Hotel Xcaret Mexico

The Hotel is wonderful, the attention of all its staff is excellent, especially Isela Iñiguez from Coordinador Xlounge, she makes the difference, she is super professional, pleasant and did almost the impossible to solve our needs. We were delighted with her treatment and service. Congratulations for having an unparalleled staff

I don’t usually post online but I am still at Xcaret Mexico and feel very strongly that REAL experiences here need to be shared. The property and grounds are beautiful and the grounds are well maintained. That’s about all I have nice to say about it. We are traveling with a baby as part of our larger 17 person party. We worked with a travel agent to arrange for a crib in the room. It was confirmed in our reservation, at check-in and again when we arrived to our room and it was not there. By the time They were able to deliver the crib it was after 10pm. In the room they provided 2 small bottles of still water. We made a request for more to make formula for the baby, they said they’d send it ASAP. We waited nearly 4 hours and received nothing. The concierge did not answer repeated calls during this time so I went down myself and was told again it would come soon and there wasn’t anywhere I could get still bottles water, meanwhile my baby is screaming from hunger and I’m crying because I can’t feed my child. I finally found a sympathetic bartender who was able to get some from Mini-bar stock for me- this was now 6 hours later. My father-in-law got sick with stomach problems on the second night and my brother in law cut his foot badly on a piece of sharp exposed metal in the TEEN room. They cancelled ALL of the dinner reservations that had been made 6 weeks in advance and blamed it on the “new system.” We only found this out when we arrived for our first reservation of the week and they turned us away. They were not able to accommodate that night or any other. On our third day my husband, baby and myself were stuck in an elevator - note the elevators in the old section where we were do NOT have air conditioning. The doors would not open and the emergency call person spoke only Spanish. After about 5 minutes my husband was able to get it to another floor and get the doors open, no one was coming to help. There are other quirks that I would say do not make this appropriate for very young children such as lack of doors on the bathrooms and rules regarding no show reservations that makes planning with children difficult. Room service was slow if it came at all, if it came missing items, you got a “sorry” or a “no you didn’t order it” like sir, the orders saved on the tv app, I can see I ordered it and told to place another order. When you’ve been waiting almost 2 hours already. The biggest problem was not the very basic errors but the response by the service personal. They say sorry, shrug and refuse to do anything to try and resolve the situation. You’ll get better service at the Hampton Inn. I would not recommend this resort to anyone let alone anyone with small children.

Very good palace and the atmosphere is so energetic the food and the service very good

Good ambiyance..deep clean Wonderful...

The hotel does not accommodate to ANYTHING. For a hotel that is supposed to be all inclusive, getting just water delivered to your room was near impossible. We had to call several times a day to get water bottles and well into the the night kept calling with no service. We called for room service daily, with a minimum of 90 minutes, they kept changing the menu and saying what we wanted was unavailable, even though the menu inline listed the items. We planned our trip months in advance and the reservations still got messed up, and ruined daily plans, which affected our enemies itinerary. It’s definitely not worth the cost.