Sandos Playacar - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26038 reviews

• 

  Great Week Away

  Overall, this is a decent resort. We always found chairs at the pool/beach. Service was really good. Friendly staff! Valentina at Gourmex was amazing to our group of 10! Alan at Asana was also great. So was Janet at the breakfast place (took great care of our niece with dietary restrictions). Tough to get into all of the specialty restaurants but the international buffet had pretty good choices. The only not so great thing was on our last night there. We were in the Hacienda section right beside a wedding taking place. Music was so loud (even with ear plugs) we could not sleep until the event was over.

  Feb 22, 2026
• 

  Disappointing!

  Our family of 6 traveled Feb 2026. As Royal Elite members, we reserved a hacienda which are great. We had 2 adjoining rooms but the handle on the door connecting the rooms was broken on day 1. Tried to call maintenance but our phone didn’t work. Walked to the desk to get maintenance and that took 2 days to fix. The jets in our in-room jacuzzi didn’t work, that got fixed the second day (after walking down to complain in the Royal elite office). Our family was there 9 days and only got dinner reservations for 4 of those days. The reason given is that we needed to reserve 2 weeks before coming (ridiculous!) and that they’re fully booked, but when you walk by, the restaurants are half empty! The pool at our hacienda was only half full the entire time we were there - basically worthless to swim in a pool with just 1’ of water in it. Another “perk” for Royal Elite members that didn’t work right. The food in the buffet was much better than the last time we were here a few years ago. Seating was quick when getting in line so that was great. We’re Royal Elite members and in past visits were sat at the RE tables, but this year were told those tables are reserved for those coming for timeshare presentations. What? Each time we come to this resort we plan a day trip over to Caracol and this time we were told that’s no longer an option. Days later we were told there was an exception made for us & we could go on a specific day, but only 9-5 and could not stay for Caracol’s fabulous night time shows. Which was what we wanted to bring our kiddos to. Entertainment: they have a great nighttime entertainment team but it’s the same team every night. For example, the same female singer performed as Michael Jackson which was odd. So while different themes each night, it’s the same performers and same voices singing every single night. Not like years past where there was a good variety. Shout outs to staff that still do make a difference: Yessi, we adore you and we’re happy to see you still there. Your service is top notch. Also at the family bar: Reyes and Wilbur - you’re the best. Even our kiddos enjoyed your service and smiles. Massage: I had Jorge for a massage and it was one of the best I’ve ever had! As Royal Elite members, the service is the thing that made us return over & over. The little perks like special seating, great service, alacarts, visiting the other resort, having a RE manager that checks in on you from time to time…we had none of that in our 9 days here.we didn’t even get a welcome drink which you get everywhere in Mexico without even being an owner! I’ve been to all of the Sandos in Mexico multiple times and this is the first trip I’ve gone to the Royal Elite office to give a complaint, and sadly I was not the only one in there doing so. I’m not sure if management has changed or what the issue is but I’m not sure if I will ever return to this resort.

  Feb 21, 2026
• 

  Will Not Go Back

  This was my first trip in 6 years and the first in 12 years with just my husband and I. We wanted to stay in the Playacar strip that we have stayed in numerous times and decided on this hotel due to the reviews. I have traveled many times and I am not a picky person in the least but I will never book this resort again. We arrived at the resort and waited in a very long line to check in. After check in you are then escorted to a table so they can get you to buy into their timeshare garbage. If you don't then, you are not worth their time anymore. We had booked the Platinum King Room Ocean Front, we were put in the newer building at the end of the resort. The room was large and clean, the bathroom had 2 showers and a double sink. The water cooler worked and was cold, the cord was not cut. We were facing the ocean but we were in the trees so could not see anything. The food was ok, just luke warm which was not great. I did enjoy the popcorn in the evening though, that was a highlight. The breakfast near the swim up bar pool was better then at the main buffet. The platinum lounge was nice with the premium drinks and snacks, my husband and I enjoyed going in before the show. Also the coffee bar was nice with the desserts. The beach was nice and did not have issues finding seats, not much sargassum at the time when when went, not rough at all which was nice. Spent most of our time here. We went to the pool with the swim up bar a couple of times, never went to the adult pool as very few chairs and the nicer chairs you had to pay for. I do not recommend the Platinum as you don't really get anything extra, just the lounge. I thought that we would be able to use the Bali beds at the beach but unless you have that black bracelet, you are nothing. I t does not say anywhere that you can't use those seats but we were kick out of the area on the beach which is in front of our room. The timeshare areas at this place are many, we were looked down upon by staff since we were not the elite. I have never had this issue at other resorts, made me feel crappy. I will never return to this resort, there are so many better ones in this area that I will return to, disappointed after not traveling so for so long but 2026 will bring a better one.

  Feb 20, 2026
• 

  Avenue bar !

  Jose and Nelly at sandos playacar are wonderful ! This is a great resort in general and the service at the avenue bar has been exceptional!

  Feb 18, 2026
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  Great service at premium club

  Miriam at premium club meeting point bar is a fantastic bartender. She’s always smiling and makes great drinks

  Feb 17, 2026