Sandos Caracol Nature Resort & Water Park

We are still at the resort, so I’ll leave a full review once we’re home, but I just had to mention this. As a mum travelling with a 12 and 13 year old, we have been so impressed with the resort so far — the rooms, food, facilities and everything else have all been fantastic. Unfortunately, at 3am this morning my son woke up with a very high fever and an incredibly painful ear. After calling reception, a lovely doctor came straight to our room. She spoke excellent English and arrived with various medications with her, not knowing exactly what he would need until she had examined him. As suspected, he has an ear infection (we were in the water most of the day yesterday at Xel Ha) she prescribed antibiotics straight away. She also provided all the necessary paperwork for our insurance, which was incredibly helpful. He’ll be seen again in a few days at the resort clinic to make sure everything is improving. Honestly, fantastic service; especially when you’re away from home and have a poorly child in the middle of the night. He is currently snoring peacefully away after plenty of pain relief and his first dose of antibiotics, so fingers crossed he’s now on the road to recovery. ❤️ Huge thanks to the doctor and the resort team for making what could have been a very stressful night so much easier.

We've had a wonderful two weeks holiday in Sandos Caracol for the second time; and we can't express enough how professional ,helpful and friendly the staff are specially Yensi, the night manager; Sebastian, a member of animation team; Guillermo, the fruit bar staff; Jessica, the bike tour guide; Ruby, the water park supervisor; Arthur,the hotel taxi driver; the bell boys, our room cleaners and hundreds of other personnels that we don't know their names, unfortunately. There is a big choice of food in La Laguna buffet as well as four fantastic a la carte restaurants . They go out of their way to make your stay very pleasant and unforgettable . If you think Mexico Sandos Caracol eco resort is where you want to stay. Highly recommend!

Far from 4 star!! Pools are filthy never cleaned plasters dead insects and yellow grunge floating in all the pools .when we stayed only half the restaurants were open with limited menus not what we were sold cenotes the jade river also closed really poor hygiene round the resort used plates and cups left outside the rooms for days were cleaners haven't took them away ripped open bin bags round the resort from wildlife just left in communal areas the food we had was really good and the drinks were the best ive had at an all inclusive.the staff are pleasant just very slow and seem reluctant to deal with any issues or complaints you have and the lobby wait to get to your room is terrible aswell after a 11 hour flight 90 minute transfer the last thing you need is to stand in a queue of 4 families btw for over an hour for a room key all in all the place isnt what's advertised and definitely not worth the price or the star rating.

We visited as a family. Myself, husband, 3 sons (22, 20 and 16) and respective girlfriends. We booked through TUI. This is a beautiful resort. The landscaping is gorgeous and it is well laid out with the restaurants together. We tended to stay at the quiet end of the main pool and never had an issue with sunbeds but we went earlier in the day before it got too hot. The wildlife is fabulous to watch but so many people didn’t follow the rules and were feeding the animals. I also loved the fact that smoking is only in a few designated areas. Although we booked as a group our eldest sons and their girlfriends were allocated to the Select Club (adults only) section. This was incredibly disappointing and wasn’t clear from the booking. However generally wasn’t an issue and everyone had their own space. Our room was large and spacious with a gorgeous balcony on the first floor perfect for monkey watching. However it was often too hot to sit out. Our room was also newer than the Select club with a larger balcony. The cenote opened whilst we were there and my husband and sons enjoyed a swim. I believe the hotel was only at around 50% capacity but we still found the best way to book à la carte rooms was either at midnight (if for all of us) or early when we first woke up around 7 or 8 if we weren’t too fussy. Sadly not all of the à la carte restaurants were open and we were so disappointed that the Mexican was closed. I really felt that there was a lack of authentic Mexican food. The Teppanyaki restaurant was incredible although boiling hot and the steak house fabulous too. Queues for the buffet got long but we tended not to eat at peak times. We booked a private boat trip which was fantasic as we had the reef to ourselves and Maria the turtle showed up to swim with us for ages we even got to fish! However the sargassum by the beach that we had to wade through to get to the boat was awful and stank. Staff spend all day trying to clear it. The staff work incredibly hard and are cheerful, polite and friendly. The ladies carrying drinks around the pool all day deserve a medal! All in all we had a fabulous holiday. I imagine with the hotel full the pools and restaurants would be incredibly busy. Food was good there was always something to choose but can get repetitive in the main buffet as any all inclusive. Drinks were plentiful and lots of choice. Would definitely recommend!

We stayed in Cancun 3 days before and 2 days here.. the service here was 1000 times better...the people were great. Arianet and Yensi were top class. Yensi treated us like Kings and Queens. Made sure we had an all amenities, extra pillows, quick service.. we will keep coming back!! ⭐️⭐️⭐️⭐️⭐️⭐️