Location
Riviera Maya - BeachProperty Information
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Resort Details
Hotel Advisories
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.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
26131 reviews
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Dec 08, 2024Great entertainment
Very nice resort with lots of entertainment, Yeye is an awesome entertainer, he’s just a vibe. Very funny and outgoing. Food was great and hospitality was 7/10. Would definitely come back with my family and kids after this one being just a girls trip.
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Dec 06, 2024Rooms have NO HOT WATER
There is NO HOT WATER in most rooms. The hotel and travel agents will lie and say it’s fixed. It is NOT. The staff don’t care, they pretend they do but don’t do anything about it. Book elsewhere. There is NO HOT WATER in most rooms. The hotel and travel agents will lie and say it’s fixed. It is NOT. The staff don’t care, they pretend they do but don’t do anything about it. Book elsewhere.
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Dec 03, 2024Worth a visit
I had an underwhelming first impression. When we arrived and I saw the aesthetic of the resort lobby coupled with no greeting upon arrival with a drink, I looked at my husband with panic. We arrived in the morning so we asked for an early check in and was told it would be 100$ but room wouldn’t be ready for a few hours. I went back to the reception after an hour and half and another rep said $250! I got annoyed and started comparing their service to all the other hotels we’ve stayed at in other countries. My complaints worked I suppose bc we were allowed to check in 2 hrs ahead of check in time complimentary. After checking in, my family and I went to the pool area., water seemed dirty, kids were complaining they saw lots of hair balls but the entertainment was good so there was a vibe. We tried to walk on the beach but it is SUPER rocky! You need swim shoes! We managed to walk slowly out in the water and the sea felt good temperature wise but wish we could have stayed longer we just couldn’t because there are rocks all over and I was on edge someone would get hurt. As the days progressed the resort grew on all of us. Staff are friendly and warm, food is great except the italian restaurant and the wildlife! OMG never experienced anything like this. Such a sight! I remember reading some reviews and folks saying the hotel needs to update itself but I think the hotel is the way it is because of it’s location - in the middle of the jungle..the elements have to be factored in. We loved the cenotes, we loved the spa, one of my daughter (10) did her scuba diving lessons and went out to dive with her dad, my other daughter (8) went to the kids club once and she loved it. The nightly entertainment is top notch, in my opinion, my husband went diving with bull sharks.. a first for him and I did the pre- ispanic spa cleansing experience in the Temezcal .. highly recommend. The property was fun to explore although 2 of the water slides were out of commission. Overall, it was a good experience, we enjoyed it. Would we go Back, not 100% sure, but do we regret going? Not at all.
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Dec 02, 2024
Hair and Makeup at Hotel Spa was Amazing with Margot and Fabiola!
We stayed at Sandos Caracol for my brother's wedding this past week. My daughter and I got our hair and makeup done by Margot and Fabiola. They were so friendly, sweet and talented. Please consider booking hair and makeup with them, even it it's just for a fun night out!!! We looked fabulous!!!
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Nov 30, 2024SanDon't
We spent a week at Sandos Caracol with a large group of family and friends. The grounds are beautiful and there is a lot of wildlife. Our rooms was very nice once we received the room we paid for. However all that was overshadowed by the lack of maintenance and constant issues everyone in our group. We had to call maintenance every day for something. Our A/C kept breaking down, the lock on the door to our room required the battery to replaced 3 times in a week so we could get in our room, a few in our group had no water some days, most of us did not have hot water most days. The main pool was filthy by the end of the day. The food was always cold even at the specialty restaurants. It seriously was barely edible. At the Italian buffet they brought out a fresh bowl of pasta and it was ice cold. The service staff is extremely nice and try as best they can but are extremely understaffed. The beach is NOT swimmable. You do need water shoes to even try to get in the ocean. Our best day was the day we spent at Xel-Ha. This resort could be a 4 but it needs some serious work to get there. We travel with this group every year to Mexico and in 10 years this was the first time we all sat there on the last night and were glad we were leaving the next day.