Sandos Caracol Eco Resort

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 20723 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4

    Rooms

    Rooms-4

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Terrible resort. Do not stay.

    Reviewed by wanderlust5260() on Nov 26, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Been to 60 countries and this is the worst resort I’ve ever stayed in. I don’t understand how this hotel got a 4.5 on Tripadvisor. We stayed for 4 days 3 nights and that felt way too long. If you’re worried about COVID, do NOT come. 95% of the staff only wears a mouth shield that doesn’t cover ANYTHING. It’s just as bad as not wearing anything. With all the gaps all around the shield, the only thing it is preventing is their spit from getting into your food. How is Mexico allowing this??? We felt so unsafe. Food - the food was horrendous. To all the people that wrote the food was good, ya’ll have ridiculously low standards. The restaurants are on a rotating schedule with required reservations so choices were extremely limited. We went to Los Lirios for breakfast and lunch, and had the Steak & Fish and the Mediterranean restaurants for dinner and the 4 of us didn’t like a single dish. EVERYTHING was overcooked, even the desserts were overbaked making everything too hard. On the last day, we just went to La Laguna (buffet) for breakfast and dinner for the variety and surprisingly it was better than all the a la carte restaurants. Sandos really need to hire new chefs because I can prepare better dishes with my eyes closed. Room - we booked the Select Club Adults Only room. The room was big but not too clean. The king bed was really uncomfortable. The mattress needed to be replaced (there were dips on both sides) and the pillows were terrible as well. Worst of all, NO HOT WATER (even after running the tap for half an hour), so we only took warm showers for 3 nights. Conditioner was not provided. This is the first hotel I’ve been to that didn’t provide conditioner. Surprisingly the room was bigger than the Royal Elite Penthouse that our friends stayed in. Select Club upgrade is a big scam. They promise a separate check-in desk, champagne, and fruit basket and the a la carte breakfast/lunch restaurant in the adults area and none of this was available/provided. No compensations provided. Bars - Drinks were weak. “Premium” liquor was Bacardi and Red Label. Service - some staff would go above and beyond for your tips. Resort - the resort could use some renovation. The animals and the jungle setting were really the only good things about this place. Loved seeing the toucans, coatis and monkeys. I did like that mosquito repellent dispensers were spread throughout the resort. Wifi - very spotty and not available everywhere I highly recommend that you book another hotel if you don’t want to be disappointed.

    It's a sweet Eco, Tropical village...

    Reviewed by alicekao(Dallas, Texas) on Nov 26, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The tropical jungle setting , the cenotes and the Mayan ruins impress me the most. Not likely a typical landscaped resort, this one feels like natural tropical village setting. Everywhere you go, it looks a little different... Like I said just like a tropical village, it has animals of all kinds... Domestic ones such as chicken, ducks, donkey, pigs and also lazy/sweet cats... Wild ones such as monkeys, Peacocks, deers, of course lots of Coties.. I even saw a toucan bird once... The room we were in with a bunk bed.. basic but nice and clean. This resort has one of the biggest water park I have even seen in Cancun area.... Maybe that's why there are so many kids there.... The food is so so... The sit down restaurants food is decent and it requires reservation. The buffet is like very basic/lack of selection for me... The beach is just as beautiful but the ocean is not very accessible. Too rough/rocky on the feet if you try to get in. It is not a place for luxury like a five star facilities but it is sweet and family fun. My 7 year old loved it and would give it a five star but it is a four star for me.

    Individual ratings:

    Location

    Location-5

    Service

    Service-4

    Nov. 2020

    Reviewed by Seniortravels63() on Nov 24, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We came to the resort for a wedding, The room we paid for was not avalible because of hurricane damage ( so they said) We wanted the adult section, and got a room with bunkbeds. As parents of the bride you would think they would give you a little more attention to details like this. Although most of the wedding guests were in the adult section, so I am glad the guest were treated to nicer rooms. The resort was on 30% capacity due to covid, and they did make sure that everyone had masks and sanitzier prior to coming indoors. Two of the four resturants were closed because of hurricane damage. The food at the buffet was not the greatest, although the grandkids seem to like it. I was glad to see they tried to keep the locals employed, As i was told by a staff member the locals were very worried about the cutbacks on resort jobs. I would not choose this resort if visiting without children.

    Individual ratings:

    Cleanliness

    Cleanliness-3

    Service

    Service-3

    Value

    Value-2

    Fun In The Sun

    Reviewed by dougl25(Minnesota) on Nov 23, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Just returned from Sandos Caracol. We spent 8 nights and came close to extending but real life priorities came calling. First off, this resort as well as others are rebounding from Covid and more importantly two hurricanes. The huricanes hit this particular resort hard. I believe this was due to the jungle type setting. Much more difficult to remove trees, shrubs, clean cenotes etc. In the time we were there we saw vast improvement, electrical work, trees removed, painting etc. Due to limited capacity due to Covid, that means they do not have the numbers of staff needing to make this a quick turn around that some on here think should happen. Everyone was as friendly and helpful as could be. A special shout out to Rueben and Kevin in entertainment and all of the bar folks. Room was very clean and cleaned everyday we requested. 5 gallon water bottle is a nice touch, saves on wasted smaller bottles. We stayed in building 30. Food: Very happy with all of the restaurants. Las Lirios was our favorite for all meals but we changed it up. The japanese-El Templo was excellent. You have the option of the buffet. Resort in general is very large, lots of animals running around, cenotes you can swim in and even some small ruins on site. Several swim pools, some fairly quit during this time and some of the normal restaurants are closed although they are working on getting them up and running. If you are looking to get away during this covid stuff, take the plunge and enjoy. yes, folks are wearing masks, flight was great, just follow the rules and you will be fine.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Rooms

    Rooms-4

    Service

    Service-5

    2020 Sandos Caracol nine day family vacation

    Reviewed by U1679GSshawns() on Nov 23, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    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!