Hotel Xcaret Mexico

Ben Thomas

We booked a 7 night stay for our 20th wedding anniversary through Costco. I emailed the hotel twice, even tried to have Costco contact them but no response. We arrived and then waited almost 5 hours in multiple lines to ensure our booking was correct which it wasn’t. We were told they no longer do prior restaurant and excursion bookings unless you are a paid member. They sent a small dessert and it said “happy birthday” which was entirely wrong. We paid roughly $15,000 for this trip and feel we were baited into something that doesn’t not exist. Buyer be aware and read the reviews before booking.

R K

Beautiful resort — absolutely massive (you can easily get lost exploring)! The food overall was about 3/5, but room service was excellent (5/5) and housekeeping came daily, which we really appreciated. Communication with staff could be a bit tricky at times since we don’t speak Spanish. Several of the directional signs around the resort weren’t very clear, which made it hard to find certain places — locating Bio was especially tricky, and we had to ask multiple staff members for directions. After it rained, a large puddle of water would collect outside our room and wasn’t cleaned up for quite a while — I almost slipped there a few times, so that’s something to watch out for. The shuttle buses between the hotel and parks were super convenient — they run every 20 minutes and make getting around effortless. Our favorite restaurants were Teatro, Costeru, Bio, Xin Gao, and Tama-mon — all had great food and service. We also tried Mercado, Trajnera, La Xentral, and La Cantina. We didn’t enjoy the buffets as much (like Mercado) because most dishes weren’t clearly labeled as vegetarian, which made it harder to choose. Also, while the staff asked about our dietary restrictions at every restaurant, the buffet staff didn’t offer much guidance on which dishes to avoid. They simply noted our restrictions but didn’t assist further, which made dining a bit confusing. Tip: Email the resort before your trip to request a wishlist. It’s really helpful for reserving certain parks and restaurants in advance, as some of them require bookings.

Sandy Alsheltan

It was a dream to visit this beautiful place( heaven on earth) But unfortunately didn’t go the way that I expected. I’m honestly shocked at how bad my experience was at this hotel, especially for the outrageous price they charge. I came expecting top-quality service and a relaxing stay, but instead I dealt with rude and unhelpful staff ( Manager) who clearly couldn’t care less about their guests. I asked for help, I was met with attitude or ignored completely. The whole experience was stressful and disappointing. For what they charge, this hotel should be offering exceptional service — not making guests feel like a burden. I’ve stayed at far cheaper places with much better hospitality. Save your money and book somewhere that actually values its guests. Overall, this hotel does not live up to its “luxury” reputation. food didn’t even taste good.

Kay herrera

I am extremely disappointed with the level of service I received at Hotel Xcaret Mexico. What should have been a smooth and enjoyable stay was overshadowed by the behavior of the guest services staff Brenda Altamirano and the lack of proper management from Gerente Monserrat. Brenda booked me for “dinner and show” at the Teatro little did I know there are 2 Teatros one in Xcaret Park and one in Xcaret Hotel so I showed up at Xcaret park i/o of Xcaret Hotel. Thinking it was for Teatro Gran Tlachco not Teatro del Rio she provided the itinerary only stated teatro and time so me not knowing Teatro Tlachco and Teatro Rio are 2 different events when I showed up to Teatro Tlachco also dinner and show they did not have my reservation for dinner so I thought she only booked me for the show but once I was checking out they mentioned I did not showed up to a reservation i was confused as I told them we showed up to the show but they did not have my dinner reservation and there I realized there were 2 dinner and shoe Teatros info Brenda Altamirano did not disclosed. Brenda was unhelpful from the start when I asked for clarification, she became dismissive and did not address my confusion To make matters worse, the incorrect time she gave me caused additional confusion. When I brought my concerns to the general manager, Monserrat, I expected a fair and professional response. Instead, she immediately took Brenda’s side regardless of the email communication. It felt as though my complaint wasn’t taken seriously at all. This lack of accountability from management was extremely frustrating and completely unacceptable for a resort that claims to offer luxury service they chareged me $150 extra for no show reservations due to Brendas Altamiranos lack of customer service. I chose Hotel Xcaret Mexico expecting excellent hospitality, but the guest services team and management left me disappointed and dissatisfied. I hope the hotel takes this feedback seriously and improves its training and customer service standards, because no guest should be treated this way. Below are the email communications, Brenda clearly disregarded my inquiry and instead asked me not to send a reminder email but it took days for a reply and when she did the info was confusing reason Monserrat charged me $150!! Is cleared Brenda Altamirano has lack of customer service same as Monserrat who blamed me instead of offering an apology and instead in charging me the $150 for no show Reservation The email clearly states Brenda provided wrong info it shoes dinner and show at 9Am !!! i asked her to clarify something she NEVER did, so I called picture of the call with time to guest service I spoke to Cecilia who was very professional and was asked to forward email which I did and was advised a supervisor will call me Back but I never received a call my concern was not addressed and the fee was collected by an unapologetic “general manager” Monserrat who had no intention in fixing the issue but only made me feel stupid and collected the fee.

kylee pickering

Pure. Paradise. ✨ From the moment we arrived, it felt like stepping straight into a postcard. The resort is absolutely stunning — every detail is gorgeous, every view looks like it belongs on a travel magazine cover, and the service is flawless. The spa? Heaven. The food? Out-of-this-world good. Every meal was an experience — fresh, flavorful, and beautifully presented. Whether we were relaxing in the pool, exploring the grounds, or floating into a bliss coma at the spa, it was unforgettable. This is one of those rare places that truly exceeds the hype. 10/10 would happily move in. 🏝️🌿