Hotel Xcaret Mexico

A beautiful resort with top quality everything. Wonderful service, food, amenities and activities. Special shout out to our butlers Carolina Gonzales, Bani Aburta and Julieta Gamboa for making our stay next level! Also a shout out to the Chef and David at Fuego for turning a late night impromptu dinner into a very special event. This is absolutely the best place I have ever stayed.

What a great resort, parks and activities. We stayed 12 days with boys age 11 and 16 and had a memorable time. The resort architecture is something else, so much attention to detail. I loved how they divided buildings and pools based on the kids' age group or adult travelers. We were in casa Vida, far back of the resort, close to the water park and a lobby, and many restaurants and other shops. Only short and enjoyable 7-10 minute walk to the front of the resort and the beach. Kids loved the ice cream shop, many coffee bars with snacks and my favourite was the lunch food at the rooftop and the beach restaurant setting. We love to swim in the ocean and I was pleasantly surprised to find a decent stretch of soft sand and turquoise water, loungers with umbrella and a drink service. If you like to snorkel, bring snorkel with you, many guests asked us where we got ours. There were not sold in resort store. Only available in parks like Xel-Ha. We saw lots of marine animals, and some beautiful fish I still cannot identify. The only downside is the bouys were close by so we couldn't go farther out snorkeling without the lifeguard whistling at us. Few boats also drove close to the bouys and the beach, probably advertising their services. Otherwise this is a quiet stretch. The resort amenities, food and staff were amazing. The selection and the quality of meats and seafood is expansive, they even had lobster in the buffet on some nights. I did not have an easy time confirming my wish list prior to arriving. I think the problem may have been by not having accurate reservation number from the travel agent and no response from the resort for 20 days. When we arrive we resolved our wishlist at the concierge desk. Special mention to Paola Borja at concierge desk. Paola helped us with our activities and contacting restaurants for reservations. Paola secured reservations in harder to get places. Even messaged us via Whatsapp to advise of the available spots and to follow up on our additional needs. Her personality and care shines through. Thank you Paola.

We are booked to go in a few weeks. We followed instructions and sent our restaurant and park reservation requests 30 days ahead. 5 days later, still no answer so we called. Their reply? We will answer your email in 24-48h. When I receiced their answer, they had only booked half of what we requested so we replied right away asking to fix it. That was 5 days ago, still no answer. We tried calling 3 times to fix it over the phone, only to be told "we will reply to your email in 24h" but no reply yet. This is the worst dinner reservation system i have ever seen for a resort. At this price, hotel should be ashamed. I expect much better service and it does not give a good first impression of this hotel. By the time they get back to us(if they wver do) there will be no restaurant availability left. They added too many rooms and are obviously not able to handle the customer service.

Arriving on 2/17 from Florida, we were warmly greeted by front desk. Very nice lobby, ambiance. Rooms were beautiful and staff were in general friendly and welcoming. We enjoyed our 3 night stay in a peaceful, comfortable, relaxed place. Pool and beach area were clean, private and stunning.

I am writing to share a disappointing experience during our recent stay at Hotel Xcaret Mexico. We had a dinner reservation scheduled for 7:45 PM. Unfortunately, earlier that evening my elderly parents (around 80 years old) were extremely tired after a full day of activities. At approximately 7:00 PM, I went to the front desk to cancel the reservation, as I was previously unaware of the cancellation policy. There was a long line at the front desk, and we waited about 25 minutes before speaking with a staff member named Jhoany. When she assisted us, she initially stated that reservations must be canceled at least 15 minutes prior to the scheduled time. At that moment it was around 7:20 PM, so I believed we were still within the timeframe. However, she informed me that our reservation was at 7:30 PM and therefore it was too late to cancel. I then showed her our confirmation, which clearly stated 7:45 PM. After reviewing the confirmation, she changed her explanation and stated that dinner reservations must be canceled 24 hours in advance or there would be a penalty charge. I was confused and concerned. Our stay included all meals as part of the package. It was difficult to understand why we would be charged for not attending a dinner that was already prepaid as part of the resort stay. I explained that my parents are elderly and that the restaurant was very far from our hotel building — even by golf cart it is a considerable distance. It did not make sense that we would be required to physically appear at the restaurant just to avoid a penalty. I respectfully asked if she could help us by contacting the restaurant directly to explain the situation or make an exception given my parents’ age and condition. Unfortunately, she repeatedly stated that nothing could be done and that we must appear in person. She did not offer to call the restaurant or attempt any alternative solution. As a result, we felt forced to walk approximately 25 minutes in the dark with my elderly parents and young child, asking multiple staff members for directions along the way. Upon arriving at the restaurant, I explained the situation to the hostess and asked whether we could cancel without dining. She immediately reassured us that cancellation was completely fine and that there would be no penalty. She kindly processed the cancellation without any issue. We then had to walk another 20+ minutes back to our room. This experience was exhausting and unnecessary. Throughout our stay, we encountered many warm and helpful employees at Xcaret. However, this particular interaction reflected a lack of empathy and problem-solving effort. What was most disappointing was not the policy itself, but the unwillingness to even attempt to assist us or contact the restaurant on our behalf. I hope management will review this matter and ensure that staff are empowered to handle situations involving elderly guests with more flexibility and compassion.