Hotel Xcaret Mexico

I checked in today and it has been terrible already that I’m thinking about leaving early. First when we checked in, our taxi almost could not get into the property bc they did not have my name listed to get onto the property even though I had a reservation. I had my dog with me and paid $150 for pet fee. This place is marketed is “dog friendly” but it is not at all. It is false advertising. Your dog is not allowed anywhere on property and you are expected to shut your dog in the room all day. I asked about which patch of grass my dog can go potty on and no one could even answer that. I have called 5 times today on separate occasions throughout the day to ask for a dog bowl, water bowl, a dog bed and some potty pad and still no one have brought it by yet!!! What is going on? How is this a 5 star hotel? 5 TIMES, I CALLED 5 TIMES!!! I am not exaggerating. This is disappointing and I can get better service from a 3 star hotel at this point. When we checked in. Concierge tried to sell us hard on the whole 90 minute presentation thing. We had to say no multiple times. Geez, let us rest before trying to sell us something. And then on top of that, gave us multiple false information regarding reservations, such as the dinner show at xcaret is free and included. We went to xcaret for dinner bc we were told this. But when we got there, we were told the show is free but dinner costs $90 on top of that. We specifically asked concierge about the dinner part of the show, not the show only, I’m 100% sure he understood our question so not sure why he has to lie. Also, on the brochure it says one of the restaurant is opened 24 hours but I just went at around 10:30pm and it is actually closing right now. This place is actually ridiculous. I was just at another 5 star resort in Cancun right before this and it was day and night difference. Please don’t spend your money here. It is just a scam. This place is not made for American/foreign travelers

Hotel itself is beautiful but concierge and management let it down and as big as the hotel is it can’t cater for a family of ten dont go if your family is large because you can’t all sit together according to management it’s not pleasing to the eye I would have thought a large family going there is very pleasing to the eye especially a loving caring polite family as is mine could only get 2 al la carte meals all 8 days of being there because we couldn’t sit together shame on you xcaret thought you was all about family

Best experience . Most amazing staff Sebastian my bar guy was super friendly , Informative and my favorite staff member . Resort is gorgeous !! Highly recommend .

Gorgeous property, poorly managed, with a high pressure sales pitch that could ruin your holiday. xcaret arte is priced like a world class resort (usually. 600-1000+ per night for a couple) . The good: amazing all-inclusive experiences (parks) and incredible food. Gorgeous design and incredible food. Super friendly workers in all restaurants, housekeeping, and throughout. A unique spa that must be experienced. Fantastic art everywhere, and an interesting origin story (which includes exploitation of resources but they’re probably better than most.). Lovely rooms with unique amenities, snacks, robes, slippers etc. Always tip your room attendant. They earn their keep! Bring a wad of $5 bills for bus drivers and other helpers. $20 per person or more if you do the cenotes tour (and you must). Other than that, you don’t need cash at all. Therefore it’s shame that Xcaret is so poorly run and lacks even a small measure of customer service or feedback options. Multiple issues include: terrible communications, contradictory policies, aggressive membership sales, ambiguous and burdensome policies, Undisclosed and egregious rules around changes, undisclosed upcharges, and a sad lack of shaded seating around all the pools. The parks are crowded with hours-long wait times for some of the popular experiences. TIP: get up and go early. Make dining reservations BEFORE you arrive. Cancun airport can be awful. 2-4 hours in the immigration line sometimes. Try to arrive at off-peak times. Xcaret has a comfortable bus to the resort but check on the wait times. You might want to hire a ride. TIP: If someone shows you to your room, DO NOT let them sign you up for a “free” one-hour breakfast and a free week at a place you’d never go in the next 6 months. This is guaranteed to escalate into an all-day sweaty sales pitch in a loud, hot arena where agents are aggressively pitching memberships with price tags that range from $3000 USD to a $500,000 USD. That is not a typo. They really try to get folks to sign up and FINANCE via a predatory lender. They tack on a useless association with a timeshare program and a points based travel site called experiences 365. Useless and impossible to use, and they keep wanting you to pay for the next level. I could go on…. We walked out of the meeting, but finally paid cash for a 7-year membership at the $3000 level, as it included 4 free nights and a few other perks, like a different colored bracelet that gets you in the express line at some od the parks. So we basically pre-paid for our discount—25% off the published room rate. They’ll promise you an upgrade at check-in but never deliver. However, all the rooms are nice so there’s no need. One reason this review is long is that I hope someone helpful at xcaret will read and respond. It’s potentially the nicest Gorgeous property, poorly managed, with a high pressure sales pitch that could ruin your holiday. xcaret arte is priced like a world class resort (usually. 600-1000+ per night for a couple) . The good: amazing all-inclusive experiences (parks) and incredible food. Gorgeous design and incredible food. Super friendly workers in all restaurants, housekeeping, and throughout. A unique spa that must be experienced. Fantastic art everywhere, and an interesting origin story (which includes exploitation of resources but they’re probably better than most.). Lovely rooms with unique amenities, snacks, robes, slippers etc. Always tip your room attendant. They earn their keep! Bring a wad of $5 bills for bus drivers and other helpers. $20 per person or more if you do the cenotes tour (and you must). Other than that, you don’t need cash at all. Therefore it’s shame that Xcaret is so poorly run and lacks even a small measure of customer service or feedback options. Multiple issues include: terrible communications, contradictory policies, aggressive membership sales, ambiguous and burdensome policies, Undisclosed and egregious rules around changes, undisclosed upcharges, and a sad lack of shaded seating around all the pools. The parks are crowded with hours-long wait times for some of the popular experiences. TIP: get up and go early. Make dining reservations BEFORE you arrive. Cancun airport can be awful. 2-4 hours in the immigration line sometimes. Try to arrive at off-peak times. Xcaret has a comfortable bus to the resort but check on the wait times. You might want to hire a ride. TIP: If someone shows you to your room, DO NOT let them sign you up for a “free” one-hour breakfast. This is guaranteed to escalate into an all-day sweaty sales pitch in a loud, hot arena where agents are aggressively pitching memberships with price tags that range from $3000 USD to a $500,000 USD. That is not a typo. They really try to get folks to sign up and FINANCE via a predatory lender. place on earth, but it’s falling apart due to pressure sales and poor management. I want to love this resort, but when our membership expires we won’t renew. Final tip: book through ID90 or Costco. Their prices are about the same as member prices but without the nightmare sales pitch. My photos don’t capture it. I was swimming without a camera.

We had a wonderful time on our honeymoon! All of the staff were so friendly and accommodating. Our butlers, Yuseli, Mauricio and Connie, were amazing! We highly recommend this resort!