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.

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.

Melanie Romero

We stayed at Hotel Xcaret for a week. The views were stunning and our room was beautiful. We really enjoyed all the activities — that part truly lived up to our expectations. However, we were very disappointed with the food. One of the main reasons we chose this resort was because they advertise exceptional dining, but unfortunately the food did not meet those standards. What made the dining experience even worse was the service. My husband and I speak Spanish, and every time we would speak to the staff in Spanish, they would switch to English once they realized we were from the United States. Many times we couldn’t even understand what they were saying because we were trying to communicate in Spanish, our first language. It was confusing and frustrating — we didn’t understand why we couldn’t simply speak Spanish at a resort in Mexico. This happened mostly at the restaurant near the beach. It made us feel uncomfortable and took away from the experience.

J

We stayed at Hotel Xcaret Mexico in August 2025 and had an extremely disappointing experience with their customer service and refund process. On August 25, we upgraded from our original Garden Suite to a River View room, but the upgraded room’s floor was flooded with water. We immediately requested to move back to our original Garden Suite the next day (August 26), and the front desk confirmed the change. They clearly told us that we would receive a $420 refund within 30 days and said there was no need for a receipt because it would be processed automatically. However, it’s now been months — no refund has ever been issued, and the hotel has completely ignored our follow-up emails. We even filed a credit card dispute, and shockingly, the hotel denied ever agreeing to the refund, despite our documented request and their verbal confirmation at the front desk. This experience has been incredibly frustrating and unprofessional for a resort of this caliber. The property itself is beautiful, but guests should be aware that the hotel does not stand behind its promises or respond when issues arise. I hope management takes accountability and improves their communication and refund process so that future guests don’t experience the same.