That when I had to leave a day early for a funeral, Sandos would not refund my money and was not understanding of the situation. They told me I would have to contact Bookings, yet when I added someone to my reservation arriving a day after I did and leaving with me they accepted it. That makes no sense. I sent a message to Bookings about my refund and have not heard back.

Didn't get up early enough to eat breakfast

Stayed in July 2025

The rooms (especially bathrooms) are a little dated and could use an upgrade. The over-size jet tub seems a bit pointless.

Staff was friendly, Nice size rooms, great family rooms with bunk beds, great pools, kids splash pools keep them busy for hours! Even though they have a trolley to drive you down to beach/buffet/pool/etc, it’s still very walkable - from family building down to the beach is just a 10 min walk. very family friendly resort! The guys at the scuba hut had great excursions to offer too - and at a better rate than some of the other vendors we priced. They were able to accommodate our youngest child (7 yo) as well which some other tours could not.

Stayed in June 2025

They didn't have a shuttle into town.

Everything was great. After reading mixed reviews we didn't know what to expect. The drinks were great, the food was abundant, fresh and very good. Service was awesome everywhere. We had a great time and thought it was great value for money, the all inclusive option was great. The room and hotel were a tiny bit outdated but in very good condition. A lot of activities and entertainment for all ages.

Stayed in July 2025

For all of the thing the resort offers, it still left a lot to be desired. First off the layout, it is roughly 1-1.5 km from lobby to the beach. All of the family rooms are around the lobby. Main pool, beach and buffet is 1-1.5 km walk. Not too bad once or twice, but doing the out and back at least twice per day was exhausting. Yes, they have a shuttle that comes every 20 mins or so, but sometimes it would be full so mostly we opted to walk. You literally had to walk the perimeter/through the adults only area to get from our rooms to the bottom. Seemed like very poor design of the resort. Why not just have half the resort be the adults only area and half the resort be the family area and not make the family area hike the whole facility. We reached out to the facility via phone, via email, booking message to let them know that we were 3 families with 4 rooms about a month before our stay and a request to have us stay near each other. Never got a response via any way. When we got there the response was no you're not staying near each other, and its a request not a guarantee we cant help you. I totally understand its not guaranteed but with no response whatsoever and no sympathy on arriving it certainly doesnt feel they tried. Reservations at restuarant: extremely difficult to come back, app is very finicky and restaurants open and close on a whim. We were recommended by staff to make reservations ahead of time, which we did, and 2 of those reservations were cancelled on us because they closed the restaurants that day. When it happened to the restaurant we were most looking forward to we were told we could go down to guest services at the main meeting place so they could help us (a 10 minute walk) when we got there we were told we had to make the reservations via the app and they couldnt help. Seems like every usable inch of the resort is occupied by some building.

The quantity of things included in the price of the stay is quite impressive. Pools were very nice, each one had a swim-up or poolside bar. 2 of the family pools had water slides for the kids. Had a beautiful beach with plenty of seating. Buffet had tons of food options, something for literally everyone. Room service available for free basically from the time you wakeup til you go to bed, not sure until when exactly but at least 1 AM. Rooms were well-cleaned, huge plenty of room for our family of 4, nice free minibar in the room. Best dishes of the week were the Molcajete from the Mexican restaurant, the Picaña from the Brazilian and the Chicken Curry from the Asian restaurant. Seek and go transportation services onsite were awesomely convenient. Highly recommend to get to Xcaret, dont get ripped off buying from Xcaret direct. Shows were actually awesome for being included in the all inclusive price.

Stayed in May 2025

There was no availability of the room type Hacienda One Bedroom Suite for whole 8 nights of our stay. Thus I had to take Select Superior (2 Adults - Adults Only) room type for the last 3 nights. The dark and dated room on the ground floor that was initially provided to us left much to be desired to tell the least. The shower didn't have hot water, the phone to reach the reception was not working... I had to run back and forth from the room to the guest services to get help. It was upsetting as it was our second reservation with the property. The staff knew that I was with the elderly Mom who lacked mobility. It took 3.5 hours for us to finally pay for the upgrade and to get to the other room.

The staff who was available at the beach in adults only section gracefully provided us with the restaurants reservation. We were unable to place it online on the date of the arrival as there were no availability because of St. Valentine's Day. The property organized the huge souvenir market event. There were tents with all kind of staff: t-shirts, jewelry, cups, lamps... It was so festive and special! Credit cards were accepted at each tent.

Stayed in February 2025

Hotel description did not detail the different levels of wrist bands / room type. Booked a blue level which limited the pools & beach areas that could be used, also the bars. Drinks selection limited, only Ballantines whisky (not a popular type) finished drinking local brandy from 1/2pt plastic glass. 4 days no butter available at breakfast Botched previous repair to balcony door, with 3" wood screws used on plastic door - torn a shirt apart

Stayed in February 2025

The all inclusive on here only included very minimal drinks . They said we had to upgrade our package to get alcohol.

The property is right one the beach. Easy access to the water

Stayed in December 2024

The quality of the Bar, also there are no healthy options for kids like smoothies with REAL fruits.

The rooms are good, also the food is good.

Stayed in January 2025

Not worth the money

It was clean

Stayed in November 2024

The donkey and Cow stuck in a pen. Although they looked well fed and cared for maybe they belong in a animal sanctuary with other animals. the rooms need a face lift, more brighter especially in the bathroom.

most beautiful beach. lush green grounds. helpful staff. best food of all the All the all inclusive I've been to.

Stayed in October 2024

The food was average

Staff was nice.

Stayed in October 2024

The food was average.

The pools.

Stayed in October 2024

Unfortunatelly, lines for checkin could take at least one hour and check out is not very easy. Food is just ok. No surprises. The "french" restaurant is really bad.

The best in Sandos is not responsability from the hotel, is was made by God, Is one of the most beautiful blue beaches I ever saw. If you look for a nice beach that's the best location in the Caribbean sea.

Stayed in August 2024

It’s a big hotel, so expect to walk a lot (10+ min between our room and the beach). We liked the walk, but it’s not for everyone. It’s mass tourism, which led to meals and drinks being average at best (with the exception other the French restaurant). Avoid if you suffer from food allergies. We needed gluten and dairy free foods which reduced food options to omelettes, rice, chicken and fruit for the week.

The beach is stunning, the staff friendly and it was very clean and comfortable. Great selection of pools and activities.

Stayed in August 2024

Check in and check out were really poorly organised. There is a total lack of management and communication. Make sure you've paid everything or you will have to join a long queue just to leave. For some reason I wasn't charged the tourist eco tax on check in so had to queue to pay it on leaving. Lack of staff at some bars resulting in long waits. Predominantly Spanish speaking guests (this isn't a negative, just an observation), we were hoping for more English speaking kids for our kids to make friends with in the few days we were there. The water slides seem much smaller than in the photos.

Beautiful beach, good pools, food was good quality. This was our first all inclusive and we stayed here for three nights. Good gym. Comfortable rooms. Like having a small pool and hot tub by the hacienda rooms.

Stayed in August 2024

The room ac was terrible , there’s no hot water in the shower barely but it did feel good considering it’s so hot , the water provided in the room was terrible , the buffet was good but they put food out for breakfast that should really be out for lunch then come lunch it’s not out , the main problem was the pools minus the small adult only elite pool , the pools were so dirty in so many spots , scum floating , I was there for two weeks and in two I was the only person to use the pool skimmer ! Only saw them one time actually vacuuming the pool.

Very nice layout , the Italian restaurant was the best one on the property. I love that they had options, I loved all the daily activities and shows set up . Everyone was so nice !

Stayed in May 2024

Whilst the size of the resort is something to be admired to a degree, being so big, there's no "easy" way to get around. The shuttle buses are 15 mins apart (no issues there), however, given the large amount of guests you can quite often not get on and you have to wait for another. Walking the long distance down to the aqua park or beach can be tricky with young children being so hot (depending on where your room is) The restaurants are lovely, however, we were unable to get a booking for some of them even though we tried to organise it the day we checked in. Without a booking you can't go to some restaurants which leaves the buffet, however, on a big trip, buffets become a bit repetitive after a while. Swim up bars/ bars at pools - there were never enough staff at any point in our day. We would wait 15 mins or more everytime for a drink, which for an all inclusive is frustrating. (Comparing to the resort we were at before sandos- also a huge resort and we would be served nearly instantly at any bar) The doors on the rooms didn't keep out any noise unfortunately. Our room was on a walk way and we heard every person very loudly walking past at all hours (morning or night) whilst that's not the hotels fault, it's something to consider as we had a young baby that was woken a few times by loud people on the way to their rooms from the bar. Children - you are required to pay for children from 2 years old at approx 90USD per day, however, they can't do anything. They are unable to use the kids club for any activities being that they are under 4yo. I asked upon check in if my husband or I could use the slides with our 2yo and was told "of course" but when I attempted to, the lifeguard gave a strict no which was disappointing because our baby was too small to go down herself. Felt a bit much to be charged such a high rate for food only when they can't use other equipment as such.

Overall the resort is very beautiful. Rooms are clean and tidy and very spacious. Shuttles run every 15 mins and there is also a walking route to the beach. The restaurants are very beautiful and all gardens are all well maintained. The buffet options are incredible. Beautiful fresh foods with a very wide selection for breakfast lunch and dinner. The price of the hotel overall was great for what you get plus being all inclusive. The beach is stunning, plenty of chairs by the beach and pool areas. The amount of pools to swim in is great! The hospitality desk for tours and transfers is very helpful! We did 2 tours from here and they were both wonderful. (Tulum tour and chichen itza deluxe)

Stayed in May 2024

Dated hotel which could do with some updating especially in the rooms. The A la crate restaurants aren’t great and we tried them all. I would recommend the Italian but the rest aren’t worth booking. Buffet is ‘okay’ but as with most buffets it can feel a bit repetitive.

Beach is beautiful and infinity pool by the beach is great. One bedroom apartment is great for young families. Location is great, 10 min walk to local shops in Playa Car and 5 min taxi ride to 5th Avenue is Playa del Carmen. Cupcake shop is great too.

Stayed in April 2024

Waiting for the shuttle especially when there were many tourists trying to get on. It seemed like there were too many features that were not accessible, such as private stores, private pools and private clubs.

Staff were very courteous and helpful. Even if they did not speak English they tried hard to communicate. There was hardly any line-up to get meals. The resort was also very accommodating such as changing times to travel to the airport.

Stayed in March 2024

Our room smelled of mould, and never got stocked

Activity staff was great

Stayed in March 2024

Definitely not a 5-star resort. Many staff were apathetic and treated the customers as though their requests (i.e. a drink at the pool bar, getting a towel) were too much trouble. A handful were very helpful but the majority were not. The guest service staff were always trying to sell you something when you ask for their assistance. Difficult to book in for dinner in their restaurants, would be more appropriate to only allow pre-bookings for restaurants following check-in not before arrival. Pool areas not cleared of empty glasses quickly enough meaning a huge build-up of glasses around the pool area.

Great Location and private beach. Different options for adults only and those with children in terms of pool areas.

Stayed in January 2024

The live, interactive preshows are too long. 15 minutes would be better than half an hour.

We love how the adult areas are close together, close to the buffet, and close to the entertainment , so there was no need to take a tram everywhere.

Stayed in December 2023

The food for the buffet

Ok so far

Stayed in October 2023

Smells at the festive - international buffet entrance

Good options

Stayed in October 2023