Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

15198 reviews

• 

  I paid premium price for a NIGHTMARE experience

  DON‘T EVER BOOK THIS HOTEL不要来！不要来！不要来！ Luxury price, but serious operational failures ruined our stay 高价度假，却因严重管理失误毁掉整个行程 ⸻ Restaurant reservations – complete failure 餐厅预订：彻底失效 We chose Hotel Xcaret Mexico expecting a premium, well-organized luxury experience. Unfortunately, this became the most expensive yet worst-serviced trip we have ever had. 我们选择 Xcaret Mexico 酒店，是因为它被定位为高端、全包式度假村。但这次却成了我们花费最高、服务最差的一次旅行。 One month before arrival (in November), I emailed the hotel to reserve restaurants and activities and called twice to reconfirm. Each time, I was clearly told everything was confirmed. 在入住前一个月（11 月），我通过邮件预订餐厅和活动，并 两次打电话确认，每一次都被明确告知“已经确认”。 Upon arrival, we were informed that nothing had been reserved. The manager on duty said he could not help and claimed all restaurants were fully booked for the next two weeks. He promised to send a revised itinerary to our room the same day, which never happened. 但到达酒店后却被告知 什么都没有订上。当班经理表示无能为力，并称餐厅未来两周都没有位置，还承诺当天会将新的行程单送到房间——但最终并未兑现。 Later, we personally walked to the restaurants and discovered that many actually had availability, showing this was a management and coordination failure—not a capacity issue. 更讽刺的是，我们后来亲自去各家餐厅询问，发现多家餐厅其实仍有空位，这说明问题并非客满，而是酒店内部管理和沟通的严重失误。 ⸻ Room service – consistently unacceptable 客房送餐服务：长期失控 Throughout the entire stay, room service wait times ranged from 90 minutes to over 3 hours. Orders were repeatedly sent to the wrong room, lost, or claimed to have never been received. 整个入住期间，room service 的等待时间普遍在 90 分钟到 3 小时之间，并频繁出现送错房间、漏单，或被告知“未收到订单”的情况。 No meaningful solution was ever offered beyond brief and insincere apologies. 酒店始终没有给出任何有效解决方案，只有敷衍的道歉。 ⸻ Major maintenance issue – no hot water 严重设施问题：半夜无热水 On our third night, our room completely lost hot water due to a plumbing failure. From 11:00 PM onward, we repeatedly tried to contact concierge, but calls were either unanswered or disconnected. 入住第 3 天晚上，房间水管故障，完全没有热水。从 晚上 11 点开始 多次联系 concierge，但电话不是打不通，就是被直接挂断。 After returning from activities soaked in saltwater, we were unable to shower and had to wait until 3:00 AM before a manager finally moved us to a smaller room with a worse view, simply so we could rest. 我们当天活动结束后浑身都是盐水，却无法洗澡，一直等到 凌晨 3 点，才被安排换到一个 更小、景观更差的房间，只是为了能勉强休息。 ⸻ Ongoing system errors & zero compensation 系统错误持续存在，且毫无补偿 After the room change, the phone system still displayed an incorrect room number. Despite informing management and being told notes were added, services continued to be sent to the wrong room. 换房后，房间电话系统仍显示错误房号。即便我们已向管理层反映，并被告知已做备注，酒店仍不断将服务送错房间。 No refund, compensation, or meaningful resolution was ever offered. 整个过程中，酒店没有提供任何退款、补偿或实质性解决方案。 ⸻ Final note 最后说明 We have formally submitted this entire case to PROFECO (Mexico’s Federal Consumer Protection Agency) seeking fair treatment. 我们已将完整情况正式提交至 墨西哥联邦消费者保护机构 PROFECO，以寻求合理处理。 The resort may look beautiful, but behind the scenes, the operational failures completely overshadow the experience. For a property at this price point, this level of service is unacceptable. 酒店外表确实漂亮，但其背后的运营混乱彻底毁掉了体验。以这样的价格和定位来说，这种服务水准是完全无法接受的

  Dec 27, 2025
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  Best trip, Room and Service!

  Best trip ever and hands down the best service we’ve ever experienced! Adriana Girrido, Beatriz Ugalde, and Ivan Melendez went above and beyond in every possible way. There wasn’t a single thing they couldn’t help with or accommodate. Their kindness, professionalism, and attention to every detail made our stay unforgettable. All food was exceptional and delicious. We truly loved the junior suite with access to the Fuego building (highly recommend) we can’t wait to come back.

  Dec 27, 2025
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  We love this place!!

  Just returned home from our 8th visit and had a blast, as always! The new phase is absolutely stunning! The Posada was amazing, such a fun night!! Food was great (dreaming of Xin-Gao Philly rolls lol) parks super fun, transportation easy! David from La Xentral provided top notch service- thank you for taking great care of our family, David! Already planning our next visit ;)

  Dec 26, 2025
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  Cantina at Arte is awful

  The resort itself is great. By all means avoid the cantina in the arte building. The meat is all fat and takes an hour + just to get a drink order taken. Hands down one of the worst meals I’ve ever had and do everything in your expense to avoid eating there.

  Dec 26, 2025
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  Nice but customer service is not great

  I just returned from this Resort with my kids and other family including older adults. The property itself is beautiful—the grounds are impressive, the rooms are lovely, and the bathrooms and showers are superb and feel brand new. Unfortunately, the customer service was extremely poor. We had written confirmation for six passes to Xenotes Park. The day before the excursion, we asked the resort to remove my two older aunts due to the extensive walking, and we were told this was handled. However, the next day, when we attempted to leave for the excursion, the resort’s list showed only two passes instead of the confirmed four. Even though we had written confirmation, two members of our group were denied entry. After speaking with the manager, he admitted the error was the resort’s mistake, but because the park was sold out, they refused to offer any solution. The entire situation was poorly handled and extremely frustrating. There was also a serious security issue. Someone mistakenly entered my aunt’s room in the middle of the night while they were sleeping. Although it was described as an error, this was a major oversight and very concerning. Additionally, this resort is not suitable for elderly guests or anyone with mobility challenges. The property is extremely large with excessive walking and multiple levels. We witnessed an older guest fall while on the property. Golf cart transportation is limited, mostly underground, and does not provide direct service to rooms. The resort is designed more for adventure seekers, not for guests looking to relax. With ongoing expansion, accessibility will likely become even more difficult. Overall, while the resort is visually stunning, it is not well managed and is not appropriate for elderly guests, individuals with disabilities, or anyone seeking a relaxing, low-mobility vacation.

  Dec 26, 2025