themed days and both a cupcake/coffee shop and a custom made fresh burrito restaurant. If from all of that choice you couldn't find something suitable to your needs, well we can only say that this is unfortunate. 2 - We have a First Come-First Serve policy in all of our restaurants. This way none of our guests have to make reservations and come directly at their favourite restaurant and have dinner. However our restaurants, have their own tables organization and disposition. We apologise for the inconvenient but for a better and more eficient service we do not change this disposition. 3 - We are proud to have diverse staff that arrived at our hotel from many countries around the world. On our management team, for example, we have people from Italy, Germany, Portugal, Dominican Republic, USA and Mexico. So as you can see there are no favouritism to a particular country or language spoken by our guests. We treat every guest equally with respect and kindness and that is what makes our staff the best asset of our hotel. Kind regards,
3 out of 5
by A verified traveler

Service has declined

Posted Jul 17, 2016
I have been coming over the years to this hotel since it was called the Gala Playcar. It used to be a wonderful family oriented hotel with excellent staff and polished grounds. It has grown in room numbers and it is overcrowded, the staff is not very attentive and they cater to the Royal Elite Club members. Won't be returning.
Comment from Hotel Management
by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, We are sorry that you left our hotel with a bad impression regarding the service of our staff. First of all let me assure you that in no way we prefer to cater one guest instead of another. Our staff's kind attention does not make any difference between guests of Royal Elite, Select Club or Standard Rooms. If one of our staff members left that impression with you, we would like to apologise and assure you that is not the philosophy of our hotel and we will be addressing this issue in our next management weekly briefing. We hope that you can give us another opportunity to welcome you and to prove to you that our hotel caters to everyone's needs and expectations. Best regards
4 out of 5
by A verified traveler from Byron, GA

Right on the beach, for the most part.

Posted Jul 17, 2016
There are some pluses and minuses here, but for the most part, it's a great place. First the food- depends on which place you eat. The buffet ones are pretty much standard fare. The sit down restaurants are much better, and I highly recommend the Italian and Mexican. Top notch service and food. The room- here's where the story is- I booked two rooms, as my almost adults kids would be in one, the wife and I in another. There's was great. In ours, the A/C was pouring water when we got there. Then the ceiling started to fall in where the unit is. They wanted to move us to and other room. I was agreeable, as long as it was close by the other room, seeing that I didn't want to be away from the kids. They found one, as they were booked, but that one reaked of cigarettes, and another guest showed up to take this room as well. So, I took a trip to guest services, not happy. This is where the hero of this resort resides. His name is Renalto. He got with maintenance, and had them come put a new AC unit in, and get us back in our room. He stood right there with them until 11pm, (this whole thing started around 5)and ensured that they would at least get us in our room to sleep. He brought a bottle of wine and fruit to the room as an apology. That guy is a star in my book! Bars- the bar in the main meeting area is the best, especially if Jose is your bartender. He is phenomenal. Size of the place- as mentioned before, it's huge, so be prepared to walk. but it is a great place. I recommend
Comment from Hotel Management
Jul 22, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, It is with great pleasure that we read your phraising of a member of our staff. Please rest assured that he will see your amazing words and, also, our congratulations for a job well done. We would also like to apologise for the incident that you experienced. We hope to see you soon so that we can surpass your expectations. Best regards
1 out of 5
by A verified traveler from Texas

Gran Hotel, el personal deja mucho que desear

Posted Jul 15, 2016
Pros: Instalaciones alimentos
Cons: Trato hacia los huespedes
Las instalaciones son excelentes, el servicio de All Inclusive es buenisimo, la calidad de los alimentos es excelente, en general muy buena experiencia El unico problema que observe durante 1 semana es la calidad de el trato por parte de los empleados nivel medio ( supervisores). En varias ocaciones vivi yo y mi familia sutuaciones de malinchismo, donde se le da preferencia a 'extranjeros'. Por ejemplo, 1 dia queriamos comer en el restaurante Riviera Blue, la supervisora Tania Alanis, nos pidio que hicieramos fila (que era lo correcto) para pasar, al momento de estar enfrente de la fila llegaron 8 americanos y sin mas les dio mesa aunque nosotros seguiamos en la fila, le comemte la situacion y se molesto y su trato fue sumamente irrespetuosa. Situaciones como esta ocurrieron toda la semana.
Comment from Hotel Management
Jul 21, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Estimado huésped, Al momento de extenderle un cálido saludo, tomo la ocasión para agradecerle por compartir con nosotros sus comentarios anexos. Le agradecemos las observaciones que nos comparte sobre las cuales le prometemos tomar acciones correctivas. Esperamos tener el gusto y el honor de recibirles nuevamente en su casa en la Riviera Maya. Atentamente,
2 out of 5
by A verified traveler from Chicago IL

Nothing gets fixed

Posted Jul 5, 2016
Pros: The vicinity to the beach
Cons: Humidity control in rooms off the beach. Our floors were slippery and wet the entire stay.
Location: paddle boarding. Private lesson for $50. It was a blast. Off the resort. Ask to talk to Eduardo.
Our room has a leaky shower which caused our entire bathroom floor to puddle up with our showers. My mom who is 70 years old slipped and almost fell hard in the puddle. Luckily, she did not. We cleaned it up with one of our (few) towels they give you and called the front desk. This went on the whole stay. We were told night after night that the issue would be fixed , and it never was. They just blew us off. Told us what we wanted to hear to our faces, made all kinds of promises but it was never fixed. 6 nights of this. And to get extra towels was next to impossible. I had to take the shuttle to the lobby in order to ask for more towels in person since they refused to leave us extra (although they said they would continuously). This was not a "cheap" trip. I could pay the same amount and have stayed in a much nicer resort. I would not recommend.
Comment from Hotel Management
Jul 21, 2016 by Joao Silva - Web Relations Manager, Hotel Management
I am so sorry to see that our services were not up to your expectations and that you left our hotel with such a wrong impression from our staff. We will certainly keep working hard to improve our services as much as we possibly can. We thank you for your time and can assure you that we will give the utmost consideration to your observations. Kindest wishes,
4 out of 5
by A verified traveler from Los Angeles

Nice !

Posted Jun 28, 2016
Pros: Bedroom, location, rates
Cons: The marketing team trying to sale vacation rentals inside the Sandos, giving you calls early in the morning (7:30am) repeateadly.
Location: Ride your a bicycle for free around the Playacar area, it,s so nice
nice stuff, clean bedroom, overall good location The only complain is about the noise of the workers on one side under construction.
Comment from Hotel Management
Jun 30, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear Mark, On behalf of the Sandos Playacar family, I thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes,
3 out of 5
by A verified traveler from Iowa

A place to sleep

Posted Jun 26, 2016
Pros: The food was good, waitress and waiters were kind. Pools were clean and beautiful. Shows were great! Drivers were good and spoke well enough.
Location: Explo, zip lining was super fun. The dolphins swim was my children's favorite part.
First impression, had to book 2 rooms, due to site consided my teenagers as adults. Rooms were not even on the same floor. We were travel in wit 2 othere families, we asked to be close together, we couldn't have been further away. No way would I let me teenagers have a room by themselves. So my family would have to split up. First room with 2 beds and pull out was so smelly and damp. Slept there the first night, called and complained. The front desk said they were unable to move us due to being full but would send someone to help with the odor. Nobody came, called a second time and nobody came. Next morning we moved to our 2nd room. Which only had one large bed and a pull out. We stayed the rest of the week there. My husband kept checking our unaccupied room off and on, only to find a maid sitting at the desk in the room. What!?!? At check out they said we made phone calls, and of course we had not. We did not have to pay for those. Our stay was fine and we did have fun, rooms we clean for the most part. I don't feel like I would return however.
Comment from Hotel Management
Jun 30, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear Tonya, Thank you very much for your pleasant comment about your most recent experience at Sandos Playacar Beach Resort. We apreciate your cumpliments as well as your constructive criticism. We know how important it is our guests opinion to the continuous growth of our hotel, so thank you for that. We hope to see you really soon. Best regards
4 out of 5
by A verified traveler from New York City

Excellent Vacay!!

Posted Jun 26, 2016
Pros: The beach!!! You don't have to worry about getting up early in the morning to get a lounge chair, the have hundreds!!!
Cons: There was no dresser in my room and I would have liked to put my things away...
Location: Sandos is a couple of minutes from Playa Del Carmen. I paid $7.00 for a taxi. That's awesome! You can catch the ferry to Cozumel there too!
I had a fantastic time at Sandos. I had a oceanfront room which was very nice though not too big. It was close to most of the restaurants. I loved the king size bed, it was very comfortable. The biggest thing that impressed me was the FOOD!! You could not ask for a better selection and the food by the pools and the beach was outstanding. Not just your regular hot dogs and burgers. Riveria Blue by the adult pool served by far the best in between meals....Fish, Pork, beef, rice, pasta. You name it they had it. Outstadning!!!
Comment from Hotel Management
Jun 27, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear Jack, Thank you very much for the kindness of your words. We are very happy to know that you spent such a great time at our hotel. We hope to see you again soon. Best regards