Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Welcome to Sandos Caracol Eco Resort, your “home away from home” in the Riviera Maya. The giant water park, world-class entertainment, and the beautiful beach location Sandos Caracol Eco Resort is one of the best all-inclusive resorts in Riviera Maya for both families and adults. Here at Sandos Caracol we aim to make your stay as relaxing and enjoyable as possible, which is why so many guests continue to come back year after year. We have lots of exciting accommodation options to suit the needs of all travelers looking for an unforgettable Riviera Maya all-inclusive vacation. Take your pick from fully furnished spacious villas, to family friendly room options including standard rooms and chic penthouse suites with an ocean view. There is also an adult's only section which includes adult’s only facilities and exclusive areas. Whether you want to enjoy breakfast next to the pool, or lunch by the beach with views of the Caribbean Sea, you’ll find everything
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
This summary was created by AI, based on recent reviews.
Powered by AI
Sandos Caracol Eco Resort has a unique jungle ambiance that captivates guests, with its close encounters with wildlife and a distinctive setting. However, some travelers advise that the resort's value is undermined by overpriced services, mediocre food, and unexpected fees.
The accommodations often disappoint, with reports of outdated and unclean rooms, while the amenities, though appreciated for their family-friendly offerings, are marred by reservation challenges and insufficient stocking. Guests describe service experiences that leave much to be desired, citing unhelpful staff and prolonged waiting times for various services.
Location
Remote
Atmosphere
Tired
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Service
Disorganized
Amenities
Underwhelming
Was this helpful?
Tripadvisor is not responsible for this summary or the opinions in it. For more information, please read the traveller reviews and learn more about how the site works.
Where do I start with this hotel?. The rooms are amazing, the food is very good with lots of different choices. However nothing and I mean nothing can prepare you for the magical wildlife that's all around you!. From the coaties and raccoons (who do get a little bit annoying always trying to steal food) to the wonderful monkeys and beautiful iguanas! It is truly a little piece of paradise. Do not book excursions through the TUI rep who we found to be less than useless, but use the company in the hotel as they are great! And if fishing is your thing go and see José and his team in the onsite water sports building. I went out for my birthday and had a fantastic day catching bonitos, rainbow runners and a marlin (which as it is October and off season is very unusual! But remember factor 50 suntan lotion!!! The onsite ala carte restaurants are also lovely, the best in my opinion is the Mediterranean one! The animation team are absolutely brilliant and Sexy yeye was absolutely fantastic! He made our holiday amazing. He was so funny and entertaining I loved it when he did his "sexy" dance! Absolutely brilliant team in general and first class entertainment!!. The service at times could be very slow but the staff couldn't seem to do enough for us, nothing was a bother. All in all id definitely recommend this place so much we've already booked our next holiday here!! Thanks once again to all the staff and animation team and especially yeye!! Till we see you next time mate adiós amigo!!
Read more
Date of stay: October 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
Room Tip:Try not to leave any food in your bags by the pool or beach as the monkeys, raccoons and coaties...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
My wife and I stayed 12 days over Christmas and New Year's. We stayed in the Adults Only section. We had a great time. The adults section have their own restaurant for breakfast, lunch and 6-7 for dinner. We never waited more than 5 minutes. The crew at this restaurant were great. They remembered us and what we liked for drinks and breakfast. They did an excellent job. Thank You, Virginia, Isidro, Carlos, Damian, Enrique, Abundio, and Victor for a great vacation. Remember to tip these people. They work hard to make your stay enjoyable show them some appreciation for their hard work. We tip $5 for each meal, $1 for every drink and $5 for the person who cleaned our room. Get $200 in $1 bills and $200 in $5 before you go. Tipping helps you get great service. Another thing we liked about the adults only section is there are plenty of chairs, towels and they keep the drinks coming by the pool. We were there in high season and we never had to worry about the chairs, towels or drinks. There is an adults only section on the beach as well. This is definitely the place to be as it is less crowded and less noisy. Our room wasn't fancy,but it was clean and the fridge was always stocked. We don't spend much time in our room so it doesn't need to be fancy. There is a lot of jungle with wildlife, monkeys, birds and other critters to see. Because you are in the middle of a jungle, bring plenty of bug spray. We like Jungle Juice from REI. We have been to 7 different resorts in Mexico over the past 13 years. If you want a 5 star resort, this isn't it. We have been to 5 star resorts. This is our second time to this one. We will be back, this is a great resort for the price. Thanks for a great vacation. Mitchell Washington
Read more
Date of stay: December 2019Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort
Responded 2 Jan 2020
Hi Mitchell, Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. Rest assured that we will let Virginia, Isidro, Carlos, Damian, Enrique, Abundio, Victor & Rei know of the praises you sent their way. We look forward to welcoming you back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveller reviews.
It's just ok. Like usual the employees work very hard but unfortunately policy seems to restrict them. Food sucks had better buffet at 3 star motels. Sadly best thing I had was steak from lieros and fajita from room service. Cant even make / find a salad except for lunch. Everything repeated reused. When sold to me they set an unrealistic expectations that select club adults only is like a resort in a resort. It's not at all its just a kids family mad house. Pools are DISGUSTINGLY dirty with animal feces all over the deck. bugs bees even cockroaches floating and no-one skimming them. (I borrowed a net from a worker and skimmed it myself to protect my G/F from being stung as shes allergic) None of them are properly sucking through skimmer ports and no workers are properly cleaning deck or pool BEFORE guest get up or at all for that matter. Hot tub not hot and only somewhat functioning pool jets will be a better hot tub. Bubble agitators never on. Front desk is a total mess lacks staffing with 7 to 10 other workers standing around doing nothing but policy does not let them assist. Concierge might as well be non existant. Had to ask for welcome drink then I take one sip and its terrible set it down and asked whats wrong. Say its terrible and made incorrectly. Isabel proceeds to tell me I'm wrong when I both saw it made incorrectly and have an extremely refined mixology pallet. That kind of set me off from the start. Shows are very short and lack luster even vs lower star rated resorts. You are constantly harassed on beach with people coming well up onto resort property. Lack of adult activities (could be covid) but again not the way it was sold to me. It was sold to me as 2 resorts in one if you want to be adulting and not around kids you can. But sadly NOT the case. Kids in adult areas and no strict enforcement of it. Rooms are ok they are clean in good repair. No easy access to ice for room and water machines are not cold (eco I guess) Felt very lied to they were giving me an upgraded room because select club adult only rooms are covid closed. Then they give me a room with a kids room and bunk beds for 2 adults and insist its an upgrade to my select club adults only room. Rigerberto the A&B manager saved the days and Victor at the select club bar were the only thing keeping me from completely loosing it. The buffet is a covid breading ground shared serving utensils. Servers touching trays tables used dishes silverware stuff on the floor walking behind server station in no way sanitizing hands and then touch tray or drinks or whatever else. Plastic face shields have gaps all around that particulate can easily pass.
Read more
Date of stay: September 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Warren B, General Manager at Sandos Caracol Eco Resort
Responded 25 Sept 2020
Hi FWNT from Cleveland, Thank You for having taken the time to share with us your comments and opinions of your stay with us at Sandos Caracol Eco Resort. While your comments are not typical of the vast majority of our guests experiences, we assure you that we will be forwarding your review to our Resort Management for their perusal. Always at your Service! Warren B Web Relations Manager Sandos Caracol Eco Resort
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My family was booked to stay here Mar.15-20. Unfortunately we had to return on the 18th because the Canadian government was going to close the borders because of the Covid virus. But other than that which was no fault of the resorts our stay was excellent. We had booked a Standard room but we upgraded to a family superior suite which was an extra $250 roughly. and the room was nice and clean, spacious for the 3 of us right close to the beach. Rm#2004 Lucio Marquez did a great job cleaning our room and he did some excellent towel art everyday for us. Everybody was so friendly and worked so hard, there was so many but I don't remember their names, the bartendars at the pool bar, the waiters in the restaurants. and Veronica at the concierge desk was a huge help with helping me change our transfer from the 20th to the 18th. We tried to fit as much as we could in the 2 full days that we were able to spend there, but I know we missed out on so much. The food wasn't too bad, we ate at the Italian restaurant which was good, the main buffet was good for breakfast, we had lunch at the restaurant beside the pool I really enjoyed the nachos. On the Monday night we ate at the Mexican restaurant and honestly it wasn't great, I would have thought that it would have been the best restaurant there just because we were in Mexico. They didn't even have tacos there. Veronica was able to switch our reservation at the Japanese restaurant and we are so happy that she did. The food there was the best that we had there, and the show was excellent. We didn't have a chance to go to the water park or do any of the free tours that they offer. Once we found out we had to leave early we were so upset but knew it was the right thing to do. We are already counting down to when we can go back so that we can experience everything that this resort has to offer. I would recommend this resort to both families and couples as they do have an adults only section. Definely make a reservation for the Japanese restaurant as soon as you get there, I did and the earliest we could get in was the Thurs. night at 9:30pm 4 days after we checked in. Everyone we talked to spoke english and seemed to appreciate when I tried to speak spanish. I tipped in Pesos and everyone seemed happy to receive it. I didn't see very many people tipping and I felt kind of out of place doing it but they deserve it for the hard work they do. I would tip the maid 100 pesos/day 50 pesos/day for the person that refiled the fridge. I would tip the bartenders 20 pesos everytime I got a drink from the bar and 50 pesos to the waitress at the pool bar or elephant bar when she brought us drinks.. The only complaint I have is that they cut the cord off of the water cooler so the water in the room is just room temperature so bring a water bottle so that you can put it in the fridge. The wild animals were fun to watch, especially the monkeys on our walk to the restaurant for breakfast.
Read more
Date of stay: March 2020
Rooms
Service
Sleep Quality
Room Tip:Room#2004 was a ground floor and it had a nice view of the beach from the balcony. It was also...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort
Responded 25 Mar 2020
Hi Feltched, Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. We look forward to welcoming you and your family back at your earliest convenience. Rest assured that we will let Lucio & Veronica know of the praises you sent their way! Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort webrelations.caracol@sandos.com
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This was my boyfriend and I’s first trip to Mexico and we cannot believe how lucky we got with Sandos! This resort amazed us in every aspect! All the staff were so friendly, helpful, and hard-working. Special thanks to Victor, a bartender in the Select Club bar, who was amazing, attentive, friendly, and so talented! This resort is perfect for wildlife lovers, nature enthusiasts, those who care for the environment, families, couples, and everyone really! Sandos did a great job of making us feel safe during the COVID-19 situation. The staff all wore masks, rooms were sanitized and quarantined before we arrived, and masks were required for crowded areas like restaurants. There was hardly anyone here during our stay, making no lines, hardly any crowds, and us feel much better. We thoroughly enjoyed the food, drinks, aqua park slides, the pools, the beach, the massages (off of the resort is the cheaper for longer, look for the ladies in all white at the first stall past the Select Club cabana), the cenotes (bring your own snorkel mask if traveling during Covid!), the room service, etc! Last tip for future travelers: the beach is best (more sand, less rocks) in front of the snack bar “La Salvia”!! We plan on coming back to Sandos every few years!
Read more
Date of stay: September 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Warren B, General Manager at Sandos Caracol Eco Resort
Responded 10 Sept 2020
Hi Simone, Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We also want to thank you for recognizing our efforts in ensuring the safety, health and well being of our guests. We have worked very hard to design new protocols, train our staff and implement the Sandos Clean Stay program. While some of the protocols may sometimes feel slightly inconvenient, keeping our guests safe so they can enjoy a great vacation is our highest priority. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. Rest assured that we will let Victor know of the praises you sent his way! We look forward to welcoming you back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Our family stayed 6 nights in 4 adult only select section rooms. Rooms are basic and clean. They could use an update. We didn’t mind because we didn’t spend much time in the rooms. The grounds are lovely, so much to see and do. Check in was easy, and didn’t take much time. I booked a private transfer for the 8 of us through Canada Transfers, cost 120.00 round trip, so we didn’t have to get off some shuttle with 50 other people! We loved the adult only section! We had breakfast every morning by the adult only pool, and there was never a wait. The food selection was good(menu and buffet) mimosas, baileys and coffee, cappuccino really anything you’d want. Service was very good as well. The adult only pool was very quiet and beautiful, we are beach people and spent most of our time at the beach Yes, it’s a little rocky, but there are walk ways that you can enter the ocean, and not need water shoes! The adult only beach has chairs, beds, Bali beds, palm trees, shaded and sunny areas. We never had an issue with finding a spot. The adult only beach area has a private building with towels, a bar, appetizers, bathrooms, showers, lockers, and a pool table. They also have beach servers for drinks. We did check out the spa. My personal observation was the staff was a bit rude. I didn’t book anything there, and a good thing too, because we had amazing massages on the beach with then ocean breeze with the sound of the waves crashing for 30.00! They bargain, my husband got one for 20.00! The restaurants were good, book the Japanese restaurant on arrival! We stayed 6 nights and got a reservation our last night at 9pm! It was great! Monica was our chef and she was brilliant! Brazilian restaurant was good too, Miguel and Fernando made our night! Really great service from them. The resort has top shelf liquor, you just need to call it. “ Don Julio” tequila or whatever you like. All and all a fantastic vacation spot! Again, not luxurious, but pretty darn great! The staff was absolutely fantastic from the housekeeping staff, bartenders, and servers. Oh, and the shows are amazing.. lady Gaga, Michael Jackson, flipping fantastic! FYI- Store’s there are ridiculously expensive so bring plenty of sunscreen, bug spray, and snacks. One more thing, the sales people call your room every morning around 8am, after reading many reviews on trip advisor I just didn’t answer. I never took “advantage “ of there free tour or sales pitch😂 I recommend a visit. I’ll be back!
Read more
Date of stay: December 2019Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort
Responded 5 Jan 2020
Hi Experience769270, Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. Rest assured that we will let Monica, Miguel & Fernando know of the praises you sent their way. We look forward to welcoming you back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I have to say we didn’t expect much of this hotel after reading mixed reviews but how wrong we were :) this trip was our seventh in Mexico so we have seen few hotels already so we could compare a bit . If you’re a nature and animal lover this is place for you it’s surrounded by jungle with beautiful cenotes ( the most Beautiful one was the one near lobby where you could also sit a have drink it was our favourite place) but the others were nice too and also you could snorkel in some of them, plenty of animals literally everywhere 😍, there are ancient Mayan ruins and beautiful area in the jungle for night shows and Mexican street food , you can borrow bikes and explore the resort . Beach is beautiful but rocky but if you walk further down there are some spots without rocks . The pools were overcrowded with families and we were trying to avoid them but if you family this place is definitely right place for you . There is aqua-park which has also bigger toboggans even adults can enjoy 🙃.Food and service were great as it’s all over Riviera maya so no complaints there , just the restaurants buffets were huge and the amount of people trying to get food was a bit overwhelming , so we we’re having our meals later to avoid queues. The best restaurant was the Brazilian steak house and we liked breakfast in the Italian restaurant. Room we had was standard in good quiet location. As were travelling for few nights away from hotel we decided to go for cheaper option. However no complaints at all room was nice and clean , good size with small balcony, shower had soap and shampoo in dispensers which was great , we had water tank in the room as it’s eco resort and small bar fridge filled up daily. We asked at reception for bathrobes and slippers which came without any problems. Also the location is really close to Playa del Carmen where you can take taxi for 200 pesos also close to lots of other attractions. I would definitely go back to this hotel and we had really nice and relaxing time also the price is reasonable for what you get there. Well done Caracol 🙃!
Read more
Date of stay: March 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort
Responded 29 Apr 2020
Hi 389florka ( TheTravel Junkie ), Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. We look forward to welcoming you and your family back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort webrelations.caracol@sandos.com
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
There are some helpful things that I wish I had known before traveling here. The sand is wonderful but the swimming is extremely difficult due to lots of rocks. The food was the largest disappointment by far, the selection was not great, especially if you have specific dietary needs. A must know is that you can't get turkey anything, I do not eat pork and that is all you have available to you in omelets, bacon, or sandwiches. I though I would be ok for breakfast if I could just get oatmeal but it is only milk with floating oats in it. There is NO wholegrain breads ever or brown rice. You can't get Ginger Ale at all, which I have never had happen while traveling anywhere. The buffet was the worst but the restaurants in the evening were better. There are not straws because it is an Eco resort, which is fine, just be aware so you can bring your own reusable straw. No napkins and no paper towels in bathrooms (again not bad, just be aware). Also, you must have a smart phone when you go to dinner, all menus are a scanned QR code. We do not drink alcohol so I can't speak to that but the virgin drinks like Pina coladas were not very good. We stayed in the Select Club adult only section and the first room had some real issues but they moved us to a better room. The level of cleanliness was not the standard that we are use to but I think they still did a good job and try very hard. There is shampoo and body soap in the shower but bring your own conditioner. There is a small fridge in all the rooms with pop and some beer. The grounds were very well kept and we enjoyed the walking paths. The evening entertainment is not great, mainly because it is just to loud, we had to wear ear plugs and then it was still overly loud. No dancing in the evening if you don't speak Spanish or care for that type of music. There is an upstairs to the Select Club but no music or dance there or on the beach in the evenings. Not much to do in the evenings at all, two pool tables in the sports bar area but no chalk and not great tables, and a few ping pong tables. There a great store on the resort, lots of inventory but of course it is a bit expensive that is because of convince. Sunscreen is $20 a bottle so make sure to bring your own and bring some bug spray. The pools are nice but need to be cleaned more frequently, especially the adult only pool, hard to keep it up with all the trees around it. The heated pool and hot tub was only heated for the first 3 days we were there and was not on the rest of the time we were there. We did not use the spa or take the sales pitch tour of the resort, we knew we did not want to buy in to the program. The staff really try to help and are very kind and the setting is beautiful. There is a lot of true potential for this resort with all the areas that are available but it would help if they had more music and variety of music for everyone and hopefully it will get better as they recover more from COVID, the food really was our main concern though and it was for almost everyone we spoke with. The orange juice was Sunny Delight with pulp in it and they do not know what a smoothie or a shake is. Hope some of this helps you plan your trip.
Read more
Date of stay: March 2021
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Warren B, General Manager at Sandos Caracol Eco Resort
Responded 11 Apr 2021
Thanks Kristy for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. We look forward to welcoming you back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We were a large group all arriving on different days There were several issues on checking in , including a couple being given keys to a room only to find a female asleep in the bed! Another couple had no room despite a confirmed booking. We were in the adults only area -our room on the top floor was lovely and light , those on the ground dark and requiring lights on at all times Most requests took 2 or 3 phone calls to resolve issues, even simple things like collecting laundry. Service generally was slow part from in the restaurants where they worked extremely hard Plenty of choice of restaurants. However in the buffet areas there needs to be a far more rigorous approach to hand hygiene. Most of our party ended up with some form of stomach upset which may well have been avoided if hand gel was used by everyone on entering restaurants and staff were on hand to ensure food was picked up using utensils. The adult pool was bliss.
Read more
Date of stay: January 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Sandos_Playacar, Web Relations Mgr at Sandos Caracol Eco Resort
Responded 7 Feb 2020
Hi Sheila, Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. Rest assured that we will be investigating your Check In experience and observations of the Laguna International Buffet. We look forward to welcoming you and your family back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Post Covid family vacation for 5 adults and 5 children was mediocre
Positives: 5 Grandsons (ages 3 years to 10 years) enjoyed the waterslides, pool and beach. They favoured sea shell hunting and pool snorkelling. Toys may be purchased at on location shop at triple the price. Adults enjoyed availability of beach lawn chairs and the near perfect weather throughout our stay. Breakfast buffet was good and offered good selection of choices for each family members liking (3 yrs to 63 yrs).
Negatives our family experienced; Check in was extremely slow and inefficient. Wait time in line ups excess of 1 hour to reach check in clerk.
Food/Snack consumed following check in, caused 4 family members to get grossly sick throughout the night and lasted up to 4 days. We believe it was and contribute this to the Hamburgers they ate (3 boys and 1 adult). House keeping is not possible after 10:30PM as it is closed. Front desk being short staffed already…. No service.
Besides getting sick over the bedding, we experienced shortages of pillows and quilts upon arrival to all 3 of the “Royal Elite 1 Bedroom, 1 King with Sofa Bed” Rooms we had booked for our stay.
Faulty appliances that did not get properly repaired or not repaired during our 8 nights stay; Malfunctioning air conditioner, that also caused water to leak onto dresser and down the wall onto ceramic tile floors, making it dangerously slippery. Malfunctioning mini fridge/bar that never did get inspected or repaired. Leaving Warm beer and/or pop to consume. Mini bar not stocked each day as outlined.
Shower drain 100% plugged causing water to run into bedroom. Did not get repaired. Fortunately we had second shower in room + traveling with extended family allowed showers in their rooms.
Wristband / bracelet fobs stopped working on door lock due to dead batteries in lock sensor, leaving us locked out = very inconvenient.
And finally had to request service to unlock our safe box due to further wristband fob errors twice during our stay.
Long line ups for restaurants and/or zero availability. Some people mentioned they’d line up 30 minutes prior to restaurant opening time, to get tables. We waited in excess of 90 minutes 2nd evening to eat in a restaurant, but opted to leave before dessert due to poor minimal service. 5 children sat for 30 minutes at table before they received water. Went to International Buffet remaining 7 nights, but unhappy with dinner quality.
We do Not recommend this resort
Read more
Review collected in partnership with this hotel
Date of stay: March 2022
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
₹19,450 - ₹27,490 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
caracol beach, sandos caracol eco hotel, sandos caracol beach resort spa, sandos select club, sandos caracol mexico, hotel sandos caracol eco, caracol village hotel playa del carmen, sandos caracol beach & spa mayan riviera, sandos caracol resort, sandos caracol riviera maya, sandos caracol playa del carmen
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
956
Prices are provided by our partners, and reflect average nightly room rates, including taxes and fees that are fixed, known to our partners, and due at time of booking. Please see our partners for more details.
Is This Your Tripadvisor Listing?
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
