Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14466 reviews

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  Our butler services were amazing, with immediate response and resolved anything we needed. This hotel is absolutely stunning!! It’s so organic and natural, from the food to the architecture!! Definitely worth every penny.

  Jul 17, 2025
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  Beautiful Resort Marred by Disastrous Service

  My family and I just returned from a stay at Hotel Xcaret Mexico, and it was one of the most mixed hotel experiences we've ever had. The property itself is stunning and the "All-Fun Inclusive" concept is brilliant in theory, offering an incredible number of activities. However, the resort is critically undermined by systemic service failures, logistical chaos, and a frustrating inability to deliver on its own promises. While there were high points, the constant issues made it impossible to relax and enjoy what we paid for. The Good: The Grounds, Drinks, and Activities Let's start with the positives. The resort is expansive, generally well-kept, and feels new. The transportation system to the parks and around the property is very convenient. We were pleasantly surprised by the quality of the alcohol included; they serve good tequila like Don Julio, and the bartenders make excellent resort-style drinks. There is so much to do that you will never be bored, and the steak (specifically the bone-in ribeye) at the La Silla restaurant was absolutely fantastic. The Bad: Where Service and Logistics Completely Collapse Unfortunately, the positives were consistently overshadowed by major operational problems. Check-in & Concierge Disaster: Our vacation started on a terrible note. We waited over an hour to check in, despite only three people being in front of us. Immediately after this exhausting wait, the concierge tried to pressure us into a timeshare presentation. Our assigned concierge, Diego, was almost completely unresponsive. He failed to make a restaurant reservation for us, and by the time he replied a day later, it was fully booked. He then claimed to have booked an alternative, but when we showed up, the restaurant had no record of it. This level of incompetence was staggering. We also had to visit the front desk and concierge service multiple times and wait days just for coffee refills for the room, which never arrived. Inability to Access Amenities: The biggest frustration is that the "all-inclusive" promise feels like a bait-and-switch. All the popular restaurants were booked solid for our entire stay, and no one from the hotel contacted us beforehand to help make reservations. The slide at the Xplor park closed for the day right as we got there, well before the park's closing time. The snorkeling at Xel-Há was a huge disappointment; the water was murky, the reef looked dead and brown, and the provided masks were foggy and ill-fitting, making it impossible to see. Even at the hotel, the beach was red-flagged due to algae blooms, and the lagoon water was stinky and full of algae, so there was no real beach access. Constant Hassles and Breakdowns: The problems were relentless. There was loud jackhammering by the pool all day as a bridge was being repaired. In our room, the phone and TV didn't work. They were fixed, only to break again. Trying to get help was a nightmare; calling the front desk or room service meant being put on hold for over 45 minutes, often with no one ever picking up. Despite requesting our rooms be near each other as we were traveling with kids, our rooms were assigned on different floors, far apart. The Final Straw: Airport Transfer Fiasco: The incompetence continued right up to our departure. Our concierge had booked our private airport transfer from the wrong lobby. We were waiting at the correct spot while the driver was elsewhere. No one at the hotel knew what was going on. I had to personally call the transport company to figure it out. They had been told the wrong location by the hotel. The hotel staff then tried to put us on a shared bus, which would have resulted in us being charged a "no-show" fee for our private car. After I sorted it out directly with the transport company, we were very late to the airport and incredibly stressed. Conclusion: Hotel Xcaret has the bones of a 5-star resort, but it's being run with 1-star service and logistics. The friendly demeanor of the staff you do interact with can't make up for the fact that the underlying systems are broken. You can't enjoy the amenities if you can't book them, you can't get help if no one answers the phone, and you can't relax when you're constantly fighting fires. For the premium price, the experience was deeply disappointing. We would not return and cannot recommend it until they undertake a serious overhaul of their guest services and reservation systems.

  Jul 17, 2025
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  Disappointing Decline at Xcaret Mexico

  Disappointing Decline at Xcaret Mexico We’ve been loyal guests at Xcaret Mexico for years, and we even invested in their Platinum Membership, paying top dollar for what was promised as a truly exclusive experience. Sadly, our most recent stay was extremely disappointing and has likely been our last. We arrived at noon and were told our room would be ready at 3 p.m. — we had planned our whole day around that. Instead, our room wasn’t ready until 6 p.m. We couldn’t access our luggage or do anything meaningful with our afternoon. Worse, this isn’t the first time — it’s the second trip in a row this has happened. What’s most frustrating is how membership “benefits” are being quietly stripped away. As a Platinum Member, I’m supposed to receive priority service and exclusive perks. But during this stay, a manager candidly told me (to my face!) that some benefits are deliberately made hard to redeem — describing it as a strategy to make more money. Not only was this shockingly unprofessional, he was downright rude about it. Another example: our membership contract specifically promises discounts on purchases including spa treatments. When I tried to use it for hydrotherapy, the spa staff just laughed it off and said “members no longer get discounts on that” and actually told me to “read the fine print.” It’s not about the money — it’s about changing the rules on loyal customers without notice. When we first fell in love with Xcaret Mexico, it was for the amazing service, attention to detail, and the feeling of being valued. That’s completely gone. During this visit we met other guests having similar issues and complaints. For us, this was the final straw. It’s incredibly sad to see what used to be our favorite place decline so much. We won’t be returning, and I’d caution anyone thinking of investing in their memberships to think twice — they promise exclusivity and special treatment, but they’re clearly more interested in squeezing out every dollar once you’re locked in.

  Jul 15, 2025
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  Unforgettable Service at Xcaret México

  We had an unforgettable time at Xcaret Mexico, and one of the highlights of our trip was the outstanding service we received from Mauro M. at Las Playas. He went above and beyond to make us feel welcomed and taken care of. Mauro’s warmth, attentiveness, and genuine hospitality truly elevated our experience. Every interaction with him was met with a smile, and he made sure we had everything we needed to relax and enjoy the beauty of hotel River. Thank you, Mauro, for making our stay extra special — we can’t wait to come back!

  Jul 15, 2025
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  Disappointing but OK

  When you see the last several pages of bad reviews PLEASE read and believe ALL of them! I was debating writing a review and thought, “maybe we just had a rough experience.” Then I read all of the past few weeks and I empathize with everyone that shared in these bad experiences. We booked back in March for our July trip for our 20 year anniversary and to quote the exact email it said, “Our main goal is to provide you with a stress-free experience in an exceptional destination, where the jade-colored jungle meets the turquoise sea. For this, our Guest Service Team will contact you in advance to prepare a tailor-made stay and coordinate your check-in.” Well, we never received any follow up and finally I decided to call, then had to call again a few weeks prior to arrival. We did the whole selecting of our “tailored experience.” So it came back with none of the places we wanted to eat were available, the cave restaurant was one of the main reason we booked this place. We did not do the shuttle, we did the Amstar premium round trip which I would suggest if you can spare a couple hundred dollars, super chill and relaxing especially for an hour drive to and from. Check in is AWFUL!!!! We almost left day 1! We arrived at 12:30 and understand if rooms aren’t available, no worries at all so I asked if there were any upgrade offers and they said, “Since you had issues with no contact and showed proof from guest services we are going to give you 30% off your room or any upgrades, the best room for your family would be the junior suite.” So I said great let’s do it, the they said, “oh, we don’t have any.” And then only offered me the highest room they had then tried to get me to pay even more. Took nearly 3 hours to check in so I just said give me the original upgrade for ocean front and then they said, “oh it’s just garden view.” They just ran me around and almost ruined the first day, defiantly cost us some good quality time! For the record we did not get 30% off. I was so frustrated I asked one of the girls that stand there if they could get me a manger for help and they said there isn’t a manger and I could tell them, when I refused and asked again for a manger they said they would get one, I don’t believe the guy they got was a manger, he did nothing for help at all. We booked the catamaran and then realized we got booked on the ferry, when I went to guest services they said, “there is no more availability for catamaran, we tried to call for you too and no space for Sunday.” So I decided to get online and call, shocker it was available, so they lied, again! Then they charged me $600 for the catamaran, it is not as advertised at all.. The property is gorgeous, no complaints there. It is packed! Room service defiantly doesn’t work, the buffets are slammed, the pizza at the buffet station should not be the best food on site and rarely open. The slides were advertised even on social media while we were there and they were defiantly not open, not sure how they got away with that! Food was decent, monarca was our favorite, Soto was the best waiter the whole time and maybe people don’t know about it but it was empty, it’s super hard to find and a hell of a walk from the other side of the hotel… so for the most part what everyone says is true, it’s a long walk anywhere so be aware of that. I felt like the staff knew they were overwhelmed with the push of opening the new side. The pool tables were blanketed off so you could not play, air hockey was turned off with no power so my kids were pretty disappointed. Upon checkout, the lady said we would be charged for not gong on the catamaran that I paid $600 for! When I told her that made no sense because we did go and the hotel bus took us and brought us back. She then asked if we had picture proof we went and needed to see our photos, what in the world! The parks are super cool, we liked Xel Ha and Xplor Fuego the most. My overall take was the hotel is flat out beautiful, the river was cool. The wait staff is doing their best and super nice. Oh, they do a wonderful marketing job, maybe that’s the issue, no way to live up to the hype. My advice is do a hotel like Garza or Ziva and sign up for the parks on your own. I don’t regret going and I rated it as average because we still had a great time but we won’t be back. They had a really good future booking deal upon checkout and they acted shocked I didn’t do it. The girl seemed offended I didn’t jump to sign up.

  Jul 14, 2025