TripAdvisor Traveler Rating

My husband & I got married at Xcaret park on 03/21 so we, and all our guests, stayed at Hotel Xcaret Mexico. I can’t understate how wonderful an experience it was! The hotel was so luxurious& included some... of the best food I’ve had in my entire life! It was a dream that I’ll be replaying in my head for decades to come. He & I opted for the junior suite room which unbeknownst to us, came with round-the-clock butlers: Adriana, Alejandro, & Juan: all of whom were attentive, kind, & knowledgeable. I hope their managers read this because they deserve so much more praise than we can afford in this review. In short, I’d highly recommend this resort. It’s otherworldly in the best way! Thank you, Xcaret for making dreams happen!

If it's your first time here at this resort you'll get pampered with service. They make a great first impression for the goal of roping you in on a certificate (discount) on your next visit as you checkout.... It's definitely worth it as you get to stay on the Arte side. Cons are you have to attend their 90min meeting where they try to sell you their membership. My family noticed that their service was not on par with our first visit, absolutely no service at all. Park access is fun, especially with kids, but as adults I think 3-4 parks were sufficient. Great for those who can't lounge on vacations.

Sincerely from the bottom of my heart IM DISAPPOINTED!!! I’m a PLATINUM MEMBER. Means you are a VIP, it’s NOT cheap to buy this membership. I purchased this membership to HAVE the experience of a real fami...ly dream vacation. This place is magical!!! That’s 100% sure! Now, I have been member for 3 years. I had the average membership the first time, the try every time that you go to sell you another membership (upgrade). They offer you complementary massage if you go to the CHAPEL. Just an hour!! It’s never a hour!! Never!! Yes the chapel… that’s where they sell you the membership and upgrades! First they are very nice but when you sit down you are done! They got you with FALSE promises!!!! I got an upgrade, a good one! PLATINUM MEMBERSHIP!! The famous BLACK bracelet… it’s like the black American Express of the bracelet. I got it! Full of “good benefits “ .. Lies!!! I just got back from Xcaret Mexico… all started when my wife called and requested a room that wants to face the river with full privacy .. well let me tell you what happened.. we got there around 12:30pm and we got a member of the costumer service of the “VIP’ members. He’s name was Tony. Tony first started explaining that we don’t have the room ready, we have to wait till 3pm. He told us to go eat and come back, then he mentioned to have a meeting at the chapel… and I asked for what? I have a top tear membership and I thought that I have a top tear membership. He replied that there’s a NEW top tear.. i told him not thanks.. he insisted that is only One hour and I replied.. its never an hour.. we decided to go eat and burn some time while the room is ready.. i returned at 3pm and he wasn’t there and i told one of the people there to tell me the room update and she said that she was going to check on it…. 30 mins later and not solution of my room there was a WhatsApp chat with Tony and asking its 3:30pm and there’s not room?? He replied that he will let me know… check in its at 3pm and supposedly one of the PLATINUM MEMBERS benefits its a early check in… well in my case wasn’t.. the room was ready at 4pm. I was frustrated of my experience with a simple check in. There’s also one thing.. where you go to the chapel and sit down with the sales person they tell you so many good things coming up!! More parks more of a lot of thing!! And you think about it and I’m my case I thought… the company is growing and I’m investing in them and for the fun of my family. They have good parks, for my son is favorite park is XAVAGE and we wanted to go to that park, i asked Tony to arrange a visit to that park and he says that is under upgrading…. Later I find out that is CLOSED. So the lies keep coming from this group. So now we have less parks. Next day we went to Xplor Park, we spend the whole day there… we came back to the room around 6pm and the room and our surprise was that nobody came to our room to fix our beds, bring clean towels and water. I was in shocked and i took a picture to the room and i sent it to the chat that Tony created. Later they sent a housekeeper to our room, but things like that in a “5 DIAMONDS HOTEL” shouldn’t happen. I forgot to share that the room that my wife requested a month prior our trip. My wife called and made the reservation over the phone and she requested a room looking at the river with privacy and we got a room in front of the pool where people can see directly to the room…. I was asking to myself… whats the “benefits” to have a membership an expensive one.?? Later that night we went to eat a restaurant call Las Cuevas.. before the new changes, you can go to enjoy the restaurant without reservation, it’s a really nice restaurant…. My wife made a reservation to eat at 7:15. We got there at that time and they made us to wait outside, we waited 30mins to be sitting..before they had a mini bar where while you wait for a table the bartender will offer you a drink while your wait.. NOW there’s not a minibar anymore… the place had tables available when we got there…. Once again.. I asked myself, why did i get this membership if you don’t have any privileges.. They don’t treat you as a “VIP” and I don’t want to sound that I’m more important than others, but when you buy a very expensive membership and they don’t apply what the offer you then you asked yourself why did i get this membership?? When you are a member of the Xcarte group you also has to pay for you room with a %20 discount, that all, the rest felt like I wasn’t a member. Honestly the place is magical. Food is amazing!! The changes a lot of things that didn’t like because i had been there like 6 times and now things are different, before was better… the quality of taking care of the people has lowered… they have one mission and is to sell you a membership with full of false promises!! It’s too bad because i still see people there that recognized me and my son… there’s a NICE people working there, people that want you to experience that you are in vacation!! My finals words are…. It’s not worth it to pay for a membership and still pay for you staying, yes with %20 discount went every time you go there is different and not in a good way.

This was our first visit to Xcaret Mexico. We visited for six days with our two boys 11 and 13. We had an amazing time and plan to return. It is a place you have to experience because it’s difficult to ful...ly describe. The grounds of the hotel are absolutely beautiful and full of surprises and mystery. Make time to explore the resort and all it has to offer. We are a family that likes entertainment and activity, so having the parks to visit throughout the week balanced relaxation and adventure. We also enjoyed the food and drinks throughout the resort and the parks.

I like this hotel so much Too beautiful foods It tastes very tasty i have to arrive at this hotel I feel very perfect It's very nice and peaceful Whether it be with a family without a family I would like t...o give Review to be the only loved one or a loved one Thank you