Hotel Xcaret Arte

We had an incredible experience, overall, at XCARET Arte. We really enjoyed everything about our trip including the amazing food, service, amenities and park experiences. I would like to highly commend one employee, in particular, whose exemplary service warrants special mention. That person is Keven Cantu'. He was always attentive to our needs, greeted us with a smile, and remembered our names. He was kind, professional, and genuinely made an honest effort to make us happy. He was very enthused, always. In short, Keven went above and beyond in every way and we are really looking forward to seeing him on our next visit to XCARET Arte!! John, Elsa and Schwartz family

This was my honest experience about Xcaret Arte. We came here to celebrate our honeymoon. I heard so many good things and was very excited to visit. there is a program for members and they can refer you to get a discount. We were referred by a member but still with the discount we paid 5000 USD for a week. I thought this must be a great place to be worth 1000 dollars a night. Upon arrival the concierge who helped us gave us a very superficial explanation about the map and the app that doesn’t work. We had a reservation at 6 pm and arrived to the hotel at about 5 so we asked him where the restaurant was and he gave us the wrong information. This place is big and has very poor signs, the app doesn’t work and 2 different workers gave us wrong information we almost missed our reservation because not even workers can give you indications of where to go. We told them we were celebrating our honeymoon and got nothing for our celebration. When talking to other guests at the hotel in previous visits they have received a bottle of champagne or a special breakfast and drinks in the pool with happy anniversary or honeymoon we also saw in the pool people receiving a tray with drinks and a piñata for birthday celebration and we got nothing. we complained and the day before check out they gave us a chocolate heart and didn’t even say happy honeymoon. Also talking to other guests we realized some people from Mexico and Colombia got a way different price. they paid 2000 USD for the week and when we asked they said it was depending on the promotion they got which is a lie because the other guests also came referred like us and had the same bracelet than us but they paid 3000 dollars less. The hotel is beautiful but it’s too big and there is not much to do. You have to walk a lot to get from one place to the other, you get lost easily and seemed like you are always wasting your time walking in the heat, lost, trying to get somewhere. We had issues with our key and took them 2 days to solve it and us being in the reception for a whole hour trying to get it fixed. As we were referred by a member we had to assist to a presentation about how to become members. it was supposed to be a 90 min presentation and ended being a 2 hour chat getting harassed to get the membership and talking to 4 people to say no. When we said no they didn’t seem to like it they were quiet and not as friendly. So we lost 2 days of our stay witching fixing a key and receiving the presentation. I enjoyed the parks XPLORE, XCARET and Xoximilco. Nothing to complaint about those, the food was good and the servers were amazing and the parks were beautiful and enjoyed all the activities. But I don’t think it was worth 1000 dollars a night for what it is. The night show at the hotel is very poor, it’s only a jazz group for an hour and then lights and fountains. other than pool and bar and restaurants there is nothing else to do compared to other resorts I have been where for 2000 a week you get classes, activities, great food and service. The only plus about this is the comfort of being taken and picked up from the parks as many times as you want and the restaurants at the parks being included. But you can pay 100 dollars per entrance to each park and stay at another hotel and it’s cheaper than staying at Xcaret and paying 1000 usd a night. I felt taken advantage of. We paid more than others and felt completely ignored with our complaints and not acknowledging the special occasion we were celebrating. They just cared about our money and try to make us become members. the service was terrible, only waiters and bartenders were friendly. But hospitality was terrible; despite being a beautiful hotel with beautiful architecture it’s unorganized, there is no clear directions and not even workers can guide you at times. Food is great but not breathtaking to be worth this price. For those that pay 2000 a week is worth it but for us that paid 1000 a night is definitely not we are for sure not coming back! And won’t recommend it to anyone who asks.

Alexandra López was our hotel guide, from the moment we arrived and met her she became our best point of contact and helped booked all of our activities and answered all our questions day or night. Without a doubt the key to a great experience at Hotel Xcaret Arte!

Great service with the best Yancir, Nestor, Rebecca! Xcaret Arte Musica rooftop! The drinks are amazing. 😉🤗🏖️💕🍹

everything was amazing! the service everywhere was spectacular! Keven Cantú was AMAZING by the pool on our last full day!! Very sweet guy!