Hotel Xcaret Mexico

Great experience. Gained 20 pounds from all the great feasts !

We are first time parents to a six month old and we wanted our first holiday to be easy. Hotel Xcaret kept coming up as the best family friendly resort and it did not disappoint. It had play gym, swim up pools, beaches, nanny services, multiple restaurants, theme parks, zoos, performances, spa. It had it all! Our first family trip was a huge success. Our concierge Francisco Sanchez made our restaurant reservations as we were so last minute. He organized our nanny services and we were able to dine at las Cuevas (cave restaurant) and have teppanyaki as parents night out. This was a highlight of mine! We had the BEST time because of him and we will come back and recommend this hotel to all of our friends in New York!! It’s a hidden gem.

Unresponsive staff and horrific customer service. We are scheduled to arrive next week, all paid up and booked. We never received a Guest experience form to make our restaurant reservations until I asked for one multiple times. After I finally received one and completed our form with requests and asked for a confirmation, I received no response from them. I called many times, no response. After three days of calling, I finally spoke to someone named Carlos who said his colleague Daniel was handling my reservation and that Daniel would confirm my requests once he got around to them. This was days ago and still no confirmation. I have now spent weeks trying to book restaurants, airport pickup, and experiences with ZERO RESPONSE. This is appalling considering the price we’ve paid.

This was our second time at Xcaret Mexico, hotel, and our first time staying at Casa Fuego. We absolutely loved our experience both times, but at Casa Fuego, the customer service we got was out of this world! Alejandro Barrera, Juan Pablo Velazquez, and Brandon Albavera were outstanding! They were kind, forever helpful, and always willing to answer any questions. We were there for our friends wedding, and they even helped pull off a last minute “something old” for the bride. They checked in with us often, without being pushy, and even had great requests for dining and bars when we asked. They are who we will request for help every time!

We had a large destination wedding at Hotel Xcaret Mexico and it was the best week of our lives. We stayed at Casa Fuego (the adults only building) and can't say enough about the amazing experience, largely in part to our wonderful butlers: Betty Martínez Magaly Garcia, and Adriana Garrido. They treated us like royalty and were SO helpful the whole week with everything from reservations to resort and park questions. Having a private adults only pool is also really nice when there were two separate main pools closed for almost a full day of the trip due to a kid going to the bathroom in them. I definitely recommend ignoring negative reviews online and in facebook groups. Do your research, and make reservations early (their reservation system is the worst part about the entire place-it's very antiquated). The main buffet food options are good but can be very limiting. The restaurants are the best food we've ever had at any all inclusive. Xin Gao was INCREDIBLE. Be sure to go to Las Cuevas and tip your server to make sure they bring all the good meats to your table! Highly recommend this resort, and staying in Casa Fuego if not traveling with kids.