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Carretera Puerto Juarez-Chetumal Km. 295, Playa del Carmen 77710 Mexico
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Traveler (22439)
Pool & Beach (4802)
Dining (1788)
Travel safe during COVID-19
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What you can expect during your stay
  • All linens sanitized in high-temperature wash
  • Face masks required for guests in public areas
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitizer available to guests & staff
  • Stay-at-home policy for staff with symptoms
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Updated 07/02/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Sandos Caracol Eco Resort
Updated 07/02/20 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#100 of 324 in Playa del Carmen
Location
4.2
Cleanliness
4.3
Service
4.3
Value
4.1
GreenLeaders Silver level
Welcome to Sandos Caracol Eco Resort, your “home away from home” in the Riviera Maya. The giant water park, world-class entertainment, and the beautiful beach location Sandos Caracol Eco Resort is one of the best all-inclusive resorts in Riviera Maya for both families and adults. Here at Sandos Caracol we aim to make your stay as relaxing and enjoyable as possible, which is why so many guests continue to come back year after year. We have lots of exciting accommodation options to suit the needs of all travelers looking for an unforgettable Riviera Maya all-inclusive vacation. Take your pick from fully furnished spacious villas, to family friendly room options including standard rooms and chic penthouse suites with an ocean view. There is also an adult's only section which includes adult’s only facilities and exclusive areas. Whether you want to enjoy breakfast next to the pool, or lunch by the beach with views of the Caribbean Sea, you’ll find everything
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Property amenities
Free parking
Free internet
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Bicycle rental
Diving
Babysitting
Parking
Wifi
Hot tub
Pool / beach towels
Pool with view
Adult pool
Outdoor pool
Fitness / spa locker rooms
Fitness classes
Restaurant
Breakfast available
Breakfast buffet
Kid-friendly buffet
Snack bar
Swimup bar
Poolside bar
Game room
Snorkeling
Tennis court
Water park
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Table tennis
Nightclub / DJ
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids' outdoor play equipment
Airport transportation
Car hire
Taxi service
Conference facilities
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Steam room
24-hour security
Baggage storage
Concierge
Currency exchange
Gift shop
Shops
Sun loungers / beach chairs
Sun umbrellas
24-hour check-in
24-hour front desk
Dry cleaning
Laundry service
Ironing service
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Room features
Private beach
Additional bathroom
Housekeeping
Interconnected rooms available
Private balcony
Safe
VIP room facilities
Flatscreen TV
Iron
Wake-up service / alarm clock
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Room types
Ocean view
Suites
Good to know
HOTEL CLASS
HOTEL STYLE
Green
Family Resort
Languages Spoken
English, Spanish

Location

Full view
Contact
Carretera Puerto Juarez-Chetumal Km. 295, Playa del Carmen 77710 Mexico
Name/address in local language
Getting there
Cancun Airport28 miSee all flights
Aerodromo de Playa Del Carmen4 miSee all flights
See all nearby hotels
22815Reviews3929Q+A100Room tips
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troyboy25 wrote a review Today
25 contributions15 helpful votes
+1
Just got back from a 2 week holiday (4 Adults) and after the initial problem with 2 dirty, musty, damp rooms, definitely not 4 star, we were moved to 2 nice, but still not 4 star rooms. The next we paid for an upgrade and it didn't disappoint. The rooms round the main pool are beautiful. As a whole the resort is beautiful & clean. The wildlife is amazing. Spider Monkeys, deer, iguanas etc. Just watch out for the mosquitos & sandflies, they do like a nibble. Highly recommend the Italian & Japanese restaurants. The all inclusive was OK, but if you like your food hot you'll be disappointed. I also have to say the alcohol quality was poor, even for all inclusive. However this resort does live up to its Eco name, surrounded by beautiful jungle and has made every effort to incorporate recycling where possible and reusable plastic where it can. The staff were lovely and most speak English. I am glad we did this holiday for the jungle atmosphere if nothing else. If anything I would suggest the Management/owners look to refurbishment of the bulk of the rooms, as this was our first impression and did ruin the first 2 days of our holiday having to keep moving rooms. Definitely not 4 star accommodation unless you're in the pool rooms.
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Date of stay: May 2022Trip type: Traveled
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Dumitru P wrote a review Today
1 contribution
First of all not all the restaurants would let us in, because for some of them you need to be a "club member" which makes the food choices limited. some of restaurants are only for adults which again restricted my choices of food and time i could visit them. the ones available had not the best food(to fatty, or not much meat) but the fruit variety was great The room had a strange unpleasant smell although it was very clean
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Review collected in partnership with this hotel
Date of stay: May 2022
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Sonya H wrote a review Yesterday
London, United Kingdom2 contributions
We had originally booked this resort when the reviews were quite good. We got nervous as our trip neared and we started seeing terrible reviews. We understand this is a budget friendly resort- but there were still some very obvious things that needed changed. Check in - the queues and wait were long. This was no fault of the staff working at check in. There was no staff standing around, they were all working diligently. I believe the problem is a very outdated check in system. Some things to improve this would be to have travellers fill out any paperwork electronically before their trip. The paperwork portion took quite a while. Also, update the systems as there seemed to be a lot of unnecessary work/steps for the staff. Because check - in took so long, there was no explanation on how to access the information website for guests, how to book dinner, or any explanation of wifi or review of the resort map. I believe most of this would be accomplished if there were a phone app to use. App development is not that expensive these days and could probably cut down on staff needed at the resort. It would also be much more user friendly than an outdated website. Lastly, it would allow the resort to send out push notifications or alerts regarding events, excursions deals etc. There were several events (such as a lovely food and goods market night) that we had no clue about prior to them happening. Pools - the main pool is super overcrowded with kids, families, and adults taking advantage of the swim up bar, I would not personally recommend this resort for any families looking for a quiet and relaxing vacation. If you are travelling without children, I'd recommend sticking to the adults only section at the back of the resort, it's much more chill and atmospheric. The drink waiters in the adult only section were great and quick considering the amount of guests. Breakfast and Lunch - buffets were terrible in our opinion. Crowded, non personal and felt like you were in a cafeteria, not at a resort. We ate at the restaurant in the adults only section for breakfast and lunch every day as it was the only sit down restaurant available during the day. The service was hit or miss depending on the waiter but food was always quite good and fresh. Dinner - We enjoyed our food at El Templo (was the best meal we had all week) and at the Fogo De Brazil, Los Lirios was also decent. All other restaurants were only okay. Food and service were quite mediocre at all the other places. We also felt really rushed at La Riviera and like we were an inconvenience. We aren't slow eaters by any means and they still managed to whisk away a couple of our plates before we were finished eating. We also sadly all managed to get some sort of stomach bug/bacteria during our stay. I don't think it was from one certain meal as we all experienced it at different times during our stay. I understand that this can happen here and there at even the best of resorts. But the fact that it happened to all of us is quite terrible. There were 6 of us altogether and we were all effected for at least a couple of days and to varying degrees. My sister and I are still experiencing symptoms after a week of being back home and are making appointments with our family doctor to ensure we don't have a parasite. Our room was quite comfortable and clean. We stayed in the Royal Elite section. The room was nothing special, but we didn't expect a lot at a budget resort. Bed was comfortable and facilities were nice. One note though - is bring your own shower wash, shampoo and conditioner. There was a wall unit with shower gel and shampoo but it was just meh. No conditioner to be found, had to buy an expensive bottle at the resort's shop. Beach - Beach was fine and as expected after reading reviews. Unfortunately there was too much seaweed for swimming - but this is not the resorts fault as it is effecting the whole coast during spring and summer. We are saddened by this phenomenon most likely caused by global warming and only hope there is a plan underway to try to fix the problem as I'm sure it's effecting tourism, the local economy and wildlife. There were lots of palm trees on the beach and a lovely breeze for relaxing at the end of the day spent at the pool. Other notes - there were random stalls around for kids (and kids at heart) to get hair braids, fake tattoos etc. These were typically not being used by guests when we walked by each day and I think that money would be better spent by closing these stands and having the staff working as guest services or some other service. It is very apparent that they are short staffed and staff are overworked, so a few extra hands would be helpful for both staff and guests. Lobby - have hanging signs at the entrance of the lobby for people to gather under for airport transfer, excursion pick up etc. Everyone was just randomly standing around and seemed confused as to where to go, who to ask for help and what to do. Overall, a very promising resort if a few changes were made. I understand resorts are facing difficult times and I don't expect a five star experience at a budget resort. However, simple changes could be made to improve ratings and overall guest experience.
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Date of stay: May 2022
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Room Tip: If you are traveling without kids, get a room in the adults only section. Resort is loud in...
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Elizabeth W wrote a review Yesterday
Lexington, Kentucky2 contributions
Isaac at the concierge was absolutely AMAZING!! We were interested in room service and the menu. He helped us get to the menu online and order our food so it can be delivered to our room. The menu is amazing!! Omelets, bagels, fruit, boiled eggs plus drinks.
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Date of stay: May 2022Trip type: Traveled
Room Tip: Use the concierge tables anytime you have questions. They are by the reception.
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Leyland9 wrote a review Yesterday
Bridlington, United Kingdom10 contributions9 helpful votes
Overall very happy with the resort and staff. If you love wildlife then you’ll love this place. The staff are very hard working and really polite. Their isn’t much of a beach but it wasn’t a big issue for us. The main buffet, Lagunas, was very samey, but the others were very nice especially the Riviera and the Japanese restaurant. The only complaints was we had booked in a second time for the Japanese but the person who booked it for us got the date wrong, so we only went the once which was disappointing as it was on our last night which would have been nice, also it would have been nice having a separate adult section away from the kids, they could really do your head in!
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Date of stay: May 2022Trip type: Traveled
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DanyApolda wrote a review Yesterday
1 contribution
we chose this establishment for its nearby beach but we should have been warned that it was no condition. We don't do so many miles to stay by the pool.Only the setting is nice. In these large complexes one has the impression of being contantly controlled.
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Review collected in partnership with this hotel
Date of stay: May 2022
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Shelbylovinglif... T wrote a review May 15
Philadelphia, Pennsylvania4 contributions3 helpful votes
Special service excellent drinks plenty of shots. Victor was excellent great customer service. Food was good too. Victor dance was cute and the special drinks was really nice. The Miami Vice was perfect
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Date of stay: May 2022Trip type: Traveled
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Response from Maria Ramos, Agencia/Consultora at Sandos Caracol Eco Resort
Responded yesterday
Dear Shelbylovinglif...T, 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. Our team is one of the most motivated as we love to know that our guests are having wonderful experiences. Your comments made us so happy and so proud to work in this little piece of Paradise. Best regards and let us know as soon as you are ready to comeback; our great team will be ready to exceed your expectations again!
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Kelsey Frazier wrote a review May 14
Emory, Texas5 contributions1 helpful vote
It’s very much a jungle! You don’t even realize how close to the beach you are and how much stuff there is! I love the different animals you see there also. All the staff is very kind, and they are keeping everything maintained all the time. We very much enjoyed it!
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Review collected in partnership with this hotel
Date of stay: May 2022
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Uzi Z wrote a review May 12
Hollywood, California13 contributions2 helpful votes
+1
The room we reserved was not saved for us so we were downgraded at arrival. No biggie, room we got wasn’t cleaned properly, stains on the bedding, open cans in the cabinet and weirdest, no phone. This is a large resort and I had to walk a long way to get to front desk to tell someone to come and correct pls. We also asked for a baby crib and didn’t get that. We arrived at 6pm. By 9pm no one came still. I went again. They sent cleaner this time but no crib, no phone. At 11pm I walked again and this time was told there’s no one who can help as maintenance are off already and no crib available. Maybe I could Rent one from the concierge. I was pissed and asked for a manager, I was told three times there’s no point and the manager will just tell me the same. After insisting I got to speak with a manager who finally got me a crib at 11:30pm. That was kinda the theme on the service level. More people staring at their phones than looking to help. The place though is gorgeous, monkeys on the trees, small zoo, water park was a lot of fun for the kids as well.
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Date of stay: May 2022Trip type: Traveled
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Response from Maria Ramos, Agencia/Consultora at Sandos Caracol Eco Resort
Responded 4 days ago
Dear Uziz2015, Thank you very much for the time you have invested in sharing this contribution regarding your vacation experience at Sandos Caracol Resort with the readers of this website. I'm sorry to see that our services did not meet your expectations overall. Our main objective as hospitality professionals is to ensure that our guests end their stay with unforgettable memories and unique experiences. We are very sorry we didn't get it with you. We have shared your comments with our management in order to continue to improve. We will take action on it so that it does not happen again. Thank you once again for your valuable comments. You can rest assured that we will continue to work hard to further improve our hotel services and the condition of our facilities to the best of our abilities. Best regards.
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Rachael C wrote a review May 12
1 contribution
AMAZING SERVICE! LOVE RAUL AT THE MEXICAN BAR. AMAZING PLACE TO STAY. So friendly and just amazing. I can’t explain how fun it is here! You don’t need to go anywhere but the resort to have fun! Great place!
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Date of stay: May 2022Trip type: Traveled
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PRICE RANGE
$192 - $287 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
caracol beach, sandos caracol eco hotel, sandos caracol beach resort spa, sandos select club, sandos caracol mexico, hotel sandos caracol eco, caracol village hotel playa del carmen, sandos caracol beach & spa mayan riviera, sandos caracol resort, sandos caracol riviera maya, sandos caracol playa del carmen
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
956
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Frequently Asked Questions about Sandos Caracol Eco Resort
Which popular attractions are close to Sandos Caracol Eco Resort?
Nearby attractions include Playa (0.7 miles).
What are some of the property amenities at Sandos Caracol Eco Resort?
Some of the more popular amenities offered include a swimup bar, a pool, and an on-site restaurant.
What food & drink options are available at Sandos Caracol Eco Resort?
Guests can enjoy a swimup bar, an on-site restaurant, and a lounge during their stay.
Is parking available at Sandos Caracol Eco Resort?
Yes, free parking is available to guests.
What are some restaurants close to Sandos Caracol Eco Resort?
Conveniently located restaurants include MVNGATA Beach Club & Rooftop, Coco's Cabanas, and Arezzo Restaurant.
Are there opportunities to exercise at Sandos Caracol Eco Resort?
Yes, guests have access to a pool, a fitness center, and fitness classes during their stay.
Does Sandos Caracol Eco Resort have airport transportation?
Yes, Sandos Caracol Eco Resort offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Sandos Caracol Eco Resort?
Yes, dry cleaning and laundry service are offered to guests.
Which languages are spoken by the staff at Sandos Caracol Eco Resort?
The staff speaks multiple languages, including English and Spanish.
Are there any historical sites close to Sandos Caracol Eco Resort?
Many travelers enjoy visiting Zona Arqueológica Playa del Carmen (3.9 miles).
Does Sandos Caracol Eco Resort have any great views?
Yes, guests often enjoy the ocean view available here.