Hotel Xcaret Mexico

This was my third stay at the resort, and unfortunately, it will most likely be my last. My first visit was amazing, and we enjoyed it so much that we became members. During our second visit, we were invited to what was presented as an informational meeting, but it turned out to be another sales presentation pushing us to upgrade our membership. On this third trip, the problems started before we even arrived: delays in resolving a membership certificate, poor follow-up on reservations, and customer service that was disappointing from start to finish. As members, we were never informed about important changes to our benefits. The WhatsApp concierge service is gone, and benefits that were once included now require yet another membership upgrade. It feels like new membership tiers keep being created while the quality of service continues to decline. The most frustrating moment involved my daughter, who accidentally cut her finger and went to a boutique to buy bandages. Instead of helping her, she was told she needed an adult present. My son rushed over to assist, only to be told that his wristband was not activated for purchases, even though I had provided my credit card at check-in. While we were enjoying one of the resort’s shows, no employee showed any initiative or common sense to help solve a simple situation. My children ended up returning to the room on their own. I have more than 15 notes on my phone documenting issues we experienced during this stay. It is disappointing to see how much this resort has changed. We paid for a vacation and left feeling frustrated, disappointed, and undervalued as members. Sadly, I have no desire to return.

The amenities are very good , the staff are very helpful.

The lobby bar is the Best they do excellent drink

The loby bar is the best ! They make excellent drink and the ice cream in the buffet is amazing!

Hotel Xcaret México  They charged me $619 for a massage that was never provided. The SPA did not accept my coupon as payment. I received a coupon as a reward for attending a timeshare meeting. However, the concierge Ame  who offer me the coupons for attending the meeting fail to inform me that the coupon was subject to certain restrictions and that I was unable to schedule my massage until I had received the coupons. If he will of told me that when he booked my timeshare meeting I will of not attended these meeting. I found out of the restrictions until I received the coupons On the day of my scheduled massage, I arrived early and presented my valid coupon, but the establishment declined to accept it, because I made the appointment a day before receiving my coupon. Consequently, I was charged $619 for a service that was never provided. The spa send me to concierge to deal with the situation and see if they will refund me the money. Dolores the Concierge manager told Israel the hotel manager  about the incident which  Israel informed me that he would not charge for the service that was never provided. However, a few hours later, he proceeded to charge me the full price. “ he waited until the massage appointment pass to let me know through a what’s up message that he will be charging me the service” Asserting that he conducted his investigation and that I was responsible for the charge when, in fact, Dolores informed him about the issue, so he was well aware of what was going on … so to implied that he was not aware of the situation is false. I even show him the coupon so he was well aware of it.  Dolores the manager and a worker name Cecilia were witnesses of him saying that he was not gonna charge. It is highly unprofessional of him to state that he will not charge and then proceed to charge the massage that was never provided because they were not clear on there communication.  At checking out of the hotel charge me the $619 and they will not let me leave if I did not pay the $619 So I did not had any other choose than to pay .