Hotel Xcaret Mexico

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 5499 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Waste of Money. Poor Customer Service

    Reviewed by 353pradeeps(Raleigh, North Carolina) on Jan 17, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Can't book restaurants - All good activities you need to buy - Zero Followup by Staff / Managers. ============================================================================= 1.Hotel tried to put is in a single king bed room even though request for 2 beds was made several times directly to hotel and through expedia. 2. Hotel took 2 hours to get us a room. 3. We could not reserve ANY restaurants as all were booked months in advance. Something no one told us about. 4. Requested concierge several times to help us book a restaurant at least one for our daughter's birthday. Nothing was done. 5. Told several employees at Front Desk and Concierge for a manager to call us. No contact, Not one call to our room, to our cell phone or email. 6. Servers in restaurants when asked for something as simple as ketchup would disappear and not show up again. 7. The excursions were ok. most of the good things you had to buy. 8. When leaving for airport the attendants despite telling them 3 times forgot to load our bags to the bus. We had to stop the bus and get them loaded. The hotel staff has no concept of following up or to get managers involved. For the value you get there are way better priced options in the area.

    Most Amazing Resort in the Rivera Maya

    Reviewed by aprilp1319(Omaha, Nebraska) on Jan 16, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    There isn't a better resort anywhere in Mexico. The service is exceptional! Our butler in Fuego was Roberto, he brought us things before we even knew we needed them. We were there for our Honeymoon after being married at another resort in Cancun. I will never forget going into town with my husband, Roberto insisted we called him if we wanted to leave the resort, he called us a cab and had each of our favorite drinks waiting for us when we got there. He made all of our reservations seamlessly and each time we had dinner, they had a special honeymoon desert for us. The stay was incredible, but he made it over the top. We added to our family while on our honeymoon and can not wait to bring our children back to this fabulous resort, do not hesitate and book you trip now! It is an incredible value!

    Individual ratings:

    Service

    Service-5

    Value

    Value-5

    Worth Every Cent (or Peso)!

    Reviewed by Oldervisitor(Yorktown, Virginia) on Jan 16, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We were in a Garden Suite with a wonderful view from our balcony, Rm 4591. Check In & Out were exceptionally quick and easy. All staff were incredibly friendly and efficient - the baggage handlers, room attendants, bar tenders, groundskeepers, lifeguards, concierges, maintenance and wait staff. The food in the restaurants we sampled was consistently excellent. We used their boat and their bus service to frequent Xcaret Park four times during our week's stay. We were also assisted in arranging a taxi to Fifth Ave. and from there we took the ferry to Cozumel for a day. We are older and did not venture out to the other offered parks. We love Xcaret Park and their "Espectacular" is a grand production which should not be missed. The only thing we did not like was the open bath concept. We also wonder if the new sections under construction will have that same design. We feel it is not at all desirable for most people. We are very thankful to have been able to stay at Hotel Xcaret with its many amenities and for the wonderful Xcaret Park.

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Beware of BED BUGS!!!

    Reviewed by jooheel2020() on Jan 15, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    The experiences at Hotel Xcaret was extraordinary for sure. We enjoyed the restaurants, pools and the parks and tours. However, there was one thing that almost ruined our vacations during and after. On the first day of the stay at Hotel Xcaret, we were bit by lots of mosquitos, like 10 bites each person in my family. Well, we THOUGHT these were mosquito bites. But then they started to get swollen and formed blisters and rashes. We also came to notice the bites were linear. These bites were definitely from bed bugs. We got home last week but we still suffer from the horrible itchiness. We don't understand how this luxurious resort with high standards could let customers get bed bug bites. Especially my 5 year old son's skin had worse reactions to the bed bug bites, which broke my heart. He had terrible itchiness, blisters, and even pus. We sent emails to the hotel with photos for proof, but it took several days to get response from them. I think they should have responded more promptly, with sincere apology. (We never really got an apology, btw. It was more of the explanation on how thoroughly they work for the hygiene and how “some people may have different kinds of reactions fo the contact with the nature.”) So if you are planning to go spend your vacation at this hotel, be aware and prepared for bed bugs before making the final decision. Extra care if you have children.

    Perfect Wedding

    Reviewed by Bex_l_Neal() on Jan 15, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We decided to have our destination wedding at Hotel Xcaret after our wonderful travel agent, Jenn with Vagablonde Travel, recommended it. It was the perfect location due to its family friendly environment and All Fun Inclusive that allows you into the all the Xcaret parks. After seeing the pictures of the hotel, I was sold. My husband and I got married the weekend of October 11th, and stayed for an entire week. We had the best time. There was so much to do and see. We never heard the word “no”. Everyone was so accommodating and friendly. The food was so good too!! On certain days they had a seafood bar out by the pool! It was so delicious! The alcohol selection was top notch as well!! We ended up hanging out almost every night with Abraham Lopez and Magaly at La Cantina. They were so friendly and made the best drinks!! Made us feel like we were at our hometown bar. We also went to the bar near the kid pool and had Ismael make us some shots! Our room was amazing. We stayed in Fuego, Adults only, with an ocean view. We had a jacuzzi in the room and on our balcony. The view was amazing. My cousin got a room in Fuego, swim up with river view. It was hands down the best room. It was right on the little river that flows through the facility, and you could enter the river straight from their balcony. A plus, and a side story, is that they do have a small medical facility onsite which is good for my accident-prone family. The night before our wedding my husband accidentally fell down, and split his elbow open. They were able to stitch him up onsite. I really wish I could thank the room cleaning lady that helped him wash his hair before our wedding, so that he didn’t get his elbow wet. One day we went to Xcaret Park. It was fun. You do get into the park for free and there are a few free things to do, but you do have to pay to do the extra stuff like the underwater trek and swimming with dolphins. Also all around the park and the hotel they have these photo stations where you can get really cool pictures with the scenery just by scanning your wrist band/room key. It was a fun extra add on, but I will say it was very expensive to buy the photos. Hotel Xcaret made the wedding planning process so easy!!! After we booked with them, we were assigned a wedding coordinator. Ours was Medelin Ortiz. She was the best. The only thing we had to pick out was the Florist and the Photographers. For our flowers, we went with Varsovia. Adriana helped make all my ideas come to reality. I was so happy with the way all my arrangements came together, and my floral crown was perfect!! For our photography, we went with Studio Xcaret. I cannot recommend them enough! Cristhian is the best!! They were the best priced, and I am absolutely obsessed with my pictures. In their price they include a photo album and a USB with the photos. I was not expecting to receive the album the way I did. It was sent in a beautiful decorative wooden box. They definitely exceeded my expectations. On the day of the wedding Medelin had everything planned out like a well-oiled machine. I went to hair and makeup done by the beautiful Marianna at Spa Maluk. She was so wonderful. She talked to me about how much she loved her job, and how honored she was that I trusted her to make me beautiful for my wedding day! We had our wedding on the beach. Then our reception was in the Caves. The food was phenomenal. The DJ was great. Unfortunately, during our reception my Mother in law broke her wrist. The crew that was working our wedding did such a wonderful job of taking care of her. Overall the day was perfect!! I do however have to throw in a couple of complaints. First the check in process. For lack of a better term it was very messy. They start the check in process on the bus, and then when you get to the hotel you finish the process. Unfortunately, my Father in law has troubles moving around, so they booked a Fuego Swim up room. When they went to check in, they asked him if he would like to upgrade to another room for a fee. (Come to find out this happened with 2 other couples on the trip) He said no, and then they asked him if he would like to upgrade to a different room for no fee. Finally, it came out that his room had been double booked, and would not be ready until the next day. They were fine with that. The next day they were told to be ready between 8am and 10am to move their luggage to their correct room. They ended up waiting until 1:30pm before anyone came to move their luggage. Second, the stone that paved almost the entire facility was very slippery. It was very humid the entire time we were down there, so it was always so slick. I would highly recommend tennis shoes for all of those who do not get around very easy. If you get the chance to go to Hotel Xcaret take it. We had a blast!!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5