What a fantastic place … the staff are friendly .. the rooms clean and attractive.. pool areas and food were all brilliant we had such an amazing time we are already planning a trip back for next year. We also went on a couple of excursions which were really enjoyable.
We visited this resort to celebrate my wife and nephews birthday. Starting off from arriving to the hotel, they did not have ballet parking due to “insufficient staff” as we are locals and drove to get there. Whatsoever we arrived and walked to the lobby to be told that they had around 300 arrivals on that same day hence we were sent to a awful improvised check-in area a few miles from the lobby to find out we were being separated from American, Europeans, even Mexican-Americans guests. Only locals were sent to the theater where only 2 if not only 1 reception staff were assisting on checking-in over 100 locals, adding that it was raining and kinda humid. It toke around and hour and so to finally getting our bracelets and finally taking our luggage to the bellboys to start walking and getting a drink at the sport bar. Drinks were average to be honest, some bartenders only kindly served you if you speak English, we proved that, as we were trying to get to change our Mexican pesos to be broke down into smaller bills in order to give tips, some staff guy from Guest Service even tried to explain me the value of each peso from the current dollar currency. For which I responded that I was aware of it though and expressed him that I was not even asking about that since I was only asking for smaller bills, very rude attitude from most of the concierge, reception, guest service and main and principal crews that should actually be giving the first good impression.
Then, since as mentioned we were visiting for my wife and her nephews birthday so we decided to book here due to the water park. We wanted to make a reservation for the Templo and Brazilian steak house for which we were told by Johnny with the big comic fake eye glasses, who not in the best and most professional way, said that you have to reserve at least 3 nights to be able to make a reservation, so for the record I’ve been in 4-5 diamond resorts and this policy is ridiculous. Anyways we were already planning how to get to the dinner on time to be able to visit the Templo (tepankyaki) restaurant, I’ll get to this later. We finally got our room around 3:30. Our daughter had a good time at the kids club which the paddy did a very good job with that! While my wife and I got our luggage to the room, which I can give a solid 5 stars for the cleaning and conditions. Average room but not bad at all. Only that we had no hot water on the shower and there was no drinking water. Besides that it was all fine. We tried the Italian restaurant for lunch, Alessandro which looked like the main waiter there was very kind and did a job ! Kudos to him! Food there was actually nice and good! Unluckily it was rainy most of the day so we had no opportunity to visit the hotel at its 100% as the river (manglar) over flooded some parts of the hotel’s facilities. The eco resort part of it was cool, we got to see some “spider monkeys, raccoons, lots of cats, and some other wildlife, which it was very cool though. The Laguna buffet was quit good also, a lot of variety! Waiters were nice and very servicial! We got to spend an hour or so at the chill out pool, there were no staff there but was ok. So for dinner we were told by who it looked like the waiters captain, (forgot his name but was very kind and friendly) that if after 19:30 whoever reserved for the Templo teppanyaki restaurant, we could wait to get a table for six! The staff there deserve a good review! Show was fun and very dynamic, even the little ones enjoyed it.
The bartender at the manglar and sports bar had a terrible attitude for which I didn’t actually get his name but looked very irritated over everyone asking him for drinks, I mean it’s his job, but well he had a partner who was more pro active. Some parts of the resort were falling apart, mostly leaking and flooded floors, everywhere! Sports bar closed around 12:00. They literally just shut off the lights not even asking or seeing if there is anyone there hanging out, that was a bad experience as they could at least say good night it’s time to close or something. Staff crew looked more irritated due to the constant rain more than many guests. Have to mention had to queue into most of the bars for about 10-15 minutes anytime you wanted a single drink, hotel was crowded like if they were giving away free nights, it was outrageous.
Water park was fun, my family had a blast so kudos for that too! They had to close it out for a few minutes though due to a lite thunder storm incoming but it only lasted about 20 minutes so we stayed out while they were actually cleaning our room the second day (first full day) great service from the guy who cleaned our room we even tipped him.
My wife did actually got her birthday cake and sparking wine to the room on that Saturday (one day before her birthday cuz we were checking out that same day and they couldn’t deliver it after 15:00 hours) she loved it so good job on that, though my sister in law also requested the same amenity for her son (my wife’s nephew) and they did not send it.
Daniel in the laguna buffet restaurant did a good job too! The Mayan sacrifice night show was pretty good and great performances! The theater is kinda out doors so it was kinda hot but kinda made it part of the atmosphere (jokes aside)
Last day was average due to rain , check out was fast but had to deal with rain, which is nobodies fault but that made the staff very busy for which there was very slow service. Room service last night didn’t take our call, they ended up sending potable water the last day we were leaving which was hilarious since we asked since day one. Experience is recommended only for the eco side of the resort, the hotel it’s fine as is, staff needs to improve its service overall!!!! They need a lot of maintenance all around the hotel, nevertheless we had a good time
Came to celebrate my kids birthday and the whole experience was horrible. Customer service is horrible. They don’t listen to your needs. I have a child with a disability and they put me on the second floor. I reported a leak in the room since the first day and they never fixed it. To eat a La Carte you have to make reservations on an app that doesn’t even work. I have been here before but after this bad experience I won’t be coming back or recommending this place to anyone. I spent the entire week trying to reserve a birthday dinner going back and forth with everyone, waited for the manager Hugo for more than two hours and he never showed. The space is too short to continue writing…
My family and I just spent 10 agonizing days at Sandos Caracol Eco Resort, and it was a complete nightmare from start to finish. The food was abysmal – every meal was worse than the last. The room was in deplorable condition: it smelled awful, the mattress was filthy, and the overall cleanliness was nonexistent.
The pool area was a disaster. It was never cleaned and constantly dirty, and there were never any towels available. The lack of service extended to the pool bar, where the only drinks they offered were mojitos and strawberry concoctions. The so-called guest service was indifferent and dismissive of our concerns.
To make matters worse, the beach was completely unusable – it was so rocky that swimming was out of the question. And don’t be fooled by other positive reviews; the hotel bribes people with 2000 pesos for glowing feedback. I saw many guests leaving early, unable to endure their stay. Do yourself a favor and avoid this place at all costs. We will never return.
We stayed at Sandos Caracol for six nights. We had a good time even though it rained a lot; there were still times where the sun came out! These are the things I liked best: I liked both pools. The smaller pool was near our room. We loved all of the tropical drinks. The room was a nice size and the air conditioning worked well. The TV channels were a mix of English and Spanish channels. At the resort we got to swim in the Xenote and Jade River. We also planted a tree and visited a small Mayan Ruin on our property. We liked that the resort was eco friendly. We liked the Brazilian restaurants with all of the meats. These are things we didn’t like so much: The resort is big so there is a lot of walking. It would be hard for someone to get around in a wheelchair since there are no elevators and the grounds are uneven. We also didn’t like that there was a line for the buffet in the morning and didn’t like the food choices at the buffet (ie. Tacos for breakfast!). We enjoyed our stay but would try a different resort next time.
