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.
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