Hotel Xcaret Mexico

The bed was very comfortable and the views were amazing! We really enjoyed the swim up room. It was frustrating that the AC went back up to 73 degrees Fahrenheit when not in the room or when sleeping cause it is on a motion detector. It was incredibly hot when we went and there is only AC in the rooms. There’s no AC really anywhere else on the property. The parks were fun with lots to do! Almost all of the people in my group got a stomach bug or virus at some point.

We stayed at Hotel Xcaret from January 12–22, 2025, expecting the same exceptional experience we had on our last visit. Instead, we left deeply disappointed, disillusioned, and completely ignored by management. For a resort that positions itself in the luxury bracket, this stay was nothing short of unacceptable. Construction Disrupted Our Holiday For 8 out of our 10 days, the Octopus Pool—one of the key attractions—was rendered useless due to ongoing construction. Loud, persistent noise from building works shattered the peace we were hoping for. No prior warning was given, no apology offered, and no alternative arrangements made. At this price point, guests should not be subject to such disruption, and certainly not without being informed or compensated. Unacceptable Room Conditions Our room had multiple maintenance issues: A minibar cupboard door that literally fell off, A broken and leaking handheld showerhead, Other persistent faults that added daily frustration.This isn’t just disappointing—it’s substandard for a hotel of this caliber. Disturbing Camera/Bracelet Malfunctions The bracelet-linked camera system, once a highlight of our stay, was erratic and at times intrusive: Sometimes it failed to register photos at all, Other times it captured images we didn’t expect, Alarmingly, we were shown private photos of other guests. This is not only a privacy violation but also a clear sign of poor technical oversight. Again, not what you expect from a luxury resort. Total Silence from Hotel Management I sent a formal complaint immediately after our stay and followed up several times via email. No response. No acknowledgment. No investigation. For a hotel that charges premium rates, this is appalling. At the very least, we expected a respectful reply and a meaningful resolution—whether a partial refund, credit for a future stay, or a genuine apology. Instead, we were met with indifference. Final Thoughts At this price point, none of these issues should have happened. But when they did, Hotel Xcaret had a duty to investigate and respond with care. They failed on both counts. What was once a magical destination has now become a cautionary tale. We will not return—and if you value service, peace, and accountability, you may want to reconsider before booking.

Our family vacation to Xcaret Mexico was nothing short of amazing! From the moment we arrived, we were blown away by the beauty of the resort and the warmth of the staff. The grounds are lush and beautifully maintained and the accommodations were comfortable, clean, and perfect for relaxing after a full day of fun. The food options were excellent, offering a wide variety to satisfy every palate. We especially loved the natural rivers and the incredible Xcaret parks. Each day was packed with relaxation, adventure and swimming. The attention to detail in every aspect of the resort made our stay feel extra special. A very special thank you to our concierge, Paola Borjas, who went above and beyond to make our stay seamless. She helped us book all of our dining reservations and even tracked down a pair of lost eyeglasses that were left behind during a spa visit. Her kindness and professionalism made a huge difference and truly enhanced our experience.

Disappointing experience at a 5-star resort We were very disappointed with our stay at Hotel Xcaret México. Despite the “all-inclusive” concept, most à la carte restaurants were fully booked upon our arrival, and we were told we should have reserved before even arriving—which is completely unreasonable for paying guests. On top of that, communication was poor. We waited over 50 minutes for the Trajineras show, only to be told it was canceled—and only after we asked. No prior notice was given. The resort looks beautiful, but the organization and guest experience do not match the 5-star promise. Definitely not what we expected from such a high-end property.

The best experience ever in the Riviera Maya. It’s just amazing since you arrived, everything is so wonderful, the attitude of the staff is just warming and so welcoming. Nowadays is the best place to stay in the Riviera Maya. Congratulations to everyone who works there.