Hotel Xcaret Mexico

We came to Xcarat hotel with our family of 6 and one other family of 5 and rented 4 total rooms. We stayed for 8 nights. During about the middle of the trip I slipped on the tile stairs (wearing water shoes) and landed hard on my elbow and side, brushing my ribs badly and busting open my elbow causing it to bleed substantially. I was a bit embarrassed and because I did not necessarily need a hospital (although my wife said I needed stitches), I did not make a big deal about it as to not effect the trip for our family or anyone else. Upon checkout we were told that there was blood on the bedding and we were being charged an extra $900 for that. We obviously refused and waited for the manager. He would not allow us to leave without signing after pleading with him and explaining. He said because we didn’t make a big deal about the fall originally and report everything there was nothing he could do except give us 30% off of the $900, which only felt like a slap in the face. We were completely blown away by this. This place was amazing and like no other when it comes to the actual venue but management and service was so bad and unhelpful, that we would never want to come back. Another instance was my $300 sunglasses fell off my head at the pool and the lifeguard had picked them up. When my wife asked for them back the lifeguard refused and said that we would need to go up and file a report at the lost and found. We even showed her a picture of me wearing them the day before but she still refused. After 15-20min of waiting for her while she talked in the radio to someone else thinking she was just reporting it and would give them to us she then still refused. We finally had to snatch them out of her hand very frustrated and ran away. I was completely blown away and then in fear we overstepped and might have security come and give us a hard time. Thankfully they did not. The employees and service at that resort is the most unhelpful and unwelcoming I have ever experienced especially after spending a minimum of $35,000 in 8 days. They are ruining such an amazing venue with treating the guests like they are unwelcome at every turn. It was felt from when we arrived, all the way to checkout at many different instances. At restaurants, spa, lifeguards, maids and from management, we felt unwelcome! Few bar tenders or employees made us feel welcome and we always tipped them well when we found one. Far and few in between did we find helpful service. We had to ask for drinking bottled water more than a few times because there was none in our room and there are no stores on the property that offer them for sale. We called room service and begged them for bottled water and finally on the third day received some. One person said there’s free sodas, help yourself! Only drinking water we could find for the first 3 days was at the bars, and only received a cup of water when it was ordered. We finally found a few fill up stations at random trails here and there but we’re super inconvenient locations and were not anywhere close to our room. Our room was not cleaned completely when we arrived with trash and receipts and dirty Q-tips in the drawers. Gorgeous property but the horrible service ruins it completely!

Sebastian was a 10/10! He gave great hospitality and made me feel at home!

We had a fantastic experience. This was our 4th time in Mexico and was our most Mexican experience yet. The hotel was a great adventure in itself with plenty of nooks to explore. The parks were equally good and really rounded the experience for us. As it was a 2 week holiday we ate in the majority of the restaurants and honestly can’t say I had a bad meal, however I do love Mexican food so for people who want American may struggle. Overall my best experience in a AI with plenty to do and I can’t recommend it enough. Slightly ‘better if’ is the checking in process. We got a taxi so we missed the crowd however it still took us over an hour as we were with another family and they just couldn’t work out how to get our rooms close together. Even so still great and would go back in a heartbeat.

Everything at the resort was fantastic. The rooms were wonderful and clean, The restaurants served delicious food with a great variety. The pool was the best I've ever been in. The closeness to the beach was fun and beautiful. All the parks that were included with the resort were lots of fun and full of adventure. I LOVED IT !!!!

Our check-in process was smooth, and our room was ready on time. The only issue was that we never received the text with our room number as promised, so we had to walk all the way back to the lobby to find out which room we had. At a property this large, that’s not a short walk. The resort itself is absolutely beautiful. Our room was excellent, the location of our room was perfect, and my kids had an amazing time. The grounds are stunning, and there is so much to enjoy. Unfortunately, the biggest disappointment was the servic. Our first disappointing experience happened on our first evening at **Mercado*. . Since several restaurants were closing, we decided to eat there and found there was a waitlist. The hostess repeatedly told my husband, “If I put your name down, you might not get to eat.” My husband politely replied that he understood and was okay with that, but simply wanted to be added to the list. She repeated the same statement multiple times, almost as if she didn’t want us dining there at all. Eventually she added our name, and we were called to our table about four minutes later. The interaction felt very unwelcoming and unnecessary. Another unpleasant experience happened at **Trajinera**, the restaurant by the pool and beach. My son asked an employee for assistance because he thought she was a waitress. Instead of politely explaining that she wasn’t, she immediately responded, “I’m not a waitress,” and then told my husband and son that they shouldn’t be inside the restaurant because they were wet. They were not wet. The floor was wet because it’s next to the pool, and children in the pool were splashing water onto the deck. Even after my husband explained this, she continued walking away with a very rude attitude. It was an unnecessary interaction that left a bad impression. We also had an issue with housekeeping. One day, our bedding became wet after the jacuzzi overflowed. Instead of replacing the wet bedding, housekeeping simply made the bed using the same soaked bedding. That is something I would never expect from a luxury resort. Another major issue was the beach bar. It was closed for approximately two hours, forcing guests to walk all the way from the beach to the pool bar just to get a drink. That’s a long walk, especially in the heat.. I informed the bartender at the pool that the beach bar had been closed for hours, and he wasn’t even aware of it. Someone was eventually sent over, but only stayed about 45 minutes before leaving again. For a resort that markets itself as a Five Diamond property, I expected much better service. We also rented a yacht through **Xcaret Sailing**, and this was another disappointing experience. When we booked the excursion, we were told we could choose to visit either **El Cielo** or **Punta Maroma**. However, once we boarded the yacht and requested to go to **El Cielo**, the captain informed us that their boats are not permitted to travel to Cozumel and therefore could not take us there. This was confusing and frustrating because it directly contradicted the information we were given when we made the reservation. Had we been told this from the beginning, we would have made our decision based on accurate information. Better communication and consistency between the booking staff and the yacht crew would have prevented this misunderstanding. Room service was also extremely disappointing. Orders took an incredibly long time, and on some occasions they never arrived at all. What stood out the most throughout our stay was that every time we asked for something, it felt as though we were asking for a favor instead of simply requesting a service that should be expected at a luxury resort. We never felt genuinely welcomed. We’ve stayed at other Five Diamond resorts—and even previously at **Hotel Xcaret Arte**—where the staff made guests feel valued and eager to help. Unfortunately, that warm, attentive level of hospitality was missing during this stay. I do want to recognize a few employees who made a positive difference. One manager at **Arriba Baja** went above and beyond to help me place a room service order for my children when I was having trouble. Employees like her showed the level of hospitality I expected throughout the resort, and I truly appreciated her kindness and willingness to help. Another employee who stood out was the gentleman responsible for restocking our minibar. After we spoke with him and requested additional juices for our children, he made sure our minibar was consistently restocked with exactly what we needed for the remainder of our stay. His attentiveness and follow-through were truly appreciated and made a noticeable difference. I have previously stayed at **Hotel Xcaret Arte**, and that experience was completely different. The level of service we received there was exceptional, which is why this stay was so disappointing. I came in expecting the same standard of hospitality and attention to detail, but unfortunately, that was not the experience we had this time. The difference in service was noticeable throughout our stay. Overall, this resort is beautiful, our room was wonderful, and our children had an amazing vacation. However, luxury accommodations should be matched by luxury service. Unfortunately, that was not our experience.. If exceptional service is important to you, I would manage your expectations before booking.This property has incredible potential, but the inconsistent customer service kept it from feeling like the Five Diamond resort it advertises itself to be.