All You Need to Know About the Restaurant
at Sandos Caracol Eco Resort
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Restaurant review highlights
... and we managed to eat everywhere but the Japanese restaurant because it was booked. The kids played at the kids place...
... I have to give a huge shout out to Misael at the italian restaurant. Immediately upon us eating there for the first time he...
... sit down restaurants and all the buffets. The Japanese restaurant is the onlyone you need a reservation but it is...
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Wondering if we can make restaurant reservations a day or two before we arrive?
Answer from vicky1966
Jul 7 |
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Write a reviewWe just returned from Sandos Caracol eco resort and I must say it was absolutely amazing. We were a group of 14 with 7 adults and 7 kids from ages 2 to 11. Our family had a ground floor walkout king room, other rooms that our group had was a second floor king with a balcony and an king with bunkbeds by the water park. All the rooms were lovely and large. The only complaint I have for the entire trip is the front desk service is brutal. We were delayed coming in and arrived at the lobby at midnight. We stood in line for 1.5 hours waiting to check in. After traveling for 15 hours to have to stand in the hotel lobby for that amount of time was completely ridiculous. The worst part was at 1:30 two more employees finally came out to help. After the group before us stood there with an infant for 2 hours. It was unacceptable and a terrible way to be welcomed to the hotel. The front desk continued to disappoint through our trip. I would say of the week that we were there combined in our group we probably spent over 12 hours standing at the desk for various things. We also had requested a late checkout and they wouldn't give it to us. So we had to check our bags at the front desk for the day and come back an hour earlier to wait in line to get it back. We found out when picking up our bags that we could have had a late check out and our room was not occupied until 10 pm that night. We have a 2 year old that needed desperately to nap before traveling back to Canada and they were less than accommodating. The resort itself is completely amazing and the service through the rest of the resort was wonderful. The food was incredible and we managed to eat everywhere but the Japanese restaurant because it was booked. The kids played at the kids place a few times and loved it. We also did a few excursions to Tulum and the Dolphanarium which were both amazing. Make sure to plan to spend a lot on things like pictures on these excursions as they charge extra and it is expensive. The beach is beautiful but rocky going in to the ocean so I would suggest water shoes. The stores on site are super expensive but have everything you need if you forget something. We spent the majority of our time at the pool and on the beach. The sand is steps from the pool area so kids can easily go back and forth to both. One thing I found very good about this resort is everything is close together. I didn't find we had to walk for hours to get to where we want to go. Some of the rooms are further away but once you get to the main area of the resort everything is close by. I also found it very safe. There are two security sections to go through before you get in. They record who you are and room numbers when coming in and out so they know where you are going and when you come back. I was very impressed. I also found this to be one of the cleanest hotels/resorts I've ever been to. If you drop something on the ground it will be gone within minutes. There are not cups everywhere like at some all inclusive places. The restaurants and bars are all very well kept. The maids do a very thorough job of the rooms and the beach is free of any garbage. The activities on site were also beyond amazing. The water park is awesome and the kids all loved it. They visited the rescue animals on a daily basis and participated in pool activities and games daily. The shows at night were very well done. The kids were all dancing and loving the music and costumes. In general our trip was beyond what we expected and we all plan to go back again next year! I would highly recommend this hotel with the hopes that they improve the front desk service.
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Room Tip: Pool side rooms are the best to be close to everything
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort
Responded Jan 18, 2018
Dear guest, Thank you very much for your pleasant comment about your most recent experience at SandosCaracol Resort. We appreciate your compliments as well as your constructive criticism. We know how important it is our guests opinion to the continuous growth of our hotel, so thank you for that. Our front desk as you mentioned, is not perfect and we are truly sorry for the inconveniences,we definitely understand your perception, however we can not determine the arrival of future guests. We hope you come back really soon so we can surpass your expectations next time. Best regards
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Ok first I have to give a huge shout out to Misael at the italian restaurant. Immediately upon us eating there for the first time he was friendly and amazing at his job. After talking to him for a minute he asked me if I had a favorite mayan dish(I am familiar with Mayan food because I lived in the yucatan for some time.) I told him and he said let me check to see if we can make that. He went to talk to his boss and they came back to tell me it was possible. They asked what day I could come back and on that day just like they promised the meal was made soecial just for me and my family. This level of service is to be commended.
The resort itself is awesome. My kids loved the Waterpark and the animals. The Monkeys and Cuatis and racoons were fun to look at and see in the wild. The Beach is nice. Semi rocky but it was some great snorkiling. The kayaks are alot of fun too. The Cenote is basically a free swim anytime you want and is fun to swim in also. All the food was great. Our favorite was the italian food and the mexican food. The japaneese restaurant is included but you have to set up a reservation. Also some places dont allow sleeveless shirts for dinner.
Overall I give our experience 5 stars and would totally go back
The resort itself is awesome. My kids loved the Waterpark and the animals. The Monkeys and Cuatis and racoons were fun to look at and see in the wild. The Beach is nice. Semi rocky but it was some great snorkiling. The kayaks are alot of fun too. The Cenote is basically a free swim anytime you want and is fun to swim in also. All the food was great. Our favorite was the italian food and the mexican food. The japaneese restaurant is included but you have to set up a reservation. Also some places dont allow sleeveless shirts for dinner.
Overall I give our experience 5 stars and would totally go back
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort
Responded Aug 3, 2017
Dear Jchilo, Thank you very much for your pleasant comment about your most recent experience at SandosCaracol Resort. We appreciate your compliments to Misael and the whole staff. We know how important it is our guests opinion to the continuous growth of our hotel, so thank you for that. We hope to see you really soon. Best regards
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Just got back today from a week at this resort. I went with my son and my friend's family so three kids and three adults total in three rooms. The experience for me started out poorly. Upon arrival after all day travel from the west coast we arrived to the slowest check in process I have ever experienced in Mexico. I have been to this area of Mexico about five time now with three stays at all inclusive properties. I have to say that this was one of the worst check in processes ever. It literally took them 40-50 minutes per family to check you in and give you your bracelets. After a super slow check in, we were taken to our rooms. Upon arrival in the room, now around 9:45 pm after arriving at the resort before 8 pm. we were given a room in the 4100 building in the family section. Needless to say the room was not very clean, barely furnished with a rusted shower head and a very moldy jacuzzi tub. I was too tired to argue and switch but I did the next day and was promised a "rennovated" room on Monday. We stayed in the crappy room for two nights. On Monday around 5 PM, I was given keys to my "rennovated" room in the 7800 building of the family section. Very disappointed to see that the "rennovated" room was exactly like my old room but this time a bit cleaner and actually furnished. Here is the issue with this hotel. The family section has old ugly rooms and the newer rooms are reserved for the adult only Select section of their vacation club (timeshare) called the Royal Elite. That is where you will find modern and truly rennovated rooms. Even by Mexican standards, the rooms int he family section are at best a three star. They have these huge, useless round jacuuzzi tubs that are jetted and old which take a ton of water to fill. How is that "eco"??? They are old and moldy and I would not let my child even use them bc of this, you can see the mold around the jets of the tub. Additionally this resort gives very slow service with everything. there was one cocktail waitress working the main pool and beach so it's pretty much self serve. The food was decent, we ate at all the sit down restaurants and all the buffets. The Japanese restaurant is the onlyone you need a reservation but it is teppanyaki and with a poor air conditioner system, it was hotter inside the place than outside in the steaming hot jungle. The BBQ at the Brazilian restaurant was dry and poor quality. The best sit downs were La Rivera, Los Lirios (spotty services) and surprisingly a vegan restaurant called Salvia.
I think the overall problem with this Sandos resort is the lack of attention to detail. The tiles in the main pool and Tortuga pool are missing and my friend actually cut herself on one tile. The place overall has beautiful ground and a beautiful cenote which has the coolest temp water and really a great expereince in general but everything else was run down except for the adult sections and the Royal Elite timeshare sections which are the most modern, clean, and up to date areas of the resort. I come to Mexico to stay at nice places, nicer than my own house, that's what vacations are for so I cannot reccommend this resort for that. Also, it is in general very dirty in many public areas in the family section like the pools and the water park. It's not that well taken cared of and with slow service at the front desk and elswhere, I cannot recommend this property to any one despite the beautiful grounds, wildlife and natural setting. Such a missed opportunity to have something truly special but the details make the difference.
As for the beach, it is lovely but VERY VERY rocky. You definitely need water shoes to use the beach and while the water is clear and beautiful, it is not super deep, I am bout 5 feet tall and was able to stand up at any given point. Also, the beach chairs are old and many broken except for the Royal Elite sections, again lack of attention to detail. Tip: swim in the cenote, it has the coolest water.
Tip: Ask for a rennovated room, which is only a slightly better room, you have to stay at the Royal Elite timeshare area for a really modern upgraded room, adult section might have better rooms but I doubt it. They promote their vacation club/timeshare over the regular hotel and this is where they spend their money on rooms and service.
If you want a place that is unique and beautiful, staying at the jungle rather than at the beach (Only Royal Elite time share rooms have beach front/views) stay here but don't expect much in terms of nice rooms or good service.
Tip: only certain classes of bracelets get room service. Green bracelets do not get room service.
I think the overall problem with this Sandos resort is the lack of attention to detail. The tiles in the main pool and Tortuga pool are missing and my friend actually cut herself on one tile. The place overall has beautiful ground and a beautiful cenote which has the coolest temp water and really a great expereince in general but everything else was run down except for the adult sections and the Royal Elite timeshare sections which are the most modern, clean, and up to date areas of the resort. I come to Mexico to stay at nice places, nicer than my own house, that's what vacations are for so I cannot reccommend this resort for that. Also, it is in general very dirty in many public areas in the family section like the pools and the water park. It's not that well taken cared of and with slow service at the front desk and elswhere, I cannot recommend this property to any one despite the beautiful grounds, wildlife and natural setting. Such a missed opportunity to have something truly special but the details make the difference.
As for the beach, it is lovely but VERY VERY rocky. You definitely need water shoes to use the beach and while the water is clear and beautiful, it is not super deep, I am bout 5 feet tall and was able to stand up at any given point. Also, the beach chairs are old and many broken except for the Royal Elite sections, again lack of attention to detail. Tip: swim in the cenote, it has the coolest water.
Tip: Ask for a rennovated room, which is only a slightly better room, you have to stay at the Royal Elite timeshare area for a really modern upgraded room, adult section might have better rooms but I doubt it. They promote their vacation club/timeshare over the regular hotel and this is where they spend their money on rooms and service.
If you want a place that is unique and beautiful, staying at the jungle rather than at the beach (Only Royal Elite time share rooms have beach front/views) stay here but don't expect much in terms of nice rooms or good service.
Tip: only certain classes of bracelets get room service. Green bracelets do not get room service.
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Room Tip: When staying the family section ask for a "Rennovated" room, don't expect much.
Cleanliness
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Sandos_Caracol, Gerente at Sandos Caracol Eco Resort
Responded Aug 4, 2016
Dear Jean K, We would like to thank you for taking the time to share this review regarding your experience at Sandos Caracol, as it is our best resource to continuously improve our services. Please accept our most sincere apologies for not being able to serve to our best and meet your expectations. We assure you that improvement in all our services is an ongoing process and our priority is every guests’ satisfaction; we are constantly and currently improving our installations, the public areas, and the quality of rooms. . Of course this won’t excuses for the inconveniences you encountered but at least you should learn we, as a resort, are currently systematically upgrading our facilities,performing regular maintenance works, refurbishing restaurants and other public areas. In the next few months a great amount of our rooms will be completely renovated and the hotel will even feature a new section additional to the already existing ones, all in order to provide amazing experiences in a unique environment to those who choose us as their hotel destination. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience and service that so many of our guests have grown so fond of. Sincerely, The Management Sandos Caracol Eco Resort webrelations.caracol@sandos.com
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
+1
The Sandos Caracol is an amazing resort for adults and families alike. Our stay was made into a six star experience by Jessica, Rafael and Chef Ashton ROBINSON. We have been lucky enough to have travelled to many major cities and resorts around the world. Chef ROBINSON is an outstanding chef preparing six star food, comparable and sometimes better than some of the best restaurants in the world. Thank you for making our stay so special. Each a la carte restaurant staff were outstanding. They made us feel special at every meal. Thank you again
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Value
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort
Responded Feb 13, 2019
Dear Mark, Thank you for choosing to stay at Sandos Caracol Eco Resort and allowing us to be the home of this amazing experience for you and your family. We thank you for the direct compliments to our staff, be assured that we will let them know about your great opinion. We will love to have you back here at your home away from home in the near future. Kind Regards
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This review is HUGE but there's so much to share! Just got back from a 2 week stay as a family of 5 in two separate rooms. I read the reviews before going and was well aware of other reviewers comments both good and bad. I have stayed at many different all inclusive's on both east and west coasts, so I feel I have a good frame of reference for my review.
LAYOUT OF RESORT:
PROS: This resort is very big. If you like the idea of being on a sprawling resort, you will like this one. You will get tons of walking in and around the path network.
CONS: If you have any mobility issues or really small kids, ensure you get a room either close to the main pool or close to the reception area. Or even take a stroller as some guests did. The golf carts will come and get you if you have a disability but there can sometimes be a wait.
FRONT DESK:
PROS: Concierge (attached but around corner from main check in) desk was always open and rarely a wait to get assistance with pretty much anything you need.
CONS: At main check in / check out, there is no identifiable place to queue. When we checked in , we were one of 2 families so it wasn't an issue but other times I walked past, it was kind of chaotic. When we checked in, a family came up and was there wanting to make a room change and rudely barged in front of us. We had to tell them there was a line but honestly, it's one big desk with 2-3 people manning it at one time. The funny thing is, they have a carpet and 2 ropes showing where the Royal Elite are to go but there was only ever 1 or 2 people there at one time. The main check in desk had dozens of people sometimes. So the resort understands the idea but maybe needs to include this type of system for the main check in desk.
The time share people that other's wrote about will approach you upon arrival and say they are your 'personal concierge' and to come see them when you are done checking in. They aren't. They have nothing to do with the concierge desk that is attached to the main check in desk. They dress very similarly to the main desk staff. When asked directly if they were time share staff, they said, without saying no, that they were there to give us information about the resort. They sit directly opposite to the check in desk and are the time share people. We just told them no thank you and it was fine. We were not harassed.
At every other resort I have stayed at, there has always been a welcome drink handed to me while in line for check in, This resort missed the opportunity with that for us. I did notice a large container of punch? Off to the side with glasses for helping yourself. I think the personal touch of having staff hand you a drink makes a wonderful first impression and something that Sandos could easily make happen.
GOLF CARTS :
PROS: Golf cart rides - upon check in and check out, or for those with disabilities, they will take you to and from your room on demand. I also had a need when my son was feeling ill and they drove us to our room straight away.
CONS: We pre-booked a cart for check out. It was 25 mins late. When we called to see where they were, they asked 'Are you ready?' Ummmm,,,,,,,,yes, 25 mins ago.
ROOMS:
PROS: spacious rooms - our king room had a desk and chair and a couch in it as well. Large bathroom area and lots of closet space to hang clothes. I found the bed comfy and the air conditioning worked well. Little balcony that we didn't use but was a nice touch.
CONS: needs updating. Lots of chipped paint, smudges on paint on walls, just overall kind of warn. Even some of the clean linens were stained or had small tears. Not something to freak out about as it didn't spoil my stay - just something that I think needs to be attended to that would make such a huge improvement. And in our room, the drapes did not fit the windows!! It was weird - they were several inches to narrow so there was always a gap of light coming in in the morning. Again - not something that ruined my stay but an easy fix.
Some of the resort has been updated and there is construction going on right now. In fact, we stayed in building 43. It's an interesting spot - on the map it almost looks like an afterthought. The building is situated right next to the perimeter wall of the resort and right next to the main entrance for the construction workers. On the opposite side of that wall (that we saw every day coming and going from our room on the second floor) was what looked like a garbage dump. No kidding - it was piles and piles of construction debris, workers sitting and talking and eating, a shanty-shack set up where I think they could buy food at and a couple of times, music playing from a car stereo in the morning. From the perspective of the resort - it is the ONLY building that was even close to the workers entrance - why even use it for guests right now? I'm pretty easy going and considered changing rooms but we were settled in and moving 5 people is work, re-packing and such.
Due to the construction, we also had to deal with the path we needed to use to get to the entrance of our building being roped off. Yes - we had to climb under or over a rope every time we went to the room OR walk over very broken pavement and through the construction workers entrance just to get to our rooms. Again, I am flexible but at the same time - why even use that building??? It shines such a poor light on the resort and makes such a negative impression. We all understand construction and you can't shut down everything to do it but it's one building.
RESORT COMMON AREAS:
PROS: Jungle feeling - the resort is lush. Lots of trees and vegetation, cenotes, ruins, etc. With that, there were lots of birds, iguana, coatis and monkeys. Sets this resort apart from others, for sure. There were lots of vendors with tables selling wares. You really don't need to go to town for souvenirs. There were a few there daily and then on certain days/evenings, there were multiple vendors to choose from.
There's a big board beside the gift shop that tells you what the entertainment/activities are for the day.
Nice gift shop and jewelry store
Paths are wide and lighting is decent at night. Main paths are mostly stamped concrete and level.
CONS: you can get lost easily. It took a few days and a downloaded map to follow. There are maps throughout the resort but having a downloaded one was easier. Maybe something the resort can give guests a link to at check in?
FOOD:
PROS: There are lots of food options - reservations were not needed at a la carts, except for tepanyaki. There was food available 24 hours a day. You WILL find something you like. Tons of fresh fruit, veg and bread. They make fresh pizza's with fresh dough right in front of you.
Lobby bar has the strongest drinks.
We found the steak house (try the provoletta and the filet mignon) and the italian (try the mean lasagna) to have the best food. Best times to go are before 7. After 7, you may have to wait for a table. One night, the steak house was closed for a private event but we had no idea (see my review below on 'communication')
For dessert - go to the mediteranean, They can do a creme brulee not half bad! (although I have no idea why it's not chilled - it comes room temp) They also have banana splits, which is really just some nice hard ice cream with a banana on top. The chocolate fondant is reminiscent of a two bite brownie with ice cream which is nice as well.
CONS: lots of time it really seemed hit and miss. One time the pasta was great, the next it was horribly overcooked. One time the hard boiled eggs were perfect, the next they looked like they'd all been dropped on the floor and were way overcooked. The exact same steak ordered the exact same way was overcooked 1:3 times. Most bread was excellent and then the pita I got with the chicken souvlaki at the mediterranean restaurant was literally as hard as a cracker.
I have always known that all inclusives re-purpose food. This resort struggled with doing it in a way that wasn't obvious. Last night's left over lasagna was cut up and had cheese melted on top. Leftover hot dogs were cut up and put in with some potatoes at breakfast. I think if a little more creativity was used, it could be so much better.
I think that waiting 10 minutes to get cooked to order eggs way too long. There was one lady cooking eggs on one grill but right beside her was a second grill but no one working it. The line was LONG and blocked out a section of the buffet food in the process. Sandos - please please please have 2 people cooking eggs. If that means not having it in the italian restaurant in the morning, then do it! I feel that doing something right in one spot makes more sense than doing it poorly in 2. My husband really wanted over easy eggs. This always resulted in the rest of us being done eating by the time he got to the table, the wait was that long.
This could happen anywhere BUT, 4 out of 5 of us got sick. My son (8) threw up the third night and then was fine after that. Myself, my husband and my mother in law all ended up with days and days worth of digestive issues. It really put a damper on our fun. We tried to figure out what it was but we all ate differently. I am certain that some hot food isn't hot enough and some food that should be kept cold, isn't (salad dressings, rice pudding, etc.)
I rarely drink so I feel and taste alcohol from the first one. This resort waters down their alcohol more than any resort I have ever been to. Truly difficult for this non-drinker to even get her buzz on!
CLEANLINESS:
PROS: room was cleaned well daily. That said, it was hit and miss with the linens. For the first several days, there were no face cloths. I assumed the resort just didn't use them until my mother in law came over with one! Then, we might get 2 towels or 3 or 1. It was all over the place. Sometimes, there was no bath mat, sometimes there was. A note left with the tip for more towels worked and we got them that day.
There were often leaf blowers and gardeners taking care of the grounds.
CONS: I hate to say it but a lot of the resort was filthy. There isn't any other way to say it. I had come to the main pool several times to see garbage and food scraps all over the pool deck. I personally witnessed a cleaning staff knock over a cup of orange soda and spill it all over the pool deck. She picked up the cup and walked away. Hours passed and nothing was done to clean the spill. Same thing outside the kids club - a dropped plate of fries and katchup was spilled on the ground. Fries were cleaned up but the katchup was left there and not cleaned up at all. It just baked away in the sun for days. In any other resort, I have watched staff hose off the pool deck every night. Rinse off bird droppings, sun block, food and spilled drinks off deck chairs every night. Clean the balcony of the room. Power wash the walking paths. NONE of that was done in the 2 weeks I was there.The walking paths are almost black in areas.
The only entrance and exit to the main buffet is across a mangrove/swampy area. There's turtles in it - cute, right? Until it hits you. The smell. By far the WORST smell I have ever smelled. It was almost like raw sewage? Right as I am going in to eat? We witnessed many people holding their noses, covering their faces, holding their breath , commenting and/or making faces. It truly is awful and I feel it desperately needs to be addressed. Whatever is going on in that body of water needs to be fixed or taken out. Or enclose the entire walkway to the restaurant. It's one of the most unpleasent experiences I have ever had at an all inclusive resort.
The Tortuga pool had a 'grand re-opening' while we were there. We just happened to stumble upon it, and we were so glad we did! I guess they had just finished some renovations. It was nice and clean but over the course of the following 2 weeks, it got dirtier and dirtier. There were literally puddles of dirty water all over the pool deck. Our feet were filthy after walking around the pool decks. I know this is an eco resort and that has an effect on water usage. I feel that cleanliness has to be a priority for a resort. When you are paying thousands of dollars on a vacation, I expect to not have to tip toe over mud puddles at the pool or walk through sticky spilled soda. There are lots of other ways to be eco friendly while keeping the resort clean and tidy.
SERVICE:
PROS: Concierge desk was always very helpful. The ladies in the kids club were always good with the kids. The gentleman who minded the gym was really good as well.
CONS: at the buffet, eventually a server would come and ask you if you'd like something to drink but it was always very very slow. If you got a refill without having to flag someone down, you were lucky. Dirty plates piled up on the table. In other resorts, the wait staff in the buffet would waive you over to a table in their section, have a smile and a 'good morning' and pull out your chair for you. Ask you what they could bring you to drink and by day 2 or 3, knew already what you liked and would anticipate your needs. They would even learn my kids names. There also seemed to be seperate wait staff and bussing staff but at Sandos it looked like wait staff did their own bussing.
I feel that Sandos buffet staff need just a few tweaks to make the kind of impression that garners consistant tips. I didn't see many people tipping at Sandos and I can see why. I tried one morning to flag over a server, ask for our drink order and hand him a tip immediately to see what would change. Nothing. Same slow service.
In the restaurants, the service is remarkably better. I'm not sure why there's such a difference but the buffet staff could do so much better tip wise with a little more attention to detail.
The kids club opens at 10 and then closes from 1-2 each day. All other kids clubs we've used don't shut down for an hour in the middle of the day - they just stagger breaks.
I wanted to love this resort. It has soooo much potential to be just amazing! The location is beautiful, the space and layout is outstanding. The wildlife is like no other resort I've been to. I really think that with some attention to the smaller details, it really could be 5 star! I feel like it's so big and there's the sense of 'trying to do it all'. People tend to remember the little things - I mean, I won't ever forget the ketchup and the spilled soda. They are such random and small stupid things that are easy for a resort to attend to in a more effective way.
All in all, our trip was good even though you can see the cons outweighed the pros. We always make the best of what we are given and are thankful that we are able to afford to go on such a holiday as a family.
If you have already chosen this resort - you WILL have a great time. Knowing what to expect ahead of going can be really helpful in enjoying your stay. Here's some tips:
know that if you want to move rooms, they will do what they can but you may need to wait a day or 2 to get it done
try finding wait staff you can connect with and then sit in their section daily
keep an eye on the activity board for what's happening
make your tepanyaki reservation several days in advance with the concierge
download a map of the resort onto your phone
the monkeys seemed to come out to play in the mornings and then around 3pm. they hang out mostly where the deer enclosure is
if you get good service, TIP!!! We spoke with a local who is an accountant and we asked him what exactly hotel workers get paid.(You hear rumors about how little it is and I never knew if that was just rumor or reality) It's 80 pesos a day. That's around $5.50 CAD a day. They all work 6 days a week and rent for a condo in mexico is approx. $200/month. They NEED tips to live.
Feel free to message me if you have further questions!
LAYOUT OF RESORT:
PROS: This resort is very big. If you like the idea of being on a sprawling resort, you will like this one. You will get tons of walking in and around the path network.
CONS: If you have any mobility issues or really small kids, ensure you get a room either close to the main pool or close to the reception area. Or even take a stroller as some guests did. The golf carts will come and get you if you have a disability but there can sometimes be a wait.
FRONT DESK:
PROS: Concierge (attached but around corner from main check in) desk was always open and rarely a wait to get assistance with pretty much anything you need.
CONS: At main check in / check out, there is no identifiable place to queue. When we checked in , we were one of 2 families so it wasn't an issue but other times I walked past, it was kind of chaotic. When we checked in, a family came up and was there wanting to make a room change and rudely barged in front of us. We had to tell them there was a line but honestly, it's one big desk with 2-3 people manning it at one time. The funny thing is, they have a carpet and 2 ropes showing where the Royal Elite are to go but there was only ever 1 or 2 people there at one time. The main check in desk had dozens of people sometimes. So the resort understands the idea but maybe needs to include this type of system for the main check in desk.
The time share people that other's wrote about will approach you upon arrival and say they are your 'personal concierge' and to come see them when you are done checking in. They aren't. They have nothing to do with the concierge desk that is attached to the main check in desk. They dress very similarly to the main desk staff. When asked directly if they were time share staff, they said, without saying no, that they were there to give us information about the resort. They sit directly opposite to the check in desk and are the time share people. We just told them no thank you and it was fine. We were not harassed.
At every other resort I have stayed at, there has always been a welcome drink handed to me while in line for check in, This resort missed the opportunity with that for us. I did notice a large container of punch? Off to the side with glasses for helping yourself. I think the personal touch of having staff hand you a drink makes a wonderful first impression and something that Sandos could easily make happen.
GOLF CARTS :
PROS: Golf cart rides - upon check in and check out, or for those with disabilities, they will take you to and from your room on demand. I also had a need when my son was feeling ill and they drove us to our room straight away.
CONS: We pre-booked a cart for check out. It was 25 mins late. When we called to see where they were, they asked 'Are you ready?' Ummmm,,,,,,,,yes, 25 mins ago.
ROOMS:
PROS: spacious rooms - our king room had a desk and chair and a couch in it as well. Large bathroom area and lots of closet space to hang clothes. I found the bed comfy and the air conditioning worked well. Little balcony that we didn't use but was a nice touch.
CONS: needs updating. Lots of chipped paint, smudges on paint on walls, just overall kind of warn. Even some of the clean linens were stained or had small tears. Not something to freak out about as it didn't spoil my stay - just something that I think needs to be attended to that would make such a huge improvement. And in our room, the drapes did not fit the windows!! It was weird - they were several inches to narrow so there was always a gap of light coming in in the morning. Again - not something that ruined my stay but an easy fix.
Some of the resort has been updated and there is construction going on right now. In fact, we stayed in building 43. It's an interesting spot - on the map it almost looks like an afterthought. The building is situated right next to the perimeter wall of the resort and right next to the main entrance for the construction workers. On the opposite side of that wall (that we saw every day coming and going from our room on the second floor) was what looked like a garbage dump. No kidding - it was piles and piles of construction debris, workers sitting and talking and eating, a shanty-shack set up where I think they could buy food at and a couple of times, music playing from a car stereo in the morning. From the perspective of the resort - it is the ONLY building that was even close to the workers entrance - why even use it for guests right now? I'm pretty easy going and considered changing rooms but we were settled in and moving 5 people is work, re-packing and such.
Due to the construction, we also had to deal with the path we needed to use to get to the entrance of our building being roped off. Yes - we had to climb under or over a rope every time we went to the room OR walk over very broken pavement and through the construction workers entrance just to get to our rooms. Again, I am flexible but at the same time - why even use that building??? It shines such a poor light on the resort and makes such a negative impression. We all understand construction and you can't shut down everything to do it but it's one building.
RESORT COMMON AREAS:
PROS: Jungle feeling - the resort is lush. Lots of trees and vegetation, cenotes, ruins, etc. With that, there were lots of birds, iguana, coatis and monkeys. Sets this resort apart from others, for sure. There were lots of vendors with tables selling wares. You really don't need to go to town for souvenirs. There were a few there daily and then on certain days/evenings, there were multiple vendors to choose from.
There's a big board beside the gift shop that tells you what the entertainment/activities are for the day.
Nice gift shop and jewelry store
Paths are wide and lighting is decent at night. Main paths are mostly stamped concrete and level.
CONS: you can get lost easily. It took a few days and a downloaded map to follow. There are maps throughout the resort but having a downloaded one was easier. Maybe something the resort can give guests a link to at check in?
FOOD:
PROS: There are lots of food options - reservations were not needed at a la carts, except for tepanyaki. There was food available 24 hours a day. You WILL find something you like. Tons of fresh fruit, veg and bread. They make fresh pizza's with fresh dough right in front of you.
Lobby bar has the strongest drinks.
We found the steak house (try the provoletta and the filet mignon) and the italian (try the mean lasagna) to have the best food. Best times to go are before 7. After 7, you may have to wait for a table. One night, the steak house was closed for a private event but we had no idea (see my review below on 'communication')
For dessert - go to the mediteranean, They can do a creme brulee not half bad! (although I have no idea why it's not chilled - it comes room temp) They also have banana splits, which is really just some nice hard ice cream with a banana on top. The chocolate fondant is reminiscent of a two bite brownie with ice cream which is nice as well.
CONS: lots of time it really seemed hit and miss. One time the pasta was great, the next it was horribly overcooked. One time the hard boiled eggs were perfect, the next they looked like they'd all been dropped on the floor and were way overcooked. The exact same steak ordered the exact same way was overcooked 1:3 times. Most bread was excellent and then the pita I got with the chicken souvlaki at the mediterranean restaurant was literally as hard as a cracker.
I have always known that all inclusives re-purpose food. This resort struggled with doing it in a way that wasn't obvious. Last night's left over lasagna was cut up and had cheese melted on top. Leftover hot dogs were cut up and put in with some potatoes at breakfast. I think if a little more creativity was used, it could be so much better.
I think that waiting 10 minutes to get cooked to order eggs way too long. There was one lady cooking eggs on one grill but right beside her was a second grill but no one working it. The line was LONG and blocked out a section of the buffet food in the process. Sandos - please please please have 2 people cooking eggs. If that means not having it in the italian restaurant in the morning, then do it! I feel that doing something right in one spot makes more sense than doing it poorly in 2. My husband really wanted over easy eggs. This always resulted in the rest of us being done eating by the time he got to the table, the wait was that long.
This could happen anywhere BUT, 4 out of 5 of us got sick. My son (8) threw up the third night and then was fine after that. Myself, my husband and my mother in law all ended up with days and days worth of digestive issues. It really put a damper on our fun. We tried to figure out what it was but we all ate differently. I am certain that some hot food isn't hot enough and some food that should be kept cold, isn't (salad dressings, rice pudding, etc.)
I rarely drink so I feel and taste alcohol from the first one. This resort waters down their alcohol more than any resort I have ever been to. Truly difficult for this non-drinker to even get her buzz on!
CLEANLINESS:
PROS: room was cleaned well daily. That said, it was hit and miss with the linens. For the first several days, there were no face cloths. I assumed the resort just didn't use them until my mother in law came over with one! Then, we might get 2 towels or 3 or 1. It was all over the place. Sometimes, there was no bath mat, sometimes there was. A note left with the tip for more towels worked and we got them that day.
There were often leaf blowers and gardeners taking care of the grounds.
CONS: I hate to say it but a lot of the resort was filthy. There isn't any other way to say it. I had come to the main pool several times to see garbage and food scraps all over the pool deck. I personally witnessed a cleaning staff knock over a cup of orange soda and spill it all over the pool deck. She picked up the cup and walked away. Hours passed and nothing was done to clean the spill. Same thing outside the kids club - a dropped plate of fries and katchup was spilled on the ground. Fries were cleaned up but the katchup was left there and not cleaned up at all. It just baked away in the sun for days. In any other resort, I have watched staff hose off the pool deck every night. Rinse off bird droppings, sun block, food and spilled drinks off deck chairs every night. Clean the balcony of the room. Power wash the walking paths. NONE of that was done in the 2 weeks I was there.The walking paths are almost black in areas.
The only entrance and exit to the main buffet is across a mangrove/swampy area. There's turtles in it - cute, right? Until it hits you. The smell. By far the WORST smell I have ever smelled. It was almost like raw sewage? Right as I am going in to eat? We witnessed many people holding their noses, covering their faces, holding their breath , commenting and/or making faces. It truly is awful and I feel it desperately needs to be addressed. Whatever is going on in that body of water needs to be fixed or taken out. Or enclose the entire walkway to the restaurant. It's one of the most unpleasent experiences I have ever had at an all inclusive resort.
The Tortuga pool had a 'grand re-opening' while we were there. We just happened to stumble upon it, and we were so glad we did! I guess they had just finished some renovations. It was nice and clean but over the course of the following 2 weeks, it got dirtier and dirtier. There were literally puddles of dirty water all over the pool deck. Our feet were filthy after walking around the pool decks. I know this is an eco resort and that has an effect on water usage. I feel that cleanliness has to be a priority for a resort. When you are paying thousands of dollars on a vacation, I expect to not have to tip toe over mud puddles at the pool or walk through sticky spilled soda. There are lots of other ways to be eco friendly while keeping the resort clean and tidy.
SERVICE:
PROS: Concierge desk was always very helpful. The ladies in the kids club were always good with the kids. The gentleman who minded the gym was really good as well.
CONS: at the buffet, eventually a server would come and ask you if you'd like something to drink but it was always very very slow. If you got a refill without having to flag someone down, you were lucky. Dirty plates piled up on the table. In other resorts, the wait staff in the buffet would waive you over to a table in their section, have a smile and a 'good morning' and pull out your chair for you. Ask you what they could bring you to drink and by day 2 or 3, knew already what you liked and would anticipate your needs. They would even learn my kids names. There also seemed to be seperate wait staff and bussing staff but at Sandos it looked like wait staff did their own bussing.
I feel that Sandos buffet staff need just a few tweaks to make the kind of impression that garners consistant tips. I didn't see many people tipping at Sandos and I can see why. I tried one morning to flag over a server, ask for our drink order and hand him a tip immediately to see what would change. Nothing. Same slow service.
In the restaurants, the service is remarkably better. I'm not sure why there's such a difference but the buffet staff could do so much better tip wise with a little more attention to detail.
The kids club opens at 10 and then closes from 1-2 each day. All other kids clubs we've used don't shut down for an hour in the middle of the day - they just stagger breaks.
I wanted to love this resort. It has soooo much potential to be just amazing! The location is beautiful, the space and layout is outstanding. The wildlife is like no other resort I've been to. I really think that with some attention to the smaller details, it really could be 5 star! I feel like it's so big and there's the sense of 'trying to do it all'. People tend to remember the little things - I mean, I won't ever forget the ketchup and the spilled soda. They are such random and small stupid things that are easy for a resort to attend to in a more effective way.
All in all, our trip was good even though you can see the cons outweighed the pros. We always make the best of what we are given and are thankful that we are able to afford to go on such a holiday as a family.
If you have already chosen this resort - you WILL have a great time. Knowing what to expect ahead of going can be really helpful in enjoying your stay. Here's some tips:
know that if you want to move rooms, they will do what they can but you may need to wait a day or 2 to get it done
try finding wait staff you can connect with and then sit in their section daily
keep an eye on the activity board for what's happening
make your tepanyaki reservation several days in advance with the concierge
download a map of the resort onto your phone
the monkeys seemed to come out to play in the mornings and then around 3pm. they hang out mostly where the deer enclosure is
if you get good service, TIP!!! We spoke with a local who is an accountant and we asked him what exactly hotel workers get paid.(You hear rumors about how little it is and I never knew if that was just rumor or reality) It's 80 pesos a day. That's around $5.50 CAD a day. They all work 6 days a week and rent for a condo in mexico is approx. $200/month. They NEED tips to live.
Feel free to message me if you have further questions!
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Room Tip: top floor closer to pool or reception
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
Response from Sandos_Caracol, Gerente at Sandos Caracol Eco Resort
Responded Dec 10, 2016
Dear Jennifer O, Thank you for taking the time to share your extensive review with us. Please allow us to apologize for the inconveniences you encountered during your stay. We are truly sorry for the trouble caused by the renovation on site. Here at Sandos we are always trying to improve in every single aspect, including our service, our installations, and everything that needs to be tune up. We assure you that everything you mentioned regarding the cleanliness if our resort, the service at the buffets, the big line, and all the rest of the details will be revised, and we will act accordingly where needed to correct or improve where necessary. Thank you for recognizing all the other great details about our resort, such as the vast area, nature surroundings, fauna, and our hard working staff at concierge and the kids club. We assure you that our staff's best reward is to hear that their service is appreciated. We would certainly be expecting for your return with open arms, prepared to provide you with the best service and attention in every aspects of your stay with us. Best regards, Giovanna Barbieri Sandos Caracol Eco Resort webrelations.caracol@sandos.com
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Questions & answers about the restaurant
Nic asked a question Jan 2024
Passport07089934106 asked a question Oct 2022
Answer from John G
Dec 2021 |
No need to reserve, apart from the Japanese, either turn up early or wait a while with a drink outside. Being early diners we managed 5 visits to the steakhouse, 3 to the Mediterranean and 2 Japanese. Hope that helps
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