Hotel Xcaret Mexico

Unresponsive staff and horrific customer service. We are scheduled to arrive next week, all paid up and booked. We never received a Guest experience form to make our restaurant reservations until I asked for one multiple times. After I finally received one and completed our form with requests and asked for a confirmation, I received no response from them. I called many times, no response. After three days of calling, I finally spoke to someone named Carlos who said his colleague Daniel was handling my reservation and that Daniel would confirm my requests once he got around to them. This was days ago and still no confirmation. I have now spent weeks trying to book restaurants, airport pickup, and experiences with ZERO RESPONSE. This is appalling considering the price we’ve paid.

This was our second time at Xcaret Mexico, hotel, and our first time staying at Casa Fuego. We absolutely loved our experience both times, but at Casa Fuego, the customer service we got was out of this world! Alejandro Barrera, Juan Pablo Velazquez, and Brandon Albavera were outstanding! They were kind, forever helpful, and always willing to answer any questions. We were there for our friends wedding, and they even helped pull off a last minute “something old” for the bride. They checked in with us often, without being pushy, and even had great requests for dining and bars when we asked. They are who we will request for help every time!

We had a large destination wedding at Hotel Xcaret Mexico and it was the best week of our lives. We stayed at Casa Fuego (the adults only building) and can't say enough about the amazing experience, largely in part to our wonderful butlers: Betty Martínez Magaly Garcia, and Adriana Garrido. They treated us like royalty and were SO helpful the whole week with everything from reservations to resort and park questions. Having a private adults only pool is also really nice when there were two separate main pools closed for almost a full day of the trip due to a kid going to the bathroom in them. I definitely recommend ignoring negative reviews online and in facebook groups. Do your research, and make reservations early (their reservation system is the worst part about the entire place-it's very antiquated). The main buffet food options are good but can be very limiting. The restaurants are the best food we've ever had at any all inclusive. Xin Gao was INCREDIBLE. Be sure to go to Las Cuevas and tip your server to make sure they bring all the good meats to your table! Highly recommend this resort, and staying in Casa Fuego if not traveling with kids.

Hotel Xcaret México is beyond what my partner and I imagined. With the help of Mauricio, Connie, & Yuseli the trip was easy & relaxing. They help make our stay stress-free. The park itself has tons of attractions & activities for everyone in the family. On top of the great amenities hotel services are beyond our expectations, clean, and throughout the whole hotel smelled minty which we really enjoyed. The room was beautiful we were blessed to have a nice view to the ocean. 10/10 experience & I would recommend to all to give it a try. We most definitely will be coming back 😁

The room service was good, drinks okay but I was very disappointed with the availability of dinner reservations. You’re paying about 2 k for a night, there should be more availability and better food options at the buffet. The Xenotes excursion was my least favorite as you get a cold soup and sandwich for lunch. The guy who helped us with our reservation said we would get a tour and $500 dollars vouchers to use at a spa if we did the 90 min. presentation. The next morning they said no tour and only $200 so we just left, I hate when people lie. We’ll never do this trip again and would not recommend it to anyone. 👎🏽👎🏽👎🏽