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Sandos Caracol Eco Resort - All Inclusive

4.0 star property
All-inclusive beachfront property with free water park, near Gran Coyote Golf

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your current months are December, 2024 and January, 2025.
December 2024
January 2025

Photo gallery for Sandos Caracol Eco Resort - All Inclusive

Aerial view
Aerial view
Eco Family Superior | Free minibar, in-room safe, desk, laptop workspace
Lake
Waterslide

Reviews

6.6 out of 10

Good

Popular amenities

  • Free breakfast
  • Bar
  • Airport transfer
  • Pool
  • Gym
  • Spa
Main amenities
  • Daily housekeeping
  • On the beach
  • 9 restaurants and 2 poolside bars
  • 9 bars/lounges
  • Full-service spa
  • 3 outdoor pools and 5 spa tubs
  • Free water park
  • 2 outdoor tennis courts
  • Health club
  • Sauna
  • Steam room
  • Free use of bicycles
Feel at home
  • Children's pool
  • Children's club
  • Playground on site
  • Private bathroom
  • Garden
  • Terrace

Room options

Available filters for rooms
Showing 31 of 31 rooms

View all photos for Eco Family Suite

Eco Family Suite | Free minibar, in-room safe, desk, laptop workspace

Eco Family Suite

Highlights

Balcony
Air conditioning
Free minibar items
Plasma TV
Renovated in 2017
Blackout drapes/curtains
Ceiling fan
Separate bedroom
  • 441 sq ft
  • Sleeps 5
  • 1 King Bed and 1 Twin Bunk Bed

View all photos for Eco Family Superior

Eco Family Superior | Free minibar, in-room safe, desk, laptop workspace

Eco Family Superior

Highlights

Balcony
Air conditioning
Free minibar items
Plasma TV
Renovated in 2017
Blackout drapes/curtains
Ceiling fan
Hair dryer
  • 322 sq ft
  • Sleeps 4
  • 1 King Bed and 1 Twin Bunk Bed

View all photos for Superior Select Adults Only

Free minibar, in-room safe, desk, laptop workspace

Superior Select Adults Only

Highlights

Balcony
Air conditioning
Free minibar items
Plasma TV
Blackout drapes/curtains
Ceiling fan
Hair dryer
Private bathroom
  • 420 sq ft
  • Sleeps 2
  • 1 King Bed OR 2 Queen Beds

View all photos for Penthouse Select Adults Only

Free minibar, in-room safe, desk, laptop workspace

Penthouse Select Adults Only

Highlights

Balcony
Air conditioning
Free minibar items
Plasma TV
Blackout drapes/curtains
Ceiling fan
Separate bedroom
Hair dryer
  • 667 sq ft
  • Sleeps 2
  • 1 King Bed and 1 Twin Sofa Bed

View all photos for Deluxe Select Adults Only

Deluxe Select Adults Only | Free minibar, in-room safe, desk, laptop workspace

Deluxe Select Adults Only

Highlights

Balcony
Private indoor spa tub
Air conditioning
Free minibar items
Plasma TV
Blackout drapes/curtains
Ceiling fan
Hair dryer
  • 441 sq ft
  • Sleeps 2
  • 1 King Bed and 1 Twin Sofa Bed

View all photos for Pool View 1 Bedroom Suite

Pool View 1 Bedroom Suite | Free minibar, in-room safe, desk, laptop workspace

Pool View 1 Bedroom Suite

Highlights

Balcony
Air conditioning
Free minibar items
Plasma TV
Blackout drapes/curtains
Ceiling fan
Separate bedroom
Hair dryer
  • 667 sq ft
  • Ocean view
  • Sleeps 4
  • 1 King Bed and 1 Twin Sofa Bed

View all photos for Pool View Penthouse

Pool View Penthouse | Free minibar, in-room safe, desk, laptop workspace

Pool View Penthouse

Highlights

Balcony
Private indoor spa tub
Air conditioning
Free minibar items
Plasma TV
Blackout drapes/curtains
Ceiling fan
Separate bedroom
  • 676.1 sq ft
  • Ocean view
  • Sleeps 4
  • 1 King Bed and 1 Twin Sofa Bed

View all photos for Pool View Superior

Pool View Superior | Free minibar, in-room safe, desk, laptop workspace

Pool View Superior

Highlights

Balcony
Air conditioning
Free rollaway/extra beds
Free cribs/infant beds
Free minibar items
Plasma TV
Blackout drapes/curtains
Ceiling fan
  • 420 sq ft
  • Ocean view
  • Sleeps 4
  • 2 Queen Beds OR 1 King Bed

View all photos for Eco Family Penthouse

Free minibar, in-room safe, desk, laptop workspace

Eco Family Penthouse

Highlights

Balcony
Air conditioning
Free minibar items
Plasma TV
Blackout drapes/curtains
Ceiling fan
2 bedrooms
Hair dryer
  • 689 sq ft
  • Sleeps 5
  • 1 King Bed and 1 Large Twin Bunk Bed

View all photos for Suite Premium With Garden View

Free minibar, in-room safe, desk, laptop workspace

Suite Premium With Garden View

  • Sleeps 4
  • 1 Full Bunk Bed(s) and 1 King Bed(s) OR 1 King Bed(s) and 3 Twin Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 4
  • 1 Full Bunk Bed(s) and 1 King Bed(s) OR 2 Queen Bed(s)

View all photos for Suite Premium With Garden View

Free minibar, in-room safe, desk, laptop workspace

Suite Premium With Garden View

  • Sleeps 5
  • 1 King Bed(s) and 3 Twin Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 3
  • 2 Queen Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 5
  • 1 Twin Sofa Bed(s) and 2 Queen Bed(s)

View all photos for Suite Premium With Garden View

Free minibar, in-room safe, desk, laptop workspace

Suite Premium With Garden View

  • Sleeps 5
  • 1 King Bed(s) and 3 Twin Bed(s)

View all photos for Suite Premium With Garden View

Free minibar, in-room safe, desk, laptop workspace

Suite Premium With Garden View

  • Sleeps 2
  • 1 Full Bunk Bed(s) and 1 King Bed(s) OR 1 King Bed(s) and 3 Twin Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 2
  • 2 Queen Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 3
  • 2 Queen Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Premium With Garden View

Free minibar, in-room safe, desk, laptop workspace

Suite Premium With Garden View

  • Sleeps 4
  • 1 King Bed(s) and 3 Twin Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 4
  • 2 Queen Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 4
  • 2 Queen Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Master With Pool View

Free minibar, in-room safe, desk, laptop workspace

Suite Master With Pool View

  • Sleeps 4
  • 1 Full Sofa Bed(s) and 1 King Bed(s) OR 2 Full Bed(s)

View all photos for Suite Premium

Free minibar, in-room safe, desk, laptop workspace

Suite Premium

  • Sleeps 3
  • 1 King Bed(s) and 3 Twin Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Room Superior

Free minibar, in-room safe, desk, laptop workspace

Room Superior

  • Sleeps 4
  • 1 Full Bunk Bed(s) and 1 King Bed(s) OR 2 Full Bed(s)

View all photos for Suite Premium With Pool View

Free minibar, in-room safe, desk, laptop workspace

Suite Premium With Pool View

  • Sleeps 4

View all photos for Suite Premium

Free minibar, in-room safe, desk, laptop workspace

Suite Premium

  • Sleeps 4
  • 1 King Bed(s) and 3 Twin Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Room Superior With Pool View

Free minibar, in-room safe, desk, laptop workspace

Room Superior With Pool View

  • Sleeps 4
  • 2 Full Bed(s)

View all photos for Suite Premium

Free minibar, in-room safe, desk, laptop workspace

Suite Premium

  • Sleeps 4
  • 1 King Bed(s) and 3 Twin Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 3
  • 2 Queen Bed(s) OR 1 Full Bunk Bed(s) and 1 King Bed(s)

View all photos for Suite Premium With Garden View

Free minibar, in-room safe, desk, laptop workspace

Suite Premium With Garden View

  • Sleeps 2
  • 1 Full Bunk Bed(s) and 1 King Bed(s) OR 1 King Bed(s) and 3 Twin Bed(s)

View all photos for Suite Superior With View

Free minibar, in-room safe, desk, laptop workspace

Suite Superior With View

  • Sleeps 5
  • 1 Twin Sofa Bed(s) and 2 Queen Bed(s)

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Aerial view

Sandos Playacar All Inclusive

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7.4 out of 10, Good, (1398)
Sandos Playacar All Inclusive
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About the neighborhood

Map
Carretera Cancún Chetumal Km. 295, Playa del Carmen, QROO, 77710

What's nearby

  • Playa Xcalacoco - 12 min walk - 1.0 km
  • Gran Coyote Golf - 8 min drive - 4.4 km
  • Punta Esmeralda Beach - 8 min drive - 2.5 km
  • Quinta Avenida - 13 min drive - 9.5 km
  • Quinta Alegría Shopping Mall - 13 min drive - 9.9 km

Getting around

  • Cancun Intl. Airport (CUN) - 46 min drive
  • Cozumel Intl. Airport (CZM) - 12.6 miles/20.2 km
  • Airport shuttle (surcharge)

Restaurants

  • ‪The Fives Plaza - ‬19 min walk
  • ‪La Laguna - ‬3 min walk
  • ‪Marley Coffee - ‬19 min walk
  • ‪Arezzo - ‬14 min walk
  • ‪Breeze Pool Bar - ‬14 min walk

About this property

Sandos Caracol Eco Resort - All Inclusive

At Sandos Caracol Eco Resort - All Inclusive, you can spend time at the beach enjoying beach umbrellas, beach massages, and yoga, plus you'll be within a 15-minute drive of Mamitas Beach. There's plenty of fun with the 3 outdoor pools and free water park, and guests in the mood for pampering can visit the spa to indulge in deep-tissue massages, aromatherapy, and hydrotherapy. Dining choices include 9 restaurants and the 2 poolside bars are great places to grab a cold drink. Other highlights at this all-inclusive property include 9 bars/lounges, a health club, and a fitness center. Fellow travelers like the family-friendly amenities.

All inclusive

This property is all-inclusive. Onsite food and beverages are included in the room price (some restrictions may apply).

Gratuities and taxes

Gratuities are included.

Food and beverages

All buffet and à la carte meals, snacks, and beverages included
In-room minibar (all beverages included)

Water activities

Kayaking
Sailing
Scuba-diving lessons
Snorkeling
Surfing/body boarding

Land activities

Bicycling
Fitness facilities
Tennis
Volleyball

Lessons/classes/games

Aerobics
Cooking
Dancing
Language
Yoga

Entertainment

Onsite entertainment and activities
Access to onsite nightclubs
Onsite live performances
Theme parties

Languages

Dutch, English, Italian, Spanish

At a glance

Hotel size

  • 956 rooms
  • Arranged over 3 floors

Arriving/Leaving

  • Check-in start time: 3:00 PM; Check-in end time: 11:30 PM
  • Early check-in subject to availability
  • Late check-in subject to availability
  • Minimum check-in age: 18
  • Check-out time is noon
  • Late check-out subject to availability

Restrictions related to your trip

  • Check COVID-19 restrictions.

Special check-in instructions

  • Front desk staff will greet guests on arrival

Required at check-in

  • Credit card required for incidental charges
  • Government-issued photo ID may be required
  • Minimum check-in age is 18

Children

  • Children's club

Pets

  • Pets not allowed

Internet

  • Free WiFi in public areas

Parking

  • Free onsite self parking

Transfers

  • Airport shuttle*

Other information

  • Designated smoking areas

Property amenities

Food and drink

  • Free buffet breakfast each morning 7:00 AM–11:00 AM
  • 9 restaurants
  • 9 bars/lounges
  • 2 poolside bars
  • Swim-up bar
  • Coffee/tea in a common area
  • Snack bar/deli

Traveling with children

  • Children's club
  • Free water park access
  • Children's pool
  • Playground

What to do

  • On the beach
  • Tennis
  • Beach yoga
  • Fitness classes
  • Beach volleyball
  • Basketball
  • Ecotours
  • Hiking/biking trails
  • Scooter/moped rentals
  • Kayaking
  • Parasailing
  • Sailing
  • Personal watercraft (motorized)
  • Scuba diving
  • Snorkeling
  • Shopping
  • Pool table
  • Golfing nearby
  • Windsurfing nearby
  • Skydiving nearby

Working away

  • Meeting rooms

Services

  • 24-hour front desk
  • Concierge services
  • Tour/ticket assistance
  • On-site car rental
  • Dry cleaning/laundry services
  • Hair salon
  • Luggage storage
  • Wedding services
  • Multilingual staff
  • Porter/bellhop
  • Free bicycle rentals
  • Beach sun loungers
  • Beach towels
  • Beach umbrellas
  • Pool loungers
  • Pool umbrellas

Facilities

  • Built in 2005
  • ATM/banking
  • Safe-deposit box at front desk
  • Garden
  • Terrace
  • Health club
  • Adjacent to a golf course
  • 3 outdoor pools
  • Free water park
  • Full-service spa
  • 5 spa tubs
  • 2 outdoor tennis courts
  • Sauna
  • Massage/treatment rooms
  • Steam room
  • Waterslide
  • Banquet hall

Accessibility

  • Upper floors accessible by stairs only

Room amenities

Be entertained

  • Plasma television
  • Satellite TV channels

Home comfort

  • Air conditioning
  • Ceiling fan
  • Free stocked minibar
  • Coffee/tea maker
  • Iron/ironing board

Sleep well

  • Blackout drapes/curtains
  • Bed sheets provided

What to enjoy

  • Balcony

Freshen up

  • Private bathroom
  • Shower only
  • Free toiletries
  • Hair dryer
  • Towels
  • Toilet paper

Stay connected

  • Desk
  • Phone

More

  • Daily housekeeping
  • In-room safe (laptop compatible)

Special features

Spa

SPA SANDOS has 16 treatment rooms including rooms for couples and outdoor treatment areas. Massages are available on the beach and in the spa; other services include deep-tissue massages, hot stone massages, and sports massages. A variety of treatment therapies are provided, including aromatherapy, hydrotherapy, and reflexology. The spa is equipped with a sauna, a spa tub, a steam room, and Turkish bath/hammam.

The spa is open daily. Guests under 18 years old are not allowed in the spa.

Fees & policies

Refundable deposits

  • A damage deposit of MXN 5000 will be collected before check-in

Optional extras

  • Airport shuttle service is offered for an extra charge
  • Late check-out can be arranged for an extra charge (subject to availability)

Renovations and closures

The property will be renovating from November 7 2024 to November 11 2024 (completion date subject to change). The following areas are affected:
  • One of the dining venues
During renovations, the property will make every effort to minimize noise and disturbance.

Pool, spa, & gym (if applicable)

  • Guests under 18 years old are not allowed in the health club, fitness facility, or spa tub, while guests under 6 years old are only allowed in the swimming pool with adult supervision
  • Guests under 18 years old are not allowed in the spa

Policies

Only registered guests are allowed in the guestrooms.
This property does not have elevators.
Guests can rest easy knowing there's window guards on site.
This property welcomes guests of all sexual orientations and gender identities (LGBTQ+ friendly).
This property accepts credit cards, debit cards and cash.
A fee for a mandatory New Year's Eve gala dinner is included in the total price displayed for stays on December 31.

Also known as

Caracol Eco
Caracol Sandos
Caracol Sandos Eco Resort
Eco Caracol Sandos
Eco Sandos Resort
Sandos Caracol Eco
Sandos Caracol Eco Playa del Carmen
Sandos Caracol Eco All Inclusive Playa del Carmen
Sandos Caracol Eco Resort All Inclusive Playa del Carmen
Sandos Eco Resort
Caracol Beach
Caracol Village Hotel Playa Del Carmen
Hotel Sandos Caracol Eco
Sandos Caracol Beach Resort Spa
Sandos Caracol Eco Hotel
Sandos Caracol Mexico
Sandos Caracol Riviera Maya

Frequently asked questions

Is there a pool at Sandos Caracol Eco Resort - All Inclusive?
Yes, there are 3 outdoor pools and a children's pool.
Are pets allowed at Sandos Caracol Eco Resort - All Inclusive?
Sorry, pets aren't allowed.
Is parking offered on site at Sandos Caracol Eco Resort - All Inclusive?
Yes, there's free self parking.
Is airport shuttle service offered by Sandos Caracol Eco Resort - All Inclusive?
Yes, an airport shuttle is available.
What are the check-in and check-out times at Sandos Caracol Eco Resort - All Inclusive?
Check-in start time: 3:00 PM; Check-in end time: 11:30 PM. Check-out time is noon. Late check-out is available for a charge (subject to availability).
Is there an onsite casino at Sandos Caracol Eco Resort - All Inclusive?
No, this property doesn't have a casino, but Riviera Gran Casino (13-min drive) is nearby.
What is there to do at Sandos Caracol Eco Resort - All Inclusive and nearby?
Have fun with onsite activities like kayaking, parasailing, and sailing and improve your game at the onsite tennis courts. Additional recreation onsite includes fitness classes, basketball, and ecotours. Indulge in a treatment at the spa and soothe your senses in one of the 5 spa tubs. Sandos Caracol Eco Resort - All Inclusive also has 2 poolside bars, 9 bars, and a sauna, as well as a steam room and a garden.
Are there restaurants at or near Sandos Caracol Eco Resort - All Inclusive?
Yes, there are 9 onsite restaurants.
Does Sandos Caracol Eco Resort - All Inclusive have any outdoor private spaces?
Yes, every room features a balcony.
What's the area around Sandos Caracol Eco Resort - All Inclusive like?
Sandos Caracol Eco Resort - All Inclusive is a short 12-minute walk from Playa Xcalacoco and 9 minutes' walk from Chun-Zumbul (diving site).

Reviews

6.6

Good

7.6/10

Cleanliness

7.0/10

Staff & service

7.0/10

Amenities

7.0/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

8/10 Very Good

Tracy, 4-night trip
Verified Hotels.com guest review

10/10 Exceptional

Anthony, 7-night family trip
Verified Hotels.com guest review

10/10 Exceptional

We had an amazing family vacation. Staff were super attentive and friendly at all times even waiting a few mins at the check in we got offered drinks right as we arrived. My kids ages 5 & 7 loved the water park. Plenty of snacks, food and drinks for everyone. Enjoyed all the wild animals on the property and the magical cenote which is a natural pool.
charles, 5-night family trip
Verified Hotels.com guest review

4/10 Fair

The property was run down, the food at all the restaurants was very bland and much of it was inedible. One meal everyone’s plate came out cold and soggy. The drinks were terrible, they all were watered down and none of them even tasted like what you ordered and some when asked what ingredients were added, they were completely wrong. There weren’t really any activists to do each day, at the property and the ones that were provided were pretty boarding. The rooms were kind of run down and items were broken or starting to break. I don’t think the cost of the property is up to par with what I paid. I would tell anyone that was thinking of staying her that it isn’t worth the cost.
4-night trip with friends
Verified Hotels.com guest review

8/10 Very Good

Beautiful Property
The facilities were nice! Very clean and the staff was wonderful. The food and drinks were terrible. I was not impressed with the food and watered down drinks.
Samantha, 4-night family trip
Verified Hotels.com guest review

8/10 Very Good

fridge and water in the rooms doesnt get cold enough
glenn, 6-night family trip
Verified Expedia guest review

2/10 Poor

Never would stay here again all the poor reviews were true
michael jason, 9-night family trip
Verified Expedia guest review

6/10 Good

We loved all the animals on site!! However my husband and myself got quite sick the first couple days, we assume it was the food. This did happen also the last time we came here. I dont think we will return because of it!! We also booked this hotel for the watersides but quickly found out that our 8 year old who is 4.5 feet tall couldnt go on the big ones...so that was disappointing as well!!! The pools are also quite warm and provide no relief from the hot sun. The cenote was amazing!! Probably our favorite part ! Overall i would give this hotel a 4/10 rating
Jessica, 8-night trip
Verified Expedia guest review

8/10 Very Good

Check in took to long :2 hrs
Laura, 5-night family trip
Verified Expedia guest review

2/10 Poor

No power no power in the property. Very dirty. No customer service limited food worst experience ever
Jesus, 5-night family trip
Verified Expedia guest review

8/10 Very Good

The property was in the jungle and was beautiful! The adult pool was really nice but the water was warm. The other pools were mediocre. Lots of dining options but food and drinks were just “o’k”. We went there for the wildlife and we’re not disappointed. We saw monkeys almost everyday! That was awesome! Employees were all very nice. Front desk is small and it took 1 1/2 hours to check in!
Kimberly, 5-night family trip
Verified Expedia guest review

10/10 Exceptional

One main thing that I would just change is their food buffet wasn’t really that good in season well but everything else in this hotel I truly loved
Alana, 3-night trip
Verified Expedia guest review

10/10 Exceptional

Sheri Lynn, 6-night trip
Verified Expedia guest review

8/10 Very Good

Overall it was good., The jungle environment was great and the kids enjoyed seeing all the different animals. Staff were friendly and attended to all our requests/queries. Pool facilities were also decent. Area for improvement - The hotel offers an international restaurant, an italian restaurant and a mexican restaurant option where reservations are not required. The food choice and quality here was average. Whilst the Italian restaurant had very little Italian food options. System to book restaurants (japanese and brazilian) that required a reservation was unfair. People were required to log in at midnight to a reserve a table. We tried a number of times and were unsuccessful. We complained and were given a reservation at the japanese restaurant.
Kevin, 11-night family trip
Verified Hotels.com guest review

2/10 Poor

When we got to the hotel our rooms (2 separate rooms bcs we traveled with other family members) were not ready. We decided to go eat at their buffet. The food was hard and dry like it had been sitting there for hours. We asked around people who where there days prior and they said that its typically that way every day. When speaking to other guests, they warned us about bed bugs. When we went to the front desk there was a family checking out due to the bed bug bites they and their children had from just 1 night. When we finally got to our rooms, both rooms were infested with bed bugs. At that point we decided to leave and go to another Hotel. Now that weve returned the Hotel is saying that we forfeited any possibility of a refund. STAY ABSOLUTELY AWAY FROM THIS HOTEL.
Ricardo, 5-night family trip
Verified Orbitz guest review

2/10 Poor

Evelyn, 5-night trip
Verified Expedia guest review

8/10 Very Good

Very good family property
Jeremyah, 4-night romance trip
Verified Expedia guest review

4/10 Fair

The property itself was not well kept and neither were the rooms. We upgraded to a penthouse suite and to be honest I have been in hostels with nicer beds and furniture. I’m not big on believing the food claims about these all inclusive resorts as you have to temper your expectation. However, this resort the food was horrible the specialty restaurants with the exception of Los Liros (which was phenomenal) had horrible food and we even had bugs running around on our plates at one of them. Some of the staff were awesome and others were beyond rude. I was curious about the vacation club and the presentation was so hostile and disgusting they wouldn’t even talk to me about it and provide information without getting my Visa card first. This resort was a horrible experience that I would never ever return to and I highly suggest people avoid this place like the plague.
Robert David, 14-night family trip
Verified Expedia guest review

4/10 Fair

We visited March 2023. I booked this hotel based on the water park pictures since we were traveling with kids. The water park was honestly the highlight of our trip and everyone working that area was amazing, fun to speak to. The kids enjoyed it. However, the adults did not share the same sentiment. All the restaurants were booked from the day we arrived until the day we were departing. We were forced to eat at the buffet daily until we complaint and were accommodated to eat at the worse restaurant they could have offered, the manager there was visibly not pleased with our presence and went above and beyond to ruin the night “ I lament not remembering his name”. He had an angry face, food was late, cold, poorly presented. Horrible experience. We also complained to manager Julio who lacks every once of customer service, he was mean, we just walked away. At the lobby upon arriving someone was introducing us the idea of buying into the resort, this, before we even knew where the restrooms were. Unbelievable, they are selling a product before we know the product. We meet staff whom we share our misery with and honesty tried to help. They were Elisa and Arthuro. They should both be promoted to managers. We travel once or twice a year. We would never recommend this place nor go back.
Christian Michael, 4-night family trip
Verified Travelocity guest review

4/10 Fair

Esther Nelly, 5-night trip
Verified Expedia guest review

2/10 Poor

Do not stay here ! children endangered !
Do not stay here ! Especially if you have children! this is not a 5 star hotel! And should be removed from booking sites. I caught multiple staff members taking pictures and videos of my Kids and other kids sending them to who knows who on their iphones. Even when I told them do not take pictures of my children they do not have permission they continued to do so. We were asked to take a picture of our o n e year old daughter she was the best they seen. We experienced d r u g g ing at pool, and chemical burns from pool. This resort is not safe. We were afraid to drink and eat here ! The restaurants have no ac. Food highly processed in edible. There are no proper locks on rooms we did not sleep . Even with all this they will not refund ! I repeat do not stay here ! I have never felt so unsafe for my family. Reviews that are posted with good reviews are all fake! Beware!
4-night family trip
Verified Hotels.com guest review

6/10 Good

Cuando ases la reservacion te dicen k todo es all inclusive pero cuando llegas te dicen k no puedes reservar en todos los retaurantes y pienso que deven tratar un poco mejor a sus trabajadores escuche muchas quejas y eso no es bueno si tus trabajadores no estan contentos no vas a tener un buen hotel
Angel Ruben, 6-night family trip
Verified Expedia guest review

2/10 Poor

The bars close to early, food wasn’t good and service took to long.
Raul, 5-night trip
Verified Expedia guest review

6/10 Good

Harmon, 7-night trip
Verified Expedia guest review

2/10 Poor

Terrible el atendimiento y comunicación
Absalon, 4-night trip
Verified Expedia guest review