Starting with the staff...they were amazing. I made a major error when booking my room and Guest Manager, Josette, took the time to help me fix the problem with my booking site and communicate the correct information both ways. All front desk staff, entertainment staff, wait staff all appeared friendly and happy and made sure we were pleased with the stay. The resort itself is smaller and a bit older. There are 3 infinity pools, one of them is used for water sports (aerobics and volleyball) during the day and there is a DJ until mid-afternoon. Mostly neutral music but if you try taking a 2:00pm nap and your room faces the pool, forget about it! Just go down and join the party. There is a guy who does all of the sports activities by the pool and he goes person to person asking if you want to join in. In broken English he asked us "family volleyball? Yes?" I just had a laugh, we do not look like volleyball people at all but he was cool and funny. He also did the water aerobics later in the day. Pools were all cleaned and maintained daily. The blue tiles on the pools are fading out a bit from the constant sun and the pool decking is getting a bit worn. Nothing major and it's not the most expensive place in town, so it's tolerable. Our room was a balcony room. It was adequate in size with a King bed, sofa, and 2 chairs and a table. Bathroom had a separate water closet, separate tub, and shower. It was tile throughout the entire room. Going back to things being worn around the property, the sliding doors were well used and my wife really struggled opening and closing them. They prominently advertise the "Royal Elite Vacation Club" and these members get some additional benefits. I was very surprised that we were not tricked into listening to a pitch to buy a timeshare. No high pressure sales anywhere in the building. This is a small resort so entertainment was so-so, but it did exist. Our first night they had an Elvis impersonator that was really decent. Some of the other stuff was main stage Karaoke, trivia, and there was an Exotico Party we missed on the last night. You really need to find your own fun on these kinds of trips. We came for the weekend to get away and relax and found it here. The beach was especially well maintained. It is surrounded by more expensive resorts and they all keep up the beachfront. Kelp is cleaned up what appears to be daily or every other day. One cool thing we were able to see on our second and final night on a 9pm walk down the beach were sea turtles coming ashore to lay eggs. I am a science teacher with a biology degree so this was probably the most exciting experience of the trip. We saw roughly 5 sea turtles--they are huge and weigh around 250 lbs. One part of the beach that may not be as inviting is that there are cabanas but only available for their Royal Elite Club. I did not see any options to get a beach umbrella but we made due with it. Here is why I did not give the resort 5 stars. It all came down to the food. As fun and exciting of a time we had, the food was the downer. I understand we're in a different country and different things taste different ways, but this seemed more about ingredients than prep. Food was often served cold. Ingredients tasted cheap. I teach in a jail and it's not a stretch to say the quality of our kitchen isn't far off from their food. You would think in Mexico the fruits would be amazing, but they were terrible--even some of the native stuff. The menu's had very limited selection (it looked like Royal Elites got some additional choices). Expect one pork entree, one beef entree, and one chicken entree at any of the 5 restaurants. All 5 were open and available every day we were there. We did go to Seasons, which was their top tier restaurant. The food and presentation was good, but they did charge for wine. This was the only uncharge anywhere in the resort. We did get a free bottle of wine in our room on arrival. We maybe had one drink a day, so not a big deal to us. Zonga was buffet, it's kind of Golden Coral style. Lots of stuff, but not much appetizing. Zonga is open for breakfast, lunch, and dinner. There is an Italian restaurant. We went there our first night around closing and both ordered ravioli. It seemed undercooked and maybe they wanted to get out because we were there 10 minutes to close. St. Trop was the beachside/poolside restaurant and bar. Breakfast there was less than impressive. We had lunch there and the fajitas and calamari were fast food quality at best. However, they made the best margaritas/mixed drink we had the entire trip. Going on to drinks. My wife ordered cocktails and said they tasted weak and watered down. She ordered a Pina Colada from Bar One (upscale lobby lounge) and said it tasted like soap and couldn't drink it. Dos Equis was the only thing they had on tap at the bars. It didn't appear there was another option for beer. read more

I recently stayed at Sandos Cancun, and overall, I'd rate the experience a 3 out of 5. This is a smaller resort compared to many all-inclusive properties in Cancun, which isn't necessarily a bad thing. If you're not looking to do a ton of walking and prefer a more intimate, relaxed atmosphere, this resort fits that vibe well. The food was okay overall. The standout was definitely the Japanese restaurant with hibachi, which was one of the best dining experiences during the stay. The buffets were hit or miss, depending on timing and selection. However, there's a restaurant to the right of the pool, outside, that was consistently decent we enjoyed it enough to go back more than once. Customer service was a bright spot. Lorenzo at the Italian restaurant was extremely friendly and provided excellent service. Francy at Bar One deserves special recognition hands down one of the best bartenders I've come across in a long time. That said, the entertainment was underwhelming. Both the shows and the spaces where entertainment was hosted felt subpar, and I was honestly expecting more. Unfortunately, the main reason I could not rate this resort higher was due to a bed bug issue. I returned home and noticed inflamed bites on my arms, which appeared the very next day. That experience alone prevented me from giving this resort a 4 or 5, regardless of the positives. On a positive note, the guests were very friendly, just as welcoming as the hotel staff, and that truly helped make parts of the trip enjoyable. Final thoughts: Sandos Cancun may work well for travelers seeking a quieter, smaller resort with friendly service but due to cleanliness concerns, I'd recommend proceeding with caution. read more

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If you're looking for a TRUE and HONEST review, keep reading. DO NOT COME HERE If you're looking for a relaxing, luxury all-inclusive resort, go elsewhere. This hotel is wildly overpriced for what it offers and is completely inappropriate for families. The entertainment is heavily sexualized--Playboy-style shows, devils, pole dancing, half-naked performers, and explicit themes almost nightly. Hallways (notably the 3rd and 5th floors) are lined with very sexual photos of men and women in lingerie or nude poses. We traveled with our very religious parents, and nowhere on the website does it disclose that this is essentially a sexual, adult-only experience. I've stayed at adult-only resorts before--this was on a completely different level and extremely uncomfortable. Watching these shows with parents was awkward and embarrassing. RESORT & ROOMS -- 1 STAR The resort itself is dated, small, and underwhelming. The front entrance is far from grand--very disappointing considering the price point. There are only two tiny elevators for the entire resort, with no airflow, long waits, and constant crowding. I stayed on the 4th floor and one elevator button didn't work properly, so it often skipped my floor for the entire week. Stairs were either inaccessible or nonexistent--I never once saw them. The rooms are run-down, dirty, and poorly maintained: * Sink didn't work * Shower full of patchwork repairs * Balcony felt unsafe--other balconies looked like they could crumble * Paid for an ocean view, got a view of an abandoned hotel Overall, the hotel felt sleazy, comparable to a low-end Las Vegas showgirl hotel. We all felt uncomfortable walking around. The atmosphere felt more suited for swingers or older men looking for "entertainment," not couples or families. FOOD -- 1 STAR The food was one of the biggest disappointments. Buffet: Small selection, repetitive, and frankly disgusting. It's the only breakfast option unless you pay for "Elite" status. Same food every day. I genuinely feel like I lost weight because nothing was appealing, and several items made me feel sick. Restaurants: Many were closed often, and we couldn't even eat at one because it was never open during our stay. Italian Restaurant: Good service, no reservation needed. Food tasted okay but everything was lukewarm. Other guests confirmed the same issue. Portions were very small. Teppanyaki: Good meal and entertaining show. Reservations required and fill quickly. Food tasted good, but the chef used the same utensils for raw chicken and beef and then served cooked food with them--a serious food safety issue. Fried ice cream was great. Skip the other dessert. St. Topez: The ONLY consistently good food on the entire resort. Opens at noon and available to everyone. Pizza, wings, burgers, tacos, guac--basic bar food, but good. We practically lived here because everything else was terrible. Room Service: 24/7, but poorly executed. Online ordering doesn't work despite advertising that it does. You must call. Late-night food took about an hour, arrived cold, and wasn't good. ENTERTAINMENT Some shows were genuinely impressive--NYE and Masquerade stood out. However, the scheduling was chaotic and unorganized. The app, TV screens, and concierge often gave conflicting information. Pool parties were especially awkward: half-naked dancers performing to rave music while guests just tried to relax. Most older couples looked confused or uncomfortable--this was clearly not what they thought they booked. The entertainment staff tried their best, but the vibe was completely mismatched. POOLS & BEACH * Pools: Three pools, but freezing cold. No swim-up bar, no hot tub. I swam once and couldn't stay in. * Beach: Beautiful, no seaweed. Chairs and cabanas are limited and require early towel reservations. Beach cabanas are for Elite guests only unless you settle for older, falling-apart ones. GYM Large but poorly maintained. Only two treadmills (one broken), all ellipticals broken, and many machines outdated. REVIEWS ARE MISLEADING Every single guest we spoke to was extremely disappointed. The reason this hotel has inflated reviews is because staff actively pressure guests to leave 5-star reviews by scanning QR codes while standing over you--often when you're drinking. This happened to me multiple times. This is my real, honest review, as requested. FINAL SUMMARY This resort felt like a sleazy Las Vegas hotel, not a luxury all-inclusive. We spent over $17,000 and had to "come to terms" with our booking just to survive the week. That should never happen at this price point. Do your research. Read the bad reviews. And book elsewhere. read more

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1. The reason we decided to celebrate our anniversary at this resort was because of online marketing and advertisement as; "Vegan life: Forget about only ordering supplements at all of our meals. do not limit yourself and enjoy exquisite 100% vegan dishes in our restaurants" and "featuring dedicated plant-based menu options at its dining venues", but they do not and only have very limited Vegan options. Unless you enjoy eating mushrooms all day every day; (mushroom tacos, mushroom burger, mushroom soup, mushroom on cactus leaf), and the eggplant soup is vomit provokingly terrible! The best the head chef Antonio could come up with was an uncooked tofu sandwich for lunch and toast with Nutella, mangos and bananas on top for breakfast. At the Japanese teppanyaki (hibachi) restaurant the cook cross-contaminated our food with the meats and egg products. If looking for a Vegan-Friendly all-inclusive resort in Mexico, Sandos Cancun is not the resort for you. 2. Cannot reserve in advance on hotel website; room decor, romantic dining, or activity requests. 3. Hotel would not decorate our room with anything in celebration of our anniversary. 4. Their customer service throughout the resort sucks, especially around the pool and beach areas. 5. Resort is old, outdated, and in need of much repair and remodeling. 6. Doors in the room and throughout the hotel squeak/creak and get stuck at floor surfaces. 7. Jacuzzi hot-tub does not work properly; water jets do not jet water. 8. Paint peeling and cracks all around the pools and pool does not have the infinity pool look as advertised. 9. Furniture in Bar One was not cleaned regularly. Tables, seat cushions, and rugs were stained and dirty. Literally, bugs from the rugs were biting our ankles. 10. Received no response when making maintenance and housekeeping requests via resort app. 11. Our room and several others are located on or directly over Air Handling Units (AHU), where loud noise from motors/fans is heard all day & night. 12. Room had a mini-bar with drinks but there were no snacks provided. 13. Breakfast at the St. Troop restaurant only for 'Royal Elite' guests only, but lunch at this restaurant is for everyone. (Closed at 4:45pm). Only other place for breakfast is Zango buffet restaurant which is for anyone. 14. There are (0) zero non-motorized water sports or other activities available at this resort. 15. Cornhole sand bags have large holes and sand pours out the bag with every toss. 16. Chairs & Umbrellas are not set up on the beach for guests. 17. The seagrass was not removed from the sand very well, to make the beach more clean, accessible, and inviting. read more

Currently staying here and I do not recommend it. 2 out of 4 restaurants are closed 3 days of the week. Seasons which is supposed to be a steakhouse according to their website and advertisements is not serving any cuts of meat and even if they did it is not ALL INCLUSIVE as the hotel advertises that it is an All INCLUSIVE HOTEL. THE RESTAURANT FACING THE BEACH CLOSES AT 4:45. The teppanyaki restaurant states that it is open DAILY BUT is closed Sunday and Monday. We are currently here celebrating our honeymoon and have gotten off to a very bad start. read more

Hotel was dated and felt like 1990. Sliding door to patio was broken and reported but we weren't able to utilize. Never received daily service the entire time. Had to call for toilet paper, bath towels, etc. Food was horrible but I guess that was good for my diet. I don't understand how it's possible to screw up scrambled eggs?!? read more

So its my 2nd day here and you should know that to stay at the main pool there are only 12 chairs you can stay at by the main pool. 90% of the beds are for Royal Elite. They require bottle service for about 8 beds. 250 US FOR ONE BOTTLE. There are another 6 beds where bottle service is not required. That being said 2 groups did not purchase bottle service and were not asked to leave. I Confirmed by my asking them in person. I understand upsell but it is ridiculous that most members are exempt from the pool. This is the first resort that i have felt unwelcome in a main area of the resort. So caution! That being said the staff is great but unless you are Royal Elite you DO NOT have access to what is considered to be basic amenities of the resort (on a weekend) I feel based on the amount we paid, this to be extremely disappointing. Influencers were paid (based on what i was told by staff to hype up the resort) which i can understand but they were also very unfriendly to guests and if approached we're unfortunately rude. I as a guest have felt excluded in a way i havent before in many other resorts here in Cancun. read more

Sandos Cancun - The 12 chairs available around the main pool! - Hotels Near Me - Cancún, ROO

second stay here and just as awesome as the last time. The food was great (seasons our fav). But this time we had the pleasure of having our favorite , One Peice loving, bartender Rogelio. He made the best drinks and anticipated our every need. He made us special drinks when we were hungover and made us feel like true vip members. Him and the other staff members are extremely fun, welcoming and make everyone feel included. It's a smaller hotel and I love it cause the staff really gets a chance to get to know you. And because it's smaller the food is better cause they they are not making it for mass amounts of people at a time. I also like that it's smaller cause your not spending half you day walking through all the resort but the staff here is the reason we keep coming back. Shout oou to Christin(party animal) Karla, Daniel, and all the other staff members who made our stay amazing. read more

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Great location and service, drinks good, food was ok. Loved the adult only chill! We thought it was a good value. read more

Sandos Cancun - Each front and pool view - Hotels Near Me - Cancún, ROO

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im not sure where to start. DO. NOT. COME. HERE!!!!! list of problems we have had in the short 5 days so far: - upon arrival our AC was broken in our assigned room so they had to re-arrange our rooms (which arent ready until 3pm or later) - my best friend and i are sharing a room and she had her coach wallet stolen by our cleaning lady wendy which contained her passport, ID, school ID, $100 cash, and gift cards (i hope karma bites you wendy) - concierge management did NOTHING to give a full statement that was told to us we would physically recieve by 5pm the next day. when the time arrived we recieved no statement and no compensation as to the things stolen & was given less reassurance than originally told - a friend on the penthouse floor had his wedding band stolen - the food here is absolutely astounding how horrible it is. no fresh fruit except during breakfast and the eggs are watery. - room service food is better than any of the in resort restaurants they have or the buffet - the restaurant by the pools "st. trop" was closed one day and didnt offer to bring food out to the pools - beach was dirty and not kept clean - if you want any sort of food that isnt room service or the buffet you have to make a reservation - hibachi place was horrible with no flavor and the chef seemed like he was ready to go to sleep and didnt care to barely cook the food - "seasons" is their "high end restaurant" that had given me food poisoning. - the drinks at the bars that they serve dont actually include the correct liquids - they use jim bean for the old fashions (lord help us) - peices of the building have been chipping off onto our balcony at least once a day now - we found 2 empty beer cans under our bed and in between the bed frame - wendy half assed cleaning our room when she was our housekeeper (didnt change the sheets, didnt fold blankets, didnt replace any toiletries or towels yet stole her damn wallet smh) - severe water damage in our ceiling lining the majority of the ceiling - water leaks occasionally from the AC unit - we are on the 7th floor and you can feel the vibrations of the bar music downstairs in the lobby until about 1am - no ventilation system in the bathroom for showers just one tiny vent hole in the shower - employees arent helpful AT ALL except for erik he was a king to us we love him he needs a raise (wears glasses, shorter man, usually takes bags from lobby to rooms) - you can hear everything from the hallways and rooms next to you and above you - honestly dont waste your time or money here its not worth it. - music is so damn loud at the buffet you cant have a conversation at a 2 person table if you wanted to read more

Sandos Cancun - Hotels Near Me - Cancún, ROO

Do not believe anything you read about this property. It old and dirty... Upon checking in the staff does not give any information about the property. Example ( Events, restrooms, overall information). I want to explain everything without making this a long review. The rooms are deplorable! I will let the photos be the voice of deplorable. I'm so baffled that the property has over 5,000 reviews and people are raving. The property is not well maintained at all! Let's get into the buffet I wouldn't call it that at all, it's more like a buffet on a budget. A whole bunch of meals that do not even go together. What hibachi restaurant you ever been too without any shrimp or lobster. This place is low budget the 5 Restraunts at the property are a joke. They need to close this property and start all over I wouldn't come back here if they offered me a free week. The sheet were dirty with stains we changed rooms and one room was not better than the other. If it wasn't for Ricardo the FB manager who just started giving us a tour we wouldn't know where anything was. Marco and Mario were awesome and attentive on the beach. The check in and check out experience was terrible. The icing on the cake was upon check out Walner who completely ignored my good girlfriend and I presence. I worked in hospitality for 3 years and I've never continued a conversation on the phone while guest where literally waving at me at the front desk. That's what Walner did. Not only did he ignore us for 5 minutes when he finally said something his breath was terrible ! Did I mention the women at the desk on the side who was in charge of making our Covid appointment was extremely rude and tried to blame it on her English! She spoke English quite fine! She was rude like many other staff members. This place suck ! RUN read more

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This is advertised as a 4-5 star on Google search and hotel booking sites but in fact it's a deteriorating and poorly maintained if any at all. I came here, trying to give this place with the benefit of the doubt but HUGE MISTAKE on my part. My deluxe room was like a 1-2 star bedroom, it's pretty gross. I have found mold in ac unit, yellow stains inside toilet, rusted mirrors, room lamp, dirty curtains, bedsheet, Broken glass on my balcony view and construction rumble near outside ac unit. I went to try the breakfast buffet, rusty toaster, the food counters are mad old, deteriorating paint. They have a open kitchen for omelet, that area was so dark and damp which hide the rustyass cooking equipment they were using. Feeling so disappointed and grossed, I could not explore the rest of the resort anymore. I checked out immediately after voicing my complaints to the front desk. I'm pretty sure the hotel staff knows and have bought this up with their superiors but they simply don't give a shit about fixing the place. This place seems like it's operated by slum lords, trying to milk it as much as possible without putting in money to fix it. read more

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I'm just trying to figure to out how is this resort still open? and it had 4.6 stars on google. Like is by far the worse resort I've ever stayed on like seriously. Poor quality, is not even up to date. The rooms were old. Food quality and choice was super limited. All this protocol to go in the buffet yet again for poor quality food. Not even fresh juices they had. I would call roomservice from the phone no one would answer I would have to go downstairs to ask for whatever because the phone would just ring. Some rude staff as well especially at the dinning area " Ceclia" super rude lady working the door at the hibachi restaurant. No fun activities at all. We literally went there for a wedding and I'm glad we did because oh man it wouldn't been a boring and sad vacation. read more

This place is full of mold. BLACK MOLD. Do not take your family here. The food is no better than McDonalds. All there restaurants are fully reserved with no availability but there is no one in them. Bottom of the line drinks, The only good thing about this place was outside. read more

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Not sure where to start with this one. We spent lots of time with other guests, so I know our experience was not unique. I'll start by saying the reason we ended up here was because our friend is a Royal Elite member who loves Sandos other resorts and she thought this place would be just as nice. That was because she also thought it was adults only, which it is not (although there's nothing really for kids either). It took a very long time after our delayed flight to get our private car to the resort and once inside there was no beer, wine, water, or sodas like she's used to. When we get there we dealt with the very rude Carlos. We were supposed to have a suite with 2 bedrooms and a living room. One minute he says they gave our room away because we were later than expected (which they knew and we had no control over) then the next he says if we pay more we can get a room like that. So instead we get 2 rooms that are not very close together, plus our 2 queen beds were 1 king in one of our rooms. Next day we were able to get the correct room, but this place is very rundown to say the least. Housekeeping staff are very pleasant and thorough. Food is mostly awful. Room service is a smidge better, but the Baja tacos at St Trop and Gaijin are the only halfway decent things here really. Our friend was upset because there was nothing exclusive about her membership here - no areas and restaurants just for us, no butler, no bottles brought to our room, no top shelf liquor - you get the picture. She pays way too much for a timeshare to not get the perks she's promised by the resort. Not to mention that when we arrived we were charged more than we were quoted when making the reservation. Service is mostly horrible and completely inconsistent. Had better luck using their website for room service and requests, but still not great. If you want relaxation during the day good luck. They have very loud activities all day long that you definitely hear in your room. If you're looking for fun at night it is pretty non-existent. Entertainment staff tries hard but there's only so much they can do. Recommend the fiesta if you're there for it since it was a good show and a better buffet than usual. We were also put off a bit by tip jars in an all-inclusive resort. Fine print literally says gratuities included and it's not standard for most countries, so why are they out? I've been to other resorts, including Mexico, and have not had this before. I have a bracelet I wear - I'm not expecting to carry a purse, but some bar staff will clearly ignore you if you aren't tipping. Give me good service all week and I'll consider tipping you after since I only have big bills (and yes I did). This is definitely a place to ignore for at least the next 5 years while they work on making this place an actual all-inclusive resort (it wasn't originally and then Sandos bought it). I would not recommend this place. read more

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MOST DISGUSTING EXPERIENCE! They literally served HOTDOGS everywhere and they do not allow you to eat UNLESS you make a reservation but once you go to make one it says booked even though absolutely no one is eating in the restaurant. My family was literally starving due to a lack of food resources and I wasn't able to get a reservation and forget about room service I waited 2 hours and no one answered. I'm not sure if it's protocol to ration out food due to it being an eco resort but I wish it would have been disclosed it was very disheartening to see the day I left the resort they put out better food quality and actually began to clean and gear up for the weekend guest but treated the guest that stayed during the week like trash. Don't expect it to feel like a vacation because clearly the comfortability of there guest is not the priority but the water slides where nice read more

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RUN....EVERY 1 STAR REVIEW ON HERE IS 1000% LEGIT...RUN. Hotel check-in is old school, index cards. Food is terrible and repetitive. Poor customer service, and the drinks were watered down with no flavor. It would've been nice to have had a decent drink to forget about the bad food, service and accommodations. When checking in, there was an older gentlemen complaining, He was asking for maintenance to replace his lamp shades in his suite, which at that point should have been my first clue to run. I paid for an extra night before arriving, as I was traveling on the red eye and wanted to secure my rooms(2) would be ready when I arrived at 7:00 a.m. and not have to wait until 3:00pm check-in time. Well guess what, they did not have my rooms ready, yet they took my money for the night before and still waited until 3:00 pm to check in. Meanwhile they accommodated us (4) in one single room which was poorly upkept (see photos below, now I understand why the older gentlemen wanted maintenance to replace). Our reserved rooms had telephones that did not work, we could not call for room service or maintenance issues, and the air conditioning was poorly cooling. A good cup of coffee would have also eased the blow of this poorly managed hotel, but I couldn't even get that. The coffee machines in the room are useless and the outcome was disgusting. This is my version of short & sweet. All inclusive....as nice as it sounds was the worst experience ever. Don't waist your time or money at this place. I was happy to come home after a very disappointing first time in Cancun. April 26-30 2023 read more

Sandos Cancun - Lamp shades in our suites. - Hotels Near Me - Cancún, ROO

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After being here a few days my stay has actually gotten better. I noticed different personnel at the front desk and each time I spoke with them the issue was addressed right a way. The rest of the service staff has remained great. Tho there was never an issue for me the food has gotten better as well. I've got 4 days out of 7 before I leave so we will see how it goes. read more

I have had a terrible experience since the moment my husband bought a time share at Sandos. The food is AWEFUL/ they try to nickel and dime you with everything: act like your unintelligent and can't figure pesos to dollars and tell you your getting a deal at a normally $200 massage for only $180! And that's 45 to 80 min depending. Hello!! I'm not stupid. I pay more to visit now than before I allowed my husband to buy the time share: which I never wanted. Ugghh The food is AWFUL! Omg I would rather eat McDonalds and I swear I would feel like I had a much more decent meal. And I don't eat fast food a lot and especially McDonalds. This food is gross. I'd rather go hungry. Ordering now a bunch of stuff and making small changes to see if it's better or just pathetic . At the TROP restaurant by the "all inclusive" pool (a joke!) says snacks so... I'm gonna see. Snacks are not usually sit and order in restaurant only ... if you can call this a restaurant: I'm not the person that wants to be pessimistic but I have to tell ppl.! DO NOT BUY THE TIMESHARE. Do not eat the food unless you have to. It's sad read more

Let's start from the a month when trip was already booked and paid in full. After reading a bunch of negative reviews i was doubt and close to cancel the trip and find something better. Busy NYC life, 2 full time jobs, kiddos- i missed due date for cancellation and had no choice. You will be surprised as I was and still is ( i am staying here now for 3 more days and enjoying every minute) Do not trust all the negative reviews: resort is up to date, pools are clean and there are 3 or 4; beach is so close and clean ( except the days when there a lot of seaweed because of the weather and especially on July-August) We arrived 4 hours before check in, so we went to buffet - i will rate it 4 out of 5. The room is very well maintained, looks like everything is up to date, very clean, AC works perfect, no noises, view is beautiful. Room service 24/7 offered plenty amount of food and deliver in 15-20 mins, mini bar/fridge is restocked every day even often as per your request. The bar with piano at lobby- my quiet space, like sitting there at midnight having shot of tequila before going to bed. Hibachi, steakhouse , Italian restaurant not disappointed. My advise: wake up earlier, go to the pool/beach, take cabana and you all set: you can drink and eat right there entire day:) and getting amazing tan. All staff are friendly and helpful. I LIKE IT!!!! and trust me i have experience in a lot of luxury resorts and i can compare objective. I wold like to give 10 stars to this resort, try and you will not be disappointed! read more

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Stayed at Sandos Cancun 6-Days and this is one of the worse hotels we have ever stayed in. It is NOT a 5-Star Hotel. Not even close, maybe 4-Star that is currently falling apart as I write this Review. MOLD EVERYWHERE, ON WALLS, IN AC UNITS IN EACH ROOM. SEE ATTACHED PICTURES THAT WILL DESCRIBE IT ALL. I will summarize as best as I can. We had 2 Separate Rooms for 5 Nights. So we got to see the inside of more than just 1 Room. 1st Night AC goes out and Maintenance Department is in our room at about 10:00PM putting Freon in our AC Unit to get our room to a decent temperature. Rooms are falling apart, Telephones have Incorrect Room Numbers so don't pay attention to the Room numbers or you will be lost & any room service goes to incorrect rooms. USB outlets did not work in Either Room. One rooms Wall Outlet (Power Outlet) by Bed did not work at all. Walls are constantly being painted to cover the mold growing on them from the inside out. They don't even paint the entire wall so you can see the discoloration on the walls. Twice we were left with ZERO Towels in our rooms and trying to get any towels at 4:00PM is next to impossible. Trying to Call "Hotel Operator", "Housekeeping" or "Front Desk" is Futile. They Simply do not answer the phone (you get a recording that they can not answer your call). We tried calling for about 35 minutes straight and finally just went to the Front Desk to try to get at least one towel to dry our hands. On our check-out day we called the Front Desk for about 30-40 minutes and they never answered. So we had to go downstairs where we waited for about 45 minutes to Check-Out, and you MUST check out in person to have the Wrist Band removed (it has a door sensor) or you will be charged a hefty fee. This Hotel needs a Complete Remodel. Everything is old and falling apart. There is No working Jacuzzi in the General Pool Area. It's there but it does not work. We had to take a Covid-19 test in a room that was full of Mold on the walls and ceilings. 2nd Floor of the Hotel between other rooms that are currently occupied. This gives you a pretty good idea of the condition of the Hotel "behind the scenes". There has been broken glass for at least the past 5 Days on a Terrace that 50% of the Hotel Guests can see from there room and no one has bothered to clean it up. Room Doors are falling apart. Coffee maker in room, but no Cups, no sugar, stirs, nothing. Glasses in the room would not fit into coffee maker. Rooms are falling apart, window seals are broken and hanging, doors are old and rotting away. Exterior Walls made of cement are cracking and falling apart, chunks of cement are missing from the exterior walls. Lobby Staff will not help you at all unless they are trying to sell you something. They are extremely friendly at arrival when they try their very best to hook you onto the "Sandos Elite Club" or are trying to sell you day activities but otherwise they simply don't care how your stay is going or how they can assist you. They use the same staff that is trying to sell you these things to supposedly give you Hotel information and it just simply does not work as they only care about their commission. We have stayed at Sandos Cabo San Lucas on Many occasions in the past and that Hotels is Awesome when compared to Sandos-Cancun. I would NOT recommend Sandos Cancun to anyone, no matter what their budget is. Not sure who or how a 5-Star Rating was given to this hotel as it falls extremely short on all points. See attached pictures that show some of the terrible conditions of this Hotel. read more

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Checked in June 4. First off, we got this ALL INCLUSIVE HOTEL because we read a mix of good and decent reviews and decided to take a risk. HORRIBLE. Check- in took over 4 hours and the staff in check- in is very rude. We will definitely NOT be coming back here. ROOMS: OLD, DIRTY, RUSTY we actually bring our own sheets and bedding so not too bad, but still. Very little power outlets other than one in the bathroom and next to one side of the bed. STAFF: VERY RUDE and had an attitude. The RUDE staff overs the sweet one or two staff that there is. RESTAURANTS: DECENT: the best ones are probably the steak house and the Italian. Best staff there. We read that this was a 5-Star hotel and this is very far from it, guys. We heard very many good things of SECRETS THE VINE right next door. Next time will head there. read more

Not going back. More of a prison than a resort to be honest. We went here for a wedding, and it was not the best. There were a few concerns that I have. First, it's rated at 5 stars, but the food was not too good, neither was the alcohol. The alcohol is not what the bottle says. The taste is completely different. Next, the resort itself is pretty basic. I mean they have a pool, but that's about it. Now here is why I'm really giving them one star! We paid a lot of money for this place, but it seems as if they have a up charge mafia here. It's all inclusive, but they try to get you with hidden fees and charges that seem completely arbitrary. So, when my mom checked out, they tried to charge her an extra 250$ when she inquired about the charge...they said never mind... this is a bit fish to me. Now, when my boyfriend and I left, they wouldn't let us leave without having an exit pass which they only give you if you pay the extra charges! We were not having it, so we walked past them. At which point, 4 of the workers literally created a human wall to prevent us from leaving, even though we clearly explained that everything had been paid for by my mother who checked out earlier and we had a flight to catch. Then, what really blew the top off for me was when two of the door men touched my boyfriend backpack in attempts to prevent him from leaving! Is this what you do at a 5 star resort? Then, they said they will call the police if we don't have a checkout card. When we called the bluff they dropped all of it! I feel bamboozled. Honestly, so weird. Anyways, not going back. For anyone who does go to this dungeon, take your own alcohol... oh an the elevators are tiny boxes with no AC! read more

Poor excuse for a resort! Felt more like in a prison! Very lousy food and absolutely mo entertainment! Hot tub broken, check in took over 2 hours! Staff unfriendly and pushy! Buffet dirty and disgusting Stay away read more

Sandos Cancun - Horrible - Hotels Near Me - Cancún, ROO

I wish I could give this place zero stars. Do not book here. Look at any other resort. The big beds? Two full size beds glued together... the walls?? It's got water damage and mold. Is painted over. The bathroom? It's got mold by the vent. The furniture?? Scuffed and chipping. The seasons restaurant has five things. That's it. Don't even get me started on the water pressure. The sheets are moist because of how humid and wet the air is inside the room. The air condition stinks so it had to be off so we were sweating in the room. This trip was supposed to be well deserved but instead it was the worst vacation ever. So disappointing. We called room service but it kept telling me to dial a different extension. So I called the front desk and they send in a few minutes someone will call me. An hour later I had to play phone tag with the receptionist and finally ordered my food. The room service lady was giving me attitude. You call yourself all inclusive? Sure everything is included but not accommodating at all to the people that book here. The only positive part is the people that work here are super nice and passionate but that's all that's got this place running. read more

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Great staff good food plus a beautiful ocean front. This is my second time this year going. read more

Sandos Cancun - Hotels Near Me - Cancún, ROO

My husband and I just returned from 5 days at Sandos Cancun. Its a favorite spot of ours. We have been several times and it continues to offer excellent, personalized service. We love the intimacy of a smaller hotel. We absolutely loved our service from CHANTAL poolside and breakfast service. She went above and beyond to ensure VIP service. We were so lucky to have met her on her first day. Guernemos (my apologies for his spelling) was also excellent for poolside service and breakfast and lunch service. We were craving something specific to eat, not on menu, and he nailed it. It was delicious!! Above and beyond, as always. The steakhouse night was excellent. It was a perfect "date night" for us. The chef made it a point to come talk to us and offer specialty items. The COVID testing process was seamless. Room service was excellent - food and service. Thank you again, Sandos Cancun, for an amazing vacation. read more

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Beautiful location. I came here for a wedding and I truly enjoyed my stay here. We were greeted by a warm and welcoming staff. The room was clean, spacious and filled with lots of goodies. The view was breathtaking. The pool and the beach were perfect. The games by the pool were awesome. Cooking classes and other activities occurred daily. I read reviews about the food at the restaurants before coming, so I wasn't expecting anything great, but to my surprise, it wasn't that bad. The breakfast at Zango's wasn't anything to write home about, but the fruit was ridiculously fresh and that's what you need after a night of tequila and tacos! Very refreshing. I did stumble upon some delicious mussels during lunch- I had about 50 grilled mussels all to myself (rubs belly). There is another restaurant, right on the beach where I ordered grilled salmon over smothered sweet plantain and a mango duck salad. That dish was delish!!!!! The food served by the pool and on the beach is mediocre, but there is a variety of finger food to choose from, along with a number of mixed drinks. Can't complain. I really enjoyed my stay here and will definitely visit again! read more

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This is a very low tier/quality all inclusive resort. The only enjoyable things the resort has to offer is the massages at the spa and the beach. Otherwise, the food is mediocre at every single one of the restaurants, the drinks are extremely sugary, and the buffet is equally disappointing. The overall building and hotel room also require remodeling. One of the showers in the jr suite had a completely jammed shower knob and the ac unit leaked a lot . The rooms become very humid because the ac unit doesn't cool the room well, and the sheets feel almost muggy or moist because of how humid it can get in the rooms. If you're being cheap but have the money to afford a higher quality resort, just book the higher quality one. Otherwise , you'll have just have wasted money staying here and wishing you'd stayed somewhere nicer. read more

*READ THIS FIRST* THIS IS NOT A 4 STAR HOTEL This review is long, not because I want to complain, it's because maybe this can help you avoid wasting your time/money. I honestly don't know how this hotel has such a high rating, are they bots or something? In this hotel there are two types of guest, "Elite" and "normal folks." They will treat the "Elites" very differently compared to us normal folks. Half of the hotel is RESERVED for "Elites" ONLY. There are two restaurants you can dine during lunch as a normal folk. The buffet and a snack shack. It's very frustrating to see that even if it's busy and there is no one sitting in the "Elite" section, they will make you wait, you peasant. SERVICE: I am not sure if they are understaffed or not but half of the staff are not very friendly or attentive. Of course the other half are either fine or was great. There was an incident in the hotel where 6 wedding crashers had an altercation with a wedding party (they spent over 60k on this wedding). The staff did not kick the wedding crashers out, so the wedding members fought the wedding crashers. The police was called and started to look for the wedding member. But rather than figuring out what rooms the wedding party was staying at, the security team barged into almost every room looking for the wedding members. Keep in mind that this was at 1:30 AM, they did not even knock or warn that they were going to come in. Imagine if you were taking a shower and this happened?! I wish I was making this shit up ‍. Also when we got there we had to pay some room tax or something for 400~ pesos, but get this, when we asked how much would it be for usd they said it was 30 USD. (At the time of writing the hotel was taking 1 USD = 18 Pesos) 30 USD x 18 Pesos = 540 pesos. We told them of their mistake and all they said was "oops." Also they would NOT let us pay this "room tax" with a credit card ONLY CASH. But everything else we could pay with card. GUARANTEE they pocket that cash. They also almost made us pay an extra $300 USD BECAUSE THEY CANT CALCULATE. Basically we owe 7209.74 pesos but they miscalculated and tried to make us pay extra. It was sorted in the end because we double check the calculation with a CALCULATOR and ended up paying the right amount. DONT GET SCAMMED DOUBLE CHECK YOUR RECEIPT AND TAKE PICTURES OF IT. FOOD: The food mostly did taste good, but the choices are very limited, you only have two restaurants that reliably served food throughout the day. Though, room service is available 24 hrs, and it was mostly good. The buffet was small and often had similar dishes, like 4 veggie dishes out 12 that's pretty much the same. AMENITIES: There's the beach which nice but half of the area is reserved for the "Elites" and the common folk has to share the other half. The pool area has no swim up bar...so that's a huge downer. There is only 1 or 2 servers as well at the pool area so expect to wait 30-45 mins for your drinks if it's busy. At night time they have ONE bar that's open past 8PM and they only turn on one light so pretty much 75% of the area is dark. And for some reason they don't play any music at all. I think you have to be an "Elite" to hear it. After a few days it gets boring here real fast. ACTIVITIES/SHOWS: I have been to RIU franchises before and the standard I hold is to match their shows/activities. IT IS BORING HERE. Out of the 7 days we stayed 2 of the events were worth going to. Silent Disco and Karaoke. You are in this hotel to retire or something not to have fun. ROOMS: Rooms are fine but very outdated. Washrooms are small and only has one sink. Once you go into the room and look at the shower head, you will understand how bad and run down this place is. TL:DR = Don't go here, but if you do make you like my review so people know how accurate it is. :) read more

A solo traveller here. I stayed there in mid-August. After booking the trip I looked at several reviews and was on the verge of canceling my hotel booking but decided to not to. I just lowered my expectations and expected the worst which was all unnecessary. I had the best time. The room was simple but clean and everything was working. It was missing a hair dryer and had some empty water bottles when I arrived but that was taken care of as soon as I notified the front desk. Drinking water was refilled daily. For the minibar restock I did have to notify them separately though and it was tough to get ahold of somebody over the room phone. So I had to go downstairs for that. Wasn't a big deal. It was the biggest inconvenience of my stay. I arrived before 3pm which is the check-in time. So I had another 3-4 hours until I got my room. However they give you the wristband right away. I ended up changing in the bathroom and enjoyed a drink on the beach until they got my room ready. The food was good. There were 3 restaurants available for dinner but it had to be reserved. So I skipped it. The regular buffet was plenty for me. Each guest was registered and escorted to a table for all meals which was nice and avoided chaos. I'd suggest to stay away from any beef dishes. Toughest beef I've ever had. After trying couple times I decided to stick with fish and chicken. The selection was decent. I'm not sure why but there wasn't any crowd at all throughout my stay which was great! Plenty of spots by the pool and beach, no lines at the bar or buffet. And...I don't think it's an adult only resort but I didn't see any kids. Again...a big plus for me. If you're looking for a party scene then this might not be for you. I needed something safe and quiet and that's what I got. The whole stay was very peaceful and relaxing. Didn't encounter any rude staff, everybody was nice and polite. Beach was clean. Loved those cabana beds right on the beach! There was always a wait staff walking around and serving drinks. They always took good care of me. A little advice: even if it's an all inclusive resort, tip the staff. You'll be appreciated! read more

We stayed here for our honeymoon and it was amazing. The hotel is absolutely beautiful and the rooms are spacious and comfortable. The customer service here is better than most hotels as well. Whenever you pass by a staff member, they always have a smile on their face and greet you. They are very interactive as well which we appreciated! There is always something to do at the hotel because the entertainment is never ending. The restaurants, room service, and the buffet also provide delicious food. The bars also make yummy and strong drinks and I love how the pool/beach area has a bar and a brick oven for handmade pizzas. The handmade pizzas are absolutely delicious and a huge shout out to the staff making the pizzas!! Also the DJ at the pool has fun music which gave the pool area such a fun and luxury vibe! And if you're staying here on a Tuesday, we highly recommend the pool parties!! They were so much fun and they brought out live dancers and entertainers. There is also beautiful landscaping by the pool area with cute little egg shaped cabanas that overlooks the beach. We actually read our vows there one night and it was absolutely special. If you're looking for something to do at night, we highly recommend the hotel club too! The DJ had amazing music to dance to and the bar made great, strong drinks there too. Overall, Sandos Cancun was a 5/5! Highly recommend staying here for your next Cancun vacation! read more

Since posting my last review, I also want to add here that I went to use the bathroom and there was no water. It's late and I'm too tired to deal with the terrible customer service here and will call them in the morning. But this has been so awful read more

It depends what you want in Cancun. If you want a hotel with lots of fun day time activities and lots of choice and lots of people this is not it. If you want decent food and no lines and no trouble getting a seat then this is a good choice. Low key events like piano bar. Casino night. Mexican food is terrible. But the Japanese and steak places are good. The restaurant by the beach serves excellent wings and fresh fresh fish. Rooms are nice and clean. We had a dining table and kitchette with wrap around balcony. Good family place to go. read more

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Over charged me. When I went to check the lady had no idea what she was doing and I was there an hour, had to go to the airport to not miss my flight but was told they would take care of it. After returning home they figured it out, but told me I had to use the amount as a credit toward another sandos stay. I accepted that. Now that i want to use it Im being told I have to go back to this crap hotel instead of another one of Sandos to use the credit amount. I will not ever go back to this crap hole that does everything possible to scam me. read more

This place presents itself as a luxurious resort. However, everything about this place is sub par at best. The service is mediocre and the food tastes like it was pulled out of a fridge and put in the microwave. The drinks were terrible. Not to mention the maids stole from my room. The concierge was very unhelpful. I am disappointed with my experience here. I will not be back. Please save yourself your time and money and heed my advice. read more

We stayed seven days at Sandos Luxury Experience All-Inclusive Resort the last week of January. We have stayed at several hotels in Cancun, and after reading the reviews, we decided to give Sandos a shot. Here are some highlights: Reception: The reception was seamless, and the employee was friendly, welcoming, and answered our questions. After checking in, you are referred to the concierge (AKA: vacation club (timeshare) presentation scheduler). We signed up for the presentation and were rewarded with two massages, a weeks worth of access to the spa wet areas for one, two shirts, and a canvas beach bag. Rooms: We were celebrating an anniversary and discovered a bottle of wine, a bottle of champagne, and chocolate covered strawberries inside our room upon arrival. This was arranged by Web Relations representative, Rosalia Luna. We also discovered that our anniversary was memorialized in the sand on the beach in front of the hotel. This was arranged by Cesar Tavenier. The rooms are large, clean, and have polished tile throughout. We had a standard room with views of the ocean and lagoon on the fourth floor (because of the hotel layout, most rooms have a view of the ocean and lagoon). There was no bathtub in our room and only one sink. The room had a well-equipped mini-bar that was stocked daily. We also had a balcony that provided great views of the ocean. The housekeeping was very good, but they start early. When furniture is moved around on the floor above, it is very loud; especially if you had a late night. They might want to consider putting sliders under frequently moved furniture. Food/Drinks: Our favorite part of vacation. The daily buffet (breakfast, lunch, and dinner) restaurant is called Zangos. Each day they had different offerings, and the food was very good. For example, they had a baked potato bar, taco bar, and waffle bar. Omelets are also made to order each day. In regard to drinks, they had some top shelve alcohol, and I never had a watered down drink. More often than not, I had to request less. The teppanyaki restaurant, Gaijin, was really good and a lot of fun. Both of our chefs, Wilber and Daniel, were entertaining and prepared an excellent meal. I have been to several teppanyaki restaurants outside of the United Stated, and Sandos has it figured out. The Gaijin host, Valentine, was on top of everything and ensured our drinks were full. The Seasons restaurant had modern cuisine with steak and seafood. Our waiter, William, was pleasant and provided suggestions. Besides St. Trope (pool/beach snack bar), the service at the restaurants was very fast. They just did not have enough people working the pool and beach area. At times, it was faster to exit the pool or the beach and order yourself. Room Service: Sandos has the best room service out of all of the Cancun resorts we have stayed at. The menu was comprehensive, and the servers were polite and professional. The waiters even brought a specific and unique alcoholic beverage that was not on the menu. Entertainment: This is a smaller hotel with smaller entertainment acts. This is not a bad thing because the acts were great. For example, at Zango they had a salsa band, and in the main bar, Bar One, they had a singing group called the Tenors. Both were excellent. There was also a casino night, and the grand price was a bottle of Sandos branded tequila. It was fun. Pool and activities were also very good. Liz and her partners at the pool did a great job with trivia games, yoga, and salsa dancing. Sandos entertainment is finished by 10:00 p.m. or so. Beach/Pool: The beach was perfect, and we did not have an issue getting chairs. I was told the resort was at 65 percent occupancy; so 100 occupancy might be an issue. The lower pool was hotter than the upper pool. Please note that the upper pool is in a shadow after 2:00 p.m. from the towering neighboring resort. Lifeguard: During our stay, we witnessed a Sandos lifeguard, Rafael, save the lives of three guests who were trapped in a riptide. Rafael sprung into action, swam to the individuals with a flotation device, and loaded them onto a watercraft. Rafael was truly heroic. I commended him in front of his supervisors and bestowed upon him a coveted travel pin of excellence. Checkout: Like the check in, the checkout was seamless. The Guest Service Manager, Enrique, met with and ensured we had a great visit. He also provided us with bottle of tequila to go. While no resort is perfect, Sandos is in the process of adding a restaurant and also making additional capital improvements. One area where no improvement is needed is customer service. All of the employees were excellent! read more

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We had our wedding here at Sandos Cancun. From start to finish everything was perfect. The staff are very friendly. All of our guest can't wait to return. read more

This is a really nice resort and everybody there was extremely extremely friendly. I don't quite understand the bad reviews, we had a beautiful room that was super clean. No issues at all other than I couldn't get a good spicy margarita. I would definitely come back here again. read more

RESORT FROM HELL. DO NOT BOOK! Pulling up to our resort, it was very lackluster. We entered the lobby and began to check-in and were told we needed to pay an eco fee which was not included in the $2k we already paid. We were told CASH ONLY and were given different amounts. 400P, 420P and if you were paying USD, we were told $30 (580P). We questioned the discrepancy, and the staff said the resort can decide what currency to use. I asked for the currency rate, did the calculation, and showed him how much we should be paying, he then shooed me away to the female staff. Spoke with her and they reluctantly gave us $5 back. The front desk was a horror show. One of the nights, they offered our friend drugs. When we got to our rooms, they smelled of mildew, the shower walls were covered with black mold and the blankets were moist. Lighting in the rooms barely worked and there's only one plug on the opposite side of the room. There were 3 (small) elevators but most of the time, only 1 worked. The second day we found out you had to be an elite member which was to attend a timeshare presentation AND pay into the timeshare to use the full amenities, get premium alcohol, and to eat at all the restaurants with no restrictions. The food was limited, cold, undercooked, and gross. You also, only get 2 water bottles in the room and that's from the first time you check-in. When you ask for water, they tell you to go to a restaurant or call room service and they give you small GLASS water bottles and that's IF they even show up. The room service food was also horrible. The buffet was small, food was cold and only had 2 decent items. Service was slow and at times we had to go and place our own drink orders and grab our own cutlery. The buffet would close from 1100am-1230pm and the only other place open was ST. Trop but if you're not an Elite member, you can't eat there until after 1230pm. St Trop only had about 3-4 decent options but were overshadowed because the portions were small, inconsistent, and again, waiting forever to be served. When we ate at Gaijin, 2 out of the 12 glasses already had water in them. We didn't trust it as we did not see anyone pour the waters and asked for new cups. We then got berated and laughed at by the staff and they ended up pouring the water back into the jug. None of us drank the water that night. The food wasn't that bad, but they had managed to over cook the chicken and beef. The highlight of the meal was the rice, veggies, and shrimp. At Frattini's our friends received the most disgusting service ever. The server was sexist and would not even acknowledge the females in the group and would only speak to the men. The website states there are 4 bars but Bar Two was never open. Bar One was only available to you after 12pm and closed at 1am even though it states 2am on their website. It was inside, lights were always off and never played music. St. Trop was only available after 1230pm (reserved for Elites) and closed early. Royal Elite Premium Bar was only for Elites. One night, there was an altercation at the resort, and the cops were called to search for the guest. 5 men (staff & cops) began searching every room, mine being one of them. Imagine waking up to 5 strange men in your room, at 2am. It was TERRIFYING. When we complained twice to the staff, one didn't even apologize and the other gave a half ass apology. While checking out they then tried to tell our group we owed 12,000P and couldn't even explain to us why we owed 12,000P when we only owed 7,000P which was noted (in tiny print) on the receipt. They made us 30 minutes late for our shuttle back to the airport. In the end, we resolved it and made our flights back home. I have never been more excited to leave a vacation in my entire life. The only time we had fun was when we left the resort. The ONLY thing good about this place was the entertainment staff, but this is where it ends and to me, paying $2K for the entertainment staff is not worth it. read more