Hotel Xcaret Mexico

had a great time place is awesome they greeted us and took us straight to members lounge which made checking in fast and easy. The park and hotel is definitely deserved more than 5 stars they did not miss a beat. They thought of everything and every single little detail was not missed this place definitely goes above and beyond we can’t wait to go back and visit

We’ve had another great trip to the resort. As we’ve always experienced, the staff, quality of the rooms, and level of service is five stars. Our butlers this time or Juan Pablo Velasquez, Alejandro Barrera, and Brandon Albavera. For the best cappuccino , visit Teresa in the hotel lobby.

The resort is very clean and the staff is very friendly. I used the concierge services several times and they were all helpful - especially Paola Borjas - she is the best! Ask for her if you can!!!

The property is beautiful and much to do with family; however, they just expanded and have much improvement to do with their restaurant booking system, overall food availability and wait times for getting food at the restaurants and entrance to buffet areas, quicker restaurant check-in, their hotel check-in system (very long & chaotic), room guarantee (don't get what you paid for) and room service (sometimes never delivered and very long wait times). The current high cost of the rooms doesn't fit the bad experiences we had with those issues. The saving grace was the butler service that came with the Junior Suites that we booked (two and one ocean view king). Shout out to Alejandro Barrera, Juan Pablo Velazquez, and Brandon Albavera for saving our trip and delivering the level of service expected at this five star resort.

The hotel has many beautiful and well‑designed facilities, with plenty of swimming pools, family areas to relax, and a good number of restaurants on site. The buffet is enjoyable and most of the staffs in the hotel are generally very helpful, professional, and friendly. However, the restaurant reservation and concierge services were extremely disappointing and, in many ways, ruined our stay. It is almost impossible to reserve a restaurant, whether you try weeks in advance, on arrival, or through the concierge desk. The concierge rarely answers phone calls, and calls are often cut off, so the only way to speak with someone is to wait 30–40 minutes in the lobby. When we finally reached the concierge, some staff members were unfriendly, sometimes even rude, and did not seem willing or able to help. This level of service is far below what you would expect from a hotel with such strong facilities and potential. With better management of reservations and a more professional, guest‑focused concierge team, this property could offer a truly excellent experience instead of a frustrating one.