Sandos Playacar

We are a family of five and had a fantastic holiday overall. The resort itself is beautiful, with immaculate grounds that are clearly well cared for and maintained to a high standard. Everywhere was clean, and the hotel created a relaxing and enjoyable atmosphere throughout our stay. Unfortunately, our holiday didn't get off to the best start due to the check-in process. It was unnecessarily long and inefficient. Guests are asked to provide information that is already available on their booking confirmation or passport, making the whole process feel repetitive and outdated. While waiting, several guests became frustrated and pushed in front of others in the queue. Although this was understandably due to the excessive waiting time, it was disappointing that staff did not manage the queue more effectively or ensure everyone was served fairly. The technology used at reception was painfully slow, which only added to the delays. Staff worked at a very leisurely pace and, when we arrived at 3:00 pm—the official check-in time—there were only two reception staff checking guests in despite a growing queue. Meanwhile, around five members of the Guest Services team were standing together chatting and laughing. It gave the impression that additional help could easily have been provided during such a busy period. After eventually checking in, we discovered that the room we had been allocated did not match our booking, as we had specifically reserved a pool view room. Given how slow and frustrating the check-in process had been, we were apprehensive about approaching reception a second time, expecting another lengthy and difficult experience. However, we were pleasantly surprised. We showed proof of our booking, and the staff handled the issue professionally, relocating us to the correct room within 24 hours. We have no complaints about how this was resolved. Thankfully, that was the only real negative aspect of our stay. The rest of the holiday was excellent. Every member of staff we encountered was friendly, welcoming, helpful and professional. The pools were clean and well maintained, and we never had any difficulty finding sunbeds, regardless of what time we arrived. Likewise, there were always plenty of loungers available on the beach, so there was no need to rush out early to reserve a spot. The beach itself is absolutely beautiful, with soft white sand and crystal-clear turquoise water. It was one of the highlights of our holiday and a wonderful place to relax or take a stroll. The beach buffet was also excellent, offering a good selection of freshly prepared food in a lovely setting. The staff working there were particularly friendly, attentive and hardworking, helping to create a relaxed and enjoyable atmosphere throughout the day. The à la carte restaurants were easy to book, which made planning our evenings simple, and we thoroughly enjoyed every meal we had there. The main buffet also offered a wide variety of fresh, good-quality food, with plenty of choice for both adults and children. The buffet staff deserve a special mention—they worked tirelessly to clear tables quickly, keep food stations well stocked and were always smiling, welcoming and eager to help. Their excellent service made every meal a pleasant experience. During our holiday, we also needed to visit the on-site doctor. This was a simple, efficient and reassuring experience. The process was straightforward, and we were seen promptly, which was greatly appreciated and provided real peace of mind. Overall, despite the frustrating arrival experience, we had a wonderful family holiday. The beautiful beach, immaculate grounds, excellent facilities, delicious food, convenient on-site medical service and genuinely friendly staff far outweighed the poor check-in process. We would happily return, although we sincerely hope the hotel reviews and improves its arrival procedures, as it is the first impression guests receive and currently does not reflect the high standards maintained throughout the rest of the resort.

Absolutely reccomend! Just spent one week here and it was absolutely fantastic. The room we had was dated but it was clean and comfortable. The pools were great - being from Canada I would have liked them to not feel like bath water but still refreshing and it's also very hot in Mexico presently so it makes sense. The staff were A++ from housekeepers to bartenders. The evening shows wete amazing! my favorite was the 80s Show - those ladies killed the vocals. The talent in those shows were absolutely brilliant. They deserve an extra shoutout. They take it so seriously and it shows. They are brilliant. The resort was always clean with plenty to see and do for both adults and kids. There were not many activities for the kids but plenty of pools and slides as well as a kids club and teen club. The beach was lovely. There is lots of Sargassam but the staff did their best each morning. Can you swim in the ocean? Absolutely! The resort is in a very popular gated community. We felt super safe and had absolutely zero concerns.Many excursions available close by as well as the popular 5th Avenue for dining and shopping. Would we stay again? Absolutely!

Tress bon service par Rigo au buffet