Sandos Caracol Nature Resort & Water Park

Recent Reviews: 27121

• User:Bill C

  Trip type: Family

  David the best

  10 Jun 2026

  Good service. David eb the teater is excellent thanks you

• User:Kami S

  Trip type: Family

  2026 Mundial

  10 Jun 2026

  Buen show mundial! Good food and music.

• User:James2263

  Trip type: Family

  A truly amazing holiday

  03 Jun 2026

  Having looked at a number of reviews about the hotel before going, I wouldn’t be lying if I said I was a little nervous about whether the hotel would meet our expectations - especially as we’ve set the bar pretty high for holidays!However I couldn’t have been more wrong and can’t say enough how much we loved the hotel.Firstly the staff in every part of the hotel were very friendly and accommodating. Every member of staff would say hello as you walked past them, they were great with our kids, high fiving every time we went into las mascaras, and our room maid jessica always seemed to go out of her way to add a little extra touch like tuck our childrens teddy’s into their bed - little touches which made them smile.One of the main things I was concerned at before arriving was the restaurant booking system which people had reviewed being hard to get bookings and waking at 12am to get a place. On top of this the la laguna and brazilian restaurant were shut during our time here for renovations - which further compounded my worries. However I can honestly say we never had an issue with booking and I never set my alarm at midnight to book (and I was booking for 4 people). The ala carte restaurants were of great quality, our favourite being el templo. The experience alone was brilliant and ended up going 4 times during our stay - hugo and hector were standout. The buffet restaurants were also good and had a big range of food to cater for everyone. Rarely had to wait at any of the bars during the day and service was always quick. I’m personally not much of a theatre fan, and thought the shows would make the resort feel a bit tacky. However again I was proved very wrong. One thing we were blown away by was the cultural side of mexico and the shows were amazing at demonstrating this, the sacred cenote and the fire ceremony were great and even Michael Jackson - which to us initially seemed random to have, was actually very good. The main pool was well laid out, it seemed one half was more party ish and the other more family friendly so catered for everyone. We did use the smaller pool more out of convenience as it was close to our room but also generally quieter. One of the only negatives of the hotel was the water park. The park itself was brilliant. However Tuesdays it closed for maintenance, but we found frequently the smaller tube slides were closed more than they were open - which was frustrating as our children found the toddler pool too small and they weren’t allowed on the big slides. the bigger pool area in the centre was shut a couple of times while we visited it. It wasn’t a huge inconvenience as we didn’t go often (we could have been unlucky) but whenever we did, something was closed. Our room was very nice, and spacious for 2 adults and 2 children. The only negative was there wasn't much hanging space for a family of 4. Your mini bar is complimentary and stocked daily which was great! If you like nature, in particular animals, you will love this resort. There is so much to see and it doesnt ever get boring. The monkeys you could watch all day, and we were lucky enough to see on two occasions turtles laying eggs. I’d highly recommend to just go exploring the resort as you’ll see different animals and hidden features every day. I think it’s highly unfair to criticise the hotel for the seaweed/sargassum problem. Its not unique to the resort, its a problem over quintana roo. There were literally guys shovelling wheelbarrows all day every day and you could see barriers at sea to hold it back. It was disappointing not to be able to swim in the cenote or the jade river etc, but we were told it was a result of peoples suncreams washing off affecting the balance of them. So with a positive spin on it, it did fill me with confidence that the resort genuinely does care about the local ecosystem.The other activities made up for not being able to swim in the cenotes, the segway tour was great fun and we did do a snorkelling trip with the diving hut on the beach which was brilliant. Our children also enjoyed the animal keepers experience.As a summary, You certainly won’t be disappointed if you want a fully inclusive family friendly holiday which caters for all ages. We stayed for 2 weeks and we found there was lots to do even with some things closed. I would look past the majority of the negative reviews here…any I had were proved wrong as soon as I got there. I would highly recommend this resort to any family and friends and we are genuinely considering going back next year with friends! Thank you again for a wonderful holiday Ilse Jordan WebRelations, Propietario at Sandos Caracol Eco Resort, responded to this review Dear James,Thank you for taking the time to share such a thoughtful and detailed review of your recent stay with us. We are truly delighted to know that your experience exceeded your expectations and that you and your family had such a memorable holiday.It is especially rewarding to read your kind words about our team. We greatly appreciate your recognition of the friendly and attentive service you received throughout the resort, as well as your special mention of Jessica and the thoughtful details she provided during your stay. Likewise, we are pleased to hear that Hugo and Hector made your visits to El Templo so enjoyable. We will be sure to share your comments with all of them, as this type of recognition is a great motivation for our entire team.We are also glad to know that you enjoyed the variety of our dining options and that the reservation system worked well for you during your stay, despite the temporary closure of some restaurants. Your positive experience in this regard is truly valuable. It is wonderful to hear that our cultural shows, facilities, and activities contributed positively to your stay, and that you connected with the natural environment that makes Sandos Caracol unique.At the same time, we appreciate your constructive feedback regarding the waterpark. We understand how the temporary closures and slide restrictions may have been frustrating, especially for families with children, and your comments have been noted as an opportunity to continue improving the experience in this area.We are also grateful for your understanding of natural factors such as the presence of sargassum and the temporary restrictions in certain natural areas. As an eco-resort, we strive to preserve the local ecosystem while offering a unique and enriching experience, and it is encouraging to know that this approach resonated with you.Thank you once again for your kind recommendation and for your trust in choosing us for your family vacation. We look forward to the opportunity of welcoming you and your loved ones back for another wonderful stay in the future.Sandos Caracol Nature Resort & Water Park

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• User:elirock79

  Trip type: Family

  No working beach or cenotes

  01 Jun 2026

  This resort has average service, food and pools.I knew I could encounter some seaweed, but other hotels do a better job clearing it! Was impossible to get in the water! And after asking the cenotes had been out of service for over a year and they don’t even know when will open! Stay somewhere else! Ilse Jordan WebRelations, Propietario at Sandos Caracol Eco Resort, responded to this review Dear elirock79,Thank you for sharing your comments regarding your stay at Sandos Caracol Nature Resort & Water Park.We understand that beach conditions play an important role in many guests' vacation expectations. As part of the Riviera Maya coastline, our beach is affected by seasonal seaweed arrivals that are driven by environmental and oceanographic conditions beyond the control of any individual resort. Our teams conduct daily beach cleaning and collection efforts; however, the volume of seaweed can fluctuate significantly depending on weather patterns and ocean currents.Regarding the cenotes, it is important to clarify that certain natural areas within the property may occasionally be restricted as part of environmental preservation programs, safety evaluations, maintenance projects, or conservation initiatives. These measures are implemented to protect both guests and the natural ecosystem that forms part of the resort's identity.While we recognize that some guests may prioritize direct access to specific attractions, Sandos Caracol Nature Resort & Water Park continues to offer a wide variety of experiences, including ecological activities, wildlife encounters, cultural programs, water attractions, family activities, multiple dining venues, and extensive natural areas throughout the property.We appreciate your feedback and the opportunity to provide additional context regarding these aspects of your stay.Kind regards,Sandos Caracol Nature Resort & Water Park

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• User:Lesley P

  Trip type: Family

  Best service

  31 May 2026

  David M G the restaurant manager at Sandos resort was incredible. He took excellent attention to my family. we have a family with six kids. He was very friendly! Five stars overall. Staff was incredibly attentive. Highly recommend!!! The staff at a resort is very hard-working Ilse Jordan WebRelations, Propietario at Sandos Caracol Eco Resort, responded to this review Dear Lesley P,Thank you for sharing such a glowing review. We are delighted to hear that our team made your family feel so well cared for and that their attentiveness enhanced your stay.It is wonderful to know the warm, friendly service stood out and contributed to a five-star experience. Providing thoughtful hospitality for families is a core part of our service philosophy.We appreciate your recommendation and look forward to welcoming you and your family again soon.Best regards,Sandos Caracol Nature Resort & Water Park

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