Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

15498 reviews

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  Front desk refused to cancel dinner; walked 25 mins with elderly parents to restaurant to learn cancellation was fine.

  I am writing to share a disappointing experience during our recent stay at Hotel Xcaret Mexico. We had a dinner reservation scheduled for 7:45 PM. Unfortunately, earlier that evening my elderly parents (around 80 years old) were extremely tired after a full day of activities. At approximately 7:00 PM, I went to the front desk to cancel the reservation, as I was previously unaware of the cancellation policy. There was a long line at the front desk, and we waited about 25 minutes before speaking with a staff member named Jhoany. When she assisted us, she initially stated that reservations must be canceled at least 15 minutes prior to the scheduled time. At that moment it was around 7:20 PM, so I believed we were still within the timeframe. However, she informed me that our reservation was at 7:30 PM and therefore it was too late to cancel. I then showed her our confirmation, which clearly stated 7:45 PM. After reviewing the confirmation, she changed her explanation and stated that dinner reservations must be canceled 24 hours in advance or there would be a penalty charge. I was confused and concerned. Our stay included all meals as part of the package. It was difficult to understand why we would be charged for not attending a dinner that was already prepaid as part of the resort stay. I explained that my parents are elderly and that the restaurant was very far from our hotel building — even by golf cart it is a considerable distance. It did not make sense that we would be required to physically appear at the restaurant just to avoid a penalty. I respectfully asked if she could help us by contacting the restaurant directly to explain the situation or make an exception given my parents’ age and condition. Unfortunately, she repeatedly stated that nothing could be done and that we must appear in person. She did not offer to call the restaurant or attempt any alternative solution. As a result, we felt forced to walk approximately 25 minutes in the dark with my elderly parents and young child, asking multiple staff members for directions along the way. Upon arriving at the restaurant, I explained the situation to the hostess and asked whether we could cancel without dining. She immediately reassured us that cancellation was completely fine and that there would be no penalty. She kindly processed the cancellation without any issue. We then had to walk another 20+ minutes back to our room. This experience was exhausting and unnecessary. Throughout our stay, we encountered many warm and helpful employees at Xcaret. However, this particular interaction reflected a lack of empathy and problem-solving effort. What was most disappointing was not the policy itself, but the unwillingness to even attempt to assist us or contact the restaurant on our behalf. I hope management will review this matter and ensure that staff are empowered to handle situations involving elderly guests with more flexibility and compassion.

  Feb 25, 2026
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  BEST PLACE EVER

  Best place ever! Playon Espiral Bar was our favorite. Sebastian Gomez and Jared Tapia were the greatest bartenders ever! Our family of 12 they were always fast accommodating and so friendly!! WE LOVE LOVE LOVE THEM!! Would recommend this place 100 times over and PLEASE GO see Sebastian and Jared at the Bar Playon Espiral❤️

  Feb 25, 2026
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  Xcaret Mexico does not disappoint - an amazing resort!

  Xcaret Hotel was an amazing resort with a lot of activities to see and do. When we needed to book anything from excursions to dinner reservations our butler team comprised of Janisee Jerez & Magaly Garcia promptly took care of this for us. The two ladies checked in on us in person and through What’s App a few times a day to ensure our stay was top notch. Xcaret Park and Xplore offered dolphin swims, ziplining (day and night), boat adventures and so much more. Take comfortable shoes - lots of walking in the resorts, good water shoes are a must! Look at the maps posted around resort and follow the colored tiles on pathways to navigate the resorts - saves backtracking! There were many food options and all that we tried were delicious. Beds were comfortable and rooms/resort were extremely clean. Highly recommend the resort and this butler team!

  Feb 25, 2026
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  Loved the resort

  We loved the beauty of the resort and everyone who worked there were all so helpful! The parks were all kept so well and all bathrooms were so clean. We also had butlers who went out of their way to make sure our experience was good

  Feb 25, 2026
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  Better than we expected from a Mexican All Inclusive

  All together a great experience. Bar a long and painful check in that we will put down to bad luck, the stay was very good indeed. We travelled as a family of 5 including two 13 year olds and a 7 year old. 2 standard garden rooms on the top floor of Casa Luna were lovely. Food at all the restaurants was better than expected for an all inclusive, though heavily weighted towards Mexican food which was ideal for us. The resort is enormous and with that comes lots of walking and LOTS of people. It would become a bit much for us if it wasn't for the amount of time spent off resort at the parks. Again, all of which were exceptional. The kids club where you can leave children supervised by staff was a little lacking in comparison to the rest of the resort facilities and meant our 7 year old had no interest in staying. This could do with improvement. Wine is not available in all restaurants under the All Inclusive plan. It is in some and should be offered throughout but that is my only problem with the dining experience. I suspect we will return.

  Feb 25, 2026