Hotel Xcaret Mexico

Abby M

We were there last year and without a doubt it was amazing! an incredible hotel and staff. Everything was amazing. On our checkout 2 employees approached us,they offer a discount for us to be back.(never mention it was a timeshare or that we have to join a 90 minute presentation) they told us it was gonna be the same that we got that time so without a doubt, we accept it and pay for it in full. We come back last week and to our surprise they had a one bedroom with one bed for three adults and two kids obviously that’s not what we pay for so after looking for about an hour, they found a room with two beds, but we had to pay an extra $1100. Obviously we did not accept it because we made the reservation nine months in advance and we paid for the extra adult. We had to wait more time and he spoke with the supervisor and miraculously he found a room with two beds as we had requested since booking nine months ago. But keep in mind check is at four. We got there at six. We finally got our room at 8 PM. We attend the presentation the next day in which the employees from the timeshare are very very, very, very persistent after we told him since the beginning that we’re not interested they kept trying and pushing it and pushing. Finally, they got that we were not interested at all so they let us go. Sadly, the service was not the same. Even to pick up the call from room service they were taking a very long time even several calls had to be made so they would answer. This makes me think that they have a group chat in which they communicate among the employees about who gets the timeshare and who doesn’t because after you do not get the time share, they do not care to provide anymore. A Good customer service. So it’s a shame that’s such a beautiful place, hotel and location won’t make you go back because they’re only interested in first time visitors or clients or expected timeshare buyers, because only then you will get the exceptional service.

Alexandros Korasanis

Our stay at Hotel Xcaret México was nothing short of incredible! From the moment we arrived, the service was top-notch—every staff member we encountered was friendly, attentive, and genuinely seemed to care about making our stay unforgettable. The food was a true highlight—every restaurant offered something different and delicious, with high-quality ingredients and beautiful presentation. Whether it was breakfast by the water or a fine dining experience in the evening, every meal exceeded our expectations. The All-Fun Inclusive package is absolutely worth it. Access to all the Xcaret parks added so much value to our trip—each one offered unique and exciting adventures, from exploring caves and rivers to seeing wildlife and enjoying cultural shows. It’s an unbeatable experience that makes this hotel stand out. The only downside was the timeshare meeting we were asked to attend. It was quite long and felt a bit too pushy, which slightly took away from the otherwise relaxed and enjoyable atmosphere. Still, that one issue wasn’t enough to take away from the amazing time we had. We’ll definitely be back—and we’ll skip the meeting next time!

Connie Vacalares

I have to say that this was one of the beautiful resort to be especially during the Day of the Dead festival. It was one for the books and a well themed resort I've been so far. The hotel was not cheap I should say, we decided to stay for 8 days to experience all their fun inclusive activities staying in their hotel. The restaurants and the food. I can give it a 3. 5 star ratings for the reason that I'm not a local. The food heavily leaned more on Mexican food. I do understand that they run with a theme. The option for a variety (for International offerings) was so scarce and 8 day stay was just turned out boring and tiring for us. But I have to give credit for the quality of the food they served. Service and amenities were definitely 4 stars. The resort was beautiful but what makes it special were the fabulous staffs you meet especially in the restaurant. Our housekeeper was by rotation I guess, and notes we left for request was amiss most of the time so we ended up calling for requests. I also have to give you a heads up about alcoholic drinks in room. You won't get it except for local beers in the fridge that they stocked up everyday. For Cocktails or hard drinks you need to go to the bars. It was one of the downside if you've experience a different kind of set up with other resorts, which was the case for us. Entertainment was close to nothing. After 6 pm, the entertainment you can get were from the restaurants who played live music while dining. There's a restaurant that becomes a club after 11 but not much fun. Pretty much the stay was worth it because the whole place was breathtaking with the Fun Inclusive activities they offer. If you are not a local, once is enough considering the price for staying was beyond our usual budget for even an all inclusive unless you'll fall for the time share which they will aggressively offer the moment you checked in. You just have to be firm and resolute. Other than that, it was still a fun and unique vacation experience we had.

Faisal Bari

Pros: Beautiful property. Pools and facilities are well kept and everything is clean and in good condition. Access to parks and free shuttle transport to everywhere you need to go. This is a great part of the all inclusive package and the logistics around it are timely and reliable. Cons: All of the cons are within the context of this being a $1000+ per night resort. Room service consistently takes 1-2 hours to show up and sometimes they don’t show up altogether. Had to call back after waiting an hour multiple times to remind them / check in on status. Particularly frustrating as we would call to have milk delivered for our toddler. You can’t speak to concierge without being sold a timeshare which is pretty ridiculous for any resort but particularly one this costly. Many restaurants on the property are not included and require additional payment. Somewhat deceiving to market something as an all inclusive resort with X number of restaurants (but you only have access to some). If you’re really into the Xcaret parks and plan on spending multiple days visiting them, this resort is still worth considering. For those who are not, there’s way better options out there.

Tony James

We stayed at Hotel Xcaret from January 12–22, 2025, expecting the same exceptional experience we had on our last visit. Instead, we left deeply disappointed, disillusioned, and completely ignored by management. For a resort that positions itself in the luxury bracket, this stay was nothing short of unacceptable. Construction Disrupted Our Holiday For 8 out of our 10 days, the Octopus Pool—one of the key attractions—was rendered useless due to ongoing construction. Loud, persistent noise from building works shattered the peace we were hoping for. No prior warning was given, no apology offered, and no alternative arrangements made. At this price point, guests should not be subject to such disruption, and certainly not without being informed or compensated. Unacceptable Room Conditions Our room had multiple maintenance issues: A minibar cupboard door that literally fell off, A broken and leaking handheld showerhead, Other persistent faults that added daily frustration.This isn’t just disappointing—it’s substandard for a hotel of this caliber. Disturbing Camera/Bracelet Malfunctions The bracelet-linked camera system, once a highlight of our stay, was erratic and at times intrusive: Sometimes it failed to register photos at all, Other times it captured images we didn’t expect, Alarmingly, we were shown private photos of other guests. This is not only a privacy violation but also a clear sign of poor technical oversight. Again, not what you expect from a luxury resort. Total Silence from Hotel Management I sent a formal complaint immediately after our stay and followed up several times via email. No response. No acknowledgment. No investigation. For a hotel that charges premium rates, this is appalling. At the very least, we expected a respectful reply and a meaningful resolution—whether a partial refund, credit for a future stay, or a genuine apology. Instead, we were met with indifference. Final Thoughts At this price point, none of these issues should have happened. But when they did, Hotel Xcaret had a duty to investigate and respond with care. They failed on both counts. What was once a magical destination has now become a cautionary tale. We will not return—and if you value service, peace, and accountability, you may want to reconsider before booking.