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Recent guest reviews

TO MANY ANIMALS, NOT QUALITY FOOD, DRINKS, SMELY ROOMS

Teo restaurants were great. Others were okay disappointed the Mexican restaurant was closed. Beach is rock wear swim shoes.

Outdated no air conditioning in resatuarnts made meals not enjoyable.. Not worth the price I paid

Awesome vacation! We will be back..great for kids and lots to do and see right on the resort . Loved it!

I enjoyed all the food and activities. The only issue I have is the fact no one picks up the front desk calls when you need them. Which means if you wanted room service the phone was either busy or no one picked up.

I didn’t like napkins at the buffet (weren’t clean), some servers were not attended, water at the beach should be more clean. I loved the location , a lot of Attraction for kids.

The hotel has some animals and it also has cenotes. The only thing I didnt like was some of the isles to walk were too dark at night and slippery.

Upon arriving at the resort, my family and I were thrilled about all of the activities and events we would be able to participate in. The resort is surrounded by jungle so there are flowers, trees, and wild life everywhere. When we arrived at our room, we were disgusted. The room was dark, small, and the beds were extremely hard and old. You could feel the springs poking through the mattress. Our bathroom was absolutely disgusting. There was mildew and mold between the tiles and the soap tray was rusted over. The ceiling was also crimbling onto the vent. We complained about the room immediately and asked to be changed to another. We were denied the request. The resort refused to switch our room or fix the issues. They actually suggested that we pay an additional $1000 to upgrade our room to a one bedroom. I wasn’t asking for an upgrade, I just wanted a clean room with a comfortable bed. My back is still aching from sleeping on that bed for a week. I would have been more comfortable on the floor. The staff at the hotel is friendly for the most part, but I found the managers to be quite unpleasant. We were also assigned to Ursula, she was our concierge, and she was unhelpful. I was very surprised that she and the managers did not seem to care that we were extremely uncomfortable in the disgusting room they put us in. Besides the room, the beach is full of seaweed. There are mountains of it everywhere. You can’t really swim in the water.

Everyone was super nice. Easy access to all the amenities.

Beautiful resort, well kept and all staff members were friendly and courteous. Room service was poor, line constantly busy and didn't have a menu in the room. Once my call finally went through, learned that the menu was very limited. Not worth it at all. Not a great beach location. Lots of rocks and seaweed. Went to the beach once and was done.

The janitor at my hotel left some soap by the stairs without a sign. I slipped on the water and hurt my knee. No one comes to help me even I screams for help. Then I see the Janitor comes to mop the floor, without helping me to get up. Then they transfer me to the resort clinic. The doctor there said I need to take an X-ray before return to US the next day. But resort said I have to pay it on my own. After a long negotiation and strong refuse, then they agree to pay for my hospital visit. I took the pain killer which causes me to throw up and mess up the whole room. No one from the resort has come forward and asked if they can further help until I return to US. My wife and I doesn't even have time to enjoy the trip or the facility.

Poor internet wifi. Wait time at the restaurants..

Fantastic! We enjoyed everything offered - pools, beach, water park, tennis, biking, nightly shows, and of course the food.

Everything was great except only WiFi in certain areas

Carretera Cancún Chetumal Km. 295 Playa del Carmen QROO

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free parking
  • Onsite dining
  • Spa

Sandos Caracol Eco Resort - All Inclusive places you within a 15-minute drive of popular attractions such as Grand Coral Golf Riviera Maya and Quinta Avenida. This 956-room, 4-star property has 3 outdoor pools along with a full-service spa and a free water park.


Dining

This property is home to 9 onsite restaurants, perfect for a quick bite to eat. Satisfy your hunger from the comfort of your room with 24-hour room service.


Rooms

All 956 air-conditioned rooms feature free minibar items, balconies, and coffee makers. Guests can expect free WiFi and 42-inch plasma TVs with cable channels. Bathrooms have hair dryers and free toiletries. Other standard amenities include ceiling fans, laptop-compatible safes, and phones.


Property features

Sandos Caracol Eco Resort - All Inclusive features a full-service spa, 3 outdoor pools, and a free water park. You can take advantage of free parking, along with an airport shuttle for a fee. The 24-hour front desk has multilingual staff ready to assist with dry cleaning/laundry, luggage storage, and tours or tickets. Other amenities at this all-inclusive property include a nightclub, a children's pool, and a health club.

Room options

Eco Family Penthouse (2 Adults 3 children)

Twin 1 | Sleeps 5

Eco Family Penthouse (3 adults 2 children)

Twin 1 | Sleeps 5

Elite Penthouse, Jetted Tub

King 1 | Full 1 | Sleeps 5

Signature Eco Junior Suite (3 Adults, 2 children)

King 1 | Sleeps 5

Guest reviews for Sandos Caracol Eco Resort - All Inclusive

Everyone (83) Couples (13) Family (31) Friends (2) Other (3)
2
Families

TO MANY ANIMALS, NOT QUALITY FOOD, DRINKS, SMELY ROOMS

By on Oct 16, 2019

3
Partner Couples

Teo restaurants were great. Others were okay disappointed the Mexican restaurant was closed. Beach is rock wear swim shoes.

By on Oct 12, 2019

3
Families

Outdated no air conditioning in resatuarnts made meals not enjoyable.. Not worth the price I paid

By , from chicago on Sep 14, 2019

Review comment responded on Sep 15, 2019

Dear guest, We apologize for the fact that some of our services did not meet your expectations. We set a high standard for ourselves and regret to hear that this was not in the interaction with our business. " Please know that your situation was an exception. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers.

5
Family with small children

Awesome vacation! We will be back..great for kids and lots to do and see right on the resort . Loved it!

By on Sep 13, 2019

Review comment responded on Sep 13, 2019

Dear guest, Thank you for your opinion. We appreciate it. Sandos Caracol Eco Resort & Spa

4
Everyone

By on Sep 1, 2019

Review comment responded on Sep 3, 2019

Estimado invitado, Le agradecemos su opinión de nuestro resort. Sandos Caracol Eco Resort & Spa. ----------

3
Family with small children

I enjoyed all the food and activities. The only issue I have is the fact no one picks up the front desk calls when you need them. Which means if you wanted room service the phone was either busy or no one picked up.

By on Aug 24, 2019

Review comment responded on Aug 24, 2019

Dear guest, We regret that one of your experiences in the resort did not match your expectations. We set a high standard for ourselves and regret to hear that this was not in the interaction with our business. We will take into account your comment. Best regards, Sandos Caracol Eco Resort & Spa.

5
Families

I didn’t like napkins at the buffet (weren’t clean), some servers were not attended, water at the beach should be more clean. I loved the location , a lot of Attraction for kids.

By on Aug 13, 2019

Review comment responded on Aug 13, 2019

Dear guest, we appreciate your perspective in reference of your staying here at our resort please let us know how can we be of assistance? please approach to concierge department or contact me through E-mail. webrelations.caracol@sandos.com

4
Families

The hotel has some animals and it also has cenotes. The only thing I didnt like was some of the isles to walk were too dark at night and slippery.

By on Aug 11, 2019

Review comment responded on Aug 11, 2019

Dear guest, thank you for your opinion. We appreciate it. Sandos Caracol Eco Resort & Spa

3
Family with small children

Upon arriving at the resort, my family and I were thrilled about all of the activities and events we would be able to participate in. The resort is surrounded by jungle so there are flowers, trees, and wild life everywhere. When we arrived at our room, we were disgusted. The room was dark, small, and the beds were extremely hard and old. You could feel the springs poking through the mattress. Our bathroom was absolutely disgusting. There was mildew and mold between the tiles and the soap tray was rusted over. The ceiling was also crimbling onto the vent. We complained about the room immediately and asked to be changed to another. We were denied the request. The resort refused to switch our room or fix the issues. They actually suggested that we pay an additional $1000 to upgrade our room to a one bedroom. I wasn’t asking for an upgrade, I just wanted a clean room with a comfortable bed. My back is still aching from sleeping on that bed for a week. I would have been more comfortable on the floor. The staff at the hotel is friendly for the most part, but I found the managers to be quite unpleasant. We were also assigned to Ursula, she was our concierge, and she was unhelpful. I was very surprised that she and the managers did not seem to care that we were extremely uncomfortable in the disgusting room they put us in. Besides the room, the beach is full of seaweed. There are mountains of it everywhere. You can’t really swim in the water.

By , from NYC on Jul 18, 2019

Review comment responded on Jul 18, 2019

Dear Ryan, We appreciate the time you have taken to write your review regarding your recent stay with us. We regret that your stay was not to your liking and read that we have not met your expectations. Sandos Caracol’s mission is to create unique experiences for our guests, which we achieve by guest service and quality service that we provide constantly to make sure you enjoy your vacations. Once again I would like to thank you for your review, it is valuable for us. Respectfully yours,

5
Everyone

By on Jul 14, 2019

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