Sandos Caracol Eco Resort

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 18676 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4

    Rooms

    Rooms-4

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    From California

    Reviewed by Johana P() on Oct 13, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Really great service by the concierge desk, Karina was extremely helpful. Although she was very busy she set aside time to help us out with our booking problem. Although it wasn’t her department, she was very helpful.

    Mrs. Hundley

    Reviewed by Traveler143258() on Oct 13, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We had an enjoyable trip after our check-in. Pretty resort, friendly staff and warm, clear, beautiful beach! Being shuffled around to 3 different lines and waiting 4 hours for a room was the one major problem.

    The Worst Experience

    Reviewed by Nola M() on Oct 12, 2019

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Here is what happened at the Sandos Caracol Eco Resort..in Playa del Carmen.... I personally will not ever return to the Sandos Caracol Eco Resort...here is why...My sister has return to this resort for 3 years in a row and told me all the reasons why I should join her. I live in Mexico at this time of year, so for me its just a bus ride away. She had originally booked single but upon talking we decided to see if she could add me to her room. She called the Sandos reservation number and they said no problem at all..they told her all I would have to do is pay the all inclusive fee .She asked for a confirmation number and they told her that she did not require it and for us to just pay for my share at check in. We meet at the hotel and when we talked to the check in desk..they said there is nothing on this reservation that allows us too share the room. As it was Sunday, they insisted upon me paying $173 USD for 4 nights that they said they were just putting as a hold on my card until it could be dealt with in the morning. I agreed. The next morning I was notified by my credit card company that the hotel had actually charged the full amount toy card...so we returned to the check in desk. The called reservation and finally had it ok'd that I could stay for $89usd a night.. we were happy. Then the person assisting us asked for my ID which was my residency card, he then proceeded to tell me that he was holding my card until I checked out..when I asked him why..he not so nicely say to me, "we are keeping it incase you refuse to leave your sisters room after your 4 day stay". I was shocked, but agreed as I did not want to fight over it at this time. Later that day we did return and said we were not OK with them insulted me and insinuating that I was a criminal and that I wanted my residency card returned.. and that I also had talked to my credit card company and wanted the charge off my card and just have a hold put on for the proper amt....they begrudgingly gave me back my card ..but also sternly reminding me about not leaving the hotel after my 4 day stay....ahain insulting me. I reminded them that they had $711usd of my money. My sister and I proceeded to the spa to use the hottub, sauna and steam room. My sister went into the steam room and as she was walking to the back of the room..steam was shooting out the bottom of the seating and hit her in the calf area. She immediately ran out if the room and stuck her leg under the shower..but it was burned. I looked around for someone to help and saw and Lady and a man in white shirts holding clipboards walking towards the steam room..they appeared to be inspecting the door and thermostat...I approached them and told them what happened ..the lady looked at me and blatantly informed me that that my sister could not of burned her lower leg as no steam come out of the bottom.. She then ignored me and walked away..not going to my sister or checking the room. I amazing ladies at the spa desk did help and put some cream on it. We stopped at the Concierges desk to she them and ask then to please notify someone..they ignored it and we left for our room. Later that day it was becoming very painful. I went to the Concierges again and insisted that she have medical attention.. it was only then that they said yes and send us to the doctor.. Who verified that it was a deep 1st degree burn and for my sister to return the next day as it would blister and the doctor wanted to tend to the blisters. The concierges desk called us later that evening and asked my sister to please come and sign a paper ... Not once did we receive a call to find out how my sister was doing or receive an apology for their negligence. The next day we stopped at the concierge and the paper was asking her to sign a waiver that they gave her doctor care at no charge and they she would not seek further compensation from Sandos Resort....she refused to sign the paper and told them she was to return to the doctor later that day. After this I contacted my lawyer and she confirmed for us " not to sign this waiver". We were gone all day and sure enough her leg started to blister. We again saw the doctor upon our return and she tended to the leg. Also upon returning to our room again the maid had not been there and the room was not cleaned..Twice this happened in the 4 days while I stayed with my sister.. Due to the burn my sister sustained sadly we were unable to do any if the water sports we had planned and that was very disappointing. The next day I checked out and later that day my sister contacted me to say they again called her to sign the paper....and only then did they inquire how she was doing....she is leaving tomorrow...very disillusioned and extremely disappointed as I was..and we will not ever recommending the Sandos Carcol Eco Resort..again.

    Individual ratings:

    Cleanliness

    Cleanliness-2

    Location

    Location-3

    Service

    Service-1

    A nice hotel but won’t return.

    Reviewed by Anthony S() on Oct 11, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We thought we would try a different style of hotel this year and we were attracted by the eco theme of the hotel and that it offered a beach holiday with a twist. The hotel is set in a jungle setting with grounds that are well kept, clean and teaming with wild life. The only problem with this is you should expect to be bitten by mosquitoes a lot from 3pm onwards. Rooms, we went for the adults only option room that was close to reception and the Brazilian restaurant. The room was clean and quite basic with little storage to put your clothes. On arrival we we expected fruit, wine , slippers and dressing gowns . we only got the wine and had to ask for things a few times. The mini bar was basic but was sufficient for our needs, again we had to ask for it to be restocked every other day. The air conditioning was faulty and had to be repaired 3 times during our stay ! Overall probably not worth the upgrade. Restaurants, we tried them all and found the food was of a fair to good standard on the whole. We ate at the buffet a number of times and found the food was a little basic with the same dishes being served up morning, lunch and evening even when they had themed nights! We found it quite repetitive and found the lack of variety disappointing. The beach, by the adult area was very rocky and slippery. You will need water shoes. There is a limited area that you can walk out into the sea , if you want a beach resort this is not the place for you. The hotel act quickly to resolve any issues and most of the staff are friendly. The hotel was clean but tired in places and needs some areas that are air conditioned. If you are looking for a 5* hotel and facilities this sadly is not the place.

    Individual ratings:

    Service

    Service-4

    Value

    Value-3

    One more case of Coxsackie virus (hand, foot, and mouth disease)

    Reviewed by KerryLS84() on Oct 11, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I stayed at this resort for six nights with my wife and my son. There were numerous things that left me disappointed. 1. Food No restaurants were open for breakfast or lunch except the buffet. The Mexican buffet was closed for every meal and no employee could tell me why. The Italian and Asian restaurants were decent, even though the concierge messed up my reservation for the Asian restaurant and we almost didn't get to have dinner there. 2. Customer Service We were forced to wait an hour while our was supposedly being prepared, even though we showed up on time, not early. During this hour a customer service representative gave us a summary of things to do at the resort. Then he asked us if we wanted to attend a sales presentation for the resorts Royal Elite club. We agreed to check out out a few days into the trip. Between the time we arrived in our room to the morning of our meeting with the representative from Royal Elite we had numerous courtesy calls from the front desk asking if we needed anything, and each time they reminded us of our sales presentation appointment. After the presentation we never received another courtesy call. This really made it seem like they were really only interested in selling us a vacation club membership. I also noticed that all of their employees that spoke English well seemed to only be working at the front desk or with the Royal Elite club, and anyone else had no clue what you were saying if you tried to ask them anything in English. 3. Cleanliness Like a lot of other people who you can find 1-Star reviews from on this site, I also contracted Coxsackie virus (hand, foot, and mouth disease) from something in the resort. High fever for days and a rash that is going on a week. Ended up missing five days of work from it. Don't go to this place if you are worried about hygiene. There are animals running around everywhere, especially around the pools and outside the restaurants. Spend your money somewhere else.