From the friendly, helpful staff at the check-in, to the helpful bell boy at departure. This is a dream vacation spot. The staff goes out of it's way to make your stay as positive as possible. The food is EXCELLENT. The rooms spacious and very clean. The beach is loaded with chairs and very clean. I can't say enough about the awesome resort.

I was in this hotel about 4 years ago after many vacations on the caribbean I'm going back in a week and cant wait. The facilities are great, the service is great, the food is great and Playacar is a must if you go to Playa del Carmen. Also this hotel is the last one in the Playacar area so you are next to the virgin forest.

Wow. We stayed here in 2005 and it was an incredible resort. In 2012 not so much. My husband and I went with another couple and all four of us were disappointed. First the rooms, the smell of mold is terrible, it was bad in our room, so bad in our friends room they moved rooms and the second room they were in was not a lot better. The shower/bathroom situation was just not well planned, no amount of caulking seems to stop the showers from leaking, either into the bathroom or into the toilet area. The lighting in the bathroom is horrific, if ladies want to do any makeup, beware you will probably come out looking like a clown. Bed were terribly hard and the topper they sent to our room was pretty much useless. Pillows are hard and we requested softer ones, two requests later, some real chap foam pillows were sent to our room.
The food was edible, buffet nothing special. We were told we could make reservations for the ala carte restaurant between 7:00a.m. and 3:30 same day, wrong. You need to make reservations for them the day before during those hours and the earlier the better. I was on hold to make a reservation for the mediterranean restaurant for about 45minutes and then just set forget it and we went into town the following night for a wonderful meal. I did not pay the all inclusive prices to go eat in town. We tried the Mexican restaurant one night as you do not need reservations for this one, it was awful. We usually tip really well, but service and food was so bad we walked out in the middle of our meal.
Unfortunately this will be our last time at Sandos, they are spending a lot of time and money to add more to the resort, yet they need to spend some money fixing the rooms they already have. They were only 70% full yet the amount of people was overwhelming you could barely get a seat at the show or in the courtyard for the entertainment.
I was really sad that I brought my best friend and her husband for their first experience of the Riviera Maya and an all inclusive resort.

We stayed for one week at this wonderful hotel and will come back when there's a chance. Mostly would like to note very friendly staff, there was impression that everyone knows what to do and it is all very well managed. Very clean too, in rooms, the territory overall. A lot of activities offered, good animation team..good choice of food! Thanks for this experience to Sandos.