Sandos Caracol Eco Resort reviews
25625 TripAdvisor reviews
Salon Services for Hair & Makeup for Wedding
Doneeca T on Mar 23, 2024
I had my wedding at this resort and worked with the salon at the spa for my hair and makeup trial and beauty services for the day of the wedding. Margot and Fabiola were amazing! They were so wonderful to work with and made myself and my bridesmaids look gorgeous for the big day. Totally recommend!
Worst All Inclusive in Mexico
Sarah B on Mar 22, 2024
Worst all inclusive experience we’ve ever had in Mexico. Staff was not friendly or helpful at all in any situation, rarely saw staff smiling or happy. We arrived extremely late on the first night of our stay, we were denied towel cards, told we had to get them in the morning. When we went to get them the next morning they only had 7 cards available, we had a group of 13 people total and were told too bad we don’t have enough for everyone. All restaurants were closed when we arrived and our room phone didn’t work to order room service. No bedding or pillows for our kids beds when we arrived to the room. Requested pillows and blankets and were told that they could only give us sheets and 2 pillows max (we had 3 children with us) Trundle bed mattress had a huge urine stain on it, they flipped the mattress. Master king bed had a blood stain, based on location on bed from female menstruation, after 2 days they finally brought a mattress pad to cover it. We ran out of water in our room and it took several days to get a replacement. Food options are lacking, thankfully we brought snacks, never had guacamole, what kind of Mexico resort doesn’t have guacamole?! Lunch options include hot dogs and burgers. One morning we waited in line for breakfast for over 30 minutes to be kicked out of line and told “we are closing and won’t have time to feed you. No other restaurants open for another 2 hours”. Also no remorse from staff who delivered this news to us and all the other families waiting in line. The plates at the snack bar in the waterpark and the poolside snack bar were observed staff wiping dirty plates with towels and stacking them in the “clean pile” after the towel swipe. Probably explains how all our kids came home with strep throat and hand foot and mouth disease!! The waterpark does not allow adults to go down slides and played extremely inappropriate music for children. When we took our concerns and complaints to management they told us they would make it right, promised a refund, guaranteed reservations at restaurants, etc and none of it ever happened. It’s now 4 months later and still no refunds. we returned from our trip with all 3 of our children having strep and hand foot and mouth, I have no doubt it was contracted at this resort! We will never return or recommend this resort. Service standards are non existent, cleanliness is non existent, food is scarce and mediocre at best, entertainment does not occur. Only pros were pottery by the pool and the hair braids which weren’t even part of the all inclusive resort - that were separate unassociated services.
Itzel made our vacation!
Katherine S (London, Canada) on Mar 22, 2024
We have been coming to Sandos Caracol Eco Resort for 11 years. We took a break with Covid and returned last year. It had changed significantly not for the good and we decided to give it one more try this year. We always stay in the Select Club. Our first day was horrible, no reservations, no upgrade which was promised. Then we met Itzel! She was our savior. Itzel was able to locate reservations for us, had guest services to our room when the air conditioner was leaking, set up our check out for bellboys. She is amazing and the only reason we will come back next year! She needs a promotion because she exemplifies customer service and everyone needs an Itzel when staying here. Thank you Itzel for making our stay amazing!
Don’t waste your money
Karen L on Mar 22, 2024
The worst family vacation we’ve ever had! We booked 3 rooms total. But somehow the room I had with my husband on my first day … the floor was flooded. The water dispenser was empty (no water at all) so we called the front desk to get a new one. There was 2 opened cans of soda looks like someone drank half of it and put it back in the fridge. So it’s from someone who stayed in the room before we did. I was opening the blinds when the whole things just fell on the floor, the tv didn’t have a sound and there was a huge poop in the balcony!!!! All this happening within an hour of checking in the room. We asked for them to make it right and clean it all up. My family and I went about our day to enjoy the resort facilities all day and when we came back at night the room was still the same. We called back again. Cause the water dispenser that they replaced was empty again and our floors are flooded again. It turns out the machine was broke causing the flood. It was 11 pm when they send a guy to fix the blinds, tv and water dispenser! When we were about ready to go to bed. Internet sucks and there was no way for us to reserve some of the restaurants and if you don’t have reservations you are $hit out of luck. Employees are so rude as well. One time my daughter was sick and couldn’t join us at dinner and so her boyfriend put together a plate for her from the buffet and this lady yelled at him and told him he can’t take food out! We paid for the stay. Whatever we do with the food shouldn’t be an issue. Then my son in law also got sick and called room service to ask for milk and they said they have any! The list goes on and on! For a family of 10 people we spent a lot on this trip to be treated like dirt. We don’t recommend this resort to anyone. If you’re looking for a jungle, nature resort experience u highly recommend the one in Xcaret Occidental. Needless to say we left this resort and we went to Hilton in Playa del Carmen. Don’t waste your money here!!!! If I could give it a zero I would
Severe food poisoning
Anni C on Mar 22, 2024
Was really looking forward to this trip but I was a big disappointment. Lack of food options and we got diarrhea and vomiting from the food in the buffet. Impossible to book reservation at other restaurants. Will definitely not return here. Better to save up for 4.5 or 5 star resort to ensure a good vacation.