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Sandos Caracol Eco Resort - All Inclusive

4-star property
Carretera Cancún Chetumal Km. 295, Playa del Carmen, QROO 1-855-887-0424
3.2 out of 5
See all 33 travelocity Reviews

"We were there with another couple and they were not as happy as my wife and I they had one little issue and they let that bother them…the food was gre ... " More

By a verified traveller on Thu 11 May 2023

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Hotel Description

4-star beachfront property near Gran Coyote Golf

On the beach

Your stay at this Grand Coral property places you within 3 miles (5 km) of Gran Coyote Golf and Quinta Avenida. Quinta Alegría Shopping Mall is within 6 miles (10 km) and Central Square is within 9 miles (15 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. Bring the family and enjoy the children's club, children's pool, and waterslide.

Royal Elite Penthouse

Bed Count 1 King Bed Maximum Occupancy 4 Max

Royal Elite Suite 1 Bedroom

Bed Count 1 King Bed Maximum Occupancy 4 Max

Eco Family Superior

Bed Count 1 King Bed Maximum Occupancy 4 Max

Royale Elite Superior Room

Bed Count 2 Queen Beds Maximum Occupancy 4 Max

Eco Family Penthouse

Bed Count 1 King Bed Maximum Occupancy 5 Max

Superior Select Adults Only

Bed Count 1 King Bed Maximum Occupancy 2 Max

Sandos Caracol Eco Resort - All Inclusive ratings based on 33 Verified Reviews

Review Summary
3.2 out of 5 3.0 out of 5.0
Room cleanliness 3.5 out of 5.0
Service & staff 3.5 out of 5.0
Room comfort 0.0 out of 5.0
Hotel condition 3.5 out of 5.0

Guest reviews for Sandos Caracol Eco Resort - All Inclusive

Everyone (9) Couples (3) Family (9)
3 out of 5
The property itself is quite nice but having to wait for everything and spotty at best wifi hampered the experience.

Posted by on 21 Dec. 2022

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Comment from Hotel Management

21 Dec. 2022 by Sandos Caracol

Dear Glenn,We are sorry to hear that your experience was not as good as you expected. Please believe that we take your comments very seriously and will take them into consideration to provide a better experience for our guests. Thank you for your feedback.Best regards.

2 out of 5
The staff is nice, but management has cheaped out on just about everything and is very understaffed. Everything was difficult. I don't recommend staying here. Here's a few of the issues we experienced: Check-in took over an hour, we were told that our room was not available for the first night, so they put us in a smaller room and would "compensate" us with an exclusive dinner with a "Fire Show" on Saturday night. The dinner on Saturday was cancelled without telling us, and we had to wait another hour to be seated in one of the other restaurants. There are two buffet restaurants where the food is low quality, bland, and cold. The Grill for hot food had only one cook, so the line was always very long You can only schedule dinner reservations a day in advance, and they fill up quickly. We were told to use their "App" to schedule a reservation, but they filled up too quickly every day (even when I woke up at 7am to try to secure a spot) so we were forced to eat at the buffet or leave the property every night. At check-in, we were not told that we would need Towel Cards for beach towels. The next day, I was informed of this by the staff at the beach and had to walk 15 minutes one-way back to the lobby to be given cards. Turns out, they don't have enough towel cards and they run out. Drink service at the pool was almost non-existent. Only one server for over 100 guests. Cocktails are mostly sugar When we asked for help, the staff said there's nothing they can do

Posted by , from Burlingame on 2 Jan. 2024

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Comment from Hotel Management

2 Feb. 2024 by Sandos Caracol

We are very grateful for the time we spent giving such a detailed comment, as they are all of the utmost importance and we help each other grow and strengthen different areas and thus be able to provide better service and grow as a hotel.

1 out of 5
This resort was the worst experience I have ever encountered. It started by the hotel transfer not arriving, resulting in a 3 hour delay in my vacation starting, electrical issues resulting in food poising, no air conditioning, injury to head due to no lighting on pathways, very limited snack options and lunch. Only 1 Buffett open for entire resort and snack bar only had hamburgers and hot dogs. Booking al acarte took an extreme amount of time and had to be done daily which is extremely inconvenient and no one wants to spend an hour a day on vacation booking in restaurants. We also figured out that dining option times for people with children were only offered for 5:30-6:00 or 9:00 pm which is absolutely ridiculous. We found this out by asking all the people we ate with what time options were given and these were the times given to people with families on multiple days and multiple restaurants. Warm beer to due to kegs not working, no smoothies or frozen beverages available for partial stay. No hot water in the shower entire stay. Pool and aqua park not available for entire day due to electrical issues. No air conditioning in room or in restaurants due to eltrocal issue. Staff was overall rude and so much confusion between where to go for any type of booking for activities or meals. Not a good resort and will be putting reviews on google and travel sites.

Posted by on 30 Nov. 2023

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Comment from Hotel Management

4 Dec. 2023 by Sandos Caracol

We thank you for your experience and we are very sorry for the inconveniences you had from the beginning, we are working to improve the application and not saturate it, as well as following up on each comment to improve.

4 out of 5
We were there with another couple and they were not as happy as my wife and I they had one little issue and they let that bother them…the food was great the staff at the restaurants were awesome….our room was spacious and clean… the swimming pools were clean and very well maintained…I would definitely recommend this place…very reasonably priced 👍

Posted by on 11 May 2023

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Comment from Hotel Management

12 May 2023 by Sandos Caracol

Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future.

4 out of 5

Posted by on 5 May 2023

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Comment from Hotel Management

26 May 2023 by Sandos Caracol

We appreciate your score and hope to host you again soon

5 out of 5

Posted by on 14 Apr. 2023

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Comment from Hotel Management

5 May 2023 by Sandos Caracol

Thank you very much for your review, we are so happy to hear that the efforts and dedication of our staff made such a positive impact on your vacation.

5 out of 5
The resort was beautiful. The food options were weak

Posted by on 11 Mar. 2023

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Comment from Hotel Management

15 Mar. 2023 by Sandos Caracol

Dear Roger,On behalf of the Sandos Caracol family, I thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes.

5 out of 5

Posted by on 22 Oct. 2022

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2 out of 5
buffet food was sub-bar. ala-carte, once you figured out to arrive at 5pm instead of 6pm - was okay. awful sewage smells. lots of dirt in pools.

Posted by , from HOUSTON on 26 Jun. 2022

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Comment from Hotel Management

27 Jun. 2022 by Sandos Caracol

Dear Joseph, All our guest’s comments are valuable for us, as this always help us to improve and you can be certain that we will be working on the details you mentioned. Once again thank you very much, we truly hope to have you back soon. Best regards.

1 out of 5

Posted by on 21 Jun. 2022

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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 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 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
  • 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. Free breakfast is served daily. 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 9 bars/lounges. WiFi is free in public spaces. This all-inclusive property also offers a complimentary water park, a children's club, and a children's pool. Free self parking is 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
  • 9 bars or lounges
  • Meeting rooms
  • Built in 2005
  • Buffet breakfast (free)
  • Nightclub
  • Deli
  • Kid's club
  • 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
  • Front-desk safe
  • 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
  • Swim-up bar

Internet

Available in some public areas: Free WiFi

Parking

Free self parking

Transport

  • Property shuttles: Airport shuttle
  • Parking: Free 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. Plasma televisions come with satellite channels. Bathrooms include showers, complimentary toiletries, and hair dryers. 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)
  • In-room dining
  • 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

Guests are served free buffet breakfast daily from 7:00 AM to 11:00 AM.

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

Room service is available.

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.

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 credit 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 is managed by a professional host. The provision of housing is linked to their trade, business, or profession. This property accepts Visa, Mastercard, debit cards, and cash. For guests' safety, the property includes a carbon monoxide detector, a smoke detector, and window guards in each accommodation.

  • No elevators
  • Debit cards
  • Staffed front desk
  • Carbon monoxide detector
  • Smoke detector
  • 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)
  • Property does not offer onsite COVID-19 testing

Fees

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

  • A damage deposit of MXN 5000 will be collected before check-in.

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)

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

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

  • Travelife
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Most Popular

*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.