Hotel Xcaret Mexico

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.

Very nice experience. Food is excellent, the rooms are comfortable and relaxing, pools and drinks so enjoyable, and the views unbeatable.

First off Fabiola at check in and Feliciano at pool bar were by far the most amazing people I came across on staff there! Now, the property is beautiful! Yes things are spaced out and you can get lost but it is beautiful. Make sure to get a map of the property because even with signs a few of the restaurants are hard to find. Be patient because most guest have NO consideration for others n just cut in line and don’t care about others while at the buffet or bar. The only real issue I have is I was hoping for a bigger beach. The beach space is small and limited however, I’m sure there is a reason for it. I did like staying here over occidental because it was much easier with transportation to the parks. Overall I enjoyed this resort but if you’re not gonna take advantage of the parks being included I would not stay here.