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Reviewed 7 April 2017

At the GourMex Restaurant our server Jhony Avalos treated us to a fantastic evening meal that easily qualifies as among best-ever in our experience, anywhere. When we arrived for the first seating of the evening, with a reservation but no special pre-arrangements, we were surprised to be directed to a table in the glassed-in Wine Cave. After guacamole, prepared tableside, Jhony delivered our soup and salad with an unusual flare. Then came our main courses, with Jhony assisting the Chef to deliver our superbly presented plates in person, and Marianela, Dining Captain, stepping in to take our picture. For dessert the Chef himself (again) presented us with a sampler of specialty items on a framed mirror. It happened to be a St. Valentine's Day dinner that we won't forget. But there's more ...

A week later Marianela, from her station in the GourMex, saw us in the Plaza and came out to ask if we would be returning to her restaurant. We already had reservations there for the next night and when we returned we got very much the same treatment all over again, so it wasn't just a one-time event. At the end of that second special evening, Marianela even offered to contact her counterpart, the captain, of the Italian restaurant to make a reservation for us on our last night, which we accepted and which she did.

We can't say enough good about Jhony Avalos and Marianela, and their attention to serving their customers.

At the Spa we were treated to excellent massages from Karem and Lydia. These ladies are excellent at what they do. Karem's additional training in physical therapy makes for an optimal deep tissue massage, for working out trouble spots.

Of course, we must remark again about the continuous excellent service from David E. at the Royal Elite pool; there is none better. Though he moves quickly from one patron onto the next, he takes an appropriate amount of time to converse, while recognizing day-to-day patterns as well as special occassions, anticipating orders and delivering drinks before we can think to ask for them.

These people, Jhony, Marianela, Karem, Lydia and David E., make Sandos Playacar a special place for which we look forward to our next visit.

  • Stayed: February 2017, travelled as a couple
    • Value
    • Location
    • Service
2  Thank KaBob2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Playacar, General Manager at Sandos Playacar Beach Resort, responded to this reviewResponded 7 April 2017

Dear Guest,
While extending you a warm regard on behalf of all our members, I would like to take this opportunity to deeply and sincerely thank you for selection for our property for the enjoyment of your recent vacation.

We are very happy to know that you fully enjoyed our hotel and the services as well as the attention from our members. especially Jhony, Marianela, Karem, Lydia and David who are indeed some of our finest members.

We hope to have the opportunity to welcome you back to your new home at the Mayan Riviera.

Best wishes,

Luis Ramirez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2017

I love this beach. It's at the end of the strip, so the beach to the right is literally a blank slate. There are sections, from the Beach to a Family Sections to a nice quite Adults Only Select Club.

The Cupcake Cafe is a must do - I didn't think I was a cupcake person until I came here - I'm spoiled for anything else now!

Elegant dining and a fantastic atmosphere - we loved it!

Room Tip: Standard rooms at beach section Jr Suitesfor Families in the Riviera Section Adult Select Club is quietly tucked away from all the hubbub.
  • Stayed: May 2016, travelled on business
    • Sleep Quality
    • Rooms
    • Service
2  Thank Heather K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Playacar, General Manager at Sandos Playacar Beach Resort, responded to this reviewResponded 7 April 2017

Dear Guest,

While extending you a warm regard, I would like to use the occasion to deeply thank you for your selection of our hotel for your recent vacation as well as for the time you have invested qualify our hotel.

We are very happy to know that you fully enjoyed our hotel, our Cupcake Coffee and our services.

We look forward to seeing you in the future at your new home away from home.

Kindest wishes,

Luis Ramirez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2017

Check In:
We had difficulty with paying at check in at the Royal Elite Services. There was an issue with the terminal on Sandos end. We had two rooms, so the charges for each room had to be paid separately. The charges for the first room went through, but the second room charges kept being rejected by the terminal. We called our bank at the time and they said the charges were approved at their end, the terminal at the Sandos end was rejecting the second charge. We resolved this by using a different credit card. If you book more than one room, bring more than one credit card with you! The exact same thing happened at checkout when paying for incidentals (ie. a la carte wine, excursions).

Rooms:
We had requested 2 jr. suites (in the family section) with adjoining rooms, as we are a family of 5 with 3 teenagers and 2 adults. When we arrived we could not get two adjoining rooms, but they were at least close together. Rooms were clean and spacious. One of our rooms was a corner suite located at the end closest to the main building (the building that you check in on first day). It was facing the road and pool and was located right by the service entrance, so lots of noise at 7 am from delivery trucks, someone was shoveling something early one morning, garbage trucks, trolleys filled with plates rattling by. We asked to be moved to either a quieter room in same building or a Royal Elite Club Hacienda. We were moved to a hacienda by the 4th day, where we had adjoining rooms, and after that it was great. I would not recommend any of the rooms that are located in that corner of the family section though, unless you are either an early riser or a very sound sleeper.

Food:
Buffet: We all enjoyed the food at the buffet. It was clean and the food was fresh and there was a large selection. I saw them replacing warm food frequently to ensure freshness. Salad bar was awesome and I was able to find lots of gluten free alternatives, they even had some gluten free muffins in the morning which were ok. The buffet building had been renovated since our last visit and we really liked how it turned out. Very modern and clean. A La Carte Restaurants: The Italian Restaurant and Mexican Restaurant were both renovated as well and we enjoyed both. Food was really good and service as well. The Asiana Restaurant has never been our favorite. In the past it was the slow service and this time we just weren't overly impressed by the food, I could barely eat my beef dish - fatty beef and no flavour. The only thing that was worth going for was the fried cheese on a stick appetizer, which was amazing - but didn't strike me as being an asian dish.

Beach: One of the nicest beaches I've been to. Located at the end of the resort line, close to a nature reserve, so not a lot of peddlers. Sand is white and soft. Waves were big enough for body surfing, but not too big.

Spa:
I had the spa experience package, and it was very good. The spa was clean and the esthetician was good. My teenage daughters both had pedicures. Unfortunately they didn't have a great experience. During their pedicure, one of the the pedicurists cut my daughter's toe and just stuck her foot in back in the water. She didn't bother to apologize and grab a bandaid or put antiseptic on it. My daughter ended up getting an infected toe! )-: So I really can not recommend the pedicures!

Staff: One of the reasons we come back to this resort is that the majority of the staff are friendly and helpful. The staff at the bars and restaurants are very good and they really do their best to get things done in a timely manner. The housekeeper at the Hacienda was very good as well and left towel animals and a special one with rose petals on our last day. Please note that even though it is an all inclusive resort it is kind to tip for good service.

Overall it is a very good resort, but they need to address a few issues with the check in process, pedicures, and room reservations.

Room Tip: avoid rooms at corner of family jr suite building facing pool, closest to the check in/reception building.
  • Stayed: March 2017, travelled with family
    • Sleep Quality
    • Rooms
    • Service
2  Thank Sandice
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Playacar, General Manager at Sandos Playacar Beach Resort, responded to this reviewResponded 7 April 2017

While extending you a warm regard, I would like to use the occasion to deeply thank you for your selection of our hotel for your recent vacation as well as for the time you have invested qualify our hotel.

We are glad to see that you enjoyed your stay as well as our service and attention from our members.

We apologize for any inconvenience that you might have had regarding the Spa ans the noise, rest assured that we are working hard to become better and we will certainly keep improving the hotel facilities and our service, for your next visit.

We look forward to seeing you in the future at your new home away from home.

Best wishes,

Luis Ramirez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2017

Very nice all inclusive resort on a wonderful beach. You can walk for miles on the beach, all the way to town. The sand is clean white and soft. Water is very clean and no rocks at all. Just jump right in. Lots of activities going on at this resort. The entire place is very clean and the rooms are a nice size and also very clean. Food is good and always a lot of nice fresh fruit. We went to all the restaurants except the steak place, since it is adults only. Steak place was closed the night we may have went. Fun group of people doing the activities and the nightly shows. Michael Jackson show was the best one, in our opinion. Nothing wrong with this resort at all. This was our second time there and we still loved it.

Room Tip: Adult only section is a long walk to beach. Beach view rooms are nice and the Royal Elite Haciendas are really nice.
  • Stayed: March 2017, travelled with family
    • Rooms
    • Cleanliness
    • Service
2  Thank 4fargotravelers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Playacar, General Manager at Sandos Playacar Beach Resort, responded to this reviewResponded 6 April 2017

While extending you a warm regard, I would like to deeply and sincerely thank you for the nice review you have written regarding your recent stay at Sandos Playacar Beach Resort.

We are very pleased to know that you had a fabulous time during your recent stay with us.

We are very happy to see that you did the most of your vacation, rest assured that we will not only keep up the good work, but that we will further improve our services.

We look forward to seeing you again at your new home away from home.

Best wishes,

Luis Ramirez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2017 via mobile

We ended up sitting near the bar several times and the bar tender Asunxion Poot went out of his way to take care of us. He even remembered us from the day before and brought out specialty drinks for all of my kids.

Stayed: April 2017, travelled with family
1  Thank Kory S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Playacar, General Manager at Sandos Playacar Beach Resort, responded to this reviewResponded 6 April 2017

Dear guest,
While extending you a warm regard, I would like to sinceraly thank you for the time you have invested to share this nice review regarding your recent stay at Sandos Playacar Beach Resort.

We are glad to read that you enjoyed your stay as well our facilities and the services of our members, especially Asunción, who is indeed one of our finest memebers.

We hope to have the opportunity to welcome you back to your new home away from home, here at Riviera Maya.

Kindest wishes
Luis Ramirez

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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