Apple Vacations Customer Satisfaction Score
What to expect
1148 past Apple Vacationers would recommend Sandos Caracol Eco Resort to their friends and family
Latest Apple Vacations Review >>
TripAdvisor Web Reviews
What to expect
Apple Vacations Traveller Reviews
Couldn't pay me to go back.
Long story short, we were less than impressed. First, when we got there, there was a huge line at the registration desk, having us wait 20 minutes to check in. The people at the front desk never seemed happy or that they wanted to help. There was no explanation of where things were, what meals were served at what restaurants, or what times meals were served. We were not given a map of the resort so we had to find our way around ourselves. Our room smelt beyond musty, the worst I'd ever smelt. There were tiny ants all over our counters and tables all week long. They had this strict towel rule that you were given a card when checking in, exchange the towel at the one and only towel stand, if you lose your towel or card, $50 will be charged to your room. The towel stand closed down at 5pm so by the time we checked in and got down to the beach, we were unable to get towels. The food was mediocre at almost every restaurants. There was only about 2-3 meals that we were happy with. There was several times that they were out of regular Coke and the buffets weren't always well stocked (food seemed to run out quickly). I felt that most of the staff we interacted with seemed to hate their job and did not want to talk to you or try to help. About half way through the week, one of the concierge staff found me on the beach and gave me a tiny piece of paper that had all the restaurants and times open listed on it. The second night, when we got back to our room, the cleaning lady left us a book about the resort that included a map and other information. These things would've been nice to get at check in. The beach was very rocky, which I understand is in the hands of mother nature with the high tides and such, but it wasn't very inviting for bare feet; especially for children. The mosquitoes were beyond terrible, but again, out of the control of the resort, I would think. There were shows every night that were very family friendly, however, you had to find a seat 30-60 minutes before the show started to get a seat at all to be able to watch the show. The resort was big, and almost too big for all that they had to offer. I say that because everywhere you wanted to go was an easy 5-10 minute walk. That's a lot for kids in my opinion. There was several times that my son became bored with the lack of things going on. Everything we did or wanted to do, there was a long wait to be able to do it (snorkeling, kayaking, etc.) I also ended up getting an 80 minute massage on my birthday and I was not worth the money spent or the time. It was $175 massage and it was less than enjoyable. I was told when I booked it that I was to get a special gift being it was indeed on my birthday. That which I had to ask for and the receptionist knew nothing about and almost didn't want to honor that. She took one step the her left and pulled a sample pack of exfoliation scrubs out of a basket sitting on the desk and handed that to me as if I was begging for a gift. The massage itself wasn't enjoyable because I had requested a female and got a male massage therapist. Then, he coughed and sniffled and breathed heavily through the entire massage. He pushed very hard, even though I asked him twice to let up on the pressure. He bent me in ways that made me feel I was at a chiropractor's office. I was less than please when I left the spa. We spoke to some other families that had the same complaints and concerns that we did. I would never recommend this place to anyone.
Fun family vacation
We enjoyed so much about our trip. We had a wonderful time at the hotel and our two bedroom room was great. Lots to do!
Lots of things to do for kids
The only downfall of this hotel is the restaurants are a good walk from the pool and beach. They do have cook outs on the beach some days but they need to have food closer to the beach and pool. The wild life here is amazing. The endless options that come with this hotel are great.
Eco friendly jungle paradise
This is our second year in a row at Sandos Caracol. It is unique. Small, intimate, with tons of activities. Where else can I feed turtles after breakfast, swin in a cenote and waterfall, then hand feed grapes to monkeys on my balcony. Finish the day with a filet mignon dinner followed by a Maybe Cultural Fire show that blows me away! The only negatives are the dessert. Wow. We call it colored mush cake. Very disappointing. But the food is great.
Great experience with Apple staff
We can't say enough about the help we got from the Apple representative at the Sandos Caracol Ecos resort. Allejandra couldn't have been more helpful. Every single request or concern we had she took care of immediately. Our final dinner was exquisite. She set up a private dinner with one of the restaurants. Because of her service and pleasant attitude, we would definitely consider working with Apple for another vacation. The transfers or seamless, and the resort was perfect for our family.
Plating Vacation and Sandos Caracol
I would like to start by saying that the Apple team was very helpful and professional. Whe we arrived at our hotel, the room we were given did not have the King bed we had paid for and chosen. We were promptly moved into a room with a king bed. Unfortunately that rooms sliding door was broken. It had a large gap on the sidecar that didn't move. Because there were storms, we had water coming in and had difficulty sleeping due to the noise. It took several requests to get someone there to repair the door. It wasn't till day 3 that it was repaired. As a matter of fact it frequently took several requests to obtain sometas simple as orange juice. When we went to visit the Apple desk to arrange our transport back, the roof was leaking quite a bit. I felt terrible for the representative. Despite these problems we did enjoy the resort. The entertainment was wonderful and the food was good.
I hope this review helps to improve some of the problems we experienced.
Diana and Michael
Upon check in, we were NOT informed of the hours of the restuarants, how to make reservations for the restuarants, how to find them or any information on the resort, a general overview or anything. We sis check in late but no matter what time, we should be informed upon check in. We missed out on several opprotunities do do the eco tours and activities because we did not know where the booth was. Were unsatisfactory check in experience
Check in took about 45 min. We asked to be near the other family we travelled with and we were 2 buildings apart. Maids did not clean our room 2 of the days we stayed. The resturants have adult only evenings making it unfair for families that are there. The pools were not clean and were very hot to swim in. The bars closed early.
Disappointed All-Around this Trip with Apple / Resort
Overall, very disappointed in both this resort and Apple representatives during this trip. We booked a Royal Elite Penthouse (which the site indicated was ocean-view). We got to the hotel & to our room where we could see only large trees. We went back to the front desk & were told that there were no ocean-view rooms at the resort. We talked to Apple back and forth for days, who finally admitted that their description on website was wrong but didn't offer anything while we were at the resort. We have to reach out to Apple / Travel Agent (AGAIN!) after returning home. There was absolutely nothing special about the Royal Elite section - took forever to get in touch w/ room service, wifi barely functioned, and the Royal Elite section of the beach did not allow children although children are allowed in the Royal Elite section of the hotel.
So, other than that huge disappointment, the main pool was dirty. Just lots of 'stuff" floating on top of the water. There was a clean, smaller pool but it was surrounded by construction everywhere & construction noise.
Restaurant service was slow & so was bar service. There definitely were not enough bartenders at this resort.
Pluses: Resort photography was great. If I would've known I would've booked a family photo session. The Japanese restaurant was good (& fun!) - recommend making these reservations as soon as you arrive. Food was actually pretty decent at all of the restaurants although it all seemed to be the same food.
We take at least one, if not two, Apple trips a year and we were overall disappointed in this experience and the response from Apple Vacations.
Absolutely PERFECT family vacation!
Wonderful first family vacation! Lots for the children to do. The staff was amazingly friendly & food was great! We will definitely love to return! The cenote was one of our favorite adventures, along with the shows!
The resort grounds were wonderful to explore, with lots to see. The cenotes are amazing! Our stay was great until the last few minutes when we were locked out of our room. Victor, the concierge, was very helpful. He made sure we got to the airport on time. And Angel, from maintenance was also very kind despite our language barrier.
TripAdvisor Traveller Reviews
A royal treatment in the jungle
I was here for 11 days with my best friend and it was so amazing!
Our first all-inclusive holiday experience ever and we felt so spoiled. Every single member of the beautiful staff treated us like princesses from the moment we arrived.
At check-in we got a free upgrade to the Adults Only section, which made us so happy because the amount of screaming children did scare us a little bit.
The resort is literally in the jungle, between the most beautiful tropical plants and trees. There are cenotes, mangroves, a little river and many quiet pathways within the park. And the best thing: there are so many wild animals! We met coati's, spidermonkeys, iguana's, raccoons and even a paca!
The beach is also very lovely, with comfy beds and great service.
Regarding the food; you can skip everything and just stick to the Mexican buffet every day :) (Las Mascaras). It's very extensive, vegetarian-friendly and yummy. There is also a completely vegan restaurant, which is great!
There are many things to do in the resort, but a definite must is the daily yoga class on the riverdeck of Juan Carlos. He knows how to inspire and motivate any yogi, beginning or advanced, and his class is just so much fun!
The only remark I could give this resort is their sustainability. Although they are probably more advanced than other resorts, there is still a lot to gain here...And unfortunately there are still people on the beach with wild animals to take a picture with. The resort discourages this, but in the end don't do anything about it...
All in all an amazing place that I recommend a 1000% :)
Special thanks to all of the great staff who were always there for us and to Patrick, the manager, for handling our ATM problem right away! â™¥ â™¥ â™¥
Sandos eco resort and spa!
This resort is amazing!it's got lots of forest.The staff are amazing! This was my second time going, and I will definitely go back!!! The staff at this resort, know how to make you feel welcome!!If you need something, the staff will try there best to get it for you!!!
Nice resort, poor beach
Our Family of four (one infant 9 month and one toddler 2.5 years) chosed Sandos Caracol Eco resort as a 10 days vacation.
First two days we stayed at the room 4114. Itâ€™s a basic room with two queen size beds. The jungle view was inspirational and very quiet side. The room wasnâ€™t that good, so we decided to exchange for more fancy one, of course with an extra charge, close to the pool and restaurants.
Room 601 was terrific! :) But the minus was noise from the pool day and night. :/
Food was good and enough. Drinks, not that good. I believe they use powder juices. So better stay with tequila.
On the resort you can find lots of kids activities! Heaven for my toddler. Animals everywhere , Mayan piramides and lakes in the resort.
If you want to get out from the resort, you can take a taxi and in 15 min for $10 each detection you can visit Playa de Carmen.
Stuff at resort is very friendly! Always been helping with our kids, so me and my husband could eat or relax for a bit.
If you want to get a professional photoshoot, I suggest you to find Millan Photography on the beach left side from resort, guys in BLUE shirts. Prices are half off from what you can find in resort. Quality and service on the top!!!
STAY AWAY from ME photography (white shirts) very unprofessional and unpleasant!
The only thing that We didnâ€™t like, is the beach. Impossible to swim even walk. Weâ€™ve been swimming at other hotelâ€™s beach side.
Not for kids
We were there over Christmas and New Year and yes, for the amount of $$ spent, it was very disappointing.
-Check in, took forever.
-Smokers are every where despite smoking areas available. I was shocked to see people smoking in the covered mostly kids games room where many kids gather to play ping pong and foosball. Obviously the staff need to be trained to handle all the ignorant smokers, it was like going back 20 years where people smoke freely. There are lots of kids in this resort.
-Very much kids UNFRIENDLY!! Why? Most lunch time buffets, french fries offering would sit empty for greater than 30-45 minutes, as would be the pasta offerings. Many places on the resort are 'Adults only', really didnt realize so many people dislike children in this world!!
-Buffet offering- one of the worse ever visited. There was a 'seafood night'...with 5 different fish dishes and one calamri, nothing else from the ocean!!...hmmmm.
Many self serve station very disturbing in that there was no covers, especially when the yogurt was served in bulk open trays and people were sneezing...grossss.
-Japanese restaurant, entertaining but food very bland.
-Italian, disappointing in that in a buffet style salad and appetizers being pizzas!! The actual menu was 90% pasta, no meat per se..we ordered the veal stew...OMG, stay away!!
-Mexican, didnt try
-Mediterranean was great, maybe it was so good because we had to wait over an hour having arrived 30 minutes after they open.
-Brazilian, you couldn't get a seating until AFTER 8pm if you are with kids!!! DUH!!!
-Pools, very cool and very plain.
-Bring bug spray, worst place ever, saw many, many well biten bodies during the days we stayed there and one would think when you pay such top $$$ for your stay, the hotel would offer a tin of OFF for free and not chare USD$20 for an orange can of OFF!!! Not even the Deep Woods!
-The snack bar.....nachos chips wee tehonly good thig when they dont run out. One time they were serving half raw hamburgers and when I brought it to the staff member, she took the half raw hamburgers off my plate and threw them in the garbage. Thank God my kids were smart enough to check before stuffing into their mouths! Most of the time, I believe the offerings are left over food from other restaurants as the food always dry and old. BTW, the food were served in non heated serving containers, guess ss no issue with temp control?
-Overall, poor organization almost everywhere...New Year's celebration, maybe have seating for 300 people tops (?) for a resort with maybe at least 2,500 to 3,000 guests that night? Spoke to a couple who grabbed a seat at 9pm to be guaranteed seating!!
-Cenotes was great
-Wildlife was neat but despite all the do not feed animals signs, many guests obviously cannot read and the staff also don't care, so what you get are a lot of aggressive animals when hungry expecting you to feed them. We took a couple of bananas for eating later and walked through the eco forest only to be aggressively targetted by the Coati thinking we were going to feed them!!
-Free bikes rentals to ride around the perimeter of the resort
-The serving staff were all very helpful and courteous
Oh, one more very important detail, again not blaming the staff but management......one day, both my wife and I didnt have our room key, so went to the front desk to get new ones...to my amazement, the clerk NEVER even asked for my name, just the room number.... I had to repeat the room number 4 or 5 times......OMG!!
My wife and I just spent 10 days at Sandos Caracol, and we had a great time. We stayed in the Select Club (adults only) portion of the resort and would do so again. The Select Club poolside restaurant was by far our favorite place to have breakfast. The food was good and the staff were incredible. The beach club offered wonderful snacks at various points throughout the day, so we stayed in that area most days. Our favourite a la carte restaurants are the two associated with the Royal Elite club, but we enjoyed La Tosca and La Templo, as well.
The real treat at Sandos Caracol is the staff. Every one of the staff that we encountered were pleasant, professional and accommodating.
We like wildlife and enjoyed the many coati and cats that roam the property. The spider monkeys are more rare, but they can be aggressive, going through your beach bag. One took my bookmark while I was reading and my wife woke to one trying to chew on her foot (skin was not punctured and he left as soon as I took his hand and pulled him away)
Some people complained about the beach. It is rocky, in places, but the water is warm and there is an abundance of fish swimming around the rocks.
You must swim in the cenote. The water is crystal clear and there are several fish.
My wife and I will likely be going back and will probably try Sandos Playacar, just to compare, but we would definitely go back to Caracol.
The comments and opinions on this Ratings and Reviews section of our website are the views and opinions of TripAdvisor members and AppleVacations.passengers. They are providied 'as is' and we accept no responsibility for any loss, injury, inconvenience or other damage resulting from this information. You should verify critical information (for example passports and visas, and customs) with the relevant authorities, and review our Fair Trade Contract and Things To Know Before You Go (including our Health and Safety Tips For Travelers) before you travel.