Hotel Xcaret Mexico

Sebastián and Gilberto on my vacation on the roof top and bar they were the best in all areas I want to thank for all the hard work and dedication to the service 100 thanks Xcaret Mexico Casa fuego

This was our 2nd trip to Xcaret Mexico and another great one! We stayed on the new side and it was just as beautiful as the old side! Any questions we had, our butlers Rebeca, Daniel, and Juan Pablo answered within minutes. They were top notch and spoiled us! They were still working on the new side but it didn’t bother us. We will be back soon!

I have traveled the world but live in new York. If you want top notch service you don’t have to go far. I travel to Mexico every year this time hotel xcaret. I would highly recommend roof top Luna. We found it on our second day and went daily. Let me first talk about the service. Sheyna, Citlali, and Pedro ( service was so impeccable I asked their names up front) took care of my family. Sheyna and Citlali expected our orders the service was beyond what we would ever expect anywhere. We have an older child a week into diagnosis with sensory issues and they even took the time to make her comfy and bring her lemonade. I think the difference here is it’s not just service but people who really care about your experience. And Pedro - amazing - he knew the spots we wanted to sit at and once they opened moved us without asking. Towels without asking always checking in if service was amazing. I said this experience in itself is worth every cent to stay here. From my family to yours. Please If you come here find this pool and enjoy this luxury and amazing people who take care of you. Kudos to xcaret to hiring top notch employees like them.

Two waiters the best: please ask for Antonio at Xentral is the best and ask for Xavier at CHI is also the best! Best waiters

We were a big group with kids ranging from 1-20 years old. If we’re being honest, we’d give this place a mediocre review, which is not what you’d want to give leaving a family vacation. It’s Mexico’s version of Atlantic City meets Disneyland. It’s huge especially considering all the related parks. Don’t get me wrong, there are also a lot of positives and uniqueness about this place so let me lay it out for you: Pros: -Access to several parks (by bus). I think XPlore was the biggest hit for slightly older kids given ATV and zip lines -Kids Club: great programming with great people -basically every amenity from pools, slides (note the bigger better slides are not yet open), game rooms, etc -Phase 2 of the property (back half of the hotel) is very nice with nicer restaurants too but it’s also not yet fully open -Certain restaurants were also very good and unique like Bio (vegan). Good service and excellent watermelon juice. -La Silla and Chi provided very nice meal experiences in the end, with kind staff Cons: -While you’ll certainly come across staff that’s extremely kind and helpful, more broadly, you basically have to fend for yourself in attempt to feel good hospitality which isn’t the feeling you want to leave feeling -There’s a 30% chance if you call reception from your room that someone even picks up the phone -Poor check-in experience having to wait a long time in lobby and room wasn’t ready even at 3pm (terrible way to start off one’s trip with young kids) -you know the nice feeling of coming back to your clean fresh room after spending time at the pool and beach? Well only 30% chance of that happening as most days we’d have housekeeping arrive ~4pm (again you have to fend for yourself, go to concierge since no one answers the phone and insist on an earlier room clean and it’ll likely get done but you have to fight for it as it doesn’t happen organically) -While the food at Mercado itself is very good for an all inclusive buffet (fresh tacos, fresh crepes, excellent pasta station which all kids loved), its front desk dinner hostesses were not very hospitable (while many members of the staff were super kind and warm) The actual property itself impressive. You really need to explore it to understand all that’s there. A rooftop pool, almost hidden game rooms, spa and gym are nice too but from a hospitality perspective it’s just not nearly there and the reality is that hospitality is a real driver of one’s experience. As vast as the property may be, it feels way too mass market for the price point and ultimately wouldn’t recommend it to others (whereas I definitely would highly recommend other places we’ve been in the area like Hyatt Ziva which I gave 5 stars to). Hope this helps!