Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Welcome to Sandos Caracol Eco Resort, your “home away from home” in the Riviera Maya. The giant water park, world-class entertainment, and the beautiful beach location Sandos Caracol Eco Resort is one of the best all-inclusive resorts in Riviera Maya for both families and adults. Here at Sandos Caracol we aim to make your stay as relaxing and enjoyable as possible, which is why so many guests continue to come back year after year. We have lots of exciting accommodation options to suit the needs of all travelers looking for an unforgettable Riviera Maya all-inclusive vacation. Take your pick from fully furnished spacious villas, to family friendly room options including standard rooms and chic penthouse suites with an ocean view. There is also an adult's only section which includes adult’s only facilities and exclusive areas. Whether you want to enjoy breakfast next to the pool, or lunch by the beach with views of the Caribbean Sea, you’ll find everything
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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Sandos Caracol Eco Resort garners mixed reviews, with guests praising its eco-friendly atmosphere and immersive jungle activities while critiquing the service and value. While the wildlife and family-oriented activities are highlights, travelers call out slow service at bars and challenges with restaurant reservations.
Opinions on rooms are divided; some appreciate their spaciousness, while others point out maintenance and cleanliness issues. The resort's location receives both praise for its seclusion and criticism for not meeting expectations.
Location
Misleading
Atmosphere
Sustainable
Rooms
Dated
Value
Expensive
Cleanliness
Mixed
Service
Disorganized
Amenities
Underwhelming
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I write this review as I sit on the beautiful beach on our last day. I would say that this hotel is not for people who wish to be waited on hand and foot who enjoy the five star treatment or dislike children. However, if you do want to stay somewhere a little bit different, with so many activities and to experience being part of the jungle this is perfect for you. You will most likely be woken up but spider monkeys, greeted by coati’s and swim with fishes and turtles in the hotels cenotes. My partner and myself enjoyed the dia de muertos (day of the dead) celebrations the most at this hotel if you can plan your trip for around this time of year I would absolutely recommend. The food at the hotel is so so; we booked this resort mostly because of the advertisement of a vegan a la carte so we was most disappointed to find this was not open and had been turned into a meat only snack bar. From a vegetarian’s point of view it would of been nice had there been more of a variety or even French fries at the snack bar. On the other hand most restaurants did provide us with a vegetarian meal and even in some places a vegan meal. Our favourite restaurant was La Riviera this is located on the beach. Another disappointment we found was that our toilet seemed to keep blocking and we was not made aware of the no toilet role in the toilet rule, even after we worked out about the toilet role the toilet still seemed to block so the poor handy man was called out on several occasions. The showers are also quite detrimental from freezing cold to boiling hot. Another snig we had and I must say this is not the hotels fault but we had people being very loud between 2-5am on our first few nights and even after we asked them to be quite they didn’t seem to be considerate. As we was in the family area we didn’t really think this was on, especially with all the babies and young children around. Originally we was supposed to be in adults only select club as this would have suited us more but this holiday was cancelled (thanks BA) so we was in the superior Eco room instead. We actually preferred these rooms even though we were surrounded by children not that I mind, the rooms where very spacious and the bed is absolutely massive in quite a good area too. Some of the select club rooms looked a bit more dated and some over looked the car park rather then the jungle which was what we wanted. My tips if you are staying at this hotel would be bring water shoes because the sea is very rocky, bring reusable straws as this is an ECO resort and they do not have them and they are 5$ in the store, buy crisps (chips) while you’re out and about or from the stalls in the evening, if you ever see French fries at the buffet stack up and on Sundays the buffet does sushi! Also bug spray because these bugs are B***ches
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Date of stay: November 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from WebRelations Caracol, Owner at Sandos Caracol Eco Resort
Responded Nov 11, 2021
Dear Chloejwx, Thank you for your valuable comments, we are glad to read that you've appreciated the natural essence of the resort and its activities. We will review your observation regarding the food and beverage and will offer more vegearian and vegan variety in order to please all our guests. We hope to have the opportunity to serve you again and improve your perception in the future. Regards. Giovanna Barbieri Quality Manager
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I stayed at Sandos Resort, I am still here. I paid $1700 cad per 1 person to stay here for 1 week and I definitely got stiffed! Diarhhea (pure water) and I've been to Mexico 3 times previously without getting diarhhea one time. Also, NO BEACH, it is all rock and coral reef, don't believe me? Come book a trip and see yourself! Lol. Want to chill by the pool? Well keep on dreaming because even if you arrive at 10am there are no benches/chairs left! You can wait allll day, none are becoming available, lol. The food reminds me of Cuba (limited ingredients and resources) very poor. You want chicken? U might find a tiny bit, only beef/pork at this resort. Surprising considering how much $$ they get from each person. Ac in your room will probably be broken, room may be dirty (not bed sheets but everything else). Your wifi may not work. Room service consists of nothing, there are no options, they don't want to encourage room service, rather go to buffet. Lock up your stuff!! I've been locking up everything when I step out, my friend told me while I was already here, that her ring, ipad mini and her bracelet went missing. She admit she should have locked it up. Hand towels? Face cloths? No such thing here. Water is brown, leaves very weird layer on my hair and body, can't wait to go home to have a real shower. And NO, I do not want a massage! And NO, I do not want to buy your timeshare for $10,000usd that expires in 5 years if I do not use it. Check in line ups are ridiculous!! Same with checkout. PROS: MONKEYS! If you want the monkeys to come to you, you must take ripe baby bananas from the buffet. The jungle all around is amazing, but not enough for me to come back just for that. Stay 2 resorts over at Hotel Grand Princess Riviera or don't do Mexico at all! It's dirty and overpriced. If u don't care about food or communism, go to Cuba, beaches will make u faint. Or Hawaii if u can go to US, just somewhere other than Mexico lol. Gotta go now I got water coming out of my butt!
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Date of stay: May 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from WebRelations Caracol, Owner at Sandos Caracol Eco Resort
Responded May 2, 2022
Dear Kapreece D, We are very sorry to read about the inconveniece you've had at the resort. Be sure that we have strict health and safety protocols and hygiene procedures in all the food handling areas, severe internal and external audits to make sure the food temperatures and paaramets are within the international and local standars. We regret that you've had discomfort and hope you had a full recovery by now. We are working hard to improve the aspects you mention and offer more pleasant experiences to our guests. Regards. Giovanna Barbieri Quality Manager
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I have been previously to this resort and never experienced such a nightmare. We had 6 rooms as we were traveling with multiple family members, all ages.
Many mistakes were made on the rooms. We all had requested two beds in each room and paid for it. 4 bedrooms out of the 6 had one king bedroom. When going to customer service and concierge, no solution was given until the 3rd day. The service was the worse. Even the manger Jair was very rude and with the worse attitude. He let us know that they were fully booked and they did the best they could assigning bedrooms and to accommodate even if we had paid and specified two beds in each room. How 3 or 4 adults will sleep in one king bed. No solution than waiting to see if any other could be assigned to us.
Some rooms didn't have water to use the bathroom or take a shower.
There is no maintenance at all, ACs don't work properly or at all. Some rooms the AC were leaking, and in my room at lot of water, I had to put all the towels on the floor under the AC to absorb all the water. They never came to fix it and we had to request a new bedroom multiple times brfore they changed us rooms.
There is animal poop everywhere and they don't clean even in the lobby or commun areas such stairs or hallways to the bedrooms.
Food is terrible, service is terrible. You can tell they are understaffed and tired and miserable.
The lines to get into restaurants are insane at all times. Food is not good at all, bland or salty, or just gross.
Water park is not maintained either, and they know, as it is pretty obvious
There beach is small, which we knew, but they don't clean the sargazo at all. The smell is terrible. I know this cannot be controlled but with prices paid, they should be paying to clean the sargazo at least two or 3 times a day.
We will never go back to that resort. Stay away and look for different options. This resort went from 5 stars to a 2 stars.
They don't care about anything else other than the money. No customer experience at all.
In a nut shell, the worse resort ever. Stay away Don't go there.
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Date of stay: July 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Maria Ramos, Agencia/Consultora at Sandos Caracol Eco Resort
Responded Aug 3, 2022
Dear Catalina, We appreciate the time you have taken to write your review regarding your recent stay with us. We regret that your stay was not to your liking and read that we have not met your expectations. SandosCaracol’s mission is to create unique experiences for our guests, which we achieve by guest service and quality service that we provide constantly to make sure you enjoy your vacations. Unfortunately, the rooms we have are not sold with the type of bed, you reserve the category and the type of bed is subject to availability, in this case, given the date of high occupancy, it is very complicated to grant two beds to all the families that visit us, however we grant options so that the family can be comfortable in the room and we schedule a change once there is availability. We regret that on this occasion the service and handling of the information that we gave you at the time was not clear. Regarding the issue of water in the room, we do not have reports from you so that our department specialized in this type of situation could verify the problem during your stay, regarding the issue of air conditioning we only have one report, which was solved at the moment. We regret that our food and beverages were not to your liking, we appreciate all forms of guest feedback, and it is through constructive comments that we are able to continually improve our services for our guests. You can be certain that we are going to take your comments into consideration. Once again I would like to thank you for your review, it is valuable for us. Best regards.
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Really enjoyed the resort. It’s very big but once you get your bearings it’s great. The beach was very rocky, but we didn’t spend much time there so wasn’t a problem. Clean, rooms were comfortable. The wrist band has your room key built into it so that was very handy. We bought the adults only package which gave us access to the adult pool and Brazilian restaurant which we ate breakfast most mornings there. Hot tub area was nice to relax in. Lots of wildlife, Cenote just off lobby was beautiful and interesting to snorkel in, with COVID you need to bring your own mask, they provide life jacket. Check in process was very long, and Wi-Fi patchy in rooms but not a huge problem. I would return.
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Date of stay: January 2022
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We returned recently from a 7night trip at sandos.
Good points
Rooms were excellent! We stayed in an eco penthouse and got an upgrade to a room with a plunge bath on the balcony. Very spacious rooms with lots of storage
Kids club was brilliant! 5 and 9 yo both enjoyed it!
Animals- we saw monkeys, turtles and raccoon/coatis
Fun poolside entertainment
Beach yoga
Cenote on doorstep
Aqua park- excellent fun for all ages
Rock pools at the beach
Lots of spots to lounge around
Bad It was shame that there was so much seaweed but this is natural and we actually had so much fun in the pools that the kids didn’t miss it.
Room service wasn’t presented very well but they did always try to bring the food as soon as possible. They carry up to 8 plates up the stairs etc (no lifts) so this is very impressive!
We took a trip to nearby beach ‘playa Esmeralda’ which was lovely!
Food I was worried about this having read other reviews. Range of food at buffet was good and tasty, even if it didn’t look 5*
Nice themed nights and fun Mexican street food/piñata party
Japanese was good fun and made our eating experience
food at the pools was basic but did the job
One day at the beach pool, they served paella which was DELICIOUS
Special mentions Shout out to Jesus on the golf buggies.
Ivan did a smooth check in for us & was even able to upgrade us from the penthouse room to a penthouse room with a plunge pool!
Jocelyn, And Gabriela from kids club 👏🏾
May at the cenote!
Gerardo at yoga on the beach- really calming and gentle
The lady at the la Laguna restaurant who made sure everyone had masks and was so careful to use the tongs and to remind other staff to do so too.
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Date of stay: August 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Maria Ramos, Agency / Consultant at Sandos Caracol Eco Resort
Responded Sep 15, 2022
Dear Mrso, I would like to thank you for posting this kind review, and sharing the wonderful experience you had during your stay. We are glad to know that our services exceeded your holiday expectations. We thank you for highlighting our attributes as well as your recommendations. We hope to have the honor of serving you in the future. Kindest Wishes.
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I have been to a few different all-inclusive resorts in Mexico and Sandos Caracol is the best one by far. The food is delicious, honestly getting better every time we go. The steak restaurant is DELECTABLE (although ask them to cook it one step more than you usually do, so medium instead of medium rare etc) and the buffet serves up such scrumptious options every night you can’t go wrong! The water park is an absolute blast—my husband and I really enjoyed the bigger slides and our little kids loved the little and medium slides so much! Apparently you can visit the sister resort nearby and use their beach if you want a slightly clearer beach (this one has some rocks, but it’s an eco hotel so they don’t disturb them). But my kids just wanted to build sandcastles anyways so it wasn’t a problem for us.
The number one reason we love Sandos though is the staff. By way of reference, I used to go to Iberostar with my family growing up, but they were so horrible over me and my brother’s girlfriend needing to switch rooms (I got very, very sick and didn’t want to share with some of my other siblings anymore, she had her own room) that we’ll never go back there. The refused to switch our wristbands even though my dad had paid for both rooms and then sent room service to bang on my door all night after the girlfriend and I had switched wristbands. I was seriously so sick and it was so needlessly rude. But Sandos couldn’t be more different. On our first night, the people next door to us decided to blast music all night and then shout at each other after security told them to be quiet. I have 3 small kids who needed sleep and I was worried the staff would pitch a fit like the Iberostar people and not help us! Israel and Alejandro moved our room to a different floor without hesitation. They were so understanding and kind about it, it honestly really moved me.
Then Graciela, Najelia, and another woman whose name tag wasn’t on at the moment treated my children like they were their own flesh and blood—cooing at them, asking to hold them (two of them are babies) and overall just being loving and gentle. My 19 month old son was ready to run off with Graciela, and he is kind of shy! They were so sweet to my kids, I just love them.
Many of the wait staff in the restaurant went above and beyond to oblige my little family—bringing them ice cream when clearly there is a shortage due to Covid. You could just tell these were good people doing their absolute best during a difficult time. We heard that the staff had been reduced 50% but the hotel was at 80% capacity. That is so stressful! And yet the staff still went above and beyond and we’re so kind.
My kids also really enjoyed the entertainment at night—they do cute little programs for small kids before the bigger shows at night. Everyone at the resort is really giving their all, and honestly they deal with rude people a lot and I’m not sure I’d have the stamina to be so kind. But they were so generous and kind to us!
We will return for sure, we highly recommend! Thank you to everyone who was so great to my family! We truly appreciate you!
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Date of stay: December 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
I have stayed at many resorts in Mexico and Cozumel. There are plus and minus to them all... Sandos Caracol has not been the worst resort but it’s definitely not high on the list of places to revisit. We have stayed at the Sandos Playacar resort and loved it!! We have also stayed at the Vadanta resorts and been very happy (but you pay for everything. Not all inclusive) We are here now at Sandos Caracol as royal elite members, pretty much plan to eat cold hotdogs and hamburgers throughout the day. The royal elite pool area does have better selections of appetizers but with only 8 lounge chairs and nine patio sets they get filled up early. I this resort seems to use the Eco mindset as a reason to be less than great. Service is very very slow and they are not helpful unless they know a tip is coming. When arriving they say to book all dinner reservations upon arrival or you won’t be able to get into restaurants. I understand some restaurants maybe popular and one or two places is fine, but I’m sorry. I’m on vacation and I shouldn’t have to plan every days meals and activities as soon as I arrive! Sandos caracol resort should have more options than one mediocre buffet. Sandos caracol is also a very pushy resort, lots of people asking to give massage, braids, activities, and selling items. The animals on site are also in small cages and they keep deer in a below grade pen near the water park. We are currently staying in two royal elite penthouse suites. The king bed is horrible. Our kids beds at home are thicker than this bed!! The smaller lounge bed/couch is very soft and comfortable. You do get the use or snorkel masks, kayaks and bicycles with your stay. But snorkel flippers are only available if you do a tour. Anything else is another charge along with an upgrade charge.... we have noticed also that if paying with cash they automatically figure the peso to dollars for you. But most times they double the charge. (Example: We had a meal charge of 1500 pesos or $250USD) Be very cautious while staying along the Rivera. Thank you for your time. Best wishes with everyone’s vacations!
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Date of stay: November 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Warren B, General Manager at Sandos Caracol Eco Resort
Responded Nov 23, 2020
Thank You Shawn for having taken the time to share with us your comments and opinions of your stay with us at Sandos Caracol Eco Resort. While your comments are not typical of the vast majority of our guests experiences, we assure you that we will be forwarding your review to our Resort Management for their perusal. Our Management will be communicating with you tomorrow. Have a lovely evening. Always at your Service! Warren B Web Relations Manager Sandos Caracol Eco Resort
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The overall trip was great and my family made lots of memories. Javier was outstanding with our orientation, as was Ricardo in activities. The rooms were just okay, not even close to what was pictured, but okay, as we don't spend alot of time in the room. AC was weak and rooms were a bit warm, but not unbearable. Beach was not good, very rocky and water was full of seaweed, but the pool was very fun and we made the trip to Sandos Playacar to enjoy their beautiful beach. DO NOT get suckered into the time share tour, waste of time and high pressure sales. Our favorite part was the jungle atmosphere and animals all over the resort. River was gross and couldn't be swam in or boated down. All in all, the value for the money was okay and I would give this resort a 2.5 out of 5 rating. Be VERY cautious when booking any excursions through Seek N Go, ours ended up costing over $100 extra dollars and lots of wasted time (4+ hours ) standing in lines for an oversold ferry. Also, don't get suckered by the gift shop - they tell everyone "no change" to try to get you to buy more... my 12 year old got took for $20 in crap when he only wanted 1 candy bar... I complained to management, but nothing was done about it. My husband and I simply turned into jerks anytime we needed to buy something and were told " no change, you buy more"... once we demanded our change, we received it everytime, but one shouldn't have to demand the change you are owed.
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Date of stay: April 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Frederico Moreira, Director General at Sandos Caracol Eco Resort
Responded May 6, 2021
Dear J5721MLangelas, Thank you very much for the commnents. We will pass on the great comments to our Team members and the other commnens we will take as constructive feedback in order to make adjustments for future visits. Hope to have you back at our Resort, Best regards,
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The Sandos Eco resort in itself is a beautiful and elegant resort dropped in a natural jungle environment. My wife and I chose Sandos for our wedding because of this natural beauty. Planning the wedding was simple because Anacaren and Kiani made it simple and stress free for us. These two ladies were such a pleasure and thought of every little detail... even ones my wife didn't think of. The entire day went off smoothly and far exceeded our expectations. Also returning to the natural beauty of the resort, there are alot of beautiful places for pictures on the resort. As well even after the wedding Anacaren and Kiani still were taking care of us. My wife was suffering from heat exhaustion one day and these ladies were able to change the date of our romantic dinner and also offered advice for how she could recover faster. I'm fairly sure the S in Sandos stands for service cause the service staff were the cheerful and friendly. Here's a list of people to look out for cause they are the tops. Hugo at La Trattoria he made our romantic dinner sweet and elegant.Ernesto and Irene at El Templo were great and Atturo was an amazing chef and showman. Carlo Miguel Esidro at the Brazilian amazing waiters.. Carlo remembered I wanted Bailey's with my morning coffee and Esidro was a joy with his tequila at lunch. Personal opinion the Brazilian is the best spot for breakfast and lunch on the resort. Literally one step east off the resort on the beach is a massage cabana Cindy, Fransisco, Ruben, and Yadira were far worth more than the $20-25/h USD. Personally I visited them 5 times in the 2 weeks I was there. Last but far from least a man who from the moment we met made me my wife and our entire party (32 of us) feel like we were part of his family. Victor Alberto Gutierrez Rivera at the select club is a bartender host and entertainer all in one. He was so great that we insisted that he tend bar at our wedding which the resort and coordinators gladly did. All in all I would more than recommend Sandos Eco Resort for weddings or just a vacation. We will be going back in the future.
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Date of stay: January 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort
Responded Feb 16, 2020
Hi Scott & Josee, Thanks for having taken the time to share your comments and opinions of your Destination Wedding Vacation with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. We look forward to welcoming you and your family back at your earliest convenience. Rest assured that we will let Anacaren, Kiani, Hugo, Ernesto, Irene, Arturo, Carlos, Miguel, Esidor, Cindy, Francisco, Ruben, Yadira & Victor Alberto know of the praises you sent their way! Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort
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We stayed at Sandos Caracol the last week of June, for seven nights. It rained six of the seven days we were there, which is obviously not the resort's fault. BUT... the rain exposed the many leaks in the roof at the buffet area and the common area where people were playing pool, foosball, and ping pong. Several days the staff was squeegeeing the floor because of the puddles of water, while you were in the buffet line. Water was also dripping from the roof on a number of tables. There is NO excuse for water on the floor or tables, while you're expected to eat in the same building. And speaking of the food, the buffet is the worst food I've ever seen and tasted. We've been to a number of all inclusive resorts and we've been on 10 cruises. The food is the worst. El Templo was excellent, Fogo De Brazil was good, La Toscana was the worst "Italian" food I've tasted. We are not picky eaters, but agreed this was the worst food at any place we've been. We were in the Royal Elite rooms and the view was great...BUT... the seaweed and smell were so bad, most days we couldn't go on the balcony and enjoy it. There were piles and piles of rotting seaweed up and done the beach. You couldn't ever get in touch with the front desk or the concierge on the phone. The only reason I didn't give it a 1 rating, is because our 8 yr old granddaughter was with us and she loved the kids club and the water slides (although the large water slides were closed for two days due to maintenance). We were very disappointed, as this was our granddaughter's first time out of the country and we were looking forward to this vacation. Any good the resort has, couldn't overcome the bad.
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Date of stay: June 2021
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Response from F Nuno, Director General at Sandos Caracol Eco Resort
Responded Jul 13, 2021
Dear timinvests4u, Thank you very much for the comments, Rain and seaweed are quite uncontrollable, but we understand your frustration. Regarding the Aquapark we are sorry, major mintenence was taking place at the larger waterslides, the others were opened. We hope to see you again, Best regards,
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There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
C$279 - C$438 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
caracol beach, sandos caracol eco hotel, sandos caracol beach resort spa, sandos select club, sandos caracol mexico, hotel sandos caracol eco, caracol village hotel playa del carmen, sandos caracol beach & spa mayan riviera, sandos caracol resort, sandos caracol riviera maya, sandos caracol playa del carmen
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
956
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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