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"The place its beautyfull..the waiters are exellent..the beach it ok...rooms are good..but 2 things i did not like was the food at the buffets ..you ha ... " More

By a verified traveler on Tue 11 Jan 2022

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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 Avenida with a stay here. Quinta Alegría Shopping Mall 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. Bring the family and enjoy the children's pool, waterslide, and playground.

Free WiFi, balconies

In addition to plasma TVs with satellite channels, the 956 guestrooms offer free WiFi and free minibar items. Balconies, room service, and coffee/tea makers 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 28 Verified Reviews

Review Summary
3.5 out of 5 3.5 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 (6) Couples (4) Family (6)
3 out of 5
The place its beautyfull..the waiters are exellent..the beach it ok...rooms are good..but 2 things i did not like was the food at the buffets ..you have to rreally look around for some teasty to eat..and we try to cancel a tour we could not take becouse someone in our party got sick..they charge for it and we didnt take it...i would stay there but do it totally diferent..

Posted by on Jan 11, 2022

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Comment from Hotel Management

Jan 12, 2022 by Giovanna Barbieri - Quality Manager

Dear Hector, Thank you for your valuable comments. We are already working to improve our food selection in all the restaurants, especially at the buffet, in order to guarantee better experiences to our guests. We hope to receive you again in the future and change your perception. Regards.

1 out of 5
Would strongly not recommend staying at this property for families. Staff is extremely rude, venders are extremely pricey even for a tourist area, kids water park is not well maintained (my daughter got hurt at the water park a piece of the slide chipped off and went up her toe nail) food is not great at all unless you just like burgers and hotdogs.

Posted by , from Rock Tavern on Jan 8, 2022

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Comment from Hotel Management

Jan 9, 2022 by Sandos Caracol

Dear Leonardo, Thank you so much for send us your review about your wedding experience at SandosCaracol, I am pleased to hear that you enjoyed your stay with us and that you mentioned some positive impressions during your stay. Your experiences are in no way representative of the usual positive feedback we receive and the high standards we aspire to. We already share your comments with the Management. At SandosCaracolwe appreciate every all our valued customers comments, as you we understand it is the best way for us to improve the service. We hope to have the opportunity to host you again and demonstrate the high quality service our brand is known for. Sincerely,

5 out of 5
Este hotel es súper completo tiene actividades para toda la familia no hay necesidad de salir del hotel para diversión, tiene seaway, bicicletas, granja de animales, bote tomantico, ruinas, el kids club esta genial, la comida excelente y el grupo de animacion es fenomenal tienen mucha energía y alegran la estadia, este hotel nos encanto a toda mi familia, definitivamente regresaremos

Posted by on Jan 7, 2022

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Comment from Hotel Management

Jan 9, 2022 by Sandos Caracol

Estimada Olga, Agradecemos mucho su reciente visita y por haberse tomado el tiempo de escribir sus comentarios, realmente nos hace feliz saber que tuvo una excelente estancia con nosotros; Muchas Gracias por habernos dado la oportunidad de haberlo hospedado. Esperamos verlos en sus próximas vacaciones y consentirlo aquí en SandosCaracol Resort. Saludos cordiales

1 out of 5
There wasots of wild life and that was nice to see, other than that, there was absolutely nothing special about this place. Be prepared to walk A LOT to get just about anywhere

Posted by on Dec 19, 2021

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Comment from Hotel Management

Dec 19, 2021 by Sandos Caracol

Dear Justin, While extending you a warm regard, I would like to thank you for the time you have invested in sharing your views and comments related to your recent stay at SandosCaracol with readers of this internet site. I am sorry to see that our hotel and our staff were not what you had in mind. Unlike the impression you share in this forum, you can see that the vast majority of the nearly 10.000 contributors share a quite different opinion to the one you hold. We know that we are not perfect and we know that we can and should still improve in many areas. You can rest assured that we intend to keep working hard to further improve our hotel facilities and services. Kindest wishes,

2 out of 5
Our stay at the hotel was not so pleasant. We had a big group and checking in was horrible due to some reservation being canceled without notifications. The staff couldn’t give us an answer as to why some reservations got cancelled. They suggested us to call Travelocity for an answer and even Travelocity couldn’t give us one. So disappointed with the Travelocity services and the hotel services. We lost a whole day trying to figure this out. We ended up paying for what ever room they had available since being in another country we couldn’t just go back home. Worst experience we ever had.

Posted by on Nov 27, 2021

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Comment from Hotel Management

Nov 29, 2021 by Giovanna Barbieri - Quality Manager

Dear Hernesto, We are very sorry to read about the inconvenience you've had at the resort and the issues with your reservations. Be sure that we will review the situation to make sure it will not happen again in the future. Thank you for your valuable comments. Regards.

4 out of 5
Staff was friendly and helpful. Waiting time to check in, about 2 hours and only 3 people in front of us.

Posted by on Oct 13, 2021

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Comment from Hotel Management

Oct 13, 2021 by Giovanna Barbieri - Quality Manager

Dear Maria, Thank you for you valuable comments, we are happy to read that you've had a pleasant stay. We hope to receive you soon. Regards.

5 out of 5
A hotel. I recommend it

Posted by on Sep 26, 2021

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Comment from Hotel Management

Sep 27, 2021 by Giovanna Barbieri - Quality Manager

Dear Hubert A, Thank you for your evaluation, we are glad to see that you've had a wonderful experience. We hope to receive you again very soon. Regards.

2 out of 5
The amount that the property has to offer for Kids is good. The food and the service is disappointing. the staff moves at 1/4 the speed of other resorts. The food is edible but I actually lost weigh at this resort. The lines at the bar could not be slower. 2 people ahead of you, 10 min. Our 4 year old had a good time but we will not be going back.

Posted by on Jul 23, 2021

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Comment from Hotel Management

Jul 24, 2021 by Giovanna Barbieri - Quality Manager

Dear guest, Thak you for your valuable comments, we are considering them to imprve the service and food and beverage selection. We would like to inform you that we are working on all the processes in order to avoid lines and waits. We hope to have the chance to change your perception in the future and receive you and your family again. Regards.

3 out of 5
Checkin was terrible, very long line 2.5 hours. Staff rating is not fair to all you should put that into depts housekeeping, foodservice,bartenders awesome. Seating along paths few and far between husband hurt back couldn't walk far ask for a ride the guy pulled over by a sign said this where you are at this where you are going I drop here you can walk.pooks fiteration not working. WONT BE BACK :GO TO SANDOS PLAYACAR"

Posted by on Jun 27, 2021

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Comment from Hotel Management

Jun 28, 2021 by Giovanna Barbieri - Quality Manager

Dear Guest, We are sorry to read that you've had a bad experience at the resort. We are working on the issues you are mentionning to improve our service and facilities. We hope we could have the chance to change your perception in the future. Regards.

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 Jun 15, 2021

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Comment from Hotel Management

Jun 15, 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.

About the Sandos Caracol Eco Resort - All Inclusive

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

All-inclusive Details

This property is all-inclusive. Onsite food and beverages are included in the room price (some restrictions may apply).

Gratuities and taxes
Gratuities and taxes are included.

Food and beverages

  • All buffet and à la carte meals, snacks, and beverages included
  • In-room minibar (all beverages included)

Activities and facilities/equipment
Water activities

  • Kayaking
  • Sailing
  • Scuba-diving lessons
  • Snorkeling
  • Surfing/boogie boarding

Land activities
  • Bicycling
  • Fitness facilities
  • Tennis
  • Volleyball

Lessons/classes/games
  • Aerobics
  • Cooking
  • Dancing
  • Language
  • Yoga

Kids' club

  • Supervised activities for children between 2 and 12 years old

Entertainment

  • Onsite entertainment and activities
  • Access to onsite nightclubs
  • Onsite live performances
  • Theme parties

Not included

  • Motorized water sports
  • Scuba-diving excursions
  • Surcharge for premium food items
  • Premium/non-domestic alcoholic beverages
  • Premium food items
  • Childcare
  • Spa/beauty facilities and services
  • Offsite tours
  • Transportation to offsite activities

  • Kayaking included
  • Access to onsite nightclubs included
  • Sailing included
  • Surfing/boogie boarding included
  • Taxes included
  • Buffet-style meals included
  • A la carte dining included
  • Premium/imported alcoholic beverages not included
  • Fitness facilities included
  • Premium food items not included
  • Tennis included
  • Volleyball included
  • Childcare not included
  • Scuba diving excursions not included
  • Motorized water sports not included
  • All available beverages included
  • Bicycling included
  • Spa/beauty facilities and services not included
  • Transportation to offsite activities not included
  • Offsite tours not included
  • Yoga classes/lessons included
  • Aerobics classes/lessons included
  • Dancing classes/lessons included
  • Language classes/lessons included
  • Onsite entertainment and activities included
  • Gratuities included
  • Cooking classes/lessons included
  • All meals included
  • Surcharge for premium food items
  • Surcharge for premium or imported alcoholic beverages
  • Surcharge for bottled wine
  • Minibar (all beverages included)
  • Scuba lessons included
  • Onsite live performances included
  • Theme parties included
  • Snorkeling 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 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
  • 10 bars or lounges
  • Built in 2005
  • Nightclub
  • 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
  • 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 all rooms: Free WiFi

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. 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)
  • 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

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

Room service is available.

Nearby Activities

2 outdoor tennis courts and a complimentary water park with waterslides are featured at the property. 3 outdoor swimming pools and 5 spa tubs are on site. In addition to a children's pool, other recreational amenities include a health club, a sauna, and complimentary bicycles.

Guests under 18 years old are not allowed in the health club, fitness facility, or spa tub.

The recreational activities listed below are available either on site or nearby; fees may apply.

  • Snorkeling on site
  • Ecotours on site
  • Free bicycles on site
  • Golfing nearby
  • Hiking/biking trails on site
  • Volleyball on site
  • Beach volleyball on site
  • Kayaking on site
  • Skydiving nearby
  • Parasailing on site
  • Yoga classes/instruction on site
  • Playground on site
  • Beach yoga on site
  • Fitness classes on site
  • Sailing on site
  • Basketball on site
  • Scooter/moped rentals on site
  • Scuba diving on site
  • Personal motorized watercraft on site

Spa Services

SPA SANDOS has 16 treatment rooms including rooms for couples and outdoor treatment areas. Massages are available on the beach and in the spa; other services include deep-tissue massages, hot stone massages, and sports massages. A variety of treatment therapies are provided, including aromatherapy, hydrotherapy, and reflexology. The spa is equipped with a sauna, a spa tub, a steam room, and Turkish bath/hammam.

The spa is open daily. Guests under 18 years old are not allowed in the spa.

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

Accessibility

If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.

  • Upper floors accessible by stairs only
  • Wheelchair accessible parking

Hotel Policies

Check-in

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

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

Extra-person charges may apply and vary depending on property policy

Government-issued photo identification and a credit card, debit card, or cash deposit may be required at check-in for incidental charges

Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed

This property accepts credit cards, debit cards, and cash

Safety features at this property include a carbon monoxide detector, a smoke detector, and window guards

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 Visa, Mastercard, American Express, 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. On-site PCR and antigen/rapid COVID-19 testing are both available for a fee. This property affirms that it adheres to the cleaning and disinfection practices of Safe Travels (WTTC - Global).

  • 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
  • Property is cleaned with disinfectant
  • Contactless check-out is not available
  • Staff wears personal protective equipment
  • Protective clothing is not available to guests
  • Property follows sanitization practices of Safe Travels (WTTC - Global)
  • Shield between guests and staff in main contact areas
  • Guests are provided with free hand sanitizer
  • Staffed front desk
  • Social distancing measures are in place
  • Contactless check-in is not available
  • Onsite COVID-19 testing (PCR) is available
  • Onsite COVID-19 testing (Antigen) is available
  • LGBTQ friendly
  • No elevators
  • 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
  • Debit cards
  • Gap period enforced between guest stays - 24 hours

Fees

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

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 Travelife, 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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Frequently Asked Questions

*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.