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“Beautiful hotel and friendly staff”

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Sandos Cancun Lifestyle Resort
Ranked #29 of 177 Hotels in Cancun
Certificate of Excellence
Reviewed February 4, 2013

My friend and I just returned from a long weekend at the Sandos Cancun.hotel and had a very good experience. I had known of this hotel from many years back and thought then that it looked like the type hotel I would like - it feels small, compact, and easy to get around without much walking. We used the tennis court which does need repair, but it worked for us for our level and is so convenient. We also used the hydrotherapy in the spa and found the attendant most accommodating. We had a premiere corner room and found it very comfortable. I especially enjoyed the rocking canopy beds facing the ocean - so relaxing. And on the balcony, there were red chair hammocks that were the most comfortable place to sit, rock and read. We also enjoyed the friendly entertainment group and the aquasize experience. We found the food at the St. Trop, beachside restaurant to be our favorite - specifically the ceviche, seafood soup, and grouper. We enjoyed guacomole and chips every day. The breakfast buffet was a delightful spread with excellent service. The only suggestions I made to the front desk was to consider putting some brighter lights over the mirrors in the bathrooms, and also a reading light in the sitting area. The front desk and staff were friendly and helpful and all in all, it was a very nice visit. .

Room Tip: Corner rooms were large and sunny and premium rooms give you the rocking cabanas.
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  • Stayed: February 2013, traveled with friends
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Thank LLR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Lifestyle Resort, responded to this reviewResponded February 6, 2013

Dear Guest,

Thank you for choosing Sandos Cancún. We are very glad to know that we could live up to your expectations and you could enjoy of a relaxing and pleasant stay.

St. Trop., our pool snack bar delights our guests with a gourmet snacks and delicious dishes for lunch offering service around the pool and beach.

We truly appreciate your suggestions; we will work on it to make it more comfortable for our guests.

We will be more than glad to attend you once more.

Best regards!
Martina Rodíguez
Director

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2,170 - 2,176 of 4,420 reviews

Reviewed February 4, 2013

We stayed at the hotel for 4 nights on a company incentive trip with a group of 17. Everything was top, top notch. From the champagne and flower on arrival to the chilled bottle of champagne in the room to the incredible endless pools, this place is the best. We were huge fans of Palm in the Kid's Club. Our 3.5 year old had a blast there and gave mom and dad some sanity time. Plus the food was outstanding for an all inclusive. They actually care.

my only minor grips is that the buy one get one massages we got were a little pricier than we thought ($190 vs. $130). I think there was something lost in translation on the conversion. In the grand scheme of things, no biggie.

I've been all over Cancun and Playa. Sandos is the best.

Room Tip: Get a room on the ocean side of the elevator. The views there are better.
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  • Stayed: January 2013, traveled with friends
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Thank Steve R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Lifestyle Resort, responded to this reviewResponded February 5, 2013

Dear Guest,

Thank you so mucho for sharing your feedback and comments of Sandos Cancún.

We are very pleased to know that from the moment you arrived you started to live a Luxury Experience and to be pampered by our staff. It is good to know that our Kids Club service was able to let you spend some romantic time as a couple while your kid was taken care of and having a good time as well.

I apologize for the misunderstanding with your Spa balance, we will be careful to clarify our prices and promotions for further occasions.

It will be our pleasure to welcome you back at Sandos Cancún.

Best regards!
Martina Rodríguez
Director

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Reviewed February 4, 2013

We stayed at the Sandos Cancun from 19-Dec-2012 to 24-Dec-2012. I will breakdown our experience as follows:
[1] Reservation: The website was slow with a lot of broken links when I was using it in November 2012. I made a reservation for 3 adults and 1 Child but the email confirmation only showed 3 Adults. I had to email and call the hotel several times to have this rectified even though there is no extra charge for the Child, the CS Rep refused to change the booking without consulting her manager. This took over a week and each time I had to contact them. We made the booking with a price in USD, expecting to pay in USD but upon CheckIn we were told that our AMEX charge will be in MXP...ended up paying $80 more as a result of the FX change.
[2] Check-In: This went smoothly enough with the staff being pleasant.
[3] Room: We reserved the Premium Sandos Suite which was the best room available at the time. We had a bottle of Sparkling wine and a plate of fruit in the room which was nice. Only problem is that the half-eaten plate of fruit and half-drunk bottle of wine was left in the room for days. The oom itself was directly under a very noise A/C unit that the hotel staff seemed to be very well aware of when I told them. They couldn't change the rooms as the hotel was sold-out. The bar in the room didn't get restocked for the first 2 days though it was supposed to be done daily. I left 50 Pesos on the fridge one day and I got some of the stuff restocked. The hotel is perpendicular to the beach so only a handful of rooms have direct ocean view. Our room unfortunately was not one of them. We were facing the ugly roof top of another adjecant hotel. Don't bother paying extra for the 'Premium' upper floors. The view is not worth it.
[4] Food: The buffet food at Zangos was very good and dinner at the Japanese Gaijin(reservation required) was not bad but the food at Seasons was so so. The bread and seafood soup were delicious but our entrees were awful. Drinks were okay, but Margaritas were too sweet (premixed).
[5] Service: Service in the restaurants was excellent. Cannot fault the hardworking staff there. They were very friendly and attentive. Service at the beach on the other hand was average. Hard to get the pool guys to bring out chairs and umbrellas. We had to request them several times and even then it took them a while to get them. Since we paid for 'Premium' rooms, the Cabanas are meant for premium guests but that is not how it worked. It was first-come first-serve so again the 'Premium' package is not worth the extra money.The pool side bar/food service was also hit or miss. Some days we got decent service and somedays had to chase around someone for service.
[6] SPA: Excellent, the only truely 5 Star place in this hotel. Highly recommend it. The Spa itself and the staff and the service are amongst the best we have experienced.
[7] Management: The management was attentive and did do their best to address our concerns about the room. They offered us a free Spa Massage as compensation for the noisy room.
[8] Concierege: There is a desk in the reception which was setip as a Concierege/Help Desk to get local tourism information but it turned out to be a Sales Desk for their Time Share. Please avid visiting this desk. It is totally useless unless you want to buy ino the Sandos Time Share program.

So to sum it up (stars out of 5):
[1] Reservation: **
[2] CheckIn:***
[3] Room:*
[4] Food:***
[5] Service:***
[6] Spa:*****
[7] Management:****
[8] Concierge:*

Total: ***

  • Stayed: December 2012, traveled with family
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2  Thank Bhinesh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Lifestyle Resort, responded to this reviewResponded February 19, 2013

Dear Guest,

Thank you so much for choosing Sandos Cancún and for taking the time to share your feedback with us.

We are very glad to know that you were pleased with your treatment at Spa del Mar, also one of our strongholds, this is a true relaxing and Luxury Experience.

The Premium plan offers additional benefits such as accommodation on the highest floors of the hotel, welcome amenities, access to the hydrotherapy at the Spa, an exclusive Premium bar, use of cabannas around the pool.

Please let me extend my sincere apologize if we could not reach your expectations during your recent stay, improvements have been made since then.

Do not hesitate to come back to experience our improvements and pamper you with our best service.

Best regards!
Martina Rodríguez
Director

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Reviewed February 3, 2013

Our recent visit to Sandos Cancun Luxury Resort was excellent! The hotel and grounds were impeccably kept ,and our room was beautiful and spacious! The hot tub and pools were lovely, and it was nice to see the ocean while swimming. The restaurants were delightful! Our very favorite was "Zangos". The menu changed daily, the food was made with fresh ingredients, and was of superior flavor! One of our favorite meals was from the Hindu/Indian menu. We really enjoyed the lentil soup! We owe a very special "thank you" to Chef Jose Antonio Yam, for his kindness in preparing so many delightful vegetarian salads and entrees. Imagine our delight when at the end of our stay, he came to the dining room to introduce himself and thank us for coming!

The staff was the "excellente" part of our experience!! They were very attentive from beginning to end, and we found them to be genuinely friendly! Carlos, Norma, and Luis were daily asking about our visit. Monserrat was very good at making the staff aware of our needs as vegetarians! Erick did an excellent job at Gaijin! We were grateful for the excellent service provided by Jonathan, Jesus, Carolina, Oscar, Cecilia,and Nadia. Special thanks to Alberto, Ithiel, and Alexandry who pay very close attention to every detail, and care so very much! Our hearts were touched when we received notes from various staff members, thanking us for our visit! It was difficult to say good-bye! (The writer of this had tears in her eyes!) Muchas Gracias!!

Room Tip: 4th floor room with view of pools and ocean!
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  • Stayed: January 2013, traveled as a couple
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2  Thank bl10sk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Lifestyle Resort, responded to this reviewResponded February 5, 2013

Dear Guest,

First of all, allow me to thank you for choosing Sandos Cancún and for taking part of your precious time to share your Luxury Experience of your recent stay at Sandos.

We are very glad to know that you truly enjoyed swimming in our 3 heated infinity pools overlooking the Caribbean Sea.

On behalf of all the staff of Sandos Cancún, we want to thank you for your wonderful comments, your words have really touched and inspired us, this is our best reward for our hard work for you to live a Luxury Experience at Sandos. The vegetarian meals that our Chef prepared specially for you is a clear show of hoe our staff goes beyond to satisfy every guests needs.

We are looking forward to welcome you again for another excellent and pampered vacation at your new home in Cancún, Sandos.

Warm regards!
Martina Rodríguez
Director

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Reviewed January 30, 2013

I just spent 4 days at Sandos and had a great time. The food was good and I was a big fan of the breakfast buffet specifically. Nice/clean facilities and spa.

Top notch service especially mis amigos Samuel, Miguel, Omar, Manolo, Erick, y Santiago.

  • Stayed: January 2013
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4  Thank Mateo722
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Lifestyle Resort, responded to this reviewResponded February 2, 2013

Dear Guest,

Thank you for choosing Sandos Cancún. We are very glad to know that you were delighted with our Total Gourmet Experience, especially the buffet breakfast. On behalf of all your friends at Sandos I would like to thank you for your kind comments for our service, it is a reward ro us to know that due to the personalized attention from our staff you could live a Luxury Experience.

We hope to have the pleasure to welcome you again for anither great vacation at Sandos Cancún.

Best regards!
Martina Rodríguez
Drector

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Reviewed January 30, 2013

I stayed here with my wife for 7 days 2nd week in November 2012 all inclusive. We had stayed the first week at the Now Jade in Riveria Mayo which was also a 5 star but nowhere near as good as this hotel.

The Clientele
The hotel was not very busy with guests which meant better service for us. There was a mixture of people from the US and Canada. There were no unpleasant clients probably due to the price.

Reception
The reception entrance was undergoing some improvements and was small so it did not give that immediate wow factor. However, a walk around the facilities and rooms soon put that perception to bed. Staff spoke good English and were very helpful and pleasant.

Main Bar Area
The decor and layout was excellent and engendered a peaceful and relaxing environment with bar staff being very attentive to your needs.

There was another bar on the 5th floor which was for premium members which we were. This was never very busy but it had a really nice view of the sea and long golden sandy beach. Again service excellent.

At this hotel Waiters proactively sought you out – at the Now Jade they were either too slow, showing no real interest or not enough of them to service all the people.

Wireless
As premium members wireless was free but reception was sometimes patchy in the bedrooms. It was fine in the bar areas and restaurants.

Room – Suite
We had a suite (in fact two as we changed rooms due to noise coming from the hotel aircon next door). Both rooms were amazing and far too big for our needs. We had a room with a view to the lagoon and also side sea view. We had two ensuites – it was like a large luxury penthouse or apartment.

We had various bottles of wine and liquors and fruit waiting four us and mini bar always replenished.

Pool Area
The pool had a number of levels and was hardly used clearly as the hotel was not very busy when we went. This was great for us as it was really good. The only downside was the shadow which came over the pool area after about 2pm due to the very tall hotel next door which was obviously built afterward this hotel. Not a problem though as the beach was amazing and next to the hotel.

Bar staff were always attentive and actively seeking you out for drinks or food. I’ve never experienced anything like it – it seemed like they were getting commission for every time they took an order from you and were unbelievably motivated.

There were a number of what seemed like four poster swinging king size beds with cushions located around the pool area which were very comfortable to use and lay on. These were also located on the beach. The sun loungers had foam cushions which were very comfortable to lie on.
There were free beach towels readily available and you could use as many as you needed.

Beach and Sea
The beach is next to the pool area and super golden fine sand for 18 miles. The view was breath taking and the sea was turquoise green and blue.

The sea was warm but the waves were heavy on some days so not ideal for children or the elderly. The sea floor was sandy with the odd small rock so no problems with walking or swimming although there is a steep drop in some places immediately net to the sea edge. There is a guard on duty watching out for you.

Restaurants
There are four restaurants including beach/pool bar. All very impressive with excellent food, layout and quality and super service. Best I’ve experienced.

Spa
We used the gym and spa (steam, Jacuzzi, sauna and relaxation rooms) which was first class and relaxing. Did not have any massages.

Location
Much better than the Riveria Mayo as you could catch a bus to various places and shopping centres. All of the hotels are along the luxor strip.

Room Service/cleanliness
The room was cleaned every day without any problems.

Customer Service
This is where this hotel excels – the staff service it’s amazing and unusual in terms of their proactivity to meet your needs.

Cocktail Meetings
Management put on a number of events where they would invite guests for cocktail meetings with champagne and there they reward their staff in front of guests for excellent service. You get the chance name the waiters who particularly excelled.

Room Tip: They are all good but we stayed on the 5th floor with a lagoon and side sea view
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  • Stayed: November 2012, traveled as a couple
    • Value
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Thank Philip G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Lifestyle Resort, responded to this reviewResponded February 21, 2013

Dear Guest,

Thank you so much for sharing such a detailed review of the services and facilities of Sandos Cancún.

We are very glad to know that you truly enjoyed our beach facilities in our 3 heated infinity pools with spectacular views of the Caribbean Sea, while you were pampered by our staff carrying cocktails and snacks direct to your lounger.

Once a week we have our Manager’s Cocktail this is a unique opportunity to meet our guests and hear from them how their experience are being during their stay at the Resort, this is part of our personalized service and true interest for you to have a memorable vacation at Sandos Cancún.

It will be our pleasure to welcome you back for another Luxury Experience with us.

Warm regards!
Martina Rodríguez
Director

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Reviewed January 29, 2013

Having just spent a week at Sandos, we feel compelled to write a review. Our experience was fantastic. Four rooms, four grandkids, 2, 4, 6 & 8. Everyone had a great time. Feeding the children was probably the number one BEST part about this resort......the staff could get them anything and did! The grounds and pools are a visual delight and immaculate.
There were some things that they could improve upon. The Zando restaurant opened at 12:30 for lunch. Kids are getting antsy by then. Our first two days were stormy, so the pool side cafe was not an option.
They do their best regarding smoking, but we wish they would designate areas for it. We cannot tolerate the smoke and you would just get settled and someone would light up. Thank GOD for the breeze at least you could hide from it.
I would personally advise the pool staff and pool side cafe about playing there own music at the same time. Very annoying. Maybe they can syncronize it!
Our older daughter, a chef, was given first class treatment as the staff in the kitchen introduced her to the Yukatan cuisine. Thanks to the chef and Louis in Seasons.
The Kids Club with Palmira running the show, were even able to get our most reluctant grandchildren to participate....she was amazing. They loved her!
We met so many cheerfuland willing staff, Osirus, Jesus Apolo, Irving (Mr. Sandos) in the Zandos, Victor, Oscar and so many more.
Loved it!
Steve & Trisha

  • Stayed: January 2013, traveled with family
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1  Thank babyruth757nz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Web Relations C, General Manager at Sandos Cancun Lifestyle Resort, responded to this reviewResponded January 30, 2013

Dear Steve & Trisha,

Thank you for choosing Sandos Cancún, it was a true pleasure to host this family reunion.

We are very pleased to know that our staff had a special detail woth your daughter for her to know on the insight part of the Hotel.

Thanks to our guests suggestions we have now a Kids Club where our little ones have recreational activities to make funnier their vacation.

All of your suggestions are greatly appreciated, we will take them into consideration to work on them.

We hope to have you back at your home in Cancún to make you live another Luxury Experience.

Kind 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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Additional Information about Sandos Cancun Lifestyle Resort

Address: Boulevard Kukulcan Km 14 Manzana 53 Lote 37 1 | Hotel Zone, Cancun 77500, Mexico
Phone Number:
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 #29 of 177 Hotels in Cancun
Price Range: $263 - $791 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sandos Cancun Lifestyle Resort 4*
Number of rooms: 213
Official Description (provided by the hotel):
A refined and yet welcoming sense of personal service pervades Sandos Cancun Lifestyle 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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