TripAdvisor Traveler Rating

Being a member doesn’t give you any benefits. There is a great sales team that promise you a lot of things during your first trip, but on your second trip you regret paying for the membership. Service and food are great, but every benefit you could get as regular guest you would get as member, so don’t expect anything different. That’s why I say, don’t waste your money on the membership. I’m trying to sell my membership to see if I’m able to recover some of the money lost. / Los beneficios de ser miembros son nulos. No siquiera nos dieron el cuarto que pedimos cuando reservamos. El servicio y comida del hotel son buenos, pero no vale la pena la membresía. Lamentable el servicio en Concierge No resuelven los problemas Prometen cosas y cada segundo haciendo el check in cero sentido común y cero servicio al cliente. En este momento me encuentro buscando vender la membresía para no pasar por estos corajes.

This was my second visit to the property, and it was just as amazing as last year! The service is TOPS- special accolades to Carolina Gonzalez and Adriana Garrido who went above and beyond to make sure I had all I needed every day. Beyond that, the rooms, the food, the pools, the walking/running trails, the view from the top of the chapel pyramid make this an incredible stay. The parks are the major bonus!

Gilberto and Mendez from the pool went above and beyond in customer service to help our family recover a lost item. Muchas Gracias!

This was my first experience at Xcaret Mexico and it was everything you could imagine. I came for a wedding and most of the party had been to the property multiple times before. Mariana took care of not only the grooms but also the wedding party and all 45 guests if there were any questions or issues. I, for example, had my card taken by the ATM upon arrival. Mariana worked her magic and was able to expedite the removal process. 10/10 would recommend and will be back!!

We just returned from a week’s stay and I cannot say enough about this trip. First of all this was our first all-inclusive experience as we are normally cruise people. We were so impressed with the hotel and staff. We upgraded to Fuego and if you can, do. Our king room was very spacious with a balcony overlooking the ocean and had a hammock. I spent a relaxing afternoon in that hammock. Our concierge’s Elena and Andres were so helpful during our stay from reservations to general information they answered any questions we had quickly. The rooftop pool became our daily home. Alejandra and Mario made the week for us. They were incredibly attentive. The pool was always quiet and no more than a dozen people. Fuego guests have access to their own restaurant and pool food and room service comes from there and from others at the hotel we heard that our experience, which was very quick and delicious, was not what others in the main hotel experienced. If tasting menu experiences are your thing try HA. It’s an extra charge but a lovely experience for foodies. We are wine lovers and it turns out Mexican wines are pretty good! Note: Cancún airport is a bit of a mess. Luggage took almost 90 minutes to arrive. Plenty of staff and they were very helpful but lots of flights arriving at the same time made it not the greatest welcome. As we had never been before we had no idea what to expect but from our conversations with others who have been in the past this is an ongoing problem. Also the hotel will recommend a five hour preflight departure and that felt excessive to us but apparently there is one road to the airport and an accident can make the 45 minute drive take 3 hours.