We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Relaxing vacation but did not live up to expectations” 3 of 5 stars
Review of Sandos Cancun Luxury Resort

Best prices for -
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 9 more sites!
Save
You added Sandos Cancun Luxury Resort to your Saves list
Sandos Cancun Luxury 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 #24 of 179 Hotels in Cancun
Certificate of Excellence 2014
Chicago, Illinois
2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
“Relaxing vacation but did not live up to expectations”
3 of 5 stars Reviewed December 1, 2012

My wife and I were looking forward to getting away for a few relaxing days of vacation and after reading through the reviews and ratings on TtripAdvisor booked 5 nights at the Sando's Cancun Luxury Experience Resort, ranked #2 in Cancun for luxury hotels. We did get our relaxation but calling the hotel Luxury was a stretch and I can't imagine how it was ranked #2. The staff was friendly, but there were not too many of them. Waits for coffee refills at breakfast or dinner service were not what i would describe as to drawer. Food in general was OK but again not what I would have expected from the #2 luxury hotel in a major vacation destination. There was a Japanese restaurant which really was standard fare hibachi and when they brought out "sushi" I am not certain there was any fish. The two dinner restaurants actually served the same menu (just with different platings) and in 5 nights we saw the same menu on at least two of them. Wine selections were minimal and only from some vinyard I was not familiar (the in room brochure provides a much more sophisticated set of wine offerings but they did not match the reality).

Speaking of rooms, again not even close to luxury. Our first room had a balcony but no chairs to sit on outside. It was cool in the room and the heat did not work. Also, there was no bath tub to soak in. We ended up requesting to change rooms. The new one was on the south side of the building so was not so cold and did have some warn out deck chairs for the balcony. Overall room was clean and acceptable but not even up to the standard I get at a Courtyard Marriott let alone a top luxury resort.

Lastly, the other hotel amenities...pool and tennis. The pool was lovely to look at. nicely designed but the water was frigid and thus it went almost unused. also, there was no hot tub on the property to soak in and warm up. The property has two sad and warn out tennis courts. They are the fake grass type and the astro turf at the center baseline on both is warn out, ripped up and a serious safety risk. We tried playing for a bit but had to play either in front of or behind the holes and be careful not to trip and hurt ourselves. Again, not 5 star luxury stuff.

Drinks at the bar were all basically pre-mixed. Mohito's and caipirinha's were from syrups and mixeds...nothing truly fresh made.

In the end we did have the relaxing vacation we wanted. We came in with high hopes after reading the glowing Tripadvisor reviews and seeing the #2 ranking. Sando's is an OK place if your expectations are appropriately set but if you are looking for luxury, this is not it.

  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Resort, responded to this review, December 6, 2012
Dear Guest,

Thank you for sharing your feedback with us, we truly appreciate the constructive criticism as this encourages us to keep on improving our services and facilities. We are thankful with our guests that due to the great service and experience they have lived at Sandos Cancún we have such a high ranking.

I sincerely apologize if we could not reach your expectations. We are very sorry to know that maybe we could have a misunderstanding with the facilities like with the pools, we have 3 heated pools that goes from a warm temperature to the coolest one on the lowest floor of the area. In one of our pools we have in the middle of it there is an hydro massage tub which warms up the whole pool, we also have two three other hot tubs at Spa del Mar, one in the men’s locker rooms, one in the women’s side and another one on a shared area.

At the Zango Restaurant we have a wine cellar with a large variety of more than 120 labels plus the wine of the house, this wines can be served by cup or purchased by bottle. All of the drinks are prepared with top shelf liquor of recognized brands.

It would be an honor to welcome you back at Sandos to this time reach and surpass your standards and live a Luxury Experience.

Kind regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

2,553 reviews from our community

Traveler rating
    1,575
    566
    242
    99
    71
See reviews for
498
1,235
57
51
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    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 (503)
Date | Rating
  • Chinese (Simplified) first
  • Danish first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
2 reviews
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed November 26, 2012

My first TripAdvisor review. We found an excellet deal via LuxuryLink that made the weeklong all-inclusive stay an excellent value.

What distinguishes this resort is the level of service (everyone is very friendly and happy to serve) and the quality of the food. For an all-inclusive you get excellent meals. The clientele is upper middle class with mostly couples or families (however we did see a few singles who seemed to prefer a solitary stay).

The staff is a pleasure to meet. We personally wish to single out Jesus Apolo and Ephraim in the restaurants, Alfonso and Ricardo in entertainment (they have more energy than anyone we know, from morning until night, and great spirits), Margarita in the spa (very warm), and the bartender at Bar One whose name I sadly don't recall (but he was very, very kind). In general, people seem to believe in keeping the hotel guests happy.

There is also a nice gym. The spa proces are expensive but a 2-for-1 promotion offered once a week is a good value. The beach sand is soft (softer than Secrets next door) and there is ample space for lying out. The beach beds that swing are wonderful (we saw neighboring hotel guests try to use them but they were kindly turned away).

The weaknesses are that extra activities such as spa or motorized water sports (or even tours offered at the hospitality desk) are quite expensive. As a result we felt discouraged to do much more than what was in the all-inclusie package. Also, at night it was mostly quiet -- there are activities but overall it's not a late-night type of hotel. The shade from Secrets does cover the pool area but the beach is sunny until evening (and we noticed the hotel next door has it worse -- Secrets covers their pool and beach area very early).

All in all The value for your money and the congenial staff make this a lovely place to stay. The luxury link package allowed it to be even more affordable!

  • Stayed November 2012
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 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.
Web Relations C, General Manager at Sandos Cancun Luxury Resort, responded to this review, November 27, 2012
Dear Guest,

Please let me thank you for staying at Sandos Cancún. We are very glad to know that your first experience in an All Inlcusive was pleasant for you, we changed that concept for a Total Gourmet Experience, here at Sandos every dish we serve carries our heart and dedication.

All of our guests truly enjoy our swinging beds on the beach, a luxurious way to spend the day on the beach and relaxing looking to the beautiful Caribbean Sea while you drink your favorite cocktail. On behalf of Sandos staff we appreciate your kind comments this keeps us motivated to work harder and harder to make every guests stay a Luxury Experience.

We hope to meet you again at Sandos Cancún, it will be our pleasure to attend you once more.

Kind regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
19 reviews 19 reviews
6 hotel reviews
Reviews in 9 cities Reviews in 9 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed November 25, 2012

The staff was excellent and very attentive thanks to Anibal Jesus, Ignacio (the Chef), Wilbert, Barbara, Ms. Martinez. We enjoyed the stay. The breakfast was great. You can request almost anything and they will provide it for you. The resort was nicely renovated. There are some signs of age. Housekeeping did an excellent job of maintaining the cleanliness. One our first afternoon, there was a band from Jamaica performing covers. They were by far the best entertainment available. If you stay at this resort be sure to read the daily scroll that is placed in the room. It contains important information (ie freebies). One day they offered free reflexology class ( this consisted of a mini- reflexology session). : -) The fitness center has great equipment with an even better view. The ac works fabulous. Enjoy!!!!

  • Stayed November 2012, traveled with friends
    • 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 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 Resort, responded to this review, November 26, 2012
Dear Guest,

On behalf of all the staff of Sandos Cancún, we would like to thank you for your visit and your feedback for our service, this comments are very motivating for us.

We are very glad to know that you could enjoy the jamiacan band as well to take advantage of the Luxury Moments and Experiences created specially for you like the Reflexology class, daily treatments at the Spa and the Spa Luxury Experience consisting on a mini demo of the Spa services and treatments.

It will be our pleasure to welcome you back at Sandos Cancún for another luxury vacations.

Kind regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Farnham, United Kingdom
Reviewer
5 reviews 5 reviews
Reviews in 4 cities Reviews in 4 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed November 24, 2012

I enjoyed my stay here, the food was really good and the staff were great fun and very attentive. They have good brands of booze available as part of the all inclusive and I particularly liked the cocktail bar. The only downside is most of the pools are in shade in the afternoon, but then you can just wander down to the beach to get sun and the staff still give you attention there. The beach is nice and the water lovely and warm. Great place!

  • Stayed October 2012, traveled as a couple
    • 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 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 Resort, responded to this review, November 26, 2012
Dear Guest,

Thank you for choosing Sandos Cancún. We are very glad to know that you could enjoy of our top shelf liquor selection with your favorite cocktail as we have a large variety of cocktails and creative barmans that can make a special one for you. Here at Sandos we will make the possible in our hands to make you have a memorable holidays.

We hope to see you again at Sandos Cancún for another Luxury Experience.

Best regards!
Maritna Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Boston, Massachusetts
Contributor
11 reviews 11 reviews
10 hotel reviews
Reviews in 9 cities Reviews in 9 cities
22 helpful votes 22 helpful votes
5 of 5 stars Reviewed November 24, 2012

Spent six nights at the resort in a Sandos suite. I gave the resort five stars since I really enjoyed the suite, and the service level from most staff members exceeded my expectations. Laura (concierge), Antonio (waiter), and Victoria (front desk) stood out among the staff members. I will try not to rehash items mentioned in prior reviews, but focus on some things that may not have been mentioned in other reviews.

Rooms - very nice with marble floors and large marble bathrooms. You can tell the hotel when originally built was aimed at a very high end clientele. The hallways are also beautiful with all marble floors. The rooms do have some items that need to be updated such as 20 year old blow dryers, broken locks on the sliding doors etc. The hotel manager told me that the plan is to do some renovations to the rooms in the future. We had one of the few Sandos Suites with two full bathrooms. The hotel staff does an excellent job keeping the rooms spotless.

Public areas - we were surprised at how compact the hotel is compared to other resorts in Cancun. When you arrive the lobby area is smaller than expected. The hotel appears to have just finished renovations to the lobby, bar, and restaurants and the results are very nice. The Seasons restaurant is really a beautiful dining area. The pool area is also relatively compact. You can get anywhere in the resort in a few minutes, which is nice.

Clientele - there were a number of families with small children while we were there. This was different than the experience of others that reviewed the hotel.

Entertainment - we were surprised that the hotel offered entertainment options on most nights. There was a latin musical/dance show which had around twenty performers, fire show, Brazilian traditional music, rock band and other various entertainment. The hotel gives each guest a schedule of events and food offerings with the turn down service. The schedule is not always accurate so you may want to double check with the front desk.

Secrets resort next door - the resort puts one pool in complete shade and the other two pools are in the shade by early afternoon. There is also a wind affect from the massive high rise.

Gym - best gym I have ever seen in a hotel.

Beach - hotel has a nice wide beach. They have a three man activities team on the beach so there are volleyball games, soccer games etc. on the beach which may interfere with people looking to just enjoy a serene day on the beach. For some reason the hotel packs all the beach umbrellas in a very small area which can be a problem if you are surrounded by smokers.

In summary, this is a very nice boutique hotel with excellent service and above average dining. It looks like the experience will only get better in the future.

Room Tip: Request a high floor close to the beach on the side that faces away from Secrets.
See more room tips
  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 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 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 Resort, responded to this review, November 27, 2012
Dear Guest,

Thank you for choosing Sandos Cancún and letting us know through this site your experience with us.

It is always a pleasure to know that due to our service we could exceed our guests expectations to create them a Luxury Experience during your vacations.
Sandos is a beautiful property with high end facilities, all of our rooms are completely marble, including the bathrooms.

We appreciate you to point the beach accommodation, we wil take into consideration, this comments are truly important for us and we take care of them, like the Entertainment that we have now much more to offer to our guests.

We would feel more than glad to welcome you again to Sandos Cancún in a near future.

Best regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Battle Creek, Michigan, United States
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed November 24, 2012

We just arrived home and we are already missing the AMAZING service AND food from this resort. We had been staying down in Playa Car's Sandos when we learned about this resort in Cancun. We are Royal Elite members within the Sandos hotels....and so we asked if we could move. We had to pay more...but is was SO worth it! The food and drinks were amazing, the pools are gorgeous, the hotel staff went above and beyond making sure that we (there were 9 of us in our family) were taken care of. Special thanks to Carlos who brought in incredible bands to play down by the pool, or at night time in the lounge after dinner. The Japanese restaurant was one of the best we've ever eaten at. It was so good we went twice! The second night we were there they served a lobster/filet mignon/fresh shrimp and seafood buffet. We had all thought we had died and went to Heaven! Jesus (name of person server) was the person who had recommended it to us from the night before when we were in the Japanese restaurant. During the day we lounged in the swinging beds by the water, watched our kids play volleyball (19 and 18...they brought friends too) body surf in the water and do whatever activity the entertainment guys from the resort had planned. Alfonso and Ricardo (entertainment guys) and the others were the icing on the cake. They did such a great job getting kids of all ages,and adults to have fun. The serving staff down by the beach was the best we've ever experienced. They would bring coffee service to you, or fill canisters up with bottled water and ice, or bring you the BEST flank steak (juicy and flavorful) along with your caesar salad to your for lunch. The rooms were beautiful...we had 4 rooms. All had breathtaking views. The boys used the exercise rooms and were impressed. Our welcome baskets were top notch...We were welcomed with a bottle of champagne...fruit and nuts. Candy bars, chips, tequila, cut up fresh limes, and salt....what more could you ask for when coming into cancun :)
We look forward to going back!

  • Stayed November 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 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 Resort, responded to this review, November 26, 2012
Dear Guest,

Thank you for your preference to Sandos Hotels & Resorts. Being a Royal Elite member brings additional benefits in all of our Resorts.

We are very glad to know that this visit to Sandos Cancún was woth it for you and you could enjoy of our beautiful facilities and you had a fun vacations due to our Entertainment activities oriented for all ages. Fortunately we have a great staff working hard for you to have a Luxury Experience during your stay with us like the detailed and impeccable cleanlinees by our housekeeping department doing cleaning service on the day and the night courtesy every evening.

Do not hesitate to come back to your home in Cancún, Sandos.

Warm regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fremont, California
1 review
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed November 22, 2012

Went there with my girlfriend for her birthday in October. Lobby is not very surprising and not as luxury as seen online. However the pool area and service was excellent! Special thanks to Jesus (night time server) who is very friendly and gave us guidence on where to go.

However the tour booking agent at the lobby is sneaky about the pricing. DO NOT book through them otherwise you will end up paying more, which I did... It is fast and convenience though if price is not your main concern.

Overall pretty good and enjoyed ourselves for the trip!!

  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 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, General Manager at Sandos Cancun Luxury Resort, responded to this review, November 24, 2012
Dear Guest,

Thank you for staying at Sandos Cancún. We are very glad to know that you enjoyed of our infinity pools and service provided around the pool and beach.

We appreciate your suggestions for further guests. We have representatives of Tour Operators providing different options for tours in order to make it easier and convenient for our guests.

We hope to see you back at Sandos Cancún.

Best regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Prices are for 1 room, 2 adults
Price Your Stay

Been to Sandos Cancun Luxury Resort? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Sandos Cancun Luxury 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 Fitness Center with Gym / Workout Room Free Breakfast Free Parking Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #24 of 179 Hotels in Cancun
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Sandos Cancun Luxury 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 
Reservation Options:
TripAdvisor is proud to partner with Orbitz, BookIt.com, Booking.com, Caribbean Online Mgt Corp., Agoda, Hotels.com, Despegar.com, Priceline, Expedia, HotelTravel.com and Jetsetter so you can book your Sandos Cancun Luxury Resort reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.

Owners: What's your side of the story?

If you own or manage Sandos Cancun Luxury Resort, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.