Hotel Xcaret Mexico

The employees - specifically the security and restaurant workers made this trip terrible. Everywhere you went you were treated like a second class citizen and very rude. We rented 7 rooms. We wanted to have our family eat meals together. The restaurants let us know what a pain it was for them to join tables for us. Mind you the hotel is at 50 percent occupancy. I wandered jnto the wrong pool and was yelled and asked to leave - there was no sign saying that I didn’t have access - I was staying in an ocean view suite room that cost over 1500 a night - instead of being polite, the worker followed me around with a clipboard asking me to leave. I got lost while walking around and security refused to help me find my way back. At the pool restaurant they threw a fit about our one year old being in pool attire. Very rude. Ibis the security worker was absolutely rude to my entire family and raised his voice at us. The concierge was polite. That was the saving grace. Francisco Sanchez at Mexico. I would come back to the parks but wouldn’t stay in the hotels. I pay this type of money to be treated with kindness. We will take our family’s seven hotel room bookings elsewhere.

Cancun was absolutely a dream, and this resort was beyond anything I imagined. Certainly the most luxurious and accommodating I’ve ever been to. Unfortunately, Ifell was injured early on, so I was unable to participate in most of the activities that I had hoped to. But the staff was veryaccommodating and very helpful. Anything I needed was there instantly. They made sure that my son who was traveling with me was well cared for also. Each timeI had to go to the hospital, unfortunately twice, they had a staff member accompany as and help interpret when necessary they arranged for taxis when we needed it and have someone around all the time to help navigate the system and make sure we got back to America.

I attended a destination wedding at Xcaret Mexico. My 7 day stay was beyond what I expected. The service, culinary experience and ambiance was AWESOME! My only complaint was that I had to leave!

The resort is breathtaking. Every turn there’s a different piece of artwork or exciting design element to discover. The staff provided excellent service across the board. The only room for improvement would be communication via phone. We had difficulty contacting the front desk and room service via phone, but immediate answer on person at the front desk.

We had a mixed experience. We will always love the resort/property itself. It is our second time staying at this hotel and will likely come back again. But the second experience was the same as the first. Incredible resort, incredible property, amenities, views, etc But the problem with Hotel Xcaret is the staff – particularly at the front desk (staff at restaurants, waiters, housekeeping, lifeguards etc are amazing). When it coms to the front desk, you do not feel valued as a guest in this hotel, which is surprising considering how expensive it is to stay here. You are treated like gum at the bottom of ones shoe. You have to fight for everything – every conversation with a staff member at the front desk feels like ripping your hair out. You leave angry, upset and stressed – something Ive never felt on any other vacation I’ve been on. When we were checking in, not only did we receive our room late, but we were booked into a room we did not pay for. We booked the River Jump suite, we paid 5 thousand extra for this room at the time of booking, and we were told by the front desk (Lilianna) that we would not be getting that room. I explained to Lilianna that we had booked this room exactly and that’s what we wanted. She said you cannot book that room and it is subject to availability. Insinuating that I'm lying to her. I said I did book that room– and she said “then prove it”. What a great way to start my vacation at a luxury resort - hearing the words “prove it” from the front desk of a luxury resort is so unprofessional and left a bitter taste from the moment we started our vacation. I have never felt so disrespected on a vacation in a luxury resort. Well Lilianna, I DID prove it, my itinerary said “River Jump Suite” – so they gave us the room after speaking with a manager – 5 hours after arrival. Then I thought, hey maybe ask for compensation like a discount to the Spa or something? Fat chance, they just simply say no. And this is not just a one time scenario. People at the front desk just lie to you constantly: 1. Want to book a reservation at a restaurant? They tell you their reservations are full. Or they tell you “Our system is down”. But if you speak with a different person, they say “No problem! What date and time would you like?”. Why does one person say no and another person says yes for the same restaurant? 2. Same with late checkout – we ask for late checkout and they say its impossible. We hang up and call again, and the next person says “no problem”. Every conversation with them is like pulling teeth. We’ve stayed at dozens of resorts across Mexico and the Caribbean, and the front desk people always have a smile and try their best to help you. But at Hotel Xcaret, you get treated like a child being punished. Like I said, we will likely come back, because the property is simply amazing and unlike anything else in the world. But the front desk is the real problem – both times that we stayed at this resort. And it is clear, this is the way they are being deliberately trained to deal with guests. “Give them what they want, only if they get angry” This review was intended for management when they emailed me asking about my stay, but my reply to their email bounced. And since I took the time to write it, I'm leaving it here. I'm not the Karen that wines about cracked tiles and dirty spots on the mirror. I'm just a little pissed off that things didnt go smoothly after spending 15k on a single room. All the above aside, this property is something straight out of a movie. You walk around, and you can't beleive your eyes how beautiful it is. So much to explore, so much to do, nothing else out there like it.