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“A mini Fontainebleau - a true hidden jewel 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 #22 of 177 Hotels in Cancun
Canada
Top Contributor
134 reviews 134 reviews
32 hotel reviews
Reviews in 55 cities Reviews in 55 cities
54 helpful votes 54 helpful votes
“A mini Fontainebleau - a true hidden jewel in Cancun!”
5 of 5 stars Reviewed August 10, 2013

There is so much to say about this resort!!!

Wonderful! Amazing! A true 5 stars! We are a family of 5 (17, 14 and 10 years old kids). We do enjoy good food and luxury when we travel… First: don’t base your decision on the web site – it simply doesn’t do justice to the resort and amenities!

From the moment you come in (greeted with red roses (ladies), fresh face cloth and a glass of champagne) to when you leave; this resort is a true hidden jewel in Cancun. I can only compare it to a “mini” Fontainebleau (Miami Beach).

Very small resort (214 rooms, some 20 suites), 3 infinity pools, and several restaurants – a perfect place to relax, swim and slow your pace (not a party place or continuous entertainment). There is a good dose of entertainment during the day (water exercise, pool volley ball and water volleyball) with Alphonso who is awesome! The pool cabanas (included if you book a suite) and the beach ones are wonderful! No card for the towels, change when needed – really no fuss and great service.
Drink and food ….. WOW! The Season restaurant (dress code, no flip-flops …) is a true 5 Star restaurant. (For cruisers: better than the restaurants where you pay the extra fees). Beef imported from Argentina, wine is not diluted – the fish is to die for! Jorge our waiter made our evening unique every visit!!! The Japanese restaurant – you go once for the experience… Breakfast buffet – incredible!!!! There is nothing missing!!! Stunning décor, fresh fruits beautifully presented, champagne for mimosa, and the list goes on! Good luck trying to lose weight!
You mini-fridge (in the room) is also garnished with bottles water, beer and soft drinks and M&M – included! Rooms all have a partial view of the sea and/or the canal. Super clean; the towels were changed twice a day. Room service is also available (great for teenage boys who can eat 8 meals a day!) Another positive point: we had a room next to the elevator and never head a single voice / door slamming or elevator noises (you just don't hear your neighbors!)

The entertainment was beyond our expectations! We had a Mexican Fiesta (food outdoors) with a dance show and music! Super!!! A champagne party hosted in the penthouse (hors d’oeuvre, champagne, open bar) with drummers (incredible), a disco and more! Sandoz gave away over 10 bottles of Tequila, Champagne, 2 massages (I won one!), and 1, 2 and a 4 night stay! It was simply a wonderful party! We also had a lobster dinner (as much as you want) serve by the pool / sea. Beautiful!

The spa was also gorgeous – looked and felt like a Haman or Spanish Castillo. Vivian my masseuse was incredible – she could have worked in any spa in the world! Not a giveaway price wise but well worth the money!
There is a kids club - it is more appropriate for younger kids (my 10 year old borrowed sand tows but did not stay there).

We went during the turtle season: incredible to watch the turtles lay their eggs and cover the nest (there are university students ensuring that the turtles are not bothered, picking up the eggs to relay them in a protected area). Great experience for the kids!

My only complaints: the service at lunch at the restaurant by the pool lacked in “organization” – sometimes slow; the staff seemed lost. It was the only time where the resort would have lost “stars”.

There is no shuttle from the airport – taxi for 5 to the airport was $ 100.00 and returning, $ 60.00 (cheaper is you are 4 or less).

Room Tip: Suites: if you can, upgrade to it (includes cabanas by the pool) and a complete kitchen (with kids...
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  • Stayed August 2013, 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
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2,277 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 (432)
Date | Rating
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  • Danish first
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  • French first
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English first
Mexico City, Mexico
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed August 10, 2013

it was a wonderful experience to stay at this hotel, the service the quality of the food.,!!!There are very good restaurants, fussion cusine and tepanyaki were my favorites, the buffet breakfast was delicious wonderful bread!!! the juice bar in the restaurant next to the pool was delicious!!! all the people that give me service they were very kind, specially Jonathan director of the hotel, people working at the pool, were very kind. The gym has excellent equipment , spa has great service even if you dont take any massage.I recommend to stay at Sandos!!!
I will love to travel soon!!

Room Tip: suite 702 was great!!! large and with a wonderful view to the laguna!!
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  • Stayed August 2013, 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dublin, Ireland
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed August 8, 2013

Myself and my daughter spent ten days in the Sandos, Cancun recently. We arrived late at night and check it was fine. Possibly due to it being around 12 midnight we were not greeted with a rose or champagne - after a long trip from Dublin, Ireland it would have been nice. Our room was fine but regret not looking for a possible upgrade to a room with a balcony. Disappointed that it took a phone call and visit to the concierge to get a hairdryer and robes delivered to the room. Pool area lovely. Beach even nicer. We enjoyed a fantastic massage and facial in the Spa - great service! Found table service in St Trop to be slow at times. Also never figured out why some days we were offered drinks by the pool/beach by the waiters without having to go to the bar at St Trop and other days the service was excellent......Ate in Zango, Seasons and the Japanese restaurant. All great but our favourtie was definitely Seasons. Booked a trip throught the guys in HotelExtras - very smooth and great service.
We had a great relaxing holiday and would definitely recommend staying in the Sandos.

Room Tip: If not allocated a room with a balcony I would suggest requesting one.
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  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Toronto, Canada
1 review
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed August 7, 2013

This was my first time in Cancun and suffice to say, I will be going back soon. 4 nights were not enough!

Resort: 10/10 - Great location and the Sandos beach section didnt seem to have as strong waves as other hotels and the grounds were immaculate. Oh yeah, the 3 inifinity pools overlooking each other with the last one steps away from the beach and maybe 50 meters from the ocean wasn't too shabby either. The gym is extremely new and is what you would expect at an elite $80-$100/month gym in North America.

Rooms: 10/10 - We had the Deluxe room with a partial ocean view and it was stunning. Room 418 gave us a great view of the ocean on the right side and a good view of the lagoon on the left. The cleaning staff came twice a day and our fridge was always stocked. There was a cleaning lady (Lorreinna was her name maybe?) that went the extra mile and hung up all of our dry clothes in the washroom for us. that was a great touch

Food: 8/10 - Breakfast was always fantastic and had a lot of choices (including an omelette station). Zango was great and Jesus did a great job always attentitively serving us. The Japanese steakhouse and Seasons were great at their presentation, but the actual food were better at Zango in my opinion. The drinks were a bit watered down, but if you asked for a double or a triple, it came out proper.

Staff: 9/10 - There were few staff members that stood out, 2 of which I mentioned before and the third being Lulu at concierge. She always had a big smile on her face and always would go out of her way to ensure your needs are met. Two knocks around the staff would be 1) the staff working the pool area could be more friendly and 2) more attentive. My girlfriend got the stomach flu in the middle of the night and when I called front desk to see if there is a doctor on the resort and we were told they could get one for $100 a visit. She refused to go see the doctor, so we just waited it out. I did not get offered any medicine (perhaps they didnt have any) or a follow up to see how she was doing. I'm not saying it was wrong of them, but from the service I had gotten up to that point, I thought they would have helped us in some way. Apart from these minor blemishes, the staff really tried to ensure that you had a great time.

Tips: 1) get a deluxe room above the 3rd floor so you have a great view of the ocean.
2) ask room service to bring you Sandos tequila (it is hands-down the best tequila I have ever had and I am a self-proclaimed tequila connoisseur.

  • Stayed August 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 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 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vancouver, Canada
Senior Reviewer
8 reviews 8 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed August 5, 2013

My wife and I decided on staying 10 days in late July 2013 in this smaller Cancun Hotel after reading many good Hotel reviews. We were very glad we did. Several good restaurants to choose from and the food was good to very good in all. All staff went out of their way to take care of us and their many other guests from what we observed. From the time we arrived until we left it was a special experience.

The good, all the food choices and daily variety, the restaurants Gaijin, St Trop and Zangos, the staff, our room/suite, the beach, did I say "the beach" and the variety of different exotic drinks to try, some with and some without alcohol.

Some things need some work or improving, more restaurant staff required in the evenings in Zango's restaurant. If this is going to be a luxury experience as advertised more staff are needed, and also more servers required and earlier in the day at the beach, 11:30 AM to order anything on the beach is not very good. For what guests pay the staffing is not an area to be cutting costs in to improve Hotel bottom line costs.

More staff supervision and direction is needed at times at St Trop, Zango's and in Seasons restaurant. One night in Seasons my wife and I received our dinner but had no cutlery to eat with and the waiter's forgot about our wine and in general seemed to have forgotten about us. Not very good for what was billed as a high end restaurant in the Hotel. We did not go back. Imagine going there and celebrating a special occasion and then being pretty much ignored after that first hello and greeting and order taking.

More Mexican food choices would be a plus. I was a little disapointed at the very limited food choices available on mexican night/day in Zangos.' We have been to Mexico several times in the past and this was the most limited Mexican food we had experienced.

St Trop restaurant had some very good food for an outdoor/beach eating venue.

A change of decor in Zango's and in Bar One would go along way in helping to make this hotel look first class. Mismatched decor and colors abound.

As a suggestion Bar One might have a variety of recorded music being played at different times in each day. Their Tv shows video and musicians/singers but no sound, might be better with the sound on.Or for example, an hour of 60's music, an hour of international music, etc. Not a very upbeat place to go to for an hour or two with someone in the day time.The night time recorded music was pretty good though.

If you are going to note special things/events as part of your daily schedules please make sure that they actually occur. My wife and I attended a couple of these and nothing indicating they were not going to be held or were cancelled but they simply did not take place.

Special thanks to all the very hard working professional and dedicated workers and in particular, Alfredo - Door Man/Bell Man, Norma in Concierge who went the extra mile for us, and to Carmen in activities, Lulu in sales/promotion, Zango's great waiters who were all very professional - Jesus, Arturo, Alexsandry, and a very excellent and patient waitress Lucia. Also, thank you to Marcos in house keeping who took great care of our room/suite and thanks to Alejandro on front desk and Alejandro who looked after pool and beach cabana's daily for us. There are many other super dedicated workers there who I have not noted here as I could not remember all of their names. Each person I have noted and the others not named all made our holiday and 37th aniversary a very positive experience. We had a great time and came home very relaxed.

Although I have some limited concerns or suggestions I would highly recommend this Hotel for your stay in Cancun if you are looking to be spoiled and want to enjoy good food, great customer service overall and a smaller more intimate quieter Cancun experience. Thank you, John H.- Vancouver, Canada

Room Tip: Rooms away from the pool side of the hotel are quieter.
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  • Stayed July 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
    • 4 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.
2 reviews
4 of 5 stars Reviewed August 3, 2013 via mobile

We loved coming here and seeing the beautiful beaches. We enjoyed the Japanese steakhouse, Seasons, Zango, St Trop, Bar One. The only thing I have to complain about is their should have been more umbrellas for the beach and pool areas. That and the hamburgers could be cooked better but other than that it was a great week. We really loved the Lobster night and the Champagne party in the Penthouse!! It was really great time and we loved it.

  • Stayed July 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Uncasville, Connecticut
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed July 31, 2013

We just came from a fabulous vacation in Cancun, we stayed at Sandos, and it was a wonderful experience. The staff was very attentive and nice. The food and drinks were delicious, the breakfast buffet and the japanese restaurant are a gourmet experience. The spa and gym are nice, the pool area is good, and the most beautiful beach we have ever seen. We want to say thank you to Nancy, the hair stylist, who did a amazing job, Salvador, by the pool, because of his friendly personality making us feel comfortable, and Carolina, at the Zango restaurant, Thanks to all of you for a great vacation!

  • Stayed July 2013, 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.
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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 #22 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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