I visited this resort with my family (children are 10 and 15). They had a lot of fun. Our room was clean, good size and with AC. Staff were usually friendly and willing to help. The night entertainment was always fun and we got to visit two a la carte restaurants and we liked them. There are a few things that need improvement: there were some guests by the main pool who were loud and very drunk at around noon (I won't go into details about things they did). Nobody did anything about this. We went to another pool and, even though things were better, several groups of people were playing their own music with loudspeakers. Some of the activities have very limited capacity. Swimming in the cenote was particularly a bad experience. We waited for one hour until it was our turn and then, after only five minutes in, we were asked to leave because they needed the cenote empty so they could take pictures. This is a management problem, I don't blame the employees for this. Overall, we had a good time but I can see the resort has seen better days.

This was by far our worst resort stay ever! The only good experience that we enjoyed here was the tropical environment and its habitants. Anything beyond that was not at all what we would have expected from an "All inclusive" resort. The breakfast, lunch & dinner tasted like you're eating at some low budget buffet as if the cooks mentality is "just make something, they'll eat it anyways". The bars were a nightmare as well with a 30 min. wait time just to get a drink. And this was at multiple bars within the facility, not just 1. Quality of the drinks were not up to par either. I have stayed at multiple resorts across, Cancun, Cozumel & Playa del Carmen and none have ever given such a low priority to their food/drink services. When deciding to check out after 1 day stay here, we politely informed the front desk our dislikes, plan to seek reservations elsewhere and discuss a refund for the remaining 3 nights, their true colors came out. They initially apologized that our stay was not pleasant and began processing the check out, even asking that we fill out a form indicating the reason for not liking the stay. They took our wristbands and said nothing more. I has or ask if that was it and what about discussing a refund for the remaining stay, they simply stated "we don't give refunds" and would not get a manager for me. My only option was to call and speak to someone later. This is nothing more then a very very low budget Xcaret or Disney type of resort!

The resort was good. You can tell it’s aging, but still a very nice location. Lots of stuff for the family to do. Kids loved the pool and the waterpark. The beach is very small and very Rickey, so water shoes would be highly recommended if you plan to stay here. Food at the international buffet was okay, but nothing special - and none of us are picky eaters. The buffet was just extremely slow which lead to most food being cold by the time you sit down and eat. Italian restaurant was average - no complaints. The Japanese restaurant was amazing. Overall we had a great time, expect for the constant bombardment of people trying to sell timeshare style packages and extra incentives and “exclusive deals”. I don’t like to be asked to make apppintments while I’m on vacation, and this location had a lot of people asking me and my family to meet them at a specific time - which we didn’t. Again - overall it’s a nice resort. Good shows/activities every night. Great bar staff at rhe pool. Cool AC in the rooms to escape the heat when the kids need a break. Lots to do and see for the whole family.

I booked 3 rooms for my whole family! Everything in the resort is great! The only thing I would recommend is is you have older people in your group it is kind of hard to get from one place to the next! Getting around was really confusing for everyone. Everything is well kept and the staff was really nice! I was really worried because before we got there I saw quite a bit of videos and in all the videos they said the food was bad. To my family or me we thought it was good! I did go to Sandos Playacar to have a peek at how it looked my next vacation will be there for sure! Thanks Sandos Caracol!

Excellent

Wildlife was a highlight of our stay. We saw many animals and enjoyed it a lot. Coatis, monkeys, agoutis everywhere, such a fun to watch them! If youre an animal lover, they jusy bring a smile to your face. We didnt see any mess caused by them. We stayed in Eco section, building 29. Had two rooms. We contacted the hotel in advsnce and were given rooms on the same floor.. Rooms were spacious, modern and clean, we enjoyed balcony and kids liked the bunk bed. Comfortable. Cold AC gave us needed break from heat. Our room was cleaned daily. No issues at all. Pools in poor condition. Old and really outdated. Water park was fun although aimed for younger kids and even the "large" slides are pretty small. Food does not impress. International buffet had same things served every day, but we were able to find something and didnt go hungry. Enjoyed cappuccinos!. Really liked mexican buffet and japanse restaurant. Brazilian restaurant located in adult section was ok too. Beach is eroded due to multiple hurricanes. Entertainment was fun, we enjoyed several nights. We had a good time.

Second time I've stayed at Sandos Caracol. The last time was 12 years ago. There is less beach now due to erosion. Most of the corals are dead. The facility STILL tries to upsell memberships upon check-in. The room is ok (bunk bed king bed) and cleaned every day. The toilet have a slight smell of sewage/swamp. The room is next to the mangrove and the facility may use water from around the area to flush the toilet. To enter the room, you need to use an RFID tag attached to your wrist band. I do not have to worry about carrying a keycard. At check-in, a few towel cards are handed out to exchange for towels to use around the facility. A lost card upon checkout cost USD 50. Rip-off. They moved away using room keycards, then they can use the wristband to dispense pool towels from a machine just like in other theme parks. Else, don't give me those cards. I can just use my room towels. The food at the Mexican/International Buffet is 3 of 5 stars. Choices are ok but quality is a hit and miss on some of the dishes. Overall, acceptable. Most food at restaurants that require reservations are ok. Food at Brazilian restaurant is good except they try to boot you off the table after an hour for them to prepare for the next group of patrons. The kids love the waterpark. There are a lot of slides. Employees grill burger and hot dog by the pool during lunch. They used to provide mosquito repellent dispensers throughout the facility, but now only at a few locations.

We had a great time! Checkin was slow, service in the bars were short and slow - but lots to do around the resort, pool with daily interactive guest activities, water park and cenotes. Buffett ood was ok but the El Templo was an awesome experience. Overall fun for our group of 10.

Staff was unhelpful and getting around the resort was quite cumbersome

The staff is really friendly and serviceable special thanks to Abelino and Amisael from the snack bar and restaurant.

really poor guess service , phones didn’t work most of the time, bad room service, the food at buffet is the same every day. I reserved two rooms they gave us one at 38 hundreds and other at 29 hundreds. some things didn’t work inside the room.

There was cockroaches in the room. There was a lot of animal's poop on the stairs .. no variety of food. The buffets hada sane food

The beach and jungle feel is great. I was attending for a wedding and the front desk staff was very curt when i asked questions. The resort was very old and ill maintained and the all inclusive drinks were disgusting. In all the resort is over priced since it smelled like sewer water at the cenotes and the food and drinks were awful.

Our room kept flooding from the air conditioner. All our stuff got wet. No one would fix it even though it was reported multiple times. Our phone didn’t work and was reported multiple times. They kept trying us to shut our ac off to fix the solution.

This place is a no-go for anybody that is even thinking of going to this horrible hotel. The beach is terrible. You can not go into that water. The food is a disaster. Nothing taste right over there. We were 10 people, two families and none of us enjoyed our time there and when we learned that you can actually go to a higher end Sondols resort using the same bracelet that we have. The very next day they told us no you cannot go because you need to reserve it a day in advance. But d day before the staff at the check-in said no problem, You can go. Unfortunately that was not the case, so we ask to see the manager and complained to Julio, the manager which is the worst manager I have ever met. He doesn't even listen to you. The first two words out of his mouth as soon as you start to speak is "I'm sorry." He runs away from you and hides in his little office. This is a warning to everyone. Do not go. Do not waste your money. As far as this manager, they need to replace him with the manager that works listen to people that throw thousands and thousands of dollars instead of saying I'm sorry and hiding in his office.

There is so much to do at this property I'm a big beach goer and I didn't even make it to the sand. That being said the app is really useful in making reservations at all the restaurants however the one misstep was a big messed up for us. We were at the Italian restaurant we still had not been served our entree after an hour and a half which caused us to miss the fire show which we were really excited about. We did end up walking out without eating our final course. That also being said I wish the Mexican restaurant buffet was open more nights we stayed a total of six nights and ate at the main buffet most as we was running short on time from all the activities. If you have children it's a great place to stay. I have stayed in many places in the area and this was the most secluded in the jungle place I've stayed at. Check in was easy check out was easier they offer taxis to take you to different attractions in the area it is a surcharge. The only downside besides the Italian restaurant taking up most of our night was getting roped into a timeshare which was supposed to be 90 minutes which turned out to be about 3 hours well worth it we got massages I don't know. The swim-up bar was a little messy due to all the children wish they had an adult swim-up bar. All in all it was a good stay you have to take in the whole property and not focus on just the bad. Lots of monkeys and other interesting animals in the jungle the staff was pretty nice.

The room service food was better than the buffet. Also the cleaning staff was very nice other than that I would never go back

Nature is beautiful but the resort is run down, food was below par, mosquitos everywhere, lack of air-conditioned dining, my AC was broke for 5 days and the customer service was poor. I wont return.

The property, staff and amenities were excellent. The only negative was the beach as it had a lot of seaweed but not the fault of the resort. They had staff on the beach daily cleaning it.

Room phone was not working and wasn’t able to communicate with front desk during our stay and service guest was aware of it and did nothing to fix the problem. Also was told to use scan code to order food but that as well was not working. Very limited dining and late night snack would say it was open but never got any service. Only Two people checking in guest and wait time would always be more than 45minutes.

I liked all the many pool options and many activities for the kids. The staff at the kids club were always so nice and my kids loved spending time there and going to the petting zoo was so much for for my 5 yo twins. There resort is huge and there was a lot of walking involved to go anywhere and with the extreme heat and being pregnant it was a lot. The staff was friendly for the most part until you turned down their attempts to get you to become a member, then they were not interested in helping you anymore. The food was good and there was a lot of variety to choose from and all the restaurants were delicious. One big down side was that we’re were never able to get any change from anyone anywhere. Not the front desk, not from taxi, bellboys or bartenders. No one ever had change for big bills or was there anywhere to change dollars into pesos. You would need to leave the resort and even a 10 min taxi ride was $30 for 4 of us. It felt to me that it’s resort policy to not give change to resort guests, for what reason I don’t know, we just wanted change for tips that would be going to staff anyway. Overall it was okay for me and I would like to go to some different resorts to compare in the future and I would not go in July again because it was too hot for me.

Property wise, good!, however, when tried making dinner reservations, could not, personnel was not helping enough to know how to make them either, they referred us to a kiosk specific to reservations and after standing on line for close to an hour we found out that needed to make them online through their app, we tried the app from 5 different phones and were not able to, we finally gave up after three days of trying. Facility is good, but sucks that there's no beach to enjoy, it makes no sense to pay all inclusive when have to leave the facility to get in a nice sandy beach. I don't think my family will stay here again, sorry!

If you want to stay in a swamp without beach access this is the place for you. Food is below average. Property is dirty with food and trash all over including main buffet at Laguna.

I thought our stay at this resort was very good. We wanted to treat our grandkids to this resort because we had heard it is kid-friendly from a friend. Our grandkids loved it. In fact, they both commented that they wanted to return again.

Thr rooms were being remodeled n it was too noisy by our room. 2nd we had to ask for our room to b serviced. 3rd we ordered room service on tuesday morning n plates stayed outside our door for 4 days.4th water by the kayak area was so dirty u are asked to sign that u r ok getting in to those waters. Customer service at kayak was not that friendly.

Save your money. You will regret your choice if you book this property. Dirty, dirty, dirty!! We have been to Mexico over a dozen times and never gotten sick. This time we were bedridden for three days. And we’re still sick!! Thank you Montezuma! Followed by chills, fever, body aches, cough, congestion, headache. Not to mention the quarter-sized mosquitoe bites. Overall experience was horrible. Worst food ever. Overgrown jungle. Overrun with Coati. Entire resort is rundown and needs to be renovated.I heard timeshare areas were nice but so what, doesn’t help me! Very surprised that Sandos allows their name to be associated to this resort. IMHO it is NOT Sandos quality. Hard pass on this resort. Motel 6 experience for Hilton price.

We had a good time. This is not a new resort, however maintenance is good and it is clean. Night shows are good, pools are decent, but a bit small for the size of the resort. We enjoyed the cenote, the night shows and the wild animals all over the resort (monkeys, coatis, big iguanas, etc). Check in did not take long, but we knew to say no to a possible upsell to a member area. Drinks were good yet do not expect top liquor. It is nice that you can have your own thermo container and the will fill it up with any drink. The room was clean and spacious with 24 hr room service. Prepare to do a lot of walk as this is is a large property. Don't forget to pack some mosquito repellent and sunblock as they are over 25 dollars at the resort. What we think it is an opportunity with the property is the food as it is mostly the same every day. A la carte restaurants are ok, but nothing we would repeat one more time during our stay and the lack of air conditioning in all areas was uncomfortable. Overall a good place but a tad expensive for what it is.

I struggled to give this property 3 stars. I feel like it was more of a two star but overall I guess it was ok. Our room was nice, the resort was nice, pool and water park were nice. Check-in took was an hour . The food was pretty terrible in our opinion. I don't expect all inclusive resort food to be great, but average would be ok and this was just pretty bad. We were limited to two buffets as there were other restaurants that required reservations but they were all booked by the time we tried. We arrived on a Sunday and leaving on Saturday. We checked for reservations to any restaurants on a Tuesday and they were booked so we were limited to the buffet and it was just bad. There were several places around the resort (especially outside our room) that smelled like sewer. The beach was very disappointing because there are so many rocks that nobody really went out on it and was very dangerous. There is a sister resort that we went to for the beach which was nice but it was a pain to go over to and get back and everything had a time limit so you had to be out of the sister resort by 4:30pm. The property was clean and the service was good, but for us, it was important to have a nice beach and a variety of food. I wouldn't go back to this resort but that's really because it just lacked what we were looking for in our experience so maybe would should have researched more before booking this one.

They need more staff in the kitchen. Food was running low and everyone was to busy and they take for ever to refill the food, not all the restaurant are available all year round like the tacos. Or the ones you need reservations the day I got there they said everything was full until next week, like if we have more then 6 days, we only had 5. I book through expedía so i trusted them with my eyes closed. But the resort charge me once we got there because of the Kids not keeping the rate they had online. Making my first 2 days of vacation a nightmare. Thank fully Expedia took care of it. Overall the resort was 5 out of 10.

It is more better before now is low quality

Not impressed with the service and staff, who were often indifferent to our requests. Dining options were limited and some of the restaurants had very disappointing food. While the property is nice with the aqua park and the forest/cenote, etc. I would not stay here again due to the poor service from the staff and the lack of good dining options on premise.

Half of the food option was not good