Hotel Xcaret Mexico

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.

Cristina Andrickson

Hotel is beautiful and very well kept and clean. Rooms are very pretty. Food was mediocre. Service and hospitality were lacking overall. Check-in process is a half day ordeal which ate up our first day unnecessarily. They send you no confirmations prior to arriving. You have to seek for yourself your confirmations or send endless emails. Very disorganized and they tell you they will fix it but they just tell you that to move you along. It's an EXTREMELY expensive hotel for the quality of service they provide. The Xplor and Xenotes park were wonderful. There are little to no activities at the hotel unless you just want to lounge by the pool or rent a kayak for 30 min!!!! Nothing else. No guest activities, games, nothing. a lot of endless walking with little to no signage of where you are going. Map's are non existent and the app does not work. We stayed for a timeshare presentation and when we said no after sitting in the heat for 90 min, the agent was extremely rude. You cannot even sit outside to enjoy an ice cream by the pool. You are not allowed. I get they are an environmentally conscious hotel but makes no sense that you can get drunk next to the pool but have NO FOOD OR even an ice cream while enjoying the pool. If you managed to get a restaurant great, if you didn't, you are waiting long lines at the buffet restaurants to be seated. Truthfully was a beautiful hotel, and if you are mostly going for the parks, then maybe it's a good option for you, however I felt it was overpriced for the quality of service you should be receiving for the caliber of this hotel.

Kate Hamilton

Our family had such a great experience at Hotel Xcaret and the Xcaret parks (Xcaret, Xplor, and Xenses). The food was great and we loved trying the restaurants from each region of Mexico. We especially loved Chi and La Silla. Our trip felt like the perfect mix of relaxation, adventure, food, creativity, and culture for a family with two young kids. The photo package was really fun and our kids loved finding the places where they could scan their bracelet to snap a fun photo. We loved viewing them each evening on our TV in the hotel to reminisce on our day. There are so many little touches of detail that make this place special. Highly recommend!

Angelica Alamag

While the resort was lovely and equipped with everything we needed, my family and I found the check in process extremely stressful and disappointing. We had 3 rooms booked, but 1 of those rooms was located in a different part of the resort (lobby 1), meaning part of my family was going to be separated from the rest. When I checked in, the woman helping me was very lovely and kind in trying to move my family over in the same part of the resort (to lobby 2) so we can all be together. My cousin (who was at lobby 1) and I (at lobby 2) ended up passing our phones to the employees helping us so they could speak with each other and work it out. And after some time we thought the issue was resolved quickly and without a problem. However, when the woman assured me that my family was going to be moved over to lobby 2, the gentleman helping out my cousin in lobby 1 was telling them that we would be moving to lobby 1. This meant that my cousin and I, who were at separate lobbies, were being told two different things. The gentleman also helping my cousin was telling her that they needed to find their own way to lobby 2 if they wanted to move. This then created a lot of stress and confusion as well as back and forth not only with each other, but with the staff trying to help us. Due to this confusion, it added another 10-15 minutes to the check in process and stress for my cousin and I. My cousin and I found this to be extremely frustrating and a lack of communication on the resorts behalf. Aside from the resort itself and the check in process, some restaurants had amazing food, but others not so much. In some restaurants, I found the food to be bland and not very tasteful (Chiboli, La Cantina Faroles) while others were delicious (Xinema, Xentral, Mercado de la Merced). I also wish the resort provided maps to guests. It was difficult finding our way around on the first day as the resort is huge.

Andrea Levicki

We have been to this resort twice—our first visit was before the expansion. At that time, it truly felt like a 5-star, exceptional experience. The service made you feel special, meals were never rushed, and everything flowed effortlessly. You could walk around at any time of day and easily find a lounger, and the overall atmosphere was relaxed and luxurious. On our second visit, unfortunately, it felt more like a 4-star experience. The resort has grown significantly, and with that has come heavy traffic throughout. One evening, we spent an hour walking to five different restaurants, all with lineups. Guests now wake up early to “save” loungers, which really takes away from the experience. The service was still good, but noticeably slower. Many times, we were left with dirty tables or had to get our own drinks. It simply feels like there isn’t enough staff for the number of guests. That said, the resort itself is absolutely stunning. The rooms are still 5-star, and the attention to detail—especially in the bathrooms throughout the property—is incredible. It’s truly beautiful. However, it seems the staffing and service haven’t yet caught up with the expansion, which is disappointing.