Sandos Caracol Nature Resort & Water Park

Araceli and Antonia in La Laguna are the BEST!!! We would come back just bc of their kindness.

Antonia and Araceli from La Laguna were such a pleasure. Remembering my wife and I plus knowing our drink orders right when we walked in was such a plus! For them to see so many people everyday and still provide top notch service, is a plus to the resort. Keep these ladies happy, and they will keep your guest returning!

​I stayed at Sandos Caracol Eco Resort last week with my family, and the experience was highly unsatisfactory. While the hotel’s natural setting has potential, the service and internal management are severely lacking for the price point. ​Critical issues during our stay: ​Booking Breach: I booked a Penthouse with a separate bedroom back in January. Upon arriving at 9:00 PM, we were given a single-room suite with no privacy. The front desk refused to take responsibility, and we ended up in a lower-category room without any price adjustment. ​Hygiene Issues: We discovered a large number of cockroaches in our room. Although staff came to fumigate immediately, it was a disgusting and unacceptable experience. ​Restaurant & App Management: Their app is merely an information page that fails for bookings. The a-la-carte reservation system is absurd: it only opens at midnight for slots 48 hours in advance, leaving guests without options for the first few nights. Furthermore, it is frustrating to see dozens of empty tables while the system claims there is no availability. ​Poor Service: At the "Los Lirios" restaurant, it took over 60 minutes to serve our order. ​Outdated Technology: The room's TV was a 10-year-old model with no ability to cast from phones or tablets. ​Lack of Resolution: The assistant manager offered a 10% refund for the inconveniences. Despite providing our bank details before checkout, the refund has not been credited three days after our departure. ​The only silver lining: The natural surroundings, green areas, and wildlife are great for children. However, the appalling management completely overshadows the resort's virtues. I do not recommend this hotel.

Beautiful eco hotel, loved the animals and the beach is really nice (sandy beach, blue water)

We stayed at Sandos April 4-11, 2026 and for the most part the stay was good. We are experienced travellers and been going to Mexico for almost 25 years. They have a serious issue with booking a la carte restaurants. I’m not sure why it’s an issue to get a reservation and their suggestion is to wake up at midnight to book it, can you imagine? We even tried that but we were unable to book our 3 a la carte, we only got two. This is unreasonable in my opinion. My wife and I stayed with our family, we were a party of 7 and there was 4 adults trying to book our restaurants at midnight. The Brazilian was amazing, the other was Los Liros. Los Liros was very disappointing, the steak was like shoe leather and we were unable to eat it because it was so tough. One dish was “BBQ ribs which turned out to be just pork with BBQ sauce dumped over it and the baked potatoes we half cooked and hard. The service was good and staff was attentive. The rooms were cleaned daily but our rooms toilet didn't flush very well and we had to have maintenance come to the room to fix it, I think the issue is that it’s so close to sea level and heavy use because it only seemed to happen during high usage like heavy shower times. The beaches in the area have been hit hard the last few hurricanes and are rocky but they are working hard to reclaim sand for the beach. We only had one day of Sargassum and it was out last day but staff was working hard to clean it up. I’m happy to answer any questions you may have.