Sandos Caracol Nature Resort & Water Park - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26638 reviews

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  An amazing, beautiful, and memorable experience!

  My wife and I had our wedding in December 2025 and it was the happiest day of our lives!!! The wedding team and especially our wedding coordinator Victor worked so hard and carefully to make sure our experience would be memorable and joyful! We cannot express how happy we are with choosing Sandos Caracol as our wedding location 😊 The resort is filled with activities that all of our guests could enjoy during their stay and any issue they were having was met with polite and quick service! We want to thank Victor especially and any couple planning to have their wedding at Sandos are incredibly lucky to have him on their team as their wedding coordinator!

  Dec 11, 2025
• 

  Family Getaway to the Mayan Riviera

  This resort is well situated and laid out to provide a unique jungle like experience. The shaded walking paths were very much appreciated on the hot sunny days , and plenty of wildlife to see during your travels around the resort. There was a lot of activities to keep people of all ages smiling, and the animation team did a great job as well. We found our room to be very clean, and well maintained which is always nice. The bunk beds were a hit with the kids and we found the king size bed to be very comfortable. The water park was a hit with the family, all slides were operating except one during our stay which was closed for a repair. The beach was ok, lots of rocks so if you want to go exploring take water shoes. There was a small section behind a barrier that was great for kids and had little to no rocks so that's where we spent most of our time. There is a well treed area with lots of shade and plenty of chairs so no issues there. Where this resort falls short is the check in and restaurant reservation system as mentioned on many other review platforms. After the long bus ride from the airport ( hour and 40 mins ) the last thing clients want to do is stand in line some more, for longer than should be necessary. The check in process took an honest hour 50 mins ! We were offered while waiting if we purchased the upgraded package we wouldn't have to wait around, which i found quite frustrating. After we finally finished checking in and handed bracelets, we were asked to then line up at the concierge desk to receive our room number and then program the bracelets... Are you kidding me?? We have traveled to many resorts over the years, and never experienced something this time consuming and inefficient. Our other issue with this Sandos is the App that is required to book your restaurant Al La Carte's. We opened the app the afternoon we arrived and tried to book ANY of the restaurants listed, none available.. for the whole week!! We spoke to other clients during our stay and the same for them. We finally got a tip and we were told to just show up at the restaurant and beg them to let you in... it actually worked!! The manager at the Teppanyaki location Sandra was very nice, and able to squeeze us in! We were very thankful for her compassion and understanding, as I'm quite sure this happens frequently. Also, Moriceio at the Mediterranean location was absolutely awesome, very friendly and super helpful getting my family of four a table. Moriceio you are EL Hefe!! We went to Guest Services and met with the manager Jose to discus the issues we were having trying to get into one of the other restaurants. The manager at Los Liros who's name was Yeimi , told us that we could definitely get a table if we purchased either a lobster or a bottle of wine amounting to 1200 pesos ( 75 USD ). When i brought this up with Jose, he simply said that's normal and there is nothing he or anyone can do about it. Wow ... The resort could be great if they fixed the administrative issues, but i doubt that will happen any time soon unfortunately.

  Dec 10, 2025
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  We will be back!

  We stayed at Sandos from Dec 1-8th 2025; here is my honest review: Check In- we arrived later than expected on December 1st as our flight was delayed so we didn't end up getting to the resort until about midnight after a lengthy bus ride with 4 stops at other resorts before reaching Sandos. There was 1 worker at the desk, Ali, and the other couple who got off the bus before us checked in first. Our wait time was about 15 minutes for the couple in front of us, and then about 10 mins for us to check in as we had limited questions. We were fortunate that this wait was short as we saw very lengthy lines for the entire duration of the trip. I would suggest you get a seat at the front of the shuttle and have one member of your group go to the desk while the other(s) wait for the bags to come off the bus or arrange for a private transfer though it could be money wasted not knowing if there was a bus drop off right before your arrival despite beating the others on your flight to the resort. Room - We had the most gorgeous room, a pool-view penthouse in building 2 with an unobstructed pool and ocean view. This room also gave us Select wristbands which granted access to the adult only areas, except the Royal Elite Club. The room has a separate sitting area facing the ocean, 2 queens (which we pushed together) a bathroom with double vanity, separate shower from toilet and ample closet and storage space. The room was a little dated but everything worked- we had hot water daily especially at peak hours which was great, pressure was decent and there was always fresh towels thanks to our diligent housekeeper, Carolina. We did bring our IPTV box only to find out that the TV was archaic and had the red/white/yellow audio ports and USB rather than HDMI so we were unable to watch our shows at night and were limited on English channels. The wifi at the resort is very good so we were able to stream off our phone without issue. Food - we found the food to be very good at this resort. We loved El Nido for a quick taco snack and drink. The rope swing seats are a nice touch and it's so central on the resort. We ate at an a la carte each night with the exception of one night where we wanted to try the Italian buffet. You can book the a la cartes through the app (website) the hotel provides however you need a room number in order to book so this cannot be done in advance. You can only book 3 days out maximum and I would recommend checking often as people drop reservations which become immediately available. As soon as we got our room number, I made arrangements to eat at 3 of the restaurants immediately. I would assume that as a couple, we were easier to seat and find reservations compared to a larger group. Our favourite was Le Riviera (the Mediterranean), absolutely unreal. We also loved Los Lirios but try to get an earlier reservation as it becomes a bit of a dance party after 8pm and the strobe lights and loud music are a bit nauseating. El Templo (the Hibachi) was also very delicious, you can get all 3 meat selections however the portions are huge and you will leave with the meat sweats. The Brazillian restaurant was decent however we left hungry as the meat sticks only come around once. Our absolute favourite meals however were breakfast at the Brazilian restaurant in the adults only pool area, and lunch beach site at the Kiin Club or also by the adults poolside. The aguachile at the beach was exactly the kind of freshness you want while enjoying your day by the ocean. Victor also serves up the best drinks on the beach. The Resort - the grounds are absolutely beautiful and the wildlife is incredible. The monkey's are simply the best part and are so silly. The cats are very friendly and we enjoyed stopping by the farm animal zoo each day to say good morning to the sheep, pigs, donkeys, rabbits and turkeys. We did not go to the waterpark but heard good things. We planned to swim in the cenote on our last day but unfortunately it was closed every Monday for maintenance. I recommend following the paths, going through the tunnels, getting lost in the jungle. The things you will see are unlike any other resort. I can't touch on the shows as we were wiped out from the sun daily, but heard all great things. The mosquitos are particularly bad in the jungle areas and then of course during the evening or early morning after rain, but we didn't wear bug spray and came home with maybe 5-10 bites each. Pools/Ocean - there are so many chairs available at all times so we never had to get up early to reserve chairs which was a first for me ever on vacation. We spent most of the time on the beach at the Kiin Club. The ocean in front of that is very rocky however there are some clear spots, in addition you can walk down the beach slightly to where they've cleared virtually all the rocks and installed a wave barrier. It is calm and relaxing in that section. The sand is soft and white and incredibly lovely. One of the best beaches I've experienced in Mexico. We went to the main pool only once during our stay. It seems great for families however as a couple travelling without kids, we spent our time at the Select Club pool which was always very clean and quiet. Overall, we had a lovely stay and will definitely be back! Pro Tips: - Adults only areas are not available to everyone 18+. You must have a gold/red or black wristband to go to these places. All pool view rooms come with the select wristbands for adults over 18+ or directly book a Select Club room. I believe you can upgrade your wristband to Select while there at a cost which may not always be available pending capacity. - Check the app often for available a la carte bookings - just because nothing was available when you checked doesn't mean there won't be something in an hour. It's always changing. Don't give up! - Get the beef fillet at Le Riviera or the baseball at Los Lirios Don't forget, the resort is on Mexican time, you should be too. It's your vacation, make the most of it!

  Dec 10, 2025
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  Not at all what its cracked up to be

  We recently stayed at Sandals Caracol Eco Resort in Mexico. Overall, our experience was mixed. We travel many times a year to different destinations, this was a family trip with 2 kids aged 7 and 11. Upon arrival, the check-in process was frustrating and took about two hours. There was a lot of confusion with multiple lines and a pushy sales pitch for timeshares that wasn’t welcome after a long journey with kids. Despite these initial hiccups, the concierge Kive was helpful in resolving our issues quickly. The resort itself is beautiful, with lots of wildlife and excellent entertainment. The shows and activities were top-notch, and the staff worked incredibly hard to ensure everything was running smoothly. Maintenance, housekeeping, gardening, restaurant workers, cooks, and cleaners all worked extremely hard and made our stay pleasant. There was always something to eat, however the food was just alright. The lines were very busy, and the bars only had one bartender at a time, leading to long waits for drinks. Additionally, the pools were dirty, and during our one-week stay, we never saw anyone cleaning them. The main pool was full of sand and absolutely disgusting, my kids found an old band-aid floating around. YUK! The beach was small and rocky, but they did a good job cleaning it. However, the vendors on the beach were pushy. On the positive side, there were lots of palm trees and always somewhere to sit. We also tried booking our à la carte restaurants as soon as we got to the resort. However, the app always said that every restaurant was not available during our stay, which made it very frustrating. We ended up going to the front desk to address this issue and were told that everything was full, Jose at guest services was especially rude and told us flat out that he "will not" help. When we went to Los Lirios, we saw maybe four tables that had been seated. When we asked to get in without a reservation, we were told by the manager that we had to either buy a bottle of wine or a lobster tail in order to be seated, which makes absolutely no sense as we had already paid to be at this resort and this was supposed to be "All Inclusive" I guess not. We ended up eating at El Temple (Big shoutout to Sandra for making it happen) and the Mediterranean (Huge thanks to Moriceio and his team for getting us in and working so hard!) At checkout, we were told that we had to pay an eco-tax to the resort, which we were never informed about beforehand. With no USD or Mexican Pesos left, they argued with us that we had to pay, or else we could not leave. I was able to pay in Canadian dollars, but that took about half an hour of arguing with the font desk manager. It seems that this resort is relying on hidden extras that you need to pay for, and they don’t inform you about them beforehand. While the resort has great potential, the initial check-in experience, issues with food service, pool cleanliness, restaurant reservations, beach vendors, and unexpected charges need improvement. This was more like a 3 star resort and although beautiful, we will not be returning again mostly because of the front desk staff and their attitude towards their guests. It was anything but inviting. Ill spend my money elsewhere next time.

  Dec 09, 2025
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  Mixed bag. Tired rooms. Beautiful groundsss

  A family resort set in lush tropical gardens with a beach so stunning it could be on a postcard. Its a real shame the rest of the place didn’t get the memo. There are pools everywhere, restaurants galore in theory, and endless kids entertainment. If you’re an adult seeking calm, romance, or the ability to hear your own thoughts… look elsewhere. This is strictly the “parents’ survival mode” edition of paradise. Food-wise, there are technically enough options to last a week IF you manage to secure one of the elusive evening restaurant bookings. By some miracle we did but most others enjoyed the same buffets on a relentless Groundhog Day loop. And the lack of real Mexican food? Let’s just say I’ve had better tacos in the UK The rooms? Well… “tired” is being polite. Think: maintenance bingo; will it be the broken light, leaking taps, the door that won’t lock, or the shower with a personality disorder? A full refurb is desperately needed. Service was slow, mostly because the place seems to run on a skeleton crew. Lovely staff, just not nearly enough of them to handle full capacity so prepare to queue for… basically everything. We even paid for an upgraded pool-view room and got a view of… absolutely nothing. And the hotel didn’t exactly bend over backwards to fix it. In fact, I’m not sure they even bent slightly. Overall: jaw-dropping location let down by rooms stuck in a time warp, not enough staff, and queues that need their own FastPass system. The kids will love it, though! The water park, pools, entertainment is paradise for small humans. Adults? Bring patience, humour, and possibly binoculars to find your “pool view.”

  Dec 07, 2025