Sandos Caracol Eco Resort reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.5
  • Location 4.0
  • Rooms 4.0
  • Service 4.0
  • Value 4.0

25924 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5


Getaway56478297552 (Miami, Florida) on Jul 13, 2024

ZERO STARS! Worst experience ever. From the beginning: check-in process takes forever! Then, before finishing and stepping into your room, they start offering services and stuff for an extra cost. Rooms are okay, with damaged furniture, a refrigerator that doesn't cool your beverages enough so they end up hot, a poorly cleaned and moldy shower. The A/C broke down, and "we will fix it tomorrow," so we had to sleep in the same room (party of 5, including 2 children). Everything is far, and if you'd like to be moved in a golf cart, you'll have to tip the staff. The food and drinks are of bad quality; we all had stomach issues the entire stay. The pools were dirty, including the "aqua park," which was filthy and gross. Really nasty. The staff were rude, and when you approached them to express your concerns, they didn't care at all; they were just focused on taking your money. The spa massage was good, but the front desk was terrible; they didn't mention that you needed to arrive 10 minutes before your service to force you to speed up your service. The hotel won't allow you to order food from outside; if you do, you'll have to walk to the main entrance to pick it up, and it's far. MOSQUITOES ARE HORRIBLE HERE! Additionally, restaurant reservations and information are through their app, which is a pain because the cellular signal is almost non-existent. The night shows are like a cheap town carnival. Zero stars.

TripAdvisor users rated this property 2 out of 5

2.5 hour check in, most got sick, green pools, no hot water

aggie709 (Lubbock, Texas) on Jul 13, 2024

2.5 hours to check in, food was sub-par, 7 out of 9 of us got sick, no hot water, booked 2 rooms and they placed us 15 minutes apart with bad wi-fi so no way to coordinate activities, pools were cloudy and green, pool bars close at 5pm and close early. Could go on and on. So glad to leave!

TripAdvisor users rated this property 4 out of 5

Magical vow renewal

Maria P (Lakewood, Ohio) on Jul 12, 2024

We renewed our vows at the cenote - it was magical. Victor and his team far exceeded our expectations. 10/10 recommend. Margot at the salon is an absolute wizard. The resort grounds are incredible, very lush and green. We chose the jungle view and it was incredible. We had spider monkeys on our balcony.

TripAdvisor users rated this property 1 out of 5

Not clean, mediocre food.

Jennifer E on Jul 12, 2024

We will not be returning. We came here for a wedding and it has been a disaster. We arrived with no towels in our room. The slippers in the closet were dirty and worn. There was blood on the bathroom wall, as well as on the comforter. Plus addition stains on things around the room. I made a request for hangers on the app, as we only had 3 hangers. Never received them. And we even talked to the fron desk. Everyone in our group who drank from the "safe drinking water dispenser" in the rooms got sick. We ended up buying bottled water in the little gift shop the entire time. The pictures show tequila and such in your rooms. We never saw it. In order to get a reservation at one of the restaurants on site, you have to log in at midnight to make your reservation. And even then, you may or may not get in. And that's assuming you have internet! We lost power and internet frequently. The buffets are mediocre, at best. The food has flies and bugs flying around and people taking food with their hands. The set up for the wedding was not done in a timely manner. The guests were supposed to arrive at 3:15. However, there were still no chairs at that time. And they say they will live stream the wedding, but there is no wifi on that part of the resort. Some in our group waited over an hour and a half to check in with only 4 people in front of them. This place is poorly run.

TripAdvisor users rated this property 2 out of 5

Not worth the money

Sarah M on Jul 12, 2024

Not worth the money. In short our stay has been below average. I'd usually describe our experience, but quite frankly it's not worth my time. Here's some bullet points, surmising the good and the band. I know some points might seem picky, however I've stayed in a lot of 4 and 5 star hotels and it's the little things, and small touches that make a difference. Bad points - cold food at each meal. Not everything but enough to be off putting. Mostly this happened at breakfast, so by the end of the holiday we dreaded going. - poor service from pretty much every sector. The steak restaurant Los Liros was particularly poor. Also 5 days into our stay we are still waiting for the extra pillow we asked for. - the bad smells. Very sulphuric, and sometimes sewage - not enough towels - we are a family of 4, yet there was only 3 towels on arrival and it took ages to get another. - Inconsiderate guests who play loud music, scream and shout late at night. After reception did not answer the phone multiple times we went there in person to see if we got a better response. Thankfully one of the managers sorted it out and then it was quieter. - the soaps etc in the room are not refilled - they say they are an eco hotel, yet on the day before we checked put they changed all the towels and left us with three towels for a family of 4. - we waited to check out and then were told that check out was a totally different line. Then they tried to send us to the online check in line which had about 50 people in it. - the patio furniture was a set for 3 people in a 4 person room. - No welcome pack, either in the room or provided on arrival. - the bins getting raided by animals and as a result rubbish all over the ground most days. This could have been dealt with by a better design of bin with a lid, rather than an open top. Good points - the wildlife that roams around - the rooms are clean - the lady in the salon who fixed my broken nail. She was lovely, friendly and helpful. - the air-conditioning in the restrooms - the beds were comfortable ?Get BlueMail for Android ?

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