Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14440 reviews

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  Deeply Disappointed – Worst Hotel Experience Ever at Hotel Xcaret

  We had high expectations for our stay at Hotel Xcaret, but unfortunately, it has been the worst hotel experience we’ve ever had. While we were given a room upgrade, the overall guest service did not improve at all. Getting in touch with anyone from the front desk or guest services was nearly impossible—no one answers the phone, no matter how many times you call. Our room was dirty upon arrival and was never cleaned during our stay. Towels weren’t refreshed, and the mini fridge was never restocked—not even with basic essentials like water. To make matters worse, we were moved to the newer part of the hotel without our consent, which turned out to be under active construction—loud, unfinished, and inconvenient. This entire stay has been a huge letdown. Despite the beauty of the resort, the lack of basic service, cleanliness, and communication is completely unacceptable for a hotel of this caliber. We expected so much more and unfortunately would not return or recommend it.

  Jul 11, 2025
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  Horrible experience at Hotel Xcaret Mexico

  This was the worst experience we've ever had at an all inclusive resort. These were most of the problems we had: -I told them on the phone and it was noted on our customer experience form that it was our anniversary and my sons birthday. They said they would do something nice in our room and they did not. -The day we arrived on 7/2/25 we were put in the new side even though I had requested the old side when we made our reservation back in February. We were shown to our room and said they would have our luggage right out to us. 5 hours later, we still did not have our luggage and nobody would answer the phone (EVER!!!). We finally had to go find our luggage ourselves and bring it to our room. -Our back door would not work. It would not scan our bracelet to let us back in the room from day 1. Once again, nobody would answer the phone, so we had to walk all the way across the resort back to the front desk and they said they would send someone. Well guess what... They didn't. It took 3 trips to the front desk for them to finally send someone and it got fixed on our 3rd day there. -There was absolutely NO SERVICE at all. NOBODY WOULD ANSWER THE PHONE!!! Didn't matter if it was room service, concierge, guest services - nobody would answer the phone no matter what day or time it was. -Finally figured out we could order room service from our TV on day 3, so we did that. Ordered at 8:00am and NEVER got it. We finally took the kids to eat at the buffet around 10:30 (2 1/2 hours after we ordered and still had not received it). We tried room service again on day 6 and just ordered some pizzas and pasta. They actually did bring it this time about 1 1/2 hours later, but they only brought half of our order and said that was all we ordered even though I could show them on the tv we ordered way more. The pizza we got was not even cooked and the crust was raw. -Nobody would ever come to clean the room or replenish our mini bar unless we hunted someone down in the hallway and gave them a huge tip, that's the only way they would come. -The building we were in was still under construction, so there was CONSTANT drilling and banging. We could not relax the entire time we were there. -Everything in our room was covered in dust because of the construction -None of the ice machines in our building worked and nobody would do anything about it -The TV in our room would not work half of the time we were there. it kept saying signal problem, please wait -We were in a swim up suite and the pool lights flickered on and off the entire time we were there -The sheets on our beds were like plastic, not comfortable at all -To top it all off, we had scheduled our bags to be picked up at 12:00 on the 10th when we were leaving. Our private transportation was scheduled to pick us up at 12:30. I bet you can guess what happened here! Nobody came to get them and of course we couldn't call because nobody answers the damn phone. We waited until 12:40 and nobody had come still, so once again we just had to carry our own bags all the way across the resort.

  Jul 11, 2025
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  Expansion still ironing out a few wrinkles

  We stayed at Hotel Xcaret Mexico from July 2 - July 8. The expansion portion of the hotel opened on July 1. We were given a room in the new expansion area. It was a river jump suite as we booked. It was at the end of the Casa (Luna) and there was still construction going on right outside our room and across the river from us in what I believe will be a restaurant. The construction noise did not both us much and it only was noisy during the day. We did end up changing/upgrading our room because our room occasionally would have a sewage smell and we lost power for 20-30 minutes each day. Not the end of the world, but annoying. Our upgraded room was still in the new section, but in a more finished casa (Agua). It was closer to the existing section of the hotel and directly across from La Xentral. We loved the new bus depot and my kids especially loved Xinema. If you're a foodie, do not skip Ha'. The food is incredible and the service is amazing. Ramses was our waiter and he was so knowledgeable and friendly! All the sit down restaurants we've tried have been great, especially Cantina Los Farjoles and Las Cuevas. Our favorite buffet is Mercado. Our butlers (Juan Pablo Velazquez, Rebeca Arvizu, and Daniel Elkhoury) were awesome! Very helpful and friendly. Although we had some snags initially during the vacation, they worked to ensure that we were satisfied. This was our second trip with our family to Hotel Xcaret Mexico and we will be back! There is so much to do, even just at the resort, that there are still things and areas we need to explore next time! The included parks and excursions are a huge factor on why we will continue to return to this beautiful resort!

  Jul 11, 2025
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  Lack of customer service, communication, and organization.

  This place is very pretty but for the cost it is not run efficiently whatsoever. I will never go back due to this. The bus area in the morning for parks and excursions is a disaster. Hundreds of people there will no idea where to go with one worker. Managers in customer service do not care of anyone's issues when brought to their attention and are not willing to do anything to make it better. Restaurants with 14 empty tables but a 45 min wait to sit is beyond ridiculous. Workers picking up room service at 2am is very loud, especially when they drop glasses and they shatter.

  Jul 10, 2025
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  Hotel Xcaret Mexico felt like someone showed up to paradise with a paintbrush and started sprinkling masterpieces all over the p

  Hotel Xcaret Mexico felt like someone showed up to paradise with a paintbrush and started sprinkling masterpieces all over the place. There were beautiful textures everywhere, all of the flatware and silverware were pieces of art, fixtures were amazing and unique, there were art installations throughout. It was our 10 year anniversary and we were greeted with a resort that just doubled in size. There was some construction still going on but it seemed like it was mostly done. About 8 new restaurants, a new lobby, multiple new Casas (like Casa Sol that we stayed in). When it came to food a few things were OK, most were great, and some were unforgettable. We experienced excellent service. Someone was always checking in on us to see what we needed. This included the concierge, waiters, lifegaurds, people handling our luggage. We couldn't find a good place in the shade for our 3 year old. We put him on a lounge chair and covered him with towels. A few minutes later, a lifeguard moved some chairs around and resituated my son's chair so that he was in the shade. The staff goes above and beyond here. While hanging out on what felt like an untouched beach in the jungle, we heard drums and chanting in the distance. It became louder and louder until we eventually saw a canoe peak out from around the bend. It carried 7 people dressed in Mayan clothing, playing the drums, and chanting. They landed on the beach, performed, and then dissappeared into the water just as magically as they arrived. It was unreal. I've heard random stuff like this can happen here, but it's not to be expected. This resort is special. I wish everyone could experience this. We'll be back.

  Jul 10, 2025