Hotel Xcaret Mexico

The hotel Is beautiful, the property is impressive. The food is ok for an all Inclusive. My issue is that for such a property it is ridiculous that you can not find a pool Chair!!! A lot of umbrellas without chairs because people start moving chairs from one pool to another!! For the amount that you pay it is absurd to have to wake up at 6 in the morning to foght for chairs, and the most absurd thing is that all the pools have space for more chairs you just can not find them, i dont understand what was the idea to put just a few chairs for a lot of pools and a lot of guests but for me it didnt work!!!

Worst customer service, all personnel from check in to transportation are always rude, if you don’t tip on advance your treatment as customer is rude and lots of attitude… they make it obligatory to hear their time share in order to book a restaurant otherwise every this is “supposibly totally booked”. They announce they have more than 16 restaurants but in reality you end up in the same buffet everyday because of this booking practices … do not recommend to spend thousands of dollars in this hotel not worth it !

We recently stayed at Hotel Xcaret Mexico and had very mixed feelings about the experience. There’s no denying the property is absolutely stunning. The design, natural surroundings, and overall atmosphere are world class. However, the operational experience fell far short of expectations, especially for a resort at this level. The check-in process was incredibly frustrating. Even as a MIP guest, we waited over an hour in line. We arrived at 3:00 PM and didn’t get into our room until after 5:00 PM, which set the tone for the rest of the stay. Once on property, it became clear that while the resort is beautiful, it is also extremely difficult to navigate. I would consider myself well-traveled, but this resort was so overwhelming that it took until day three to even have a basic sense of where things were. We routinely spent 20–30 minutes at a time trying to orient ourselves using the mobile app, which was not intuitive and added to the frustration. A proper orientation and a clear, easy-to-use map would make a huge difference. The biggest issue, however, was access to amenities. Nearly everything was fully booked upon arrival. Restaurants were unavailable, the kids club was full, and even activities like paddle boarding were completely reserved. Every day felt like a struggle just to participate in the experiences we had already paid for. We did have a butler, and every staff member we interacted with was kind and genuinely trying to help. The problem was they lacked the authority to actually solve issues or make things happen, which made the service feel limited despite their best intentions. One of the most frustrating moments came when we had to cancel a couples spa appointment because the kids club was full and we had no childcare. Despite explaining the situation, we were still charged due to the 24-hour cancellation policy. At checkout, the situation escalated further. We had pre-arranged and paid for private transportation to the airport, but during the dispute over the spa charge, that transportation was suddenly “not available.” We were effectively prevented from leaving until we agreed to pay. In order to avoid missing our flight, we ultimately had to pay an additional $100 out of pocket for a taxi to the airport. That final experience felt completely unreasonable and left a very negative lasting impression. In summary, while the resort is undeniably beautiful, the lack of operational flexibility, overbooking of amenities, and rigid policies made the stay far more stressful than enjoyable. Unfortunately, based on this experience, we would not return or recommend it to others.

I normally don’t leave negative reviews, but our experience with this all-inclusive resort and Mexico Destination Club was extremely disappointing and stressful from start to finish. Before our trip, Mexico Destination Club provided us with an itinerary and promised several benefits if we booked directly through them, including private transportation, early check-in, and confirmed reservations. However, when we arrived at the hotel, we were told none of these arrangements had actually been made. Instead, the concierge created restaurant reservations for us. At checkout, things became even worse. The reception staff attempted to charge us for reservations and services we never made or attended, and they would not allow us to complete checkout or leave until these charges were paid. Resolving this took so long that we missed our scheduled transportation back to the airport — transportation that was supposed to be included in our package. We were told we could take the next bus, but when it arrived, we were not allowed to board it. Because of this, we were forced to pay out of pocket for transportation ourselves. The entire situation was extremely stressful and upsetting and completely unacceptable for a resort that advertises an all-inclusive experience. The miscommunication between Mexico Destination Club, the concierge, and reception staff caused confusion from the moment we arrived through the moment we left. I was so overwhelmed by how everything was handled that it even brought me to tears at checkout. I truly hope management takes this seriously and improves coordination and accountability so future guests do not go through the same experience.

Had a great time at Xcaret for our wedding! Wanted to give shoutouts to our butlers Adriana Garrido My and Juan De Dios. They were both amazing, met us in person, and always checked in to see if we needed anything during the stay! Our wedding coordinator Jordan Dominguez was also the best person we could have on our wedding day! He was always on top of the day and handling stressful situations with ease and grace! We couldn’t have had our amazing wedding without him!!