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Retorno Del Dey Km14 Mz 53 Lote 37-1 Zona Hotelera, Cancun 77500 Mexico
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Travel safe during COVID-19
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What you can expect during your stay
  • All linens sanitized in high-temperature wash
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitizer available to guests & staff
  • Stay-at-home policy for staff with symptoms
  • Regularly sanitized high-traffic areas
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Updated 07/02/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Sandos Cancun
Updated 07/02/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#44 of 270 in Cancun
Location
4.5
Cleanliness
4.6
Service
4.5
Value
4.2
Property amenities
Special diet menus
Gift shop
Room types
Ocean view
Good to know
HOTEL CLASS
HOTEL STYLE
Value
Charming

Location

Full view
83Good for walkers
Grade: 83 out of 100
27Restaurantswithin 0.3 miles
3Attractionswithin 0.3 miles
8090Reviews501Q+A100Room tips
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David S wrote a review Jun 20
1 contribution1 helpful vote
Service excellent. Show simply amazing. Would highly recommend We had a great time. Wait staff very attentive and made sure we were taken care of. Would definitely be back again. They put on a very good show.
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Date of stay: June 2022Trip type: Traveled
1 Helpful vote
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 5 days ago
Dear David,

 Thank you very much for your review, we are so happy to hear that the efforts and dedication of our staff made such a positive impact on your vacation. 

Our team is truly motivated and we love to know that our guests are having wonderful experiences. 

Your comments made us so happy and so proud to work in this little piece of Paradise.

Let us know as soon as you are ready to come back; our great team will be ready to exceed your expectations again. Sincerely, Nely Santana Web Relations Sandos Cancún
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DJL wrote a review Jun 20
10 contributions1 helpful vote
Wonderful show with the masquerade dinner. It was one thing after the other… the talent was excellent. I didn’t expect anything like quality like what I saw tonight. Highly, highly highly recommend this show.
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Date of stay: June 2022Trip type: Traveled
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 5 days ago
Dear Guest,

 On behalf of the Sandos Cancún, I thank you for commenting about the experiences lived while in our hotel. 

Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. 

 Kindest wishes, Nely Santana Web Relations Sandos Cancún
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Vickii M wrote a review Jun 18
Dorset, United Kingdom11 contributions2 helpful votes
+1
Sandos review .. Where to start.. my partner and I stayed in the Sandos for two weeks from 3rd June for my birthday and our anniversary. Having been to Cancun before and staying in another beautiful 4 star resort, we had extremely high expectations of staying in a 5 star TUI Platinum hotel! Upon arrival to reception, we were given our wristbands, told to pay a $25 beach cleaning tax and they wanted to hold a $250 USD charge on my credit card incase we trashed the room. We were then pointed in the direction of the lifts and that was it! No welcome drink or introduction to the resort, just processed and dismissed. We had been awake for 25 hours so were just looking forward to a bath and a good sleep. As we got into our room, you could immediately see that the room was very run down and dated.. it looked nothing like the pictures advertised on the TUI website. I began to run a bath to realise that there was no hot water, so that was that idea out of the window! We tried to switch off our TV to realise the remote did not work, so had to unplug the TV as it just lit up the room. We had no robes and slippers and only one coffee cup, the basic amenities they advertise.. As I’ve climbed into bed, I’ve then noticed what looks like a dried up vomit down the side of the bed! (See attached picture). I went down to the reception and made them aware of these issues, I was assured that someone would be up 10 minutes later to rectify the issues. Nobody ever came.. We reported these issues to the reception and concierge desks at least 7 times over the next few days and nothing was ever done about them.. including the vomit! Staff were very dismissive and you were treated like an inconvenience if you asked for basic things like milk in your coffee! I’m the end we just put up and shut up. The grounds of the hotel aren’t much better, the pools seem to always have a thick yellow/green scum around the edges and you don’t see them being cleaned very often. Now moving on to the food .. the buffet restaurant is just plain nasty. There is one hot plate that has about 12 random dishes on it - nothing that particularly goes together and it’s usually dried up and congealed. The breakfast in the buffet isn’t too bad, but it’s definitely no 5 star. The Japanese restaurant is pretty good, they put on a good show and the food is fresh. I also recommend the Italian restaurant, good portion sizes and good food. The staff in St Trop are probably the best part about the Sandos hotel. Vanessa the restaurant captain could not do enough for us during our stay, in fact she is the only reason I saw a doctor when I came down with food poisoning! So fast forward to Saturday 11th June, I’ve woke up in the early hours and have had to run to the toilet with bad diarrhoea. This got worse throughout the day and the nausea and stomach cramps soon followed. This continued to the following day when I got to the point where I was struggling to stay hydrated. Vanessa arranged with the concierge for a doctor to visit me. I paid around £130 to see the doctor and was prescribed antibiotics and painkillers for - doctors own words - a bad infection of gastroenteritis likely caused by bacteria in food. My partner also began to have diarrhoea and stomach cramps, as well as another girl we had made friends with in the hotel. One evening I got talking to another couple and it transpired that they had become sick the same day my partner and I had, with similar symptoms and they were still struggling. They had not left the resort either. I spoke to another guest whilst waiting for the hotel shop to open so I could buy some Imodium and he stated that he and his wife had also got sick .. on the exact same date. The number of guests that were coming down with food poisoning was definitely on the rise and the hotel paid for the affected guests to see a doctor and get their medication. Surely that is them admitting some sort of liability? Myself and a group of affected guests were due to meet with Marta the hotel manager, when we had Eduardo the concierge manager approach us to try and deal with the issue. He tried to tell us that it was not the hotel and none of us had the same symptoms or illnesses! He was incredibly rude and disrespectful. At one point when I challenged the fact that I had to pay to see a doctor yet everyone else saw one for free, he stood over me, trying to intimidate me and would not let me speak without him interrupting. When another guest tried to help me get my point across, Eduardo snapped at him and stated “you are not involved in this conversation!” We eventually saw Marta, who in fairness listened to us and took notes and promised to get back to us with her findings before we went home. Unfortunately she did not get back to us before we checked out, but promised she would email us with her findings - watch this space? Marta arranged for me to have my money for the doctor refunded which was a kind gesture, however this meant that the hotel wanted the original copy of my medical report from the doctor - which with GDPR I find quite odd? I stated I would bring it down the next time I was in my room. I tried to do this that evening however was told that Eduardo had finished work and he had to be present for me handing it over. I went out of the hotel for the day the day after this to come back and find out that Eduardo had been harassing other guests trying to find me and calling my room trying to get the certificate from my partner whilst I was not present. The last few days of my holiday, after reporting everything to TUI, the hotel suddenly started to make an effort in its hygiene and cleanliness. I saw the pool being cleaned for the first time since we had arrived, the dried up vomit on the floor of my room was cleaned up (only took them 9 days!) we also had robes and slippers provided! As well as this, anyone who had got sick were being watched like hawks by the staff in the hotel which was incredibly daunting, they wasn’t very subtle about it either. The Sandos hotel is far from luxury, and my holiday was far from relaxing. Do yourselves a favour and book somewhere else if you want to have a nice holiday.
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Date of stay: June 2022Trip type: Traveled
1 Helpful vote
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April B wrote a review Jun 18
1 contribution4 helpful votes
I think like many people, I was excited to go back on holiday after a crazy 2 years of lockdowns and restrictions. I was really looking forward to a nice long break from work and spending some time with my family…I didn’t expect to be incredibly poorly FOUR DAYS into my holiday. Where do I even start. The bottom pool was filthy. It had yellow stains around the white edges which the pool staff brushed INTO the pool. It also had, what looked like, beer froth floating on the top of the water, which the staff pointed at but did very little about cleaning it. Infinity pool? Nope. It was a pool that only overflowed when it rained. There was also a jacuzzi at the top pool which didn’t work, so basically it was pointless. Bedrooms are outdated and the bed is unnecessarily big. The rooms have some much potential if they actually paid attention to them. My light switch didn’t work so I had to switch the bathroom light on at night so I could get to my lamp. The main light just DID NOT WORK. The bathroom was alright but every time you opened the shower door you thought it was going to fall off! There was random stuff in the wardrobe, like an empty soap wrapper which was there for the whole 14 days I was there. If it tells you you get slippers and a bathrobe… don’t believe them. You don’t. You do have weighing scales… they don’t work but you have them. You can also leave your room and find the maintenance staff painting the hallway walls, so you have a nice smell of paint to welcome you first thing. I had been to Mexico twice before this holiday to Riviera Maya and I loved it. The people, the hotels, the food, so I was super excited to see what Cancun had to offer. Well…apparently this hotel offers severe stomach cramps and sickness. The food was average. At Zango, you had staff handling the food with their bare hands, you were one of the lucky ones if you had cutlery! The staff were rude and often charged by you and they took ages to take your order for a drink. By the time you’d finished breakfast they asked if you wanted some water…which was pointless as you had already finished eating. We decided one evening we would try the food at Zango, which was mediocre and frankly didn’t cater for international visitors. It was also the last time we tried it. Around 5am I woke up to the worst stomach pain I’ve ever had. After just making it to the toilet I was sick for hours. My parents also had stomach cramps and were poorly - around the same time as me as well! The next day my dad wanted to take us to the doctor but I could hardly move. The hotel didn’t really seem to care, in my opinion. My dad reported our illness and they claimed they would look into it and report back. They didn’t. My dad had to follow up with them! When it got to the 3rd day my dad got more worried so I had to find whatever energy I had, baring in mind nothing was staying in me (even water), to walk out of the hotel and to the nearby doctor. When I got there, I was informed I was starting with a fever, my blood pressure was high, and my stomach was a mess. I had to have 2 injections and was prescribed antibiotics and 2/3 other medications as I had food poisoning. I was sick for the majority of my holiday. I decided I wasn’t going to let it defeat me but still had to stay close to the toilet just in case but I was VERY conscious with what I was eating and drinking moving forwards. There was 1 or 2 staff members by the pool which were lovely and I found it a shame that they had to work at such a poor hotel. The entertainment was dire and the staff were very pushy sometimes, asking you to join in when you already said no twice. In the evening the entertainment was average…if you can even call it entertainment. I have stayed in 3 star hotels that are better than this one. I even cried towards the end of the holiday because I just wanted to go home and I felt like I hadn’t had the break I really needed. It was a shame as I had been saving up for 2 years only to spend it on a place that made me sick. I still don’t feel 100% and I’ve been home for a week. Honestly, avoid this hotel if you are thinking about Cancun. Alternatively, consider Riviera Maya as that is an amazing place. To sum up this holiday and hotel in one word…disappointing.
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Date of stay: June 2022Trip type: Traveled
3 Helpful votes
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 3 days ago
Dear April, We will like to thank you for sharing your comments about your recent stay with us at Sandos Cancún. We also regret that the food offered in our restaurants has not been completely to your liking, all food we process goes through the highest standards of quality control, our hotel has just been awarded the “H Certification” by the board of Tourism, ensuring our guest the quality and hygiene of our all of our products and services; We can assure you that all food is prepared with the best and fresh products available.

Once again thank you for your review, we will take into consideration the details you mentioned, to provide the best service for our future guests.

 Warm regards, Nely Santana Web Relations Sandos Cancún
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fraserb0411 wrote a review Jun 17
Falkirk, United Kingdom20 contributions24 helpful votes
Well where do I start. Ok let’s start with check in. There was a long que so had a bit of a wait, when I got to the desk the first thing I was told was that I had to pay a $25 tax for cleaning the beach(there’s a tax for everything in Mexico BTW), then the next thing they wanted a $250 charge on my credit card incase I damaged the room lol, then was basically given our wrist bands and told where our room was and that was it. The hotel were told in advance we were on our honeymoon so thought there might be a bottle of fizz or some flowers for my wife in the room but they didn’t do a thing, which was a shame but hey ho it kinda set the tone for this hotels attitude towards guests. The pictures online are nothing like reality, the hotel is very tired and in need of refurbishment / investment. Furniture in the room was badly scuffed and chipped, shower door was so stiff to open you were worried it was going to shatter, plugs in the sink and bath didn’t work and never really seemed to have hot water no matter what time of day you went for a shower. The pools although described as infinity pools are not as they don’t over flow into the catchment troughs and the jacuzzi in the top pool didn’t work. There was a nice collection of green slime around the side of the pools to which their solution was to brush it into the pool(not sure if it was this or the food that caused my gastro enteritis, more on that in a minute). So despite these issues we were having a good enough holiday and were making the best of it, made some good friends and were enjoying ourselves by the pool, the waiters particularly Casanova and Andres were so good and never stopped sometimes even bringing drinks before we had even asked. Vanessa at the St Trop pool bar was also amazing and worked very hard to ensure you were looked after. The entertainment although a bit sporadic was good with pool parties, pool volleyball etc during the day and DJ’s, Casino Nights and Karaoke at night, massive shout out to my wee pal Daniel on the entertainment team who was great too. Restaurant wise the French, Italian and the Steak restaurants are good but not always open, room service seemed good too, the Japanese is really good but you have to book in advance, the buffet wasn’t great, not always the freshest looking food and not a great choice tbh. Then on day 10 disaster strikes, about 4.30am my wife and I woke up with crippling stomach cramps, vomiting and diarrhoea, not what you want on holiday let alone your honeymoon. So I ended up going to the hotel shop I go only to be charge $40 for the Mexican equivalent of Imodium whilst there I got talking to another guest who was there for the same thing who told me that there was an outbreak in the hotel as there was several people the same some of whom had to get the doctor out, I went and spoke with one of the concierge’s who was really helpful and said she would speak with her boss to see what could be done. I went back a little while later and got what seemed to be the head Concierge, a guy called Eduardo who is nothing but a rude, ignorant liar. He denied there were other guests unwell but said as a gesture of goodwill they would get the doctor at no charge for me and my wife. A complete smoke screen to try deflect that there was clearly an issue going on, the doctor came out and diagnosed food poisoning and gave us medication for stomach cramps, anti biotics as well as more of the $40 Mexican Imodium lol. After a day or so we made it back around the pool but had to stay near the loo as we were back and forth so much lol. We got talking to others and there were more and more people falling ill which was confirmed by a member of staff, all the while we were being watched like hawks by Eduardo for some reason which was very awkward and uncomfortable. I requested a meeting with Marta the General manager who on the face of it seemed really nice, took a lot of notes and promised to come back to me before I left but didn’t think the issue was the hotel, I’ve not heard anything from her since. I have heard from people who are still there that more and more people are falling ill and that the hotel are changing their menus and cleaning regime, bit of a coincidence that me thinks. So to sum up if you’re going to Cancun to eat lots and have fun go somewhere else, if you want to go to Cancun lose half your holiday being stuck on the toilet and come back a few pounds lighter than when you went this is the place to go
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Date of stay: June 2022Trip type: Traveled
3 Helpful votes
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 6 days ago
Dear guest, We will like to thank you for sharing your comments about your recent stay with us at Sandos Cancún. By government decree, the sanitation tax is applied for the cleaning of the beach, to all the hotels in Cancún and Riviera Maya, the amount is $27.00MXN per room, per day. We also regret that the food offered in our restaurants has not been completely to your liking, all food we process goes through the highest standards of quality control, our hotel has already awarded the “H Certification” by the board of Tourism, ensuring our guest the quality and hygiene of our all of our products and services; We can assure you that all food is prepared with the best and fresh products available. Although not our responsibility, the doctor's service was offered free of charge, with a value of 150 US dollars. The hotel manager met with you personally to verify the comments you had, the response is in your email already since Saturday. Once again thank you for your review, we will take into consideration the details you mentioned, to provide the best service for our future guests.

 Respectfully yours,  Nely Santana Web Relations Sandos Cancún
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John H wrote a review Jun 16
Hampshire, United Kingdom49 contributions19 helpful votes
Ok bad out of the way first.. Buffet is not great, got a bit samey. Reception is always busy so be prepared to queue and you do get pestered to join Royal Elite or at least go to a 2 hour presentation (Guess it's a kind of time share, I just didn't go). Entertainment is a bit cheesy too. Now... the Good... Lovely hotel, I thought the room was good. Most of the staff are great too. The Italian restaurant was amazing with lovely staff, the steakhouse was ok too, though a bit limited in choice. Big shout out to Flavio and Alex in Bar One, they were attentive, fun and knew their stuff. You have the lovely Jenny at Bar Two. The pools are great and plenty of beds around, the staff will bring a drink to you in the pool! You can walk from any of the 3 pools down the stairs and onto the beach, where Jenny came to take drink orders too.
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Date of stay: May 2022
Location
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Sleep Quality
Room Tip: I was in room 512, it was nice and quiet.
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 1 week ago
Dear John,

 We would like to thank you so much for choosing Sandos Cancún as your holiday destination during your visit to Cancún and for your honest review.

 We have carefully noted each point you raised and we will do our very best to ensure and improve the service and facilities quality.

 We hope to have the pleasure to host you again, do not hesitate to contact me if you have special requests for your next visit, I will be really pleased to help you.

 Sincerely, Nely Santana Web Relations Sandos Cancún
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Michael M wrote a review Jun 12
5 contributions3 helpful votes
The hotel needs renovation BAD!. The rooms are dark and half the bulbs did not work. The food was really bad and they hardly gave you any food. The buffets were basically empty every time I went up there. The selection was terrible, it was the same selection of bad food every day. Good luck finding the dinner spot, I gave up. We left the hotel every night and went to the restaurants across the street. The drinks were terrible and they don't have brand names except for some vodkas. (1) night I saw a bottle of Makers Mark which was just about empty and they did not have anymore. I was better off staying at the Marriott and paying for food and drinks. Good Luck you have been warned!
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Date of stay: June 2022
Rooms
Service
Sleep Quality
Room Tip: lie and say you on your honeymoon maybe they will give a decent room
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3 Helpful votes
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 1 week ago
Dear Michael,

 We appreciate the time you have taken to write your review regarding your recent stay with us.

 We regret that your stay was not to your liking and read that we have not met your expectations.

Sandos Cancún's mission is to create unique experiences for our guests, which we achieve by guest service and quality service that we provide constantly to make sure you enjoy your vacations.

 Once again I would like to thank you for your review, it is valuable for us.

 Respectfully yours, Nely Santana Web Relations Sandos Cancún
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Taylor T wrote a review Jun 10
Nevada, Missouri1 contribution
The recreation and activity team made our stay so fun!!! Jaír, Sergio, and Daniel planned fun activities everyday to involve every body. Sand volleyball, Zumba, and fun nightly activities were so much fun because of them.
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Date of stay: June 2022Trip type: Traveled
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 2 weeks ago
Dear Taylor,

 Thank you for those great comments and we are glad your vacation was a wonderful experience.

We make sure that our guests always receive the best service, thanks to the efforts of our employees who work diary with dedication and passion.

 We hope that it won’t be too long before you let us give you again an unforgettable experience.

 Best Regards, Nely Santana Web relations Sandos Cancún
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Kbro wrote a review Jun 10
Sheffield, United Kingdom11 contributions2 helpful votes
+1
One word to describe our experience - big waste of money!!!! Check-in was unwelcoming and uninformative. This hotel is in dire need of renovation, the rooms are of a poor standard, furniture is scuffed, bathroom wall tiles damaged, bedroom walls have been touched up rather than completely repainted. Zango restaurant food is dire and lacks international flair, food was luke warm and flavourless. Presentation lacked inspiration. We would be showed to a table without cutlery or cups, so when this occurred we got these from tables that had them. The only restaurant we would rate was the Italian but this was not open every evening so we went to the steak restaurant rather than risk eating in Zango’s. Had diarrhoea most of our stay, says a lot about the quality of food being served. Bar staff and the team at the poolside bar/restaurant worked really hard to provide a good service. Bar 1 evening entertainment sporadic, most evenings nothing going on so zero atmosphere. Bar 2 only opened twice in the 2 weeks we were at the hotel. Poor Wi-Fi around the pool, witnessed maintenance being performed on the routers around the pool so it may have improved now. Rooms were average, towels qty not always replaced, dirty glasses left in our room and not replaced. Not usb sockets in our room and minimal available power sockets to use. Infinity pools not really infinity as they were not full and overflowing into the catchment troughs. Jacuzzi pool that does not work, so what is the point. Some sun beds reserved for Elite guests only. Our best experience was after we checked out and the transfer shuttle left the hotel. We have visited Mexico on 3 other occasions stating in Riviera Mayer where they quality of the hotels and food etc is much higher. First and last time we will stay in a Sandos hotel if this is the quality to be expected.
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Date of stay: June 2022Trip type: Traveled
2 Helpful votes
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 2 weeks ago
Dear Kevin,

 We appreciate the time you have taken to write your review regarding your recent stay with us.

We regret that your stay was not to your liking and read that we have not met your expectations.

 Sandos Cancún's mission is to create unique experiences for our guests, which we achieve by guest service and quality service that we provide constantly to make sure you enjoy your vacations.

Once again I would like to thank you for your review, it is valuable for us.

 Respectfully yours, Nely Santana Web Relations Sandos Cancún
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Michael Fredriksson wrote a review Jun 9
Sweden1 contribution
My parents in law invited us to this resort for a week ago and it was wonderful. All the staff was really nice. All the food was surprisingly good and we where able to relax and just enjoy the sun 😎 We really like that you can choose to just enjoy and relax or to do some activities if you want! We want to thank the entretaimet staff Sergio, Jair and Daniel for doing a great job. My wife loved the zumba lessons. All the restaurants we tried were good our favorite for dinner was "Frattini's". We had a great time and we are looking forward to go back as soon as we can.
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Date of stay: May 2022Trip type: Traveled
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Response from Web Relations Cancun, Director General at Sandos Cancun
Responded 2 weeks ago
Dear Guest,

 I would like to thank you for posting this kind review and sharing the wonderful experience you had during your stay. 

 We are glad to know that our services exceeded your holiday expectations. We thank you for highlighting our attributes as well as your recommendations. 

 We hope to have the honor of serving you in the future. 

 Kindest wishes, Nely Santana Web Relations Sandos Cancún
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PRICE RANGE
$270 - $381 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
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Frequently Asked Questions about Sandos Cancun
Which popular attractions are close to Sandos Cancun?
Nearby attractions include H Roof (0.2 miles), Club 91 (0.3 miles), and Playa Ballenas (0.1 miles).
What are some restaurants close to Sandos Cancun?
Conveniently located restaurants include Harry’s - Cancun, Porfirio's Cancún, and Fantino.
Are there any historical sites close to Sandos Cancun?
Many travelers enjoy visiting Zona Arqueologica El Rey (1.3 miles) and Scorpion’s Temple (1.4 miles).
Does Sandos Cancun have any great views?
Yes, guests often enjoy the ocean view available here.