The hotel is really nice, specially if you are traveling with children and if you are not latin-american person. You have all kind of amenities and attractions inside the hotel. I celebrated my wedding in Playa del Carmen and unfortunately I chose that hotel as the main concentration point. Some people booked through together with me in the as a group, other people booked direct with flight tickets, there were around 80 people that booked around the wedding day in that hotel (from 4 days to 3 weeks). My guest came from the Netherlands, Belgium, UK, Portugal, Venezuela, Colombia, Chicago, Los Angeles, Norway, Chile, Argentina and of course from Mexico. When you have such a group it is really easy to see the treatment for the Latin-american people. The concierge and the front desk really have bad service to the latin people. I could make a big list but I will give just some examples.
1.- all the people from Europe booked in Club Select (they came only with their couples) and my now my husband and I booked in the family area (due too all our family that was coming). We were passing on the beach and we wanted to sit a bit and have a drink on the beach with our guest but it was the Adults Area only or club select (how they call it). We were kicked out from the area. I send and email to the reservation group organizer if she could do something for us, it was not handy to have the half of the gust in that area and we could not share with them. Martina Mairhofer explicitly said that it was IMPOSSIBLE, that my group did not have so many people in that area (but all the people from Europe booked outside oif the group, they did it direct with their travel agencies). My husband just pass ed by the front desk and just because he is DUTCH, with a big smile they say that there was no problem and they changed our bracelets to have access, that they understand that we have to host our guests.
2.- the wedding day I went to ask in the reception at 7:30 am for bathrobe because I had my make up at 10:00 am. It was 10:20 and I had to go again to the front desk to ask. No response. The bathrobes arrived once the make up had started.
3.- The wedding day my sister went to ask in the reception for a bottle of champagne to make as toast during the make up and the preparations. The front desk said that it was not possible, that they did not have that service. My sister asked that it was ok if we have to pay, she wanted to have a nice preparations but it was not possible even paying for the service. My mother in low just went to ask in the front desk for the champagne (lower kind of room that mine) and of course for her was immediately a yes, the difference is that she is DUTCH and they did not even mentioned any payment, everything was for free.
I can mention so more examples but it is very sad, at the end I had to ask my husband or european guest to ask in the reception. It is really a shame to have be treated like that. The behaviour was repeated agains the Latin-american guests.
Definitely I do not recommend this hotel if you come from any spanish speaking country!!!
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- Also Known As:
- Caracol Beach
- Sandos Caracol Eco Hotel
- Sandos Caracol Beach Resort Spa
- Sandos Select Club
- Sandos Caracol Mexico
- Hotel Sandos Caracol Eco
- Caracol Village Hotel Playa Del Carmen
- Sandos Caracol Beach & Spa Mayan Riviera
- Sandos Caracol Resort
- Sandos Caracol Riviera Maya