The room ac was terrible , there’s no hot water in the shower barely but it did feel good considering it’s so hot , the water provided in the room was terrible , the buffet was good but they put food out for breakfast that should really be out for lunch then come lunch it’s not out , the main problem was the pools minus the small adult only elite pool , the pools were so dirty in so many spots , scum floating , I was there for two weeks and in two I was the only person to use the pool skimmer ! Only saw them one time actually vacuuming the pool.

Very nice layout , the Italian restaurant was the best one on the property. I love that they had options, I loved all the daily activities and shows set up . Everyone was so nice !

Stayed in May 2024

Whilst the size of the resort is something to be admired to a degree, being so big, there's no "easy" way to get around. The shuttle buses are 15 mins apart (no issues there), however, given the large amount of guests you can quite often not get on and you have to wait for another. Walking the long distance down to the aqua park or beach can be tricky with young children being so hot (depending on where your room is) The restaurants are lovely, however, we were unable to get a booking for some of them even though we tried to organise it the day we checked in. Without a booking you can't go to some restaurants which leaves the buffet, however, on a big trip, buffets become a bit repetitive after a while. Swim up bars/ bars at pools - there were never enough staff at any point in our day. We would wait 15 mins or more everytime for a drink, which for an all inclusive is frustrating. (Comparing to the resort we were at before sandos- also a huge resort and we would be served nearly instantly at any bar) The doors on the rooms didn't keep out any noise unfortunately. Our room was on a walk way and we heard every person very loudly walking past at all hours (morning or night) whilst that's not the hotels fault, it's something to consider as we had a young baby that was woken a few times by loud people on the way to their rooms from the bar. Children - you are required to pay for children from 2 years old at approx 90USD per day, however, they can't do anything. They are unable to use the kids club for any activities being that they are under 4yo. I asked upon check in if my husband or I could use the slides with our 2yo and was told "of course" but when I attempted to, the lifeguard gave a strict no which was disappointing because our baby was too small to go down herself. Felt a bit much to be charged such a high rate for food only when they can't use other equipment as such.

Overall the resort is very beautiful. Rooms are clean and tidy and very spacious. Shuttles run every 15 mins and there is also a walking route to the beach. The restaurants are very beautiful and all gardens are all well maintained. The buffet options are incredible. Beautiful fresh foods with a very wide selection for breakfast lunch and dinner. The price of the hotel overall was great for what you get plus being all inclusive. The beach is stunning, plenty of chairs by the beach and pool areas. The amount of pools to swim in is great! The hospitality desk for tours and transfers is very helpful! We did 2 tours from here and they were both wonderful. (Tulum tour and chichen itza deluxe)

Stayed in May 2024

As we were not able to get ‘Gold bands’ (because we stayed in the family area) this meant that getting food in the day needed to be timed well so we didn’t miss the snack bar at the beach.

All of it was brilliant. We especially loved the beach area and the kids really enjoyed the slides in the family area too. The breakfast buffet was great with lots of choice and space for our big family. I was also super impressed with the quality of spa treatments, hair and makeup (for a wedding). The staff were superb, very friendly and helpful.

Stayed in February 2024

Waiting for the shuttle especially when there were many tourists trying to get on. It seemed like there were too many features that were not accessible, such as private stores, private pools and private clubs.

Staff were very courteous and helpful. Even if they did not speak English they tried hard to communicate. There was hardly any line-up to get meals. The resort was also very accommodating such as changing times to travel to the airport.

Stayed in March 2024

Little to dislike. Impressed with the Sandos Playacar.

The Resort is located on the best beach I have seen in Mexico. Plenty of chairs located in a palm tree grove. Food and pools well done with nightly shows.

Stayed in March 2024

Our room smelled of mould, and never got stocked

Activity staff was great

Stayed in March 2024

Our refrigerator didn't have drinks for 2 days and the ocean view was only for adults. We had a pool view which wasn't bad but we prefer ocean view. The Buffet was a no.

The location was great, the staff was great! Camilia was our favorite. They have good restaurants there just not the buffet.

Stayed in February 2024

The warding off from some areas.

The massage at the spa was very good.

Stayed in February 2024

The live, interactive preshows are too long. 15 minutes would be better than half an hour.

We love how the adult areas are close together, close to the buffet, and close to the entertainment , so there was no need to take a tram everywhere.

Stayed in December 2023

The environment is lovely and well maintained. Natural vegetation keeps it cool in otherwise very warm conditions. Encourages birds and other creatures which makes it such a lush and inviting place to walk around. New children’s area is so nice for our pre-school grandchildren. Access to beach, patio buffet and activities makes this ideal for families. Everywhere the staff is helpful, kind and friendly. And we always felt welcome in any venue, from the artists who made our coffees in Cafe to the French, Mexico Gourmex and Asian restaurants. All were excellent.

Stayed in November 2023

The food for the buffet

Ok so far

Stayed in October 2023

Smells at the festive - international buffet entrance

Good options

Stayed in October 2023

Staff did not explain anything about the hotel at the reception upon check-in, we figured out the hotel ourselves only at the end of the second day🤣

Food, beach, sea, pools, wild animals around, teen club, music evening time👍

Stayed in October 2023

I wish for Lunch there was other than the Festival Buffet or the Snack Bar. The food at the Festival Buffet can be a bit too salty. The transport offer can be price-wise more accessable or inform the guess about the shuttle option. the inner shuttle can be more frequent than only 15mins, sometimes can be too full at the stations and the space is limited.

My favorite was the various food and drinks options. The service is pretty good and very accomodating. The rooms are very comfortable, refreshments and amenities, with many pool sections within the apartment blocks, so does not feel overly crowed. Food wise there are many options for dinner. For Lunch the Festival Buffet or the Snack Bar seems to be only options; the buffet is huge and can be a bit overwhelming how many options there are, but for many food desires can be very practical. The facilities are huge and there is so much to do or many place to not do anything and relax.

Stayed in October 2023

The food

Very good beach

Stayed in September 2023

The rooms, a bit old but it's okay

The food service and nature around

Stayed in August 2023

Ac at night did not cool the room as much Elevators broken

Bookings

Stayed in July 2023

our mini fridge was not working and it took two days to replace it. The shuttle could run more frequently or have better signage, directing people who are walking instead of the shuttle. 

The location was great with the beach and the pools. The food was great.

Stayed in June 2023

The hotel has a small animal enclosure holding a cow and a donkey. My heart went out for these animals every day. Nothing to do, nowhere to go, just stand or lie there, in the middle of the heat! The enclosure is small and feels out of place, serves no purpose and it is cruel to have those animals there. Please let them go to an animal sanctuary where they may have freedom and be looked after.

The hotel was very good, very clean and the staff was helpful. The room was spacious.

Stayed in June 2023

They could make it a little more clear as far as what locations are available to a regular guest and an elite guest.

Overall very nice resort. Most of the staff was great and we felt very safe in this area.

Stayed in June 2023

The food at El Gaucho restaurant was really bad. All the other restaurants were OK to good.

The staff were so wonderful, especially Manuel and Ramon, at the adults only pool!

Stayed in May 2023

almost impossible to get a decent reservation at one of dinner restaurants

perfect spot on the beach of Playa del Carmen

Stayed in April 2023

the long wait for the restaurants

Stayed in April 2023

Toilet near to the swimming pool was always damaged duerme the 5 days I tried to use them always on maintenance

Beach is the most beautiful part of the resort.

Stayed in April 2023