Sandos Caracol Nature Resort & Water Park - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

27040 reviews

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  Fantastic place to stay

  Beautiful place to stay amongst the trees, amazing animals and wildlife. Friendly people and great service. Plenty to do.

  Apr 22, 2026
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  Jungle paradise with so many family activities and wildlife

  Love the jungle environment. Loved the amazing wildlife . Extremely efficient and friendly staff who work very hard to please guests. The room was clean and the beds were comfortable . Evening shows very well done and appreciated the Mayan culture and stories. Only downfall was buffet food temperature monitoring and suspect cross contamination as several in our party got sick. There were several similar complaints from other guests we spoke to during our stay. This was our 2nd visit to Sandos Carocal and the beach has been nicely improved .

  Apr 21, 2026
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  Destination Wedding Guest

  I just recently stayed at the Sandos Caracol Eco-Resort, April 6th - April 10th, for my friend's wedding and although the scenery was beautiful, I must say I was rather taken back by some of the issues I had experienced throughout my stay. When booking the trip, me and 3 other girls had planned to share a room which was listed on the website for 4 guests. When it came down to add myself to the room, we were refused the option to do so as they stated they only accomodate either 3 adults or 2 adults and 2 children for the room we originally booked. They stated even though the room was advertised for 4 guests, they could not add the fourth adult. They only offered a change of room with a significant increase and would not accomodate the original request. After that occured, I had communicated directly with the staff, via email, to book my stay by myself, providing all my details i.e. i am a solo adult, staying for the 4 nights and 5 days, and looking for the wedding room rate. I was provided 3 room options with 3 different rates, i picked the least expensive room totalling about $900. When i arrived at the resort i was given a specific green bracelet, which at the time off arrival was not explaned it was for the family pool side with kids only. Adults only access was a gold bracelet. After my first night, I woke up to a note requesting i meet with a member from the resort team to go over some details. Marco (resort employee) inquired about my choice of room and my age and i explained i was only presented with (3) options, all apparently not giving me access to the adults only pool. He then wanted to have me upgrade my bracelet by paying an additional fee per night, but I did not accept as i thought I already paid for my access to the resort. Marco stated I am alone and can go to the pool with my friends. I spent that day at the adults only pool with my friends. The following day, I attended the adults only pool and after being there for nearly 2 hours one of the resort employees had awkwardly approached me and asked me to help them out by leaving the pool because my bracelet did not allow me access to that pool. I did not want to cause a scene, but i can say for certain i was very taken back by what had just been asked of me. i did not have any children with me and i had been at the pool the day before. i had later found out that nearly more than half of my friends (other wedding guests) either paid the same amount or less for the adults only pool access with their room rates. Still Very Confused. Another confusing occurance... The day after the wedding 7 of us had made a reservation at one of the resort's restaurants as they recommend we do at the beginning of our stay. The table was detailed that we booked for 6 guests, we figured, okay we can see if we can add one more, should be okay, right? When we arrived at the restaurant they told us the reservation was only booked for 1 guest. They said they did not have a table for our party size, BUT if we wanted to dine with them we can purchase a premium bottle of wine and they can accommodate us. We later found out, this is the second restaurant that requested a group of our friends to make a premium purchase prior to being accomodated for their reservation. I have been in the hospitality industry for 23 years, working in restaurants, hotels and owning my own catering business, I can't say for certain it occured, but as a patron, i will say that i felt like i was taken advantage of at this all inclusive resort. Knowing i was there for a friends wedding, i did my best, as other friends & family members attending for this event did, to avoid expressing my issues to the bride. It was her week, but finding out she experienced room accomodation issues, guests having to fend for themselves at the wedding dinner with their food allergies, most food courses being served cold, and other occurance other guests had expressed to me, i feel at this point all i can do is write a review to make sure all future brides exploring the option of a destination wedding can know our experience at the expense we paid. Sincerely Hoping Changes be Made, Room 7414

  Apr 21, 2026
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  10 year return and many changes

  Great resort overall, second time return in 10 years. Changes seen have made the resort less appealing. Location about 45 mins to hour away from the airport. Took Canadian Transfer for a smoother ride. Atmosphere is family. Most are there with young families. Rooms are cleaned daily but tipped expected a little extra service but didnt even get facecloths multiple days in a row. Value was excellent overall for what you pay. Noise was appropriate for where you attended. Main pool had music with decent entertainment. Quieter pools and area were as expected. Some great family experiences were feeding monkeys(using bananas) from our room deck. Fruit smoothie bar. Pools. Bike riding. Nightly shows. Poor changes and false advertising: Water Park(new addition from 10 years ago) absolute garbage. Dont open til 10, half slides don't work, specific height for the three slide areas( major issue for our 2 kids), no alcohol, drink bar don't open til 1, constantly hear the staff blowing whistle as none of this was clear when you entered. Kids stated "worst Waterpark ever" The river is half gone, I think it had to do with the Waterpark. Cenote is closed for swimming. (Still showing same advertising video from the past) No romantic boat tour. (Also in the advertising video) Week long stay and we're only able to book the Italian, Brazilian, and the steak house. You can only book for 6 pers. Bookings were open at 2 in the morning. When asked seemed to get different answers from the staff(heard it was slow season) place was busy. Snack bar from the past closed (open at all hours) Had burgers and fries and was quiet popular and close to the main pool area. Want people going aware as I was sad by the changes as these were some of the reasons I wanted to return. Overall this resort gives you experiences you don't get from other resorts. Just be aware when you are planning a large group or have kids that are different heights and go for the Waterpark.

  Apr 17, 2026
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  Came for a wedding of friends; left feeling connected to all the workers!!

  Araceli and Antonia in La Laguna are the BEST!!! We would come back just bc of their kindness.

  Apr 14, 2026