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Reviews (14 454)
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80 - 85 of 14 454 reviews
Reviewed 3 weeks ago via mobile

Sergio,
Was AWESOME! Very friendly! Me and my wife showed up, right as they were closing up and Sergio allowed to swim for a little while anyways, he highly recommend it and said "you can not come to Mexico and not swim in the Cenote". Great attitude! Thank you!

Stayed: June 2018, travelled with family
1  Thank Damon B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort, responded to this reviewResponded 2 weeks ago

Dear Guest,

On behalf of the Sandos Caracol family, we thank you for commenting about the experiences lived while in our hotel.

Thank you for highlighting the positive attributes you were able to enjoy, we hope to have the pleasure of serving you again in the future.

Kindest Wishes

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

First time staying at the Sandos Caracol Eco Resort and I can't wait to stay here again!
The resort is absolutely beautiful and clean and the staff is really friendly and helpful. Good value for all that you experience!

  • Stayed: July 2017, travelled with family
    • Value
    • Location
    • Service
4  Thank Carolina M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort, responded to this reviewResponded 2 weeks ago
Google Translation

Nos gustaría darle las gracias por el tiempo que ha dedicado a escribir los comentarios respecto a su reciente estancia con nosotros.

Los comentarios de nuestros huéspedes nos brindan información de suma importancia acerca de nuestro desempeño, mismos que nos proporcionan grandes ideas sobre cómo mejorar nuestro servicio, puede estar seguro que tomaremos en cuenta sus comentarios.

Esperamos tener la oportunidad de darle la bienvenida nuevamente, en un futuro no muy lejano.

Sinceramente,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

Roy, Elmer and Elizabeth were awesome. They gave us great service and our drink orders were always on point. Elizabeth was great with my mom and called her grandmother “respectful” and kept bringing us drinks as soon as we were done. Great place to hang out with the family. Kids loved the games and no-alcoholic drinks. Highly recommended

Stayed: June 2018, travelled with family
1  Thank Miguel A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort, responded to this reviewResponded 3 weeks ago

Dear guest,

Thank you for those great comments and we are glad your vacation was a wonderful experience.

We make sure that our guests always receive the best service, thanks to the efforts of our employees who work diary with dedication and passion.

We hope that it won’t be too long before you let us give you again an unforgettable experience.

Best Regards,

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Reviewed 3 weeks ago via mobile

We are frequent travelers and this has been the worst experience. It was a mother, daughter trip that started off by then leaving us outside of a room that the door wouldn’t work and no one came back to help us. Over an hour later we were flagging g resort guests down and figured out they took us to the wrong building. We hauled our luggage across the resort ourselves to our room. No one ever checked up on us again.
Money went missing from our room during our stay, and it was never fully cleaned. The mirrors had Smeared handprints all over them when we arrived. And there was dirt wiped it down the walls. They were also drinks left outside of our room door that were there until two days before we left before somebody finally cleaned them up.
The food is not great but when you travel that can happen. We just ate fruit for breakfast and went into playa del Carmen every night for supper.
We got up early on the last day and went out and saved a covered spot on the beach as we were sunburnt. Went to breakfast and came back and all of our stuff was moved and someone had taken it and we were told by everybody too bad. Our last day was spent sitting in our room as every shaded spot was taken.
We were told upon checking that we were upgraded to a different room. We had originally booked into an adults only section to have the quiet pool. We were moved to a room that surrounded the main pool and was filled with screaming children morning till night.
This is our last day and we tried to get an early flight home but were unable to do
So. This resort is not recommended.

Stayed: June 2018, travelled as a couple
1  Thank Tonia B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort, responded to this reviewResponded 2 weeks ago

Dear guest,

I am very sorry to see that our hotel fell short of your personal expectations.

It is pitiful to see that nothing seem to have worked for you in our property during your stay.

We will work with every single head department and the staffs in general to prevent from having in our house things similar to the ones you describe which in no way are reflective of this organization.

Kindest wishes,

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Reviewed 3 weeks ago via mobile

We are having a great time and experiences here. There is always something that makes our time different. Well in our case there are some amazing people. Emilio & Daisy (entertainment), do an excellent job setting up the shows and activities to make them especially enjoyable. Sergio (cenote) was very helpful in answering any and all questions about the cenote that we had. Finally, Kive (concierge) did an excellent job in welcoming us to Sandos and ensuring we had the information we needed to make our stay delightful and enjoyable. These personnel helped to make our vacation easily one of the best we have taken to date. Thank you to Kive, Emilio, Daisy, and Sergio.

Stayed: June 2018, travelled with family
2  Thank Marina P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Web_Sandos, Director de Relaciones con Clientes at Sandos Caracol Eco Resort, responded to this reviewResponded 3 weeks ago

Dear Marina

We would like to thank you the time you have taken for sharing such great things about your recent stay at SandosCaracol.

It is wonderful to know that you felt welcomed by us and that your experience was a pleasant one.

We will be hoping for your return soon and enjoy our services again.

Sincerely,

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