Hotel Xcaret Mexico

julie mcnair

This was the most amazingly beautiful resort we have ever been to! Cannot be compared to any other all inclusive. No detail is missed in design and decor and landscaping. Every pool is special and different. The lagoon flows through the resort, lots of beach areas, caves and unique swimming. Visually stunning. Great service and lots of top notch dining options. I would recommend to anyone and can't wait to return.

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.

Thuc Vuong Ngo

Our family of nine stayed six nights at this hotel. $1500 a night for each room. I really like staying here because it is very spacious and has many parks to go. The food is also very delicious, but unfortunately, the reception desk disappointed me right from the moment I arrived. The attitude of the people in this department is not friendly, and I encountered problems a few days later when I booked a bus to the airport. I really liked the staff in the restaurant and the housekeeping staff I encountered; they were all cheerful and friendly, but this reception department needs to be retrained.

A K

The new Xcaret compound (Xcaret 2) is a complete joke. It is fully under construction so I’m not sure why they opened it to guests. We have raved about this hotel but no more, we will never recommend it again. Property and Rooms: The outside is a construction zone. There is scaffolding everywhere and construction tape. The rooms are problematic as well, the room lights kept turning on in 30min intervals through the night. The technician could not fix it so my husband had to move rooms at 3:30AM at night. Restaurants: The food and service at La Silla needs to be worked on- it is far below standards. The steak served was extremely overcooked (completely gray, not a hint of pink remaining). The best thing was their avocado appetizer. The staff broke the glass bottles TWICE, and the second one the left on the ground for over 30min. One staff member tripped on apiece and simply picked the piece with his bare hand and threw it back to a pile on the ground. These are that staff should be trained to handle properly. I haven’t experienced this at the other “original” compound. The management’s handling of these issues is nonchalant and incompetent. One of the managers didn’t even show up to meet at the lobby at the time arranged. Later on they wanted to arrange a meeting at our room at 12AM (we have two young kids fast asleep)! This was our third time returning and will be our last. You grossly overpay for what you get. Everything has gone downhill. ————— EDITED: After speaking with Maia from the management team at Xcaret Hotel 1, they offered a solution to rectify our stay. I have changed the star rating as a result, which is in between my original and current rating of the hotel. However, my opinion on the Phase 2 section still stands and it is my hope they can bring it up to the standards of the original hotel compound.

RIR Jones

This is our third stay at Xcaret. The first two stays in 2019 and 2021 were lovely. This time was a mess. We were placed in Phase 2 of the resort despite never requesting it. We didn't even know there was a Phase 2 . The website and app have no information on it. It's basically doubled their capacity, but they are not ready for double the service needs. Check-in took over an hour, and we had to insist on being helped by available agents on the “check-out” side. Checkout also took an hour, during which we were charged a no-show fee for a Teatro del Rio reservation we never made. Regarding experiences, I submitted the request form five weeks prior to arrival with no acknowledgment or follow-up from the hotel. I emailed and called multiple times with no response until someone in reservations finally forwarded my call. I called reservations because I knew someone would answer. At that point, I was told I was too late to make reservations (I wasn't too late, they just never handled my request sent five weeks earlier)—yet I was still charged for Teatro del Rio. It took 30 minutes to resolve that, and we nearly missed our airport transfer as a result. The insisted I prove we didn't make the reservation. I had to dig through all my emails to show them their team had been unresponsive. It’s clear that Phase 2 is not ready for guests. No department answers the phone. Room service took 2.5 hours, and I had to walk to the front desk (10 min walk) just to confirm they had received the order—who, in turn, couldn’t reach room service either. Housekeeping missed entire days, left us without towels or shower gel, and took 36 hours to deliver linens for the sofa bed. There was no replenishment of water or snacks unless I chased down someone with a cart in the hallways. I resorted to taking water and snacks from the gym or restaurant. The biggest issue was the complete lack of responsiveness. No sense of urgency. For the rate we paid, we expected a far higher level of service. Frankly, I’ve received better service at hotels charging $200 a night. This experience was extremely disappointing—especially given our prior positive stays. Our patio was unusable due to mosquito swarms. We asked at least a dozen times for help, and no one came. This outdoor space was a key part of what we paid for, yet we couldn’t enjoy it. My daughter had over 50 bites. I have 30. The in-room Apple TV/streaming didn’t work. IT service eventually came, but the update took eight hours during which the TV was completely inoperable. Signage throughout the property is poor, and Phase 2 is not represented on the hotel's website or app. There was no way to find basic information, and the concierge, front desk, and guest services were of no help. No management presence was felt anywhere. This stay was a complete waste of money. I will not return, and I will advise others to avoid it as well. I’ve worked in the hotel industry for over 25 years for top luxury brands. I know what excellence looks like. The opening of Phase 2, the lack of marketing, and the utter failure in service delivery are unacceptable—especially at $1,500 per night.