Sandos Cancun Luxury Resort

Just returned from Sandos a few days ago. It was fine overall but nothing over the top. I would not class this resort as 5 Star. The Good: Beds were comfortable with good pillows. The rooms were big and a nice closet as well with Safe. The TV was a good size. The AC worked well in our room. The staff were very nice and professional. Frattini Restaurant was very good. The buffet was good as well. The beach was quite clean with the Sargasso being cleaned daily. Not So Good: -The towel / lounger game was in full force. It was ridiculous how loungers by the pool would sit all day with a towel. Nobody ever came. That needs to be rectified - not acceptable. -The pools were not heated and they were quite cold -We booked a Cabana for $80 US per day to get a seat by the main pool. -The Italian restaurant was not good at all. Food quality was poor -Two elevators for the whole building - very slow we took the stairs often -St. Trop the food service is very slow from what we were told and observed -The patio doors in our room were difficult to close sticking and grinding -The power receptacles in our room were so worn out, our plugs pretty much fell out. -The lamps barely worked and were damaged. -There was a wedding that went past three AM on the outdoor space and it was loud. -Only the Elite rooms face the ocean. We had side view that looked at a closed down resort. -Staff really cater to the Elite Ultra black wrist band clientele. It's very apparent. Our stay was just Ok. Nothing that made us say Wow we'll be back. We won't be back there is better choices out there.

Thank you so much for a delicious dinner. Manager Donna made sure we were treated to a lovely place to enjoy our meal but the real hero was Jesus and his associate Gabriel. Jesus went above and beyond to make sure our meal was everything we could have hoped for and more. Even bringing us a special dessert - just because life is worth celebrating! Thank you Jesus. You were AMAZING and made our final night the best one of the trip! Meant SO much to us.

The fact that this resort is listed as 5 star luxury is actually incredibly misleading to travellers and should be listed as a 3.5 star at best. As someone who has stayed a true 5 star luxury resort, if I had spent any more money to be here, I’d be outraged instead of just disappointed. The staff is overall very nice and friendly. I can’t say much bad about the actual staff, although there were a few minor things we were not happy with in regard to the staff. The building itself is not in good condition. None of the elevators work properly, missing buttons even. The rooms are so outdated, not overly clean and in poor, run down condition. Rust all over the place, black mould in the bathroom and some sort of mould in the AC unit that we are positive has caused us to be incredibly sick. The wood is rotting on the door frames, and you could see various repairs on the main room door. The TV did not actually have internet access if you wanted to stream your own apps (which would have been great since I spent an entire day very ill in the room). The pool has missing tiles and is run down, the AC is dripping water in the main lobby bar with a towel on the floor for it, giving it a very ghetto vibe. A-lot of the furniture is very worn and abused. The food and drinks are the worse we have ever had with a few exceptions. The fish tacos at St Trop and the beef short rib at Frantinis was good. The Asian night at the buffet was straight awful, you could see plate after plate still full being taken away from tables. The food overall was mediocre at best. The buffet hall was always warm, making it uncomfortable to eat. They didn’t consistently replace dishes that ran out so if you don’t go early at the start of service, you’ll miss anything decent. They had an option sometimes to have a chef make a dish of whatever cuisine and you’re expected to tip them…on top of tipping the server. The drinks were pretty terrible. Low grade liquor, no consistency in how they are made, most of the bartenders didn’t know how to make anything except a margarita but wouldn’t tell you they didn’t know so you’d get some weird version of a drink you asked for. The only place that made good drinks was St Trop. The elite membership. This is something that is not clear when you book here. It’s advertised with all the restaurants but if you’re a peasant without elite you can’t have breakfast at St Trop (making the buffet slop the only option) and priority for all the restaurants goes to elite members. They made us wait two hours to get into frantinis and only after one of the other guests complained did they let us in. Then I waited over 20 minutes for a drink, had finished my meal and just left without it. Good luck getting a lounger at the pool. There’s no control over people getting up and holding chairs, even though they aren’t there and there’s not nearly enough loungers for the amount of guests. We only got one on our last day, the worst weather day we had. They told us it was $200USD to rent a cabana (at the concierge) but we didn’t fact check that (typical cost is $50USD so if it really is $200 that is INSANE and if not, then we were lied to try and sit through their sales pitch to be an elite member). The pool parties are okay but definitely not for an older crowd if over sexualized dancers is not your thing. It was also very repetitive, just like their nightclub. Same boring thing with a different lipstick every day and night.

Jesus and Gabriel were excellent servers. Very attentive!! The restaurant has a great menu and a nice vibe. And the food was DELICIOUS!

Overall experience was okay definitely go to the hibachi dinner as often as you can during your stay that was the best experience however we were promised a gift for my wife and I for our special occasion that never came we were offered a sales pitch to experience the black wristband upgrade for the luxury stay and to view the luxury suite with a salesperson that person was horrible did not seem interested to want to sit with us and was not helpful when requesting certain amenities throughout the 90 minutes that we would have to be with them in order to earn a free tour we ended the sales pitch early, he then stood up from the lunch table through his napkin in the chair in anger and walked away then we complained to management in which they did nothing except empty promises and gave me homework to write a complaint while I'm trying to celebrate a special occasion with my family, gave the written complaint back to management in which they again did nothing the next day we decided to sleep in order room service that never arrived after 2 hours... I tried to express my concern about our room service not arriving to the same management person and he cut me off and said "JUST RELAX AND ENJOY" which I perceived him saying to me "just shut up" right or wrong that's how it made me feel... the buffet staff more often than not would ignore us when we sat down and would never want to refill our drinks... Then every time we went to try to relax by the Surfside you lay down try to take a nap enjoy the Sun get a tan every 5 or 10 minutes you have some random person yelling trying to sell you merchandise over and over again which was very annoying and frustrating... and unfortunately I can't place the blame on the resort, however there was so much seaweed we were almost unable to enjoy being in the water or trying to have a romantic walk Surfside, long story short I would not recommend to anyone.