Hotel Xcaret Mexico

We were unsure of the location as it was our first time visiting Mexico in this region. It came highly recommended by friends and research online. We wanted to do several of the parks. It was very conveniently located to all of our destinations. The hotel was absolutely stunning. The architecture, landscaping, and the layout are incredibly thought out. We felt very relaxed and rejuvenated. The rooms are spacious and very beautiful. Loved the hammock and balcony. There were 4 of us in the room. We did not feel crowded. Best hotel/resort room. Several times we asked for directions or questions and all the staff happily took us not just pointed us to the destination or answered our questions. Our concierge, Carla, took especially great care of us with reservations and all our needs. She went way above getting us our first reservation even though we did not ask in time. She was always very happy and energetic even if it was the end of her shift. I can not say enough good things about her. It was very quiet in our room even if there were private events nearby. However, we did hear people talking in the hallway in the mornings. We were surprised to see the photo stations. We liked this feature. The restaurants and buffet food are exceptional, from the service, presentation, and taste. We regularly dine out in San Diego. So I can surely attest to your high standards. One concern was whether the busses and ferry were going to be well kept. They were extremely clean. The Air Conditioning worked perfectly every time. No trash. The staff must work very hard keeping everything spotless. When I returned home, I could not stop telling people about your resort and our desire to come back soon. One of my coworkers booked his vacation for the month of December since I spoke about it and the restaurants and showed him YouTube videos of the resort. Another one of my fiends is planning to bring his family. We are sorry we did not take up the offer to return at the discounted price. Our whole family is looking forward to returning, maybe even before we head to Europe or Hawaii. Thank you for the best experience on our trip to Cancun.

I tried to go down the drop slide from the roof top pool. Mr. Luis advised I would not be able to go down unless I took my wedding ring off. I would have taken it off but it is not possible to get off. This was very disappointing as I have went down these type of slides at Coco cay through royal Carribean. I highly recommend royal Carribean over xcaret. Much better customer service and common sense.

Anallely was amazing! She was very friendly, attentive & courteous. I would highly recommend her service.

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.