Hotel Xcaret Mexico

⭐⭐⭐⭐⭐ A heartfelt thank you to Axel at Xenotes I want to take a moment to recognize someone who made a lasting impression on me during our visit to Xenotes by Xcaret on August 29, 2026. His name is Axel Martinez de La Torre, and he is one of the lifeguards at Xenotes. During our visit, I accidentally dropped my phone into one of the cenotes. It sank approximately 7 meters deep, and I had already accepted that I had probably lost it. To me, it wasn't just a phone — it contained years of memories, photos, and important personal information. I was honestly devastated. That's when Axel stepped in. Even though retrieving a guest's personal belongings was not part of his job, Axel decided to help me. He went down into the cenote and successfully retrieved my phone from approximately 7 meters underwater. What touched me most wasn't simply that he managed to get the phone back. It was why he did it. Axel didn't ask me for money. He didn't ask for a tip. He didn't ask for a favour. He didn't expect anything in return. He simply saw someone who needed help and chose to help. That kind of kindness is rare. In the middle of a beautiful vacation, surrounded by amazing scenery and incredible experiences, Axel gave me something that I will remember long after the trip is over: a reminder that there are genuinely good people who are willing to go above and beyond for a complete stranger. I will always be grateful to him. What may have been just another day at work for Axel became a moment that meant a great deal to me and my family. Axel, from the bottom of my heart, thank you. ❤️ You didn't have to do what you did. You could have simply told me that the phone was too deep or that retrieving it wasn't your responsibility. Instead, you chose to help. I hope this message reaches the management team at Xcaret because people like Axel deserve to be recognized. He represents something much bigger than excellent customer service — he represents kindness, compassion, humility, and genuine human decency. Xcaret is very lucky to have him. Thank you, Axel, for going far beyond your job and for giving me back something I thought I had lost forever. I will never forget it. 🙏❤️ With sincere gratitude, A very thankful guest

We stayed at hotel xcaret Mexico. Our experience is excellent. Customer service is exceptional. Very detailed and attentive to our needs. The place is very safe and family friendly. They have lots of options of activities for all different ages. Foods are excellent. Loved the sea foods. Accommodations are great. We are pampered. 🥰

We are Xcaret members, and until today I believed membership meant being part of a hospitality organization that genuinely stood behind its guests when something went wrong. Unfortunately, what happened today has fundamentally changed my perception of Xcaret. My pregnant wife slipped and fell on water on the floor inside an Xcaret restaurant. Accidents can happen. What separates exceptional hospitality from everything else is what happens next. We immediately reported the incident. We requested a copy of the incident report. We were refused. We explained that my wife is pregnant and asked about having her medically evaluated following the fall. We were told that if we wanted a doctor, we would have to pay for it ourselves. We then specifically asked to speak with the Hotel Manager or another senior leader. That request was refused as well. Instead, we spoke with a Butler Supervisor who represented to us that he was the highest level available to address the situation and that what we were being told was Xcaret’s policy. And afterward? No meaningful follow-up. That is the part I find hardest to understand. I am not writing this because someone spilled water or because an accident occurred. I am writing this because of how Xcaret responded after a pregnant member fell on its property. There were so many opportunities to handle this differently: “Is your wife okay?” “Let’s get her evaluated.” “Let me get a manager.” “Here is who will follow up with you.” Instead, our experience was refusal, policy, and silence. We have now formally requested that Xcaret preserve the relevant surveillance footage and documentation surrounding the incident. For anyone considering becoming an Xcaret member, I would ask a question I wish I had thought about before joining: Membership is easy to evaluate when everything is perfect. What really matters is how the company treats you when something goes wrong. Today, we learned the answer for ourselves. I sincerely hope Xcaret’s executive leadership sees this, reviews what happened, and proves that our experience does not represent the standard this organization intends to provide its members. Because beautiful resorts can be built. Trust is much harder to rebuild.

Beautiful property, food was good but restaurants usually had a line to enter. The parks were very nice and enjoyed the ease of the shuttles. The lagoons were gorgeous.

We enjoyed several of the restaurants during our stay, and particularly liked the choice and quality of the food. Having different restaurants within the resort made everything very convenient, and we enjoyed being able to have a relaxed dinner without needing to leave the hotel.