Hotel Xcaret Mexico

We went for my parents 25th anniversary. I had sent the form with our desired reservations for restaurants and activities a month an advance as advised and no response. Finally I called and was told they were working on our reservations and was told to call in a week. I called again and was told the same to call in two days. I did and was told to wait till I got to the hotel. Finally me and my family arrived and were told they had not received anything. Luis, our concierge agent told us he would work on getting us the reservations and to come back the next day. Luis said that because we purchase through Costco we don't get the same service when t comes to reservations. My family and I were beyond frustrated with Luis and his service. He not only made us feel unwelcomed but completely disrespected us. Not only did we come back the next day to find out Luis was not there that day and when helped by the next concierge who was Derek. They told us there was nothing they could do and that we had to check with them again in an hour. When I came back Derek avoided helping me and hid behind his coworkers. I had to physically point at him 3 times for him to come help me. We were told Luis had reached out to the restaurants but they had not answered. Two days and they did not answer. Keep in mind these are restaurants (Las Cuevas) inside the hotel and they were unable to communicate with them. Finally Derek told us we had to show up at the restaurant to ask them directly and so we did just that. When we got to Las Cuevas, they told us that the concierge has the power to make our reservations and that they had not received anything. They did not provide a resolution or offer any other restaurant reservations. We just wanted to enjoy a non buffet dinner to celebrate my parents 25th anniversary. We spend good money on these vacations and me and my family were highly disappointed that the service was so terrible. They did not show any eagerness to help or resolve our problems. I would not go return and do not recommend.

Anallely was WONDERFUL!! Drinks selection was great.. Very attentive

The resort is beautiful but massive and in our opinion not very well marked. We were lost with many others the first night just trying to find the beach! There were underground tunnels with golf carts to get you places but those were hard to find. Signage is not good and most of the employees have a hard time helping unless you speak spanish. There was much of this park as well as the others (which are marked better) that we didn't see.

So overpriced! My family and I just got back from this resort. This was our 16th trip to the Cancun/Playa del Carmen area and the first time I've ever had a negative experience at a hotel. We stayed in the "river jump" suite and paid extra for it. Based on the pictures, my 12 year old daughter could not wait to get to the room and jump off the balcony. When we arrived however, it was a different story. The entire river area was covered in disgusting algae blooms. They were everywhere and nobody wanted to get in the water because of them. It was so disappointing to pay all this extra money for something we never used. The resort itself is huge and at first, it's very hard to navigate as there are not a lot of directions. You kind of have to figure it out through trial and error. There are a lot of pools at the resort, but unfortunately the beach is non-existent. We tried to go one day, but it's covered with rocks, very rough waves (red flags, meaning no swimming) and brown water from all the churning of the waves. There is no sand at all. So, if you want beach access during your vacation, this is definitely not the place to go. The rooms were large, but my whole family found the beds to be really uncomfortable. It felt to me like the mattresses were old and saggy in the middle. They do give you a mini fridge that's included in your stay and they refill it everyday with water, soft drinks, beer and snacks which was nice. One of the nicer features of the resort and parks is that they have cameras set up everywhere to take your picture just by flashing your wristband. However, these pictures also cost additional money and they are not cheap and are not included with your hotel reservation. Instead, you have to pay based on how many people are in your family and how many parks you want pictures from. In our case, a family of 3 with just two parks was over $150 for about 20 total pictures. There are plenty of restaurants at the resort from buffets to sit-down, but many require you to book reservations in advance. Also, if you don't show up for your reservation or try to cancel within 24 hours, you will be charged. I unfortunately got sick from the food while I was there and the hotel would not let me cancel my reservation. I was told that even if I went to the doctor and could prove I was actually sick that it would not matter. Ultimately, I could not go and was charged $100 for not showing up. Even arguing with the front desk and the management didn't change anything. This was extremely frustrating as I was already spending over $1,300 per night to stay at this hotel. One of the major reasons we decided to go to this resort was because I thought my daughter would enjoy the many parks you can visit. During our stay we visited Xenses, Xplor and Xcaret. The parks are fun, but also extremely crowded. Some of the rides required very long wait times. Also, when you got on the rides (for example, the river rafting or cenote swimming) you were basically in one giant train line trying to get through the ride. The pictures make it look like you're by yourself with nobody around and it's very peaceful. That is not the reality. Xcaret park is nice enough to walk around, but nearly everything in the park is an additional fee. I found it really annoying that when I booked the resort I was constantly told that the price includes everything - which really isn't true. Many of the activities required additional costs. All in all, I would not recommend this resort. It's extremely expensive for what you actually get. I have been to many other hotels in the area that provided a much better experience for a lower price.

Xcaret is absolutely beautiful with no detail untouched . Food ,drinks and pools everywhere. This place is so big and amazing it never seems crowded. One of my favorite places was the rooftop pool in Casa Sol where is probably the best service is. We absolutely loved Anallely,she pays attention to evry detail and will make sure your treated like a king. You will never be hungry with over 23 places to eat.