Hotel Xcaret Mexico

We bought a ticket to go on a swim with dolphins at the airport. We were not informed it involved anything. The provided transportation to get there from our hotel. When we got there we were told we need to attend a 90 minute presentation which we never knew was part of it. We spent 5 hours there going from a sales person to a supervisor then to a quality control …etc. At the end we didn’t want to buy what they offered and after that nobody wanted to even talk to us. We alro didn’t get to swim with the dolphins. We lost an entire day of our vacation on a sham sales pitch. A horrible experience.

I cant knock the hotel itself, beautiful and well maintained. The negatives, which you should all read if you are intending to stay. I pre-empted a list of questions to the hotel chat months ago, so I had all the (what I thought) correct info. They need to train their staff more. 1) After a ten and a half our flight from London, we arrived evening time, with moany, tired kids. We were told it would be a simple case of meeting with hotel staff on arrival. No-one was there in arrivals. We had to walk outside and ask random people where we get the transport to the hotel, eventually we were directed to a Hotel Xcaret lounge/room, (just as you walk out of the terminal, on the right this was terminal 3 Cancun airport) - Air con in the room (thankfully) and there was one guy with poor English who sat us down and I filled out some forms. Transport to the hotel was fine. 2) The rooms were clean and lovely, we asked for two pool access rooms with twin beds within close proximity, 6 of us travelling, 3 per room. One room was in another casa, which was too far way. Neither room had 2 double beds, we used the sofa beds so the kids could "sleep over" and swap if they wanted. If you want anything specific, they seem to just ignore your requests. Also if you did loose a wrist band, it would cost you $400 dollars, they made that clear, so that was a constant check that the kids had not lost one. 3) The room linen was changed daily, no problem there, but the mini bar and coffee condiments were not. Even when I asked multiple times, they said yes yes, but no they were not. 4) The buffet restaurants, we learnt quickly, get in there for breakfast before 7.30am and you didn't have to queue long, otherwise it was a 30+ minute wait in the sun to get in. The buffet restaurants are ok food wise, but its very very same-y. 5) Unless you want a shock, book the Japanese restaurant before your holiday, I was told you have book the bookable restaurants when you are there, and its a day or two wait, but there was no free slots so we couldn't book a meal during our stay. 6) Be VERY careful with HA and the other bookable restaurants, even with an all inclusive, these are not included, we had 2 bottles of French wine with steak and lobster and at hotel checkout the meal cost £1417 USD (I have uploaded the "invoice" here as proof). That was for 1 meal for 4 people (2 adults and 2 children) One child just had a plate of fries. I just sat there and laughed at my own stupidity and paid it. A bottle of Red wine, (which same bottle is sold for about £17 in Waitrose) was marked up to $170 dollars. So stick to the two buffet restaurants or the restaurant by the kids "Octopus pool". 7) The XCARET parks are great, obvs its busy, but the transport buses are good, the boat to Xcaret park from hotel Xcaret is best, but its busy and some days they only had one boat doing the trip. 8) Unpleasant when leaving the hotel, we had to wait for about an hour at the reception area standing in the sun not being told what was going on. Also got hassled with booking at the hotel again at a reduced rate which was unpleasant, we just wanted to get to the airport. Lovely hotel, lovely setting, bad customer service. Will I return? No, this was a one off, the hotel is lovely, the bars /pools are great, parks are worth it, but its mostly the poor service from the staff, if you ask for anything, you get ignored or fobbed off. The amount of money I paid for the holiday does not match the 5 star experience I was expecting at all.

Our experience at hotel xcaret mexico was absolutely amazing! We went to xcaret to have our destination wedding and it was the best decision we ever made. We had the pleasure of having Alejandro and Julieta as our concierge assistances and they were so helpful. We received daily reminders on our reservations and would help us get answers to the questions we had. They would text us daily to check in and see if we needed anything. On a few occasions they even walked us to our dinner reservations. The service, food, and activities at hotel xcaret were phenomenal and nothing short of amazing. Our family and friends consisted of kids 1 -17 and adults in their 30s 40s 50 &60s. Everyone had a great time and there are activities for all ages. I recommend anyone thinking of going to xcaret mexico to go ahead and book, its definitely worth the money. An experience that you do not want to miss out on.

The hotel itself is simply amazing. The facilities are outstanding, the pools are beautiful, the food offers something for every taste, and the rooms are spacious, comfortable, and impeccably clean. The easy access to the parks makes the overall concept even more attractive. Unfortunately, our experience as guests was extremely disappointing. It started with check-in. We arrived using the hotel’s airport transfer, but it took over an hour to complete the check-in process. After a long journey, this was a very tiring first impression. Our travel agency had already made all of our restaurant reservations. On our first evening, we had dinner booked at Las Cuevas Restaurant. However, the front desk staff could not clearly explain how to get there and only provided vague directions. There were no golf carts available and no staff nearby to assist us, so we had to stop several employees along the way, none of whom could give us clear instructions. The worst part happened when we accidentally arrived at Hotel Xcaret Arte. I completely understand and respect that it is an adults-only hotel. However, instead of simply directing us to the correct location, the employee at the lobby incorrectly told us that the restaurant was at Xplor Park (while it was actually located at the hotel complex). He then said we could not enter because we were with our two 8-year-old children and that he would call security to escort us out. There was absolutely no empathy for the fact that we had been walking around with two tired children, were lost, and were about to miss our reservation and incur a USD 100 no-show fee. Only after he realized how upset I was and saw that my children were frightened did another employee—a very kind lady—step in and personally walk us to the restaurant. By the time we arrived, my children were crying because of the entire situation. We also experienced problems with housekeeping. On two different days, our room was simply not cleaned. The “Do Not Disturb” light was not on, as suggested by the staff. We only had the room cleaned after several phone calls and even a visit to the front desk. Finally, 48 hours before our departure, I went to the concierge to schedule our airport transfer, exactly as instructed in our reservation. After I informed the concierge of our flight details, she initially told me to return the following day. She only completed the reservation because her manager overheard the conversation, noticed my dissatisfaction, and instructed her to schedule the transfer immediately. In the end, despite the hotel’s incredible facilities, our overall guest experience was extremely disappointing. Throughout our stay, we repeatedly felt that the staff were not genuinely interested in understanding guests’ needs or providing a smooth and welcoming experience. The only consistent exception was the shuttle drivers, both within the resort and on the airport transfers. Every one of them was kind, professional, and genuinely helpful.

This place is a scam. It was most expensive all inclusive resort I ever went too with the worst customer service and experience. All restaurants basically have the same medicore food, the buffets expect to wait 20 minutes at least to be seated and room service is more than an hour and usually comes wrong. They do not put alcohol in drinks. The lobby has the rudest staff, gosh forbid you ask them a simple question, I think I got better service at a motel. They also do not answer the phones. I never have seen anything like it. I believe the pay social media users to write good reviews about them. Rooms are loud, except to hear hallway noise all the time. Parks are dirty, they also have all these dolphins in tiny pens and cram them with 30 plus people. Avoid this place at all costs.