We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Would not go back.” 2 of 5 bubbles
Review of Sandos Caracol Eco Resort

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 3 more sites!
Sandos Caracol Eco Resort
Ranked #70 of 212 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersSilver level
Toronto, Canada
Level Contributor
15 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
“Would not go back.”
2 of 5 bubbles Reviewed 19 August 2014

We traveled to Sandos on a referral from a friend who had purchased a vacation package with them so we were fully expecting to enjoy our stay. We were there to take part in a sales presentation and possibly purchase.
Upon arrival we were placed in an old room that stank of must, cigarettes and pot. The room felt dirty and we were not comfortable to sleep there. The mini fridge, when opened, smelled as though something had died in it. The room was dark, with a small balcony with a chair and view of trees. No internet in the room, and no coffee maker. The only area that looked updated was the bathroom area, other than that we are talking a dirty room from the 80's. Very depressing.
We had decided to check out after 30 mins, only then were we given a room upgrade to the Adults section.
The adults section was much more modern, with internet & coffee maker, water dispenser.
The manager at front desk was helpful and courteous.
Very clean. However the cleaning/ maid service didn't arrive until we called them on our last day.
The food was average at the buffet and restaurant in the adults section was just food. The service in the adults section was good, servers very pleasant and welcoming.
The room service was ok, with small portions.
The property is hard to navigate at first, you feel lost. It is a long walk to the beach.
They have several shops on site which are very nice. The jewelry store was impressive.
The beach Zumba was fun, which goes on daily. The beach is nice, a bit rocky but nothing water shoes can't solve. Tours are offered onsite.
The members rooms closest to the beach, look nice and modern however they are all in 2/3 story building with no ocean view, only a direct view of the pool which is always full and noisy.
No private balcony, patios....poor designing on their part.
We are not overly fussy but sadly had more complaints on this property than positives.
There are so many options in this area of the world.. why would one pay to stay in a dark, dingy room?!
Sandos needs to do some serious over-hauling to their accommodations!!

  • Stayed July 2014, travelled as a couple
    • 2 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Catty_Vega
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a Review

12,014 reviews from our community

Traveller rating
    5,634
    3,996
    1,369
    581
    434
See reviews for
5,259
4,097
150
58
Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (2,078)
Date | Rating
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Greek first
  • Hungarian first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Polish first
  • Portuguese first
  • Russian first
  • Slovak first
  • Spanish first
  • Swedish first
  • Turkish first
  • Any
English first
Grayslake, Illinois, United States
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 18 August 2014

My family just spent a week at Sandos Caracol. We had a wonderful time. The staff treated us like royalty. Everything was perfect. We usually leave the resort to go fishing or snorkeling but this year no one wanted to leave because they were having too much fun at the resort. The food and facilities at the resort are great but the staff is what makes the resort 5 star. Bernardo at the pool bar and Antonia at the buffet were excellent wait staff and waited on us hand and foot. But they were not the exception. Everyone was great. I can't wait to go again!!!!

  • Stayed August 2014, travelled with family
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank David L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed 18 August 2014

Here is the long and short of it. I really wanted to love this resort. There are parts that I loved, others that I didn't.

The resort is beautiful, lush, and memorable, which makes the rundown and outdated condition of our room even more disappointing. We stayed in the family (non-elite) section of the hotel, in a centrally located room. The room was very clean, but tiny, dark, and rundown. The connecting door to the adjacent room provided us a front seat to the middle of the night conversations of our neighbors. It was as if we were in the same room. I'm guessing that not all of the rooms are this way,but I couldn't tell you which buildings have the renovated rooms.

The resort itself is a really beautiful place with wonderful staff and a family friendly vibe. They spend a lot of time providing very high quality educational experiences about the environment and Mayan culture, which was a high light of our trip. The Xcalacoco shows are a MUST and if you take the time to participate in their planned activities, you will not be disappointed.

Kids Club: My kids really enjoyed the kids club, but they should really add a few staff people. The poor girls who work there are wonderful with kids, but they need help. They are too busy dealing with checking kids in and out to really supervise the kids, so PLEASE Sandos Management: help those girls out and hire a few more people!!!. My kids were able to be a part of the Disney show, which was a highlight of their trip.

You MUST bring: WATER SHOES (the beach is super rocky). A POWER STRIP. There was no extra outlet in our room, so we had to either charge our devices in the bathroom or unplug the fridge or TV. WALKIE TALKIES are helpful. Especially since the Kids Club no longer uses beepers. We gave our kids a walkie and had them call us when they were ready to leave. Super helpful, because otherwise, you have to let the them know where you are going to be and you can't leave the area or change your mind about your plans.

HAPPY HIGHLIGHTS: The gardeners gathering coconuts around the Aqua Park and breaking them open for us to drink the water. Finding a HUGE spider monkey just hanging out in front of the door to our room. The Xcalacoco shows.

I

Room Tip: Ask for a renovated room.
See more room tips
  • Stayed August 2014, travelled with family
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Elizabeth W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 18 August 2014 via mobile

Travelled in November 2012 and loved it. Weather was nice and hot, overcast occasionally but didn't matter as was there for 2 weeks so had plenty of sunny days. 100% recommend staying in the adult select club if your travelling as a couple, have an adult only pool didn't use the normal pool once was overcrowded and full of children. Got a free upgrade to adult select club was really impressive lovely rooms. Unique hotel with monkeys that we saw around the resort and even walked a lap around the pool. Wouldn't get too close like I did as tried to attack me. Beach is not the best, nice but didn't go there much, trip to cancun is a must (the beaches there are amazing) also Tulum trip don't bother doing it through the hotel or travel agent just get a taxi to playa del carmen then the bus to Tulum then pay for entry when you get there works out a lot cheeper and beach there is amazing too. I also recommend going to Xplor which was AMAZING loved it!! There's zip wiring, driving a 4x4 car, swimming in the natural Crystal clear water in the caves etc.. Well worth it. Food nice bit samey at the buffet but all places are. Steak house was really nice as well as the Mexican. Like other reviews there was a smell when walking over the bridge to the buffet restaurant but just hold your breath whilst you walk over .. Nothing to complain about it's an Eco resort so all natural. Staff friendly enough. Overall had a great trip and would go again.

  • Stayed November 2013
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Kc91
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hove
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed 15 August 2014

I booked last minute through a website, and recieved a Thomas Cook holiday. I really loved the resort. We stayed in the select adults area and had a jacuzzi bath in our room. It was just myself and my (now) fiancé but I can see the appeal for families with children too. There is a lot available on the resort, and it's completely unique with the natural area being respected, wildlife, cenote, snorkelling on the reef, introduction to the Mayan history. I learnt to catamaran sail quite reasonably with freddy in the resort, and many different fish swam right next to me literally by the shoreline! Wow mexico, you've stolen my heart! We loved the adults beach palapa with waiter service, we loved our romantic boat ride, we loved out romantic meal, thanks to the sub director Nicky for our surprise flowers and towel arrangement on the bed when we had our romantic meal on the beach, blew me away and I'm sure we will treasure this trip forever. The waiters and waitresses, especially Grey in the Brazilian adults only section were tireless, engaging friendly warm and fun. It's got so much, we stayed for 10 nights and honestly, we needed 14 at least. We did a couple of trips, tulum, coba, playa del carmen jewellery shopping and there's loads we didn't get time for. Trip of a lifetime, I'm definitely coming back. Only suggestions to eco sandos, our room service was hit and miss, took ages a few times for a sandwich order ie an hour, but tasted good. Mini bar restocking seemed as and when they were passing, not regular, and also the room cleaning..annoying to keep asking for toiletries and bath robes which were part of the room we booked Left safe open accidentally one day, not entirely sure if a / couple of £20 note went missing?? Other than that, it's got really high standards of cleanliness and service, and it was perfect for us. Can't wait to go back already! We paid £££ and got £££ good value.

Room Tip: Our room had a natural feel, not overly modern and soulless, and loved the jacuzzi bath, great choic...
See more room tips
  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
4 Thank lauralasheshove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Caracol, Director de Relaciones Públicas at Sandos Caracol Eco Resort, responded to this review, 18 August 2014
Dear guest,

We are very proud to read that we accomplished to be the perfect place for your vacations and thank you for sharing your opinion on the tripadvisor website.

I will make sure to let JNicki and Grey about how their help made your holiday a much better experience. All of our staff endeavour to deliver that personal touch to all guests in the hotel, and we are delighted that you experienced this customised service.

Thanks to the time you have invested in leaving your experience on the tripadvisor travel site, lots of other people who are thinking about the Riviera Maya will read how beautiful the Mexican attention to the guests is in our resort.

Please make sure to contact us prior to your arrival next time you come so we can help you with any requests you may have.


Best regards,

Fatima Medina
Web Relations Manager
Sandos Caracol Eco Experience Resort,
webrelations.caracol@sandos.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Minneapolis, Minnesota, United States
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 15 August 2014 via mobile

The best experience in Mexico! We came down for a wedding with 25 adults! Stayed in the adults only section which was amazing! Th resort does an amazing job with the wedding, ceremony, reception, everything! The service and food was amazing! I loved the Eco experience and having the adventures right in the resort! We were also there during spring equinox which was amazing cultural experience!

  • Stayed March 2014
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Laura K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Caracol, Director de Relaciones Públicas at Sandos Caracol Eco Resort, responded to this review, 15 August 2014
Dear guest,

We appreciate the time you have taken to write this positive feedback about your stay in Sandos Caracol

At Sandos Hotels we have a commitment to provide quality service beyond our guests’ expectations, and it is a real pleasure for us to know that we have achieved our goal.

This definitely strengthens our philosophy of seeking the highest level of service excellence, we are proud to know that everyone provide a high quality service, we will pass your kind comments to the staff.

We would be glad to welcome you again when visiting the Mexican Caribbean next time.
Best regards,

Fatima Medina
Web Relations Manager
Sandos Caracol Eco Experience Resort,
webrelations.caracol@sandos.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hays, Kansas
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 14 August 2014

We were a family of 11, 7 adults and 4 grandkids! The whole resort was a great experience for all of us, from snorkeling in the ocean and cenote, the wonderful restaurants, the kids shows,to the beautiful Eco setting with all the animals, we loved it all! Our rooms were great, service was great, there's not one thing we didn't like. It was super fun, we would definitely love to come back again someday,

Room Tip: We stayed in building #35 , had 4 rooms, no problem with the location, close to the lobby and the b...
See more room tips
  • Stayed August 2014, travelled with family
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank Marilyn H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sandos_Caracol, Director de Relaciones Públicas at Sandos Caracol Eco Resort, responded to this review, 15 August 2014
Dear guest,

Your comments regarding your recent stay in the Sandos Caracol Eco Resort & Spa are very much appreciated by the entire team of workers you recently met during your holidays.

Thanks to the time you have invested in leaving your experience on the tripadvisor travel site, lots of other people who are thinking about the Riviera Maya will read how beautiful the Mexican attention to the guests is in our resort.

All of our staff endeavour to deliver that personal touch to all guests in the hotel, and we are delighted that you experienced this customised service.

In the hope we will see you soon again in the Sandos resorts, we invite you to write us a mail before your visit to help you with any requests you may have.

Kindest regards,

Fatima Medina
Web Relations Manager
Sandos Caracol Eco Experience Resort,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Also consider these accommodations in or near Playa del Carmen
2.2 mi away
The Reef Coco Beach
The Reef Coco Beach
#104 of 212 in Playa del Carmen
3.5 of 5 bubbles 3,467 reviews
16.0 mi away
Catalonia Riviera Maya
Catalonia Riviera Maya
#8 of 17 in Puerto Aventuras
4.0 of 5 bubbles 7,978 reviews
17.8 mi away
Barcelo Maya Tropical
Barcelo Maya Tropical
#5 of 17 in Puerto Aventuras
4.5 of 5 bubbles 4,182 reviews
Show Prices
Show Prices
Show Prices
22.4 mi away
Grand Palladium White Sand Resort & Spa
22.2 mi away
Grand Palladium Colonial Resort & Spa
5.4 mi away
Iberostar Tucan Hotel
Iberostar Tucan Hotel
#39 of 212 in Playa del Carmen
4.5 of 5 bubbles 6,272 reviews
Show Prices
Show Prices
Show Prices

Been to Sandos Caracol Eco Resort? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Sandos Caracol Eco Resort

Property: Sandos Caracol Eco Resort
Address: Carretera Chetumal Pto Juarez Km 295, Solidaridad, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#27 Green Hotel in Playa del Carmen
#40 Top resorts Hotel in Playa del Carmen
#47 Spa Hotel in Playa del Carmen
#59 Family Hotel in Playa del Carmen
#72 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Sandos Caracol Eco Resort 3.5*
Number of rooms: 956
Reservation Options:
TripAdvisor is proud to partner with Expedia, Odigeo, LoveHolidays, Hotels.com, TravelUp and Southall Travel so you can book your Sandos Caracol Eco Resort reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
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

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing