Hotel Xcaret Mexico

This was my first all fun inclusive and it was such an amazing experience. Andrea was our concierge and she was just perfect. She handled everything, including my anxiety. The parks were so fun. We did 5 of them and a Xenotes tour. Just soooooo cool!

Extremely disappointed. We are traveling to Hotel Xcaret the first week of April. The hotel is supposed to send out an email 30 days before arrival so you can book all of the reservations for your stay. They repeatedly say to book as soon as you get it as some of the most popular activities sell out fast and everything is subject to availability. The hotel did not send us an email. We emailed and called multiple times. We spent well over an hour on hold trying to get the hotel to send us the email. They finally sent it about two weeks before our trip. We responded with our selections that same day. It has now been over a week with no response and we are getting very close to going on our trip with no idea if we actually have reservations for the activities we have paid for. So far, the customer service is absolutely horrible and I’m really nervous about going on this trip.

We just came back from five nights at Xcaret. There were some major bumps in the road. We sent in our wish list a month before with restaurants and activities per the hotels recommendation and never heard back. Upon arrival we learned none of the things we requested would be honored. They worked with us to secure some dinner reservations but not for every night. I made it crystal clear that we weren’t thrilled about spending $1k+ a night to be herded through a buffet for every meal. All restaurants had a long wait. Even the buffets. Especially the buffets. There is also a Membership scam they try to get people to sign up for. It’s like a time share situation where they prey upon people’s ignorance to sign up for something they don’t understand. And only the members get good restaurant reservations and preferences for other things. It felt like a giant scam to be honest. If you fall for their tricks to get you to listen to the membership run around for three hours, ask them to show you the fine print. They’ll say no. That is is a GIANT red flag. Do not sign up under any circumstances. They are banking on your ignorance about this. Please be warned. Grounds are nice but so are the grounds at many other resorts that don’t try to upsell you at every turn. Activities were fine. Would not return. Prefer a more relaxed, less chaotic and less scammy experience.

The resort and parks are beautiful. The staff at the bars and restaurants did a nice job. We enjoyed our stay; however the housekeeping needs serious attention. We stayed 5 nights and included in your rate is daily cleaning our room was cleaned only once??? I had to track down housekeeping for toilet paper and towels. I personally spoke to 3 individuals who “guaranteed” they would clean the room or send someone to do it … nope not done. In addition, your rate includes turn down service, unfortunately this was also not done. Now anywhere else but a beach resort this may not be as necessary however, sand, salt and mud from the rain .. cleaning is needed. Would I return? Maybe .. please do not misunderstand the resort is beautiful but for the price, I do not think toilet paper is too much to ask for. Pay attention to all the reviews here!! I wish I had.

We had a great time in here!! Cocergirge team was really helpful, especially Luis was very helpful as well.