Hotel Xcaret Mexico

My family and I traveled for Christmas and it truly was a dream. When you arrive to the resort, you no longer need to worry about a thing. Entertainment, food & relaxation are at your fingertips. The food is excellent and the included admission and transportation to the surrounding parks make everything easy and thrilling. We felt like VIPs the entire time thanks to our butlers! They helped arrange reservations where needed (although that’s not necessary as there are wonderful buffets available) and helped us navigate any plans we had.

I have been staying at the Karthi hotel since 25 December. On the morning of 28 December 2025, I accidentally left my black Macpack backpack in the lobby area near the reception desk. I departed the property by taxi at approximately 11:10 am. At around 11:35 am, I realised that I had left my backpack in the reception area and immediately contacted the receptionist (Dewi). I spoke with her directly at that time and informed her that I had left my backpack in the lobby area. During the phone call, the receptionist asked me to describe the backpack. I described it as a black Macpac day pack, approximately 20 litres in size. The backpack contained cash in the amount of approximately USD 450–500, in 20-dollar notes. The receptionist stated that she was busy attending to customers at the time of the call. However, it was later confirmed that there were no guests checking in or checking out during that period. I later followed up in person with the receptionist regarding the missing backpack. She informed me that the security camera storage was full and that the seating area where I had left the backpack was not clearly visible on the security cameras. This explanation does not match the layout of the lobby, as security cameras are installed, including coverage of the seating area. Despite multiple attempts to obtain assistance, the backpack has not been recovered. At the relevant time, the lobby area was occupied only by hotel staff, with no other guests or members of the public present.

We had a great time at this resort. The upgraded Mexico 2 made the resort go from 10/10 to 20/10. The food alone 10/10. All the new restaurants excel in quality, service and thematic setup. Here are 4 staff member who excelled at their job and provided amazing service and hospitality. 1. At Chupe Night club 12/04/2025 : Arturo He kept our drinks going, was able to follow up on all our drink requests and even remembered us the following night. It's that type of service that makes you feel welcomed and appreciated. 2. At Arriba Baja restaurant 12/06/25: Daniela She was very accommodating from the moment we sat on our table. Was very patient with us to explain us the different dishes they offered. Gave us lots of detail in their available drinks. Gave us all the right recommendations to have a very amazing dinner. She made plenty of trips to make sure we had everything we needed. I wish more servers were as dedicated as her. 3. Xailing Cozumel ferry transfer 12/06/25: Miguel He gave us exceptional service and attention. Gave us a thorough explanation of the many things Cozumel has to offer. Lots of tips and advice to make our trip to the island way more enjoyable. He was very knowledgeable with the dynamics of the Island. It's this type of attention to detail that differentiates great tour guides to your average guide who doesn't really care if you have fun or not. Miguel wanted us to u hoy our trip and have as much fun as we could. Thanks to all his advice we did!! 4. Muluk spa 12/07/25: Joanna and Luz We went for a much needed spa massage. Not only was the massage amazing and so relaxing. These professionals were super kind, welcoming, supportive, and friendly. They made our 1hr experience feel amazing. Will definitely go back there and request them. It's one thing to have a job that requires you to be a professional and another where you enjoy your job, put extra effort and make sure your clients feel like their money was well spent. 10/10 Our entire stay was amazing. From visiting the parks Xenses, xplore by bike riding to Xinema having some of the best pastor tacos ever. The resort had put a lot of effort on every restaurant's offering and accommodation. You can tell by their specific menu and drinks. It's worth every penny staying at this resort. All their pools and lounge areas are clean and comfortable. My ONLY GRIPE that I had happened on 12/27/25 room service request at 8pm(we did the call request at 6) My son requested some tacos and a burger. 4 hrs passed and we never got the food. We called room service and they never picked up. Simply unacceptable and very poor service. Our concierge did mention not to try room service because they were struggling, nevertheless room service is literally ONE OF THE BEST FEATURES OF THIS RESORT. To negate us of this is cringe. Either offer it and have it perform as it has in the past (we've been here 7x) or don't offer it at all. The straw that broke the camels back on this is how after giving up and not getting our food, we walked to Xinema to grab a bite since by 10 a lot of restaurants were now closed. While on our way there we see a staff member with a cart delivering food to one of the rooms on the new building smh lol that's how I knew they weren't down and simply lacked on us. Unforgivable lol. Fix this Hotel staff. Room service is one of the best things this resort has. My son loves it! The food menu is actually very good. He says it makes him feel like royalty lol. So yeah work on this please. Other than this our experience was great and will definitely continue to visit. Our fave Cancun distination hands down

I have just got to the hotel. Absolutely furious. We Put in requests a month ago and talked to numerous people via phone and email. We have just been informed after spending 20000 dollars on our family vacation there are no reservations at the restaurants we want available. The lady walked away from us and did not even show us our room. We have been here 15 mins and have as an awful experience. My husband and I are not happy.

DON‘T EVER BOOK THIS HOTEL不要来！不要来！不要来！ Luxury price, but serious operational failures ruined our stay 高价度假，却因严重管理失误毁掉整个行程 ⸻ Restaurant reservations – complete failure 餐厅预订：彻底失效 We chose Hotel Xcaret Mexico expecting a premium, well-organized luxury experience. Unfortunately, this became the most expensive yet worst-serviced trip we have ever had. 我们选择 Xcaret Mexico 酒店，是因为它被定位为高端、全包式度假村。但这次却成了我们花费最高、服务最差的一次旅行。 One month before arrival (in November), I emailed the hotel to reserve restaurants and activities and called twice to reconfirm. Each time, I was clearly told everything was confirmed. 在入住前一个月（11 月），我通过邮件预订餐厅和活动，并 两次打电话确认，每一次都被明确告知“已经确认”。 Upon arrival, we were informed that nothing had been reserved. The manager on duty said he could not help and claimed all restaurants were fully booked for the next two weeks. He promised to send a revised itinerary to our room the same day, which never happened. 但到达酒店后却被告知 什么都没有订上。当班经理表示无能为力，并称餐厅未来两周都没有位置，还承诺当天会将新的行程单送到房间——但最终并未兑现。 Later, we personally walked to the restaurants and discovered that many actually had availability, showing this was a management and coordination failure—not a capacity issue. 更讽刺的是，我们后来亲自去各家餐厅询问，发现多家餐厅其实仍有空位，这说明问题并非客满，而是酒店内部管理和沟通的严重失误。 ⸻ Room service – consistently unacceptable 客房送餐服务：长期失控 Throughout the entire stay, room service wait times ranged from 90 minutes to over 3 hours. Orders were repeatedly sent to the wrong room, lost, or claimed to have never been received. 整个入住期间，room service 的等待时间普遍在 90 分钟到 3 小时之间，并频繁出现送错房间、漏单，或被告知“未收到订单”的情况。 No meaningful solution was ever offered beyond brief and insincere apologies. 酒店始终没有给出任何有效解决方案，只有敷衍的道歉。 ⸻ Major maintenance issue – no hot water 严重设施问题：半夜无热水 On our third night, our room completely lost hot water due to a plumbing failure. From 11:00 PM onward, we repeatedly tried to contact concierge, but calls were either unanswered or disconnected. 入住第 3 天晚上，房间水管故障，完全没有热水。从 晚上 11 点开始 多次联系 concierge，但电话不是打不通，就是被直接挂断。 After returning from activities soaked in saltwater, we were unable to shower and had to wait until 3:00 AM before a manager finally moved us to a smaller room with a worse view, simply so we could rest. 我们当天活动结束后浑身都是盐水，却无法洗澡，一直等到 凌晨 3 点，才被安排换到一个 更小、景观更差的房间，只是为了能勉强休息。 ⸻ Ongoing system errors & zero compensation 系统错误持续存在，且毫无补偿 After the room change, the phone system still displayed an incorrect room number. Despite informing management and being told notes were added, services continued to be sent to the wrong room. 换房后，房间电话系统仍显示错误房号。即便我们已向管理层反映，并被告知已做备注，酒店仍不断将服务送错房间。 No refund, compensation, or meaningful resolution was ever offered. 整个过程中，酒店没有提供任何退款、补偿或实质性解决方案。 ⸻ Final note 最后说明 We have formally submitted this entire case to PROFECO (Mexico’s Federal Consumer Protection Agency) seeking fair treatment. 我们已将完整情况正式提交至 墨西哥联邦消费者保护机构 PROFECO，以寻求合理处理。 The resort may look beautiful, but behind the scenes, the operational failures completely overshadow the experience. For a property at this price point, this level of service is unacceptable. 酒店外表确实漂亮，但其背后的运营混乱彻底毁掉了体验。以这样的价格和定位来说，这种服务水准是完全无法接受的