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Recent guest reviews

First i took me 4 hours for the check in then the room wasn't the one i booked ant the beach is terrible there's alot of rocks there's no way you can go in the i make reservations for the restaurants the Italian is the worst restaurant I've ever been next day i went to the Brazilian i was late for 5 minutes they gave my table to an other person ..my mini fridge never got refill than in my last night the house keeper didn't let me clean towels this hotel is the worst hotel I've ever been....i want my money back....if not i will make a review in google

excellent place

It was absolutely wonderful, excellent for a family trip, eco friendly we LOVE IT!

The property was amazing and a great place to take kids if any age!

The property was great, the room (not the standard room the upgraded) was excellent. Seeing animals (baggers, monkeys and raccoons) roaming around freely was so cool. All the trees, cenotes and mangrove were so nice and beautiful to have all around. The cons: Checking in was horrible!!!! The amount of time it takes was absolutely ridiculous!!! There is no reason why it should take that long. The food was horrible, no flavor what so ever. The drinks were SO watered down even regular soda tasted watered down. Big lack of communication with all the amenities on property.

Great family trip. A lot of animals and activities to do. Entertainent was amazing.

This review will keep you away from this resort: To start off, the resort offers a “transport service” to and from the airport called SEEK&GO. We had made reservations to and from the airport prior to our stay. Once we arrived at the airport, the Shuttle never showed up. After waiting for an hour, we had no other choice, but to take a taxi to the resort. We also were able to speak to several other guests who had booked the same “shuttle” that experienced the same thing with the shuttle never showing up. Once we got to the resort we had to wait about an hour on line to check in. The check in process took forever. Now let’s move on to the food. The food at the buffet never changes and is not too tasty. Please avoid the Italian restaurant as you will vomit with the appearance and taste of the food. I do recommend the Riviera restaurant as well as the surf and turf restaurant. Now let’s talk about the room. The room was very clean and beautiful, but we could not use the air conditioner in the bedroom due to it leaking puddles, and the remote to the tv didn’t work. Moving on to service, my wife and I have traveled all over the world, including Mexico several times. The service at this resort was by far the worst we have ever ever experienced! The staff just does not care about their guests. Now, during check out: we requested for someone to come to our room to help us with luggage. Wellllll they never showed up. We had to lug all our luggage to the lobby.

We had a great family experience!

The resort setting is awesome! The animals and cenotes need a shout out! The room was clean and very nice. Most of the staff were very friendly and helpful (Radka at concierge especially!) We weren’t even asked how our stay was at check out. Overall the experience at the resort needs major improvement. You can tell by all the lines that the resort was highly understaffed most likely due to covid recovery…something I think we should all be understanding of. However the food and drinks were nothing less than horrible. I don’t even know if that’s the best adjective to explain how disgusting it was. We suggest getting pizza delivered or grabbing snacks before you arrive. I think they have cut back on quality of the food to meet their covid recovery goal of January at the customers expense. Maybe if you plan a trip after they meet their goals it would be a good experience, otherwise I would look for a new option for your family vacation.

Nothing

We loved our stay here. I would say it's important to know that you can hop on down to Sandos Playacar for their beach, as well as their own buffet. That was a nice day trip!

The wayfinding was accurate. I was amazed with the environment and wildlife.

I like the ability to have a sit down meal opposed to a buffet meal. Although I would rate the food quality this time as just “OK” the last time I was at this resort the food was amazing. This may be due to COVID and I understand that

The wildlife was amazing...monkeys, birds etc...The Japanese restaurant for dinner was great entertainment and the food there was decent. We took the catamaran out 2x/day so it was well worth the one time $10 insurance fee. We always bring $100 in $1 bills as we tip everyone which ensures good service and it’s morally the right thing to do. The staff works extremely hard.

Carretera Cancún Chetumal Km. 295 Playa del Carmen QROO

Hotel highlights

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

Located 2.9 mi (4.6 km) from Grand Coral Golf Riviera Maya, Sandos Caracol Eco Resort - All Inclusive is within a 15-minute drive of other popular attractions like Quinta Alegría Shopping Mall. This 956-room, 4-star property welcomes business and leisure travelers with 3 outdoor pools, 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.


Rooms

All of Sandos Caracol Eco Resort - All Inclusive's 956 air-conditioned rooms provide free minibar items, balconies, and coffee makers. Guests can expect free WiFi and 42-inch plasma TVs with satellite channels. Bathrooms have hair dryers and free toiletries. Ceiling fans, laptop-compatible safes, and phones are other standard amenities.


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 dry cleaning/laundry, securing valuables, and luggage storage. Other amenities at this all-inclusive property include a nightclub, a children's pool, and a gym.

Room options

Standard Room

2 Double Beds | 1 King Bed | Sleeps 4

Penthouse Select Adults Only

1 King Bed | 2 Queen Beds | Sleeps 3

Deluxe Select Adults Only

1 King Bed | 2 Queen Beds | Sleeps 3

Eco Family Superior

1 King Bed and 1 Twin Bunk Bed | Sleeps 4

Guest reviews for Sandos Caracol Eco Resort - All Inclusive

Everyone (26) Couples (5) Family (20)
1
Partner Couples

First i took me 4 hours for the check in then the room wasn't the one i booked ant the beach is terrible there's alot of rocks there's no way you can go in the i make reservations for the restaurants the Italian is the worst restaurant I've ever been next day i went to the Brazilian i was late for 5 minutes they gave my table to an other person ..my mini fridge never got refill than in my last night the house keeper didn't let me clean towels this hotel is the worst hotel I've ever been....i want my money back....if not i will make a review in google

By , from Paramount on Oct 7, 2021

Review comment responded on Oct 7, 2021

Dear David, We regret the bad experience you've had during your stay at the resrt. Please be sure that we will review your valuable comments to make sure these situations will not happen again. We are already working on the reception's processes to make them easier and faster for our guests and will consider our food selection in all our restaurants. Regards.

5
Family

excellent place

By on Sep 1, 2021

Review comment responded on Sep 17, 2021

Dear Fernando, Thank yo ufor your evaluation adn comments. We are glad to read that you've had a wonderful experience. Regards.

5
Family Family with small children Friends

It was absolutely wonderful, excellent for a family trip, eco friendly we LOVE IT!

By on Aug 15, 2021

Review comment responded on Aug 16, 2021

Dear guest, Thank you for your evaluation and comments. We are happy to read that you've had a wonderful experience. Regards.

5
Family

The property was amazing and a great place to take kids if any age!

By on Aug 14, 2021

Review comment responded on Aug 15, 2021

Dear guest, We are glad to read that you've had a wonderful experience at the resort. We hope to receive you again very soon. Regards.

5
Everyone

By on Aug 12, 2021

4
Family

The property was great, the room (not the standard room the upgraded) was excellent. Seeing animals (baggers, monkeys and raccoons) roaming around freely was so cool. All the trees, cenotes and mangrove were so nice and beautiful to have all around. The cons: Checking in was horrible!!!! The amount of time it takes was absolutely ridiculous!!! There is no reason why it should take that long. The food was horrible, no flavor what so ever. The drinks were SO watered down even regular soda tasted watered down. Big lack of communication with all the amenities on property.

By on Aug 6, 2021

Review comment responded on Aug 6, 2021

Dear guest, Thank you for your valuable comments, we are glad to read that you've appreciated and enjoyed the unique essence of the resort. We inform you that we are already working on the reception's processes to make them easier for our guests and imprve our food and beverage selection in all the areas of the hotel. Regards.

4
Family Family with small children

Great family trip. A lot of animals and activities to do. Entertainent was amazing.

By on Jul 21, 2021

Review comment responded on Jul 21, 2021

Dear guest, Thank you for your comments and evaluation, we are glad to read that you've had a pleasant vacation. Regards.

2
Family with small children

This review will keep you away from this resort: To start off, the resort offers a “transport service” to and from the airport called SEEK&GO. We had made reservations to and from the airport prior to our stay. Once we arrived at the airport, the Shuttle never showed up. After waiting for an hour, we had no other choice, but to take a taxi to the resort. We also were able to speak to several other guests who had booked the same “shuttle” that experienced the same thing with the shuttle never showing up. Once we got to the resort we had to wait about an hour on line to check in. The check in process took forever. Now let’s move on to the food. The food at the buffet never changes and is not too tasty. Please avoid the Italian restaurant as you will vomit with the appearance and taste of the food. I do recommend the Riviera restaurant as well as the surf and turf restaurant. Now let’s talk about the room. The room was very clean and beautiful, but we could not use the air conditioner in the bedroom due to it leaking puddles, and the remote to the tv didn’t work. Moving on to service, my wife and I have traveled all over the world, including Mexico several times. The service at this resort was by far the worst we have ever ever experienced! The staff just does not care about their guests. Now, during check out: we requested for someone to come to our room to help us with luggage. Wellllll they never showed up. We had to lug all our luggage to the lobby.

By on Jul 17, 2021

Review comment responded on Jul 19, 2021

Dear guest, We are sorry to read about the inconvenience you've had suring your stay. We will infor the seek and go agency about your issue with the transfer sevrice in order to take corrective measures. We are already working on the food and beverage selection with the intention to improve the quality. Thank you for your comments. Regards.

5
Family with small children

We had a great family experience!

By on Jul 14, 2021

Review comment responded on Jul 15, 2021

Dear guest, Thank you for your evaluation and nice comments. We hope to receive you again very soon! Regards.

2
Family

The resort setting is awesome! The animals and cenotes need a shout out! The room was clean and very nice. Most of the staff were very friendly and helpful (Radka at concierge especially!) We weren’t even asked how our stay was at check out. Overall the experience at the resort needs major improvement. You can tell by all the lines that the resort was highly understaffed most likely due to covid recovery…something I think we should all be understanding of. However the food and drinks were nothing less than horrible. I don’t even know if that’s the best adjective to explain how disgusting it was. We suggest getting pizza delivered or grabbing snacks before you arrive. I think they have cut back on quality of the food to meet their covid recovery goal of January at the customers expense. Maybe if you plan a trip after they meet their goals it would be a good experience, otherwise I would look for a new option for your family vacation.

By on Jul 4, 2021

Review comment responded on Jul 5, 2021

Dear guest, We regret the poor impression you've had during your stay at the resort. Thak you for your comments, we are considering them to improve our food and beverage quality and selection. We hope to hve the chance to change your perception and receive you again in the future. Regards.

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