Hotel Xcaret Mexico

You cannot ask for a more beautiful property... and with a few hiccups, the service is really high quality as well... The adventure parks... absolutely top notch.... but what makes this PLACE unnecessarily annoying, and stupidly inefficient, is the reservation policy for the restaurants.... when it comes to AI food , HOTEL XCARET IS BY FAR BETTER THAN ANYONE, if you can get into the restaurants and not the buffets... However, to be able to enjoy those great culinary experiences, you have to send in your reservation request by email 30 DAYS OUT BEFORE YOUR TRIP, AND THEN WAIT FOR A RESPONSE BACK!!!... AND IF BY CHANCE, THERE IS A DELAY GETTING BACK TO YOU, GOOD LUCK.GETTING CUSTOMER SERVICE ON THE PHONE!!!... WE ALL KNOW THOSE PLACES GET REALLY BUSY, but why would you have such a stupid system like that begin with..... you have people paying ten to fifteen thousand dollars for a vacation, and you make something as simple as making a restaurant reservation so complicated that you have to settle it 30 days out...... or risk having a 15,000 dollar vacation with nothing but buffetfood. If you are gonna tell people to make their reservations thirty days out, why would you not just allow people to make reservations on the app themselves starting 30 days out.. In that way, being able to find reservations would be completely the responsibility of the guests and not some random unreachable customer service rep a month before the vacation.... Or better, when people book, have an option on the booking for guests to tell you where they want to eat, you guys make the reservation, and if for some reason, we need to change it, we do that ourselves in the app.... Who wants to go on a 15000 vacation not knowing if something as basic as dinner reservations are not settled.. .. come on, guys? That's common sense.... .. literally every negative review references that same thing.... it can't be that complicated of a problem to fix

⭐☆☆☆☆ Unfortunately, our experience was very disappointing from the moment we checked in. The front desk made an error with our name at check-in, which then led to multiple issues and confusion throughout the remainder of our stay. In addition, no credit card was correctly attached to our room, resulting in repeated inconvenience whenever charges needed to be made. The jacuzzi water was visibly dirty, which was both unpleasant and concerning from a hygiene perspective. What made the experience worse was the constant focus on selling memberships. It felt as though guests were valued primarily as potential membership buyers rather than paying customers. Once it became clear that we were not interested in purchasing a membership, the level of attention and service noticeably declined, and staff seemed largely indifferent to our concerns. Overall, the combination of administrative errors, poor maintenance standards, and a lack of genuine customer service made this a very disappointing stay. I would not recommend this property based on our experience.

Loved the experience, spially from our consierge. Leslie Baez, and Wendy Aguillon At hotel Mexico Casa tierra rooms 1624 and 1304 they went out of their way to meet all of our needs, it is a pleasure to be greeted ad treated so wonderfully. We definitely would love for everyone to have the same experience 🥰🥰

An absolute paradise and a truly unforgettable five-star luxury experience in Mexico!

My honest review…. Hotel is truly stunning. You have to see it to believe it! Please be aware though, it’s a very large resort and was tricky to navigate at times! We upgraded to Casa Viento from Casa Sol as we wanted to be in a quieter, more rustic area, upgrade cost us $490 for the week. In all honesty I’m not sure it was worth the money as all Casas are beautiful and unique and all areas are fully accessible to all. We did however have a nice plunge pool outside our room and easy access to a secluded beach area. Room was lovely, very modern and well equipped. Could have done with more storage though! And our TV was very odd-it kept switching itself on! We reported it 3 times but wasn’t repaired. Housekeeping was great and room service (24/7) was a Godsend after a busy day at the parks. The food at hotel is exceptional! The best we’ve ever had in an all inclusive. We loved Las Cuavas and the Mercado buffet. So much choice! The street food carts at XCinema were great too. Service was also fab, staff were so friendly and couldn’t do enough for us. We stayed 7 nights and managed to do Xel ha, Xnotes tour, Xplor Fuago x 2 and Xcaret park. We wanted to fit in a few resort days. The parks are amazing but very tiring and lots of walking so be sure to factor in some chill time at the hotel. A few tips…. We took US dollars but should have taken pesos as everything seemed much more expensive in dollars. If Mercado buffet is busy, go to the restaurant opposite as you can still get your food from Mercado but much more relaxed! Bring swim shoes! We got cheap ones off Amazon then threw away as they get really smelly after you go in the parks/water. Consider bringing your own travel kettle. There is a coffee pod machine in the room but we missed a British cuppa tea (bring tea bags) Take the boat to Xcaret Park, much quicker and more scenic than the bus! Take towels with you for all trips except Xel ha. These are available all round the hotel. We also used quick dry travel towels for trips. Book restaurants and trips as soon as possible and cancel at least 24 hours in advance or you’ll be charged. We didn’t bother buying a photo package but did take advantage of the designated Xelfie photo spots around the resort to get some fab pics! Don’t try to do too much. Parks are huge and very tiring. Some of our best days were spent at the hotel enjoying the stunning scenery. You will get lost! Tip: the 5th floor links all casas! Download the resort and hotel apps. Use of the spa and massages were much cheaper at Xel ha and Xcaret parks rather than Muluk spa at the hotel. I paid $99 for a 50 minute massage. Would have been double that at the hotel! Use free hotel transportation to and from airport. We’d book ours separately and upon arrival, our driver was nowhere to be seen!!! Apparently local firms are notoriously unreliable! All in all an amazing holiday! Any questions, let me know! Xxx