Hotel Xcaret Mexico

I am currently staying here, we paid almost $15,000 for 2 rooms and the level of service is unbelievably awful. They offer room service (which they shouldn’t do) but we have ordered multiple times and either flat out never got the order or received half of it. And WATER, if you are a water drinker don’t expect to get fresh bottled water here daily. I have been to the front desk 4 times in 2 days borderline begging to send bottled water and they obviously don’t care because it never comes. This place is too big to maintain good customer service, we will never be returning.

You cannot ask for a more beautiful property... and with a few hiccups, the service is really high quality as well... The adventure parks... absolutely top notch.... but what makes this PLACE unnecessarily annoying, and stupidly inefficient, is the reservation policy for the restaurants.... when it comes to AI food , HOTEL XCARET IS BY FAR BETTER THAN ANYONE, if you can get into the restaurants and not the buffets... However, to be able to enjoy those great culinary experiences, you have to send in your reservation request by email 30 DAYS OUT BEFORE YOUR TRIP, AND THEN WAIT FOR A RESPONSE BACK!!!... AND IF BY CHANCE, THERE IS A DELAY GETTING BACK TO YOU, GOOD LUCK.GETTING CUSTOMER SERVICE ON THE PHONE!!!... WE ALL KNOW THOSE PLACES GET REALLY BUSY, but why would you have such a stupid system like that begin with..... you have people paying ten to fifteen thousand dollars for a vacation, and you make something as simple as making a restaurant reservation so complicated that you have to settle it 30 days out...... or risk having a 15,000 dollar vacation with nothing but buffetfood. If you are gonna tell people to make their reservations thirty days out, why would you not just allow people to make reservations on the app themselves starting 30 days out.. In that way, being able to find reservations would be completely the responsibility of the guests and not some random unreachable customer service rep a month before the vacation.... Or better, when people book, have an option on the booking for guests to tell you where they want to eat, you guys make the reservation, and if for some reason, we need to change it, we do that ourselves in the app.... Who wants to go on a 15000 vacation not knowing if something as basic as dinner reservations are not settled.. .. come on, guys? That's common sense.... .. literally every negative review references that same thing.... it can't be that complicated of a problem to fix

⭐☆☆☆☆ Unfortunately, our experience was very disappointing from the moment we checked in. The front desk made an error with our name at check-in, which then led to multiple issues and confusion throughout the remainder of our stay. In addition, no credit card was correctly attached to our room, resulting in repeated inconvenience whenever charges needed to be made. The jacuzzi water was visibly dirty, which was both unpleasant and concerning from a hygiene perspective. What made the experience worse was the constant focus on selling memberships. It felt as though guests were valued primarily as potential membership buyers rather than paying customers. Once it became clear that we were not interested in purchasing a membership, the level of attention and service noticeably declined, and staff seemed largely indifferent to our concerns. Overall, the combination of administrative errors, poor maintenance standards, and a lack of genuine customer service made this a very disappointing stay. I would not recommend this property based on our experience.

Loved the experience, spially from our consierge. Leslie Baez, and Wendy Aguillon At hotel Mexico Casa tierra rooms 1624 and 1304 they went out of their way to meet all of our needs, it is a pleasure to be greeted ad treated so wonderfully. We definitely would love for everyone to have the same experience 🥰🥰

An absolute paradise and a truly unforgettable five-star luxury experience in Mexico!