TripAdvisor Traveler Rating

Great resort overall, second time return in 10 years. Changes seen have made the resort less appealing. Location about 45 mins to hour away from the airport. Took Canadian Transfer for a smoother ride. Atmosphere is family. Most are there with young families. Rooms are cleaned daily but tipped expected a little extra service but didnt even get facecloths multiple days in a row. Value was excellent overall for what you pay. Noise was appropriate for where you attended. Main pool had music with decent entertainment. Quieter pools and area were as expected. Some great family experiences were feeding monkeys(using bananas) from our room deck. Fruit smoothie bar. Pools. Bike riding. Nightly shows. Poor changes and false advertising: Water Park(new addition from 10 years ago) absolute garbage. Dont open til 10, half slides don't work, specific height for the three slide areas( major issue for our 2 kids), no alcohol, drink bar don't open til 1, constantly hear the staff blowing whistle as none of this was clear when you entered. Kids stated "worst Waterpark ever" The river is half gone, I think it had to do with the Waterpark. Cenote is closed for swimming. (Still showing same advertising video from the past) No romantic boat tour. (Also in the advertising video) Week long stay and we're only able to book the Italian, Brazilian, and the steak house. You can only book for 6 pers. Bookings were open at 2 in the morning. When asked seemed to get different answers from the staff(heard it was slow season) place was busy. Snack bar from the past closed (open at all hours) Had burgers and fries and was quiet popular and close to the main pool area. Want people going aware as I was sad by the changes as these were some of the reasons I wanted to return. Overall this resort gives you experiences you don't get from other resorts. Just be aware when you are planning a large group or have kids that are different heights and go for the Waterpark.

Araceli and Antonia in La Laguna are the BEST!!! We would come back just bc of their kindness.

Antonia and Araceli from La Laguna were such a pleasure. Remembering my wife and I plus knowing our drink orders right when we walked in was such a plus! For them to see so many people everyday and still provide top notch service, is a plus to the resort. Keep these ladies happy, and they will keep your guest returning!

?I stayed at Sandos Caracol Eco Resort last week with my family, and the experience was highly unsatisfactory. While the hotel’s natural setting has potential, the service and internal management are severely lacking for the price point. ?Critical issues during our stay: ?Booking Breach: I booked a Penthouse with a separate bedroom back in January. Upon arriving at 9:00 PM, we were given a single-room suite with no privacy. The front desk refused to take responsibility, and we ended up in a lower-category room without any price adjustment. ?Hygiene Issues: We discovered a large number of cockroaches in our room. Although staff came to fumigate immediately, it was a disgusting and unacceptable experience. ?Restaurant & App Management: Their app is merely an information page that fails for bookings. The a-la-carte reservation system is absurd: it only opens at midnight for slots 48 hours in advance, leaving guests without options for the first few nights. Furthermore, it is frustrating to see dozens of empty tables while the system claims there is no availability. ?Poor Service: At the "Los Lirios" restaurant, it took over 60 minutes to serve our order. ?Outdated Technology: The room's TV was a 10-year-old model with no ability to cast from phones or tablets. ?Lack of Resolution: The assistant manager offered a 10% refund for the inconveniences. Despite providing our bank details before checkout, the refund has not been credited three days after our departure. ?The only silver lining: The natural surroundings, green areas, and wildlife are great for children. However, the appalling management completely overshadows the resort's virtues. I do not recommend this hotel.

Beautiful eco hotel, loved the animals and the beach is really nice (sandy beach, blue water)