Hotel Xcaret Mexico

Xavier Pena

Great place to vacation with family and loved ones. Its a total experience, the food, the drinks, the vibes...loved every aspect of the place. The rooms are super comfortable, the food is delicious, the drinks hit just right. Lots of variety of different types of foods, they have a ton of restaurants to pick from, bars and pools all across the resort, the parks are amazing and have a ton of different activities to do. You can go a whole week and still not have enough time to do everything. Definitely worth going back a 2nd, 3rd and 4th time. First time around, we did parks, the 2nd time we decided to enjoy more of what the hotel had to offer. Still enjoyed every day of my stay. Mexico phase 2 is definitely a great addition. Cant wait for Arte phase 2 and im sure they will keep expanding more as the years come along.

Saki

I would return here despite a few pros and cons, as is to be expected on any trip and we never expect perfection. Our room drain had the MOST FOUL smell. I don’t think that can be helped though as I have experienced that around Cancún in general, especially this season with the sargassum overbloom. They don’t restock the mini-fridge daily and if they’re supposed to, well they didn’t even when they cleaned our room. Wait staff is SUPERB, front desk is extremely helpful, and the concierge is as helpful as they can be with the overall resort restrictions (I got sick my third day the night before our reservation for the boat dinner. THEY DO NOT ANSWER THEIR PHONES and therefore I walked down the next morning. I was charged the cancel fee (understandable if I didn’t try calling the afternoon and night before and I felt so sick I told them I don’t care, but at least it will free up that space if someone was waiting. I also literally stated “I don’t think being ill and stuck on an alcohol and dinner BOAT cruise will be good FOR ANYONE. Especially if I become any kind of ill….” I was more disgruntled that no one answers the phones there EVER and I called every line from the room to have me transferred to concierge to see if it could be more helpful to have the call picked up, and they still didn’t answer 🤣). If you need to change reservations you will have to try and do so within their available hours in person. Despite this small situation, all staff were pleasant at all times. This is the same in the parks. Everyone was so friendly and helpful! My family still had a very memorable and fun visit and we would return!

Hilda Rocha

I am writing to express my disappointment with my recent stay at Hotel Xcaret México. My family spent over $11,000 expecting a premium vacation, but we experienced repeated service failures that significantly affected our trip. After arriving on a red-eye flight with my four children, check-in was slow and disorganized, and we were then followed by staff to pressure us to attend a membership presentation. Room service was also poor: our order took hours to arrive, and the room phone did not work. Housekeeping was inconsistent, and bottled water was not replenished daily. We also had major problems with lost and found. My daughter left a cap at a buffet restaurant, and although staff confirmed it had been turned in, it took three days and multiple visits before it was finally located. Restaurant reservations were another major issue. We were never told in advance that reservations had to be made early, and by the time we learned this, most restaurants were fully booked. When staff finally secured a reservation for us, they made it for the wrong number of guests. After I pointed this out and they tried to fix it, they said reservations had to be made by room and was told I had two 6:30pm reservations. At the restaurant they refused to seat my family because one of the two reservations was for 6:00pm and were well past the 15 minute grace period. Even though half of us were still on time, we were still denied service. However, why would I want to dine with 2 of my children and niece missing (people in second room)? The restaurant was mostly empty, yet we were still turned away. Only after escalating the issue at the front desk were we eventually given seating elsewhere. The reservation app also caused unnecessary frustration because staff could not explain how to log in correctly. I eventually discovered on my own that the room number needed an extra “1” at the beginning. I also attended the membership presentation after being promised a $400 voucher and told it would last only 90 minutes with no pressure to buy. Instead, the presentation lasted well over two hours, and I had to speak with five different sales representatives before they finally honored the voucher. Finally, our departure experience was disappointing as well. My niece, who was transferring to Hotel Xcaret Arte, was refused assistance and told to pay for a taxi despite remaining within the Xcaret resort system. These repeated issues turned what should have been a relaxing family vacation into a stressful experience. I respectfully request appropriate compensation for the inconvenience, lost time, and disappointment my family endured. I also hope these concerns are taken seriously so future guests receive the level of service your resort promises. However, we did have fun at the parks. But customer service at resort is very lacking.

Benoit Mcnamara

Google reviews don't have separate sections, so here it is as one flowing review: This resort feels like a machine built to process and upsell guests, not to host them. The setting is genuinely stunning, the architecture, jungle and river landscape are exceptional, the kids' activities are great, and the access to the Xcaret park is convenient. That's why we chose it, and that's where the positives end. The problems started before we reached our room. Despite written confirmation from the hotel's own team over WhatsApp (case 07495547) that our 2-year-old would be treated as an infant at no extra charge, and despite our room being booked and priced for exactly our family of four with both children free, the duty manager, Carlos, insisted at 9pm check-in on charging us for an additional guest. We paid about $2,200 USD for a night listed at $1,649 for our group. Check-in is not a welcome here, it's an upselling exercise, and our formal complaint changed nothing. The facilities are beautiful but effectively inaccessible. Not a single à la carte restaurant reservation was available during our stay, while some restaurants appeared to be block-booked for what looked like timeshare sales events. We gave them every opportunity to make things right and even booked a second stay, but changing rooms was difficult and every request became a negotiation. Housekeeping needed three attempts to make up a hide-a-bed, and on the fourth try installed a duvet cover that was still wet. There were bugs in the room, and the front desk's complete indifference when I reported it said everything. We ended up cutting our stay short and moving to Chablé Maroma, a real 5-star, where the difference was immediate. At $1,700 a night, Hotel Xcaret is a spectacular setting wrapped around an operation that simply does not care. No value, no hospitality, not a 5-star.

Ella Roberts

I genuinely really liked this hotel and we would come back. The rooms were excellent - spacious, comfy beds, clean, well designed. I really appreciated little details such as them leaving toiletries such as toothbrushes, razors and shower caps for you; these were all thoughtful touches. The food is fantastic for an all inclusive. Las cuevas was our favourite restaurant for dinner. I thought the breakfast place could maybe do less dishes but more of the popular options, as a lot of the “good” food options such as the pancakes would run out immediately. The drinks were great in the resort, and there were a lot of food options. Generally good things to say about the gastronomy here. There are endless things to do activity wise, which keeps the whole family entertained. This was a really nice stand out point for the hotel. The hotel is vast and there are tonnes of amazing pool areas to chill out in, the resort is well designed and is beautifully done. It was a very pleasant place to be. All round we had a great experience, and I want to make it clear all round it was positive and we would definitely come back. However, there are a few things I think the could improve on: The check in really needs to be sorted out - it took us over an hour to check in and we saw the queue a lot longer than that during our stay here. When people have travelled a long time to get there, particularly for families with small children, it’s a complete pain to have to wait that long. The process really needs to be quicker and there needs to be more staff working on the desk. Generally the wait times for breakfast, lunch and dinner places is pretty frustrating. The restaurants would never be full but you often had to wait long times to get a table - I presume this is to do with staffing issues and therefore only wanting to have the restaurant at a partially full capacity but nonetheless it’s frustrating having to constantly wait. For the places where you can pre-book (my comment above was about the walk-in restaurants) I would also say that the whole process of getting a booking for dinner is painful- it’s exceptionally difficult so I’d book far in advance, we were unable to get any fairly last minute reservations. Lastly, I would really appreciate a list of all the restaurants and their opening times upon arrival. It’s not really clear from the website what places you can go to for lunch, what bars are open when, and what places you can make reservations at. This information would’ve made the stay smoother. Despite a few criticisms, I really liked this place and I recommend it.