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“Top Notch Service!” 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 #21 of 177 Hotels in Cancun
Chicago, Illinois
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
“Top Notch Service!”
5 of 5 stars Reviewed January 28, 2013

We just spent 5 nights, 4 days at Sandos Cancun and we had a great experience. The service here was excellent. We ate at every restaurant and had great waiters at each. The service by the pool was also top notch, especially Ivan, who we were fortunate to have 2 of our 4 days serving us at either the pool or beach. Also, our cook Erick at the Teppanyaki restaurant was funny, charming, and entertaining all while preparing a fantastic meal! We worked out a couple of days the gym was very nice and had every machine you would need.

What really made this visit go from very good to excellent was the exceptional, above and beyond service for friends of ours who weren't even guests of the hotel. We had two friends come meet us for drinks one night in the lounge (a great chill spot by the way). They stayed for a couple of drinks and took a cab back to their hotel. We found out via facebook that our friend had lost her cell phone. We informed the staff, who searched the entire hotel and found nothing. They then dug up security footage from the night before, found the cab's license plate that drove our friends to their hotel, called the cab company and they actually had our friends phone! Our friends were able to retrieve their cell phone before returning to the States.

Stayed January 2013, 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, January 29, 2013
Dear Guest,

Please let me thank you for choosing Sandos Cancún and for taking the time to share your experience at Sandos.

We are delighted to know that your friends visiting the Hotel they could experience our great service and true care for our guests. We truly appreciate your words and comments for our staff, this motivates us to keep working and giving our best to our guests.

We hope to welcome you again to Sandos Cancun for another great getaway.

Kind regards!
Martina Rodríguez
Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,225 reviews from our community

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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 (420)
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English first
Milwaukee WI
1 review
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed January 28, 2013

I had a great experience at Sandos Cancun Luxury Experience Resort. The food was great and the entertainers were so engaging. All the staff were accomodating and very kind. My favorite staff were entertainers Ricardo, Alfonso, and Mauricio, the waiters Joe and Casanova, as well as the pool staff Elias. The spa was nice and I was able to enjoy a massage as well. The only downside was the hotels being so close together and losing the sun at the upper pools early in the afternoon.

Room Tip: The higher numbers are closer to the ocean views in the hotel.
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  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 4 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 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, January 29, 2013
Dear Guest,

First of all, I would like to thank you for sharing your great experience at Sandos Cancún.

We are very glad to know that our staff contributed to make your stay at Sandos more comfortable and pleasant, as well that we could pamper you at Spa del Mar.

We will be more than glad to welcome you again at Sandos Cancún for another relaxing stay.

Best regards!
Martina Rodríguez
Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Ontario, Canada
1 review
5 of 5 stars Reviewed January 28, 2013

we stayed at Sandos for a week in Dec 2012, My husband, 14 months old and I. This hotel had amazing staff. I was super pleased with the service. Anything you asked for, even if not on the menu, it was delivered. Food was great, actually better than great!!! We have nothing bad to say at all, no complaints. We were so overwhelmed with friendly, professional, welcoming entertainers, waiters, reception....they all went out of their way to provide you with comfort, joy and pleasure. I usually say that I would not go to the same hotel twice, since there are some many places to see, but this place, I'm looking to book in couple of months.

I would most defiantly recommend this hotel to my family and friends.

P.S. we actually really liked that they serve beer in cans every time, which means, not watered down.

  • Stayed December 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
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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, February 7, 2013
Dear Guest,

Thank you for choosing Sandos Cancún and for sharing your feedback with the Trip Advisor travelers.

It is a true pleasure to know that you had an amazing vacation with us. Our beverage selection includes top shelf liquor available in all of our bars for cocktails and drinks, beers and soft drinks are served in cans and we also provide bottled water, so you can be sure that you are getting the best without skimping.

It is an honor for us to have your recommendation; it will be our pleasure 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.
south of Boston, MA
Contributor
18 reviews 18 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
29 helpful votes 29 helpful votes
3 of 5 stars Reviewed January 28, 2013 via mobile

Ok, lets start with the positive, as I am NOT the type of person who likes to come home from vacation and complain.

The best thing about this hotel was waking up to the best waiter in the world, Irving. If you have already booked this hotel, find him in the buffet restaurant and he will put a smile on your face. He gave me endless mimosas and laughs each morning. Irving should be teaching the whole staff on how to be and maybe this place would be a lot better! I'm serious! Thank you Irving!!

Another pro is that it's pretty close to the airport. It's kinda sad that I'm sitting here scratching my head for pros....

Cons: Paid for deluxe balcony room. Overbooked and they put us in a small room without telling us first they were overbooked. Front desk is clueless like others have mentioned. It is like they are on auto record with things to say, and should a problem arise all you get is a blank stare. They tried to blame US since we booked the room through Expedia!! After a struggle (who the Hell wants to argue on vaca?? Not me!!) they said they would put us in a balcony room next day. After the inconvienience of having to repack in the am, I must have left a very expensive bikini bottom in old hotel room. Rest of trip was spent trying to get an answer from front desk on how housekeeping could be reached. It was never turned in. Obviously I didn't just leave my bikini bottom anywhere BUT the hotel room. Very disappointing.

Other cons: pool is totally shaded by early afternoon. No swim up bar. Pay extra for the cabana lounges? Well you still better be up and down at beach to "claim" your cabana.

Restaurants: Japanese by reservation only. Tried twice in late afternoon to make reservation and couldn't get in at all. Other options, gross buffet or a restaurant that has 5 options on menu. Beach snack food was OK, then I ordered fish of the day which must have been from the day of the year prior because it stunk to high heavens.

We left the hotel for dinner two out of four nights because we didnt want to sulk around.Kinda sucky after paying 3300 for all inclusive don't you think ?

I love Cancun, but there isn't a shot I would be staying here again. I can't believe it was rated #2 on trip advisor when we booked.

  • Stayed December 2012
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 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.
London
Contributor
16 reviews 16 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
32 helpful votes 32 helpful votes
5 of 5 stars Reviewed January 28, 2013

My husband and I have just returned from spending 10 nights in Cancun, we spent 4 days in Sun Palace then moved to Sandos for the remaining 6 days, and we're extremely glad we did. Sandos was great, we really didn't want to leave!

We were greeted with a glass of champagne and a beautiful rose. We arrived early so our room wasn't ready, this wasn't a problem as we were allowed to use the resort for lunch until our room was prepared. As we were celebrating our wedding anniversary we were given one of the nicer rooms (516) which had a huge bed, and a sepearte dining and living area, like a suite, it was very spacious and clean. Our large balcony looked over the ocean as well as the city, so we coiuld see the sunrise and sunset.

We had contacted the resort in advance as we are vegetarian and were quite worried as this seems to be a problem in many all inc. resorts. Alele was very helpful in ensuring that the staff new we were vegetarian prior to us dining there, they were very organised, we didn't feel a burden as we have done preivously at other all inc. resorts. There are 3 main restaurants: Zangos, where we had breakfast - a buffet, provides the usual, fruit, cereal, toast etc. We had lunch once at Zangos where they provided a separate vegetarian menu, very accomodating!
Season's - the posh one of the 3, quite formal, the chef made a sepaicl effort to provide a veg meal and foten came out to greet us asking if the food was to our standard. Gaijjan- the teppanyakki restaurant. this was our favourite, very entertaining! our chef was amazing, unfortunately I can't remember his name, his tricks were great, he had us cheering and laughing throughout our dinner, quite an experience and definately recommemnded!

We had lunch at the beach restaurant, St Trop which was great, in front of the beach. Casanova was particularly friendly, very attentive, by the end of our trip he remembered our orders and new what we liked! He kept the drinks coming while at lunch. On the beach we used to use the Cabanas and the sun beds, there were enough for everyone so you did not feeltyou had to make the earling mornign rush to reserve a bed. On the beach, Flore kept the drinks flowing and as very helpful.

The main bar is called Bar One, beautifully decorated, very modern. the drinks were yummy, all made with branded alcohol, there was a young guy who made awesome cocktails. the evening entertainment was held here. the evening entertainment was good, a range of musicians, kareoke night, casino night etc. It was also where we ended up spending rainy days playing chess, cards etc with the entertainment staff who kept us occupied very well on the dull days. They also have a veranda at the back of Bar One where they have high tea daily from 5-6pm, we went once for tea, it was nice to do something different, not really ike the typical high tea we have here in London.They also have hammocks here which were useful when it rained.

Our days were mainly spent lounging on the beach, we must mention the awesome, fantastic, fabulous,wonderful cheeky entertainment staff who made our stay at Sandos extra fun- Mauricio, Ricardo and Alfonso ~(Poncho!!!). You guys are great, a real big credit to the sandos hotel. They led activities throughout the day, gentle stretching session on the beach, aqua aerobics, daily cooking sessions alongside chefs at St Trops. They were full of energy, kept my husband very entertained with ping pong, beach volley ball, football etc. Our Sandos experience wouldn't have been the same without them. They also accompanied us to Daddy O's the club so we were looked after well. Mauricio, Ricardo, Alfonso and Alele really made our holiday! Elias was also full of energy and wonderful to be around, he helped us with our beds and towels, thanks to him also for entertaining us before going on his vacation, we missed you after you left!

Sandos have been truly amazing, particularly as it was our anniversary, we had a special meal on the veranda outside Season's which was a lovely surprise. Our waiter Leonardo was great, his kahlua and brandy coffee presentation was impressive! Leonardo was great throughout the trip, thank you Leonardo! We would also like to thank the concierges Fabien and Ithiel who arrnaged the private dinner and were also very attentive throughout our stay at Sandos.

My husband used the resort Spa, he thought it was very good but quite expensive, even with their deals and offers. The gym was well equiped, better than usual. We booked our snorkelling trip with the guys at the pool. we had to go to Aqua world nearby and catch the boat to the marina for snorkelling. Unfortunately the weather wasn't great the day we decided to go so we couldn't see the colours of the fish so well.

Those are the good poitns, now for the improvements:

The resort credits a pretty are pretty much useless (compared to Sun Palace). We were given $400, $100 of which we were allowed to use on the spa but only $20 per pseron per day hence not really worth it, you couldn't use the credits on any offers either, the full price treatments were quite dear! The sauna and steam rooms were limited to Premium guests only, 'normal' guest had to pay extra to utilise theses services, although they kindly allowed us to use the service as we were celebrating our anniversary.

Another personal dissappointment was on the last day when we asked for a late check our flight wa slate in the evening and we had arranged for our transport to collect us at 3pm, check out time was 12pm. on enquiring about late check out we were told our room needs to be prepared for other guests due to arrive as we were leaving which was fine, when I asked if there were any other rooms available for us to use temporarily we were told that they didn't have any, this was obviously not true as the hotel was probably at 50% capacity during our stay - quite dissappointing! they did however let us use the spa to shower and get ready prior to our journey home while the bell boys stored our luggage for later, just a little inconvenient, it would have been nice to get ready in comfort instead of packing last min things in the hotel lobby!

Aside from those last two points, our stay at Sandos had been memorable and fun ans we would definately recommend it to others. We never return to the same resort twice but would seriously consider it if returning to Cancun in the future.

Missing the staff, the beach and the sun incredibly! :)

Room Tip: 516 was a lovely room! extra spacious compared to others with a large balcony, one of the few rooms...
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  • Stayed January 2013, traveled as a couple
    • 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 Experience Resort, responded to this review, February 22, 2013
Dear Guest,

Thank you so much for choosing Sandos Cancún, it has been a true pleasure to welcome you on your vacations.

We are very pleased to know that you had assistance in advance contacting the Hotel and at the moment that you arrived to the hotel it was everything settled for you, here at Sandos Cancún we do not skimp when satisfying our guest’s needs.

Thank you for your kind and wonderful words for our staff, we take pride for them as we know their hard work and true vocation to service to make our guests live a real Luxury Experience at Sandos.

Please accept my apologies for the inconvenient you experienced on your check out, we will take actions to ensure that this won’t be repeated and always provide you the best option for you.

We appreciate your recommendation and we would feel very honored to welcome you back for a future vacations.

Warm regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Richmond, Virginia
Contributor
17 reviews 17 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
33 helpful votes 33 helpful votes
5 of 5 stars Reviewed January 26, 2013

We just spent a long weekend at Sandos Cancun and it was truly a wonderful experience from beginning to end. We were greeted with a glass of champagne and warm wash cloths to clean our hands and face. Osiriz greeted us at the front desk and helped us many times throughout our stay. Our concierge Luis was helpful with information and didn't give the push too hard for the sales pitch, which can be annoying with some places. This resort is beautiful. We had a balcony room with a King bed. Housekeeping was wonderful. The breakfast buffet is huge with everything you could imagine. They're very generous with high end alcohol brands, and although we didn't have a need for it, there were some groups of people where the restaurant staff would bring a whole bottle of grey goose to the table for the them to use for screwdrivers or bloody marys. The only buffet is breakfast. The remaining meals are at St. Trop the outside restaurant/bar; Seasons, Zanga, and Ganjuin the inside restaurants. We really liked all of these choices. Lots of variety, but our favorite meal was through room service which is also included. Even though it wasn't on the menu, we asked and they brought us two excellent rib-eye steak dinners with wine and dessert. Really nothing negative to say about this resort. I recommend you go to the beach early in the morning to get your spot with the lounge chairs and canopied mattress set up for the ideal beach day. There are only a limited number of these on the beach. We never had a problem getting one, but we were usually on the beach by 9:30, would hang out for a while and then went to breakfast a little later. If you don't care about this, there are plenty of lounge chairs on the beach and around the pool.

  • Stayed January 2013, traveled as a couple
    • 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
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, January 28, 2013
Dear Guest,

Thank you for choosing Sandos Cancún, we truly appreciate you to share your Luxury Experience at Sandos.

We are very pleased to know that from the moment you came into the Hotel you were greeted to make you feel welcome. It is good to know that our staff was helpful and always eager to give a positive to our guests requests, like it was with your room service order. Here at Sandos we do not skimp providing top shelf liquor selection in all of our bars and restaurants.

We hope to have the pleasure to welcome you again for another great vacation 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.
Cardigan, Canada
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed January 25, 2013

This Hotel Experience was exceptional
My wife and I travelled for the first time to Cancun, the Sandos Resort in Cancun, I have travelled throughout the world and I must say this is a truly gem in Mexico, we were made to feel special and at home, The food was un beleivable and I am a 32year Executive Chef, I am very hard to impress and the Sandos Cancun did JUST THAT !!!!!!
The bartenders Monolo and Abdias were exceptional, remembering every drink before you order it, The Waiters in the Morning Restaurant, Irving/Caesar/Alexandry, and Especially Flor from the pool Bar, what a sweetheart, were without the best I have ever come across, we will always remember these guys and will be returning to this resort again because of these particular employees, The most friendly staff and hard working I have ever seen, I took a tour of the Kitchen with Chef and I have never seen such a clean Kitchen from ceiling to floor, the Kitchen staff also were professionally dressed and very clean, The entire resort was so clean it makes you wonder why anyone would travel any where else

Hats Off to the Entire Hotel from the the Check in with Hot towels and Champagne and the Trip back to the airport

We will be back


Executive Chef Maurice Vautour
The Cape Light Restaurant
Cardigan, Prince Edward Island
Canada

  • Stayed January 2013, traveled as a couple
    • 4 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 Experience Resort, responded to this review, February 7, 2013
Dear Chef Vautour,

Thank you for sharing such a wonderful review, your comments for our staff have really touched and motivated us.

It is a true honor to know that our Total Gourmet Experience could impress you, as you could see we work with the hygiene highest standards. The Sandos culinary offer is one of our strongholds, we pour our hearts and dedication into every dish of the menu.

On behalf of all the staff I would like to thank you once more for your words for us, we will be more than glad to welcome you again, here at your new home in Cancún.

Warm 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 #21 of 177 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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