Review of Sandos Caracol Eco Resort 4*

This hotel was a mess. Lots of little issues or frustrations that amount into a terrible place to stay. I did a lot of research before choosing this resort but we were sorely mistaken and let down. This resort is aimed at families, not adults. They couldn’t have cared less about whether we had a nice time. Bars close at 11pm across the resort with zero other options so the whole place turns into a ghost town. Not built for adults whatsoever. I guess they used to have a club and maybe an all night snack bar but definitely not anymore. Our room flooded 3 times and they told us to clean it up ourselves as they didn’t have enough staff to help us. Not even joking. The maintenance guy said “maybe grab some towels to clear it yourself? The wait will be at least 2-3 hours because so many rooms are flooding”. This was at midnight. They lost our reservation when we arrived and tried to blame us. Treated us very poorly until they realized the next day that it was actually their fault. The “compensation” they offered was one night stay for a future visit. The issue was found to be a communication issue between their booking Dept and their hotel, nothing to do with us. The staff all act completely apathetic. The bartenders, servers, front desk etc. Were all disengaged and often rude. They are severely understaffed and we were often left waiting 5-10 minutes just to receive utensils at the buffet which have to be given to you by the servers. Nevermind the wait at the restaurants or other spots. So many small frustrations throughout the week from the one hour lineup at check in to the hour long lineup to check out. It was a constant struggle to get anyone to actually care. The beach was so rocky we couldn’t swim in it. The only pool with any entertainment and swimup bar doubled as a kiddy pool — rarely any servers and no music was at the adult pool. Would never stay here again. The animals were lovely. I’m sure kids love the water park and all the family friendly stuff but it could never make up for the lack of everything else.