TripAdvisor Traveler Rating

This was by far the worst resort experience I have ever had. We landed around 7:00 PM. There was zero signage, zero staff, zero guidance for Xcaret transportation at the airport. I wasted over 30 minutes searching, then waited another 30 minutes for the shuttle. We didn’t reach the hotel until about 10:00 PM, exhausted and starving. Check-in was a joke. One person at reception. 20+ minutes of waiting. After that, no escort to the room — we were left to wander a huge property late at night trying to find it ourselves. Food service was a complete collapse. Room service quoted an 80-minute wait. Calling reception led to endless transfers until the line disconnected. After roaming the resort again, I found a restaurant still open serving only tacos with beef so tough it was basically inedible. By midnight, we still had no luggage and no phones were being answered — not room service, not reception. I had to go back to the front desk in person to retrieve my own luggage and beg for food. I was told to “call from the room,” even though no one answers the phone. Only after arguing did someone promise food in an hour. It never arrived. Back in the room, the sofa bed had no sheets, no covers. Once again, the phones were dead. Another trip to reception just to get basic bedding. This is not a luxury resort. This is disorganized, understaffed, poorly managed chaos. No ownership. No urgency. No concern for guests. I regret booking this trip and regret not believing the many negative reviews that warned about the service. If there were a zero-star option, this place would earn it. Do yourself a favor and book elsewhere.

We've visited more than 8 times, and honestly, it's our second home. Excellent service and attention, and our favorite waiter is Rafael from the Las Playas restaurant.

The new restaurant Tama- Mon is incredible. Food was delicious and service was phenomenal. Ricardo was our server and he went above and beyond. Always made sure we were happy. Orlando was super kind and made sure everything was perfect. Great restaurant.

Built out of a dream, this resorts aims perfection in everything they do. At the second day I felt I was in Disney and even better. Food is excellent and super varied. Service and attention are pristine. We stayed and casa fuego which has additional upside in luxury and service.

I have stayed here over 10 times over th past 7 years, have brought 9 other guests "rooms" with me at times, and my extended family (5 rooms) once. It WAS my favorite resort in the area (obviously. BUT I WILL NEVER SET FOOT THERE AGAIN>. Now they are more focused on their. MEXICAN DESTINATION RESORT SCAM, where they lie to you about prebuying another stay for half price. SCAM. We rescinded the agreement within 2 hours. (Mexican consumer protection give your 3 days. They liars got away with it. SO F YOU. Xcaret Fraudsters