April 2025 stay

Only complaint was food/buffet. A la cartes are much better than buffet but difficult to get reservations. Food from buffet was always cold. Overall, good family resort but bring snacks if you’re travelling with children.

Great resort!

This was our 3rd time at the resort. Great as expected. They are continually doing updates to rooms, grounds and services. Little tricky with the a la carte app but figured it out. Great response time by staff to any issues. NexusTours rep was not helpful at all but used the app and got the assistance needed. The Select Club Adults only was amazing, Great rooms, food and service. A la carte Brazilian restaurant had the most amazing food and Taco restaurant had fast service when you wanted a meal [... read more] or snack! Can't wait until the next time see what they have done!

Great resort if you have kids

Room was really nice. Service was great. Beach was OK. Food was so-so. Great place to go if you have kids as there seemed to be alot to do. Lots of animals running around. Cenotes were pretty cool to see too

Great vacation

Amazing vacation stayed in the adults only ,nothing to complain about. Would go back and we highly recommend .Loved seeing the animals they are quite entertaining.Drinks and service are amazing food in the buffet is a Hit or miss

Amazing Resort

From the moment we arrived I knew this was going to be a good stay. The hotel staff were friendly. The people seemed friendly. I really enjoyed all the wildlife. I enjoyed the beach. We had fun in the pools. As for booking restaurants we had a little help from people at home who were two hours behind us so we didn't have to stay up till midnight. And we ate at the buffets and at some à la carts and all in all it was good. .

Super!

Endroit magnifique, verdure, animaux, piscine et glissades parfaites pour les enfants, plage avec algues et roches, personnel fantastique, très bonne nourriture, plusieurs excursions à partir de l’hôtel, bons spectacles! J’ai adoré mon séjour :-) merci!

Great resort for kids

Different then what we are used to. The grounds are gorgeous - you re in the jungle. Pros: food, service, grounds, activities/entertainment, water park. Cons: rocky beach, pool, rooms and restaurant have limited day light, mosquitos

You don’t even have to leave

This hotel had everything you can ask for. Mayan ruins, water slides, great entertainment, food was delicious and if they ran out, it was replenished immediately. All the staff was there to help and with a smile. Please don’t listen to any negative feedback, I don’t know what they were expecting other than a rolled out red carpet. The only issue I had was the cleaning staff, they could have kicked it up a notch.

Great potential, failed to deliver

Pros: the grounds and wildlife were so awesome. Fun activities and the cenote was awesome. Waterslides were great. Cons: everything else. POOR service. Long line ups for the bar and no serving staff for drinks. Usually around 10-20 people in line at any given time. A LA carte booking system is ridiculous. You have to attempt to refresh at midnight and fight over who can click the 6 open spots fastest. Impossible to get food late at night. Waiting times of 1+ hours to get the server to acknow [... read more]ledge you, and another hour to get food. He would literally just ignore you and walk away if he didn't want to serve you yet. Only one place to get food, and no room service. Hot water in our room was sporadic. We had more cold showers than warm despite "maintenance fixing it" The bar in the waterslide area was "closed"(permanently??!), so in order to get an alcoholic beverage you had to walk about 5-8 mins each way. Every single member of our party got either food poisoning or gastroenteritis. Talking to others at the resort there were a LOT of people with the same experience.

Sandos Caracol Eco Family Resort

Arriving to the resort was organized & efficient, Rooms were clean, but shelving was non existent in our room. The adults only reception was a pleasant place to go for coffee, drinks & treats. The “hot tub” wasn’t heated, it was jacuzzi style. We experienced rain a few days $ the thatched roof needed repair in many areas of the resort. The toilet was a standard, yet in the family suites had chair height toilets I would have expected better wifi service in room, they tried to repair quickly but I [... read more] couldn’t connect. A jr suite to my mind has a king bed, a couch, table, chairs. Our room had 2 queen beds, 1 chair & a desk. Being able to watch my grandkids at the water park was a treat & they were repairing & painting in the area to keep it fresh & fun.,Food at every restaurant was fabulous, the reservations not accommodating- after midnight - the day of. For our group of 12 it took coordination! Marco Diaz & Jose Rico from guest services were exceptional!!

G R E A T

The Rooms were really nice, I had heard there was never hot water, but yes there is, just not as hot as we are use to in Canada. I felt the welcome meeting could have given us more information about things to do on the resort, currency, smoking areas, restaurants, meal times, etc. They were more concerned with outside trips. But some staff and other vacationers were awesome in filling in the gaps. Good shows, but no kids shows. And lack of information of where and when events were happening [... read more]. Also, we could have checked out later from our room at 20$ a hour but was never told of this option even though my ride left at 530. Definitely lack of information given. But overall a great trip, beautiful. Oh, and I never ever saw my maid or had any interaction with her/him.

Don’t recommend

The food was mediocre at best and booking an a la carte is the worst process possible. The resort is in need of repair. The beach is extremely rocky and you need shoes. The staff was great!!! Seems like it could be a great place just needs some TLC. Wouldn’t send anyone here. 3 star at best

Great Vacation

I was a bit leary at first after reading some reviews on this resort. Well it was so much better than the negative reviews. We arrived late afternoon and the check in process was great, we stayed at the Club Select. I requested a 3rd floor and was given what I wanted. We went for Christmas eve dinner, we did not realize that we needed a reservation, but the kind staff at the Laguna International buffet accomodated us. We really enjoyed our meal, the selection was overwhelming by how much there  [... read more]was. Great Job! The next morning my husband had a shower, but no hot water. I went to guest services and the problem solved and we had lots of hot water. We were treated very well, I have no complaints about this resort. Everything is within walking distances. The beach was great too, yes the Ocean is rocky but we knew that before booked. We totally enjoyed sitting out on the lounge chairs by the ocean. We loved that the bar was close by too. The only thing that kinda spoiled our trip was the very selfish people on the beach, that needed extra covered huts and extra lounge chairs, one family of 4 needed one each for them. We shook our heads at them. Besides that we loved our stay. Plenty of restaurants and bars, something for everyone. Lots of activities for families too. Besides 2 days of rain, we still came home with a tan. Plenty of animals and birds, please do not feed them! I also was minding my own business, I had a coffee in my hand standing by the adult pool, when a monkey came running at me and grabbed my coffee, it spilled on him and he bit me, drawing blood. I don't blame the animal, he is wild and because people feed them. I'm ok, but when I returned home I have been getting tetanus and rabies shots. Besides that is a pretty cool story to tell friends. One thing we noticed that nobody tips anymore, we tipped all the time. We loved the staff at this resort and guest services especially Johnny. Anyways thanks Brenda Moran for calling me! Loved our holiday.

Family room

The hotel is big, the waterpark is smaller than I taught it would be. There’s is like a baby/toddler pool, than another spot with many slides but my toddler was to scared to slide down without me and I was not allowed to go down with her, than there’s another spot with just 5 medium size slides that my 5 year old really liked and another spot with 3 slides that was for little more bigger kids, they dont have alcohol beverages at the waterpark you must pick a long walk to go get some. The main po [... read more]ol is not really big and the beach is full of rocks and the sand is rocky, I did not enjoy the beach at all. There’s food line by the main pool is incredibly long and I wish that the activities during the evening would have started earlier, 9 pm was a little late for us with a toddler. The site is so big it’s a lot of walking and the driver of the golf cart don’t really give out rides they are mostly there for check in and check out. You can easily get lost and the food was fine but we were so over the buffet after 4 days we waited in line to get over easy eggs took about 15 minutes to get serve and 3 eggs were busted in the process of cooking. My husband had an upset stomach the whole trip my kids ate hotdogs pizza and cucumbers the whole time we went to the restaurant but yea the food was the same as the buffet. Lots of pork little chicken and beef, I had bacon once and we were at the buffet at 9 am. The room was fine but I wish the fridge would have been filled up without asking and I wish we had more pillows and a thicker blanket or 2. My toddler as contracted hand, mouth and foot infection but i can’t be 100% sure it’s from the hotel, my son had fever and I had diarrhea. Like the whole experience was ok but I was expecting more from a 4,5 stars. Strong points was definitely the performance, customer service from the overall staff and direction, and the animals that walked freely around the resort that was really cool.

Amazing wildlife

If you want to see wild animals this is the place for you. If you want a beautiful beach, great food, great entertainment, hot water in your room, then it is not. We got really sick while we were there, not sure if it was the food or not but we ended up begging the concierge for crackers as it’s all we could eat. The pools were nice and the staff tried to do their best but it was definitely not a 4 star in my opinion. 3 at best. That said the wildlife was spectacular-was so cool to see monkeys e [... read more]verywhere and that’s really the reason we went. The grounds and vegetation were wonderful and lots of trails to hike or bike.

Not great

Over crowded, every drink was mixed different , food at the same restaurant was always different. Had to get up at midnight (every night) to book Al la cartes . And then it was hard to get into them

Meh-xico Vacation

The best part of this hotel was the staff, aside from one who checked us in and set us up for a "lunch" at the Royal Elite part of the hotel, which is for returning members only (we had purchased the select club adults only package). We were told it was just a chance to see what it was like and would be 90 minutes tops. I was also told that this was the only part of the hotel which had a swim up bar (later found out this wasn't true, the family pool does as well). We meet him the next day and [... read more] he introduces us to a man who would take us around. Well, this lunch (we had tacos at El Nido, a restaurant we already had access to) turned into a sales pitch. We were brought over to the Royal Elite side of the hotel and shown a model suite. All the while being told that our side of the hotel served bad alcohol that would give us a hangover, and commenting on how much nicer this model room was compared to ours (this is the second day of our 7 day stay). More sales stuff about how online sites that offer packages purchase a bunch of rooms and sell them, while he could get us a deal for $1 a night for the room, we just have to book flights. More sales pitch that confused us, I started thinking it was for a timeshare (something about not being able to book certain dates??). Then off to his office where he shows us pictures of different Sandos resorts around the world. At this point we are not biting, so he brings in his boss. Finally, after 2+ hours (when it was supposed to be 90 minutes total), I explain we are not interested and the good reasons why. We are promptly ushered out. Lame. On top of all this, the select club package is supposed to give you priority seating and reservations for the restaurants and buffets. Many times we waited in line for the main buffet place. The food is ok but lacking in many ways. Too many items were overcooked, dry and bland. We saw one of the made-to-order cooks at the main buffet using the same tongs to touch raw meat and chicken as to serve the cooked meats. I didn't even bother trying anything from that station after that. Halfway through our stay, the 24 hour room service stopped. We were told we had to go to the El Nido restaurant and order from there off a different, smaller menu, which no longer served any breakfast items. The shower leaked all over the floor due to there being a gap at the bottom of the door, and we had some kind of leak in the toilet closet. The pros (there were some), are the staff was extremely friendly and attentive; there were all kinds of animals around (coati, raccoons, a peacock, turtles and monkeys); there are on-site ruins (!!!), and the foam party.

Absolutely stunning resort!

We thought the resort was beautiful! The wildlife is the real reason we came here and that did not disappoint! It was amazing all the different animals, we are sad that the weather was too hot for the monkeys to come out for the most part and the weather was far too windy for snorkelling but that’s on me and my lack of planning. We would definately come back here! All the staff were so friendly and willing to help with anything!

Great resort

The initial arrival to the resort was a bit of a wait. We were able to check in but had to wait about two hours for our room. Understandable as rooms are not usually ready by 3pm, however our flight time was early and we arrived just after 1pm. The resort is beautiful. If your looking for a beach, this isn't the resort for You. Tons to see and do without the extra expense of leaving the resort. Dinner reservations you needed to submit at 12am every night in order to get one. Buffet was ok [... read more]ay, but lacked in amounts of restocked food. Tons of kids activities, entertainment. To highlight this resort more would be to Add additional kids services such as ice cream parlour or a coffee shop.

Sandos Caracol Eco Resort

Resort has gone downhill since last year. Food was cold and very little variety (buffet) Could NOT make reservations for any restaurant as the were booked and could not book anything that was available later unless i stood in a line several days later. Resort has excellent walking paths through the greenery.