Hotel Xcaret Mexico

Please read this review before you ever consider going. This place is an overpriced rip off. My party of 8 decided to come here and paid a total of over $20,000 for this trip and I would never ever come again. The service is horrible, and you can tell the workers are underpaid and unhappy. When we arrived to the hotel, it takes over 2 hours to check in. We did ask for an upgrade, but I've stayed in hundreds of hotels in my entire life for both vacation and work and never had this issue. Despite paying for an upgrade on two rooms, we did not receive an upgrade in one of the rooms. Our luggage took over 6 hours to come. Come to find out, it's just sitting in another lobby. We could not change, charge our phones, take needed medications, go to the parks, nothing. Staff lied to me multiple times about how things work, or even saying there was no manager on duty at the front desk. After waiting two hours on room service, we began to call them and every time we called, they hung up. They did not answer until we walked all the way to the lobby. Cleaning people made my pull out couch bed and made the sheets on top and comforter on bottom. Incompetent, then I have to after a long day remake my bed that was fine this morning!!! Cenotes guy tried to extort us for cash for swimming shoes claiming he couldn't charge it to our room. Luckily we weren't able to use these atms, so suddenly he was able to! Staff talked ABOUT US right in front of us in Spanish thinking we can't understand. I may not be able to speak it, but I know exactly what was said along with a native Spanish speaker along with our party. We even had a member who was in the pool today tell us about her horrible experience here also, and how the parks are great but the staff and service suck. Additionally, so much stuff was charged as add-ons, but would be included at other resorts. At many of the parks, there is also a lot of activities to pay extra. Many of our reservations were cancelled, and no one could tell us why. And let me tell you, anything at this hotel is impossible without a reservation on their broken system. No one is on the same page here. I could go on and on. We spent a total of over 7 hours talking to managers and complaining, and the only thing we were offered were photos and a refund for the upgrade of the room we did not get. I truly hope Costco cancels the partnership with them as this was the worst vacation through Costco we've ever had. A motel 6 is better than whatever this mess is. I had so many friends who wanted to go after I told them about it, and now after going I now have to tell them all how horrible it was. The parks were fun, but just don't come here. Maybe if the employees were happier, service would be better, but the employees will lie just to get you to go away. There's no follow up, nothing. There's comparable hotels all over Cancun with amazing pools, for the parks I would just pay separately. Waste of money, I'm leaving vacation crying my eyes out.

The experience was great. The food was amazing and tasted very high end. Our server, Alexander, was very caring and attentive to us. I would love to come back!

Excellent food! The service was spectacular. Alexander is wonderful! Very attentive and kind.

I stayed at this hotel with my husband as a little get away. Staff was super friendly, food was great and pools even better. The place was super clean, a little on the expensive side but worth it.

Xcaret Mexico was honestly one of the best resorts I've ever visited. Everything was just perfect—from the stunning views and beautiful rooms to the amazing food and friendly staff. The all-inclusive experience was worth it, and having access to the Xcaret parks made the trip even more memorable. Every corner of the resort is so well maintained, and the atmosphere is peaceful yet full of fun activities. I made so many unforgettable memories here and would definitely love to come back. Highly recommend it to anyone planning a vacation in Mexico! 🌴✨