Sandos Caracol Nature Resort & Water Park

Our experience at Sandos Caracol Eco Resort has been extremely disappointing and fell well below our expectations. We encountered numerous problems throughout our stay . The room was very much in need of a makeover it had black mould present , which was both unpleasant and smelly out clothes were just constantly damp and musty. The shower control handle was broken just fell off in your hand when trying to turn the shower on, the air conditioning was not working, making the room extremely uncomfortable in the heat and didn't help with the humidity in the room. Fridge leaked water, We also had problems with the lock on daughter's room next door and could not get in, as battery flat on lock mechanism causing unnecessary stress and frustration. When showering floods of water in room and just by the apartment raw sewerage overflowing on main access path to apartment. The food quality was very poor and nowhere near the standard we expected from a resort of this size and cost, To make matters worse, we were unable to book into the restaurants, despite queuing at a pointless consiage desk to be told no spay, meaning we couldn't enjoy the dining experience the holiday promised. The combination of black mould, broken facilities, no working air conditioning, problems accessing our room, poor food, and the inability to book restaurants made this a thoroughly disappointing experience. I would certainly not recommend this resort, the only positive was the wildlife.

⭐⭐⭐⭐⭐ An Unforgettable Experience at Sandos Caracol Eco Resort! We recently had the pleasure of celebrating our daughter Jazmin Andrea’s Quinceañera at Sandos Caracol Eco Resort, and we are beyond grateful for the wonderful experience! From the moment we arrived, we were treated with kindness, professionalism, and exceptional hospitality. The entire staff went above and beyond to make us feel welcome and ensure that our family and guests had a memorable experience. We would especially like to recognize Victor, our amazing event coordinator, who was absolutely wonderful throughout the entire process. His dedication, patience, professionalism, and willingness to help with every detail meant so much to our family. Planning such an important celebration away from home can be stressful, but Victor made everything easier and helped us create beautiful memories that we will cherish forever. Even with the unexpected rainy weather on our special day, the team worked hard to make sure our celebration was beautiful and unforgettable. The resort is absolutely gorgeous, surrounded by nature, and provided a magical setting for such an important milestone in our daughter’s life. To Victor and the entire Sandos Caracol team, THANK YOU from the bottom of our hearts! Your kindness, hard work, and outstanding service did not go unnoticed. We returned home with beautiful memories and hearts full of gratitude. We would absolutely recommend Sandos Caracol Eco Resort to anyone looking for a wonderful vacation or a special place to celebrate an unforgettable event. With love and appreciation, Mary Ramírez & Family ❤️

Super hotel, Leo great host. Spent some time with him.. really good.

We had a wonderful stay at the resort overall, and I especially want to give a huge thank-you to Eduardo from Seek & Go for going above and beyond to help us. Eduardo was extremely helpful in assisting us with choosing the right excursions, but what really stood out was how much he helped us when my sister-in-law accidentally forgot her medication for her kidney transplant. This was a very serious and stressful situation for our family, and Eduardo truly became our lifesaver. He went out of his way to help us figure out how to get the medication. Without his help, we were seriously considering booking a flight for my sister-in-law to return to the U.S. just to get her medication. Unfortunately, we were disappointed with the assistance we received from the concierge. We asked for help, and although they told us they would contact a pharmacy and update us, we never received any follow-up, even after 2–3 days. It felt like they were already overwhelmed and too busy assisting other guests. In a situation as urgent as ours, we really expected more effort and communication from the concierge team. The lack of follow-up was a major disappointment. That said, aside from this experience, we enjoyed our stay. The food was delicious, our room was clean and comfortable, and there were plenty of activities to enjoy at the resort. Overall, we had a good experience, but Eduardo deserves special recognition for his kindness, effort, and genuine willingness to help. His assistance made a huge difference for our family during a very stressful situation. Thank you so much, Eduardo!

Great tacos at the tacos spot, spoke with the manager David and was served Yvette! Very good and very friendly!