Hotel Xcaret Mexico

We had a fantastic experience. This was our 4th time in Mexico and was our most Mexican experience yet. The hotel was a great adventure in itself with plenty of nooks to explore. The parks were equally good and really rounded the experience for us. As it was a 2 week holiday we ate in the majority of the restaurants and honestly can’t say I had a bad meal, however I do love Mexican food so for people who want American may struggle. Overall my best experience in a AI with plenty to do and I can’t recommend it enough. Slightly ‘better if’ is the checking in process. We got a taxi so we missed the crowd however it still took us over an hour as we were with another family and they just couldn’t work out how to get our rooms close together. Even so still great and would go back in a heartbeat.

Everything at the resort was fantastic. The rooms were wonderful and clean, The restaurants served delicious food with a great variety. The pool was the best I've ever been in. The closeness to the beach was fun and beautiful. All the parks that were included with the resort were lots of fun and full of adventure. I LOVED IT !!!!

Our check-in process was smooth, and our room was ready on time. The only issue was that we never received the text with our room number as promised, so we had to walk all the way back to the lobby to find out which room we had. At a property this large, that’s not a short walk. The resort itself is absolutely beautiful. Our room was excellent, the location of our room was perfect, and my kids had an amazing time. The grounds are stunning, and there is so much to enjoy. Unfortunately, the biggest disappointment was the servic. Our first disappointing experience happened on our first evening at **Mercado*. . Since several restaurants were closing, we decided to eat there and found there was a waitlist. The hostess repeatedly told my husband, “If I put your name down, you might not get to eat.” My husband politely replied that he understood and was okay with that, but simply wanted to be added to the list. She repeated the same statement multiple times, almost as if she didn’t want us dining there at all. Eventually she added our name, and we were called to our table about four minutes later. The interaction felt very unwelcoming and unnecessary. Another unpleasant experience happened at **Trajinera**, the restaurant by the pool and beach. My son asked an employee for assistance because he thought she was a waitress. Instead of politely explaining that she wasn’t, she immediately responded, “I’m not a waitress,” and then told my husband and son that they shouldn’t be inside the restaurant because they were wet. They were not wet. The floor was wet because it’s next to the pool, and children in the pool were splashing water onto the deck. Even after my husband explained this, she continued walking away with a very rude attitude. It was an unnecessary interaction that left a bad impression. We also had an issue with housekeeping. One day, our bedding became wet after the jacuzzi overflowed. Instead of replacing the wet bedding, housekeeping simply made the bed using the same soaked bedding. That is something I would never expect from a luxury resort. Another major issue was the beach bar. It was closed for approximately two hours, forcing guests to walk all the way from the beach to the pool bar just to get a drink. That’s a long walk, especially in the heat.. I informed the bartender at the pool that the beach bar had been closed for hours, and he wasn’t even aware of it. Someone was eventually sent over, but only stayed about 45 minutes before leaving again. For a resort that markets itself as a Five Diamond property, I expected much better service. We also rented a yacht through **Xcaret Sailing**, and this was another disappointing experience. When we booked the excursion, we were told we could choose to visit either **El Cielo** or **Punta Maroma**. However, once we boarded the yacht and requested to go to **El Cielo**, the captain informed us that their boats are not permitted to travel to Cozumel and therefore could not take us there. This was confusing and frustrating because it directly contradicted the information we were given when we made the reservation. Had we been told this from the beginning, we would have made our decision based on accurate information. Better communication and consistency between the booking staff and the yacht crew would have prevented this misunderstanding. Room service was also extremely disappointing. Orders took an incredibly long time, and on some occasions they never arrived at all. What stood out the most throughout our stay was that every time we asked for something, it felt as though we were asking for a favor instead of simply requesting a service that should be expected at a luxury resort. We never felt genuinely welcomed. We’ve stayed at other Five Diamond resorts—and even previously at **Hotel Xcaret Arte**—where the staff made guests feel valued and eager to help. Unfortunately, that warm, attentive level of hospitality was missing during this stay. I do want to recognize a few employees who made a positive difference. One manager at **Arriba Baja** went above and beyond to help me place a room service order for my children when I was having trouble. Employees like her showed the level of hospitality I expected throughout the resort, and I truly appreciated her kindness and willingness to help. Another employee who stood out was the gentleman responsible for restocking our minibar. After we spoke with him and requested additional juices for our children, he made sure our minibar was consistently restocked with exactly what we needed for the remainder of our stay. His attentiveness and follow-through were truly appreciated and made a noticeable difference. I have previously stayed at **Hotel Xcaret Arte**, and that experience was completely different. The level of service we received there was exceptional, which is why this stay was so disappointing. I came in expecting the same standard of hospitality and attention to detail, but unfortunately, that was not the experience we had this time. The difference in service was noticeable throughout our stay. Overall, this resort is beautiful, our room was wonderful, and our children had an amazing vacation. However, luxury accommodations should be matched by luxury service. Unfortunately, that was not our experience.. If exceptional service is important to you, I would manage your expectations before booking.This property has incredible potential, but the inconsistent customer service kept it from feeling like the Five Diamond resort it advertises itself to be.

One of the most beautiful resorts I’ve ever visited. The architecture, landscaping, and connection with nature are truly breathtaking. You can tell the owner had an incredible vision when creating this property. While there were several things we absolutely loved, there were also some service issues that kept the experience from being exceptional. What We Loved * The river was absolutely magical. Our kids loved swimming in it and stopping to pose for pictures. * The Muluk Spa, family spa, and complimentary morning yoga classes were fantastic. The yoga instructor was excellent, and it was the perfect way to start the day. * Our 9-year-old son loved the water slides and spent hours enjoying them. * The coffee and cookie station near the outdoor lobby quickly became one of my favorite spots. * The two hammocks on our balcony were my husband’s and my favorite feature of the room. We spent many peaceful moments relaxing there. * The room layout was perfect for families. We stayed in a room with two queen beds and a sofa bed, which comfortably accommodated our family of four. * Bring a reusable water bottle. The resort has filtered water refill stations everywhere * The infinity pool overlooking the ocean is stunning and one of the highlights of the property. * Transportation between the hotel and parks is very convenient. The complimentary buses run regularly (expect about a 20-minute wait at times) and make it easy to explore without worrying about driving, especially if you’re enjoying the all-inclusive drinks. * Next time I’d love to stay at Casa Sol, where some rooms have balconies that lead directly to the river. Being able to jump into the river for a morning swim looks amazing. Areas That Need Improvement * Housekeeping was inconsistent. Our minibar and bottled water were not restocked, even after several calls to reception. * Restaurant reservations were impossible to get. We booked 1.5 months before. We were told reservations should be made months before arrival. Thankfully, the buffet restaurants offered plenty of variety. * The buffet stations need better staffing. Many stations had only one employee taking orders and preparing food, resulting in long lines. Communication was minimal, and if ingredients ran out, the station would sometimes sit unattended for 10–20 minutes while the employee went to the back. * Check-in and check-out lacked warmth. The process felt transactional and didn’t reflect the warm hospitality Mexico is known for. * Service throughout the restaurants was inconsistent. Servers often brought our first drinks but didn’t return to check on us or offer refills. * The membership presentation was disappointing. Flor, our sales representative, was wonderful—knowledgeable, friendly, and respectful. Although we declined to purchase a membership, her manager became aggressive and made us feel uncomfortable by insisting we would regret our decision and that there would be “no turning back.” It left a negative impression. * Some of the bus drivers were friendly, while others ignored guests who thanked them, especially if they hadn’t received a tip. * The boats to Xcaret Park were difficult to use. Although they are scheduled every 30 minutes, they were always full when we tried, so we never had the opportunity to ride them. Overall Hotel Xcaret México is an extraordinary property with incredible architecture, thoughtful design, and a unique vision that celebrates Mexican culture and nature. It has the potential to be one of the best resorts in the world - especially because you have full access to all the parks and many excursions as part of your all inclusive. 5 days at this hotel was not enough to enjoy all its amenities and attractions. However, what holds it back is the inconsistency in service. The physical resort exceeds expectations, but the hospitality often falls short of the standard the property deserves. Better training, stronger management, and greater attention to guest service would elevate the experience to match the owner’s remarkable vision. The property itself feels like a 5-star experience, but the inconsistent service keeps it from reaching that level.

We bought a ticket to go on a swim with dolphins at the airport. We were not informed it involved anything. The provided transportation to get there from our hotel. When we got there we were told we need to attend a 90 minute presentation which we never knew was part of it. We spent 5 hours there going from a sales person to a supervisor then to a quality control …etc. At the end we didn’t want to buy what they offered and after that nobody wanted to even talk to us. We alro didn’t get to swim with the dolphins. We lost an entire day of our vacation on a sham sales pitch. A horrible experience.