Hotel Xcaret Mexico

I booked my trip through Costco on Nov 27 for 5 days stay. I was expecting an email from them to offer any pre-bookings for the restaurants etc, but I did not get any (maybe bookings through Costco are not setup for that, which is a BIG problem). Anyway, I reached out to the hotel to inquire about reservations on Nov 30 and got a ticket created email, but never a reply. Not hearing back for a few weeks, I called the hotel directly on (Dec 13) and after 5 different calls, disconnections and unenthusiastic service I was able to get a form to fill which I promptly filled and sent back in a few hours. I did not hear back again from the hotel or the staff. I called again to follow up (3 days after I sent the filled form). I was told that none of the restaurants that I want to experience are available. This is not the experience I was expecting from a 1000$+ night hotel. I am staying there for 5 night and very flexible on the time and day. Looks like I am not unique in this frustrating experience and there are many others who have complained about it. Looks like they oversell the place and don't have enough reservations. Consider some other better resorts like Grand Velas or Palace, where we always had a A+ experience!

We loved the hotel itself—beautiful grounds and excellent amenities. However, our experience with the Xcaret membership was extremely disappointing due to how the company handled our refund request. After paying an advance deposit, we decided to cancel the membership within the period granted for it. Despite acting in good faith, our refund was denied. The company pointed to specific clauses and ambiguous language in the contract that allowed them to keep our deposit. These loopholes included vague terms about cancellation rights, non-refundable deposits, and complex refund conditions that were not clearly explained during the sales pitch. When we tried to challenge their decision, it became clear that the staff were very familiar with these contract details and used them to justify refusing our refund. We felt misled and frustrated, as the contract’s fine print was only fully explained after we requested our money back. The process felt unfair and not in line with the hospitality standards we expected. **Advice if you’re considering a membership:** - Take the contract home and review every clause, especially those about refunds and cancellations. - Ask for all promises and refund terms in writing before paying any deposit. - Avoid signing under pressure or on the same day. - Use a credit card and keep all documentation. - If possible, have a legal expert review the contract before committing. The hotel is wonderful, but the membership and refund process did not meet ethical expectations in our case.

I barely have been here for one day, and I am already having the worst time possible. Very understaffed the restaurants have little to no staff, literally ordered a simple coke and it took them almost 23 minutes to bring it. I ended up leaving the restaurant before they even brought it. I took the transportation to xcaret park, and when it was time to go back to the hotel, the bus took over 40 minutes to arrive, it’s kind of crazy that’s I am paying soo much money for a hotel with horrible service. And because there was only two transportation buses I missed out on a reservation for a restaurant by three minutes, and was not allowed inside. Overall horrible service, transportation, restaurant don’t even excuse the late times. Highly recommend going to a better hotel and spend your money somewhere where it’s worth it. Such a disappointment how this hotel has downgraded from the last time I was here

From the friendly staff to the nature paths and wildlife scenes, mind blowing. From the many food options to activities and entertainment, wow! Amazing experience and would highly recommend this hotel.

GREAT experience! Food was a 10, staff was a 10, associated parks were a 10 and our jump off room was fabulous. However, what really made our trip was the concierge Gil at the roof top pools by the water slides. He was friendly, attentive to our every need, and he went above and beyond to make us not only feel at home he made us feel like family. He is a 10+. We are sad to leave.