Hotel Xcaret Mexico

We enjoyed our morning trips to the bar with Sebastian serving us. He helped my daughter with her spanish and was so friendly. He knew our orders by the end of the trip and remembered our names. Sebastian was the best bar tender in the whole resort!

Anallely was our server at Casa Luna Rooftop Bar. She was great! She provided excellent service and was very kind.

-Two hours to check in. -Two hour wait for dinner night one. Constant hassling by staff.

The resort is spectacular, magical clean and the rooms are fantastic. But, it is Huge. It was overwhelming the first day. We were not aware that reservations Were require

This is my second time visiting Cancún. The first time, I stayed at Hyatt Ziva and had a great experience with my family. This year, I brought my family and friends to Hotel Xcaret México. However, this trip made me very disappointed and unhappy. First of all, many of us families emailed the hotel multiple times in February and March to make reservations for restaurants and parks. But they barely replied to our emails, only getting back to us in the last week before the trip. By then it was too late — almost all the restaurants were fully booked. Only a few families managed to get reservations. On the second day after we arrived at the hotel, we went to Xplor Park, which is owned by the hotel. I was secretly photographed in the dressing room. I immediately notified the staff and security, but they were very indifferent and seemed unwilling to help — they just had me write down a report. At the time, there was a witness who left her phone number, but I couldn't reach her at the park.I had to go back to the hotel. Later, I finally got in touch with the witness. She clearly described the appearance and clothing of the person who took the photo. I then immediately went to the hotel front desk and asked them to contact the park to check the security cameras. They refused, saying they had no connection with the park. I then asked the hotel to take me to file a police report. I requested that they follow up on the matter, but after that, they didn’t ever contact me again. Does Xplor Park not belong to their hotel group? As a tourist, if something happens on their property, do they have no responsibility? The dressing room is shared by men and women. Why are there no partitions extending all the way to the bottom — they are open and hollow underneath? Isn't this a safety hazard? They never contacted me and the witness to follow up , or even replied to my emails. I did not receive a service I should be received !! Also, their food was very bad — extremely salty. Four or five of us vomited for some unknown reason. The hotel's indifference and neglect made me feel very unsafe, and disappointed!