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"Honestly I'm not sure why it's rated so highly. Most of the food was mediocre, really only one decent restaurant but its always "fully booked". They c ... " More

By a verified traveller on Tue 15 Jun 2021

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Hotel Description

4-star beachfront property near Grand Coral Golf Riviera Maya

On the beach

You'll be within 3 miles (5 km) of Grand Coral Golf Riviera Maya and 6 miles (10 km) of Quinta Alegría Shopping Mall with a stay here. Quinta Avenida and 3D Museum of Wonders are also within 6 miles (10 km).

All-inclusive

This all-inclusive property features free water park access, a full-service spa, and a nightclub. Spend a day at the beach snorkeling, or relax with sun loungers and beach umbrellas. There's fun for all ages with a children's pool and a waterslide, and complimentary bicycles are available on site.

Free WiFi, balconies

In addition to plasma TVs with satellite channels, the 956 guestrooms offer free WiFi and free minibar items. Balconies, coffee/tea makers, and ceiling fans are also available.

Eco Family Penthouse (2 Adults 3 children)

Bed Count 1 Twin Bed Maximum Occupancy 5 Max

Eco Family Penthouse (3 adults 2 children)

Bed Count 1 Twin Bed Maximum Occupancy 5 Max

Elite Penthouse, Jetted Tub

Bed Count 1 King Bed Maximum Occupancy 5 Max

Signature Eco Junior Suite (3 Adults, 2 children)

Bed Count 1 King Bed Maximum Occupancy 5 Max

Royal Elite 1 Bedroom, 1 King Bed with Sofabed

Bed Count 1 King Bed Maximum Occupancy 4 Max

Standard Room

Bed Count 2 Full Beds Maximum Occupancy 4 Max

Sandos Caracol Eco Resort - All Inclusive ratings based on 24 Verified Reviews

Review Summary
3.9 out of 5 4.0 out of 5.0
Room cleanliness 3.5 out of 5.0
Service & staff 4.0 out of 5.0
Room comfort 4.0 out of 5.0
Hotel condition 4.0 out of 5.0

Guest reviews for Sandos Caracol Eco Resort - All Inclusive

Everyone (11) Couples (4) Family (3)
3 out of 5
Honestly I'm not sure why it's rated so highly. Most of the food was mediocre, really only one decent restaurant but its always "fully booked". They claim to offer 24hr room service but there's no info about it and staff just tell you scan this QR code which does nothing (we also heard this from multiple guests). The reception is a joke and backs up, there's no one to help at the adult select desk which was advertised as faster. We ended up locked out of our room after the charge in the door died, went to guest services where they said they couldn't help us and that we need to go and wait in the reception line. This took about an hour, and they just sent security to unlock.The rooms aren't great unless you book in the Elite club, which they will aggressively try to sell you when you arrive (don't fall for their free offers, it a long sales pitch which results in nothing). I guess if you have kids this resort is probably fine as most of the activities/shows are geared towards them. Definitely not a great adult resort, even the adults only section. The beach is much smaller than pictured, which was probably affected by the hurricanes so no their fault but they should update their photos. Also VERY rocky! Bring water shoes as they are a must. Lots if seaweed as well but again this can't fully be controlled. Overall, I wouldn't stay here again and honestly Id recommend for both adults or families to stay in Akumal at one of the Grand Palladium resorts. So, SO much better!

Posted by on 15 Jun. 2021

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Comment from Hotel Management

15 Jun. 2021 by Giovanna Barbieri - Quality Manager

Dear Guest, We regret to read the poor impression you have about the resort and the inconvenience you've had during your stay. We take your comments very seriously as they show us areas of improvement. Our Qr code has all the information about the resort, activities, room service and Spa menus, we did not have any complaint regarding this issue but we will check it in order to make sure our guests can easily download the information. We will review all the points that you are mentionning to make these processes faster for our guests. We would like to have the chance to serve you again in the future and be able to change your perception. Regards.

5 out of 5
Staying here was a great experience! We had so much fun, and the staff were welcoming! We are planning on returning soon!! Thank you sandos Caracol for making our trip special!

Posted by on 22 Apr. 2021

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Comment from Hotel Management

23 Apr. 2021 by Warren B

Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. We look forward to welcoming you back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort

1 out of 5

Posted by on 4 Jan. 2021

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Comment from Hotel Management

5 Jan. 2021 by Warren B

Hi Domenico, Gracias por tomarse el tiempo para compartir sus comentarios y opiniones de su estancia con nosotros en Sandos Caracol Eco Resort. Si bien sus comentarios no son típicos de la gran mayoría de las experiencias de nuestros Invitados, los enviaremos a nuestra Gerencia para su revisión. ¡Siempre a tu servicio! Warren B Web Relations Manager Sandos Caracol Eco Resort

5 out of 5
This property is great for families with children. There are lots of activities for children. Great waterpark, kids club. There are Many animals on the property grounds. Friendly staff, great evening entertainment. We like everything.

Posted by , from Portland on 12 Feb. 2020

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Comment from Hotel Management

12 Feb. 2020 by Warren B

Thanks Anna for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. We look forward to welcoming you back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort

5 out of 5
The service staff were amazing!! Really nice people!

Posted by on 19 Jan. 2020

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Comment from Hotel Management

19 Jan. 2020 by Warren B

Thanks for having taken the time to share your comments and opinions of your stay with us at Sandos Caracol Eco Resort. We really appreciate hearing about our Guests experiences and we will be forwarding them to our Management for their review. We look forward to welcoming you back at your earliest convenience. Always at your service! Warren B Web Relations Manager Sandos Caracol Eco Resort

4 out of 5
Multiple restaurants and beach activity. Our room wasn't the cleanest and had a bad odor coming from the shower drain. Never really had hot water.

Posted by on 13 Oct. 2019

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Comment from Hotel Management

18 Oct. 2019 by Web relations.

Dear guest, Please if you are still in the resort. Let us know how can we help you. We are always willing to help our guests. Kind regards, Sandos Caracol Eco Resort & Spa.

3 out of 5
At the first i want to mention that i am not a picky person absolutely, so here is my review : The location of the resort was good and beautiful, their food was good as well, but the customer service was not good , whatever we asked for ( the simple things) either they didn't have it or couldn't provide.their room was the worst room i'd ever stayed at. Their restaurant staffs were good and friendly. they had events and shows every day and night which were nice and fun and this is a plus for them. and the most important thing, mosquitoes and ants were all over the resort and because of that, all our body was bite by them, so be prepared for that. Their room service was 24hrs , but actually it was not because whenever we need the service most of the time they didn't answer our calls and also their menu didn't have good variety of food.

Posted by , from Los Angeles,CA on 14 Sep. 2019

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Comment from Hotel Management

15 Sep. 2019 by Web relations

Dear guest. Thank you for taking the time to share your experiences with us. We are very happy to know that our staff made your stay enjoyable. We always do our best to give our guests the best. You are our reason for being. You can follow us on our Facebook and Twitter pages. At Sandos Caracol we take the service to the guest with passion. We apologise if you had some issues when asking for something. We hope to return to serve you as you deserve. Sandos Caracol Eco Resort & Spa

5 out of 5
The nature and animals. Also the kids' water slide area.

Posted by on 26 Aug. 2019

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Comment from Hotel Management

27 Aug. 2019 by Web relations.

Dear guest, Thank you for your opinion. We appreciate it.We hope to see you soon. Sandos Caracol Eco Resort & Spa

2 out of 5

Posted by on 11 Aug. 2019

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Comment from Hotel Management

13 Aug. 2019 by Web relations

Estimado huésped si usted se encuentra todavía en el hotel por favor digamos ¿Cómo podemos ayudarle?

1 out of 5
All pools were very dirty. Dirt, dead bugs, tree leaves in pool water everyday. No A/C in multiple resturants or lobby. Check in and check out at same reception area so check out took forever. Did not fill water dispenser in room for 2 days. When asked to refill water dispenser they brought the remaining water jug from nearby unused room. Balcony in room infested with ants and preying mantis. Brown smelly shower and sink water in room. Long walks to every resturant so by the time you arrive you're sweaty and then no AC in resturant. Hair in food at international resturant. Beach full of seaweed and rocks. Beach water was brown dirty color. The dirtiest property we have ever stayed at and also smelled of sewage. All bad reviews on this property were true should have listened to them. Will never return to any of the Sandos resorts.

Posted by on 28 Jul. 2019

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Comment from Hotel Management

31 Jul. 2019 by Sandos Caracol Management

Dear guest, We apologise. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark in this case with you. We always aim to deliver a great experience. We are gutted when we miss the mark as you read in the comments.Thanks for taking the time to bring this to our attention. We will use the constructive criticism to make us better and to ensure this doesn’t happen again. At the moment you have our personal commitment to assure that things will be better. We will analyse your comment for quality purposes this is in good hands, Kind Regards,

About the Sandos Caracol Eco Resort - All Inclusive

Location Carretera Cancún Chetumal Km. 295, Playa del Carmen, QROO 77710

All-inclusive Details

  • Gratuities included
  • All food and beverages included
  • Surcharge for premium food items
  • Surcharge for premium or imported alcoholic beverages
  • Surcharge for bottled wine
  • Minibar (all beverages included)
  • Snorkeling included
  • Kayaking included
  • Sailing included
  • Surfing/boogie boarding included
  • Fitness facilities included
  • Tennis included
  • Volleyball included
  • Bicycling included
  • Yoga classes/lessons included
  • Aerobics classes/lessons included
  • Dancing classes/lessons included
  • Language classes/lessons included
  • Cooking classes/lessons included
  • Onsite live performances included
  • Theme parties included
  • Access to onsite clubs included
  • Premium/non-domestic beverages not included
  • Premium food items not included
  • Childcare not included
  • Scuba diving excursions not included
  • Motorized water sports not included
  • Spa/beauty facilities and services not included
  • Transportation to offsite activities not included
  • Offsite tours not included
  • Taxes included
  • All meals served buffet-style
  • Buffet and à la carte dining
  • All available beverages included
  • Onsite entertainment and activities included
  • Scuba lessons included

Property Features

Sandos Caracol Eco Resort - All Inclusive is an all-inclusive property. Room rates include meals and beverages at onsite restaurants and bars. Other items and amenities, including taxes and gratuities, and access to recreational activities and entertainment may also be included. Additional charges may apply for meals at some restaurants, special dinners and dishes, certain beverages, and other amenities. Enjoy the umbrellas and sun loungers for a relaxing day at the beach. At Sandos Caracol Eco Resort - All Inclusive you can cool off in one of the 3 outdoor swimming pools and indulge in a pampering afternoon at the full-service spa. There are 9 restaurants on site, along with a snack bar/deli. For a drink, you can stop by one of the onsite bars, including 2 poolside bars and 10 bars/lounges. WiFi is free in public spaces. This all-inclusive property also offers a complimentary water park, a children's pool, and outdoor tennis courts. Free self parking and valet parking are available. Smoking is allowed in designated areas at this 4-star Playa del Carmen property.

  • 956 guestrooms or units
  • 3 levels
  • 9 dining venues
  • 2 bars by the pool
  • 10 bars or lounges
  • Built in 2005
  • Nightclub
  • Swim-up bar
  • Bar or lounge
  • Deli
  • Beach lounge chairs
  • Towels for the beach
  • Umbrellas for the beach
  • Poolside lounge chairs
  • Umbrellas for the pool
  • Coffee in lobby
  • Dry cleaning
  • Self-service laundry
  • Front desk (24 hours)
  • Staff is multilingual
  • Storage area for luggage
  • Tour and ticket information
  • Concierge
  • Wedding services available
  • Pool or billiards table
  • Terrace
  • Garden
  • Gift shop
  • Beauty salon
  • ATM
  • Onsite shopping
  • Bellhop
  • Smoking in designated areas

Internet

Available in all rooms: Free WiFi

Available in some public areas: Free WiFi

Parking

Free self parking , Free valet parking

Transport

  • Airport: Cancun Intl. Airport (CUN) (54.5 km / 33.9 mi)
  • Property shuttles: Airport shuttle
  • Parking: Free valet parking and self parking

Room Amenities

Sandos Caracol Eco Resort - All Inclusive offers 956 air-conditioned accommodations with free minibar items and laptop-compatible safes. Rooms open to balconies. 42-inch plasma televisions come with satellite channels. Bathrooms include showers, complimentary toiletries, and hair dryers. Guests can surf the web using the complimentary wireless Internet access. Business-friendly amenities include desks and phones. Additionally, rooms include coffee/tea makers and irons/ironing boards. Housekeeping is provided daily.

  • Private balcony
  • Stocked minibar (free)
  • Plasma television
  • Satellite channels
  • Coffee maker
  • Shower
  • Housekeeping (daily)
  • Hair dryer
  • Laptop safe
  • Toiletries (free)
  • Telephone
  • Iron and ironing board
  • Desk
  • Blackout drapes
  • Air conditioning
  • Ceiling fan
  • Ensuite bathroom

Food & Drink

Sandos Caracol Eco Resort - All Inclusive has 9 restaurants on site.

Spa Services

  • Body treatments
  • Facial treatments
  • Number of treatment rooms 16
  • Outdoor treatment areas
  • Couples treatment rooms
  • Massages on beach
  • Manicures and pedicures
  • Body wraps
  • Body scrubs
  • Aromatherapy treatments
  • Hydrotherapy treatments
  • Sauna in spa
  • Spa tub in spa
  • Massages
  • Minimum age to access spa is 18
  • Hot stone massage
  • Deep tissue massage
  • Prenatal massage
  • Steam room in spa
  • Thai massage
  • Reflexology
  • Sports massage

Hotel Policies

Check-in

  • Check-in time starts at 3:00 PM
  • Minimum check-in age is: 18
  • Check-in time ends at 11:30 PM

Special check-in instructions:

Front desk staff will greet guests on arrival.

This property offers onsite health screenings (PCR screenings for COVID-19) at no charge for bookings of 7 nights or more. Health screenings (rapid antigen screenings for COVID-19) are available at no charge for US citizens.

Front desk staff will greet guests on arrival.

Check-out

  • Check-out by noon

Payment types

Children and extra beds

  • Children are welcome.

Pet Policy

  • No pets allowed

Policies

Charges for extra guests may apply and vary according to property policy.

A cash deposit, credit card, or debit card for incidental charges and government-issued photo identification may be required upon check-in.

Special requests are subject to availability at the time of check-in. Special requests can't be guaranteed and may incur additional charges.

This property accepts credit cards, debit cards, and cash. For guests' safety, the property includes a carbon monoxide detector, a smoke detector, and window guards in each accommodation. This property advises that enhanced cleaning and guest safety measures are currently in place. Disinfectant is used to clean the property; commonly-touched surfaces are cleaned with disinfectant between stays; bed sheets and towels are laundered at a temperature of at least 60°C/140°F. Social distancing measures are in place; staff at the property wear personal protective equipment; a shield is in place between staff and guests in main contact areas; periodic temperature checks are conducted on staff; temperature checks are available to guests; guests are provided with hand sanitizer. Individually-wrapped food options are available for breakfast, lunch, and dinner, and also through room service. Each guestroom is kept vacant for a minimum of 24 hours between bookings. This property affirms that it adheres to the cleaning and disinfection practices of Safe Travels (WTTC - Global).

  • No elevators
  • Debit cards
  • Staffed front desk
  • LGBTQIA friendly
  • Property is cleaned with disinfectant
  • Staff wears personal protective equipment
  • Protective clothing is not available to guests
  • Shield between guests and staff in main contact areas
  • Guests are provided with free hand sanitizer
  • Social distancing measures are in place
  • Contactless check-in is not available
  • Property confirms they are implementing enhanced cleaning measures
  • Individually-wrapped food options are available
  • Individually-wrapped food options are available for breakfast
  • Individually-wrapped food options are available for lunch
  • Individually-wrapped food options are available for dinner
  • Individually-wrapped food options are available through room service
  • gap period enforced between guest stays 24 hours
  • Staff temperature checks are conducted regularly
  • Temperature checks are available to guests
  • Bed sheets and towels are washed at a temperature of at least 60°C/140°F
  • Commonly-touched surfaces are cleaned with disinfectant
  • Property confirms they are implementing guest safety measures
  • Contactless check-out is not available
  • Property follows sanitization practices of Safe Travels (WTTC - Global)

Fees

Guests will be asked to pay the following charges at the property:

  • A tax is imposed by the city: MXN 27 per accommodation, per stay

The charges below are included in your overall room price:

  • New Year's Eve gala dinner fee

We've listed all charges provided to us by the property.

Optional extras

The fees and deposits listed below will be charged at the time of service, check-in, or check-out.

  • Late check-out is available for a fee (subject to availability, amount varies)

This may not be a comprehensive list. Fees and deposits are subject to change and might not include tax.

Hotel Names

  • Caracol Eco
  • Caracol Sandos
  • Caracol Sandos Eco Resort
  • Eco Caracol Sandos
  • Eco Sandos Resort
  • Sandos Caracol Eco
  • Sandos Caracol Eco Playa del Carmen
  • Sandos Caracol Eco All Inclusive Playa del Carmen
  • Sandos Caracol Eco Resort All Inclusive Playa del Carmen
  • Sandos Eco Resort
  • Caracol Beach
  • Caracol Village Hotel Playa Del Carmen
  • Hotel Sandos Caracol Eco
  • Sandos Caracol Beach Resort Spa
  • Sandos Caracol Eco Hotel
  • Sandos Caracol Mexico
  • Sandos Caracol Riviera Maya
  • Sandos Caracol Eco Resort - All Inclusive Playa del Carmen
  • Sandos Caracol Eco Resort - All Inclusive All-inclusive property

You should know

  • For stays on 31 December, the total price shown includes a charge for a mandatory New Year's Eve gala dinner.
  • Registered guests are the only ones allowed to be in guestrooms.
  • This property welcomes guests of all sexual orientations and gender identities (LGBTQ friendly).

Awards & Affiliations

Green / Sustainable Property
This property participates in Rainforest Alliance Sustainable Tourism Certification, a program that measures the property's impact on one or more of the following: environment, community, cultural-heritage, the local economy.

This property is affiliated with the International Gay & Lesbian Travel Association (IGLTA) and welcomes lesbian, gay, bisexual, transgender, queer, intersex, and asexual (LGBTQ) guests.

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*Price based on the lowest price found within past 24 hours and based upon one night stay for two adults over the next thirty days. Prices and availability subject to change. Additional terms may apply.