TripAdvisor Traveler Rating

Beautiful place; terribly managed. We were a family of 19 in six rooms. They messed up the check-in by checking the wrong people in the wrong rooms with the wrong reservations, overcharged us, and would never accept responsibility for the error or refund the overcharge. There were a lot of good things about the trip (mainly the beautiful location), but after spending hours and hours and hours and hours trying and failing to contact the resort ahead of our visit, trying to get our rooms to be close to one another, trying to get checked-in, and trying to sort out their financial mess, the negative outweighs the positive. We definitely will be going to a non-Sandos resort next time.

We went to this resort on October 2024/ and so far it's been worst hotel I ever seen.rooms are full of mould.every time someone leaving hotel stuff coming and painting mould before new customer gets check in.when raining water gets inside the room through closed windows.rooms are full of bugs and insects size 1 inch and bigger .in hotel food is terrible always same products whatever is left after supper they're served this for breakfast.also in hotel there is no fresh juices only concentrate juice diluted with water ( they are disgusting) and believe me there is no proper beach.beach is full or Sharp rock's and sea hedgehogs avoid this hotel if you can.in hotel also there is no water pressure in shower .I spoke to other tourist and they said they don't have water in shower at all for 3 days.little baby they have to wash in sink.also one of my friends broke his leg when we arrived in hotel and we ask for wheelchair stuff informed us we can use it but it will cost 100$ for 3 days can't believe this.there is a list of restaurants but lot's of them are closed permanently and you have to book them in advance .you can't just walk in.booking is sometimes very difficult .one minute booking is not available next minute everything is fully booked.

We had a couples Pedicure. Best ever. We fell indulged and fantastic. Our techs, Julisa and Fabiola were so attentive and professional and treated us like royalty. We'll definitely come again. I've had many pedicures but never felt this spoiled. I'd definitely recommend to anyone staying at the Sandos Caracol resort

Everything was fantastic,rooms was nice big and when i need something always hotel staff help me to get that,sandos jungel beautifull a lot of animals to see always,beautifull beach rocky but you can find place for swimming and see colorfull fish,sand perfect,weather amazing,programs ifantastics,buffer very tasty and i have kid with allergy with nuts they was helpfull always….staff very friendly and smile thank you Sandos for beautifull vacation

Terrible experience overall. Buffet food, which was all that was available to us, was substandard. Three people became ill with gastrointestinal symptoms. Unable to book any a la carte meals despite waking up at midnight to do so on the app which resulted in travelling to Playa del Carmen three nights to get a decent supper at great additional expense. Air conditioner leaked a significant amount of water every day and our bath towels had to be used to clean up the mess. Following a rainy day the ceiling of my daughter's room got a large hole in it with large chunks of plaster that fell on the floor by the bunk beds where the children were sleeping. Penthouse suite for families of five is on the third level with no elevator so it is cumbersome to carry a double stroller up and down the stairs. Entertainment is at 9 pm which is not practical for families. We got the majority of our own beverages as service is lacking. Children's pool had floating hair and debris. Positives: lush grounds with interesting wildlife, housekeeping cleans the rooms promptly in the morning, mojitos and cappucinos were good, nice vibe at the Mexican buffet with Mariachi band some mornings Please don't book here and be disappointed as we were. Crystal