Hotel Xcaret Mexico

Terrible experience! Check in process took over 2.5 hours. We got to the hotel at 2.50pm, before check in opens. Management was unprofessional and continued to ask us to join to queue while they said our room would be ready in a few minutes. Very long queues at reception. Really poor process to get guests checked in within a timely fashion. Staff were overwhelmed and didn’t have a solution when rooms still weren’t available at 5pm. Really disappointing and certainly wouldn’t recommend this hotel to anyone who values a good guest experience.

Terrible check-in process. Took us 2.5 hours to get our room and we arrived at 2.50pm and check-in is 3pm. Staff were unhelpful and asked us to rejoin the queue for check-in after we had waited 1.5 hours for our room to be ready. Really disappointing experience and I would not recommend this hotel.

Concierge Paulo Borjas and Oliver Perez excellent service they helped me with all reservations and all information for the hotel. Will be coming back for sure.

I am writing this review with deep disappointment because until our final day, we truly loved our experience at Hotel Xcaret. We spent 10 nights at the resort and invested a significant amount of money in what we believed would be a memorable family vacation. Unfortunately, the way we were treated at the end of our stay completely overshadowed what had otherwise been a wonderful trip. On the day of our departure, after we had already checked out and were waiting for our scheduled transfer to the airport, we were informed that our flight with WestJet had been cancelled. We were still physically at the hotel by the pool waiting for our shuttle when this happened. When we approached the concierge desk for guidance or assistance, we were told that because we had already checked out, the hotel would not help us in any way. Staff repeatedly referenced their terms and conditions and stated that since our stay had ended and they were not affiliated with the airline (which they very much are), we were completely on our own. We asked if the hotel could at least honor the airport transfer so we could get to the airport and work with the airline. The answer was a very firm no. Our transfer was taken away, and we were told we would need to arrange transportation and accommodations ourselves. The only option the hotel offered was to pay approximately $4,000 USD to stay another night. As a result, we were left sitting in the lobby with all of our luggage and our 9-year-old daughter, who was crying because she realized we were stranded. It was an incredibly stressful and upsetting moment for our family. What made the situation even more shocking was what happened next. One of the bus drivers saw my daughter sitting on the floor crying and kindly offered to take us to the airport. However, a manager immediately stepped in and told him that he was not allowed to take us. The lack of compassion in that moment was honestly unbelievable. Thankfully, the driver showed humanity and helped us anyway by loading our bags onto the bus so we could get to the airport. After spending 10 nights at the resort and paying a premium price for what is marketed as a luxury experience, the complete lack of empathy or basic assistance from hotel management was extremely disappointing. No one expected the hotel to fix the airline situation, but refusing even basic help — such as allowing us to take the transfer we already booked — felt unnecessarily harsh and uncaring. The way we were treated in a stressful moment has left a lasting negative impression. For a resort that promotes exceptional guest experience, this situation fell very far short.

Wonderful experience in every way. Loved the rooms. We stayed in the new building, Cielo at XcaretMexico.