Sandos Cancun Luxury Resort

Dinner at the Italian restaurant was very good, Lorenzo gave us top shelf service, entertaining, very attentive. Magdiel was the chef everything we ate was outstanding!

Pedro at Frattinni’s Italian restaurant was absolutely incredible and charming! Great service both times we went to see him!

An honest review of our two week stay in February at Sandos Cancun. We have a large group (18 plus) that for years have met up at a different resort that is now closed. We are looking for a new resort to make our yearly visit to Cancun. We all like adults only so we hoped Sandos might fit our needs. The rooms while in need of some updating were nice. The air conditioning worked well. We always had hot water. Hydro went off a few times but not for long. One elevator was not working often but only made us wait a few times. The food was hit & miss. The general comment was that it was not hot enough. Japanese was always good. That was the only restaurant that you could make reservations at so unless you arrived when the restaurant opened at 6P, you were risking ever getting in. They allow Royal Elite members to reserve but not the normal paying guest so most were full & your only option is the buffet. Also the restaurant by the pool with nice view only caters to Royal Elite for breakfast. Normal guest is not welcome. The resort really only caters to the Royal Elite members. Way too much. There are maybe 20 lounge chairs around the main pool. And they do not face the ocean that we all come to see. They face the building. The loungers at the top two pool areas are filled with the sound of the generators from the resort next door. The ocean facing cabanas (10 of them) cost anywhere from $50 to $100 a day. Most days went totally empty. Right behind the main pool lounge chairs is another area of cabanas reserved only for the Royal Elite facing the ocean. So the regular paying guest only have the small 20 chair section by the main pool.When busy if you are not up by 6am to get your spot forget it. We came down on our last day at 7a & there wasn't a lounge left in the whole resort. This is a complaint I heard from everyone, not just our group. We found an area to our liking close to Bar 2 where we could look out to the ocean & not hear the ear-splitting speakers by the pools. There is a lot of wasted space & we moved a few lounge chairs to area & were very happy. After a few days Carlos (concierge) came to tell us we were not allowed to bring a lounge chair there. Was not in their Bar 2 plan. Picture attached of huge, wasted area where we were. Carlos was very aggressive & rude said he wanted our room numbers so he could report us. We felt like scolded school children and he could have handled it way better. It was truly ridiculous. We asked to speak with a manager & the night manager eventually arrived. He really could not give any good reason why we could not have a couple of loungers there except to repeat not in Bar 2 plan. When I pointed out there was nowhere for us to sit & pointed out the totally empty cabanas by the pool, his reply was they were a business & needed to make money. Kind of an insult after paying $7000 with flight for our two weeks. They truly make the non- member guest feel not wanted. He also told us to go down to the beach instead. Also' not one lounge chair available there & the non-member guest area is made up of falling apart cabanas & not enough lounge chairs. And there is no shade at all for the lounge chairs if you did get one before 6a. Another concierge lady came by & talked to us & said to make up for our troubles she would reserve our area for us until we left. That lasted one day. After that we had to get up before 6a to get spot even though she kept telling us it had been reserved. When we first arrived in the early morning' the area around Bar 2 was always cleaned. Dirty glasses & towels were always cleaned up by the time we got down by 6a. Partway through nothing was clean. Dirty towels & glasses left everywhere. We had to clean up before we could get our spot. On the second last day we went down to all the seating area which were full of towels etc. We cleaned our area up & continued with our day. Just before noon a man came & said he reserved our spot before 6a with dirty towels. We tried to explain to him that there were no personal items, just dirty towels & glasses like all the other sitting areas. He went & made a complaint, & once again Carlos came to speak to us. Considering this was supposed to be reserved for us it left a bad taste. This resort went to adults only last year, & I think they are still figuring it out. We heard they are trying to advertise as a party destination. Possibly the reason for the blaring speakers that literally hurt your ears. All fit bit watches were going off warning loud noise. They are constantly selling memberships & I think if they squeeze out the normal paying guest more there would be no reason to go there unless you want to buy their timeshare membership. Truly your options at this resort are not great if not a member & you are made to feel less of a guest. The manager Rodrigo at the beginning gave one of us their business cards & said please ask to speak with him with comments etc. We were told he would come to see us & once were told that he had spoken to us but in fact he did not. Shout out to the fabulous staff. All were very nice. Fonzy, Carlos, Fermin, Edwardo & Francy were the absolute best bartenders going. Way better than last year. We also loved Alvaro & all agreed he is wasted in the buffet bar. He is so nice & fun. The front desk people were wonderful. Most staff went out of their way to be helpful. Bottom line is this place has potential but due to some glaring issues we might look elsewhere next year. The timeshare members preferred treatment is way too much.

Pedro, Pedro, Pedro Canul, @ SEASONS, was amazing his customer service was awesome.. He was extremely personable and made us feel as though we were the only ones in the restaurant..he checked on us and seen to it that we weren’t in need of a thing. He even surprised us the last day of our stay with celebrating our daughter’s birthday! Pedro Gets 5STARS SEASONS @ SANDOSRESORT GOOOOOPEDROOOO! Thank you (P.S.) I have a totally different review for the SANDOS RESORT ITSELF

Excellent experience, amazing food and custormer service! I would 100% recomend it.