Location
Riviera Maya - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy:
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
7313 reviews
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Dec 18, 2024Undisclosed major construction
[HOTEL UNDERGOING MAJOR CONSTRUCTION; DO NOT GO THERE FOR NOW] The pool, lagoon, beach bar, pathways to the lobby are all closed and they look months away from being done. Management is dismissive about it and did not notify travel providers and refuses to offer compensation. You can use facilities from sister hotels but they are far and very crowded. Definitely not the experience anyone paid for. I’d wait until the second half of 2025 to even consider going there. Too bad because the grounds are beautiful and most staff super attentive.
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Dec 16, 2024
Holiday on a building site
We were lied to. Vast areas the resort, the pool, the lagoon, restaurants are under construction. Noisy construction. We paid full price and our view from our room was a building site. Avoid it until at least March. When I complained they wanted to charge me more to move.
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Dec 15, 2024
Poor experience
Poor quality food and shady practices to sell membership. Had booked vacation thru air canada and our departure flight was at 10.30 pm. Checked out at around 4 pm and was told that check put time was 12 pm and need to pay extra charges for overstaying in the room. Dont mind paying but no one told us before and first time ever that it happened with us.
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Dec 14, 2024
WARNING: ENTIRETY OF WHITE SANDS RESORT IS UNDER CONSTRUCTION
Everything is boarded up and the hotel is pretending it's not happening. Please be aware of the following issues: - airport transportation company is going through an ownership transition and is unable to send confirmations for pickup/drop off (this results in guests wandering around the Cancun airport and the taxi drivers telling you the company doesn't exist and that they need to drive you at an exorbitant cost, etc.). Tip: Call the transportation company directly before your stay to ensure you have all correct information. - I slipped on yogurt on the floor in the buffet room and rolled my ankle - No notification of construction of entire resort (you must spend your time at their other resorts) - No lighting on extensive pathways making it impossible to navigate at night - Dinner reservation booking system was down for first 2 days of stay and hotel would offer no help to get any dinners booked for our stay. After requesting help for 3 days they offered a concierge to get us some reservations. - No drains in the hotel rooms work, they are all clogged. You have to use the sink quickly before it fills up. We notified front desk and they said they would send someone but of course, no one ever came. - Paid for specific room selection ($14USD/day) for a ground floor room and was put in a second floor room. When we showed them our ground floor booking confirmation and payment they said they were fully booked and couldn't move us unless we packed up that minute (10AM) and stayed checked out until 4/5PM (lose a day) when we would be put in a new room but we would not be able to see it first. - At least 20 minutes waits for car/train to get around complex (it is huge so you're walking up to 30 minutes to get from lobby to lobby). This walk is necessary multiple times a day since everything at White Sands is closed so you are always going to other lobbies/resorts. - Kids club is sad, there are no parents allowed in for any time or activities or to make their kid comfortable and the staff do nothing to help. It is often empty and you get the feeling that staff don't want to make it too inviting or they'll have too many kids to spend time with. We visited every day and it was the same every time. - No kids activities going on outside of kids club (no parents) during the day. - The resort has signs posted everywhere about being a strictly no smoking/vaping resort. Smoking and vaping is allowed everywhere - Buffet served two week expired yogurt almost every day
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Dec 13, 2024Poor experience during construction at White Sands
The stay was okay but disappointed in construction. White Sands lobby was under staffed that resulted in extra waiting. That snowballed into many other amenities and experiences We did not receive empathy or even offered upgrades. Maybe theystay were numb to it at that point, I assume they were not giving it their best effort due to the situation that had already be going on for a couple of months.