Stayed 8 nights at the end of October. My spouse fractured her arm (off site) at the half way point of our trip, so unfortunately had to rely heavily on room service for the last four days.
-Low occupancy at this time of year, never had to wait for an elevator or service at a bar
-Beach beds and pool loungers were always available
-Super clean, no musty smells
-Good experience at the Japanese show cooking restaurant
-Good location in the hotel zone
-Pool snack bar was good for pizza, wings and fries
-Beautiful lobby bar area
-Family resort but has an adult oriented feel
-Arrived via private transfer at 2 PM - No one available to take our luggage - had to drag 4 pieces into a quiet lobby - no welcome drink offered
-Once checked in a "concierge" pounces on you to give a tour of the facilities (no tour required - this place is really small) - He actually wants to arrange a timeshare presentation. We declined and for the next 8 days he waved hello when we would see him
-Limited room service menu and they never got it right. Things were always missing, No syrup for the pancakes, no butter for the toast, no ketchup for the fries, no milk or cream for the coffee. If you asked the staff to deliver anything missing, it would take at least 30 minutes.
-Besides the Japanese (reservations required) restaurant, the Seasons restaurant was closed 3 of the 8 days we were there leaving only one dinner option which was usually buffet. The weekly seafood buffet was replaced with a halloween buffet and there was no hint during our stay that lobster was available.
-Lobby bar was never well stocked. For 8 days I had to go to the pool bar to get vermouth for my manhatten, then back to the lobby bar for Crown Royal. Had to go to the restaurant bar for Gran Marnier and on one occasion they ran out of house wine.
-The general manager was invisible for our whole trip except for a champagne reception in the lobby bar where she gave a speech, introduced some key staff, handed out a few door prizes and left without circulating with the guests. (The champagne was really awful but was served in Moet Chandon ice buckets and no munchies were provided).
-The early afternoon shaded pool area resulting from the neighbouring high rise Secrets the Vine.
-No significant entertainment
The main difference from an average place to a luxury experience is attention to detail and providing a quality product.
This place is capable of this, but did not deliver.
- Official Description (provided by the hotel):
- A refined and yet welcoming sense of personal service pervades Sandos Cancun Lifestyle Experience Resort. Our guests enjoy an intimate setting on the sands of Cancun, combining a great all inclusive Total Gourmet Experience with pleasure and relax in 187 rooms, 26 suites. The visitors may enjoy a world-class spa with fitness center, two fine-dining restaurants, three tiered pools, and the Caribbean beach with private cabanas and beachside attendants. ... more less
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