Nice and clean amenities but hotel staff gave conflicting information more than once.Genuine Expedia guest review
"Very nice. Excellent"
All staff are very nice, very cleAn. We just love the Hotel is wonderfulGenuine Expedia guest review
"Excellent, clean facilities and room."
Our first time in Cancun. The city, beach, ocean, hotel and staff were first rate. I would definitely recommend the Royal Sands to anyone. Can't wait to go back!Genuine Expedia guest review
"Very friendly staff, food was great"
The hotel was really nice, close to airport and walking distance to shopping malls. The restaurant La veranda had an extensive selection of food. They have two pools that have bars where u can order ur favorite caribbean drink or beer.Genuine Expedia guest review
"Hotel and Staff"
The staff at the hotel, beach, restaurant, bars, pool area, maid service, etc., were excellent, courteous, happy, friendly, patient, informative, we can't express how happy we were during our stay at the Royal Sands Hotel.Genuine Expedia guest review
"One of the worst"
Room - Soaps, lotions, mini-bar not stocked properly. Linens not changed daily. Limited towels in room. Pool bars did not have music to enjoy. Pool bartenders were great. Fun to talk with. Check out was a joke. I asked for our bill to be explained to me and got attitude from the girl behind the desk (Erica). She acted like I was stupid and was very […] short. She did respond apologetic about our unenjoyable stay, not did she offer to cut off our wrist band. Read moreGenuine Expedia guest review
Rooms were clean. View was as advertised. Staff was friendly and very helpful. Food was ok.Genuine Expedia guest review
"Beautiful Beach and Fantastic Staff Service!!!"
I never been to Mexico before and I am in love! If you are a beach person--this is the place to be! The water was blue like in the pictures! The staff was so helpful! Definitely worth every penny and I would also get the all-inclusive option because it includes restaurants near by! I was signed up for a Dolphin swim and ride but didn't even go because […] I didn't want to leave the beach. We had one partly cloudy day from August 9 to August 13. The weather was perfect. I felt super safe! There are two malls right next door. Next time, I am staying for much longer! Read moreGenuine Expedia guest review
"A huge hotel, beach, sea, friendly staff"
Sea on one side and lagoon on the other - nice views notwithstanding the room you get. Friendly staff. Everybody speaks very good English.Genuine Expedia guest review
"Very enjoyable stay!!"
Everything was impeccable! Staff was very helpful and friendly..can't wait to go back.:)Genuine Expedia guest review
Overall the Resort was okay. The hotel has beautiful view from any location and amazing pools with swim up bars. However, the swim up bars close at like 6 or 7 pm. All the “restaurants” listed are actually not all on the resort. You have to take a shuttle (which is free to get there) and you have to schedule your shuttle, it’s on a first come first […] served basis up to 35 people per shuttle. The shuttle times are every hour I believe. You must also either find your own way back to the hotel or wait for the next shuttle to come by and hope there is enough room. The sideline bar and grille - is not actually a grille- they give you a menu from the Veranda which is the main restaurant on the resort. The only item they have is sushi or popcorn. Adding additional restaurants would greatly benefit the resort. Read moreGenuine Expedia guest review
Have been doing an annual girls vacation for years and this is the first resort all of us were ready to Rebook for next year. Everyone and everything was absolutely heavenly including all the food.Genuine Expedia guest review
"Perfect location and every room has a beach view"
With this being our first time at an all-inclusive resort, we were pleasantly surprised. The hotel service and amenities were exceptional!Genuine Expedia guest review
Went for our Honeymoon and everything about the trip was perfect. The facility,staff,food and everything else was wonderful!Genuine Expedia guest review
We had a group of 8 adults and let's say none of us had any complaints it is a fabulous resort with amazing staff, food, drinks and plenty of activities for everyone would recommend this resort to anyone and everyone a must to stay at if traveling to cancun!!Genuine Expedia guest review
"Not truly all inclusive"
disappointed with hotel, wouldve switched if they let me but they wouldnt refund, prepaid. room was small and outdated, bathroom was typical motel type, not resort type, tub/shower curtain just like home. beds ok, housekeeping was good rooms were clean, just not what im used to or expected. worst part was that the 'all inclusive' which i like for the […] convenience of not having to worry about food/leaving, etc, is that there is only one restaurant, and a small pool bar during day. the other restaurants are at their sister hotels in cancun and you have to shuttle there is yu want to eat somehwere other than the one restaurant. two pools, regular one with a kiddie pool attached, and other is infiniti pool, which is really nice. beach was gorgeous, sand/water beautiful so location is good. did not care for the time wasting pretend im your concierge gig when really they just wanted to give you a time share presentation and you could only get the discount on activities if you sat through 90 minute presentation which i didnt do. beach was tough to get unmbrella seat if you werent there early, they say no holding of chairs with towels and after 60 min personal will be taken to desk to allow opening of chair space, but that was never enforced so while youre baking in sun the unbrellas arent even in use. experience turned out to be satisfactory because staff was great, beyond friendly and attentive and polite and fun Read moreGenuine Expedia guest review
Response by The Royal Sands & Spa All Inclusive Dear Guest, Thank you for taking time to post about our resort. We always strive to provide the highest satisfaction levels available and we regret not achieving this goal with you. We like to be 100% transparent about our REFINE All Inclusive package at all times, since the reservation process begins. Obviously we are not doing enough to communicate properly and we offer a sincere apology. Our team is currently reviewing the information posted on all of our websites so that our customers are fully informed at all times. Security staff is being informed about your report for the beach chairs holding. We do have a policy about this and will enforce it. Finally: We appreciate your comments about our hosts. We are convinced that they are the most valuable asset of our company. We hope you have enjoyed the rest of your vacation at the Mexican Caribbean. Warm Regards.
Very clean, beautiful setting, views...easy transport to and fro airport, good foodGenuine Expedia guest review
"Surprising Find in Cancun"
I am very demanding and critical of hotels. This hotel was surprising. The room was spacious, and well maintained. The staff was helpful. They did not try to sell me a time share. A bonus was the food. It was very good. The plan meal plan allowed you to go to other restaurants related to the hotel. Thus, you get a nice variety of good food. Further, […] the plan included alcoholic drinks. The hotel used good quality alcoholic beverages. And it is right on the beach. Great for families. The children can order whatever food or drinks they want. Read moreGenuine Expedia guest review
"Nice All Inclusive Hotel"
The hotel property is beautiful and in a great location in the hotel district. The all inclusive package was nice as there are quite restaurants available off the property, in several stand-alone restaurants and in other Royal properties. We enjoyed seeing the other Royal properties but like the Sands the best. Take advantage of the access to sailboats […] across the street at the lagoon. Read moreGenuine Expedia guest review
Very nice experience. Pool was excellent, staff friendly, great drinks , great views, rooms could be a little nicer, but not bad overall, some of the food could be better, but we did enjoy captains cove restaurant and some of the appetizers available at the other locations.Genuine Expedia guest review
very clean and well maintained property and the staff was great. Two huge swimming pools plus the lap pool. The lap pool was one of the things that attracted us to this hotel and it was great! The pool in Phase II seemed to be the quieter of the two as there were less kids on that side so we enjoyed that pool more.Genuine Expedia guest review
Great for families, very spacious living area and rooms. All inclusive food was great! The best all inclusive experience we have had out of the 12 times we have been to Mexico. The view was incredible. Great for families, quiet, safe, and relaxing. We hope to return soon. When visiting the restaurant La Veranda, ask for Fher, he provided great and happy […] service each time we went. Read moreGenuine Expedia guest review
"Required to change rooms"
We checked in on Friday and during check in we were told we needed to change rooms the next day. I heard another guest next to me being told the same thing. It required me waking my teenagers up, packing, leaving our luggage with the bell boy until they could ready another room. This is insanity. We were told it had to do with the hotel having time […] shares. This needed to be disclosed before I booked because for me this would have been a deal breaker. The beach was nice but if you have small children the surf is a bit strong. Facilities were all nice and clean. The restaurant was nice, food was decent, but wait staff a bit slow but all very friendly. Their friendliness made up for any problem with their speed. The concierges are all trying to sell you time shares. Im on vacation so please let me relax. I would would not recommend this hotel because of the time share issue. Read moreGenuine Expedia guest review
Response by The Royal Sands & Spa All Inclusive Dear guest, Thank you for taking time to post about our resort. We always strive to provide the highest satisfaction levels available and we regret didn't achieve this goal with you. Our resort is a mixed use resort and does lend itself to a few challenges, however: we are taking notice of this comments and already working with your inventory and guest services department in order to find a way to avoid moving you from one villa to another whenever it's possible. As an important part of our company, our goal is to ensure that you are given the highest level of personalized service so your time with us is seamless and memorable. Resort's concierges are trained to provide the aforementioned service and anything below this level is not what we adhere to and we are truly sorry for the experience you had. Rest assured we will follow up with this matter and action will be taken to ensure this does not occur again. We hope you have enjoyed the rest of your vacation in Mexican Caribbean. Warm Regards
"Perfect family vacation"
We visited with my 4 kids and grandson and it was simply ExcellentGenuine Expedia guest review
"Nice hotel, close to the beach."
The hotel exceeded our expectations. We requested an ocean view room and had an amazing view. Walked to the ground floor and right out to the beach.Genuine Expedia guest review
"Very nice hotel,"
We had a one bedroom suite which had a king sized bed, a living room area with a couch and two twin sized Murphy beds, kitchenette, balcony overlooking the pool and with an ocean view. We got an all inclusive deal which included all the food you could eat and all the drinks you wanted. There are two restaurants on site along with poolside bars and grills. […] There are also really good restaurants off site at the other Royal resorts that are included in the all inclusive package. The restaurant at the hotel that had breakfast, lunch and dinner, served a buffet and also had a menu that could be ordered from. Service and food was good. The water at the Royel resorts is filtered through their own filtering system so it is safe to drink and they also give you bottled water. The other restaurants we were able to go to as part of our package were Mexican, Italian and Seafood. All were really good! The hotel provided shuttles to these restaurants. There are two pools at the resort and tennis courts and there is a large pool for little ones. The beach and water are gorgeous. Our only complaint was the concierge kind of tricked us into going to their new resort in Playa de Carmen. She got us interested in the resort by telling us about the reef there for snorkeling, and the good shopping in town. She then told us that there was free transportation there, but only if we agreed to listen to a 90 minute talk on their time-shares. The talk ended up taking 3 hours of our time all together. Read moreGenuine Expedia guest review
It was a wonderful hotel! The food, staff, shopping, and rooms were magnificent. Take the time to go to the other restaurants- Captain's Cove, El Conquistador- it is a short shuttle ride and well worth it. The staff was amazing- I never pulled out a chair or opened a door. Yes, we did tip everyone but the staff were excellent even before we saw the […] ticket. The view from our balcony was beautiful, and the balcony itself was huge. Only drawback was there was only one elevator so you almost always waited. Would definitely go back to the Royal Sands!!! Read moreGenuine Expedia guest review
"Well worth it"
Great food drinks sites pool was excelleant, staff friendly.Genuine Expedia guest review
"Great family vacation, pure relaxation!"
I highly recommend this hotel to everyone, especially those traveling as families. The Royal Sands is a beautiful property and extremely clean. The staff works very hard to maintain the facility and make everyone feel welcomed. The only thing that I would have to mention is the food. They do not have a big variety of choices in food. On site they only […] have one restaurant and the selection is minimal. The buffet seemed to be the same everyday. There are 3 restaurants off site that you would have access to that are ok. But other than that, this place is FABULOUS! Read moreGenuine Expedia guest review
"ALL INCLUSIVE IS USELESS"
Service is horrible. Seems being all inclusive staff has no need to provide good service. Staff was rude and seemed all they were interested in was selling time shares. Had to wait hours to get service at the beach.Genuine Expedia guest review
"This is Paradise"
From the moment we walked in until the time we left we felt like royalty. Everything wan clean, maid came twice a day. Did not have a bad meal the entire stay, everything we ate was amazing, all restaurants were excellent, couldn't go wrong with anything. Rooms all have an amazing view. Staff is hard working and cater to every need. No complaints to […] give. Read moreGenuine Expedia guest review
Everything about this place was great..Food was good,.clean huge room and the staff was really nice.only complaint is that the shuttle bus was not at the airport for me when I got to Cancun airport.i had to catch a cab and pay more then I intended.Genuine Expedia guest review
"Time Share! Not set up for All-Inclusive Yet!"
This is a beautiful "time share" resort. All inclusive option is fairly new since last year only. They are still working out a lot of kinks....such as a married couple having to push two beds together to make one. The rooms are set up for time share suites, so since we are only two people, we got the half with two beds. They didn't fix, just pushed […] beds together for us. Give them a few years understand what a real all inclusive is. Please don't make the same mistake we did. We saw similar reviews to this, but we didn't listen. I even called the resort after I saw the reviews and asked about it being a time share and I was told it wasn't. The resort seemed to bend over backwards for "members" but not for all inclusive "non member" guests. The pool, the beach, the overall scenery is wonderful, though. There is only one restaurant there that is open for bfast, lunch, and dinner. La Veranda was excellent, but there should be more options. The sports bar hold weird hours and seemed mostly used for time share propaganda. There was, also, not enough seating in there. A personal concierge greeted us at our door when we arrived. We thought she was there to help us, but she was there to promoted attending a time share class and conference. This resort would make a great time share! We just weren't prepared for that, and I don't like feeling like someone is trying to pull one over on me. We still had a great time. I would not recommend this resort if you are a married trying to relax. Read moreGenuine Expedia guest review
Response by The Royal Sands & Spa All Inclusive Dear Guest, Than, you for taking time to post about our resort. As you point out: our resort is a mixed use resort and does lend itself to a few challenges .There are different room setups in our resort and we're sorry to learn we haven't been able to communicate this opportunely in order to give you the room you wanted and would love to use. Our policy dictates that our host must treat equally both our members and visitors and we'll make sure to enface this policy properly so no one of our customers share this experience. There are several restaurants available for you to choose, but they're not in the premises. However: a shuttle that takes you to all of the other resorts and locations is available on request. The schedules are available at front desk. Finally: personal concierge's leitmotif is to provide assistance at our guests. Department in charge is currently reviewing this information since being pushy or rude is not a behavior we encourage nor consent. We are looking forward to welcoming you again soon during your next vacation at Mexican Caribbean. Warm regards.
"Right on the beach"
Very sandy beach, crystal clear water, waves were very large and powerful and we loved it! The hotel did have a life guard at the beach. We spent most of our time at the beach, but the pools were also very nice. The food was very good. They provided free transportation to thier other "Royal" hotels and approved restaurants.Genuine Expedia guest review
"Decent hotel, bad service"
This hotel has all-inclusive & non all-inclusive guests therefore the all-inclusive guests will not get good service unless you tip well. Sometimes we have to wait 1 1/2 hours to get food at the pool. For the restaurants not in the hotel, you have to make reservation and you can hardly ask for the time you want even though the restaurant is not crowded […] at all. I stayed at Royal Solaris before and their buffet was huge but this hotel buffet is small and foods are just ok. There isn't much going on at night here. Having to move on Saturday is also inconvenient, it make you feel like the day is wasted. I came here with my elder parents and they put my parent in phase 2 building and my room in phase 1 building. When I asked the font desk to move us closer, the clerk just said no without even trying. I will not come back. Read moreGenuine Expedia guest review
Response by The Royal Sands & Spa All Inclusive Dear Guest, Thank you for taking time to post about our resort. Our resort is a mixed use resort and does lend itself to a few challenges. Due to our resort's nature: attending these request can be hard for us sometimes. Reason why we ask our customers to make this request prior to arrival in order to have a bigger timeframe to fulfill your needs and requirements. We hope you've enjoyed the rest of your vacation at Mexican Caribbean.
"Very nice hotel close to beach"
Great hotel for family fun. The room is very nice with great ocean view.Genuine Expedia guest review
"Absolutely beautiful hotel"
The hotel is located in the heart of main drag in Cancun. The facility is very well kept. Their is no bad room. You will either be looking directly at beautiful Caribbean Sea or their amazing pool. If you like attractions, Cancun has a tremendous variety. If you like to just relax and hang out at the beach, the waiters are their to insure you always […] have a nice cold drink. They also have a nice selection of food items that are fantastic. We did the all inclusive package...which I would recommend as well. Read moreGenuine Expedia guest review
"The best hotel in cancun. It offers all inclusive."
I had a great time. I need it more time there. I did 5 days but I should done 7 days. There is lots of things to do in cancunGenuine Expedia guest review
"Good place . good food. Good staff."
My wife loved it and she wants to come back. We really enjoyed it and even my son said it was nice.Genuine Expedia guest review
"Wonderful week at Royal Sands"
This place was amazing. The staff was great, the food was delicious-- you need to check out dolphin's cove and hacienda sisal, which are included with the all inclusive package. We were nervous the drinks would be watered down but that's the complete opposite, they are amazing and very fun! The only thing that I was I would've known was about the […] free shuttles to the different restaurants. We heard through others and when we went to use it, it wasn't available at that time. But it the end it wasn't a big deal! All the staff members are friendly and they appreciate the dollar tips so make sure you take some because they treat you like royalty! Read moreGenuine Expedia guest review
excellent view from our room! we can see sapphire blue when we wake up every day. meals at restaurant are fantastic. when we get tired from chichen itza, beer is waiting for us at pool bar. all things are great memories...Genuine Expedia guest review
"First Time in Cancun EVER!!!"
When we first arrived at The Royal Sands, we were greeted and checked in by the sweetest guy, Marciello - He was amazing! Very knowledgeable and very helpful - answered all my questions with a smile. We were given a Phase 2 room on the 7th floor (we did not have a suite - didn't need the space). The view from the balcony was breathtaking. I had to keep […] going out to have another look! So pretty it looked photoshopped! It looks as though every room has an amazing view of the pool and ocean, simply incredible! The maid service was very good - Food was very good - especially Captain's Cove! Salmon and coconut shrimp were both amazing. We went there twice. The best thing about the Royal all-inclusive is that you can go eat at any of their hotels - so many food options we could not get to them all in our week's stay (i guess if thats all you wanted to do, you could, but not our plan) There are plenty of choices without surcharges so don't worry about paying extra for any food. Manuel (Manny) the bartender was AMAZING!!! Tip him well - he deserves it - goes above and beyond and is a great guy! We went all up and down the Hotel Zone and spoke to a lot of tourists and i believe that we do not need to look any further for our next years vacation spot. We will definately be back! xoxo Read moreGenuine Expedia guest review
"Beautiful location, friendly staff"
Nice relaxing trip, very convenient all inclusive option.Genuine Expedia guest review
"Wonderful hotel, I dream to come again."
It is very nice hotel, very welcome and perfect staffGenuine Expedia guest review
"Convienient to the pool and beach areas."
Service was excellent. Staff was very courteous. Food quality was really good. Great variety.Genuine Expedia guest review
"Beautiful View, Disappointing "All Inclusive""
Hotel - The hotel and view are Excellent!! The beach is SO beautiful and has several different shades of blue. A little rough with the waves, but the kids enjoyed that and the waves brought up a lot of seashells. Staff - Excellent! Very friendly, helpful, and work hard! Wristbands - Not horrible, but kind of a pain when hugging your partner or rubbing […] lotion on, can scratch you. Sleeping with it was slightly uncomfortable if you're not used to them. Room Key Cards - Definitely a pain signing for everything....and I mean EVERYTHING. From ordering drinks, food, towels, photographer, gift shop, rental car, and so on. You would think they could somehow combine the wristbands and room key cards somehow. Not have to have both. In the past "all inclusive" resorts that I've been to, it's just that. You don't have to wait for a ticket to sign at the end. You just tip and leave. Not a true all inclusive resort. All Inclusive - This is the most disappointing part of the whole resort. It's not. Other than the Char Hut and room service, La Veranda is the only restaurant on site. Don't get me wrong, La Veranda has a very good buffet and the omelet chef is Fast! They do have off site restaurants that are included in the all inclusive program, but if you don't have a rental car, you're stuck with a cab, bus or their shuttle. Shuttle times are not frequent enough. Surcharge - All the good food is extra and has a surcharge. Again...not "all inclusive" Read moreGenuine Expedia guest review
The location and staff were good. The beach is very nice and it was not very crowded at all. I was surprised with the level of food. We did not eat the buffet but ordered off the menu each night. Both my wife and I we highly satisfied with lunches and dinners. I did not like the fact that the crowd was a mix of members and all inclusive folks...felt […] like two different classes plus many folks had beer in cans while the poor all inclusives had draft. All in all great stay. Only advice would be to avoid the scams at the airport. Everyone there is out to get your money. Read moreGenuine Expedia guest review
Very clean, great staff, great service, good food, on-site Dr. and MarketGenuine Expedia guest review
"Awesome place, but..."
We loved our stay here, however they have a few flaws that need to be addressed. One-for some strange reason, even though we had the all-inclusive package, we had to give our room key/card every time we got food or drink, and then wait for it to be returned with a zero dollar amount. This should all be taken care of with our all inclusive bracelets. […] Twp-room service took forever, even when just wanting some bottled water. Our wait time varied from 1/2 hour to 2 1/2 hours just for some bottled water for our room. Read moreGenuine Hotels.com guest review
"One satisfied traveler!"
The experience was incredible. Staff was attentive and eager to please. Good selection of food/restaurants. Cleanliness of the room was impeccable. The size of the room was huge, perfect for a family of 4. They had a Kids Club for kids and staff members were attentive and caring towards my kids. Kids thoroughly enjoyed going to kids club and look forward […] to it every day. Very family oriented place. Because of kids club we were able to enjoy the beach without kids or so activities without the kids. I would definitely go back to the Royals Sands again and highly recommend it to other families. O the food was pretty good too. It's not the best, but at least you have options to choose. Read moreGenuine Expedia guest review
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