Hotel Xcaret Mexico

Michael Watkins

Our second time at Xcaret Mexico. Would I recommend to a friend? Yes, with caveats. Pros: - Gorgeous architecture and views. - Nice room with fun details. - Great choice of restaurants including excellent breakfast buffets. - The included parks (in particular Xcaret and Xplor). - Most of the staff are great and speak English if needed. Cons: - 1 hour to check in is unacceptable. Marriott checks in guests in 2-3 minutes. It shouldn’t take them 10-15 minutes per person. - Concierge service was awful. We spent over two hours booking things and often our bookings weren’t honoured. Tip: get every booking and cancellation in writing as their IT systems seem to be from the 1980s. - Not enough signage. Cuevas and Bio are hard to find. Kids slide area is great but hidden. - Buses to parks are frustrating. The short distance from Xplor and Xcaret can take somehow 20 minutes as you drive all over the place, and they cram you in like sardines so most people are standing. Need a simple train system, or more boats and more buses. Overall a wonderful if frustrating experience. All of the above is fixable with a little investment.

Donovan Prez

This resort is our #1 options for a family get away. So many things to do for everyone. Rooms are nice and clean, the servers make you feel at home. Location is great, an hour away from the Cancún airport. The only downside, and this is something that it's being going for a long time. Is the check in, this is ridiculous we got to the resort at 4:30 pm. and we got our room at 6:45 pm. This needs to charge and get better.

Stacy Marquez

⭐️⭐️⭐️⭐️⭐️ Truly an Unforgettable Experience! We stayed at Hotel Xcaret Mexico to celebrate my dear friend Rose’s 50th birthday, and it was truly an experience we’ll never forget! The property is absolutely breathtaking and impeccably maintained, and the service was top-notch from start to finish. Every single person we encountered was kind, attentive, and made us feel genuinely cared for. Our amazing butlers — Bani, Alejandro, and Julietta — went above and beyond to anticipate our every need and make us feel right at home. The restaurants were incredible, with food that was beyond exquisite — every meal felt like a celebration. And the birthday party they helped create for Rose was hands down the most epic and beautiful event I’ve ever been to! We left feeling like part of the Xcaret family and honestly can’t wait to come back. I highly, highly recommend this resort to anyone looking for luxury, warmth, and unforgettable memories. 🌺

Ben Thomas

We booked a 7 night stay for our 20th wedding anniversary through Costco. I emailed the hotel twice, even tried to have Costco contact them but no response. We arrived and then waited almost 5 hours in multiple lines to ensure our booking was correct which it wasn’t. We were told they no longer do prior restaurant and excursion bookings unless you are a paid member. They sent a small dessert and it said “happy birthday” which was entirely wrong. We paid roughly $15,000 for this trip and feel we were baited into something that doesn’t not exist. Buyer be aware and read the reviews before booking.

Jun Lee

I have been Cancun five times in the last decade. Staying at Xcaret twice. This time the experience is extremely horrible, that it is beyond bizarre that made my laugh instead of anger many times. The service is basically either none or misleading. Majority of the staff pretends to speak English but actually don’t understand YOUR English. It is like they are only responsible for output, not taking any input. They will tell you WRONG directions which led you walk 20+ mins back and forth (the new buildings were opened this time); WRONG times which led you miss your appointments. We were interested in their sales campaigns and membership programs. The people who received us in the morning didn’t get any update from the team we spoke a night before. We spent 30 mins talking to the sales person and the manger a night before, and was told to come at 9am to meet with the manager. The manger didn’t come, the entire team didn’t even know the case. We sat there until 10:20am and decided to walk away. They even failed to sell their membership packages to us three families. The most craziest part was we had to dial 0 from the zoom to order dinning in service. I started calling at 11:20pm and got connected 3 times. Every time the rep transferred me to the dinning team who hung up on us after speaking for about 10-20 seconds. 3 times in a role and no call back. I went to the front desk and lined up there for 40 mins. Yes, it took them 40 mins to check in a family of 4. At 1am, I was told that they couldn’t do anything because the dinning team closed already. It actually made me laughing so hard. Also the cleaning team missed one day cleaning in our room, even if with the cleaning request on. I am typing everything with a smile. You have to really come and experience this once in a lifetime experience.