Sandos Caracol Nature Resort & Water Park - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26677 reviews

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  Cleansing ritual with adala

  The experience was very relaxing and we felt really positive after it. Adala was super friendly and she seemed very experienced.

  Jan 09, 2026
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  Amazing place, go Select Club if you can

  We are a family of 4, 2 adult sons, just back from this resort. We had a brilliant time. The Good: The resort is HUGE, the wildlife is phenomenal, monkeys, coatis, peacocks, turtles The beach is beautiful, up there with Thailand and Maldives, crystal clear water, and you don't need rock pool shoes Great food Very friendly and hard working staff Nice spacious rooms, cleaned every day, fresh towels etc Good drinks We had Select Adults only access so own restaurant, pool beach area and beach club which meant no queues, snacks and drinks all day, entry to club with snooker table etc The Gym was spacious, but I preferred to run around the resort in the cool of the morning, felt like Lara Croft Easy to get hotel shuttle bus to and from Playa Del Carmen town Our TV wasn't working on arrival, it was swapped for a new one the same day The Not So Good: If we hadn't had select club it would have been a very different holiday - long queues for drinks, forced to be around main very busy pool etc Unless you were awake in the middle of the night to get on the app. making reservations for any of the a la carte restaurants was almost impossible. I made them in the middle of the night as I get up regularly. The Mediterranean restaurant on the beach was absolutely gorgeous, the Steak place was nice, don't bother with La Toscana Also very difficult to get into a padel or pickle ball court, all booked up. The smell of sewer came up from the shower drain sometimes, it didn't really bother me once I put a towel over it but not ideal If you don't time it right the queue for reception is ridiculous. We just walked past occasionally and went when there were no queues We had a wonderful week, great weather, and loads to do, beautiful resort, but we will go adults only next time to avoid queue risk.

  Jan 06, 2026
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  An insight to sandos carocol

  If you are looking for a resort that offers hopes and deams and delivers on none of them, then this is the place for you! The communication overall is terrible and getting a simple issue resolved, such as getting more hangers, can take 4 days to only be told that they dont have any more. The rooms seem not to have been maintained in this decade as there were water leaks and no hot water at one time. It is very difficult to make dinner reservations as the system that they have setup for it is very outdated and can not handle the amount of people that are here at one time. I think there are plenty much better options for resorts, especially for the price we paid, please choose wisely!!!y

  Jan 05, 2026
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  Puke fest

  Positives: - you are in the middle of the jungle, with monkeys, tropical birds, other animals everywhere... - the beach area is full of mature palm trees, plenty of loungers, protective barrier in the water, so easy to go into the water and swim - lots of activities available - farm, waterpark, cenotes Negatives: - hotel is old and in pretty rough shape. Multiple people in our group didn't have hot water in their rooms (at all) and had to move after 3-4 days of hotel "fixing the issue". - Our room had toilet overflowing with sewage (aka feces) upon check-in when we first walked in. Not going to attach a photo, but trust me, it would ruin your appetite. - roof leaked when it rained (including in the dining areas) and roof sections of some buildings collapsed after a few hours of rain - check-in process is absolutely painfully and comically slow. It's literally 40 minutes of watching the lady type something into a computer. We were first in line and it took 40 minutes for us to check-in. We've seen people standing there for way over an hour (in line). - check-out took over 50 minutes (again, not that it's a long line -maybe 8-10 people, but the workers or their systems are extremely slow). - no food/snacks on the beach is available. They had paella by the pool once (and it was actually great), but it happened once in over a week. - food in the buffets is mostly the same every day and very mediocre.. you can find something to eat, for sure, but things run out constantly, served barely warm and not presented in appetizing fashion - buffets are over-crowded, one huge line to get food (from any station), everything is dirty and sticky and gross feeling. I had to wash my hands after getting food. I have never seen staff replace buffet utensils. - on two occasions I've witnessed kitchen staff using the bathroom and walking out without washing their hands at all - 6 out of 13 people in our party got severely sick - vomiting / etc... mostly kids, but also some adults - we've seen people throwing up on the beach, on pool deck... clearly bacteria / norovirus is wide spread at the resort (the above likely explains it) - sewage smell in some areas of the property... maybe it's the jungle, but it's not a pleasant smell - all public areas are dirty and gross - bathrooms, bars, pools, etc... - pool water was greenish and not clear at all, especially the swim up bar area was disgusting. - also, a warning, pool deck and various other areas are super slippery when wet. Multiple people fell in front of my eyes and had cuts I will definitely not go back to any Sandos hotel after this experience. Do not go here, unless you enjoy spending half of your vacation hugging the toilet or watching your kids do it.

  Jan 05, 2026
• 

  Very average hotel, not as nice as made out. Expensive!

  Location was 40mins from the airport. Atmosphere was quite poor, very poor animation team. Entertainment is on too late for little ones. The staff are rude in reception, and if you’re checking in or out prepare to be waiting an hour or more. They aren’t the most helpful. Rooms are clean, bed uncomfortable and so are the pillows. Considering how much we paid I wouldn’t be returning here. It’s not good value for money, you spend a lot of money in the shop which is very expensive especially for medicines. Food was ok but it was always the same things, everyday. We couldn’t get booked into the other restaurants on site; staff also couldn’t help with that. It was to much trouble for them. WiFi is awful here! Massage and spa was amazing! I can’t fault the service we had in there. Julisa was such a lovely lady. The waiting staff, majority were brilliant, shoutout to Ana and Pedro who I saw in the Mexican at breakfast time. They were most helpful. Pool areas and beach were great. Although some of the smokers didn’t adhere to the rules and weren’t smoking in the smoking areas. Love the wildlife here and how respectful everyone was around it. The monkeys made me laugh. I also asked for a cake on my daughter’s birthday, paid for it; never arrived. Disappointed! I wouldn’t return to this hotel. I wish I’d listened to the previous reviews, but I have put some positive things in there.

  Jan 05, 2026