Sandos Playacar - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

25917 reviews

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  Good food and services

  Rigo gave us the best service at the buffet festival, the food was very good a lot of choice for everyone. The site is pretty

  Jan 23, 2026
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  Fantastic stay we will be back!

  The service at the resort was top knotch. Check in was a bit rough and took a very long time. This needs improvement. Aside from check in, the guest experience team (Melisa) and her team went above and beyond throughout our stay. The helped us with all of our reservations, and any other help we needed throughout our stay. They also set up a beautiful birthday breakfast for our son. The staff at this resort was very friendly and attentive. Our room was clean. The water parks are great for kids and the beach is beautiful. The food was the best we have had in Mexico. Please don’t change your great service and food!!!

  Jan 22, 2026
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  Nightmare at Sandos Playacar: Flooded room, ghost managers, and safety hazards (Jan 2026) - avoid!!

  Just returned from a week at Sandos Playacar (Jan 12-19, 2026) and I need to warn everyone. They gave us a masterclass in negligence and gaslighting, I literally couldn’t believe it. We booked a "Jacuzzi Suite" expecting relaxation, but ended up in a safety hazard zone with almost no support… and then it escalated. Here’s what happened: 1. The Jacuzzi from Hell On Jan 16, my sister tried to use the in-room jacuzzi. After a few minutes in, she noticed the water level kept going down?! My mom then realized that the jacuzzi was emptying itself everywhere, leaking by the wardrobe. When she tried to empty it quickly, she realized that the button got stuck in the "ON" position. The jets wouldn’t stop, and water started spewing violently everywhere, flooding the room. We tried to hit it, get it out with a knife, nothing worked. We tried to call the reception: MORE THAN FIVE MINUTES AND NO ANSWER! So my sister ran to the lobby and they said they would send someone: more than 20 minutes later, the flood continues and no one comes so I go to the lobby again. The staff was just chatting. They told me "maintenance is already there." Complete lie! Asking about changing rooms (obviously, cause everything is flooded) they said « we’re gonna see, we don’t really have rooms available rn ». Maintenance finally showed up 47 minutes later to cut the power, confirming it was a security hazard. They offered a new room almost 1h30 after the event. 2. "Nobody answers the phone at night" When I confronted the front desk about ignoring our emergency calls during a flood, they literally told me: "Nobody takes calls at night, the line is cut.". Let that sink in. In a massive resort, if you have a medical emergency or a fire at night, you are on your own. Side note: I also saw two women trapped on their balcony for 1.5 hours screaming for help, and security did NOTHING, even when I came back to the lobby to alert them. We had to grab their key from below and go help them ourselves. 3. The "Ghost" Manager I spent 3 days trying to speak to a manager. They set up "appointments" that didn't exist, gaslighting me that they never did, wasting my vacation waiting for someone that never came. I have an audio recording of a staff member calling the "Manager on Duty" (José), asking him to come out. A minute later, she hangs up and tells me "Oh, I dialed the wrong number, there is no manager on the property, it was a prank." They literally lied to my face to avoid dealing with the safety issue. Also, many toilets were broken (no seats), half the lights didn’t work in our first room and all the best stuff is reserved for their Royal Elite club. TL;DR: Sandos Playacar is a safety hazard. If you have an emergency at night, no one will answer. If you complain, they will lie to you and gaslight you into wasting your hard-earned vacation. I'm currently filing for a full chargeback. Book at your own risk.

  Jan 21, 2026
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  Massage services to the spa.

  Isabel in the spa, she is the best for massage. She is very professional and listen yours needs. You will enjoy it.

  Jan 21, 2026
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  Family vacation January 2026

  The average rating based on the rating agrees with my impressions. A hotel that could use a bathroom renovation (we had a terrible one) compensates for this with good cuisine, a beautiful resort full of greenery and a beautiful beach and sea. At some points I had the feeling that the hotel does not know how it wants to be specified. Many things for adults only, a separate family section but at the moment all groups can find their own way. Who knows how it will be when the newly built rooms, which are also for adults only, are available. I would recommend the hotel to people who are not demanding on accommodation, but demand good services around.

  Jan 21, 2026