Hotel Xcaret Mexico

I normally don’t leave negative reviews, but our experience with this all-inclusive resort and Mexico Destination Club was extremely disappointing and stressful from start to finish. Before our trip, Mexico Destination Club provided us with an itinerary and promised several benefits if we booked directly through them, including private transportation, early check-in, and confirmed reservations. However, when we arrived at the hotel, we were told none of these arrangements had actually been made. Instead, the concierge created restaurant reservations for us. At checkout, things became even worse. The reception staff attempted to charge us for reservations and services we never made or attended, and they would not allow us to complete checkout or leave until these charges were paid. Resolving this took so long that we missed our scheduled transportation back to the airport — transportation that was supposed to be included in our package. We were told we could take the next bus, but when it arrived, we were not allowed to board it. Because of this, we were forced to pay out of pocket for transportation ourselves. The entire situation was extremely stressful and upsetting and completely unacceptable for a resort that advertises an all-inclusive experience. The miscommunication between Mexico Destination Club, the concierge, and reception staff caused confusion from the moment we arrived through the moment we left. I was so overwhelmed by how everything was handled that it even brought me to tears at checkout. I truly hope management takes this seriously and improves coordination and accountability so future guests do not go through the same experience.

Had a great time at Xcaret for our wedding! Wanted to give shoutouts to our butlers Adriana Garrido My and Juan De Dios. They were both amazing, met us in person, and always checked in to see if we needed anything during the stay! Our wedding coordinator Jordan Dominguez was also the best person we could have on our wedding day! He was always on top of the day and handling stressful situations with ease and grace! We couldn’t have had our amazing wedding without him!!

Title: Concerning Treatment of Guests — Not the 5-Star Experience Advertised We stayed at Hotel Xcaret México from March 23–28 as a family of five with three young children, traveling to celebrate important milestones. Unfortunately, this was one of the most disappointing and concerning resort experiences we’ve had. The most troubling part of our stay was the consistent way we were treated by staff across the entire property. At no point did we feel welcomed or acknowledged unless we initiated the interaction ourselves. We were not greeted upon approaching staff—whether at the front desk, concierge, restaurants, pool areas, or through room service. Every single interaction required us to step forward, ask for help, and often wait without acknowledgment. On one occasion, we stood directly in front of the front desk for approximately 10 minutes without a single staff member acknowledging our presence. This was not an isolated incident—it was a consistent pattern throughout our stay. At a resort that markets itself as luxury, basic hospitality standards like greeting guests, making eye contact, and offering assistance should be automatic. The absence of these fundamentals, repeated across multiple areas of the property, was both frustrating and concerning. Combined with inconsistent service, cleanliness concerns, and a clear gap between what is advertised and what is delivered, this created an overall experience that fell far below expectations. Given the level of service we received, we were left questioning whether we were being treated differently, which made the experience even more uncomfortable. We chose this property expecting a high level of care—especially as a family traveling with young children—and instead felt overlooked throughout our stay. We are sharing this review so other travelers are aware of our experience. Based on what we encountered, we would not return.

Great experience. Great food. Great staff, especially Isis, the gym trainer. She took me through a whole workout, explaining everything, making it easy to understand. The activities were fun but you need to book them in advance. Overall it was a great experience and would definitely recommend. 4.5/5

We dined at Xaak Restaurant during a recent stay at Hotel Xcaret Mexico while celebrating our 20-year anniversary. The experience was disappointing from the start. The restaurant was nearly empty, the pacing felt rushed, and several dishes were served at room temperature. Overall, it did not match the level of quality we expected. More concerning, I became ill shortly after the meal. I was vomiting during the dinner and continued to experience severe gastrointestinal symptoms over the following days, including persistent vomiting and diarrhea. The situation became serious enough that I required hospital treatment for dehydration, and it took nearly two weeks to fully recover. I reported what happened to the restaurant staff and later followed up with the hotel after our stay. Unfortunately, I did not receive a meaningful response or resolution. This was supposed to be a special anniversary trip, and this experience had a significant negative impact on it.