Hotel Xcaret Mexico

Nm M

So we planned this cancun vacation for months, we went with our three kids and stayed at Xcaret Mexico which is supposed to be kid friendly. To start we got there the first day friday and they just gave us a paper with our room number no one came to greet us and show us the way mind you this is supposed to be a 5 star hotel and the price is not cheap at least to have a guide around the hotel or to show you so we got lost for about 30 minutes in the crazy heat ,there are no signs or directions to the rooms. We went 2 days without water in our room to drink even though we called room service 2 times each day and the heat and humidity is really really bad over there . Then my husband’s phone got stolen on the Ride Xenses we have a tracker on his phone and it was half way to the other side of the city in less than an hour which is really weird. The room service never got our orders right always missing all the drinks or half our order of food. The hotel is supposed to be highly rated and kid friendly but theres caves around by the restaurants that have deep water and its not fenced off so you really need to watch your kids very well they cant just run around because theres deep water areas all around not fenced off. The hotel side that we stayed at is still being worked on so there was so many places that a bad accident can happen . They make you buy water shoes but when my husband was on the water slides with our son they told him to take them off and then he slipped coming down the stairs of the ride because the stairs are really slippery and they told him to remove the shoes that they are the ones that require them. Personally you can get better quality food, customer service and a better experience for your family elsewhere without paying so much money.. Theres a lot of people just trying to sell you on things there it’s supposed to be all inclusive but no food or drinks are included at the parks so you need to put some money somewhere if you get out the pools or beach and get thirsty or hungry especially going with kids. The hotel is not all inclusive out of your actual hotel all the parks are not included.

Ricardo Dias

Absolute perfection. This was by far the best hotel I have ever been in my life. I had luck that it was off season for a week, so I had zero queues at any restaurant or for anything. The bus terminal inside the hotel makes it easy to go to the xcaret parks. People were friendly, the food is amazing in every restaurant, which by the way you have 18 to choose from! The entertainment for the kids was amazing, a lot of new stuff for all ages, the waterslides were awesome with no queues and brand new, pools everywhere, a beautiful natural river you can swim or kayak, built in beaches were amazing too. The hotel is so huge you have to walk like 20 min across it. but it is such an architectural wonder that it becomes a pleasant walk. It is not cheap by any means, but you really feel what a 5 star (5 diamond) should be. I was very impressed! And would revisit it again with pleasure. The new part was still finishing so you could see some workers busy but it did not matter or impacted the visit as it is just details now, they almost done. I recommend everyone, families or not to come here. The mix between this paradise hotel + all Xcaret parks included (make sure you visit them all and Xenses was the best one) makes this the perfect relax/adventure holidays of a lifetime. My kids said it was their best vacations ever, and for me - a person that hates resorts - I have not felt I was in one for one second! You have to be there to understand it. Congratulations to the amazing staff and the landscape architects and interior design crew! Perfection!

babatunde cole

Currently staying in the new section of Hotel Xcaret. The hotel is beautiful, the grounds are stunning, and the rooms are stylish. You can tell a lot of thought went into creating a unique experience. That said, a few things are off. The phones in the rooms don’t work, which makes it impossible to call housekeeping, the front desk, or get assistance—other than room service, which is spotty. For a hotel in this price range, that kind of basic functionality really matters. Also worth noting: the room layout is a bit unusual. The bathroom is open concept with no dividing wall, which might not be ideal for everyone—especially if you’re not traveling as a couple. Overall, it’s a great property, but they need to pay more attention to the details that actually make a stay smooth and comfortable.

Brien Schumacher

No stars. Horrible experience. Hotel management staff, particularly Gustavo, were incompetent and uncaring. Refused to assist us with lost luggage. Caused my brother and our family undue stress and physical harm from lack of help trying to locate luggage with medications and medical equipment. Just unbelievable. Please don't go... or go back.

Erica Walker

2025 was our 3rd trip to Xcaret Hotels. The last two trips we’ve stayed at Arte. But we book Casa de Los Artistas to ensure we have access to the Mexico side. The atmosphere and service on the Mexico side is what keeps us going back. Don’t get me wrong, Arte is excellent. But the recurring interactions with Mexico staff have been some of our favorite memories. The first year we went we met Ignacio “Nacho” Hernandez. He was bartending at one of the quieter playa bars and he was instantly our favorite. He would tell us stories, engaged us in conversation, and offered various drink suggestions. After 3 days of Palomas, you need those suggestions. We’ve managed to find him every year we’ve been back. We want to be where Nacho is, wherever that may be. This is our first experience with expansion. The water slides at Casa Vida are an awesome addition. We spent so much time there. Within the first few minutes of arriving Roberto was there to help us with drinks. He also caught me to let me know I needed to take my earrings off for the slides. The slide operators would have told me, but he noticed and saved me some time. Roberto was there every time we returned over the next 3 days and saw us almost the moment we got off the elevator. We were so happy every time we got there and he was there. Unfortunately, I didn’t get the names of the slide operators at Casa Vida but they were also standout. Smiling and happy. Talking to us about which slides they preferred. Or hilariously restarting the count down several times on my husband’s first go with the drop-slide. The resort is already magical, but the staff really make it special. Thank you to Nacho, Roberto, and all the other staff members that make this experience possible.