Hotel Xcaret Arte

Karen espinosa was amazing , and we had wonderful time

The entire staff is outstanding. The facilities are exceptional. In particular Angel, Melissa, Francisco, Jose, and Jessica at the Musica rooftop pool should be sought out.

We visited two months after the hotel opened in 2021 and loved it right away. We have returned every year—either on a day pass or as overnight guests—except for 2025. We visited again in September 2026 and still enjoy the place; however, while we love the hotel overall, I feel that the staff's attentiveness and the attention to detail regarding guests have declined significantly compared to the early days in 2021. It is evident that the staff present at the opening was much better trained and more attentive. I would like to highlight a few people who were very attentive at the Pirámide rooftop—Uriel, Karina, Frida, and Samuel—as well as the lifeguard, Gama. There was also a pregnant staff member whose name I don't recall. At the Mercado buffet, Chef Roberto and our waiter, Victor, were excellent. The young man who served us at Encanta was also outstanding; we stayed in room 3505 at Casa Pirámide from September 6 to 8. Regarding other areas—such as the Casa Diseño lobby—we had expected slightly better service.

We have really enjoyed our stay at hotel xcaret arte. The food is amazing. The staff service is top notch. The wait staff Jobson and Grey were amazing at Cosexa, they were well informed with the menu and very hospitable. The beach is a delight! Very Serene, tranquil and just relaxing. They have wait staff ready to bring a refreshing drink and lifeguards of you drink to much salt water. El Mercado deserts are amazing and so is their food. Arenal was not so bad, beautiful location. The entire location is just so breathtaking. We are enjoying our stay.

We really enjoyed our time here with a few fairly big caveats. The good- the resort is beautiful and we upgraded to an incredible room. The transportation to the parks was easy to understand and was very useful. The food was delicious and we loved the restaurant staff at all the parks. I also want to mention Jorge Fernandez at the Cayuco pool and Andrea (she was working at Encantó when we were there.) Jorge is incredibly hard working and friendly. He made us feel taken care of and we could ask him anything. He was wonderful. Andrea was as well. We loved our experience at Encantó with her. Very friendly and fun. We also really loved our tour guide for Tulum - Arturo. We mentioned him in that review for the tour. The caveats - we traveled a long way from the US to come here and scheduled the parks several weeks in advance. Our advisor on the first day (Rosario?) was friendly but did not tell us that Xelha was closed on the day we were scheduled to go as well as Xplor Fuego being closed the night we were scheduled to go. The staff we talked to said they all knew and said they were communicating it to the guests. We had not been notified and scrambled to get what we could rescheduled. Xplor Fuego we only found out about just as we were about to get on the bus to go. We felt Rosario was not helpful and did not tell us about any of these changes. We double checked everything with other staff as best we could. We also felt pressured by her to attend a breakfast for the membership that we initially scheduled for the first morning but we decided we did not want to go. She continued to bother my husband about it for the next two days. This did not make us feel welcomed and did not make us any more interested in the membership. Otherwise, we loved the parks. We felt we would have liked to have the opportunity to learn more about the history of the area, the people and the architecture on the tours like the Xenotes.