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4,718
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489
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132
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54 - 59 of 6,871 reviews
Reviewed 3 weeks ago

Me and my best friend booked an excursion to the RIO SECRETO WILD extensive package and were so happy to go , but then found out after a 2HOUR bus ride there which they said will would only be an HOUR. When we finally arrived they said the lady that booked the trip for us at the ROYAL SANDS RESORT AND SPA through the THOMAS MOORE AGENCY booked us on the wrong excursion and we wasted over 8 HOURS on something we didn’t even sign up for. They refused to correct their mistake or even own up too it . We have yet been compensated for their mistake and from the looks of it we never will. I highly recommended that you do not attempt to even try and book with the agency or the hotel . The lack of PROFESSIONALISM is astounding if you have any question about my stay in a personal matter I’m more then happy to answer. I would give ZERO STARS if I could but this website won’t let me ..

Date of stay: January 2020
Trip type: Traveled with friends
Thank Kota-1995
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sandra_MRL, Online Community Care Agent at The Royal Sands Resort & Spa All Inclusive, responded to this reviewResponded 3 weeks ago

Dear Kota-1995,

Thank you for posting about your experience with Río Secreto and Thomas More Travel.

Please accept a sincere apology for this whole situation. It was a misunderstanding. Rio Secreto offers different packages and this offering was recently renewed. We did not have the most recent information and that caused the mistake. We are deeply sorry for our miscommunication and we assure you that we are taking every measure on our side to make sure our customers always have the most recent information from the tour providers and operators.

We look forward to welcoming you again soon at our resorts.

Warm Regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago

We loved the Royal Sands! My kids loved all of the fun activities at the kids club as well! Thank you Sulma, Monse, and Jessi! This is a very family friendly resort with lots of adult fun as well. We will definitely be back.

Date of stay: January 2020
Trip type: Traveled with family
Thank brittanylR8432OI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sandra_MRL, Online Community Care Agent at The Royal Sands Resort & Spa All Inclusive, responded to this reviewResponded 3 weeks ago

Dear Brittany,

Thank you so much for taking the time to review your recent stay with us.

We couldn’t be happier to see that your time spent with us was a family-fun experience.

We are honored that you would choose to stay with us again. We will see you then!

Best Regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 weeks ago

We recently visited the Sands and I would highly recommend it. Everyone was beyond helpful there was so many activities for all ages, the activites team did an amazing job! The pool and beach volleyball was our favorite. Chris and Luis were very entertaining and really got people engaged in the activities.I would recommend the Sands for families with kids of all ages. We even did water aerobics a few days and the instructor really gets into and pushes you! Thanks for a great vacation!

Date of stay: January 2020
Trip type: Traveled with family
Thank momofgirls9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sandra_MRL, Online Community Care Agent at The Royal Sands Resort & Spa All Inclusive, responded to this reviewResponded 3 weeks ago

Dear momofgirls9,

Thank you so much for taking the time to review your recent stay with us.

It's wonderful to see that you were able to enjoy the activities at the resort and that the staff, especially Chris and Luis, made you feel right at home.

We hope to see you again soon!

Warm Regards

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Reviewed 3 weeks ago

There are a lot of attractions in Cancun. What we like about the Royal Sands is it is in walking or easy bus ride to the many restaurants and shopping malls in the Hotel Zone. Big pool and beach palapas are a nice touch to enjoy the beautiful weather. Staff is excellent with daily maid service.

Date of stay: January 2020
    • Value
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Review collected in partnership with this hotel
Thank Pathfinder659372
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sandra_MRL, Online Community Care Agent at The Royal Sands Resort & Spa All Inclusive, responded to this reviewResponded 3 weeks ago

Dear Pathfinder659372,

Thank you for taking the time to post about our resort.

We're glad to learn you've enjoyed your recent stay at our resort and that you took advantage of its privileged location in the Hotel Zone.

We look forward to welcoming you again during your next visit to the Mexican Caribbean.

Warm Regards.

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Reviewed 3 weeks ago

We LOVE Royal Sands resort. Just completed our second trip and can't wait to return. Great service from Mario in Veranda, Tomas and Robert at Char Hut, Teo in towel check and Willy and Blanca in Sisal. Made a wonderful 50th birthday celebration for my husband.

Date of stay: January 2020
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank bcgkruithof
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sandra_MRL, Online Community Care Agent at The Royal Sands Resort & Spa All Inclusive, responded to this reviewResponded 3 weeks ago

Dear bcgkruithof,

Thank you so much for your review.

Happy belated birthday to your husband! How wonderful that you chose The Royal Sands for this special occasion.

We couldn't be happier to host you again in the future.

Warm Regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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