Hotel Xcaret Mexico

babatunde cole

Currently staying in the new section of Hotel Xcaret. The hotel is beautiful, the grounds are stunning, and the rooms are stylish. You can tell a lot of thought went into creating a unique experience. That said, a few things are off. The phones in the rooms don’t work, which makes it impossible to call housekeeping, the front desk, or get assistance—other than room service, which is spotty. For a hotel in this price range, that kind of basic functionality really matters. Also worth noting: the room layout is a bit unusual. The bathroom is open concept with no dividing wall, which might not be ideal for everyone—especially if you’re not traveling as a couple. Overall, it’s a great property, but they need to pay more attention to the details that actually make a stay smooth and comfortable.

Monica Martinez Wilhelmus

The food was fantastic and the restaurant service was equally great. The lobby and concierge service is absolutely useless. If you are looking to disconnect and have an easy holiday, this is not it: the luggage took two hours to make it to our room, the lobby never answers the phone, if you have kids good luck having them set up their crib or extra bed, if you want to go to other parks good luck figuring out the transportation (we ended up having to book our own taxis). Also, most of the hotel is under repair and the smell of dust and paint is not exactly the scent I was looking to have during my stay. Our hallway was never cleaned during the 4-night duration of our stay (photos below). I won’t return and invite others to look for other options.

julie mcnair

This was the most amazingly beautiful resort we have ever been to! Cannot be compared to any other all inclusive. No detail is missed in design and decor and landscaping. Every pool is special and different. The lagoon flows through the resort, lots of beach areas, caves and unique swimming. Visually stunning. Great service and lots of top notch dining options. I would recommend to anyone and can't wait to return.

Dulce De leche

Pros: free entry and transportation to parks Cons: We stayed at Hotel Xcaret México (Zone 2) and unfortunately our experience was very disappointing. From the moment we checked in, the customer service was terrible. Room service took over 3 hours to be delivered, and the mini bar was a complete joke—it wasn’t restocked daily, and even requesting basic things like water required calling multiple times (and still waiting a long time). Breakfast was another struggle—you have to wait 30 minutes to an hour just to be seated. On top of that, there’s no AC in the hallways or elevators, which makes it very uncomfortable in the heat. The water slides weren’t even open during our stay, which was frustrating since it’s part of the advertised experience. It’s clear that the new side of the hotel was not ready to receive guests. For the high price point and the hype, we expected much better service and facilities

A K

The new Xcaret compound (Xcaret 2) is a complete joke. It is fully under construction so I’m not sure why they opened it to guests. We have raved about this hotel but no more, we will never recommend it again. Property and Rooms: The outside is a construction zone. There is scaffolding everywhere and construction tape. The rooms are problematic as well, the room lights kept turning on in 30min intervals through the night. The technician could not fix it so my husband had to move rooms at 3:30AM at night. Restaurants: The food and service at La Silla needs to be worked on- it is far below standards. The steak served was extremely overcooked (completely gray, not a hint of pink remaining). The best thing was their avocado appetizer. The staff broke the glass bottles TWICE, and the second one the left on the ground for over 30min. One staff member tripped on apiece and simply picked the piece with his bare hand and threw it back to a pile on the ground. These are that staff should be trained to handle properly. I haven’t experienced this at the other “original” compound. The management’s handling of these issues is nonchalant and incompetent. One of the managers didn’t even show up to meet at the lobby at the time arranged. Later on they wanted to arrange a meeting at our room at 12AM (we have two young kids fast asleep)! This was our third time returning and will be our last. You grossly overpay for what you get. Everything has gone downhill. ————— EDITED: After speaking with Maia from the management team at Xcaret Hotel 1, they offered a solution to rectify our stay. I have changed the star rating as a result, which is in between my original and current rating of the hotel. However, my opinion on the Phase 2 section still stands and it is my hope they can bring it up to the standards of the original hotel compound.