La Casa de la Playa

We had high expectations for Casa de la Playa given its positioning, and while almost all aspects of the stay were indeed excellent: the property itself, the quality of the food, and service, one key experience fell well below what should be expected at this level. We had a confirmed reservation at Ha, which had been reconfirmed multiple times, yet upon arrival we were told it could not be honored. This was particularly disappointing given the emphasis placed on advance reservations and dress code, as well as the fact that we only stayed three nights, making each dinner a meaningful part of the experience. What was most concerning, however, was not the error itself, but the lack of proper service recovery. There was no immediate ownership, no thoughtful alternatives offered that evening, and no real attempt to preserve the experience in the moment. An apology was eventually provided before our departure (two days later) but beyond a simple dinner rebooking for the following night, there was no meaningful resolution and no clear explanation, only that they “did not know what happened.” At this price point and positioning, this is not aligned with the level of service one expects. When everything else is executed well, shortcomings like this stand out even more and disproportionately impact the overall perception of the stay. This property clearly has strong fundamentals, but consistency in handling service failures, especially in key moments, is critical to truly delivering a luxury experience.

Best vacation we have ever had! No complaints whatsoever. My work booked us a 4 day vacation here and both me and her were swept off our feet and fell in love with this place. The service is the best service we’ve ever experienced! 24 hour butler service is amazing. My only recommendation is use him and get plenty of recommendations from him case they have lots of insight that will save you time using to figure it out once your there enjoy precious time

My husband and I traveled with 2 teenage daughters. We stayed for a week in 2 "Ocean View Suites". This is our 6th stay on Xcaret properties but first stay in Casa de la Playa. A perk of staying in Casa de la Playa is having access to everything at all 3 resorts ( including Xcaret Mexico and Arte) and I enjoyed visiting approximately 12 rooftop swimming pools, attending art classes at Arte, using all 3 gyms, running on the trails at Las Islas fitness circuit, and being able to dine all over the place. The rooms at Casa de la Playa are beautiful, and each has a private wading pool and separate deck oversized jacuzzi-style bathtub. Favorite spots were the Chocolateria (amazing room of chocolate), 24-hour gym, the spa massages, and swimming and relaxing at the pools and beach. Xcaret Mexico is a hive of hustle and bustle, which is great for young kids, and Casa de la Playa is tranquil and peaceful, as there are no young kids and it is quite small by comparison. I am excited that we are returning this fall! My one complaint is that the hotel staff assigned our daughters to the bigger room with a much-larger pool, and that is because the previous occupant had required an additional bed and the staff didn't want to be inconvenienced to move that bed. If you are booking and paying for multiple rooms, ask to see them all before deciding which one you want, vs letting the staff decide for you. Another caution is don't fall for the Mexico Destination Club sales pitch, which is basically a timeshare. We attended the "1-hour" (3 hours) pitch and fell for the deception (because what you actually sign up for isn't reveled until after you sign up), attempted to book a trip using the Club, discovered the lies, and promptly initiated cancellation. You can cancel if you initiate it within 5 business days. Save yourself the time and drama by opting out. If you join, you will have to work very hard, and stay in certain sub-par rooms, and be flexible with travel timing, to make this "deal" break even. Having to break even doesn't make for a good vacation.

This was actually our second trip here, my wife and I went for our anniversary last year and loved it so much we decided to make a return trip again for the next one but forgot to review last year. Absolutely beautiful hotel, beautiful room (Oceanfront Suite) and the service was incredible. While it's on the pricier side, the hotel is all-inclusive but has a lot of fine dining options not seen at a typical all-inclusive place. They also have some pretty cool, unique options like a wine cellar where you can grab a bottle and take it to your room, the lobby balcony, etc. Nicole from Guest Service was super helpful prior to the trip arranging our private transportation from the Cancun airport (very nice perk getting picked up in a Tesla!) and making dinner reservations for us. We were also thrilled to have Guillermo again for our personal concierge, he is the nicest guy ever and was super responsive for anything we needed (just send a quick WhatsApp message). The housekeeping was also incredible turning over the room multiple times a day and leaving little treats and presents for us! For dinner, we dined at Ha (Michelin one star), had an Omakase table experience at Tah-Xido and then did a BBQ type dinner on the beach the last night. For the former two, they are at the sister hotels of LCDP but our concierge arranged transportation (again in Teslas) to the restaurant and back to the hotel afterward. Breakfast and lunch were also really good, we highly recommend Tuch De Luna or ordering room service from your TV if you want to have a lazy morning in the room.

My husband and I just got back from La Casa De La Playa. Wonderful resort. The GMC Denali picked us up at the airport and took us straight to the resort. We were promptly met and checked into our room. No wait. Our butler verified our premade restaurant, park, transportation request. The rooms are beautiful and have all the amenities you could need. Sunscreen, after sun lotion, toothbrush, toothpaste, shaving kit, exfoliant, mouthwash.... The resort had guest, but most of the time, it felt as if we were alone or only a few other guests to share the pools. The resort was quiet. The entire staff was attentive. The butlers, drivers and bartenders were amazing. We spent a day at Arte floating the river, A Day a Xplor (wonderful) and a partial day at Xcaret floating the river. We went to the Mexico resort for dinner at Las Cuevas but did not enjoy the food. We also went to Ha' which was beautiful and the food presentation was nice, but we didn't care for the food (wagyu tartar, caviar and salmon roe) was a bit much for our simple pallets. The tasting menu at Encanta was fabulous, the food and the backstage experience at the Spectacular Show at Xcaret was impressive as well as the food at Lumbre in La Casa. We also did the Hydrotherapy Circuit, which both myself and husband enjoyed. The bar food, flank steak tacos and one of the beef dishes with broth, lime and jalapeno was amazing. The resort felt very safe. Even with private cars, we were checked in at the gate every time we came back to La Casa. You can visit Arte and Mexico, but they can't walk over to La Casa. We did notice that as we did the river float at Arte, the closer we got to Mexico, the louder it got. Also, the staff at Mexico were not nearly as attentive as La Casa and Arte. We will definitely be coming back to La Casa.