Hotel Xcaret Mexico

Can i just say wow! This resort is totally worth it. You get to enjoy all parks and amenities with booking the lowest category of rooms and honestly, the liwest would be a mid to high tier in other resorts. The room is impeccable, the amenities, the freebies. Everything is so luxurious. I reallu enjoyed staying here and would totally want to come back.

A stunning resort with beautiful nature, crystal-clear waters, and excellent facilities. A perfect destination for relaxation and an unforgettable vacation ✨

We had an absolutely wonderful experience with our room service waiter, Asunción! He exceeded every expectation and went above and beyond to make our stay feel truly special. His kindness, warmth, and outstanding service made us feel less like guests and more like family. He made sure we felt welcomed, cared for, and comfortable every step of the way. What made the experience even more special was how much the little ones loved him, too! ❤️ His genuine personality, patience, and thoughtful attention made such a positive impression on our entire family. It’s rare to meet someone who makes you feel so welcomed and cared for, and Asunción did exactly that. People like Asunción are what make a stay truly memorable. He is an incredible asset to the team, and we sincerely hope his exceptional service and dedication are recognized and appreciated. Thank you, Asunción, for making our experience so special and for treating our family with so much kindness. You made us feel at home, and we will always remember the wonderful experience you gave us! Asunción, you truly went above and beyond, and you deserve all the recognition for the amazing job you do! Five stars all the way! ⭐⭐⭐⭐⭐

We stayed at Hotel Xcaret México from December 11–17, 2025, with our three young children and extended family. Although the resort itself is beautiful, our experience with room assignments and guest services was extremely disappointing, particularly considering the price and reputation of this property. Upon checking in on December 11, we were assigned a room overlooking a busy pool area, despite having specifically booked a Suite River, a room category advertised for its views of the resort’s natural rivers. Instead of the river view we had paid for, our patio faced a crowded swimming pool just a few feet away, offering very little privacy and considerable noise. The location was particularly unsuitable for a family traveling with three young children. What made this especially frustrating was that the front desk never informed us of the room's location or that it did not match our reserved category. When we requested a room change, we were told we would have to vacate our room by noon the following day but would not receive a replacement until 5 PM, leaving our family without a room for five hours. On the morning of December 12, around 9:30 AM, a Guest Services manager named Gustavo visited our room and assured us that a room on the sixth floor would be available as soon as possible. He also promised to coordinate our luggage transfer. Unfortunately, what followed was an entire day of waiting, poor communication, and repeated trips to the front desk. By 3:25 PM, we were told the room was undergoing its final inspection. Yet by 5 PM, we still had no room. At approximately 6:50 PM, after I personally returned to reception again, the manager on duty, Flor, informed us that the promised sixth-floor room was no longer available due to an alleged maintenance issue. We were instead assigned a room on the fourth floor. After waiting nearly seven hours without a room, the replacement was hardly an improvement. Its location was far from ideal, with an obstructed view and a nearby structure that illuminated brightly at night. To make matters worse, when we finally entered the room around 7 PM, the cribs for our children were missing. We had to request them again and wait another 20 minutes, despite our children's usual bedtime being 7:30 PM. Because of these completely avoidable delays, we also missed a dinner reservation at Las Cuevas, where our extended family had planned to gather for a special celebration. This was particularly disappointing because spending time together was one of the main reasons for our trip. Throughout this experience, we received little more than generic explanations about staff doing their best under the circumstances. There was no meaningful effort to make up for the inconvenience, no sincere acknowledgment of how poorly the situation had been handled, and no satisfactory explanation for why a suitable alternative could not have been arranged earlier. I also contacted Guest Services by email and received no response during the ordeal. I understand that hotels experience operational difficulties. What distinguishes a luxury property, however, is how it responds when things go wrong. At Hotel Xcaret México, we felt that the burden of resolving the hotel's internal problems was repeatedly placed on us. For a resort that markets itself as a premium, family-friendly destination, this level of service was unacceptable. The property is impressive, but our experience demonstrated a serious disconnect between the luxury experience advertised and the actual treatment of guests when problems arise.

Beautiful place, lots of food and fun, nice beach access. Lots of swimming pools. Transportation to the parks and airport makes a difference, not need to drive or call an Uber.