Hotel Xcaret Mexico - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

14326 reviews

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  Juice isn’t worth the squeeze

  My wife, 3 year old daughter and I stayed 7 nights during Memorial Day week. We secured an Ocean Front Family Suite at the beginning of the year and we were looking forward to it all spring. Because we flew through Tulum, I reached out about two months ahead to secure transportation, to be told to contact them again 30 days out, which I did and secured our ride. However, we realized guest services never connected with us about event & meal planning, so we inquired a few days before our trip. They sent back a PDF listing their restaurants and parks and to let them know what we wanted to do (like it’s that easy for a family that’s never been there??). We were a little ruffled by arriving without a plan, especially after they indicate guest services will reach out ahead of arrival to coordinate these things. The resort has its redeeming qualities and the people there are genuinely hard working and looking to make sure guests have a good time. The property is beautiful and great for walking around (and even between the parks, if you’re willing to walk the trails). Several of the restaurants have a nice menu and the food was generally okay. But the overall value we realized was far less than what we actually paid. For a family with a 3 year old, our options were very limited at the parks (which was baked into our booking fee), and the day care at the hotel (which was open to 10pm or 11pm) required kids be at least 4 years of age so no possible way for a quick date. Most frustratingly, when we arrived and inquired about the cultural dinners, we were told they were booked until the middle of June, practically two weeks after our departure! As salt to the wound, guest services were trying to sell their Xcaret “packages”, offering two free massages. Seriously? Someone dropped the ball, never contacted us to make a plan, and now there’s no chance at the cultural dinner show?? And then the upsell? Maybe I was a little more aware afterwards, but there were other little things that justified scrutiny: - on two occasions, I had selected a bottle of wine (as a buy up, mind you) only to have them tell me they were out and the substituted with an “equal” bottle (one wine was practically undrinkable but still $80 USD). - they came to turn down our beds at 9:30pm. This is supposed to be a family room? - advertised as family friendly, they will communicate this place and the parks are suitable for young children. But most of the areas require 42” and 75 lbs, and you can see 90%+ families have kids 8+ years old. 7 days with a 3 year old is a long time. All told, our experience was satisfactory and we took away positive memories. We enjoyed our time away and bonded as a family. Moving forward, I would likely look at alternative locations to contrast this experience and seek out a resort where the value meets the cost.

  Jun 13, 2025
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  The most beautiful hotel

  The best Resort. We even had a concierge help us plan our trip activities making it less stressful for us she was so helpful and nice if ever in Xcaret please ask for Audrey. We loved her and can’t wait to go back soon!

  Jun 13, 2025
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  Armin is the best

  Absolutely fantastic! We loved staying in the fuego building. Armin took care o all our needs everyday at the rooftop pool!

  Jun 13, 2025
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  Lovely rooms and grounds - food a little hit and miss.

  A really lively hotel and rooms and transitional areas and pools are beautiful. Breakfast of nice some of the food options in the restaurants are average and there seems a lot of staff but a little bit of general grumpiness across the team. The surroundings are nice- lots of seaweed on beach which they are trying to clear but makes it pretty unusable

  Jun 11, 2025
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  Beautiful resort with ugly practices - beware

  I came here with high hopes — but unfortunately, what could’ve been a relaxing vacation turned into a series of disappointments fueled by unethical and predatory practices. Let’s start with the timeshare/membership trap: I was lured to return here under the promise of a discounted stay, only to be blindsided by a high-pressure, 3-hour sales pitch that was in the fine print that I signed (never was verbally told upon the exit of my first stay) which felt more like an interrogation than a conversation. They asked invasive financial questions, trying to push a $250,000 membership, all while making assumptions about how much we “should” be spending on vacations. It was aggressive, uncomfortable, and frankly, not the ecological or family-friendly vision they promote. Then, to top it all off, today I was charged $100 for a tour I didn’t attend — without any clear disclosure that it was non-refundable or that a no-show fee would apply. No verbal explanation, no confirmation, just hidden fine print they use as a shield to justify charging guests without warning. When I explained the situation and asked for the fee to be waived, I was met with cold, robotic policy enforcement and absolutely zero care for guest satisfaction. It’s not about the $100. It’s about a pattern: • Confusing the customer intentionally • Relying on hidden terms instead of transparency • Valuing short-term profit over long-term loyalty I’m disappointed, disrespected, and done. I will not be returning, and I hope others read the fine print, because this hotel won’t warn you — but they will charge you. To management: I hope that $100 was worth it. Because it cost you a lifelong customer and every referral that would’ve followed.

  Jun 11, 2025