Hotel Xcaret Mexico

We had a truly awful experience at La Cantina a non reservation restaurant at Xcaret Hotel, and left without eating after more than an hour of waiting. On arrival, Monica at the door repeatedly told us we were “second on the list.” This was said several times over the course of more than an hour. During that time, we watched multiple families of the same size be seated ahead of us, making it very clear that what we were being told was simply not true. When we were finally seated, things went from bad to worse. The waiter handed me a plate that was scalding hot. I instinctively dropped it due to the pain, and it smashed on the floor in front of me. My hand was badly hurt, and the whole situation was extremely upsetting and unsafe. As a result, my family and I had to leave the restaurant without any food—hungry, angry, and upset. This is only our second day of a five-day holiday costing over £5,000, and the experience left me so shaken and in pain that I couldn’t eat at all. It has also meant we will now miss our planned visit to Xel‑Há tomorrow. Between the misleading information at the door, the excessive wait, and the serious safety issue with the hot plate, this was a completely unacceptable experience. We expected far better.

I was secretly photographed in a dressing room at Xplor Park. On April 2, 2026, around 3:30–3:40 PM, this happened inside the brown dressing/changing room area, which is supposed to be a private and safe space. I immediately confronted the individual and reported the incident. I later located a witness and contacted the hotel. There was only one exit from the area, and I provided a clear time frame, a description of the individual, and the witness saw him running out. The dressing room area is shared between male and female guests, and the individual changing stalls are not fully enclosed at the bottom, which raises concerns about privacy and safety. A police report has been filed after I returned to Hotel Xcaret México. However, I have not received clear follow-up or confirmation that any meaningful investigation—such as reviewing surrounding surveillance footage—has been conducted. Even basic requests for support during my stay were declined. This experience has made me feel unsafe. I hope this is taken seriously—not just for me, but for all guests.

Excelente Place ! To visit again and again!

The service is APPALLING. Everyone is clueless and no one wants to help or go out of their way in the slightest. The hotel is beyond overcrowded and they can’t accommodate the number of guests. Everything is a LONG wait or an impossibility- the shuttle, the check-in process, reservations, the food lines, excursions, and so on… Get ready to wake up at 6am to fight for a chair by the pool and to stand in line for 30 minutes to get seated at the breakfast buffet. We’re in a suite with a butler but not sure what their responsibilities are as they haven’t been able to assist us with much. Most of the employees barely speak English (including the person taking room service orders!) We arrived at 6pm and they made us wait on line 30 minutes to check in, an additional 40 minutes for our room and another 40 minutes for our luggage. By the time everything arrived it was already time for us to put the kids to bed and it’s honestly been downhill since then. I can’t believe we spent close to $2k/night to wake up at 6am and wait in 30 minute food lines. We tried booking a cenote tour and they told us they need to be booked 4 weeks in advance and the next availability was end of April (no one said anything about this when we booked). They mix up our order constantly and there is barely any water anywhere, including by the pool & beach. I walked into a restaurant and practically begged them for a cup of water for my kids- they told me the server by the pool could bring it. Meanwhile we were laying by the pool for 4+ hours and didn’t see a single server. BE WARNED AND STAY SOMEWHERE ELSE!

If this review saves just one family from spending their hard earned money and precious family time here then great. Unfortunately we didn’t and most definitely paid the price. Quite simply the hotel is too big and too greedy to be able to provide a service that correlates with the extreme prices they charge. Our running joke for all our stay is that we are sheep, tagged, and ushered into our various pens because that is honestly how it feels, to have paid £23000 ($30000) for 2 weeks for a family of 4 feels like we have been well and truly scammed. You are expected to book restaurants and activities 1 MONTH, yes that’s one MONTH in advance of arrival, and even if you do, you had low hope of actually getting your “requests”. I for one don’t see pre-paying for meals as a request. The information and organisation is from the start completely missing. Length of trips out aren’t disclosed until you get aboard the buses- we took a trip on catamaran which says 2 hours- turns out you are deposited on an insanely busy “island” which is just horrendous for 6 hours with no alternative way to get back unless at your expense. Our experience at one restaurant was that we were given our starters and mains all at the same time, so I was sitting with a bowl of soup, and a steak without any sides because the waiter said he had larger group he had to attend to, this was whilst he turned off lights around us and cleared the restaurant for closing. The patrons are not priority because we have effectively pre-paid our 5* meals and so are beholden to them. If I was given this kind of service in a restaurant I just would t pay. We contacted management to request they listen to our concerns and their response was to get us a table at a restaurant which were expected to be grateful for. We were put into a WhatsApp group for requests after this but again they just ignore all communication. This is a 3* hotel. This place is a scam. Yes we are still here so if the company would like to say get in contact with us. We await your response.