Hotel Xcaret Mexico

All together a great experience. Bar a long and painful check in that we will put down to bad luck, the stay was very good indeed. We travelled as a family of 5 including two 13 year olds and a 7 year old. 2 standard garden rooms on the top floor of Casa Luna were lovely. Food at all the restaurants was better than expected for an all inclusive, though heavily weighted towards Mexican food which was ideal for us. The resort is enormous and with that comes lots of walking and LOTS of people. It would become a bit much for us if it wasn't for the amount of time spent off resort at the parks. Again, all of which were exceptional. The kids club where you can leave children supervised by staff was a little lacking in comparison to the rest of the resort facilities and meant our 7 year old had no interest in staying. This could do with improvement. Wine is not available in all restaurants under the All Inclusive plan. It is in some and should be offered throughout but that is my only problem with the dining experience. I suspect we will return.

This hotel is a very expensive

I checked in today and it has been terrible already that I’m thinking about leaving early. First when we checked in, our taxi almost could not get into the property bc they did not have my name listed to get onto the property even though I had a reservation. I had my dog with me and paid $150 for pet fee. This place is marketed is “dog friendly” but it is not at all. It is false advertising. Your dog is not allowed anywhere on property and you are expected to shut your dog in the room all day. I asked about which patch of grass my dog can go potty on and no one could even answer that. I have called 5 times today on separate occasions throughout the day to ask for a dog bowl, water bowl, a dog bed and some potty pad and still no one have brought it by yet!!! What is going on? How is this a 5 star hotel? 5 TIMES, I CALLED 5 TIMES!!! I am not exaggerating. This is disappointing and I can get better service from a 3 star hotel at this point. When we checked in. Concierge tried to sell us hard on the whole 90 minute presentation thing. We had to say no multiple times. Geez, let us rest before trying to sell us something. And then on top of that, gave us multiple false information regarding reservations, such as the dinner show at xcaret is free and included. We went to xcaret for dinner bc we were told this. But when we got there, we were told the show is free but dinner costs $90 on top of that. We specifically asked concierge about the dinner part of the show, not the show only, I’m 100% sure he understood our question so not sure why he has to lie. Also, on the brochure it says one of the restaurant is opened 24 hours but I just went at around 10:30pm and it is actually closing right now. This place is actually ridiculous. I was just at another 5 star resort in Cancun right before this and it was day and night difference. Please don’t spend your money here. It is just a scam. This place is not made for American/foreign travelers

Hotel itself is beautiful but concierge and management let it down and as big as the hotel is it can’t cater for a family of ten dont go if your family is large because you can’t all sit together according to management it’s not pleasing to the eye I would have thought a large family going there is very pleasing to the eye especially a loving caring polite family as is mine could only get 2 al la carte meals all 8 days of being there because we couldn’t sit together shame on you xcaret thought you was all about family

Best experience . Most amazing staff Sebastian my bar guy was super friendly , Informative and my favorite staff member . Resort is gorgeous !! Highly recommend .