TripAdvisor Traveler Rating

Franklin did a great job at Bar One! Ask for Lorenzo as your waiter and he will make sure you never have an empty glass. Inka also provides superb service. Head to the spa for an amazing massage from Karem! Wonderful time!!!! Everyone had a great time.

This is a wonderful resort in a prime location on the Cancun strip. It is more of a boutique hotel as opposed to the high-rise ones which abound. -The lobby and the staff are welcoming and very helpful. We negotiated a better room with a balcony and we’re glad of it. -The view was incredible. The bed was very comfortable and the finishings lovely. -They are very prompt to bring you whatever you need to your room & you can make dinner reservations on the app via the QR code . (24 hr. room service) -Pools are generous of size, but only one is really heated to an acceptable level. (Lowest one). Music is quite loud around the lower 2 pools. -But I have to mention the wonderful live talent they offer (pool area) each afternoon in front of the Music kiosk. I was especially impressed by a drummer who infused African drum renditions and conch shell sounds. -Make use of Concierge – Carlos is especially helpful and knowledgeable. He will make it happen for you. -Of course I need to mention that the restaurants are easy to book and the food choices (Italian, International, Tepenyaki & more) are inventive and tasty . The Mex Buffet, which is open most of the day into the late evening, has a wide variety and delivers a constant source of fresh feature dishes, so things don’t get overheated and dry. -the evening shows are very good and feature true Mexican talent. Impressive! -Pool service seems to start around noon and right into the evening. Daniel (beach waiter)is very efficient and makes sure your drinks keep coming throughout the day. Michelle is a great activities director for all of the exercise activities. -Claudia made sure that our stay was extra special by assisting with reservations and getting tables. -This resort draws an international crowd, including from Europe and South America. Never a dull moment!

This was our third and likely final visit to this hotel. Previously, the service and amenities were spot-on, but this time it was clear that the ethos of customer care has changed significantly - not for the better. In general, the hotel looks dated and in need of both maintenance and cosmetic updates. The room was shabby, with peeling paint, a leaking fridge, a bath tub without a functional plug, and linens and towels that were clearly worn - and torn (and this was on the 6th/RE floor!). The RE black band service is no longer in existence, even though it is advertised as a key benefit to RE membership. Food choice and quality have gone down in all the restaurants - we opted to dine out each day. Room service is slow and inconsistent. The RE/black band seating areas are no longer acknowledged. A huge shame, to have travelled from Europe to not enjoy our stay. Until this hotel is upgraded, the staff attitude changes, and the quality of dining is improved, avoid any stays at this hotel!

Me and my boyfriend come to season restaurant for dinner. The food was vary good. The atmosphere in the restaurant is vary nice and romantic.Thanks to Lorenzo for the Amazing service, Vary nice and professional person. We will come back to enjoy the food and the atmosphere.

Unfortunately our third trip to Sandos Cancun was not a charm. We were really excited to enjoy a few days at the end of a group holiday, but that quickly faded. Our check in experience went well, as RE members we thought we would have a room on the 6th floor, but were told it was full. Our room had a great view of the ocean and a partial lagoon view. Our Spa experience was terrible, please read my full review under Spa Del Mar Cancun. There are very few beach beds here, so you need to be prepared to get up at 5:30 am to get one. The first morning we were not even able to get loungers after 8am. There is no longer a Royal Elite bar at the pool, but a cart instead. Only one of the days had a staff member at the cart, so I guess it’s make your own? I have dairy allergies, so I travel with my own vegan cheese and butter. I checked in advance that my items could be used and noted everywhere I was asked that I was allergic to dairy. On our first full day I asked if I could use my cheese on a pizza made poolside, I was told no. Several staff later, including the head chef I was told if I signed a waiver they could use my cheese. The RE concierge Charley offered the waiver, and never came through. He actually avoided us for the remainder of the trip. I wasn’t able to eat any of the food poolside please, which was quite disappointing. On our second night a storm came in and our AC unit was leaking, unfortunately since it was dark we didn’t notice and I took a pretty hard fall on my way to the bathroom. It took over 25 minutes to get first aid to the room. Maintenance and housekeeping were sent to clean up, which was appreciated. There were some highlights, the captain at the Italian restaurant was wonderful, she noted my allergies and let me know what was ok to eat, the service at Fratinnis was excellent. Miguel the bartender on 6 always greets you with a smile and some peanuts! We really enjoyed spending time with him at the bar. Karim in the Spa is exceptional, she is warm, caring and very good at her passion! Enrique our room service waiter was also very nice and shared some Cancun facts with us. Note: if you have food allergies do not trust the menu or food labels as they are not always correct, especially the vegan marked items.