FAQs

Question

What is included?

Answer

- Unlimited food and drinks - Purified water dispensers in every room - 24/7 room service - Yoga classes - All non-motorized sports - Snorkel equipment for a half hour per day - Access to Aqua Park - Tennis court - Gym - Entertainment shows - WiFi - Concierge All Select Club rooms have additional amenities!

Question

Check-in

Answer

Check-in starts at 3 PM and ends at 11:30 PM. Guests can also check in online up to seven days before their arrival (recommended if you want to avoid the lines). Guests can access the online check-in link through the resort's website or in the email they receive before their stay. Once online, guests can fill out the required information and then simply pick up their room key and bracelet upon arrival. The link below is also available for online check in: https://pwa.stay-app.com/?id=kBB2&utm_campaign=anonymous&utm_medium=demo&utm_source=demo

Question

How to make a dinner reservation

Answer

We recommend making reservations through the Sandos Caracol "Stay app" (the hotel calls it an app, but it's really just a separate website). You will find QR codes all over the resort, but this is the direct link - https://pwa.stay-app.com/?id=kBB2&utm_campaign=anonymous&utm_medium=demo&utm_source=demo You can also call the resort and concierge will book your reservation. Reservations for dinner restaurants fill up quickly (they are available 24 hours in advance) - It's recommended to make reservations as soon as you arrive at the resort, otherwise the buffet restaurants are always available.

Question

How to get beach towels

Answer

Guests can get beach towels using a towel card system: - Guests receive a towel card per person when they check in - Guests can exchange the card for a towel at any time - Guests return the towel to receive the card back

Question

What to bring

Answer

Besides the usual vacation packing, we recommend bringing: - Water shoes (the resort is eco-friendly, so the ocean can be rocky during certain seasons) - A good pair of walking shoes (the resort is huge) - A pair of shoes/sandals for dinner (some of the restaurants have a dress code and don't allow flip flops)

Question

Will my phone work?

Answer

That depends on your service provider, but there will be wifi in every room - if you don't have phone service available in Mexico, you can always download What's App to communicate with everyone!