Sandos Caracol Eco Resort
Carretera Puerto Juarez-Chetumal Km. 295, Solidaridad, 77710 Playa del Carmen, Q.R.About
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Added by Jopie, at 06 February 2017
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20 Reviews
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24 April 2018
Hotel has a "Eco" theme and thus it felt like you are in jungle. If you have a family it is a great hotel as it provides activities for all ages. Even as an adult the hotel does a decent in terms of service, quality. In terms of servicing, they were above average in responding to my needs and exceeded my expectations. There lcould also be a bit more availability for 24/7 food and the food quality can be slightly better at the buffets. The a la carte restaurants were a lot better. The standard room in which I stayed at is a bit dated and needs updating but if you booked the slightly updated room then they are decent for sure.
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21 April 2018
I was in my room, ready to pack after a really great stay. I had the deadbolt and upper-latch in their locked positions. An employee came to the door, without knocking, and tried to open my door. Because it was locked, it did not open for them. They proceeded to tug and pull on the door while I got up to see who would dare try to break and enter in broad daylight. I saw, through my peep hole, they were wearing the apparel of the Sandos employees. I unlocked my door, and attempted to open it to ask what was so urgent that they felt they needed to come in without knocking first but my door would not open. I was locked in from the outside. I tried calling the front desk, and no one was answering. Finally someone picked up, said "one moment please" in Spanish, and before I could ask for help, she put me on hold. It felt like an eternity. I hung up, as the man was still at my door, and he was shortly joined by another employee, who opened my door from the outside. I asked what on Earth they needed, and neither of them spoke English, but they communicated to me that they wanted to restock my fridge/mini bar. FOR REAL!?!? I looked at the door, and the handle was pulled away from the wood by about 2 inches on the outside. The men left, and I called security, who thankfully answered. A security guard came up and fixed my door, and as he spoke some English, I tried to tell him what happened. He seemed unbothered that I was sobbing my eyes out from being scared to death. My safety is important to me. And as a woman travelling alone in a foreign country, I did not feel safe today. I am not satisfied with how the situation was handled. I would not recommend any solo travellers to stay here. Unprofessional, and not worth the risk!!!
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13 April 2018
Great resort for the family. The kids loved seeing all the monkeys and animals. Rooms and grounds were very clean, staff was super friendly. The only thing we found not great was the food. The beach had lots of sea urchins but all in all we had a great time. The pools were a lot of fun and were open till 11:00 so that was good for a late swim. Great place to stay with kids.
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07 April 2018
We spent 12 nights (March 2018) in this beautiful resort. We really enjoyed our stay.
The staff was very friendly and had always a smile on.
It felt like the resort was build right in the middle of the jungle, a lot of greenery and animals.
We tried every restaurant at least once. We even were able to reserve two dinners at the Tepanyaki (Japanese restaurant with a great cooking show). Make sure you reserve as early as possible, because there is a long waiting list.
Although the most surprising restaurant was the Salvia (vegan food) at the beach front - try the stuffed pepper! Amazing! Special thanks to Alberto and his team.response / report this review -
16 March 2018
Not first time in Riviera Maya but first time the resort hotel. I have been in adult only section, penthouse room was really big and comfortable. Services in swimming pool , restaurant and bar for adult was just ok. Nobody spoke English !!!! Communicating with the service not an easy task. The beach does not belong to comfortable , a lot of stones , you have to be very careful when you swimming. Also first time in mane live to travels i have to wait two hours to check in at the hotel, like everyone else who just come to the hotels. Summarizing how much cost me and mane family Sandos Caracol we can stay much better resort in Riviera Maya.
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05 December 2017
We got married here with a group of 39 of us November 18-25th 2017. The food was fantastic, the drinks were great and the surroundings of animals and jungle atmosphere was magical. I would go back in a heart beat. The resort staff and wedding staff were top notch we had zero complaints. Our wedding was amazing and this trip with friends and family will be one of the most special things I have ever experienced. Love this place!
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28 November 2017
We had a wonderful room! Freshly updated- wonderful bathroom, amazing bed and a great patio. The food was amazing! The Steak House and Mediterranean restaurants were my personal favorites. Helpful staff and great service.
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27 November 2017
The room is amazing, the service is outstanding and the experience is unforgettable. The shows are a unique way to learn about the Mayan culture and history. Sandos Caracol Eco Resort has everything to meet all your family's needs. We had the best time of our lives. The only sad thing is having to leave.
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27 November 2017
Wonderful resort that caters to adults and families. Great place for everybody to enjoy with lots of activities. The staff is helpful and friendly.
Our room was spacious and clean. There is a wide variety of food to chose from as there are 8 restaurants and a 24 hour snack bar.
The beach is clean, with an adult only area and a family area. There is even a water park.
My favorite part is the free roaming wild animals as this resort is situated in the jungle.response / report this review -
19 November 2017
We have been in several vacations as a family and this was by far the best thing our family has ever done together. The rooms were modern and very clean. There was always staff doing upkeep on the buildings, nothing seemed run-down. We have 4 kids so we had to pay for two rooms, which I think is standard among all resorts.
The food is very good. Does not seem like cafeteria good like some resort we have stayed at. I never felt sick from the food. The staff are all very friendly and very hard working and yet do not act needy for tips.
The only thing that was a downside for me was the coral off the main beach. It was a little hard for the kids to play in the ocean, but they got there fill and there was so many other things to do and see on the resort that they didn't feel deprived. I would recommend this resort to everyone but it caters particularly well to families. We will definitely be planning another trip here!response / report this review -
09 October 2017
Animals everywhere, definitely the biggest perk. Variety of food/restaurants. Good size rooms. Clean beach. Paths need more night lighting, major trip hazard. No music at adults pool. Pushy to join club/membership.
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05 October 2017
One of the best resorts Ive been too! Staff is friendly, a beautiful location, great for anyone who wants to go on a more eco friendly vacation (or those who don't care). Will be going back again!
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09 August 2017
Lovely resort, tons of activities for kids and adults alike. Rooms were clean and bed was comfortable. About a 45 minute drive from Cancun airport. There is so much to do here and in the surrounding territories from shopping to exploring ruins and excellent beaches. My only regret is not staying longer. I was here for 4 days but to truly soak up the culture and the area, one should stay at least a week. Looking forward to going back. The wildlife roaming the resort is a first but you get used to it quickly and remember, DO NOT FEED THE ANIMALS!
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06 August 2017
Absolutely amazing! I only paid $800 for a whole week's stay- flights from Michigan included! For a great room, friendly staff, unlimited food, unlimited drinks, and an all-around excellent 5-star resort, that's incredible. I never ran out of things to do. Every day was an exciting adventure.
It was so amazing, that I found it was the perfect place to propose to the love of my life. She said yes!!
I do, however, have a few nitpicks I hope the resort can resolve before I visit again.
The bikes were just garbage. The only working ones were reserved for staff.
Some of the nicer restaurants severely over-cooked our food -especially the steak.
There was a mix up with our room locations.
Otherwise, I have no complaints. 5 stars.response / report this review -
14 June 2017
Absolutely love it here, there is nothing I don't like about Sandos Caracol. The staff are lovely and go out of their way to help You, the rooms are nice and are cleaned everyday with fresh bedding and towels replaced daily, the food is delicious, some of the shows were fantastic especially the fire of life show on Saturday nights, the resort jungle is perfect and clean, as is the whole resort. The cenotes are beautiful. The pools and water park are great. Whether you want to just relax by the pools or on the beach or go on an adventure this is the place to do it. Very highly recommended, I can't wait for my next visit.
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12 April 2017
I have never taken the time to write a review, however this experience was too bad not to write about. My wife and I recently got married and landed on Sandos Caracol for our honeymoon. The website made the resort look very legit and the "adult only" section was extremely appealing, however as soon as we got here we realized it was a mistake. Our room was not ready upon arrival, the "adults only" section was crawling with children, cigarettes were being smoked in the pool, and the area property smelled of sewage. We tried to remain positive and figured we could still have a relaxing time with drinks and good food, however the drinks were slow and the food was extremely limited. The buffets were borderline inedible, and I can't count the number of times I watched children grab food items directly off of the buffet. They advertise having 8 restaurants, however the two good ones are only open for dinner (we did have some good meals there).
On the 4th night, I got food poisoning from one of the Brazilian meats that they were serving. I was in and out of the bathroom from 2 AM to 2 PM and did not get any sleep. When I tried to take a shower to calm my nervous system, the hot water wasn't working. We called to explain the situation and requested they fix it. 18 hours later, it still isn't working. We call again and they told us there was a broken pipe and there was nothing they could do. My body still aching after a night of vomiting, I turned to the the tub on the patio only for brown water to start spurting out of it.
At this point, we were fed up enough and wanted to be anywhere but this resort. We went to the front desk and told the manager on duty (Rafael I believe) that we would like to cancel our last night and have the money refunded, which he reluctantly agreed too after some arguing. We came to an agreement and he said they were making the change to our reservation and that we'd see the money back in our account within the week. With this money we planned on paying the additional $200/flight to move our American Airlines flights up a day which we did. Upon checkout the next morning, we were told by a different employee that they could not refund us due to their strict cancellation policy. They also requested our passports and credit cards and tried to make us pay for the entire trip again (>$2,500), upon which we provided the receipt proving we'd already paid.
What was supposed to be one of the best weeks of our lives was easily one of the worst. We have been told the manager would be calling us so that we can work out the money we were supposed to be refunded for the night we didn't stay, but this has yet to happen. We have called the resort a number of times and they've either put us on hold or hung up on us. I hope this to be rectified, but it has been almost a week and Sandos has not made any attempt to speak with us and it seems pretty clear that they are actually avoiding us at this point. I have stayed at many all inclusive resorts, and none have come close to the "honeymoon from hell". It was several grand wasted, but more disappointingly a honeymoon that we can't get back.response / report this review -
02 April 2017
Rooms are out dated, but very comfortable and clean. And I don't care for luxuries. The resort is in the middle of the forest. Wild animals all around, bat, monkeys, and other native animals. Kids love it. Theres also a theater with a well produced show each night. The food and drinks are great. Plenty of options for everyone. All staff I ran into were nothing but polite, friendly and happy. Then again, I'm of the kind that treats the staff like friends and not servants. There's a huge water park for kids and adults alike. And plenty to see in the resort. You can spend your entire vacation in the resort grounds and not feel like you are missing anything. And you are also located near many great attractions and exciting excursions. One thing that doesn't bother me that much but some may complain about is the smell in some parts either from the animals or a swampy area.
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21 March 2017
We had a great time at the resort! My oldest swam everyday and loved the waterpark!! Great restaurants and the workers were very friendly and helpful. The front desk was very very slow though. My kids live on a schedule and supper didn't start till 6 at most restaurants which made them cranky many days when they are used to eating at 5.
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07 March 2017
We had a great week at Sandos Caracol Eco resort. The kids (7,9) enjoyed the jungle feel, the animals, the water slides. The beach is rocky, which is not good for our feet but is great to go scuba diving directly from the beach. The kids were able to scuba dive and see thousands of colorful tropical fish. Food was perfectly fine for an all inclusive resort like this. Every person from the staff was very nice to us.
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13 February 2017
Enjoyable resort, once you get passed the initial period of them trying to sell you on the "Royal Elite" membership. Do yourself a favor and skip the 3 Hour "90 Minute" breakfast presentation. The restaurants are of good quality and a good variety. The beach is a little lacking, but they're partnered with a nearby resort that allows you to use their (far superior) beach for free. The staff is very friendly and helpful. Overall, you could do a lot worse for the price. I'd recommend this resort if you can find a good deal.
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