Ratings based on 673 Verified Reviews

4.0 out of 5
82% of guests recommend
4.3 Room cleanliness
4.3 Service & staff
4.0 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler

horrible

Posted May 18, 2017
Our Ac did not work in our room and they never came to fix it. We called several times and they just said sorry nothing we can do. Ruined our whole trip.The Resturant's are good just a very long walk to get there. The bar tenders and staff were friendly. The front desk is very rude though!
4 out of 5
Recommended
for Everyone
by A verified traveler from Norman, OK

Very nice resort. Lomg walk to the beach.

Posted May 17, 2017
This resort is gorgeous and worth seeing, however if you stay in the adult only area be prepared for a long walk to the beach. They say it's about 7 min walk. Seems longer and after walking back and forth to the beach and back it gets old real fast. They do have a golf cart that runs with pick up points around the resort. We never took it though. At the end of the day I would easily go back because the quality of the resort out shadows the long walk to the beach!
Comment from Hotel Management
May 17, 2017 by Lizeth Arratia-Web Relations Manager , Hotel Management
Dear Teagan, Thank you for taking the time to write about your recent experience at Sandos Playacar Beach Resort. We are glad to read that you appreciated our beautiful facilities and that even though the walking distance from your room to the beach was long, you enjoyed the walk. It will be a pleasure to welcome you back soon! Kind regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from Ridgefield, WA

Nice resort, Very large, Beautiful beach!

Posted May 15, 2017
Pros: A lot of different atmospheres. Many different pools. Many different restaurants. Very nice beach!
Cons: Softer mattresses, a/c that works, premium bars open until at least 12am & more frequent drink service at the beach.
Location: At the south end of the hotel strip so not a lot of people walking by & a great nature walk on the beach to the south. Sky dive & land at the hotel!
Overall stay was great, we found a great all inclusive rate. Our room for the fist night had no a/c, we were upgraded at no cost to a 2 room, 2 bath Hacienda for the rest of our 10 night stay (this may not be the norm but we sure enjoyed the upgrade) :-) The grounds are very large. That being said, after a few days you learn your way around & it doesn't seem so big. The mattresses are hard & uncomfortable (personal opinion). The beach is Large & Beautiful! Fun themed beach activities every day & room to get far enough away in the adult section on the beach if you want quiet. Nightly events on the main stage. Kayaks for free use, paddle boards & sail boats for a 1 time fee then you can use them any time for the duration of your stay (need sail boat experience or they can train you for a fee prior to use). Really cool downtown shopping experience set up by the main pool & event area a couple of nights a week. It is a nice walk to town on the beach but definitely a taxi ride for going out to dinner in town. Breakfast & lunch is mostly buffet food but they do have a very good burrito restaurant next to the cupcake shop. I would definitely stay here again in the future, great price!
Comment from Hotel Management
May 17, 2017 by Lizeth Arratia-Web Relations Manager , Hotel Management
Dear guest, While extending you a warm regard, I would like to deeply thank you for choosing our hotel for your recent vacation as well as for the time you have invested to share this review. It is great to read that you enjoyed our facilities and activities. We hope to have the honor to welcome you all back to your new home at the Mayan Riviera. Kindest regards,
5 out of 5
Recommended
for Couples
by A verified traveler from Seattle, WA

Amazing resort on an even more amazing beach!

Posted Apr 26, 2017
My boyfriend and I stayed for a week and had a wonderful time. There was a big variety of food choices available all day...having dinner options until 11 PM was great! We went into Playa del Carmen and had a great time. We had an idea to walk along the beach front there, but the beaches are so narrow and crowded. If you want beach time with tons of space and the smoothest sand, stay at Sandos Playacar!
Comment from Hotel Management
May 11, 2017 by Lizeth Arratia-Web Relations Manager , Hotel Management
Dear Ashley, I would like to take the opportunity to thank you for your preference and for sharing your vacation experience. We are glad to read that you and your boyfriend had a wonderful time enjoying our beautiful beach and the variety of food offerings. We hope to see you again soon in your new home away from home. Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 18, 2017
Our experience was incredible. To repeat again! The quality and the variety of food it was worth it. The amenities were exceptional. Everything you need was offered.
Comment from Hotel Management
May 11, 2017 by Lizeth Arratia-Web Relations Manager , Hotel Management
Dear guest, thank you so much for choosing our hotel to spend your vacations. It is great to read that your experience was so incredible that you would like to return. We will be delighted to host you in your new home away from home. Sincerely,
3 out of 5
Recommended
for Everyone
by A verified traveler from Sacramento

Posted Apr 14, 2017
Food was below average at best. Alcohol was flowing all day which was good.
Comment from Hotel Management
May 20, 2017 by Lizeth Arratia-Web Relations Manager , Hotel Management
Dear Tim, Thank you for taking the time to share your feedback regarding your stay. We are sorry to read that our food offerings were not up to your expectations, but it is great to read that you enjoyed the alcoholic beverages. We hope to host you again in the future. Kind regards,
4 out of 5
Recommended
for Everyone
by A verified traveler

Very nice hotel for price

Posted Apr 9, 2017
The entertainment was awesome, i love it! The pools and beach also excelent. Service was exceptional. What I didn't like is that when you check in the sharks come, they make you listen to "explications" of the hotel but they trick you into a "tour" the next day. I just wanted her to shut up because I was hungry so I agreed but the next morning I went and canceled and ask for my deposit. They gave it to me, that I liked. They have a "vacation club" but it's a TIMESHARE, don't get tricked. I worked in one of those so I know a lot about them. The food wasn't the best, I was expecting more. The Mexican grill dissapointed me the most, the meat was not seasoned enough and the tortillas were regular, nothing out of the ordinary. The buffet was OK, not everything was good but they tried. I couldn't try the Italian restaurant because the wait was over an hour both nights. I believe they should implement a reservations system. The drinks at the bars felt like the bottles were mixed with water or were not original. Only the tequila and the mezcal tasted original. Overall, is a good hotel and if I go back I will only eat at the buffet.
Comment from Hotel Management
Apr 11, 2017 by Javiera Figueroa - Web Relations Manager , Hotel Management
Dear guest, While extending you a warm regard, I would like to deeply and sincerely thank you for the nice review you have written regarding your recent stay at Sandos Playacar Beach Resort. We are glad to see that you enjoyed your stay as well as our service. We apologize for any inconvenience that you might have had regarding the food, rest assured that we are working hard to become better and we will certainly keep improving the hotel facilities and our service, for your next visit. We would like to address your comment in regards to our sales staff inviting you to the presentation. Since we started with our Referral Program, our Royal Elite family has increased and we have welcomed a lot of new Members. One of the ways it works is by the Members sending friends or family through their membership so they can get to know the hotel chain and its benefits. Afterwards, most of the people are interested in acquiring a membership through us, and when this happens, the Member gets a reward as a gesture for helping us with the growth of this family. The reason why you were invited to our sales presentation was mainly because we do not want anyone to miss out on the opportunity or feel left out. We apologize if you perceived it as too pushy and we will address the situation with the staff as well. We hope to see you soon again.
4 out of 5
Recommended
for Everyone
by A verified traveler from New York

Food and reception needs improvement!

Posted Apr 8, 2017
Pros: wonderful facility very well maintained
Cons: Staff needs to improve their english and Festival main buffet needs to have at least a slight different menu every day. They serve same menu all day.
Location: CUN airport is a rip off. our flight was delayed for 6 hours. For 2 slices of pizza and can of soda $22. common mehico people are not stupid.
Overall hotel is good. First of all we were not bothered by time share ( Royal Select club) salesmen in every corner like the last trip we had to Mexico. That was a big relief. Also reception desk is pretty slow. People taking too talk on each customers. The lines are long at any given time. The only thing is the lack of variety at the festival buffet. Same food selection everyday. Its hard when you are there for 7 days. Also they advertised fillet minion at the french restaurant. Every-time we went there and ask they were out of it. Why advertise if you don't have. But overall the hotel is great. very well maintained. Everybody is very friendly. I would definitely recommend this hotel. Also you have to be very careful if you take a taxi ride to playa del carmen its like 5 min drive they charge you $35 each way. yes$70 for return trip. So watch out for that. You could walk ( Its decent walk if you like to do that) Tours are ridiculously overpriced. And anything is a rip off in Cancun. so watch out for that. Also something they have to improve is that the staff should speak clear english. Most of the customers are spanish speaking people. But very little people spoke and understood english. we had difficulty in ordering and communicating with the staff. Specially at the festival. We had to reorder at least couple of times with the drink orders. You order something and they bring something else. BUT OVERALL VERY NICE PEOPLE AND A WONDERFUL HOTEL.
Comment from Hotel Management
Apr 10, 2017 by Javiera Figueroa - Web Relations Manager , Hotel Management
While extending you a warm regard, I would like to use the occasion to deeply thank you for your selection of our hotel for your recent vacation as well as for the time you have invested to compiling this review. We appreciate your feedback regarding some areas of opportunity. We will certainly keep up the good work and will further improve our hotel facilities and services. We are glad to see that you enjoyed the services and attention from our members. We hope to have the honor to welcome you all back to your new home at the Mayan Riviera. Kindest wishes,
3 out of 5
by A verified traveler from mineola, ny

Beach was the only positive

Posted Apr 4, 2017
Pros: The beach and pool
Cons: EVERYTHING
Location: Fifth Ave, which I guess would be the equivalent of NY's Time Square just without all the lights.
Where do I start??? Online the pictures of the resort are beautiful however that was not the case. The room was dirty, and reeked of mold and moisture. There was mold everywhere and we had to complain twice before we got a humidifier which was after my husband mentioned that I was asthmatic. The food was bland and the service in the restaurants was mediocre, the only place that was enjoyable to eat in was the Festival buffet over near the beach end of the resort. Beware of all of the cats and local animals that are roaming the grounds. This is not vegetarian friendly at all and when we asked certain questions about dishes the staff was never sure.
Comment from Hotel Management
Apr 8, 2017 by Javiera Figueroa - Web Relations Manager , Hotel Management
Dear guest, We are very sorry to hear that you left our hotel with mixed feelings regarding your recent stay. I apologize on behalf of all our members for the inconsistencies you detailed in your review attached regarding our food and services. Rest assured that we will keep working hard to further improve our hotel services and facilities. Kindest wishes,
2 out of 5
by A verified traveler

Posted Mar 23, 2017
No smoking in most of the resort, although no one really says anything about the smoking. Rooms are all the same big and clean. The walk to the beach from the adults only is a nice 10 min maybe more. If you plan on an ocean view it can't be adults only. Staff and food are good better then most all inclusive I've been to. They do not take discover card so if you plan on bringing plastic make sure to bring a visa or MasterCard. Also exchange your dollars for pesos because the rate you get from the hotel is usually 2 or more pesos less.
Comment from Hotel Management
Mar 25, 2017 by Luis Ramirez - General Manager, Hotel Management
Dear guest, While extending you a warm regard, I want to deeply thank you for sharing your views and comments regarding your recent stay. We are glad to see that all in all you had a pleasant stay with us at Sandos Playacar Beach Resort. We hope to see you in the future back to your new home away from home. Kindest wishes,