Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14681 reviews

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  Lifetime memories & Extraordinary Vacation

  It was a fabulous vacation! The paradise ambiance, splendid details, and professional staff were winderful. The staff was professional, courteous, & very attentive. All the parks were excellent. 3 personnel stood out as the best: Valaria of Xcaret Park; Neftali of Pool Concierge; and Alexa Ortega of GSM/cameras. At park, some family were lost and missed rides and Valaria gave great advice find family and attend events. Neftali and Alexa helped locate missing cane, my sister needed to walk, and my jacket to keep warm on airplane back home. THANK YOU, MY FAMILY FELT SAFE AND HAPPY.

  Aug 30, 2025
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  4.5 stars if I could.

  Stunning hotel with excellent Mexican fine dining. I would give it 5 stars only if they could improve: 1) phrase 2 got power outage few times on 08/22 night. OMG in a hot summer night, though power's back soon. 2) thier concierges were not trained well, who always gave wrong info of park activities and restaurant reservation. So does their app. 3) we wish they have more international food options like Italian/Chinese/Franch in terms of a so-called high-end hotel with such an expensive price. Very Mexican style hotel and service, we love it. Though some of their staff don't speak English very well, but people keenly try to help. It's a big and interesting part of traveling. Respecting other's culture and languages is a must when traveling overseas. We would like to praise three of thier staff, who were very kind to us and knowledgeable at their working place. Alexander Herneinder at Chi restaurant. San and Jon at Xel-ha manatees encounter. Thank you.

  Aug 29, 2025
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  Save your money- go somewhere else.

  I will start from the top. We arrived and my husband forgot his phone on the shuttle bus from the airport. We noticed one minute after we got off the bus as it was pulling away. The front desk agent called security and security, spoke with us. They said not to worry, that they would grab the phone and bring it to our room by 8 PM. We have find my iPhone and we could see that the phone was sitting in a nearby area about two minutes away. We repeatedly asked if we should just handle business ourselves and walk over to the phone or get a cab and grab it. They told us over and over not to worry, just to relax, and they would bring the phone to us. 8 PM rolled by and no phone. We checked in with concierge and they had no idea what we were talking about. They told us to come back in the morning. We came back at 7 AM and again concierge had no idea what we were talking about, but tried to Call security. I was at the front desk for well over 40 minutes and concierge could not get a hold of security. Me and my husband had a tour planned that day in the morning so the concierge recommended we come back in the evening to get the phone. We came back to the concierge desk after our tour and again the concierge had no idea what we were talking about. I think it was then that me and my husband realized that the phone was gone for good. We pulled up the find my iPhone app again and saw that the phone was no longer on property that it was four hours away from the hotel. This was handled very poorly. I don’t understand why they told us they would bring us the phone. Not only that we were booked in “ Phase 2” Of the hotel, which is the newer side of the hotel. We booked this trip over a year ago and phase 2 wasn’t even built yet, so I don’t understand why we were put on this side of the resort. They should not have been booking it yet as it was not even finished. There were construction workers everywhere, People painting at all hours and drilling as well. Now thing seemed to be finished. There were these huge water slides that we couldn’t use because they were finished. Not only that, the staff did not know where anything was at; we were constantly getting lost the entire time we were there because people were giving us the wrong directions. Now, after all that being said, this wasn’t the worst thing that happened to us. I left my jewelry box out like a dummy in the hotel room and housekeeping stole my gold chain. I actually gaslit myself for a little bit and told myself that I forgot it at home. When I arrived home, it was not here, which means it was definitely stolen. Some good things that I can say is there are a ton of pools. For the most part, the property that is done is very beautiful and we enjoyed every restaurant that we ate at. Every single server we had knew the menu very well and gave great service. I feel like the only established thing on the property was the restaurants. The concierge and Front desk have some work to do. They need to learn the property better. Ultimately, I would not recommend staying here for the amount of money that we spent. Go somewhere else. Save yourself. Me and my husband were out there our seven year wedding anniversary and All we did was argue due to things that weren’t even our fault. What was supposed to be a really great trip turned out to be crummy. It Should have been fun, but we ended up just being stressed out the whole time.

  Aug 26, 2025
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  Stunning hotel but absolutely horrible service and construction.

  The hotel is stunning and the food is good, but the service is absolutely horrible. It took us almost an hour to check in after a long travel day. They do not come to clean or restock your room daily. When you call, nobody answers the phone. If they happen to answer the phone after letting it ring forever, they tell you they will come but never do. If you go to the front desk for an issue, you have to wait in a long line. None of the employees seem to care or have any empathy for any issues, they just tell you they don't have enough staff and to get back on the line. We couldn't even get water delivered to our room for one whole day. I can't tell you the amount of times employees told us there is not enough staff and looked overwhelmed. If we left plates outside the room to be picked up, they would be there so long, they'd be covered in bugs. There is also ongoing loud construction going on during the day in multiple areas. They shut down the slides mid-stay and we never got to try them. For the price they charge, the level service is absolutely insane. I have had better care at a Holiday Inn and I'm not exaggerating! I would recommend staying elsewhere for the $$$ until they can improve the service.

  Aug 26, 2025
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  Casa fuego

  Sebastián and Gilberto on my vacation on the roof top and bar they were the best in all areas I want to thank for all the hard work and dedication to the service 100 thanks Xcaret Mexico Casa fuego

  Aug 22, 2025