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Recent guest reviews

The check-in line took 1 hour and there were only 3 people before us. The phone and tv weren’t working we told this to the concierge but they never fix them. Pool amenities and water park were nice. The beach is full of rocks so you need shoes to get in the water. Food was ok.

The property was very awesome for kids, tons of activities for them to do.the ladies at the kids club were angels and helped in any way they can. Food was good, buffet was excellent. The rooms were put together well and house keeping did an amazing job. The beach was non existent shallow dirty and smelled. The person that checked us in was rude. No info was given about the property and where anything was, food, pool or any activities, he just seemed fed up with people. Phone in my room didn’t work,Luckily Marco from guest services saved the day and helped me out. Taxis very overpriced, no airport shuttle by resort was a third part company that was no help and rude. Nice place overall only worth a 3 day stay.

The property itself is ok. The customer service and food is horrible. If you want a nice resort with delicious food. DO NOT COME HERE!

Don’t stay here!!!! Food is terrible and long waits. The staff are extremely rude. It’s my 5th time in the riviera Maya and this place left such a sour taste in my mouth. The check in is mayhem, prepare to take forever to check in and once I arrived they told me I owed more because my son wasn’t included in the reservation. I gave them the benefit of the doubt and proceeded to pay the difference. As the days went by I started to hear from other families that the same had been done to them. It’s a scam, if they see you go as a family with numerous guests they tell you that they aren’t included and make you pay upon arrival. It’s terrible, they know families are arriving and are desperate to get accommodated after a long flight. They try to make money everywhere. Not the hospitality of other locations. You wait in long lines and they close swim you bars around 5 pm. Then you wait in 30 minute lines for the cheapest alcoholic beverages. We inquired about a taxi to airport, Sonia the taxi receptionist said it would en $950 pesos once we arrived to hotel the taxi driver told us $1250 pesos because traffic made the trip longer. They throw curb balls every chance they get. I was there for a huge wedding (60 guests) and everyone had some type of issue. Everyone said they would never go back. The water is terrible and seaweed that doesn’t get cleaned what looks like for weeks

Do not book a trip there. Super inconvenient. For example stood in line 49 minutes to get crepes for breakfast. Buffet lines to get in over 30 min. Specialty restaurants are terrible quality and long waits. After waiting 50 minutes for the Brazilian steakhouse, they turned many down because they had reached capacity. Water park area doesn’t serve alcoholic beverage for adults (you gotta leave the area and walk 5 minutes). Short staffed. Main pool area with pool bar super super over crowed with pool water dark. The beach is awful. Now what you think of when fountains Cancun area. Dark water, seaweed and full of rocks. Cannot go barefoot. Terrible experience. So many families complaining.

I didn’t like that the fact I couldn’t get a reservation at the hibachi restaurant. There is no was I’m there for 5 days and it’s booked up for all 5 days. It should be first fine first served. This resort needs better food options without additional costs.

Excellent. My daughter loved it!!

Basically we didn’t need to go outside the property as they were so many activities and show for kids and adults such as snorkling , natural wells swimming, water park, , segway, adult section…

Excellent as always! Great place for children and adults! Very family oriented!

The property is not as described. Its not clean, they reuse these thin plastic cups they give to the guests and the cups have a weird smell. There is no bottled water. Our room was missing a phone and the shower was broken. Took 2 days for someone to show up and fix it. When we finally got our phone we realized it was pointless since no one answered the phone. On our last night, we arranged room service with the front desk since we had an early flight in the morning and that didnt come at all. Food in the restaurants was tasteless and a limited amount of options. Very disappointing.

So many things to do, truly a resort to stay at and never leave. If only the food was good. We enjoyed the room service over several of the sine in options.

Massive long queues for everything with pretty sub-par food and noisy.

Carretera Cancún Chetumal Km. 295 Playa del Carmen QROO

Hotel highlights

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

Located 2.6 mi (4.1 km) from Quinta Avenida, Sandos Caracol Eco Resort - All Inclusive is within a 15-minute drive of other popular attractions like Gran Coyote Golf. This 956-room, 4-star aparthotel welcomes business and leisure travelers with 3 outdoor pools, a full-service spa, and a free water park.


Dining

This aparthotel is home to 9 onsite restaurants, perfect for a quick bite to eat. Order from room service to satisfy your hunger without leaving your room.


Rooms

Each apartment is air-conditioned and has an array of amenities, including free minibar items, a balcony, and a coffee maker. Guests can expect to find a plasma TV with satellite channels. The bathroom offers hair dryers and free toiletries. Other standard amenities include a ceiling fan, a laptop-compatible safe, and a phone.


Property features

Sandos Caracol Eco Resort - All Inclusive features a full-service spa, 3 outdoor pools, and a free water park. There's free parking and an airport shuttle for a fee. Multilingual staff at the 24-hour front desk can assist with securing valuables, concierge services, and luggage storage. Other amenities at this all-inclusive aparthotel include a nightclub, a children's pool, and a gym.

Room options

Standard Room

Sleeps 4

Penthouse Select Adults Only

Sleeps 3

Deluxe Select Adults Only

Sleeps 3

Eco Family Superior

Sleeps 4

Guest reviews for Sandos Caracol Eco Resort - All Inclusive

Everyone (31) Couples (6) Family (28)
4
Family with small children

The check-in line took 1 hour and there were only 3 people before us. The phone and tv weren’t working we told this to the concierge but they never fix them. Pool amenities and water park were nice. The beach is full of rocks so you need shoes to get in the water. Food was ok.

By on Oct 9, 2022

Review comment responded on Oct 12, 2022

Dear Vannia,Thank you for taking the time to share your experience. Please accept my apologies for the lack of service, I never like to read such comments nevertheless I appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. All comments have been addressed.Best regards.

4
Family with small children

The property was very awesome for kids, tons of activities for them to do.the ladies at the kids club were angels and helped in any way they can. Food was good, buffet was excellent. The rooms were put together well and house keeping did an amazing job. The beach was non existent shallow dirty and smelled. The person that checked us in was rude. No info was given about the property and where anything was, food, pool or any activities, he just seemed fed up with people. Phone in my room didn’t work,Luckily Marco from guest services saved the day and helped me out. Taxis very overpriced, no airport shuttle by resort was a third part company that was no help and rude. Nice place overall only worth a 3 day stay.

By on Sep 23, 2022

Review comment responded on Oct 1, 2022

Dear Kieron,I would like to thank you for posting this kind review, and sharing the wonderful experience you had during your stay. We are glad to know that our services exceeded your holiday expectations.We thank you for highlighting our attributes as well as your recommendations. We hope to have the honor of serving you in the future. Kindest Wishes.

2
Family Family with small children

The property itself is ok. The customer service and food is horrible. If you want a nice resort with delicious food. DO NOT COME HERE!

By on Aug 19, 2022

Review comment responded on Oct 19, 2022

Dear Adriana,First of all we thank you for sharing your comments with us.We are sorry to hear that your stay was not a pleasant one, please believe that we are working to satisfy the needs of our guests.We appreciate your comments and we will take them into account and share them with our management department to continue improving.Best regards.

1
Family with small children

Don’t stay here!!!! Food is terrible and long waits. The staff are extremely rude. It’s my 5th time in the riviera Maya and this place left such a sour taste in my mouth. The check in is mayhem, prepare to take forever to check in and once I arrived they told me I owed more because my son wasn’t included in the reservation. I gave them the benefit of the doubt and proceeded to pay the difference. As the days went by I started to hear from other families that the same had been done to them. It’s a scam, if they see you go as a family with numerous guests they tell you that they aren’t included and make you pay upon arrival. It’s terrible, they know families are arriving and are desperate to get accommodated after a long flight. They try to make money everywhere. Not the hospitality of other locations. You wait in long lines and they close swim you bars around 5 pm. Then you wait in 30 minute lines for the cheapest alcoholic beverages. We inquired about a taxi to airport, Sonia the taxi receptionist said it would en $950 pesos once we arrived to hotel the taxi driver told us $1250 pesos because traffic made the trip longer. They throw curb balls every chance they get. I was there for a huge wedding (60 guests) and everyone had some type of issue. Everyone said they would never go back. The water is terrible and seaweed that doesn’t get cleaned what looks like for weeks

By on Aug 4, 2022

1
Family

Do not book a trip there. Super inconvenient. For example stood in line 49 minutes to get crepes for breakfast. Buffet lines to get in over 30 min. Specialty restaurants are terrible quality and long waits. After waiting 50 minutes for the Brazilian steakhouse, they turned many down because they had reached capacity. Water park area doesn’t serve alcoholic beverage for adults (you gotta leave the area and walk 5 minutes). Short staffed. Main pool area with pool bar super super over crowed with pool water dark. The beach is awful. Now what you think of when fountains Cancun area. Dark water, seaweed and full of rocks. Cannot go barefoot. Terrible experience. So many families complaining.

By on Jul 22, 2022

Review comment responded on Jul 26, 2022

Dear Ana, Thank you for taking the time to share your experience. We are very saddened to read your review, We never like to read such comments however we appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. We have carefully noted each point you raised and would like to apologize for the experience which left you with dissatisfaction. Best regards.

4
Family Family with small children

I didn’t like that the fact I couldn’t get a reservation at the hibachi restaurant. There is no was I’m there for 5 days and it’s booked up for all 5 days. It should be first fine first served. This resort needs better food options without additional costs.

By on Jul 19, 2022

Review comment responded on Jul 19, 2022

Dear Xavier, Thank you for taking the time to share your experience. We are very saddened to read your review, We never like to read such comments however we appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. We have carefully noted each point you raised and would like to apologize for the experience which left you with dissatisfaction. Best regards.

2
Everyone

By on Jul 19, 2022

5
Family with small children

Excellent. My daughter loved it!!

By on Jul 6, 2022

Review comment responded on Jul 6, 2022

Dear Yanet, On behalf of the SandosCaracol family, I thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes.

5
Everyone

By on Jun 26, 2022

4
Everyone

By on Jun 24, 2022

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