Hotel Xcaret Mexico

Anallely was our server at Casa Luna Rooftop Bar. She was great! She provided excellent service and was very kind.

-Two hours to check in. -Two hour wait for dinner night one. Constant hassling by staff.

The resort is spectacular, magical clean and the rooms are fantastic. But, it is Huge. It was overwhelming the first day. We were not aware that reservations Were require

This is my second time visiting Cancún. The first time, I stayed at Hyatt Ziva and had a great experience with my family. This year, I brought my family and friends to Hotel Xcaret México. However, this trip made me very disappointed and unhappy. First of all, many of us families emailed the hotel multiple times in February and March to make reservations for restaurants and parks. But they barely replied to our emails, only getting back to us in the last week before the trip. By then it was too late — almost all the restaurants were fully booked. Only a few families managed to get reservations. On the second day after we arrived at the hotel, we went to Xplor Park, which is owned by the hotel. I was secretly photographed in the dressing room. I immediately notified the staff and security, but they were very indifferent and seemed unwilling to help — they just had me write down a report. At the time, there was a witness who left her phone number, but I couldn't reach her at the park.I had to go back to the hotel. Later, I finally got in touch with the witness. She clearly described the appearance and clothing of the person who took the photo. I then immediately went to the hotel front desk and asked them to contact the park to check the security cameras. They refused, saying they had no connection with the park. I then asked the hotel to take me to file a police report. I requested that they follow up on the matter, but after that, they didn’t ever contact me again. Does Xplor Park not belong to their hotel group? As a tourist, if something happens on their property, do they have no responsibility? The dressing room is shared by men and women. Why are there no partitions extending all the way to the bottom — they are open and hollow underneath? Isn't this a safety hazard? They never contacted me and the witness to follow up , or even replied to my emails. I did not receive a service I should be received !! Also, their food was very bad — extremely salty. Four or five of us vomited for some unknown reason. The hotel's indifference and neglect made me feel very unsafe, and disappointed!

This was our first time at the resort. Overall very beautiful grounds but fell short in so many places. Pros: - Food was mostly good. Cuevas was excellent. - Grounds are very beautiful. Like, very beautiful. - Lots of stuff to do at the resort - Cool camera stations all around the park. Cons: - Check-in. It took forever. There were five workers standing around with IPads doing who knows what. - Their reservation system for restaurants is absurd and this is coming from a family that had all their reservations booked. We heard from so many families that didn't have reservations prior to arrival and were scrambling each night to see which places could fit them in. Granted there are places that don't require reservations but all the good restaurants were fully booked the entire week we were there. - The place is huge and it's a maze. Not enough signage and their app is awful. - Pool chairs were gone by 9am. I mean....at all the pools. People putting their towels out at 7am and then going to breakfast. No enforcement at all. - Towels at the pools were gone by 3pm. This happened twice at two different pools. We did other stuff in the morning and showed up to the pools in the afternoon. Couldn't find towels at any of the carts. I went around to multiple pool areas and inquired and the workers always said "we will have more soon!" - We had a charge at check-out that was borderline fraudulent. They explained it on their end but we got different answers from different workers about whether there should even be a charge. I asked to speak to a manager (Alan Grande) who basically said he couldn't do anything about it. This is a manager mind you who said it had to go to a review board. He couldn't make any decisions. What's the point of a manager if you can't make any decisions? Anyway, wasn't a huge charge, but something to keep in mind when you're booking. It was a lousy way to end a trip. This place could be so good! Instead you run around stressed out all week trying to find places to eat and chairs to sit in. I'd rather go to a smaller resort with less to do, pay a lot less, but actually get to relax.