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"We were there with another couple and they were not as happy as my wife and I they had one little issue and they let that bother them…the food was gre ... " More

By a verified traveler on Thu 11 May 2023

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Hotel Description

4-star beachfront property near Gran Coyote Golf

On the beach

Your stay at this Grand Coral property places you within 3 miles (5 km) of Gran Coyote Golf and Quinta Avenida. Quinta Alegría Shopping Mall is within 6 miles (10 km) and Central Square is within 9 miles (15 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 club, children's pool, and waterslide.

Royal Elite Penthouse

Bed Count 1 King Bed Maximum Occupancy 4 Max

Royal Elite Suite 1 Bedroom

Bed Count 1 King Bed Maximum Occupancy 4 Max

Eco Family Superior

Bed Count 1 King Bed Maximum Occupancy 4 Max

Royale Elite Superior Room

Bed Count 2 Queen Beds Maximum Occupancy 4 Max

Eco Family Penthouse

Bed Count 1 King Bed Maximum Occupancy 5 Max

Superior Select Adults Only

Bed Count 1 King Bed Maximum Occupancy 2 Max

Sandos Caracol Eco Resort - All Inclusive ratings based on 34 Verified Reviews

Review Summary
3.2 out of 5 3.0 out of 5.0
Room cleanliness 4.0 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 (9) Couples (4) Family (9)
2 out of 5
The staff is nice, but management has cheaped out on just about everything and is very understaffed. Everything was difficult. I don't recommend staying here. Here's a few of the issues we experienced: Check-in took over an hour, we were told that our room was not available for the first night, so they put us in a smaller room and would "compensate" us with an exclusive dinner with a "Fire Show" on Saturday night. The dinner on Saturday was cancelled without telling us, and we had to wait another hour to be seated in one of the other restaurants. There are two buffet restaurants where the food is low quality, bland, and cold. The Grill for hot food had only one cook, so the line was always very long You can only schedule dinner reservations a day in advance, and they fill up quickly. We were told to use their "App" to schedule a reservation, but they filled up too quickly every day (even when I woke up at 7am to try to secure a spot) so we were forced to eat at the buffet or leave the property every night. At check-in, we were not told that we would need Towel Cards for beach towels. The next day, I was informed of this by the staff at the beach and had to walk 15 minutes one-way back to the lobby to be given cards. Turns out, they don't have enough towel cards and they run out. Drink service at the pool was almost non-existent. Only one server for over 100 guests. Cocktails are mostly sugar When we asked for help, the staff said there's nothing they can do

Posted by , from Burlingame on Jan 2, 2024

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Comment from Hotel Management

Feb 2, 2024 by Sandos Caracol

We are very grateful for the time we spent giving such a detailed comment, as they are all of the utmost importance and we help each other grow and strengthen different areas and thus be able to provide better service and grow as a hotel.

1 out of 5
This resort was the worst experience I have ever encountered. It started by the hotel transfer not arriving, resulting in a 3 hour delay in my vacation starting, electrical issues resulting in food poising, no air conditioning, injury to head due to no lighting on pathways, very limited snack options and lunch. Only 1 Buffett open for entire resort and snack bar only had hamburgers and hot dogs. Booking al acarte took an extreme amount of time and had to be done daily which is extremely inconvenient and no one wants to spend an hour a day on vacation booking in restaurants. We also figured out that dining option times for people with children were only offered for 5:30-6:00 or 9:00 pm which is absolutely ridiculous. We found this out by asking all the people we ate with what time options were given and these were the times given to people with families on multiple days and multiple restaurants. Warm beer to due to kegs not working, no smoothies or frozen beverages available for partial stay. No hot water in the shower entire stay. Pool and aqua park not available for entire day due to electrical issues. No air conditioning in room or in restaurants due to eltrocal issue. Staff was overall rude and so much confusion between where to go for any type of booking for activities or meals. Not a good resort and will be putting reviews on google and travel sites.

Posted by on Nov 30, 2023

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Comment from Hotel Management

Dec 4, 2023 by Sandos Caracol

We thank you for your experience and we are very sorry for the inconveniences you had from the beginning, we are working to improve the application and not saturate it, as well as following up on each comment to improve.

4 out of 5
We were there with another couple and they were not as happy as my wife and I they had one little issue and they let that bother them…the food was great the staff at the restaurants were awesome….our room was spacious and clean… the swimming pools were clean and very well maintained…I would definitely recommend this place…very reasonably priced 👍

Posted by on May 11, 2023

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Comment from Hotel Management

May 12, 2023 by Sandos Caracol

Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future.

4 out of 5

Posted by on May 5, 2023

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Comment from Hotel Management

May 26, 2023 by Sandos Caracol

We appreciate your score and hope to host you again soon

5 out of 5

Posted by on Apr 14, 2023

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Comment from Hotel Management

May 5, 2023 by Sandos Caracol

Thank you very much for your review, we are so happy to hear that the efforts and dedication of our staff made such a positive impact on your vacation.

5 out of 5
The resort was beautiful. The food options were weak

Posted by on Mar 11, 2023

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Comment from Hotel Management

Mar 15, 2023 by Sandos Caracol

Dear Roger,On behalf of the Sandos Caracol family, I thank you for commenting about the experiences lived while in our hotel. Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future. Kindest Wishes.

5 out of 5

Posted by on Oct 22, 2022

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2 out of 5
buffet food was sub-bar. ala-carte, once you figured out to arrive at 5pm instead of 6pm - was okay. awful sewage smells. lots of dirt in pools.

Posted by , from HOUSTON on Jun 26, 2022

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Comment from Hotel Management

Jun 27, 2022 by Sandos Caracol

Dear Joseph, All our guest’s comments are valuable for us, as this always help us to improve and you can be certain that we will be working on the details you mentioned. Once again thank you very much, we truly hope to have you back soon. Best regards.

1 out of 5

Posted by on Jun 21, 2022

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5 out of 5
Love that this property is eco-friendly! Beaches/pool area are always clean and staff is amazing! Great places to eat as well!

Posted by on May 22, 2022

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Comment from Hotel Management

Jun 22, 2022 by Giovanna Barbieri - Quality Manager

Dear Davina, Thank you for your evaluation and comments, we are happy to read that you've had a pleasant stay and hope to receive you again very soon. 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 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/body boarding

Land activities
  • Bicycling
  • Fitness facilities
  • Tennis
  • Volleyball

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

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
  • Surcharge for premium or imported 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/bodyboarding included
  • Buffet-style meals included
  • A la carte dining 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. Free breakfast is served daily. 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 9 bars/lounges. WiFi is free in public spaces. This all-inclusive property also offers a complimentary water park, a children's club, and a children's pool. 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
  • 9 bars or lounges
  • Meeting rooms
  • Built in 2005
  • Buffet breakfast (free)
  • Nightclub
  • Deli
  • Kid's club
  • 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 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. Plasma televisions come with satellite channels. Bathrooms include showers, complimentary toiletries, and hair dryers. 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

Guests are served free buffet breakfast daily from 7:00 AM to 11:00 AM.

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

Room service is available.

Nearby Activities

2 outdoor tennis courts, a health club, complimentary bicycles, 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 sauna and a fitness center.

Children under 6 years old are not allowed in the swimming pool without adult supervision. 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

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 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 credit 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 is managed by a professional host. The provision of housing is linked to their trade, business, or profession. This property accepts Visa, Mastercard, debit cards, and cash. For guests' safety, the property includes a carbon monoxide detector, a smoke detector, and window guards in each accommodation.

  • Property does not offer onsite COVID-19 testing
  • 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
  • Carbon monoxide detector
  • LGBTQ friendly
  • No elevators
  • Property confirms they are implementing enhanced cleaning measures
  • Smoke detector
  • 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:

  • Sanitation services: MXN 32.57 per night
  • A damage deposit of MXN 5000 will be collected before check-in.

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)

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

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

Eco-Certified 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.

  • Travelife
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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.