Sandos Caracol Nature Resort & Water Park All Inclusive

One night without power. Another without water. Multiple nights with no hot water. The stay was okay.

We booked this resort for the waterpark, and it was fully closed for the first 3 days, and then less than half the rides were opened for the rest of our stay. Staff were not the least bit apologetic, and very low on empathy. The resort was filled with families with children, and there was indication prior to booking that they were going to close the rides. They told us at first it was for safety reasons, and as it turns out, it was just to do a paint refresh. As for the room, AC wasn’t working properly, the sink was cracked, and overall wasn’t super clean. They cleaning crew would leave bags of dirty linens out all day and all night in front our our room, making our experience less than great. Finally, there were a few dining options, however the Mexican buffet was closed all week, which is unacceptable given that we came to Mexico.

Pool was extremely cloudy and dirty for 3 days. Only breakfast option was a buffet that you had to wait in long lines for eggs/omlets. Buffett at any time of day was not restocked quickly or plentifully. Restaurants were good. Rooms were kept very clean, beds comfortable. Lots of hang out areas throughout property. Would go again.

It felt like a hotel in the jungle. Nice restaurants. Super close to the beach. Only downside was that all the large slides in the waterpark were closed

The main factor we booked this resort was the water park for our kids. To our surprise the small kids water park didn't operate at all due the painting and the water park for bigger kids operated only one day during our stay. When we brought this the guest services they told us every time that the water park will be fixed next day, which never happened and we found it so unprofessional and kind of rude. They nearly laughed to our face when we asked for some compensation. This whole experience set the mood in different way then we were hoping for. Besides that the food was good, rooms were spacious and clean and the staff were very friendly. Fixing the roofs would definitely help to avoid pouring rain on you and into your food while you dining

This resort is magical. It really has something for everyone. We enjoyed onsite Mayan Ruins, snorkeled in a Cenote outside our room, pools, waterpark, rescue animals, wild animals like monkeys, coatis, and cats wandering in front of you, and top it off with all inclusive food and drinks! Things we saw but didn't do- Segway rentals, bikes, tennis courts, kayaks, paddleboards, and Kids Club. But that is only because we ran out of time exploring and enjoying ourselves. Buffets were good and satisfying. I was up with kids by 7am when they were nice and quiet and well stocked. Do yourself a favor and book the Brazilian Steakhouse right off the bat, and enjoy all the meats they slice for you at the table! My mouth is still watering from that experience. El Templo was a fun teppanyaki experience for our kids. Hot dogs and burgers were served daily at the main pool and we enjoyed tacos and quesadillas at Nido just about any hour of the day. Pools were very nice. Tortuga and Main for guests, Adult Pool looked lovely but we had our kids in tow. Waterpark was fun, the biggest slides were closed during our stay but it didn't phase our kids. They still enjoyed the medium slides and the kiddie slides and splash park. Service was top notch and I can't wait to come back to this resort! 🌞🌴🌊

Property was awesome and everything within walking distance, the whole site lost power for around 2.5 days so back up generators had to power everything, not what you wanted to hear running all day

We booked an adult only supreme room but the adult only section was under renovation so they put us in another section. That should have been communicated to us. Booking speciality restaurant was a challenge because a lot of restaurants were closed. The main pool was in renovations and the adult only pool and beach had children present. We were attending a wedding and one of the guest was bit by a wild animal on reserve which was not pleasant but the resort did cover medical bill .

Staff were amazing and helpful. A lot of the buildings leak when raining and the property has a lot of flooded walkways after rain. Property is currently undergoing renovations so not all amenities were available.

Room cleaning was OK, but pool and beach was terrible, after 2nd day I didn't let my kids to be close to that pool.

Dont go here !!!!!! First off they try and draw you in with their fun water park , however their water slides have been closed for a long time, thier pools are dirty and i mean DIRTY there was not a single day i could see my feet the water was murky and stuff floating in the water constant , the beach is gross with tons of seaweed and no where to really swim in the ocean , the food is limited as you are never able to get into the ala cart restraunt, you find out once ariving you have to book in with an app but guess what its all booked already, and the very worst part of this resort of all was how out of my group of 13 of us 9 of us fell ill , vomitting our brains out , ive never been this sick and i go to mexico every year , im so dissapointed with this resort ... i will say that the rooms were clean , the monkeys around were cool, and the cenote on site was beautiful ...not worth the horrible food poisoning you will catch from the lack of cleanliness. Also everything is incredibly far away , so be ready ro walk 15-20 mins each way if you want to eat , go to beach , go to the pool or cenote.

The resort is falling apart. We had heavy rain and the roof was leaking everywhere. Including the main buffet AND our room. Had to walk through puddles on the bathroom floors. There was mold in a lot of the communal areas especially the main buffet and bathrooms. 5 out of 8 people in our group were vomiting by the end of our stay. I think it was the buffet food. The a la carte restaurants were all great food but had very limited reservations. The employees were all working so hard but just couldn't keep up with all the issues, no fault of their own. If the resort invested in some major repairs and maintenance it could be really amazing. The large waterslides were also closed for maintenance the whole week but we only ever saw 1 person doing some painting. Highlights were all the wildlife including monkeys, turtles and iguanas. The shows every night were very good.

Not a very clean resort. The pools were nasty. But the jungle and animals were great. We went to see the animals... So we were happy.

My first and last time at this property. As soon as I arrived to the property, I waited 2 hours just to get my room assigned to me. When I got to my room the bathroom had a really bad odor! I ask them 3 different times to help me change my room and that took another 5 hours. I had to request to speak to the manager. While changing my room, to my surprise a baby roach was running around the closet.(photos provided to manage), I was extremely disgusted. Another thing I dislike about this property was while walking on the property, there were several moments I had to take my shoes off to walk through a puddles of water, or take another path just to get where I was heading. I did meet an amazing staff member named Marco, extremely helpful and understanding.

I hate writing bad reviews but it seems necessary. Our room was a disaster. We paid extra for Select Penthouse with a jacuzzi on balcony. It didn't work and they didn't respond to our request to fix it One of the sinks in the bathroom didn't work. They did fix it on Day 3 The roof leaked and had ceiling in the floor and a puddle of water. Not fixed. There was mold in the front closet that was black. They offered to fix if we could live with strong chemical smell. My wife has asthma so not an option and no offer to relocate. Wifi didn't work in the room. Everything has to be done with their "app" but with no wifi it's kind of hard. Telephone had no buttons on it and wasn't working. They did fix this. Back to the app. You have to make reservations to the restaurants in the app but apparently "Royal Elite" get preference and we weren't even able to make reservations on 3 nights so had to eat buffett which was bland. Restaurants that we ate at were very good. Needed smaller pesos for tips. Went to front desk and asked them to give me smaller bills and was just told no. Check in was well over an hour. Very disappointed in the hotel and it could be one of the best in Mexico if they would just keep up with maintenance. Grounds are excellent. Jungle, cenote and animals are great I would never stay here again and advise others to reconsider unless you enjoy being treated poorly and not getting what is pictured for the room.

The room was beautiful and near the pool. however, the common area and the sports bar were not in good condition...rainwater was everywhere. There were no enclosed areas if case of heat or rain. Lots of mosquitos but not enough repellent provided. Restaurants and bars were decent

The staff is very friendly and nice, and the room was cleaned daily. I think the biggest takeaway from us was there is not a lot you can do if things aren't going well. The staff is polite and nice, but there was nothing they could do about a leaky ceiling, leaking sink, etc. They'll smile, apologize, and then not do a whole lot to change anything. Our rom did smell of sewage/leaky pipes the whole week, we just started airing it out during the day. The cleaner came daily and made the beds, swapped the towels, etc. The food was okay, the sit-down restaurants are nice, but the buffet is chaotic. Not the staff's fault at all, just a bit of a feeding frenzy vibe. The beach though has really improved since last year, they've built a wave break and have removed a lot of rocks.

The report is run down and needs lots of updates. They are understaffed in all the restaurants. The food is on the lower end of quality. The drinks all seemed to be watered down. I could drink all day and not feel it. They have significant plumbing problems. Iin our room the sewage came out the shower drain each time someone flushed a toilet or user a sink. Many other people complained about not having hot water in the shower. The hot and cold water faucets were reversed from one lavatory to the next. One lavatory would have hot water on the left and the next one would have hot water on the right. We had.a coffee pot in our room but were never left any cups to use. There were not any cups left in the room for bathroom use either This is a one star resort at best. Unless a person only wants to eat at buffet, restaurants reservations have to be made at midnight. The Italian restaurant is terrible. The Brazilian restaurant is pretty good, but all in all the dining options are below average I would not recommend this resort to any one. There are much nicer resorts in the same price range.

The property was very dirty and unsanitary. There were bugs in the food. All the food in the buffet was stale and cold as if it had been out for days. There was mold in the showers. We had three rooms and one was not cleaned before we got access to the room. We asked to speak to the manager and she would not come out to talk to us. We ended up leaving and going to a different resort after being there for one day. I have kids I had to feed and could not trust the food at this place, the last thing I want is for all of us to be sick on vacation. Pool water was cloudy and gross looking also had a lot of algae growing in the pool. So we couldn’t eat or swim not a good time at all.

Room cleaning was OK, but pool and beach was terrible, after 2nd day I didn't let my kids to be close to that pool.

Rooms are big and clean. Its very large and you have to walk alot to get places but it's pretty cool being in the jungle.

We had a great time. Although our room was near the wedding venue and the music was far too loud. Also every night there was a disco party that took place from 11pm to 1am also extremely loud. If the rooms near this area had a of updating with things like fixtures ie the shower head and maybe some sound proofing it would have be even better.

From the moment we arrived to the moment we left was amazing! I did find the reservation portion for restaurants difficult but not a deterrent to come back. Staff were outstanding and super friendly. Room was spacious, clean and comfortable. First 2 days the shower ran pretty cool however it was a nice relief to the body from the heat. Looking forward to a return visit! Ohhh absolutely loved the wildlife (not the bug bites tho lol)

Very spacious rooms

I hate writing bad reviews but it seems necessary. Our room was a disaster. We paid extra for Select Penthouse with a jacuzzi on balcony. It didn't work and they didn't respond to our request to fix it One of the sinks in the bathroom didn't work. They did fix it on Day 3 The roof leaked and had ceiling in the floor and a puddle of water. Not fixed. There was mold in the front closet that was black. They offered to fix if we could live with strong chemical smell. My wife has asthma so not an option and no offer to relocate. Wifi didn't work in the room. Everything has to be done with their "app" but with no wifi it's kind of hard. Telephone had no buttons on it and wasn't working. They did fix this. Back to the app. You have to make reservations to the restaurants in the app but apparently "Royal Elite" get preference and we weren't even able to make reservations on 3 nights so had to eat buffett which was bland. Restaurants that we ate at were very good. Needed smaller pesos for tips. Went to front desk and asked them to give me smaller bills and was just told no. Check in was well over an hour. Very disappointed in the hotel and it could be one of the best in Mexico if they would just keep up with maintenance. Grounds are excellent. Jungle, cenote and animals are great I would never stay here again and advise others to reconsider unless you enjoy being treated poorly and not getting what is pictured for the room.

Rooms are old need to upgrade room furniture

The experience was overall ok. I loved the animal sightings and the staff was friendly. My issue was the food was ok and my rooms sliding door latch was broken. Rooms are small also. But this is a kid friendly place so that’s always a plus 👍

It was a great place for our family with a lot of things to do. The rooms were nice with the exception of, there was no door on the bathroom and we were in one of the rooms that had a king size bed and twin size bunk bed. So there was nowhere to change in privacy which I thought was a little strange considering we were with our children. The actual toilet was in a separate room with a door but not big enough to change your clothes in. The food at the restaurant was good but was not a fan of the buffet. Had a hard time getting coffee for the room. Once we used it it took a couple days to get more. Housekeeping could have been better. But the resort itself was amazing. The entertainment was great. Pools were okay, but our kids did like the water park. I wish there would have been more activity at the main pool for the teenage kids. Overall I would go back.

Overall this is a really cool resort for families with kids which is unique being an eco resort. You feel like you are in the rainforest and have monkey, coatee, raccoons and agati visitors and lush greenery. The staff do a wonderful job of maintaining the rainforest and property and were so friendly. We thought the food was good at the buffet and one of the restaurants. The big issue was we didn't have hot water in our room and all I wanted at the end of the day was a hot shower. It also made showering the kids very difficult. The other thing is you can only send your kids to kids club for 2hrs/day. Not that we would send them every day but it wasn't long enough to do anything by the time you walked there and back. We would consider going back with our kids but likely not, however we are glad we did go. I don't think we would have enjoyed it as much if we didn't have kids.

La habitation es excelente y super limpia, el personal es amiable y atento.

Not enough staff. Checking in took two and a half hours. Thank goodness Alexis was there. I was really hungry not your fault but had a very early flight. He went over and beyond. Pre checked me in and took me to gram a bite to eat. Staff was amazing but the check in was my only problem. I might go with another company next time

Such a unique property! So much to do that you don’t even have to leave the resort. We had a wonderful time. Great place for kiddos. They loved all the animals and the different shows. I am glad there was so much to do on property because the beach was covered in seaweed and wasn’t great for swimming, but they had a great pool to make up for it. The check in experience was not great. It took a few hours and they tried to tell me the room I booked was no longer available and tried giving me 1 bed for 4 people. It took a while but I finally got my original room. Make sure you bring tip money. Many of the staff would not break up larger bills so that we could tip. Overall we really enjoyed it.

The resort itself is absolutely beautiful. It is very large and there is a lot of walking to get where you need to go. Customer service was really bad. They seemed unwilling to accommodate your concerns and would push the blame on to Expedia. We sent an email several months ago asking for seven of us woman to be put into the same building or side by side. They put us all over the place and would not put us together. Booking dinner reservations was a hassle You had to go to concierge but they were never in the adult only area. The servers were all very nice and very helpful. Food was not my partee. But some of it was good. The monkeys were awesome.

The resort was great. Buffets were average. Staff was not great. Room had no AC took 2 days for them to finally switch us. The app never worked for us couldn’t book dinners most days. Everytime you went to book dinners it was always the person is at lunch no matter what time you went. Felt like I was lied too about anything at any time. Any question or concern it was a different answer from each person. The Segway guys Mickey and Allen were fantastic. Roxanna and Esther the maids were phenomenal.

This is our 4 th visit to the property. The staff is friendly and accommodating and the value is incredible. We stayed in the adult only section and it is amazing. The staff was on top of things and we were served efficiently. The buffets were good offering lots of options. We do totally wish the ala cart restaurant reservation option was different. They reset at midnight and if you don’t select then you are out of luck! We tried every morning and once at 3:30 a.m but no luck. This resort is beautiful and we saw so many animals. We would highly recommend to others

The check in process was horrible I had no I troductio.

Very attentive staff.

En general es una buena experiencia, un hotel ideal para familias con niños pequeños. Los restaurantes son variados para todos los gustos. Cuenta con piscinas específicas para los más pequeños y para solo adultos. Puntos negativos: por temporada baja estaban cerradas algunos restaurantes, solo pudimos visitar 3. Y un punto terrible (que espero que mejoren) es el programa de royal elite o su tiempo compartido, desde que llegas te abordan con ese tema y no te sueltan hasta que aceptas ir a su “desayuno gratis”, si no quieres ir te marcan a la habitación, te dejan cartas por debajo de la puerta y/o te están cazando en el lobby para hacerte “la invitación” es simplemente agobiante y echa a perder mucho la experiencia del hotel. Nadie te regala nada como para que “ahuevo” te quieran hacer ir a una plática. En fin, TLDR: todo bien menos su tiempo compartido.

I took my family of 4 for our last vacation of the summer. I was hesitant because the reviews made it seem like not a great place, but at least for my family that was not true at all. The food at the buffet was great, the food at the two restaurants we tried was also great and I Didn't have any trouble making reservations. There were so many things to do, we went to the waterpark a few times, its not huge but having it available for the kids was great. We caught a few shows and really enjoyed the Saturday games market thing. The staff was super pleasant and helpful. The room was fine; I will say that the pictures do make the rooms seem larger than they really are but not a big deal. Overall, a 10/10 experience for my family. I guess if you didn't have kids I would say this isn't the place for you.

The good: -The nightly shows were amazing!! The performers were absolutely brilliant. I truly enjoyed every show. -The rooms were cleaned every day. They were modern, and had good AC. -Lovely cenotes on the property. Well maintained grounds.  We enjoyed seeing the monkeys around the resort, especially the babies. -The beach was very pretty and well kept. However, we prefer a beach with less rocks.  Very difficult to enjoy the water here without scraping, cutting yourself. The not so good: -It's almost impossible to get reservations at the restaurants. If you wake up at midnight to reserve, you may or may not get lucky.  Doesn't help that some restaurants are closed on certain nights. -Buffets were mediocre, with long lines.  There is very limited food options between service hours. Not ideal for people who arrived from a different time zone. -Constantly trying to be upsold an exclusive/royal/elite membership. There's not a single hammock/cabana in a family friendly non-exclusive area of the resort.  These are things that you usually don't have to pay extra for.  There are also multiple restaurants that you will not have access to without purchasing the membership. -Our mini fridge didn't get stocked for the first 5 days.  Compared to the other resorts in the area, service was poor. -Lastly the raccoons. I know it is a eco resort, and one of the main reason we choose this resort was because of this theme.  That being said the racoons are out of control.

Rooms are big and clean. Its very large and you have to walk alot to get places but it's pretty cool being in the jungle.

Staff and housekeeping were wonderful. Such friendly and helpful staff. Being in the jungle was such a treat. Swimming in the on-site cenote was a highlight. Food is… fine. Highly recommend going to the Mexican food buffet. Rooms were clean and very comfortable. Beach is okay — it’s smaller and rocky, so bring water shoes. It’s ideal for little ones with a protected area that small children can swim in safely.

Este hotel con el tiempo se ha deteriorado Mucho en sus áreas, la comida de todos los restaurantes fue muy mala. Solo tiene algo bueno, la gente que trabaja ahí tiene una actitud muy buena en amabilidad servicio. Pero ya no volveré sin duda esta muy malas condiciones y abandonada la calidad de los alimentos

The international buffet is too small and far too crowded. Not enough food options. Had to pay extra for 4 hours after checkout as flight is at 8pm. Otherwise I would not have access to the resort.

My kids loved the water park. The beach was nice but the ocean was hard to access. The water in front on the resort had lots of large rocks.

We chose the adults select club option for Sandos Caracol Eco. The adult pool and beach were empty of kids most times and the there were not many adults either. A bit of an annoyance was the open air restaurant in the adult pool area, opens for families at night. So you could be swimming/lounging peacefully in the evening and have families with rowdy kids come walk by and hang around while waiting to eat. The pool cleaner also came and kicked us out earlier than the sign said the pool closed. Evidently the website is more up to date than the sign at the pool. The beach and ocean were rocky and not worth playing on or swimming in but it was absolutely BEAUTIFUL to sit and read and listen to the soft beats played by the live DJ. That beautiful experience however was constantly interrupted by the pushy massage sales from the independent sellers that have their station popped up right next to the edge of the Sandos property. Once we chose to get a massage they did start leaving us alone for that day but it was constantly saying NO to many different people about the same items. This is the main reason I will look to stay at another resort next time. The restaurant by the adult pool had the best service for breakfast and lunch but the birds were constantly flying in and landing on the buffet so we wouldn't eat that, just chose made to order cooked items, def didn't want to be sick on our trip. The drinks were ok, nothing fancy. No condiments or rims on drinks (we did tip).

Great resort. The vegetation and wildlife was phenomenal. The food was only okay, Los Lirios was the best a la carte. The "app" on the website was very convenient. The decor was so colorful and beautiful. We saw coaties, monkeys, snakes, iguanas, geckos and numerous birds. The street food night was the best event.

The property itself is in a very unique rain forest setting. You are surrounded by amazing vegetation and lots of animals. The beach is beautiful but rocky. They should have a separate area for vegan and vegetarian so that you can identify what food contains meat, seafood and cheese.

i liked the resort, pool area and atention. I didnt like the beach (sargazo)

Some of the staff were quite rude during our stay, which was disappointing. The property is very spread out, so depending on where your room is located, it can be a long walk to get to the restaurants or beach. We specifically booked this resort for the waterpark, but it was closed the entire time, which made the stay feel like a waste. We’ll be trying a different place next time.

Sandos eco resort has a lot of positives but also some negatives. Positives- jungle with lots of wild life, beach, cenote, water park, cleanliness, fun shows each night. Negatives- service, food, drinks, though I did enjoy some of it. The restaurant reservations were difficult to get and they told us we could only have three reservations during our 9 day stay. I would not stay at this resort again for the few negatives, since there are other all inclusive resorts in the area that offer much better service.

Such a unique property! So much to do that you don’t even have to leave the resort. We had a wonderful time. Great place for kiddos. They loved all the animals and the different shows. I am glad there was so much to do on property because the beach was covered in seaweed and wasn’t great for swimming, but they had a great pool to make up for it. The check in experience was not great. It took a few hours and they tried to tell me the room I booked was no longer available and tried giving me 1 bed for 4 people. It took a while but I finally got my original room. Make sure you bring tip money. Many of the staff would not break up larger bills so that we could tip. Overall we really enjoyed it.

Confirme lo que todos opinan de lo difícil que es reservar en un restaurante de especialidad. Si vas por varios días acostúmbrate a comer diario en los mismos restaurantes de buffet. Aunque tienes servicio al cuarto el menú es súper reducido. En la noche solo hay un entretenimiento. En general las habitaciones bien y mayormente la gente amable aunque hay excepciones. Por cuestiones familiares rentamos 4 habitaciones y desafortunadamente tuvimos diversos problemas como que se descompuso el aire acondicionado, problemas de cucarachas que obviamente reportamos y que el hotel solucionó. El área de niños muy buena al igual que las albercas. El mar desafortunadamente está en una zona rocosa pero en general está muy padre. No puedo decir que no lo disfrutamos pero si no creo que el precio beneficio lo valga.

Improved beach area comparing to the past visit. Food not the greatest but decent. Love that they decided to keep the one small restaurant/pub open whole night! Too bad they didn’t utilize Italian and Mexican reataurant…

Pool was extremely cloudy and dirty for 3 days. Only breakfast option was a buffet that you had to wait in long lines for eggs/omlets. Buffett at any time of day was not restocked quickly or plentifully. Restaurants were good. Rooms were kept very clean, beds comfortable. Lots of hang out areas throughout property. Would go again.

Our family loved our stay overall. The grounds were spectacular and it was amazing seeing all of the wildlife everywhere. Restaurants were pretty good (la riviera being our favorite). I’d skip hibachi next time but it was fun nonetheless. All around I expected the food to be worse based off of the reviews but I thought it was actually decent. We were disappointed the Mexican restaurant was closed, as well as the Italian and we weren’t able to get a reservation the last night we were there. The shows/talent each night are great, they even performed one near an actual Mayan ruin that is on the property. The theater was also impressive. Rooms were updated and cleaned every day. They did a good job managing the sargasso compared to other parts of the beach. It is a lot to walk since the grounds are so big so be prepared for that. We didn’t even get to see everything and we were there 6 days!

Difficult to make À la carte reservations resulting in long lines to buffets. Limited breakfast and lunch choices. El nido doesn’t serve cereal until 11:00 pm when the majority of people eating cereal are kids and that is too late for them to wait up for a snack.

Resort was pretty, staff was friendly. Only negative would be the quality of food. The food was bland. At all 3 sit down restaurants/ buffets. Monkeys are really cool my kids loved that. Shows were amazing. Drinks are ok. I would go again.

Good ac food and service was hit and miss including la carte.

The buffet food was just average but the food at the specialty restaurants were much better. More needs to be done to control the amount of mosquitoes at the resort. Stagnant rain water needs to be treated.