TripAdvisor Traveler Rating

We first visited this hotel in 2014 and we had such an amazing holiday we decided to visit it again. We had paid for a Select Club (Adults only) Superior room but when we arrived we we were bitterly disap...pointed to find that it overlooked the car park! My husband went to the reception desk to ask them to move us but one of the female staff was quite rude and said that we had got the room we had paid for!! However he was very persistent and was told to come back in the morning before 9am and they would see what they could do. After being woken up at 5.30am the next day with buses, taxis and golf buggy's going backwards and forwards, we decided to talk to the concierge, Xjavier who was extremely understanding and got us moved to a lovely room in a quiet part of the resort. The room had a really good layout, was extremely clean and had the biggest most comfortable bed that we have ever slept in. Apart from the initial problem we thoroughly enjoyed our stay. We were surprised that it was extremely quiet but it suited us much better. The only downside was that they had closed the Italian a la Carte and the Mexican buffet, I presume due to the lack of guests but you could easily book to get into any of the other restaurants without any problem. We probably enjoyed the Mediterranean Restaurant the most where the food was delicious and the lady maitre de always gave us a very warm welcome. I was very impressed with the Teppanyaki restaurant as I'm vegetarian and the lady chef cooked my rice, tofu and vegetables before putting any meat or fish on the hot plate. It sounds simple enough but restaurants at other hotels have not had a clue. With regard to the other places to eat they all offered a good selection of food, which was delicious and the staff were all fabulous, nothing was too much trouble and they were always extremely courteous, polite and were always smiling. We loved the Select Club pool and restaurant where the staff were excellent and the Select Club Beach Bar where Jesus (who has a great sense of humour) looked after us when we needed a bit of respite from the heat in the afternoon and we would have a few games of pool. Early evening we would relax in the reception bar and looked forward to seeing Rubicel who was such a great character and again really looked after us. The entertainment was mainly low key with various shows in the theatre and an amazing show around the cenote. Later in the evening there would be either a Mariachi or Latin band, all of which were fabulous especially if you like dancing. I must mention Morgan at the Theatre Bar who was absolutely lovely and kept us very happy with Havana Rum in the evenings. The beach party is definitely worth a visit with a fabulous band (not too keen on the saxophone player that comes on first though!) There is also a night club which opens from 11pm to 1am but we were always to tired to go after all the dancing. My husband had a few days scuba diving with the onsite dive centre, Scuba Libre which he thoroughly enjoyed. The man who seems to run it was extremely nice and nothing was too much trouble. The other things you must try in this resort is swimming in the amazing cenote, strolling along the beautiful white sandy beach, walking to the Mayan ruins and sun square, gazing up at the sacred tree and just enjoying the amazing wildlife. Its just heaven...

It is a great place to go with kids, beautiful, efficient and simple. In the kids area there is a guy named Ignacio who is kind with both kids while watching out for them and parents while explaining thing...s if you've never been here before, definitely someone who is helpful in the organization. You will have a blast.

Service non existent, no hot water, food ok. Good Buffett. The resort is very financially motivated. Don’t want to know you unless you buy RE. Phoned guest services multiple times no answer, very noisy at ...night. Caught ‘security’ taking photos in our room. Had to pay extra as our room was ‘upgraded’ and the one we booked was then no longer available. Room ok but not what we booked. Beach very smelly and covered in sargassum but they are trying to clear and it is the season. Did not expect the sewage smell that comes with it. Activities are good, but no help or understanding for ASD. Rude RE pushers. Animals are all around, and petting zoo for children. Runs for 30 minutes where you feed 3 animals. Overall bad experience because of some staff and security caught taking photos taken in room..

The Aqua Park at Sandos Caracol Eco Resort in Playa del Carmen is a fun place for families. It has lots of water slides for kids and adults, with new areas made just for older kids and grown-ups. The park ...is surrounded by jungle, which makes it feel like an adventure. Everything is clean, and there are lifeguards and staff to help out. Some guests mentioned that the water pressure on a few slides is low, so younger kids might get stuck. There are also height rules for some slides, so not every child can go on all of them. Alcohol isn’t allowed in the waterpark, which keeps it family-friendly. The workers are friendly and helpful. Staff members like Nestor and Pedro have been praised for their kindness and good service. If you need anything, they’re there to help. Overall, the waterpark is a great part of staying at Sandos Caracol. It offers fun, safe water play for the whole family in a beautiful setting.

We have loved staying at this resort. It has so much to offer, the views, the nature, the wildlife, the kids club, the gym, the aqua park, the service… Our family room was beautiful and the A/C is amazing ...(and so needed because the layout of the resort means that you spend a lot of time in the heat getting from place to place). A special mention to the staff at the aqua park and the kids club who have been so kind and friendly with our children, particularly Ignacio and Jenny. We wouldn’t hesitate to stay here again - what a fabulous place to stay.