My experience at Sandos Cancun was beyond disappointing—it was terrible. The hotel fell far short of expectations and did not deserve its advertised 5-star rating. From the moment we arrived, it was clear this was not what we had signed up for. The pool was dirty, the ice maker didn’t work, the TV was broken, and everything about the property felt outdated. The food was not only low-quality but had very limited options. On top of that, our room was dirty, the bathroom toilet door was problematic, and the bed was uncomfortably hard.
What made it even worse was the beachfront CANCÚN sign. Unlike the photos in the advertisements, it was broken, rusted, and shoved off to the side, which felt emblematic of the entire experience—nothing was as promised. The lobby also had a bad odor that was unpleasant to deal with.
The chief concierge, Stefano Rayo, assured me that he would contact Expedia and confirm the six-night refund. However, I received multiple emails from Expedia stating that Sandos had denied the refund, even though Expedia pushed for flexibility. Feeling ripped off and desperate, I had to spend an extra $2,500 to book another hotel on the same day. Thankfully, I found one with a single availability, but this added to the stress and cost of my trip.
The buffet service was another disaster. One day at lunch, the tables didn’t even have towels or utensils set. We had to ask, and the waiter brought what looked like paper towels from the bathroom—completely unacceptable.