Sandos Playacar - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

24953 reviews

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  Disappointing, terrible service and quality

  We are currently at Sandos Playacar Resort and paid an additional $1,400 USD to be “upgraded” to a larger room. Unfortunately, our experience has been nothing short of a nightmare. First, our room’s air conditioning has not worked for the past two days. We’ve submitted eight maintenance requests through the app, called guest services ten times, and even spoke to them in person. Despite all this, no one has come to fix the issue. This is absolutely unacceptable, especially considering the premium we paid for this room. On top of this, we booked a spa service for 3 PM today. After waiting for over 40 minutes, we were informed the masseuse was “running late.” We had to leave without receiving our service because we had kids to pick up from the kids’ club. Not only was there no sense of urgency or communication, but the staff didn’t seem to care about the inconvenience they caused us. We are here for a wedding and had high hopes for our stay, but it has been one issue after another. The lack of responsiveness, professionalism, and care from the staff has been appalling. For a resort that markets itself as a luxury destination, our experience was far below even basic expectations. We travel often, and this has been one of the worst resort experiences we’ve ever had. Sandos Playacar and the Sandos chain as a whole will never receive another dollar of our money, and we will absolutely not recommend this resort to anyone. If you are considering staying here, I strongly suggest looking elsewhere.

  Jan 22, 2025
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  2025 family trip

  Lore Moreno at guest services at meeting point was very helpful, friendly, we all joked around almost every day and she is excellent at her job with customer service!!! At Ocean Snacks we enjoyed a wonderful breakfast every day with fantastic, friendly, helpful staff which included Jesus and Karina and others. Very attentive to our wants and needs, knew our coffee drinks on second day!😁🥰 Whole resort is very beautiful, well maintained and clean. Our room and housekeeping staff were awesome as well, Ramondo and others. All the food was fabulous! We will definitely be back!! Thank you for a fantastic vacation!!!

  Jan 21, 2025
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  Best wedding experience!

  Me and my Wife had such a great wedding and vacation here! Frida was the best! She made sure everything ran smoothly. Lovely experience all-around and such an awesome venue to have an intimate wedding. I also was amazed by the service and staff for the entire resort!!

  Jan 21, 2025
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  Great time at Sandos Playacar

  The rooms in the superior adult only area are basic, but we found the bed comfortable and the room was cleaned every day to a decent standard, in our opinion not 4 star accommodation, but perfectly comfortable. If you cannot live without wi-fi in the room you may be disappointed, but why would you need it when there is such a fantastic beach right outside the door.? Wi-Fi by the adult pool, and in other areas of the resort works well. We recommend checking in online on the Sandos Playacar website a couple of days ahead of travel, and uploading your passport details, it saves time when you arrive, just go to the "online check-in desk" at reception. We travelled from the UK with Tui and were still able to do this. Once you have arrived, and have your room number, you can also use this website to book restaurants etc, it's call the Sandos app, but it's really just a website. If you have issues booking restaurants via the app, go to the reception in the meeting point where they are happy to book for you. All the bookable restaurants were good, (we had dinner in them all, the French restaurant being our favourite) the food was a decent quality, and the staff were friendly. The only issue we had was, we found the service to be a bit rushed. The main buffet restaurant was as expected, good choice and multiple cooking stations cooking fresh food. It can be a bit chaotic, which is why we used the smaller buffet called the "ocean snack bar" for breakfast. Service by Esmarelda was excellent. The adult only pool was good fun, plenty to keep us amused with the energetic animation team. The bar at the adult only pool is great, if you think the drinks aren't strong enough, just ask for double measures of alcohol! A special mention for Maria, customer service representative, who was very friendly and helped arrange a local cooking course for us which was great fun. When departing ask Maria to arrange for your bags to be taken back to reception on the golf buggy. NOTE - when you check out, you need to get your wrist band cut off by the staff member behind the check out desk, you then get an "exit voucher" that you need to give to the concierge to get you suitcases back.

  Jan 19, 2025
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  Excellent stay in Sandos

  Hotel is super clean, beds and pillows are comfortable. Beach is beautiful and much better then other parts/hotels of Cancun we stayed at. Food is excellent in both buffet and a la carte. Staff service is excellent here and much better then with all other previous stays in different hotels. Especially Maria from Royal Elite Concierge and Kena provided excellent service upon check in and explained us well about about the resort and the amenities. Marlon and Angie from activities create awesome games at the beach and then lead the evening entertainment until late at night. They are great, super fun and our group of adults and kids fully enjoy those beach activities. Great job guys!

  Jan 14, 2025