Hotel Xcaret Mexico

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.

Orlando D. Maldonado

I am currently staying at Xcaret, and I have to say this has been one of the most disappointing resort experiences I’ve ever had. For nearly 36 hours, we’ve had ongoing issues with our room door lock. The resort keeps insisting that our room is the only one affected, but that simply isn’t true. I’m here as part of a wedding party, and two other family members have experienced the exact same problem. Every single time we leave our room whether it’s to visit the parks or just grab something to eat—our room bracelet no longer unlocks the door. We then have to wait for security to come and let us back into our room. This has happened repeatedly and has become incredibly frustrating. What’s even more disappointing is the lack of accountability. We’ve been told multiple times that the issue has been “fixed,” yet it continues to happen. No one from management has taken ownership or provided a real solution. I’ve stayed at many resorts over the years, and this has been, without question, the worst experience I’ve had. Between the poor service, the lack of communication, and management’s failure to resolve an ongoing issue, this stay has fallen far below the standard I expected.

Lui Lu

What's more to say about this all-inclusive resort? Yes, yes, and more yes! The resort is absolutely spectacular and beautiful. Like any destination, it has a few flaws and things that may not feel perfect for the price, but nothing is perfect in this world. Overall, the experience was outstanding. The rooms are spacious, comfortable, and well-appointed, with some areas of the resort offering especially great room locations and views. During our stay, we decided to purchase a membership. We were told the presentation would take about 90 minutes, but the entire process lasted from 8:00 AM until approximately 3:00 PM, including breakfast, getting to know us and our travel preferences, and reviewing the various membership packages. If you're considering purchasing a membership, be prepared—the packages can be quite expensive, and you'll want to have your finances in order before making a decision. One concern I saw repeatedly in Yelp reviews was the check-in process, but that was not our experience. We arrived around 3:00 PM, completed check-in, and were settled into our room by 4:00 PM. The process was smooth and relatively quick. We traveled from the airport to the resort using transportation provided by the resort. Since we were referred by an existing member, I'm not sure if that helped streamline our experience, but everything went very smoothly from arrival to check-in. The nearby parks and attractions are spectacular and are a must-visit during your stay. I highly recommend booking activities in advance if you plan to participate in the more popular experiences, as availability can be limited. Fortunately, there are also several complimentary activities available to resort guests that do not require advance reservations. Overall, we had a fantastic experience and would definitely return. One thing to note is that every elevator in the resort lacks an active ventilation fan, so be prepared for a bit of a sauna-like experience during the ride between floors. I've also noticed many reviews mention that navigation around the resort is difficult. While the property is large and can feel overwhelming at first, there are directional signs posted at nearly every corner. The first day may take some getting used to, but once you familiarize yourself with the layout, getting around becomes much easier.

Cristina Andrickson

Hotel is beautiful and very well kept and clean. Rooms are very pretty. Food was mediocre. Service and hospitality were lacking overall. Check-in process is a half day ordeal which ate up our first day unnecessarily. They send you no confirmations prior to arriving. You have to seek for yourself your confirmations or send endless emails. Very disorganized and they tell you they will fix it but they just tell you that to move you along. It's an EXTREMELY expensive hotel for the quality of service they provide. The Xplor and Xenotes park were wonderful. There are little to no activities at the hotel unless you just want to lounge by the pool or rent a kayak for 30 min!!!! Nothing else. No guest activities, games, nothing. a lot of endless walking with little to no signage of where you are going. Map's are non existent and the app does not work. We stayed for a timeshare presentation and when we said no after sitting in the heat for 90 min, the agent was extremely rude. You cannot even sit outside to enjoy an ice cream by the pool. You are not allowed. I get they are an environmentally conscious hotel but makes no sense that you can get drunk next to the pool but have NO FOOD OR even an ice cream while enjoying the pool. If you managed to get a restaurant great, if you didn't, you are waiting long lines at the buffet restaurants to be seated. Truthfully was a beautiful hotel, and if you are mostly going for the parks, then maybe it's a good option for you, however I felt it was overpriced for the quality of service you should be receiving for the caliber of this hotel.

Andrea Levicki

We have been to this resort twice—our first visit was before the expansion. At that time, it truly felt like a 5-star, exceptional experience. The service made you feel special, meals were never rushed, and everything flowed effortlessly. You could walk around at any time of day and easily find a lounger, and the overall atmosphere was relaxed and luxurious. On our second visit, unfortunately, it felt more like a 4-star experience. The resort has grown significantly, and with that has come heavy traffic throughout. One evening, we spent an hour walking to five different restaurants, all with lineups. Guests now wake up early to “save” loungers, which really takes away from the experience. The service was still good, but noticeably slower. Many times, we were left with dirty tables or had to get our own drinks. It simply feels like there isn’t enough staff for the number of guests. That said, the resort itself is absolutely stunning. The rooms are still 5-star, and the attention to detail—especially in the bathrooms throughout the property—is incredible. It’s truly beautiful. However, it seems the staffing and service haven’t yet caught up with the expansion, which is disappointing.