Sandos Caracol Nature Resort & Water Park

Well what can I say, I emailed months ago and asked about biege food, chicken nuggets, chips ect. I was assured that there is a children's menu on offer. 1st night chips and bread, 2nd night no chips no nuggets and I spoke to the restaurant manager, he was no help whatsoever the food changes everynight. Very disappointed. Completed google translate and the young lady was so helpful, she helped me download an app and we had to order Mcdonalds. We based our holiday around this hotel with what it had to offer. Please please stay away if you have children that are funny around food.

Stayed at Sandos between the 5th and 19th July . First time back in Mexico in 15 years, this time with a family of 5. Was originally a bit worried about the booking as received 2 separate emails, first saying the main restaurant Laguna was closed and the second the on site cenotes were closed, one of the reasons we booked. All turned out to be fine, as they used the Mexican restaurant and the Italian as the buffets. We loved the style of the Mexican restaurant. After a few days they opened up Laguna and the cenotes were also opened. During the final few days the resort really seemed to get a lot busier, perhaps with North America holiday starting. We are early risers but there was quite a line around 9am for breakfast, so they should have mitigated this by opening another option. The booking app for restaurants is absolutely miserable, you shouldn't expect to have guests wait till midnight to rush for booking a restaurant, this should be switched to midday and it would work equally effectively. Slides were fun, fresh juices at the pool were great and the waiter service was a good touch. The resort is really nicely laid out with lovely facilities and natural backdrops and full of animals. Resort needs to be mindful of the beach sellers as was offered drugs on occasion by the man selling wares near the showers, and there were monkeys and parrots on leashes that were walked by the resort for photographs. This is not in fitting with the eco-image of the resort, but appreciate the beach is a right of way for the public in Mexico. Additionally the taxi booking service in this resort seems to be a bit of a scam, and like all hotels organising any trips from here you would pay a significant mark up to what is the real price. The prices are fixed and ~double the going rate. Taxis from outside also seem to have a bit of a hard time getting into the resort for pick ups. Would advise you get yourself some numbers of taxi drivers via the local channels and you can order these for picks up tours - for example went to Coba and hired a driver for the full day for ~3000 pesos for a 7 seater car.

We stayed July 9 - 15 for a wedding at this resort. The staff is friendly during our stay, attentive, and overall accommodating. The Check-in and check-out was fast and efficient. I would give a shout out to the Concierge for helping out and booking restaurant reservations for us. I would say the food overall is a B - B+. The buffet was mid, the best Restaurants in my opinion were the Hibachi, followed by the Steak House and for Breakfast I would hit up the Brazilian spot. Tip - Download the app to book the restaurants ASAP, they tend to fill up fast. After midnight they tend to open up spots. As for property, needs some work and better maintenance. One of the challenges is to repair but in order to do that you have to shut down certain areas. For example the Adult pool was dirty and broken tiles. The pool can be better maintained with someone skimming more often but shutting down the pool would be tough. I would not stay here again. If you get a good deal on a price then go ahead. I had to switch rooms because the original one I booked the door would not close and seal properly.

Laguna is an amazing restaurant. Good people, good food. Especially the steak flan. David is an amazing host and very nice. That also can be said about the servers and chefs. U should definitely visit

Laguna very well attended staff outstanding service to include it’s manager David that provided a little history of the resort