What We Love

  • Get caught up in the abundance of unique eco-based activities suitable for adults and children alike. 
  • Indulge yourself with all-inclusive luxury and 24-hour room service. 
  • Enjoy an unforgettable meal in one of several onsite restaurants inspired by delicious global cuisine. 

Things to Know

  • Maximize your vacation times by checking pick-up times on scheduled transfers. 
  • Family-friendly activities and entertainment options are available throughout the resort. 
  • Adults-only sections of the resort are available to guests. 
Looking for an excuse to tap into your wild side? Nothing says nature like waking up to the sounds of wildlife at this resort. Built around a natural ecosystem, the resort's dedication to low impact on its environment means the monkeys and tropical birds are right outside the door. Kids love it! 

Children are a definite priority at this resort, which offers a Kids Club for games and crafts, and an exciting program for teens. Topping it off, everyone is sure to love the water park with 29 water slides and wet-and-wild fun for kids, teens and grown-ups.

Set on the warm white sands of Playa del Carmen, the resort is home to crystal clear cenotes, mangrove forests and lush jungle. The hotel's All-Nature Experience includes a daily program of thrilling eco activities like floating along a river through the mangrove, swimming in the central cenote, Mayan cooking lessons, jungle survival skills and more, in addition to nighttime Mayan shows in stunning outdoor locations.

The all-inclusive plan lets you indulge in an extensive list of restaurants and bars scattered throughout the resort. Grab a margarita at the swim-up bar, indulge in midnight cravings at the 24-hour snack bar, feast on mouthwatering surf and turf options at Los Lirios Steak and Fish Club and try delicious eco cuisine at the beachfront Salvia restaurant. During the day, choose between the secluded chill-out pool and the exciting main pool with kids area, and visit the theater in the evenings for nighttime shows.

Couples just love the Select Club Adults-Only section (ages 18 and up) set in a secluded part of the resort, featuring a beautiful pool and Jacuzzi area as well as an exclusive beach area and beach club with extra amenities. Take the luxury to the next level with a visit to the spa, featuring a hydrotherapy area for adults and a fitness center, both part of the all-inclusive plan, as well as soothing massages, rejuvenating body treatments and a traditional Mayan temazcal ceremony.

This hotel is All-Inclusive. Features include:
  • All meals, snacks and dinner
  • Unlimited domestic beer, soft drinks, house wine and domestic and international cocktails
  • Daily activities program
  • Taxes and service charges

Location

Riviera Maya - Beach
Cancun, Mexico (CUN) : 30 miles

Property Information

Year Built: 1998
Last Renovation: 2011
Accessible rooms: 6
Floors: 3
Total rooms: 955

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Resort Details

Dining

You'll have no shortage of outstanding food thanks to 8 restaurants and 7 bars on-site!
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Amenities

Enjoy 24-hour front desk services, exercise gym access, free parking and daily housekeeping!
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Activities

Thrillseekers can enjoy kayaking and windsurfing, while those looking to relax will enjoy the hot tub!
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Hotel Advisories

Advisory Important Information For Our Guests Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Advisory The Sandos Select room categories are an Adults Only Section (18+). No children under 18 will be permitted.
Advisory The environmental sanitation fee in the municipality of Solidaridad, all hotel guests are required to pay $31.12 - Mexican Pesos per room per night upon check-in at their hotel.Either cash or credit card will be accepted.

General Policies & Fine Print

Check In: 3:00 PM
Check Out: 12:00 PM
Minimum Check-In Age: 18
General Policies:
Check-in Policy:
Hotel requires a debit card authorization upon check-in for incidentals; this will place a hold on your funds. 

Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - Spring breakers are not allowed. Minimum check-in age is 21.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.

Pet Policy Pets Not Allowed

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4.0 25881 reviews
  • 1.0 star tripadvisor rating
    Horrible customer service

    Came to celebrate my kids birthday and the whole experience was horrible. Customer service is horrible. They don’t listen to your needs. I have a child with a disability and they put me on the second floor. I reported a leak in the room since the first day and they never fixed it. To eat a La Carte you have to make reservations on an app that doesn’t even work. I have been here before but after this bad experience I won’t be coming back or recommending this place to anyone. I spent the entire week trying to reserve a birthday dinner going back and forth with everyone, waited for the manager Hugo for more than two hours and he never showed. The space is too short to continue writing…

    Jun 21, 2024
  • 1.0 star tripadvisor rating
    Worst Experience Ever at Sandos Caracol Eco Resort

    My family and I just spent 10 agonizing days at Sandos Caracol Eco Resort, and it was a complete nightmare from start to finish. The food was abysmal – every meal was worse than the last. The room was in deplorable condition: it smelled awful, the mattress was filthy, and the overall cleanliness was nonexistent. The pool area was a disaster. It was never cleaned and constantly dirty, and there were never any towels available. The lack of service extended to the pool bar, where the only drinks they offered were mojitos and strawberry concoctions. The so-called guest service was indifferent and dismissive of our concerns. To make matters worse, the beach was completely unusable – it was so rocky that swimming was out of the question. And don’t be fooled by other positive reviews; the hotel bribes people with 2000 pesos for glowing feedback. I saw many guests leaving early, unable to endure their stay. Do yourself a favor and avoid this place at all costs. We will never return.

    Jun 20, 2024
  • 4.0 star tripadvisor rating
    Family Vacation to Playa Del Carmen

    We stayed at Sandos Caracol for six nights. We had a good time even though it rained a lot; there were still times where the sun came out! These are the things I liked best: I liked both pools. The smaller pool was near our room. We loved all of the tropical drinks. The room was a nice size and the air conditioning worked well. The TV channels were a mix of English and Spanish channels. At the resort we got to swim in the Xenote and Jade River. We also planted a tree and visited a small Mayan Ruin on our property. We liked that the resort was eco friendly. We liked the Brazilian restaurants with all of the meats. These are things we didn’t like so much: The resort is big so there is a lot of walking. It would be hard for someone to get around in a wheelchair since there are no elevators and the grounds are uneven. We also didn’t like that there was a line for the buffet in the morning and didn’t like the food choices at the buffet (ie. Tacos for breakfast!). We enjoyed our stay but would try a different resort next time.

    Jun 20, 2024
  • 1.0 star tripadvisor rating
    Have to wake up in the middle of the night to make a reservation in restaurant and wont even get a table!

    We have been staying at the hotel for a week now and will be here for another week. We are supposed to have 6 opportunities to have dinner at one of their "A la carte" Restaurants. They tell you to book it via their App on your cellphone. We have to put our clock at 12:00 am every night for one week now, to try get one of the few spaces available at each restaurant. Every day till now, we get the same message on the App: No option for reservation today. Today I went to the hotel concierge, from 3 desks, only one desk is occupied and you have to wait in a line to be attendet. The Concierge is everything else than professional and just says, we have to book at midnight for a reservation on the same day, or we can come check tomorrow morining with her again, but at that hour for sure all available places at restaurants are occupied. The funny thing is, that behind us today in the concierge-waiting-line were to ladies telling us, that the Chinese restaurant, where we try to book for one week every night now, yesterday was almost empty, so why is there no space available? The concierge did not have an answer for that. We hope to get a solution tomorrow morning going again with that concierge. Soon I will share more details with you about that hotel and our experience here.

    Jun 19, 2024
  • 5.0 star tripadvisor rating
    Nature friendly resort

    Have just returned from 10 days at this resort from the uk. Stayed in select club and only used select club pool where we were supplied with drinks by the lovely staff from the bar constantly all day. We also had breakfast every day and 2 lunches at La Jungla restaurant where the staff were fantastic. As for dining out we went to the Mascaras Mexican buffet on the first night as you can’t book restaurants on the first day and the staff very kindly introduced me to their tequila selection followed by my new love mescal. For the rest of the stay we ate at Los Lirios twice, Fogo de Brazil 3 times one more at Mascaras, at El Templa, La riviera and La Toscana never had a problem booking but I set my alarm at 11.55 every night. The animals were fantastic and also the multitude of birds around the resort. Did we enjoy ourselves ? We have been back two days and I have already booked for next year if you love wildlife and nature this is a reasonably priced resort where the staff will do their very best to give you a good time. Andy Hornsbury.

    Jun 18, 2024