Hotel Xcaret Arte

This property is magical!! The crew at Apapachoa are the most special! The level of service you receive here just doesn’t exist elsewhere anymore! Christian, Wendy , Jazmine, Bruno, Roberto, Joban and everyone else at apachoa made our stay so special!!!

This was our 5th stay at the resort and we weren't impressed, We've had witnessed that food quality, liquor variety and other offerings have been decreasing and even disappeared since it's opening. We stayed at the Artistas building, and on night one we weren't given the "nightly courtesy" ,bed wasn't fixed for us and it wasn't until we asked or buttler that they started offering that to us on night number 2. Customer service and staff interaction is still top notch, we had a great experience with all hotel staff in general. Huge compliments to our Artistas buttlers, Brenda & Dorian, Artistas roof top team members Eber, Mariana, Luis, were always there for us, they always had a great attitude and they were always making sure that we had a pleasant stay every time we were at this roof top, btw Reyna has the "best" aguachile tatemado ever. MDC Concierge Jossahany's customer service skills are excellent, friendly, knowledgeable, helpful, she deserves a big raise, since she's one of the best that we've ever been in contact with. Casa Musica's wet bar members, Angel, Estrella & Samuel were super friendly and always making sure our cups were full ,lol, please recognize their effort and great customer service skills. Only bad experience at this bar was the lack of options, stock at this bar was at it's lowest, no premium liquors available, variety was extremely limited, creating a sort of bad taste since you would expect a full bar with plenty of options, no "Montelobos" mezcal at 3:30 pm, c'mon. This falls on the beverages manager or the person in charge of the inventory/ordering, not on the team members they do their best with the options they have. Sunday's dominical brunch was not different we went and got a "Marquesita" the signature's traditional dessert and turns out they were out of the Edam cheese, one of the key main ingredients. We had to witness the "Bread man" stomping on a cockroach that was roaming the floor near the desserts table, disgusting! This is still one of the best 5 diamonds resorts there is, but we would expect they keep up their promise to making feel right at home and let me tell you this time this was not the case for us.

The service is beyond words at Arte! I didn’t know relaxation until we visited this resort. Our favorite spots were the rooftop pools where you always had a shaded spot, endless drinks, and attentive service. Eber, Paloma, Luis, Christopher, and Nestor made our times at the Artistas and Musica rooftops unforgettable. When we visit again, we hope to see all of them as they were so sweet and memorable!

Overall great experience. Great food, my favorite restaurants were Encanta, kibi kibi, and Arenal. Cons: I upgraded my room to casa de los artistas and I don't think it was worth it. The personal service with butler wasn't great. Calling the concierge on the phone was a faster service. I wouldn't upgraded my room again at least to casa de los artistas. Also my wife and I were celebrating our anniversary and they ask several times from concierge to restaurants and the only person who made us feel special was our waiter at Arenal Arturo. The steak we order was great there too.

The hotel is amazing!!! Wouldn’t change a thing/ the staff are incredible they took such great care of my business partners. I will definitely recommend Excaret to everyone !! Jorge Fernandez was such a joy to be around we loved him and everyone else !! Thank you!!! ❤️ we stayed here here 2 years ago and loved it also .