Hotel Xcaret Mexico

Anna Lilly and the staff at the pool bar on sol are amazing!! N

I just got back from my experience at xcaret Mexico hotel which was not great. The day we arrived it was raining and late it took them 1 hour to check us in after that hour no one walked us to our room and we were walking around getting wet. Our concierge Daniella decided not to help us after we refused to partake in the sales pitch presentation they do there at the hotel to try to make you a member. That was the first day on the second day my daughter took a bath in the hot tub in the room and when the Jets turn on it sprayed water all over the room wetting our beds. I called the reception around 2:00 p.m. to have them change our sheets we left the afternoon to a park and got back around midnight to find that our sheets were still not made. We were tired and just wanted to go to bed and we had to wait about 30 minutes. The next day we left early for the parks and when we came back there was no toilet paper in our room. I had to call them and they took them 2 hours to get us toilet paper. The last day before we left our trip we ordered room service and we were told it would be 45 minutes it took them 2 hours and by the time they arrived our kids were already asleep and did not have dinner. Yes the hotel is beautiful and yes it's nice that the parks are included but for the service that is provided this hotel is definitely not worth the price. Another thing to consider is they are very strict the pools close at 8:00 p.m. although it's still light outside and it's still hot. Also, If you don't reserve for dinner then you're stuck eating the same International Buffet that they have at every restaurant and you will get sick of eating the same thing. This is not the type of place that you can come and relax because you're constantly waiting in the line for food or for transportation. If you want to order something in your room forget it it will take 2 hours for you to get any attention. I greatly regret this trip.

Not worth the money, just buy the park passes. The photo department along with hotel staff don't communicate and leave you feeling like you've been scammed b/c there is 'nothing anyone can do' if you have any problems. Our photos got scanned into a different room. After hours and asking for a manager, 1 person got 1 park's worth of photos moved into the correct room. Then nothing after that and emails with photo say we have to pay for the pictures of the other room. We called the hotel daily for water and sometimes takes 5x to call/request. Their system (or staff) hangs up the call frequently. If you try to ask a question you get different answers. I was told wrong pool hours, concierge hours, reservation times.

Anallely was a wonderful servant and always had a drink in our hand. She was amazing and made our pool day experience wonderful!

This was our second stay at Hotel Xcaret Mexico, the first as a couple and this time as a family with two older teens. We had another absolutely amazing time! The hotel is gorgeous, the food is wonderful, and all the parks and excursions are fun, beautiful, and clean. Xcaret is a place like no other - you must go! And if you do, I highly recommend booking a suite with a butler. They make your stay so special and attend to your every need. Shout out to Juan Pablo, the best butler of all time!