Sandos Playacar

Hotel is too big, lots of walking. Rooms are average and smell of humidity and moldy. We were there from October 28 for one week. We book an excursion with Transat to isla mujeres in which the return to our hotel took almost 4 hours. We were told we would return to our hotel at 6pm and got to our hotel at 8h15. Our Transat representative told us that he got many complaints and would forward complaints to the tour organiser. It took him 2 weeks for a response saying that nothing can be done and that they respect the timeline. Never book excursions with Transat and Cancun cruise.

We had a great time at the pool Brigit was awesome and friendly highly recommend her Bar WET 1

Had a lovely 2 weeks at Sandos and loved it. Unfortunately, we went to Asiana and I explained I had a nut allergy. This was understood by the hostess and we went in and took a look at the menu. On all the menus at the resort it has an allergen description. I tried following that but was confused as there was not nut allergy symbol beside the Korma, but in the description it said it included nuts so I asked our waitress what I could have. She was not aware I had a nut allergy until I asked her about what nuts are in the korma. She informed me that all the dishes included nuts and that I could only have the Tikka Masala. I then looked on the menu to see that it included shell fruits, which includes things like hazelnuts and walnuts. I explained to her that I could not have that because of the nuts so she went to get the chef. He then told me that all korma recipes included nuts, which is not true as I have eaten many kormas. After this debate he then told me he would make a Tikka Masala specifically for me without nuts. We then ordered popadoms for the table, by the waitress who was aware of my allergy. I was then informed by my family member to not eat it as she could taste the nuts in it. This is utterly appalling and incredibly upsetting when at least 3 members of staff were aware of my allergy. I then went to speak to the hostess about this situation and she informed her manager. After explaining everything to him I was met with an apology and nothing more. Overall, I was very disappointed and visibly upset. On the menu there are only a couple of meals that have nuts noted as an allergy and over double the amount that don’t have it labelled. I truly find this horrific and it scares me that other people with nut allergies could so easily order something with nuts and have no idea. 3 members of staff were aware of my allergy and still served me food with nuts and the only thing the manager could say to me was sorry. Nobody could explain to me why the menu wasn’t labelled correctly. If you have a nut allergy, I would absolutely not recommend eating here. It is not worth the risk AT ALL

Amazing atmosphere and amazing bartender Brigit!! #barwet1

Our family loved her and will request her all week and whenever we come back She is the top of the line and she deserves whatever she can get!!!’ Brigit is the bomb