Very large property

This resort has lots of plants and animals. There is a small Mayan ruins a couple of cenote pools and a zoo. The water park will be loved by all. Several quieter pools available when the large pool gets to be too much. Ala Carte restaurants are booked on the resort website. The steak and seafood was our favourite.

Poor/Unfriendly Service

We unfortunately did not have the greatest time at this resort. Many people shared the same experiences. Dirty room, poor service from staff. Food was decent but not great. Buffet meat was consistently way overcooked. The waterpark needs some repairs. My son bumped his head and back due to uneven slides. He was also attacked by one of the wild life and scratched on his hand by the pool. The animal jumped onto our chair and grabbed food from him. The staff called my wife a drunk when she a [... read more]sked for her first drink from the bar. Most of the bar staff seem unpleasant and the same goes for wait staff. They seem to want to stand around and chat amongst each other rather than help the guests. Bars rarely opened on time and we're not staffed properly by the pools. So much went wrong at the beginning of our trip that 4 of the 9 days felt like a write off. The managers did end of upgrading our room for our troubles and provided excellent service. I would recommend speaking to managers if you have issues not the front staff. Was never able to get in touch with reception or anyone by phone including room service. No one ever picked up the phone. I had to go to the front desk each time I needed something or had a question. This resulted in wasted time. However they were able to call us to try and book us for a time share presentation. Overall trip ended up being not what we had hoped for even with our expectations set lower than normal.

Amazing Resort

Staff were Great. Friendly and making sure all was fine The food was great and many choices at the Buffet and the restaurants the carts at the resort had enough to choose from, eating, deserts, gifts their is plenty of places to sit and relax and have a drink. Many many places to explore and see wild life

It has gone downhill since 2019

This was our second time there. The rooms need some upkeep. The AC in our room needed repairing twice, and the safe locked us out twice. The food at the buffets was repetitive. It was very chaotic to book reservations for the a la carte restaurants as they expected you to use the app, but had a kiosk with a person booking at the same time so you would book and then get cancelled. The beach is only rocks. However, the staff are wonderful, the entertainment fabulous, the activities varied and so m [... read more]any. The waterpark was a hit for the grandkids as was the kids club. Swimming in the cenote was refreshing. The rooms are clean and so are the pools.

Great Family Place

We spent a wonderful week at this family oriented resort. There was lots to do for everyone. We enjoyed the facilities. We swam in the cenotes, spent time by the pool, had fun at the waterpark, walked on the beach, went to the all the shows, went for a walk to checkout the ruins, hung out at the sports bar and played pool and ping pong. It was amazing to see all the wildlife roaming around the resort. Checked out all the a la carte restaurants and got into all of them. The staff were very kind  [... read more]and helpful. Food was good. Rooms were comfortable and clean. Thanks for the suggesting we check this place out.

Great Resort!!

We had an amazing vacation. Resort offered a lot of activities. From morning till night we enjoyed the activities, great food and night entertainment. Cirque du Soleil was the best!! Food a la Carte was excellent.

Resort was great but beach a major disappointment

Resort was clean and staff always helpful. Rooms were clean and had a large supply of drinking water. Food was good although access to reservation dining was impossible. This was a great resort for pool people but not for beach people!

A unique resort

This resort is a very unique experience, lots to do, so much to see. Great for all ages and many food options to choose from. Don't believe the negative reviews. We have been there five times and would still return for the jungle like experience. Some things are not as nice as it use to be, staff shortages and line ups for the restaurants. Hanging out with the monkeys is an experience that you can't get at other resorts

Great Resort

The resort had lots for us to do kitty pool, waterslides big pool ocean it also had like pathways, free, walk and enjoy that offered other kinds of animals like ducks that wag their tails like dogs, kinkajou , some Coatis, we had monkey come down from the roof onto our patio. My husband and I got married on the cenote at the lobby. Our wedding planner karla was amazing she was so nice she was so helpful. Our communication got so much better once we actually got to our resort she really was fanta [... read more]stic and patient with me that’s. We did have some problems with some of the staff, we had four rooms booked, and they were all different places in the on the lot the rooms weren’t together at all they were all over. The food was OK wasn’t that great except for the Japanese restaurant was phenomenal. Room service took forever. The food was not that great. The options were not that great the room, however, was amazing. We had the separate room for the kids with the pool on the patio which was phenomenal. The only thing that really really sucked is that there are no elevators so my mother-in-law who’s in a wheelchair was stuck on the main floor away from everybody else on the third floor.

Decent resort

We liked our family superior room in block 38. The balcony view right to the jungle. The room also centrally located close to everything. The food overall is above average, we liked the restaurant Riviera and Japanese. We liked less the Italian one. In the buffet you can always find something you like, unfortunately its food is not enough hot/warm in general. My son and myself found the big water slides little bit dangerous as in few of them I felt I can be rejected outside of them in the end o [... read more]f the parkour. So, we used mostly the small ones. The surroundings are amazing, in the middle of a tropical jungle, where you can see all sort of animals. Also we walked a lot to see around. I did not like the beach as it's rocky ans hard to get in, we mostly used the pool. Overall we liked our one week stay.

Sandos Caracol review

The deluxe room was very very basic. It was clean. Coffee maker did not work, used the water machine to make tea, no stir sticks and other basic items provided. The balcony was very very small and could barely sit on it “I am a tiny slim 5ft”. Cleaning was efficient and well done. The food was pretty bad (I am not a person who cares much about food) so basic survival was buying a bag of chips for $7.50 US dollar. Most restaurants had a very very long line up so was not really feas [... read more]ible, ended up eating dinner early around 3pm and managed to find something reasonable. The staff were great! Ended up spending a lot of time at the sister resort in Playacar, a huge difference! Beach wise the smell of waste the first day was so bad could not be tolerated. Really enjoyed the souvenir and massage place up the beach outside of the resort

Disappointing

We booked a year out from our trip and at that point the reviews were very good. The food is bad and it is very hard to book a restaurant. I asked the front desk for help and they pointed me to guest services. Guest services just wants to sell time shares and said they couldn't help with restaurant bookings. I later found out that if you listen to their pitch that they will explain that you have to wait in line unless you are royal elite. Someone who was royal elite said that they didn't get the [... read more] perk of booking restaurants. Also the line for check-in was terrible, about an hour wait and from what others said, our wait was minimal. There was also often long lineups for the buffet most days. The buffet does not change its menu at all. We were there for every meal because we had young kids and hated the food. I'm not picky either. This is the first time that I have loved a buffet in Mexico. The positives were that the waterpark is great for kids and the cenote is very nice.

Sandos Caracol Eco Resort - average resort

Hi, I went to Sandos Caracol Eco Resort with my husband for 7 nights. We booked a superior suit with butler service, and we did not receive any of the amenities stated on Tripcentral. The room was clean, however, the beach was very rocky, not suitable for beaching. The food was average. The resort smelled of sewers. This resort is suitable for families with young children.

Not as expected!

My husband and I stayed at the Sandos Caracol in October 2019 in the Adult Only Select Club. Last week, (Oct 22) was our first trip since then and since we had so enjoyed it then, we thought we would return. We were given the wrong room type then told they didn't have any rooms available that we booked until the next day. We were told to have all our luggage packed and be out of the room so they could move us the next day between 12-2. We didn't get the room until 4:30pm. There are no longer Adu [... read more]lt Only dinner restaurants which was a perk last time. We didn't go to eat with misbehaving children. The lack of staff at the Select Club Beach bar and pool was apparent-we had to get our own drinks. Restaurants were good, masks required at the buffet. Depending upon the hostess, depended if you required a mask in other restaurants. There was no travel rep on-site who we booked thru. The resort was not helpful in assisting us on pick up times. Rooms were clean but dated in the Adults Only section. Great shower, hot water & pressure at anytime. Pools were great!

Just Ok Resort

We arive there around12pm but we had to wait until 3pm to get the room. It is not a good fitst day to wait with 3 kids over 4 hours to get in to the room. Once we got room keys did not work.we had to walk to the main lobby twice. After a long time someone came and fix it. Room AC was so nosy. We never had a good sleep. On last day no one came to clean the room and did not fix the beds.phone system does not work if we need something we had to walk to the lobby. There are insects in the room such  [... read more]as small lizardd. Worker are great people we kind and suportive. Food is not good at all. There no proper labeling. List of food label is on the top of the counter. You would not know which food it is refering. Water pool is not clean at all. I do not think the plastic drinking cups are properly washed.

Great Resort

This is our second time there and we plan on coming again , food is okay but the wildlife and the kindness of the staff makes it really great , we love this place and never regret going. Wildlife alone is amazing!

Fabulous Resort

The grounds were very clean keeping in mind it is a eco resort the animals were an enjoyable site to see every day as we ventured out each day.. The room was a nice size. And cleaned daily. The restaurants were very good and the buffet had lots to choose from the pools were a nice size and enjoyed by all and never had a problem getting a chair by pool or beach . The staff are friendly and willing to help in any way

Pro’s and Con’s with this Resort

The grounds of the resort were amazing. Very jungle like/rain forest atmosphere. Lots of wildlife running all around. Eco family Superior room was nice, updated, comfortable. I agree with many others that the food was not a strong point here. Buffets didn’t seem to change much each day. Food was tolerable, but more like high end Cuban Buffet. Drinks seemed to be pretty weak. The a la cartes were quite nice. Japanese was amazing and the only restaurant that you can make a [... read more] reservation for. All the others, you just show up and stand in line. There were some different fun activities at the resort. Jade River snorkel tour, Cenote swims, walking tours, photo safari, romantic boat tour. We paid extra for a Segway tour around the resort, which was fun. And of course the water slides were fun for the kids. Lots of slides for all age groups. Beach had a HUGE amount of sea weed so we didn’t spend much time there. All in all, if the food quality doesn’t matter, you’ll probably enjoy this resort. Definitely different from the standard Caribbean resort.

Terrible Resort

My vacation at this resort was the most terrible experience. The horrible customer service, poor quality food, lack of cleanliness and the unprofessionalism of management was like no other. We arrived to two dirty rooms, sand on the floor and in the sheets of the bed, hair in the shower, dirty bathroom counters and no towels. The restaurants do not accept reservations. Instead you wait for more than an hour in line, then another 1.5-2 hours to be served very unpleasant tasting food. Management o [... read more]ffered to “help” us with reducing wait time but never followed through. We contacted tripcentral abs air Transat in attempt to move resorts after the first night but no Indy would take accountability to help even though we purchased the optimal cancellation plan. Completely dissatisfied and utterly disappointed in the resort, air Transat and trip central

Great time had!

My family and I returned to Sandos Caracol for March break 2022. We loved our initial experience in 2019 and were delighted to return. Our children are aged 7 and 9 presently. The resort offered a LOT for our kids: the amazing water park (slides! games! ice cream!), the cenote to swim in (do bring your own snorkel equipment to avoid buying at the store), the beach with the amazing coral (do bring water shoes ) , the various animal sanctuaries among more! We loved the variety of restaurants and m [... read more]ostly ate the Mexican for dinner (must try the Tortas appetizer, and the fajitas) and do ensure you book the teppanyaki restaurant with the concierge upon arrival to ensure you get a spot! The resort was clean, the food variety was great, drinks were great and the overall experience was wonderful. The sports bar was a huge hit with my boys who loved playing ping ball and learning how to play pool. I would recommend this hotel to others as it is really “different” in a cool way, with the Cenotes, rivers, mangroves, and rain forest! A really great time! Lastly, my kids and I loved seeing the monkeys and the coatis: made the experience extra special to see the animal life ;)