Reviews of Hotel Xcaret Mexico All Parks All Fun Inclusive 5 stars

Most of the staff are very friendly and the service is good. Everything you need will be well taken care of.

Their online Promotion shows that children under 18 are free, but in reality they charged a fee of 511 USD for 6 year old child! This experience was very disappointing.

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

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

The food, the amenities and the room

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 hotel is amazing, but the new phase was still under construction so there were so much noise and the servicing was not ready yet for the high season

Too much noise, the room service was very poor, in a week the mini bar was refilled just once even with me asking at least three times per day

I like rooms ,we were first in our room In Mexico 2

I don’t like that it is no bottled water or fans on the property

Good location , premium

Room Service is very poor

I had high expectations for Hotel Xcaret Mexico, but unfortunately, the experience was a major letdown. The resort may look beautiful, but it’s missing what really matters: genuine customer service and attention to detail. The hotel has expanded so much that it’s lost its personal touch. It feels more like a theme park than a luxury resort, and the staff are clearly overwhelmed. Customer service was poor, with long wait times and little sense of urgency or care for the guest experience. One of the biggest issues was communication — many of the employees don’t speak English well, which led to multiple misunderstandings and incorrect information. Whether it was restaurant times, activity details, or even basic requests, we were often left confused or frustrated. The food was also a big disappointment. While there are plenty of buffet options, most of them served nearly identical food, lacking variety or creativity. For a resort that markets itself as high-end and all-inclusive, the dining experience was surprisingly repetitive and uninspired. Overall, the resort looks impressive on the surface, but the service, communication, and overall guest experience do not match the price tag. I wouldn’t return, and I wouldn’t recommend it to anyone looking for true relaxation or luxury.

Beautiful property! Pools and rooms beautiful! Food was good for all inclusive.

New addition not completed yet and very disorganized. Loud if staying in a building still under construction. Would be a fabulous stay if was completed and staff was trained. Staff was not knowledgable and not helpful.

Property is gorgeous with tons to do

They are still under construction. lots of noise, workers, and lots still closed. Staff not fully trained which caused much frustration. Our vacation was significantly affected because the resort isn’t fully finished. Please wait and confirmed the resort is 100% complete before you go.

Beautiful pool

The checkout process

Excelente Servicio. Súper clean

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

Despite the high price point, the customer service at this hotel was extremely disappointing. Given the premium rates, one would expect exceptional service — unfortunately, our experience was quite the opposite. From the moment we arrived, the reception staff were noticeably rude and unhelpful during check-in. The poor service continued with room service: we requested a simple bottle of water on two occasions, and both times it took 3 to 4 hours to arrive. Check-out was equally frustrating. We had a flight to catch and tried to contact the concierge for luggage assistance. I called over 15 times in the span of 30 minutes, but no one answered. Eventually, I had to walk all the way to the reception — quite a distance from our room — just to get help. While the quality of the food was very good, the buffet area was consistently overcrowded. We had to queue daily, which significantly detracted from the overall experience — not what you’d expect from a high-end resort. Lastly, the “all-inclusive” claim is misleading. We were frequently asked to pay extra fees for various services, which felt unreasonable and deceptive. Overall, the experience did not match the expectations set by the hotel’s branding or pricing.

Everything