Sandos Caracol Eco Resort

I went to this resort for the first time with a large group (5 kids under 6). The waterpark and slides were absolutely amazing! However, there were lots of animals (stealing kids food and hovering around garbages- they weren't afraid of humans and would plan to sneak up and grab snacks whenever there was an opportunity). It was easy to navigate around the resort, it was well lit and felt safe. However, most places did not open on time and it was impossible to book the a la carte restaurants. The staff was very friendly, however, they were often under staffed- usually just one person at the bar. The buffets were decent but the same food was served each night. [Details]

We had a good stay overall but we won't repeat it. Pros; nice natural jungle atmosphere with animals around . Nice beach and some activities available. Clean room with OK mattress.
Cons: too expensive, poor quality food , line ups everywhere, so you need to line up every time you want to eat. Restaurants of significance are off limit , dine you need to spend half your day in a line up to book one… [Details]

The resort itself was very beautiful, love the combination of jungle feel and beach views.

The downside of the resort was the miscommunication on booking reservations and the long lines for everything - food, drinks, al a cartes. One morning I had to wait 1.5 hours to book into the al a carts. You also have to book at midnight any other reservations.

The staff was very friendly but you could definitely tell they were understaffed.

I wasn't impressed with the buffet food - what Mexican restaurant doesn't have guacamole!? [Details]

If food and service are important check boxes for your vacation, DO NOT GO to Sandos Caracol. I've been to over 20 resorts and this is the worst resort for service and food I have ever experienced. There is no chair service for drinks or food so prepare to spend a lot of time in line ups the entire trip. The staff are not very accommodating and in some cases down right unfriendly. For the cost of this trip there are much better options available for you. [Details]

buffet food is disgusting. need to be up at midnight to book a la carte restaurant if not shows complete by 1am on their application.
long line up for bars.
not a lot of variety for alcohol (always run out of something)
they don't refill fridge in the room and don't leave clean shower towels.
was a waste of money and time [Details]

Overall the trip was awesome, I would highly recommend for families with kids under 15 or animal lovers. Our kids were 6 and 9 and had a blast walking by monkeys and Coati's on the paths around the resort. The staff were very helpful and great with the kids, we chartered a boat from the beach of the resort to go snorkeling and fishing and the captain helped both kids bring in a tuna plus when we went snorkelling they were so patient with our kids constantly messing up there masks. I would highly recommend the Cenote tour and going through the caverns. We didn't even get a chance for the kids to go to the kids club because we were having so much fun. [Details]

Great location and amenities for a family but I would not recommend if you are expecting american food quality standards. Our room was fairly up to date and reasonably clean except the shower constantly over filled. Because of the type of bathroom we had it would completely flood so you couldn't go to washroom without getting your clothes wet. It took a few requests to fix the issue, my recommendation is if there's an issue with your room complain right away and follow up as they don't seem to care or they forget.There is an overwhelming bad smell of suwer at times not sure if that is normal for the area as it's our first visit. One night we had to air out our room for an hour as it was so strong, I grew up on a farm so when I say bad... Other than that facilities are fairly clean pools are nice, beach is natural. Maybe we just had bad luck with the room, but the food at the buffet is substandard. [Details]

Hotel room was good, area was clean, food was overall good except some restaurants where we didn't go again. A la carte was difficult to book, but with multiple tries, we were able to take dinner at all a la carte restaurants. El Templo, Los Lirios were the best experience out of all. Staff was very pleasant and always had smile on their face. [Details]

From the moment we arrived to the day we left (left 2 days early), we had nothing but headaches with this resort. Thanks to our amazing travel agent Ashley for getting us out of there.
We didn't have 3 meals bc the resort literally ran out of food at the lunch and breakfast service, the app never worked, mold in rooms, no towels, ac leaking and or not working, no one would answer the phones for 3 days, front desk and concierge couldn't even help and there was no actual west jet rep on site to assist. Booked dinner reso and then they said we didn't have one so that was a meal we didn't get at all and went to get chips at the store. I could write a lot more but it's not worth it. So happy we left. Resort however is refusing to give any sort of refund. [Details]

Overall the experience was sub par. The food other than a couple al la Cartes was inedible. Always cold. The drink were always watered down, the servers tried but very understaffed.
Some are very rude and won't serve you until you tip a large amount. I tipped everytime I ate and got a drink. Still hit and miss service. Currently there is rolling blackouts where Ac doesent work and internet goes down. If your from Canada be prepared to be overheated.

Food was always cold at the buffet. Left out for hours to rot at unsafe food handling temperatures.

There is not a clock or picture to be found anywhere on the resort or rooms. [Details]

I am writing this review on behalf of my clients. This is what they had to say about this resort: To be honest, the resort was a bit disappointing. The service was lack lustre - we didnt get an intro to the resort at all when we arrived and had one of my friends not been to the resort before we would have missed out on alot.
The restaurants you had to make reservations to were INCREDIBLE - so good! but the service in the buffet restaurants was terrible - no one gave us coffee or water when we arrived, they werent very friendly, food was NOT very good and it was super noisy and overcrowded and disorganized - this was the main buffet and the lunch/beach buffet.
I would definitely not call this a 4.5-5 star resort.
The rooms were relatively clean which was nice.
The pools were pretty small.
and the whole resort was really spread out and not very userfriendly. [Details]

Incredible experience with the natural beauty, great food and excellent staff [Details]

We had a great time as a family at the Sandos Caracol Eco resort! It's a massive resort with many activities to do, and things to see/experience. Be prepared to walk a lot, and don't forget your water shoes or bug spray. [Details]

High priced resort and not worth the money. Terrible food that's served cold when it should be hot or at least warm, like tacos. Pizza was soggy and Spongy. Pasta was hard. Pancakes were cold. Waterslides are not as pictured. Can't book any Al A Carte meals due to people booking the times up solid but then they don't show up so the restaurants aren't even half full. The family pool is very small so it's packed full at all times and you can't get towels or a chair unless you go to the pool at 6-7am. Spoke to the front desk and concierge, they were rude and unwilling to assist with issues brought forward. Beer served with ice, warm water in your room. Can't pay money for things offered on resort like henna for the kids. It gets charged to your room and you pay a huge bill before you leave. The gym costs $24 every time you want to go to it. The only Good dinner you can book if you're lucky is Pure Nights, that costs not included, and it costs almost $300 for a family of 4! Do not bother booking this resort, save your money and find another place to spend time. This was the worst family Vacation ever and it was the most expensive one. I wouldn't recommend this place to anyone but “recommended for” is mandatory so I put shopping. 10/10 DO NOT RECOMMEND [Details]

Hotel rooms were very clean and excellent room service [Details]

The stay was ok, definitely won't be going back here. The rooms were clean and tidy and staff was very pleasant. The resort seemed to be very understaffed. Kids loved the water slides and small water park, but watch for the animals, they will jump right up on your chair and take your food. [Details]

The hotel grounds are beautiful. Well kept. Staff was friendly and helpful. Food was subpar. Nightlife mediocre. Definitely a family resort. Mexican night was fun. [Details]

Really good for a family with young kids [Details]

Overall a great experience, would definitely go back. Very family friendly. [Details]

Our overall experience was favourable. The kids enjoyed the water park. The food in the Al a cart restaurants were good although the Mexican restaurant was not our favourite. The first few days there was a lot of seaweed, fortunately it cleared up for the rest of our stay. Getting into the ocean was rocky and once the seaweed cleared we could better see a path to carefully venture into the ocean with water shoes. Once in the water was great. [Details]

Le site est beau, beaucoup de choses à voir et d'activités sur le site . Beaucoup de nature, d'animaux (coatis singes araignées, pan), mini ferme, baignade dans la cenote et la riviera, la piste cyclable et sentier de ruines maya. On a fait des activités variées même sans avoir à acheter d'excursion. Il y a des piscines tranquilles et d'autres avec animation selon les goûts. Les glissades d'eau sont vraiment géniales et il y en a pour tous les âges, même pour les adultes et elles sont vaiment le fun! Les restaus et buffet sont ok. Je conseille le Mexicain. Seule déception, la plage vraiment erodée, énormément d'algues et des grosses roches dans l'eau donc peu invitant à se baigner. Mais le reste compense et on a beaucoup aimé l'endroit. [Details]

My wife and I were pretty disappointed on our first day. We had waited in line for our check-in for more than an hour only to discover that our bracelets would not open our room doors. At the lobby, we were told that we had to wait in line again. Thankfully, two employees, Esmeralda at the concierge service and Eduardo at the front desk, were very helpful in speeding up this process. The pools and the waterpark are beautiful, but the beach is a mess, with smelly algae everywhere. The food was hit and miss. In all, it was a nice experience. [Details]

The hotel staff work very hard, however the resort was short staffed. Service was very slow, often waiting for drinks and sometimes never got them. Our Son is dairy and gluten free and the resort could not guarantee this, he ended up being on medication the entire trip. We also requested a room/bed upgrade and it never happened. The manager called our room the last day we were there to try to make things right and told us he would put a bottle of tequila in our room... that also never happened. [Details]

The resort in general is great. So much free activities that u don't really need to go out for excursions and entertainments. The Resort has everything: nature activities, educational free tours, 6 beautiful cenotes, Mayan historical sites, snorkeling, water park, beach, kayak, romantic boat, all kinds of sports, fantastic unlimited ala carte restaurants, you name it they have everything. We enjoyed all they have to offer. Great vacation for all members of the family, young or old folks. [Details]

We recently returned from a lovely 7 day stay in the Eco Family section in a superior room. We had a king bed and bunk bed, in a recently renovated room. We are 2 parents and 2 kids (9 and 12). The kids loved the animals all over the resort including coatis, deer, monkeys, 2 donkeys, bunnies, etc. We enjoyed the various pools and the waterpark. We barely left the resort because there was so much to do - swim in the cenote, Jade river tour, etc. The beach is rocky, we just wore water shoes. The wifi was spotty in different areas of the resort. I didn't enjoy hearing the DJ music loudly playing from far away. [Details]

The resort is such a beautiful place. You can see many workers working around the grounds to keep it looking clean and well kept. the only downsides were that the room smelled like mold and there was some mold in out bathroom but if we left the bathroom door closed the room didnt smell as bad. the food was amazing in the restaurants however the buffet was not the greatest. [Details]

Myself, my husband and my parents stayed at this resort. Lots of eco tours that are included with your stay. The bellboys were very helpful with getting us to the restaurant that is furthest away from the main lobby (my Dad has mobility issues) by taking us on the golf cart.
We stayed in the adults only section. [Details]

We had a terrific time at Sandos Caracol Eco Resort! We stayed for 7 days but felt that we were not ready to leave and would do 10 days next time. Lots to do on the resort but everything is still very walk able. We visited Sandos Playacar as well for the day, beautiful beach bu the resort was huge and seemed that there would be a awful lot more walking than Carocol. We also loved the amount of jungle on the Carocol property. It provided for a secluded feeling and also provided reprieve from the sun when needed.
The facilities were all very clean and the kids club was top notch!! We loved all the wildlife as well. The monkeys and peacocks were favourites for sure.
My only recommendation would be to consider carefully where you put the designated smoking areas. While the people who smoked were very consider for the most part to smoke in the designated areas, the one located by the main pool near the kids section was located beach side and the breeze off the water placed the smoke directly across the kids pool.
Other than that we loved our vacation. [Details]

We all enjoyed the wildlife and vegetation on the property. There were lots of activities for the kids. The waterpark was fun for the kids.

The rooms were clean and staff were friendly and helpful. [Details]

Got upgraded to a nice room. The pool was under construction even after I emailed the hotel before my trip and they said no construction. Our daughter loved the water slides. We did a snorkel trip from the dive shop and it was really windy. My daughters snorkel was broken and the boat left no where to been seen. It was very scary to say the least. I filed a complaint but never receive anything compensation. The bartenders were great and very friendly. Kids club was fun. The romantic boat ride was nice. It was a really cool resort with lots to do. [Details]