Ratings based on 2,124 Verified Reviews

4.0 out of 5
81% of guests recommend
4.1 Room cleanliness
4.2 Service & staff
3.7 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from South Gate, California

Nice Hotel with nature theme

Posted Jul 11, 2017
Pros: The restaurants around the hotel were great. The food and service was excellent especially in the restaurant steak and fish.
Cons: If it were possible to reduce the amount of mosquitoes as they due tend to get in the way of having a relaxing experience.
Location: There are many activities provided by the hotel, but there are also activities like explore and xcaret nearby where guests can enjoy.
The hotel has a very beautiful and natural scenery, but there was a small issue regarding the mosquitoes. The surrounding made us feel like we were truly around nature, but the only downside was that anywhere that there was an open space, the mosquitoes were a problem. The hotel was very nice and had a great variety for food choice.
Comment from Hotel Management
Jul 13, 2017 by The management, Hotel Management
Thank you for taking the time to share your SandosCaracol experience. We have taken all your feedback on board and this will be used constructively to perfect our future guest´s experience. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. Thank you one more time
2 out of 5
by A verified traveler from Texas

Would not recommend

Posted Jul 10, 2017
Not what I expected for being Playa Del Carmen. This hotel has limited beach access and it's rocky. Hotel is "Eco" friendly but couldn't wash their reusable cups properly. No straws, no bottled water and watered down alcohol. Closed their pools earlier than their posted signs time. Food was not great and the restaurant require at least three day notice for reservations. If it wasn't for the wedding there I would've booked elsewhere. I will never go back there again.
Comment from Hotel Management
Jul 13, 2017 by The management, Hotel Management
We are sorry to read of the poor impression you seem to have with respect to our hotel, the services and the staff. We would like to apologize as we can see that we fell short of your overall expectations. While we know that the vast majority of our customers have a quite different opinion about our hotel with respect to yours, I can assure you that we will keep working hard to further improve our hotel services. Regarding to our Eco Friendly experience, it is important to mention that we do not offer straws but you may ask for them and We will gladly provide them to you. We have water in rooms but as part of a reduce plastic program we have water dispensers. One more time, thank you for your valuable comments, we will take under consideration your opinion about our reservation process at the japanese restaurant which is the only one with reservation require. Thanks for your time. Rest assured that we will give the utmost consideration to your constructive criticisms. Best regards
1 out of 5
by A verified traveler from Texas

Hot and much needed upgrade

Posted Jul 9, 2017
The air conditioner in my room did not work well. My balcony door did not lock. Room needs upgrade. No bottled water. Food was ok. Would not recommend this resort.
Comment from Hotel Management
Jul 13, 2017 by The management, Hotel Management
We are very saddened to read your review and read that we did not fullfil your expectations. I truly regret the inconveniences you had during their stay. We have carefully noted each point you mentioned in order to improve, we are always worried about our guest’s well-being and strive to make holidays at our property an unforgettable experience. Thank you for staying with us and I hope you will give us another opportunity to serve you.
3 out of 5
Recommended
for Everyone
by A verified traveler from Miami, Fl

Ok hotel, beach awfull

Posted Jul 9, 2017
The room needed maintenance. The fridge does not mantain the drinks cold but fresh. The water fountain in the room, water was also fresh. The alcohol drinks were awful. The pool was dirty and the bar close to it does not offered any service. See photos for more details. I will give them a 3 start.
Comment from Hotel Management
Jul 13, 2017 by The management, Hotel Management
I am very sorry to see that our hotel fell short of your personal expectations. It is pitiful to see that nothing seem to have worked for you in our property during your stay. We will work with every single head department and the staffs in general to prevent from having in our house things similar to the ones you describe which in no way are reflective of this organization. Kindest wishes,
2 out of 5
by A verified traveler from O

Stressed to the max!!

Posted Jul 7, 2017
I thought some of the staff who was in guest services were nice and tried to be helpful. This place doesn't deserve a 4 more like a 2/3. We go to Playa Del Carmen every year for a vacation and we decided to try out a new hotel what a mistake! First the mosquitos were horrible my poor son and daughter were eaten up and couldn't stop scratching! 2nd the food was not good everything tastes the same and there were a few bugs in the trays of food I couldn't eat anything. They are misleading on where you can eat and when with with our children 17,14,10. We were anticipating going to the steak house ( my husband is Brazilian) but you cannot go until after I believe it was 8 with children. We couldn't get an appointment with the Japanese restaurant for 3 days and the steak and fish restaurant is average. 3 the beach is not what you expect, like I said we go every year and that's our main reason, for the beach and you can't even swim in it due to the rocks. 4 After being stressed out with all this we decided to go back to our room to just shower and relax to figure out what we were going to do, my mother in law came rushing out of her room because the shower was overflowing into the bedroom!! The tile in the shower is so off level that the water builds up in the shower pan and starts spilling over into the bathroom and everywhere else. This also started to happen in my room so we could only shower for 5 minutes! We only stayed that one evening and checked out and went elsewhere!
Comment from Hotel Management
Jul 10, 2017 by The management, Hotel Management
Dear Amanda, We are sorry to read of the poor impression you seem to have with respect to our hotel, the services and the staff. We would like to apologize as I can see that we fell short of your overall expectations. We are indeed working as I write with intense training for our staff. While we know that the vast majority of our customers have a quite different opinion about our hotel with respect to yours, I can assure you that we will keep working hard to further improve our hotel staff and services. Regarding about the mosquitos, since we are located in the jungle, it is only natural mosquitos are around, however daily fumigations (human-animal friendly) are performed.. The number of mosquitos can also vary according to the season and rain frequency. We apologise if the repelent we provide did not work for you, it is usually really helpful to our guests. We are really aware that all of our guests come with a relaxing and fun purpose, in order to surpass your expectations, we have only adults shedules in different restaurants, this is a policy that has worked effectively to most of our guests to increase privacy but also comfort to them. As you mention with our Japanese restaurant, we usually suggest to reserve a table there as soon as you arrive. e are really glad to say, it is our most popural restaurant, that even before their arrival, guests are asking for it. I understand you felt our beach was not the best as we are aware there are some rocky areas, but it is only in certain areas, since a lot of our guests love snorkeling and swimming and they have found it enjoyable. It is also really pitiful to read your room was not acceptable saying the situation about the shower, We wish you could have stay longer than a night, to fix your experience and turn it into a great and unique. Best regards
4 out of 5
Recommended
for Everyone
by A verified traveler

Familiy Hotel!!! Nice for kids

Posted Jul 7, 2017
Sandos Caracol Eco is a good hotel for family with kids! Good pools, nice water park and excellent staff. The night shows are awesome.
Comment from Hotel Management
Jul 7, 2017 by The management, Hotel Management
Thank you so much for your comments. It is really motivating to read you enjoy with your family our facilities, like you mention, one of our highlights is our water park that includes 29 waterslides. Definitely you fine one perfect for every age. Our nightshows reflect our love to our country with our mayans stories. Although We are sure you enjoy our family shows. We will be so glad to have you back.|
4 out of 5
Recommended
for Everyone
by A verified traveler from Laredo

Posted Jul 5, 2017
We enjoyed our stay. Hotel is being renovated and we had to walk more than usual, but it was great to walk in the middle of the forest watching the animals and plants. Restaurants had excellent food.
Comment from Hotel Management
Jul 6, 2017 by The management, Hotel Management
Thank you very much for your pleasant comment about your most recent experience at SandosCaracol Resort. We appreciate your compliments as well as your constructive criticism. We know how important it is our guests opinion to the continuous growth of our hotel, so thank you for that. We hope to see you really soon. Best regards
1 out of 5
by A verified traveler from Atlanta, Ga

I will not use Expedia again nor stay at Sandos

Posted Jul 5, 2017
We booked 2 rooms. They were not available upon our arrival. In fact it took them 3 days before any rooms were available. They had some sort of huge plumbing issue any my of their buildings were uninhabitable. We should have been warned before we left for our vacation. The property smelled. The front desk and front desk manager were not helpful. The water park was closed the first day we were on the property. The ruins in the back of the property were closed. On Thursday the main pool was closed. I took my grandchildren on what I had hoped would be a fun vacation. It turned out to be a nightmare!
Comment from Hotel Management
Jul 8, 2017 by The management, Hotel Management
Dear John, We apreciate your comments that are definitely vaulable for us to improve everyday. It is pitiful to see that nothing seem to have worked for you in our property during your stay. We will work with every single head department and the staffs in general to prevent from having in our house things similar to the ones you describe which in no way are reflective of this organization. Kindest wishes,
1 out of 5
by A verified traveler from Irvine, United States of America

I'm not recommending this hotel to any one.

Posted Jul 5, 2017
*We had a horrible time in this hotel, MY KIDS SUMMER RUINED* We paid for 2 adults and 2 kids They didn't even had my husbands name in their system. After 5 days of our stay guest services called our room early in the morning when we all were sleeping said you have your gifts and welcome package in the lobby come and see me.He was going to give us tour after 5 freaking days of our stay to show us the hotel.No gift for us because we had to go to the timeshare tour the first day and my older son was so sick"3 of us got food poisoning " Last night I did our early check out they print me the receipt said have a safe trip back home you don't have a balance and told me to drop off the keys in the morning. We left our room when we came back they had our room locked we went back to front desk they said I owe them money for the EXTRA PERSON that I brought with me. I asked for the manager they said manager is gone for the day after I persist to talk to a manager they called a very rude guy I thought he is the regular employee with a dirty and wrinkled uniform he start yelling at me before I even start to explain the story and said you have no way to go to your room until you pay for the EXTRA PERSON that you brought with you I asked for his name he covered his name badge and said you don't they send us including my KIDS with a security following us to the room they stayed behind my door had their feet between the door until I grabbed my credit card.
Comment from Hotel Management
Jul 13, 2017 by The management, Hotel Management
Dear T. We are very saddened to read your review, We never like to read such comments however we appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. We have carefully noted each point you raised and would like to apologize for the experience which left you with dissatisfaction, and we will inform every department involved as this is such an unusual perception. Thank you for your valuable comment
4 out of 5
Recommended
for Everyone
by A verified traveler

Loved the animals and jungle setting!

Posted Jun 28, 2017
Pros: The animals and jungle setting.
Cons: The food and shows. All of the continued sales approaches are off-putting.
Overall we had a very nice experience here. We had booked an Eco Superior room with a King bed and got one with a queen and 2 bunks. Apparently they do not have any of this room type with King beds so this is an issue. But the view was very nice and most importantly, the AC worked great. Loved the animals and jungle setting. The Mayan fire show on Saturday night was awesome. The food was average but it was notably worse at the Mexican restaurant. They need to look at that. But the view at the Mexican restaurant is incredible. That will be the place where you can see monkeys playing in the trees while you eat. All of the sales approaches are not what you want or expect at a resort. It was hard to know who was real hotel staff that could help you vs someone who would appear to want to help you and then try and sell you something.
Comment from Hotel Management
Jul 6, 2017 by The management, Hotel Management
Thank you very much for your pleasant comment about your most recent experience at SandosCaracol Resort. We appreciate your compliments as well as your constructive criticism. We know how important it is our guests opinion to the continuous growth of our hotel, so thank you for that. We hope to see you really soon. Best regards