Sandos Cancún — Hotel in Cancún

So we upgraded and that was worth it the bed was comfy the room beautiful. The roof was kind of leaking tho one night by the air conditioner when it was raining heavy but it went away so I never bothered to do anything about it but the upgrade was definitely worth it and perfect for 3 people they gave us a cot and it was good.

If it’s a short term stay or you’ll be spending a lot of time in cancun or travelling the area your fine but honestly in comparison to the other places I’ve stayed it was not as nice (the room was but other things (food) not so much). It’s also a good location but some of the staff seemed unhappy which I found a little unsettling as I do want to support resorts that treat their staff well so that’s always a concern of mine.

We had some really weird experiences with the food and drinks here. The food at the buffet was odd for a Mexican resort like no fresh fruit (this is one of the reasons I love travelling to Mexico is their fruit cuz ours is not very fresh in my country) so I was kinda dissapointed about that. Also the meals didn’t match at the buffet there was one day it was good but the rest of the days they had really random food that didn’t pair well together. They didn’t have much in general like no nachos, or avocado at the buffet but I mean the price was a lot cheaper so you do get what you pay for, so keep that in mind when booking here. If you’re not picky about food you’ll be fine, if ur a foodie, u might want to consider a different resort (puerto Vallarta has amazing food). One of the nights for example we had pasta at the Italian restaurant, mine and my friends chicken parm was good but my friend was served something inedible for her main, it was also tiny in portion compared to the chicken parm. It was like a couple noodles in lemon and butter but not in an appetizing way at all. We tried it and thought it was bad so obviously we were like can we get our friend something else because that’s not enough so she got a chicken parm too and was fine but like we couldn’t believe we were served something like that as a main along side two normal main lol. I must say though Pedro was amazing he was a really great waiter at a couple of the restaurants so we did appreciate him. It wasn’t all bad though the restaurant by the beach is probably the best I did enjoy my meals there. We also got strangely ill off the tequila so just be careful with that. If you’re coming for like a special event or wedding or honey moon I honestly wouldn’t recommend it. It’s not like an actual 5 star hotel. Some staff is fantastic but some of them were rude. They also do go around asking for 5 star reviews at the beach so the reviews are hyper inflated. I just wanted to give an honest review so people are aware since there are a few fake ones. Also the hotel beside does take away the sun which sucks too if it’s not super hot.

Overall if ur looking for luxury I wouldn’t recommend but if u just wanna chill and ur not picky about the food or you don’t drink alcohol it’s totally fine. It’s also not a party resort like the rio it’s more laid back I didn’t meet many young people so if you’re going there for that u might want to do a different one too. It was more of an older laid back crowd but I must say I still had a really nice time regardless of the food being a bit disappointing...

We are not sure how this hotel is rated 5 star We will not be coming back to this resort in Cancun.

While we have enjoyed previous experiences at other Sandos properties, our stay in Cancun fell considerably short of the five-star standard we expected and experienced elsewhere. This review is based on several key areas requiring attention:

Accommodation: The rooms are outdated and in need of substantial cosmetic improvements. The paint is chipped, the floors are dull, and the overall condition does not reflect a luxury five-star establishment. The beds are uncomfortable and worn, and the linens were not changed daily, resulting in an unacceptable level of sand in the bedding. We even resorted to changing our own sheets. The bathroom fixtures are problematic; the shower retains standing water, and the toilet emits an unpleasant odor when the seat is left up. Further, the lack of a water dispenser in the room, coupled with unreliable room service for water refills, is simply not acceptable for a resort of this purported caliber. The malfunctioning coffee maker added to the list of inconveniences.

Dining: The advertised variety of restaurants is misleading. The requirement of prior reservations for specialty dining options (Hibachi, steak, and Italian) severely limits guest choices, frequently resulting in being relegated to the buffet. The buffet itself lacked essential items, like guacamole and mango, requiring repeated requests to obtain them. The inconsistency in the provision of guacamole, even when promised on the room service menu, is unprofessional. While lunch options were adequate (the fish tacos being a highlight), the lack of a dedicated coffee shop or dessert shop, a feature present at other Sandos locations, was a noticeable omission. The quality of desserts also requires improvement.

Resort Facilities and Location: The resort’s exterior, including the paint and flooring, exhibits significant signs of neglect and requires extensive refurbishment. The location is far removed from the main attractions, necessitating expensive taxi rides ($40 roundtrip) for even basic excursions. This isolation is particularly inconvenient for accessing ports and other points of interest. While the beach itself is swimmable, the high waves make it difficult. The pools, while adequate, are heavily shaded by midday, limiting sunbathing opportunities.

Service: Our experience with room service and water refills was extremely frustrating, with calls often resulting in being placed on hold and then disconnected. We found the poolside drinks to be subpar, and the only consistently good bar was located in the lobby. Basic mixology skills, such as preparing a classic Mango Tango, were lacking as they didn’t carry Tajan. I thought all the Sandos resorts would be consistent with drinks but they are not.

In summary, our stay fell far short of expectations and did not meet the standards associated with a five-star Sandos resort. We strongly recommend considering a refundable booking option before committing to a stay at this property. The significant discrepancies between this resort and others in the Sandos chain warrant a thorough review of its rating and...

I am not sure where all the high reviews are coming from. I can only assume they were paid to change their reviews or they are all bot reviews. This hotel may look good in the lobby but that's where it ends. The 3 pools are horrible. There is no swim up bar or any real bar close to them. They restaurant close to the pool where you can get alcohol doesn't allow wet clothes, so you can't just hop out and grab another drink. They had a cart next to the pool, and no one was stationing it all day. Then we went to the "closest bar" Bar Two which is out of the way and In an area that is completely dilapidated. The drinks were horrible and tasted like dirty water, I got a little sick feeling from the. For entertainment they had water acrobatics, like literal water acrobatics and a guy with a bubble gun. This place feels like a bargain bin resort. Avoid it at all cost. We sunk 5 grand into this place and couldn't even eat at thr buffet, the selection was so bad. No salads or sides to have with the meat, nothing. We had to order room service off the QR code and couldn't even sign in until we complained at the front desk, which the front desk said yeah that QR code doesnt work and ordered us our food. It's not the staffs fault they were great, and super friendly, it made me feel bad even talking about it because I'm not that person but this place was something else. 3 restaurants, good food, good service, no complaints there but the buffet is unedible. By day 2 I was looking for another resort. I've been to 8 resorts and this was by far the biggest mistake I ever made. There are hardly any chairs around the pool and we asked for more to be brought out but they dont have any. Then there are cabanas but if you arent there by 7 or 8 you will lose it. So we put oir towels there and went for breakfast and a shower, came back and someone took it nearly casuing a fight. Not really what I expect from a so called 5 Star resort. The pool was dirty and small. There are a ton of good reviews, saying this place is a party resort blah blah blah. It represented a retirement community when I was there in April 2025. I can't say this enough...do not go there. The more I read the reviews on here they have to be bots. Terrible terrible resort. Please pay attention to this review and do not spend your hard earned money going here you will be thoroughly disappointed and starving. I left the resort after 2 days and went down the road and had a great experience. We applied for a refund of our 5 other days that we paid for, but the resort decided not to give the refund. To me, they stole our money and ruined...