Hotel Xcaret Mexico

Group of 17 people went for a 60th wedding anniversary party. We wanted to love this hotel and experience and we had so many headaches and problems. Please read all of the recent reviews. BUYER BEWARE. You cannot get a hold of anyone at the hotel prior to going or even when there that can help you. You cannot make reservations ahead of time. You send an email with requests and they don't get back to you to let you know if anything is booked. My in laws try to plan a whole private party and reservations and nothing was done ahead of time. The room walls are paper thin. You hear everything in the rooms next door and in the hallways. The pillows are worthless. The concierge cannot help directly, they have to pick up a phone to get other people to help. All the restaurants were booked and we got no reservations. They did book us on an excursion and never told us but then try to charge us with a no show fee. The buffets are packed and you often have to wait for tables, food is not fantastic but ok. No real allergy labels and wasn't confident that food waiters or food prep people understood gluten free. There is no true beach. You have to get up at 7am to try to get any good "beach" chairs or big pool chairs. The grounds are beautiful but are huge. Our rooms were in the middle of the hotel and took 10-15 min to lobby one direction and 10 min-15 min to the beach in the other direction. The parks are fun but honestly with all the hassle of the hotels just not worth it. The hotel has 1800 rooms and has like 4 people checking people in and 4 checking people out. You try to call the front desk or concierge and the phone rings for like 20 min before someone answers. It takes like an hour to check out to leave. Lots of surprise charges on top of the already overinflated prices. Lastly, they were able to arrange for a private party for us in a private room once we got there and they arranged for photographers to take our family pictures and pics of the party. Well it's now a month later and no one has contacted my in laws to deliver the pictures and surprise they cannot get ahold of anyone at the hotel to get these pictures. It was the first time our family was all together in like 5 years and now we may not have the pictures we paid for.

Loved the stay and the experience . It was only a bit derailed by the fact that nobody mentioned ( and we talked to multiple hotel staff) that explor fuego is considered a different park. So we bought our park photo packages for 4 parks, xplor, xel- ha , xcaret and xenses. We thought that xplor is one park but no.. we made the hard decision to give up our photos at xenses because we did not want to pay another $95 on top of $253 that we already paid.. Another thing was , we made the HUGE mistake to go to their “ 90 minute” presentation. We were lead to believe that the presentation was going to be about the new part of the hotel that was just built and we were curious to hear about it . We learned that we were misled and the presentation was an attempt to sell us their destination package. We could not leave .. we felt like hostages.. wasted precious 4 hours of our vacation time. They gave us 2 -80 minute massages but not worth the time. I would never do this again.. other than that everything was great! My family would go back. We enjoyed the parks and the food . Staff was great. Truly amazing how many people are employed by this resort.good vibes, super safe.

Amazing all fun inclusive experience ! The food was outstanding , but the clear winner of the trip was the the amazing service and friendliness of all the staff

XCaret Hotels are an amazing experience in hospitality and adventure! We've stayed at many "all inclusive" resorts and there always seems to be added fees. With XCaret everything is included from food to drinks to entertainment and transportation, access to amazing facilities PLUS entrance to all of their parks. 5 days isn't long enough and every stay will lead to a different experience. We went as a couple celebrating an anniversary and stayed in an "adult only" section of the hotel. We had a beautiful view and Jacuzzi in the room. The linens are very soft and cozy and the beds are so comfortable! The family sections of the hotel are also very cool with waterslides, kids clubs and games. There is always something going on and the parks are only a (free) shuttle ride away. The food was some of the best resort food we have ever had. 19 different food options including buffets and fine dining. And the desserts at XCaret are beautiful and very tasty. XCaret has also done a thoughtful layout with beautiful architecture while still maintaining the beauty of the surrounding jungle . Preservation and conservation are key elements to XCaret and their love of nature shows in every element. The best part (as of there wasn't enough) is the attention to detail with the hospitality teams. At Casa Fuego we had dedicated butlers who maintained constant contact through Whatsapp and attended to our reservations and as well as day to day needs. Connie, Mauricio, and Yuseli were amazing and always ready to help. We also appreciated Alexa and her help with our membership. We can't wait to get back and do a new adventure !

I had issues with reservation booked by Expedia. I made the reservation early june 2025 with correct minor's age. I did noticed the age of my children was not showing on the receipt. When I arrived to check in at Xcaret Hotel for my vacation additional fees were required for my teenager, and they said that the reserve was made for child under 5. According to Xcaret Hotel, Expedia reserved for 2 adults and 1 child ages under 5. I try to find help from Expedia by they offer poor resolution of conflict and Xcaret Hotel sure takes advantage of this type of situations giving the excuse the reservation was made with a third party. Make sure if you book for minors, their ages are listed on your receipt of purchase or you will end up with a big surprise. I ended up paying over 3k additional for fees for 1 teenager. Don't trust Expedia receipts. Additionally, at the hotel the concierge service was poor, no one to explain nothing to us about the hotel We had to continuously ask for more water in our room, and ask for the cleaning service.