Select Club at Sandos Caracol Select Club at Sandos Caracol All Inclusive - Adults Only Area

Resort

Just came back from an 11 night stay here. First time in Mexico. We absolutely loved this resort. Upgraded to select club and worth every penny (a great price too). Our room 6613 was lovely. Fantastic air con. Food was really lovely. We ate at the Italian, Brazilian ever day for breakfast at two evenings. Riveier for evening steakhouse and the buffet. Could not fault it. We walked early on a morning saw lots of wild life and beautiful walks. Spent most days at the beach (which we loved) you 100 percent need swimming shoes as some rocky parts getting into the sea. We didn’t want to do any trips as we were quite happy spending time in the resort. Cocktail bar elephant is amazing. The staff in the resort are friendly and polite. We went into playa del carmen but we couldn’t wait to get back to sandos. We loved it that much we are booking again for next year x love Joanne and Neil dalziel x.

Had my wedding here! Everyone was so fantastic! Aqua park was so much fun for the kids. Staff is very friendly.

If there is a problem while you are here there is no communication whatsoever! After waiting 2 hours to check in we finally gave up on a ride to our room and took our luggage and found it ourselves! Wait staff in buffet area is terrible. Most of the time we got our own drinks. We needed a wheelchair for my granddaughter after falling on wet lobby floor and it was about 2 hours before she got one then it broke and wasted another part of day trying to get another one. Check in was slow. I loved Playacar Sandos but we will not be returning to this one!

Amazing place, staff are brilliant. Kids club is fantastic!

Terrible service to guests, plus they discriminate against you for not booking directly with them, when they are paid exactly the same. When you want to make a reservation in their restaurants they tell you that everything is already full, their food is not so good and less the drink, of very low quality. But yes, they force you to leave open at reception five thousand pesos for any inconvenience or as they subtly call "if they charge the room with a bottle that is not included" the beach is full of sargassum and there is a lot of stone. There are better hotels and with better location than this one. Look for another option.

The grounds of this resort are beautiful but the service my family and I have received while staying here has been terrible, in fact the worst I've had at any hotel I've ever stayed at. Firstly, we had to pay $250 to upgrade to a room with Wi-Fi and refillable mini bar, despite it showing that these would be included when I booked. When we got to the room the mini bar fridge was not working, the batteries in the AC remote were dead, the safe was not working and it was full of mosquitoes. It took multiple calls to get these issues fixed. The fridge was not fixed for three days. The safe was fixed but then broke again and at one point we were locked out of our room. There is also no bath for children, which seems very odd for a "family room". When I enquired if they had portable bath options I was told it would $8 per day. At the end of our stay, I tested positive for covid. They took hours to give us information on what to do and to move me to a quarantine room. When I got to the room there were no towels, no TV remote and no batteries in the AC remote. It took 5+ calls and around 4/5 hours for them to resolve these issues. I am currently awaiting the results for a rapid test that I took more than 3 hours ago. I was told I would get the results in less than an hour. do not stay here, it's terrible!

The contact with nature is beautiful, but the customer service is terrible, the rooms and food leave a lot to be desired. Apart from being treated dryly and sharply by the employees, we had two terrible experiences with little tact and rude attitude: The whole family was taken off the bikes when we were all ready to leave because there was a family that had signed up and returned the moment we were leaving. Having already checked departure, they did not want to let us go from the parking lot (being that we told him that we would lose the plane) because the transport service we had contracted was not that of the hotel. Mr. Tomás Perez, was rude and didn't care that we lost the plane.

Terrible place, super dirty, food is horrible, service is lacking. Everything is gross. I would never come back here. My son got a plastic twist tie in his hot dog. It is bad really bad. Terrible mistake but never again. Beach is rocky and no good for swimming.

I was about to book, for a family holiday with children I thought it was an excellent place, but reading all the opinions of the bad service and the bad food and bad cleanliness I was totally discouraged, they lost a client before having it, I am going to look for other options …

Really ordinary standard room.
Smell of humidity
faulty shower
rusty balcony chair
Cockroach.
I do not recommend this section in any way.
No one listens to us at the reception…
Bad service!
I had better rooms in Cuba.

Very bad service, some people serve you in a very bad way and it is very expensive.

The peorrrr hotel my money thrown away pessimistic service, dirty rooms and smelling of dirt and many insects, food or talk, really never but never stay in this hotel, apart from that the customer service is the most pessimistic, people reluctantly attend, the phones useless to request help at reception never answer, zero zero cerooooo recommended.

Terrible experience when leaving, we were charged double the walks we did, without explaining the procedure and the hotel was not responsible for their bad information and errors.
Lousy service, I wouldn't go back.

Stolen items from room. Horrible service. Flooded room. Broken tv. Horrible food. Fridge not restocked. Worst communication. Staff refusal to help. Can’t wait to leave.

We’ve been to Sandos several times since 2017 and loved every minute of our trips until this year. The property is beautiful and our room was very nice. Luckily, because we’ve been there before we knew to make reservations for the restaurants, but I felt so bad for those that didn’t and were stuck eating at the buffet for every meal. (We talked to some of them) Not okay when you think you are paying to enjoy multiple restaurants. Service was inconsistent. Some were good and some were not. We brought some family that had never been and I was disappointed that they couldn’t experience the Sandos we fell in Love with.

It is poorly managed, you can tell they have few staff. Food has few options. The place is very nice but you can tell that they carry the hand of the employees. They didn't have nice shows. If they have already bought, my recommendation is that they take into account the lack of staff and if you want to be well taken care of, you have to tip them in the first instance. There was a day without hot water and the beach is not cleaned, it is rocky and a lot of sargassum
The managers were rude and never give solutions.

They are not prepared for a hurricane, poor management service, very bad treatment of local tourism.

Excellent experience is great.

Great hotel our family would gladly return! The many restaurants directly on the beach, happiness! A lot of activities on site, surrounded by beautiful vegetation, cenotes, many animals it is like in the jungle.
Everything is nearby, no need to walk too long. Always available sun loungers never waiting at the restaurant. Bedroom A1 renovated and very large balcony. The beach very rocky but you only have to walk qques minutes to a sandy beach.

Excellent service by bartenders Elidan and Jaime of the Elephant bar very good attention and very friendly people.

Excellent service, facilities, entertainment, food and drinks, 1000% recommended.

They are thief’s! I was charged for a shuttle I cancelled and they’re giving me hell about a refund. Not to mention we had a cockroach in our room and every time we ordered room service ants swarmed our food even though we were inside. They gave us the wrong food on a dinner we spent an extra 250$. Save yourself the headache and go to the occidental instead.

I love this place, the eco friendly concept is great, family friendly, excellent services.

Very good service, I really liked how they prepare drinks and loved the menu of specialty restaurants (minus las Brisas for meat a little hard)

It was beautiful there. All the workers were great to deal. Very sanitary. Rooms were great. Food was excellent. Loved the eco friendly theme.

We arrived just a few days after a tropical storm, and the staff and entertainers never missed a beat. The food was delicious and beautifully presented. We ate quite a few meals at the Laguna buffet. Always delicious with lots of selections for everyone. Plenty of vegan offerings. Our rooms were spectacular, and housekeeping made our stay special by making cute towel animals. We loved the jungle atmosphere, and enjoyed seeing the coati Mundi and the monkeys in their natural habitat. Gorgeous main pool, that was never crowded, great burgers cooked at their outdoor grill and very large, sandy beach, that was impeccably kept.

I loved the room we got, the pools, furniture and environment. Employes are nice and attentive! Food at restaurants is good! The buffet may need improvement but hey! An industry that lives from tourism in times when traveling is banned is trying to survive. Sandos Caracol is still a better All-Inclusive than upper levels Cancun resorts: Omni, Fiesta Americana & Hard Rock Cafe! The hotel is handling it well, very safe and conscious about limiting interactions while also protecting their employees. Grades:
Facilities: A
Food: B
Drinks: A
Hospitality: A
Beach: B
Amenities: A.

Excellent service and a very good atmosphere and comply with the satin measurements.

Excellent service as well as the attention… We were delighted and obviously looking forward to coming back. Thank you Sandos.

Everything is perfekt. A very peaceful and nice place.

We went on this Feb. A beautiful Hotel with a gorgeous beach. I loved the food of most of the restaurants but specially Los Lirios. The only think was we got the feeling the people working there are more interested on serving people from other countries than Mexican people. We felt very uncomfortable some times because you can tell the differences when they were serving us that the rest of the guests and It's very sad because we are from the same country. Even that we loved the resort and are planning to return ending this year or next year. Hopefully you can work on those situations for next time.

Fantastic service and facilities. Not your typical concrete resort but a Mayan jungle experience included, plus many restaurants and waterslides. Pools and area for adults only and great entertainment. Our sixth visit!

Food poisoning. Terrible food. Loud music from weddings at night. Unhelpful staff. Understaffed.

The jungle surroundings were fun for the kids, but the atmosphere and the FOOD was less than mediocre — we had booked a family room for myself hubby and two kids — when we arrived they charged us an extra 658$ USD for the kids, they had also kept $800 Pesos for the tour that promised us free Segway rentals — we were supposed to get that money back when we checked out — and they did not give it back to us, I emailed them with no response — won’t be Returning to Sandos — ps anybody driving themselves there — the hwy signeage is NOT clear (this is rated as a 5 star resort — I would barely give it a 3) the only good food we had was at the Japanese restaurant — it’s very small so book your space upon arrival — it’s by reservation only! Oh yes — not that it was a terrible thing, but we had no Wi-Fi the entire time we were there — the only reason I would want Wi-Fi is because I’m self employed — other than that it was nice not having Wi-Fi for the kids!

We had an AMAZING TIME! The service was incredible and there was always something fun to do!

Day 6. Great weather. Excellent dining and fun with our family.

It is an amazing hotel especially if you are traveling with children. Super friendly people, excellent food very comfortable facilities and the water park is perfect for children and adults.

What can I say other than … it was amazing! The hotel in itself is amazing, being that they preserved its natural environment, along with animals. Every staff member there knows more than one language. They take time in the ecological tour around the hotel, to explain to you the Mayan history. I have not ever been in a trip where the room was always soooo tidy and so ecological friendly. Best time I had with my kids. Did I mention they have a spa on premise too… staff where amazing, friendly, kind and just went above and beyond. Just because of the customer service from the hotel staff I give my visit 5 stars… the only downfall is that they have people there ready to sell you vacations. My person wasn’t too happy that I didn’t want to invest at the moment due to some financially setbacks. Oh well. Other than that amazing.

Excellent service and quality! Super clean and the staff very friendly.

We love this Resort-great entertainment, staff, and all around beautiful resort. The wild life makes for a new experience each visit! Can't wait for the next trip!

Very appreciated our stay from 24th june to 1st July 2019. Great staff, always happy to serve you and one of the best family place you can ever ask for.

Greatest Resort we've been to. Staff was amazing and Ana made sure our wedding went off as planned, actually she did more and went above and beyond. So thank you.
only thing was the seaweed. Wish they would have warned us about this, but it is not the resorts problem. we would come back for sure. Love it, great food, staff, entertainment, and everything. So amazing.

Great resort very friendly and lots to do we were there for a week and never left the resort except to go snorkeling and never got bored.

Sandos Caracol Eco Resort, what can I say other than awesome. I took my family to the resort and we had a blast. I felt as though I was well taken care of the whole time and that they really do care about the experience and the resort they have built and kept alive. One solid was for Moni who runs the Jade River Swim — what a wicked experience, she is awesome. As well, Abraham in the sports bar is a drink wizard. Make sure you check out this place again.

We stayed at hotel caracol and it was the most unpleasant experience before going to the hotel I read the comments of many guests and please take into account each comment because, in reality, the people are telling the truth and not only are commenting bad because they were angry for some reason. To start we were given a room which is leaking water from the rain exaggeratedly by the wall, sent the guy from maintenance and they say that by reason of the rain nothing can be done, but as you tell this kind of reports ycomentarios the lei on his back frequently and not solved and we got others and we reported the same thing. The cleaning of the room left a lot to be decear and even so it takes until four in the afternoon to lay it down and not well cleaned. The attitude and friendliness of the staff leaves a lot to be decear to my husband on two occasions was to have breakfast at the buffet restaurant and even offered something to make the waiters, the restaurants and many of the facilities are wet too when it rains-apart from when it rains to stop in the middle hotel because the places where there is a snack there is nothing, the mexican restaurant is a vergueza the truth to be tourists and try that food so bad and tasteless and will carry that impression of mexican cuisine.

Very nice, well kept get away for those who like privacy or for families with children. Tropical trees with wild monkeys eating from your hand, many other cute animals and reptiles, a little zoo right on premises (all rescued animals and birds). I liked the fact its eco hotel encouraging guests not to waste but recycle instead. Many food choices, even all vegan restaurants (the reception told us the owner is vegetarian himself). We went to another Sandos 10 min away by taxi (sandos playacar) since its part of the same resort, but that other place was much more crowded (restaurants, pool, bars) and we noticed that all people we met there were speaking Spanish vs Sandos caracol is more international. While we watched world cup games at the bar at premises we saw many europeans from many different countries and heard all kind of languages spoken. The only thing I personally didnt find attractive in the resort was a rocky beach. May be I am too spoiled by sandy Florida's beaches :-)

The in-house activities are great! Sign up for the water tour, kayaking and snorkeling, and I recommend the nature meditation tour! I loved the food! The best part is the staff, service at its best, Karla and Yamilet go above and beyond on their tours!

We are actually at the resort currently. I’ve read several post saying the food is just ok.
let me tell you I’m traveling with 2 Vegetarians and a picky eater. We have yet to starve!
We ate at Los Lirios tonight and had a amazing T-bone. The grilled Veges were still firm and full of flavor. For Breakfast today we at at the Mexican Buffet and I’m not sure what I ate but please try things out of your comfort zone before making comments that there food is just ok.
There is only 1 place kids can’t get into after 8 and 1 is families before 9.
There is 1 restaurant every day that is Adult only. Your giving that schedule when you check in!