Frequently Asked Questions

What is Sandos SMART Agents?

Sandos SMART Agents is an online portal by Sandos Hotels & Resorts that has been specially designed for travel agents to recognize the important role they play as business allies, and offering:

  • Special deals all year
  • Marketing resources
  • Assistance provided by our sales agents
  • Rewards and attractive benefits
  • Training through diverse Webinars, as well as a Sandos SMART Agents certification course

What are the benefits of signing up with Sandos SMART Agents?

As a registered member of Sandos SMART Agents, you’ll have full access to our extensive resource center, sales tools, and exclusive incentives and deals for agents. In just a few clicks, you’ll be able to see your bookings, download marketing materials, access training sessions, and much more.

How can I become a member?

To access all of the content offered on the Sandos SMART Agents site, you’ll need to fill in the sign-up form and follow the steps outlined in the verification e-mail to confirm your profile as a travel agent.

Is there any cost to sign up?

No, signing up on the Sandos SMART Agents site is completely free.

What can I do if I forgot my password?

You can request a new password. To do this, you need to access select the Request new password option located within the Login section, type in the e-mail address you originally used to create your Sandos SMART Agents account, and lastly click the “E-mail new password” button. You will shortly receive an e-mail with the steps to creating a new password.

The system says it doesn’t recognize my username and password. Do I have to create a new account?

Don’t worry, you can simply request a new password. To do this, you need to select the “Request new password” option located within the Login section, type in the e-mail address you originally used to create your Sandos SMART Agents account, and lastly click the “E-mail new password” button. You will shortly receive an e-mail with the steps to creating a new password.

What is the Sandos SMART Agent certification program and what’s in it?

The Sandos SMART Agents certification is our learning and training platform, designed exclusively for travel agents like you who need to learn about the unique services, characteristics and experiences at each of the Sandos brand properties, ensuring that you match the right client to the right hotel. The full certification course consists of several training modules, plus a small quiz to complete at the end of each module.

Do I get any sort of recognition for completing the certification course?

Upon completing the certification course, you’ll receive a digital diploma as well as a badge that you can place on your agency’s website or in your e-mail signature.

Does a Sandos SMART Agents certification have an expiration date?

Since the Sandos brand is constantly evolving and growing, the certification is valid for 12 months after the date on which it is given. It’s possible to renew your certification; you’ll need to complete a special update module, which will only be available to those who have already completed all of the modules in the certification course.

How can I register the bookings I made ?

To register your bookings, access the “Rewards” section on the main menu, select “Claim a Booking”, and fill out all of the required fields on the form, then lastly press the “Save” button. You will be able to consult any submitted bookings on your "My account" page by clicking on the "My Bookings" tab. An approval must take place in order for the booking to be verified; in the meantime, the Status will appear as "Waiting for approval". Once the verification process is complete, the status will shift to "Approved".

How do I register a group booking?

If you have a group booking to register, you do not have to register each room one by one. On the “Register Your Bookings” page, there is an entry called “Number of Rooms” where you can simply insert the total number of rooms included in your group. The system will automatically bring up free nights once it has been approved by the system. (Keep in mind that the maximum number of free nights that you can get for registering a group is 14 nights.)

How can I check hotel availability before making a travel request?

Availability cannot be found on the website. To check before making your travel request, simply contact us via e-mail at [email protected] or call us at +52(984) 873-4444 Ext: 10236 to consult availability.

How can I redeem my earned free nights?

To redeem your free nights in exchange for your SMART points, access the “Rewards” section on the main menu, select “Redeem Free Nights”, and fill out all of the required fields on the form, then lastly press the “Save” button. You will be able to consult any submitted points requests on your "My account" page by clicking on the "Redeemed Requests" tab. An approval process must take place in order for the travel request to be verified; in the meantime, the Status will appear as "Waiting for approval”. Once the verification process is complete, the Status will shift to "Approved".

Can I book more than 1 room with my SMART Points?

At this time, you cannot book more than 1 room using your SMART Points.

Can I use my SMART Points to pay for a third person?

No, not at this time. Your free nights are only for two people sharing the same room. A third person can be included on the same reservation, but they will be charged the agents rate.

Can I use my SMART Points to get a better room?

No, not at this time. Below you’ll find the room categories that will be assigned to you for each hotel, most of which are already upgraded room categories and with VIP treatment:

  • Sandos Caracol Eco Resort: Select Club Superior for adults, or Eco Family Superior if you’re traveling with kids.
  • Sandos Playacar Beach Resort: Select Club Riviera Junior Suite (adults only) or the Riviera Family Junior Suite, or if traveling starting December 30 2018: Select Club Superior (adults only) or the Riviera Family Jr Suite.
  • Sandos Cancun Lifestyle Resort: Deluxe (or Superior if there is no availability in the Deluxe room category)
  • Sandos Finisterra Los Cabos: Junior Suite Ocean View

The system won’t let me register my 2014, 2015 or 2016 bookings.

Agents can only register bookings of up to one year old.

Do my SMART Points expire?

As long as you are still actively registering your bookings, your Sandos SMART Points will remain valid. However, if a booking is not registered by an agent within a period of 365 days, your SMART Points will lose their validity.

How can I check my current earned free nights and see how they were calculated?

There are two points on the website where you can check your free nights. First, you can find your earned free nights in your User Profile under the “Redeemed Requests” tab. Second, you’ll also find them in the Rewards section of the site, near the bottom of the page.

If you need more information or assistance, please contact the agent most convenient to you.

If you’re not a member yet, Sign Up Now and become a Sandos SMART Agent!