Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14326 reviews

• 

  Lovely rooms and grounds - food a little hit and miss.

  A really lively hotel and rooms and transitional areas and pools are beautiful. Breakfast of nice some of the food options in the restaurants are average and there seems a lot of staff but a little bit of general grumpiness across the team. The surroundings are nice- lots of seaweed on beach which they are trying to clear but makes it pretty unusable

  Jun 11, 2025
• 

  Beautiful resort with ugly practices - beware

  I came here with high hopes — but unfortunately, what could’ve been a relaxing vacation turned into a series of disappointments fueled by unethical and predatory practices. Let’s start with the timeshare/membership trap: I was lured to return here under the promise of a discounted stay, only to be blindsided by a high-pressure, 3-hour sales pitch that was in the fine print that I signed (never was verbally told upon the exit of my first stay) which felt more like an interrogation than a conversation. They asked invasive financial questions, trying to push a $250,000 membership, all while making assumptions about how much we “should” be spending on vacations. It was aggressive, uncomfortable, and frankly, not the ecological or family-friendly vision they promote. Then, to top it all off, today I was charged $100 for a tour I didn’t attend — without any clear disclosure that it was non-refundable or that a no-show fee would apply. No verbal explanation, no confirmation, just hidden fine print they use as a shield to justify charging guests without warning. When I explained the situation and asked for the fee to be waived, I was met with cold, robotic policy enforcement and absolutely zero care for guest satisfaction. It’s not about the $100. It’s about a pattern: • Confusing the customer intentionally • Relying on hidden terms instead of transparency • Valuing short-term profit over long-term loyalty I’m disappointed, disrespected, and done. I will not be returning, and I hope others read the fine print, because this hotel won’t warn you — but they will charge you. To management: I hope that $100 was worth it. Because it cost you a lifelong customer and every referral that would’ve followed.

  Jun 11, 2025
• 

  Amazing experience outstanding✨❤️💯

  "Absolutely loved my stay at this hotel! The rooms were impeccably clean and cozy, the staff was warm and welcoming, and the amenities were top-notch. The location was perfect, with plenty of local attractions within walking distance. The food was delicious, and the views from the rooftop were breathtaking. Can't wait to come back! 10/10 would recommend to anyone looking for a comfortable and memorable stay.❤️

  Jun 09, 2025
• 

  Stay at one of the many other resorts in Mexico. Avoid the Groupo Xcaret.

  We recently stayed at Hotel Xcaret México for a wedding and were truly disappointed by the disparity between the resort’s reputation and the reality of our stay. While the setting is beautiful and we were fortunate to enjoy great weather and meaningful time with friends, numerous service failures significantly affected the quality of our visit. Upon arrival, we were informed that due to a federal law, alcohol service would be restricted for two days. This meant no drinks were available outside of seated meal, which is an enormous change to the "all-inclusive" experience we paid for. This regulation was not disclosed in advance, despite the resort clearly being aware of it. It felt like critical information was withheld to avoid cancellations. When we raised the issue, the management’s dismissive response, that soda and food were still unlimited, was frustrating and unacceptable given what guests pay for. We were told that the mini bar is complementary. When we arrived in the room, we realized that all alcohol had been removed from the room and it was just soft drinks, juice and 3 small bottles of water. We paid extra for a “Riverview” room, only to find that the view consisted of a river-shaped swimming pool and trees, not the serene natural view advertised. The room also lacked hot water throughout our stay. Housekeeping was inconsistent on one day our room wasn’t cleaned until we called late in the day, and minibar restocking was unreliable even after multiple requests. The mini bar is the only way to get bottled water at this resort. There are no filling stations and it's hot everywhere this time of year. These are not the standards expected of a high-end resort. Las Cuevas, the venue for dining and the wedding reception, was stiflingly hot with no visible ventilation or fans. Guests had to leave mid-meal for fresh air, and many struggled with the heat during the formal wedding event. For a location marketed as a premium venue, failing to provide basic guest comfort is unacceptable. Our group’s excursion for 22 people was mishandled, and despite arriving on time, we waited over an hour before it was canceled due to confusion. At checkout, we were nearly charged a cancellation fee, which was only removed after a heated discussion. Even our airport shuttle experience was poorly handled. Despite having a confirmed reservation, we were inexplicably denied boarding while our travel companions were allowed on. The shuttle left with empty seats, and we were forced to wait another half hour for the next one, nearly missing our flight. This was a needlessly stressful end to an already disappointing trip. We also witnessed unhygienic practices at the pool bar, such as improper handling of plastic cups. Other guests noticed the same. This raises questions about the resort’s consistency in maintaining health and safety standards. I have asked for a partial refund for the failure to provide the full services we paid for, but they have denied it. I'm waiting on my credit card to handle the dispute since the management is unwilling to provide even the most basic customer service. In total, this experience fell well below expectations for a resort that brands itself as luxury. The lack of transparency, unaddressed maintenance issues, inadequate guest service, and failure to accommodate guests with even basic comfort and care cannot be overlooked. Based on this experience, we would not recommend Hotel Xcaret México and staying at one of the many other beautiful resorts Mexico has to offer. Ones that prioritize the customer and not profits.

  Jun 09, 2025
• 

  Poor reservation and check in

  The check-in process was poor and too long. The reservation department made a mistake with our reservation and they wanted to charge us $1800 more. They did fix it, but it took them 2 long hours. Once we got our rooms, everything was smooth and good. The food was very good.

  Jun 09, 2025