On the beach, white sand, free beach cabanas, sun loungers

Reviews of Select Club at Sandos Caracol All Inclusive - Adults Only Area

4 out of 5
Select Club at Sandos Caracol All Inclusive - Adults Only Area
Carretera Chetumal Pto Juarez, Km295, Solidaridad, Playa del Carmen, QROO

Reviews

7.6

Good

Rating 10 - Excellent. 271 out of 781 reviews" "
Rating 8 - Good. 244 out of 781 reviews" "
Rating 6 - Okay. 140 out of 781 reviews" "
Rating 4 - Poor. 75 out of 781 reviews" "
Rating 2 - Terrible. 51 out of 781 reviews" "

8.4/10

Cleanliness

8.4/10

Staff & service

7.2/10

Amenities

7.8/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

8/10 Good

Nokoni

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort property was amazing with lots of native wildlife and beautiful plants. Very much enjoyed the adults only sections and the food was good. Only complaint was the difficulty getting reservations, particularly difficult at the fogo de Brazil and teppanyaki restaurant, a separate reservation process and huge lines in the heat. Other reservations cannot be made a head of time and had to get on the app at midnight to find availability. Staff was very friendly and a special shout out to Ignacio at the adults only bar on the beach!
Stayed 5 nights in Mar 2024
Response from Sandos Caracol on Mar 18, 2024
Thank you for sharing your experience about the positive aspects of your stay, such as the native wildlife, adults-only sections, and delicious food.We will follow up to improve the reservation system in restaurantsWe are happy to know that the staff provided you with excellent service, such as Ignacio at the adults-only bar on the beach.Thank you for being part of us and we hope to welcome you once again in this your home.

8/10 Good

Toni

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Sandos Caracol on Mar 18, 2024
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente.

2/10 Terrible

Andrew

Travelled with family, Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Might want to control wild animal population. Buffet was filled with chaos…rude visitors, rude kids. Would be nice to have another buffet for adult only side. Food was better at the adult pool side but every meal, breakfast and lunch took an hour or more. My wife and I have been to many parts of Mexico and this was the worse resort we have been too. Spend your money elsewhere…
Stayed 6 nights in Feb 2024
Response from Sandos Caracol on Mar 4, 2024
We appreciate the time you take to give your feedback, as it helps us reinforce and improve different areas.

2/10 Terrible

Laura Lee

Travelled with partner, Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
There was no hot water multiple days and the whole resort smells like sewer, the food in buffets is terrible and often not at proper temps and no labels! There is no traditional Mexican food whatsoever. Not even rice and beans. Staff doesn’t speak fluent English. We had a flight cancel and we called they said they would hold the reservation and we showed up they said we got marked as a no show! The cenotes are man made and you must wear a life jacket which are all broken buckles and in poor condition. Flies in food everywhere and the drinks are sugared up. Kids in adult only areas and food was left out all day and horrible! You must stay up till midnight to possibly get a booking in the restraints or wait in long lines to book only two days in advance. We booked a 10 day stay and left after 6 to another hotel. Nothing is as advertised! Do not go here! We have been trying to get a refund for our days we left and we are struggling to even have someone call us! You cannot get room service or anyone on the phone. We tried to get room service and had to call bell boy and then got reprimanded by the food service ppl when they called us and then waited an hour and a half for very very unappetizing food most days there was no bread or coffee and other amenities that should be provided at an all inclusive save your money. Do not stay here.
Stayed 10 nights in Feb 2024
Response from Sandos Caracol on Feb 29, 2024
We appreciate the time you take to give your comments, they will all be taken into account, as they help us improve and strengthen the service.

10/10 Excellent

john

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a wonderful time at this property. We went in February. We stayed in the adults only section and I'm glad we did because the other reviews say it stinks near the swampy area and it did, probably from the sulfur of the swamp. The signage needs work as we had no idea what to do, or where to go for dinner. Breakfast and lunch, we ended up going to the Brazil place and we were told that it needed no reservations for dinner, but for dinner, it did. We ate at the Mexican buffet for the most part as the International buffet was not good. Those are the only 2 place you can eat dinner without reservations. The app refused to work for us, so we eventually went to the info place next to the fun center (with the Foosball and ping pong tables), and we did get reservation there for all the days remaining. We ate at the Mediterranean place one night, the Brazil Place the section night and the Teppenyaki (Japanese hibachi) place the next night. All these places severed the most excellent food. We did end up going to Tulum for a half day and it was quite busy but we still had a good time. We did book a bed on the beach for $99 dollars US, but it was unclear where we were to get that, so we ended up in the adults only section until lunch when we asked about that and we were in the wrong place. There are 3 beds in the other section that were reserved, so we ended up moving to that section and we got chicken wings and fries, chocolate covered strawberries, champagne and about 8 beers.
Stayed 6 nights in Feb 2024
Response from Sandos Caracol on Feb 29, 2024
We appreciate the time we dedicated to giving your experience and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

6/10 Okay

Van

Stayed 4 nights in Feb 2024
Response from Sandos Caracol on Mar 20, 2024
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente.

8/10 Good

Randall

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Ok
Stayed 10 nights in Feb 2024
Response from Sandos Caracol on Feb 23, 2024
We appreciate the time we took to give you your experience and we know we met your expectations. Thank you for your choice at Sandos Caracol.

10/10 Excellent

Celline Cardoso Almeida

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort is beautiful, lots of nature and animals (monkeys, turtles, coatis, iguanas, etc.). Sometimes it felt like I was in a cottage in the middle of the forest. Staff was very nice and helpful. The Los Lírios restaurant is amazing, the others not so much and it’s really hard to book the à la carte restaurants if you are not Royal Elite.
Stayed 4 nights in Feb 2024
Response from Sandos Caracol on Feb 15, 2024
Thank you for sharing your experience and knowing that I enjoyed your stay and nature, the application for restaurants is for everyone or with concierge support.

10/10 Excellent

Lorraine

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed the resort. Good food options for celiac. Managers and chefs really took care of that for me. I found the Adults Only areas to be fairly quiet and relaxing which is just what I wanted. Great snack and drink options at Adults Only beach bar. Awesome breakfast and lunch right at the poolside restaurant as well. There were a lot of animals roaming the resort and I really enjoyed that, and pretty much everything else about this place.
Stayed 7 nights in Jan 2024
Response from Sandos Caracol on Feb 2, 2024
We appreciate the time we spent giving your comments and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

4/10 Poor

Deidra

Travelled with group
Liked: Cleanliness
Property is nice and well maintained. The animals were a joy. Most staff is friendly. Getting food is horrible. They make you use an app that doesn't work. When you try to request a reservation in person always a long line and then told sorry nothing available. We only had 1 reservation for 7 nights. Also had to request towels every day. They never left enough, especially the night the water cooler leaked all over the floor. Also a long wait for a waitress for drinks. They did not have enough staff.
Stayed 7 nights in Jan 2024
Response from Sandos Caracol on Feb 2, 2024
We are very sorry for not having met your expectations, we will follow up on each comment with the areas involved in order to grow as a hotel and provide better service.

6/10 Okay

Yevette Bates, pollocksville

Travelled with group
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
This was our 7th time to the resort. Beautiful grounds and lots of unique animals. The shows are good have seen them multiple times and they have havent changed over the years. Still some super sweet employees. Downfalls are you have to stay awake to book restaurants on app which is very hard to do unless your up at midnight to book them. Or have to stand in long lines to book the ones not on the app. While we were there they were constantly out of certain foods so you had to keep changing what you wanted on the menu to order. The buffet lines were really long and people had to wait for hours to get meals. The toliets kept getting clogged so you had to wait for people to come your room to fix it. Wasn't the resort we were used too. Premium alcohol was very scarce. And Raquel at los liros the hostess was extremely rude and had worst attitude for being a hostess. Arguing with people and puffing in there faces. Even tried to make her smile and got a mad eye roll. The amount of tables vacant at restaurants we were able to book over our 10 day stay shows that staff were scarce making it harder on the ones working and the customers eating. Overall enjoyed the pool and seeing some of our friends but probably will not be returning unfortunately. We really have enjoyed this resort in the past just sad its gone downhill like it has.
Stayed 8 nights in Jan 2024
Response from Sandos Caracol on Feb 2, 2024
We are very sorry for not having met your expectations, we will follow up on each comment with the areas involved in order to grow as a hotel and provide better service.

2/10 Terrible

Helen

Travelled with partner
Disliked: Staff & service, property conditions & facilities
Stayed 6 nights in Jan 2024
Response from Sandos Caracol on Feb 2, 2024
We are very sorry for not having met your expectations, we will follow up on each comment with the areas involved in order to grow as a hotel and provide better service.

2/10 Terrible

Nicholas

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Sandos Caracol on Feb 2, 2024
We are very sorry for not having met your expectations, all comments are of utmost importance as they help us grow and strengthen different areas.

4/10 Poor

David

Stayed 5 nights in Dec 2023
Response from Sandos Caracol on Feb 2, 2024
We are very sorry for not having met your expectations, all comments are of utmost importance as they help us grow and strengthen different areas.

8/10 Good

josh

Liked: Cleanliness, property conditions & facilities
Stayed 7 nights in Dec 2023
Response from Sandos Caracol on Feb 2, 2024
Agradecemos el tiempo que dedico a dar su puntuación y saber que cumplimos con sus espectativas. Gracias por su elección en Sandos Caracol.

10/10 Excellent

Cesar

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved everything with the only one exception I was expecting a nice beach area and that was not the case
Stayed 5 nights in Dec 2023
Response from Sandos Caracol on Feb 2, 2024
We appreciate the time we spent giving your comments and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

2/10 Terrible

shawn

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Dirty rooms, no bottled water, they had a big office style water thing in the room that was broken. With the air conditioner on at full blast we were still sweating. The worst of all this is when we asked for help after a full day of traveling THEY DID NOTHING. We left after 24 hours of an 8 day paid stay. The blackmailed us to sign a form stating I wouldn’t review the property in order to get a refund. (Dirty play boys) then after all that they never gave us the refund. - if they dare refute any of this I will post pics, email conversations, and the “contract” they made us sign and never honored. Proving every word I have stated.
Response from Sandos Caracol on Feb 2, 2024
Thank you for sharing your experience and we apologize for the inconveniences we presented and rest assured that each point will be followed up so that it does not happen again with the areas involved.

8/10 Good

Robert, Olathe

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 6 nights in Dec 2023
Response from Sandos Caracol on Feb 2, 2024
We appreciate the time we took to give your rating and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

8/10 Good

Jean K, RICHMOND

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Stayed 3 nights in Oct 2023
Response from Sandos Caracol on Feb 2, 2024
We appreciate the time we took to give your rating and we know that we met your expectations. Thank you for your choice at Sandos Caracol.

6/10 Okay

Maria

Travelled with partner
Disliked: Staff & service
Lighting in the room was not good. The buffet needed more variety of food and maybe adding two lines so you don’t have to wait half an hour in line and the food needs lots of improving.
Stayed 6 nights in Dec 2023
Response from Sandos Caracol on Feb 2, 2024
Thank you for giving us your comments, as they are of utmost importance to us and to be able to provide us with better service.

4/10 Poor

Claude Lawrence Hayes

Travelled with partner
Disliked: Amenities, property conditions & facilities
As usual the property was nice but none rocky access into the ocean, some sand beach. Never had issues with bug bits before in 24 years of going to Riviera Maya area, this place I had 20 bug bits! when it rained at night ALL of the 5 restaurant that we went to the roofs leaked 4 of them leaded really bad. We had salmon one night it was the only meal that tasted good but it was not hot just warm. Bacon was rationed . The buffet was terrible. The service at all the restaurants / bars was poor at best. The indoor theater roof , Sports Bar area roof ,Lobby bar/Check in area roofs leaked . We were in the adults only section and there is no swim up bar at the pool and the Bar person was mostly missing, poor service.
Stayed 10 nights in Nov 2023
Response from Sandos Caracol on Dec 4, 2023
We appreciate the time you took to give us your comments and we deeply regret the inconveniences you had, we will follow up on each comment, as they help us to strengthen different areas and to provide a good service.

10/10 Excellent

Carwain

Stayed 5 nights in Sep 2023
Response from Sandos Caracol on Nov 27, 2023
We appreciate the time you took to give us your rating and know that we met your expectations. Thank you for choosing Sandos Caracol.

8/10 Good

Joseph

Travelled with family
Liked: Cleanliness, staff & service, amenities
A little rough around the edges. Some moldy areas and building construction / renovation going on. Tip: walk around and see where they are working before you choose your room. The rooms are showing their age a bit - most of staff are very friendly.
Stayed 3 nights in Nov 2023
Response from Sandos Caracol on Nov 23, 2023
Dear Joseph. We greatly appreciate your comments and are working to improve and renovate the hotel, all comments are of utmost importance for our focus on improvements. Thank you for choosing Sandos Caracol.

2/10 Terrible

Julie A

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
I will never stay here again. The only way to eat other than the buffet was to make reservations through the app and the app was not working and staff wouldn't help make reservations.I was there two weeks and did get one. But had to eat at the buffet which was not good. I complained about reservations but they didn't seem to care. Was the worst. This was my second stay here, I wanted to give this property a second chance, the first time was during COVID and thought it would be better. Boy was I wrong. I wouldn't recommend this property. And not much beach left.
Stayed 14 nights in Nov 2023
Response from Sandos Caracol on Nov 20, 2023
We are very grateful to receive your comments, as they are of utmost importance to improve or reinforce different areas. We will follow up on your comments.

6/10 Okay

Melinda Beth

Liked: Cleanliness
Stayed 5 nights in Nov 2023
Response from Sandos Caracol on Nov 20, 2023
Estimada Melinda. Agradecemos el tiempo que dedico a dar su puntuación y lamentamos no haber cumplido con sus espectativas.

6/10 Okay

Sandra

Travelled with family
Liked: Cleanliness
The property is run down. There is only one cenote you can get into as the others are full of bugs and not clean. The water being stuck everywhere causes lots of bugs and mosquitoes. Needs to be cleaned. Service in the restaurants are not great. Waiters are not very friendly. They seem to be bothered when you ask for items or they don’t bring them.
Stayed 8 nights in Sep 2023
Response from Sandos Caracol on Sep 16, 2023
Dear Sandra. First of all, we very much appreciate the time you take to give your comments, we will follow up on each one of them, since all comments are of utmost importance.

10/10 Excellent

Sonya

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The best !
Stayed 7 nights in Aug 2023
Response from Sandos Caracol on Aug 19, 2023
For Sandos Caracol, satisfaction is very important and we are pleased to know that we achieved it during your stay. Thank you for your choice in us.

6/10 Okay

Maria Dolores Rodriguez de los

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
To much noise for the construction and not enough information about things we allow to do
Stayed 6 nights in Aug 2023
Response from Sandos Caracol on Aug 19, 2023
Thank you for giving your opinion, I inform you that before making any renewal, the agencies are notified in advance, at the time of check-in they are explained that they must use the application, where the activities and schedules come from. We also have a concierge where they can help you for information.

8/10 Good

Fransheska

Travelled with partner
Liked: Amenities
Resort is huge, lots of stuffs to do, food needs improvement, they need a different system to make reservations to the restaurants, some staff members needed more training on customer service.
Stayed 4 nights in Jul 2023
Response from Sandos Caracol on Aug 2, 2023
Dear Fransheska. We greatly appreciate your feedback and rest assured that we will follow up on each point. We will provide training to reinforce customer service, since your satisfaction is very important to Sandos Caracol.

8/10 Good

Kristopher lee

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Jul 2023
Response from Sandos Caracol on Aug 5, 2023
Thank you for spending your time to give your score, for us the satisfaction of the guests is very important. We hope to host you again in the future. Thank you for choosing Sandos Caracol.

8/10 Good

Olha

Stayed 9 nights in Jul 2023
Response from Sandos Caracol on Aug 14, 2023
We appreciate the time we spend giving your opinion and knowing that we have met your expectations. Thank you for choosing Sandos Caracol.

6/10 Okay

Liudmyla

Travelled with partner
Liked: Cleanliness, property conditions & facilities
The resort itself is nice. Very tropical with a lot of animals around the property. The rooms are a bit outdated but I liked the penthouse room with jacuzzi. All the restaurants require a reservation for lunch and dinner which you have to make through an app. The app was malfunctioning so it was very difficult to make reservations and the staff was not willing to help until I asked to speak with a manager and only then was assisted. The very huge downside for me was the beach. The beach is very rocky so it was literally impossible to safely get into the water without scratching your legs. I wish this was disclosed initially. There were a lot of people selling stuff and walking through the beach. Overall I would come back here if not considering the beach, because of the rocky beach I wouldn’t recommend coming here especially with kids.
Stayed 7 nights in Jul 2023
Response from Sandos Caracol on Jul 22, 2023
Thank you very much for your comments, the hotel is something wonderful with so much nature, if the application does not work at that moment, you should go to the concierge who can help you with your reservation, about the beach we are in front of a wonderful reef, which can be accessed, however this is a natural resource that we cannot alter since we constantly work on caring for our environment. This does not mean that we neglect the area, since we are constantly working on its cleaning and care.

6/10 Okay

Elizabeth

Travelled with group
Disliked: Staff & service
We were pretty disappointed with the service and food options at this resort. Reservations were difficult to make at the restaurants and the buffet food was subpar. Service for drinks at the pools stopped at 5 pm and was so sporadic that we started ordering two drinks at a time when we would see the staff. The resort itself is very tropical and beautiful vegetation all around and coati, monkeys, cats, and raccoons. The room was comfortable but the shower was a bit small.
Stayed 4 nights in Jul 2023
Response from Sandos Caracol on Jul 17, 2023
We appreciate your comments and tell you that if we cannot make a reservation, we have a concierge who helped you make a reservation at any restaurant, we will follow up on the service provided to train the staff. All comments are important to us.

10/10 Excellent

IRINA

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was beautiful the staff and the animals are amazing just need to work with the food more variety and not to be close at 11pm is all includied and you are expecting food or snack any time The rest is amazing I definitely come back
Response from Sandos Caracol on Jul 1, 2023
Dear Irina. We are delighted to know that you enjoyed our services and facilities; makes us feel very proud of our hotel and collaborators, who make everything possible. Also thank you for your constructive comments, which help us to improve and offer a better service to our guests.

2/10 Terrible

Rebecca

Travelled with family, Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
Services was terrible as far as the concierge, no one ever told us about the property, we found out the majority of the information from other guests. The thing they were interested in was selling us time share! Do not recommend this property at all. Restaurant service was very slow as well. Staff in the restaurants were also rude
Stayed 5 nights in Jun 2023
Response from Sandos Caracol on Jun 27, 2023
Dear Rebecca. Thank you for sending us your comments. Likewise, we would like to apologize for not having met your expectations. Normally, we strive for our clients so that they have an unforgettable experience. We assure you that your opinion is very important to improve some of our areas and to be able to provide a first class service to our future guests.

8/10 Good

Donna Marie, Mason City

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The swim up bar is at the family pool, not the adult only pool and the adult only pool closes at 10pm. Only stock the fridge every other day.
Stayed 4 nights in Jun 2023
Response from Sandos Caracol on Jun 27, 2023
Dear Donna. We are sorry for the inconveniences presented during your stay, all the comments of our guests are of the utmost importance to us as they help us to continuously improve, it is a pity that we did not have knowledge of your comments during the time of your stay.

2/10 Terrible

Mark

Travelled with family
Disliked: Staff & service, property conditions & facilities
The older guy who checked us in at the select club was terrible and seems like he doesn’t know his job at all. Never activated our room bracelets, failed to check us in properly and then intentionally held us up six days later during check out and had us almost miss our flights. Between the pushy time share sales people at the front and our horrible check in and out and the old dated rooms this is a zero star for me! Don’t waste your time or money here! And good luck if you do!
Stayed 5 nights in Jun 2023
Response from Sandos Caracol on Jun 23, 2023
Thank you very much for sending us your comments, we apologize if your experience at Sandos Caracol did not meet your expectations, our main objective is to ensure that our guests conclude their stay with unforgettable memories and unique experiences. We are very sorry that we were not able to achieve this with you.

2/10 Terrible

Bertha

Disliked: Staff & service, property conditions & facilities
The service was horrible! Never coming back!
Stayed 3 nights in Jun 2023
Response from Sandos Caracol on Jun 13, 2023
We are very saddened to read your review, We never like to read such comments however we appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. We have carefully noted each point you raised and would like to apologize for the experience which left you with dissatisfaction.

10/10 Excellent

Simon

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice place to relax. Super friendly staff.
Stayed 4 nights in May 2023
Response from Sandos Caracol on May 30, 2023
We are pleased to know that you enjoyed Hotel Sandos Caracol and to recognize the work of the staff who strive every day to give their best.

10/10 Excellent

Denise Binette, Winston-Salem

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
We thoroughly enjoyed our stay. It was very relaxing and the staff was outstanding. I read reviews and was concerned about the dining options, but we found Los Lirios, Brazil and La Toscana to be very good. The conceierge helped us make reservations. The beach was not as I had hoped but the views were spectacular. Be prepared to walk! It is quite spread out but there is so much to explore, the wild animals were the best part. Our room was awesome and it overlooked the jungle which enhanced the whole experience. We had a hot tub on the patio but it was not working so it defeated the purpose of getting that room but we still spent time on the terrace enjoying the birds. There was construction going on the whole time which was annoying but we could not hear it in the room. We spent most of the time at the adult only pool which was great and the drinks kept coming! We would definitely visit again. If you are not planning to buy a time share do yourself a favor and be firm when you say no. A great first time trip to Mexico and we look forward to going back.
Response from Sandos Caracol on May 26, 2023
We thank you for your trust despite some comments, we are gratified to know that you enjoy the hotel and the gastronomy of the restaurants, on the beach it is a natural phenomenon, which we cannot do anything about. We will be waiting for you.

10/10 Excellent

Ana

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The property was breathtaking!
Stayed 5 nights in May 2023
Response from Sandos Caracol on May 25, 2023
We are pleased to know that you enjoy the hotel, everything we offer to you. Thanks for giving your opinion.

4/10 Poor

Jesus

Travelled with partner
Liked: Cleanliness, staff & service
My review of the resort: Upon arrival, I was filled with anticipation as the resort appeared beautiful and perfect for a nature retreat. I reserved the adults-only "select club" for my wife and I to celebrate our anniversary in a serene environment. Unfortunately, our experience fell short of our expectations as we encountered a number of inconveniences. While the food was decent, obtaining adult beverages was only possible in the general area and until midnight. Moreover, the pool designated for adults closed early at 8 PM, and no alcoholic beverages were available after that time in the adult-only section. Essentially, after 8 PM, the adults' area was closed except for sleeping, and we were forced to spend our evenings in the general area with families and children. To add to our disappointment, room service was not reliable, with only one of the three times we ordered being fulfilled in a timely manner and arriving cold. The theatre events were also not that great, with long wait times, telling us events started at X time but didn’t, causing disinterested crowds. Despite my best efforts to love/enjoy the resort, I found myself disappointed and questioning the value of the thousands of dollars spent on our anniversary trip. My star rating for the resort plummeted each day of our stay. Upon arrival, you are met with an employee who will walk you around and try to talk you into joining their elite club. Based on how my stay was, I’m glad I didn’t follow through with it. As a
Response from Sandos Caracol on May 24, 2023
Thank you very much for sending us your comments, we apologize if your experience at Sandos Caracol was not up to your expectations, our main goal as hotel professionals is to make our guests conclude their stay with unforgettable memories and unique experiences. We are very sorry for not having been able to achieve this with you. We reiterate our sincere apologies for the inconvenience caused during your stay, we hope you can give us a second opportunity to demonstrate the quality of service that characterizes us.

10/10 Excellent

Scott

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
property was like being in a jungle. many dining options to choice from adults only section was great
Stayed 7 nights in May 2023
Response from Sandos Caracol on May 15, 2023
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.

10/10 Excellent

Barbara

Travelled with family
Liked: Cleanliness, staff & service
Stayed 5 nights in May 2023
Response from Sandos Caracol on May 16, 2023
Agradecemos mucho su puntuación, para Sandos Caracol nos alegra saber que disfruto de las instalaciones y actividades que les brindamos. Los estaremos esperando.

10/10 Excellent

Amy Patricia

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
So many fun activities to choose from
Stayed 8 nights in Apr 2023
Response from Sandos Caracol on May 8, 2023
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.

8/10 Good

Heidi, Weare

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Second time visiting. Beautiful, clean property and very friendly staff. Food has gone downhill in 6yrs, maybe because of Covid. The Mexican buffet is great and the Brazil restaurant (Adults only).
Stayed 7 nights in Apr 2023
Response from Sandos Caracol on May 3, 2023
We are glad to have read that you really enjoyed your stay with us as every year and that you were pleased with our service, for us it is very important to meet the expectations of our guests and comments like yours motivate us constantly to do our best to maintain the quality of the service we provide and to improve every day.

10/10 Excellent

Adam

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were friendly, personable, and knowledgeable, while the drinks were delicious. No complaints to speak of, see you next time!
Stayed 6 nights in Apr 2023
Response from Sandos Caracol on May 1, 2023
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.

10/10 Excellent

Holly

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing eco resort Food options could be improved especially for vegan vegetarian Overall excellent
Stayed 7 nights in Apr 2023
Response from Sandos Caracol on May 1, 2023
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.

6/10 Okay

anna

Travelled with group
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
my room had a smell in it and it hit you the moment you walked into the room !! I’ll guess because of the trees wetlands lack of sunlight ( I was on the ground floor ) made our room smell moldy, old. The smell clung to all and every one Of the items I had bought with me ! I had to dry clean, wash every single item , air it out then sprayed lysol all over everything I had with me in MY ROOM, but it still smells ! Other then that I give it an A or a 9 rating
Stayed 8 nights in Apr 2023
Response from Sandos Caracol on May 1, 2023
We appreciate your compliments as well as your constructive criticism. We know how important it is our guests opinion to the continuous growth of our hotel, so thank you for that.

8/10 Good

Kristen Eileen

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel needs some minor repairs and updating but from what we experienced is otherwise clean and in good working order. My only real complaint about the room was it needed better lighting in the bathroom. The grounds are beautiful. We stayed at a Sandos in Cabo and loved the property and appreciated their commitment to the environment. It’s part of the reason we booked with them again. You make all your reservations thru their app. Ours wasn’t working at first but we got it sorted out. The food is hit and miss. We really enjoyed the Japanese restaurant, Los Lirios and the Brazilian. A word of warning about the Brazilian - wear bug spray. Mosquitos love us and we were not prepared. We chose to stay in the adult section and we don’t regret it. Our check in was done there, we appreciated the air conditioned space and drinks after travelling. The adult only pool is bigger and tamer than the main pool which is also the only swim up bar. We went one afternoon, we had fun but once was enough. We had no problem getting our own drinks if the server wasn’t around. This is a great resort if you prefer to stay on the property. There’s really no reason for you to leave. There are ruins, cenotes, river cruise, a small zoo-like space, beach, spa, entertainment, water slides, you can even rent bikes. If we were to go back we would bring our kids, otherwise we would choose to go somewhere else as a couple. It’s was a little too big for us, but all-in-all we had a great vacation.
Stayed 5 nights in Apr 2023
Response from Sandos Caracol on Apr 26, 2023
On behalf of the Sandos Caracol family, I thank you for commenting about the experiences lived while in our hotel.