Very difficult with check in and reservations, constantly had lobby staff telling us different or incorrect things. We also tried to call ahead of time to make reservations and ask questions but could never reach anyone and would be on hold for hours, very frustrating

Property was amazing and offered so much to do. We loved the lagoon swimming areas and kid pools

Stayed in August 2025

The check-in and check-out is a DISASTER!!! For such an hotel, it is a real shame and it completly overshadows the the good start( you receive a towel for the face and an ice cream at the arrival). The check-in process made me cry due to the incompetence in assigning the room on a timely manner (we missed the opportunity to going to Xplorer Fuego in the first night!!!) getting the luggage in the room and getting the room I booked over the platform. A completely distaster and ruins the whole experience… such a shame! Additionally, you need to queue in the restaurants even if there are plants available tables… it feels like the personal would let us wait on purpose in the queue. Lastly, I would recommend to have your own car as getting and coming back from and to the parks takes quite a while…

The food, the amenities and the room

Stayed in August 2025

Room Service is very poor

Good location , premium

Stayed in July 2025

The checkout process

Beautiful pool

Stayed in May 2025

The food was good… but is the same.. is predictable!!

Excelente Servicio. Súper clean

Stayed in June 2025

Everything

Stayed in May 2025

Salesmen pushing to become a member. Even after telling it is useless for Europeans. Not appropriate for a 5 start hotel!!!

Stayed in May 2025

All restaurants have very high quality food and service. Xcaret parks are most of fun.

Stayed in April 2025

The only aspect we didn't care for was at check in. We were checked into our room at the counter then a pleasant lady was assigned to us to book reservations for parks, dinner ECT, something like a concierge. We had been on the property for maybe 10 minutes, traveling all day, we just wanted to get to our room. She then asks how we booked, what did we pay for this trip, says wow that's so expensive,(great, didn't need your opinion on that) sign up for this XYZ you can have it discounted significantly when you come back and keeps going on. Like I said, we've been in the property 10 minutes, first time, how do I know we're coming back? I understand educating people about your programs but fine a more appropriate way/time.

Really the hotel was incredible, laid out well, and very clean. Always someone willing to help and very friendly. Proximity to all the parks was excellent and transportation was so easy. Food was good and buffets were clean and well organized. Room was beautiful.

Stayed in April 2025

Amazing hotel , you really get something for your money spent

Stayed in April 2025

Everything from the hotel to the service was incredible!!!!

Stayed in April 2025

More paper (printed) details and information about the resort and the restaurants. Not everyone likes to use a phone to look at the information. I did get a paper map at the concierge desk, but only when I asked if they had one. I would have found paper (printed) information very helpful to get a better understanding of the resort, as it is huge!

Everything about the resort was excellent. All staff members were perfect. They all were helpful and made sure to take care of everything! The food at Mercado was very good and so much variety! Good quality. We ate at Cuevas, Bio, and a few others. The restaurant staff was excellent! Our room was clean and well taken care of! All areas were immaculate. There are multiple pools! Multiple beach cove areas. You NEVER feel crowded.

Stayed in March 2025

Everything

Stayed in March 2025

usb ports not working

all inclusive incl parks- so worth the money paid.

Stayed in March 2025

It was all wonderful

Absolutely Everything!

Stayed in March 2025

Nothing

Everything

Stayed in March 2025

There are lots of steps many without handrails , wouldn’t be suitable for unstable persons . Sun loungers not the most comfortable. Quality of cocktails vary from bar to bar. We weren’t told to pre book themed restaurants prior to our arrival.

So much amenity space didn’t feel overcrowded, plenty of sun beds . Staff were very helpful especially Ivan out Butler in Casa Fuego ( adults only sea front property)worth the extra cost . Easy access to theme parks although some are over an hour away . Plenty of choice of restaurants and not overcrowded, although must book themed evenings before arrival.

Stayed in February 2025

Lack of information through booking but from the hotel itself toi about what services and parks were included in the price. I had bought extra tickets to xel-Ha and xcaret because I have not bern aware of that.

Everything the room, the hotel, the hotel staff

Stayed in February 2025

Everything

Stayed in January 2025

.

Everything but the pools are amazing!

Stayed in January 2025

Nothing

Everything

Stayed in January 2025

Long waits for dinner.

Amazing facilities.

Stayed in December 2024

I paid $5000 more to upgrade my room it’s very expensive

It’s so fun and all inclusive

Stayed in December 2024

As many people have commented, the rooms are noisy. One night they set up a wedding right outside our room with booming speakers and flashing lights. You can easily hear people walking by in the halls, music from the restaurants below, and a child crying upstairs. I also wish there were more shuttles to the more distant parks. There are only 2 shuttles from the hotel to Xel-Ha 7:30 and 9:30 and only one shuttle returning- at 4:30. The only strongly negative experience I had was with Booking.com. and the Xcaret reservations communication prior to the trip. My husband and I wanted to treat our family to this trip to commemorate our "special" birthdays. We booked and prepaid for three rooms on another site with ease. That site didn't have rooms available for our son's family so we used Booking.com. We wanted to prepay, but there was confusion and our reservation was almost canceled. We'd read elsewhere that a Booking.com reservation had been unexpectedly canceled by the resort so we were careful to document our efforts to prepay. Booking.com was not helpful. There was no human being to speak with -- just a bot that didn't address our concerns. I was worried before the trip but it was easily resolved at the resort. I probably won't use Booking.com again because they were unreachable to answer questions or resolve these concerns.

The place is beautiful with a great variety of places for family members to swim and play. We were varied age groups and there was something for all. Loved the river beach at the resort particularly. The service was exceptional. Everyone was so pleasant and helpful everywhere we went. We loved the food. Lots of options at the buffet. The Brazilian steakhouse was so much fun and delicious food. Trajinero was also excellent -- especially with Franky, our wonderful server who made the evening special. Best of all was the fusion restaurant. Sushi heaven! Thank you to Eleanor! The little ones also enjoyed the Teppanyaki dinner with the knife juggling and fire displays. Guest services was very helpful setting up all of our reservations in the weeks before our trip. My son surprised the ladies with spa treatments Mulak and the massage was one of the best I've had. I wish I caught the name of the woman who did the treatment (Patrice??). She was excellent and the ambience of the place really adds to the experience. We also enjoyed the parks and went to the three close ones - Xcaret, Xenses, and Xplor and had fun at all. The included shuttles came more frequently than the 20 minutes advertised -- a welcome surprise. It was a pleasure to have everything included -- transportation from the minute you land until the last trip to the airport, food and lockers at most parks.

Stayed in December 2024