Hotel Xcaret Mexico

up and they pretend to sell luxury but really fall very short of nice and luxury experience. Long lines for restaurants, no dishes available at the buffet and the coffee mugs were cracked. perhaps they just cannot keep up with demand, but the customer really suffers the lack customer service At arrival we were not even greeted with a drink water or anything, mind you that the location is super hot and humid. We had to wait like 50 minutes in line just for check in. I chose this hotel because of the hype but please BE AWARE stay away if you want to really have a nice experience. They really need urgently customer service training and more people and really work on what they offer. Installations are beautiful hotel is big and nice but if the customer service is lacking when you have to wait long lines to eat and once you get to the restaurant there are no plates and coffee mugs are cracked, then it’s worth asking is this really what I am paying for???

Poor customer service! Nothing they tell you at booking or on their website is true. Absolutely not handicap accessible!

We came to Xcarat hotel with our family of 6 and one other family of 5 and rented 4 total rooms. We stayed for 8 nights. During about the middle of the trip I slipped on the tile stairs (wearing water shoes) and landed hard on my elbow and side, brushing my ribs badly and busting open my elbow causing it to bleed substantially. I was a bit embarrassed and because I did not necessarily need a hospital (although my wife said I needed stitches), I did not make a big deal about it as to not effect the trip for our family or anyone else. Upon checkout we were told that there was blood on the bedding and we were being charged an extra $900 for that. We obviously refused and waited for the manager. He would not allow us to leave without signing after pleading with him and explaining. He said because we didn’t make a big deal about the fall originally and report everything there was nothing he could do except give us 30% off of the $900, which only felt like a slap in the face. We were completely blown away by this. This place was amazing and like no other when it comes to the actual venue but management and service was so bad and unhelpful, that we would never want to come back. Another instance was my $300 sunglasses fell off my head at the pool and the lifeguard had picked them up. When my wife asked for them back the lifeguard refused and said that we would need to go up and file a report at the lost and found. We even showed her a picture of me wearing them the day before but she still refused. After 15-20min of waiting for her while she talked in the radio to someone else thinking she was just reporting it and would give them to us she then still refused. We finally had to snatch them out of her hand very frustrated and ran away. I was completely blown away and then in fear we overstepped and might have security come and give us a hard time. Thankfully they did not. The employees and service at that resort is the most unhelpful and unwelcoming I have ever experienced especially after spending a minimum of $35,000 in 8 days. They are ruining such an amazing venue with treating the guests like they are unwelcome at every turn. It was felt from when we arrived, all the way to checkout at many different instances. At restaurants, spa, lifeguards, maids and from management, we felt unwelcome! Few bar tenders or employees made us feel welcome and we always tipped them well when we found one. Far and few in between did we find helpful service. We had to ask for drinking bottled water more than a few times because there was none in our room and there are no stores on the property that offer them for sale. We called room service and begged them for bottled water and finally on the third day received some. One person said there’s free sodas, help yourself! Only drinking water we could find for the first 3 days was at the bars, and only received a cup of water when it was ordered. We finally found a few fill up stations at random trails here and there but we’re super inconvenient locations and were not anywhere close to our room. Our room was not cleaned completely when we arrived with trash and receipts and dirty Q-tips in the drawers. Gorgeous property but the horrible service ruins it completely!

Sebastian was a 10/10! He gave great hospitality and made me feel at home!

We had a fantastic experience. This was our 4th time in Mexico and was our most Mexican experience yet. The hotel was a great adventure in itself with plenty of nooks to explore. The parks were equally good and really rounded the experience for us. As it was a 2 week holiday we ate in the majority of the restaurants and honestly can’t say I had a bad meal, however I do love Mexican food so for people who want American may struggle. Overall my best experience in a AI with plenty to do and I can’t recommend it enough. Slightly ‘better if’ is the checking in process. We got a taxi so we missed the crowd however it still took us over an hour as we were with another family and they just couldn’t work out how to get our rooms close together. Even so still great and would go back in a heartbeat.