Ratings based on 2,154 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 los angeles

Great resort

Posted Sep 12, 2017
We stayed in this hotel 7 years ago and they've expanded the resort and it looks great.The beach was wonderful and the water was clear.
3 out of 5
by A verified traveler

Nice hotel staff, terrible front desk

Posted Sep 4, 2017
So first thing that happened once we checked in, we were being sold their vacation elite packages. I didn't want to be rude, so I listen and was told all that they would promise after a 90 minute presentation the next day. I show up the next morning for my 90 minute presentation, but I tell them that it has to be 90 minutes because I had plans to go to Tulum that day. They told me 90 minutes repeatedly the prior day. The day of the presentation they tell me, they couldn't take me because I only had 90 minutes. I came through on my end of the bargain, they did not. Later that evening I went to the Italian restaurant and I was completely forgotten about with my family. Took us about 2 hours to order apps, main course and desert. Never got my drink refilled. Aside from these terrible experiences the first few days it was good. The restaurant workers are amazing, aside from the Italian restaurant. The bartenders are pretty good. Still this restaurant could take tips from the Riu. Needless to say I probably wouldn't be back.
Comment from Hotel Management
Sep 9, 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. I 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 services. Thanks for your time. Rest assured that we will give the utmost consideration to your constructive criticisms.
4 out of 5
Recommended
for Everyone
by A verified traveler from Tecate BC

Nice hotel for stay with kids

Posted Sep 1, 2017
We found the hotel very good for stay with kids , the animals and the water park is pet of the adventure . I recommend this hotel if you want to travel with kids . Thanks
Comment from Hotel Management
Sep 2, 2017 by The management, Hotel Management
Thank you so much for your pleasant comment about our hotel, we hope to see you really soon.
5 out of 5
Recommended
for Everyone
by A verified traveler from New Jersey

It was a pleasure to be there

Posted Aug 28, 2017
We are very pleased with our stay . The room was clean , comfortable . The food was beyond expectations. Most friendly and helpful staff. This is our second time there, we will be back.
Comment from Hotel Management
Sep 2, 2017 by The management, Hotel Management
Dear Guest, On behalf of the SandosCaracol family, we thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 27, 2017
Great place for kids. Waterpark is worth the stay there. Food could have been better especially at the buffets. Overall, would rate it a 4 out of 5. The restaurants were warm inside.
Comment from Hotel Management
Sep 2, 2017 by The management, Hotel Management
Thank you very much for your pleasant comment about your most recent experience at Sandos Caracol 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
3 out of 5
by A verified traveler

Beautiful gardens

Posted Aug 26, 2017
We enjoyed our stay here. Nice location. The check in and check out process is horrible!!!!! If you survive the 45 - 60 minutes for this the rest of your stay will be fine. I would like to thank Juan Vargas in the Laguna restaurant. He was amazing and should be commended for his customer service skills. The front desk and concierge staff could learn a lot from him. The food is average for an all-inclusive- basic buffet food. Please add towel racks in the rooms so the towels could be hung to dry and reused as suggested. Difficult to use again if there is only 1 hook. Would be nice to have chairs in the room as well.
Comment from Hotel Management
Sep 2, 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
4 out of 5
Recommended
for Families
by A verified traveler

Posted Aug 25, 2017
Pros: The waterpark was perfect for my two kids who are 2.5yrs and 4yrs old. The pool and beach were both really nice with plenty of lounge chairs.
Cons: The kids club is not that great, and the rules seem to change daily. The woman who checked in our kids was really rude.
Location: We went to town twice, and it was $11USD and about 15min taxi ride.
We had a little bit of a rocky check in, and didn't get the room we had wanted, but the rest of the stay was pretty good. I wish I would have had the option to upgrade our room. I called and emailed the hotel a few times in the month prior to our arrival to attempt to upgrade (paid), but was told that was not possible. Once checked in and settled to our room, the resort was amazing, and really great for little kids. The staff was friendly and all of the amenities were great for the price.
Comment from Hotel Management
Aug 27, 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
5 out of 5
Recommended
for Everyone
by A verified traveler from Milwaukee,WI

Really nice for Family and Kiddos

Posted Aug 25, 2017
There is so much to do here with the kids. I liked how they would use the kids staying in the kids club to participate in their shows, particularly the kids show. It was nice!
Comment from Hotel Management
Aug 27, 2017 by The management, Hotel Management
On behalf of the SandosCaracol family, we thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes
1 out of 5
by A verified traveler from Manchester

Disappointed :(

Posted Aug 25, 2017
Pros: Water park
Cons: The whole hotel and it's staff need a shake up! It needs cleaning, brightening up and the reception staff need to smile!
Hotel staff were rude. Check in was the slowest I've ever experienced and staff are not friendly at all. Stayed here in 2012 and felt like a completely different hotel this time. Needs updating massively. It has gone completely downhill in all aspects. My daughter cut her foot in the pool from sharp missing tiles, had to ask for pool to be cleaned, couldn't see the bottom. Water leaking in from roofing in various parts making it really dangerous. Child slipped across floor because of water in buffet and really hurt himself. Food a complete disappointment apart from steakhouse and Japanese which were excellent. Rooms were ok but the headboard had a screw We were eaten alive by mosquitoes and when asked if the place gets fumigated, was told this is the jungle, what do you expect! Not what I asked. Anyway asked concierge if communal areas get fumigated and was told lobby had been done at 7pm. General chat with to bar staff, said there was lots of mosquitoes even though its been fumigated, they said its not been done for days. Eco hotel which is good but seems like the animals have taken over now from last time I was here. They are too much, Koati's in all the food in the day and the racoons in the food at night. Animal excrement not cleaned up well and would never recommend this hotel to anyone.
Comment from Hotel Management
Sep 1, 2017 by The management, Hotel Management
Dear guest, We are 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
5 out of 5
Recommended
for Everyone
by A verified traveler from usa ct

Posted Aug 24, 2017
We had a fantastic time! Our kids loved the resort as much as we did. There was always something to do for both adults and children. Kids club staff worked so well with our 9 year and 2 year old. They loved seeing the animals and having different choices of things to do each day. Thank you for such a wonderful stay!
Comment from Hotel Management
Aug 24, 2017 by The management, Hotel Management
Dear Justine, On behalf of the SandosCaracol family, we thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes