Hotel Xcaret Mexico

Holiday Inn Nashville airport

Great service, we had amazing drinks, delicious food and vibes unlimited on our anniversary trip!!

Just got back from Hotel XCaret and over our family had a great time (2 adults 3 kids age 11, 9 and 7). Only 4 allowed to a room (despite room being really large) and so our oldest roomed with her grandparents. Hotel grounds are beautiful. More than enough pools so you don’t have issues of all the lounge chairs being booked up. They have a few buffet restaurants (food is fairly good and lots of options) as well as restaurants you have to book (we did Las Cuevas and Ha). Both are pretty good Not restaurants you would rave about or try to make sure to go again, but this fairly standard for the all inclusive resorts I have been to. Loved the excursions. Xplor and Xenotes were the highlights for us. XCaret Park was ok. XelHa was a let down overall. Enjoyed floating down the river but the waterslides is the slowest and most boring ride ever, and it seemed 80 percent of the park was “extra” to book (swimming with rays, swimming with dolphins, speed boats). Wish we could have left there early but they only have one bus ride pickup time (as opposed to XPlor or XCaret where you can catch a bust every 20 minutes). Room service for us was pretty good but my parents had trouble getting sodas and beer restocked in their fridge (despite leaving a day 3 dollar tip). Could really use more water refill stations throughout the hotel though. Other than that, the hotel itself was great and the kids and us loved exploring it. The concierge service in person was good, but the online concierge prior was HORRIBLE. We emailed our wish list (excursion dates we requested) 6 weeks in advance. We gave a family of 5 so tried to book excursions for 5. Our online concierge Brenda Altimirano said we could not book for 5, had to book 4 from our room and 1 from my parents (not true per the on site concierge who helped us book 5 for Tulum and 5 for Chichen Itza all under my room). Also she had confirmed us for 16 people (4 families total) for XoxiMilco but never actually entered into the right system. It showed on our official itinerary and on the computer at check in (where they confirm s your plans) but when we get to the day of XoxiMilco, we were turned away at the buses by the XoxiMilco staff as we were never on their system and no space was available. We stood in line from 530 to 630 pm waiting for them to resolve it and they could not. Very frustrating as I had a confirmation on email from 6 weeks prior. This was to be the big family dinner celebrating my sisters 18 month chemotherapy treatment for ovarian cancer (in remission!) and parents 50th anniversary. Everyone cut their days short the get dressed up (including 6 kids age 5-11) and was a real waste of time and caused a lot of frustration since we had it all confirmed. Overall we still had a really great experience (2 families were able to do XoxiMilco the next night and our family of 5 a few nights later), but missed out on the big family celebration we had planned and was a negative mark the rest of the trip . I actually got up a midnight and went to front concierge desk to make sure our other “confirmed” reservations were done correctly so the rest of the trip wasn’t an issue as we wanted to make sure we were not turned away at the buses for Chichen Itza or Xenotes the next 2 days (both excursions are highly recommended and were really fun). I would still recommend the place. Location and grounds are awesome, excursions are mostly fun, and we did enjoy our trip. The photo package is also a must.

I visited with my husband and two boys for one week. We visit yearly. Our trip was amazing, as usual. Our butlers this trip, were especially attentive and helpful. They were always available and willing to help. A special shout out to butlers Alejandro Barrera and Jimena Rodriguez. Your help and attention was very much appreciated by me and my family!

I don’t usually post online but I am still at Xcaret Mexico and feel very strongly that REAL experiences here need to be shared. The property and grounds are beautiful and the grounds are well maintained. That’s about all I have nice to say about it. We are traveling with a baby as part of our larger 17 person party. We worked with a travel agent to arrange for a crib in the room. It was confirmed in our reservation, at check-in and again when we arrived to our room and it was not there. By the time They were able to deliver the crib it was after 10pm. In the room they provided 2 small bottles of still water. We made a request for more to make formula for the baby, they said they’d send it ASAP. We waited nearly 4 hours and received nothing. The concierge did not answer repeated calls during this time so I went down myself and was told again it would come soon and there wasn’t anywhere I could get still bottles water, meanwhile my baby is screaming from hunger and I’m crying because I can’t feed my child. I finally found a sympathetic bartender who was able to get some from Mini-bar stock for me- this was now 6 hours later. My father-in-law got sick with stomach problems on the second night and my brother in law cut his foot badly on a piece of sharp exposed metal in the TEEN room. They cancelled ALL of the dinner reservations that had been made 6 weeks in advance and blamed it on the “new system.” We only found this out when we arrived for our first reservation of the week and they turned us away. They were not able to accommodate that night or any other. On our third day my husband, baby and myself were stuck in an elevator - note the elevators in the old section where we were do NOT have air conditioning. The doors would not open and the emergency call person spoke only Spanish. After about 5 minutes my husband was able to get it to another floor and get the doors open, no one was coming to help. There are other quirks that I would say do not make this appropriate for very young children such as lack of doors on the bathrooms and rules regarding no show reservations that makes planning with children difficult. Room service was slow if it came at all, if it came missing items, you got a “sorry” or a “no you didn’t order it” like sir, the orders saved on the tv app, I can see I ordered it and told to place another order. When you’ve been waiting almost 2 hours already. The biggest problem was not the very basic errors but the response by the service personal. They say sorry, shrug and refuse to do anything to try and resolve the situation. You’ll get better service at the Hampton Inn. I would not recommend this resort to anyone let alone anyone with small children.