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Hotel overview
Location
Riviera Maya - BeachProperty information
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Hotel details
Hotel advisories
General policies & fine print
Hotel requires a debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Hotel Spring Break Policy - Spring breakers are not allowed. Minimum check-in age is 21.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
26454 reviews
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Jul 13, 2025Mexican 2025
The sports and entertainment team Marlon and SUH. and the rest of the team are amazing and I would recommend going to the main pool and beach because you will have the best time. The fun and laughter that we have had made the holiday.
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Jul 12, 2025
Braids well done
I came to get my hair done here at Sandos and Rebeca from spa was very nice ! She did my braids very good. She's a very nice lady! Everything was great
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Jul 07, 2025Nightmare
Nightmare. Never been to a more disorganized resort. After being told x2 our room would be ready and if not by 3 they would switch our room, we arrive and maintenance is painting the room. The room was nice, but paint everywhere (specks of it) and no idea what walls were wet. Only water is warm filtered in the room (asked for ice - nowhere to be found). The staff was nice, but the resort is large and wide spread without golf carts at the ready for transportation (only at arrival). Not to mention our mini fridge was empty and bellboy made sure to have them come Fill and was embarrassed about the workers still being there and the fridge being empty. The only places to eat for breakfast and lunch are the same daily ( a buffet with essentially the same items and a taco shack - good quality quite questionable at buffet). You only get 3 reservations for specialized restaurants and it is about impossible to get them (every all inclusive I have ever stayed at is a reservation per evening minimum). Before we could get to our room and eat they say th ey will Give you a explanation of the layout - FALSE this is there sales pitch before you have even set foot into the resort and we said no multiple times and they kept pushing. We were starving as this was 1:30 at this point and kept saying we just wanted to eat first and discuss later. After all this disaster went to a show that was suppose to be a “fire show” however 25 minutes into the show no fire - we left my kids were exhausted and laughing because it was so cheesy. We went down first thing next day to discuss leaving with manager. Night manager said we could pack up and leave with a refund, but said he didn’t know how and would have to wait for daytime manager who would be in at 7 am, get down there at 7:30/7:45 and am told have to wait for reservations to be in which would be another hour (we had pack up up everything had luggage and children in tow) my husband said we were not waiting to he hour and they could call us and communicate with us to refund. Emailed who they said, filled out all paperwork required and have still never heard from one person. Contacted their reservation line was told to send email To different employee, still no communication. Not one person followed up so we had to file complaint with credit card company (thank god we paid with a card). Do not recommend
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Jul 06, 2025
Injury on Property Nightmare
We had a horrific experience at Sandos Caracol.6/6/25 my husband slipped on wet tiled stairs. He broke 1 toe and dislocated/ fractured the other. They sent us to a hospital that wanted to charge us $4k and how we knew it was a scam was that they were so desperate they came down to $2.5k Sandos did absolutely nothing to help us. We were moved from our penthouse suite to a smaller ground floor with no reimbursement and no solution. The next day that small room flooded. Water was pouring down from the ceiling on my wedding gown! Yes my wedding was to be held at the resort! Sandos again did not offer any solutions for this inconvenience. Infact the entire time they tried having us sign a liability waiver! After having to get a member of my wedding party involved and advocate for us we got into our third and final room away from the flood. We have been in contact with Gustavo their director but it’s been several weeks now and he has completely ghosted us. We are hoping that they filed a claim with their insurance. So here I am writing this review. My wedding guests complained of backed up toilets and slippery stairs. Zero solutions offered by staff. Don’t stay at SANDOS CARACOL !
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Jul 06, 2025
Overall a 5, but areas for improvement
Overall this resort is wonderful, the things that set it apart should be weighted higher than 5 so that the areas where the resort comes a little short doesn’t detract from the excellence of the entire experience. Location: Not far from Playa Del Carmen, convenient to airport and you drive by a beautiful golf course on the way in. Check in: Smooth and relatively quick Grounds: This is really where this place shines. You could spend a week here and still miss little hidden gems. The landscaped areas are nice but it’s the actual jungle throughout the resort that makes it special. Wild animals and plants make this a very unique experience. The cenotes scattered all over the resort make for wonderful little side trips. The ruins are pretty impressive (although much smaller than Tulum or Chichen Itza). The bridges, paths and ponds are really cool to explore on their own regardless of the destination. The Jade River is pretty and different than anything else you will find outside of Xcaret. Aqua Park: will keep kids of all ages entertained for hours, my son and his friends have been to every water park on East Coast and they even spent a few hours here each day. Food: This is the only somewhat weak spot. The food is very good! However there are smaller buffets than other resorts. This smaller space and an intentional clientele results in some choices that might not be your thing. But the food is hot, fresh and when you do find something you like, it’s tasty. Service: friendly, efficient and will go out of their way at every opportunity. Karla really personified this quality. Day after day she went above and beyond. The housekeeping was always doing its job without ever being seen. The food staff was great and kept everything clean, drinks filled and dishes removed.