Sandos Caracol Eco Resort Select Club Adults Only- All inclusive

1) Overall management in this resort is worst than any worst motel you will ever encounter in your vicinity. 2) DINING options felt like a scam. We werent able to eat at any of the ala carte restaurants. All the restaurants are expected to be booked on an app that never works. And if you like to book from the app you have to do from midnight because during the day the app dont work. Buffet in this restaurant is over crowded, badly managed, food is so bad. Instead we had tamelas from the streets made by hardworking people outside the resort and felt the food was rather godsend in comparison the sh**t we had to consume. It gets worse, the so called 24hrs room service is exceptionally bad; no one picks up the call at many occasion I had to go on my robes to the reception to place an order for room service. ( with all the fairness this experience can be observed especially during night time, post 11pm- best of luck getting your food) Let alone if anything serious, health wise happens to their guest only God probably can answer their call during an emergency. 3) Entertainment and Cenotes: Out of the so claimed three Cenotes they say they have, honestly one of the Cenotes are worthy to be called as one. Even the one Cenote which is dippable should be renamed as a murky blueish pond because that is not a CENOTE. Entertainment is badly managed, they have good artists and animation who work very hard but the stage or the quality of the experience is out of whack if you have visited any 3* and up resort. 4) BellBoy service is expected once through out your visit ( when you will be checking in they will drop off your bag and thats about it) if you are expecting butler like experience take your tips elsewhere. 5) Edwin, a gentle man who works in the lobby was probably too stressed the reason why he was rude with me.

This was the worst all inclusive I have ever went to and potentially one of the worst hotels I visited. The value for money was very bad, we regretted having paid on the first day. To start off, we booked the adults only area with a suite. On check in, I made sure to double check she saw that on the booking. Yes, yes what a lie. We got to our room (not in the adult area) and its a 1 bed with a bunk bed!! Children screaming in the room nearby. Directly back to the reception we went, after a little bit of pushing, they finally say the truth, they had overbooked and had degraded our room (heummm, I mean usually you would upgrade) After her going to the back for 15 minutes to the manager that never showed their face to take lead of the situation. She said we would get our proper room the next day. No compensation at all or excuses. (Bad start showing the total mismanagement and fraudulent practices of this hotel.) The room fridge was not stocked up, only 1 towel, and no pool towel cards were provided, great after a 10 hour flight. We decided to try to deal with it the next day. Let talk about the food, do not be fooled by the high amount of restaurants. Not all of them are open at the same time and its very difficult to reserve them. We were only able to get into 2 over our week long stay. The brazilian restaurant which we tried is why I am given them this score. During the day and the evening, its almost impossible to find food and I am not surprised when some vendor are on site selling for $$ all day. (Did I miss that this was supposed to be an all inclusive) Let talk as well about the beach, lets be realistic that there is NO swimming friendly beach here. We spoke to someone in town who worked at this hotel a couple years ago and they say the pictures are from back them. The beach sand has since then gotten washed out. The adults only area you may pay a premium for is accessible to everyone and also has children often.

They make you use an app to book everything! I am on vacation, the last thing I want to do is be online and carry a phone around with me. Plus, the reservation system doesn't work. Although we were lucky enough to eat in the restaurants we wanted to, we spent way too much time trying to book with VERY little support from the staff. And by little, I mean none. They just kept redirecting us to the app. Plus, on the night we arrived, when we got there, there were 4 people behind the desk and 20 guests had just arrived. All of a sudden they all disappeared because their shift was over and we were left with 1 person and a very lengthy check in. 2 hours later after a long flight and late at night, we were finally checked in with others still waiting behind us. 2 HOURS!!!!!!!!!!! The resort manager didn't seem to really care and the response was "it was the end of their shift." They should staff better and prepare for such circumstances. Overall the hotel is good, but the customer service is really quite poor. I should mention, I went the first time for a wedding, and the second time my brother booked the resort.

The service was absolutely terrible. If you're not paying for the elite status, this place is not worth the money. Checking in took us over an hour (shorter compared to other guests) and that's only because we stayed in the adult only area and were able to check in at a different front desk. Those that weren't in the adult only area were still in-line, waiting to be checked in after we were finished and they arrived before we us. So I imagine it took them a couple hours. I continued to see similar lines each night I was in the lobby too. We weren't given any overview or run down of the resort when we checked in either. And it's a big resort - probably the main reason it's so hard for them to maintain. It wasn't until the next day when we had a note on our door asking us to come to guest services were we given a map of the place. And that's because they wanted us to tour the elite club (i.e. timeshare). Most of the restaurants have 1+ hour wait each night to get seated. Only 1 restaurant takes reservations (unless you're elite) and it books weeks out in advance. So if you're not staying for a week or don't reserve it the first day you're there, you probably won't get to eat there. None of the restaurants have their hours listed on the resort website (or the map or anywhere but the sign out front). So you either have to memorize the hours or take pics of each sign to help coordinate your meals throughout the day. These restaurants are pretty spread out (again, big resort). Both room service and the front desk don't answer when you call. I had to get an alternative number from guest services just to get room service one night. They have daily activities but don't indicate where they are. You can tell the staff is exhausted and underpaid which makes you feel horrible. I could list a couple more examples but I'm tired of typing at this point. Long story short - don't spend your money here.