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“Great Customer Service”

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Sandos Playacar Beach Resort
Ranked #61 of 211 Hotels in Playa del Carmen
Reviewed March 18, 2013

This is our 2nd time to Sandos Playacar and both times the customer service has been excellent. Great food and the beach is absolutely georgous. Vanessa Mex in the Premium Club made this trip....she always had a smile on her face and made the best Mojito's. Hope to see her next year. David Eduardo Alvarez at the beach is a perfect asset. Loves to have fun with the guests and is very attentative to your needs. These two employees are key assets to the organzation. See you next year. Sherry

  • Stayed: March 2013, traveled with family
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1  Thank Survivor2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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3,712 - 3,718 of 12,857 reviews

Reviewed March 17, 2013

My husband and I stayed here at the beginning of March, We did not intend on staying here, but got shipped from the Azul Five Karisma where we originally booked our trip but they were overbooked.
When we went to check in, they were quite impersonal and unfriendly. We didn't even get our room yet and there was a representative at the hotel jumping on us to schedule a time share meeting with us. We had a long day of travel and being shipped from one hotel to another, all we wanted to do was hit the beach and relax. They kept pressuring us the join the time share meeting when we didn't even settle in yet.
Service - The service at the bars, restaurants and concierge was a hit or miss. This property is so massive that it was diffcult to accomodate every guest. The staff looked like they were very tired and noncoherent.
Property - The hotel property is massive so our room was very far walk to the beach area. The grounds are run down and dated. You could get lost around the property since it's so big. No one at check in told us where everything was so we had to find everything ourselves.
Rooms - We got the junior suite and it was very old and dated. Ladies - if you stay here bring your own blow dryer because the "vaccum" blow dryer in the room does not work. There were no ammenities provided so bring your own toiletries! Towels were thin and felt like sand paper. Beds were uncomfortable. We had to beg twice to get extra pillows.
The furniture was run down and worn. We were on the first floor so there was a lot of noise early in the morning and late at night. The walls are very thin so you could hear everything going on outside.
Food/Beverages - There is no top shelf liquor or beer. All of the beer is on tap and all liquor is generic. The wine and champagne is hit or miss depending if they open a new bottle for you. Since we were not originally planning on staying at this resort, we we did not make reservations for dinner at any of the restaurants so everything was booked the first night. The choices were either Mexican or buffet. We chose the Mexican restaurant the first night and ended up waiting about 45 minutes for a table. The Mexican restaurant was not good at all. We caught on the 2nd and 3rd night with reservations, but the seafood and French restaurant was bland, as well. Breakfast and lunch were no better. The best thing was the guacamole which we ended up eating every day. The food overall was mediocre.
Beach - Was the nicest thing about this entire resort,
Other - They give you cheesy bracelets to wear on property. They give you towel passes that you have to submit when checking out pool towels. Each guest is only limited to 1 towel a day.
When checking out, they did not ask how your stay was. Check out time was noon, but our room keys were automatically deactivated that morning.
Overall is was a very lackluster experience.

  • Stayed: March 2013, traveled as a couple
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6  Thank W97
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 17, 2013

Our sixth time to Sandos Playacar. (March Break 2013) What keeps us coming back?
Great service, friendly staff and everything is immaculate!
There is something for everybody. Our 7 year old loves the Kid’s Club. Our teenage daughters enjoy the beach, pool and playing pool, mini-golf or foosball with new friends. My husband and I enjoy the fine gym & spa. (Awesome spinning class Adrien!! Thanks!!)
The food at the main buffet is good and varied. The a la carte restaurants are also worth booking. We especially enjoy the Brazilian and the Asian restaurants.
Bottom line: a great resort run well by warm, friendly people!
See you next year Sandos!

  • Stayed: March 2013, traveled with family
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1  Thank Pam G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 17, 2013

This was my third time to the Riviera, first time to this resort. Here are my thoughts in a nutshell the day after I returned:

Location: Amazing! Located in Playacar, you can leave the resort to go shopping and for a run or a walk, there is also a golf course next door. Playa del Carmen is a nice walk up the beach as well (30-45 min) and safe.

Rooms: There is a multitude of choices here so it really depends on your choice. The rooms were always clean and well-stocked.

Resort: Amazing, a wide choice of pools throughout the resort, some for adults, some for families, very well planned. It is eco-friendly, there are animals around, they won't bother you - just don't feed them, and it was pretty cool to see them wandering.

Food: There are a wide variety of restaurants, the a la cartes were fantastic. The buffets were only ok in my opinion compared to other resorts I have been to. The set-up seemed awkward at times (eg: climbing over people to get condiments who are waiting in line for crepes). The drinks very good and always fast service. The Cupcake Cafe has great non-alcoholic bevies. The different pools also have food options at them in the different sections (Adult only, or family) which was nice considering the resort is spaced out.

Service: Fabulous! Always took people in order, friendly, fast, smiling, top-notch.

Entertainment: There was always something to do, some of it was cheesy (which I like) and some was really good. There seemed to be a lot for kids and families.

Chairs: I love that they have a 30 minute rule. Many resorts have people up at dawn to save themselves a beach or poolside chair and then they don't return until noon. They have a policy - 30 minutes and they remove your things. I never saw that happen, there were always more than enough chairs, I was really impressed with this system.

Wi-fi: Depending on your device, easy access throughout most of the resort, sometimes as far as the beach depending on the weather. Many rooms also had wifi.

Bracelets: This is one thing I don't like in resorts. I prefer the resorts where everyone is equal. The elite club has perks, which they pay for. I wasn't treated differently, but you do feel like you are missing out sometimes.

I would highly recommend this resort to people with kids, and people concerned with the environment. I wouldn't not return, although I would still consider other options.

Room Tip: Choosing a room for you depends on what you want. The resort is very large so if you want something...
  • Stayed: March 2013, traveled with friends
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2  Thank iwillgothere
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 16, 2013

This resort has amazing rooms and facilities! Everything is kept immaculate. Wildlife is running all over the place-- coati, iguana, even monkeys! We had a great time on our walks looking for something new. There were so many things to do from pools throughout the property to a game room to tennis and putt-putt to an unbelievably beautiful beach area! We stayed in the Adults-Only section. Great area but farthest from the beach and the food. 15 minute walk or wait for a golf car shuttle to get to most of the facilities. The food was not what we have come to expect at the Mexican resorts we have stayed at. It was a lot of the same from day to day and meal to meal. We were pleasantly surprised by the steakhouse, though.

Room Tip: The Beach Section of the resort would be the best area to stay. It is close to all of the best parts...
  • Stayed: March 2013, traveled as a couple
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1  Thank scratchba
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 15, 2013

Stayed for a week in feb 2013. The arrival was straightforward, informative and helpful, thank you Carlos. We stayed in the adult section in one of the junior suites which was impeccably clean and very spacious. We had a 10 metre walk from our room to the pool which again was beautifully clean. There was always plenty beds and shade if wanted. The swim up bar was excellent and the lunchtime ceviche fantastic. The Sunday pool BBQ was well worth the cooking time wait. The food in all the restaurants was of the highest quality and abundant in choice. The a la cartes are worth booking, I especially loved the yellow beef curry in the Asian restaurant. The entertainment team at night went all out with some fantastic displays in the cirque du soleil, and all their productions. There is a bit of a walk from the adult section to the beach but they have 'little trains' running every 15 mins or so.
I can't recommend this hotel enough and what makes it extra special is the staff, and the fact that you're not being constantly pestered for tips, it makes it nicer just giving in that scenario.

  • Stayed: February 2013
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1  Thank HighlandShortie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 15, 2013

My wife and I have been back here three times. Our first visit was in December 2011 while we were there we joined the Royal Elite vacation club. We went back in August 2012 with 11 family members including my wife and myself, 6 adults and 5 children. My wife and myself went back there in December 2012. Each time we have been we have had a wonderful time and the staff could not do enough for us. We would like to give special thanks to Rosy Canche who sorted our reservations and she did everything with a smile an nothing was to much trouble for her.
The food and accommodation was very good and being part of the Royal elite gives us many benefits. My wife and I plan to go back again this year.
Martin and Val

  • Stayed: December 2012, traveled as a couple
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Thank Martin695
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sandos Playacar Beach Resort

Address: Paseo Xaman-Ha | Manzana 1, Lote 1 Fracc.Playacar, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#32 Top resorts Hotel in Playa del Carmen
#35 Family Hotel in Playa del Carmen
#42 Luxury Hotel in Playa del Carmen
#43 Spa Hotel in Playa del Carmen
#45 On the Beach Hotel in Playa del Carmen
#53 Romantic Hotel in Playa del Carmen
Price Range: $196 - $517 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sandos Playacar Beach Resort 4*
Number of rooms: 819
Official Description (provided by the hotel):
Sandos Playacar Beach Resort & Spa is an all-Inclusive hotel in Playa del Carmen with both family and adult sections. We are ideally located on a magnificent white sandy beach in the gated community of Playacar, within walking distance to downtown Playa and Fifth Avenue. Sandos Playacar Beach Resort & Spa is located only forty-five minutes from the Cancun International Airport, and the pier serving ferries to Cozumel is a short distance from our property.Playacar is a private, master-planned community situated on the southern edge of downtown Playa del Carmen. Guests at Sandos Playacar Beach Resort & Spa enjoy this exclusive community’s impressive infrastructure, including an 18-hole golf course designed by Robert Von Hagge, the Xaman-Ha Aviary, pristine biking paths, and Mayan ruins, accessible to the public for hiking.Riviera Maya is a protected region where many remaining artifacts from the fascinating Mayan civilization can be found. Surrounded by Mayan archeological zones, such as those at Tulum, Coba, and Chicen-Itza, this Playa del Carmen hotel successfully preserves a strong sense of Mayan culture onsite, adding an authentic feel and flavor to the vacation experience in Playacar. ... more   less 
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Also Known As:
Sandos Playacar Beach Hotel
Hotel Sandos Playacar Beach
Beach Playacar Resort Sandos
Sandos Playacar Resort
Sandos Playa Del Carmen
Gala Resort Playacar
Sandos Gala Playacar
Sandos Playacar Mexico
Sandos Resort
Playacar Sandos

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