Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14440 reviews

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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
• 

  Worst Hotel Experience Ever

  This hotel was disgraceful. The management and customer service were below standards. The portion of the hotel we were checked into was completely under construction and not ready to open. There were construction crews from 7 AM to 5 or 6 PM daily, and the conditions were unsafe. The room we were put in had no water pressure, hot water, or smelled like raw sewage. When we requested a room change, we had nothing but problems with the hotel staff. They didn’t know how to communicate or accommodate us in any way. It took almost two days for them to give us a room change finally. When they moved our luggage from the original room, they told us it would be at the front desk. When I asked where our luggage was, they couldn’t locate it or communicate with the other part of the hotel we were moving to to see if it was there. After a long day with two young children, this took almost two hours, starting at 11 PM. When we finally got back to the new room, our luggage was mixed up with that of another family, and on the other side of the hotel, they had no idea what was going on. Another primary concern was that my daughter was thrown out of the kids’ club. They denied it when she asked to use the phone to call us. I asked the worker inside what happened and why they threw them out, only to say he would call a supervisor. He smirked and flexed at me and said Talk to my supervisor. We tried numerous times to get someone from management without any success. Other concerns with the sanitary conditions in the buffet areas included workers not using sanitary gloves or handling food bare-handed. We attempted to make reservations before coming to the hotel, but we were unable to because nobody got back to us before arriving. We also had a laundry list of other things that went wrong. The hotel never offered any compensation, except to extend our stay for $3500.00 (USD) when we told them we were staying an additional day at a different hotel. On top of that, one side of the hotel was completely under construction and was not ready to open. The customer service and management were overwhelmed by the influx of guests, and there was no communication or notification about the construction. I am deeply disappointed with our stay, and we are more than willing to discuss this matter further. Additionally, I notified American Express during my stay, but they could not connect with anyone at the hotel, and no one responded after they sent an escalation email. I believe this hotel does not meet the standards I've experienced at other major hotel brands. My family and I frequently travel for work and vacation, and have never experienced anything like this before.

  Jul 10, 2025
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  Costumer serive is horrible

  The place is gorgeous and parks are great but the costumer service for hotel is non existing check in is ridiculously long I was expecting 10/10 service for the amount of money we spent we stayed at a hotel in cancun one day before arrival it was a 3 star and they have great costumer service I will say they parks them self were great the staff there was night and day difference from hotel over all I don't recommend staying there its just not worth it save your money

  Jul 10, 2025
• 

  Disappointed with the Experience – Not Worth the High Price Tag

  We had high hopes for our trip to Hotel Xcaret, but unfortunately, the experience fell far short of expectations—especially considering the premium price we paid (around $1,350 per night). Arrival and Check-In: Our trip started off on the wrong foot with a 45-minute wait for the shuttle outside the airport, in the sweltering heat with no air conditioning. Once the bus finally arrived, we were transported to the resort, only to find out our party of eight was split into two different hotels—half to Phase 1 and half to Phase 2. This was never communicated to us in advance and immediately complicated our plans. Hotel Conditions and Room Issues: Phase 2, where we stayed, is marketed as the “newer” part of the resort. What they don’t tell you is that the buildings are still under construction. Active construction, power outages, and incomplete towers (we stayed at Casa Luna) really impacted our stay. At check-in, which still took 20+ minutes despite the lobby being nearly empty, we were told our request for two queen beds wasn’t available. Instead, we got one king bed and a small futon couch for a family of four (2 adults and 2 kids). The couch was incredibly uncomfortable and came with no extra bedding. We had to call the front desk three times before sheets were finally delivered—at midnight. My child even cut his foot on the exposed metal edge of the couch due to the lack of proper bedding. Dining Disappointments: We were told we needed to have submitted dinner reservations two weeks in advance—something never communicated before our arrival. All Phase 1 restaurants were fully booked. While we were told Phase 2 restaurants didn’t require reservations, the wait times were 1-2 hours just to get seated. This forced us to eat almost exclusively at the buffet. The buffet food was passable—not bad, not great, just average. General Service and Atmosphere: The service throughout the resort was shockingly poor. From front desk staff to restaurant hosts and bartenders, the attitude was consistently unwelcoming. It often felt like we were inconveniencing the staff just by being there. Although Phase 2 looks modern, it lacks the lush greenery and natural beauty that Phase 1 offers. It’s mostly just buildings, and the atmosphere felt a lot more sterile and less lively. Bottom Line: For the amount we paid, we expected a lot more. Beautiful architecture means nothing if it’s paired with bad service, long waits, power issues, and ongoing construction. There are many luxury resorts in the Riviera Maya that offer a far better value for your money. If you’re thinking about booking Hotel Xcaret, I strongly recommend exploring other options. We won’t be returning.

  Jul 10, 2025