Unable to make a reservation for bot even 1 al carte...the pools were filthy..watwr was dirty..stated that we were not allowed to go to.sister resort as it was out of capacity. Raccoons were eating off coffee bar at reception area... the food was bland.. the beach..well all is rocks.... the water park.was good but water dirty...the buffet testirants roof was leaking and people qere sitting in pools of water as they ate .wayer was.coming through the lighting fixtures. The best part was the staff very pleasant, the natural springs was great ..got see monkeys which was nice...but definitely not the money..disappointed

fridge and water in the rooms doesnt get cold enough

Never would stay here again all the poor reviews were true

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

Check in took to long :2 hrs

No power no power in the property. Very dirty. No customer service limited food worst experience ever

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!

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

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.

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.

Very good family property

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!

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.

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.

The bars close to early, food wasn’t good and service took to long.

We were visiting Caracol already 3rd time with our daughters and grandchildren. We love it. Compering to other resorts Caracol is still able to retain and preserve its family and children focus, evening shows are kids oriented, artists - singers dancers craftsmen... still promoting original traditional Mexican culture. After shows guests are being cheerfully invited to massive dances with real Latino flavor. Even 1 day hurricane Ida restrictions were more like an adventure than hinderance. Staff and crisis management were more than excellent. Food drinks and care were securing all the safety measures. There were no excessive seaweeds and beach clean and was a great place to play and relax. Recreation-Animation team was active funny entertaining friendly and proactive. Jungle eco-setup and separating Aqua Parcs with huge water slides from main "party pool" is accommodating everybody's needs. We will come back to Caracol with our kids again. Thank you for memorable vacations.

Great

it is a ice family resort

The animals in the area and cenotes

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.

The property was very dirty and unsanitary. There were bugs in the food. All the food in the buffet was stale and cold as if it had been out for days. There was mold in the showers. We had three rooms and one was not cleaned before we got access to the room. We asked to speak to the manager and she would not come out to talk to us. We ended up leaving and going to a different resort after being there for one day. I have kids I had to feed and could not trust the food at this place, the last thing I want is for all of us to be sick on vacation. Pool water was cloudy and gross looking also had a lot of algae growing in the pool. So we couldn’t eat or swim not a good time at all.

This is the worst hotel I have stayed the years I have been traveling. The staff is just waiting to see how to rip you off, they charged an additional fee of 900$ for children ages 5 and 17 that are not considered children. We were practically held hostage until we paid ! While we were leaving there was an employee taking pictures of us and i asked why was she taking pics and she states she was taking a pic of the ceiling when i actually seen myself on her phone . Be careful with this resort I would not recommend and would not ever go back again . We felt unsafe and scared

It was very nice place and lots of events

Great place for kids with water park and cenote. Terrible check in and check out experience. No beach towels available as early as 11 am. Juice bar never had all selections on the menu and used artificial orange juice. Low quality food and flies in the cafes. Very unappetising. Rocks in the water on the beach impossible to swim. Night shows are decent. 2 good ones out of 6. I felt like staff was too patriotic and promoted Mexican pride everywhere possible.

Good!

I read a lot of reviews that were not good and so I was a bit apprehensive about my stay. However this property is fantastic and I believe some people have unrealistic expectations. This property is an eco resort and is in the jungle. Know this before you book this resort. It is lovely but there is wildlife all around and wildlife poops so sometimes you will encounter that. The staff however does a great job of keeping things clean. This is also not a foodie resort. The food is good and plentiful but not gourmet. This is a family resort and so great for kids. The main pool has tons of activities. The beach is rough but manageable. We kayaked everyday and the water was perfect for novice kayakers. Two things that could have been better but not deal breakers are the pool towels (hard to get fresh ones) and the dinner reservations (you have to reserve at midnight if you want the sit down places). The spa is fantastic and really reasonable. Bring bug spray. The mosquitos are in force but again it is a jungle.

Extremely hot, the water smelled swampy

Very disappointing. There were many things that were disappointing for the trip. I was traveling with 2 children, ages 8 and 10, and after being at other resorts for vacations this was definitely by far the worst. The room size was ok, but the air conditioning unit was not working enough to cool the room. My kids needed to sleep in the same bed as me to feel cool during the night because the full size sofa bed around the corner of the room did not get any cool air. The food in the buffet was below par. There were flies flying around and landing on the food, meats and cheeses were left out in the heat with no ice under or around them to keep cool and prevent spoiling, fruit was brown inside and ice cream was melted everyday despite it being kept in a freezer. The staff was not very helpful either, a few times it took more than 30 minutes for soda to be brought to the table so the kids were consistently complaining they were thirsty while eating. We tried to make dinner reservations for a restaurant and the app always showed no openings, concierge said reservations opened at midnight for the same day and needed to be made ASAP, even when I tried that everything was booked. My complaint did get us a reservation at the Italian restaurant which was much better than the buffet but we were only able to get in for 1 sitting. The majority of the staff were not helpful with room requests, or even just saying good morning when passing on the way to the pool or water slides. Not again

Very unique and interesting resort but had limited eating options. Check in was very hectic and slow.

the rooms were filled with bugs and insects, the air conditioning wasn't working in a lot of the rooms

The location is nice in the rainforest and it was fun to see them around. Food is good, but not great. Rooms are nice, but A/C had issues in many areas. Staff was nice and friendly.

Understaffed, hard to make reservations for ala carte restaurants, some staff were rude. Long line ups for drinks, beach almost inaccessible, check-in took almost an hour.