Hotel Xcaret Mexico

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 6709 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Best hotel ever

    Reviewed by Y7948ZUashleyw() on Feb 21, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My husband and I just stayed here for our honeymoon and everything from start to finish was amazing. First, I found out like 2 weeks before we left that it is best to make reservations for all of the excursion parks and restaurants ahead of time and that’s where Nidia came in. My husband and I planned out each of our days/nights but because it was kinda of last minute when we called to book, some of the excursions/dinners we had planned for certain days were already booked. Nidia was absolutely awesome with helping me. She was able to book us everything we wanted to do and completely helped me rearrange our schedule so that all of the dinners we also wanted worked out with our longer excursion days. I think she must work 24/7 because no matter when I called she was always there to answer all my questions. She made booking everything so easy. Finally it was time for our trip (I’m a nervous traveler) but when we arrived everything was so easy and already taken care of. We were picked up from the airport on a large, clean bus(easy to find and greeted so kindly) and when we arrived at the hotel they are there greeting you. I also just need to say - all of the people who work at this hotel are SO kind. Not just kind as in it’s their job and they are just at work, kind as in we genuinely felt like they truly love their jobs and are just happy and want to do anything to make you happy as well. We stayed in fuego the adult section of the hotel and turns out you get personal butlers. Our butlers Jesus Azcarraga & Jesús Vázquez were so kind and helpful. I had his phone number and if I needed anything at all I just had to text him. They checked on us throughout our trip. On our 3rd day my husband stubbed his toe pretty bad and Jesus noticed him limping he got the medic for us (just to make sure it wasn’t broken) and then always asked how he was feeling the rest of the trip. They also hand made us a little picture collage from some of our pics that xsenses took of us - as a cute honeymoon gift. One day we got up to the rooftop pool late and all the chairs were gone so we went down to the lower fuego pool and Jesus texted us when two chairs up top were open for us. Jesus took care of scheduling our covid tests (for our flight back) he took care of our shuttle back to the airport and our checkout process. I literally could go on and on about how amazing we were treated. I can also go on and on about how amazing the food is. But since this is already long I will just say totally worth paying extra for Ha restaurant and make sure to check out Xin Gao restaurant. Also, the hotel is so clean and beautiful. Pictures don’t even do this place justice, I am still in awe of just how amazingly beautiful it was. They also do a great job with covid. There is hand sanitizer everywhere and they take your temp before you get on the busses or into the restaurants and they are always cleaning. I really did not want to leave and we are already planning on coming back.

    Fabulous vacation and Wedding Destination!

    Reviewed by karenmS1726EV() on Feb 21, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Beautiful property for a adult or family vacation or a destination wedding. Our butlers Stephanie and Kiyoshi were so attentive and polite and took care of anything and everything from private check in and private departure to making spa and dinner reservations to anything we needed. They reached our every morning to say good morning and asked what they could do to make our day perfect!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    So much to do!

    Reviewed by ErinENak() on Feb 21, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    My husband and I stayed here for 5 days, and it was wonderful. It was our first time to an all-inclusive resort, and we stayed in Fuego, the adult casa. We had access to Fuego, an adults-only restaurant, which was excellent for each meal. We had our own butler, Jesus Azcarraga, who was kind, thoughtful, and went out of his way to make our trip special and hassle-free. A few examples of his excellence: he monitored the check-out counter for me to let me know when it was empty so I could have a faster check-out experience; he drew me a beautiful bubble bath with rose petals on multiple occasions when he knew I was returning from an excursion that included cold water; he tracked me down at one point when I had left my credit card somewhere to bring it to me; he ensured our minibar was stocked with our favorite beverages and removed the sodas and items we wouldn't consume; he made recommendations of the best attractions at the parks; he checked in daily both in-person and over text to see what he could do for us that day. We were overwhelmed by his service in the best way. He texted me when we arrived home to ensure we'd made it back safely, and went the extra mile for us over the course of the week. The parks were magnificent, surprising, and delightful: a sensation-seeker's paradise. The food was really good. Some restaurants were better than others, but the resort definitely defied my expectations of "all-you-can-eat" quality. Beware: during check-in, we were escorted to our casa by a member of the concierge team who sold us on a 90-minute breakfast presentation where she would treat us to a couples' massage afterward. Some kinda timeshare thing but "it's not a timeshare, don't worry!" This whole song and dance took 2.5 hours, was a course, hard sell, and resulted in the gifting to us of one single massage. "We don't even have couples' massages at our spa!" (Yes, they do). We expressed our discomfort to two managers of the concierge team, who repeatedly explained to us that we were wrong. We then received a typed letter from the head of guest services saying he'd like to have a conversation with us, but he never got in touch. This was really disappointing. I'd advise travelers to resist the pleas of the concierge team to attend this breakfast. It was absolutely the low point of the trip, and I'm grateful it happened at the beginning, and not the end of our stay.

    Individual ratings:

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-4

    Beautiful hotel surrounded by issues

    Reviewed by igorsvacations() on Feb 20, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    DO NOT WASTE YOUR MONEY OR AGGRAVATION. At first the hotel is gorgeous with stunning views and waterways but that’s the highlight of it. I was checked into a room which they knew had existing issues with the air conditioning and we found out because when we walked into our room after we were checked in.....we happened to walk into our room with a wide open door for a room that’s right off the stairs and elevators and someone working in my room....not very safe. The staff is severely undertrained even the customer service on the phone even didn’t know where the restaurants are. Lastly the Covid test set up it’s a completely atrocious. When I checked in I made a reservation that somehow “disappeared” therefore I had to wake up at 7 AM wait in line over two hours and constantly be passed by people who have reservations even though when you ask any type of hotel employees they tell you that you don’t need reservations and this confirm by several others of the 40+ people in line. There is no standard operations procedure in order to prevent any covid spread during the testing process....... As you wait in on tight hallways for hours with over 40 people lined up. Once you do finally make it to get tested you they make you remove your mask and sit in front of a wide-open garbage can that has every single person that’s tested dirty tissues. When I finally brought up my concern to any hotel employee every single response I received was “it’s out of our control it’s a third-party company there’s nothing we can do”.......even though they’re the ones that hire the third-party company servicing their guest in their hotel the hotel has no accountability of it. The lack of organization made us miss our transfer ruining our day and making us miss the Xehal experience we were looking forward to. Severely disappointed.

    Better than Disney!

    Reviewed by mimi_tea() on Feb 20, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This resort is amazing. Kinda felt like Disney (but way better) with the wristbands that take you everywhere including all the “X Parks.” We booked Junior suite so we had additional perks including private airport transport (instead of shared shuttle bus): we had a Mercedes van waiting for us to take us to/from airport. We didn’t have to wait for no one cuz they were waiting for us! We had private check-in in a separate room so didnt have to wait in that long line. Again, didn’t have to wait for because someone was already assigned and waiting for us to check in. We also had two dedicated butlers, Magaly and Erick, who took care of our every need. They messaged us at least twice a day asking if we needed assistance with anything. Magaly even set up the outdoor bubble bath (extra bubbles too!) for the kids to relax in after the park, which my kids loved. Our Junior suite was a good size. It had a separate living room (with sofa bed) and separate bedroom. There shower has a steam room option which was unique. Our room had THREE private terraces: 1st terrace had sunbathing beds. 2nd terrace had hammock swing. 3rd terrace had hammock and outdoor tub (perfect for the bubble bath). Our room was also fully stocked with snacks and 5 bottles of alcohol including tequila and vodka. Not only that, Magaly and Erick surprised us for our anniversary with some balloons and wine!! They are so sweet! My favorite part about the hotel and parks is the Xelfies stations!!!! It was so much fun looking for Xelfies photo ops. Not only that, it makes it much easier than having to carry your phone around esp when you are doing water activities. All you have to do is scan your wristband and it will take your pic. Scan as many times as you want. We took over 400 pics. Then we purchased the photo package. Price depends on how many people are in your room plus how many parks you want to purchase pics from. For example, it was $180 for 4 people and 2 parks. It’s a good deal cuz you get ALL the pics from those parks!! Additional perk, you get the Xelfies from hotel for free when you buy the photo package. Now for the most important thing: covid testing at the resort. VERY VERY EASY!!!! Upon arrival, our butler was able to get us appt to do the covid testing. It is free antigen (rapid) test. The butler took us to the medical room which did feel a bit creepy because it was dark and quiet with hazard tape everywhere as well as black trash bags. the medical personnel being very monotone didn’t help either. But whatever got that test over with. Results emailed to me in less than an hour!!! So then I was able to upload the results to the United airlines app which quickly got approved. Now I could really relax without having to worry if we could get back into the US. We will definitely be returning!! Service was good, food was good, everything was good! My kids can’t wait to come back and go to all the other parks. Thank you Magaly and Erick for making us feel special! ??