LocationRiviera Maya - Beach
General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
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.
A price may display when children stay free, if your vacation includes transfer to your hotel.
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 Rating4168 reviews
Fair. if food was good (i rated it as barely edible except for breakfast & Chang Thai). Good place for kids. Should put families traveling together in the same building! Tried to switch rooms & they wouldn't accommodate us.Had people with kids next to us that partied until 11pm. every nite.
Not how it used to be
Very disappointed with the room provided. There were bugs, the room was damp and smelled of mould, the drain in the shower was plugged, the hot water didn't work for the first two nights. We were eventually changed rooms on the 3rd night of our stay as they said they were fully booked but yet the hotel was super slow. The staff had major communication issues. The food was great, the resort staff were super friendly and the overall grounds were clean. The main issue was the rooms provided. Transportation was a gong show, they left us stranded at the airport at 1am with a 5 month old baby. They asked me to hold my baby on my lap for the hour drive to the resort. we had booked for 5 people including the baby but they tried to add another reservation to our car and pick up 2 more people. Because they were trying to save money clumping us together they didn't have enough room for everyone. They told us to take a taxi at our own cost even though transportation was supposed to be provided. They said they wouldn't reimburse us either. I couldn't believe they would leave a family with a baby at the airport in the middle of the night. Thank god for another woman and her child who paid for a private shuttle. She let is travel with them or we would have spent so much money on multiple taxis.
Not worth the price
The grounds and the pool are nice, but the Romance bungalow was such a disappointment I can only give 2 stars. Our room was older and shabbier than the online images. The first room we were given 5512 had no running water in the bathtub. The second room 5511 smelled awful so we had to search the whole place looking for the source. Found the stench to be a brownish liquid dried on the drapes and floor. Some of the food we had was pretty good but most was mediocre. The restaurants have a very noisy cafeteria vibe. We tried to sit outside so we could hear each other, but only a few places have outdoor seating options.
Service was excellent everyone was very accommodating. Our room had an issue with the air conditioning so they moved us right away. We stayed in a one bedroom suite that was roomy and the beds were extremely comfortable. Loved the wildlife around the property we all cohabited very well. The property is very large, so may not suitable for people who have a hard time getting around. The entertainment was wonderful, most of the shows were at the colonial property so it was very quite at White Sand Resort.
Musty/Damp Rooms and a lack of staff
They moved us three times to get a room that didnt wreak of must. The firsttwo rooms smelled so bad it was hard to breath and laying on the sheets was like laying on a wet towel. All of our clothes wreaked. The first room had a dirty floor and bathtub and the toilet seat was installed at an agle and unusable. It was a battle to get a decent room and took 7 of the 9 nights we were there. In our sons room they took the toilet seat off and ddnt return it until we complained and a day and a half later. It took forevor to get a drink at the pool as there was one person serving the entire huge White sands pool area almost every day. The ala carte restaurants only have enough menus for half the people at the table. The food was pretty good in most of the restaurants and the buffets. The resort is huge so it requires a great deal of walking. There are trams that go fairly regularly, once you figure out the system but a great deal of walking is still needed. The POP people were great and the shows were excellent. despite the positives having a smelly wet room in particula, along with the other negatives I would not recommend staying there.
Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers and round-trip airport/hotel transfers when arriving at airport closest to destination (for exceptions see Frequently Asked Questions), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. In some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Cancellation policies apply. Bookings are subject to the Fair Trade Contract. All public charter flights are operated by ALG Vacations Corp: Allegiant Air: PC 18-231, A319-156 seats or A320-186 seats /PC 18-234, A319-156 seats or A320-186 seats; Miami Air operated by TUI Airlines Belgium N.V. : PC 19-085 & PC 19-117, B737-800, 180 seats/PC 19-091, B737-800-183 seats; Swift Air: PC 19-092, B737-400-150 seats; Viva Aerobus: PC 18-228, A320-180 seats/ PC 19-079, A320-180-185 seats/PC 19-094, A320-185 seats. CST2139014-20 120319