Hotel Xcaret Mexico

There’s a ton of stuff to do felt overwhelming! Lots of different restaurants and areas to visit .

Beautiful place. Have been here 3 times. This place is huge. Lots to do. Again super beautiful. Wether you stay at the hotel and explore everything it has to offer or you do all the parks and tours you can do for free while staying here, I recommend this place 100%. Things to do with all sorts of ages in your family. You will not regret your stay. Food could be a little better but it’s not horrible. My cousin got married here at the church overlooking the resort and carribean sea, absolutely stunning! Staying here really changes how you stay anywhere else because you expect it to be like this. All and all I would recommend it.

Now that our trip is complete, and I can confirm the lack of customer service that we experienced prior to our trip continued our entire stay at Hotel Xcaret. I have never experienced such lack of service at any resort and we have vacationed all over Mexico. I spent 3 weeks prior emailing back and forth with guest services, calling and spending over an hour on hold and trying to get help via the online chat to organize reservations to restaurants prior to our stay. Did I get help? Nope. Tried as soon as we checked in, and surprise surprise, all booked. No consideration at the pages and pages of emails I had or the time I spent prior to our trip to organize ANYTHING, there wasn't any attempt to make it right and get our party a reservation, ANYWHERE. We got ZERO of our requested reservations. So, if you want to experience any of the restaurants, good luck. Seems you need to be part of the timeshare/world destination club to get any service. Other issues: 1. Spent 2 days calling for extra bedding for our fold out bed, had to follow up 5 times with 3 visits to the concierge. 2. Never once was water refilled in our room. I called a total of 5 times in one day with no water delivery and it wasn’t until I talked to a manger that it was filled. 3. Room service. Half the time it the orders never went through. The other times they would call and let us know how long and it was always double the time confirmed. Once being delivered at 12:30am for a 10pm order. 4. Our friends’ sons air pods were taken. We had an address showing where they were in Playa Del Carmen. We had to follow up with security every day, half the time they couldn’t find the report, and nothing was done. A simple cross check of the address reporting where the air pods were located against employees would have shown some effort in the Hotel Xcaret’s security/staff trying to help find them. We of course left the resort without the follow up promised. If you want a vacation where you spend it calling and calling guest services, half the time no one ever answers the phone, the other half the requests are never completed and you spend your whole trip following up with no help, then this is the place for you. The property is massive and very nice but the lack of service put such a bad taste in our mouths, we will let everyone know that they should book elsewhere and pay to go to the parks you want to. Save your money!

Absolutely INSANE property for families. Something to do for kids and adults around every corner. You could stay two weeks and still discover new things to do and experience. Food was good at buffets, better than expected. The sit-down restaurants mostly require advance booking, but are much better. Monarca and La Silla particularly stand out. If you want a lazy luxury beach week for foodies, this is not for you. If you like adventure, nature, activity and have kids who love new experiences, this is for you.

We’re here now and the service is terrible. I read the reviews before about horrible service and I didn’t cancel because we want to go to the parks. If you aren’t concerned