Sandos Caracol Nature Resort & Water Park - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

26687 reviews

• 

  TUI MISREPRESENTATION .

  Just terrible throughout, it’s not that my expectations are to high at all, just to be comfortable would have been nice, it’s just that simple basics are lacking including more importantly Heath & Safety Issues all a round the complex, TUI are certainly miss leading customers there customers and should be held responsible as TUI are marking this Holiday inaccurately using how to date photos from some 6 or 7 years ago, the brochure details are nothing like today’s complex looks like, I have the Photos for proof. We have wasted so much time and money for nothing, would not recommend at all, needs so much updating, the stench of sewage around this complex is prevalent in many areas, I certainly would not recommend, it’s also a shame that staff did not even try to make us welcome sad but true……On site TUI Representatives did not want to know. adios amigos.

  Jan 18, 2026
• 

  I can't believe these ratings! 2/6 Members got Food Poisoning and Waterpark Closed

  The resort is located in a beautiful area, and watching the wildlife — especially the spider monkeys — was truly the highlight of our trip. They were the one thing that made our stay memorable in a positive way. Unfortunately, almost everything else was a disappointment. The food was very hit and miss. While some meals tasted okay, both my son and my husband became extremely sick with what appeared to be food poisoning, which completely overshadowed our vacation and made traveling home very stressful. My own stomach also felt off for several days during our stay. In addition, we heard from numerous other guests who were also sick, which was very concerning. The resort felt severely overbooked and understaffed. Lines were long everywhere — especially at the buffet — and the beach was extremely crowded. Washrooms throughout the entire resort were consistently very dirty, which only added to the concern given how many people were unwell. The layout of the resort also made things difficult, especially with kids. It is a lot of walking — nearly a kilometre from our room to the buffet and beach — which was exhausting and inconvenient, particularly with crowds and family members not feeling well. The water park was closed for the first half of our stay, and when it did open, only part of it was available. My youngest wasn’t able to use it at all, and my son became bored quickly since there were only a few slides he could access. This was a major disappointment for a family resort. Booking à la carte restaurants was also frustrating. Reservations can only be made three days in advance, and you have to stay up until midnight to try to secure a spot. Even then, availability is very limited. The cenote was just okay — not many fish — and the bike path was poorly maintained. Entertainment was average. If it weren’t for the spider monkeys, this trip would have had nothing positive to redeem it. Between my family getting sick, feeling unwell myself, hearing of many other guests becoming ill, the overcrowding, long lines, lack of cleanliness, excessive walking, and limited amenities, this was by far the worst resort I’ve ever stayed at, and I would not recommend it — especially for families.

  Jan 17, 2026
• 

  A Good Time

  Sandos Caracol offers one of the most dynamic and close to nature experiences I’ve ever encountered. Great for families and couples, this resort blends the Mexican jungle with a 4 star resort experience. Plenty of wildlife encounters from spider monkeys walking past you to various birds and lizards. Families enjoy the water park on sight, for adults, my wife, adult son and I stayed in the select club section of the resort reserved for adults only. The staff each day was amazing and took care of all guests with a high degree of professionalism and care. The food, especially at the à la cartes was very good each time. We tried all of the à la cartes and each time it was great. Things to keep in mind. I wouldn’t say negative things, but just to keep in mind when staying or potentially choosing this resort. Rooms are clean, a bit dated, but clean. Beds are hard, so if you prefer a softer mattress that won’t happen. My son had a separate room and the bed was the same. Check-in can be a very long process. After a long day of travel, many people will want to have a quick check-in, more than likely if you see a small line, that can mean a good 40 mins to an hour wait. Lines don’t move fast, but it not so much staff in my opinion as it is the facilities are a bit small to accommodate the large number of guests. Nightly entertainment usually means arriving 50 minutes ahead of time as the theatre is small relative to the number of guests that stay on the resort. The Sandos app is great, it does involve some understanding of how things work at the resort. Booking à la cartes begins after midnight each day and you book à la carte restaurants two days in advance. For example you want the Italian restaurant and it’s a Sunday, wait until past Midnight into early Monday morning and times are available for the Wednesday that week. It’s not a difficult process to book times, we figured it out fast but there is a learning curve, so if you dislike navigating the inter workings of a resort that could be a disadvantage. We attended the “timeshare” presentation, got a couple of free massage coupons from doing it, and some tips on how to navigate the app and restaurants. The presentation was interesting and a part of me was interested in signing up for the timeshare but one thing did stop me. Talking with other Royal Elite members and having gone to two Sandos resorts, the standard isn’t the same at each resort. Los Cabos Sandos is 5 star and I enjoyed that experience fully, it felt 5 star through and through. Sandos Caracol isn’t 5 star, it can show at times as the facilities do need repair in some spots, it didn’t make my vacation unenjoyable, but other Royal Elite members mentioned their experience at different Sandos resorts and the inconsistencies of 3, 4 or 5 star experiences. If I’m going to drop 20k on a timeshare the experience should be 5 star everywhere. Sandos has room to grow and with a bit more maturity in the development of the properties could be a fantastic experience for those for want timeshares. Big thank you to the staff at Sandos Caracol you all are great!

  Jan 17, 2026
• 

  Avoid this resort... website pictures are deceiving

  Jan 16th, 2026 Sandos Caracol overall review: I’ve been part of the Royale Elite for a few years now and had the opportunity to try the other Sandos in Mexico. We had three “PSU” rooms for 6 adults and 6 kids this time. This resort is the worst. Read all the other negative comments and we experienced most of them other than being sick. Avoid January/February time frame… It’s a zoo. Pros Plenty of food & drinks No issues with the room service and cleaning crew Wilde life roaming in the park ( Agouties, Coaties, Peacocks and Monkeys ) Cons: Maintenance is lacking at just about every level: 1) Website pictures are deceiving. PSU rooms are too small for 4 people. No seating area, no desk and these pix were taken a decade ago (colors have faded and buildings are deteriorating) 2) All but one pool have murky water. The exception is the adult pool “Select Club Pool”. 3) Room 1… Main room door drooping… in turn, letting the mosquitoes in the room. Front desk unable to provide another similar room for 2 days due to the resort running at full capacity and unwilling to upgrade the room even with compensation. 4) Room 2… Air conditioning not cooling the room. Took 3 days and 4 trips to the desk to get a new room. 5) All sliding doors in the various rooms were very hard to slide. 6) ALL “straw” roofs need repair… all leaking when it rains. 7) Plumbing faucets in one room was changed to a newer shorter model. When using it, you couldn’t avoid splashing water all over the vanity. 8) Some days the water was warm at best. Not ideal to get the grand kids in the shower. 9) The water park was fully closed for two day. When it reopened, the kiddy pool stayed closed for the week we were there. 10) Some critters found their way in the ceiling of the second floor and duking it out. This managed to push a recess light out. We reported the issue. When we left 2 days later, it still wasn’t fixed.

  Jan 16, 2026
• 

  Wonderful Nature, Great for Families what’s not to love, it’s a wow for me.

  We arrived on Mon 12th January room 6711 and still have 2 weeks to enjoy. The service at reception and guest relations is really good we had a problem with the safe and they were there in a minute, there was a queue for check in but they offered you drinks this is because of the large Families who are well catered for. Omg this place is a cross between Thailand and the Lake District in one Hotel, every time we walk out our door there is a path to lead you to discover cenotes, caves, jungle trails, bridges the nature is phenomenal. In the grounds and on the shoreline even better than Costa Rica for bird watching. We are a couple but the amount of facilities for families is so much and food and drinks are plentiful. I don’t understand the negative reviews look around it is amazing nature, service and all the staff are very helpful and happy.

  Jan 15, 2026