Hotel Xcaret Arte

I’ve stayed at Mexico and the booking process was very easy. This time around we’re staying in Arte and booking and dealing with their scheduling team is an absolute nightmare. They only want to deal with it via email and then get everything wrong, which just results in days of back and forth. Today I called them to avoid the back and forth, and guess what they said we do it via email. Clearly, if we have this many misunderstandings email is not the way to sort this out. I got the confirmation email today and guess what? It’s still wrong…. 😑

My husband and I just got back from a 9-night stay at Hotel Xcaret Arte for our honeymoon and it was overall very lovely, but there were a few snags that left me feeling a bit miffed based on the amount of money we paid to stay there: Food: Overall the best we've had at an all-inclusive resort. Something to note - they do not play about their reservations. Even if you're changing reservations from one restaurant to another, you must do it 24-hrs in advance or they will charge you $25 per person. Resort: Gorgeous gorgeous gorgeous with several pools to choose from. Room: We picked a swim up and ended up in Casa Piramide, which was a pretty convenient location as it was central to everything - we did get lucky since it was a true swim-up. I saw some that had a very shallow pool. Spa: AMAZING. While the prices are up there (might even be more expensive than Vegas) the experience was incredible. Not only was the environment so relaxing and unique, the services were top-notch. Workshops: We had some hiccups understanding the process and unfortunately didn't get to try any. The concierge told us they were a walk-in first come-first serve basis and they were not. I recommend going to the workshops near your room and asking to make a reservation as soon as you arrive at the hotel if they're open, then plan your stay around your activities. Photo package: I wouldn't say you're going to get Instagram-worthy photos, but you will get to hold on to some cool memories. We paid $189.99 for Hotel photos + 4 parks. The photos aren't the greatest, but the good thing is at the hotel and Xcaret park, you can take as many as you like (now the courtesy from other people at the parks is another story). It comes down to luck and the level of self-awareness from those around you, which you can't count on at a tourist attraction. Parks & Activities: Must try activities/parks are Xenotes Tour, Xplor, and Xcaret's Mexico Expectacular (I'd highly recommend adding the dinner). These three were FANTASTIC. Skip: Catamaran tour - this was the low point of our trip. The drop-off port feels like the tourist trap part of Ensenada. There's not a whole lot you can do in the 3 hours they give you that you can't do for free and comfortably at the hotel. The snorkeling was not worth it as it's 50 adults and kids swimming on top of each other in choppy water. Customer Service: Now here's where I feel we fell a bit short. There was no communication prior to our reservation on how to reserve restaurants and scheduled activities (I booked through Costco). Luckily, I called their customer service line and was able to have them email me a form which I filled out and got to build my itinerary. There was also no communication between teams there: concierge, room service, housekeeping, etc. We weren't given the coveted tote bag in our room and I had to call several different teams to finally get one. They were a bit hard up as they didn't believe I had not received one. Additionally, they noted since it was our honeymoon, we would be receiving something special in our room on our second night, which we did not. We dialed 0 to inquire to which they said to talk to the concierge who assured us we should receive it. We didn't. They told us to call room service. On our last night, we hadn't received anything and we called room service to check and they told us it was marked as "delivered" and asked us several times if we were sure we didn't receive anything, again, not believing us. They couldn't do anything about it, they said. They were quite hard up for what we found out would have been a red chocolate heart. I wasn't heartbroken over it, but the level of service and empathy could have been better. Again, it's not a cheap hotel. Overall, TLDR: Would I stay here again? Yes. We'd just take all of the above learnings to optimize our experience.

It’s been an amazing experience since the day we make the reservation since the day we leave the hotel! Everyone is amazing but Miranda Ramirez is out of this world she went beyond and above to make our vacation unforgettable and her kindness is truly amazing and appreciated

The hotel staff demonstrated exceptional accommodating skills throughout our stay at Xcaret. The staff at the Artistas rooftop pool surpassed my expectations. Mr. Unle took great care in his duties, ensuring all guests were provided with seating around the pool. He offered his assistance multiple times, asking if we would like to change our seating location to a more desirable one. The bar staff ensured that every guest always had a beverage or food at hand. The butler service was also commendable. I wholeheartedly recommend Xcaret Artistas to anyone seeking five-star service.

The whole experience was epic. Truly a place to visit once but you'll will be amazed a magical place at every turn the rooms are very clean the staff goes that extra mile for every guest. If you got kids it's an experience you'll have to take your kids they will love it and you'll love that they are having lots of fun.