Sandos Playacar

My husband and I booked a Select Superior Room at Sandos Playacar to celebrate our 25th wedding anniversary. As a Sandos travel agent, I was especially excited about our stay based on the photos and presentation of the resort. Unfortunately, our experience was so disappointing that we checked out the same day and paid to stay at another resort.

We arrived early and understood that our room might not be ready. When we returned around 2:45 PM, I specifically explained that I could not walk up stairs. Despite being assured that our room was not on the third floor and that there was an elevator, the bellman later informed us that our room was actually on the third floor and there was no elevator.

After returning to the front desk, we were initially told that the only first-floor room available had two queen beds. Since this was our 25th anniversary and we had reserved a king room, that was not an acceptable option. After another conversation with the supervisor, a king room on the first floor suddenly became available.

Unfortunately, the room itself was extremely disappointing. The furniture was outdated, the dresser appeared water damaged, the bay window had chipped paint and missing pieces, and, worst of all, the room had a terrible odor. I was honestly holding back tears because this was not how I envisioned beginning such a special anniversary trip.

We ultimately booked another resort and paid an additional $65 for transportation to leave Sandos Playacar. By that point, we had been traveling since 5:35 AM and simply wanted to get somewhere comfortable and begin enjoying our anniversary.

I do want to recognize Andrea, the night manager, who was very apologetic and offered us an upgrade, as well as the wonderful gentleman from the bell desk who assisted us. Unfortunately, by then, we were ready to leave.

I also left feeling that we may not have been treated as warmly or attentively because we were not of Latin descent. I cannot say why we were treated the way we were, but that was genuinely how the experience made me feel.

As a travel agent, I need to feel confident recommending properties to my clients. Based on our experience, I cannot recommend Sandos Playacar. What should have been the beginning of a beautiful 25th anniversary celebration instead became hours of frustration, disappointment, and additional expense.

Location is good. Hotel is really good and resort is clean and well looked after. Rooms are large, well equipped and bathroom area is good. Wildlife is good around the hotel. Food in buffet restaurant is really good, good quality and lots of variety. Ramon in the pool bar next to the riviera blue snack bar is really good. Looks after us while we are around the pool and is really friendly.