Hotel Xcaret Mexico

I am a travel advisor and this hotel has the absolute worst costumer service I have ever dealt with. I booked my customers on the wrong dates and immediately called to ask if they could modify the dates of the reservation. The Xcaret agent said she could not help me and that she could not tell me who could help me. She just acknowledged that they needed an email from me which she confirmed was received but would not tell me when someone could help me. I was truly dumbfounded. I asked her if I could cancel and rebook since she could not help me and she said yes. I did this-- now the hotel will not refund the $12,271. A phone call within 24 hours will easily make a PENDING credit card charge voided. I have managed businesses where we voided out charges-- it's not complicated. Refusing to point someone in the direction of the proper department is unacceptable. I have emailed every team at the Xcaret hotel and no one wants to help. Voiding a pending charge is way easier than refunding a posted charge. The incompetence is unacceptable especially for the luxury prices being charged. See the attached best "help" I've gotten for a pending charge. Does anyone else like loaning someone over $12,000 for a month?

Had a lovely vacation at hotel Xcaret. It’s nice to have access to the parks ad there is a lot to do at the hotel (waterslides, lazy river, kayaking). I prefer smaller hotels but despite having 1800 rooms it rarely feels crowded and we never had to wait long to get into restaurants. A few things keep this from being a full 5* experience. The reservation system is awful. While we managed to reserve the activities and restaurants we mosted wanted, it was a pain. Second, the service does not compare to other 5* resorts. Everyone is lovely but housekeeping was a bit inconsistent (e.g., twice cleaning items were left in our room), they sometimes only gave us 1 bottle of water, and we got turndown service only on the first night. Finally, my biggest complaint is with the photo package. DO NOT pay for the photo package on the xenote tour unless you are certain of the number of parks you will visit. We did the tour on our second day. I wanted the photographer to get credit for the sale so I agreed to a package but was reassured I could pay at the hotel and change the number of parks if we didn’t end up going to the ones as planned. Turns out that is not the case and I paid for 3 parks when I only wanted photos from 2 (I viewed - but did not unlock/download any photos - my pictures from another park and they are mostly other people.) Puts a sour note on the end of things and feels a bit scammy, especially when I thought I was acting in good faith. While I was in the photo shop discussing my issue there was someone else also there who had a similar experience on her xenote tour.

It was a wonderful experience we had a bartender named Sebastian he is great and the best bartender in the world

We are currently staying at Hotel Xcaret Mexico for a one-week family vacation and felt it was important to share our experience while we are still here. We chose this resort because of its exceptional reputation and consistently glowing reviews, and given the premium price point we were expecting a truly seamless luxury experience. While the property itself is undeniably spectacular, the service inconsistencies have unfortunately made the stay far more disappointing than we anticipated. To begin with the positives, the resort itself is absolutely breathtaking. The architecture and design integrate beautifully with the surrounding nature — lush greenery, turquoise water, caves, bridges, and dramatic views everywhere you look. It is a visually stunning and very unique property. The all-inclusive access to the Xcaret parks is also an incredible feature and a major highlight of staying here. It adds tremendous value and truly sets the resort apart from other destinations. I also want to recognize Carla, our concierge, who has been the single most positive part of our stay. Carla has been warm, attentive, incredibly responsive, and genuinely committed to helping us navigate several issues that have arisen during our visit. She is thoughtful, proactive, and truly cares about guest experience. In a resort of this size it is easy to feel like just another room number, but Carla consistently makes guests feel heard and supported. She has been exceptional and is a true asset to the resort. Unfortunately, several aspects of the experience have been frustrating and surprising for a property of this caliber. Our stay began with a room assignment issue. We specifically requested two queen beds when booking, as we are two adults traveling with our two teenage daughters. After waiting more than an hour at check-in, we were assigned a room with one king bed and a sofa bed instead. Later that evening, a manager kindly reviewed availability and told us he had secured a specific room with two queen beds and a much better view for us the following day. I confirmed multiple times that the room would remain assigned to us. However, when we returned the next day to move rooms, we were informed that the room was no longer available and had been reassigned to someone else. While we were eventually moved to another room with two queen beds, it was disappointing that the room that had been promised was no longer available. I had also requested that the manager call me when he became available to discuss this further, but that call never came, which unfortunately left the impression that the concern simply was not a priority. Housekeeping has also been a significant issue. Our room was not cleaned for three consecutive days, which is very surprising at a resort of this level. We ultimately had to ask Carla to escalate the issue before housekeeping finally came. Reaching guest services by phone has also been extremely difficult. On several occasions we tried dialing “0” from our room for assistance (even for simple requests like water), but the calls went unanswered. Each time we needed help we had to walk quite a distance to the concierge desk. Dining has also been challenging. We are vegetarian and do not eat mushrooms, and while the quality of the food itself is good, the variety of vegetarian options across the restaurants has been extremely limited. At one restaurant we were simply told that because it was a steakhouse there were essentially no vegetarian options available beyond a few side dishes. Breakfast at Bio has been enjoyable in terms of food quality, but waiting close to an hour for breakfast while on vacation feels excessive, especially at a resort that aims to deliver a relaxed and effortless guest experience. The most frustrating experience, however, was the vacation club presentation. We were told it would last approximately 90 minutes, but it ended up taking nearly three hours. What was presented as a short informational session turned into a long and uncomfortable sales process that took away valuable time from our vacation. Overall, the resort itself is beautiful and incredibly unique, and the parks access is a wonderful benefit. However, the service inconsistencies — from housekeeping gaps, to unanswered guest service calls, to broken room promises, and the extended timeshare presentation — have made the experience feel far less polished than expected for a resort at this price point. At times it feels as though the resort may simply not have enough staff to support the size and number of guests on property, which unfortunately affects the overall guest experience. Because of these issues, despite the beauty of the resort, we would currently hesitate to return, which is disappointing given how excited we were to visit. We are still hopeful that management takes guest feedback seriously and works to ensure that the service experience truly matches the incredible setting and potential of this property. If the service matched the beauty of the resort, Hotel Xcaret Mexico could truly be one of the best destinations anywhere.

We arrived at Hotel Xcaret México expecting a seamless experience, especially given the reputation and price point. Unfortunately, our first night has been extremely disappointing. To start, all of our pre-made dinner reservations were lost at check-in. After traveling all day, this left us scrambling with no clear options. Every restaurant, even the à la carte ones, had wait times of an hour or more, which is unacceptable for a resort of this caliber. Room service was not a solution either, with quoted wait times of nearly two hours. Our luggage took approximately three hours to arrive to the room, leaving us without essentials far longer than expected. We also booked through a program that advertises potential upgrades, yet none were offered or even acknowledged at check-in. To make matters worse, it has been pouring rain, making it extremely difficult to navigate the property, especially with limited assistance and unclear directions. After finally getting to the room, we discovered there was no hot water, which was incredibly frustrating after being soaked. The property itself is beautiful, but the operational issues, especially on arrival, completely overshadow that. At this point, it is hard to justify the cost of this stay given the level of service we have experienced. We are hoping the rest of the stay improves, but the first impression has been extremely disappointing. We are considering going home