조감도

산도스 카라콜 에코 리조트 - 올 인클루시브 여행 후기

4 out of 5
산도스 카라콜 에코 리조트 - 올 인클루시브
Carretera Cancún Chetumal Km. 295, Playa del Carmen, QROO

이용 후기

6.8
평점 10 - 훌륭해요. 1497개 이용 후기 중 379개" "
평점 8 - 좋아요. 1497개 이용 후기 중 381개" "
평점 6 - 괜찮아요. 1497개 이용 후기 중 302개" "
평점 4 - 별로예요. 1497개 이용 후기 중 212개" "
평점 2 - 너무 별로예요. 1497개 이용 후기 중 223개" "

7.8/10

청결 상태

7.2/10

직원 및 서비스

7.2/10

편의 시설/서비스

7.2/10

숙박 시설 상태 및 시설

8.4/10

친환경

이용 후기

6/10 - 괜찮아요

Cristian

가족 여행
별로예요: 청결 상태
The buffet had tons of food that is flavorless. You can not get into the restaurants for example the Japanese restaurant only has 20-30 seats available per hour from 7-9pm and there are over a thousand guests. This was my third time here but this was the worst time. I never struggled to eat something flavorful in an all inclusive resort like this time. A bit dissatisfied with that but still made an effort to make the best of it. They need to improve the food
2024년 5월에 4박 숙박함

6/10 - 괜찮아요

Laura

가족 여행
별로예요: 숙박 시설 상태 및 시설
The ubicacion is so far from the other areas
2024년 5월에 7박 숙박함

4/10 - 별로예요

Alan-Michael

가족 여행
좋아요: 청결 상태, 편의 시설/서비스, 숙박 시설 상태 및 시설
Resort was beautiful and my overall rating does not reflect. Staff was friendly as well my issues were the smaller details. My bed got made once over a five night stay. My water jug only got filled after I called and complained that it was empty. Regardless of the back and fourth the only way we were able to get reservations for dinners was going to the concierge and complaining. Bigger food was usually cold or dry from sitting out. There’s also randomly smells of poop throughout the resort as a result of sewage lines.
2024년 5월에 5박 숙박함

6/10 - 괜찮아요

Michael

가족 여행
좋아요: 청결 상태
Checkin and reservation process are not good.
2024년 5월에 6박 숙박함

10/10 - 훌륭해요

Susan

좋아요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
2024년 4월에 5박 숙박함

2/10 - 너무 별로예요

Miguel

단체 여행, 아이를 동반한 가족 여행
별로예요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
You can realize the lack of maintenance everywhere, there were intermittent blackout during our first night. The whole place looks old and dirty.
2024년 5월에 3박 숙박함
답변 제공: Ilse Jordan (Web Relations) 님, 2024년 5월 9일
Dear MiguelDear Guest,Thank you for your comments, we sincerely regret your feeling that there were problems with maintenance and cleanliness during your stay. We are addressing these issues and will take the necessary steps to improve.Thank you for bringing this to our attention.Sincerely,Ilse Jordan, Web Relations.

8/10 - 좋아요

Stephanie Elaine

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
The resort is beautiful. We stayed on the adults side only which I would definitely recommend if you do t have littles. The food wasn't great and getting reservations is a must.
2024년 4월에 4박 숙박함

10/10 - 훌륭해요

Michael

단체 여행, 아이를 동반한 가족 여행, 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
The resort is so beautiful. Good food and drinks. Kind stuff. Every evening they provide very good show. Very recommended.
2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 3일
We want to thank you very much for sharing with us your comments regarding your recent stay at our hotel, it was truly a delight to have been your host and we hope that our services and work team lived up to your expectations.

10/10 - 훌륭해요

Anthony

아이를 동반한 가족 여행, 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
Amazing friendly staff
2024년 4월에 6박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 3일
We want to thank you very much for sharing with us your comments regarding your recent stay at our hotel, it was truly a delight to have been your host and we hope that our services and work team lived up to your expectations.

2/10 - 너무 별로예요

John Kenneth

별로예요: 직원 및 서비스
2024년 4월에 8박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 4일
We would have liked to know your detailed comments about your recent stay at our hotel complex. They would certainly help us stay focused on customer satisfaction and meeting our hotel standards.It's a shame we didn't exceed your expectations; Please accept our sincerest apologies, it certainly does not reflect the commitment and quality we have exhibited for many years.

10/10 - 훌륭해요

Marie-Pier

단체 여행, 아이를 동반한 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
Très belle hotel avec beaucoup de nature ! Cependant, ce n’est pas l'hôtel si vous désirez faire de la plage. Parfait pour les enfants avec la piscine, jeux d’eau et kids club. Mes enfants ont adoré
2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 2일
¡Muchas gracias por su comentario! Nos alegra mucho saber que disfrutaron de su estadía en nuestro hotel y que sus hijos se divirtieron tanto con las actividades para niños. Lamentamos la afectación que tenemos de playa, pero esperamos que haya disfrutado de la naturaleza que rodea nuestras instalaciones. ¡Esperamos tener la oportunidad de recibirlos nuevamente en el futuro!

6/10 - 괜찮아요

ROBERTO OSWALDO PEREZ

가족 여행
좋아요: 청결 상태, 편의 시설/서비스, 숙박 시설 상태 및 시설
별로예요: 직원 및 서비스
El servicio del personal es muy malo, muy groseros.
2024년 4월에 4박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 1일
Nos disculpamos por la primera impresión que puedo tener en nuestro hotel, nuestra prioridad es brindar un excelente servicio al cliente durante toda su estadía y debe estar seguro que analizaremos sus inquietudes con todos los miembros de los departamento involucrados para no solo identificar sino reaccionar y resolver dichas incidencias.

8/10 - 좋아요

anahi

가족 여행
좋아요: 편의 시설/서비스, 숙박 시설 상태 및 시설
Es un hotel muy bonito, les falta un poco de limpieza en las áreas comunes y que el personal sea un poco más amable, nos topamos con varios empleados que parecían estar molestos siempre, también tuvimos problemas con el servicio a la habitación, pedimos un desayuno y una cena y nunca llegaron.
2024년 4월에 6박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 1일
Que maravilloso gusto para nosotros saber que disfrutó plenamente de unas maravillosas vacaciones, es un verdadero orgullo, pues nos hace sentir llenos de energía para continuar trabajando día a día para brindar el mejor servicio.Al mismo tiempo apreciamos mucho sus comentarios para mejorar algunos de nuestros servicios, es por comentarios como los de usted que podemos mejorar todos los aspectos del resort.

4/10 - 별로예요

Eglantine

가족 여행
좋아요: 직원 및 서비스
별로예요: 청결 상태, 편의 시설/서비스
This place isn’t for us,everywhere you go very loud music and also at night until 12am ,not relaxing for a family,the main pool have game and music all day long and so busy,plus I’m not sure if they ever clean that pool it was quit dirty,my son got skin disease and had pimples everywhere so he couldn’t go in the sun half of his vacation.impossible to get a reservation at restaurants and every time you want to talk to someone at the reception they make you wait so long you just give up,this is not a relaxing vacation it was horrible
2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 1일
What a wonderful pleasure for us to know that you fully enjoyed a wonderful vacation, it is a true pride, as it makes us feel full of energy to continue working every day to provide the best service.At the same time we greatly appreciate your comments to improve some of our services, it is through comments like yours that we can improve all aspects of the resort.

8/10 - 좋아요

Tammara

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
Very nice place
2024년 4월에 5박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 1일
We are very pleased to know that you have spent a few nice days on vacation at our hotel, we thank you for choosing us and for sharing your words and observations through this important medium.

6/10 - 괜찮아요

Steven

아이를 동반한 가족 여행
좋아요: 청결 상태, 직원 및 서비스
Property is decent. It’s good for kids, food is average at best. The pools could be better, and only 1 swim up bar with 1-2 people working is not the best, took awhile to get a drink. Overall it’s 1 3.5/5 for me, pricing I found was a bit high for the place.
2024년 4월에 6박 숙박함
답변 제공: Sandos Caracol 님, 2024년 5월 1일
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.Regarding your opinion about the attention provided by the hotel staff, be sure to react immediately to avoid this situation from happening in the future.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.We hope to have the opportunity to change your perception in the future.

8/10 - 좋아요

ANGEL GIOVANNI RODRIGUEZ

아이를 동반한 가족 여행
좋아요: 청결 상태, 편의 시설/서비스, 숙박 시설 상태 및 시설
El hotel tiene algunas habitaciones remodeladas, mejor que en las fotos de reviews, tiene varias actividades interesantes pero lo único malo que su sistema de restaurantes y reservaciones a actividades es anticuado y para todo hay q hacer filas. Pero en general fue agradable la estancia. Repetiría sin problemas.
2024년 4월에 2박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 27일
Queremos agradecerle enormemente por compartir con nosotros sus comentarios con respecto a su reciente estancia en nuestro hotel, realmente fue un deleite el haber sido su anfitrión y esperamos que nuestros servicios y equipo de trabajo estuvieran a la altura de sus expectativas.

8/10 - 좋아요

Stephen

좋아요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
Animals on the property are great!
2024년 4월에 9박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 26일
We want to thank you very much for sharing with us your comments regarding your recent stay at our hotel, it was truly a delight to have been your host and we hope that our services and work team lived up to your expectations.

8/10 - 좋아요

Danielle

단체 여행, 가족 여행
좋아요: 직원 및 서비스, 편의 시설/서비스
I don’t like that the property was built around the nature instead of tearing nature down to build the property
2024년 4월에 9박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 26일
We are sorry that our decision to preserve the nature around the property was not to your liking. As a company, we strive to be respectful of the environment and value the importance of conserving nature. We appreciate your comments and will take your opinions into account for future projects. Thanks for your feedback!

8/10 - 좋아요

Armen

좋아요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
Resort has really nice outdoor area but beach not swimmable at all.Swimming in crowded small pool not for me, i like more open ocean.Food was so so,compared to other resorts this one was lower, So what i can tell more? If you are familly whith children may be you love this as my grandchildren if not try to find aneother resort
2024년 4월에 5박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 26일
We are sorry that your experience was not completely satisfactory at our complex. We appreciate your comments and will take your observations into consideration to improve our services and meet the needs of all our guests.We understand that the pool can become crowded at times of high demand, and we are sorry that this has affected your experience as a lover of the open sea. Regarding food, we constantly work to improve the quality and variety of our dishes to satisfy the tastes of all our visitors.We appreciate your comments about the beauty of our outdoor area and are glad that your grandchildren enjoyed their stay. We hope to have the opportunity to welcome you again in the future and provide you with a more satisfactory experience. Thanks for your feedback!

6/10 - 괜찮아요

Scott

가족 여행
Room smelled like mildew. And to hard to get reservations at restaurants. And only served us the cheap liquor. Top shelf bottles not included.
2024년 4월에 4박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 26일
We are very sorry that your stay was not to your liking. We will take immediate action to address the issue of mold smell in the room and improve the availability of restaurant reservations. We will also review the quality of the drinks in the minibar to offer a better selection to our customers. We appreciate your feedback and hope to offer you a more satisfactory experience in the future.

10/10 - 훌륭해요

Page 님, leduc

아이를 동반한 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
The animals were amazing. Beautiful property. A very cool resort!
2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 25일
Thank you very much for giving us the opportunity to welcome you and your family in our little paradise, for all the staff it is always a pleasure to be at your service.

10/10 - 훌륭해요

Ann

좋아요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
2024년 4월에 8박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 26일
Muchas gracias por su visita y su calificación.Saludos desde México !!

10/10 - 훌륭해요

Katlynn

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
Amazing vacation for the entire family with plenty of dining options and activities for all ages and abilities
2024년 4월에 5박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 24일
We want to thank you very much for sharing with us your comments regarding your recent stay at our hotel, it was truly a delight to have been your host and we hope that our services and work team lived up to your expectations.

2/10 - 너무 별로예요

Irma Argelia 님, Miguel Hidalgo

가족 여행
별로예요: 청결 상태, 직원 및 서비스, 편의 시설/서비스
Muy mala atención me quejé hasta por escrito nadie me atendió me mandaron su encuesta por internet y nadie me contestó así que no tiene caso meter una reclamación por mal servicio y limpieza etcétera es un lugar al que no recomiendo regresar y eso que ya es mi tercera vez que los visité pero es en la que peor me ha ido en las anteriores les había dado muy buenas calificaciones triste pero no regresaré muy mal servicio muy mal la atención al cliente te hacen sentir como si les rogaras para que te atendieran y aún así no te atienden
2024년 4월에 4박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 24일
Lamentamos mucho que haya tenido una mala experiencia en nuestro establecimiento. Agradecemos sus comentarios y tomaremos medidas para mejorar nuestro servicio y atención al cliente. Su opinión es muy importante para nosotros y esperamos poder recuperar su confianza en una futura visita. Si desea proporcionarnos más detalles sobre su experiencia, no dude en contactarnos. Gracias por su retroalimentación.

4/10 - 별로예요

maria elena

2024년 4월에 3박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 25일
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión.

6/10 - 괜찮아요

Juan 님, Yuma

가족 여행
별로예요: 편의 시설/서비스
This resort compares to a 2 star hotel. The resort is good for families with kids, however the kids menu is limited to hotdogs, burgers and cardboard-like chicken nuggets. Its a mission to find potato fries! We stayed 7 nights in a family suite, plenty of space for a family of 4. The beds were comfortable and room service was on point. It is a hassle to make a reservation at the different restaurants, cannot reserve ahead of time, it has to be right at midnight otherwise won't be able to do so. The restaurants are very limited as to main course choice. Food at the buffets is bland, Mexican food isn't authentic for being in Mexico. Staff is very friendly. Pools were small and crowded. The beach is rocky, you have to walk ways out of the resort to access a sandy beach. Would not stay here again.
2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 24일
We are sorry to hear that your experience at our community was not completely satisfactory. We are glad to know that you enjoyed the comfort of the family suite and the room service.We take into account your comments about the limited variety on the children's menu and the lack of fries, as well as the difficulty in making reservations in restaurants. We will work to improve these aspects to guarantee a better experience for our guests in the future.We appreciate your positive words about the friendliness of the staff and we apologize for the quality of the food at the buffets and the lack of authenticity in the Mexican dishes.We are also sorry that the pools were full and that the beach was rocky. We are working to make improvements in these areas and look forward to welcoming you back in the future to show you that we have taken your feedback into account and improved our offering.Thank you for sharing your opinion with us and we hope to have the opportunity to make it up to you on your next visit.

6/10 - 괜찮아요

Virginia

좋아요: 청결 상태, 숙박 시설 상태 및 시설
별로예요: 직원 및 서비스
2024년 4월에 6박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 24일
Le agradecemos mucho que se haya tomado el tiempo de manifestar su calificación sobre su estancia con nosotros.

10/10 - 훌륭해요

Ashily

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
I like the food the customer service my kids enjoyed the pool very good hotel
2024년 4월에 4박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 23일
Thank you very much for giving us the opportunity to welcome you in our little paradise, for all the staff it is always a pleasure to be at your service.We will eagerly await your return so we can provide you with the excellent service you deserve.

10/10 - 훌륭해요

MARIA

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
One of the best eco stays I have been! I highly recommend this for families with kids. We had a blast.
2024년 4월에 4박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 22일
We want to thank you very much for sharing with us your comments regarding your recent stay at our hotel, it was truly a delight to have been your host and we hope that our services and work team lived up to your expectations.

6/10 - 괜찮아요

holly

가족 여행
좋아요: 청결 상태
별로예요: 편의 시설/서비스, 숙박 시설 상태 및 시설
Very unorganized
2024년 3월에 6박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 22일
We apologize for the first impression you may have at our hotel, our priority is to provide excellent customer service throughout your stay and you should be assured that we will discuss your concerns with all members of the departments involved to not only identify but react and resolve. . such incidents.

10/10 - 훌륭해요

Kathleen Marie

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
For the first time staying at an all inclusive it was great in our opinion. The room was nice and modern. The staff was all friendly and attentive. We did have an issue with no bath towels and the toilet was plugged in our room upon arrival but then brought us towels when requested and sent some one to fix the the toilet promptly. The a la carte restruants where hard to get into but if you talked to the hostess they let you know if there was cancelation and and get you in. Lots of critters to see and things to do. The monkeys are adorable but steal things so watch out!
2024년 4월에 3박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 22일
What a wonderful pleasure for us to know that you fully enjoyed a wonderful vacation, it is a true pride, as it makes us feel full of energy to continue working every day to provide the best service.At the same time we greatly appreciate your comments to improve some of our services, it is through comments like yours that we can improve all aspects of the resort.

10/10 - 훌륭해요

Aaron

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
This resort is very family friendly. Lots of free activities available for all ages. The staff are very helpful and friendly. The food was incredible with the main buffet featuring an extensive assortment of foods, adult and child friendly. My only minor request is that they have vegetarian protein options available.
2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 22일
Thank you very much for choosing Sandos Caracol as your vacation spot!We are glad to know that you enjoyed a relaxing and incredible vacation at our hotel and we appreciate your time to share your experience.Our entire team will be happy to read such good and positive comments. All the staff hope to welcome you very soon, to pamper you as you only deserve.

8/10 - 좋아요

Jody

가족 여행
좋아요: 청결 상태, 편의 시설/서비스
별로예요: 직원 및 서비스
Lots of wildlife and jungle. Food was very good. There was lots of shade around the pool. The room was very nice, clean and well maintained. The maid service for the room was exceptional! The night entertainment was very well done as well, especially the Michael Jackson impersonator! The restaurant situation was ridiculous. You have to wake up at midnight to make a reservation or you risk not getting one, and now you can only reserve four times a week. This means you are in the buffet for almost half your trip which was not disclosed until we got there. Don't expect to sit a group of eight together for meals. You can only reserve 6 maximum and they really don't seem to want to help you sit with any of your family not staying in your room. They don't follow their own activity schedule as far as activities during the day. For instance, they have water volleyball scheduled for noon everyday written on every sign pertaining to such things, yet not once in the 9 days we were there did that actually happen. They few days they actually bothered doing it they either had it at eleven am or four pm with no announcement of schedule change. It was the first resort where i felt like I was treated like just a stupid tourist who didn't really know what they wanted so any answer to shut me up would work.
2024년 4월에 8박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 20일
We are delighted to receive your feedback and that you have visited us recently, we wanted to thank you for let us know about your experience and that you were content with the service in general. Your honest opinion can be a valuable reference for other customers who are thinking to stay with us, so we deeply appreciate the time you took to share it. If you choose us again as your holiday destination it will be pleasure to serve you again in the best possible way. We would like to welcome you again at our hotel to spend here another memorable holiday.

8/10 - 좋아요

Pamela

가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
Wonderful! We loved the activities, jungle, and animals! We could always get chairs at the pool no matter what time of day, our room was huge and kids loved the waterslides. The shows were spectacular but some hard to view. The booking system for restaurants was not convenient but were worth the trouble as the food was great!
2024년 4월에 8박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 20일
Thank you for choosing our facilities as your vacation destination. We are glad to know that you thoroughly enjoyed your vacation at the resort.It was an honor for our entire team to be of service to you and make your vacation enjoyable.

8/10 - 좋아요

LUZ

단체 여행, 연인과의 여행, 아이를 동반한 가족 여행, 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
Good place for family vacation
2024년 4월에 4박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 20일
We are glad to know that you have spent a nice vacation in our hotel, we thank you for choosing us and for sharing your words and observations through this important medium.

8/10 - 좋아요

Charlene

2024년 4월에 4박 숙박함

10/10 - 훌륭해요

Joel

좋아요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
2024년 2월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 20일
Thank you very much for your review, we would have loved to know your opinion.We hope to welcome you again.

6/10 - 괜찮아요

Kelly 님, One hundred mile house

아이를 동반한 가족 여행, 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 숙박 시설 상태 및 시설
All the staff were very friendly, and the grounds around the property are very well kept. We loved all the wildlife that are living in the resort, monkeys, cote’s iguana’s and even cats .Having to book the a la carte restaurants at 12 am is very frustrating after being in the sun all day and then having to set an alarm was a pain, so be aware of that. The beach is rocky there are spots to walk out but not many. Highly recommend bringing water shoes, also bring your own refillable water bottles as there is only water coolers and plastic cups no water bottles . You can however buy straw cups and hot cups at the souvenir shop at $30 US. We got dinged at the end of our stay for our beach towel cards not all being returned . $50 U.S per towel card !! That was 3 cards in this case…One of our party got sick at the pool and we left our stuff there to take them back to our room, when we returned our stuff was gone. We tried to tell the front desk that but it didn’t matter. Our room was missed being cleaned once and was missed for drink restocking 2x as well as coffee for our pot 3x . We even left tips daily for the cleaners. Was a great first experience for our kids to take in the sites and some of their culture in Mexico, but we won’t be back to this resort .
2024년 4월에 8박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 18일
Thank you for sharing your experience with us. We are glad to know that you enjoyed the friendliness of the staff and the beauty of the gardens. We are sorry to hear about the inconveniences you experienced during your stay, such as restaurant reservations at an inconvenient time and the beach towel situation. We will take your comments into account to improve our services in the future. We hope that despite the inconveniences, you were able to enjoy Mexico and its culture. Thank you for choosing our resort and we hope to see you again in the future!

8/10 - 좋아요

Sean

아이를 동반한 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
This resort was great. We didnt have high expectations for the food and it was actually very good. The animals in the resort did make it unique. The only complaint we had was the drinks at the bars. Everything was premixed syrup and tasted like sucralose.
2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 12일
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

8/10 - 좋아요

Blair

좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스
Food was good Service was good
2024년 2월에 14박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 11일
Thank you very much for giving us the opportunity to welcome you in our little paradise, for all the staff it is always a pleasure to be at your service.We will eagerly await your return so we can provide you with the excellent service you deserve.

8/10 - 좋아요

Darren James

2024년 4월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 17일
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente

6/10 - 괜찮아요

Melinda 님, Waterford

가족 여행
별로예요: 숙박 시설 상태 및 시설
We were very disappointed this time at the resort. It’s really gone downhill since we were here 6 years ago. If you were not on the app right at midnight to book a reservation for dinner you could not get a reservation. Literally everything was booked by 12:01. It was very frustrating. We arrived 13 mins late for one reservation due to snorkeling and they refused to seat us. We were all dressed up and excited (just me and my daughter) and they turned us away. I had to be down at the pool no later than 8am to get a chair for us. The room service food was very limited. No substitutions allowed. (Simple, like add cheese). I bought a ring in the Mexican market shopping night. The guy sold me a ring for more than double the cost of the jewelry store at the resort. When I came back and confronted him and requested a refund or a proper price they got very nasty and basically told me too bad. I bought another item at the jewelry store at the resort. Wasn't given a receipt. They have a sign that says if you didn’t receive a receipt, email us within 30 minutes and you will get a store credit. I did just that and they told me sorry. You don’t get that. I looked at my charge in my Amex app and he had charged me more than double. Almost $500. I had to go back in and Have the transaction voided and put back through. Had I not realized it, we would have been SOL. It seemed to have Been done on purpose. Also no animals like there used to be. Gone yet still advertised on their maps.
2024년 3월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 12일
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.Regarding your opinion about the attention provided by the hotel staff, be sure that we will react immediately to prevent this situation from happening in the future.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

6/10 - 괜찮아요

Joshua

가족 여행
좋아요: 청결 상태
별로예요: 직원 및 서비스
The wildlife and jungle experience is amazing and a lot of cool things to do for free around the property but the food is absolutely horrible and almost impossible to get into a-la-cartes. The couple we did get into, the food was not much better. The main buffet was very disorganized of where things were placed making wait times much longer.
2024년 2월에 10박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 10일
En nombre de todo el equipo que conforma nuestro hotel, queremos extenderle un cordial saludo y agradecerle por sus sinceras palabras tocante a nuestros servicios y su reciente visita a estos. Realmente sentimos leer que no cumplimos con sus expectativas, como parte de una familia única siempre nos esforzamos por ver nuestros puntos fuertes y trabajar en equipo para mejorar en los débiles, por favor tenga la bondad de aceptar nuestras disculpas si en algún momento no la hicimos sentir como esperaba.Agradecemos su confianza y puede tener la seguridad de que haremos nuestro mejor esfuerzo para mejorar cada día aun más.

8/10 - 좋아요

ANA ISABEL

좋아요: 청결 상태
2024년 3월에 4박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 11일
Muchas gracias por su valoración, nos hubiera encantado conocer su opinión. Esperamos darle la bienvenida nuevamente.

6/10 - 괜찮아요

Kali Frances

아이를 동반한 가족 여행, 가족 여행
좋아요: 청결 상태, 직원 및 서비스
Only book here if you enjoy eating buffet for your entire stay. Their A La Carte dining options are a joke to try and book. They say at midnight you can book dinner for the next day, but when you try to book you get errors on the app. Youll have to come up with some sob story to tell the concierge so that they book you into a resturaunt - but even then, they will book you for a different one than you asked for,
2024년 4월에 6박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 10일
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

4/10 - 별로예요

heather

가족 여행
좋아요: 직원 및 서비스
Resort is getting dated, rooms need a renovation. A la Carte reservation system needs an immediate improvement. Not enough restaurants for the number of people on resort. You need to reserve at midnight for the next day…if you log on at 12:03, all reservations are taken…maybe the Royal Elite members are given preference. If so they definitely should not advertise so many a la cartes. Even the buffets had line ups to get in. And the food was always cold and kinda gross.
2024년 3월에 7박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 10일
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and we will be sure that we will constantly strive for excellence in our services.

8/10 - 좋아요

Karin m

아이를 동반한 가족 여행
좋아요: 청결 상태, 직원 및 서비스, 편의 시설/서비스, 숙박 시설 상태 및 시설
Rooms were immaculate. Food was overall ok- loved the al la carte restaurants. The jungle was lovely but the pools were too small for the resort size and volume of people- cloudy and needed way more filtering.
2024년 3월에 9박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 10일
What a wonderful pleasure for us to know that you fully enjoyed a wonderful vacation, it is a true pride, since it makes us feel full of energy to continue working every day to provide the best service.At the same time we greatly appreciate your comments to improve some of our services, it is through comments like yours that we can improve all aspects of the resort.

4/10 - 별로예요

Cuitlahuac 님, Long Beach

단체 여행, 가족 여행
별로예요: 청결 상태, 직원 및 서비스, 편의 시설/서비스
Staff needs to be better trained and Expedia sold us ocean view room and we didnt get it.
2024년 4월에 5박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 10일
On behalf of our team we thank you for taking the time to put together the details of your vacation experience at Sandos Caracol Eco Resort.We apologize for any impression you may have at our hotel at this time, our priority is to provide excellent customer service throughout your stay.All your observations have been sent to the General Management of the complex since guest satisfaction is our priority and rest assured that we will constantly strive for excellence in our services.

4/10 - 별로예요

Teresa Lorelei 님, Alpine

가족 여행
좋아요: 직원 및 서비스
별로예요: 청결 상태, 숙박 시설 상태 및 시설
The property was outdated and flies and bugs in the room. The pools were dirty and we couldn’t get reservations for any other dining the entire stay so we ate at the buffets everyday. Our air conditioning broke and for two days we were sweating in our rooms and they never got it working. At night I slept with no sheets because it was too hot.
2024년 4월에 5박 숙박함
답변 제공: Sandos Caracol 님, 2024년 4월 10일
On behalf of the entire team that makes up our hotel, we want to extend a cordial greeting and thank you for your sincere words regarding our services and your recent visit to them.We are truly sorry to read that we did not meet your expectations, as part of a unique family we always strive to see our strong points and work as a team to improve on the weak ones, please be kind enough to accept our apologies if at any time we did not do so. . feel as expected.We appreciate your trust and we can be sure that we will do our best to improve even more every day.