FREQUENTLY ASKED QUESTIONS
What does the All Inclusive Plan Includes?
- Food and beverage
- Unlimited food and beverage
- Unlimited food and beverage
- Tennis courts
- Tennis courts
- Daily entertainment program
- Daily entertainment program
- Additional Services
- For special services, contact us by sending an email to [email protected]
What is not included?
The amenities and services that are not included in your all inclusive package are select wines and liquors, private dinners, spa treatments, beauty salon, and external tours from agencies located in the hotel, among other additional services.
What are special measures being taken in the hotel in terms of hygiene and safety to prevent the spread of Covid-19?
At Sandos Hotels & Resorts, we take the safety of our guests and collaborators very seriously. We have implemented a series of hygiene protocols to guarantee a clean and safe environment. To see more detailed information about our procedures, visit our Clean Stay section.
Do you carry out Covid-19 tests in the hotel?
Yes, we have an agreement at a special rate with Costa Med. For this reason to avoid the displacement of guests, all of the COVID-19 tests are done in the hotel. See here for more details.
How many rooms does the hotel have?
The hotel has 213 rooms.
What makes Sandos Cancun unique?
At Sandos Cancun, we’re committed to service, and our priority is that you spend a pleasant vacation free of worries.
We are proud to be who we are and of the unique experience we offer our guests: with elegant adults-oriented style, plenty of rhythm every day of the week, and an exquisite culinary scene.
Is room service included?
Yes, room service is included.
Is there free wifi inside the rooms?
Yes, wifi is free and available in all areas of the hotel, even in the rooms.
Is the safe included?
Yes. We have a digital safe included in each room.
Are alcoholic beverages included in the all-inclusive package?
Alcoholic beverages are included in the all-inclusive packages for guests 18 and over.
Are pool towels included?
Yes, they are included and available in the pool area.
Should I tip employees?
Our all-inclusive plan already considers tips for our collaborators; however, feel free to leave any additional contribution.
Do you have baby amenities?
Yes, we have cradles and playpens for babies; to request one, send an email to [email protected]. Please take into account that there are no strollers, so you should bring your own.
Do you have wheelchairs?
We have wheelchairs, but these are subject to availability. To check availability, send an email to [email protected]
Can I request a golf cart?
There are no golf carts at the resort.
Do you have decoration service for special occasions?
If you want to make your stay even more memorable, you can request special decorations to celebrate your honeymoon, anniversary, birthday, etc., and surprise that special someone
How can I request a special decoration?
To request a special decoration, please send an email to [email protected] (additional charges may apply).
Can you help me propose to my significant other?
Yes! We celebrate love! For details about price and planning, please send your ideas to [email protected]
I want to organize a wedding.
Find here the different wedding packages and locations that we have for you.
Can I organize celebrations like birthdays, anniversaries, and honeymoons?
Yes, our concierge team will be happy to help you organize any celebration. You can contact us via email at [email protected]
Where can I find information about spa costs and treatments?
Here you can find the different spa services we offer, as well as their prices.
Does the hotel also work on Sunday?
Yes, we are open every day of the year, 24 hours a day.
Is there parking at the hotel?
Yes, there is parking for guests who drive to the hotel.
Can you pay by credit card?
Yes, you can pay with most major credit cards.
Does the reception work 24 hours?
Yes, we are at your disposal at the 24-hour reception.
How often is room cleaning done?
Our housekeeping department cleans the rooms every day according to the most advanced cleaning protocols. Find here all of our protocols and procedures that guarantee a clean stay at Sandos.
Do you have a babysitting service?
Yes, we have a babysitting service, you can request it with our concierge. This service generates an additional cost and is subject to availability..
What kind of activities does the hotel have for adults?
We have a complete entertainment program throughout the year, which includes activities for children and adults. You can check the program here.
What activities and services do you offer outside of the all-inclusive plan?
In addition to the all-inclusive plan, we have services and activities at a cost. You can find the lists of services in the following links: spa, tours and transfers, activities, and water sports.
What is the schedule for the night time shows?
There are fun shows for the whole adults, with a different performance for each day of the week. You can see schedules and descriptions here.
Do the activities require a prior reservation?
None of our activities or night shows require a reservation
Does the hotel have heated swimming pools?
No, we do not have heated pools; however, the water remains warm and is perfect for cooling off.
Do the rooms have English TV channels?
Yes, we have some channels in English. You can ask for the available TV channels with reception.
Where can I find laundry services?
The hotel offers laundry service at an extra cost. You can dial our operator to request it.
Does the hotel have air conditioning?
Yes, all of our rooms have air conditioning.
Does the hotel have stores?
Yes, within our facilities we have convenience stores where you will find basic necessities, as well as souvenirs.
Do you have rooms with a computer?
We do not have computers in the rooms or in the hotel areas. However, our wifi network is available in common areas.
Does the hotel offer stroller and wheelchair rentals?
Yes, we have wheelchairs and strollers at the hotel. If you require it, please contact our concierge department.
Does the hotel offer a microwave oven rental?
No, we do not have microwave oven rentals.
How can I confirm my reservation if I have not made it with Sandos?
Contact the travel agency or the channel through which you booked to confirm.
Does the reservation include taxes?
Yes, all taxes are included at the time of booking, except for the Municipality of Benito Juarez's Environmental Sanitation Tax which must be paid upon arrival at the hotel. The tax is a total of $31.12 Mexican Pesos per room per night. However, if the municipality decides to modify this policy, the amount may vary at the time of your arrival.
Is there any credit card holds during registrations?
Yes, during the time of registration, all reservations will be asked for a credit card to make a hold for the amount of 5,000 MXN. This is to accommodate any possible incidents. During the guest's check-out, the amount held will be released by the reception.
How can I cancel a reservation?
You can cancel a reservation through our call center.
How can I add another person to my reservation?
Contact our call center or your travel agency.
What is the check-in time?
Check-in is at 3 pm. However, you can arrive at the hotel earlier and wait for your room to be ready.
What is the checkout time?
You must be out of the room at 12 pm. Late checkouts are subject to availability.
Are there discounts for seniors?
At this time we offer a discount for travelers over 55 years old.
Are the hotel and rooms adapted for people with disabilities?
Yes, the hotel is accessible to people with disabilities. Please indicate that you are accompanied by people with disabilities when making your reservation.
Are there bathrooms with a spacious shower?
Yes, each room is equipped with a spacious shower.
I am a frequent customer, can I have a discount?
Of course, once you have completed your registration in our Sandos4U loyalty program, you will be able to exchange your points for rewards and discounts on your next bookings.
If I need to leave comments about my experience at the hotel, who can I contact?
At Sandos, we will always be very grateful for your opinions and feedback as they allow us to grow and provide you with a better experience each time you visit us. You can send us your comments to the email [email protected]
I need a late checkout
You can communicate directly to our call center to request it. Late departures have an additional cost according to the category reserved and are subject to availability.
What are the measurements of the rooms?
You can check all the details of our rooms here.
Does the hotel accept pets?
For safety and hygiene reasons, the hotel does not accept pets. However, the hotel does accept service dogs and are asked to wear a vest to identify the dog, so other guests will not distract them from their duty.
Emotional support or psychiatric service dogs are only allowed upon presentation of all required forms, and their stay is only allowed in the room, not in public areas, restaurants, or bars.
If I travel in a group, can I have connecting rooms or rooms together?
We recommend you indicate this request when making your reservation. Our team will do everything possible to accommodate your request; however, it is subject to availability.
Where can I find the hotel map?
You can download the hotel map by clicking here.
How much does it cost, and what should I do to get a room upgrade?
Room upgrades can be made directly at the hotel reception, subject to availability, and their cost varies according to the category booked.
What do you recommend to pack?
It depends on the season in which you visit us, but in general we recommend you to bring beachwear and accessories such as:
- Water shoes
- Trekking shoes
- A light cap or hat
- Snorkel mask
- Biodegradable sunscreen
- Biodegradable mosquito repellent
- Power adapter (220 to 110 volts)
Plus, we recommend you pack smart casual clothes for à la carte restaurants and a light jacket. See some packing tips here.
Can I pack something extra to help local comunities?
Yes! Thanks to the Pack for a purpose program together with the Sandos Foundation, our guests are able to bring with them some needed items which will be donated to local kids and their families to help them improve their life conditions.
How is the weather at the destination usually?
Fortunately, in the region, we have a warm and sunny climate most of the year, perfect for having fun on the beach.
What is the hotel beach like?
The resort is located on one of the best fine sand beaches in the destination.
Are there mosquitoes, and how does the hotel deal with them?
We are in an area of great vegetation and fauna, so it is common to have mosquitoes. The hotel fumigates every day with environmentally friendly products in order to keep them as far away as possible from our guests.
At what age is considered an adult?
In Mexico, the age of majority begins at 18 years of age.
What currency should I travel with?
The stores accept Mexican pesos (MXN) and mostly US dollars (USD). Also, in some cases, they can accept euros (EUR).
Can I pay with a debit or credit card?
Yes, we accept most major credit and debit cards.
Are there ATMs in Cancun?
Yes, you can find ATMs in the city center, both in US dollars (USD) and in Mexican pesos (MXN).
Is it safe to exchange money at the exchange houses?
Yes it is safe. We recommend you attend well-established exchange houses and check other users' opinions on social networks or the internet about the place.
What are the best archaeological sites to visit?
The Yucatan Peninsula, and in general all of Mexico, has a large number of archaeological sites of different cultures and historical periods. Here we give you a brief guide to deciding which ones are the best to complement your visit.
Will my phone work while I'm in Mexico?
In Mexico, practically all telephone networks work; however, we recommend that you verify the service and charges with your provider before traveling.
Do I need to speak Spanish?
Although coming to Mexico can be a great opportunity to practice Spanish, you don't need to speak it as most of our collaborators speak English very well.
How do I get to the hotel?
You'll find paradise just 20 minutes from the airport. As you leave Cancun International Airport, head southeast on the highway from the airport and continue through Punta Nizuc-Cancun for 9.13 miles. Turn right onto Retorno del Rey and follow the path until you find the sign with the name of the hotel.
What should I expect on my visit to Sandos Cancun?
It’s important for you to know that Sandos Cancun is all about The Well Fit Experience, so you will find great music all around the hotel.
Does the all inclusive package include transportation?
Our hotel does have a transportation service; however, this has an additional cost and is made through the Seek N Go agency. Reserve by sending an email to [email protected] or call the following numbers:
From the Americas - Mexico 01 800 907 52 92
From the Americas - USA 1 866 336 40 83
From Europe - Spain +34 971 78 33 02
From Europe - UK +44 20 305 137 68
How can I go to downtown Cancun from the hotel?
You can request a taxi from your room; the approximate cost is $13.00 USD. We remind you that this service is external to the hotel. You can also walk to Kukulcan Boulevard and take the city bus; Route 1 and Route 2 (R1 and R2) will take you into downtown Cancun.
How far from the city center is the hotel?
The hotel is located within the Playacar residential complex, just 3 kilometers from downtown Playa del Carmen. You can book your transfer with our Seek & Go team for your convenience, or if you prefer, we have a taxi stand at the door of the hotel.
Is it safe to board taxis?
At the hotel, we have a very secure taxi stand as we check the vehicles at the complex entrance and exit.
Is it safe to leave the hotel?
Yes, it is safe to leave the hotel, both to the city center and to the entertainment and nightlife centers. However, we ask our guests to leave at their own risk. We recommend you come to our Seek & Go office, where you will find completely safe excursions and transfers from the hotel door. Read more
There is a car rental service that can be booked at the drop-off point or in the lobby.
Does Uber exist in Cancun?
No, Uber service is not provided in Cancun, nor in the entire state of Quintana Roo.
How many restaurants are there in the hotel?
Which restaurants require a reservation?
Due to the sanitary contingency, special messurements have been taken by restaurants to avoid big crowds. Review restaurant opening hours here
I have allergies and / or eating restrictions. What options are there for me?
We have a selection of food for people with allergies and / or food restrictions, so we ask you to please, in addition to notifying us when you check in to the hotel, notify your waiter so they can show you the options available for you.
Is there a dress code in restaurants?
Yes, there is a dress code in each of the restaurants. Check here upon arrival to verify the dress code in each restaurant.
Are there gluten-free food options?
Yes, each gluten-free option is clearly detailed in the restaurants. Please notify the reception of all your food restrictions at the time of check-in.
Do restaurants offer vegan options?
Sure! Just ask your waiter for the vegan menu so they can show you the options available for you. See more here.
What are the restaurant hours?
Hours vary by the restaurant; however, you will always find a restaurant available for breakfast, lunch, dinner, or snacks.
What is the cost of food and drinks in restaurants?
All food and drinks are part of the all-inclusive plan.