Hotel Xcaret Mexico - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

15174 reviews

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  Family Fun Resort Highly recommended

  It’s a resort that has to be seen, from hidden pools and beaches, waterslides into the lazy river it’s a very unique place that needs to be experienced. The concierge Alan was great to deal with get what’s app and the number of one of these guys for bookings! Rooms were great I do recommend a swim out or river jump they are just that special. They are the cleanest rooms we have ever experienced. Housekeeping ect was every day and top notch. As we were with kids 98% of food was buffets and room service. When we did book a restaurant it was as good as it gets “Arriba Baja” The access to the parks is all included and was seamless Xplor, Xenses and Xcaret are all onsite and 5-10 min bus rides no pre booking just come and go as you please all day. You have to book Xel Ha, Xnotes, Myan tours ect they are full day tours. Now what would I change? Restaurant booking is still through concierge and so is the tours. At palace resorts restaurants can be booked through the resort app this is a major thing missing here. The ability to pre order breakfast room service before heading out for activities not a thing here that exists at other places. The only other thing to change is the resort app it might be the most unfriendly app I’ve ever seen. You can know where you want to go and the name of a restaurant and still have trouble finding it they can do way better with that.

  Dec 18, 2025
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  Anniversary Ruined by Failed Restaurant & Park Bookings

  Very disappointing experience with restaurant and park reservations. We emailed our wish list weeks in advance and followed up by phone a couple of times (including a call with Eduardo), and were repeatedly assured that our requests would be booked. When we arrived, however, none of the reservations had been made. The hotel was unable to accommodate even a simple dinner for two on our anniversary. Not recommended.

  Dec 18, 2025
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  Frustrating pre-arrival booking (be careful!)

  I booked my trip through Costco on Nov 27 for 5 days stay. I was expecting an email from them to offer any pre-bookings for the restaurants etc, but I did not get any (maybe bookings through Costco are not setup for that, which is a BIG problem). Anyway, I reached out to the hotel to inquire about reservations on Nov 30 and got a ticket created email, but never a reply. Not hearing back for a few weeks, I called the hotel directly on (Dec 13) and after 5 different calls, disconnections and unenthusiastic service I was able to get a form to fill which I promptly filled and sent back in a few hours. I did not hear back again from the hotel or the staff. I called again to follow up (3 days after I sent the filled form). I was told that none of the restaurants that I want to experience are available. This is not the experience I was expecting from a 1000$+ night hotel. I am staying there for 5 night and very flexible on the time and day. Looks like I am not unique in this frustrating experience and there are many others who have complained about it. Looks like they oversell the place and don't have enough reservations. Consider some other better resorts like Grand Velas or Palace, where we always had a A+ experience!

  Dec 16, 2025
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  Xcaret membership purchase scam

  We loved the hotel itself—beautiful grounds and excellent amenities. However, our experience with the Xcaret membership was extremely disappointing due to how the company handled our refund request. After paying an advance deposit, we decided to cancel the membership within the period granted for it. Despite acting in good faith, our refund was denied. The company pointed to specific clauses and ambiguous language in the contract that allowed them to keep our deposit. These loopholes included vague terms about cancellation rights, non-refundable deposits, and complex refund conditions that were not clearly explained during the sales pitch. When we tried to challenge their decision, it became clear that the staff were very familiar with these contract details and used them to justify refusing our refund. We felt misled and frustrated, as the contract’s fine print was only fully explained after we requested our money back. The process felt unfair and not in line with the hospitality standards we expected. **Advice if you’re considering a membership:** - Take the contract home and review every clause, especially those about refunds and cancellations. - Ask for all promises and refund terms in writing before paying any deposit. - Avoid signing under pressure or on the same day. - Use a credit card and keep all documentation. - If possible, have a legal expert review the contract before committing. The hotel is wonderful, but the membership and refund process did not meet ethical expectations in our case.

  Dec 16, 2025
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  Put your money somewhere else where it is worth it.

  I barely have been here for one day, and I am already having the worst time possible. Very understaffed the restaurants have little to no staff, literally ordered a simple coke and it took them almost 23 minutes to bring it. I ended up leaving the restaurant before they even brought it. I took the transportation to xcaret park, and when it was time to go back to the hotel, the bus took over 40 minutes to arrive, it’s kind of crazy that’s I am paying soo much money for a hotel with horrible service. And because there was only two transportation buses I missed out on a reservation for a restaurant by three minutes, and was not allowed inside. Overall horrible service, transportation, restaurant don’t even excuse the late times. Highly recommend going to a better hotel and spend your money somewhere where it’s worth it. Such a disappointment how this hotel has downgraded from the last time I was here

  Dec 14, 2025