Sandos Caracol Nature Resort & Water Park - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26621 reviews

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  Honet review - think twice before booking this eco-resort

  I understand this is an eco-resort but certain cleanliness needs to be followed. The pools are DIRTY and never cleaned. There are so many racoons and monkeys that defecate around the pool decks that are not cleaned, and everyone is in their bare feet tracking that into the water. The pool with the swim up bar is the worst. The water was yellow and cloudy and throughout the week it was never cleaned. NOT ONCE. It doesn't help that another pool butts right up against it and shows the direct comparison of water. GROSS! The racoons are such a problem that the minute you put a plate down they will jump up on the table and take the food. Make sure you lock your patio door as the monkeys are able to open them and walk right in. Do not eat anything in the snack case in the lobby or any unattended areas on the resort. The monkeys go in and out of these cases and take the food. The staff watch them do it and do nothing about it nor clean the cases or get rid of the food. The mosquitos and sand flies are terrible. All of us adults were bitten all over. We had to take allergy pills just to stop from scratching the skin off our legs. People were walking around with different bites and infections that we encountered. Most all of the hotel lobby staff are rude and unwilling to assist with anything. It takes over and hour to check in and that's with only 3 families in front of us. They didn't care that we wanted to stay near each other and contacted the hotel directly before arriving to ensure this would happen along with our travel agent only to be told that they don't put notes on reservations and it's all done by random selection and there was nothing they would or could do about it. Every single time you went to the desk to ask a simple question you were met with an attitude or a rude response or told you were in the wrong line and to go over there and wait another hour for an answer to your question. My parents room flooded and when trying to find out what the hotel could do in the way of moving to another room they were told TOUGH. We have nothing else and handed them towels to clean it up. When they inquired again, they were told that if they weren't happy they were free to check out. When they asked if they could speak to a supervisor or manager, they were told no. They would say the same thing. They do not care about customer service and the staff around the resort are so over worked that I dont blame them for not caring. The 4th night of our stay I sent a request on the app and when I went to check on the status I noticed my room number had changed. I thought it was just an error but when it was still there in the morning, I went to the front desk to inquire only to find out they had moved our room halfway across the resort and I had no say in the matter we had to get out NOW. This is not a small resort and to move your family of 4 and huff your luggage a km on cobblestone pathways is not fun.. Needless to say, I won't be back, I won't recommend this resort or its brand to anyone. They didn't care about the $$$ we spent to be there so I will care about ensuring my friends and family don't waste theirs. They were given many chances to make it right and chose not to.

  Dec 02, 2025
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  Unlike any resort I've been to!

  Here now and everything is fantastic. To think I almost switched hotels due to these reviews. It is unlike any resort I've ever been to and I have been to tons. Jamaica, Cuba, other side of Mexico, Antigua, tobago, Dominican, the states. etc. This place is neat! Our room is massive with 2 balconies, 2 bedrooms, 2 bathrooms. Hot water all the time in my massive walkin shower. Monkeys everywhere if you just look up. And the food??? I have 2 kids here with me and they eat everything. The buffet has over 100 choices so if you cant find something you like, maybe you're the problem. And there are 2 buffets! We havent even tried any of the ala cartes yet. I think people complaining about food are those that sit at home and order McDonald's every night and then come here and complain about the hundreds of dishes of fresh veggies and fruits and cooked to order meats. Bread stations. Pasta stations. Pizza stations. Etc. The lineups were long for the weekend and now its quiet again. Resort was at capacity but lineup was never longer than 5 mins. Just relax! Drinks are great. A real fresh fruit smoothie bar at main pool daily. Can't be beat! Not to mention the entire vibe of the resort. Its like it's own little city. Natural rivers and cenotes, underground tunnels, ancient ruins, suspension bridges. Everytime we leave our room we stumble onto something new we didnt see before. Those saying they havent seen a monkey are crazy. Just look up! They are constantly high in the trees swinging around. The coatis are everywhere my kids love them. The lobby and restaurants are so beautiful.. cant believe review before me said no one speaks English. We staying at the same resort?!? Everyone here we have spoken to speaks perfect English. But it is their second language so what do you expect? Waterpark is a hit. The beach beds and hammocks are perfect while my kids play on the giant chess board. We did book royal elite and the royal elite infinity pool and poolside restaurant is the best! But, if you didnt book royal elite there is still so much to do! Quit complaining you're on vacation. :)

  Dec 02, 2025
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  Poor to fair

  Poorly organized. Buffet lines long poor organization layout. Could be improved Trying to book another restaurant is difficult.booked early as they stated ended up getting only one reservation. Lots of staff only speak their.language compared to other resorts we have been 2. HAD TO SWITCH ROOMS AND SO DID 2 OTHERS IN OUR PARTY OF 6. AIR CONDITIONER RIPPED OUT OF WALL. SWEAGE SMELL, NO HOT WATER . THE POSITIVE GOOD FOR.KIDS AND DRINKS. ENTERTAINMENT COULD.BE.BETTER ,PRETTY LAME.

  Nov 30, 2025
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  Fantastic Wedding Experience Thanks to Víctor

  We recently had our destination wedding, and I have to say that our wedding coordinator, Víctor, was truly the standout of the entire experience. He was absolutely incredible from start to finish. His professionalism, warmth, and attention to detail made our day feel seamless, stress-free, and genuinely special. Víctor went above and beyond in every way. He handled every detail with care, guided us through each step, and made our wedding day feel effortless and beautiful. The hotel is incredibly lucky to have him. To be transparent, the resort itself had several challenges. Multiple members of our group experienced no water or no hot water, and water pressure was a consistent issue. The water park faced frequent closures, almost daily, which was disappointing for families. Many rooms, including ours, had strong sewage or mildew-like odours, and check-in and check-out were painfully slow, with reception staff who often seemed overwhelmed and not particularly helpful. That said, there were positives worth noting. The grounds were beautiful, lush, and full of wildlife, and there was a ton to do on the property—from activities and shows to cenotes and nature paths. The setting itself is truly stunning.

  Nov 29, 2025
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  Save your money.

  Don't stay here! So many things were terrible. Waited in line all the time, check in & checking out took forever, took over an hour for each. Concierge was usually lined up so long that it was useless. The buffets are awful! The room wasn't bad but the windows & sliding glas door didn't lock. Had no service on the beach & there was no food there either. Had to wait in line ups for drinks. The entertainment was lousy because there was no where to sit even. Don't waste your time going here as this was our worst trip ever in more than 20 times travelling to Mexico.

  Nov 29, 2025