Hotel Xcaret Mexico

The hotel was very lovely. The grounds are amazing and very clean. The service on the other hand was lacking. We were told not to drink the water in the rooms and were told that there would be water bottles available. We never had any water in the rooms to drink. We asked the cleaners, concierge, and room service, all to never receive any. The next day we asked concierge again and got two bottles. After they no more were refilled. I would fill water from the filling machines by the pool next to the room but it didn’t work! My second issue was the food. We were never told we had to reserve restaurants. Once we got here everything was full for the week and we had no eating options. We were told there were some restaurants we could go to that didn’t require reservations but we got there at opening time 7, and weren’t seated until 9:45! This is not ideal for families. I believe there is a serious dining problem here. We weren’t the only ones in this situations. Lots of angry families sitting for hours waiting for something to eat. You can get room service but we ordered at 9:30 and it didn’t arrive until after midnight!!

Come only if you want to be mistreated and go hungry. The bad experience starts at the airport. After a long trip, you'll be greeted by grumpy and rude people. The bus is extremely cold and there's no water for guests. After waiting for the bus to arrive, you have to wait to be checked in and then wait to go to your room. I emailed a month in advance to make restaurant reservations and when I arrived I found out I didn't have any reservations. I came to celebrate my son's birthday and we waited in line for an hour. After waiting in line, all the food at the buffet has lines. I waited to enter the restaurant, then waited to get food, and when it was my turn, the waffles and maple syrup were already gone. It was a terrible birthday. I brought the candle and asked the waiter to light it. I waited for 30 minutes and he didn't light it. I complained to the concierge, Cintia, about the whole bad experience, and she said she would give me a package of facts as a gift if I attended a one-and-a-half-hour lecture. To avoid going through the humiliation of the restaurant lines again, I ordered room service. It took three and a half hours for the meal to arrive. A horrible experience from beginning to end.

We had a truly awful experience at La Cantina a non reservation restaurant at Xcaret Hotel, and left without eating after more than an hour of waiting. On arrival, Monica at the door repeatedly told us we were “second on the list.” This was said several times over the course of more than an hour. During that time, we watched multiple families of the same size be seated ahead of us, making it very clear that what we were being told was simply not true. When we were finally seated, things went from bad to worse. The waiter handed me a plate that was scalding hot. I instinctively dropped it due to the pain, and it smashed on the floor in front of me. My hand was badly hurt, and the whole situation was extremely upsetting and unsafe. As a result, my family and I had to leave the restaurant without any food—hungry, angry, and upset. This is only our second day of a five-day holiday costing over £5,000, and the experience left me so shaken and in pain that I couldn’t eat at all. It has also meant we will now miss our planned visit to Xel‑Há tomorrow. Between the misleading information at the door, the excessive wait, and the serious safety issue with the hot plate, this was a completely unacceptable experience. We expected far better.

I was secretly photographed in a dressing room at Xplor Park. On April 2, 2026, around 3:30–3:40 PM, this happened inside the brown dressing/changing room area, which is supposed to be a private and safe space. I immediately confronted the individual and reported the incident. I later located a witness and contacted the hotel. There was only one exit from the area, and I provided a clear time frame, a description of the individual, and the witness saw him running out. The dressing room area is shared between male and female guests, and the individual changing stalls are not fully enclosed at the bottom, which raises concerns about privacy and safety. A police report has been filed after I returned to Hotel Xcaret México. However, I have not received clear follow-up or confirmation that any meaningful investigation—such as reviewing surrounding surveillance footage—has been conducted. Even basic requests for support during my stay were declined. This experience has made me feel unsafe. I hope this is taken seriously—not just for me, but for all guests.

Excelente Place ! To visit again and again!