Sandos Playacar All Inclusive

Mexico , Riviera Maya / Playa del Carmen
PLAYA DEL CARMEN, Paseo Xaman - Ha Manzana 1 Lote 1 Fraccionamiento.
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100 reviews shown

10/10

Exceptional

11 Mar 2026

Susan Marie

We spent most of the time in the adult only pool. It was very nice. Need to get there early to get chairs. They had fun activities every day. The adult only pool should have a swim up bar. Our room faced the beach. It was a lovely view. We did not really use the beach because of the sargussom. There was a lot of it in the ocean and on the shore. We did not notice a smell until our last day when we were leaving. The staff was wonderful. Everyone was friendly and helpful. I would especially like to recognize the Expedia reps at the hotel Melisa and Majo. They were fabulous. They helped make all of our dinner reservations, scheduled luggage pick up, gave us information about getting to 5th Avenue and checked in with us every day on What's App to see if we needed anything and how things were going. We were able to ask them questions and they would respond quickly. They made us feel special and were so attentive. The room was clean and roomy. Nice to have a balcony and ocean view. The air conditioning was very cold and we couldn't figure out how to turn it down. The water in the shower was not warm. It was cool. Neither of these were deal breakers. We managed. The room could use more hooks to hang wet bathing suits and towels. There were only 2 in the bathroom. We really enjoyed our stay. It was so relaxing. Just what we needed. We would recommend this place to others. We feel we got a good value for the price we paid. The food was good. All of the restaurants were good service.

Family

6/10

Pleasant

09 Mar 2026

Jade

Not the best experience. Expedia staff was excellent, but a few other areas need improvement.
No restock of mini fridge
Mexican restaurant was horrible and the front desk was unhelpful with towel cards.

Family_with_children

10/10

Exceptional

08 Mar 2026

Daniel

Had a great experience and the Expedia representatives were the most helpful we have encountered.
Help us navigate trips off resort, book dining and even brought a cake and set up a time to bring to dinner to surprise our mother. Would highly recommend.

Family_with_children

10/10

Exceptional

04 Mar 2026

David Cochrane Crowley

Check in was easy and our stay was made even better with our Expedia concierge staff who were available via WhatsApp! I want to give a special shout out to Melisa, Zyanya, Mar, and Maria for making our experience more enjoyable. They made reservations easy to book for the various restaurants on-site. I would definitely recommend this place for couples and families! And thank you again to Maria for surprising us for our anniversary with a few treats at dinner.

Family

10/10

Exceptional

04 Mar 2026

Santino

We enjoyed our stay here at Sandos. Everything we needed was right on the resort property, so we did not have to leave at all during our stay. Our family enjoyed snorkeling, parasailing, and having our photos taken right on the property beach. We did wake up to cold water one morning but that was fixed in a timely manner.

Family_with_children

10/10

Exceptional

02 Mar 2026

Colin

Our ground floor room opened up to pool area which was relatively quiet, with a poolside cocktail bar and daily lunch served at the small restaurant. The hotel was very comfortable, with walkways through the jungle to the beach with many small mammals and lizards along the way.
We loved the sustainability of the complex (no plastic bottles, straws etc) and excellent restaurants.
The staff were super friendly and helpful, especially the Guest Experience team of Melisa, Zyanya, Mar & Maria who helped with excursions and restaurants. They also arranged a surprise cake to celebrate our anniversary, which was very nice.
Overall, an excellent relaxing place, but does need some renovation during the offseason.

Family

4/10

Poor

01 Mar 2026

Todd

Room nice, resort has a lot of walking to get to beach. Kids got sick, lots of other people got sick. Norovirus

8/10

Excellent

28 Feb 2026

Aleksandra

All clean and in good shape, they forgot to restock mini fridge, we have had to call them about it, also haciendas got their own pools - ours was half empty until the day of the parties….

Family_with_children

8/10

Excellent

27 Feb 2026

Chrystal-Lynn

Staff was mostly great, excellent food and rooms were clean and quiet. All bathrooms need upgrades and more attention. The night shows could use upgrades and be earlier than 9pm for families and the gym and coffee shop open too late in the morning for us. The layout of Resort was confusing and the maps were too-lots of walking which was hard on little kids.

Family_with_children

10/10

Exceptional

27 Feb 2026

Nosrat

The resort was great. We were part of a large party g

10/10

Exceptional

27 Feb 2026

Fernando

Yes

Family_with_children

8/10

Excellent

26 Feb 2026

Paul

Our room was really nice. The food was excellent. The staff were very friendly and helpful. The only issue we had was that the resort is spread out so you had to take a trolley within the resort. The problem was that they only had two trolleys running so you would have to wait up to 20 minutes for your trolley. They need to add more trolleys

8/10

Excellent

24 Feb 2026

Susan

Room was nice and comfortable. Cleanliness was good. Ventilation system was loud.

Family

10/10

Exceptional

24 Feb 2026

LaVaun

Helpful staff, clean rooms, beautiful pools.

Family_with_children

8/10

Excellent

19 Feb 2026

Lori

What really made the trip was the personal treatment and service from MELLISA, MARIA , and MAR.Tho I had no personal contact with Zyanya she did facilitate some of our bookings for the restaurants. I had left my iPad in a taxi when we came from the airport and Maria got me in touch with the right people and translated for me so I was able to get it back quite easily. The girls facilitated our bookings for the restaurants also helped sort out restaurant mishaps for our party of 12 ! A big thank you to them! It was always a pleasure to see and be greeted by them in the lobby and on the paths! We enjoyed the pools, slides, and entertainment. I especially loved the coffee bar!

Family_with_children

10/10

Exceptional

19 Feb 2026

Justin

Really excellent resort overall.

10/10

Exceptional

19 Feb 2026

David James

Clean rooms,staff was great. Our personal Expedia guest services went above and beyond. Stage shows were very good. Food was good. The layout was ok but the grounds were beautiful

Family_with_children

6/10

Pleasant

19 Feb 2026

Morgan

Room - The room was in good condition. It was a little dirty in places but nothing too serious. They did not restock anything the whole time we were there. There was also not any snacks in the room, which was wierd

Staff - It was not the best service I have ever had. The only people that seemed attentive were the people trying to sell you something. I only got a cocktail waitress to bring us drinks twice the whole time we were there.The staff at the restaurants refused to work with us.

Resort - This resort is gigantic, if you don't want to walk miles upon miles a day, don't go here.

Restauraunts - This was the worst part of our trip. It was absolutely impossible to get reservations for any of the restaraunts the whole time we were there. We were forced to eat the buffet. We finally got into a restauraunt by a fluke and they were not accomodating at all. We had two extra people in our party and they would not let them eat with us, they said they were full. The entire meal all the tables around us were completely empty. So for one, they could have eaten with us. But also, why is every single restaurant booked up every night when they are half empty? I am also used to resorts that have multiple bar and food options throughout the day. I was very very disappointed in this resort.

Beach - Honestly , this was the only thing I liked about this resort. The beach is by far and away the best beach I have every seen in Mexico. It was gorgeous, clear water, white sand. Loved it.

Family_with_children

10/10

Exceptional

19 Feb 2026

Steven Charles

The resort had absolutely the best helpful and courteous staff for a large well run resort. Zyanya, Mar, Melisa, and especially Maria, were stand out rock stars in making our guest experience top notch. They went above and beyond to help us have the best possible vacation.

Friends

8/10

Excellent

16 Feb 2026

Jun

Great responsive staff. Decent sit down restaurants. Clean spacious rooms in the Haciendas. Amenities like hot tub and backyard pool added convenience for family with kids.

Leisure Family_with_children

10/10

Exceptional

15 Feb 2026

Jason c

Everything was wonderful. Service is great. Food is excellent. Our room was clean and and the grounds were kept up very nice. Everyone is very friendly and courteous. Beach is great. Love the place. Will stay again:)

Leisure Partner

8/10

Excellent

15 Feb 2026

Michael Brayden

The room was spotless when we checked in. Housekeeping was so so, it felt like half the room was cleaned each day.
The resort is massive. Only draw back is the different level bracelets. There are a lot of areas one select people can go in.

Leisure Partner

6/10

Pleasant

14 Feb 2026

Natasha

We paid extra to have adults only and found very little amenities catering to adults only. Our room was surrounded by kids. If you want the best option you’ll have to pay even more for the elite status. On top of this, for the price we paid, our room was dated. Then, we were constantly locked out due to a faulty door knob. And our safe always glitched. The al a carte restaurants were ok. Two that we had were great one not so much. The property is very spaced out. For the size of the property there should be more options for meals. And it would be nice to see the meals changing at the buffet. It was the same food all the time. Food was sub par.

8/10

Excellent

13 Feb 2026

Michael A

I just want to thank the Sandos Expedia Guest Experience Team, who went above and beyond to make sure my family had a wonderful and special time at the resort! Mel, Mar, Maria and Zyanya helped with our dinner reservations, resort amenities, and also made sure both my wife and daughter had fantastic birthdays!!! I highly recommend seeking out their help when you are at the resort!!!! Thanks again ladies!!!!

Leisure Family

6/10

Pleasant

12 Feb 2026

Stephen

Food wasnt always available and legnthy waits for room service. I was not made aware of or given an orientation to all the benefits of my elite braclet.

Leisure

10/10

Exceptional

12 Feb 2026

anita

The resort was lovely, but standout for us was the beautiful surprise of the Expedia Guest Experience Team; staff of Sandos Playacar, but dedicated to making us feel welcome, and ensuring we had the very best time during our stay. Thank you to Melisa, Zyanya, Majo/Maria, And Mariana for all that you did, from the welcome message before we arrived (and daily!) to ensuring we had reservations at specialty restaurants at a time that worked for us. YOU made our stay special! I had no idea such a team existed, and have not encountered one at other resorts, but heads up to anyone considering booking through Expedia: this team, at this resort, will elevate your stay and make it even more memorable.

Leisure Friends

8/10

Excellent

08 Feb 2026

Margaret

My Husband and I went to this resort in the first week of February 25. Celebrating an anniversary. We stayed in building one near the beach. We didn’t have a view of the ocean but the forest outside of our deck was lovely to look at and gave us privacy. This is an older building. They need updated lighting, electrical outlets, and some color. But otherwise comfortable. It was a nice size hotel room which fit our needs.

As part of our Expedia experience, we were treated very well and had meals in the à la carte restaurants at six of our seven nights. Our two favourites were the Italian and the Mexican. The French would be third to those. I would not repeat the Argentinian visit. This resort has so much to offer and not enough character. Space here to cover it all, but I would say that by using Expedia we had an amazing trip. the staff were incredible in the resort and we were never devoid of something to do places to eat and beauty all around. The beach is amazing. We especially enjoyed our stop at the coffee café and the Mexican burrito taco spot beside it. We don’t typically think of going back to a place afterwards because we like to change things up, but we would definitely take the family to this resort.

Leisure Partner

10/10

Exceptional

06 Feb 2026

Dale Keith

Our Expedia representatives that we met (Maria mainly, but Melisa also assisted)) were truly amazing. Maria was constantly checking in to attend to our needs and we have had representation before but not quite like this. Maria, you went above and beyond

Leisure Friends

10/10

Exceptional

05 Feb 2026

Andrew

The room was clean, the staff were amazing. The Expedia guest service team was great and made sure we got everything we needed.

Partner

4/10

Poor

04 Feb 2026

Sabrina

Was so super disappointed with our stay at Sandos. Ran into issue after issue...no water pressure....no hot water... terrible food...upselling at EVERY chance they got...we ran into so many hiccups our family got to a point where we had to laugh at it. Most staff act put out when requesting anything.... will never be back to Sandos. Please take my advice and stay elsewhere- spend your money elsewhere.

Leisure Family_with_children

2/10

Poor

03 Feb 2026

Kamrul

This was, without question, the worst vacation I have ever experienced. We were completely misled by Expedia’s website regarding the resort’s specialty restaurants. What was advertised simply did not exist in reality. The only option available throughout our stay was the basic buffet, as specialty restaurants were never available.

This experience was a total letdown and far from what we paid for or were promised. I feel deceived and deeply disappointed. I am requesting a full refund, and I would never recommend this resort or booking to anyone.

Leisure Family

2/10

Poor

02 Feb 2026

NUSRAT

All inclusive is incorrect. Never went to a hotel that did not automatically provide body wash shampoo , other toiletries. The bathroom water had an odor from day 1. My daughter kept gagging when brushing her teeth so we had to switch to filtered water. Weirdly our friend’s bathroom water was fine. We went solely here to celebrate my daughter’s birthday and were not allowed entry at the restaurant due to being 35 minutes late. This was due to staff’s lack of knowledge as to location of restaurant and poor communication and instructions on direction. Went around in circles for an hour to lobby and back just to realize it was a 5 minutes late walk from the hotel! No clear directions on the resort or from staff. False advertising regarding 12 restaurants being available. Only 5. And you cannot pre-reserve before your stay. However once we got there, no reservations available! Airport shuttle from the hotel felt like a scam. We went to the hotel from airport and paid $130. So, after discussion with front desk Expedia team and clearly saying that we needed to go to TQO (tulum international) airport. We set off. Noting through our drive that the sign to tulum is in one direction and we’re we’re going to where the signs pointed to Cancun. And then scammed into paying “discounted $330” dollars. Then he charged us 10% extra mandatory fees at airport. The resort is NOT FAMILY friendly if going with children under 7

10/10

Exceptional

02 Feb 2026

IRINA

👍

8/10

Excellent

31 Jan 2026

Shannon

The staff were friendly and quickly helped with concerns I had regarding access to volleyball for pool and dinner reservations. It would have been even better if there was pool equipment at the family pool towel hut - volleyball, Frisbee, floating rings. The family area is quite far from the beach and it is not practical to go there to get pool toys. We weren't able to book our dinner reservations as the app said everything was full. I appreciate that staff helped to get us booked in, however the restaurants weren't full so I'm not sure why we couldn't book ourselves. Thank you.

Leisure Family

10/10

Exceptional

27 Jan 2026

john

expedia staff were amazing , best service provider we have had in 15 yrs , milia , ma

8/10

Excellent

27 Jan 2026

Jamie

Loved the amenities- pools, bars, waterparks for the kids, the food was delicious!!! Staff were very friendly as well.

Leisure Family_with_children

8/10

Excellent

24 Jan 2026

Tracey

Despite one female employee with a bad attitude (serving the brazilian breakfast buffet and riviera blue lunch snack area ), the rest of the staff in this resort were kind, courteous, and happy to help. The rooms were clean, except for the jetted tub which needs attention. The buffet food was amazing! A la cartes were very hard to get into. They need a better system so that pre bookings cannot be made in advance. It's not acceptable to come to a resort for one week and not be able to get any reservations until the last day of your stay. Guest services was able to help us out immensely with this, but for the general public, don't expect to get many a la carte reservations if your stay is for 7 days. The beach and pools were very nice and clean here, and chairs were always available.

Leisure Family_with_children

10/10

Exceptional

24 Jan 2026

kellie

The Whole Experience Was Wonderful!! The Resort Was So Beautiful! Absolutely Everyone That Works There Was Soooo Helpful and Nice! The Food Was Great!!! My Family and I had The Best Time! Thank You To Everyone There😁

8/10

Excellent

17 Jan 2026

Kaylee Lorraine

We were happy with our overall experience at this resort.

The staff were especially incredible. Our expedia ladies Melisa and Zyanya were personal, supportive and charming.

We unfortunately had a couple things happen with our little ones and they were incredible with helping make sure we had proper care and support.

Thank you Sandos Playacar for helping create unforgettable memories for our family!

10/10

Exceptional

14 Jan 2026

Theodor Putnam

Beautiful place! We stayed with our 6 year old daughter and had a blast everyday. Great food and services.

Leisure Family_with_children

8/10

Excellent

13 Jan 2026

Kelly

Great staff, friendly and helpful, rooms were very clean

Leisure Family

6/10

Pleasant

12 Jan 2026

Joliana

The room seemed old and cleanliness could be improved upon. There was also no hot water between midnight and 7am, which was very inconvenient. Restaurant options onsite were pretty good, beaches and pools were nice, and staff overall were lovely.

Leisure Friends

10/10

Exceptional

11 Jan 2026

James

As a first time visitor, the beach location is noteworthy, their staff / employees are throughout the area to provide exceptional visitor care and assistance, and the variety of restaurants are impressive .

Leisure Family

10/10

Exceptional

11 Jan 2026

Sergey

We loved our stay at this massive resort! Highlights included the incredible evening shows and the fun of feeding the local farm animals. Our 2-bedroom hacienda fit five of us perfectly. Pro tip: the buffet is often better than the à la carte restaurants, though be prepared to book all restaurants in advance. Cupcake cafe was amazing.We’ll definitely be back!

Leisure Family_with_children

10/10

Exceptional

08 Jan 2026

Micah B

It was a great place to stay definitely going back!

Leisure Partner

10/10

Exceptional

07 Jan 2026

Larry W

Two people made the trip excellent. The first was the young man that checked me in when I arrived. He noted the room reserved for me was a ground floor room in the family section. He suggested, given the length of me stay that I consider a room in the adult section with an ocean view. I agreed and paid the upgrade. This was an excellent recommendation. It made my stay top notch.

The other person was Zyanya from the Guest Experience Team. She proactively contacted me and determined by interest in area tours and got me scheduled. She stayed in contact with me via text to see how the tours went and wheat else she could help me with. She offered to make meal reservations for me, and whatever other hotel services she could assist with. She remained in contact until the day I checked out. She was excellent in determining me needs and making my stay was pleasant.

These two people make my stay wonderful. Without them it would have been an “okay” experience, with them it was an “excellent” experience.

Leisure Self

4/10

Poor

04 Jan 2026

Cynthia

This is a time share all inclusive deal, if you do not buy anything from them, they start treating you like crap, at the beginning they make you feel like you are a king, bring you drinks, and chairs and everything else.
Everywhere you go, all the poor employees complain about the poor management and the bad treatment that they received from this Huge company. I know is always 2 dides of the storym but after we refuse to buy their \"deal\" we were nobody there. Amenities are ok, but they have sections exclusives for adults, why? who knows but they are so close to eachother that it makes you feel that you have a pee section in a pool.
Food is good but you must have reservations for the other restaurants that you need to call and call to make them until you give up. They do have a nice beach area, but that is what Cancun offers after all. No need to be in this Huge place feeling so out of place because you don't buy their deals.
The pools are open until 8pm but good luck trying to find a dry towel services, lights along the pool or drinks, forget it!. Even the employees are cleaning with a head lamp, why? I do not understand. We will not stay again in a place like this for sure.

Leisure Family

8/10

Excellent

03 Jan 2026

Louise

Grounds are beautiful and staff friendly.

10/10

Exceptional

02 Jan 2026

Cynthia Ann

Definitely one of the best resorts I’ve been to in a long time! Variety of food was fantastic! On nights that we went to the buffet instead of a restaurant, it was probably even better. Beach was terrific, staff was friendly, everything was clean, could’ve asked for a better vacation!

Leisure Family

4/10

Poor

02 Jan 2026

Jeffrey A

Bracelet issue was a mess staff getting greedy when it comes to service and the American dollar

Leisure Friends

8/10

Excellent

02 Jan 2026

Avigail

The hotel is huge and some of the rooms are very far from the main areas. Most of the time the hot water pressure in the shower was very low and it was difficult to shower. Pool slides are nice but my kids found them a bit small. The food selection was good and the teens club was great for the kids but opens after 15:00.

Leisure Family

10/10

Exceptional

31 Dec 2025

ENRIQUE

Room location!

Leisure Partner

10/10

Exceptional

30 Dec 2025

Maria

The beach was very beautiful. Our room was clean and beautiful. Staff was not to to helpful
of basics information of the hotel. Nothing horrible.

10/10

Exceptional

26 Dec 2025

Rochelle Janee

Food has increased in quality since last stay.

Leisure Family

10/10

Exceptional

23 Dec 2025

Jean

Our recent stay was excellent. The food was awesome with such a wide variety of foods to choose from at the buffet. The food was very good at the à la cart restaurants that we went to. The beach was awesome and very relaxing. The only negative is that the rooms could definitely use some love. The employees were awesome as well.
We signed up and became Royal Elite members on this trip and were very impressed with the extras that come with that. They truly make you feel like you part of the family. Thank you to everyone at Sandos. My sister and I will be there at the end of January. We look forward to seeing you all soon. 😊

Leisure Partner

10/10

Exceptional

19 Dec 2025

Tom

Great spot

10/10

Exceptional

13 Dec 2025

UMUT

Beach, food and everything was great

10/10

Exceptional

08 Dec 2025

Larisa

Clean, nice, beautiful paradise!

Leisure Partner

8/10

Excellent

06 Dec 2025

MAYRA

Room was clean and cleaning and lobby staff was very friendly. Some of the staff at restaurants or bars not so much but overall the stay was nice.

My only feedback is the train system. My suggestion would be for a line to be created for those that have arrived first to ride the train. The current system put those who are vulnerable not be able to ride the train and have to wait for the next. Right now its like survival of the fittest to ride the train.

10/10

Exceptional

04 Dec 2025

Enedina

Great customer service !!! Clean

4/10

Poor

02 Dec 2025

maria

went for my birthday , with more family they got upgraded and i didnt , i got a good room but room was hot , A/C wasnt working well . But we made the best of it

Leisure Family

10/10

Exceptional

02 Dec 2025

Timothy Keith

Everything was wonderful, staff was excellent. The rooms were very nice and cleaned daily. I love the many options of food. Plenty of great activities to do throuout the day.

Leisure Family_with_children

6/10

Pleasant

01 Dec 2025

Douglas

Water pressure was terrible. Entertainment was not great

Leisure Partner

8/10

Excellent

30 Nov 2025

Cristina

10 for room being spotless, spacious, AC worked good. Staff was really nice, alot of water parks for kids and beautiful beach..definitely a kid friendly hotel. 5 - I was disappointed at the food. I could not get a reservation for a la carta restaurants..i had to go to guest service to get only 1 so we ate at the buffets during my entire stay. Buffets have a huge variety but it still gets old to eat at the same place everyday.

Leisure Family_with_children

6/10

Pleasant

30 Nov 2025

Rita

The restaurants could be much better. If you don’t make a reservation week before will be buffet every day. Don’t like

Leisure Family_with_children

4/10

Poor

30 Nov 2025

Georgina

Check in was slow. The lady was distracted when checking us in she accidentally charged incorrectly for my airport transportation- had to re pay when checking out. Could not get any reservations to Brazilian steak house or other restaurants. They should guarantee everyone atleast one lunch or dinner at the restaurants. Dont just let the greedy over eaters book all the reservations. My son had fun pools were good. I hate the whole towel card nonsense. Room service is slow to not existing- they built a new hotel and I’m sure service will be slower. They should focus on expanding checkin and making more restaurant reservations available…beach was nice clean…tip the folks who work there!

Leisure Family_with_children

2/10

Poor

30 Nov 2025

Kathy

The overall stay was not great at all! Cockroachs and black mold in both of the rooms I stayed in (I had to switch rooms on the day of the wedding) impossible to get reservations for any restaurants. Unfortunately I will not be going back. Really disappointed :(

The staff did their best to accommodate my family and I. A big shout out to Maria, Zyanya and Andrea. They went above and beyond!

Leisure Family_with_children

6/10

Pleasant

29 Nov 2025

Yuli Stefanny Barbosa

Cucarachas en la pieza

Leisure Partner

4/10

Poor

29 Nov 2025

WENDY

The staff at the buffet and bars were very nice. The food at the buffet was good. Rooms are in need of repairs. Outdoor property is very well kept however the rooms are the complete opposite. We booked 3 rooms. Could not get a restaurant reservation during our 6 day stay. We had water leaks under the sink and the toilet. The check in staff not friendly. We won’t be going back.

Leisure Family_with_children

10/10

Exceptional

29 Nov 2025

Maria

Room was good , the phone in the room didn’t work , air conditioning in the room was not working efficiently .the place is beautiful and staff friendly.

Leisure Family_with_children

10/10

Exceptional

29 Nov 2025

Constance

The facilities are beautiful, the service is excellent, and it has the most beautiful beach I've ever seen.

Friends_and_family Family

10/10

Exceptional

24 Nov 2025

Marina-Rae

We had a great experience. Friendly and help full
staff great food…beautiful room

Leisure Family

8/10

Excellent

23 Nov 2025

Noah

I visited with two friends in our 30s for 5 nights in November and stayed in the Riviera Family . Weather was cool but comfortable, and no sargassum! Sandos is a fun, good-value resort if you want to relax, swim, eat, drink, and use it as a base for Playa or Tulum excursions. If you expect super high luxury-level food or service, it may not be for you, but we felt we got our money’s worth. I'd go back.

Buffet was good and huge, all sorts of variety of cuisine including fresh fruits. I loved fresh custom sushi and made to order omelets. We tried three restaurants; they were more special, but weren’t exactly 5-star. The shows were good, but especially the “Heart of Mexico” performance—don’t miss it! The Disco was just okay - if night life is your thing, this might not be the best.

5th Ave was a quick ~$7 taxi ride or about a 40-minute walk. The resort is in a controlled-access area, but you can come and go via taxi or with a hotel wristband.

The resort is large, so expect lots of walking from the family section though it helped offset all we ate! We preferred the family pool near the haciendas—it was quieter, had better Wi-Fi, and the nearby Ocean Riviera spot made food and drinks easy.

Staff were friendly and helpful all over. Samantha, the Expedia customer concierge was especially fantastic and helped our group a lot when minor issues arose! I’d book through Expedia again for the value of the special concierge service. Ramon at the Ocean Riviera bar was also great.

Leisure Friends

10/10

Exceptional

20 Nov 2025

IRINA

👍

2/10

Poor

16 Nov 2025

marco

What a joke this place

8/10

Excellent

13 Nov 2025

Kristen

I’m thinking we booked a junior suit and got a master suit and paid for a master suit. It was almost 1000 dollars more. Other than that we did have an issue with our first room and got moved to another room very quickly. Sam, our concierge was excellent. Did not appreciate the time share. It said it takes 90 min and we were there over two hours, taking up our time we could have been doing other things. Food was great. Amenities were great as well!

Leisure Friends

6/10

Pleasant

08 Nov 2025

robert

No hot water in the evenings

8/10

Excellent

08 Nov 2025

Colin Paul

Second time staying, some info:
- If you have kids, bring a stroller, it’s a big property, the shuttle is intermittent at best
- they have a tiered system, blue / black / gold bracelet system, know your status
- towel cards are my enemy - don’t lose em
- we had a concierge, but they didn’t contact us until day of departure, seemed weird
- food was good, we didn’t try many of the restaurants, no complaints on food and bev
- beach is super nice spot, I’d recommend walk down to the pier to see the famous 5th entrance
- kids water park needs a lifeguard, some kids were getting run over on the slides
- entertainment all good
- coffee place was a hidden treat

Nice overall, some quirks but worth it in my view.

Leisure Family_with_children

10/10

Exceptional

05 Nov 2025

Deneka

Sandos is the best. I try to go over year!

Leisure Partner

4/10

Poor

31 Oct 2025

Nayeli

All the restaurants were close except for one buffet the food was mid, everything was far from the rooms the cars that passed by to pick you up were said to pass every 15 minutes well it took about 25-30 minutes we would end walking, there’s no pool service so if your in the pool and get hungry you’ll have to get out get ready and go find something to eat which is the whole point of a all inclusive resort, we were at the pool by the beach and theirs a little “snack bar” my husband took our 6 year old to get something to eat because he was hungry and we were told we couldn’t get something to go or go in because we were wet and my son and husband didn’t have a shirt on which is ridiculous considering we were told by the staff that helped us know where everything was that we could go be in the pool get something to eat while being in the pool at the “snack bar” the list goes on. overall the stay wasn’t good I do not recommend staying here at

Leisure Family_with_children

4/10

Poor

30 Oct 2025

Melissa J

3 of their restaurants were closed
The main water park was closed
The game room is only for kids 10 & up
The shuttles took forever to pick us up to go from point to point.
Some of the staff was rude.
The only good thing about this trip was Samantha. She helped us navigate the hotel, made our check in smooth. She apologized for the restaurants being closed and gave us different options. Sadly the main reason we booked this hotel was to take our kids to the water parks and the restaurants so we left very disappointed.

Samantha thank you so much for helping us.

Leisure Family_with_children

8/10

Excellent

27 Oct 2025

Roy

10/10

Exceptional

25 Oct 2025

Johana

The concierge’s were excellent they went on and on for my daughter’s birthday

Leisure Family

10/10

Exceptional

25 Oct 2025

Myrna

Excelente

2/10

Poor

21 Oct 2025

Aaron Stuart

The food was terrible mostly all the restaurants was closed I have the worse experience there

Leisure Family

10/10

Exceptional

19 Oct 2025

mark

Sea view obstructed

Partner

10/10

Exceptional

14 Oct 2025

Skyler

Beautiful beach, clean rooms and grounds, friendly and quick service. Everyone was extremely helpful and lovely. This is our second time staying here and Id go back in a heartbeat!

Leisure Partner

10/10

Exceptional

12 Oct 2025

Larissa

We enjoyed our stay, food was amazing, had a room close to the elevator which made it a bit noisy from time to time.

Leisure Partner

2/10

Poor

12 Oct 2025

Juan

I would not recommend staying here. Three restaurants were closed. My room room did not seem clean. Also, the staff is not friendly. They only give 2 complimentary waters on arrival, after that you drink their \"filtered\" water or buy a bottled water for $17 USD. My room had a half- filled water jug, but it was clearly old. I will say the beach, kids activities, coffee bar and beach dinner were amazing, but it doesn't make up for the staff's attitude and aging facilities. Be sure to view the map, otherwise you are stuck with a 20 min walk to the beach, or wait for a shuttle. Oh, and my reservation was for 5 but they continually left only 4 towels, sometimes no hand towels. No big deal, except it took 30+ minutes to get through to anyone on the phone. It's like the front desk does not want to help. I understand you get what you pay for. But there are plenty of other resorts that do it way better. Don't fall for the edited photos and 10 star reviews, this place is not worth it.

Leisure Family_with_children

10/10

Exceptional

06 Oct 2025

Edguin Solis

Leisure Family

10/10

Exceptional

05 Oct 2025

DAVID

Awesome stay. Samantha and the rest were wonderful. Couldn’t have asked for better service

Leisure Family

10/10

Exceptional

04 Oct 2025

Gustavo

Todo exelente

8/10

Excellent

04 Oct 2025

Mario

The property is run down and low number of staff. 3 restaurants closed supposedly for construction they lied.

Leisure Partner

10/10

Exceptional

30 Sep 2025

Kara

I was very pleased that they upgraded me to an ocean front room! Zyanya and Samantha with Expedia at Sandos Playcar Resort were OUT OF THIS WORLD good! Their customer service was the best I ever received and I hope their manager sees this and knows how lucky the resort is to have them both working there. I love how friendly everyone is at this resort. I will be back soon

Business Friends

10/10

Exceptional

30 Sep 2025

Tashia

Samantha was great

Leisure Family

10/10

Exceptional

30 Sep 2025

SARA

The room was super nice and quiet and the ocean view was beautiful

Leisure

10/10

Exceptional

22 Sep 2025

Stephanie

This is my new favorite resort in Cancun. We chose this one for our 15 year anniversary because it was close to the Ferry terminal and because it had a kid-free zone, but I was so pleasantly surprised by everything else it had. For starters, there's a family of spider monkeys that just hangs out on the resort. They are just amazing, and they spent the better part of a day about 10 feet from our room's front door. Then there are coati's, and they were so polite. Yes, you aren't supposed to feed them. Yes, I gave them snacks, I couldn't help it. There were so many types of birds. The food was excellent, in all of the different restaurant options. In the middle of the resort, there was an adorable donkey and a cow that I fed apples. There is an actual Cat Village with like cat condos and so forth, and little walking paths in the jungle-like grounds. And there was a cat in a little shirt and tie that hung out at the front and greeted people who checked in. They had great entertainment and the pool was really nice. The beach was easy to access and beautiful. You could see all the lights of Cozumel at night from my window. The grounds were amazing, there was kind of a mini-golf course that ran through the resort (which, btw, is big enough they have a tram system to get you places fast). Also, the service was exceptional, it was extremely clean, and they had a whole cafe with nothing but cupcakes. I'll be coming back. For sure!!!!

Leisure Partner

8/10

Excellent

22 Sep 2025

Andres

It was as an ok experience. Except, don’t take the royal elite talk. They say no pressure but they’re very persistent after you say you’re not interested. Never again.

Leisure Partner

6/10

Pleasant

21 Sep 2025

Mamun

Some of their dealings and facilities were discriminatory.

10/10

Exceptional

21 Sep 2025

Roberto

place was really good

Leisure Partner