Hotel Xcaret Mexico

Andrea Meier

All of the mixed reviews you read about Xcaret are true — the good and the bad. If you go in with realistic expectations, you’ll be fine. Food The food is good, but very repetitive. It also feels a bit stingy at times — for example, they were frequently out of Nutella for crepes. Staffing and food service are inefficient overall, so expect things to take longer than they should. There also seems to be a lot of unnecessary waste. Often it's unclear what certain dishes are, or they just aren’t very good. A huge variety of pastries, but only a few were actually worth eating — people understandably sample several and end up throwing most away. Only Chibali consistently had kid-friendly staples like chicken nuggets, fries, and a fresh grill. The buffets usually had pasta that worked for kids, but again, extremely repetitive. Room service was reliable and ordering from the TV almost always resulted in about a one-hour wait. We never had trouble getting drinks or bottled water. Dining Reservations Chaotic and disorganized. We ultimately canceled ours because our time was better spent on experiences that were actually enjoyable. Hotel Staff & Communication The staff often seemed confused and unprepared, yet still expected guests to follow rules that were never clearly explained. It’s very easy to wander into an “exclusive” section because there’s no signage, and then staff get annoyed that you’re there. We also never received any information about checkout requirements, and staff were irritated that we hadn’t completed everything 24 hours in advance — even though nobody told us. Housekeeping was adequate, nothing special but no issues. Parks & Experiences Completely different experience — organized, easy, and genuinely fun. Totally worth it. Special mention to the staff who were outstanding: Ariel and Jordy (bus drivers) Pepe (cenote tour guide) Moises (bellboy) Servers at the family rooftop pool - also great food here These were the people who really made parts of the stay feel welcoming and smooth. Overall I’m glad we went and we made it work for us, but I can easily see how others could leave disappointed. Managing expectations is absolutely key.

Jessica

I chose Hotel Xcaret México for my wedding because of its reputation for luxury, culture, and exceptional service. Sadly, my experience, and that of many of my guests, was the opposite. From the moment we arrived at the airport, the staff assigned to greet us were rude, dismissive, and unhelpful. Several guests were told their arrival dates were “wrong” even though their confirmations proved otherwise. This happened multiple times throughout our stay, showing serious issues in their booking system. The check-in process at the hotel was chaotic and unprofessional. Many of us were incorrectly placed in different phases of the resort, which created unnecessary stress during a wedding weekend. A few staff members openly ignored us or laughed while refusing to assist. Phones in rooms didn’t work, TVs were broken, and calling for help often went unanswered. Safety was also a major concern. During our wedding night, a group of hotel guests attempted to pull several of my friends away while we were walking to the after-party. The same group followed us into the club and filmed us without permission. One of them even admitted she kept trying to crash our wedding and had taken photos and videos despite being turned away by security. Multiple guests were unfairly fined, including one being charged $400 for a small blood stain on a towel from a scab. To make matters worse, my mother had $200 stolen from her room. The hotel later emailed her saying they “found no evidence” and closed the case, even though hotels normally track exactly who enters each room. By the end of the trip, the lack of service, the rudeness, the constant errors, and the safety issues left my guests disappointed and shocked. I had hoped to show my family and friends the warmth and excellence of Mexico, but this resort made that impossible. I genuinely hope management takes these issues seriously, because the hotel has potential, but our experience was nowhere near the level of quality it advertises. I have emailed the hotel voicing all of these concerns but they have yet to respond.

Dia Janelle

We stayed in Casa vida and had an absolutely amazing time! Service was flawless! I mean FLAWLESS! Everyone is so kind and helpful. Almicar in the lobby helped us set up for a bucket list stay. The property is so clean and there are staff everywhere. It is also very safe! Life guards at every pool and many staff just standing in various points making sure everything is ok. The water park is EPIC! even better at night when it glows. At night, we got lost many times around the resort and staff was always ready to help us find our dinner destination. 🤦every pool had a different vibe and perfectly clean. We were so lucky and walked all the way down to a crystal clean water beach past that infinity pool. The bus pickup for the parks was super easy. There are so many little alcoves and hidden spots that it was blast to search for them. It's a stunning property and we loved every minute of it.

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.

Madelyn Mejia Rivera

My recommendation: pay for the experience, enjoy the hotel, but don’t commit — they’re not worth it. Deeply Disappointed with the Black Membership — Not Worth It I’ve been a member of the Mexico Destination Club (MDC) Black membership for years, and after investing over $50,000 USD, I expected a level of service that matched that promise. Unfortunately, our recent visit was shocking — not in a good way. The treatment we received made it very clear that they don’t care about your safety or comfort — only about their image. While our membership still wasn’t fully paid off, the way we were treated was unacceptable. If you ever raise a concern or disagreement with any employee, be careful — you’ll be treated as a problem, not as a valued guest. Their apologies mean nothing when there’s no action behind them. Over the years, the membership has changed so much that there’s no real protection or fairness for the member. Legal support is minimal, and the policies always favor the company. My honest advice: don’t buy this membership. It’s not worth the money, and the company clearly doesn’t care about its members beyond collecting your payment. Examples of other guests sharing similar experiences: • “Avoid this membership. It’s not worth the cost — the benefits are nearly impossible to use.” (TripAdvisor) • “It’s a FRAUD. Don’t buy it. They promise huge discounts, but the membership isn’t worth a cent.” (TripAdvisor) • Hotel Xcaret Mexico (same group) has poor feedback on Trustpilot — only 2.7 stars out of 5. Bottom line: The idea of luxury and exclusivity sounds great — until you experience how little they actually care about their members. For the amount of money this costs, the service and respect are simply unacceptable.