FREQUENTLY ASKED QUESTIONS
What does the All-Inclusive Plan Include?
- Food and beverage
- Unlimited food and beverage
- Unlimited food and beverage
- Non-motorized sports
- Snorkel equipment half hour a day
- Dive lesson in the hotel pool
- Eco Activities for the whole family
- Tennis court
- Entertainment shows and daily activities
- Nightly entertainment
- Kids Club
- Additional Services
- Available depending on the reserved room category
What is not included?
The amenities and services that are not included in your all-inclusive package are select wines and liquors, private dinners, spa treatments, beauty salon, and external tours from agencies located in the hotel, among other additional services.
What are special measures being taken in the hotel in terms of hygiene and safety to prevent the spread of Covid-19?
At Sandos Hotels & Resorts, we take the safety of our guests and collaborators very seriously. We have implemented a series of hygiene protocols to guarantee a clean and safe environment. To see more detailed information about our procedures, visit our Clean Stay section.
Do you carry out Covid-19 tests in the hotel?
Yes, we have an agreement at a special rate with Costa Med. For this reason, to avoid the displacement of guests, all of the COVID-19 tests are done in the hotel. See here for more details.
How many rooms does the hotel have?
The hotel has 955 rooms.
What makes Sandos Caracol unique?
At Sandos Caracol Eco Resort, we’re proud of who we are and of the ecosystems that surround us. With so much jungle, ocean and mangrove, wonderful things happen every day wherever you look. As an eco-resort, we’re committed to nature and Maya traditions, so your stay at Sandos Caracol will be full of experiences, aqua-fun, shows, and cultural events.
If you’re a nature lover, you’ll be absolutely fascinated by the All-Nature Experience.
What does the Select category include?
Our Select category is designed to satisfy our most demanding guests. You can find here all the benefits of staying in a Select room.
Is room service included?
Yes, room service is included.
Is there free wifi at the hotel?
Yes, wifi is free and available in most public areas of the hotel.
Is the safe included?
Yes. We have a digital safe included in each room.
Are alcoholic beverages included in the all-inclusive package?
Alcoholic beverages are included in the all-inclusive packages for guests 18 and over.
Are pool towels included?
Yes, they are included and available in the pool area.
Should I tip employees?
Our all-inclusive plan already considers tips for our collaborators; however, feel free to leave any additional contribution.
Do you have baby amenities?
Yes, we have cradles and playpens for babies; to request one, send an email to [email protected]. While we recommend you bring your own, strollers can be requested upon availability.
Do you have wheelchairs?
We have wheelchairs, but these are subject to availability. To check availability, send an email to [email protected].
Do you have decoration services for special occasions?
If you want to make your stay even more memorable, you can request special decorations to celebrate your honeymoon, anniversary, birthday, etc., and surprise that special someone. To request a special decoration, please send an email to [email protected] (additional charges may apply).
Can you help me propose?
Yes! We celebrate love! For details about price and planning, please send your ideas to [email protected]
I want to organize a wedding.
Find here the different wedding packages and locations that we have for you.
Can I organize celebrations like birthdays, anniversaries, and honeymoons?
Yes, our concierge team will be happy to help you organize any celebration. You can contact us via email at [email protected]
Where can I find information about spa costs and treatments?
Here you can find the different spa services we offer, as well as their prices.
Does the hotel also work on Sunday?
Yes, we are open every day of the year, 24 hours a day.
Is there parking at the hotel?
Yes, there is parking for guests who drive to the hotel.
Can you pay by credit card?
Yes, you can pay with most major credit cards.
Does the reception work 24 hours?
Yes, we are at your disposal at the 24-hour reception.
How often is room cleaning done?
Our housekeeping department cleans the rooms every day, according to the most advanced cleaning protocols. Find here all of our protocols and procedures that guarantee a clean stay at Sandos.
Do you have a babysitting service?
Yes, we have a babysitting service, you can request it with our concierge. This service generates an additional cost and is subject to availability.
Are there hammocks on the beach?
Yes, there are hammocks on the beach as a courtesy of the hotel, available exclusively for the Select Club Adults Only section guests.
What kind of activities does the hotel have for adults and children?
We have a complete entertainment program throughout the year, which includes activities for children and adults. You can check the program here.
What activities and services do you offer outside of the all-inclusive plan?
What is the schedule for the nighttime shows?
There are fun shows for the whole family, with a different performance for each day of the week. You can see schedules and descriptions here.
Do the activities require a prior reservation?
None of our activities or night shows require a reservation. However, if the activity is part of the Kids Club, you need to sign your children up in advance.
Does the hotel have heated swimming pools?
No, we do not have heated pools; however, the water remains warm and is perfect for cooling off.
What is the age to enter the water park?
Our water park is ideal for the whole family. For your safety, the use of the water slides is based on height, no matter what your age.
Does the hotel have a pool bar?
Yes, you can enjoy your favorite drink in the Select pool. Or you can order your drinks from the waiter and enjoy them beside the pool.
Where can I find laundry services?
The hotel offers laundry service at an extra cost. You can dial our operator to request it.
Does the hotel have air conditioning?
Yes, all of our rooms have air conditioning.
Do the rooms have English TV channels?
Yes, we have some channels in English. You can ask for the available TV channels with reception.
Does the hotel have stores?
Yes, within our facilities we have convenience stores where you will find basic necessities, as well as souvenirs.
Do you have rooms with a computer?
We do not have computers in the rooms or in the hotel areas. However, our wifi network is available in common areas.
Does the hotel offer stroller and wheelchair rentals?
They can be requested upon availability.
Does the hotel offer a microwave oven rental?
No, we do not have microwave oven rentals
How can I confirm an indirect reservation?
Contact the travel agency or the channel through which you booked to confirm.
Does the reservation include taxes?
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.
How can I cancel a reservation?
You can cancel a reservation in the My Reservation section of our website sandos.com, or through our call center.
How can I add another person to my reservation?
Contact our call center or your travel agency.
What is the check-in time?
Check-in is at 3 pm. However, you can arrive at the hotel earlier and wait for your room to be ready.
What is the check-out time?
You must be out of the room at 12 pm. Late checkouts are subject to availability.
Are there any holds on the credit card during check-in?
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.
Are there discounts for seniors?
At this time we offer a discount for travelers over 55 years old.
Are the hotel and rooms adapted for people with disabilities?
Yes, the hotel is accessible to people with disabilities. Please indicate that you are accompanied by people with disabilities when making your reservation.
Are there bathrooms with a spacious shower?
Yes, each room is equipped with a spacious shower.
How many sections does the resort have?
I am a frequent customer, can I have a discount?
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.
If I need to leave comments about my experience at the hotel, who can I contact?
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]
I need a late check-out
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.
If I am staying at Sandos Caracol, can I visit Sandos Playacar and vice versa?
It usually is possible to visit Sandos sister properties at the destination; however, due to health contingency, this service is not available at the moment.
What are the measurements of the rooms?
You can check all the details of our rooms here.
Does the hotel accept pets?
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.
If I travel in a group, can I have connecting rooms or rooms together?
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.
How much does it cost, and what should I do to get a room upgrade?
Room upgrades can be made directly at the hotel reception, subject to availability, and their cost varies according to the category booked.
What do you recommend I should pack?
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
- 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.
Can I pack something extra to help local communities?
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.
How is the weather at the destination usually?
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.
What is the hotel beach like?
The resort is located on one of the best fine sand beaches in the destination.
Are there mosquitoes, and how does the hotel deal with them?
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.
At what age is considered an adult?
In Mexico, the age of majority begins at 18 years of age.
What currency should I travel with?
The stores accept Mexican pesos (MXN) and mostly US dollars (USD). Also, in some cases, they can accept euros (EUR).
Can I pay with a debit or credit card?
Yes, we accept most major credit and debit cards.
Are there ATMs in Playa del Carmen?
Yes, you can find ATMs in the city center, both in US dollars (USD) and in Mexican pesos (MXN).
Is it safe to exchange money at the exchange houses?
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.
What are cenotes?
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.
What are the best archaeological sites to visit?
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.
How do I get to Cozumel?
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.
Are there parking lots in Playa del Carmen?
Yes, the city has very accessible parking lots and has prepaid parking meters installed in all the central streets.
Is it advisable to go diving in the area?
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.
Will my phone work while I'm in Mexico?
In Mexico, practically all telephone networks work; however, we recommend that you verify the service and charges with your provider before traveling.
To go shopping, is it necessary to go to Cancun?
No, in Playa del Carmen, you can find a wide variety of shops, shopping centers, and even artisan boutiques unique to the destination.
Do I need to speak Spanish?
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
How do I get to the hotel?
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.
Does the All-Inclusive package include transportation?
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
How far from the city center is the hotel?
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.
Where can I find the hotel map?
You can download the hotel map here.
Does the hotel have stores?
Yes, within our facilities we have convenience stores where you will find basic necessities, as well as souvenirs.
Is it safe to board taxis?
At the hotel, we have a very secure taxi stand as we check the vehicles at the complex entrance and exit.
Is it safe to leave the hotel?
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.
Can I use the Uber app during my vacations at the Riviera Maya?
No, currently Uber's service is not working in the state of Quintana Roo.
How can I book transfers?
You can book a transfer at http://seekandgo.mx/, by phone, or by email directly with our call center.
How many restaurants are there in the hotel?
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.
Which restaurants require a reservation?
Due to the sanitary contingency, special measurements have been taken by restaurants to avoid big crowds. Review restaurant opening hours here
I have allergies and/or eating restrictions. What options are there for me?
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.
Is there a dress code in restaurants?
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.
Are there gluten-free food options?
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.
Do restaurants offer vegan options?
Yes, ask your waiter what the vegan options are at each of the restaurants.
What are the restaurant hours?
Hours vary by the restaurant; however, you will always find a restaurant available for breakfast, lunch, dinner, or snacks.
What is the cost of food and drinks in restaurants?
All food and drinks are part of the all-inclusive plan.
Do you have a Kids Club at the hotel?
Do you accept children of all ages?
Our Kids Club is a space designed especially for little ones, and is available for children from 4 to 12 years old.
My son is younger. Does that mean he cannot enter?
Children 2 and 3 years old can access the facilities only from 10:00 am to 1:00 pm and from 3:00 pm to 6:00 pm, always with a parent or guardian.
Are there any restrictions on the schedule to register children at the kids club?
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.
Are there any admission restrictions at the kids club?
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.
My son has some allergies. What should I do?
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.
Can you provide medication to my child when I am not around?
The Kids Club staff is not authorized to provide any medication.
Can my child eat during their stay at the kids club?
No, the Kids Club staff is not authorized to provide any food.
Do children stay inside the Kids Club all the time?
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.
What happens if a child misbehaves?
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.
What are the height requirements for each area?
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), and the larger water slides for teens and adults require a minimum height of 1.40 meters (4 feet 7 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.
Is the aqua park part of the All-Inclusive plan?
Yes! All guests have access to the Aqua Park at no extra cost.
At what time does the aqua park open?
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.
Did you cut down any jungle or mangrove to build the new aqua park area?
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!
Are bathing suits required?
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.
What are the security measures at the aqua park?
For everyone’s safety, we have certified lifeguards as well as qualified staff trained in first aid.
Can I enter the water with my camera/smartphone/accessories?
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.
Can I enter the aqua park with alcoholic drinks from other parts of the resort?
Since it’s a family area focused on children, we like to keep Aqua Park as a smoke-free and alcohol-free area.
Under what weather conditions do the aqua park close?
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.