Hotel Xcaret Mexico

Saki

I would return here despite a few pros and cons, as is to be expected on any trip and we never expect perfection. Our room drain had the MOST FOUL smell. I don’t think that can be helped though as I have experienced that around Cancún in general, especially this season with the sargassum overbloom. They don’t restock the mini-fridge daily and if they’re supposed to, well they didn’t even when they cleaned our room. Wait staff is SUPERB, front desk is extremely helpful, and the concierge is as helpful as they can be with the overall resort restrictions (I got sick my third day the night before our reservation for the boat dinner. THEY DO NOT ANSWER THEIR PHONES and therefore I walked down the next morning. I was charged the cancel fee (understandable if I didn’t try calling the afternoon and night before and I felt so sick I told them I don’t care, but at least it will free up that space if someone was waiting. I also literally stated “I don’t think being ill and stuck on an alcohol and dinner BOAT cruise will be good FOR ANYONE. Especially if I become any kind of ill….” I was more disgruntled that no one answers the phones there EVER and I called every line from the room to have me transferred to concierge to see if it could be more helpful to have the call picked up, and they still didn’t answer 🤣). If you need to change reservations you will have to try and do so within their available hours in person. Despite this small situation, all staff were pleasant at all times. This is the same in the parks. Everyone was so friendly and helpful! My family still had a very memorable and fun visit and we would return!

Ella Roberts

I genuinely really liked this hotel and we would come back. The rooms were excellent - spacious, comfy beds, clean, well designed. I really appreciated little details such as them leaving toiletries such as toothbrushes, razors and shower caps for you; these were all thoughtful touches. The food is fantastic for an all inclusive. Las cuevas was our favourite restaurant for dinner. I thought the breakfast place could maybe do less dishes but more of the popular options, as a lot of the “good” food options such as the pancakes would run out immediately. The drinks were great in the resort, and there were a lot of food options. Generally good things to say about the gastronomy here. There are endless things to do activity wise, which keeps the whole family entertained. This was a really nice stand out point for the hotel. The hotel is vast and there are tonnes of amazing pool areas to chill out in, the resort is well designed and is beautifully done. It was a very pleasant place to be. All round we had a great experience, and I want to make it clear all round it was positive and we would definitely come back. However, there are a few things I think the could improve on: The check in really needs to be sorted out - it took us over an hour to check in and we saw the queue a lot longer than that during our stay here. When people have travelled a long time to get there, particularly for families with small children, it’s a complete pain to have to wait that long. The process really needs to be quicker and there needs to be more staff working on the desk. Generally the wait times for breakfast, lunch and dinner places is pretty frustrating. The restaurants would never be full but you often had to wait long times to get a table - I presume this is to do with staffing issues and therefore only wanting to have the restaurant at a partially full capacity but nonetheless it’s frustrating having to constantly wait. For the places where you can pre-book (my comment above was about the walk-in restaurants) I would also say that the whole process of getting a booking for dinner is painful- it’s exceptionally difficult so I’d book far in advance, we were unable to get any fairly last minute reservations. Lastly, I would really appreciate a list of all the restaurants and their opening times upon arrival. It’s not really clear from the website what places you can go to for lunch, what bars are open when, and what places you can make reservations at. This information would’ve made the stay smoother. Despite a few criticisms, I really liked this place and I recommend it.

D Anthony Coleman

Just returned from a 6 day trip and it was all very exciting. There are so many things to do that you have to go multiple times. The staff made the trip. Everyone was very gracious and it all seemed very genuine and not forced because it’s the job. I cant say enough about the people. There are so many food options. And it was relatively easy to get reservations for whatever we wanted. The room service was a little hit or miss, but it’s a tiny city with 5k employees and sometimes something will get dropped. It didn’t take from the experience at all. The lobby bar has the best coffee on the property. We were on what they call Mexico 1. It’s the kid centric side but you can walk right over to Mexico 2 and swim over there and go down the giant water slides. The cave swimming was awesome. But it’s a bit of a longer swim. The pools are everywhere and awesome. Swim up bars and great drinks. We should have splurged for a bigger room, but we were totally satisfied. A large hot tub that was cool, a big shower and separate toilet. Mini bar restocked each day, snacks also. The check in can be lengthy but there is a lot of information. Checkout for us was ridiculous. There was one person and we missed our bus because the one person was dealing with everyone in line. We will be going back for sure though.

Brenda Kosciuk

Our 6 night stay at Hotel Xcaret México was absolutely outstanding. The resort is gorgeous, the food is delicious, the service is incredible and the parks are extremely fun (Xplor and Xenotes were our favorites). Everyone that we came into contact with was amazing, kind and helpful. Special shoutouts to: - Karla at the Casa Luna rooftop pool (¡hola, Karla!, no tuve la oportunidad de despedirme 😣) - Antony de Mercado -Paulina y Tony at Xenotes tour (a must!!) - Omar at Tulum We will definitely be back!!

Orlando D. Maldonado

I am currently staying at Xcaret, and I have to say this has been one of the most disappointing resort experiences I’ve ever had. For nearly 36 hours, we’ve had ongoing issues with our room door lock. The resort keeps insisting that our room is the only one affected, but that simply isn’t true. I’m here as part of a wedding party, and two other family members have experienced the exact same problem. Every single time we leave our room whether it’s to visit the parks or just grab something to eat—our room bracelet no longer unlocks the door. We then have to wait for security to come and let us back into our room. This has happened repeatedly and has become incredibly frustrating. What’s even more disappointing is the lack of accountability. We’ve been told multiple times that the issue has been “fixed,” yet it continues to happen. No one from management has taken ownership or provided a real solution. I’ve stayed at many resorts over the years, and this has been, without question, the worst experience I’ve had. Between the poor service, the lack of communication, and management’s failure to resolve an ongoing issue, this stay has fallen far below the standard I expected.