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“Just back from a Destination Wedding at Sandos in Cancun!” 5 of 5 stars
Review of Sandos Cancun Luxury Experience Resort

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Sandos Cancun Luxury Experience Resort
4.0 of 5 Resort (All-Inclusive)   |   Boulevard Kukulcan KM 14 Manzana 53 Lote 37 1 | Hotel Zone, Cancun 77500, Mexico   |  
Hotel amenities
Ranked #19 of 175 Hotels in Cancun
San Diego, California
1 review
5 helpful votes 5 helpful votes
“Just back from a Destination Wedding at Sandos in Cancun!”
5 of 5 stars Reviewed October 4, 2012

First of all, I must admit that I do not usually stay in luxury resorts or inclusive resorts, but I have been to Cancun twice before, and this was a wonderful and amazing experience! I will definitely be back! Beautiful room, 5 star cuisine (truly delectable, chefs are outstanding), lovely beach and pools, and for me the helpful employees made our stay so comfortable (Barbara at the front desk, Patty at Zango's, and the many servers Orlando, Alex, and Jesus just to name a few.)

The wedding ceremony was romantic and well organized. The food was sumptuous. The music and dancing was perfect. I was so pleased to be a part of this event held at the Sandos Resort in Cancun.

  • Stayed September 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Experience Resort, responded to this review, October 5, 2012
Dear Guest,

Thank you so much for giving us the chance to make you live a Luxury Experience at Sandos Cancún.

We have a beatiful property located in front of the ocean caribbean, it is good to know that you truly enjoyed our facilities but most important that the service of our staff made of your vacations an amazing experience.

When we celebrate a wedding at Sandos all of our staff is commited to make an unforgettable celebration. We have a profesional team working on every single detail to make it perfect.
It will be our pleasure to welcome you back at Sandos Cancún.

Best regards!
Martina Rodríguez
Director
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2,170 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (409)
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Baltimore, Maryland
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
22 helpful votes 22 helpful votes
5 of 5 stars Reviewed October 3, 2012

Special Thanks to: Jessica and Patricia for a beautiful Anniversary Dinner at the Gazebo overlooking the beautiful view of the Ocean. My aunt and uncle were impressed and their 45 years Anniversary turned out to be more than they were expected. Thanks to Veronica at front Desk and her team of friendly staff, always smiling and gracious. Thanks to Alejandro, Daniel, David, Andres, Miguel at BarOne, Lifeguard Ernesto, Mirna at the Spa, staff at the pool, at Zango, Gaijjin and Seasonal and the friendly cute lady from Entertainment team at the pool (she always came by to say hi and the kids love their her artwork on their painted face.

Thank you for making everything possible….for not saying “NO, it’s impossible” like other resort.

We just came back from 5 days/4 nights Wedding Anniversary trip at Sandos with our family of 15 ppl. They have been staying at THE ROYAL many times and expecting top-notch services. However, we went to THE ROYAL last September and were so disappointed with the food and services. And AQUA Live in March had fallen short because not only we have to make reservation for the restaurant, their restaurant is not large enough to accompany a large group of 16 ppl. Therefore, we decided to try out other resort and since we’re bringing our kids with us on this trip…Sandos ranking #3 would be a good choice. I was nervous at first, especially bringing a large group oversea and making sure everyone is please and happy with their vacation. Thanks to the Excellent Management Team and Over the top Customer Service. Everyone is well-pleased and requesting to come back to Sandos again in our next trip. The best thing about the resort is everyone tries their best to make sure their guests are happy…just like inviting us to their own home. Special Thanks to Martina, she is friendly and working hard to make sure her guests are enjoying their stay. She is lucky to have a team of hard working people and as a team to create unforgettable memory vacation for their guests.

Check In:
-We were coming from the airport at 1:30 P.M. and a room was ready. It was a quick process and Veronica and her staff were very pleasant to deal with. They even gave us the ladies roses to welcome our arrival….we love love it…it’s the small detail that count.

Room:
-Beautiful View of the Ocean. My mom said “What’s wrong with the bed?”….why it’s so comfortable and I don’t want to get up to do anything else.

AC: What I love about this hotel is AC everywhere. We appreciated having AC in the hallway and all restaurants. Trust me…it’s a plus because it’s horrible to having dinner in the hot weather.

Spa: Beautiful facility…we all love love the heated neck pad while waiting for our turn. The only thing is I have to admit THE ROYAL massage is better because their technique are better, they know how to press the right tight sport and release the tension. We went to have massage everyday at The Royal and since they offered decent price which is lower than other hotels. And this is the reason why the spa at THE ROYAL always booked up. The massage at Sandos needs improvement and a little more pressure,..an oil rub is not quite a massage to our standard. They need to work more on the neck and shoulder area. 7 peoples in our group were having the massage and had the same recommendation. Even we told the masseurs we need more pressure there but they just oil rub and if anyone who is often going to have massage know that neck and shoulder are must needed area.

Pool:
-Very nice pool area..Heaven for the kids. Heated pool is also a plus. There are 3 pools and one of the pools is covered in a shadow by 2 P.M. which the kids are enjoying very much since they didn’t want to expose too much to the Sun.

-Service at the pool has been slow. We have to wait for someone to come get our drink order. But as soon as they come by…they brought drinks, foods and…we love the fried grouper fillet with risotto rice…we have that every day.

Beach: Absolutely Beautiful...the kids didn't want to get out of the ocean to have lunch because the water is warm and they enjoyed jumping the little wave.

Entertainment: Even this hotel is lack of Entertainment but with the fun time at the beach and pool...the kids and adults are tired after and dinner and ready for bed.

Restaurant: Top-notch Gourmet food…Delicious…No reservation needed…only at the Japanese restaurant but always have available spaces. Fresh Seafood, Good Breakfast Buffet, Good Japanese Cooking show…all they need is offering lunch buffet because getting up from the pool or beach, going to Zango and ordering food for lunch…the wait can be long and by the time we are back to the pool, it’s almost dinner time again.

Special Thanks to the wait staffs at all restaurant…they went above and beyond to accommodate all our request…from special made pasta for the kids to fresh papaya juice for our picky cousin.

  • Stayed October 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, Director General at Sandos Cancun Luxury Experience Resort, responded to this review, October 6, 2012
Dear Guest,

First of all we would like to thank you for choosing Sandos Cancún to host you on your family vacation. It was a true honor for us to celebrate at the Resort a 45 years Anniversary and it is really touching to know that thanks to our professional service we could exceed your expectations.

We are delighted to know that all of your request always had a satisfactory answer, here at Sandos Cancún we pour hearts into making sure our service surpases your standards and pleases you as well as your family. At every event that we celebrate we work hard to make it a memorable celebration for a lifetime.

We truly appreciate your comments about the Spa, for your tranquility all of our therapists are nationally certified and constantly getting courses and training. All the products used at Spa del Mar are top notch. Hopefully we will have another chance to satisfy you with our massage treatments.

On behalf of all the staff thank you for your wonderful comments, we hope to welcome you back at Sandos Cancún on your next vacation.

Warmest regards!
Martina Rodríguez
Director
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Detroit, Michigan
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
22 helpful votes 22 helpful votes
3 of 5 stars Reviewed September 30, 2012

Background:
We are sitting in Bar One restaurant right now and have been waiting 30 minutes and not been asked for a drink order.
This is our second trip to Cancun this year and we have been here 10+ times in the last 7-8 years and have stayed at different resorts each time. Earlier this year we stayed at The Royal that shows as the 2nd best resort according to Tripadvisor in Cancun and it should! Phenomenal service, nicest rooms we have have had, beautiful pool and good food. We were here for a conference this week at the CasMagna Marriott property a few doors down. European plan was all that was available and we noticed that the Sandos had gone up to a #3 rating right behind The Royal so we had to come give it a chance.
Check In:
-We were coming from another resort so we arrived early (about 10am) and a room was not ready. The day before we literally walked over and around the resort and it was empty so we assumed that we could get a room. It took 3 hours to get into a room. Really when the occupancy is 25% at best. This place is empty and you can't find a room.
Room:
-Ahh mediocre at best. Doesn't look any different than any of the other resort we have stayed at. Refrigerator barely works and we have already asked to have it fixed once and no one has come. Drinks have not been replenished yet we haven't drank a lot because it is warm. Again if you want to stay in high end go to The Royal (most amazing room we have been in Mexico). Balcony railing is held together literally with wire coat hangers evidently so a baby doesn't stick their head thru. You have about 25% occupancy and you put us in the room that you should be working on? How bad are the other ones?
-A/C almost non-existent. in the room it barely works and the lobby and restaurants are warm and muggy. We went to watch football at the Marriott last night to get into decent a/c
Pool:
-Very nice pool area. Only problem is by 2-3 in the afternoon most of the pools are covered in a shadow from the Secrets resort next door (which looks to be very nice by the way).
-Service at the pool has been poor. We waited for almost 30 minutes yesterday for someone to come get our drink order.
Gym:
-Bright spot here. Probably one of the best we have seen down here. Smith machine and up to 60lbs dumbells. Decent equipment otherwise.
Food:
-Decent limited choices. Marginally better than the majority of resorts we have stayed at.
-Wait staff - very nice
Spa Credit:
-Beware this is the famous bait and switch at it's best. You only receive the free massage if you do it on one of the first 2 days. This is not documented anywhere for customer to see. Also you receive a $100 resort credit. All this means is that the first 4 times you spend $100 in the spa you get $25 off.

Overall it is a decent 3-4 star resort. Our expectations based on the Tripadvisor reviews were very high since it was #3 right behind The Royal. Based on where we have stayed i would rank it behind The Royal, ME and all the Palace resorts.

Room Tip: Rooms on the south side have sun all afternoon. Cannot sit and enjoy your balcony.
See more room tips
  • Stayed September 2012, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed September 29, 2012 via mobile

Words cannot express how truly this resort and staff are. My girlfriend and I stayed at the resort for 5 days and we could not ask for more. The inside of the hotel is so gorgeous and has such a relaxing atmosphere. Anibal, who worked at the front desk was the perfect person to have as a worker at the resort. He was so helpful, funny, friendly and just amazing. There are honestly no words that can praise him enough - he was such a hard worker. The food there was fabulous. Everything was so fresh and when we asked to be able to bring back our dinner to our room, they cooked us a whole new hot plate of the beef medallion. Gaijin teppanyaki was our favorite restaurant there. The staff was hysterical and created such an awesome experience for our trip. We chose to do 2 out of the many excursions they had: swimming with dolphins and the snorkeling tour. They were both so much fun and the staff was so helpful and incredible. We stayed in the lagoon suite and it was so so so beautiful. The room service was excellent. Everything was prepared immaculately and the service was very quick. All in all, if you want to have the time of your life in Cancun, stay at this resort. The staff did everything in their power to make our trip the absolute best vacation we have ever had and they surpasses our expectations. We love and miss all of you that we met on this trip - we will be back very soon!

Mary and Nicole

  • Stayed September 2012
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Experience Resort, responded to this review, October 1, 2012
Dear Mary and Nicole,

I ran out of words to thank you enough for such beautiful words spent for our staff. We take pride of them, and we appreciate the hrad work and extra push to go beyond the expectations of our guests to make you live a Luxury Experience at Sandos Cancún.

It is a true pleasure to know that you really enjoyed of a wonderful time during your stay with us.

The show cooking at Gaijin is one of our strongholds for the Total Gourmet Experience, being a small group on each seating the interaction with the chef makes it a unique experience.

On behalf of all tha staff we thank you for your preference to Sandos Cancún, hoping to welcome you back again in a near future for another dreamed vacations.

Warmest regards!
Martina Rodríguez
Director
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San Francisco, California
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed September 27, 2012

I came here in August 2012 for 5 nights and 6 days. From the second we walked in the door the service was OUTSTANDING! They randomly upgraded us to a club level room upon checking in which started our trip out right. That meant free day beds and access to the lounge bar and use of all the spa facilities. The food was amazing! We had (by choice) the same server for dinner every single night! Alejandro was the best and remembered everything we liked and didnt like throughout our visit. The Entertainment crew was also amazing - we hung out with Laura and Eric every single night! they became friends by the end of our trip. Jacob at the pool always knew drinks I liked and made sure to refill me, even without asking and always made sure we had cold water ready in ice. The massage was one of the best I have ever had (and I have had many!) If I had to say one thing, we could never get our room a good temperature, it was either freezing or hot cause we had to open the door. Not too bad to listen to the waves at night though. They also were opening the hotel next door the day after we left so there was lots of round the clock work going on but was not a problem at all! The champagne cocktail reception was amazing in the penthouse and the view was outstanding plus we knew most of the staff and guests by then. I want to come back ASAP and highly recommend Sandos Cancun!!

  • Stayed August 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Experience Resort, responded to this review, September 30, 2012
Dear Guest,

We truly thank you for such kind review. I am very pleased to know that you really enjoyed the service provided by our staff at Sandos Cancún. Our staff works very hard to make your experience at the Resort a real Luxury Experience.

Definitely the treatments at Spa del Mar are made to pamper you with a relaxing ambiance and qualified therapists on top notch facilities.

The Moet Party at the Manager’s Cocktail is something that we have done to get in touch with our guests, hear them and let them share their experiences at Sandos as this is the most important for us.

We really appreciate all of your feedback and we feel honored to be recommended by you. Hope to see you back at Sandos for new Luxury Experiences.

Kind regards!
Martina Rodríguez
Director
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Toronto , Ontario, Canada
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed September 26, 2012 via mobile

Santos Cancun Review

One Fine day became one fine week when the staff of Sandos produced and directed it. Arriving at your hotel within15 minutes from the Airport is a great starter. It's then when the luxury begins. We were welcomed witha rose for my wife and rose petals in our room for our 38th Anniversary. The first night was Mexicos 102 birthday celebration under the stars. The tequila flowed and the food flourished. Quickly our servers became friends and treated us as we have not been treated before. We have stayed at The Royal in Cancun and Playa del Carmen and though it is much larger they have certain rules and regs about towels , cabanas and the Riu requires dinner reservations at 6am  in the morning and these were the small things that would hamper your short vacation time. Sandos seems to have remedied these in fine fashion. The 80 minute Spa was exquisite , tranquil and relaxing. We were taught reflexology then the hot tub, steam room, sauna,plunge and relax room set the stage. Clean,clean and professional. The breakfast buffet offered everything and in mini portion sizes so you could try it all and not feel like you were waisting. The outdoor St Trope was being renovated and being slow season the choices were not what you would get ina larger resort. The menus were not as varietal but the presentation and quality was always excellent. Our dinnerS were always accompanied with live music from a pianist, saxophone or guitarist. On the verandah at the pool a live band played in the afternoons, the first time was Santans, Sade type and a rock band played ,Eagles and Adele etc. all were very talented which is not the norm at the resort shows we are accustomed too. The Infiniti pools and ocean were always the right temperature not too cold. Guillermo, Jose , allejandro and everyone served you right where you were. You did not have to leave the pool or your cabana bed unless you had to.  On the sixth floor you have your own private lounge and our rooms were never without towels and small requests for ie razors , bandages were immediately resolved. In every way they made our stay special and accommodated us with a smile and graciously. Sandos is excellence and when the St. trope opens we hope to return. 

Stayed September 2012, traveled as a couple
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Experience Resort, responded to this review, September 30, 2012
Dear Guest,

It was an honor to be choosen to host you during your 38th. Anniversary. Here at Sandos Cancún we pour our hearts into making sure your vacations at Sandos be a long lasting memories.

We have 2 of specialties restaurants, but only the Teppanyaki requieres reservation due to its size and to make a better experience.

I am very glad you could join the Reflexology Class, this is a new Luxury Experiences that we share with our guests such as the Spa Pampering at the pool area, cooking lessons, so you can take home a Little piece of Sandos with you.

It will be a delight to have you back with us for another exrtaordinary experience at Sandos Cancún.

Warmest regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed September 25, 2012

We got a Living Social deal and stayed four nights with a spa package and airport transfers for $1000. Unfortunately we had mostly overcast days, but one of the pools is very warm so we could still enjoy the ocean views and tropical setting from that pool! The food was good. They have 4 restaurants but one was under construction and the Japanese one is only open on certain nights (Monday night when we were there). We appreciated being able to watch SNF and MNF in the bars. The staff were all very nice and fun and Erick made sure we enjoyed Casino Night (even though it just consisted of 1 small round table :).)

We went for a walk on the beach and looked at the pools at other resorts and I honestly thought the Hard Rock looked like more fun for a comprable price ($1300 for 4 nights with $750 resort credit). There was a lot going on with a lot of people at the pool despite the scattered showers. However, if you're looking for a quiet, relaxing vacation, Sandos is perfect!

  • Stayed September 2012
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Experience Resort, responded to this review, September 30, 2012
Dear Guest,

Thank you so much for choosing Sandos Cancún. We are very glad that you could enjoy our infinity pools and appreciate the beatiful view to the caribben sea. We have 3 heated pools, so it is easy to find the right temperature to have a relaxing time at the pool.

Our staff will always try its best in order to make you feel comfortable and to make sure you have pleasant stay at Sandos.

Hope to see you again for a relaxing vacations.

Best regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sandos Cancun Luxury Experience Resort

Address: Boulevard Kukulcan KM 14 Manzana 53 Lote 37 1 | Hotel Zone, Cancun 77500, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #19 of 175 Hotels in Cancun
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Sandos Cancun Luxury Experience Resort 4*
Number of rooms: 213
Official Description (provided by the hotel):
A refined and yet welcoming sense of personal service pervades Sandos Cancun Luxury Experience Resort. Our guests enjoy an intimate setting on the sands of Cancun, combining a great all inclusive Total Gourmet Experience with pleasure and relax in 187 rooms, 26 suites. The visitors may enjoy a world-class spa with fitness center, two fine-dining restaurants, three tiered pools, and the Caribbean beach with private cabanas and beachside attendants. ... more   less 
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