Hotel Xcaret Arte

We stayed at Hotel Xcarte Arte for 5 nights and couldn’t be happier with our stay. The amenities were spectacular and the food was amazing (the best food we’ve had at any all-inclusive). However, the hospitality was by far the most impressive part of our stay. Specifically, Juanita at the Casa del Diseño rooftop pool was incredible. Juanita was friendly, helpful, and went above and beyond to make our time at the rooftop pool memorable. She anticipated our needs and oftentimes brought us what we wanted before we could even order! Overall, we had an excellent trip and would highly recommend staying at Hotel Xcarte Arte!

Our visit to Xcaret Arte was excellent. The grounds, buildings and rooms were beautiful. The staff everywhere on the property was great, every single person was incredibly friendly. Our butlers, Sebastian and Karla were awesome. They were so helpful and responsive and went out of their way every day to be helpful and accommodating. They were genuinely so nice. We were here for a family event and had a number of rooms. The rooms were all first class, as nice as anywhere else. The buildings were impeccably maintained. The food was generally very good, service at the restaurants was excellent. It is an exceptional place.

The most amazing resort ever!! The hotel room, the restaurants, the parks everything was above and beyond great! The new hotel México 2 is totally amazing. Many new restaurants, lots of fun for the kids

We tried to speak with management about everything below, but we were passed around to seven different people with no follow-through. SEVEN. Over 4 days. We were told our spa visits would be comped as an apology, but nobody ever honored that when we checked out. For a trip that cost us $6,000+, this experience was far from what we’ve known and loved here. The lack of accountability from managers and the aggressive membership tactics were the biggest disappointments. Funny enough, the “managers” respond to reviews on tripadvisor. We haven’t had a SINGLE person respond to our emails or calls about this mess of a stay. Why? Me and my wife have been coming to Hotel Xcaret for years and have always considered it one of the best resorts in Mexico. We even got married here in 2019 and brought over 100 guests. We’ve come back many times since then for big celebrations like my 40th last year, so we’ve always felt loyal to this hotel. This most recent trip was the first time I’ve ever left genuinely disappointed. We do not intend to come back. A series of issues added up, and the overall service wasn’t what it used to be. Our room AC never worked despite multiple requests. Housekeeping skipped our room for two days, and we didn’t receive turn-down service unless we specifically asked. One morning we were woken up by lifeguards blowing whistles for almost two hours doing training at 8am. Fuego was closed (which was a major reason we booked), Kibi Kibi was poor quality, and getting a beach chair was nearly impossible. But the WORST part of our stay was the membership situation. We lost an entire day being pressured into a sales presentation, and the process felt extremely aggressive. The salesman was pushy to the point of being harassing, and the whole interaction felt abusive and completely out of line for a resort of this caliber. What was supposed to be a celebratory vacation turned into a chaotic 5 day mess of disappointments. I truly hope the hotel re-evaluates what’s going on internally, because we know what this place can be, and this stay fell far below that standard.

Amazing place great service at the rooftop pool at artistas beautiful place love it here we will definitely be back several times