Had a wonderful stay at Sandos Finisterra! Exceeded all of our expectations! Grounds were beautiful, service was great and food was delicious! Special thanks to Joanna for all help during the booking process!

Very nice hotel with a lot of trees covered everywhere to make the rooms more privacy and prevent the hot sunlight when walking around. However, the ponds are smelly. Rooms are spacious and very cleaned. It is good to have the beers and soft drinks in the fridge. Foods are good and plenty. The beaches are not big and the water is dirty that can’t swim in June.

We were a family of 7, 4 adults and 3 children, aged 11,10 and 8. Check in took a little time, however the lovely young lady checking us in was friendly and accommodating. She changed our King Family suites so that we could be on the same floor. We didn't get the pool view as originally requested, but the garden view was actually quieter and more private, plus we saw monkeys from our balcony one morning! Our suites were gorgeous with a huge bathroom with jacuzzi tub, separate shower and separate toilet. The suite was spacious, clean and well appointed. It was perfect! We were in the 9000 building. The location is close to the smaller breakfast buffet (Steakhouse) and close to three a la carte restaurants, Steakhouse, Indian and Brazilian, two minute walking to each, plus minutes from the large family pool with small water slide, swim up bar and lunch bbq area and this is the family pool with lots of activities. We spent most of our days at the family pool closest to the ocean so that we could go back and forth to the ocean or pool. This is where the larger water slide is (for children) and they have a covered outdoor restaurant with a variety of lunch choices. The shuttles were at the 9000 building, and they ran every 15 minutes. We never waited long at all. From the 9000 building you could walk to the beach and family pool in about 10-15 minutes. It is a beautiful walkway! Very scenic and lush well kept grounds. Our maid and water/coffee person kept our room spotless and if we ever asked for extra coffee or facecloths or water bottles they were more than happy to bring them. Our grandkids enjoyed the family pools and mini golf the best, and the older boys enjoyed the teen club after a day in the sun, or while the adults watched the shows at night. The main buffet was huge! There were SO many choices for our family! We tried all the a la cartes, the kids enjoying the Brazilian best because of the buffet type choices that went along with your meal. We didn't go to the French or Mexican a la carte with the kids. My husband and I had exceptional service and meal at the Mexican (this would be our favourite!). so personal, they brought the chef out and took a photo, we loved the young lady who made guacamole at our table, it was a perfect evening! They made us feel special! My husband and I loved the food at the French, but found the waiters were not warm or friendly. The food at the Italian was delicious, but again the waiters were not as friendly. Service in all the other a la cartes was fabulous, just not at the Italian or French. They were professional, just a bit cool. I am afraid I did not get the names of many staff like I usually do because we were with a busy family. The nightly shows were fantastic! The resort is beautiful and clean. The beach is lovely for long walks. It was windy and there is sargassum in the water, some days more than others, but we still got into the ocean! The pools are clean and staff were terrific. We never ran out of things to do. The kids were never bored. We needed more time here!! The location of this resort is over an hour from the Cancun Airport. We took a private transfer rather than wait for the provided shuttle (included with our package). We didn't want to waste time waiting to load a bus and stop at other resorts to drop people off. If you want to go off the resort to shop, there is a Plaza Playacar about fifteen minutes or so walk from the resort. We found many beautiful items. The resort also has a market, but I am unsure of how often it happens. It is huge and again has many vendors. There are very few vendors on the beach, which disappointed our grandkids. We never had any issues getting loungers by the pools or beach, and they offer lots of shade. Above the lobby there is a quiet bar you can go to and my husband and I went a couple of evenings before heading back to our room. We all had fun watching the monkeys, the coatis, the capybaras and animals around the resort. The kids sure enjoyed the Cupcake Cafe! We honestly needed more time here to explore more. We would definitely recommend and would return to this resort! Thank you for an amazing time!

Went on a couples trip in the adults only club. Definitely a family friendly resort, but nice secluded areas for adults only. Good for the older crowds.. not quite what we we're looking for as younger adults but lovely nonetheless! Great food, staff, beach, pools.

The staff was very attentive. Always smiling and happy. Very clean hotel. We needed our sink unclogged and it was done in 10 minutes. Beautiful beach. Central to shopping zone. Well stocked mini bar

Our first trip to Cabo was enjoyable thanks to Sandos! The weather was beautiful and humidity was low. The grounds at the resort were clean, the staff were friendly and the food was delicious! I really liked not having to make dinner reservations for any of the 4 restaurants on site, which helped you to relax and not be on timelines while on vacation. While the beach was nice for whale watching, and being mesmerized by the crashing of the waves, it was not swimmable, or easily walkable for that matter. That being said, there was a beautiful swimmable beach approximately 10 minutes away by foot. The snorkeling there was great too, right off the beach. Our room was small at best, but the air conditioning worked perfectly, and the bed was super comfortable. Be careful when booking your room though, because not all rooms have a balcony or a patio. Not having an outdoor space available made hanging our wet swimsuits to dry a challenge. This is a unique resort with rooms facing the Pacific Ocean, and others facing the Marina Cabo San Lucas. Our room faced the Marina and we were able to watch yachts and cruise ships coming in each day. Also, the Marina provides much in the way of shopping, restaurants, bars, water taxis and excursions or even just a simple morning walk if this is what you're looking for. Unfortunately, the pool with the swim up bar was not maintained well, and as the week went on it became cloudier, and dirty. Luckily there are 2 other pools to choose from, so it wasnt a big deal. Overall, it was a fantastic vacation and we would return again!

This resort is one of our favorites so far out of the 50 we have visited around the world. We upgraded to Preferred Club which for us was a great experience. Service around the pool was outstanding at the beach club it was amazing too. If you are looking for a relaxing resort upgrade to the Select Club if you enjoy a bit of a party you can head down to the main pool. The food was really good a nice selection for any type of eater. Rooms were clean and never needed to ask for anything during our stay. Only issues we had was trying to find a early time for the restaurant as you would need to book at midnight or you could find anything let alone a early time.

Just got back from an amazing family vacation. This resort is beautiful with lots to do for everyone. Make sure you have strollers or wagons for the little ones as there is a lot of walking. The beach is not the greatest but the pools are great. The only thing this resort needs to improve on is the buffet. There is only one buffet for lunch and there were often long line ups and some shortages of the simple food for kids. The other thing we were very surprised with, considering this is a family resort, is that there were no bath tubs to bath the kids in the evening, only showers. We found that very odd especially for the little ones. Otherwise Amazing! Would highly recommend it!

Hotel premises were beautiful, but we were disappointed with many things: 1. Wayyy too crowded. Hotel was at 97% occupancy and it was felt. The resort only has 2 small pools, and they were extremely crowded, loud and very murky by the end of the day. Beach was very busy and buffet had huge line ups. À la carte was impossible to book. 2. All 6 Cenotes were CLOSED. Huge disappointment, as this was one of the reasons we booked this hotel 3. Beach water had a ton of sargasm and was brown. We swam 2x the whole week because it wasn’t pleasant. 4. No food at the beach or pools. You had to go back indoors to the busy buffet for food. The only thing that saved us was the big water park that my kids loved.

This resort is good value for the cost. The grounds are gorgeous, the wildlife is delightful, and the staff are helpful and never pass without saying hello. Our room was modern, everything worked, and it was kept/restocked every day. There is so much to do, that you don't feel the need to do excursions. The beach is not the greatest, but it is sandy and we didn't need to fight for lounge chairs which is refreshing. The pool was very busy, so we avoided it. Guests seemed to enjoy the scheduled activities. Drinks were always good, and lines never seemed crazy despite it being March break during our stay. The nightly shows were a pleasant surprise. We attended them all and enjoyed every one. Food is where this place falls short. You have to set an alarm at midnight to book a la carte meals, or take your chances. The buffet doesn't have multiple stations, so it just becomes a long line. While the food is adequate and you can always find things you like, your potatoes and vegetables are cold by the time you get to the meat. It simply comes down to poor design. My check in/out was at fortunate times, but it was easy to see that with only 2 staff working the desk, bus loads would take substantial time. This resort is not extravagant, but for those who love to wander, explore nature and make the best of things, you can thoroughly enjoy your stay.

The resort is beautiful. If you do not have the upgrade to the elite it is VERY challenging to get into an a la cart restaurant. The beach is very rocky in the water but the sand on the beach is soft. There was good availability of chairs on the beach. The food in the buffet was often cold. Unfortunately I did get sick with GI illness 2 days into the trip. The cinnote was close for the duration of time we were there. There was no hot water for the first 4 days in superior family eco room. A pipe leaked on our last night and we were moved to a pool side room that we encountered a few cockroaches. The theatre and shows were absolutely incredible. The pools were clean. The water park was amazing for the kids. The room service was great and the bar fridge was stocked every day.

My family of 5 just got back from our stay at Sandos Playacar in Riviera Maya. When we arrived at the hotel we were given a room with a broken toilet. We were told that we wouldnt get a new room until the following day. We were very disappointed but after they realized the toilet couldnt be fixed, the offered us another room. That rooms air conditioning was broken. We went back to the front desk and were assisted by a lovely lady who then upgraded us to a King suite. The upgrade made us very happy and made up for the hiccups at the beginning of our stay. The food at the buffets was good but the a la carte restaurants were amazing, particularly the Brazillian steakhouse. We really enjoyed the picanha. The Mexican restaurant that doesnt require reservations is absolutely amazing as well...we were sad to have only discovered it on our last day. Its beside the cupcake café. The cupcake cafe made delicious strawberry smoothies and nice cappucinos. The pools were nice however we were disappointed that the swim up bar closed at 6pm. The shows were entertaining and well done. We particularly enjoyed the 80's show, the Beauty and the Beast show and the Michael Jackson show. The hotel is very big and could use some more trains...we were often waiting more than 20 minutes for a train and ended up walking most of the time...which is not a bad thing but would be disappointing for people with mobility issues. The monkeys and iguanas were a highlight for our children. They loved watching the monkeys swinging through the trees and seeing all the wildlife around the resort. The staff was great and worked very hard to keep the resort running smoothly. The beach was beautiful! White sandy beach with turquoise waters. Absolutely lovely. The water park was fun but my kids said it was really cold so they didnt stay there for too long which was a bit disappointing. Overall, it was a really nice family vacation and we made some great memories at Sandos!

Our family of 5 had a blast! Food was good. À la cartes were great. The grounds were beautiful and there was a lot to explore. Lots of things to do for the family. .

We had the Eco Family superior room which was spacious and clean. Towels were changed everyday in our room. The resort is absolutely stunning, everyday had something different to do. Between the waterpark, pools, beach, and numerous natire trails we were never bored. The food was great, the entertainment was always fun, the nightly shows were entertaining. The staff were all amazing, friendly and helpful, very quick to respond to questions or help. I would completely recommend this resort to families, or anyone who loves nature mixed in with the resort. Such a unique experience!

The resort was wonderful and my family of four had a great stay. We say so much wildlife from our balcony and across the resort, it was endless excitement for the kids. The setting of the resort with mature trees, cenotes, creeks and rocky terrain was a one-of-a-kind resort experience. The waterpark on site was a highlight for the kids as well. There were a few amenities which were closed during our stay: the jade river, the cenote and the beachfront restaurant, and some of the closing hours for the towel exchange, waterpark and bars seemed a bit off with the hours of other amenities, but overall our stay was amazing. We would go back.

Loved everything ..the app and map a challenge. Staff very helpful! Wildlife wonderful Separate family area a good choice. Quiet area for seniors very nice. Beach a bit rocky A great adventure park for children.

This resort was just okay. I didn’t feel it was good value for what we paid. The good parts: food at the buffet was quite good with good variety. Service & drink quality at the select bar was great. The grounds were mature and well kept. Housekeeping was very efficient. The beach was fantastic. Lots of loungers in the sun and shade all day. The bad parts: I would qualify Royal Elite sales as harassment. These people will not take no for an answer and will stop at nothing to ruin your day. For the most part À la carte reservations are available through an extortion scheme. They can’t fit you in unless you agree to spend big money on wine even when the restaurant is nearly empty. Reservations can be made in the app if you’re willing to spent your entire vacation refreshing the app hoping for a miracle. So - it’s not really all inclusive. Information provided (re checkout times & access to late checkout) at the lobby customer services desk was completely different when the same questions were asked at the Meeting Point lobby. It feels like everyone has an agenda and that seems to include misinformation. I’m not sure if this was poor training or staff looking to pocket cash for favours. The rooms and facilities are dated and not well laid out. Eg: crooked artwork & light fixtures - hand towel racks that were 4ft from the sink… not offensive but really bizarre. We had no hot water in our room. We had to report it twice before it was resolved after 2 days.

The resort offers so many activities. Most of the experience was fantastic. Front desk staff was less than helpful. Horrible experience checking in. Had sent a email request for the two rooms to be close in proximity and they were as far apart as you can imagine. They refused to try and change rooms for us we were a party of 3 women and would have felt safer if the request would have been met. The dinners were amazing and all the other staff went above and beyond to make our experience amazing.

This resort was amazing. I had read some negative things after I booked and they were unfounded. If you like animals and being in a lush setting this is the place to book. We saw monkeys daily. We ate at all 4 al a cartes during our one week stay. Another couple booked on here the same dates. No one was sick from the resort. We found it easy to get around with maps everywhere. The adult select was worthwhile since we weren’t travelling with kids and we used their private areas extensively. We found it helpful to join a group site on Facebook to learn about the romantic boat ride, a must see fire show, Mexican night and chocolate party which were all included. Of the 5 previous trips to all-inclusives in Mexico this was our favourite with its mix of adventure and facilities. Staff treated you wonderfully. We didn’t leave the resort this time since we had done so in the past. The cenote for swimming and snorkeling was closed for rejuvenating but we were fine with that and it did not affect our vacation. Once the pH comes down it will reopen so no date has been set. One error on the description I noticed was it said separate check in for adults select. Due to staffing this is not the case.

If you enjoy nature trails and local animals treating you, then this is your place. Great food, great rooms and entertainment. Families will love this place with tons of activities for all ages. If I had to complain about something that would be long line ups. 1 or 2 people attending at check-in. Lobby bar only had one bartender. But remember, you’re on vacation so no need to rush. It was an enjoyable and relaxing vacation.

Pros: Those most amazing natural habit we have ever been too Great vaca for family a week is plenty to do everything Most of the staff were very friendly and accommodating Lots of fruit and vegetable selections Nice pool areas Cons: -sales people pounce on you the very first day. Extremely friendly until you say no. Rude comments and the rest of the vaca if they saw you, you bet your bottom dollar they remembered you. Cold shoulder. Made us feel extremely uncomfortable. - freezing cold water in the shower brought to the service counters attention three times and each time they had no complaints recorded On our eighth day after demanding a new room, they decided they were going to move us. In the end, we chose not to move because there was a god-awful stomach flu going around people dropping them off like flies didn’t want to take the chance and pick up a bug -The Mexican buffet was our favourite place to go but in general the buffets never served hot food unless you were getting it prepared Water park closed down pump issues -I would not go back to this resort because of their sales people Not enough activities around pool areas

The resort itself was clean, a little difficult to navigate around, we got lost a few times. Figured it out by the time it was time to go. Buffet food was ok, we were very disappointed with the resort when it came to booking restaurants. We were told many different things.. 1. booking opens 8am daily to reserve a spot first come first serve. 2. bookings open at midnight 3. You need to book 1 week in advance from your trip only if you are elite. So we were very board with having buffet food the entire trip. The pools were nice, staff were very friendly. The shuttle could have been more consistent. Sometimes you only waited 5 mins other times you had to wait 20 mins. Most of our group could walk but we did have 2 with some mobility issues and walking wasn't always an option. The spa was amazing! The couples massage was far beyond what we expected and would do it again. The gym was very nice, but get there early or you won't be able to do a proper work out due to the lack of equipment. The beach was beautiful! Soft white sand and clear warm water. We would come back again, knowing what we know now about the restaurants we will be more prepared.

This hotel was huge but the grounds were so beautiful and full of wildlife that walking it wasn’t bad at all! The food was amazing at the buffet and the à la carte restaurants were even better! Drinks were super good! Staff was all very friendly and accommodating! Nothing bad to say about this resort! I will definitely be back!

Great family resort with lots to do for kids. We were busy from morning until night. We stayed in the family section, which was further in the back offering more tree areas. This provided lots of entertainment from the monkeys in the trees. A truly unique experience and a highlight for us. Our accommodations were one of the renovated areas. We had a king bed and bunkbeds which were sufficient. The main buffet was standard resort food. The Mexican buffet was really good. It was very difficult to book à la carts and this was very frustrating. We only managed to get to one à la cart. The grounds are beautiful with lots to see and do. The staff work extremely hard to keep it clean and it shows. The grounds were spotless, considering there was wildlife all around us. We really liked the fact that our room key was our bracelet. One less thing to worry about. The pools were ice cold. Literally felt like you were swimming in ice cubes. Overall, it was a wonderful family holiday for us. We would recommend this resort as a family resort not a party resort. Lots of kids.

Very nice resort. Nice beach .Clean , quiet .Food was a huge disappointment,about as Mexican as Taco Bell on a bad day . Staff were below what I expected. Communication was a huge problem, language barriers.

First room was not fit to stay in, should never have been assigned considering no shower head, wall sconce was on bench, patio door unable to open, 2 huge holes in ceiling Second room the spinning ceiling fan fell on a child in bed, hotel did nothing, no credit or new room, and zero communication from hotel management or the travel agent Waterpark supposedly closed due to water pipe burst yet it was obviously to paint the kid area as they miraculously opened for one afternoon when people complained Most restaurants were closed including buffets and beach bar for our whole trip, impossible to get reservations to the a la cartes Beach was terrible, we travel twice a year and by far this was the worst resort and beach of all the places we've been..... I will never go back or recommend this place or travel agent..... extremely disappointed to say the least. Only positive thing was the monkeys.... DO NOT trust the reviews on trip central or trip advisor

Very roomy property. There were so many lounge chairs with lots of access to shade. Only drawback was the water system in the rooms for showers. I am sure things will get updated but no warm water in the mornings and poor water pressure. One other detail. The lights outside our rooms turned off during the night so it was pitch black when we had early departures. Maybe safety lights in the staircases would be an improvement. The children enjoyed the kids and teen areas and we liked the shows

From the moment we arrived, this hotel exceeded every expectation. It’s not just a place to stay — it’s a full experience that perfectly blends luxury, nature, comfort, and entertainment. ? Nature & Forest Setting The hotel is immersed in a breathtaking natural environment. Being surrounded by lush forest made every walk feel peaceful and grounding. You truly disconnect from stress and reconnect with nature here. ? Cenote – Absolutely Magical The cenote is hands down one of the most beautiful features of the property. Crystal-clear water, perfectly maintained, and a magical atmosphere that feels straight out of a dream. Swimming there was one of the highlights of our entire stay. ?️ Gym & Spa The gym is modern, clean, and very well equipped — easily one of the best hotel gyms I’ve seen. Everything is thoughtfully laid out, making it easy to keep up with your routine while on vacation. ? Entertainment & Events The entertainment team deserves a special mention. Every event was well organized, fun, and inclusive without ever feeling forced. There was always something happening — shows, activities, and experiences for all ages — creating a lively but balanced atmosphere. ?️ Food – Outstanding Variety & Quality The food was exceptional. From variety to presentation to flavor, every meal felt carefully prepared. Whether at the restaurants or buffet, quality and freshness were consistent throughout our stay. ?‍? Staff & Service The staff truly made the difference. Everyone was warm, professional, attentive, and genuinely kind. You can feel that they care about guests and take pride in what they do. Service was fast, personalized, and always delivered with a smile. ✨ Final Thoughts This hotel offers the perfect balance of relaxation, adventure, luxury, and nature. The cenote, forest setting, food, entertainment, gym, and incredible staff make it a destination we would return to without hesitation. Highly recommended — an experience we will never forget.

Check in and check out process absolutely atrocious. Not enough staff to handle the amount of people. Rooms were only adequate with no hot water. Food was very good in the buffet. Forget about À la cart unless you stay up till 12pm to try and book for the next day. This resort is not for seniors unless you have your grandchildren with you,a tremendous amount of walking involved. Resort did not get information from AC vacations regarding special needs requirements which caused a lot of aggravation at time of check in.

This is our first all inclusive experience and Sandos Playacar definitely put a high bar for us. Food - great selections from buffet to ala carte options. If you could book the ala carte restaurant right after you get your room number please do so as they booked up pretty fast. We are lucky to have been able to try all of their ala carte restaurants by booking them in their Sandos App and walk in on others as they were fully booked when we get there. Walk in aren’t guaranteed but its worth the shot, just be genuine and polite to the staff. Pools were great, just a little cold than what you would expect. Beach were great especially if you come when there’s not much wind as these brings huge waves and seaweeds on the shore. Entertainment - the best!!! Theres a night show every night, daily activities by the adults pool and family area. Not to add that there’s multiple food and beverages sections around the beach area. We got the select superior room which gave us a gold bracelet that allows us to have premium liquors and access to places that other tier such as Blue bracelet can’t get into. Service - we really enjoyed our experiences in all of the ala carte as they are more fine dining than your normal buffet. We find that service is much better and amazing ambiance overall. Thank you Isaac, Hermelindo and Pedro for giving us the most memorable experience at Le Gourmet. Spa - we got treated poorly by the front desk staff Sebastian just because we change our treatment from full Body to Relaxing treatment. The massage for my partner was great but the person did mine wasn’t relaxing at all, it was way softer than anything Ive experienced. Booked our tours through seek and go! Thank you Cristobal for going above and beyond and making sure we got our transport sorted even after your shift! Another shoutout to Lorraine for being sweet, and calm. Called midnight to ask for a cream for sunburn and she made sure we got them on time. Overall great experience except for the room quality and spa desk staff experience.

The grounds where amazing, the service for check in was extremely long and overall service was slow but friendly. the food is ok but not great. the booking of restaurants is completely ridiculous, need to do online only and only as of mid night so very hard for people with small children or elderly who are not computer technical and impossible to book for more than 4 people at a time. the food at restaurants is disappointing after all the hassle. the waterpark was shut down several days and never completely opened, our children hurt there backs and had scratches from the waterpark so not recommended. the wildlife was the best part. would not return.

We were a party of more than 20 people and close to half of our group spent at least one full day in bed with food sickness. The hotel does not limit the number reservations people can make so there were zero reservations at the a la carts restaurants unless you paid for wine in advance. The beach was also not great. The staff were kind and lovely and could not do enough for you. I would not return.

• The Rooms: Very dated and in need of a serious refresh. For a "luxury" resort, the furniture and decor felt old and tired. • The Staff: This was the most disappointing part of the trip. The staff were generally unfriendly and seemed disinterested in helping guests. They definitely need comprehensive customer service training to meet the standards of a 5 star hotel. • The Food: The buffet is quite small and lacks variety. We found ourselves struggling to find quality options during most meals. • The Only Highlight: The beach is nice. It is easily the best part of the property. . I will not be returning

I wanted to try this hotel as it seemed different from other all inclusive. The resort is beautifully landscaped and has lots of trails for walking and cenote for swimming. The bad part was beach as it was very rocky and small lagoon too small to swim. Food was fine just big lineups at buffet. Overall nice but not for beach and swim lovers.

It was our 7th time going to this resort. So that tells you, that we love it. We were a group of 14 family members. Everything was amazing for us all. Many of us, it was their first time, and all wants to return

There is a lot to see and do here, from swimming in the cenote to sliding down water slides or dancing with the staff at the pool, this resort is great for kids! I was disappointed about the bed, it was broken and our door did not lock, but I still rate this a 9/10 resort, especially for nature and animal lovers

Overall, my stay at the resort was average. While there were some positive aspects, several issues negatively affected the experience. Check-in & Service: The website advertised concierge check-in, a fruit basket, a bottle of wine in the room, and assistance with booking à la carte restaurants for the Select Club Adults section; however, none of these inclusions were provided. I raised this with staff during check-in, but unfortunately, no action was taken. Some front desk interactions also felt less friendly than expected. That said, most of the wait staff throughout the resort were very friendly and helpful. Food & Dining: The à la carte restaurant food was underwhelming, and I ultimately preferred the buffet. Desserts across all restaurants were particularly disappointing, with very limited appealing options. Facilities: Some areas near the buildings had a strong and unpleasant odor. The adults-only pool area was very quiet and relaxing, which was a plus, but the restaurant service there was extremely slow, with long waits for orders. My room was clean but very dated. The balcony was quite small, with space for only one chair and no table. Two chairs were provided, but if both were used, there was very little legroom, making it uncomfortable for two people to sit at the same time. Entertainment: There was no engaging entertainment specifically offered for the adults-only section in the day, except a DJ on the beach from 1-4 which was not that great. The entertainment available in the family section was largely geared toward families with children.

My wife and I have travelled quite a bit, so we know what to expect at resorts. Here is our honest review of our recent seven-night stay at Sandos Caracol Eco Resort. The resort gets ⭐️⭐️⭐️ The resort is large and visually impressive, with a wide range of activities geared toward families. While it is clearly family oriented, there are several well-designed adults-only areas throughout the property, which helps balance the atmosphere. Our check-in was quick due to our late arrival, although during our stay we frequently observed very long check-in lines in the lobby. Dining was mixed overall. Some options were enjoyable, while others were disappointing. The buffet by the bridge overlooking the water was particularly poor, with long food lines and unappealing conditions. In contrast, the buffet across from Nido in the red building was consistently excellent. The adults-only KIIN beach area stood out as one of the best features of the resort. It offered beachside food service delivered by a waiter, the food quality was excellent, and it also provided an air-conditioned indoor area to relax, enjoy drinks, play pool, and have snacks, including bite-sized sandwiches, pretzels, peanuts, and cookies. The Sandos app was functional and made it easy to book à la carte restaurants. We were able to secure five reservations during our seven-night stay. However, only the Japanese restaurant and Los Lirios were truly good. Late-night dining options were extremely limited, with Nido being the only venue open after 11 p.m. The menu there is restricted to beef and chicken tacos or burritos, and the quality was poor. On one occasion, I observed uncovered cooked chicken and beef in the kitchen sitting in stainless steel hot pans with insects buzzing about, which was very concerning. Bar service was another weak point. Many bars appeared understaffed, often with only one bartender, resulting in long lineups. Several bartenders seemed disengaged, with little friendliness or enthusiasm. While drink quality was generally decent and some higher-end brands were available, cleanliness in the bars, restrooms, seating areas, and other common spaces could be significantly improved. Some of the food safety and handling practices, along with the lack of cleanliness, could be why many people report getting sick. However, we never got sick, as we were careful about where and what we ate. The beach itself was well maintained, though guests should expect frequent approaches from vendors attempting to sell items. While not aggressive, the interruptions were constant. The main pool area was very crowded, and the water was dirty, with noticeable sand accumulation on the pool floor. Wi-Fi coverage across the resort was generally reliable, with only minor issues on parts of the beach. The live entertainment was excellent, with the Michael Jackson show being a highlight. The resort’s location is convenient, situated about ten minutes from Walmart and Fifth Avenue, with access to taxis, Uber, InDrive, or a low-cost shuttle that runs twice daily. Our one-bedroom pool-view suite was quite worn and in need of renovation. The television was outdated, the floors were cracked, and there was broken furniture and damaged electrical outlets. Paint was peeling, and the air-conditioning filters were extremely dirty, appearing not to have been cleaned in a long time. The layout was also problematic, with no door separating the bedroom from the living room and no doors on the bathrooms. While the toilet is enclosed in a small separate room, the overall design felt impractical. This suite is not well suited for families, and housekeeping was below expectations. The water park was clean and well maintained, but food options were very limited and of poor quality. If you plan to drink alcohol at the water park, make sure to bring a reusable cup, as alcohol is not served there. Overall, while there were several positive aspects to our stay, the experience was not strong enough for me to consider returning or recommending to others.

The resort is big and beautiful, and there are lots of activities for families. The restaurants are pretty good overall, although a few are nasty. The Sandos app is decent but could be better. It was easy for us to book à la carte restaurants through the app, and we were able to book five during our seven-night stay. The only two à la cartes that were actually good were the Japanese restaurant and Los Lirios. Check-in was quick for us because we arrived late, but we often saw very long check-in lines when walking through the lobby. Staff could have more positive attitudes. The resort is definitely family oriented, but there are nice adults-only sections throughout the property. It is very hard to get smaller peso bills, so it’s best to get them before you arrive. The beach was really well kept, but be prepared for someone trying to sell you something every couple of minutes. They are not aggressive sellers, though. The large pool area where most people swim was quite crowded and the water was dirty, with a lot of sand on the floor. Drink quality was pretty decent and they do have some good high-quality brands. The Wi-Fi throughout the resort was pretty good, with only a few spotty patches on the beach. The live shows were amazing, especially the Michael Jackson one. The resort is only ten minutes from Walmart and Fifth Avenue. You can take a taxi, Uber, InDrive, or the shuttle that runs twice a day for a couple of dollars. There is a lack of staff at the bars, which causes big lineups because most bars only had one bartender. The resort could have much better cleaning practices in the bars, sitting areas, and other common spaces. Housekeeping was subpar. You can’t get any good food on the resort past 11 p.m. The only place open after that is Nido, and they only serve beef and chicken tacos or burritos, and they are not great. The one-bedroom pool view suite we stayed in was pretty run down. The TV was old, the floors had cracks, and there was broken furniture and broken electrical outlets. The paint was peeling on the walls, and the air-conditioning filters were disgusting, looking like they had never been cleaned. There is no door separating the bedroom from the living room, and there are no doors on the bathrooms, which seemed very odd. The toilet is in a separate little room with a door, which is also strange. This suite is definitely not ideal for families. The water park is nice and clean. The food there is terrible and there are not many options. The ice cream is okay. You can’t get alcohol there, and if you want to smoke there is no smoking hut nearby. All in all, the experience was positive, but not enough for me to consider coming back.

This resort is well laid out with beautiful shaded pathways getting you anywhere you need to be with the feel of a jungle adventure. Lots of wildlife to see including Monkeys and Coatis , Iguanas and even some friendly cats make for a great time for everyone especially the kids. The animation team did a great job keeping kids happy with daily activities and the resort has so many natural features to explore there is something for everyone. The disappointing part which is mentioned on all review platforms is the check in process and the inability to reserve Al La Carte restaurants. Check in was extremely long ( it took honestly 1 hour and 50mins start to finish) , and quite frustrating. Travel days aren't fun for anyone, and after the 1 hr 40 min bus ride from the airport... standing in another line and being told repeatedly that if we bought an upgrade we wouldn't have to wait in line isn't well received. We finally got our family of 4 checked in and our bracelets, then told we needed to line up at the Concierge desk to have the room number assigned and the bracelets programmed. Frustrating ? Absolutely!!! We have traveled to several Caribbean countries , to many different resorts... this was absolutely the worst check in we have have experienced. We were informed of the Sandos App, and that's how we were instructed to book the Al La Carte's throughout our stay. Once we logged in with our room number, we could see NO availability ... for any restaurant ... ALL WEEK ! Great.... This resort could be great, with some changes to the administrative section. The maid staff, gardeners, wait staff and cooks... all amazing and deserve our thanks. The food was as expected, ok resort food with the usual buffet selection. The beach was ok , definitely rocky with one small section behind a barrier that was safe for kids. Lot of shade and we could always find a lounge chair so no issues there. The pools were dirty unfortunately, especially the main pool with the swim up bar. It had tons of sand in the bottom and we honestly didn't see any staff cleaning like other resorts do in the evening or early morning. Would we go back? Maybe if we knew they had resolved the restaurant reservation system and the check in process with some additional staffing for bars. Only having one bar to serve the entire beach as well as the pool area just doesn't work. Always long lines unfortunately.

The hotel had a lot to see and do. It’s really great if you have children. However, 5 out of the 10 people in our group experienced food poisoning and because of that we wouldn’t return. Also, our room phone was called numerous times by hotel staff trying to sell us something at 9am. I had to unplug our phone mid trip. The housecleaning person also would knock on our door at 9am. Coming from BC that is 6am our home time. It was really frustrating to have our family woken up so early while on vacation.

We loved this hotel from our arrival to departure. The beach, pool, and waterpark was beautiful and well maintained. The food was excellent and so much variety. There was great activities and entertainment. We loved the wildlife and the overall experience of the Sandos Caracol Nature Resort.

So this is the 5th time my husband & I stayed here and will not be going back. We purchased Select Club and there was no Select Club check in, you waited with everyone else, took 3 trips back to get our room as it wasn't ready. The service was very slow anywhere, concierge, restaurants, room issue. We waited for breakfast or lunch in the select club restaurant for 30-40 minutes at each service, our app still says we are waiting for the hot water to be fixed and we left the resort 5 days ago which there were water issues daily with most rooms resulting in water shut off. The a la carte restaurants were great, if you could get a reservation. Best restaurant was El Nido - fast service and hot food. They closed the Mexican buffet for dinner which only left the International and Italian open. If you weren't there when they opened, you could wait up to an hour just to get a table! Resort was kept clean, beach was ok, adult pool was great and snacks in adult section (when the monkeys didn't get them). Not the same resort as previously and was disappointing...won't be back!

Our stay was ok but I wouldn’t return or recommend it. The hotel/property was massive and poorly run. We weren’t able to get any dinner reservations during our week long stay. Most parts of the resort felt dated and needed repairs desperately. It was on a gorgeous strip of beach.

Grounds - very interesting, cenotes, water slides, etc., however: terrible to get around for anyone with mobility issues, spoke to several people, all said the imitation cobble walkways were difficult to get around on Rooms - okay nothing special Dining - poorly organized, on line in buffet, food not well organized as compared to other resorts eg. bacon and sausages at one end of buffet eggs and omelets at the other they should be together, one line for buffet they should have several stations, one for desserts, one for salads, etc. In general the resort is okay but lacking in some ways, roof over buffet leaks like a sieve Service - poor at the front desk especially when compared to other resorts, however; once you get away from the front desk they have some amazing people that really helped Note: while I am older my comments are based on the fact that the trip was a gift to my children and grand children and I would not recommend this resort to someone planning a similar trip

This resort offered so much to do over our stay - shows, water park, pool, beach, trails, and cenotes. We attended the circus, Disney and fire shows and they were all amazing. The food at the buffet was good, although the set up leads to a lot of waiting in line. Getting reservations at the a la carte restaurants was difficult especially with the mixed messages on how far in advance you were able to book. Each restaurant is different, and is booked through the app. You likely will not be able to get a reservation anywhere for your first 3 nights. The water park was so much fun for my children (aged 7 & 5), double check height requirements for the slides so your children aren't disappointed. My children also enjoyed kids club, and asked to go back every day - they played video games, watched movies, did crafts, played on the indoor playground. The staff were super friendly and I felt very comfortable leaving my children in their care. The wildlife seen on resort was amazing, and we all enjoyed seeing the monkeys from our rooms balcony. Keeping in mind that this resort has many natural bodies of water throughout, the mosquitos were to be expected.

The front desk was not great service The service would get better rating if they improve this not enough staff when there is a large line plus takes took long to check and not helpful when wanting to be close together Plus they should have small amount of pecos to exchange the rest was great

Beach was great pools also Food was really good especially at the special restaurants loved the steak house buffets a lot of variety The front desk needs improvement takes too long to check in and we wanted rooms together said they would and would need to wait we waited a hour snd then said could not be together but yet they gave the room to people that came in later

Overall the resort was great, but the check in and front desk staff weren’t very welcoming or helpful, while servers and many staff were lovely it felt like other staff didn’t provide needed information and weren’t helpful. I’d also say that booking transport to and from the airport separately would have improved the experience since we waited over an hour to leave the airport while they organized the transport provided and then spent longer dropping off other guests in other areas

Review of My Stay My vacation started off on a stressful note. The ride from the airport was supposed to take around 50 minutes, but the driver took us through random neighborhood areas, which felt unsafe and uncomfortable. The trip ended up taking about 2 hour and a half, and we didn’t arrive at the resort until around 11:45 PM. Check-in was smooth and the resort representative was very nice, providing all the necessary information quickly. However, when we got to the room, things took another disappointing turn. The room was extremely outdated, and after a long day of traveling, I was shocked to discover there was no water at all. I couldn’t take a shower or even brush my teeth before going to bed, which was unacceptable. During the stay, Maurio (from Chile) stood out in the best way — always smiling, kind, and ready to help with anything. Thank you, Mario, for your excellent service. The restaurants were wonderful every night — great service and great food. The resort grounds were beautiful with lots of walking paths, plenty of shade, and gorgeous palm trees and landscaping. Those were truly highlights of the trip. Room service cleaned the room daily, but for some reason we constantly had to request coffee or fridge refills. Even though we repeatedly asked, water was never restocked, and we ended up having to buy it from the plaza (which fortunately was inexpensive at 20 pesos). One major downside was the constant presence of salespeople around the resort, which became very annoying. I come on vacation to relax, not to be bothered repeatedly or deal with rude responses. I especially want to mention the young Asian photographer in the evenings — he was unprofessional, bullying, and even made rude comments in his language. I don’t understand how someone like that represents the resort. Overall, the experience had its good points — great food, beautiful grounds, and a few exceptional staff members — but the resort really needs to improve staff politeness and address room issues, especially the inconsistent water supply. Hot water was on and off throughout the stay, which was frustrating. With a few important improvements, this could have been a much better vacation.

The resort was nice long drive from the airport. Rooms are a little dated but still nice. Buffet was really good lots of options. The sales pitch to join their vacation club was long and we were not interested. We enjoyed ourselves and would try Mexico again.

Just returned home. Had a wonderful time. We happened to be there for the Day of the Dead celebration. You do feel like you’re in the jungle, gorgeous scenery, lots of coatis and spider monkeys. Cenotes right in the resorts. It is a large resort so be prepared to walk.

If you want full access to the resort, you will need to upgrade to the premium club membership. We spent most of the week being told “you’re not allowed here”. We decided to upgrade to the premium but they would not speak to us about it unless we sat through a 1.5 hour presentation of them trying to sell you a Sandos membership. We decided to make the best of it however the straw that broke the camels back was when we were told we couldn’t sit on the beach even though 95% of the chairs were empty and that we’d have to move further down. Will never book at a Sandos again and would not recommend it to anyone. That being said, although the guest services were horrible, the service staff (waiters, waitresses, bartenders, etc) were very good and if not for them, this stay would have been unbearable.

I recently stayed at Sandos Cancun and unfortunately my experience did not match what I would expect from a resort marketed as 5-stars. Pros: The resort has a fantastic location with very close beach access and a truly beautiful stretch of sand. I appreciated the compact layout—everything is nearby and easy to get to. The staff were consistently friendly, warm, and helpful. My room, although clearly in need of an update (old furniture and aging fixtures), was spacious and had a lovely view, which I enjoyed. Cons: The food was the biggest disappointment. The buffet didn’t offer any hot stations like fresh omelets, pasta, or a grill—something I consider standard at a 5-star resort. The à la carte restaurants were extremely difficult to book because the app wasn’t functioning properly, and when I was finally able to get a reservation, the food was again mediocre at best. Another major issue was the noise from the mechanical rooms of the neighboring Secrets resort. It was loud at night and made it difficult for me to sleep. The resort also struggles with providing enough lounge chairs. There were not enough chairs by the pool or on the beach for the number of guests, and there were no umbrellas on the beach—only around 12–14 cabanas reserved for non-Elite members. For a supposed luxury resort, this felt unacceptable. It gave the impression that non-Elite guests were not prioritized. Overall, my experience was underwhelming for a resort claiming 5-star standards. While the staff and beach were wonderful, the food quality, noise issues, and lack of basic amenities like seating and shade significantly affected my stay. I don’t plan to return, and I feel the resort focuses more on Elite members than regular guests.

Loved this resort. The wildlife is amazing! The food was fantastic, our only complaint was the portions were too big, hate wasting. A lot of walking but the beautiful grounds and nature made up for it. The beach was awesome for snorkeling, with some sandy areas to swim. I definitely recommend this resort, we will return!

We decided to go on a last minute vacation with the family. We chose this resort based off of reviews online. We have never been to Mexico and didn’t know what to expect. What a fantastic resort! There is a lot of walking as the resort is large but worth it and when needed they have golf carts to take you where you need to go! The staff was absolutely friendly and a ton of activities to do on the resort alone! We opted for the family eco penthouse and was so worth it! We had 5 of us 2 kids and 3 adults. The room was massive and came with a king bed, double bunk bed with a trundle under it and 2 bathrooms. We had monkeys on our balcony every morning the kids loved it! Lots of wild life through the resort including a rescue spot with donkeys, pigs, bunnies and sheep and you can even feed them each day! The food was great and each a la cart was fantastic! They have a store on site in case you need anything. The beach was beautiful and protected with what looks like a man made wall to help with seaweed on the beach. We did a day excursion with the hotels booking company and honestly it was worth it and the staff was fantastic! I honestly have nothing bad to say about this resort and will definitely be visiting again! Pleasantly surprised!

I was slightly skeptical going in, but I'm glad we chose this place. The hotel, amenities, and facilities are good. The restaurants are very good. Staff was friendly. It's a perfect resort for a young family - the kids will love the water park, theater shows, beach, pools, and of course, the variety of animals that we don't see in Canada. I definitely would go back again.

We enjoyed out vacation , 2 adults and 2 children. There are several cenotes but only 1 you are allowed to swim in, and it has to be with life jackets during the open hours. They really could use a couple more pools. The main pool was a little cloudy and very hot. Tortuga pool was very clean and had some shaded areas so is the best choice. The adult only areas are great but if you have kids you wont be using those. The service was very good. Most of the staff is very friendly and helpful. Food - Was good, but not great. The only a la carte restaurant we liked was the brazillian one. That was great but the others were just OK. Maybe the chef was having a bad day, but we didnt really enjoy the other restaurants we tried. The buffet is open very long hours , and the taco/pizza place in the center, el nido is open long hours as well so no realy trouble getting food at any time. The beach was great. we were there during the seaweed rotting season, mid july... Normally the beackes here would be a disaster with rotting seaweed but they made a breakwater of stones that blocked most of it and they cleaned it every morning. We used it many days and it was great. nice temp, good sand and pretty clean water. The kids club is great if you have young ones. they did a great job. The resort shops have reasonable prices for most things.... In playa carmen you will pay more at 5th avenue. Maybe you can find better deals off the beaten path but we found the store in the resort was the most reasonable of any we saw. There are lots of animals around which we thought was great for us. we saw lots of monkeys, coati, racoons, and some other ones. Riding the segueways around the resort was fun and they are pretty cheap at 25$ for half hour. The staff there were great, friendly and helpful.

The hotel exceeded our expectation. I was very scared and not knowing what to expect when booking but I am glad I followed my guts. when we got to the Resort it's was screaming cleanliness, good vibe, the front desk guy was amazing. The atmosphere was very comforting especially when the temperature was over bearing (oven). By the time we were done checking in, we were shown our room and getting in, the bedroom and bathroom was immaculately clean (if there is a better word to describe our room it would be it). The food was exceptional, there was food for everyone even the picky eater like myself and the kids lol. The beach and swimming pool was neva crowded and there was games and drinks available. Public washrooms were in very good condition and was always smelling nice. Basically myself and my family did have a blast. The boys still talk about the fun they had. The only negative thing I would say about the Resort was the wait time on getting a mini cart to drive you to the main buffet or the beach and and it does not run 24hrs. With little ones, we had to take the mini cart ( my kids call it Gertrude the train) because its takes about 20mins to walk to the main buffet and another 10mins to the beach, and it was a rush in when it comes due to other families waiting on the mini cart. Overall our stay was fantastic and I would visit again.

I recently stayed at this hotel and had a mixed experience. On the positive side, the hotel was impeccably clean, the room accommodations were large and inviting which made for a comfortable stay. However, the food was disappointing and didn’t meet our expectations. The only restaurant that was good was the French. We have been to Mexico many times and we chose to go back because their food was always great. Not this time. The staff were pleasant but not particularly engaging, only if they are trying to sell you the upgrades. The family section lacked entertainment. You only had the music from the pool and that’s it. Most of the entertainment staff seemed to be focused on the Elite areas of the resort, and unless you pay extra for “Elite” status, you miss out on a lot. The layout of the resort is another drawback. The family section is located at the far end of the property, a good 10–15 minute walk from the beach — longer if you’re carrying all your beach gear under the scorching sun. While trolleys are available, they run every 30 minutes and fill up fast. If you’re not assertive, you may not get a seat. All in all, I found this hotel to be overpriced for the quality of accommodations and food offered. My family and I had higher expectations and unfortunately, we will not be returning.

We loved the resort -- the staff were absolutely amazing, especially our maid Sebastian who went above and beyond to decorate our room for my daughter's birthday - he made things really special for us. The entertainment was the best we've seen and we have been to a lot of all inclusive's. We loved our room and we loved the monkeys and wildlife on the resort. The food could be better but there was always something to have.

Only complaint was food/buffet. A la cartes are much better than buffet but difficult to get reservations. Food from buffet was always cold. Overall, good family resort but bring snacks if you’re travelling with children.

This was our 3rd time at the resort. Great as expected. They are continually doing updates to rooms, grounds and services. Little tricky with the a la carte app but figured it out. Great response time by staff to any issues. NexusTours rep was not helpful at all but used the app and got the assistance needed. The Select Club Adults only was amazing, Great rooms, food and service. A la carte Brazilian restaurant had the most amazing food and Taco restaurant had fast service when you wanted a meal or snack! Can't wait until the next time see what they have done!

Room was really nice. Service was great. Beach was OK. Food was so-so. Great place to go if you have kids as there seemed to be alot to do. Lots of animals running around. Cenotes were pretty cool to see too

Sandos Cancun is a small Adults Only resort and only 10 mins from the Airport. We liked that it was non smoking with designated smoking areas. Our deluxe room was spacious, comfortable king bed and very clean. Food at Zango buffet was very good and Japanese a la carte a highlight. St. Trop a la carte had lovely breakfast & lunch by the ocean. Live entertainment in Bar one so enjoyable. The resort was last renovated 20 yrs ago and needs some refurbishing. We would recommend this place because of the beautiful beach, nice friendly staff and top notch service.

Amazing vacation stayed in the adults only ,nothing to complain about. Would go back and we highly recommend .Loved seeing the animals they are quite entertaining.Drinks and service are amazing food in the buffet is a Hit or miss

From the moment we arrived I knew this was going to be a good stay. The hotel staff were friendly. The people seemed friendly. I really enjoyed all the wildlife. I enjoyed the beach. We had fun in the pools. As for booking restaurants we had a little help from people at home who were two hours behind us so we didn't have to stay up till midnight. And we ate at the buffets and at some à la carts and all in all it was good. .

Endroit magnifique, verdure, animaux, piscine et glissades parfaites pour les enfants, plage avec algues et roches, personnel fantastique, très bonne nourriture, plusieurs excursions à partir de l’hôtel, bons spectacles! J’ai adoré mon séjour :-) merci!

Different then what we are used to. The grounds are gorgeous - you re in the jungle. Pros: food, service, grounds, activities/entertainment, water park. Cons: rocky beach, pool, rooms and restaurant have limited day light, mosquitos

This hotel had everything you can ask for. Mayan ruins, water slides, great entertainment, food was delicious and if they ran out, it was replenished immediately. All the staff was there to help and with a smile. Please don’t listen to any negative feedback, I don’t know what they were expecting other than a rolled out red carpet. The only issue I had was the cleaning staff, they could have kicked it up a notch.

The resort is very nice and expansive, the grounds beautifully kept. The room we had was incredibly quiet. The staff was super friendly, helpful and attentive. There was an issue with our room phone and someone was there within minutes to fix it. Everything was very clean. Fridge was restocked daily. The beach was gorgeous and well maintained with plenty of seating. Mauro at guest services was absolutely lovely. The Mexican cultural evening was amazing, especially the Maya portion. It was fun to see all sorts of animals wandering the resort like monkeys, iguanas, coati and agouti. Overall we enjoyed the food and they seemed to have something for just about everyone. Most small annoyances we had were with other guests, not the hotel. (ie people putting towels out at 8am to 'reserve' pool loungers all day, loud drunks in the pool, people smoking in nonsmoking areas). A couple of small points: check out time is noon but house keeping kicked us out of our room at 11, wifi/mobile in the room was awful (probably because the walls are incredibly thick), you will be asked repeatedly and frequently if you want add on services like massages/spa, we were in a ground level room and there was no way to lock the door leading outside. The lack of a lock wasn't an issue for us, but may make some guests feel unsafe. Overall it was an amazing stay in a beautiful setting and I'd absolutely return.

Pros: the grounds and wildlife were so awesome. Fun activities and the cenote was awesome. Waterslides were great. Cons: everything else. POOR service. Long line ups for the bar and no serving staff for drinks. Usually around 10-20 people in line at any given time. A LA carte booking system is ridiculous. You have to attempt to refresh at midnight and fight over who can click the 6 open spots fastest. Impossible to get food late at night. Waiting times of 1+ hours to get the server to acknowledge you, and another hour to get food. He would literally just ignore you and walk away if he didn't want to serve you yet. Only one place to get food, and no room service. Hot water in our room was sporadic. We had more cold showers than warm despite "maintenance fixing it" The bar in the waterslide area was "closed"(permanently??!), so in order to get an alcoholic beverage you had to walk about 5-8 mins each way. Every single member of our party got either food poisoning or gastroenteritis. Talking to others at the resort there were a LOT of people with the same experience.

Arriving to the resort was organized & efficient, Rooms were clean, but shelving was non existent in our room. The adults only reception was a pleasant place to go for coffee, drinks & treats. The “hot tub” wasn’t heated, it was jacuzzi style. We experienced rain a few days $ the thatched roof needed repair in many areas of the resort. The toilet was a standard, yet in the family suites had chair height toilets I would have expected better wifi service in room, they tried to repair quickly but I couldn’t connect. A jr suite to my mind has a king bed, a couch, table, chairs. Our room had 2 queen beds, 1 chair & a desk. Being able to watch my grandkids at the water park was a treat & they were repairing & painting in the area to keep it fresh & fun.,Food at every restaurant was fabulous, the reservations not accommodating- after midnight - the day of. For our group of 12 it took coordination! Marco Diaz & Jose Rico from guest services were exceptional!!

The Rooms were really nice, I had heard there was never hot water, but yes there is, just not as hot as we are use to in Canada. I felt the welcome meeting could have given us more information about things to do on the resort, currency, smoking areas, restaurants, meal times, etc. They were more concerned with outside trips. But some staff and other vacationers were awesome in filling in the gaps. Good shows, but no kids shows. And lack of information of where and when events were happening. Also, we could have checked out later from our room at 20$ a hour but was never told of this option even though my ride left at 530. Definitely lack of information given. But overall a great trip, beautiful. Oh, and I never ever saw my maid or had any interaction with her/him.

The beach and grounds were absolutely lovely! There were always enough chairs available by the beach and at all the pools. The rooms were great with a pool and a hot tub behind each hacienda. We had a few water issues...one day only cold water, and one day only hot water. Also the hot tub was not hot for a few days. Repairs were carried out fairly quickly after a service request was made. One of our group required medical services, which was prompt and excellent quality. We found that food which should have been hot was sometimes only luke warm. Cold foods were consistently cold. Food was tasty with the exception of the Mexican restaurant which was, with the exception of the appetizer, quite bland and served luke warm. The beach lunch buffet was particularly good. We used room service twice which was also good.

If you are in any way disabled don't stay at this hotel. It's up a very steep hill and there is no free shuttle like they tell you at Trip Central. In January its very cold at night. The restaurants are over a bridge, about a block away from the elevators. A cat meowing kept us up one night and so did the fridge. They told us there were no charges but charged us $20 The maid stole our suntan lotion and capsules that I kept on the table.

The food was mediocre at best and booking an a la carte is the worst process possible. The resort is in need of repair. The beach is extremely rocky and you need shoes. The staff was great!!! Seems like it could be a great place just needs some TLC. Wouldn’t send anyone here. 3 star at best

I was a bit leary at first after reading some reviews on this resort. Well it was so much better than the negative reviews. We arrived late afternoon and the check in process was great, we stayed at the Club Select. I requested a 3rd floor and was given what I wanted. We went for Christmas eve dinner, we did not realize that we needed a reservation, but the kind staff at the Laguna International buffet accomodated us. We really enjoyed our meal, the selection was overwhelming by how much there was. Great Job! The next morning my husband had a shower, but no hot water. I went to guest services and the problem solved and we had lots of hot water. We were treated very well, I have no complaints about this resort. Everything is within walking distances. The beach was great too, yes the Ocean is rocky but we knew that before booked. We totally enjoyed sitting out on the lounge chairs by the ocean. We loved that the bar was close by too. The only thing that kinda spoiled our trip was the very selfish people on the beach, that needed extra covered huts and extra lounge chairs, one family of 4 needed one each for them. We shook our heads at them. Besides that we loved our stay. Plenty of restaurants and bars, something for everyone. Lots of activities for families too. Besides 2 days of rain, we still came home with a tan. Plenty of animals and birds, please do not feed them! I also was minding my own business, I had a coffee in my hand standing by the adult pool, when a monkey came running at me and grabbed my coffee, it spilled on him and he bit me, drawing blood. I don't blame the animal, he is wild and because people feed them. I'm ok, but when I returned home I have been getting tetanus and rabies shots. Besides that is a pretty cool story to tell friends. One thing we noticed that nobody tips anymore, we tipped all the time. We loved the staff at this resort and guest services especially Johnny. Anyways thanks Brenda Moran for calling me! Loved our holiday.

The hotel is big, the waterpark is smaller than I taught it would be. There’s is like a baby/toddler pool, than another spot with many slides but my toddler was to scared to slide down without me and I was not allowed to go down with her, than there’s another spot with just 5 medium size slides that my 5 year old really liked and another spot with 3 slides that was for little more bigger kids, they dont have alcohol beverages at the waterpark you must pick a long walk to go get some. The main pool is not really big and the beach is full of rocks and the sand is rocky, I did not enjoy the beach at all. There’s food line by the main pool is incredibly long and I wish that the activities during the evening would have started earlier, 9 pm was a little late for us with a toddler. The site is so big it’s a lot of walking and the driver of the golf cart don’t really give out rides they are mostly there for check in and check out. You can easily get lost and the food was fine but we were so over the buffet after 4 days we waited in line to get over easy eggs took about 15 minutes to get serve and 3 eggs were busted in the process of cooking. My husband had an upset stomach the whole trip my kids ate hotdogs pizza and cucumbers the whole time we went to the restaurant but yea the food was the same as the buffet. Lots of pork little chicken and beef, I had bacon once and we were at the buffet at 9 am. The room was fine but I wish the fridge would have been filled up without asking and I wish we had more pillows and a thicker blanket or 2. My toddler as contracted hand, mouth and foot infection but i can’t be 100% sure it’s from the hotel, my son had fever and I had diarrhea. Like the whole experience was ok but I was expecting more from a 4,5 stars. Strong points was definitely the performance, customer service from the overall staff and direction, and the animals that walked freely around the resort that was really cool.

If you want to see wild animals this is the place for you. If you want a beautiful beach, great food, great entertainment, hot water in your room, then it is not. We got really sick while we were there, not sure if it was the food or not but we ended up begging the concierge for crackers as it’s all we could eat. The pools were nice and the staff tried to do their best but it was definitely not a 4 star in my opinion. 3 at best. That said the wildlife was spectacular-was so cool to see monkeys everywhere and that’s really the reason we went. The grounds and vegetation were wonderful and lots of trails to hike or bike.

Over crowded, every drink was mixed different , food at the same restaurant was always different. Had to get up at midnight (every night) to book Al la cartes . And then it was hard to get into them

The hotel was extremely outdated where the elevators were under maintenance for the duration of our trip. Definitely a good hike to the third floor everyday. From the lack of care in the public washrooms and having one vehicle for transport shuttle for an entire resort, this was absolutely disappointing. Having to walk 20 min towards lunch and dinner daily. The pools were bone chilling cold as if they never plan on heating them. The activities are free including the kayaks. "Almost free" while tapping on his tip jar felt concerning and insulting. Didn't even feel like using the equipment after those types of comments. Many more to list however nothing nice would be added.

The hotel is a true boutique size which was what we were looking for. A lot of the staff is amazing and make your stay there so much better. My big issue is the fact that I slipped on the pool deck and landed on my face. I was not drinking. It is so slippery getting out of the pool, I'm sure I'm not the first or the last to fall. they don't seem to take it very serious. Within a hour I had a black eye and bruising running down on the left side of my fax.. My shoulder was also black and blue and I broke a toe and skinned my knee. I have now gone for an x-ray since I'm home. The pain was so overwhelming I went into shock when I hit the pavement. It's a very long story and what upsets me is they told me I had to pay $150 American for a doctor and sign a waiver indicating it was the fault of the hotel. Of course it is. My husband refused because at the time we didn't know the extent of my injuries and was furious they were telling us we had to pay for a doctor. After that they couldn't have cared less about me. No on followed up to see how I was doing, no apology, no offer of assistance. the next evening I asked the entertainment Manager Alex, if they could turn down the unbelievable loud club thumping music because my head was pounding and he said no. 75% of the guests were over 40 and no one wanted to hear it. We couldn't even talk it was so loud. This music played all day at the pool and all night at the bar and they didn't care what anyone wanted because I wasn't the only one to ask. Finally I spoke with the Hotel Manager about my fall. He apologized and said his staff much have mis-understood their policy because he would have covered the cost of the doctor. My stay was for 2 weeks so they had plenty of time to at least ask me how I was feeling. To explain my service mark, of poor it's because of Management Almost everyone working at the resort was amazing.

Overall, this resort is a great place for all ages, but especially for families. The beach and nature were amazing. Cleanliness and service are the most successful points of this resort, which through the wonderful and very kind staff make the stay at the resort even more desirable. We sincerely thank agent Sandra De Faria for suggesting this resort.

The best part of this hotel was the staff, aside from one who checked us in and set us up for a "lunch" at the Royal Elite part of the hotel, which is for returning members only (we had purchased the select club adults only package). We were told it was just a chance to see what it was like and would be 90 minutes tops. I was also told that this was the only part of the hotel which had a swim up bar (later found out this wasn't true, the family pool does as well). We meet him the next day and he introduces us to a man who would take us around. Well, this lunch (we had tacos at El Nido, a restaurant we already had access to) turned into a sales pitch. We were brought over to the Royal Elite side of the hotel and shown a model suite. All the while being told that our side of the hotel served bad alcohol that would give us a hangover, and commenting on how much nicer this model room was compared to ours (this is the second day of our 7 day stay). More sales stuff about how online sites that offer packages purchase a bunch of rooms and sell them, while he could get us a deal for $1 a night for the room, we just have to book flights. More sales pitch that confused us, I started thinking it was for a timeshare (something about not being able to book certain dates??). Then off to his office where he shows us pictures of different Sandos resorts around the world. At this point we are not biting, so he brings in his boss. Finally, after 2+ hours (when it was supposed to be 90 minutes total), I explain we are not interested and the good reasons why. We are promptly ushered out. Lame. On top of all this, the select club package is supposed to give you priority seating and reservations for the restaurants and buffets. Many times we waited in line for the main buffet place. The food is ok but lacking in many ways. Too many items were overcooked, dry and bland. We saw one of the made-to-order cooks at the main buffet using the same tongs to touch raw meat and chicken as to serve the cooked meats. I didn't even bother trying anything from that station after that. Halfway through our stay, the 24 hour room service stopped. We were told we had to go to the El Nido restaurant and order from there off a different, smaller menu, which no longer served any breakfast items. The shower leaked all over the floor due to there being a gap at the bottom of the door, and we had some kind of leak in the toilet closet. The pros (there were some), are the staff was extremely friendly and attentive; there were all kinds of animals around (coati, raccoons, a peacock, turtles and monkeys); there are on-site ruins (!!!), and the foam party.

This is definitely a good 4 star resort. The food is good, not alot of option. Not fresh eggs for breakfast were unusual. The staff is pleasant but not as friendly as other resorts. The hotel seems dated and definitely needs some retoucheling.Ex ,the pool had a lot of broken tile ,but nothing that ruined my trip. The hotel room was very nice but had some smelly pillows. .

The resort was ot bad , the food could be better and the beach and pool was great. It has a lot of set back the shuttle was very back it took so long to make round trip for such a big hotel only had two shuttle runing and it was so far to waking to the entertainment,beach and some of the pool. It's not worth the cost for our stay.the rooms overall need to be updated .

We thought the resort was beautiful! The wildlife is the real reason we came here and that did not disappoint! It was amazing all the different animals, we are sad that the weather was too hot for the monkeys to come out for the most part and the weather was far too windy for snorkelling but that’s on me and my lack of planning. We would definately come back here! All the staff were so friendly and willing to help with anything!

Was excited to go back to a resort we enjoyed 1 yr ago but Disappointed. Had requested a king bed, not main floor, not poolside. They gave us the king but on main floor by the pool entrance. Told us we could pay to upgrade to a suite, declined an additional $1300 USD. Room was tired, toilet didn't flush & took 4 hours for someone to fix it. Food and drinks were good, lobby staff not helpful at all. Brazilian and Italian a la cartes best restaurants. We stayed in adult only select section. Signage for area needs to be better as children constantly coming to adult only Beach area or to bars or pool and then families would complain.

The initial arrival to the resort was a bit of a wait. We were able to check in but had to wait about two hours for our room. Understandable as rooms are not usually ready by 3pm, however our flight time was early and we arrived just after 1pm. The resort is beautiful. If your looking for a beach, this isn't the resort for You. Tons to see and do without the extra expense of leaving the resort. Dinner reservations you needed to submit at 12am every night in order to get one. Buffet was okay, but lacked in amounts of restocked food. Tons of kids activities, entertainment. To highlight this resort more would be to Add additional kids services such as ice cream parlour or a coffee shop.

First room they gave me was in the family section nice room but a very long walk to get the tram (train Tran) . I was then moved to the adult section on the second floor with the elevator not working. The second night in my new room the air conditioner stopped working so did not get a good nights rest. Otherwise not as good of a vacation as last year’s. Other issues were with Air Canada. Dealing with trip central was easy and delightful, Thank you Richard Denis

we spent a week for my niece's wedding and it was amazing! This is a large resort with plenty to do. They are very well equipped for kids and adults. Pools were great, rooms were clean, and they had the largest buffet I've ever seen. Also plenty of à la cart restaurants, but do book early. The one hour snorkelling booked through the resort's dive center, which was a 10 minute boat ride away, was spectacular and very were worse the time and money.

The suite was very spacious, staff were very friendly and accommodating, food was very good for the most part. We found the cabana loungers a little rickety and worn, but still enjoyed sitting around the pool. The resort was very clean and well kept.

Resort has gone downhill since last year. Food was cold and very little variety (buffet) Could NOT make reservations for any restaurant as the were booked and could not book anything that was available later unless i stood in a line several days later. Resort has excellent walking paths through the greenery.

Poorly managed hotel. Unable to get reservations unless you wait in line for 3 hours at 7 am in the morning. Very dirty rooms along with the horrible smell in the rooms. Not enough staff and the staff they do have many of them are rude especially at the front desk. The beach has to be one of the worst beaches in the area. All rock and very dangerous. Would not recommend to anyone

The hotel was lovely, but way too large for the restaurants, so many people with not enough places to eat. Waiting I lines, not able to get into the restaurants because they were already booked even though we tried on our arrival day. Towel bar by the restaurants not by pools, so you had to carry them and then take them back to an area that was 15 min walk from your room. We are in our 70s and we were given rooms farthest away from any of the facilities. The eco environment was lovely, swimming in the senote, and the animals very enjoyable. Large peacocks and monkeys. The beach and ocean was rocky and you were unable to swim. The staff were pleasant and hard working but unable to answer most questions. We went on March Break so the place was packed and unable to accommodate so many people at the same time.

The hotel itself was lovely. The grounds were well kept, the wildlife in the resort is amazing and the rooms are very nice and clean (we had the family suite) Unfortunately, that is where it ends, the hotel is very understaffed. You wait hours in line for any buffet, if you want to book an A La carte, that is almost impossible as their app barely works, or you have to line up at 6:30am (Mon & Thurs only) to try and get a reservation. Both me and my husband ended up with food poisoning as well. Drink lines are long and room service takes forever. The beach is nice, but you definitely need water shoes if you want to go in the ocean due to all of the rocks.

Our stay was very nice. We enjoyed all of it. The room was nice and the grounds were beautiful. The activities crew were very friendly. Entertainment was fun. Food was good. The alcoholic drinks could have been a little stronger.

Nice, small resort. Not crowded. Great location. Food excellent. Staff very pleasant. Very few children so was quiet. Great views from beach and view of marina from resort. Room was dated but comfortable.

The grounds were lovely but the resort was tired and the food and drinks were lacking. The rooms needed a major overhaul. All was bearable because of the gorgeous beach. I don’t think I would make a return visit. Staff for the most part were lovely but major communication barriers that I’ve never experienced at other resorts.