Before you book this place, call ahead and confirm they had all the roofs fixed. Trust me on this.
As a vacation this resort was really cool- unlike the others we saw it wasn't all neat trimmed lawns and palm trees, the jungle is interwoven through the resort and wild animals were delightfully present. The staff that I physically saw were wonderful, always smiling and pleasant. As a wedding venue however it left a lot to be desired. They treated the wedding like it was about as important as a Wednesday afternoon beach activity.
The wedding planner (associated with the resort) and the resort completely failed to communicate so the day of the wedding no one knew where the dresses (including the wedding gown) were. We had sent them to be steamed. I'm not even sure if they were, people kept giving us different answers. My sister was getting married and I showed up at her room to help her get ready. We were all supposed to take photos and she had purchased us special bathrobes for the occasion. My sister was not there. 30 minutes into the wedding my sister was not there. Even though she was a bride, and the reason over 40 guests were attending the resort in the off season, even though they knew her schedule and had confirmed times with her, they decided to give some kids a haircut before her. Then it started to pour rain. They told her it could be a 30 minute wait for the shuttle (They guessed, shuttles there, even the ones you book way ahead of time, are always guesses) so my sister, now very late for her wedding, walked across the resort in the pouring rain with her freshly styled hair and make up. It took three tries to get a shuttle bus (we had booked one days ago, telling them it was to deliver the bride to the altar). I myself called telling them she was 40 minutes late for the wedding. Nothing happened. Finally the photographer (not connected with the resort) got on the phone and spoke Spanish. I hope he said something rude. We didn't get to do the “getting ready” photo-shoot. Oh well, maybe next time my sister marries the love of her life we can. The wedding was held in doors due to rain in an area that was also a restaurant. The guests arrived to see half eaten food on the table. My sister was walked down the aisle, and the ceremony conducted to the sounds of waiters setting up tables JUST A FEW FEET AWAY. They are going to be in the background of photos of the bride and groom at the altar. The whole night it seemed like they were shuffling us along ahead of more important things, until finally they gave up and let us stay and then expected us to be really thankful about it.
The biggest problem with the resort, one which applies to anyone staying there for any reason is the holes in the roof. I get being caught off guard at the start of the rainy season by the odd tiny hole but you could see the sky through some of these. (Note- the buildings you sleep in were as far as I saw fine. Its the places you eat, drink and hang out in that were soaking, and the resort ran out of umbrellas really fast) In some places, well most places it was raining inside. During breakfast a large piece of plaster fell from the roof of one restaurant, landing by the entrance. A few minutes earlier and it would have hurt someone. The next day I noticed a table moved to a odd place, looking up I saw that it was so guests who were sitting would be less likely to be hit by a large strip of heavy plaster hanging ready to fall. One form of entertainment was watching little kids violently fall over and go skidding. Adults weren't much better off. At points there were several inches of water on the floor at my sisters wedding. We had to all watch our drinks like we were at a sketchy club because water was dripping from the ceiling into them. I watched them cut the cake with water dripping on my head. People were slipping. The hotel has told my sister that her family “had a good time and we paid people to stay longer to make up for it” so everything was fine. That says more about my family then it does their solutions. When another bridesmaid posted a similar review online about this experience it was not posted. Somehow tripadvisor is under the impression that she never went to the resort. Trust me she was there, she has the sunburn to prove it.
Its a nice place, but they need to work on how they organize weddings, each one should feel special because it is to the people involved in them, and they need to fix their roof. I hope they do better because the eco parts of the resort were amazing, more places should be like that.
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- 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