TripAdvisor Traveler Rating

What a wonderful hotel! This was our second time staying at Hotel Xcaret Mexico and it was just as great as our first visit. We stayed at Casa Fuego and had Adriana, Ivan, and Mauricio as our butlers and their service was outstanding. They went above and beyond to make our stay relaxing and enjoyable. I am so grateful for their services and the exceptional hospitality of the rest of the hotel staff. We love Hotel Xcaret and would highly recommend this hotel to anyone!

My mother and I live states away from each other. We do an annual mother-daughter trip and typically meet half way at an Airbnb in the Midwest U.S. My mom had a particularly hard year and hasn’t been on a real vacation for years. I researched for months which resort would be the best for us to visit and landed on Xcaret. Everything about this stay was perfect for us—delicious food, incredible and unique views, amazing service. Staying in Casa Fuego, we also had the butler service. Mine were very communicative and helped us many times a day. Alejandro Barrera, Katya Silva & Andres Alvarez are the people who made our stay a 5-star unforgettable and relaxing experience. I’m forever grateful to them. The Muluk spa was so relaxing, the rooms luxurious, and every detail impeccable. If I return later with my full family, which I am considering, I know they will never run out of things to do while I relax by the water. My only complaint is the incredibly lengthy check-in process where they try to get you to do a presentation for a discount. Our check in host would not take no for an answer and it was incredibly awkward and uncomfortable. It was bad enough that I would reconsider a future stay. I just spent nearly $10,000 on a vacation I wanted to go enjoy and I spent hours via email and phone planning my itinerary. I continued to tell this host that I had already planned all the details, had no interest in reserving additional parks or dinner, and definitely had no interest in taking away my limited vacation time with a presentation. Please, Xcaret, reconsider this process. I’d be more interested in signing up for a webinar AFTER my trip to learn more about new deals and options than DURING my vacation. There are other ways to do this.

Had an amazing stay and everyone at the hotel was so nice and helpful.. Would like to give a BIG shout out to our butlers for our stay Katya and Andre’s, they went above and beyond! They provided excellent service and both very personal and knowledgeable.. would definitely recommend!

WARNING - READ BEFORE VISITING First of all, let me say this place is insanely unique and quality is top notch with food. The included parks make it worth the trip (once) but absolutely have HUGE problems I need to make you aware of. I have video recordings and own a YouTube channel (20,000 subscribers) I’ll post to later this month once edited. 5 HUGE problems with this resort (in order of severity): Concierge - the worst I’ve ever encountered. We emailed the concierge email (pro tip) before arriving to schedule our dinners using our confirmation from Priceline. They did not inform us Xin Gao has 4 types of seating, and you cannot get hibachi for example sitting anywhere else. We asked Daniel our concierge to check on this and switch it (mind you we came for SIX DAYS and are on DAY ONE). Never got done. He did try to sell us on the dumb vacation club (see “Selling” below). Very helpful but I said no and he didn’t push. Next, we came back day 2,3,4 and asked this woman in her 50s with a blue jacket to check on us. I tried calling concierge 7 times during our stay they just flat out DO NOT ANSWER THE PHONE. She used what’s app to ask someone, said come back, and the next two days said they NEVER ANSWERED. Are you kidding me? Do your job! Not to mention she tried 3 times to sell us on the vacation club. I told her to stop. So concierge = sales. Treat them as such. Be rude when they sell. They are taking advantage of you! Selling - Be rude if they try to sell you the vacation club, they absolutely over sell it by lying to customers with “celebrating our new hotel being built” or similar language stating it’s a loyalty club. I have a friend already a part of it and I did not want their 25% discount as if you simply read reviews they HARASS customers over it if they get you into that sales room Waiting - Bad management. Example, maquisitas taking an HOUR. Checking in taking AN HOUR.. or the fact they make you stay at Xel Ha all day if you book it (see reservations). They don’t nickel and dime your money like other all inclusives, they nickel and dime YOUR TIME.. I’m now at the airport at 930am.. my flight isn’t until 1pm. They made us leave 5 hours early otherwise “we must pay” concierge said.. what? If I want to be late for my flight that’s my choice. I understand many people need to be on each bus, but 5 hours is a joke. Reservations - Absolute joke. Xin GAO is 90% empty at every.. single.. hour. They are never busy, but they will surely tell you there are no walk ins / always say there is no room. We wanted hibachi and tried every night and morning but incompetent concierge + rude staff prevented us from doing what we wanted. Xel Ha is also reservation required and they make you stay from 9am to 5pm.. there is nothing to do there. We spent 2 hours in the water and the rest miserable. It’s a park you should only go to if you want extras (which is likely why they force you to stay there all day.. to buy crap) It’s stupid. Artificial scarcity. Very unprofessional. Huge damper on our trip when we physically see empty seats and can’t eat there. GLASS in my foot (no I’m not kidding) - A life guard dropped a glass object at the steps of the infinity pool / main pool. I have a recording of it just because I happened to be recording the pool at the time. Later, we went to go get pool side snacks and a piece of glass got into my foot. It was small but nevertheless I brought it up at checkout and was asking if I called customer support yesterday.. not are you ok, not let me get a manager, just if I had reported it. I will! To 20,000 people on YouTube. I will post it all, and warn of concierge and dangerous conditions. I didn’t pay thousands of dollars to have glass in my foot. Overall this place is amazing but management needs overhaul. Concierge is worthless and doesn’t answer. Dangerous conditions. I would only recommend going once. We are VERY frequent, high quality travelers but we recognize when a resort is greedy and dangerous

Extremely disappointed! My wife and I have been coming to Xcaret for many years. We normally come here 2 times a year. Over the years we have seen the service getting poorer and poorer. When we arrived to the resort, their transportation lost our luggage. The manager told us they would track it down and it would be here as soon as possible. It’s 98 degrees and extremely humid. My wife is wearing sweatpants and a sweatshirt carrying a blanket because she gets extremely cold on the airplane. She was planning on changing into shorts and a tank top at the resort. So they tracked down our luggage and they had accidentally dropped it off at the other hotel. They told us it would be here in about 30 minutes. The hotels are right next to each other. My wife offered to walk over to go get our luggage because it’s only about a five minute walk. They told us unfortunately we wouldn’t be able to get it ourselves. As soon as our luggage arrived, we’d be able to check into the resort. Our luggage dodnt arrive for two hours. I had to argue with a 22-year-old manager who kept telling us we couldn’t do anything until we got our luggage arrived. My wife asked if they could keep her blanket and sweatshirt so we can at least go walk around and look at the resort while we were waiting for them to deliver our luggage. They told us unfortunately they couldn’t take anything that wasn’t inside a duffel bag or suitcase. I asked the manager if there was some way we can get a locker or something and he said that he would take us to get one. When we went to get the locker, we couldn’t get a locker because we weren’t checked into the resort. Had to argue for another 10 minutes to get a locker. We finally got checked in and got our room. There was a nice surprise waiting outside the door, a bunch of empty bottles and a used cup. This sat outside room for two days. The only reason it was disposed of, I picked them up and put them in our trashcan in the room. my favorite part of the resort was the smell of the lobby when you walked off the Transportation. The smell in the elevator, the smell in the rooms and the smell when you walked aroind the resort. It was one of the biggest things I was looking forward to. And there was no breathtaking smells at all. We found out that people complained about the smells and they stopped it. That itself was the biggest thing I was looking forward to and that completely ruined my trip. Every year that we’ve gone, we have noticed the service is getting poorer and poorer. My wife and I went to the 90 minute seminar to find out about becoming a family member to the resort and it’s true. It does take three hours but the one thing we complained about and told them the reason we wouldn’t join. Because the service has been getting poorer and poorer every year we come. Two managers there explained to us if we become members we would have outstanding service because we are paying for that service. My wife asked, we’re paying for the stay at the resort, so shouldn’t we get good service? They told us that when you become part of the family you will always get outstanding service. So very disappointed in the whole trip. something I was looking forward to. I don’t get a lot of time off because of work and this was the one thing I was really, really look forward to. My wife and I were talking the last night. We were there at the pool and both said that I didn’t think we’d come back here again and we needed to find somewhere else to start going to. Xcaret as a brand he used to make themselves better than everything else. So disappointed that they’ve turned the way they have.