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Reviews of Sandos Caracol Eco Resort - All Inclusive

4 out of 5
Sandos Caracol Eco Resort - All Inclusive
Carretera Cancún Chetumal Km. 295, Playa del Carmen, QROO

Reviews

6.8
Rating 10 - Excellent. 384 out of 1488 reviews" "
Rating 8 - Good. 380 out of 1488 reviews" "
Rating 6 - Okay. 294 out of 1488 reviews" "
Rating 4 - Poor. 210 out of 1488 reviews" "
Rating 2 - Terrible. 220 out of 1488 reviews" "

7.8/10

Cleanliness

7.2/10

Staff & service

7.2/10

Amenities

7.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Ashily

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I like the food the customer service my kids enjoyed the pool very good hotel
Stayed 4 nights in Apr 2024

10/10 Excellent

MARIA

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
One of the best eco stays I have been! I highly recommend this for families with kids. We had a blast.
Stayed 4 nights in Apr 2024
Response from Sandos Caracol on 22 Apr 2024
We want to thank you very much for sharing with us your comments regarding your recent stay at our hotel, it was truly a delight to have been your host and we hope that our services and work team lived up to your expectations.

6/10 Okay

holly

Travelled with family
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
Very unorganized
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 22 Apr 2024
We apologize for the first impression you may have at our hotel, our priority is to provide excellent customer service throughout your stay and you should be assured that we will discuss your concerns with all members of the departments involved to not only identify but react and resolve. . such incidents.

10/10 Excellent

Kathleen Marie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
For the first time staying at an all inclusive it was great in our opinion. The room was nice and modern. The staff was all friendly and attentive. We did have an issue with no bath towels and the toilet was plugged in our room upon arrival but then brought us towels when requested and sent some one to fix the the toilet promptly. The a la carte restruants where hard to get into but if you talked to the hostess they let you know if there was cancelation and and get you in. Lots of critters to see and things to do. The monkeys are adorable but steal things so watch out!
Stayed 3 nights in Apr 2024
Response from Sandos Caracol on 22 Apr 2024
What a wonderful pleasure for us to know that you fully enjoyed a wonderful vacation, it is a true pride, as it makes us feel full of energy to continue working every day to provide the best service.At the same time we greatly appreciate your comments to improve some of our services, it is through comments like yours that we can improve all aspects of the resort.

10/10 Excellent

Aaron

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This resort is very family friendly. Lots of free activities available for all ages. The staff are very helpful and friendly. The food was incredible with the main buffet featuring an extensive assortment of foods, adult and child friendly. My only minor request is that they have vegetarian protein options available.
Stayed 7 nights in Apr 2024
Response from Sandos Caracol on 22 Apr 2024
Thank you very much for choosing Sandos Caracol as your vacation spot!We are glad to know that you enjoyed a relaxing and incredible vacation at our hotel and we appreciate your time to share your experience.Our entire team will be happy to read such good and positive comments. All the staff hope to welcome you very soon, to pamper you as you only deserve.

8/10 Good

Jody

Travelled with family
Liked: Cleanliness, amenities
Disliked: Staff & service
Lots of wildlife and jungle. Food was very good. There was lots of shade around the pool. The room was very nice, clean and well maintained. The maid service for the room was exceptional! The night entertainment was very well done as well, especially the Michael Jackson impersonator! The restaurant situation was ridiculous. You have to wake up at midnight to make a reservation or you risk not getting one, and now you can only reserve four times a week. This means you are in the buffet for almost half your trip which was not disclosed until we got there. Don't expect to sit a group of eight together for meals. You can only reserve 6 maximum and they really don't seem to want to help you sit with any of your family not staying in your room. They don't follow their own activity schedule as far as activities during the day. For instance, they have water volleyball scheduled for noon everyday written on every sign pertaining to such things, yet not once in the 9 days we were there did that actually happen. They few days they actually bothered doing it they either had it at eleven am or four pm with no announcement of schedule change. It was the first resort where i felt like I was treated like just a stupid tourist who didn't really know what they wanted so any answer to shut me up would work.
Stayed 8 nights in Apr 2024
Response from Sandos Caracol on 20 Apr 2024
We are delighted to receive your feedback and that you have visited us recently, we wanted to thank you for let us know about your experience and that you were content with the service in general. Your honest opinion can be a valuable reference for other customers who are thinking to stay with us, so we deeply appreciate the time you took to share it. If you choose us again as your holiday destination it will be pleasure to serve you again in the best possible way. We would like to welcome you again at our hotel to spend here another memorable holiday.

8/10 Good

Pamela

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful! We loved the activities, jungle, and animals! We could always get chairs at the pool no matter what time of day, our room was huge and kids loved the waterslides. The shows were spectacular but some hard to view. The booking system for restaurants was not convenient but were worth the trouble as the food was great!
Stayed 8 nights in Apr 2024
Response from Sandos Caracol on 20 Apr 2024
Thank you for choosing our facilities as your vacation destination. We are glad to know that you thoroughly enjoyed your vacation at the resort.It was an honor for our entire team to be of service to you and make your vacation enjoyable.

8/10 Good

LUZ

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good place for family vacation
Stayed 4 nights in Apr 2024
Response from Sandos Caracol on 20 Apr 2024
We are glad to know that you have spent a nice vacation in our hotel, we thank you for choosing us and for sharing your words and observations through this important medium.

10/10 Excellent

Joel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Feb 2024
Response from Sandos Caracol on 20 Apr 2024
Thank you very much for your review, we would have loved to know your opinion.We hope to welcome you again.

6/10 Okay

Kelly, One hundred mile house

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
All the staff were very friendly, and the grounds around the property are very well kept. We loved all the wildlife that are living in the resort, monkeys, cote’s iguana’s and even cats .Having to book the a la carte restaurants at 12 am is very frustrating after being in the sun all day and then having to set an alarm was a pain, so be aware of that. The beach is rocky there are spots to walk out but not many. Highly recommend bringing water shoes, also bring your own refillable water bottles as there is only water coolers and plastic cups no water bottles . You can however buy straw cups and hot cups at the souvenir shop at $30 US. We got dinged at the end of our stay for our beach towel cards not all being returned . $50 U.S per towel card !! That was 3 cards in this case…One of our party got sick at the pool and we left our stuff there to take them back to our room, when we returned our stuff was gone. We tried to tell the front desk that but it didn’t matter. Our room was missed being cleaned once and was missed for drink restocking 2x as well as coffee for our pot 3x . We even left tips daily for the cleaners. Was a great first experience for our kids to take in the sites and some of their culture in Mexico, but we won’t be back to this resort .
Stayed 8 nights in Apr 2024
Response from Sandos Caracol on 18 Apr 2024
Thank you for sharing your experience with us. We are glad to know that you enjoyed the friendliness of the staff and the beauty of the gardens. We are sorry to hear about the inconveniences you experienced during your stay, such as restaurant reservations at an inconvenient time and the beach towel situation. We will take your comments into account to improve our services in the future. We hope that despite the inconveniences, you were able to enjoy Mexico and its culture. Thank you for choosing our resort and we hope to see you again in the future!

8/10 Good

Sean

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This resort was great. We didnt have high expectations for the food and it was actually very good. The animals in the resort did make it unique. The only complaint we had was the drinks at the bars. Everything was premixed syrup and tasted like sucralose.
Stayed 7 nights in Apr 2024
Response from Sandos Caracol on 12 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

8/10 Good

Blair

Liked: Cleanliness, staff & service, amenities
Food was good Service was good
Stayed 14 nights in Feb 2024
Response from Sandos Caracol on 11 Apr 2024
Thank you very much for giving us the opportunity to welcome you in our little paradise, for all the staff it is always a pleasure to be at your service.We will eagerly await your return so we can provide you with the excellent service you deserve.

8/10 Good

Darren James

Stayed 7 nights in Apr 2024
Response from Sandos Caracol on 17 Apr 2024
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente

6/10 Okay

Melinda, Waterford

Travelled with family
Disliked: Property conditions & facilities
We were very disappointed this time at the resort. It’s really gone downhill since we were here 6 years ago. If you were not on the app right at midnight to book a reservation for dinner you could not get a reservation. Literally everything was booked by 12:01. It was very frustrating. We arrived 13 mins late for one reservation due to snorkeling and they refused to seat us. We were all dressed up and excited (just me and my daughter) and they turned us away. I had to be down at the pool no later than 8am to get a chair for us. The room service food was very limited. No substitutions allowed. (Simple, like add cheese). I bought a ring in the Mexican market shopping night. The guy sold me a ring for more than double the cost of the jewelry store at the resort. When I came back and confronted him and requested a refund or a proper price they got very nasty and basically told me too bad. I bought another item at the jewelry store at the resort. Wasn't given a receipt. They have a sign that says if you didn’t receive a receipt, email us within 30 minutes and you will get a store credit. I did just that and they told me sorry. You don’t get that. I looked at my charge in my Amex app and he had charged me more than double. Almost $500. I had to go back in and Have the transaction voided and put back through. Had I not realized it, we would have been SOL. It seemed to have Been done on purpose. Also no animals like there used to be. Gone yet still advertised on their maps.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 12 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.Regarding your opinion about the attention provided by the hotel staff, be sure that we will react immediately to prevent this situation from happening in the future.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

6/10 Okay

Joshua

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
The wildlife and jungle experience is amazing and a lot of cool things to do for free around the property but the food is absolutely horrible and almost impossible to get into a-la-cartes. The couple we did get into, the food was not much better. The main buffet was very disorganized of where things were placed making wait times much longer.
Stayed 10 nights in Feb 2024
Response from Sandos Caracol on 10 Apr 2024
En nombre de todo el equipo que conforma nuestro hotel, queremos extenderle un cordial saludo y agradecerle por sus sinceras palabras tocante a nuestros servicios y su reciente visita a estos. Realmente sentimos leer que no cumplimos con sus expectativas, como parte de una familia única siempre nos esforzamos por ver nuestros puntos fuertes y trabajar en equipo para mejorar en los débiles, por favor tenga la bondad de aceptar nuestras disculpas si en algún momento no la hicimos sentir como esperaba.Agradecemos su confianza y puede tener la seguridad de que haremos nuestro mejor esfuerzo para mejorar cada día aun más.

6/10 Okay

Kali Frances

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service
Only book here if you enjoy eating buffet for your entire stay. Their A La Carte dining options are a joke to try and book. They say at midnight you can book dinner for the next day, but when you try to book you get errors on the app. Youll have to come up with some sob story to tell the concierge so that they book you into a resturaunt - but even then, they will book you for a different one than you asked for,
Stayed 6 nights in Apr 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

4/10 Poor

heather

Travelled with family
Liked: Staff & service
Resort is getting dated, rooms need a renovation. A la Carte reservation system needs an immediate improvement. Not enough restaurants for the number of people on resort. You need to reserve at midnight for the next day…if you log on at 12:03, all reservations are taken…maybe the Royal Elite members are given preference. If so they definitely should not advertise so many a la cartes. Even the buffets had line ups to get in. And the food was always cold and kinda gross.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and we will be sure that we will constantly strive for excellence in our services.

8/10 Good

Karin m

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms were immaculate. Food was overall ok- loved the al la carte restaurants. The jungle was lovely but the pools were too small for the resort size and volume of people- cloudy and needed way more filtering.
Stayed 9 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
What a wonderful pleasure for us to know that you fully enjoyed a wonderful vacation, it is a true pride, since it makes us feel full of energy to continue working every day to provide the best service.At the same time we greatly appreciate your comments to improve some of our services, it is through comments like yours that we can improve all aspects of the resort.

4/10 Poor

Cuitlahuac, Long Beach

Travelled with family, Travelled with group
Disliked: Cleanliness, staff & service, amenities
Staff needs to be better trained and Expedia sold us ocean view room and we didnt get it.
Stayed 5 nights in Apr 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

4/10 Poor

Teresa Lorelei, Alpine

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The property was outdated and flies and bugs in the room. The pools were dirty and we couldn’t get reservations for any other dining the entire stay so we ate at the buffets everyday. Our air conditioning broke and for two days we were sweating in our rooms and they never got it working. At night I slept with no sheets because it was too hot.
Stayed 5 nights in Apr 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of the entire team that makes up our hotel, we want to extend a cordial greeting and thank you for your sincere words regarding our services and your recent visit to them.We are truly sorry to read that we did not meet your expectations, as part of a unique family we always strive to see our strong points and work as a team to improve on the weak ones, please be kind enough to accept our apologies if at any time we did not do so. . feel as expected.We appreciate your trust and we can be sure that we will do our best to improve even more every day.

4/10 Poor

Anthony J

Travelled with family, Travelled with group
Disliked: Amenities
The process of getting restaurant reservations was horrible. You had to wake up at midnight everyday to get a reservation for that day. The resort staff would not tell you this even if you asked specifically about it because they knew they did not have enough restaurants to feed everyone. The mattresses were also very hard and not comfortable.
Stayed 8 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of the entire team that makes up our hotel, we want to extend a cordial greeting and thank you for your sincere words regarding our services and your recent visit to them.We are truly sorry to read that we did not meet your expectations, as part of a unique family we always strive to see our strong points and work as a team to improve on the weak ones, please be kind enough to accept our apologies if at any time we did not do so. . feel as expected.We appreciate your trust and we can be sure that we will do our best to improve even more every day.

6/10 Okay

Claudia

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
Thank you very much for your evaluation, we would have loved to know your opinion.We hope to welcome you again and give ourselves the opportunity to change your perception.

2/10 Terrible

Melissa

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Terrible food now way to book a La carte. Way over priced for what it was
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

10/10 Excellent

Helen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
Thank you very much for your evaluation, we would have loved to know your opinion.We hope to welcome you again and give ourselves the opportunity to change your perception.

4/10 Poor

Alejandro, Las Vegas

Travelled with family and small children
Liked: Cleanliness
This was second year in a row we stayed at Sandos and will be our last. It is a nice resort for kid activities. They have a nice water park which is why we came back a second time. However this year's experience was much worse than last year. First we were given a handicap accessible room (which we did not request). Normally not a big deal to me, but the shower in the room would not drain properly and water covered the entire bathroom floor. I went to the front desk to ask for another room but they said none was available. I happen to work in a hotel and find this hard to believe. On top of the shower not draining, the housekeeping staff only gave us three towels a day, even though we clearly had four people staying in the room. There was water dripping down the wall of our room from the floor above. And there was constantly housekeeping stuff right outside of our door. Bags of dirty towels were there pretty much the entire trip. Also the housekeeping staff never restocked our toilet paper. We had to hunt them down to ask for more TP. It was nearly impossible to get dinner reservations via their app, which was the only way to make them. Reservations had to be made "same day". So we had to set an alarm for 12 midnight to get up and make reservation. Even that was extremely hard to do and we only got one (non buffet) reservation at a sit down dinner the entire trip. The food was average, as expected in all inclusive, but process was the worst.
Stayed 4 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

10/10 Excellent

Zhenya

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Family vacation during spring break. I booked this trip several months before the journey. I didn't read the reviews before purchasing, but after buying, I decided to read them, and I was very disappointed by the reviews. Now, to the point.The hotel is large, the territory is green, and there are plenty of activities for children. They really enjoyed it.We arrived early in the morning and were offered early check-in for a small fee, special thanks to Leonardo!Food There is a fairly wide selection at the buffet, the food is fresh, and there are no special complaints.But it's practically impossible to reserve a la carte restaurants. The option, as we did, is to quickly book at 11:59 p.m., and if you're lucky, you'll get a reservation.Beach You can't do without flip-flops, it's very rocky. But if you walk to the right for about 10 minutes, you'll find a sandy beach. Overall, everyone was satisfied.
Response from Sandos Caracol on 10 Apr 2024
On behalf of the entire team that makes up our hotel, we want to extend a cordial greeting and thank you for your sincere words regarding our services and your recent visit to them.We are truly sorry to read that we did not meet your expectations, as part of a unique family we always strive to see our strong points and work as a team to improve on the weak ones, please kindly accept our apologies if at any time we did not do so. . feel as expected.We appreciate your trust and we can be sure that we will do our best to improve even more every day.

6/10 Okay

Sandra

Travelled with family
Liked: Cleanliness
Loved the beach area. The taco truck was good but the buffets were unorganized, food wasn't always labelled, and sometimes cold. Liked the night time activities. Room service didn't come when requested.
Stayed 4 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

2/10 Terrible

Oscar, Long Beach

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Very dirty rooms , lots s of Stuff broken , all included but dirty cans in the fridge , no Premium liquor as promised , never again . Waste of money.
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and we will be sure that we will constantly strive for excellence in our services.

8/10 Good

Giselle

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort was beautiful and well maintained. The food was not great (snacks were not healthy, seemed like food was left out all day in the buffet) and there were so many restrictions on time and what was available. We enjoyed it overall but would not go back.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 11 Apr 2024
Thank you very much for choosing Sandos Caracol as your vacation spot and for taking the time to write your impressions about our service we offer.The comments and suggestions we receive from our clients are very important to maintain the quality and service that you deserve.

8/10 Good

Ana, Live Oak

Travelled with family and small children
Liked: Cleanliness, amenities
Disliked: Staff & service, property conditions & facilities
This Resort has a LOT of potencial, it could easly be a 5 star resort if it made some simple updates to their rooms and staff. First off, we arrived around noon and was told our room would not be ready until 3pm. Which is fine but your basiclly left not knowing what to do for those 3 hours. The check in staff does not even try to give you information on the hotel or its amenities that are available to you while you wait. And this place is huge, so its easy to get lost. There is also no way in knowing when your room is ready, you literally have to go back to the lobby and check with them until it is. The Resort is very clean, there is staff going around picking up plates and cups nonstop. The waiters in the buffets is where we experienced the not so fun part. They are not so attentive about offering drinks or refilling drinks when needed. There was a couple meals where no one literally approached us. Food in the buffet was amazing and was just easier for us and the kids then having to make reservations for one of there many restaurants. Rooms need some type of updates. Our bathroom had a foul odor coming from it. It smelled like rotton meat and would not go away. And the rooms are a little plain, an update would really hold its value for what we paid per night. The shop in the resort is super expensive, avoid if possible. We're talking $25 for a roll of tums expensive and $10 for a bag of chips...yup crazy! If you can I highly recommend grabing a taxi to the downtown shops
Stayed 4 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
What a wonderful pleasure for us to know that you fully enjoyed a wonderful vacation, it is a true pride, as it makes us feel full of energy to continue working every day to provide the best service.At the same time we greatly appreciate your comments to improve some of our services, it is through comments like yours that we can improve all aspects of the resort.

6/10 Okay

Réjean

Travelled with family and small children
Liked: Staff & service
Liked the jungle area where resort was located. Different available activities. Pools/ staff entertainment was great.
Stayed 5 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
We very much appreciate that you have taken the time to express your opinion about your stay with us.Thank you for being part of us and we hope to welcome you once again in this your second home in Mexico.Do not hesitate to contact us to provide you with the best possible service for your future stay.

4/10 Poor

Cynthia

Travelled with family
Disliked: Amenities
The food was nasty. You had to get up early to make reservations for most of their restaurants.
Stayed 4 nights in Mar 2024
Response from Sandos Caracol on 10 Apr 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

8/10 Good

Kelly

Travelled with family, Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Had a great time with the family here! The water park and pool were a great time. Beach was ok just very rocky. There is an option for an additional charge to take a bus to another resort for better beaching which we did not end up doing. The food was decent for an all inclusive resort. Dinner reservations were a challenge . Cleanliness was just ok. Pricing was fair. Overall I would come again
Stayed 5 nights in Mar 2024
Response from Sandos Caracol on 29 Mar 2024
We appreciate you allowing us to welcome you to this beautiful hotel and knowing that you enjoy everything we have for you in terms of entertainment.We hope to soon welcome you back to this your second home.

6/10 Okay

Raul

Liked: Cleanliness, staff & service
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 29 Mar 2024
Thank you very much for your evaluation, we would have loved to know your opinion.

8/10 Good

Riley

Travelled with family
Liked: Amenities
The property was fun for kids. The waterpark is huge and then there are two other pools to use on the property. There is lots of wildlife at the resort which the kids loved. However the food is average, maybe below average. It is very difficult to get in Al La Carte restaurants. Booking with Expedia helped us get into the four we wanted because we were able to message an employee at the resort to get our bookings. The beach is pretty much non swimmable. It is rocky and you can’t walk down along the coast for long. Room service took ages to arrive when you order it. We enjoyed our stay but would go elsewhere next time.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

10/10 Excellent

Kristy Diana

Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful resort, food options could be better. So much to do.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
Thank you for taking the time to give your experience, we will follow up on your comments, since our priority is the satisfaction of our customers. We hope to welcome you in the near future.

6/10 Okay

Devin

Liked: Staff & service
Disliked: Cleanliness
Stayed 8 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente

4/10 Poor

Kyoung Min

Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 28 Mar 2024
We appreciate you choosing our resort for your holidays .We would have liked to know your comments through this important mediumWe hope to have the opportunity to change your perception in the future as we believe you will enjoy our new services.

4/10 Poor

Justin Michael

Stayed 3 nights in Mar 2024
Response from Sandos Caracol on 15 Apr 2024
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión.

10/10 Excellent

Tenzin

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 26 Mar 2024
Muchas gracias por darnos la oportunidad de darle la bienvenida en nuestro pequeño paraíso.Esperaremos ansiosos su regreso!!!

4/10 Poor

Wade, Fort St John

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Sandos Caracol on 25 Mar 2024
We apologize for the first impression you may have had at our hotel, our priority is to provide excellent customer service throughout your stay. We would have liked to know your observations through this important medium.

6/10 Okay

Sean

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Restaurant Reservation system for a la carte dining was terrible. Having to wake up at midnight to try and book a reservation for the next day was not appreciated. Only got to visit two out of four restaurants in one week with trying every day for a reservation. Food itself was poor to average in quality and a lot of people complained about getting sick.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 25 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

2/10 Terrible

Christine

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed here March 17-20 2024 kids got hand foot and mouth disease. Place smelled nasty like poop and foul stale water . Your constantly waiting everywhere for food lack of places to grab a drink call for room service never answer. Nowhere at all to eat for a few hours in the day . Some places closed on a Monday . Like really this is a resort checking in was an absolute nightmare took at least an hour to get checked in . That was with the reception not waiting in line .
Stayed 3 nights in Mar 2024
Response from Sandos Caracol on 23 Mar 2024
On behalf of the entire team that makes up our hotel, we would like to extend a warm greeting and thank you for your sincere words regarding our services and your recent visit to our hotel. We are truly sorry to read that we did not meet your expectations, as part of a unique family we always strive to see our strengths and work as a team to improve on our weaknesses, please accept our apologies if at any time we did not make you feel as you expected.We appreciate your trust and you can rest assured that we will do our best to improve every day even more. Do not hesitate to contact us to provide you with the best possible service for your future stay.

8/10 Good

Robbi-Lee

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Its was good, food could have been better. Hard to book Ala cart
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 23 Mar 2024
On behalf of our team we thank you for taking the time to gather the details of your vacation experience at Sandos Caracol.All your comments have been forwarded to the General Management of the resort as guest satisfaction is our priority and rest assur

2/10 Terrible

Anita

Disliked: Cleanliness, staff & service, property conditions & facilities
We were a party of 13, the app only takes 6 people each reservation, the concierge Couldn’t help use. Unless we dropped 100$$ us. You have to stay up till midnight to book a table….when they are released for the next day.
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 22 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

6/10 Okay

Matthew Ryan

Travelled with family and small children
Liked: Cleanliness, amenities
Disliked: Staff & service
The resort is actually quite fun with a lot of great stuff. But the restaurant situation is inexcusable. They advertise a lot of great restaurants, but in reality its near impossible to get in any of them other than the standard buffets. Food at an all inclusive is important.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 22 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

4/10 Poor

Jennifer

Liked: Cleanliness, staff & service
Stayed 6 nights in Mar 2024
Response from Sandos Caracol on 22 Mar 2024
Agradecemos por habernos elegido y nos hubiera gustado conocer sus observaciones a través de este importante medio. ¡Saludos cordiales!

10/10 Excellent

Drew

Liked: Cleanliness, staff & service, property conditions & facilities
Our stay was amazing. Property, staff, food, everything was wonderful. The al a carte restraunts require reservations through an app or concierge so if you are traveling with a party bigger than two, prepare for that. The buffets were also delicious!! Would definitely go back!
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 18 Mar 2024
We want to express our sincere gratitude for the incredible stay you had at the property. We are pleased to hear that the staff was exceptional, the food was delicious, and the overall experience was wonderful. Noa is happy to know that the attention and efficiency in making reservations at the a la carte restaurants were to her liking, as well as the buffets exceeded her expectations.

8/10 Good

Travis

Travelled with family, Travelled with family and small children
Liked: Cleanliness, property conditions & facilities
Great smaller buildings amongst jungle and we saw lots of animals. There was a lot of waiting in line for food things to sign up or for the main buffet and things were not laid out well in the buffet and it would get jammed up (ice cream should be in it own area as people would line up and block other food). Maybe we went at a busy time but the app to get the restaurabts would not work and only a booking for 1 peraon would go through and we waited until midnight to sign up so we could actually get in. Overall the kids enjoyed it and lots of wildlife sightings.
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 18 Mar 2024
On behalf of our team we thank you for sharing your experience at our hotel. Your opinion is very motivating for our team. All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

6/10 Okay

Marcos

Travelled with family, Travelled with family and small children
Liked: Property conditions & facilities
The good: It’s a wonderful place, good amenities, good facilities and overall speaking staff is very friendly. The downside: the beach has rocks, so hard to enjoy the water and most important, if you go to this hotel, you must be patient with lines… 10 to 15 minutos in line to have breakfast or dinner and some restaurants (Asian and Brazilian) will require you to stay over an hour in a line to get a chance to book it :-). I really don’t understand what’s preventing the hotel management to build new restaurant to better serve customers (avoiding lines).
Stayed 7 nights in Mar 2024
Response from Sandos Caracol on 18 Mar 2024
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.