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Resort details
Hotel advisories
General policies & fine print
Check-in Policy - Hotel requires cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel does not allow groups of students or spring breakers.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer
to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer ratings & reviews
TripAdvisor traveler rating
9501 reviews
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Nov 17, 2024A good time, not a great time
Unfortunately our third trip to Sandos Cancun was not a charm. We were really excited to enjoy a few days at the end of a group holiday, but that quickly faded. Our check in experience went well, as RE members we thought we would have a room on the 6th floor, but were told it was full. Our room had a great view of the ocean and a partial lagoon view. Our Spa experience was terrible, please read my full review under Spa Del Mar Cancun. There are very few beach beds here, so you need to be prepared to get up at 5:30 am to get one. The first morning we were not even able to get loungers after 8am. There is no longer a Royal Elite bar at the pool, but a cart instead. Only one of the days had a staff member at the cart, so I guess it’s make your own? I have dairy allergies, so I travel with my own vegan cheese and butter. I checked in advance that my items could be used and noted everywhere I was asked that I was allergic to dairy. On our first full day I asked if I could use my cheese on a pizza made poolside, I was told no. Several staff later, including the head chef I was told if I signed a waiver they could use my cheese. The RE concierge Charley offered the waiver, and never came through. He actually avoided us for the remainder of the trip. I wasn’t able to eat any of the food poolside please, which was quite disappointing. On our second night a storm came in and our AC unit was leaking, unfortunately since it was dark we didn’t notice and I took a pretty hard fall on my way to the bathroom. It took over 25 minutes to get first aid to the room. Maintenance and housekeeping were sent to clean up, which was appreciated. There were some highlights, the captain at the Italian restaurant was wonderful, she noted my allergies and let me know what was ok to eat, the service at Fratinnis was excellent. Miguel the bartender on 6 always greets you with a smile and some peanuts! We really enjoyed spending time with him at the bar. Karim in the Spa is exceptional, she is warm, caring and very good at her passion! Enrique our room service waiter was also very nice and shared some Cancun facts with us. Note: if you have food allergies do not trust the menu or food labels as they are not always correct, especially the vegan marked items.
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Nov 08, 2024Freddy in the buffet is excellent! He really hustled!!
Freddy in the buffet was excellent and really hustled!! Thank you Freddy!! The beach is gorgeous and the rooms are top notch! There are many choices in the buffet and the restaurants have variety of foods to choose from. Wonderful vacation with family!
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Nov 05, 2024
Wonderful Experience in Every Way!!!
Our experience was fabulous!! We were celebrating a friend’s 60th and couldn’t have been more pleased. The food was fantastic, and the drinks on point. But what stood out more than anything was the staff! Everyone was so incredibly friendly and helpful. Carla and Itzel, who guided us through yoga and water aerobics everyday got our energy up and had us feeling fantastic. Bruno, Andrea and Lorenzo were just some of the amazing service staff who tended to our every culinary need. Ade and Isabel were some of the house keeping staff that were so friendly, kept our rooms clean and stocked and were always checking to see if we needed anything else. If you want a wonderful holiday, free from worry, and full of fun activities, tended to by some of the friendliest and most genuine people… look no further!
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Nov 02, 2024Relaxing Holiday
Sandos Cancun may not look as impressive when you first get here, but the customer service and good food more than make up for it. The rooms are decently sized, and the beachfront is well-maintained, with nice cabanas and plenty of lounge chairs. Mr Reyes at the front desk made our check-in flawless and arranged a room for us right away, even though we got here super early. The tennis and gym facilities are fantastic. We especially enjoyed the Halloween-themed dinner and the Day of the Dead celebrations. The bathrooms are not the best. Overall, it was a pretty good vacation for the price.
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Oct 30, 2024
The Good and Bad
Let me start of by saying this is a small hotel compared to the megaplexes that loom over the beaches of Cancun. However, an overall nice hotel. It’s a little older and the building shows. It is a very clean hotel, lobby, bathrooms, rooms, restaurants. The pool area has two levels, both pools are clean, and are kept clean. I mostly stayed on the upper deck pool, as it was mostly vacant, which was nice. However, that means that the bartenders walking around the pool, didn’t it make over there quite often. The drinks are good. Check in was smooth, you have the opportunity to check in online before you arrive at the hotel. Reception was phenomenal, excellent service, always willing to assist. I had some issues with the safe and the hot water, and they were quick to get someone to assist me, and maintenance followed up right away. The hot water was mainly that I didn’t know how to work the lever. I was not very happy that I was accosted by concierge right away, and this is were my overall experience was affected. The gentleman who assisted me made it known right away that I would not be made privy or acesss to some of the exclusive “members only privilege”. They asked who I booked with and I booked with Hotels.com. Guest are differentiated by red and blacks bands, the red ones being the lesser ones. The black bands have access to an exclusive bar by the pool lounge area. This small experience put somewhat of a damper because your left feeling like a second class citizen. I understand that its there job to try to get people to join their elusive members only, however, there are better ways to go about it, without leaving a guest feeling like less off. The restaurants, there are four restaurants, and one of them is buffet style. The other 3 require that you RSVP online, however, I was not able to get a reservation because there was no slots. I asked concierge about reserving a spot, because they ask you to reach out to them if you need a reservation which I did, and I was mostly persuaded to go via the buffet route. They suggested I go to the restaurant and see if they might be able to squeeze me in. I wen’t by the restaurant (Frattinnis) and asked if they could fit me in. The manager I believe (blue shirt) seemed annoyed that I was asking, and asked that I try about 9:30 pm. However, I was hungry, I tried waiting but hunger got the best of me. I am a fast eater, and 1 person, I don’t think it would have been to hard to accommodate me. The buffet was good, not the best selection, but it did the job. The service at the buffet was a little slow for me, it seems that if you’re in a family setting, they are quick to attend to your needs, i.e remove plates bring by drinks. The bar had some good drinks, but apparently a jack and coke was above my pay grade. I was told by the bartender that Jack was not in my plan (i.e red bracelet). You’re telling me that Jack is considered high end? What are you serving your high end guest? This was my first experience as a first time guest at Sandos and first time in Cancun. I don’t think it takes a lot from a hotel to make 1 guest happy, and all guest should be treated with equal respect. We are all paying guest. One more thing, please check your beds, there was a dip in my bed, it was an old mattress from the looks of it.