Contact the travel agency or the channel through which you booked to confirm.

All taxes are included at the time of booking, except for the Municipality of Solidaridad's Environmental Sanitation Tax which must be paid upon arrival at the hotel. The tax is a total of $31.12 Mexican Pesos per room per night. However, if the municipality decides to modify this policy, the amount may vary at the time of your arrival.

You can cancel a reservation in the My Reservation section of our website sandos.com, or through our call center.

Contact our call center or your travel agency.

Check-in is at 3 pm. However, you can arrive at the hotel earlier and wait for your room to be ready.

You must be out of the room at 12 pm. Late checkouts are subject to availability.

Yes, during check-in, all reservations will be asked for a credit card to make a hold for the amount of 5,000 MXN. This is to accommodate any possible incidents. During the guest's check-out, the reception will release the amount held.

At this time we offer a discount for travelers over 55 years old.

Yes, the hotel is accessible to people with disabilities. Please indicate that you are accompanied by people with disabilities when making your reservation.

Yes, each room is equipped with a spacious shower.

Three: the Family section, the Select Club Adults Only section, and the Royal Elite section.

Of course, once you have completed your registration in our Sandos4U loyalty program, you will be able to exchange your points for rewards and discounts on your next bookings.

At Sandos, we will always be very grateful for your opinions and feedback as they allow us to grow and provide you with a better experience each time you visit us. You can send us your comments to the email [email protected]

You can communicate directly to our call center to request it. Late departures have an additional cost according to the category reserved and are subject to availability.

It usually is possible to visit Sandos sister properties at the destination. Please check with our concierge for availability at one of our properties.

You can check all the details of our rooms here.

For safety and hygiene reasons, the hotel does not accept pets. However, the hotel does accept service dogs and are asked to wear a vest to identify the dog, so other guests will not distract them from their duty.
 

Emotional support or psychiatric service dogs are only allowed upon presentation of all required forms, and their stay is only allowed in the room, not in public areas, restaurants, or bars.

We recommend you indicate this request when making your reservation. Our team will do everything possible to accommodate your request; however, it is subject to availability.

Room upgrades can be made directly at the hotel reception, subject to availability, and their cost varies according to the category booked.

It depends on the season in which you visit us, but in general we recommend you bring beachwear and accessories such as:

• Water shoes
• Trekking shoes
• A light cap or hat
• Sunglasses
• Snorkel mask
• Biodegradable sunscreen and repellent
• Power adapter (220 to 110 volts)

Plus, we recommend you pack smart casual clothes for à la carte restaurants and a light jacket. See some packing tips here.

Yes! Thanks to the Pack for a Purpose program together with the Sandos Foundation, our guests are able to bring with them some needed items which will be donated to local kids and their families to help them improve their living conditions. You can learn more about the Pack for a Purpose program as well as find a list of the most needed items here.

Fortunately, in the region, we have a warm and sunny climate most of the year, perfect for having fun on the beach. Find here all the details about the weather during the year and the perfect time to visit.

We are in an area of ​​great vegetation and fauna, so it is common to have mosquitoes. The hotel fumigates every day with environmentally friendly products in order to keep them as far away as possible from our guests.

In Mexico, the age of majority begins at 18 years of age.

The stores accept Mexican pesos (MXN) and mostly US dollars (USD). Also, in some cases, they can accept euros (EUR).

Yes, we accept most major credit and debit cards.

Yes, you can find ATMs in the city center, both in US dollars (USD) and in Mexican pesos (MXN).

Yes, it is safe. We recommend you attend well-established exchange houses and check other users' opinions on social networks or the internet about the place.

Cenotes are natural wonders made up of bodies of water formed below the rocky surface, very common in the Riviera Maya. Find here the most beautiful ones to complement your visit to the area

The Yucatan Peninsula, and in general all of Mexico, has a large number of archaeological sites of different cultures and historical periods. Here we give you a brief guide to deciding which ones are the best to complement your visit.

To get to the island of Cozumel, you need to go to the center of Playa del Carmen, from where the ferry departs. It will take you about 45 to get to the island.

Yes, the city has very accessible parking lots and has prepaid parking meters installed in all the central streets.

Diving in the Riviera Maya is one of the most fun and requested activities by lovers of this sport, since not only can you dive in the open sea, but it is also possible to practice underground diving. Learn more about this activity and how to practice it here.

In Mexico, practically all telephone networks work; however, we recommend that you verify the service and charges with your provider before traveling.

No, in Playa del Carmen, you can find a wide variety of shops, shopping centers, and even artisan boutiques unique to the destination

Although coming to Mexico can be a great opportunity to practice Spanish, you don't need to speak it as most of our collaborators speak English very well.

When leaving Cancun International Airport, you must take the Cancun-Tulum / Mexico 307 Highway for 29.01 miles and then turn left into the Grand Coral complex located at Kilometer 294. Along the way, you’ll see multiple signs indicating the right direction to the hotel. Once inside the Grand Coral complex, keep straight along the main road and take a left at the first roundabout. Head down this road and you will find the hotel on your right.

SEE MAP

Our hotel does have a transportation service; however, this has an additional cost and is made through the Seek N Go travel agency. Reserve by sending an email to [email protected] or call the following numbers:

• From the Americas- Mexico 01 800 907 52 92
• From the Americas- USA 1 866 336 40 83
• From Europe - Spain +34 971 78 33 02
• From Europe - UK +44 20 305 137 68

The hotel is located just 4 kilometers from downtown Playa del Carmen. You can book your transfer with our Seek & Go team for your convenience, or if you prefer, we have a taxi stand at the door of the hotel.

You can download the hotel map here.

Yes, within our facilities we have convenience stores where you will find basic necessities, as well as souvenirs.

At the hotel, we have a very secure taxi stand as we check the vehicles at the complex entrance and exit.

Yes, it is safe to leave the hotel, both to the city center and to the entertainment and nightlife centers. However, we ask our guests to leave at their own risk. We recommend you come to our Seek & Go office, where you will find completely safe excursions and transfers from the hotel door.

There is a car rental service that can be booked at the drop-off point or in the lobby.

No, currently Uber's service is not working in the state of Quintana Roo.

You can book a transfer at http://seekandgo.mx/, by phone, or by email directly with our call center.

We have nine restaurants in the hotel, with options available for breakfast, lunch, and dinner. We have a buffet, à la carte, or snack-style options, and we also offer 24-hour room service. Click here to check out all of our restaurants.

Due to the sanitary contingency, special measurements have been taken by restaurants to avoid big crowds. Review restaurant opening hours here

We have a selection of food for people with allergies and/or food restrictions, so we ask you to please, in addition to notifying us when you check in to the hotel, notify your waiter so they can show you the options available for you.

Yes, there is a dress code in each of the restaurants. Check the QR code upon arrival to verify the dress code in each restaurant.

Yes, each gluten-free option is clearly detailed in the restaurants. Please notify the reception of all your food restrictions at the time of check-in

Yes, ask your waiter what the vegan options are at each of the restaurants.

Hours vary by the restaurant; however, you will always find a restaurant available for breakfast, lunch, dinner, or snacks.

All food and drinks are part of the all-inclusive plan

Yes

Our Kids Club is a space designed especially for little ones, and is available for children from 4 to 10 years old.

Children 2 and 3 years old can access the facilities only from 10:00 am to 8:00 pm, always with a parent or guardian.

Yes, kids can be registered from 10:00 to 11:00 am, while kids are admitted from 10:00 am to 10:00 pm as long as they are already registered.

Yes, for your kids' safety, small children with fever, diarrhea, vomit or an infectious disease are not admitted; children with special needs or a disability must be accompanied by a parent or guardian at all times.

Parents have the responsibility to inform the Kids Club staff about any child allergies, if they have a disease of any kind, or if they are taking any medication that may alter their behavior.

The Kids Club staff is not authorized to provide any medication.

No, the Kids Club staff is not authorized to provide any food.

No, there are outdoor activities in the Kids Club program, so we ask the parents or guardians to apply sunscreen before leaving them. The Kids Club staff is not authorized to apply creams or sunscreen.

In the event that any child exhibits misconduct, violence, or any behavior perceived as a risk to another child or to the Kids Club staff, the hotel interrupts the child's visit to the Kids Club and notifies the parents immediately; the Kids Club also reserves the right to refuse admission.

For your safety, the use of water slides is based on height, no matter what your age. 

• The medium-sized slides for kids require a minimum height of 1.10 meters (3 feet 7 inches)
• The larger water slides for teens and adults require a minimum height of 1.30 meters (4 feet 5 inches). 
• The littlest guests will find a world of fun in the kids’ Aqua Park with mini slides and so much more, and make sure to always have an adult to supervise.

Yes! All guests have access to the Aqua Park at no extra cost.

The little kids’ Aqua Park area is open daily from 9:00 am to 6:00 pm. The water slide area is open daily from 10:00 am to 5:00 pm.

The construction of the new Aqua Park didn’t affect any of the jungle or mangrove areas of the resort. The new water slide area was built on a completely clear area and the few palm trees that originally stood there were moved to other parts of the property. Sandos Caracol Eco Resort is committed to environmental preservation and minimizing our carbon footprint. We always strive to offer sustainable vacations to our guests!

In order to enjoy the aqua fun, the use of a swimsuit is required, regardless of style (such as long sleeves). Being barefoot is also required because shoes (even water shoes) can damage the slides or hurt someone.

For everyone’s safety, we have certified lifeguards as well as qualified staff trained in first aid.

Guests are not allowed to enter the water or slides with cameras, mobile phones, jewelry, or accessories because they could get lost or hurt somebody. If you want to take pictures or videos, don't worry; there is a spot by the pools where you can do so.

Since it’s a family area focused on children, we like to keep Aqua Park as a smoke-free and alcohol-free area.

For the safety of all our guests, the Aqua Park closes when there is a thunderstorm (even if there is no water) and during heavy rains.