Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

16489 reviews

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  GREAT RESORT AND AMAZING PARK EXPERIENCE

  We absolutely loved the food, the weather, and the service. The swim out room is great, very clean. There are include all you need. The park itself is amazing, and we will definitely be back for another trip. The staff provided great service. But we were disappointed to find that our two rooms were separated by about a 10-minute walk. We need to pay an additional $350 to upgrade another room to put us closer together. We felt this was an unfair extra cost for a request we had made in advance. We also felt completely lost on our first day trying to navigate the massive resort. Despite the frustration with the room separation and the photo shoot booking, we did love the food, weather, service, and the parks. We definitely will be back.

  Nov 03, 2026
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  Misled by an airport promoter — do not trust the "free breakfast" pitch

  We were approached at Cancún airport by a promoter, Jonathan Quiroz, who claimed to work for the airport. He does not — he works for Xcaret. He sold us a "highly discounted" dolphin tour for $150 for 2 adults and 2 kids, including transport from our Hotel Zone hotel, supposedly special for the Day of the Dead celebration week. We were told breakfast would be provided at the Xcaret hotel, and specifically told NOT to eat breakfast before leaving. We left our hotel at 8:30 AM. On arrival we were made to wait over half an hour, and by 10 AM our 6- and 9-year-old were still hungry — only to be told we had to sit through a 90-minute tour first before breakfast would be "authorized." When we said we needed to feed our kids, see the dolphins, and get back for our 1 PM reservations — and that we did not want the timeshare pitch — their tone changed instantly. Breakfast and the dolphin tour were denied, and we were told to book our own taxi back. When we called Jonathan Quiroz, he said that without the tour there would be no food and no dolphins, that he would refund us but would NOT provide a ride back. Only after very hard insistence did they arrange a taxi. We ended up feeding hungry kids at a drive-thru on the way back. No water was offered the entire time we waited. This is a trap to funnel tourists into a timeshare presentation using their children and a fake "free breakfast" promise. Shameful.

  Nov 02, 2026
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  Customer Service is NON EXISTANT

  Customer Service is NON existant. The only people who prop this place up are bots or "members" looking to recruit for commissions. The hotel staff couldnt care LESS about your experience, they high pressure you with time share pitches the entire time and restaurants and parks are SO HARD to get reservations at. This could be an amazing resort but they need a whole customer service overhaul.

  Nov 02, 2026
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  Disappointed

  Hotel Xcaret México – Not the Same Experience After the Expansion We've visited Hotel Xcaret México many times over the years and have always considered it one of our favorite resorts. Unfortunately, our most recent visit left us disappointed. It appears the recent expansion has affected both the level of service and the entertainment that originally made this resort so special. In the past, there was live entertainment throughout the property, especially the wonderful mariachi performances that contributed so much to the authentic Mexican atmosphere. During this visit, we saw only one mariachi performance. Entertainment seems significantly reduced, and many of the schedules and operating hours have changed. The service also seems to have declined. One simple example: I needed change for a $100 bill, and not even the front desk could accommodate that request. For a resort of this size, with thousands of employees, that seemed surprising. It's a small example, but it reflects the difference in service we've experienced compared with previous visits. I wonder whether the expansion and the addition of new attractions have shifted management's attention and resources away from the original hotel experience. Whatever the reason, the personalized service and lively atmosphere we remember just weren't there this time. We have always loved Xcaret, which makes these changes particularly disappointing. My recommendation to returning guests is to consider waiting a little while before booking another stay. Hopefully, management will have time to adjust to the expansion, improve service, and restore the entertainment and authentic Mexican atmosphere that made this resort so exceptional. We genuinely hope Xcaret returns to the standards that made us want to come back year after year.

  Nov 02, 2026
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  Brilliant thank you 😊

  Haven on earth absolutely amazing definitely see you again

  Nov 01, 2026