Sandos Riviera Select Club

Very good experience at the asana restaurant! Alan our waiter was the best !

A very pleasant stay with the family, I would really like to highlight the great work of the hotel drivers who were very kind to us since we were traveling with my grandmother and using a wheelchair, at all times they were very attentive when loading and unloading the chair, also, highlight the incredible service of the receptionist Samuel who gave us an excellent welcome from the moment we arrived.

An experience below what was expected for a hotel that presents itself as 5 stars. Our stay had positive aspects, but overall we were disappointed, especially because we expected a level of service and attention typical of a true 5-star hotel. The resort is very large, has nice facilities, many activities for families, and a good location in Playacar. We traveled with our 6-year-old son and, in that sense, there are many options to entertain the children. However, we found several aspects that were not up to the standard of the category we expected. The service in general seemed slow and disorganized to us, and on different occasions we had to wait quite a while to be served. The situation that worried us the most occurred when we found a small scorpion inside our room. We communicated it immediately to the hotel. They told us that they could not change our room, but they assured us that they would carry out a fumigation and deep inspection of the room the next morning. We trusted that response, but subsequently, no one could confirm to us if said inspection had actually been carried out. Even upon returning to the front desk to complain, we did not obtain a clear explanation or a solution. For us, this was especially disappointing because we were traveling with a small child and we expected that a situation of this type would receive much more serious and professional attention. We also did not receive any type of compensation or commercial gesture. Regarding the beach, it must be clarified that the sargassum is not the hotel's responsibility, and during our stay, the situation was particularly bad in the entire Riviera Maya area. Even so, for someone who chooses a beach resort of this category, it is frustrating not to be able to enjoy the sea during a good part of the stay. The hotel does perform cleaning, and when the beach is clean, it is beautiful. In summary, it is a good family resort, but personally, I do not consider the experience to correspond to a true 5-star in terms of service, customer care, and incident management. There are good facilities and many positive things, but we expected quite a bit more for the price and the advertised category.