Ratings based on 613 Verified Reviews

They paid and stayed. We double-checked.
4.0 out of 5
82% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
5 out of 5
by A verified traveler from US

Nice hotel many things to do

Posted Dec 1, 2016
Just a very relaxing trip. Staff was friendly and helpful. Food was good Resort grounds are very long
Comment from Hotel Management
Dec 1, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, We apreciate your review and we are very glad to learn that you had such great experience at our hotel. We hope to see you again soon, Kind regards
3 out of 5
by A verified traveler

Great beach!

Posted Nov 26, 2016
Pros: I liked the beach. Plenty of activities to keep you busy if you wanted that. Staff were very helpful and friendly.
Cons: Showers could be cleaner.
Location: Bike riding and snorkeling!
We enjoyed our stay. Beach was great nice soft sand. We had a few days of very calm water and a few with some nice size waves. We ate buffets for breakfast nice selection. Dinner we did sit down service food was good service was great. We were in adult section rooms need some work especially the shower area (bleach) some black mold on tiles. We traveled with other couples one had no toilet paper holder for a week! One had a leak from the floor above on our last night called no one ever came! Some rooms received fruit or wine some did not. Some had slippers/robes. We had just slippers not a big deal,but there needs to be consistency.
Comment from Hotel Management
Nov 28, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you very much for your contact and for your review. Although we are happy that you had an overall good stay with us we must apologise for the inconvenients you reported. We will be taking a closer look to these situation has we do not want this to happen to any other guest. We hope that you can give us another opportunity of welcoming you to our hotel, so that we can exceed your expectations and grant you an unforgetable vacations. Best regards,
4 out of 5
by A verified traveler from US

Nice hotel, on the beach

Posted Nov 22, 2016
Great location, beautiful beaches! Adults only is the way to go, premium bars are included. This was my second time at this resort and I wouldn't of been back I didn't enjoy it. Fun staff and events! Food is not the best but better then a lot of other resorts in the Cancun area.
Comment from Hotel Management
Nov 22, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Dear guest, Thank you very much for your kind words towards our hotel and our staff. We are glad that you had such a great time in our company and we hope we can have the pleasure of welcoming your back so that we can surpass your expectations. Kind regards
4 out of 5
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
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
by A verified traveler from mexico

Excelente hotel para ir con tu pareja!

Posted Sep 24, 2016
Tiene zona para mayores de 18; sin niños, cuartos con jacuzzi, 5restaurantes diferentes, acceso a playa, eventos cada día; realmente cubre todo lo que necesitas para disfrutar con tu pareja. No dudaría en recomendarlo!
Comment from Hotel Management
Oct 2, 2016 by Joao Silva - Web Relations Manager, Hotel Management
Estimado Sergio, Muchas gracias por sus adorables palabras hacía nuestro hotel y nuestro servicio. Nos llena de felicidad saber que usted reconoce el arduo trabajo de nuestro staff y agradecemos su recomendación. Esperamos por su pronto regreso a nuestro hotel. Saludos cordiales,
5 out of 5
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
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
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