Ratings based on 1,508 Verified Reviews
3.7 Room cleanliness
3.5 Service & staff
3.8 Room comfort
3.5 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 Nov 2024
The grounds were fantastic nestled into the jungle with lots of tree coverage so you're not being baked on the sun. They had excellent live entertainment and shows every night. The food at La Laguna was as what you would expect from an average buffet but was still very tasty and the staff was allergy mindful of my youngest son who has a severe Tree nut allergy.
Me and my family thoroughly enjoyed the restaurants on site, as well as the onsite entertainment and everything that the resort put forward to make our stay as best as possible. We really enjoyed the restaurants that were on site. Booking through Expedia gave us extra privileges to have concierge book our restaurants for us, so we did not have to wait up till midnight to put them ourselves online.
by A verified traveler from Edmonton
Posted 22 Nov 2024
Wished that i was notified that the slides would be under maintenance prior to booking the resort. It was the main reason for selecting this resort.
by A verified traveler
Posted 21 Nov 2024
Everything about this property is amazing from the resort itself to the friendly staff and great food. We will absolutely be going back again!
by A verified traveler
Posted 21 Nov 2024
The resort is falling apart. We had heavy rain and the roof was leaking everywhere. Including the main buffet AND our room. Had to walk through puddles on the bathroom floors. There was mold in a lot of the communal areas especially the main buffet and bathrooms.
5 out of 8 people in our group were vomiting by the end of our stay. I think it was the buffet food. The a la carte restaurants were all great food but had very limited reservations.
The employees were all working so hard but just couldn't keep up with all the issues, no fault of their own.
If the resort invested in some major repairs and maintenance it could be really amazing. The large waterslides were also closed for maintenance the whole week but we only ever saw 1 person doing some painting.
Highlights were all the wildlife including monkeys, turtles and iguanas. The shows every night were very good.
by A verified traveler
Posted 21 Nov 2024
Awsome resort child friendly has a water park for kids to enjoy. The only thing I dislike was the way the reservations to eat at the restaurant work they will tell you to reserve in there app but there was never a open table so be ready to dine at the buffets.
by A verified traveler
Posted 21 Nov 2024
The property itself is in a very unique rain forest setting. You are surrounded by amazing vegetation and lots of animals. The beach is beautiful but rocky.
They should have a separate area for vegan and vegetarian so that you can identify what food contains meat, seafood and cheese.
Comment from Hotel Management
21 Nov 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear Melissa,We would like to thank you for taking the time to write such a kind comment. It is a pleasure to read that you really enjoyed your trip, the facilities and the service that day by day we strive to improve, in order to offer the best experience to our guests.We look forward to welcoming you again at Sandos Hotels & Resorts.Best regards, Ilse Jordan Web Relations
by A verified traveler
Posted 18 Nov 2024
To be honest this is the worst resort I have ever been to
Dirty ,falling apart, everything is a money grab pools look like a toilet with all the kids peeing in it and the adults dirty as well
Never seen once in the seven days pool being tested or cleaned
I am now going for blood work and other tests to see what parasite I got on Friday which has caused me great strain grief
Never again Sandos you are a one stars resort and I’m being generous
Your resort is falling apart holes in the roofs water leaking in every every location and dirty water falling in the buffet with no sanitizing no wonder people leave there needing medical help
Never again read this please tourists because they’re site is all lies and the smell off sewage is overpowering
Comment from Hotel Management
20 Nov 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear John,We are sorry to hear about your dissatisfaction with your stay at Sandos Caracol. However, we would like to address the concerns you raised:Our pools are tested and cleaned regularly following strict health and safety protocols. We regret if this was not evident during your visit and will reinforce the visibility of these practices to reassure guests.While unexpected weather can cause temporary challenges, we maintain ongoing repair and improvement programs to ensure our facilities meet high standards.Our buffet areas adhere to strict hygiene regulations. Any water intrusion is promptly addressed, and sanitation is a priority in all circumstances.Lastly, regarding the odor, we acknowledge that being surrounded by natural mangroves can occasionally produce organic smells. This is part of our eco-resort setting, but we strive to minimize its impact on guest experiences.Thank you for sharing your feedback. We take it seriously and will use it to improve.Best regards,Ilse JordanWeb Relations
by A verified traveler from Red Deer
Posted 16 Nov 2024
We chose this resort because our grandson wanted waterslides..however the bigger slide was damaged and not usable as was one of the restaurants..that we had booked in after we got to the resort. The main pool was really murky ...compared to the adult pool.
The room was clean and grounds were well maintained by staff. Staff was very friendly and helpful. Some guests made the stay irritating but that's not the resorts fault. We would definitely book through Expedia..gave us a perk...as it allowed us to book al le carte restaurants upon check in ...rather than stay up till midnight and use the resorts app! That made us very happy!
Santiago at the Taco Bar was an amazingly kind and friendly waiter...as was Michelle at concierge! Bellman were wonderful as well!
The resort does need some repairs to roofs..as some floors are very slippery when it rains.
All in all ...having not used Expedia for an international vacation ...I would do it again!
Comment from Hotel Management
20 Nov 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear Daniel,Thank you for your feedback and for choosing Sandos Caracol for your vacation. We're delighted your grandson enjoyed the waterslides, despite the larger one being under repair. Rest assured, we are addressing these issues to enhance our facilities.We're pleased to hear you appreciated the cleanliness, well-maintained grounds, and the exceptional service from Santiago, Michelle, and our bellmen. Your compliments will be shared with them.Regarding the pool and roofing repairs, we value your observations and will prioritize improvements to ensure a safer, more enjoyable experience for all guests.We hope to welcome you back soon for an even better stay!Best regards,Ilse Jordan, Web Relations.
by A verified traveler
Posted 16 Nov 2024
Comment from Hotel Management
20 Nov 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear Gerald,We really appreciate your recent visit and for taking the time to write your comments, it really makes us happy to know that you had an excellent stay with us; Thank you very much for your constructive criticism, your feedback is very important for us to improve our service and continue to provide our guests with a fantastic experience. We look forward to welcoming you back to our hotel for a memorable vacation. Best regards
by A verified traveler
Posted 16 Nov 2024
Great wildlife
Comment from Hotel Management
20 Nov 2024 by Ilse Jordan, Web Relations., Hotel Management
Dear Edgard,We really appreciate your recent visit and for taking the time to write your comments, it really makes us happy to know that you had an excellent stay with us.Thank you very much for giving us the opportunity to host you.We look forward to seeing you on your next vacation and pampering you here at “your home away from home”.Best regards, Ilse Jordan Web Relations
