Hotel Xcaret Mexico

The property is beautiful and much to do with family; however, they just expanded and have much improvement to do with their restaurant booking system, overall food availability and wait times for getting food at the restaurants and entrance to buffet areas, quicker restaurant check-in, their hotel check-in system (very long & chaotic), room guarantee (don't get what you paid for) and room service (sometimes never delivered and very long wait times). The current high cost of the rooms doesn't fit the bad experiences we had with those issues. The saving grace was the butler service that came with the Junior Suites that we booked (two and one ocean view king). Shout out to Alejandro Barrera, Juan Pablo Velazquez, and Brandon Albavera for saving our trip and delivering the level of service expected at this five star resort.

The hotel has many beautiful and well‑designed facilities, with plenty of swimming pools, family areas to relax, and a good number of restaurants on site. The buffet is enjoyable and most of the staffs in the hotel are generally very helpful, professional, and friendly. However, the restaurant reservation and concierge services were extremely disappointing and, in many ways, ruined our stay. It is almost impossible to reserve a restaurant, whether you try weeks in advance, on arrival, or through the concierge desk. The concierge rarely answers phone calls, and calls are often cut off, so the only way to speak with someone is to wait 30–40 minutes in the lobby. When we finally reached the concierge, some staff members were unfriendly, sometimes even rude, and did not seem willing or able to help. This level of service is far below what you would expect from a hotel with such strong facilities and potential. With better management of reservations and a more professional, guest‑focused concierge team, this property could offer a truly excellent experience instead of a frustrating one.

We booked this resort expecting a true 4-5 star experience given the price, branding, and reputation. Unfortunately, the reality has been deeply disappointing from the moment we arrived. To start, there is no real beach. What’s advertised as beachfront is mostly rocks with an unpleasant smell, and the actual sandy area by the lagoon requires a 20+ minute walk. For a resort of this size and cost, that alone is misleading. Arrival was stressful and disorganized. After a long travel day with kids, we were held at the gate because they claimed we didn’t have a reservation. After a long back-and-forth, they finally found it. This is not how anyone wants to begin a vacation — especially with children. We were then greeted by a rude receptionist, offered no welcome drink, no orientation, no map, and no explanation of how to navigate this massive and confusing property. Meanwhile, we saw other guests receiving tours the very next day. We were repeatedly told to “use the app” to figure out restaurants and reservations — except the app doesn’t actually show menus. We pointed this out, were told it did, and when we handed over our phone, the concierge realized it doesn’t. So not only is the app poorly designed, but staff don’t seem to understand its limitations either. The app also wasn’t even mentioned or explained to us upon arrival. Weeks before our stay, we emailed multiple times to reserve dinner restaurants. We were told those emails were never received. As a result, we now have no dinner reservations at all. The only option offered was a 9:30 p.m. dinner — completely unrealistic with an 8- and 10-year-old (and frankly too late for adults as well). Now we’re stuck missing out on the restaurants we intentionally planned ahead for. After reading other reviews, it’s clear this is not an isolated issue. Despite being a massive, high-end resort marketed as 5-star, there are also very limited lounge chairs, confusing layouts, poor communication, and a general lack of hospitality. This feels like a property relying heavily on branding and price rather than actual guest experience. Four to Five-star pricing? Yes. Four to Five-star experience? Not even close. This has been stressful, disorganized, and deeply disappointing — especially for a family vacation that was meant to be relaxing.

Too much people - no reservations at restaurants- everyone trying to get you off Xcaret arte - check out an absolute disaster

Unfortunately, this was one of the worst resort experiences I’ve ever had, especially considering the price. We booked as part of a wedding group, yet were completely separated from the rest of our group and placed in an entirely different, newly built section of the resort. This made check in more difficult than It needed to be and was a major inconvenience. Communication was a major issue. We were told that someone would reach out to help coordinate reservations and plans, but getting a response was extremely difficult. Emails and inquiries often went unanswered or took far too long to receive a reply, adding unnecessary stress to what should have been a smooth experience. Service throughout the resort was also disappointing. Staff members were often rude and unhelpful, which is not what I would expect from a resort at this price point. To make matters worse, someone in our group witnessed bar staff reusing cups, which is completely unacceptable and raises serious concerns about cleanliness and hygiene. Overall, this resort did not meet expectations in any way, and I would not recommend it—especially for group events or weddings.