Hotel Xcaret Arte

Freddy en la infinity pool or main pool, was increíble! We’re a big family, 35 of us and he always treated us well, everyday. He made the whole experience even better! We come every year and we will be looking for him next year! Thank you Freddy, eres el mejor!

The Pros and the Cons... We are Mexico Destination Club members - which is basically a membership to the Xcaret Hotels with added travel benefits. We initially joined because we are a family of 6 and love that the resorts have all the parks included. That said - there are some cons to joining which I will address below. Pros: For the most part, the staff is truly outstanding and so very accommodating. As this is our destination of choice, we are return guests and are welcomed by many who work there like family. We would like to specifically call out several for the exceptional attention. Our butlers: Karen, David and Adrien Pool Butlers: Crhistopher, Alberto, Alexis, Jorge and Paloma Arte Pool Servers: Viviana, Adriana, Ezekiel, CDLP Pool Servers: Felipe and Marbin Driver: Edwar P. Y. Sommelier: Pavel Las Cuevas Manager: Luis These individuals work very hard and make us feel special whenever we are there. The food is generally excellent. They resorts is unique and beautiful and very well maintained. It is safe and our kids truly enjoy heading out the the parks whenever they want. The Cons: We have paid a lot of money to become Blue Diamond members and so far we have not been treated the way we should and the way we were told we would be. One of the benefits we specifically upgraded for is not being honored and we are very unhappy with that. We have paid for specific access to a resort that the club now claims is saved for guests more "special" than we are and for their "safety" we have to jump through hoops to access it. I have discussed the ridiculous excuses made by those who just don't want to change what they are doing to honor the benefit that we paid for. Ultimately, they are lying to Blue Diamond members. They elevate those who are "special" generally TEMPORARY ONE-TIME guests above those who have committed to and paid for our longterm benefits. Members are the ones openly supporting Groupo XCaret and its properties. The simple answer is if those "special" people can enter and exit their resort with their bracelet, why can't those who paid for that access do the same? Why is it safe for them and not for both who are allowed access??? We love this resort so much we were truly ambassadors for it. Encouraging strangers we met in the pools to join and to upgrade as we did. We will never do that again. We upgraded for a few specific reasons. We hardly use most of what our membership includes. We are generous and truly love who make our stay amazing. We are so sad that we have been told over and over that we aren't worthy of figuring out a simple logistics issue to make sure we enjoy our benefits as we should. We are actually made to feel like unwelcome scoundrels that the "special" guests have to be kept safe from. It is actually insane and I get angrier every time I think about it - so much so I would ask for our membership to be refunded if I thought they would do that. I am sure that Miguel Pali and those who initially set and determined the quality of these resorts he wanted would be furious to hear that "valued members" are being told that they are not as valuable as temporary guests. I will be more specific with my next review if things still don't change. So for now, think twice about sitting for the horrific sales meeting that they promise will be 90 minutes and is never less than 4 hours. If you are a heavy traveler, membership is worth it. If you are like us and just wanted a few aspects and thought paying for them would be worth it, don't do it. Sherry

Jorge Fernandez gave the best service at the pool

Jorge’s service was at the pool was amazing. He looked after us and made sure our experience was out of this world. 10/10 service super friendly and nothing was too much trouble.

Jorge Fernandez was lovely and gave us a 10/10 service. A credit to the hotel