Sandos Playacar - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

25872 reviews

• 

  Horrible.

  Horrible rooms, our room fell apart while we were in it. toilet stopped flushing. leaks from the roof. shower roof fell in on itself. our hexienda hot tub was cold and when it got fixed it was disgusting, pool was disgusting cleaning people didn’t do a good job. all around horrible

  Jan 05, 2026
• 

  Avenue Bar

  José and Miriam made our family vacation in Mexico truly unforgettable during our time at the Avenue Bar. From the very first visit, they welcomed us with genuine warmth and professionalism that instantly made us feel comfortable and at home. They both went above and beyond what you’d expect from bartenders, remembering our names, our favorite drinks, and even checking in to see how our day had been. José’s cocktail skills were outstanding — every drink was perfectly balanced, creative, and consistently delicious. He was always happy to recommend something new and tailored his suggestions to each person’s taste, which made the experience feel personal and special. Miriam matched that energy with her friendly personality, efficiency, and attention to detail. She handled busy moments with ease and never let the quality of service slip, even when the bar was full. What really stood out was how well they worked as a team. Their positive attitude, sense of humor, and genuine care for their guests created a fun, relaxed atmosphere that our entire family enjoyed. The Avenue Bar wouldn’t have been the same without them. José and Miriam are true assets to the bar, and we would absolutely return just for their service alone. Highly recommended! 🍹

  Jan 04, 2026
• 

  Upsetting attitude from staff

  I usually never write reviews. I’m Swedish - you know, the kind of guest who rarely complains and even cleans the hotel room before leaving. So this is very unusual for me. We are still staying at the hotel. Our first room was nice, but it was located at the very far end of the resort. With a two-year-old, it took about 30 minutes each way to reach the beach or restaurants, so I asked if it was possible to move closer. I was told yes, but not until the next day. When we went to see the new room today, the first thing that hit us was a strong mold smell. I also noticed it was the wrong room type (two queen beds instead of the king bed we paid extra for). When I opened the patio door to get fresh air, I realized there was a pool directly outside with no safety railing at all. With a two-year-old, this was simply not safe. I went back to reception and politely asked for another solution. There was no alternative room available until tomorrow. To avoid complications, I said we would stay in the new room until then. However, after spending some time there, it became clear it was not livable. We packed our bags and asked to return to our original room. While being helped by a very kind staff member, a man approached and questioned the situation. Although I don’t speak Spanish fluently, I understood enough to hear my concerns (especially about the mold) being questioned. For clarity: I am a building engineer, and I am absolutely certain about what I smelled. Moving from a room without mold to one with mold is not acceptable, especially after paying $8,000 for the hotel stay. Being questioned behind my back, right in front of me, felt extremely unprofessional. It is also frustrating to be denied even a glass of water at certain bars because of the color of your wristband and having to walk far to another bar instead. We still have almost two weeks left here, and I truly hope the overall experience improves before we leave. Oh, also, our babycrib has not arrived (which I asked for) and the reception does not pick up their phone. As you would understand, I don’t want to physically go back to the reception again.

  Jan 04, 2026
• 

  Very disappointed experience at this hotel

  Our stay started with a major disappointment at check-in. After more than 20 hours of travel with two small children, we had to wait over one hour to get our room. No information was provided about the resort, Wi-Fi, or basic services. Our room is located in the front building directly behind the main street of Playacar, making it extremely noisy—waking up to buses and trucks every morning. The room was not prepared for children, despite being told there would be a sofa bed. It was not set up, and there were no extra pillows or blankets. Several basic amenities were not working: The safe did not work The phone did not work The elevator was broken There was also insufficient storage space in the wardrobe for a one-week stay. We were placed at the very entrance of the resort, requiring a 15-minute walk to reach restaurants and activities. Although a shuttle is advertised, it is almost always full and unreliable. Restaurants must be booked before arrival, otherwise they are already fully booked during the stay. Even when they are clearly not full, entry is refused without a reservation. Additionally, several areas are reserved for members and adults only, which was never clearly communicated. The food quality is mediocre, the resort is overcrowded, and the atmosphere feels like a factory, not a luxury experience. This is absolutely not the standard of a five-star hotel. We spent the first two days constantly complaining to reception and guest services. Nothing was done, and no one seemed to care. Overall, this stay was extremely disappointing and not worth the price. We do not recommend this hotel to families or anyone expecting a true five-star experience.

  Jan 04, 2026
• 

  Very Disappointing Experience – Poor Organization and Service

  Very Disappointing Experience – Poor Organization and Service This was, unfortunately, a very disappointing stay. The hotel is massively overcrowded, making it almost impossible to get a reservation at any of the restaurants. We arrived late in the evening and were left without dinner, as there were no available dining options. Room service is extremely limited, and to make matters worse, no one answers the phone — we tried repeatedly without success. The reception experience was particularly frustrating. I was very poorly treated by a staff member named Ramses, who was unhelpful, dismissive, and failed to provide even the most basic information about the hotel, restaurants, and logistics at check-in. For a resort of this size and category, this level of service is unacceptable. The situation became so absurd that we had to order Domino’s Pizza — while staying at an all-inclusive hotel. That alone speaks volumes about the lack of organization and guest care. Additionally, the hotel is enormous and very difficult to get around. Distances are long, signage is unclear, and overall mobility within the property is inconvenient and exhausting. Overall, the hotel is poorly managed, overcrowded, and fails to deliver even the most basic expectations of an all-inclusive resort. I would not recommend it, especially for guests expecting convenience, organization, and proper service.

  Jan 03, 2026