Beautiful beach/clean pools. Awesome staff. Poor food

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

Disappointing Experience: Not a 5-Star Resort

• 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 [... read more]. • The Only Highlight: The beach is nice. It is easily the best part of the property. . I will not be returning

Beautiful Beach, But the Resort Falls Short

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,  [... read more]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.

Sandos A Great Stay

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 [... read more] the beautiful beach, nice friendly staff and top notch service.

I wish I could give a positive review

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  [... read more]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.

Good Resort

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. .

Great vacation!

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.

Not a four diamond hotel or Five Star

Main Buffet was average , no cheese offering , limited meal selection , breakfast was good. Restaurants that required reservations had small servings and quality low. Rooms were clean , room service was cafeteria quality

Would not stay again

This hotel should not be rated a 5 star resort.Check in wasn’t great as no one gave us a run down of the locations of everything. Staff seemed annoyed to have to book our dinners for the week. The room was run down and the resort seemed understaffed. Not really any activities during the day.

Might go back

There were many good things and some not so great things. Would consider going back if the price was right. Would consider paying more if some deficiencies were fixed. We travelled as a couple and enjoyed most meals but not all. Gym has many broken pieces.

Worst resort I’ve ever stayed at

1. Room smelt like feces. Like it was so disgusting they didn’t even want to switch our rooms until we made them come smell it themselves. 2. One bed when we asked for 2 3. No food after hours. They advertise 24/7 room service. This is a lie they will not answer your calls. 4. Alejandro is the most rude front desk staff of all time. If you see him just immediately ask for someone else unless you want to be disrespected and treated like shit. Guy clearly hates his job and his life. 5. On [... read more]e girl had her own room and she got electrocuted. They didn’t care. They didn’t even at the least apologize. 6. There’s a minimum number of cabanas at the pool but the pool boys that work there put books or shoes on the beds to claim it and the guest have to bribe them with $20 USD to get a bed. Which is free they’re just assholes and money hungry. We caught on to their game and they didn’t like that. 7. Shower knob fell off 8. Wall is leaking 9. Bathroom is moldy in one of our 3 room 10. Staff came into our room while we’re half naked with the do not disturb sign on. Didn’t apologize. Not sure why they’re coming in when it shows we’re sleeping 11. Staff came into one room and took the towels off the rack and threw them on the floor… again do not disturb was on 12. Refuse to answer our calls 13. Bar tenders were super rude 14. They only help locals 15. 24 hour food service and 0 food service 16. Never give us water when we ask. Every 2 days we got some water if lucky 17. Power went out in one room 18. Expired mango juice from March…. 19. Air conditioning wasn’t properly working and was also leaking 20. Came home and all my stuff was moist from the air in the room

A very convenient resort

The spectacular, seaweed-free, beach with ample shade was great! The diligent staff offered free umbrellas to all patrons and did not expect a tip although I always gave one. Beverage waiters also offered free drinks with no expectation of tip or reluctance to serve non tippers! 3 pools were enjoyed by the younger crowd whose average age was about 40. Music was a bit loud in the afternoon by my (senior) standard. Rooms were comfortable with great beds. Maids cleaned rooms daily! Beverage guy re [... read more]plenished drinks daily! View from our 6th floor room was ok - balcony was tiny. Stephano (concierge) was our favourite go to guy! Excellent English and very helpful booking restaurants and showing our group of 4 around. A very valuable staff member! The weakest part of Sandos was the food! It was more like Cuba with a 3-4 star rating. This was the only weakness of an otherwise very enjoyable small resort.

Great small resort

For the size it offered good choices of restaurant and the entertainment team was exceptional . Mario at the pool bar and Gisele who look after the exercise, volleyball and games where particularly great

Not a 5 star resort

This hotel is not up to par the food is terrible at buffet or the restaurants. Had to upgrade to a suite as regularly rooms are wet and smell awful. It costs an extra $200. The pictures of this hotel is deceiving.Spend your money at another hotel

Great Resort with som downfalls

We found this resort to well kept and very clean. The staff were outstanding and catered to your every need. The food at the a la carte restaurants was excellent but the buffet was well below average. The problem we had was two of our nights were marred by partying, loud music and slamming doors on our floor between 2am and 5am. We tried to contact the front desk several times with no answer. When we complained the next morning, we were met by indifference by the reception desk. Overall, we en [... read more]joyed our stay!

Great Resort

We went for 7 days to this resort. It is great for couples, not recommended to come with children. Food was very good, big selection of restaurants, rooms are nice and cozy maybe lacking a bit of lights in them. Staff is very nice and friendly and always willing to help. The pool areas are very beautiful as well as the beach. The resort does have different night activities planned out each day, but it still seems like its lacking some entertainment during the day.

Good Relaxing Trip

Good resort if you do not plan to stay in your room much. The room is more of a 3star rating. Beds,blankets,washroom needs upgrading. Doors for the balcony needs upgrading. No chairs on the belcony. The resorts next door block the sun over the pools so it can get cool early. Not a kids friendly resort. These are my only complaints of this resort. Good Entertainment each night. Good food. You can always find food to eat through out the night.

Great staff, Great beaches, Great resort!

My wife and I really enjoyed our stay at this resort. The Staff were always so nice and willing to help us enjoy our stay to the utmost. There was always one event or the other organized in the evenings to keep you well entertained, and the food was awesome too. There was a Japanese and an Italian restaurant with a la carte, as well as the regular restaurants with mexican style and international style food offerings. The view from our room was awesome, and the beach was great too. I would defini [... read more]tely visit this resort again.

Sandos was fantastic!

We traveled to Cancun for the first time and very happy that we chose Sandos! We had a 16-month old with us and although the hotel was not really a kid/family hotel - it was great! Our little one and us enjoyed the pool area with the ocean view and nice sun tents as well as a nice beach and a beautiful blue ocean. The staff was providing a high quality service and accommodated all our requests, including the crib for the baby and daily milk supply for his bottles. And everybody around really  [... read more]seemed to love our baby - it was very тшсую The minor complaint we had was that we constantly had to ask to bring the water bottles to our room as they were forgetting to leave them when the room was getting cleaned and we needed at least 3-4 bottles every day to wash baby's bottles and also just stay hydrated. The weather was great, no hurricanes - just a couple of rains here and there. If you want to have a blast at Sandos - get a room with a balcony. We enjoyed having coffee and snacks from the room service that was operating 24 hours, and watch sunrise and a beautiful night views from our room once we did an upgrade for the balcony.

Beautiful beach, alright resort.

The beach was beautiful--white sand, clear water, and comfortable cabanas in the sun all day. The pools were ice cold and in the shade most of the day because the sun was blocked by the neighbouring building after the noon hour. Service was mediocre at best, even with generous tips. Staff often confused orders. Drinks were significantly watered down (drinking all day, no buzz). Food was only alright, often luke warm and slightly lower quality that I would expect at a chain restaurant at hom [... read more]e. We did however love the teppanyaki restaurant. Our room was comfortable, but our "king" bed was really just two doubles pushed together. We had a large ocean view window that made up for a lack of balcony. The conceriege staff constantly asked us if we were married, living together, or just friends--as if it was rare for an unmarried couple to go on vacation together. Night time entertainment was lacking. A single activity, often started 30 min to an hour late and had very minimal turn out. Overall, we enjoyed our vacation because the beach (and weather) were so beautiful, but we likely won't return to Sandos Cancun again.