Hotel Xcaret Mexico

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 6344 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Amazing

    Reviewed by Jenine M(Westminster, Colorado) on Dec 03, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    During the pandemic this hotel went above and beyond to make you feel safe. Their safety protocol for covid went above and beyond. The hotel is breathtaking and has something for everyone. The workers made you feel like you were hanging out with friends and made the visit enjoyable. We will definitely return! Pros: Chibali restaurant was the best restuarant for food and service. It's a hidden often forgotten gem. The food was amazing. Ceasar, Carlos, Christell,Francesa,Miriam and the gentleman running the omelette station went above and beyond to make sure you had a great experience. They remembered our name and always made sure we had our avocados in the morning. Variety of things to do from kayak, SUP, walks and the parks were amazing. Gabby was our guide for xenotes and she was funny, informative and made sure everyone conquered their fears. Gabby made our visit to the xenotes so memorable. The food was amazing and the taco bar was outstanding. We enjoyed hearing live music again! Opportunities: Check in took a long time. The line was for people checking in and people who had questions. There should of been a quick check in for those who checked in online and a separate section for people who have questions. When you wanted a snack or drink it would be nice to grab something or order it and take it to go and not sit down. We turned down house cleaning but they still came by sometimes twice day. Bio restaurant should have smoothies and bowls for lunch time. The banana nut muffin was to die for!!

    Amazing food/drinks and service

    Reviewed by platefordos() on Dec 03, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    If you want a drink order to perfection, request Alejandro as your server! The food is outstanding, very fresh seafood.! I had the Octopus on a mix of chili sauce and Shrimp in Garlic, absolutely amazing. Cesar and Alejandro were amazing servers!

    Horrible customer service, Manager Julio who didnt have a name tag was extremely rude and insuted us.

    Reviewed by Passenger767581() on Dec 03, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Extremely disappointed. Not only my entire vacation was stress full due to horrible customer service, my kids could barely sleep, I was stressed out. While the hotel is beautiful, the staff is rude and I was not surprised after their Manager Julio who was in charge Sat night talked to me and literally yelled at me telling me I'm welcome to leave the hotel if I don't like it. It started with us NOT getting a river view, when I asked at the front desk that I had booked one, they switched our room to one that was on the main lobby floor where the traffic was constant. Not only guests being extremely loud all night BUT STAFF working &cleaning rooms around the hall way ALL night. I was jet lagged and needed some sleep so by Friday 11:30 PM being woken up 4 times due to staff making noise that you could hear as if it was in your room. I complained and put in a tiny garden view room and was told if I don't like it to leave the hotel. I wanted to cry. If it wasn't for my kids I would have left

    Individual ratings:

    Cleanliness

    Cleanliness-1

    Rooms

    Rooms-2

    Service

    Service-1

    Restaurant Chibali

    Reviewed by Kstravel99() on Dec 02, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    So much fun and so yummy! Armando and Laura were amazing servers! Many options and very family friendly. Their milkshakes were a highlight for our group. Other than that, I had the spaghetti, margarita pizza and chicken salad!

    Restaurant Chibali

    Reviewed by abbieh951() on Dec 02, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Love this place! We had amazing service from Armando and Laura. The food was great and it has a family friendly feel. I loved the pizza, as well as the grilled chicken salad. Great dessert options as well. Thank you!