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J N

Amazing- book here!!!

Reviewed 3 weeks ago
Comfy pillow and beds, clean rooms, good food, friendly staff and the nature and wild life was the best part! My husband, toddler and I loved our stay and would absolutely return. My parents also want to book a trip to this resort. I see there are some negative reviews about this place and both my husband and I think those may be high maintenance people.
Date of stay: June 2024
Room Tip: The line for checkin moved pretty fast. This must have improved from past reviewers saying they...
Trip type: Travelled with family
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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.
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Reviews (25,941)
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14,696
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Traveller rating
14,696
6,156
2,516
1,269
1,305
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Reviewed 3 weeks ago

The yoga class is amazing! It was life changing experience and I would go back just for that. Juan Carlos is an amazing teacher and guided us through every class with patience and commitment.

The hotel is built between nature which make it amazing for walking by the trees, swimming in cenotes and coexisting with coatis, raccoons, monkeys, etc. However the facilities are old and they need maintenance.

Also we were Royal Elite members which is a complete scam. The available rooms were more expensive than regular reservations, the elite concierge was useless, literally just a mansplaining session, the hotel concierge Itzel and Belen were waaay more helpful for absolutely every mater of our stay.

We were there in some rainy days and every single restaurant had leaks the floor was soaking wet and many people specially kids slippered on the floor, which is really dangerous.

Also the hotel is advertised as vegan options available and yes, there are salads in every restaurant but they could not solve to get vegan protein for us until our last day.

The capitán yeiny and kitchen capitán Brenda from Lirios Restaurant were really helpful and found solutions for us. Also they have an acai bowl but there is not acai.

I think the hotel can improve a lot however the yoga classes are 100% worth it and it’s worth every penny of the all inclusive.

Room tip: Worth it to visit for the yoga class and the animals around it. The hotel has a lot of improvements areas.
Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Renée P
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.
Web Relations Manager, Otro at Sandos Caracol Eco Resort, responded to this reviewResponded 3 weeks ago

Dear ren_epS482XF
Thank you for sharing such detailed and constructive feedback. We are delighted to hear that despite the issues, you enjoyed our yoga classes with Juan Carlos and found value in our All-Inclusive offering with such a life-changing experience. We will certainly pass along your kind words to him.
We are pleased to know that you appreciated the natural beauty of our resort, enjoying walks among the trees, swimming in cenotes, and encountering local wildlife. Your comments on the condition of our facilities are noted; we are continuously working to maintain and improve our property.
We are truly sorry about your disappointment with the Royal Elite membership. We intend to provide an exceptional experience for all our members, and we regret that we fell short during your stay. We appreciate your recognition of Itzel and Belen’s helpfulness and will ensure that your feedback about the Royal Elite concierge is addressed.
Tropical Storm Alberto surprised us with an unexpected and abnormal amount of rain, and we have worked tirelessly to address the issues you encountered, including leaks in the restaurants and slippery floors. The safety and comfort of our guests are of utmost importance, and we're taking immediate measures to rectify these issues and prevent future occurrences.
Regarding the vegan options, we apologize for the inconvenience you experienced. We strive to accommodate most dietary preferences. When you visit the Concierge desk, you can let them know about any allergies or dietary restrictions you may have. This will help the restaurant staff offer better-suited options outside the menu that cater to your needs. We appreciate your positive mention of capitán Yeiny and Kitchen capitán Brenda at Lirios Restaurant for their efforts in finding solutions for you.
We hope to have the opportunity to welcome you back in the future and provide you with an even better stay.
Warm regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

This review is specifically for the yoga classes offered at the resort. Every morning from Mon-Sat at 8am, Juan Carlos Rios offers an Ashtanga Yoga class on the Mapache deck. Juan Carlos was welcoming, remembered everyone by name so he could offer modifications and encouragement. He also delivers the class bi-lingual instructing both in English and in Spanish. It was the perfect way to start the morning at the resort by moving my body and becoming present. The class was challenging but in a supportive environment. Thank you Juan Carlos!

Room tip: My air conditioner wasn't working and I had an item taken from my room.
Date of stay: June 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Emma G
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.
Reviewed 3 weeks ago

This resort is stunning even though it was pouring rain about 80% of the time we stayed from M-Sat. I will say, though, that my favorite part about the resort, other than the extraordinary theatrical experiences in the evening, was Yoga on the Mapache deck every morning at 8am with Juan Carlos. I have never practiced Ashtanga yoga and will never practice yoga the same way again after this. He has forever transformed my experience and understanding of what it means to practice yoga. I will stay at this resort whenever I come to Cancun just to take his classes!

Date of stay: June 2024
Trip type: Travelled with family
1  Thank Natalie G
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.
Reviewed 3 weeks ago

All the one star reviews are correct. I went for my cousin's wedding about 2 weeks ago, and let's just say the food was the least of my frustrations. the A/c in my room didn't work the 6 days I was there. Customer service was trash. the people were nice, but nothing was resolved, the resarvations must be done at midnight, on an app that is garbage. Whoever got into the kids pool or the water park, came back seriously ill.

This was my first time in Playa del Carmen, and was not the best experience. I will NOT be coming back to this horrendous establishment.

Room tip: Go somewhere worthwhile, this place sucks.
Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank Javier M
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.
Reviewed 3 weeks ago

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.

Date of stay: June 2024
Trip type: Travelled as a couple
Thank Jet66668548175
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.
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