Hotel Xcaret Mexico - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

15198 reviews

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  Nice but customer service is not great

  I just returned from this Resort with my kids and other family including older adults. The property itself is beautiful—the grounds are impressive, the rooms are lovely, and the bathrooms and showers are superb and feel brand new. Unfortunately, the customer service was extremely poor. We had written confirmation for six passes to Xenotes Park. The day before the excursion, we asked the resort to remove my two older aunts due to the extensive walking, and we were told this was handled. However, the next day, when we attempted to leave for the excursion, the resort’s list showed only two passes instead of the confirmed four. Even though we had written confirmation, two members of our group were denied entry. After speaking with the manager, he admitted the error was the resort’s mistake, but because the park was sold out, they refused to offer any solution. The entire situation was poorly handled and extremely frustrating. There was also a serious security issue. Someone mistakenly entered my aunt’s room in the middle of the night while they were sleeping. Although it was described as an error, this was a major oversight and very concerning. Additionally, this resort is not suitable for elderly guests or anyone with mobility challenges. The property is extremely large with excessive walking and multiple levels. We witnessed an older guest fall while on the property. Golf cart transportation is limited, mostly underground, and does not provide direct service to rooms. The resort is designed more for adventure seekers, not for guests looking to relax. With ongoing expansion, accessibility will likely become even more difficult. Overall, while the resort is visually stunning, it is not well managed and is not appropriate for elderly guests, individuals with disabilities, or anyone seeking a relaxing, low-mobility vacation.

  Dec 26, 2025
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  Mixed feelings with holiday visit

  I brought my kiddos over for holiday break. Here are what we thought. The night we checked in was horrible…. They oversold their rooms (ie likely rooms sold at full capacity while staff is about half or barely over half of the full capacity). Checked in was long painful and full of issues. When we arrived, we were greeted with some offering of popsicles. Though it was appreciated, we came in late and hungry…. Something tangible would have helped a bit more. The long wait was pretty intense. Late, hungry and patience was running low for all, especially they were short of staff and made a lot of mistakes directing folks around. There was a lady who was supposed to pre-check us in. But she couldn’t find us in their system. Argh…. Why? They also don’t provide much info over resort during check in. You are directed to concierge for a walk to your room/intro. Here are some issues: the guy who showed us around told us except for the steak house, we don’t need reservations at their restaurants. That info was outdated… apparently, 10 days ago, they now require reservations on most restaurants. This guide also didn’t point out key info to us. We didn’t know about the bus stop etc, which is critical. We were also told that it would take more than 2 hrs for room service. So tired and hungry, we went to their buffet. It took long time to check in to wait for another 20 min before we were seated…. We received zero service for that dinner. To make it worse, after fetching some sweets with my kids, my hoodie was gone…. Their security took my hoodie…. We asked around and were told by their servers that oh… sorry . It was lost it is lost. We caught up with folks at front desk and were placed on a call with their security people. They were asking where we were…. Well, we are new. There was only limited info we could provide. The person who got us on the call also walked away, leaving me alone on the call…. Anyways, we waited for another 15 min before someone brought over my hoodie. At midnight local time, one can imagine this is not a normal nor pleasant experience. Walking around, we ran into a lot of equally lost people. I feel that we formed a support group off the ground. Though first night was rough, we did start to grow loving the place. Since it got connected to a number of the parks, and the resort is huge, the resort itself never got too crowded. Some of the tips: two ways to get to the parks, one through the bus station next to the central buffet with pink bus nearby. Buses on platform 9 running to Xcaret every 20 min almost all day long. Boat runs every 30 min. On the first floor is their inner river, we sort of enjoyed swimming around. Second level is where pools are most located. There is a small snorkeling area on site. I tried their gym. It is 24 hours and well equipped and maintained. Their buffet is a hit and miss. They got amazing pastry chef and loves doing flan with chocolate shells. Loved it. Grilled seafood was good. Their steak temp is not very consistent (eg I ordered medium well for kids and got medium rare etc). Staff are mostly amazing and super friendly. They are prob used to lost guests. Some structure is used and not working (most on resort camera things are not working). I had an issue with a lady at concierge who didn’t seem to be willing to help. I had to push really hard to get her help me out. So be aware of inconsistent service and may need to try different people. Room itself is great and we all appreciate the hammock. Beds are comfortable and very clean. We overall enjoyed our stay. Word of advice…. Don’t come here during holiday season….. or be prepared for some inconsistent services or lack of services. Free access to all parks is well worth the price. We enjoyed the park and the onsite facility, also most of the staff here.

  Dec 25, 2025
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  Beautiful resort

  A beautiful trip! Will say that 3/10 of us got sick with a 12 hour illness but it’s kinda inevitable. Would definitely recommend activated charcoal and/or probitiotics prior to your visit. Xenses was our favourite excursion, followed by xenotes, xel ha and then Xcaret park. The resort itself has so much to do. Look for the hidden slides around the lagoons. Service is great at all of the restaurants. If you want to use the bikes they are by lobby 1 in the parking lot. Important to know that they may not let you bike out if the pavement is wet. Buses typically leave around 10:30 to go to parks and same for the boats. Buffet food was good! A little difficult to get water. You can go snag a bottle from the gym or fill your bottle near the garbage with the filter system. My number one suggestion for this trip is to bring medicine. Gravol (motion sickness), imodium, anti nausea, pepto bismol, tums etc. if you get motion sickness please take medicine before the xenotes bus and on the way home on the xenotes bus. There is also a chance xenses may make you sick! There is a town that you walk through that feels upside down and backwards and very trippy. Lots of illusions that can make you dizzy. Overall this trip was beautiful. Highly recommend and we all had an amazing time

  Dec 24, 2025
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  Worst all inclusive ever visited terrible service and food avoid avoid avoid

  Such a shame as beautiful location and staff try their Best but they have expanded without enough places or staff to cater for guests. No water was provided, no one answers phones, can’t get reservations anywhere so as consequence you don’t get to eat without waiting hours then food is gone.

  Dec 24, 2025
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  Don’t be fooled by the instagram videos

  Hotel Xcaret Mexico looks impressive, but the service is among the worst I’ve experienced at a 5 star resort. Restaurant management is completely dysfunctional. We waited up to two hours to be seated for dinner. On another occasion, we were told to wait at least 30 minutes for a table at a half-empty buffet restaurant. A 30 minute queue to enter the breakfast buffet is also standard. Housekeeping was inconsistent - rooms were cleaned intermittently. Reception is overwhelmed and inefficient. There are huge queues at the front desk, and calling doesn’t help. I waited 30 minutes on hold with both reception and room service on separate occasions and gave up when no one answered. Staff generally and management in particular are indifferent to guest frustration. The resort is visually impressive, but that does not compensate for the poor organization and lack of basic service. For the price being charged, this level of service is unacceptable.

  Dec 23, 2025