Hotel Xcaret Mexico

Great hospitality and food , enjoyed

Very disappointing experience at Hotel Xcaret México. We made our reservation approximately one year in advance and originally paid approximately $4,000 for our five-night stay for our family of four, reserving a River Suite with two queen beds. When we arrived, not only were we told our daughter’s age had been entered incorrectly as 6 instead of 8, but we were also not given the room we had reserved. Instead, we were placed in a room with one king bed and a pull-out sofa, which was uncomfortable for our family. We were finally moved to our original room with two queen beds the following night. At check-in, we were also told that we would be charged an additional $1,025 per night for our 8-year-old daughter, totaling approximately $5,125 in additional charges on top of the approximately $4,000 we had already paid for the room. We did not receive an additional room, amenities, or services to justify this enormous additional cost. There was also an active promotion stating that children under 17 stay free, yet this was not applied to our reservation. We also later learned that we were supposed to receive an email approximately one month before our stay with information about resort amenities and restaurant reservations. We never received that email. When I called approximately two weeks before our arrival, we explained the situation, but we were not given any priority or assistance with restaurant reservations despite the fact that the hotel had failed to send us the information we were supposed to receive. Our stay was further impacted by significant wedding noise directly near our room. Our son is autistic and has noise sensitivities, and despite explaining the situation to the hotel, we did not feel that adequate accommodations or consideration were provided for his needs. We were offered a room change at 10 PM, which was not a reasonable solution for our family at that point in the evening. When we later saw another wedding being set up, we requested a room change and were eventually moved. Despite the extraordinary amount we paid, the room issues, the lack of communication before our stay, and the difficulties we experienced with our autistic son, we received no meaningful accommodations, priority, or resolution. Most disappointing of all, after bringing these concerns to the hotel, we never received a response addressing our complaints or the disputed charges. For a resort at this price point, we expected much better customer service, communication, and accountability. Unfortunately, our experience fell far short of what we expected from Hotel Xcaret México.

BRITISH REVIEW 🇬🇧 — 5 Stars, But With Some BIG Buts… I’m going to start with the cons before you get bored of reading 😂 Firstly, please, please DO NOT fall for the $200 breakfast sales pitch. It is seriously not worth the stress! They try to woo you in with the breakfast, but once the sales pitch starts, the hard sell is horrific. We declined the offer, then another manager came over and tried even harder. After that, we were walked into another room where someone else had another go at convincing us! Eventually, I was taken into a room that looked like a Covid testing centre just to collect our coupons 🤣 By this point, they seemed angry that we hadn’t bought anything and genuinely made us feel inadequate. They tell you it takes around 1.5 hours — ours took 2.5 hours! Our kids were crying and clearly fed up, but the salesperson kept saying he needed to finish his pitch, without much care for the fact the kids had completely had enough. During the presentation, every time someone apparently signed up, all the sales reps would start clapping. I have my suspicions there may have been a few stooges in there 😂 Unless you’re a millionaire, I’d personally avoid it. The prices they were quoting were outrageous. They also showed us a booklet of holidays through companies they partner with, trying to make it sound incredibly luxurious. One of the examples was a barge holiday in Nantwich, England 🤣🤣 He did his absolute best to glamourise that one! Other negatives… The service is very inconsistent. There are some genuinely lovely members of staff who couldn’t do enough for you, but unfortunately that isn’t the case everywhere. There’s also virtually no evening entertainment or proper shows, which really surprised us for a resort this size. Most nights ended up being early nights. There was occasionally some music in the main lounge around 10pm, but you’d see two families at most watching it. Considering how busy the resort is, I found that really strange. The concierge service was horrific. Make sure you screenshot every restaurant reservation you make! They got ours wrong twice, which is both disappointing and embarrassing when you turn up with your family and get turned away. They also told my wife she couldn’t get her hair done at the spa. We spoke directly to the spa afterwards and they said she absolutely could! It just feels like some of the concierge staff haven’t been trained properly or don’t have the correct information. For the amount of money this resort costs, the overall level and consistency of service should be much better. NOW FOR THE PROS… ⭐️⭐️⭐️⭐️⭐️ The resort itself is absolutely STUNNING. Everywhere you walk, you’ll find another picturesque spot. The grounds are incredible, the whole resort is spotless and even the toilets are immaculate. You really can’t fault how beautiful and well maintained the place is. The food is by far the best I’ve ever had at an all-inclusive resort. The included restaurants are genuinely next level. Some of the meals were outstanding. My advice would be to book your restaurants as early as possible, because reservations can be very difficult to get. The water slides dotted all around the resort were magic, especially with the kids. There’s constantly something to discover. Having the boat from the hotel to Xcaret Park was awesome, and having access to all the parks included is a massive plus. Trying to squeeze everything into one day at the parks would be exhausting, so being able to visit them more casually made the whole experience much more chilled and enjoyable. Would I come again? Maybe… but I wouldn’t be in a rush. For this sort of money, I think there are other luxury resorts where you’d receive a much higher and more consistent standard of service. That said, I can still understand why it’s considered a 5-star resort. The setting, the beauty of the hotel, the cleanliness, the food and the access to the parks are absolutely incredible. Fix the sales pressure, improve the concierge and service consistency, and add some proper evening entertainment, and this place would be very difficult to beat. Overall: 5⭐️ for the resort itself — but there are definitely some BIG buts!

Adrien and Anallely was Amazing there service was great. Without the roof top bar at casa Luna are experience here would probably not have been the best.

Adrien and Anallely were an amazing bartender and waiter and they were always so kind to me and my parents, they made this vacation amazing and always took care of us.