Hotel Xcaret Mexico

The resort is breathtaking. Every turn there’s a different piece of artwork or exciting design element to discover. The staff provided excellent service across the board. The only room for improvement would be communication via phone. We had difficulty contacting the front desk and room service via phone, but immediate answer on person at the front desk.

We had a mixed experience. We will always love the resort/property itself. It is our second time staying at this hotel and will likely come back again. But the second experience was the same as the first. Incredible resort, incredible property, amenities, views, etc But the problem with Hotel Xcaret is the staff – particularly at the front desk (staff at restaurants, waiters, housekeeping, lifeguards etc are amazing). When it coms to the front desk, you do not feel valued as a guest in this hotel, which is surprising considering how expensive it is to stay here. You are treated like gum at the bottom of ones shoe. You have to fight for everything – every conversation with a staff member at the front desk feels like ripping your hair out. You leave angry, upset and stressed – something Ive never felt on any other vacation I’ve been on. When we were checking in, not only did we receive our room late, but we were booked into a room we did not pay for. We booked the River Jump suite, we paid 5 thousand extra for this room at the time of booking, and we were told by the front desk (Lilianna) that we would not be getting that room. I explained to Lilianna that we had booked this room exactly and that’s what we wanted. She said you cannot book that room and it is subject to availability. Insinuating that I'm lying to her. I said I did book that room– and she said “then prove it”. What a great way to start my vacation at a luxury resort - hearing the words “prove it” from the front desk of a luxury resort is so unprofessional and left a bitter taste from the moment we started our vacation. I have never felt so disrespected on a vacation in a luxury resort. Well Lilianna, I DID prove it, my itinerary said “River Jump Suite” – so they gave us the room after speaking with a manager – 5 hours after arrival. Then I thought, hey maybe ask for compensation like a discount to the Spa or something? Fat chance, they just simply say no. And this is not just a one time scenario. People at the front desk just lie to you constantly: 1. Want to book a reservation at a restaurant? They tell you their reservations are full. Or they tell you “Our system is down”. But if you speak with a different person, they say “No problem! What date and time would you like?”. Why does one person say no and another person says yes for the same restaurant? 2. Same with late checkout – we ask for late checkout and they say its impossible. We hang up and call again, and the next person says “no problem”. Every conversation with them is like pulling teeth. We’ve stayed at dozens of resorts across Mexico and the Caribbean, and the front desk people always have a smile and try their best to help you. But at Hotel Xcaret, you get treated like a child being punished. Like I said, we will likely come back, because the property is simply amazing and unlike anything else in the world. But the front desk is the real problem – both times that we stayed at this resort. And it is clear, this is the way they are being deliberately trained to deal with guests. “Give them what they want, only if they get angry” This review was intended for management when they emailed me asking about my stay, but my reply to their email bounced. And since I took the time to write it, I'm leaving it here. I'm not the Karen that wines about cracked tiles and dirty spots on the mirror. I'm just a little pissed off that things didnt go smoothly after spending 15k on a single room. All the above aside, this property is something straight out of a movie. You walk around, and you can't beleive your eyes how beautiful it is. So much to explore, so much to do, nothing else out there like it.

The entire experience was amazing. This resort truly cares and it shows.

Our stay at Hotel Xcaret México was truly unforgettable. This breathtaking place exceeded all of our expectations. The beauty of the resort, the stunning views, and the attention to every detail made it feel like paradise. The service was absolutely amazing—every staff member was kind, welcoming, and went above and beyond to make our stay special. From the incredible food to the relaxing atmosphere, everything was perfect. We had the best time creating memories here, and we cannot wait to return. Hotel Xcaret México will always hold a special place in our hearts.

We had the most incredible time. Beatriz, Bani and Julieta were amazingly helpful and kind. The kids had a blast and so did we. Could not recommend any higher.