Hotel Xcaret Mexico

Anallely has been great at the roof top bar!!

ANALLeLy was a very pro and nice person

This resort is TOP NOTCH! Its the first resort I have been to that I feel like I can say I have actually been to Mexico, not a resort in Mexico. The grounds of the Hotel are massive, but in the best way. It never felt crowded, it felt like a unique area that was great for exploring and discovering new things. The whole resort has so much to do, not even counting the parks which are included. After a week, we felt we'd only scratched the surface! Also the food is incredible! its so authentic and celebratory of all that makes real Mexican food unique and amazing. Again, we barely got to try a quarter of the things offered, but there are so many amazing places to eat. Even the buffets are at a whole new level of quality and flavor. I have never been so impressed by a resorts food quality. Yes, the price is high. but for what you get, I think its well worth it. This was a bucket list trip for me, and I plan to go back now because it was so amazing.

We went for my parents 25th anniversary. I had sent the form with our desired reservations for restaurants and activities a month an advance as advised and no response. Finally I called and was told they were working on our reservations and was told to call in a week. I called again and was told the same to call in two days. I did and was told to wait till I got to the hotel. Finally me and my family arrived and were told they had not received anything. Luis, our concierge agent told us he would work on getting us the reservations and to come back the next day. Luis said that because we purchase through Costco we don't get the same service when t comes to reservations. My family and I were beyond frustrated with Luis and his service. He not only made us feel unwelcomed but completely disrespected us. Not only did we come back the next day to find out Luis was not there that day and when helped by the next concierge who was Derek. They told us there was nothing they could do and that we had to check with them again in an hour. When I came back Derek avoided helping me and hid behind his coworkers. I had to physically point at him 3 times for him to come help me. We were told Luis had reached out to the restaurants but they had not answered. Two days and they did not answer. Keep in mind these are restaurants (Las Cuevas) inside the hotel and they were unable to communicate with them. Finally Derek told us we had to show up at the restaurant to ask them directly and so we did just that. When we got to Las Cuevas, they told us that the concierge has the power to make our reservations and that they had not received anything. They did not provide a resolution or offer any other restaurant reservations. We just wanted to enjoy a non buffet dinner to celebrate my parents 25th anniversary. We spend good money on these vacations and me and my family were highly disappointed that the service was so terrible. They did not show any eagerness to help or resolve our problems. I would not go return and do not recommend.

Anallely was WONDERFUL!! Drinks selection was great.. Very attentive