TripAdvisor Traveler Rating

The hotel was nice and the food was good but it was the staff that made our visit so nice! Inka in the St Trop cafe and Eddie out by the pool were the nice and most helpful! We loved all the entertainment and activities by the pool! The staff did an excellent job!

This will be a very positive review but it’s going to start a little rough. We booked this resort because it said it was adults only. This was a graduation present for our daughter and we didn’t want a bunch of kids running around and screaming at the pool. We didn’t want babies crying at dinner. We wanted an adult vacation. This resort is NOT adults only. There were kids in the lobby when we arrived and I was so confused. I asked about this and they explained that they are moving in that direction but are allowing kids for now. You can’t advertise this as an adult resort and then allow kids.That’s not ok. That’s false advertising. I felt like it was going to ruin our vacation. I’m expecting an adult only resort not a Disney hotel. When we checked in I decided to upgrade us to a room with a balcony. When we got to the room…there was no balcony, and I had already paid $300 more. We went back down and they found us a room with a balcony, when we got in that room (2nd floor) the view from the balcony was a massive air conditioning unit. You could barely take pictures without seeing this gross AC unit. It wasn’t a relaxing place to sit because you couldn’t enjoy the view. So we ended up paying $300 extra for nothing. I should have asked for another room but I was super annoyed and didn’t. We went and got lunch and the buffet was not good. It was just super “meh”. At this point I’m thinking, “what did we get ourselves into.” Thankfully, everything changed when we went to dinner that night. From dinner until the end of our stay things were great, and it’s ALL because of the staff and the activities. The entire staff is incredible. They are so friendly and accommodating, and fun to be around. I’m going to highlight three people by name. When we got to dinner on our first night our server was Cesar. He introduced himself so we introduced ourselves. He had just been double sat (which is hard to manage) but he was working so fast to attend to everyone and had a smile on his face the whole time. He remembered our names all night (me, my wife, and my daughter), and by the end of dinner I was starting to forget about the initial frustration. He told us the other places he would be serving during the week, and we were lucky enough to have him take care of us two other times. The last time was at the Mexican Fiesta by the beach. EVERY TIME he called us by name and provided INCREDIBLE service. On the last night that he served us I asked if we could take a picture with him so we could remember the person who took such great care of us. Of course he said yes. Cesar made us feel special. He was a big reason we ultimately had a great experience. Person number two came the next morning when a very friendly man named Miguel stopped by to ask if we’d like the room cleaned. We didn’t get it cleaned the first morning, but by day two it needed some attention so when he asked again I said yes that would be great. What sticks out about Miguel is that he is always smiling. When you are that positive it is contagious. When speaking to Miguel I couldn’t help but to be happy because he seemed so happy. When we came back to the room it was SPOTLESS. I was like, “wow this guy really cares about doing a great job”. You can tell he takes pride in his work. I saw him later that day and thanked him. From that point on I looked forward to seeing Miguel each morning. Every time I would greet him and talk to him for a minute. One time he noticed that I had to slam the door to get it to close and he said, “I’ll get that fixed”. By the time we came back to our room our door was fixed! What incredible initiative for him to do that without me even needing to ask him. That is top notch customer service. Every time I saw him he had a smile on his face and made me feel happy. By the end of the week I felt like I wasn’t just leaving the hotel, but was leaving my new friend. I used to travel a lot for my job and have stayed in countless hotels and resorts. I’ve NEVER had an experience like this, where I feel like the person became my friend and actually cared about me, not just about cleaning the room. That is unbelievably rare. I will never forget Miguel. The last person I want to highlight is Eddie who worked in the pool towel area. Eddie was hilarious! I mentioned to him that I couldn’t find any chairs or a cabana and immediately he said, “I JUST had someone tell me they were leaving, I can take care of you.” Eddie always knew what was going on in his area and was always looking for ways to serve the guests. From that moment on I knew Eddie was the man to go to when you were out and around the pool. We joked with each other every day, and I looked forward to seeing him when we went down to the pool. These three stand out, but honestly everyone who works here impacted us in some way. Some other highlights are as follows: The Spa - On one of the days the wind was really bad so we hit the spa for massages and facials. Both services were fantastic. I expected them to be kind of lackluster because it’s a resort, but they were excellent. The Daily Activities - From the poolside activities like organized water polo or water volleyball to the poolside competitions, to great live music by the pool, the activities team really does an incredible job providing a ton of things to do other than just lay by the pool. Evening Events - The evening events really make this place stand out. They were unbelievable. One night was a masquerade ball with live entertainment. And this isn’t cheesy lame stuff by the way, it was really quality. The after party was hoppin. We got a little too crazy this night, lol. Another night was casino night which was a blast. One night was an authentic Mexican fiesta by the beach with live entertainment and games. The events team does an excellent job. It was almost like a cruise ship where you didn’t have to leave the property to get a ton of different experiences. Despite a troublesome start, I would highly recommend Sandos Cancun because the staff and events are so excellent. It’s an all inclusive so the food isn’t ever going to be Thomas Keller level. You’re not coming for that though. You’re coming for endless cocktails and a great time. You get that and more here.

Erik Medina helped make our stay wonderful! He was professional and assisted us when an issue arose during our stay. He was lively, fun and understanding. He is a great asset to Sandos and made us feel understood! He gave us a tour of the restaurant by the beach to eat. This was a great ending to our stay! We will return now!

First the positives, room was nice though I paid an extra $200 when I got there for a suite. Beach was beautiful and pools were decent. Negatives- Buffett was horrible , no variety no flavor, there was no bacon or and meats for breakfast. Drinks were also terrible , service was ok but not like other hotels. Entertainment was so so , not a lot to do activity wise. Spa was ok but did not get the full 80 minutes purchased. All in all not a place I would go back to unfortunately!

The stars of this hotel go out to the workers and the Entertainment crew: Danna, Itzel, Danny, Alex, Carlos, Charley, Fernando, DJ John, and we can't forget A.B. aka The Hype Man (his energy is out of this world) all absolutely amazing!!! They make sure guest are enjoying themselves and are engaged in all activities. Day or night. The pool games were the best part. Bar & Waitstaff: David, Alvaro, Adan, Victor are such sweethearts. Always knew everyone by name and their beverage of choice. I can't remember all the names of the waitstaff who I met, but every encounter was delightful. The resort is on the smaller side, but the grounds are well maintained and I loved the pool and beach area. There is no swim up bar but that did not bother me at all. Servers were around to take orders or you can order your drinks at any bar. There not too many activities to do at night. They have a recreational room down stairs that they turn into a disco some nights. I think an actual disco would of been nice. However, this is a more intimate resort. I would recommend this for families, couples who want to be low key or people who don't like big party resorts. I enjoyed the variety of food selections for breakfast, lunch and dinner at the buffet. Loved the Mimosa bar in the mornings!! There is something for everyone. I enjoyed breakfast looking at the ocean at St. Tropx. I only tried Season's and Lorenzo was my highlight there. Freddy, Ismael, and Andrea always took care of me at breakfast and lunch. Exceptional customer service from all. The service is what stands out at the restaurants. My room, the view and bed I could not ask for anything better. House keeping kept everything well stocked. The Spa: I had a massage from Jessica she gets a 10!! I'm not too picky when I go to an all inclusive and Sandos is just what I needed to relax. Thank you too the entire Sandos Team.