Ratings based on 1,000 Verified Reviews
4.2 Room cleanliness
4.2 Service & staff
4.0 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 Nov 2024
Beds are poor. Dinner reservations are hard to get for some restaurants.
by A verified traveler
Posted 4 Nov 2024
My husband and I have stayed at Sandos several times over the years since 2007, sometimes twice/year & this was by far the most disappointing. We booked 2 rooms each with a king bed. At check-in we were told the rooms we booked were not available. The (kid) behind the counter said they only had 2 rooms with double beds. My husband showed him our booking details & itinerary, but he said it "didn't matter", that they don't have those rooms available and if we wanted, we could try to find rooms with king beds somewhere that could accommodate the four of us! Are you kidding me?! We booked and paid for these rooms for 8 nights - which he obviously knew. He looked at us, smirked and asked if we wanted to take what they had. Obviously, we were tired and not in the mood for his game, so we took "what they had". When we got to our rooms we were "hit" with the most disgusting smell of mold and sewer. I immediately felt sick. There was black mold all around the bathroom & the shower door, floor, corners and ceiling; paint & caulking were peeling; the sliding glass door was disgusting with dirt, mold and something else I couldn't define. I didn't want to touch anything or be in there any longer than I had to. There is much more disappointing information to share but I am running out of character space. All I MUST say is DO NOT WASTE YOUR MONEY! Daytime entertainment was raunchy, food was ok. Staff rude
Comment from Hotel Management
4 Nov 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear William and wife,Thank you for sharing your feedback on your recent stay at Sandos Playacar Beach Resort. We deeply regret that your experience did not meet your expectations, especially as a frequent guest over the years.Regarding the room assignment, we would like to inform you that when booking a Select Superior room, it may be equipped with a king-size bed or queen-size beds, as indicated on our website. However, we apologize for any confusion and inconvenience you may have experienced at check-in. We are glad that, despite the initial difficulties, you found a solution that allowed you to rest.Regarding the condition of the room, we understand your concern and assure you that we work continuously to minimize the effects of humidity inherent to our jungle location. This environment presents certain challenges in terms of mold control; however, we conduct regular audits with sanitation standards certified by Crystal, endorsed by the Ministry of Environment, which guarantees the best hygienic conditions in all our rooms.We appreciate your comments about the areas for improvement that you mention and will work with our corresponding departments to enhance the experience of our guests. We hope that on a future visit we can provide you with an experience that better meets your expectations.Sincerely,Ilse JordanWeb Relations
by A verified traveler from Longmont
Posted 25 Sep 2024
Comment from Hotel Management
30 Sep 2024 by Ilse Jordan (Web Relations), Hotel Management
Dear Cuong Dinh,While extending you a warm regard, I would like to thank you for sharing your views and comments related to your recent stay at Sandos Playacar Resort.We are very happy to see that you had a great time in our hotel and that you enjoyed particularly our adult’s only section.We hope to see you next year at Sandos Playacar, your home away from home..Warm regards,Ilse Jordan Web RelationsSandos Hotels & Resorts
by A verified traveler
Posted 25 Sep 2024
Loved everything. Had a wonderful time. Will be going back soon. Everybody so helpful and nice. Beautiful beach.
Comment from Hotel Management
30 Sep 2024 by Ilse Jordan (Web Relations), Hotel Management
Dear Guest,I would like to thank you for posting this kind review, and sharing the wonderful experience you had during your stay. We are glad to know that our services exceeded your holiday expectations.We thank you for highlighting our attributes as well as your recommendations. We hope to have the honor of serving you in the future. KindestWishes, Ilse Jordan Web RelationsSandos Hotels & Resorts
by A verified traveler
Posted 22 Sep 2024
Comment from Hotel Management
30 Sep 2024 by Ilse Jordan (Web Relations), Hotel Management
Estimada Maria, A la vez que le extiendo un cordial saludo, me gustaría agradecerle por compartir sus opiniones y comentarios relacionados con su reciente estancia en Sandos Hotels & Resorts Resort. Estamos muy contentos de ver que usted tuvo un gran tiempo en nuestro hotel y que disfrutó en particular de nuestra sección sólo para adultos.Esperamos verle el próximo año en Sandos Hotels & Resorts, su hogar lejos de casa.. Saludos cordiales, Ilse Jordan Web Relations
by A verified traveler
Posted 21 Sep 2024
We feel Sandos is improving slowly. The food was better and the A/C was better. 3rd stay at this property this year.
Comment from Hotel Management
30 Sep 2024 by Ilse Jordan (Web Relations), Hotel Management
Dear Julie,Thank you for sharing your experience and for choosing us again for your third stay this year. We are glad to hear that you noticed improvements in key aspects such as the food and the air conditioning system. We greatly appreciate the loyalty of our repeat guests and your feedback motivates us to continue improving every day.At Sandos Hotels & Resorts, we are constantly working to deliver exceptional experiences and create a comfortable environment for all our guests. Your feedback is essential to continue improving our services.We hope to have the pleasure of welcoming you once again in the near future and that you can continue to enjoy further improvements.Best regards,Ilse Jordan Web RelationsSandos Hotels & Resorts
by A verified traveler
Posted 15 Sep 2024
Property fantastic! Room maintenance over the years has been a bit sloppy but the room was very clean with a fantastic view.
Dining was fantastic as well and it's hard to imagine a more beautiful beach.
Staff was very accommodating and friendly and while seemed very appreciative of tips did not treat us any differenly on occasions that we forgot to bring cash for tip. Drinks were fantastic as well.
The only real negatives were non working elevators for the duration of our syay in our building(2000 building) and smoking outside of the designated smoking areas was not enforced at all including the resort owned beach area. Being as we are both very sensitive to the smell and the dirtiness of using the sand as an ashtray this was upsetting.
Comment from Hotel Management
18 Sep 2024 by Ilse Jordan, Web Relations., Hotel Management
Estimada Katie,En nombre de Sandos Hotels & Resorts Resort, queremos darle las gracias por su estancia en Sandos Hotels & Resorts, y por tomarse el tiempo de compartir su experiencia con nosotros. Estamos muy contentos de leer que su experiencia fue increíble y que logramos cumplir con sus expectativas.Muchas gracias por los comentarios tan amables acerca de nuestras instalaciones, servicios y personal, comentarios como el suyo nos motivan continuamente a mantener la calidad de servicio que ofrecemos.Esperamos poder darles la bienvenida nuevamente, en un futuro no muy lejano.Saludos cordiales, Ilse Jordan Web Relations
by A verified traveler
Posted 12 Sep 2024
I enjoyed the different type of restaurants. Didn't enjoyed the waiting taking the tram to my destination.
Comment from Hotel Management
12 Sep 2024 by Ilse Jordan (Web Relations), Hotel Management
Dear LibiaOn behalf of the Sandos Playacar family, I thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes, Ilse Jordan, Web Relations
by A verified traveler
Posted 12 Sep 2024
Spacious and clean
Comment from Hotel Management
12 Sep 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear guest,Thank you very much for your review, we are so happy to hear that the efforts and dedication of our staff made such a positive impact on your vacation. Our team is one of the most motivated as we love to know that our guests are having wonderful experiences. Your comments made us so happy and so proud to work in this little piece of Paradise.Best regards and let us know as soon as you are ready to comeback; our great team will be ready to exceed your expectations again!Warm regards,llse Jordan Web Relations
by A verified traveler
Posted 12 Sep 2024
Plenty restaurants and awesome and friendly staff, spacious and clean
Comment from Hotel Management
12 Sep 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear Roger:Thank you for choosing our facility as your holiday destination.We are looking forward to your next visit to spend here another memorable holiday.Best regards,Ilse Jordan Web RelationsSandos Playacar