Wish you were here?
LocationRiviera Maya - Beach
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 rating20772 reviews
We stayed 8 nights at Sandos Caracol. I would definitely come back. The service from all employees was fantastic and everyone went out of their way to make our stay enjoyable. The food at the al a carte restaurants was very good. We only ate at the buffet once. It was not that great but we don’t enjoy buffets especially during COVID where everyone touches the same food handles. The shows were fairly good and entertaining especially Lady GAGA.
Diana Palomino which works with Sandos Wedding has a great sense and level of professionalism. She totally understood our necessity and limited budget. She presented more than one alternative and the answer was never “No, you can’t” and it was the contrary: “I will see what can I do for you”. And the result was more than we ever expected!!!!! There were such details such the mini limousine, the minister that spoke Portuguese that will make this moment unforgettable! Our family love it and our friends and family that couldn’t be there but also could enjoy trough social midia and we’re amazed as well
I spent a week here a few years ago and enjoyed a great time with the many available activities, good food, service etc. While I know of, and have visited, other hotels in the area with much better beaches (storms have removed most of theirs), I chose Sandos because of available activities for my young granddaughters. Our group (10) used 4 rooms. Reservations were easy. Check-In was a little slow, but as we checked in after 3pm, went smoothly. Customer service went bad after this. Facility needs continued clean up from recent storms: downed trees, trash on trails, rooms with leaks, etc. Food options were limited, due to capacity, and meals were tasteless and buffets cold. Some restaurants are closed. Some open only certain nights. Concierge service arranged dinner reservations, but did not inform us of menu changes 2 of 3 nights, which caused us to eat at the buffet on two special occasions (a birthday and anniversary). One room had to be changed due to a large area of water on the floor. We had to argue with a supervisor to make this happen. Note to the GM: I live in Playa del Carmen, but use local hotels often. I won’t be back here anytime soon.
Money is Better Spent Elsewhere
For my parents' 40th wedding anniversary they flew the entire family out to Playa and got 4 rooms at the Sandos Caracol for us. They thought with the various activities included on the resort plus the safe food options (there are some VERY picky eaters in my family) that this would be a good choice. Maybe 5 years ago. The summary of this review is that, with so many other all-inclusive options up and down the Riveria Maya, you are much better off staying practically anywhere else. I've stayed at many all-inclusives in my life, and this is lowest on my list. I'll start with the pros. There are a few unique activities here you can do, like see the wildlife that lives in the resort itself through its various nature paths and areas, or swim in a cenote. There's a water park with some fun slides for all ages. And some of the service is really fantastic. I'll specifically mention 3 people that made our stay memorable. Roderi, one of the bartenders, was fantastic to our whole family every time he was there, and was very good about encouraging guests to be safe. Amisoel was our waiter at Los Lirios and handled the pickier family members wonderfully and made the anniversary dinner for my parents a great night. And Monica, our teppanyaki chef, was a delight and made some delicious food. For the cons, there are so many to list but I will keep it short. The food in most of the places is very bland with a big lack of variety. Some of the servers are not very good, including one at the buffet we saw sticking his fingers into beverages before serving them. The resort is not very clean and they do a poor job of cleaning the rooms. The guest service desk was bad at answering questions and had to be reminded 2-3 times to get us things we already needed. One of our rooms experienced flooding after rain the first night, and the resort was dismissive about moving them until we kept on them about it. Hot water was inconsistent in some of the rooms our group had. We made reservations for Los Lirios, but was not informed that the menu would be a special menu on the night of our reservation, which forced us to move to the buffet when we were supposed to eat there due to problems with the special menu. On another night, when we had a reservation for the Italian restaurant, we were informed only after sitting down that the menu would be for the Mediterranean restaurant instead, another no-go for our pickier members. These are the kinds of things that should be mentioned when making a reservation. The included bike path has a large section unusable due to fallen trees and garbage that have been there for who knows how long. With this resort, it was one thing after another. There are so many other options in the area. Do yourself a favor, and pick one of those instead.
My family (3 generations) visited between Christmas and New Years. The hotel was great. Clean and staff wore masks as well as all guests when in restaurant and buffet. Upon arrival we were approached to make our reservations for dinner. We weren’t offered anything on day of arrival so ate at buffet. It had a variety of food that was pretty decent. We also ate breakfast at buffet every day. Food changed some Daily but the main dishes were consistent. Beach was amazing. Good sand and lots of beach chairs. There was always chairs available. The water, however, was rocky. Water shoes are a must. We went in once. That was enough. Not much to see. However, the locals inundate you with sales. Massage, temp tattoos, hair braid, etc over and over and over and over and over..... We didn’t do any shows because our dinner reservations interfered. But New Years was good. We didn’t stay for the whole thing as there were lots of people there. I purchased a custom item from the weaver on site. Never received the object. However, management (Federico) was very helpful and refunded my money. Just a note. Don’t pay prior to getting. I should have known better. The resort is amazing. They offer guided tours and walks thru the ruins. That was amazing. One of best parts. There were monkeys in the trees everywhere and by unit 19 a resident toucan. Lots of wildlife The water park was good for the kids. Not very big but big enough for a few hours of fun daily. We enjoyed our week and would return given the opportunity.