Lake

Reviews of Sandos Caracol Eco Resort - All Inclusive

4 out of 5
Sandos Caracol Eco Resort - All Inclusive
Carretera Cancún Chetumal Km. 295, Playa del Carmen, QROO

Reviews

6.8
Rating 10 - Excellent. 390 out of 1492 reviews" "
Rating 8 - Good. 382 out of 1492 reviews" "
Rating 6 - Okay. 297 out of 1492 reviews" "
Rating 4 - Poor. 204 out of 1492 reviews" "
Rating 2 - Terrible. 219 out of 1492 reviews" "

7.8/10

Cleanliness

7.2/10

Staff & service

7.2/10

Amenities

7.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

8/10 Good

Riley

Travelled with family
Liked: Amenities
The property was fun for kids. The waterpark is huge and then there are two other pools to use on the property. There is lots of wildlife at the resort which the kids loved. However the food is average, maybe below average. It is very difficult to get in Al La Carte restaurants. Booking with Expedia helped us get into the four we wanted because we were able to message an employee at the resort to get our bookings. The beach is pretty much non swimmable. It is rocky and you can’t walk down along the coast for long. Room service took ages to arrive when you order it. We enjoyed our stay but would go elsewhere next time.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

10/10 Excellent

Kristy Diana

Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful resort, food options could be better. So much to do.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
Thank you for taking the time to give your experience, we will follow up on your comments, since our priority is the satisfaction of our customers. We hope to welcome you in the near future.

6/10 Okay

Devin

Liked: Staff & service
Disliked: Cleanliness
Stayed 8 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente

4/10 Poor

Kyoung Min

Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
We appreciate you choosing our resort for your holidays .We would have liked to know your comments through this important mediumWe hope to have the opportunity to change your perception in the future as we believe you will enjoy our new services.

10/10 Excellent

Tenzin

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 26 Mar 2024
Muchas gracias por darnos la oportunidad de darle la bienvenida en nuestro pequeño paraíso.Esperaremos ansiosos su regreso!!!

4/10 Poor

Wade, Fort St John

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Sandos Caracol on 25 Mar 2024
We apologize for the first impression you may have had at our hotel, our priority is to provide excellent customer service throughout your stay. We would have liked to know your observations through this important medium.

6/10 Okay

Sean

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Restaurant Reservation system for a la carte dining was terrible. Having to wake up at midnight to try and book a reservation for the next day was not appreciated. Only got to visit two out of four restaurants in one week with trying every day for a reservation. Food itself was poor to average in quality and a lot of people complained about getting sick.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 25 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

2/10 Terrible

Christine

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed here March 17-20 2024 kids got hand foot and mouth disease. Place smelled nasty like poop and foul stale water . Your constantly waiting everywhere for food lack of places to grab a drink call for room service never answer. Nowhere at all to eat for a few hours in the day . Some places closed on a Monday . Like really this is a resort checking in was an absolute nightmare took at least an hour to get checked in . That was with the reception not waiting in line .
Stayed 3 nights in Mar 2024
Response from Sandos Caracol on 23 Mar 2024
On behalf of the entire team that makes up our hotel, we would like to extend a warm greeting and thank you for your sincere words regarding our services and your recent visit to our hotel. We are truly sorry to read that we did not meet your expectations, as part of a unique family we always strive to see our strengths and work as a team to improve on our weaknesses, please accept our apologies if at any time we did not make you feel as you expected.We appreciate your trust and you can rest assured that we will do our best to improve every day even more. Do not hesitate to contact us to provide you with the best possible service for your future stay.

8/10 Good

Robbi-Lee

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Its was good, food could have been better. Hard to book Ala cart
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 23 Mar 2024
On behalf of our team we thank you for taking the time to gather the details of your vacation experience at Sandos Caracol.All your comments have been forwarded to the General Management of the resort as guest satisfaction is our priority and rest assur

2/10 Terrible

Anita

Disliked: Cleanliness, staff & service, property conditions & facilities
We were a party of 13, the app only takes 6 people each reservation, the concierge Couldn’t help use. Unless we dropped 100$$ us. You have to stay up till midnight to book a table….when they are released for the next day.
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 22 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

6/10 Okay

Matthew Ryan

Travelled with family and small children
Liked: Cleanliness, amenities
Disliked: Staff & service
The resort is actually quite fun with a lot of great stuff. But the restaurant situation is inexcusable. They advertise a lot of great restaurants, but in reality its near impossible to get in any of them other than the standard buffets. Food at an all inclusive is important.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 22 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

4/10 Poor

Jennifer

Liked: Cleanliness, staff & service
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 22 Mar 2024
Agradecemos por habernos elegido y nos hubiera gustado conocer sus observaciones a través de este importante medio. ¡Saludos cordiales!

10/10 Excellent

Drew

Liked: Cleanliness, staff & service, property conditions & facilities
Our stay was amazing. Property, staff, food, everything was wonderful. The al a carte restraunts require reservations through an app or concierge so if you are traveling with a party bigger than two, prepare for that. The buffets were also delicious!! Would definitely go back!
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 18 Mar 2024
We want to express our sincere gratitude for the incredible stay you had at the property. We are pleased to hear that the staff was exceptional, the food was delicious, and the overall experience was wonderful. Noa is happy to know that the attention and efficiency in making reservations at the a la carte restaurants were to her liking, as well as the buffets exceeded her expectations.

8/10 Good

Travis

Travelled with family, Travelled with family and small children
Liked: Cleanliness, property conditions & facilities
Great smaller buildings amongst jungle and we saw lots of animals. There was a lot of waiting in line for food things to sign up or for the main buffet and things were not laid out well in the buffet and it would get jammed up (ice cream should be in it own area as people would line up and block other food). Maybe we went at a busy time but the app to get the restaurabts would not work and only a booking for 1 peraon would go through and we waited until midnight to sign up so we could actually get in. Overall the kids enjoyed it and lots of wildlife sightings.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 18 Mar 2024
On behalf of our team we thank you for sharing your experience at our hotel. Your opinion is very motivating for our team. All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

6/10 Okay

Marcos

Travelled with family, Travelled with family and small children
Liked: Property conditions & facilities
The good: It’s a wonderful place, good amenities, good facilities and overall speaking staff is very friendly. The downside: the beach has rocks, so hard to enjoy the water and most important, if you go to this hotel, you must be patient with lines… 10 to 15 minutos in line to have breakfast or dinner and some restaurants (Asian and Brazilian) will require you to stay over an hour in a line to get a chance to book it :-). I really don’t understand what’s preventing the hotel management to build new restaurant to better serve customers (avoiding lines).
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 18 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

8/10 Good

Brandy

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful and tons of wildlife. We had a monkey jump on the balcony one day. Food wasn’t great but the resort was awesome!!we traveled with kids and they loved it too.
Stayed 5 nights in Mar 2024
Response from Sandos Caracol on 18 Mar 2024
Thank you for sharing your experience and knowing that I enjoy the wildlife that makes this hotel unique, all your observations have been sent to the General Management of the complex as guest satisfaction is our priority and we will be sure to constantly strive to excellence in our services.

6/10 Okay

Krista

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We absolutely loved the gorgeous property, lush surroundings and many animals wandering around. Our room was spacious, clean and cool. The food was the main drawback - long lines at buffets, lack of ability to actually BOOK at the a la carte restaurants, and what food was available was bland and not good. We loved our stay but won't return because the dining experience was not good.
Stayed 8 nights in Mar 2024
Response from Sandos Caracol on 14 Mar 2024
Thank you very much for choosing Sandos Caracol as your vacation spot and for taking the time to write your impressions about our service we offer.The comments and suggestions we receive from our clients are very important to maintain the quality and service that you deserve.Regarding the incidents, let me inform you that we have passed your comments to the corresponding area to reinforce and follow up.

4/10 Poor

Paola

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were there for a wedding which was done perfectly. We stayed for 3 nights and all I could say is that they absolutely must do something about their dining reservations. If you don't stay as a Diamond Select member, you will only eat at a buffet even though you paid over $500 a night. The facilities are nice and the staff are pleasant (most), but the way they do check in - long lines and the limited dining availability are a very big downer. Guests waited in line since 7am at the Activities and Food Reservations table Sunday morning, without being told until 9:11am that they were closed for reservations and to come back the next day. If you are staying for 3 nights and u check in on Saturday, you already lost that Saturday morning window to reserve, and Sunday is closed, so you are left with Monday only to "maybe" get a reservation for that night? Other people in the line were complaining to the lady who informed us there was NO reservations available. Some guests said they had been doing the lines and were told the same story every single morning. Its ridiculous and something that needs to be raised up as a big problem with this "all-inclusive" resort. Mgr mentioned that sometimes there are cancellations and to come back around 11-12 again to see if there was an opening. Their "app" for the other restaurant rsvps was another joke. They tell u it opens at midnight and when you try to reserve it at midnight it says no availability. Highly Disappointed.
Stayed 3 nights in Mar 2024
Response from Sandos Caracol on 14 Mar 2024
Thank you very much for choosing Sandos Caracol as your vacation spot and for taking the time to write your impressions about our service we offer.The comments and suggestions we receive from our clients are very important to maintain the quality and service that you deserve.Regarding the incidents, let me inform you that we have passed your comments to the corresponding area to reinforce and follow up.

6/10 Okay

Tyler John Robert

Travelled with family
The jungle part of it is awsome, the restaurant reservations was absolutely horrible. Food not very good.
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 14 Mar 2024
All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

4/10 Poor

Holly

Travelled with family
Liked: Cleanliness
The jungle around the property is beautiful. It was a treat to see all the animals around the resort everyday. The walking paths are also lovely. Fire show is worth watching. However, the reviews about the food are true. The food is beyond bad. Not only that, there is always a 30 minute line to get into the buffet. Additionally, there are not enough plates, cups, mugs or cutlery for everyone. So you may get into the restaurant but you will then have to wait for a plate, bowl or cutlery. Kitchen and servers are understaffed and not able to keep up. Sometimes we would finish eating before they would ask for our drink order. Items like ice cream, French fries or pancakes (kid favorites) are an additional 20 to 30 minute wait once you’re inside. If you are on your way to this resort, here are my tips. 1) Boiled eggs and bacon were often available with no wait. 2) Head to the sister resort (Playacar) often. Food is great and overall just a better resort. Beach is unreal. 3) Go into town for dinners and walks on 5th Ave. super fun and good food. 4) room service. Items were limited, but came pretty quick. 5) be prepared to stand in line for everything. And budget extra time for this. 6) pack peanut butter or other food items Other items: -pools are really gross and cloudy. Clearly not treated appropriately. (Go to Playacar for the day) -you can skip the Jade river tour guilt free -beach swimming is not really an option. But you can wade with water shoes
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 14 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

8/10 Good

Hector

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
La naturaleza
Stayed 8 nights in Mar 2024
Response from Sandos Caracol on 14 Mar 2024
Primero que nada queremos agradecerle por tomarse el tiempo de expresar su experiencia y punto de vista acerca de su reciente estancia con nosotros.

2/10 Terrible

Lauren

Travelled with family, Travelled with partner, Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I would never return to the property. We were unable to eat. We were unable to drink as the drinks were watered down at one point they ran out of avocados at another point they ran out of ice. Our mini fridge was not refilled for three days after calling on the third day in a row, it was finally refilled cockroaches flew out of our friends, hot tub. There was blood on the curtain in my room, which I asked to be changed twice and it was never changed. When taking a shower after three minutes of being in the shower, there was a sewer smell coming from the drain. The only way that I can describe the staff is completely unhelpful and rude. My husband lost 18 pounds on this vacation. I will never return to this property and I would never suggest this to anyone.
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 12 Mar 2024
We regret many of the inconveniences we have, all comments are of great importance, we need to reform and improve different areas. Please follow the instructions so that this is not possible.

8/10 Good

Nadine

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
We had an overall great vacation! The resort was quite lovely - besides it being huge, it was surrounded by nature and wildlife made it very beautiful. The rooms were big and clean, the staff were all very kind and the food was pretty good! Downsides- the beach was eroded so it’s difficult to get in and out, or even be in the water due to all of the rocks. The system to make reservations at the restaurants was quite complicated - either you stand in line and wait to make reservations for 2 of the restaurants or you have to book the other 3 as of midnight via online app- I was luckily awake at midnight one night and got us a reservation at one however gave up trying because there was never any space in the am and I didn’t want to have to set an alarm for 12am in order to book us a table. Honestly there was always something at the main buffet that appealed to all of us so in the end we were ok with that. Then, unknowingly on our first day after arrival we had to participate in this presentation where the resort tried to sell us a package to be an elite member. From our understanding it was mandatory, we were told it would take 90 mins, it ended up taking 3 hours, and we were not at all interested. This part I would have preferred being given the option. Lastly the transportation was not included in our Expedia package and we had to pay an extra fee to and from the hotel. Good thing I realized before leaving the country and booked ahead of time!
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 12 Mar 2024
We appreciate the time we dedicated to giving your experience and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

10/10 Excellent

Kelly

Stayed 5 nights in Feb 2024
Response from Sandos Caracol on 26 Mar 2024
Agradecemos por habernos elegido y nos hubiera gustado conocer sus observaciones a través de este importante medio. ¡Saludos cordiales!

8/10 Good

Chantel Kapri

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Great place for families except booking reservations was impossible we ate at the buffet for every meal except one. But lots of wild life. Pools were great rooms were nice and overall a great stay
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 5 Mar 2024
We appreciate the time we took to give you your experience and we know we met your expectations. Thank you for your choice at Sandos Caracol.

10/10 Excellent

Patricia Frances

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The restaurant reservation service is sadly deficient. More availability would be a big improvement. Accessing the app, and lining up (long lines) for reservations is unreasonable. Also, advising guests on how to do this would be helpful. The A La Carte restaurants are great but seem quite disorganised.
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 4 Mar 2024
We appreciate your comments, as they help us reinforce and improve different areas.

8/10 Good

Monica

Travelled with family
Liked: Cleanliness, staff & service, amenities
The beach is not swimmable and the dinning was dissapointing. Buffet menu is ok, long lines and wait times. The reservation system for ala carte is ridiculous, hard to get a reservation through the "app" at midnight or stand in long line by sports bar. The grounds are beautiful and we enjoyed the animals and water park the most.
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 4 Mar 2024
Thank you for sharing your experience and giving your comments, as they help us improve different areas and provide a better service.

10/10 Excellent

Alexandra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from Sandos Caracol on 5 Mar 2024
Agradecemos el tiempo que dedico a dar su puntuación y saber que cumplimos con sus espectativas. Gracias por su elección en Sandos Caracol.

10/10 Excellent

Elke

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food was ok but not great. I didn’t stave during the week but options were limited. Otherwise a very nice trip.
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 4 Mar 2024
Thank you for sharing your experience and knowing that I enjoyed this wonderful hotel.

6/10 Okay

Thomas

Travelled with family, Travelled with family and small children
Liked: Property conditions & facilities
Beautiful property but the food and booking a La carte was awful
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 1 Mar 2024
We appreciate you sharing your experience and we will reinforce the areas to provide a better service.

8/10 Good

Ilya

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Sandos Caracol on 2 Mar 2024
Agradecemos el tiempo que dedico a dar su experiencia y saber que cumplimos con sus espectativas. Gracias por su elección en Sandos Caracol.

2/10 Terrible

Ngoc Giau

Travelled with family and small children
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
Reservation for restaurants is terrible. We have to stay awake at midnight to book the restaurants, but they are fully booking in 5 mins. Specifically Brazilian and Japanese restaurants, it already full book before we arrived because they let people booking in advance. That is not right for people coming after. We have to eat the same food and same restaurant for 5 days. It is ridiculous. I talked to the manager, but the manager can’t solve the problem. It’s not worthy for us to pay money to stay here. A lots of people are frustrated when they get in the resort.
Stayed 4 nights in Feb 2024
Response from Sandos Caracol on 29 Feb 2024
We appreciate the time you had to start your experience, we are working to improve the application and make it useful for you, no restaurant can be reserved in advance. All comments are of utmost importance to us as they help us improve different areas.

6/10 Okay

brady Andrew

Travelled with family
Disliked: Cleanliness, staff & service
Food was terrible and was unable to get in to the pre booking restaurants
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 29 Feb 2024
Thank you for sharing your experience, we will follow up to improve the application and make it useful for you.

2/10 Terrible

Zeinab

Liked: Cleanliness
Disliked: Staff & service, amenities
The food was bad and stuff too
Stayed 6 nights in Feb 2024
Response from Sandos Caracol on 26 Feb 2024
We will follow up with the corresponding area to reinforce and improve the service.

10/10 Excellent

Steven

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The amazing wildlife, setting is beautiful. Food mediocre at buffet. But wildlife and activities make up for this.
Stayed 8 nights in Feb 2024
Response from Sandos Caracol on 26 Feb 2024
We are working to improve and strengthen the food. Thanks for sharing your experience.

2/10 Terrible

Carol

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 9 nights in Feb 2024
Response from Sandos Caracol on 23 Feb 2024
lamentamos no haber cumplido con sus espectativas, se esta trabajando para mejorar diferentes áreas y poder brindar un mejor servicio.

6/10 Okay

JUANITA

Travelled with family
Liked: Cleanliness, property conditions & facilities
We did not get the individual check in that was to be with our upgrade. The safe did not work, had to ask for items that were supposed to be included. Small room. Location of room to the adults only was at other corner of each other. Pool closest to our room was either the biggest general population or members only and your not allowed to use.
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
We appreciate your comments and we will follow up to reinforce different areas and be able to provide a better service.

4/10 Poor

Sara

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service
Check in took a long time. Two of the restaurants had to be booked at a separate location and even when getting in line before open took 2 hours to get through. The other restaurants required waking up at 12am to book (I am not exaggerating; you had to book same day and everything was booked by 1am regularly.) Other activities required waiting in another line. Main area of aqua park was closed for a day and a half and the only other pool area for a 2yo to play in was rammed. We tried the beach, but it is super small/rocky. The front desk could not or would not provide smaller bills for USD any day of the week. There was no information provided regarding included activities, ie. Romantic Jade River Tour. Mini fridge had limited selection (beer/pop) unless additional tips provided. There was no food available at all during certain times of the afternoon. Most of the staff was very friendly. Most of the resort was clean. The animals and natural surroundings were stunning. The waterslides were fun. There was a lot to do for older kids if someone could stand in line to sign up for them. We appreciated the eco conscience effort.
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
We appreciate the time you spend giving your comments, rest assured we will follow up on each one of them, as they help us strengthen and improve different areas.

2/10 Terrible

Rafael

Travelled with family and small children
Disliked: Staff & service, amenities
Beautiful grounds but the worst food I have ever had! I was forced to leave the all inclusive resort everyday to eat a decent meal.
Stayed 5 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
We are very sorry for the situation and we will follow up with the area involved to reinforce and be able to provide a better service.

4/10 Poor

Emma

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
The wildlife was interesting and unique but did not make up for lack of dining options, quality service, and room cleanliness. Honestly, I could have ignored most issues if the food options were better. You have a choice of 3 buffets with flavorless food that isn’t cooked well or maybe have a chance to make a reservation at a restaurant between 12am and 12:05am. And room service is an absolute joke if you even receive your order or if they answer the phone.
Stayed 4 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
We appreciate the time you spend giving your comments, we will follow up on each one of them to reinforce and improve the service we offer.

8/10 Good

Jaylene Rose Vachon

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
We appreciate the time we took to give your rating and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

2/10 Terrible

Joanne

Travelled with family, Travelled with partner, Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This is the worst all-inclusive resort we have ever been at. The buffet food was terrible, enough to make some of us very ill. The swim up bar allows children to play in the pool until closing, absolutely unacceptable, no one wants to drink alcohol around kids. My room had no furniture other than a bed, a table with a water machine on it and a mini fridge, no bench in the bathroom like others room had. I brought in the cheap patio furniture so I had a place to sit. My daughters room completely flooded from a leak in the bathroom sink, thank goodness she and her husband were waiting to change to a room with a king bed as their suitcases were on the spare bed AND they never did get a king bed suite! They had to block the shower drain to stop the putrid sewer smell. The whole resort smells bad, the grounds and pools are always dirty. The staff are miserable and have no desire to be helpful. Reservations for restaurants is a hit and miss on their app, I never got one. Every day I tried to be hopeful and make the best of it but spent most days feeling so disappointed. There were a lot of small children, felt like the parents made a wrong turn and had meant to go to Disneyworld. The kids dominated the evening adult activities and most that knew better had no manners in the buffet, touching everything then putting it back, ugh. We went to the sister resort Playacar a few times just to get our money's worth, that place was nice. The Caracol is a 2 star joint... do not recommend!
Stayed 10 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
We appreciate your comments, they are all of the utmost importance and we will follow up on each one of them as they help us strengthen and improve the service we offer.

2/10 Terrible

Justin

Travelled with family
Liked: Cleanliness
Disliked: Amenities
Impossible to make reservations for dinner. Buffet food is terrible. No swimmable beach. Room service takes over an hour and then food shows up cold. Entertainment at night is mediocre. Can’t get a pool chair around the pool and everyone is saving chairs as of very early. You couldn’t pay me to stay at this hotel ever again.
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
Your comments are of utmost importance as they help us improve different areas and thus be able to improve in different areas and provide a better service.

2/10 Terrible

Norma

Travelled with family
The food was terrible, the signage was terrible
Stayed 7 nights in Jan 2024
Response from Sandos Caracol on 22 Feb 2024
Your comments are of utmost importance as they help us improve different areas and thus be able to improve in different areas and provide a better service.

6/10 Okay

Dustin

Travelled with partner
An experience of extremes. Some staff amazing. Other couldn't care. Food at the buffets was.... horrible. The a la carte was much better but not spectacular. Reservations nearly impossible unless you're a theme park goer who knows how to work a system. A hurricane years ago still leaving major scars including the beach - which was better than what most reviews say but there is a derelict bar on the beach that shows just how much is gone. Housekeeping was good when requested, but only when requested. The grounds however are gorgeous! You don't go to this resort for the food. You go for the jungle and the fun shows and the animals everywhere. Don't regret going - the grounds are quite unique and special with the cenotes and natural waterways. But if your focus is on food - then you'll never be happy here.
Stayed 6 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
We appreciate the time you spend giving your comments and we will follow up with each of them with the corresponding areas to be able to reinforce and train the staff and thus be able to provide a better service.

4/10 Poor

Jeanette

Travelled with family and small children
Disliked: Staff & service, amenities
Making reservations for the a la carte restaurants was ridiculous, some you needed to use the resorts app, but the reservation had to be made shortly after midnight for the next day, the others required you to stand in line for hours. The buffet restaurants had no organizational to the layout, creating long slow moving line ups. No staff knew where the Yoga sessions were held, and signing up was difficult. Some staff tried hard to be helpful others just said “no english”. The resort is in a beautiful area and has nice paths for walking, the lack of communication and terrible organizational in each restaurant and the company as a whole makes for a poor vacation.
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 22 Feb 2024
Thank you for sharing your experience and we will follow up on each one of them to reinforce and improve service and be able to grow as a hotel.

6/10 Okay

Hollie

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Don’t waste your money paying for superior select. You get nothing extra. Reservations are always booked so you have to eat the buffet almost every meal. If you have kids, it a good place to go, not for couples. We paid For the supposed adults only area and kids were rampant. Kids were also in the adult only beach. No quiet anywhere. Staff was indifferent and sometimes rude. Resort is understaffed. Will not be returning.
Stayed 6 nights in Jan 2024
Response from Sandos Caracol on 8 Feb 2024
We appreciate your comments as they are all taken seriously and directed to the corresponding areas to strengthen and train staff and be able to provide better service.

6/10 Okay

Ashley

Stayed 6 nights in Jan 2024
Response from Sandos Caracol on 6 Feb 2024
We appreciate the time we took to give your rating and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

6/10 Okay

JUDY

Travelled with partner
Liked: Cleanliness
The property is really nice, the ocean is beautiful and warm and quite outstanding. Water shoes are a must. But get into that ocean ! Lots of monkeys in the trees and other wildlife . They have a small area with donkeys and sheep which I think is unnecessary , as the small amount of animals in there look miserable although they did have staff in there taking care of them each day. The big negative is the reservation system .. they have an app which is not accurate at all. And for the Brazilian and Japanese restaurants, you need to line up for some reason at 9:00 am and it’s a ridiculously long line … like hours long. And then you still can’t get in. So I wouldn’t even bother wasting your holiday time doing that. We went to the Italian restaurant after we couldn’t get the app to do its thing. And they let us in. So just do that … go talk to them at the restaurant around dinner time. It’s really a ridiculous system that needs to be changed. But mostly , the staff and servers around the resort were nice and friendly. We did book our shuttle to and from the airport through Expedia when we booked our trip. Well the shuttle from the Cancun airport didn’t come and get us ! So we had to pay big money to take a cab. The guy was apologetic and gave us info to request a refund. So we’ll see how that goes 🙄. I will be contacting customer service on that matter and hoping for the best.
Stayed 7 nights in Jan 2024
Response from Sandos Caracol on 5 Feb 2024
Work is already underway on the application to improve it and make it a useful tool; it has already been moved to the area corresponding to the topic of transportation for follow-up.

2/10 Terrible

Nelson, Pearland

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Sandos Caracol on 5 Feb 2024
Lamentamos mucho el no haber cumplido con sus espectativas, se esta trabajando para mejorar la aplicación y asi pueda ser útil para su uso y reservas en las actividades y restaurantes.