Sandos Caracol Nature Resort & Water Park

Great service from Arturo and Adriana they really looked after us. Much appreciated.

We thought out 14 night stay here was great we loved all the wildlife and how friendly staff were. The hotel grounds were vast and amazingly well kept. We were sad that on our 3rd day that the main (laguna buffet) closed for renovations. We understand this needs to be done of course but the first few nights were chaotic. The booking system for the a la cartes is rubbish and the two restaurants they opened as the walk in buffets in place of the Laguna (Mascaras & Toscana) the first few nights you were turning up and they were turning you away which was very odd as you could literally see through the window and the restaurant was half empty so we weren't sure what was happening there? After a few nights this did get better and the distribution between the walk in buffets was better. The sand is lovely on the beach but sea was a little disappointing. Not due to seaweed or stones as this is unavoidable nature.but the wall put in to slow the seaweed meant that you only could go waist deep. All in all this hotel is great and we did enjoy out time there.

The service at the Aquapark was amazing. Grecia brought our food directly to our sun loungers and was incredibly attentive, friendly, and helpful throughout the day.

Toscana restarauant has the best service! Araceli and David the manager have the best service! Always go above and beyond. I remember David from los Cabo’s he is an amazing chef!

I am writing to express my extreme dissatisfaction with a serious security and privacy breach involving the taxi service provided by the hotel on April 14. During the transfer to the Playa del Carmen Ferry Terminal, I observed the driver communicating via WhatsApp with third parties about our arrival. Upon exiting the vehicle, we were immediately intercepted and specifically targeted by a representative from Batsy/Zundy Tours to sell a tour. This collusion between the hotel’s designated transport and street touts is unacceptable, compromising the safety and privacy of guests. This coordination resulted in us being pressured into a snorkeling tour that cost over 6,000 Pesos. The tour itself was substandard, involving a boat in poor condition and rude staff. This predatory practice is unacceptable for an establishment that claims to be a luxury hotel. I sent two emails and they don't even bother to reply. I wouldn't stay in this hotel