Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

13954 reviews

• 

  THE WORST CUSTOMER SERVICE!!

  THE WORST CUSTOMER SERVICE!! I recently made a booking with free cancellation. It has been over 3 months since the cancellation and I still have not received my refund. I have e-mail records from 2 months ago requesting the refund to SANTIAGO DIAZ SANTANDER. Hotel Xcaret's customer services gives me the run around and just stops responding despite 3 consecutive follow up emails. I then call customer service and speak to MARTA LOPEZ who is completely unhelpful. She refused to let me speak to a manager and insisted that the only resolution is to email the same email address that I have been emailing for months. She essentially kept repeating the same statement and then finally said that she would have to end the call because there was nothing else she could do. I've never gotten on a customer service call and actively been hung up on. I have stayed at this resort 3 times in the past without issue and was hoping to go back but this extreme lack of helpfulness across multiple customer service channels puts a bad taste in my mouth and I will never go back.

  Feb 21, 2025
• 

  So long Xcaret! ✌🏼✌🏼

  🌍 So long Hotel Xcaret, it’s been a good ride 🌍 We first visited Xcaret in 2018, just after it opened, and it was like nothing we'd experienced before. As avid travelers, we loved how unique this destination felt, especially with its easy access from the East Coast. The hospitality of the staff was always genuine, and we quickly fell in love with the property. Fast forward to our sixth visit…Xcaret Mexico snd Arte remain stunning and a fantastic destinations, however, we’ve noticed significant changes. The crowds have grown year after year, and what once felt like a peaceful retreat now has a more touristy vibe. As much as we love the food (which is always amazing!), we noticed the staff were struggling to manage the increased numbers. Restaurant reservations can be tricky. The grounds are still beautiful, and it’s a perfect spot for weddings and corporate events. Unfortunately, staying at Casa Viento wasn't ideal due to the loud noise coming from the DJ. The bass thumped until 11 pm, and even after being moved to Casa Espiral, the same thing happened the next night. It was especially frustrating since we were paying $1300 a night, and the management was slow to respond, offering only an apology. We are early to bed, early to rise. We also wanted to share some thoughts on the spa experience. While we love the spas at both Xcaret Mexico and Arte, we were shocked by the recent price hike. A 50-minute massage jumped to $270 on Feb 15th and the 80-minute one is now $342. The hydrotherapy went from $30 to $60, and while the spa is nice, these prices are steep—especially when my massage was rushed and ended after only 45 minutes. Additionally, the time it takes to get to the airport keeps increasing. We were advised to arrive 5 hours ahead this time, which felt excessive. While there’s been talk of construction, I didn’t see any happening during my tecent two visits. The bus ride itself took about an hour, and we scheduled it four hours in advance. I know they need time to turn the rooms over but five hours seems very cautious. We stayed five nights and only received one little basket with turn down treats. No biggie but I know this means a lot to folks who are looking forward to their visit. Lastly, the timeshare sales experience has definitely evolved. When we first visited in 2018, the lowest price for a membership was under $30,000. This year, the entry price was $97,000, and we were passed between multiple salespeople. After enduring the pressure, we were offered four nights for $2,349, which seemed fair, but I can’t say I’d want to deal with that again. In summary, Xcaret is still a beautiful and unique destination, but growth has brought CHALLENGES for the hefty price tag! If you're planning a trip, you’ll likely have a fantastic time, but keep in mind the growing crowds and higher prices. I’m curious to see how the new hotel opening in July will accommodate everyone! 😳 So long, Xcaret. It’s been a great ride, and we’ll always cherish the memories. Best of luck with the next phase(s) of growth and Xpansion. 😉

  Feb 20, 2025
• 

  Not worth the money.

  The reservation process is very confusing. If you don’t care about money and feel is ok to be charged for many experiences you’ll never enjoy, then this is your hotel. I called and asked for prices on different occasions and was given higher prices over the phone vs going directly to their web site. I wonder how many people have over paid for not asking the right questions. Representatives seemed confused about packages, attractions, things to do. They also seemed to be annoyed for questions regarding our stay. I’d suggest you explore other options in the area, more fairly priced, with an actual sand beach, less crowded restaurants, more variety in their culinary offerings, and with the possibility of having the parks you want included (not all of them which you won’t have time to go but still would be charged for).

  Feb 20, 2025
• 

  Best vacation ever!

  Resort felt like if I was in a movie. From the moment they picked us up from airport, they offered us drinks. As we arrive at the hotel they greeted us with a damp towel to refresh ourselves and with popsicles. Service was outstanting and food was delicious. It has many choices. Employees were super friendly and helpful. You will never be bored. Highly recommended.

  Feb 19, 2025
• 

  Unbelievable resort

  This resort is amazing! I’ve never been to a hotel that’s as nice as this. The hospitality was wonderful. I loved my time here. The weather was beautiful. The water was so clear. The food was so good.. The people were so friendly. The rooms were beautiful and very nice and comfortable. The only problem was the check-in was frustrating because it took a long time. The beautiful caves and water near the beach was unbelievable. I would recommend this 100%.

  Feb 19, 2025