TripAdvisor Traveler Rating

I have been staying at the Karthi hotel since 25 December. On the morning of 28 December 2025, I accidentally left my black Macpack backpack in the lobby area near the reception desk. I departed the property by taxi at approximately 11:10 am. At around 11:35 am, I realised that I had left my backpack in the reception area and immediately contacted the receptionist (Dewi). I spoke with her directly at that time and informed her that I had left my backpack in the lobby area. During the phone call, the receptionist asked me to describe the backpack. I described it as a black Macpac day pack, approximately 20 litres in size. The backpack contained cash in the amount of approximately USD 450–500, in 20-dollar notes. The receptionist stated that she was busy attending to customers at the time of the call. However, it was later confirmed that there were no guests checking in or checking out during that period. I later followed up in person with the receptionist regarding the missing backpack. She informed me that the security camera storage was full and that the seating area where I had left the backpack was not clearly visible on the security cameras. This explanation does not match the layout of the lobby, as security cameras are installed, including coverage of the seating area. Despite multiple attempts to obtain assistance, the backpack has not been recovered. At the relevant time, the lobby area was occupied only by hotel staff, with no other guests or members of the public present.

We had a great time at this resort. The upgraded Mexico 2 made the resort go from 10/10 to 20/10. The food alone 10/10. All the new restaurants excel in quality, service and thematic setup. Here are 4 staff member who excelled at their job and provided amazing service and hospitality. 1. At Chupe Night club 12/04/2025 : Arturo He kept our drinks going, was able to follow up on all our drink requests and even remembered us the following night. It's that type of service that makes you feel welcomed and appreciated. 2. At Arriba Baja restaurant 12/06/25: Daniela She was very accommodating from the moment we sat on our table. Was very patient with us to explain us the different dishes they offered. Gave us lots of detail in their available drinks. Gave us all the right recommendations to have a very amazing dinner. She made plenty of trips to make sure we had everything we needed. I wish more servers were as dedicated as her. 3. Xailing Cozumel ferry transfer 12/06/25: Miguel He gave us exceptional service and attention. Gave us a thorough explanation of the many things Cozumel has to offer. Lots of tips and advice to make our trip to the island way more enjoyable. He was very knowledgeable with the dynamics of the Island. It's this type of attention to detail that differentiates great tour guides to your average guide who doesn't really care if you have fun or not. Miguel wanted us to u hoy our trip and have as much fun as we could. Thanks to all his advice we did!! 4. Muluk spa 12/07/25: Joanna and Luz We went for a much needed spa massage. Not only was the massage amazing and so relaxing. These professionals were super kind, welcoming, supportive, and friendly. They made our 1hr experience feel amazing. Will definitely go back there and request them. It's one thing to have a job that requires you to be a professional and another where you enjoy your job, put extra effort and make sure your clients feel like their money was well spent. 10/10 Our entire stay was amazing. From visiting the parks Xenses, xplore by bike riding to Xinema having some of the best pastor tacos ever. The resort had put a lot of effort on every restaurant's offering and accommodation. You can tell by their specific menu and drinks. It's worth every penny staying at this resort. All their pools and lounge areas are clean and comfortable. My ONLY GRIPE that I had happened on 12/27/25 room service request at 8pm(we did the call request at 6) My son requested some tacos and a burger. 4 hrs passed and we never got the food. We called room service and they never picked up. Simply unacceptable and very poor service. Our concierge did mention not to try room service because they were struggling, nevertheless room service is literally ONE OF THE BEST FEATURES OF THIS RESORT. To negate us of this is cringe. Either offer it and have it perform as it has in the past (we've been here 7x) or don't offer it at all. The straw that broke the camels back on this is how after giving up and not getting our food, we walked to Xinema to grab a bite since by 10 a lot of restaurants were now closed. While on our way there we see a staff member with a cart delivering food to one of the rooms on the new building smh lol that's how I knew they weren't down and simply lacked on us. Unforgivable lol. Fix this Hotel staff. Room service is one of the best things this resort has. My son loves it! The food menu is actually very good. He says it makes him feel like royalty lol. So yeah work on this please. Other than this our experience was great and will definitely continue to visit. Our fave Cancun distination hands down

I have just got to the hotel. Absolutely furious. We Put in requests a month ago and talked to numerous people via phone and email. We have just been informed after spending 20000 dollars on our family vacation there are no reservations at the restaurants we want available. The lady walked away from us and did not even show us our room. We have been here 15 mins and have as an awful experience. My husband and I are not happy.

DON‘T EVER BOOK THIS HOTEL???!???!???! Luxury price, but serious operational failures ruined our stay ????,?????????????? ? Restaurant reservations – complete failure ????:???? We chose Hotel Xcaret Mexico expecting a premium, well-organized luxury experience. Unfortunately, this became the most expensive yet worst-serviced trip we have ever had. ???? Xcaret Mexico ??,????????????????????????????????????????? One month before arrival (in November), I emailed the hotel to reserve restaurants and activities and called twice to reconfirm. Each time, I was clearly told everything was confirmed. ???????(11 ?),????????????,? ???????,?????????“????”? Upon arrival, we were informed that nothing had been reserved. The manager on duty said he could not help and claimed all restaurants were fully booked for the next two weeks. He promised to send a revised itinerary to our room the same day, which never happened. ?????????? ??????????????????,?????????????,????????????????——???????? Later, we personally walked to the restaurants and discovered that many actually had availability, showing this was a management and coordination failure—not a capacity issue. ?????,?????????????,????????????,?????????,????????????????? ? Room service – consistently unacceptable ??????:???? Throughout the entire stay, room service wait times ranged from 90 minutes to over 3 hours. Orders were repeatedly sent to the wrong room, lost, or claimed to have never been received. ??????,room service ???????? 90 ??? 3 ????,????????????,????“?????”???? No meaningful solution was ever offered beyond brief and insincere apologies. ????????????????,???????? ? Major maintenance issue – no hot water ??????:????? On our third night, our room completely lost hot water due to a plumbing failure. From 11:00 PM onward, we repeatedly tried to contact concierge, but calls were either unanswered or disconnected. ??? 3 ???,??????,???????? ?? 11 ??? ???? concierge,????????,???????? After returning from activities soaked in saltwater, we were unable to shower and had to wait until 3:00 AM before a manager finally moved us to a smaller room with a worse view, simply so we could rest. ???????????????,?????,???? ?? 3 ?,???????? ??????????,?????????? ? Ongoing system errors & zero compensation ????????,????? After the room change, the phone system still displayed an incorrect room number. Despite informing management and being told notes were added, services continued to be sent to the wrong room. ???,?????????????????????????,????????,????????????? No refund, compensation, or meaningful resolution was ever offered. ?????,?????????????????????? ? Final note ???? We have formally submitted this entire case to PROFECO (Mexico’s Federal Consumer Protection Agency) seeking fair treatment. ????????????? ???????????? PROFECO,???????? The resort may look beautiful, but behind the scenes, the operational failures completely overshadow the experience. For a property at this price point, this level of service is unacceptable. ????????,????????????????????????????,??????????????

Best trip ever and hands down the best service we’ve ever experienced! Adriana Girrido, Beatriz Ugalde, and Ivan Melendez went above and beyond in every possible way. There wasn’t a single thing they couldn’t help with or accommodate. Their kindness, professionalism, and attention to every detail made our stay unforgettable. All food was exceptional and delicious. We truly loved the junior suite with access to the Fuego building (highly recommend) we can’t wait to come back.