Sandos Caracol Nature Resort & Water Park - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26719 reviews

• 

  No hot water, no water at all at times, clueless front desk

  Things that happened to us personally: first assigned room smelled of mold so strong, started coughing in the first 2 minutes. Second room bathroom smelled of sewage so bad we had to turn on the fan 5 minutes before going in, otherwise it was literally unbearable. Kid refused to use it. No water in the shower 5-8 PM. None. No hot water in the shower ever. Barely warm . These are literal descriptions, not dramatic re enactments. Can provide room numbers. Front desk gave us wrong information on everything: shuttle times, breakfast times, reservations, ways to exchange money - straight out wrong times and places. Someone in line referred to them as sloths from Zootopia . Staff member entered out room at 2 AM despite having do not disturb sign on the door. Reasons unknown, he ran away apologizing, though. Food very average, restaurants serve buffet food on a plate. Shows are repetitious and quite awful. If you are traveling with small kids you will be ok. If you think Denny's is a decent spot to eat you will be ok. Any expectations above that should be abandoned to avoid disappointment.

  Feb 10, 2026
• 

  Terrible, cancel your reservation for adults only or select club! They don't exist anymore.

  CANCEL your reservation if you booked the adults only or select club package! My parents arrived at the resort a few days ago after purchasing 8 nights in the adults only section with select club privileges. They were informed that the adults only is CLOSED, the select club is CANCELED, there is NO private restaurant, NO 24 hour room service, they have been placed in a tiny room in the family section with bunk beds. My parents are almost 80 years old, they are supposed to be celebrating my mom's 78th birthday and completion of intense radiation therapy for cancer. Instead they are at the resort from Hell. I am disgusted by how the resort has taken advantage of a pair of seniors, taking their money and lying to them. You can still book these rooms on their website, but when you arrive, they are not available and the resort will not offer you a refund. That's theft in my eyes.

  Feb 10, 2026
• 

  5 Star Service!!

  Fogo De Brazil was an amazing experience and our waiters Jesus and Rigo made it so much more enjoyable, they were very accommodating and pleasant!!

  Feb 09, 2026
• 

  Family Fan galore!

  The grounds and rooms were very well maintained. Excellent service from staff. Issues regarding a door that didn’t unlock and a toilet running were dealt with promptly and resolved. The food at à la carte restaurants was scrumptious and service was attentive. The “show” and food at the Japanese tempanaki restaurant was one of the best we have experienced. Staff members, Judy and Samantha, made our experience over the top. THey were very helpful and assisted us with making the most of our visit. It was great to have the evening entertainment that the whole family could enjoy. The grounds were very scenic with lots to discover! This was a great family destination.

  Feb 09, 2026
• 

  An eco delight, but a poorly managed hotel

  My wife and I have had many all-inclusive holidays in Mexico over the years, and our fortnight at the Sandos Caracol was, by a large margin, the most disappointing. There is no way that this resort merits a 4 star rating. Most of its faults have been mentioned by other reviewers, and it is quite unacceptable that they have not been remedied. One of the most outrageous features is the almost constant queuing, especially for checking in and checking out. Just 2 staff on duty for checking in 20 to 30 people meant that waits of well over an hour seemed to be commonplace. We heard of people waiting over 2 hours to check in (after an exhausting 10 hour flight). This appears to be a fundamental problem of MANAGEMENT on so many levels. Half an hour to queue for a drink in the lobby bar with one person serving. We were told there was a problem in recruiting staff - is this true, and what is being done about it? Most of the staff were friendly and charming, but there weren't enough of them! In every hotel we have used in Mexico (and elsewhere), when there is a large influx of new arrivals, the lobby desks have been flooded with staff to process them - not here. We were fortunate to upgrade to the Select area, which at least gave us sun-loungers with umbrellas around our own pool, plus use of a good breakfast and snack facility. There was little shade on the narrow beach, and the crowds were made worse by part of the water park being out of action. The food in the main buffet restaurant was poor, and we used the speciality restaurants frequently (when we could navigate the temperamental on-line booking system). The food was often bland or undercooked. The "eco" element of the resort was its saving grace, and the variety of birds and other creatures throughout the grounds was a delight. And of course it has to be accepted that paths are less clean than in other hotels and that fallen leaves are not removed. But the state of the accommodation stairwells was awful (we were in block 67) with ingrained dirt, stains and unpainted plaster. Staff shortages again? This could well be a good choice of resort for a family with young children, but I would recommend couples to look elsewhere.

  Feb 09, 2026