Hotel Xcaret Mexico

This hotel is nothing short of amazing. The views, the rooms, the welcoming staff, the abundance of opportunities to soak up Mexican culture...my family and I are in heaven. Saul at Cantina los Faroles will take care of you...and made my family of four feel completely at home. I would hate to meet the person who has a complaint about their experience here. They must be impossible to please!

We arrived very late due to our airline . Didn’t want to give us the room that we paid for . They said they had no confirmation of our upgrade. And we had confirmed 5 times at least

Do not stay in unit 1-715 at The Majestic in Panama City Beach or any units near the elevators. These 23 story towers have elevators working all day and well into the night because they are so busy and the units right outside them have no insulation for sound. So, you're awake all night listening to the whirring noise. In 1-715, the bed is awful, the pull out is ten times worse, there was no tub stopper, our washing machine was broken and the layout and TV are a joke. We only stayed two nights, trying to get out after the first night but unable to find another room or get timely help of any sort. We should have been compensated much better than $200 for what we paid. Super disappointed.

We booked in March and traveled from 7/27-8/2. After reading all of the negative reviews here and in the Facebook group, I had a lot of reservations going into this trip and was prepared for the worst. Thankfully, we had a generally positive stay and I'm frustrated with myself that I let the negative reviews take up so much space in my brain, but I can understand why they did. We were a family of 4, and placed in Casa Viento with a river view room (4273) and the location was phenomenal! We were just at the edge of Mexico 1 and steps away from the start of the new phase Mexico 2. We overlooked the pool, beach and river. We couldn't ask for more out of the room. We had no issues with housekeeping, getting clean water bottles daily, and were also treated to turndown service nightly. We only called the lobby (0) once and after trying 2x's reached someone to request the sofa bed to be made and found this happened while we were at dinner. Check-in was also a breeze but we did check-in late Sunday afternoon which I think helped as well since it wasn't crowded. As for the food, we found that other than Xin-Gao & Bio, mostly everything lacked seasoning but we didn't find anything bad, it just lacked flavor. We also ate at Las Cuevas (buffet with traditional Mexican churrascaria- just ok), Mercado de la Merced (least favorite buffet), Chibali (our daily stop for breakfast buffet w/an ice cream & candy bar- lovely staff), La Xentral (convenient and felt fresher than Mercado), Azul Nogada (in MX 2), and La Trajinera (in MX1). Now as for Bio & Xin-Gao.. Bio was AMAZING! Please try their Blue bowl and Avocado toast. Both were phenomenal. Xin-Gao, while asian fusion had elote, a simple chicken & rice dish for the kids, and had the food with the most flavor. We tired to go back but they are very strict with reservations. For activities, I think we hit all the major activities, swimming in the pool, using the large new water slides, kayaking, paddle boarding, the Spa, we swan in the river, utilized Xiquit-Inn for the kids (ages 5-9 but they let my 11 yr old in first thing in the am when it was empty- very cool place. Parents must stay), and Las Maquinitas (a retro lounge/bar with video games, air hockey, pool table and foosball- also a very cool place). Just know, there's no pool-side food service, and while the pools are steps away from a bar, there's minimal staff to bring drinks directly to your beach chair. There's no shortage of things to do if everything's up and running... which leads me to my negatives. On our last night there we planned to go to Monarca in MX2 for dinner but I knew throughout the day MX2 was experiencing power issues so I wasn't surprised when we walked in and it was basically empty. I was optimistic but just as we were about to sit down all of MX 2 lost power. This stayed off for awhile and due to being concerned about food safety due to the loss of power we headed back to MX1. This then caused a strain on MX1 because Mercado was packed and had a long line forming very quickly (We ended up heading to La Trajinera instead). Based on other reviewers and people who I spoke to there, this wasn't an isolated issue. This is something that needs to be figured out ASAP because not only does it cause a financial strain and stress on the staff there that rely on tips from the all of the restaurants, but also is a safety issue for the staff and guests. People were also complaining about not having housekeeping for days, difficulties getting fresh bottles of water, and the ongoing electricity issues. There's also still some ongoing construction happening in MX2. It's not fair that while we had a great vacation with little negative interruptions, other guests had a completely different experience. I witnessed other guests having to argue for what they needed at the lobby several times and trying to change rooms from MX1 to MX2 due to the concerns I mentioned above. TIPS: - Book through a knowledgeable travel agent who has a direct relationship with this resort. We didn't have any issues booking dining reservations or communicating with the hotel prior to our arrival and I believe this is why. - If possible, request to stay in MX1. While it looks like most of MX2 construction is done, this is where I've seen people stay who have the most complaints. - The walk from MX1 to MX2 can be long for some. Casa Viento is the casa in MX1 closest to MX2. - Please know that while you can pick your room type (river view, ocean view, garden view etc.), the bed layout cannot be guaranteed. Some families might end up with a king bed while others may end up with 2 doubles. All rooms come with a pull-out sofa. Again, our travel agent couldn't guarantee this but did put in a request for us to have 2 doubles. When we checked in at the Xcaret lounge in Cancun airport I confirmed the casa we were in and requested 2 doubles which they were able to give us at hotel check-in. There also aren't any true adjoining rooms and there's no guarantee you'll be next to the rest of your party if you need more than 1 room (only 4 are allowed in a room, even in the 2 double w/pull out sofa room, unless 1 of the kids are under 5). No one can argue that this is a visually stunning resort and is probably one of the most beautiful hotel/resort environments I've ever been to. Access to the parks and the quality of the activities of the parks was phenomenal BUT... not everyone had the same experience we did, and that's not right.

Awesome! We had a fantastic time at Hotel Xcaret Mexico. It is an amazing resort. The staff are friendly and very professional. There are many places to eat from casual to more formal. The variety of food is excellent. If you have any issues the staff is ready to solve your issue.