Free minibar, in-room safe, desk, laptop workspace

Reviews of Select Club at Sandos Playacar All Inclusive - Adults Only Area

4 out of 5
Select Club at Sandos Playacar All Inclusive - Adults Only Area
Paseo Xaman-ha Lote 1, Mza 1 Fracc. Playacar, Playa del Carmen, QROO

Reviews

7.8

Good

Rating 10 - Excellent. 375 out of 1000 reviews" "
Rating 8 - Good. 332 out of 1000 reviews" "
Rating 6 - Okay. 149 out of 1000 reviews" "
Rating 4 - Poor. 92 out of 1000 reviews" "
Rating 2 - Terrible. 52 out of 1000 reviews" "

8.4/10

Cleanliness

8.4/10

Staff & service

7.6/10

Amenities

8.0/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

neil

Travelled with partner
Beach
Stayed 7 nights in Feb 2024
Response from Ilse Jordan (Web Relations) on Mar 7, 2024
Estimado Neil, Muchas gracias por darnos la oportunidad de darle la bienvenida en nuestro pequeño paraíso.Esperaremos ansiosos su regreso!!!Ilse Jordan, Web RelationsSandos Playacar

10/10 Excellent

Kelly

Stayed 7 nights in Feb 2024
Response from Ilse Jordan (Web Relations) on Mar 26, 2024
Dear Kelly,First of all, thank you for choosing our little paradise for your Mexican holidays!We look forward to welcome you back and give you another unforgettable lifetime experience.Kind Regards,Ilse Jordan Web RelationsSandos Playacar

10/10 Excellent

Anita

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Jan 2024
Response from Ilse Jordan (Web Relations) on Jan 21, 2024
Dear Anita,On behalf of the Sandos Playacar family, we thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes, Ilse Jordan, Web Relations.

10/10 Excellent

Joseph Louis

Liked: Cleanliness
Response from Ilse Jordan (Web Relations) on Jan 21, 2024
Dear Joseph,We would like to thank you for taking the time to write such a nice review about your recent stay at Sandos Playacar.We are glad that your experience with us was pleasant and to have read that you really enjoy our stay with us. We will be hoping for your return soon so you can enjoy our services again.Sincerely, Ilse Jordan, Web Relations.

8/10 Good

Inessa, encino

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Stayed 8 nights in Dec 2023
Response from Ilse Jordan (Web Relations) on Jan 21, 2024
Dear Inessa,We would like to thank you for taking the time to write such a nice review about your recent stay at Sandos Playacar.We are glad that your experience with us was pleasant and to have read that you really enjoy our stay with us. We will be hoping for your return soon so you can enjoy our services again.Sincerely, Ilse Jordan, Web Relations.

4/10 Poor

Ryan

Travelled with partner
Disliked: Property conditions & facilities
The rooms really needs to refreshing. When I arrived to my room after checking in i noticed the handle to my first floor patio door was broken. The door could not be locked when left me feeling unsecure. When I called to the front desk I was told maintanence would arrive within 30 minutes to fix the door. Two hours later and after noone arrived I was had to walk back to main lobby to speak to a manager Luis who was great to deal with about the issue. He had someone to the room within the 30 minutes of speaking with me. They did not replace the handle, all they did was find a screw that would fit for the handle that would at least allow it to lock. Also there was an issue with the electrical breaker panel in the room. Something in the room caused the breaker to trip and would not reset. Again I called to get maintanence to the room to take care of the issue. It took them 45 minutes to get to the room but i had to leave while they were checking out the issue becasue of dinner reservations I made off the resort. Thankfully that was corrected when I returned. Due to these issues i request a change of room. The room i changed to was a second floor room but also had the patio handle broken. The food on the resort was quite bad especially the buffet. Luckily there was an omelett making station at the breakfast buffet in the lobby building for breakfast but I was to go off the resort for every other meal. We paid for an adults only area but it certainly was not an adults only area.
Response from Ilse Jordan (Web Relations) on Jan 21, 2024
Dear Ryan,Please accept our apologies for not living up to your expectations and thank you so much for the taking the time to write this review as it give us the opportunity to improve and we will take the proper measures to avoid this situation in the future.Sincerely, Ilse Jordan, Web Relations.

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Ilse Jordan (Web Relations) on Jan 4, 2024
Dear Jennifer,I would like to thank you for posting this kind review, and sharing the wonderful experience you had during your stay. It is wonderful to know that you felt welcomed by us and that your experience was a pleasant one.Please be sure that we would be happy to communicate your words to our Sandist We hope to have the honor of serving you in the future. Best regards, llse Jordan Web Relations

4/10 Poor

Bruce

Travelled with partner
We paid extra for adults only. Here is the issue there is not really an adults-only area at Sandos. If I wanted to go on a family vacation, this is a good place, but to say adults-only is a stretch. The only quiet place was the adults-only area on the beach. The restaurants etc are not only for adults. Trying to enjoy a romantic dinner with kids running around the table beside you does not work. And kids were screaming in the room next to us for a few days. The management staff is terrible. We paid for a balcony and got a corner room with a small balcony surrounded by bushes on the first floor. We asked to change rooms and were told we could and should wait for another King to be available with a balcony the next day. We packed our bags, waited, and were given the EXACT SAME ROOM, a corner with no real balcony covered by bushes. So we stayed in our original room but lost a day for no reason. And then the manager would not speak to us, and the staff were rude. So we were resigne to having a room with no balcony, which we wanted because my wife had to work remotely. Here are the pros: the general staff on the grounds are very friendly. The food is excellent. The WiFi is good, and you can work remotely if needed. The grounds are unique, with lots of wildlife. The coffee from the Cupcake Cafe is great! We won't be going back to Sandos. If you want a nice family vacation or have a timeshare there, you will probably be OK. For a romantic adults-only vibe, I'd pass.
Stayed 10 nights in Dec 2023
Response from Ilse Jordan (Web Relations) on Dec 25, 2023
Dear [customer name],First of all, we would like to apologize for any inconvenience you may have experienced during your stay at our hotel.We have read your review carefully and understand that many of the things you mention are valid. However, we would like to clarify a few points.It is true that we are not an adults-only resort. In addition to the Select Club, our "Adults Only" section has an exclusive oceanfront pool, private beach areas and two VIP bars. Our all-inclusive resort is also comprised of the Family Section and the Royal Elite Hacienda Section, making it a sectional hotel.You may have formed a misconception of a 100% adults-only hotel. That is why our name includes "by Sandos", which is a hotel brand that offers a variety of options for families, couples and groups of friends.We are sorry for the misunderstanding and hope that next time you will be able to enjoy your stay with us much better.We hope you have the opportunity to visit us again in the future. We will be working to improve our service and provide you with a more satisfying experience.Yours sincerely,ilse Jordanweb Relations

10/10 Excellent

James Dailey

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Awesome !!!
Stayed 7 nights in Dec 2023
Response from Ilse Jordan (Web Relations) on Dec 17, 2023
Dear James,First of all, thank you for choosing our little paradise for your Mexican holidays!We look forward to welcome you back and give you another unforgettable lifetime experience.Kind Regards,Ilse Jordan Web RelationsSandos Playacar

10/10 Excellent

Anthony

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 7 nights in Dec 2023
Response from Ilse Jordan (Web Relations) on Dec 11, 2023
Estimado Anthony, Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente. Ilse Jordan, Web RelationsSandos Playacar

8/10 Good

lila, Racine

Stayed 3 nights in Dec 2023
Response from Ilse Jordan (Web Relations) on Dec 11, 2023
Estimada Lila, Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente. Ilse Jordan, Web RelationsSandos Playacar

6/10 Okay

Stephen

Travelled with partner
Liked: Staff & service
Disliked: Amenities
Grounds were nice Staff was very friendly However this is our 10th trip to Mexico and by far the worst food we have ever experienced:)
Stayed 13 nights in Nov 2023
Response from Ilse Jordan (Web Relations) on Dec 11, 2023
Dear Stephen,First of all we would like to take this opportunity to thank you for sharing your comments with us. It is thanks to your opinion as well as the other guests’ that we can keep growing as a companyWe are deeply sorry to hear that you did not enjoy your experience at our hotel to the fullest, as we strive every day to make every stay unforgettable. We have reviewed your comments in detail, along with our teams and department heads, and would like to assure you that all your concerns will be addressed.We also regret that our dining experience did not meet your expectations, mainly because the quality and diversity of our culinary offerings is one of our strengths. We take your comments about our food very seriously, because we want our restaurants to continue to be of a very memorable dining experience for our guests.Once again, thank you very much for choosing our hotel on this occasion; we hope to have the opportunity to serve you again in the near future.Kindest Wishes, Ilse Jordan, Web Relations.,

8/10 Good

Christopher

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Nov 2023
Response from Ilse Jordan (Web Relations) on Dec 11, 2023
Estimado Christopher, Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente. Ilse Jordan, Web RelationsSandos Playacar

6/10 Okay

Rebekah

Travelled with group
Liked: Staff & service
The grounds of this resort are beautiful. It's a massive property full of tropical jungle and the beach is spectacular. The rooms are dated and the food is average. But the beach makes up for it.
Stayed 6 nights in Nov 2023
Response from Ilse Jordan (Web Relations) on Dec 3, 2023
Dear Rebekah,We would like to thank you for taking the time to share your recent experience at Sandos Playacar.We would like to extend an apology for any inconvenience that may have arisen during your stay, rest assured that your highlights will be taken into consideration and immediate proactive action will be taken in order to provide a better experience for your and to future guests.We will continue follow up these inconvenience, thank you for giving us the opportunity to approach to you.Sincerely, Ilse Jordan, Web Relations

4/10 Poor

Alan Heriberto de la Garza, Lathrop

Travelled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
First room was awful, bathroom not working, noise from A/C, we requested to change, then, the new room was full of mosquitos, the trim was old and bad maintained, shower ceiling was falling off, grouts were dirty, door had missing screw, floor broken
Stayed 5 nights in Nov 2023
Response from Ilse Jordan (Web Relations) on Dec 3, 2023
Dear Alan, We are sorry to read in your review that our hotel did not live up to your expectations. We understand that you had problems with both rooms you were assigned, and we are terribly sorry for that. We want to assure you that we are committed to providing a high quality experience to all of our guests, and we never want anyone to be disappointed with their stay at our hotel. We are also reviewing our customer service processes to ensure that guests receive the proper attention when they file complaints. We are very sorry that we were unable to meet your expectations, we hope you can give us another chance to show you that our main goal is to create unforgettable experiences and provide the best service possible. Best regards, Ilse Jordan Web Relations

10/10 Excellent

Trendafil, Dallas

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We spent a week at Sandos and everything went perfectly. Adults only part is close to the beach and other amenities. There is a golf cart transportation if you want to go around.
Stayed 7 nights in Nov 2023
Response from Ilse Jordan (Web Relations) on Nov 21, 2023
Dear Trendafil ,We are glad to know that you have spent a nice vacation in our hotel, we thank you for choosing us.Best regards!Ilse Jordan Web RelationsSandos Playacar

10/10 Excellent

Lyana

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice clean beach at this clean and spacious resort. The room was clean . The food was good and the service was great. Quiet for us which is what we like and entertainment every evening. Appreciated the drinking water in room.
Stayed 4 nights in Nov 2023
Response from Ilse Jordan (Web Relations) on Nov 21, 2023
Dear Lyana,First of all, thank you for choosing our little paradise for your Mexican holidays!We look forward to welcome you back and give you another unforgettable lifetime experience.Kind Regards,Ilse Jordan Web RelationsSandos Playacar

10/10 Excellent

Rose

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort was very nice. We loved our vip room with ocean view very beautiful.
Stayed 8 nights in Oct 2023
Response from Ilse Jordan (Web Relations) on Nov 5, 2023
Dear Rose:We are happy to know that you completely enjoyed your holidays at the resort.We are looking forward to your next visit to spend here another memorable holiday.Best regards,Ilse Jordan Web RelationsSandos Playacar

6/10 Okay

Anna Lee

Travelled with group
Liked: Cleanliness, staff & service
It was hard to get into the restaurants. It took us three nights to even be able to get a reservation.
Stayed 7 nights in Oct 2023
Response from Ilse Jordan (Web Relations) on Oct 24, 2023
Dear Anna,On behalf of the Sandos Playacar family, we thank you for commenting about the experiences lived while in our hotel. Regarding reservations at our restaurants, we understand your frustration. We have multiple restaurants in our facilities, but due to high demand and to ensure quality service, seating is designed for smaller groups of up to 6 people together. In addition, we set a maximum limit of 20 people per time slot to ensure that we can provide optimal service and maintain reasonable wait times for food.We understand that this policy may have hindered your attempts to make reservations at our restaurants. We appreciate your feedback and will evaluate our reservation system to make improvements and ensure it is more accessible and convenient for our guests in the future.Again, we appreciate your feedback and encourage you to provide us with any additional information you may have, Thanks for your time. Rest assured that we will give the utmost consideration to your constructive criticisms. Kindest Wishes, Ilse Jordan, Web Relations.

8/10 Good

Yosselin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Oct 2023
Response from Ilse Jordan (Web Relations) on Oct 20, 2023
Estimada Yosselin,Agradecemos mucho sus lindos comentarios. Es muy gratificante para nosotros saber que realmente disfrutaron su estancia en nuestro hotel.Nos encantaría volver a darles la bienvenida en su próxima estancia con nosotros!Saludos cordiales, Ilse Jordan Web Relations

8/10 Good

Eliana, Fw

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Everything was amazing except for the food. Property needs to improve their restaurants and buffet we had an amazing time in Sandos except for the quality of the food
Stayed 3 nights in Oct 2023
Response from Ilse Jordan (Web Relations) on Oct 10, 2023
Dear Eliana, We thank you for sharing your comments about your recent stay at Sandos Playacar with readers of this internet site.We are sorry to see that our food selection and restaurants were not up to your expectations. We work hard to improve and elevate the quality of our services. We will certainly keep improving as we firmly believe in continuous improvements philosophy. We deeply appreciate the fact that you take time to highlight your personal opinion about areas of opportunity in which you believe we should focus our efforts and direct resources.Kindest Wishes, Ilse Jordan, Web Relations.,

10/10 Excellent

Lourdes Elizabeth, Winters

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed last year. Love the hotel. It's very clean and everyone is very nice and helpful. I definitely reccomend it.
Stayed 8 nights in Sep 2023
Response from Ilse Jordan (Web Relations) on Sep 24, 2023
Dear Lourdes,Wow! We would like to thank you for choosing Sandos Playacar as your holiday destination, and for your kind and detailed review about the resort.Our guests play a key role in helping us to improve our services and we truly appreciate your feedback. We would like to thank you for taking the time to highlight our hotel features down to the detail. We are absolutely delighted to read that you enjoyed your stay, and appreciate the proactivity and kindness of our staff.It was and it always will be a pleasure to host you, do not hesitate to contact me if you have special requests for your next visit, I will be really pleased to help you.Sincerely, Ilse Jordan, Web Relations.

6/10 Okay

Aksel

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The food quality needs more care
Stayed 6 nights in Sep 2023
Response from Ilse Jordan (Web Relations) on Sep 24, 2023
Dear Aksel, We thank you for sharing your comments about your recent stay at Sandos Playacar with readers of this internet site.We are sorry to see that our food selection and restaurants were not up to your expectations. We work hard to improve and elevate the quality of our services. We will certainly keep improving as we firmly believe in continuous improvements philosophy. We deeply appreciate the fact that you take time to highlight your personal opinion about areas of opportunity in which you believe we should focus our efforts and direct resources.Kindest Wishes, Ilse Jordan, Web Relations.,

6/10 Okay

Luis Henry

Liked: Cleanliness, staff & service
It’s not adult only, tough to make reservations to their dinners pool closes 8pm and average night life
Stayed 5 nights in Sep 2023
Response from Ilse Jordan (Web Relations) on Sep 24, 2023
Dear Luis,We are sorry to hear that your stay was not entirely to your liking and that we were unable to meet your expectations, I would like to clarify some observations on the points you mentioned. The reason for closing the pool at 8:00 p.m. is mainly for safety reasons. When the lifeguards leave, we feel it is best to close the pool to ensure the safety of our guests. We understand that this may be inconvenient for those who wish to enjoy the pool longer, but it is an important measure to protect the integrity of all our visitors.Regarding reservations at our restaurants, we understand your frustration. We have multiple restaurants in our facilities, but due to high demand and to ensure quality service, seating is designed for smaller groups of up to 6 people together. In addition, we set a maximum limit of 20 people per time slot to ensure that we can provide optimal service and maintain reasonable wait times for food.We understand that this policy may have hindered your attempts to make reservations at our restaurants. We appreciate your feedback and will evaluate our reservation system to make improvements and ensure it is more accessible and convenient for our guests in the future.Once again, we appreciate your feedback and encourage you to provide us with any additional information you may have. We are committed to improving our services and ensuring that your future experiences are more satisfactory. If there is anything else we can assist you with, please do not hesitate to let us know.Best regards, Ilse Jordan Web Relations

6/10 Okay

Mercedes

Travelled with partner
Disliked: Staff & service
Room had a bad smell
Stayed 6 nights in Sep 2023
Response from Ilse Jordan (Web Relations) on Sep 22, 2023
Dear Mercedes,Thank you for taking the time to share your experience. We are very saddened to read your review, We never like to read such comments however we appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. We have carefully noted each point you raised and would like to apologize for the experience which left you with dissatisfaction.Sincerely, Ilse Jordan, Web Relations

10/10 Excellent

Alvaro

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice resort
Stayed 4 nights in Sep 2023
Response from Ilse Jordan (Web Relations) on Sep 12, 2023
Dear Alvaro,We would like to thank you for posting this kind review, and sharing the wonderful experience you had during your stay. We are glad to know that our services exceeded your holiday expectations.We thank you for highlighting our attributes as well as your recommendations. We hope to have the honor of serving you in the future. Kindest Wishes, Ilse Jordan, Web Relations.,

10/10 Excellent

Pamela, WHITE LAKE

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed the beach. It's beautiful!
Stayed 7 nights in Aug 2023
Response from Ilse Jordan (Web Relations) on Sep 12, 2023
Dear Pamela,We would like to thank you for taking the time to write such a nice review about your recent stay at Sandos Playacar.We are glad that your experience with us was pleasant and to have read that you really enjoy our stay with us. We will be hoping for your return soon so you can enjoy our services again.Sincerely, Ilse Jordan, Web Relations.

10/10 Excellent

Martha S

Stayed 3 nights in Aug 2023
Response from Ilse Jordan (Web Relations) on Sep 24, 2023
Dear Martha:We are happy to know that you completely enjoyed your holidays at the resort.We are looking forward to your next visit to spend here another memorable holiday.Best regards,Ilse Jordan Web RelationsSandos Playacar

8/10 Good

Harold

Travelled with partner
Disliked: Cleanliness, staff & service, amenities
Stayed at this property 3 years ago and staff, facility, and dining was all just as listed on the site. This year nothing was true as far as the information available. The room went days without being cleaned. Upgraded domestic drinks were not available. For that matter, beer in cans, you had to practically beg for. One bar that served near the pool made me very uncomfortable to even go to. I went at one time and they told me they were closed, yet kept serving other guests. I was not out of control or being impolite so I am not sure where that attitude was coming from. The bartenders would laugh when I would try to order. Would try to tip as much as possible and was told on numerous occasions that the tip was not enough. In my opinion, any tip is better than none. Was very disappointed in this vacation when compared to my previous experience at this same resort. The beach was beautiful just as it was before but I felt like we were on continuous watch my the facility security patrol. They were continously on people for smoking and bringing their kids to the adult only beach, but would allow complete strangers selling on the private beach that they didn't even know. With men in army uniform patrolling the beach with AK 47s I wasn't feeling to safe at this point either. The grounds on Sandos is way overgrown and not maintained as neat as it was the first time. No lighting in the walkways at night to feel safe even walking around the grounds. The family section and the.....
Stayed 7 nights in Aug 2023
Response from Ilse Jordan (Web Relations) on Sep 5, 2023
Dear Harold,We are very sorry to hear that your experience was not as pleasant as on previous occasions. We appreciate your comments and feedback, as they are essential to improve our services.We will check into the issues you mentioned and take steps to address them effectively. We want to make sure that future visits will be more satisfactory for you.I want to remind you that we have an application with all the information at your disposal, which can facilitate your experience. In addition, we have a real-time chat so you can share any comments or concerns during your stay.We greatly appreciate the information you provide and hope to have the opportunity to provide you with a more positive experience on your next visit.Thank you in advance for your cooperation.Best regards,Ilse Jordan, Web Relations.

8/10 Good

Jaden Mathew

Stayed 4 nights in Aug 2023
Response from Ilse Jordan (Web Relations) on Sep 22, 2023
Dear Jaden:We are happy to know that you completely enjoyed your holidays at the resort.We are looking forward to your next visit to spend here another memorable holiday.Best regards,Ilse Jordan Web RelationsSandos Playacar

10/10 Excellent

Rosa

Stayed 7 nights in Aug 2023
Response from Ilse Jordan (Web Relations) on Aug 17, 2023
Estimado Huésped, Muchas gracias por darnos la oportunidad de darle la bienvenida en nuestro pequeño paraíso.Esperaremos ansiosos su regreso!!!Ilse Jordan, Web RelationsSandos Playacar

4/10 Poor

Norman Hiram

Liked: Cleanliness, staff & service, property conditions & facilities
At the time of buying the package on Expedia, This hotel was advertised as adults only, when we got there there were children even inside the closets of the rooms. My wife and I searched for adults only hotel and we found this, only a pool and an area on the beach for adults only that children also walked around, We discussed it in the guest service. When we returned from vacation we looked for the hotel and they had changed it. They added only adults AREA. If you are looking for an adults only hotel this is not it at all. Others amenities areas was great, foods selections, pools, shows, stores atc.
Stayed 3 nights in Jun 2023
Response from Ilse Jordan (Web Relations) on Jul 9, 2023
Dear Norman,We would like to thank you for your review published.First we would like to apologize for any inconvenience you might have experienced during your stay at our hotel. I have read your entire review at length; many of the things you mention I understand you are quite right but let me address a few points.In fact we are not an all adults only resort, we inform you that in addition to the Select Club our "Adults Only" section which has an exclusive oceanfront pool, private areas in the beach area and two VIP bars; Our All Inclusive Resort is made up of the Family Section and the Royal Elite Hacienda Section, therefore it is a sectionalized hotel.Sandos Playacar is not a perfect hotel, neither are the almost 1000 members, but we are a hotel that is generally liked by those who visit. There are few hotels in the entire Riviera Maya and Cancun that enjoy the level of occupancy that we have at our hotel throughout the year. This does not suggest that there are no faults, much less that what you express is not real, only that beyond our faults, our guests recognize the great effort we make all of us who work here to provide the best possible service.I assure you that we take your comments and observations constructively and will continue to improve as much as we can.We wish you and your family all the best.Best regards, Ilse Jordan Web Relations

10/10 Excellent

Jaime Enrique

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The place and beach were awesome but the food wasn't that great everything else was good
Stayed 9 nights in Jun 2023
Response from Ilse Jordan (Web Relations) on Jun 25, 2023
Dear Jaime,We thank you for sharing your comments about your recent stay at Sandos Playacar with readers of this internet site.We are sorry to see that our food selection and restaurants were not up to your expectations. We work hard to improve and elevate the quality of our services. We will certainly keep improving as we firmly believe in continuous improvements philosophy. We deeply appreciate the fact that you take time to highlight your personal opinion about areas of opportunity in which you believe we should focus our efforts and direct resources.Kindest Wishes, Ilse Jordan, Web Relations.,

8/10 Good

Joshua

Travelled with family, Travelled with partner, Travelled with group
Liked: Cleanliness
The property is nice and what I would expect for the price. Was here for a family members wedding. The rooms where on the warmer side, and yes you get bothered by staff trying to sell you on things when relaxing on the beach, the mixed drinks are watered down. But on the good side, it is still a very nice property and I'm not sure you can complain about any of this for the low price you can stay here for. Others complained about the food but my wife and I thought it was pretty good overall. Not sure how high expectations have to be to complain about it but I have no complaints about the food. If you want more luxury and premium feeling experience, you will have to pay much more. This is a good spot even for couples trying to stick to a budget. If I wasn't willing to pay a premium for more luxury, I'd come here again.
Stayed 4 nights in Jun 2023
Response from Ilse Jordan (Web Relations) on Jun 20, 2023
Dear Joshua,I would like to thank you for posting this kind review, and sharing the wonderful experience you had during your stay. We are glad to know that our services exceeded your holiday expectations.We thank you for highlighting our attributes as well as your recommendations. We hope to have the honor of serving you in the future. thank you very much , Ilse Jordan, Web Relations.

6/10 Okay

Brandon

Stayed 4 nights in Jun 2023
Response from Ilse Jordan (Web Relations) on Jul 2, 2023
Estimado huésped, Agradecemos por habernos elegido lamentamos no poder conocer sus observaciones a través de este importante medio. ¡Saludos cordiales! Ilse Jordan, Web RelationsSandos Playacar

8/10 Good

Joseph

Liked: Cleanliness, amenities, property conditions & facilities
Stayed 5 nights in May 2023
Response from Ilse Jordan (Web Relations) on May 24, 2023
Dear Joseph, Thank you very much for your visit and your rating.Greetings from Mexico!Ilse Jordan, Web RelationsSandos Playacar

4/10 Poor

Tanisha

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
The property was entirely too big. You got lost trying to find the activities. The food was cold. The elevator kept breaking down so we had to use the stairs and the room was on the fourth floor. The rooms need upgrading. Liquor was watered down.
Stayed 4 nights in May 2023
Response from Ilse Jordan (Web Relations) on May 15, 2023
Dear Tanisha,I am very sorry to see that our hotel fell short of your personal expectations.It is pitiful to see that nothing seem to have worked for you in our property during your stay. We will work with every single head department and the staffs in general to prevent from having in our house things similar to the ones you describe which in no way are reflective of this organization.Kindest Wishes, Ilse Jordan, Web Relations.,

8/10 Good

Jeffree

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort is beautiful as is the scenery. The staff is very friendly and professional and do all they can to help. Checkout was easy! Transportation to airport was great! Only bad thing is I think they could clean the adult pool better.
Stayed 9 nights in May 2023
Response from Ilse Jordan (Web Relations) on May 14, 2023
Dear Jeffree,We are glad to know that you had a great time staying at Sandos Playacar. We would like to thank you for taking your time to write such a nice review.All our guest’s comments are valuable for us, as this always help us to improve and you can be certain that we will be working on the details you mentioned.Once again thank you very much, we truly hope to have you back soon.Sincerely, Ilse Jordan, Web Relations.

8/10 Good

Rea

Liked: Cleanliness, staff & service
Stayed 4 nights in Apr 2023
Response from Ilse Jordan (Web Relations) on May 11, 2023
Dear Rea,We would like to thank you the time you have taken for sharing such great things about your recent stay at Sandos Playacar. It is wonderful to know that you felt welcomed by us and that your experience was a pleasant one.We will be hoping for your return soon so you can enjoy our services again.Sincerely, Ilse Jordan, Web Relations.

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2023
Response from Ilse Jordan (Web Relations) on May 9, 2023
Dear Jessica,First of all, thank you for choosing our little paradise for your Mexican holidays!We look forward to welcome you back and give you another unforgettable lifetime experience.Kind Regards,Ilse Jordan Web RelationsSandos Playacar

10/10 Excellent

Leticia

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Eder and Alma made our stay incredible!
Stayed 3 nights in Apr 2023
Response from Ilse Jordan (Web Relations) on Apr 20, 2023
Dear Leticia,We would like to thank you for taking the time to write this incredible review regarding your recent stay at Sandos Playacar and your lovely pictures.We are glad to have read that you really enjoyed your stay with us as every year and that you were pleased with our service, for us it is very important to meet the expectations of our guests and comments like yours motivate us constantly to do our best to maintain the quality of the service we provide and to improve every day.Thank you for mentioning Eyter and Alma, you can be certain that we will let them know that you really appreciate their work.Please contact us whenever you would like to come back, we would be honored to have you with us once again.Sincerely, Ilse Jordan, Web Relations.

10/10 Excellent

Perla

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had an amazing time at Sandos. This resort by far has exceeded my expectations. The room were clean and comfortable. Every staff member I encountered from the front desk to shuttle drivers to bar/restaurant staff to cleaning crew were beyond helpful and pleasant to deal with. Especially Alma and Eder they went above and beyond to accommodate our large group. I have never received such amazing treatment from a resort. Muchas Gracias Alma y Eder por sus detalles!!! Se les aprecia!
Response from Ilse Jordan (Web Relations) on Apr 20, 2023
Estimada Perla,Muchas gracias por su comentario, nos alegra mucho saber que los esfuerzos y la dedicación de nuestro personal tuvieron un impacto tan positivo en sus vacaciones. Nuestro equipo es uno de los más motivados ya que nos encanta saber que nuestros huéspedes están teniendo experiencias maravillosas Sus comentarios nos hicieron tan felices y tan orgullosos de trabajar en este pedacito de paraíso; Tenga por seguro que le haremos saber sus menciones a nuestros sandistas Eyter y Alma.Háganos saber tan pronto como esté listo para regresar; ¡nuestro gran equipo estará listo para superar sus expectativas nuevamente!.Saludos cordiales, Ilse Jordan Web Relations

8/10 Good

Alfredo

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Bath towles were a little bit raggy.
Stayed 7 nights in Apr 2023
Response from Ilse Jordan (Web Relations) on Apr 17, 2023
Dear Alfredo,We regret to read that the resort did not meet your expectations.Se will certainly consider your valuable comments with the intention to offer more relaxing and comfortable rooms and work on our towel servises.We hope to have the chance to receive you again in the future and change your perception.Regards.

4/10 Poor

Fallon

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service
Food is not good unless you have the Royal elite package and they really really really try to sell to you at every possible moment which gets annoying. You could be laying on the beach asleep and they come up to you.
Stayed 4 nights in Apr 2023
Response from Ilse Jordan (Web Relations) on Apr 10, 2023
Dear Fallon,First of all I would like to take this opportunity to thank you for sharing your comments with us.I would also like to offer our sincere apologies if you had the perception at any time that the Vacation Club staff was a little insistent for you to attend a talk. Part of their job is to extend the invitation to learn about our vacation program and take advantage of the benefits it offers.Sometimes it is difficult to identify all the guests that have already been invited due to the rotation of guests, however it is possible that they may contact you again to confirm if they have already been invited and this is what we imagine may have unfortunately happened to you and that is why we want to extend an apology.We know that there are people who may not be interested in the Vacation Club because they are not familiar with it or people who, beyond the benefits that the membership offers, prefer not to attend any type of sales presentation as in your case. Thanks to your comments is how we can identify some areas of opportunity like this one. With respect and appreciation,Ilse Jordan Web Relations

8/10 Good

Christine M

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The process of check in was long and they had only1 person checking in then wanted to sell me on a time share all after a very long travel day
Stayed 5 nights in Mar 2023
Response from Ilse Jordan (Web Relations) on Apr 6, 2023
Estimada Christine,En primer lugar me gustaría agradecerles haberse tomado el tiempo en escribir su opinión sobre nuestro hotel. Nuestros empleados se esfuerzan día a día para tratar a todos nuestros huéspedes, sin distinciones, de la mejor manera, y así crear para ellos experiencias inolvidables. Le pedimos una sincera disculpa; hemos compartido sus palabras con nuestros gerentes de los diferentes departamentos para que tomen las medidas oportunas.Una vez más le agradecemos sus comentarios y esperamos que nos den una segunda oportunidad para brindarles unas vacaciones realmente excepcionales.Saludos cordiales, Ilse Jordan Web Relations

10/10 Excellent

Cortney Lieberg or Shane, Saint Francis

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The grounds were we'll maintained, staff was always around and super friendly and remembered previous interactions.
Stayed 5 nights in Mar 2023
Response from Ilse Jordan (Web Relations) on Mar 23, 2023
Estimada Cortney,Nos gustaría agradecerle el tiempo que tomó para escribir tan amable comentario. Es un placer leer que realmente disfrutó su viaje, las instalaciones y el servicio que día con día nos esforzamos por mejorar, con el fin de ofrecer la mejor de las experiencias a nuestros huéspedes.Esperamos poder recibirla nuevamente en Sandos Playacar.Saludos cordiales, Ilse Jordan Web Relations

6/10 Okay

Susan

Travelled with partner
Liked: Staff & service, property conditions & facilities
My husband and I stayed here for 5 nights. The shuttle, Seek and Go picked us up from the airport and was fabulous taking us to the resort. Check in was very easy but one thing I didn’t like (mind you, we’ve never stayed at an AI resort before) was that as soon as we checked in a woman rushed us over to another deck and asked if we wanted free massages if we went on a tour of the facility. Looking back now, we definitely should’ve known better but thought that it was legit since it was right in the lobby. We ended up having to sit through a 90 minute presentation about a “time share” in order to obtain the massages (50 minutes). Another tip is to check the pillows. We request the room clean and the staff did not change our pillows as I had noticed one was dirty when we checked in. There is a nice little mini fridge but if you use any of the drinks you need to specifically request the staff to fill the fridge or they never do. Room service is included but any time we would call they would say it’s 2 hours to get us anything. We tried several times throughout the day to no avail. If you want to eat at one of the restaurants at the resort YOU NEED TO MAKE A RESERVATION BEFORE COMING TO THE RESORT. When we got there, we could only get a handful of reservations at 9-9:30 at night. Maybe this is just our issue since it was our first time but a lesson learned if we ever do this again. One other piece of advice is get your towels early. Staff around the resort were great to deal with
Stayed 5 nights in Mar 2023
Response from Ilse Jordan (Web Relations) on Mar 23, 2023
Dear Susan,We are very saddened to read your review and read that we did not fullfil your expectations. I truly regret the inconveniences you had during their stay. We have carefully noted each point you mentioned in order to improve, we are always worried about our guest’s well-being and strive to make holidays at our property an unforgettable experience.Thank you for staying with us and I hope you will give us another opportunity to serve you.Best regards,Ilse Jordan, Web Relations.

4/10 Poor

Brandon Walter

Liked: Cleanliness
Disliked: Property conditions & facilities
Stayed 7 nights in Mar 2023
Response from Ilse Jordan (Web Relations) on Mar 21, 2023
Estimado Brandon, Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente. Ilse Jordan, Web RelationsSandos Playacar

4/10 Poor

Diana, Naperville

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Its not an adults only, your in an adults only building, kids are everywhere else. Alcohol was okay/bar, restaurants you had to prebook, I was doing 2-3 days in advance all booked out dinners and breakfasts. I had zero internet, I asked for either and upgrade or downgrade just for internet, could not do that. Where no accommodating, rushed us out in the end. Kept calling how we like it, and never returned my concerns. Beach was okay, when we were there had seaweed. The charika and shows were good, pool was descent wish it had a diving or deeper area. No night-club, lots of false promises.
Stayed 7 nights in Mar 2023
Response from Ilse Jordan (Web Relations) on Mar 21, 2023
Dear Diana,Please accept our apologies for not living up to your expectations and thank you so much for the taking the time to write this review as it give us the opportunity to improve and we will take the proper measures to avoid this situation in the future.Sincerely, Ilse Jordan, Web Relations.

6/10 Okay

Meghan D

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nothing wrong with the place. But the pictures on Expedia did not match the room I got
Stayed 6 nights in Mar 2023
Response from Ilse Jordan (Web Relations) on Mar 14, 2023
Dear Megan d,We would like to thank you so much for choosing Sandos Playacar as your holiday destination during your visit to Riviera Maya and for your honest and detailed review!We have carefully noted each point you raised and we will do our very best to ensure and improve the service and facilities quality.We hope to have the pleasure to host you again.Sincerely, Ilse Jordan, Web Relations.