Hotel Xcaret Mexico

Hotel Xcaret México  They charged me $619 for a massage that was never provided. The SPA did not accept my coupon as payment. I received a coupon as a reward for attending a timeshare meeting. However, the concierge Ame  who offer me the coupons for attending the meeting fail to inform me that the coupon was subject to certain restrictions and that I was unable to schedule my massage until I had received the coupons. If he will of told me that when he booked my timeshare meeting I will of not attended these meeting. I found out of the restrictions until I received the coupons On the day of my scheduled massage, I arrived early and presented my valid coupon, but the establishment declined to accept it, because I made the appointment a day before receiving my coupon. Consequently, I was charged $619 for a service that was never provided. The spa send me to concierge to deal with the situation and see if they will refund me the money. Dolores the Concierge manager told Israel the hotel manager  about the incident which  Israel informed me that he would not charge for the service that was never provided. However, a few hours later, he proceeded to charge me the full price. “ he waited until the massage appointment pass to let me know through a what’s up message that he will be charging me the service” Asserting that he conducted his investigation and that I was responsible for the charge when, in fact, Dolores informed him about the issue, so he was well aware of what was going on … so to implied that he was not aware of the situation is false. I even show him the coupon so he was well aware of it.  Dolores the manager and a worker name Cecilia were witnesses of him saying that he was not gonna charge. It is highly unprofessional of him to state that he will not charge and then proceed to charge the massage that was never provided because they were not clear on there communication.  At checking out of the hotel charge me the $619 and they will not let me leave if I did not pay the $619 So I did not had any other choose than to pay .

Probably one of the best all-inclusive resorts that I have ever been to - quite pricey but definitely worth it. The only downfall is the grueling, humid weather in July. It's stifling, so know before you go. I heard December to February is much better in regards to the weather.

Anallely at Xcaret vida roof top is an amazing person. She is warm and caring. She goes above and beyond to offer great service. Come and look for her you won’t regret it.

We are returning guests in Hotel Xcaret Mexico (5 times). I just want to mention another service which some of you might like. They have fantastic yoga classes in the mornings. The yoga teacher Sandra adjusts the exercises for the level of your needs. She is fantastic. She can suggest different positions and stretches according to your needs or if you have injuries. The classes are kept in the beautiful Muluk Spa by the gym. (Opposite the boat station to Xcaret). It stars at 7:30am 7 days a week. No reservations needed just turn up. There is always a table with little snacks and drinks too! Gets you ready for the adventure parks. A great start of the day!

Terrible customer service. Not possible to book dinners or walk in to buffet- has crazy lines. Staff is rude. Not recommended