Hotel Xcaret Mexico

We stayed at Hotel Xcaret México from December 11–17, 2025, with our three young children and extended family. Although the resort itself is beautiful, our experience with room assignments and guest services was extremely disappointing, particularly considering the price and reputation of this property. Upon checking in on December 11, we were assigned a room overlooking a busy pool area, despite having specifically booked a Suite River, a room category advertised for its views of the resort’s natural rivers. Instead of the river view we had paid for, our patio faced a crowded swimming pool just a few feet away, offering very little privacy and considerable noise. The location was particularly unsuitable for a family traveling with three young children. What made this especially frustrating was that the front desk never informed us of the room's location or that it did not match our reserved category. When we requested a room change, we were told we would have to vacate our room by noon the following day but would not receive a replacement until 5 PM, leaving our family without a room for five hours. On the morning of December 12, around 9:30 AM, a Guest Services manager named Gustavo visited our room and assured us that a room on the sixth floor would be available as soon as possible. He also promised to coordinate our luggage transfer. Unfortunately, what followed was an entire day of waiting, poor communication, and repeated trips to the front desk. By 3:25 PM, we were told the room was undergoing its final inspection. Yet by 5 PM, we still had no room. At approximately 6:50 PM, after I personally returned to reception again, the manager on duty, Flor, informed us that the promised sixth-floor room was no longer available due to an alleged maintenance issue. We were instead assigned a room on the fourth floor. After waiting nearly seven hours without a room, the replacement was hardly an improvement. Its location was far from ideal, with an obstructed view and a nearby structure that illuminated brightly at night. To make matters worse, when we finally entered the room around 7 PM, the cribs for our children were missing. We had to request them again and wait another 20 minutes, despite our children's usual bedtime being 7:30 PM. Because of these completely avoidable delays, we also missed a dinner reservation at Las Cuevas, where our extended family had planned to gather for a special celebration. This was particularly disappointing because spending time together was one of the main reasons for our trip. Throughout this experience, we received little more than generic explanations about staff doing their best under the circumstances. There was no meaningful effort to make up for the inconvenience, no sincere acknowledgment of how poorly the situation had been handled, and no satisfactory explanation for why a suitable alternative could not have been arranged earlier. I also contacted Guest Services by email and received no response during the ordeal. I understand that hotels experience operational difficulties. What distinguishes a luxury property, however, is how it responds when things go wrong. At Hotel Xcaret México, we felt that the burden of resolving the hotel's internal problems was repeatedly placed on us. For a resort that markets itself as a premium, family-friendly destination, this level of service was unacceptable. The property is impressive, but our experience demonstrated a serious disconnect between the luxury experience advertised and the actual treatment of guests when problems arise.

Beautiful place, lots of food and fun, nice beach access. Lots of swimming pools. Transportation to the parks and airport makes a difference, not need to drive or call an Uber.

I am extremely disappointed with my experience at Hotel Xcaret México. What should have been a wonderful family vacation turned into an extremely stressful and financially damaging situation. During our stay, my iPhone 17 Pro Max fell into the river inside the hotel property. We knew the exact location of the phone and spent hours trying to recover it. Because of the depth, we requested assistance from the hotel’s lifeguard team. Hotel personnel became involved in the search, including a lifeguard who was brought in to assist with locating the phone underwater. What concerns me most is that, during the recovery efforts, the phone was handled by hotel personnel and, based on what we observed, was subsequently moved outside of the hotel property. This is an important part of the incident that I believe deserved a serious investigation. There is another aspect I feel is important to mention. This was not the first time we experienced concerns regarding belongings during our stay involving hotel staff. There were other items that we believe were taken or went missing after being handled by hotel personnel. At the time, we chose to remain quiet about those incidents because we did not want to create unnecessary conflict or damage the reputation of a hotel where we were staying and trying to enjoy our vacation. However, the circumstances surrounding the phone are different and far too serious to remain silent about. My financial accounts were subsequently compromised, and unauthorized transactions and withdrawals occurred. I had to take immediate steps to freeze or restrict my accounts, contact my financial institutions, and go through additional security procedures. I cannot independently establish exactly how the compromise occurred, which is precisely why I believe the circumstances surrounding the phone should have been taken seriously and properly investigated. When I brought these concerns to Hotel Xcaret, I was extremely disappointed by the response. My request for assistance was essentially dismissed based on the argument that I was the person who dropped the phone, so the hotel was not responsible and anyone could have taken it. I understand that the hotel may not consider itself responsible for the initial accidental drop of the phone. I have never denied my responsibility for that. However, that does not explain or resolve what happened afterward. The phone was inside the hotel property, hotel personnel became involved in the search and recovery efforts, and there are serious questions regarding what happened to the device after that. What I expected was professional assistance, a thorough investigation, and genuine concern for a guest reporting a potentially serious security issue. Instead, I felt that my concerns were dismissed without adequately addressing the complete circumstances. I remained quiet about other incidents because I wanted to give the hotel the benefit of the doubt and because I genuinely did not want to harm its reputation. But when an incident involves an expensive personal device, subsequent financial-account compromises, and questions about what happened to the device while hotel personnel were involved, I believe it is my responsibility to speak up. Hotel Xcaret presents itself as a premium resort, and I expected a much higher level of professionalism, accountability, and guest support when something this serious occurred. This experience has profoundly changed my perception of the hotel. The issue is no longer simply about losing an expensive phone. It is about how the situation was handled, the lack of meaningful support when I raised my concerns, and the unanswered questions surrounding what happened afterward. I sincerely hope management takes this matter seriously, conducts a proper investigation, and considers how situations involving guests' personal property and security are handled in the future. I wanted to love my experience at Hotel Xcaret. Unfortunately, this is an experience I will not forget—and one I believe deserves to be addressed.

Overall we had a great time. Even though it wasn’t a good start the whole team came through. We had 2 reservations one in Casa Fuego with ocean view which was great. And the second reservation was at Casa Vida which due to where we had our room was noice but was a swim up so it was nice. During our stat we celebrated Mexican Independence which was cool to experience a bit of the nations culture and cuisine. We also celebrated the first MDC Fest which was great.

Check in was terrible, I got there as a member and I was told to wait outside that my room was going to be ready by 3pm. And I saw all the members getting a bag and t shirt , I ask and I was supposed to get one as well, I had a dinner reservation and I showed up and they cancelled our reservation at moment of arrival without previous notice, the check out was charging me because I did not show up to a park which I did call and chance my reservation and then they were telling me that I had to prove them that I went to the park. My family travel and wanted to buy the membership but after all this decided not to spend money on something like this.