Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14440 reviews

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  Fun Family Vacation

  Xcaret México was amazing! The new hotel buildings had lots of fun activities for kids and rooftop pools to enjoy. The restaurants are always top notch and the hotel staff are always kind and friendly. Our butlers were wonderful!Thank you Rebeca Arvizu, Juan Pablo Velasquez and Daniel Elkhoury for working together to make our trip relaxing and memorable. They help coordinate reservations and made our birthday celebrations extra special. And thank you Ana at the Luna rooftop pool for taking care of us and making my daughter feel special on her birthday 🎉!

  Jul 13, 2025
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  Wonderful experience. GSM Manager Alan Grande went above and beyond

  This is our 2nd time visiting Hotel Xcaret Mexico. As a Mexican, I appreciate how this hotel embraces and celebrates Mexico. Our experience was wonderful because of Alan Grande. He is a GSM Manager, and he went above and beyond for us. He truly is a great asset to this hotel and truly and genuinely cares about the guests and their needs. We want to thank him deeply and hope to see him again in our next visit.

  Jul 13, 2025
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  So disappointing

  It’s been years since we took a family vacation, we were so excited. We submitted our restaurant and parks reservations a month in advance. None of our requests were confirmed. After sending several follow up emails, 5 hours on the phone trying get ahold of guest service and we were finally told they were going to happen. Upon arrival, check in took 45 min at which point we were told rooms are not ready, it’s 3:30. Check in is at 3. We were told our rooms will be ready in 30-60 min. We left to eat. Came back an hour and a half later had to wait in line again, only to be told rooms are not STILL NOT ready. Finally at 5:30 we are given rooms and bands. Even tho we asked for rooms to be close they cannot honor that request either. They put us in two separate buildings. Our second morning we came back from breakfast at 10 and there was a horrible sewage smell coming from the bathtub. Went to front desk, told them and they did not act surprised. Read some of these reviews and you will see it’s a thing. I asked for a new room. I’m told we can leave the room and they may have a new room for us by 5pm?!? I was in shock! I worked in hotels. I know how this works I knew she had plenty of Rooms to spare especially with the new section opening. I had to keep pressing her. It was never offered! She finally walked away and must have gotten permission to give me a room. Bottom line is they are not staffed to handle the new opening. It’s very clear from the moment we arrived. We were given wrong directions many times. Lots of staff do not know where things are it’s a mess. For what we spent and what we got it’s just not worth it. It’s beautiful no doubt but they are overwhelmed and the staff is not ready and they just seem like they don’t care. Pack your patience if you are heading there soon.

  Jul 13, 2025
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  Go somewhere else!!!

  What a horrible experience from beginning to end!! They are just not ready for the recent expansion. We booked this trip more than 6 months prior to travel and requested an adjoining room with my cousin which we were not given. We began the check in process, were told the rooms were not ready yet, go have lunch and come back. When we came back the staff we had been dealing with left for the day and didn't leave and notes in the system. We had to start from scratch and check in took over 3 hours! While going for lunch we noticed a significant amount of construction still ongoing and requested to be moved to the main side. We were told no rooms were available there but were promised all pools, restaurants and amenities were open on the new side. Lies! Pools were open but slide was not which was obviously disappointing for the kids. Most bathrooms were under construction. Only a few restaurants were open. Customer service was non-existent. We were told there was 24/7 room service however no one ever answered the phone. We came back at 11:30pm from Xplor fuego expecting to get room service as the buffets all closed. We tried to order room service through the app on the TV however it was never delivered. No one ever answered the phone for the operator. No one answered to get the minibar restocked. No one answered for housekeeping. NO ONE ANSWERED AT ALL!! We demanded to be moved to the main side and were finally moved after 2 nights. Again did not get adjoining rooms as requested. The service was slightly better. Phones were answered on this side. Room service existed but took more than 90 minutes for delivery. I spent 45 minutes in concierge cancelling the Isla Mujeres excursion because they put us on the ferry instead of the catamaran I requested. Upon check out they tried to charge me $99 for a no show for the ferry. When I explained I had cancelled with concierge I was asked for proof which of course I was not given. Needless to say I did not pay that. The only plus was the grounds were beautiful on the main side. They new side looks very modern but almost like a concrete jungle. We complained to many managers and staff members multiple times and were never provided any resolution. Just go somewhere else!!!

  Jul 13, 2025
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  Deeply Disappointed – Worst Hotel Experience Ever at Hotel Xcaret

  We had high expectations for our stay at Hotel Xcaret, but unfortunately, it has been the worst hotel experience we’ve ever had. While we were given a room upgrade, the overall guest service did not improve at all. Getting in touch with anyone from the front desk or guest services was nearly impossible—no one answers the phone, no matter how many times you call. Our room was dirty upon arrival and was never cleaned during our stay. Towels weren’t refreshed, and the mini fridge was never restocked—not even with basic essentials like water. To make matters worse, we were moved to the newer part of the hotel without our consent, which turned out to be under active construction—loud, unfinished, and inconvenient. This entire stay has been a huge letdown. Despite the beauty of the resort, the lack of basic service, cleanliness, and communication is completely unacceptable for a hotel of this caliber. We expected so much more and unfortunately would not return or recommend it.

  Jul 11, 2025