Sandos Playacar All Inclusive

Family fun on the beach, with 8 outdoor pools, near Playacar Golf Club

Choose dates to view prices

Where to?

Dates

October 2025

November 2025

Overview
Rooms
Location
Policies

Good

Popular amenities

All inclusive
Hot Tub
Bar
Room service

Explore the area

Paseo Xaman-Ha, Mza. 1, Lote 1 Fracc. Playacar, Playa del Carmen, QROO, 77710

Place, Playacar Golf Club
‪18 min walk‬
Place, Quinta Avenida
‪4 min drive‬
Place, Playa del Carmen Maritime Terminal
‪4 min drive‬
Airport, Cozumel, Quintana Roo (CZM-Cozumel Intl.)

Room options

Jr Suite Hacienda

388 sq ft
Sleeps 5
1 King Bed and 1 Double Sofa Bed OR 2 Double Beds and 1 Double Sofa Bed

Riviera Family King Junior Suite

Good

569 sq ft
Sleeps 5
1 King Bed and 1 Double Bunk Bed

1 bedroom, free minibar, in-room safe, desk

Riviera Family Queen Junior

Very good

560 sq ft
Sleeps 5
2 Double Beds and 1 Double Sofa Bed

Hacienda One Bedroom Suite

Good

786 sq ft
1 bedroom
Sleeps 5
1 King Bed and 1 Double Sofa Bed

Select Ocean Front Adults only

Very good

322 sq ft
Ocean view
Sleeps 2
2 Double Beds OR 1 King Bed

Select Superior Adults Only

Good

334 sq ft
Sleeps 2
2 Queen Beds OR 1 King Bed

Platinum King Junior Suite

538 sq ft
1 bedroom
Sleeps 3
1 King Bed

Platinum King Junior Suite Ocean Front

538 sq ft
1 bedroom
Ocean view
Sleeps 3
1 King Bed

Platinum King Master Suite

538 sq ft
1 bedroom
Sleeps 4
1 King Bed

Platinum King Master Suite Ocean Front

538 sq ft
1 bedroom
Ocean view
Sleeps 4
1 King Bed

About the neighborhood

Playa del Carmen

Located in Playacar, Sandos Playacar All Inclusive is within 2 miles (3 km) of popular attractions such as Xaman Ha Aviary and Playacar Golf Club. This 819-room, 4-star property has 8 outdoor pools along with a full-service spa and a free water park.

What's nearby

Playacar Beach - 3 min walk - 0.2 miles
Playacar Golf Club - 18 min walk - 1.0 mile
Quinta Avenida - 4 min drive - 2.2 miles
Playa del Carmen Maritime Terminal - 4 min drive - 2.2 miles
Xcaret Eco Theme Park - 9 min drive - 4.8 miles

Getting around

Cancun Intl. Airport (CUN) - 57 min drive

Restaurants

‪Viva Wyndham Maya - ‬14 min walk
‪Festival Grand Buffet - ‬2 min walk
‪La Terraza - ‬14 min walk
‪Bar Arrecife - ‬12 min walk
‪Blue Moon Beach Bar Sandos Select Club - ‬3 min walk

About this property

Sandos Playacar All Inclusive

Family fun on the beach, with 8 outdoor pools, near Playacar Golf Club

Sandos Playacar All Inclusive features a full-service spa, 8 outdoor pools, and a free water park. There's free parking, and an airport shuttle (available 24 hours) for MXN 2100 per person one way. The front desk has multilingual staff on hand 24/7 to help with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this all-inclusive property include a children's pool, a gym, and a sauna.

42-inch flat-screen TVs come with satellite channels, and guests can stay connected with free WiFi. Bathrooms have hair dryers, free toiletries, and bathrobes. Free minibar items, balconies, and coffee makers are also standard.

Complimentary bicycles and a complimentary water park with waterslides are featured at the property. 8 outdoor swimming pools are on site along with a children's pool. Other recreational amenities include a hot tub, a sauna, and a fitness center.

The recreational activities listed below are available either on site or nearby; fees may apply.

Spa Sandos has 22 treatment rooms including rooms for couples and outdoor treatment areas. Massages are available on the beach and in the spa; other services include deep-tissue massages, hot stone massages, and sports massages. A variety of treatment therapies are provided, including aromatherapy, hydrotherapy, and reflexology. The spa is equipped with a sauna, a hot tub, a steam room, and Turkish bath/hammam.

The spa is open daily. Guests under 18 years old are not allowed in the spa.

Similar properties

Pool
Hot Tub
Breakfast included
All inclusive

$154 nightly

Oct 5 - Oct 6

Total with taxes and fees

Property amenities

Internet

Available in all rooms: Free WiFi
Available in some public areas: Free WiFi

Parking and transportation

24-hour roundtrip airport shuttle (surcharge)
Free self parking on site
Wheelchair-accessible parking available
Onsite parking includes off-street options

Food and drink

2 swim-up bars
3 poolside bars
6 bars/lounges
9 restaurants
A coffee shop/cafe
Coffee and tea in common areas
Couples/private dining
Snack bar/deli

Things to do

8 outdoor pools
Arcade/game room
Beach volleyball
Billiards/pool table
Children's pool
Fitness classes
Free bicycle rentals
Free children's club
Free water park
Full-service spa
Gym
Hot tub
Kayaking
Mini golf
Personal motorized watercraft
Playground
Sailing
Sauna
Shopping
Snorkeling
Steam room
Surfing/bodyboarding
Waterslide

Family friendly

8 outdoor pools
Arcade/game room
Babysitting (surcharge)
Children's pool
Free children's club
Free supervised activities for children
Free water park access
Laundry facilities
Mini golf
Playground
Snack bar/deli
Waterslide

Conveniences

24-hour front desk
ATM
Gift shop/newsstand
Hair salon
Laundry facilities
Luggage storage
Safe at front desk

Guest services

Concierge services
Dry cleaning/laundry service
Housekeeping (daily)
Multilingual staff
Porter/bellhop
Tour and ticket assistance
Wedding services

Business services

Meeting rooms

Outdoors

Beach loungers
Beach towels
Beach umbrellas
Garden
On the beach
Pool loungers
Pool umbrellas
Terrace

Full-service spa

22 treatment rooms
Aromatherapy
Body wraps
Couples treatment rooms
Deep-tissue massages
Facials
Hot stone massages
Hot tub
Hydrotherapy
Manicures/pedicures
Outdoor treatment areas
Prenatal massages
Reflexology
Sauna
Spa open daily
Sports massages
Steam room
Thai massages
Turkish bath

Accessibility

If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
Elevator
Wheelchair accessible (may have limitations)
Wheelchair-accessible concierge desk
Wheelchair-accessible parking
Wheelchair-accessible registration desk

3 floors
7 buildings
Banquet hall
Built in 2004
Designated smoking areas

Room amenities

Bedroom

Bedsheets provided
Blackout drapes

Bathroom

Bathrobes
Free toiletries
Hair dryer
Private bathroom
Shampoo
Soap
Toilet paper
Towels provided

Entertainment

42-inch flat-screen TV with satellite channels

Food and drink

24-hour room service
Coffee/tea maker
Free bottled water
Free stocked minibar

Air conditioning (climate-controlled)
Ceiling fan
Desk
Iron/ironing board
Laptop workspace
Laptop-compatible safe
Phone

Policies

Check-in

Check-in start time: 3:00 PM; Check-in end time: 11:30 PM

Early check-in subject to availability

Late check-in subject to availability

Minimum check-in age: 18

Check-out

Check-out before noon

Late check-out subject to availability

A late check-out fee will be charged

Special check-in instructions

This property offers transfers from the airport (surcharges may apply); guests must contact the property with arrival details before travel, using the contact information on the booking confirmation

Front desk staff will greet guests on arrival at the property

Access methods

Staffed front desk

Pets

This property doesn't allow pets or service animals

Property payment types

Important information

Fees

You'll be asked to pay these charges at the property:

Sanitation services: MXN 85 per night
A damage deposit of MXN 5000 will be collected before check-in.

The charges below are included in your overall room price:

New Year's Eve gala dinner fee

These are all of the charges provided to us by the property.

Optional extras

These fees and deposits will be charged at check-in, check-out, or the time of service.

Airport shuttle fee: MXN 2100 per person (one way)
Airport shuttle fee per child: MXN 880.00 (one-way), (from 1 to 17 years old)
Late check-out is available for a fee (subject to availability)

This list may not be comprehensive. Fees and deposits might not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy

Government-issued photo identification and a credit card may be required at check-in for incidental charges

Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed

This property accepts credit cards; cash is not accepted

Safety features at this property include a carbon monoxide detector, a smoke detector, and window guards

This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children; if you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room

Please note that cultural norms and guest policies may differ by country and by property; the policies listed are provided by the property

Check-in: 3:00 PM—-11:30 PM
Check-out: noon
Minimum check-in age: 18

The front desk is open 24 hours a day. For convenient arrivals and departures, you can take advantage of the airport shuttle (available 24 hours), which is offered for a fee. Driving? This property offers free parking.

We should mention

Details about charges, deposits, or other important information:

This property is managed by a professional host. The provision of housing is linked to their trade, business, or profession.
This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children. If you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room.
Charges for extra guests may apply and vary depending on the property's policy.
A credit card for incidental charges and a government-issued photo ID may be required at check-in.
Special requests are subject to availability at the time of check-in and can't be guaranteed. Certain requests may come with additional charges.
This property accepts credit cards. Cash is not accepted.
Onsite safety features include a carbon monoxide detector, a smoke detector, and window guards.

Additional information about polices, regulations, and more:

A charge for a mandatory New Year's Eve gala dinner on December 31 is included in the total price shown.
Registered guests are the only ones allowed in guestrooms.
No cribs or infant beds are available.
No rollaway or extra beds are available.
This property welcomes guests of all sexual orientations and gender identities (LGBTQ+ friendly).

Property is also known as

All Inclusive Sandos Playacar Beach Resort

Playacar Beach Resort

Sandos

Sandos All Inclusive

Sandos Beach

Sandos Beach Resort All Inclusive

Sandos Playacar Beach

Sandos Playacar Beach Resort

Sandos Resort

Sandos Playacar Beach Resort All Inclusive Playa del Carmen

Sandos Playacar Beach Playa del Carmen

Sandos Playacar Beach Resort All Inclusive

Sandos Resort All Inclusive

Sandos Playacar Beach All Inclusive

Sandos Playacar Beach Resort All Inclusive

Sandos All Inclusive

Sandos Playacar Beach Resort Spa All Inclusive

Sandos Resort All Inclusive

Sandos Playacar Beach All Inclusive

Hotel Sandos Playacar Beach Resort - All Inclusive

Sandos Playacar Beach Resort - All Inclusive Playa del Carmen

Sandos Playacar All Inclusive

Frequently asked questions

Can I book all-inclusive rates at Sandos Playacar All Inclusive?

Sandos Playacar All Inclusive is an all-inclusive resort and rates come with meals and many of the onsite activities. Activities include scuba lessons, kayaking, and sailing.

How much does it cost to stay at Sandos Playacar All Inclusive?

As of Oct 4, 2025, prices found for a 1-night stay for 2 adults at Sandos Playacar All Inclusive on Oct 5, 2025 start from $198.08, excluding taxes and fees. This price is based on the lowest nightly price found in the last 24 hours for stays in the next 30 days. Prices are subject to change. Choose your dates for more accurate prices.

What's there to do within easy reach of Sandos Playacar All Inclusive?

This property is situated in Playacar within a 10-minute walk of Playacar Beach and Piste Cyclable sur Paseo Xaman-Ha. You'll also find Playa del Carmen Main Beach and Xcaret Eco Theme Park within a short drive.

Will I be able to park at Sandos Playacar All Inclusive?

Yes, self parking is offered for free at the all-inclusive property. Accessible parking is also available for guests.

Is there a spa at Sandos Playacar All Inclusive?

Spa Sandos is the property's spa and services include hot stone massages, deep-tissue massages, aromatherapy, and couples treatments.

Does Sandos Playacar All Inclusive have a casino?

No, Sandos Playacar All Inclusive doesn't have a casino.

Is there an indoor pool at Sandos Playacar All Inclusive?

No, this property doesn't have an indoor pool; however, there are 8 outdoor pools and a hot tub.

What amenities will couples enjoy at Sandos Playacar All Inclusive?

This beachfront all-inclusive property offers plenty of amenities for couples including 8 outdoor pools, 3 poolside bars, and 9 restaurants.

Are there hot tubs at Sandos Playacar All Inclusive?

Yes, guests can enjoy a spa tub at this all-inclusive property.

Does Sandos Playacar All Inclusive have a restaurant that serves breakfast?

No, Sandos Playacar All Inclusive doesn't have a restaurant that serves breakfast.

Does Sandos Playacar All Inclusive allow pets to stay for free?

No, pets and service animals aren't allowed at Sandos Playacar All Inclusive.

Does Sandos Playacar All Inclusive have connecting rooms?

No, there aren't connecting guestrooms at this all-inclusive property.

How close is the airport from Sandos Playacar All Inclusive?

The closest major airport to Sandos Playacar All Inclusive is Cozumel Intl. Airport (CZM), which is 20.3 mi away (255 minutes by car).

Can I book a room with a balcony at Sandos Playacar All Inclusive?

Yes, every guestroom at Sandos Playacar All Inclusive comes with a balcony with some featuring ocean or garden views.

Does Sandos Playacar All Inclusive host weddings?

If wedding bells are in your future, take advantage of the wedding venue at Sandos Playacar All Inclusive.

Sandos Playacar All Inclusive Reviews

7.6

Good

8.2/10

Cleanliness

7.8/10

Staff & service

7.6/10

Amenities

7.6/10

Property conditions & facilities

8.2/10

Eco-friendliness

4/10 Poor

rodrigo

Traveled with family and small children

Aug 11, 2025

Liked: Cleanliness

Disliked: Staff & service, amenities

Everything was far in the facility. Had to take trolley to go to different places. They only had one trolley. It would get packed and sometimes you have to wait for another one. Usually 20 minutes or more. No dinning options. Could not make reservations. Always booked even though we paid. Staff didn't know how to provide info. place is big and you need directions. staff never gave clear directions. Shower was cold. I spoke to front desk several times. nothing was done. cold shower all day and I had my daughter who had a sore throat.

Stayed 4 nights in Jul 2025

10/10 Excellent

IRINA

Traveled with partner, Traveled with family

Jul 27, 2025

Liked: Cleanliness, staff & service, amenities, property conditions & facilities

Absolutely amazing stay at Sandos Playacar in Riviera Maya! The resort was beautiful, the food was delicious, and the beach was perfect—but what truly made our trip unforgettable was the phenomenal service from Ethan. He went above and beyond to make sure we had everything we needed and always with a smile. Thank you, Ethan, for making our vacation so special. Can’t wait to come back!

Stayed 3 nights in Jan 2025

8/10 Good

Charles

Traveled with partner

Jul 22, 2025

Liked: Cleanliness, staff & service, amenities

Once you knew your way around and how to get from place to place, it was nice. Room service was excellent Check-in/check out staff was also excellent. Pool Party was inviting enough to get my wife to enjoy herself. What to watch for: Day One was a fiasco. Either we could not read the map or the directions provided were not clear as we spent an hour walking in 95 degree heat to finally find the buffet. The signage (which we imagine to be small to be innocuous) was hard to figure out. And no elevators worked in lodging areas. But after you had lived through that and the remainder or Day One, things got much better.

Stayed 3 nights in Jul 2025

10/10 Excellent

Rhiannon, Georgetown

Jul 5, 2025

Liked: Cleanliness, staff & service, amenities, property conditions & facilities

Stayed 4 nights in Jun 2025

8/10 Good

Shshay Teleisha

Jul 3, 2025

Stayed 5 nights in Jun 2025

8/10 Good

Alicia

Jul 2, 2025

Liked: Cleanliness, amenities

Stayed 5 nights in Jun 2025

10/10 Excellent

Alma

Traveled with group

Jul 2, 2025

Liked: Cleanliness, amenities, property conditions & facilities

Beautiful and amazing place!

Stayed 3 nights in Jun 2025

2/10 Terrible

Miguel

Traveled with family and small children

Jul 2, 2025

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities

*Disappointing Experience at [Sandos Playacar] I'm extremely disappointed with my recent stay at [Sandos Playacar]The staff seemed completely uninterested in ensuring a pleasant experience for guests. Their attitude was unfriendly and unhelpful, which set the tone for the rest of my stay. The facilities were also subpar. The rooms were not well-maintained, and the amenities were lacking. It felt like the resort hadn't invested in updating or renovating their facilities in a long time. To make matters worse, the rules were ridiculously strict. It felt like they didn't trust their guests at all. The lack of flexibility and understanding from the management team was staggering. The early closures of the bars and food courts at the pool area were a major letdown. As someone who enjoys unwinding with a drink or a bite to eat by the pool, I was surprised and disappointed that these amenities weren't available later in the day. It felt like the resort wasn't designed to accommodate guests who wanted to relax and enjoy themselves. What really stood out to me, however, was the noticeable difference in how staff interacted with guests. I couldn't help but feel that there was a racial disparity in the service I received compared to others. This feeling of being treated unfairly based on my race was really disappointing and took away from what should have been a relaxing experience. To add insult to injury, the pictures on the resort's website were completely misleading. The images

Stayed 6 nights in Jun 2025

8/10 Good

Armando

Traveled with family and small children

Jul 2, 2025

Liked: Cleanliness, amenities, property conditions & facilities

Theres a big responsible for this vacation success in Sandos and his name is Eyter Briceño, initially people from the front desk simply didnt have a lot of enthusiasm in helping us out and assigning the correct rooms, but then Eyter stepped in and our experience changed thanks to him. We had a great time food is good although in the Gourmex restaurant we had a bad customer experience from our waiter. Overall Sandos is a good hotel just try to improve in customer service mainly on the front desk and restaurants. Like I said if it hadnt been because of Eyter this would have been a pretty different review.

Stayed 5 nights in Jun 2025

2/10 Terrible

Liliana

Jul 1, 2025

Stayed 6 nights in Jun 2025

6/10 Okay

JAMES HENRY, Silver Springs

Traveled with partner

Jul 1, 2025

Liked: Property conditions & facilities

Disliked: Amenities

Don't know if the A/C was broken, off or set to boiling. It was so hot in the restaurants, in the lobby, in the meeting place, in the lounges. It was truly unbearable to eat a meal at any of the open restaurants or have a drink at the lounges. The staff that works under those conditions deserve metals. They smiles through it all. The room A/C was just ok after we turned it to its highest setting. We have stayed at this Sandos many times and it was great but this was our last.

Stayed 10 nights in Jun 2025

10/10 Excellent

Barry

Traveled with family

Jul 1, 2025

Liked: Cleanliness, amenities, property conditions & facilities

Spent a week here towards the end of June. Resort was around 60% full. Absolutely loved our time here. Stared with a really welcoming reception and just got better from there. Our room was a king and bunkbed which was perfect for our family of 4, our children being 12 & 15. Very spacious with enough room for us all. Air con and ceiling fan much appreciated ! Fridge regularly stocked and maid service was excellent. Resort is fantastic, lots of different pools to visit and although we came at seaweed season so didn’t really go in the sea, the beach was nice and clean. Loved every single restaurant and it was pretty easy to book a meal somewhere each night. Main breakfast and lunch buffet was good, with plenty of options for all. A few nice snack bars dotted around the resort too. Staff all over the resort were super friendly and lots of animals around to bump into, though not too keen on the raccoon we seemed to keep bumping into every night after dark. Very few complaints and will be back. My only thing to note was the towel booths were very hit and miss if anyone was there. This occurred at multiple pool areas. Supposed to be staffed from 8am - 6pm but more often than not nobody was there to collect or hand back in towels. You can go to the reception area but I found this pretty poor considering you’d generally want to get your towels from the pool area and hand them back there.

Stayed 7 nights in Jun 2025

6/10 Okay

Maykel, Miami

Traveled with family

Jul 1, 2025

Liked: Amenities

Disliked: Staff & service, property conditions & facilities

Lo positivo primero ..la propiedad cuenta con muy buenos restaurantes y la verdad no es dificil hacer la reservacion. Ñas habitaciones muy buenas y lo mejor lo mejor la cama..esta expextacular de confortable. El Hotel cuenta con muy buenos shows en la noche. Lo negativo y lo peor son los tragos..ninguno sirve muy mala calidad de las bebidas tuvimos q pasarnos toda la semana con pura cerveza. No hay un trago que sirva en ese hotel. Lo segundo peor es lo lejos que queda todo..preparate para caminar..solo hay un trensito ..pero a todo hay que caminar.El buffet si se acaba algo de comida no lo reponen ..so de una vez coje todo lo q veas q te gusta. Y lo otro peor fueron los dulces del buffet y del Cafe..todos los dulces sin exepcion es seco hasta el pan masa dura y seca.

Stayed 7 nights in Jun 2025

10/10 Excellent

Eric Daniel

Jun 30, 2025

Stayed 6 nights in Jun 2025

6/10 Okay

Eloy

Traveled with family and small children

Jun 29, 2025

Liked: Cleanliness

The hotel is nice

Stayed 4 nights in Jun 2025

6/10 Okay

Lisa

Jun 29, 2025

Liked: Cleanliness

Stayed 5 nights in Jun 2025

10/10 Excellent

Melissa

Jun 29, 2025

Stayed 4 nights in Jun 2025

4/10 Poor

Augusto

Traveled with family

Jun 28, 2025

Disliked: Staff & service, amenities, property conditions & facilities

From an experience traveler: I will not recommend this all inclusive, it is not worth what you pay. First, building is not in good shape, elevators dont work! Everyday we had to take the stairs, imagine if you have a stroller or someone handicapped. Room in general is OK, as family of 5 we chose this because the bed layout. But dont expect high quality bathroom. This hotel apparently runs in 1 shift, very limited staff everywhere!! - Towel booth: Nobody is there to service, very annoying to find staff. Operate only from 8 a m to 6pm so even at 5:45 staff disappeared and you carry your towels rest of day - Restaurant: Very slow to service you, from the time to be seated to get food in themed restaurant - No bell boy to help you with your luggage at check out (see elevators dont work) - Internal shuttle: Only one vehicle runs, very long to wait and limited capacity. RESTAURANTS: Not all restaurants for dinners are open everyday ( it seems no staff to operate all). Now the Steak House is a joke!, meat is super basic and staff super rude (they told us, you better eat all) Brazilian restaurant was much better, but atmosphere is horrible, dark, warm, no music. French Restaurant: It is newer, in better shape but lots of empty tables (again, lack of staff) Italian restaurant: Average, not great, not bad. What is terrible is they put music from a cell phone in a mini portable speaker, cmon! Swimming Pools: For the size of this hotel, the offering is very bad. Night shows: very good

Stayed 7 nights in Jun 2025

8/10 Good

Paul

Jun 27, 2025

Liked: Cleanliness, staff & service, property conditions & facilities

Nice experience

Stayed 5 nights in Jun 2025

8/10 Good

Nadejda

Traveled with family and small children, Traveled with family

Jun 27, 2025

Liked: Cleanliness, amenities, property conditions & facilities

We had an amazing time at Sandos Playacar. Despite the amount of sargassum that time, we still managed to have a great time. The food is one of the best, the grounds are beautiful, the beach - one of a kind. We definitely would come back again.

Stayed 9 nights in Jun 2025

8/10 Good

Steve C

Jun 27, 2025

Liked: Cleanliness, amenities, property conditions & facilities

Stayed 6 nights in Jun 2025

4/10 Poor

Silvia

Jun 26, 2025

Stayed 4 nights in Jun 2025

6/10 Okay

Jenina Lynn

Jun 23, 2025

I was disappointed with some of the staff, the night shift that watches people on the beach tookour sandles then acted like they didnt understand us. We spoke with the service center snd they didnt have time to go look at lost snd found then told us they didnt have them.. it was about 80. Worth of shoes..

Stayed 7 nights in Jun 2025

2/10 Terrible

Timothy

Traveled with family

Jun 23, 2025

Liked: Cleanliness

Disliked: Staff & service, room comfort

Do not stay here! Terrible service

Service: with a few exceptions at Guest Services (young man and older woman) it was routinely awful. Check in was painfully slow as they still do much of it by paper and stapler lol. They didn’t explain anything didn’t give you any info or help. Without a doubt the low point of the trip was the check out. JOSUE is the main reason I’m writing this review. I lost a towel card the first hour I was there, guest services said no problem they would replace it. I never followed up (my fault). At check out even though the sign says $450 mxn for lost towel card (approx $23 USD) he wanted to charge me $50USD. He said the $450 mxn is only pesos. That the credit card machine only charges USD, which is a lie because I paid the eco resort fee in pesos on my card at check in. When I refused to pay he called security and said we couldn’t leave. He was threatening to hold me hostage. I asked to speak to manager and after ten minutes of Jesus the security guy eyeing me up at one point trying to stop me from going to car, the manager removed the charge. Do yourself a favor, there are nicer resorts, better organized, better or equal food, with much better customer service. Spend your money somewhere you will be appreciated.

Stayed 3 nights in Jun 2025

2/10 Terrible

Timothy

Traveled with family

Jun 23, 2025

Liked: Cleanliness

Disliked: Amenities

DO NOT STAY HERE! I’ve traveled to over a dozen all inclusive resorts all along Riviera Maya. The service at this resort lands it at the bottom of the list. Service: with a few exceptions at Guest Services (young man and older woman) it was routinely awful. Check in was painfully slow as they still do much of it by paper and stapler lol. They didn’t explain anything didn’t give you any info or help. Without a doubt the low point of the trip was the check out. JOSUE is the main reason I’m writing this review. I lost a towel card the first hour I was there, guest services said no problem they would replace it. I never followed up (my fault). At check out even though the sign says $450 mxn for lost towel card (approx $23 USD) he wanted to charge me $50USD. He said the $450 mxn is only pesos. That the credit card machine only charges USD, which is a lie because I paid the eco resort fee in pesos on my card at check in. When I refused to pay he called security and said we couldn’t leave. He was threatening to hold me hostage. I asked to speak to manager and after ten minutes of Jesus the security guy eyeing me up at one point trying to stop me from going to car, the manager removed the charge. Do yourself a favor, there are nicer resorts, better organized, better or equal food, with much better customer service. Spend your money somewhere you will be appreciated.

Stayed 3 nights in Jun 2025