Hotel Xcaret Mexico

We are Xcaret members, and until today I believed membership meant being part of a hospitality organization that genuinely stood behind its guests when something went wrong. Unfortunately, what happened today has fundamentally changed my perception of Xcaret. My pregnant wife slipped and fell on water on the floor inside an Xcaret restaurant. Accidents can happen. What separates exceptional hospitality from everything else is what happens next. We immediately reported the incident. We requested a copy of the incident report. We were refused. We explained that my wife is pregnant and asked about having her medically evaluated following the fall. We were told that if we wanted a doctor, we would have to pay for it ourselves. We then specifically asked to speak with the Hotel Manager or another senior leader. That request was refused as well. Instead, we spoke with a Butler Supervisor who represented to us that he was the highest level available to address the situation and that what we were being told was Xcaret’s policy. And afterward? No meaningful follow-up. That is the part I find hardest to understand. I am not writing this because someone spilled water or because an accident occurred. I am writing this because of how Xcaret responded after a pregnant member fell on its property. There were so many opportunities to handle this differently: “Is your wife okay?” “Let’s get her evaluated.” “Let me get a manager.” “Here is who will follow up with you.” Instead, our experience was refusal, policy, and silence. We have now formally requested that Xcaret preserve the relevant surveillance footage and documentation surrounding the incident. For anyone considering becoming an Xcaret member, I would ask a question I wish I had thought about before joining: Membership is easy to evaluate when everything is perfect. What really matters is how the company treats you when something goes wrong. Today, we learned the answer for ourselves. I sincerely hope Xcaret’s executive leadership sees this, reviews what happened, and proves that our experience does not represent the standard this organization intends to provide its members. Because beautiful resorts can be built. Trust is much harder to rebuild.

Beautiful property, food was good but restaurants usually had a line to enter. The parks were very nice and enjoyed the ease of the shuttles. The lagoons were gorgeous.

We enjoyed several of the restaurants during our stay, and particularly liked the choice and quality of the food. Having different restaurants within the resort made everything very convenient, and we enjoyed being able to have a relaxed dinner without needing to leave the hotel.

Super clean, people are all great and all smiles and accommodating except one in lady in the front desk

We spent a week at Hotel Xcaret, and it was a great adventure. Booking through Costco is a breeze, and we booked during a wintertime sale.. We booked a garden suite for two adults and two kids which was plenty of room for all of us. Check in was easy, and shortly after we were invited to participate in a member orientation, which we declined. We requested Casa Vida, and they were able to accommodate. I would recommend this part of the resort of you have pre teen or teenage kids. This is were the slides are at along with teen oriented arcades and game room. Casa Vida also had a nice rooftop bar and pool. Along with the resort, we did Xcaret Park, Xenses, Xplor, Xplor Feugo and Xenotes. All great parks. Wish we spent more time at Xcaret Park though, they have a lot of activities to offer which is difficult to fit in a day. Food was excellent from the buffets to the sit down restaurants. We did Baja Arriba, Monarca, Tamamon (twice for sushi and teppanyaki), Las Playas and Costa Azul, along with all the buffets. Then there is Ximena which the food carts which was a hit with the kids. A couple of things. We had joined a Xcaret Facebook Page which was really helpful to prepare. At about 30 days out, you have to email the resort and they send you a link to make your reservations. We did have one major hiccup when the ceiling in our room began leaking during a heavy rain storm in the middle of the night, which resulted in two room changes in 24 hours. Fortunately, we ended up in a better room in the end. Overall, it's a great time and would recommend a summer vacation.