Ratings based on 1,213 Verified Reviews
4.1 Room cleanliness
3.8 Service & staff
3.7 Room comfort
3.8 Hotel condition
Hotwire Verified Reviews
by A verified traveler
Posted May 21, 2024 on Expedia
The resort is gorgeous, the only complaint I have is that the shuttle takes very long and there should be more stops available.
by A verified traveler
Posted May 21, 2024 on Expedia
It needs more transportation from the room hotel to the restaurant/ beach/ pool and it gets full fast and it takes long to get back to pick up more persons
by A verified traveler
Posted May 19, 2024 on Expedia
All the staff constantly went above and beyond to make sure we were enjoying ourselves.
Samuel took excellent care of us at breakfast each day and Melqui made our pool days the best!
The grounds were beautiful, we really enjoyed all of the animals and vegetation. We had no trouble making dinner reservations each night and enjoyed all the dining options. I would recommend to a friend and would stay again. It was an easy $10 taxi to 5th ave and just an hour from CUN.
by A verified traveler
Posted May 18, 2024 on Expedia
Property was very nice clean food was okay staff was friendly overall nice place
by A verified traveler
Posted May 18, 2024 on Expedia
Our whole family was on this trip (22 ppl) and we all loved and enjoyed it! Raul the bell boy was extremely helpful the entire trip. Angel in the kids club took well care watching over our kids. Endless fun and relaxation
by A verified traveler from Mill Creek
Posted May 16, 2024 on Expedia
by A verified traveler
Posted May 14, 2024 on Expedia
This resort is beautiful but its way to big and theres alot of walking to do.it can get very stressful if you are taking kids.They do have the little golf carts but most of the time theres only one running and its always full if you dont get the chance to get on you do have to wait a good 20 to 30 min for it to come back. Food was by far the worse my whole family got food poisoning the only reservation we made was for the Mexican restaurant and it was not good at all. The service at this resort was horrible specially at the bars they always seem bothered. The main family pool was dirty. Our room was beautiful and very clean. room service would come around everyday to clean it up. To make reservations at the restaurants was nearly impossible. The resort also seemed to be under staff at the restaurant and bars. We were really looking forward for this vacation with our kids and it was a big disappointment.
We will not be coming back.
by A verified traveler from WHITECOURT
Posted May 14, 2024 on Expedia
The hotel didn’t do a good job at cleaning the seaweed up. Properties around cleaned it up several times a day. Lack of transportation during peak hours. The grounds were in need of a good cleaning (under brush was thick with dead debris). The adults only pool had children swimming in it. Lack of nightly entertainment (surrounding hotels had nightly activities we could hear and see from our resort). Crumbling stairs. Pools closed at 8. Says it’s a 5 star resort but is more a 3 star.
Comment from Hotel Management
May 20, 2024 by Ilse Jordan (Web Relations), Hotel Management
Dear Bobi-Jean,We sincerely appreciate you sharing your comments with us. We take every piece of feedback from our guests very seriously, as it helps us identify areas where we can improve to ensure an exceptional experience for everyone.Regarding the concerns raised in your report, we would like to address them in a comprehensive manner:Balcony furnishings: we are very sorry to hear that the balcony furnishings were not in the expected condition during your stay. We strive to keep our facilities in top condition and will take steps to correct this problem immediately.Restaurant Hygiene: Hygiene and food safety are of the utmost importance to us. We will immediately investigate the situation you mentioned and take corrective action as necessary to ensure that the highest standards of hygiene are met in our restaurant.Services and Activities: We appreciate your positive comments about the cleanliness of the beach and the frequency of transportation. We are also delighted that you enjoyed our evening activities and are pleased to inform you that we are working on the development of a new nightclub to further expand the entertainment options for our guests.Pool Hours: We understand your concern regarding the early closing of the pool, however, the safety of our guests is our top priority. We close the pool at 8:00 p.m. for safety reasons when the lifeguards are dismissed. This allows us to ensure a safe environment for all of our visitors.We hope these points address your concerns and look forward to welcoming you back in the future to demonstrate the positive changes we have implemented based on your feedback.Yours sincerely,Ilse Jordan Web RelationsSandos Hotels & Resorts
by A verified traveler
Posted May 13, 2024 on Expedia
by A verified traveler
Posted May 12, 2024 on Expedia
Was a decent property, but our AC went out in middle of trip which was frustrating and we got sick from Buffett
Comment from Hotel Management
May 20, 2024 by Ilse Jordan (Web Relations), Hotel Management
Dear Ashley,We deeply regret the inconvenience you experienced during your stay due to maintenance at our facilities. Also, we are saddened to hear about the health issues you have faced during your time with us, particularly with regard to your buffet experience. It is important to note that on many occasions, dehydration can be a contributing factor in these cases, and not the food.We promise to carefully review the concerns mentioned above and take the necessary actions to ensure a more satisfactory experience in the future. Your comfort and satisfaction are our top priority.We remain at your disposal for any additional questions or assistance you may require.Yours sincerely,Ilse Jordan Web RelationsSandos Hotels & Resorts