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Sheil

Sadly somewhat disappointed

Reviewed Feb 7, 2020via mobile
We were a large group all arriving on different days
There were several issues on checking in , including a couple being given keys to a room only to find a female asleep in the bed! Another couple had no room despite a confirmed booking.
We were in the adults only area -our room on the top floor was lovely and light , those on the ground dark and requiring lights on at all times
Most requests took 2 or 3 phone calls to resolve issues, even simple things like collecting laundry. Service generally was slow part from in the restaurants where they worked extremely hard
Plenty of choice of restaurants. However in the buffet areas there needs to be a far more rigorous approach to hand hygiene. Most of our party ended up with some form of stomach upset which may well have been avoided if hand gel was used by everyone on entering restaurants and staff were on hand to ensure food was picked up using utensils.
The adult pool was bliss.
Date of stay: January 2020
Trip type: Travelled with family
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Sandos_Playacar, Web Relations Mgr at Sandos Caracol Eco Resort, responded to this review
Responded Feb 8, 2020
Hi Sheila,

Thanks for having taken the time to share your comments and opinions of your stay 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.

Rest assured that we will be investigating your Check In experience and observations of the Laguna International Buffet.

We look forward to welcoming you and your family back at your earliest convenience.

Always at your service!

Warren B
Web Relations Manager
Sandos Caracol Eco Resort
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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2,429 - 2,434 of 25,941 reviews
Reviewed February 7, 2020

Firstly the hotel is stunning. He rooms are clean, spacious and well furnished. The food is good, with plenty of choice. The beach is lovely. You will need water shoes and it's a little rocky in the water (But that is not the hotel's fault). The hotel is surrounded by mangrove trees and wildlife. There are several cenotes within the grounds. The largest of which you can swim in and look at the fish and tortoise. The childrens pool is fantastic, my daughter loved it. There are so many things to do within the hotel that are included. The staff are brilliant. Thanks Edwin, Rita and Alvaro for the respective tours and activities they took us on. Would definitely come back. Amazing.

Date of stay: February 2020
Trip type: Travelled with family
3  Thank Jason H
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.
Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort, responded to this reviewResponded February 7, 2020

Hi Jason,

Thanks for having taken the time to share your comments and opinions of your stay 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.

Rest assured that we will be letting Edwin, Rita, & Alvaro know of the praises you sent their way.

We look forward to welcoming you and your family back at your earliest convenience.

Always at your service!

Warren B
Web Relations Manager
Sandos Caracol Eco Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed February 7, 2020

Gorgeous place. Karina was so nice and took care of us. She took care of our small issue and made this an incredible stay. I really appreciate her kindness and her positive attitude. Sometimes traveling can be stressful, but Karina from concierge removed that feeling. Great place

Date of stay: February 2020
Trip type: Travelled as a couple
2  Thank 300cheyenneb
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.
Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort, responded to this reviewResponded February 7, 2020

Hi Cheyenne,

Thanks for having taken the time to share your comments and opinions of your stay 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.

Rest assured that we will be letting Karina know of the praises you sent her way.

We look forward to welcoming you and your family back at your earliest convenience.

Always at your service!

Warren B
Web Relations Manager
Sandos Caracol Eco Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed February 7, 2020

I did visit this resort last month with my fam. The resort offers all what you can expect from such place. Transportation from and to hotel with their partner Seek&Go was okay except from longer waiting time for a car on the way from APT to hotel.
Rooms were nice, practically equipped, but they had strange smell like if you don't open a window in a house for a year.. We were not able to get rid of it.. It stayed on clothes and we were able to feel it even after our return back home.
Why i am giving 2 stars down is the check-in. Sandos offers an app where you can check-in online prior to your arrival. It took a while to understand how that works as the app is not great and hotel produces several confirmation codes once you book it so you are confused which one to use.. (i was forced to contact sandos helpdesk couple of times to figure this out!!). Online checking also takes a while to scan all the passports etc..
But when we came there tired from looong flight from EU, it took a lady at the reception 55minutes to check us in - again. I told them that i have online check-in, they said that does not matter.. :)
Normally the check-in for 4-member family n Europe takes 5-10minutes. If you have online check-in, you are done within a minute (sign, get prepared card-keys and thats it). Here - in Sandos eco resort - 1 hour with online check-in.. I am not sure what was the lady doing there, she was working on her PC like crazy, printing, scanning, re-scanning passports, printing again, tones and tones of paper used in todays digital word...ohh my.. I was just laughing.. never experience such thing before (and we are really hotel travellers).. If i knew this.. this tiny detail, i would probably choose different hotel chain..

Date of stay: December 2019
    • Value
    • Sleep Quality
    • Service
2  Thank 586janm
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.
Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort, responded to this reviewResponded February 7, 2020

Thanks Jan for having taken the time to share your comments and opinions of your stay 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.

Rest assured that we will be notifying our Systems & Tech Dept regarding your observations of the Sandos App.

We look forward to welcoming you and your family back at your earliest convenience.

Always at your service!

Warren B
Web Relations Manager
Sandos Caracol Eco Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed February 6, 2020 via mobile

February 2,2020, this day marks of what my husband and and I call such pure perfection. You know when it is perfect when you are still missing each moment that happened that day. To Lulu, Kiani, Ana, Myra & the rest of the wedding team my husband and I would like to thank you guys again from the bottom of our hearts for creating such a timeless and magical wedding that even I couldn’t even think I could have and you guys made the wedding of our dreams come to life. We are so glad to have done a destination wedding as it the most perfect choice we’ve done, everything we did was 3 in 1 *wedding & honeymoon/ familymoon*
It may be nerve wracking at first as you may start the serious planning with the wedding coordinator 2 or 3 months of planning & also we’ve never been to the location, country, never met the team in person prior until we got there and met them all only 5 days prior to our wedding day. You really have to trust the work that they create in order to make your wedding vision turn from a dream to reality..I know I had such extreme nerves and endless doubts, but Lulu and the entire wedding team rest assured my husband and I are in good hands. I could not or ever change what happen to our wedding day as it is by far the most memorable time of our lives and that is what Lulu created. Your investment in the wedding will not go to waste as she creates perfection and that she is..a pure talent & we are blessed to have worked with her here’s to a #alifetimeofRoLance 🥂

Date of stay: February 2020
Trip type: Travelled as a couple
2  Thank RCP2220
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.
Sandos_Playacar, Web Relations Manager at Sandos Caracol Eco Resort, responded to this reviewResponded February 6, 2020

Hi Rochelle & Lance,

Thanks for having taken the time to share your comments and opinions of your Destination Wedding stay 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.

Rest assured that we will be letting Lulu, Kiani, Ana & Myra know of the praises you sent her way.

We look forward to welcoming you and your family back at your earliest convenience.

Always at your service!

Warren B
Web Relations Manager
Sandos Caracol Eco Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed February 6, 2020 via mobile

We visited here, a family from England. It states it’s a 4/5 star hotel but it is a definite 3. The animals are amazing we saw loads of monkeys etc but the sloppiness in the hotel gets away with it because of the animals in my opinion, some of the food choices were good like the omelette men at breakfast, fresh baguettes at lunch and the steak house. (The staff work very hard in general.)Restaurants like the Italian were the worst I’ve ever eaten if your idea of a bowl of pasta is cold, precooked (practically no sauce ) pasta then you will be ok. I’m a simple eater who generally isn’t fussy. The rooms were very old fashioned but actually clean and alright. We were in a family block and had mixed groups staying in our block coming back at 2/3 am every night shouting and smoking out in the corridors waking the kids up not just going to their rooms.( I don’t have a problem with hearing people.) The worst part was 2 items were stolen from our room (all valuables were in the safe luckily) I’m not one to say this lightly, everyone blames the monkeys saying they come in your room and steal stuff but not through a looked door and not what was stolen. The security guard came to our room searched every tiny compartment in bags etc even though I kept explaining the items were too big to fit in where he was looking several times, he looked through mine and my daughters underwear draw!! Weirdest moment ever!! Paid to leave the hotel and go elsewhere. The hotel were making a report which now can’t be found, they have not got back to me. I wasn’t excepting anything just for it to be acknowledged so it doesn’t happen to others I just want to make people aware that this is going on in the hotel and to avoid. I mentioned this on the Facebook page and I was not the only one with these experiences.

Date of stay: January 2020
Trip type: Travelled with family
5  Thank jlp321rew
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.
Sandos_Playacar, Web Relations Mgr at Sandos Caracol Eco Resort, responded to this reviewResponded February 7, 2020

Thanks Jlp321rev, for having taken the time to share your comments and opinions of your stay 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.

Always at your service!

Warren B
Web Relations Manager
Sandos Caracol Eco Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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