Hotel Xcaret Mexico

We loved our stay at hotel Xcaret México. Betty Martínez took care of us while we were at the hotel and always made sure we had the best times for dinner and she even es keyed us to restaurants to make sure we got there without getting lost. Our trip was also made into a special event thanks to Mau. He helped us become members of hotel Xcaret and also opened doors to amazing experiences that we wouldn’t have had without his help. Isis urratia made sure that everything was up and running in the fitness facilities. Anamile castelan made our experience at xel-ha unforgettable by making us feel like royalty. Hotel Xcaret was a paradise with many things to do but the best part of the experience was the wonderful people that work there.

I stayed at Hotel Xcaret México last month, and honestly, it felt different from any other trip I had taken. When I arrived, I was feeling a bit tired from the flight, but the staff were smiling and made everything easy from the beginning. While I was checking in, they offered me a drink, and in that moment I realized I had made the right choice. I had seen photos online before coming, but the place looked even better in real life. The room was very comfortable, and it had been prepared with small details that I didn’t expect. One morning, while I was walking around the hotel, I found quiet spots surrounded by nature, and I just stayed there for a while enjoying the view. At one point, while I was sitting near the pool, I noticed how calm everything felt, and I just forgot about everything else. By the end of my stay, I had already decided that I wanted to come back, because the whole experience was more relaxing than I expected.

If you want to have a pleasant experience at Xcaret, avoid the membership sales presentations at all costs. While the resort’s service staff is truly outstanding, this sales group relies on high-pressure tactics that can feel aggressive and disrespectful when you decline. Although they may say the presentation will take 90 minutes, it can extend to three hours or more. The tone can shift once it’s clear you’re not purchasing, which can make the experience uncomfortable. It’s also disappointing that a group operating within—or permitted by—the hotel does not reflect the philosophy promoted by the founder, whose vision presents the project as something much more thoughtful and inspiring. This aspect can overshadow an otherwise exceptional experience. If you want to fully enjoy your stay, it’s best to decline and avoid engaging with them altogether.

Stunning Resort, But Disorganized Experience Hotel Xcaret Mexico is absolutely beautiful—the grounds, architecture, and amenities are truly world-class and feel like a five-star luxury experience. Unfortunately, the actual stay was far less relaxing than expected. Despite being all-inclusive, everything required waiting in long lines—whether for concierge help, reservations, or basic guest services. The only way to book restaurants or excursions was in person, often after 20–30 minute waits, only to be told everything was already fully booked. It made the entire trip feel chaotic and frustrating rather than seamless. We also had issues with our upgraded River Jump Suite, including a ceiling leak that soaked clothes in our closet and later a strong sewer smell—both very disappointing at this price point. The one standout was Eduardo Cen, a concierge who went above and beyond to help us navigate the resort and secure reservations. He was the only staff member who made a real effort, and his support truly made a difference in salvaging parts of our trip. He deserves special recognition. Overall: A stunning property with incredible potential, but currently lacking the organization and service needed to deliver a truly relaxing experience.

We stayed at Hoteles Xcaret, Mexico for a business conference / vacation . We were blown away at the attentiveness of every staff member, benevolent nature of everyone, and the resort itself . Our stay was absolutely amazing with everything we wanted within reach. Connie and Andre’s were our personal butlers and assisted us with any questions or needs we had . Ignacio at La Playas restaurant , and Edner at Fuego made us feel like long time friends . Don’t forget Abraham on the Fuego rooftop. We cannot wait to come back.