Ratings based on 502 Verified Reviews

4.0 out of 5
83% of guests recommend
4.3 Room cleanliness
4.3 Service & staff
4.0 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from US

Nice Hotel, Friendly Staff

Posted Oct 23, 2016
Pros: Most of the hotel staff was very friendly from the time we checked in to checking out. Jimmy invited us to the beach BBQ which was fantastic , thanks Jimmy!! The beach staff was great and so was Henry who set us up with the Mystic adventure tour. Sebastian, our tour guide, was awesome! We had a blast, worth ever penny. The head bartender at the pool bar, Fabian, was super nice and courteous! So was David! I love the lady who makes the omelette and pancakes in the adult breakfast buffett. They were awesome and very nice!! They made the trip worth it! Thank you for a great trip! Can't wait for our next trip.
Cons: The only place that was not enjoyable was Gourmex Mexican restaurant; staff was not outright rude but not friendly. We had one small metal basket of chips and 1 bowl of guacamole for 6 adults and had to ask for something to drink several times.he room was very nice but the moldy caulking just below the jacuzzi tub faucet needs to be removed! We also never received wash clothes or bottle water in our room during our whole stay, even after I asked for them. We didn't have the house slippers to go with our nice robes like to other couples we traveled with. Really need more shuttles to run during the day. Sometimes we had to wait 20-30 minutes. I think someone should meet the guests with drinks upon checking in; just a suggestion. The only reason I mentioned the negative was to provide feedback so improvements can be made for my next trip.
Location: Loved the beach, beautiful landscape and the wildlife and cats was a nice surprise. Shopping, and water sports!
Comment from Hotel Management
Oct 25, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you very much for your gracious comments. We are glad that you liked our grounds, beach, entertainment activities and the amiability of our staff. We are also very happy to hear that you were looking forward to returning to the hotel. Do not hesitate to contact us prior to your arrival so we can assist with all pre arrival requests and be sure that your stay surpasses all expectations. Warm regards.
3 out of 5
by A verified traveler from Salem, Ma

Switched to Sandos Caracol

Posted Oct 14, 2016
Pros: Very safe and secure
Cons: Long lines at every restaurant. Adult bar closed at 6 pm. Dark at night.
Location: Playa del Carmen has a lot going on
The hotel was very nice, but not great. There were long lines at every restaurant and the hotel wasn't busy. We took a day to go to Sandos Caracol, which is actually considered a cheaper hotel. It was beautiful. There were more guests, but it was never too crowded. We ended up switching to Caracol where the food was better and the atmosphere was perfect.
Comment from Hotel Management
Oct 15, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, First of all we would like to apologise for any inconvenient that you might have encountered in our hotel. Although we are sad that you left our hotel we are also happy that you felt at home in our sister hotel. We hope this was the first of many stays with our family. Best regards
4 out of 5
Recommended
for Everyone
by A verified traveler from Seattle

Great staff, large property

Posted Sep 27, 2016
Buffets were okay, a la carte restaurants were great. Amazing staff! Long trek to the beach from the Adults-only rooms gets old. Not enough choices for breakfast. Surprisingly good shows at night. Nice beach area and water activities. Clean and well taken care of. Overall very good!
Comment from Hotel Management
Oct 2, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you very much for your comments. We really apreciate that you had such a great time at our hotel and we loved seeing those lovely photos. We hope to see you again at our hotel. Best regards
5 out of 5
Recommended
for Everyone
by A verified traveler from California

Beautiful experience all in one package

Posted Sep 22, 2016
Great food and restaurants available to eat, hotel view all around, near by attractions. The beach is dreamy, you will not be disappointed
Comment from Hotel Management
Oct 2, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you ver much for your kind words towards our hotel. Indeed our beach is amazing and we are very happy to learn that you had such a great time in our company. We hope to see you again soon. Best regards
4 out of 5
Recommended
for Everyone
by A verified traveler

nice Resort but very large

Posted Sep 13, 2016
This huge resort required alot of walking and with a bad knee there was not enough golf cart service for rides. They were always full and we spent at least 30 minutes waiting everytime. Its a small thing that would help senioes alot. More carts.
Comment from Hotel Management
Oct 2, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you very much for your kind words about our hotel. We would like to apologise for the situation regarding the golf carts. We are in the process of adding more golf carts to our hotel so that this problem can be solved once and for all. We hope that you can give us an opportunity of welcoming you back at our hotel. Best regards
3 out of 5
Recommended
for Everyone
by A verified traveler from Houston, TX

Really Great and Not So Great

Posted Sep 9, 2016
Pros: The overall price / value made this trip well worth it. I liked Sandos, but I would try another resort in Playacar on my next visit.
Cons: The food
Location: Lots to do in a short distance, the Xcaret theme parks are close as well as great shopping in Playa Del Carmen.
There are some really wonderful things, The staff - super friendly and fun. The Beach - Amazing The Adult Areas - Well kept and what was promised, Adults Only The Rooms - I loved our Suite over looking the pool, perfect! Now there were a few areas that missed the mark. The spa - not so relaxing after our 80 minute message, we had mani and pedi, and the salon room had a smoke alarm battery that was out, so all you heard for the hour and a half was chirp....chirp....chirp. We asked the spa manager to help, he rolled his eyes and said he would, but the chirp was not fixed until 3 days later. This was all over the resort by the way. General maintenance to replace batteries! Staff was annoyed as well. managers (4 of them) whom we spoke to did not seem to care too much, BUT three days later the chirping almost everywhere did stop, so someone did care in the end. The food was ok. There were some items good and some not so good. I though maybe it was such a big place, the chef was overwhelmed. To my big surprise though, I think I learned why the food is just ok. Our last night we dressed up for the Gourmet Mex, supposed to be fine Mexican dining. Dinner was again just ok. But the worst thing ever was dessert. I ordered Churros, no churros. No problem, my guy and I were going to split the beautiful flan he ordered. We put our spoons in and CLUNK. Couldn't move them THE FLAN WAS FROZEN SOLID!! What a shame for our last dining at the resort. Frozen Flan in Mexico??
Comment from Hotel Management
Oct 2, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, We apologise for the inconvenients that you report on your review. We have, since your visit, take measures to avoid this situations to repeat itselves and we can only ask for you to give us another opportunity of hosting you at our hotel. We are sure we you will leave with a better and unforgetable impression of our hotel and service. Best regards
1 out of 5
by A verified traveler

Can't trust them anymore

Posted Aug 24, 2016
My watch got stolen from my room after the clean lady left my room open! They don't want to help
Comment from Hotel Management
Oct 4, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, We understand that you are upset for the disappearance of that item but it is part of our Hotel's Policy that we are not responsible for any items left outside of your security safe that is located inside of all of our guests room. We are at your service for any other questions or doubts regarding our hotel policy. Best regards
5 out of 5
Recommended
for Everyone
by A verified traveler

Experience

Posted Aug 1, 2016
We had an Amazing experience and staff is very professional.
Comment from Hotel Management
Aug 3, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you so much for your cumpliments towards our hotel and, specially our staff. We really value and recognize our staff's hardwork and we are thrilled that you left our hotel with amazing memories. We hope to see you again soon. Best regards
5 out of 5
Recommended
for Everyone
by A verified traveler

Perfect getaway spot.

Posted Jul 26, 2016
The food, drinks, and accommodations were outstanding.
Comment from Hotel Management
Aug 20, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you very mucho for your highlights of the things that you enjoyed the most at our hotel. It was a pleasure welcoming you and we hope to see you again soon at our hotel. Best regards
1 out of 5
by A verified traveler

Do not stay here

Posted Jul 19, 2016
Absolutely DO NOT stay here! The adult only all inclusive is a joke. The "mini bar" in room has no alcohol. The swim up bar normally is not setup till noon and then promptly closes at 6pm. The daily activity at the adult pool is Bingo...... The 2 buffet restuarants offer the exact same food everyday. The wait staff normally would come by the table for the first time right about the end of my meal. The self serve drinks are warm & they do not offer water. You must wait for h20 to be served by the staff. Also be prepared to sit in an open air environment, meaning no a.c and maybe 2-3 fans. You will sweat at every meal. The Mexican grill is a sorry attempt to recreate Chipotle. The Asian dining had 6 items on the menu for the entrees with really small portions & the rest was buffet. Exact setup for the Brazilian restuarant as well. Actually they share the same room just with a divider. The staff here is not friendly & in fact don't understand customer service at all. I booked for 10 days at this "resort" my gf was joining me for the last 4 days. The room says sleeps up to 3 guests, in order for her to join me I had to pay an additional $200 per day she was there. Which was over 50% of my entire trip, including my flight. Obviously we were staying in the same room, yet for that amount she could have had an entire room to herself. The hotel reception was rude & disrespectful & denied me to even speak with a manager. Sandos Playacar is the worst place I have ever vaca
Comment from Hotel Management
by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, We apreciate you took your time to express your opinion about our hotel. We apologise for the delay in the service at our restaurants. We are implementing measures so that the waiting time can be reduced. We are sorry that you did not enjoy the multiple selection of restaurants that we have at our hotel but we must mention a couple of corrections to what you comment: - Our asian restaurant is a full a la carte restaurant. There is absolutely no buffet food served at this restaurant. We think you might have confused it with our argentinian steakhouse that has, apart from it's menu, a buffet with various items, including sushi. Regarding the situation that you mention about your reservation: Every reservation price is calculated based upon the number of guests, number of nights and category of the room. So if you booked a room for 10 nights for one person and, in the middle of your stay you added another person to your reservation that will affect the price payed for the reservation, which is the same reservation policy in any hotel around the world. We apologise, once again, if you felt that our service was in some way below your expectations. We will continue to work hard so that we can improve our guests satisfaction. Kind regards,