I had a pretty good experience at Hotel Xcaret! My husband and I came here for a work trip, and we were very excited when we first arrived. It is a huge resort with 18 included restaurants, bars, pools, and beaches. You also have access to all of the different parks which is an amazing perk. Our room was pretty big with two queen beds. It had a jacuzzi and hammock in the balcony. We didn't have a stellar view, but I can only imagine if you did. I also never thought that I would say this, but room service came way too many times. They would come 2 to 3 times a day, and once even asked if we needed room service at 9pm LOL. We mainly ate at the buffet, which did not need a reservation, and it was pretty good. Our overall consensus was that the food here was very diverse and yummy, but was too salty. We don't drink, so I have no comment on that. The infinity pool was pretty nice, but I wish it had a direct view of the beach. There was a river surrounding the hotel, which blocked the view. The beach was pretty accessible though, and the water was very clear. There was a lot of seaweed in it though and it was more rocky than sandy which made it hard to lay our towels down. Overall, though, the service was great and we had a great time here. I would definitely recommend it because we didn't pay for the trip haha. read more

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Hotel Xcaret is a sprawling complex which consists of several resorts and parks which are located on property. I was pleasantly surprised how clean the resort is and how courteous the service was. Most employees speak English. I speak Spanish fairly well so I had no issues communicating. There are extensive food options including all day buffets, restaurants, group dining and room service. The buffets lean toward traditional Mexican / Yucatán fare, however, it's not overly spicy. The bakery items are fantastic and not overly sweet. The only Michelin restaurant in Mexico is here at Xcaret. So check that out if you happen to visit here. There are several parks which include water adventures, ATV rentals, zoo & aquariums, history, zip lining etc. I was able to go to the Xplor park for an afternoon when I had some downtime. It was interesting and I had a good time. The cemetery was fascinating. I posted some pictures below. There is no shortage of pools here and every hotel section has its own. The main one that over looks the beach area fills up quick in the am. There are two gyms I believe and a spa which books up quickly so plan in advance. The beach is small and it's a bit of a walk to get to. Chairs and loungers get snapped up quickly early in the day. Security here is "air tight." What I mean the grounds are patrolled by armed guards and there are several checkpoints on the roads going in and out. You have to present your wrist band when entering and leaving with the exception of being on the bus. I was there for a corporate trip and we utilized a rental car to transport our executive staff to and from the airport. Even with the stringent security, the process was fairly easy for us. Checkout is a little odd. You go to the lobby with the letter (bill) that they slide under the door the night before you leave. If you owe nothing, you hand over the letter and wrist band and you're on your way. Large groups that arranged transit via bus was a whole different matter. They had those people wait on long lines to hand over the letter and wrist band and then wait for the bus. It looked a bit convoluted and confusing. Overall I personally had a good experience. The food and service were top notch in my opinion. The time I was able to enjoy the pool and park were nice as well. This was a work related trip and I'll definitely keep it in mind for a future vacation. read more

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Stayed for five days and we had an extraordinary vacation. We had a river view room in a Phase 2 casa, which was beautiful and peaceful. Check in was a bit iffy, but once we were settled in the service throughout the resort was excellent and consistent. My group spent half a day at Xenses and absolutely loved the unique and immersive experiences. One night we did Xochimilco and had an absolute blast. Every restaurant we tried was amazing, with elevated food selections you don't usually see at all inclusive resorts. The market buffet was incredible and even featured a cart of different tequilas where you could sample as many as you wanted. On our last day we went to the beach lagoon. It was not super hot because it was mid January but we still had a great time with endless shots and fun energy. I would return in a heartbeat! I highly recommend Hotel Xcaret if you are looking for a true luxury experience that stands out from most all inclusive resorts. read more

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This hotel is very overwhelming (that's if you let it overwhelm you) but it is very nice! There is not a lack of things to do and if you are traveling with family there are plenty of activities for the children. Whenever you stay at Xcaret or the two adults only spinoffs you have several adventure parks included in the price. To me that is an amazing deal considering that if you actually stayed in Cancun, by time you pay for transportation and one of those parks, you could have just stayed at Xcaret. It is well worth the money. The food is amazing-something there for every palate, many places to swim (inlets, ocean, pools). The bed was super comfortable and rooms well appointed. I can't wait to go back. read more

Hotel Xcaret - Water bottles given to you to use to reduce plastic consumption. - Hotels Near Me - Playa del Carmen, ROO

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Great accommodations! Staff was very pleasant. Don't miss an excursion! The taxi services was way to expensive to go to xel Ha. So disappointed on the ability to get to places because it was so remote. Thank God they had mass on site, I would have been deviated to miss it. read more

The magic is waning, but XCaret still is the resort in Quintana Roo. This review focuses on Hotel Mexico Phase 2 (HMX2) since we stayed here this time around. We missed our original flight into Cancun, but finally made it in later that evening and we're able to hang out on the new XCaret lounge while we waited for our transport. We were dropped off at the new phase HMX2. We got a room at Casa Luna (9232). Though the rooms are exactly like HMX (Phase 1) rooms, the new phase caters even more to families than the original. The complex has fun lounges for all ages. Luna-teca, ages 2-5, Xiquitin for ages 6-10, a teen lounge, Maquinitas Bar (and arcade for all ages...even adults). There is a group of four tube slides (and a drop slide) with a sky top pool and bar area...we actually lounged her three of the five days we were here. We visited a plethora of new state theme-flavored, they were all great. We started at Monarca, which was Michoacan themed. They had great ceviche/aguachiles and great live music. We also tried the Veracruz-an seafood place of Costero. The Puebla themed Azul Nogada was the toughest to get into and was full by eight o'clock (TIP: get there early, like 6pm). Also, the food is very good but we did not come with the hunger. There is food at the skytop pool. There's a food stand restaurant with a variety of menus and flavors next to the slides called Xinema. You can get ice cream and sorbets at Xorbete. If you're going to visit the parks, Central provides grab and go or buffet options, but it's not like the Mercado de la Merced buffet offered at HMX. The room was awesome and it was tidied up everyday. The staff were great. Casa Luna room 9232 was a swimup. The Casa Luna swimups are less swimups, like at Casa Tierra (HMX) and more wading pools, but our room had access to the kid slides not too far from our room and the big slides and swimup bar were well within walking distance (10m). It was a fun time. Looking forward to the next adventure here. read more

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This review is for hotel Xcaret Arte specifically. I went to all the parks and visited Hotel Xcaret Mexico as well but I stayed at Arte so this review is specific to that. I just got back from spending four nights down there and I can honestly say I had a wonderful experience. It is a bit expensive, we spent about $1250 per night for the jump in river suite which basically means you can open your door and jump in from the deck into the river and swim, which we did many times, and also we added the Art Aroma Foodie Pass which grants you access to all 30 restaurants (one being a 1 Michelin Star which we had dinner at our first night included with this pass) at Xcaret Mexico as well. The price is very high because everything is included breakfast, lunch, and dinner as well as drinks and all sorts of other items. There are extras you can add on such as massages and merchandise, but they do a really great job including everything in the price and delivering very high-quality service. I did have one issue with billing in that I kept getting an automated false charge to my card, but the front desk was helpful in dealing with it, and it was sorted out by the time I left, aside from that the service was top-notch and the grounds of the resort are really beautiful. I would say my favorite part was swimming in the river that surrounds the entire property and finding many hidden waterslides all around. The rooftop pool at Arte is also really nice. It has great views of the whole property. Staying here gives you access to all of the parks and we did all of them however we ran out of time to see Xenses. That itself is a great deal and the real reason you would stay at this resort. You can go to the beach and all sorts of other places on the grounds too, but having access to all the parks and the many activities is the real bonus. They also have shuttle service to and from everything so it's really easy to get around. I think this place is especially nice given because Arte is for adults only or if you want to travel with kids and swim with them and all that you can stay on the Xcaret México side. I would highly recommend and I would visit again in the future. read more

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We stayed at the La Casa de la Playa property and it is hands down the most incredible hotel I have ever stayed in. 5 star is an understatement. The architecture, amenities, service, location and curated dining are so well thought out that it's almost like it isn't real! I used the spa each morning, starting my day with the hydrotherapy circuit. From there, a gourmet breakfast.... Sometimes in my ocean front room next to my personal plunge pool ... sometimes in one of several first class restaurants. Then beach, pool or boat... And an evening with a tequila or wine tasting followed by superb dining. Your personal butler is a text away 24 hours a day. Truly. La Casa de la Playa is the definition of exceptional. read more

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Loved every aspect of this facility Wee thought out to ensure a smooth vacation process Highly recommend for families seeking adventure and relaxation without the hassle of planning read more

Hotel Xcaret - Main pool overlooking the ocean - Hotels Near Me - Playa del Carmen, ROO

I brought my kiddos over for holiday break. Here are what we thought. The night we checked in was horrible.... They oversold their rooms (ie likely rooms sold at full capacity while staff is about half or barely over half of the full capacity). Checked in was long painful and full of issues. When we arrived, we were greeted with some offering of popsicles. Though it was appreciated, we came in late and hungry.... Something tangible would have helped a bit more. The long wait was pretty intense. Late, hungry and patience was running low for all, especially they were short of staff and made a lot of mistakes directing folks around. There was a lady who was supposed to pre-check us in. But she couldn't find us in their system. Argh.... Why? They also don't provide much info over resort during check in. You are directed to concierge for a walk to your room/intro. Here are some issues: the guy who showed us around told us except for the steak house, we don't need reservations at their restaurants. That info was outdated... apparently, 10 days ago, they now require reservations on most restaurants. This guide also didn't point out key info to us. We didn't know about the bus stop etc, which is critical. We were also told that it would take more than 2 hrs for room service. So tired and hungry, we went to their buffet. It took long time to check in to wait for another 20 min before we were seated.... We received zero service for that dinner. To make it worse, after fetching some sweets with my kids, my hoodie was gone.... Their security took my hoodie.... We asked around and were told by their servers that oh... sorry . It was lost it is lost. We caught up with folks at front desk and were placed on a call with their security people. They were asking where we were.... Well, we are new. There was only limited info we could provide. The person who got us on the call also walked away, leaving me alone on the call.... Anyways, we waited for another 15 min before someone brought over my hoodie. At midnight local time, one can imagine this is not a normal nor pleasant experience. Walking around, we ran into a lot of equally lost people. I feel that we formed a support group off the ground. Though first night was rough, we did start to grow loving the place. Since it got connected to a number of the parks, and the resort is huge, the resort itself never got too crowded. Some of the tips: two ways to get to the parks, one through the bus station next to the central buffet with pink bus nearby. Buses on platform 9 running to Xcaret every 20 min almost all day long. Boat runs every 30 min. On the first floor is their inner river, we sort of enjoyed swimming around. Second level is where pools are most located. There is a small snorkeling area on site. I tried their gym. It is 24 hours and well equipped and maintained. Their buffet is a hit and miss. They got amazing pastry chef and loves doing flan with chocolate shells. Loved it. Grilled seafood was good. Their steak temp is not very consistent (eg I ordered medium well for kids and got medium rare etc). Staff are mostly amazing and super friendly. They are prob used to lost guests. Some structure is used and not working (most on resort camera things are not working). I had an issue with a lady at concierge who didn't seem to be willing to help. I had to push really hard to get her help me out. So be aware of inconsistent service and may need to try different people. Room itself is great and we all appreciate the hammock. Beds are comfortable and very clean. We overall enjoyed our stay. Word of advice.... Don't come here during holiday season..... or be prepared for some inconsistent services or lack of services. Free access to all parks is well worth the price. We enjoyed the park and the onsite facility, also most of the staff here. read more

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It's my 2nd time at Hotel Xcaret Arte. First time was with my whole family and this time was just me and my parents. My brother is a member so we have certain perks every time we go. Because this was the 2nd time I knew my way around the resort much better. Amazing and beautiful resort. Tried restaurants I didn't try last time and visited some parks that I didn't visit last time. Restaurants are all amazing and all of them have their own twists. I only have a few that I couldn't go to this time and which I plan on checking out on my next trip. My butlers Sebastian, Luis, and Santiago were amazing. They made my stay comfortable and relaxing. Can't wait to plan our next trip back. read more

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After coming here I can't go back anywhere. Amazing. Will go back in a few months. Everything is included.

This hotel is filled with lots of gems. Incredibly special. It is gorgeous, but I think if I stayed here two months, I wouldn't be able to see everything. You get a lot of bang for your buck, but it is quite on the high side. Buffets are good hands-down. The restaurant of choice would be.Kibi Kibi every night. So much to do that's included. I will say if you're using their transportation and not booking your own private transportation getting to and from the airport, it's not fun. I would suggest taking your own transportation. It's worth it. The staff is very hospitable and many standout too many to name. The coffee machine, machines, ice machine, machines, and water refills scattered throughout the hotel make that very convenient. The grab and go coffee shop is also a win in the main lobby. Overall, a good choice. read more

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This place is incredible! For adults and kids, and everyone in between. When you stay here, you get access to all their parks. They treat you amazing. The food, the drinks, the amount of activities you can do even within the resort are endless. It is pricey. But if you take advantage, it can be so worth it. The restaurants alone offer such a wonderful experience, from hibachi style, omakase, churrascaria, buffets, truly they have so many option. And understandable, if you want to enjoy the resort, don't do their membership promo. Pass on it. We love coming here and appreciate how easy it has been for us and our families to travel. read more

Hotel Xcaret - Hotels Near Me - Playa del Carmen, ROO

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We booked this resort expecting a true 5-star experience given the price, branding, and reputation. Unfortunately, the reality has been deeply disappointing from the moment we arrived. To start, there is no real beach. What's advertised as beachfront is mostly rocks with an unpleasant smell, and the actual sandy area by the lagoon requires a 20+ minute walk. For a resort of this size and cost, that alone is misleading. Arrival was stressful and disorganized. After a long travel day with kids, we were held at the gate because they claimed we didn't have a reservation. After a long back-and-forth, they finally found it. This is not how anyone wants to begin a vacation -- especially with children. We were then greeted by a rude receptionist, offered no welcome drink, no orientation, no map, and no explanation of how to navigate this massive and confusing property. Meanwhile, we saw other guests receiving tours the very next day. We were repeatedly told to "use the app" to figure out restaurants and reservations -- except the app doesn't actually show menus. We pointed this out, were told it did, and when we handed over our phone, the concierge realized it doesn't. So not only is the app poorly designed, but staff don't seem to understand its limitations either. The app also wasn't even mentioned or explained to us upon arrival. Weeks before our stay, we emailed multiple times to reserve dinner restaurants. We were told those emails were never received. As a result, we now have no dinner reservations at all. The only option offered was a 9:30 p.m. dinner -- completely unrealistic with an 8- and 10-year-old (and frankly too late for adults as well). Now we're stuck missing out on the restaurants we intentionally planned ahead for. After reading other reviews, it's clear this is not an isolated issue. Despite being a massive, high-end resort marketed as 5-star, there are also very limited lounge chairs, confusing layouts, poor communication, and a general lack of hospitality. This feels like a property relying heavily on branding and price rather than actual guest experience. Five-star pricing? Yes. Five-star experience? Not even close. This has been stressful, disorganized, and deeply disappointing -- especially for a family vacation that was meant to be relaxing. Here's the line for lunch we waited for 20 mins, it didn't move, back to the Buffett again. read more

Hotel Xcaret - Hotels Near Me - Playa del Carmen, ROO

My husband and I had a wonderful time celebrating our wedding anniversary there! I could write a book of all good things about this place, but I'll try to keep it short. The hotel is stunningly beautiful with rivers, swinging bridges, lots of unique nooks to hideaway and to explore, amazing architecture, art and a bright blue ocean. The service is top notch! I've never experienced such comprehensive service anywhere else. When we arrived at the airport, they have a separate air conditioned Xcaret lounge and served us drinks while we waited for our shuttle. We booked at Casa Fuego, the adult exclusive tower, so we got private check in away from the lines of the front lobby. It also includes a butler service 24/7. Anything we wanted, we just texted our butlers, Christopher and Magaly on call. They are so very helpful! Even got us a last minute reservation at Teatro Rio, the dinner and show. The staff in all the restaurants, pools and all around the hotel always go out of their way to make us feel special too: Special huge shout out to all the restaurant Fuego staff: Xiomara, Marin, Yesser, and other great staff; there are too many to mention. We had a great time on the property. As Casa Fuego guests we had access to the rooftop pool and bar. I love the clear pool and the ocean view there. All the amazing activities are included; we kayaked, swam in the river and the ocean, we went to Xcaret park, Xplor, where we ziplined and attended the Chichen Itza tour, which has a park fee of $30. Totally worth it! The food in this hotel is amazing! They have everything you can think of: Asian fusion, seafood, Italian, Mexican etc; everything was presented beautifully. The Sunday brunch has high end offerings, such as Foie Gras, an Ahi tuna cutting show, fresh seafood, grilled items, Mexican food with tortillas made to order, desserts, etc.. I cannot say enough about their service. Upon leaving, our butler, Magaly met us at the private checkout, the bellboy brought our luggage to the shuttle. The Xcaret representative met us at the shuttle at the airport then carried our luggage and helped us check in with Southwest Airlines. Xcaret is the perfect vacation! We relaxed, explored, learned about history, culture and art of Mexico, and enjoyed some great adventures. We look forward to going back very soon! read more

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Exquisite BEAUTIFUL EXPERIENCE FABULOUS staff fast clean service delicious food great coffee read more

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Hotel Xcaret Arte (adults only) was a MAJOR letdown, especially for the price. What was supposed to be a special anniversary trip for my husband and I turned into a stressful, frustrating experience. We did not receive the room we paid for. We booked a River View king and were placed first in two queen room and then a theater-facing room no view of River after hellish exhausting room change. The room change process was a nightmare thanks to Dafne who didnt tell us we had to bring our bags down and they they "cancelled" our change. Understandable miscommunication but then it just kept getting WORSE. We went to reception five times and got a different answer each time. Multiple staff members, including a manager Naelly, confirmed the correct room, and her staff James even showed us photos of what we booked, and still kept sending us back to the WRONG room. No River view. I've been in hospitality for 10 years and we received no upgrade, no compensation, and no real effort to make it right. Service was cold and inconsistent. About half the staff were kind, the other half were bored and dismissive. "Wish I could help" became the standard response. It felt like being brushed off rather than supported. Frustrating. The concierge system clearly has a class system. Despite paying close to $1,200 per night, we were stuck with the main concierge who told us everything was sold out, while other guests had personal butlers. We were also overcharged for a cenote tour with no clear explanation. The person who booked it Erik disappeared when we asked questions. It felt shady. As for the parks, Xplor was great. Xcaret and Xel-Há were overcrowded and exhausting. The rivers were the best part, and the hotel's river was better. At Xcaret, the animal areas were sad they appeared stressed and facilities old and dirty. The resort is massive with no signs and a shitty all we kept getting lost, and Música feels far removed and again lower-tier. Despite noting our anniversary, there was zero acknowledgment, not even a card. For nearly $7,000, this was not a luxury experience. Don't come here if you're a couple unless you splurge on room and hope you get a better experience. We would not return and would not recommend this property. read more

Beyond horrible experience. From the moment we arrived, everything went downhill. In a single day, we were moved three times. First room: loud construction next door at 9pm with toxic fumes--workers had masks, guests did not. Second room: a dirty thong on the floor, ~10 dead bees, and dirty dishes left outside the door. Third "suite": strong odor and a broken TV. This was all for over $1,000 per night. To make matters worse, the earliest restaurant reservation available was a week out at 10pm. Management showed zero sympathy and could not have cared less. Completely unacceptable at this price point. Avoid. read more

Hotel Xcaret - Dirty thong given to the manager. Our clean suite. Also had bugs all over the floor, even the manager said we should try another room. - Hotels Near Me - Playa del Carmen, ROO

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So sad our experience was ruined by one restaurant. We prepaid for our dinner at Xaak restaurant expecting a high-end culinary experience. Instead, it was by far the worst part of our entire stay at Xcaret Arte -- and the only one that made us physically ill. The restaurant was nearly empty when we arrived, which should have been a red flag. The food was terrible, nothing like what we expected. It was undercooked, bitter, and some looked like they took it out of a freezer and heated it up in a microwave. We spoke to the manager, who seemed shady and uninterested. He told us to sign the bill anyway, claiming it was part of the process to get our money back -- we now realize that was just a tactic to cover themselves. We never received the refund, and worse, no one ever followed up, even though they said they would. We reached out to guest services in Hotel Xcaret Arte and they said there was no record that we had gotten sick, however we let them know that my wife was ill the day after we dined there which was also our checkout date and we sent an email to guest services that night, so we clearly have records that they refused to accept. It's clear now they never had any intention of refunding us or taking any accountability for what happened. What makes this more disappointing is that we enjoyed other restaurants at the resort -- those experiences were great. But Xaak? It stood out in the worst way. And the fact that Xcaret would let this slide and not support guests who suffered an illness after eating there is a complete shame. We'll never return to this establishment and don't recommend it to anyone who expects quality food, transparency, or basic customer care. If something goes wrong, they'll smile, nod, and disappear. Sadly, in Mexico legal action is costly so they don't care if you get sick or not. read more

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We visited this resort after many recommendations. We were welcomed at the airport by staff who escorted us into a little waiting area with snacks/soft drinks while we waited for the shuttle. The shuttle was about 1.5 hours to the resort. Once to the resort, our luggage was requested and tagged and we quickly checked into our room. The room was beautiful! The resort was very clean. We immediately went to Mercado for a late lunch. There was quite the variety and staff seemed fairly knowledgeable about food allergies. They have a margarita bar where you can mix/match what your heart desires. We booked our visits to the park, but did not know ahead of time that we could have booked sooner. Many were not available, but we still found a way to fill our days. We went to Xenote, Xplor and Xcaret. The resort was so big that I'm not sure we covered the whole area. Overall our service was great. There are definitely a lot of children at the resort also. We felt we really got our money's worth on the trip and WILL be back! read more

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The staff was focused on selling more services and ignored you when asking about services you already paid.

Restaurante Apapachoa comida vegetariana. Excelente ambiente y comida deliciosa. Los chilaquiles con chorizo son totalmente vegetarianos pero (si el chorizo está hecho de puro vegetales). La fruta con yogurt con sabor de coco tiene un breve sabor a coco. El jugo de betabel no sabe a tierra como suele ser puesto que parece que tiene otros jugos mixto (no estoy seguro). Vendré a la cena para probar el sándwich de carne vegetariana. read more

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This was our second stay at Xcaret Arte and La Casa de la Playa. We split our stay between the two hotels and spent four nights in each. Our experience at Xcaret Arte. Our check in on the Arte side was fast and efficient. They offered us a 25% discount for an upgrade to the Artista building and we took them up on the offer. The room was nice, spacious and beautifully decorated. Staying in Artista gave us access to the Xcaret Mexico side. We got to visit the newest addition, Xcaret Mexico II and the property took our breath away. We loved the underground tunnels, Cenote wet bar, and the architectural design of the new buildings. We enjoyed our meals in the following restaurants: Fuego, Chino Poblano, Tah Xido, and Encanta. The food at Kibi Kibi was our least favorite, but we did like the ambience and the staff. Overall, our stay in the Arte was truly amazing. Our experience in La Casa de la Playa. This property never disappoints. We loved the intimate and quiet atmosphere. With less than 70 suites, the property never feels crowded. All staff were amazing and friendly. Our butlers were always a click away and regularly checked in with us throughout our stay. The food at Tuch de Luna, Lumbre and Xal was excellent. We were also very impressed with our dinner by the Cenote at Xcaret. Our Wellness Suite came with a complimentary access to the Muluk Spa, so we got to enjoy their hydro session and was very relaxing. I cannot recommend this place enough to those looking for a luxurious experience in Mexico. read more

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We stood at their Mexico property since we have little ones. Best resort ever. We got all of the Mexican culture in one place. Never been prior to phase 2, so this resort was HUGE. If you have little ones I recommend taking or renting a stroller because you do walk a lot. Since we went in the early stages of phase 2 I recommend making reservations to the places you want to dine at. Would definitely recommend to stay here. read more

Service is horrible. Take advantage of tourists. Rob you of your money. And if you don't buy any package, they treat you worse than the dogs on the street. Worst service in Mexico. If I could give zero stars, I would. Rude and entitled staff. read more

Beautiful and unique resort with amazing scenery and architecture. The rooms are spacious, clean, and very comfortable. Service is excellent and everything feels high quality. The overall experience is luxurious, relaxing, and unforgettable. Definitely one of the best resorts. read more

Stayed at Arte. Do not recommend for adults only , as the parks make you feel like you're at disneyland (in the worst way). Upon arrival, we had no reservations confirmed apparently despite sending the wishlist (why not allow for auto-reservations in an App?).... Additionally, no information was given regarding activities, workshops, things to do... Nothing. For $$$$ a night??? They should be an easily accessible calendar on the app , but the current app is completely useless. To top things off, my partner got food poisoning. The food is questionable at best, and there was a lot of food i avoided because I questioned the food safety, temperature, or handling of it... This served me well even though I didn't eat much all week.... My partner had too must trust and that did not go well. He is still sick with diarrhea and it's been 7 days!!! The best food i had were the Al pastor tacos from the food cart near the main pool.... Which certainly can be had anywhere in the Yucatan, I'm sure. Absolutely cannot recommend for the outrageous price. read more

had to change the dates of my trip that I bought last year while I was here. We had to change the dates due to a family matter and we were in communication with our representative Katia for a couple of weeks working on days that works for us and then. We did have to make a last minute change so there were penalties for it which we accepted and had no problem paying. We were sent an email yesterday stating that we were a NO CALL NO SHOW and therefore our trip was cancelled even though we were in communication everyday with them. We were never told that a new date had to be selected immediately or we would lose the entire trip. There was no warning so we believed we were on the same page while we worked out our family schedules to select dates that work with Xcaret. The most disappointing thing is how they did not even seem to care to help. Their solution was for us to book another trip. They wouldn't even acknowledge that we were in communication but we have the email thread to prove it. Extremely disappointing for a 5 diamond luxury resort that we paid thousands for! read more

I just got back with my ladyfriend in Playa Del Carmen as we celebrated our 5th anniversary of dating,and we stayed at Hotel Xcaret Arte,one of the 3 luxury all inclusive resorts owned by the giant Hoteles Xcaret company with all their Ecoparks! What an incredible and exquisitely beautiful resort is is with jungle like landscapes and amazing art pieces and sculptures throughout.The service is just outstanding and you can tell how much work to keep up this amazing property! The resort is MASSIVE! You will get lost from time to time,but it is part of the journey.We had a spa river suite,and the view is incredible.The rooms are very large,and have an indoor hot tub,shower with rain jet and handheld,mini fridge with sodas,beer,water,juices,all free with the all inclusive. We made reservations for dinner at 3 restaurants, Xaak,Tah Xido,and Arenal.All are outstanding and incredible food! Xaak is an extra charge,but it is 6 course dinner with expert wine pairing from a sommelier. We went to the free activities Xcaret Park,and Xoximillco, and we had 2 private tours: one to Chichen Itza for the day where we had lunch with a Mayan family and got a blessing from a Mayan Shaman.We also did a snorkeling with sea turtles and cenote adventure. So amazing. Even went to the Speakeasy at the resort,El Diseno.If you want a luxury,adults only, beautiful resort in the Playa Del Carmen area,I HIGHLY recommend Hotel Xcaret Arte. I would most definitely return one day read more

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We stayed for 4 nights, 5 days at Xcaret Arte and loved it. The resort is beautiful, clean, massive, tropical, and produces exceptional customer service. Our favorite part of the trip was the morning at the spa. Take your swimsuits to enjoy the hydrotherapy sessions which are complimentary with a treatment. The steam room, ice room, sauna, cold plunge, hot tub, massage, and facial were lovely. Second favorite part was the employees at the rooftop pool at Casa de Piramide. Karen and Ruth were top notch and took care of everyone who visited and were very friendly. We made sure to tip both of them before leaving, since they catered to our every need for the entire trip. My favorite restaurant was Arenal followed by Cantina VI.AI.PY. The drinks and food were flavorful and the best we had during our stay there. It's definitely one of the nicer resorts I've stayed at and would highly recommend it as an escape. read more

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Really bad customer service. No one from the operator line or from room service will answer the phone. It will ring no -stop with no one answering The service staff was really rude to my wife by the pool. I went to the front desk to get help and someone took down my number and never got back to me. We had a reservation at the Hibachi restaurant. They admitted to a "human error" and would not find us a table.we had to go to a other restaurant. This was all on day 1. Super disappointed as I'm spending over $1,200/night for really horrible customer service. read more

This resort was by far the best I've ever been to. The food is so delicious. I've been to 4 of the restaurants, Tama mòn, Mercado De La Merced, Chi, and Las Cuevas. The staff is so nice as well! They treat you with such great respect and are so kind and grateful. The rooms are super clean and beautiful with a nice open balcony with a hammock and chairs. Although the room did have a few problems. The shower head did fall off, one of the phones wasn't charging and kept flashing, some interior lights were either not turning on or out of the spot they were supposed to be in. And the room service did end up taking a while. But this was such an amazing experience, especially going to Xplor, Xel-Ha and Isla Mujeres. It's so continent to have a bus take us to these places at any time. The design of the hotel is very modern and futuristic. I definitely can't wait to come back here. ¡Muchas gracias por las mejores vacaciones de mi vida! read more

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Hotel Xcaret was a good experience, but for the price, I was quite disappointed by a few things. The biggest issue were the CONSTANT SALES PITCHES to join their "membership club". Note: DO NOT take their invitation to a breakfast in order to get free perks. They will take you to the top of the pyramid and you are basically trapped there for hours while they push very hard to sell. Every time I went to concierge to ask questions or make reservations, they would ask me to come with them and take a roundabout walk while selling me on the membership club! Food was mostly good. My wife got a bit sick after going to the buffet, so then we stuck to the nicer restaurants. Another issue is that there are no walk-up bars outside. You have to get into the pool to order a drink. Plus, the drinks were very weak (and I don't have a high alcohol tolerance either) and we always had to wait so long for service when sitting outside. At one small rooftop pool, the servers kept skipping over my wife and I, instead only helping the 3 other Spanish-speaking groups around us. It was obvious they did not like us and so we avoided that pool. read more

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We just returned from our vacation at Xcaret Hotel Mexico. The check-in process started off really bad. Their customer service is horrible., I took my elderly parents with me and requested that the room be near ours if not, at least in the same building when we checked in the receptionist sent my parents in the furthest building possible. The room service is horrible. Waiting time is one hour to an hour and a half on anything you order. No one has any idea or anything is that every time we ask for question no one knew anything. Had to check with someone else This place needs a lot of improvement in management and in customer service. I will not return to this place at all for the price that it cost to stay there. There are many other hotels with excellent service and great food Don't waste your money and stay here you're gonna have a horrible vacation read more

We had THE most amazing time here. We had never heard of this resort but we found it on Costco so booked through them. Costco travel is great btw. Look that up if you haven't already. You get a lot of perks. We booked private transfer to and from the airport so when we arrived at the hotel, we were immediately taken to check-in and didn't have to wait in the long line. Check-in was smooth; however, we had recently upgraded our room and they did not have that in their system. Luckily I printed everything so I showed them the room we paid for and it was no problem at all. We upgraded to casa fuego and got the river jump off suite. Definitely do that if you can. It was amazing. We were able to go out onto our balcony and jump into the river. The river went all throughout the resort too so we could just jump into and swim around everywhere. Once we were done, we could climb back up to our room. Also, the door to the outside locks as soon as you shut it so nobody else can get in. You have to use your wristband to unlock it. We didn't know that at first so we were like wtf omg we're locked out, but we figured it out. The food here was so amazing. Seriously everywhere we went. We even went to the Michelin star restaurant and what an experience that was. It took about three hours from start to finish, but it was so much food! I was so full by the end that I couldn't eat all the yummy desserts they kept bringing us and they don't have to-go boxes either. Makes sense but what a bummer. The buffets were amazing too. I discovered macadamia nut liqueur at one of the restaurants and was obsessed. They even tracked down the very last bottle at the resort for me and brought it to our room so we could buy it. I love that all the parks are included too. We did so many activities and made so many friends on our adventures. Xenses was a really cool park. Very trippy. And then that one part where you're in complete and total blackness for 15 minutes while you're in your journey was so scary at first but I made it through. Such a neat experience. We also did zip lining, water slides, ATVs, a mud river, salt river, etc. This was a different kind of vacation because we were so active! We were there for one week and still didn't see and do everything. We cannot wait to come back. We usually don't go to resorts more than once but we are definitely coming back here. read more

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Hotel Xcaret - The Worst "Luxury" Stay of My Life as a Black Member 8 Nights * 2 Rooms * 3-Year Member We've stayed in over 40 five-star hotels, and nothing has come close to how disappointing Hotel Xcaret was. For a resort that claims to offer "premium" service--especially for Black Members--this was an absolute disaster. 1. Butler Service: Completely Useless & Basically Nonexistent They brag about having "personal butlers," but the reality is laughable: * We never saw our butlers once. Not at check-in, not during the stay, not at check-out. * They don't solve problems--they just send you another phone number to call. * No ownership, no follow-up, no presence. It's the worst "butler" service I've ever experienced anywhere in the world. 2. Concierge Service: Doesn't Exist There is no actual concierge support here. You can't reach them, can't find them, and no one seems responsible for anything. For a resort this size, it's beyond unacceptable. 3. A 3-Year Black Member... and I'm CANCELING If you're thinking about buying a membership, learn from my mistake: don't. The "benefits" are meaningless when the service is this incompetent. I've been a loyal member for 3 years, and this trip sealed it--I'm done. 4. ZERO Acknowledgment of My Wife's Birthday At check-in, I asked for something small to be arranged for my wife's birthday. I also messaged them later to remind them. They did absolutely nothing. No gesture, no effort, no follow-through. For a "luxury" resort, this was embarrassing. 5. Check-Out Disaster - Made Me Miss My Transportation Check-out was the final insult: * They told me, "Give us a few minutes." * 30 minutes later, they suddenly remembered I was still waiting. * Because of THEIR delay, I missed my scheduled transportation. * And the worst part? They never bothered to tell me it was rescheduled. The level of incompetence is staggering. 6. Restaurants - No Hygiene, No Standards This was shocking for a place calling itself five stars: * No hairnets. * Staff touching food with bare hands. * No gloves. * Poor hygiene and no sense of professionalism. It felt like nobody is trained on basic food safety. 7. Transportation to Parks - Unsafe Chaos The lines for the buses to the parks are a nightmare: * Crowds pushing and shoving. * Total disorganization. * No one managing the lines. * No safety, no control, no system. It was stressful and unsafe every single day. 8. Zero Orientation - Just a Map and Good Luck This resort is huge and confusing, and instead of helping: * No one explains anything at arrival. * No walkthrough, no guidance. * Just a map dumped in your hands. You spend half your vacation trying to figure out where anything is. 9. Staff Attitude - No Urgency, No Care Every department suffers from the same problem: * No urgency. * No accountability. * Slow service. * Staff more focused on their phones than guests. 10. Overall Summary - Beautiful Property, Horrific Service The parks are amazing. The scenery is beautiful. But the service is the worst I've ever experienced: * Butlers invisible * Concierge nonexistent * Unsafe transportation * Terrible hygiene in restaurants * No communication * No follow-through * Zero respect for members * Zero attention to guests If all you want is pretty pictures, fine. If you care about service, comfort, and being treated like your stay matters--avoid this place at all costs. As a 3-year Black Member, this was my last stay. Never again. read more

The pre-arrival service at Hotel Xcaret is deeply disappointing, especially considering the investment of over $5,000 for this trip. When booking excursions, the customer service from Jonathan Carrillo was unacceptable. After asking necessary questions in Spanish, he became impatient and unprofessional when assistance was requested with a translation. Addressing his dismissive tone resulted in the call being terminated. As a travel agent, every experience is noted for future client bookings, and this has been incredibly discouraging. It is hoped the actual stay improves upon this disastrous start. 1 star , room for improvement read more

Hotel es nice although, decaying little by little, we like this place, been there three times already, but I think this last time, was our last visit, I got to say that DO NOT BOOK WITH #MEXICODESTINATIONCLUB, if they make a mistake it will always be your fault, they do not care, not even try to assist you with your needs or fix their errors, they do not show any care. Like any other business all they want is your money, I spoke with at least 10 employees no one gave any care about us read more

The staff is rude. The transportation within the property is non existent. The food is sub par. I will absolutely never come back here.