Location
Playa del Carmen - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy:
Hotel requires a debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy -This hotel does not allow groups of students or spring breakers.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
24860 reviews-
Hotel is an excuse for robbery and exploitation - never visit this hotel !
Having travelled to many hotels across the world, and 4 times to Playacar in Mexico - I can safely say this was the worst hotel experience I have ever had. Start with the positives: - The family rooms are ok - they are big enough for 2 adults and two children - The buffet food at breakfast and lunch is decent Now the negatives: - The hotel is a front for robbery - they will exploit, rob and hold you hostage on departure. In my case (and I am not the only one), the hotel claimed I had not returned hired push bikes - which I know for a fact I had - and they would not "release" my family from the hotel until I paid an extra $280. Now I know we hired 3 bikes for 90 mins - and I know we physically returned them all (I was there and did it). They waited until check out and then hit me with a $280 bill 9 days later. No evidence I had hired the bikes or not returned them - no manager or supervisor available - just the "you need to pay or we won't let you leave" speech. I might expect this in a Mexico City B&B - but not an alleged 4 star hotel in Playacar. Obviously exploitation and robbery. You can't leave the hotel without a "pass" from reception - the coach driver won't let you on the bus. - Unless you pay for the "Royal Elite" package - then there is no entertainment for the family. My kids are a bit older so we survived - but if you have younger children, there is nothing. For the price you pay, that is simply not acceptable. My advice is to go to any of the Rui's on the same resort - Yucatan is great. - The hotel is aging - there is cracked paint, dirty corridors, it needs a refresh My advice if going to Mexico Playacar - go to ANY hotel rather than this one. All are better value, better entertainment and they don't rob and exploit you.
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Great beach.... however
The beach is EXCELLENT. The food in general is less than par. They use salt as a cover for everything. Many of the staff are very nice. The facility is aging and needs a multitude of repairs. There are never enough face cloths or bath mats to restock the rooms, even when asked, regardless of room category. There are only butter knives except at the steak house. CONFIRM everything yourself with the hotel; do not depend on 'requests' sent by any planners. I found the beds comfortable but not everyone in our party did. WIFI is questionable or not available in the rooms. Be careful of the market sellers.
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Great beach wonderful staff food has a great deal of room for improvement
This was a return visit to Sandos Playacar. We stayed for eight days and unfortunately during this time and Atlantic tropical cyclone hit Playacar. It rained and there were thunderstorms almost nonstop for approximately 96 hours. I felt very sorry for the resort staff during this time So the good points, the staff were amazing! Always friendly in particular -Domenico who greet you as you arrive as you leave the hotel was amazing. -The check-in and checkout procedure have been greatly improved -Samuel and Lizbeth were wonderful when serving us breakfast and lunch. -Ruben, who helped us with our bags. Our room was fantastic. Great ocean view and wonderful interactions with wildlife in the morning while I did my morning, martial arts and meditation practice on our patio. For anyone who likes beaches, the beach at Sandos playacar Is excellent However the food at the resort while improving is still not very good. The salads at lunchtime were excellent and there’s certainly no shortage of choice however, the major problem is the food is far too salty and over spiced I’m not talking about Mexican heat. I’m talking about heavy handedness in the kitchen with the spicing of the various foods. There is no subtlety in what is being prepared which is fine if all you want is to fill your face! And I love the food, but for anybody who has even a hint of foodie about them, the food at Sandos playacar has a lot of room for improvement
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The Staff always make us feel welcome
As usual, Rox at Royal Elite worked very hard to make sure we were taken care of. She has incredible customer service! Rodrigo and Daniel were incredible at the Meeting Point Bar, and Jose and Miriam at the Avenue Bar were the best. The beach was clean and patrolled by security every day. Public areas were clean and tidy.
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Resort needs maintenance!!
No hot water No elevators in our building A/C in our bedroom doesn’t work Lobby is falling apart- water leaks, holes in the ceiling Beach is beautiful and the staff is amazing BUT come on- We have been here many times before- not last year because we went to Cabo- and this is just disappointing.