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General policies & fine print
Check-in Policy - Hotel requires cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel does not allow groups of students or spring breakers.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer
to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating7382 reviews
Trip with friends great experience
I Liked the friendlynes of the people from entertainment, love how they take the job seriously and take care of people and get them involve they are always friendly and help you with everything you ask, Stephany Anibal Daniel y Pamela!! The waiters are very nice and attentive to all of are needs and this is our first time here and we are coming back!
Roger was super friendly to us and always made us feel welcomed at this restaurant. We were grateful for the service he provided for us. Cesar was a true comedian, always making us laugh, he even made us a drink that should honestly be added to the drink menu. My family and I named it “The Gran Cesar”. Ricardo, was also super sweet to us, he always had the most friendliest smile! Happy to have come here with my family! ☺️
Epherain at hibachi was fantastic. Gabriel was amazing! Everyone was so accommodating. Everything we needed was provided and then some. Highly recommend for a relaxing time. Beach is beautiful. Pool is perfect.
It was not my first trip at Sandos Cancun and the main reason why I am always coming back are the people that travel to this hotel and the entertainment guys, Stephany, Pam Anibal. Those guys are just fantastic creating connection with the activities they do. Food can certainly be improved Please turn off the freezing air conditioning in the public toilets
Not a 5 Star experience
We have stayed there for 2 Weeks and got a lot of impressions about the hotel Overall, especially for the price you pay it feels not even close to a „real“ 5 Star experience, you feel more like in a 3 star hotel, regarding the points I list next. The trip was not „bad“ but like I sais, for the money we have paid and for the Hotel rating we were just disappointed because we have been in way better 5 Star star all inclusive resorts; Negative: - the hotel is very run down and does not does need some maintenance at several spots (Rooms, Gym, Pool Equipment etc.) Rusty/old spots on different things. I think the hotel was pretty „modern“ in 2007/2008 but now, almost 15 years later it feels outdated. For example the gym has a great variety of cardio equipment, but half of them are not working at all, and the other half has features like youtube or „virtual runs“ which did not work due to no internet connection. - The food is not good! And EVERYONE we talked to (about 8-10 other couples/travelers) have also been very disappointed by the food. Especially for a 5 Star resort, the variety is small and the food just does not taste good. We tried several meals and all the restaurants for 2 weeks and the only thing which were good was the breakfast (most days) and the japanese restaurant. Unfortunately also the fold in promoted restaurants (been in 3 of them with another couple) is just not good. - The hotel is very loud and noisy. Of course we knew, a hotel in cancun is not as quiet as a wellness resort in the mountains, so no complains about the loud music and the events, but the hote room walls and doors are just paper thin. Since rooms have a connection door to the next room, you can hear almost everything from the room next to you or on the hallway. - Wifi is pretty weak, at the pool area you don‘t have internet at all. It did not really bother us since we were here to relax, but for people who are addicted to their phone or want to work/check emails on the pool, it might be negative. Positive: - the pool area is nice, when we have been there it was not very crowded and the hotel is directly at the beautiful beach. So if you just wanna read a good book and enjoy the view over the ocean while driking alcoholic or non-alcoholic drinks, it is a good environment to do this. - We got the best food in the hotel at the japanese restaurant. DANIEL was a very good and friendly chief, and the food was by far the best during our stay. If you visit, definitely eat there. - the workers were mostly nice, especially ERICK who took care of out luggage when we arrived. The service in the bars/restaurant was also good, like I mentioned before, not as good in other countries/hotels, but nothing to complain about. - the hotel and the rooms were very clean. we cannot compain about any area of the hotel where it felt dirty. Also they are taking the cleaning due to covid very serious, even at the pool restaurant we have never sat on a dirty table, they are trying to clean every table directl. I hope you get an impression of our stay in the hotel. Like I mentioned at the beginning, it was not bad, but for a 5 Star hotel it was just disappointing (especially the food). I guess there are just way better hotels for similar money. Unfortunately we would not book here again.