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Sandos Cancun Luxury Resort
Ranked #28 of 182 Hotels in Cancun
Orlando, Florida
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“It's only going to get better!”
4 of 5 bubbles Reviewed December 31, 2012

My husband and my parents stayed here end of October early November and had a very pleasant time. Having stayed a several resorts in the Cancun area, what I liked about this resort was that it was small and every thing was very accessible within a short walking distance. The hotel is very upscale in their furnishings as well as the overall appearance. The gym is first class and better than most gyms you would become a member of in your home town. We visited the spa two times for massages and enjoyed the experience immensely. Before we even received our massages we took advantage of the very plush facility using the whirlpool,sauna,steam room as well as the cold water tank. It was a true spa experience. At the time of our stay the hotel was not full to capacity due to to the change over from the Le Meridian Hotel as it was only about 10 to 20 percent full, so we were very spoiled by the staff. The young gentleman at the pool (Salamander--I think) made sure everyday that we had our chairs with towels on them by the ocean or on the swing chairs by the pool. They never waited around expecting tips but I am sure it was helpful that we remembered them. The back half of the pool does get shaded by mid afternoon due to the Secrets hotel but it's nice to have an area out of the sun. They did provide some entertainment a fire show and a band one night with an outdoor barbecue. The only negative that I would give this resort was that the food on one night was sub par (fish), but the rest of our stay the food was very good. When we told the waiter that we were unhappy with the overcooked fish, the management was on it stat with a replacement. I do know through talking with management that a new food and beverage person was hired so maybe the kinks will get out. The Japanese restaurant was really good so was the Italian night. The breakfast buffet is very close to a 5 star. I plan to return back to this resorts as it is now one of my favorites!

  • Stayed November 2012, traveled as a couple
    • Value
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Helpful?
1 Thank beenyb8b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Resort, responded to this review, January 4, 2013
Dear Guest,

We greatly appreciate all of your feedback of your recent stay with your family at Sandos Cancún.

It is a pleasure to know that you could indulge at Spa del Mar, we take pride of the Spa being one of the greatest at Cancún. Top notch facilities with 14 treatment cabins, hydrotherapy circuit and professional therapists make this place special and unique for relaxation.

We are very honored to be considered as one of your favorite Resort, we will be more than glad to welcome you again at Sandos Cancún for another Luxury vacations.

Warm 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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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Smithtown, NY
1 review
5 of 5 bubbles Reviewed December 30, 2012

After several trips to Cancun and staying at various locations, I've finally found the one deserving of my intended repeat business. From the start, the staff was courteous, helpful, kind and welcoming. Besides being clean and luxurious, the rooms provided spectacular views of both the bay and the ocean. The beach attendants were thoughtful and reliable. Regular daily activities ranged from beach volleyball to water aerobics and the event staff was welcoming and friendly. Included in this "Land of Yes" was incredible food and drink service directly to your chair on the beach. The buffet service was incredible. Cuisine choices ranged from steak to sushi and the unlimited beverage choices had you scrambling to decide what to order. Sandos lets you want for nothing- the perfect situation for a traveler that wants everything.

Room Tip: All rooms seemed to be set up to have views of the water. If you can get a room with a balcony, that...
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  • Stayed December 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bridget E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Resort, responded to this review, January 4, 2013
Dear Guest,

Thank you for sharing such a great review about your Luxury Experience at Sandos Cancún.

It is a true pleasure to know that your stay at Sandos was beyond your expectations and previous experiences at Cancún. All of our rooms offer outstanding views to the Nichupté Lagoon and to the Caribbean Sea.

Our Total Gourmet Experience delights our guests with our Food & Beverages selection, is good to know that this lived uo to your standards.

Do not hesistate to come back to Sandos Cancun, where it will be our pleasure to attend you for another great saty with us.

Best regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York, New York, United States
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed December 30, 2012

Spent a family Xmas vacation at this lovely little hotel. The faclities were high quality. Spacious, comfortable rooms. Gorgeous hallways. Great pools. Well-appointed restaurants. Terrific, 5-star spa. Good quality gym

The service was overall good. Staff was generally friendly, helpful and many had a good sense of humor. The entertainment staff was particularly good, especially Ricardo, Alfonso and Mauricio. Other standouts were the bartenders at the beach and in the lobby bar. Also terrific was Carlos, a concierge; and Victor, who helped with chairs and umbrellas on the beach; and Eric, a chef at the Japanese restaurant. .

Overall, we were consistently relaxed and comfortable, which is what a beach vacation should be.

That said, there were a few sour notes. First, the food was overall bad. Breakfast buffet was good, as was the food at the Japanese restaurant. But the rest ranged from bland to awful. This was a particular problem given that the hotel is relatively small and there was not much choicefor dining.

Second, check-in was a bit chaotic. I chalk this up to it being the high season, but the long wait was not conistent with a 'luxury' resoert.

Third, a concierge, Norma, very brazenly tried to "sell" us on some sort of time-share-like scheme involving sister resorts. It was a very hard sell and not at all consistent with a luxury experience.

Fourth, the lobby men's room smelled quite badly, which also did not reflect luxury status.

Bottom line is that we had a great time notwithstanding the negatives. But we probably won't return unless we had confidence that the negatives have been addressed. The hotel has tons of potential, but it's not quite "there" yet as a luxury property. .

  • Stayed December 2012, traveled with family
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
3 Thank Michael M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Resort, responded to this review, January 3, 2013
Dear Guest,

Thank you so much for taking time of your precious time to share your feedback on this site. I am very glad to know that you could enjoy of a relaxing and comfortable Holidays in company of your family.

We are always happy knowing that our guests truly enjoy of the service from our staff and that this contributes to make you have a more pleasant experience at the Resort.

We appreciate your positive criticism about the food, we are working on it, adding new dished and menus to our culinary offer. We are sorry if the wait was long at the check in.

Hopefully, you may come back at Sandos Cancún, to prove our improvements and this time be delighted by our Total Gourmet Experience.

Best regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal, Canada
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed December 29, 2012

we had one of our best christmases ever, great service and amazing team work, the facilities very clean and the food was excellent...
thanks to the staff and the managment i had the best birthday ever thank you all...i´ll be back for sure.
Johnny Zaki

Room Tip: you have to try the spa and a good facial...enjoy
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank georgia z
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, Director General at Sandos Cancun Luxury Resort, responded to this review, January 3, 2013
Dear Johnny,

Please let me wish you once again a Happy Birthday, Happy Holdays and a Prosperous New Year.

We were delighted welcoming you at Sandos Cancún, it is a pleasure to know that you could enjoy of a great stay and the special celebrations were one of the bests for you.

Please do not hesitate to letting us know when you are coming to pamper you once more at your 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.
Chicago, Illinois
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed December 29, 2012

First of all, they should check the word meaning "luxury" in a dictionary before using it in their title.
We stayed there for Christmas week and disappointment came from the check-in. The staff seemed very professional and polite till they call the manager to explain the issue we're facing. First, he asked if we were honeymooners (which we were not) and then decided that he doesn't have a room for us. I reserved a king ocean view suite couple months ago and they couldn't manage to have one for us. Of course he came prepared, had a sheet of paper with a text, that I was asked to sign, saying that I will not have a problem taking deluxe room instead of suite.
Service was below average. It always seemed that resort is short staffed. Need some training. I had physically walk to the bar twice and ask for somebody to serve us at the pool eatery. Table settings were always missing something, either a glass, a cup, silverware or napkins. Also professional waiters should easily see the difference between cabernet sauvignon and sauvignon blanc:)
Food was ok, but very far from luxury. Seasons restaurant has very nice interior, tables and chairs are renaissance style. Every night a musician was playing piano by the entrance. Dishes were very esthetic but seemed to be pre made or maybe over cooked. Buffet restaurant was only good for breakfast.
Beach area was nice and clean, but always short on beach chairs.
Bars are nice, much of a choice of different alcohol. Best I liked the 6th floor bar and its bartender Ignacio. He was very intelligent and had much knowledge of domestic and imported liquor as well as cocktails. One night we even did different rum tasting:)
For conclusion, resort was good except some different common sense things. If you're looking for luxury, look somewhere else. It's a bit overpriced and over advertised resort in Cancun. Would call it average family resort.

Room Tip: tell them you're honeymooners:)
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Laurynas1984
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, Director General at Sandos Cancun Luxury Resort, responded to this review, January 3, 2013
Dear Guest,

We feel much honored to be chosen to spend your Holidays in Cancún.

We are very glad to know that you truly enjoyed of our Premium Bar located at the 6th floor of the Hotel, with a chic deco, a great place to enjoy of drinks made with top shelf liquor. Is good to know that you had a rum tasting, so you could notice the high quality brands we use at the bar.

We truly appreciate all of your positive feedback, as you mentioned this are improvement areas, and are seriously taken into considerations, especially coming from our guests.

We would like to have another opportunity to this time exceed your expectations with our improvements and provide you with a real Luxury Experience.

Kind regards!
Martina Rodríguez
Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Canada
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
2 of 5 bubbles Reviewed December 28, 2012

This is the response we received from the Food and Beverage Manager when we asked why the a la carte dinners were changed to buffet style dinners at the Zango Restaurant. This coupled with other events at Sandos made for a very disappointing view on how business is conducted at this hotel chain.
We travel 3-4 times per year and have decided to give back to the trip advisor community (finally) as we rely on this service when choosing resorts down south.
Let's start with the check-in process. We booked this hotel 5 months in advance with only 1 request to the hotel and that was to have adjoining rooms with our son as we brought him along on vacation. This proved to be a very difficult task, even though the hotel was only at 40%, for the front desk staff and their manager, even though the rooms beside us sat empty for the first 6 days of our vacation???? At least we ended up on the same floor. The staff at the front desk and the bellboys were very polite and courteous at all times. At the time of check-in we were the only ones being served so this may have helped.
The room had excellent views of the ocean and was an adequate size for the 2 of us. The only issue we had with the mechanics of the room was the A.C. It stayed on the whole time and could not be controlled by the thermostat. It was so cold we thought of moving the Ice Dispenser sign and placing it on our door. We talked to the front desk to see if they could send someone up to fix it. They did fix it that day by shutting off the breaker in the basement so we had no control over it at all. We called back down to the front desk to have them turn it back on. They did and we did not call them again for fear of them fixing it and we have no A.C. for a few days. After searching we found the circuit breaker box hidden in the closet and controlled the AC ourselves from then on. Too hot, turn breaker off. Too cold, turn breaker on.
This resort is supposed to have turn down service at night. This service for our room was hit or miss, mostly miss and our daily mini bar top up service followed suit. The icing on the cake was coming back to the room at4:30pm and finding that our room had not been cleaned for the day. We had to gather up our dirty towels and search for a maid to exchange them. Despite the lack of service we got for our room, it did have an excellent view of the ocean.
The beach area was awesome, white sand as far as you could see in either direction. Beautiful clear blue water and amazing waves! We had no difficulties getting chairs when the resort was at 40% but be prepared to get up by 8:30am if the resort is full. Victor (in training) did an outstanding job seeing that all your needs were met when you first get to the beach. If you want the most sun make sure you setup by the volleyball court on the left side of the beach. The only issue we experienced on the beach is the lack of bartender service. We had to get our own drinks at the bar most of the time. This in itself was not a big deal (aside from the fact the hotel advertised this service and we paid for it) but when we went to the bar there was normally only one bartender working and the waiters orders trumped the customer.....so a 15-20min wait was endured.
We didn't swim in the pool so cannot comment on it except the fact you get no sun after 12pm at most of the pool area. For this reason we stayed at the beach.
There are 4 restaurants at Sandos. One of the main reasons we came here was the fact it only had a la carte dinners, boy were we surprised when they changed the menu to buffet a quarter through the vacation. I guess we didn't read the small print when we booked that Sandos reserves the right to change the menu when they see fit.
Seasons stayed a la carte the entire stay. Great restaurant with a great menu selection and great service (except on Christmas Eve).
St Trop was a beachside grill only open for lunch mainly. Food was "fast food style" but tasted great after swimming and playing volleyball all day. The wood fire pizzas were amazing. When the hotel was at 40% service was amazing. The day the hotel jumped to full capacity the service was awful. We ordered a pizza at the beach when the hotel was full and never received it. After waiting 1 hour we decided to go sit at the restaurant and place another order for food. When the waiter saw us he must have remembered the food because he then brought the cold food over. We then had to place another order for food and drinks. After waiting 20min the drinks still did not show up. We had to go to the bar and get our own drinks which still took an additional 10 min. Our food showed up shortly after that, hot and ready to eat.
Gaijin is the Japanese restaurant. They prepare your food on a hibachi and put on a show for you at the same time. Very entertaining and the food and service were good as well.
Zango changes their menu daily for lunch and supper. For breakfast they have a buffet with an omelet station. The service and food at breakfast was outstanding. Irving and Jonathan did a fantastic job maintaining the tables they served. Great job. (If you decide to go, request their section). Lunch buffet was cold everyday. This restaurant is not adequate to house a buffet and supper was supposed to be "Flavours of the World" a la carte dinner but it ended up being a buffet most of our stay. (the food was cold as well).
Entertainment staff did a great job keeping everyone active. Maurico, who was new to the staff, kept us entertained with blackjack, horseshoes, volleyball and lots of other fun activities. The hotel did put on a trip to their sister resort for the end of the world party but we decided not to go, but I heard it was fun.
There is only 1 evening bar where you can go to get drinks. Bar One is the name of the bar. It was not staffed properly all week. There was only 1 bartender behind the bar the entire week and no one waited the floor the entire vacation. It took upwards of 20 min sometimes to get a drink, and to top it off they kept running out of Grey Goose Vodka and martini glasses. I guess it was their style of controlling costs for alcohol.
A vacation is what your family makes of it. We had a great time during our stay in Cancun.
Much needed R&R. We're not ones to grandstand and complain all the time about the little things but we thought we should share our experience with those that want to read it. Like we were told once before (by management)..." It Is What It Is".

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
20 Thank Chris A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boston, Massachusetts
Level Contributor
48 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
4 of 5 bubbles Reviewed December 28, 2012

We spent 5 days at this hotel during Christmas time with my husband and 13 years old daughter. I would not lie - I expected more from the 4 star hotel. It's our 3rd trip to Cancun but we stayed before in Playa del Carmen resort. The food is definitely better than in Playa's resorts but the service has a huge room for improvement.
The restaurant Seasons is AMAZING! The only thing - the don't change the menu. Asian restaurant is not that good - I'm a Japanese cuisine fan and this place is really far from that..... and the service was really poor - we were waiting for the dessert around 20 minutes and nobody suggested us even water. Zango restaurant is very good for breakfast and just OK for dinner - go to Seasons for dinner. We made a big mistake to go to Zango for Christmas dinner..... was tasteless meal. even desserts....
Our room was good - the only thing we have not get our minibar restocked for the last 2 days.... I did not contact the concierge service because the minibar anyway very poor - just water, soda and some beer. The first day there were some M&Ms.
It's a good hotel with big potentials. The front desk staff are very good and helpful. Special thanks to Laura - she's so nice person! I went to GYM 3 times - all machines almost brand new - one of the best GYM I've ever seen in the hotels! The hotel is beautiful inside and outside, the furniture in the lounge is very stylish. And the beach is great, beach service is good but a little slow.... Drinks in the bars are OK. Could not get coffee in the bar at 8 pm - did not want to sit in the restaurant. Actually a lot of small things for improvement. I believe they would be better!

Room Tip: pay some extra for the balcony!
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank MGaft
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Luxury Resort, responded to this review, January 1, 2013
Dear Guest,

On behalf of all the staff at Sandos Cancun, I would like to extend you our best wishes for this New Year.

We are very glad to know that you were amazed and delighted at our Restaurant Seasons, which we take pride of as one of our specialties Restaurants with high end dishes on its menu.

All of your comments are truly appreciated and taken into consideration for improve our service and those opportunity areas that you let us know, we have been working on it.

Do not hesitate to come back to Sandos and prove that those small details to improve will make the difference on your next stay.

Best 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 Resort

Property: Sandos Cancun Luxury 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 #28 of 182 Hotels in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Sandos Cancun Luxury 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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