AMAZING, AMAZING, AMAZING. This all inclusive resort had…read moreabsolutely everything. You not only get all inclusive here in the resort but you are inclusive in everyone of their resorts. I will say Xcaret Mexico was in my opinion a lot better than Xcarte Arte. I found them a little more rude in Arte but all in all it was a great experience. if you want adult only you can go to Arte OR go to Xcaret MExico and choose to stay in the "Casa Fuego" section for adults only. Nonetheless check them out.

TL;DR: Staff physically confiscated silverware and water glasses from my 6-months pregnant wife to…read moreprevent her from eating, publicly humiliating her after we waited over an hour for food. Management admitted to these severe operational failures in writing but refuses to issue a refund for the undelivered services. Expect broken room service, massive dining queues, and an environment that prioritizes timeshare sales over the basic health and safety of its guests. To those contemplating spending upwards of $5,500 for the illusion of a luxury retreat: take heed. Hotel Xcaret is not a high-end hospitality venue. It is an exercise in operational chaos, contempt for its guests, and unvarnished corporate greed. We traveled with our toddler and my six-months pregnant wife, anticipating the promised "All-Fun Inclusive" seamlessness. Instead, we found ourselves trapped in a system that prioritized deploying over 20 staff members to aggressively hawk tours and timeshares in the lobby while entirely failing to feed their existing guests. The daily dining queues routinely stretched well past an hour. Attempting to bypass this via room service revealed a completely broken system. The phone line was deliberately left off the hook to broadcast a continuous busy signal, and when we finally forced a connection after eight separate attempts, the food arrived three hours late or simply never materialized at all. The absolute nadir of our stay arrived on our final morning. Physically exhausted and unable to endure yet another taxing queue, my visibly pregnant wife took a seat at an empty table. Rather than exhibiting basic human decency, let alone the preferential treatment explicitly mandated by Mexican law, a hostess publicly berated her as a "line cheater." In a staggering display of hostility, the staff physically stripped the silverware and water glasses from her table to ensure she could not eat. I was left to scavenge for cutlery at a waiter's station myself just to secure a meal for my pregnant wife. One might expect urgent apologies for such degrading treatment. Instead, despite management (Ulises Miranda) formally admitting to their severe operational failures in writing on March 11, the resort's corporate office refuses to refund the $2,765.20 owed for the services they failed to deliver. They operate under the assumption that foreign tourists will simply give up once they cross the border, but they are mistaken. This is now an active federal dispute for discriminatory denial of service (PROFECO Expediente #06683971, Art. 7 & 58 LFPC) and a formal regulatory financial claim. Do not subsidize this behavior. If Hotel Xcaret will treat a pregnant mother with such blatant hostility and happily pocket the money, imagine how they will treat you.

Beautiful resort, with good food and great service…read more Let's get the bad out of the way first. Full disclosure is that I have been to 5 other resorts, so I am comparing my experience to other resorts I have been to. If this is your first visit to any resort ever in the Riviera Maya you will have an EXCELLENT time with a few, but not bad, issues. Bad stuff - * They really are pushing their other resorts to the point most of the time i spoke to my personal concierge they tried to keep shoving me to their Exotic club experience. Which also, they may want to revisit the name as Exotic club means something incredibly different in USA. * They only have breakfast buffets and then dinner buffet 2 nights, the rest of the nights you have to either wait for tacos at the Guacamayas bar, which aren't until like 930 or get dinner reservations. As many have stated before me, the Generations is the kids part of resort and they have 2 restaurants for kids for dinner, so if you don't get in you are out of luck for dinner food outside of random event at night or room service. Most resorts have a few different dinner and lunch buffet options which is nice for grabbing a quick snack or dessert. * The artificial reef they have installed is an eye sore, i understand the point and was told it used to be way further out in ocean, but a hurricane pushed them to shore, but they are quit ugly to look at. (minor gripe) * They have daily activities, which is nice, but they don't seem to know the exact times. We were told by different concierge and activity people that Yoga was only wed and Friday, to find others said it's daily. Times also changed, they didn't even match a calendar our concierge gave us. We were told you could take a green house tour, but then told you can't right now. Told you could ride bikes around property as essentially from end to end it's about 4 miles... nope you can't. Overall it didn't seem everyone was on the same page, which made it kind of difficult to find what to do. The app is not accurate to any of this, so don't use that for much. * Their employees work 6 days a week with 1 day off and essentially work 12 hour days... This is common for the area, but stilll... that is rough. They make the local min wage of 8-10$ per day US and tips. *Most resorts every bar outside of pool bars had cappuccino machines, this one they said only the Chef Market did, we asked a few times, come to find out so does Haab (Indian food), as above, was interesting that you keep getting conflicting information * You see a lot of the employees wandering around on cellphones and texting, while this is also an issue in the US, this is the first resort where I saw that. This didn't prevent me from having great service, just found it unusual. Good - * BEAUTIFUL BEACH, while the artificial reef is an eye sore, they also have sand bags and manually installed wave breaks that make snorkling for most of the 3+ mile beach easy and safe as well as it makes it easy to find lots and lots of fish to see. Beach stayed clean the whole trip and seaweed was a minimum * Most of the food we had was pretty good. La Palma was Great and a lot of the servers did very well. Rocha I had on day 2 of trip and remembered my drink on day 6, they have good memories and seem to really strive on giving excellent service * Top shelf liquors and drinks. Some resorts you pay extra for, not this one. * Service, as stated had really good service almost the entire trip, was always welcomed with a smile and they would entertain speaking to me in the little spanish that I do know. Quite a few of the employees remembered My wife and I wherever we went and would make my drink or item when I walked up without asking. The fresh coconut vendor remembered my wife and when walking up would find the biggest one he had and give her the extra water for refills and cut up the meat for her when ready. The bartenders at Sling bar would make excellent mojitos and just chat away. * Tacos, a lot of the resorts out here make bland tacos to try and please all palates, this one makes pretty authentic tacos, their al pastor is on a spit and cut fresh for you there and they even have a nice and spicy habanero salsa that has a nice bite to it... for the uninitiated that like spcy, have a sweet drink to cut the spice if too hot... Mi gusto muy Picante!!!!!

Stay at your own risk! From the moment we checked in, things already felt a bit off. The gentleman…read moreat the front desk confirmed the length of our stay, quoted us the total cost, and asked whether we would be paying with cash or card. I was confused and explained that we had already paid in full and that my credit card had been charged. He said, "Let me check," and although I'm not sure he actually did, he returned in under a minute, handed us our room keys, and called for a bellhop. When we got to our room, we realized it was on a lower level, even though I had specifically booked and paid for an oceanfront room on a higher floor. I called the front desk to request a change and was told a higher-floor room would be available the next day. We then went to the concierge to make dinner reservations for our stay, only to be told everything was fully booked. Ana, the concierge who assisted us, mentioned that guests staying more than three nights receive access to the Nickelodeon water park. However, before giving us the tickets, she tried to sign us up for what was clearly a timeshare presentation (though she didn't explicitly call it that). She asked us to meet her in the concierge lounge the next morning so she could take us to the presentation and then to the park. We chose not to attend and instead drove ourselves to the water park. The next day around noon, we were notified that our new room was ready. We packed our belongings and moved upstairs. Couple hours later, concierge notified me that I had left my wallet behind, something that felt very strange, as I had checked the room multiple times. I assumed I may have dropped it under the bed or under the coffee table. When my wallet was returned, I quickly checked inside and immediately noticed that $220 USD in cash was missing. I also saw that my credit cards had been moved out of place. I went down to the concierge to report the incident. The concierge manager, Luis, showed no sympathy and did not apologize. I was informed that I will be updated in 24 hrs. 24hrs later, I received 0 calls, 0 updates. I escalated the issue to the front desk hotel manager Emmanuel, and received the same response. No concern, no urgency, no apology, and no follow-up, no accountability whatsoever. At this point, I've accepted that I likely won't recover the missing money, but I wanted to share my experience. The resort itself is beautiful, but based on what we went through, I would advise others to stay at your own risk. I will not be returning!

I decided to take my husband on a vacation for father's day since we had our rainbow baby due to…read moreCovid we were unable to go anywhere last yr so this yr I went all out I couldn't think of anywhere to go since we've already been almost everywhere well I'm glad she picked Canun and I'm glad she picked this resort everyone who we came in contact with had the BEST customer service everyone was very helpful very friendly they we're on top of everything the whole time we were there the food was good except for this one restaurant called spoons it was ok we really enjoyed the food the entertainment the arts & crafts everything about this resort was perfect we will definitely be back next yr with our older children there very big on customer service like me .

This is our 2nd time here and we love it as always. We're a member here and they really treat us…read morelike king and queen. The room is renovated, the bed is very comfortable and we love the turn down service. We love the employees who work here. They really work hard and very sincere to their guests. From the restaurant, spa, to the pool guys and butler service, everything is amazing. Food is always fresh and good! I really wanna give a shout out to the employees that we're connecting with: Our butlers, Bernie and Janet, they're go above and beyond in taking care of us, thank you! The guys at Spoon, Noel, Victor Hugo, Andres, during breakfast, thank you for always providing napkins and juice for my daughters! The pool guys, thank you for always reserving the cabanas for us, Dorian, Miguel, Alessandro, and Mariana!!! We will always go back every year!!!

On 15Jul26 my wife and I were assaulted in room 3227 as royal retreat members who did not receive…read morean upgrade for this room. Our "neighbor" Phil got so black out drunk that he assaulted my wife, his wife, and myself. Phil banged on our door telling my wife "she's a woman, clean up the shit outside". The "outside" mess was room service trays house keeping had left outside. I attempted to talk to Phil outside in my robe, one handed covering myself, to let him know that we did not leave the items there. Phil proceeded to push me with both hands, then punch me in the face twice, my wife once, and his wife consistently. At this point I went inside to get dressed and let security know what happened. It took multiple phone calls and alerts to the butler office to finally get security to our room. In the meantime Phil continued to break and throw dish-ware all over or communal stairs while beating his wife in real time. During this time he continued to punch our mutual wall and break more stuff in the room. After this security finally put him back in his room. We were told since Phil had his room longer than us, it was unlikely he would be removed. It took me threatening to call the local police for them to evict him. ELIZABETH assistant manger at the time came to our situation and assured us we would be taken care of. At this point there was well over a dozen staff and a dozen of our casita mates watching the situation. Incredibly embarrassing. My wife and I decided to not address it until our pre-check out as Elizabeth had assured us we'd be taken care of. Once we arrived in Casitas lounge to do our pre-check out: Sergio had said he'd heard all about our assault and would have the manager there for us, and asked us to get a drink and come back for her. We arrived 15 minutes later to speak with ELIZABETH who immediately LAUGHED in our faces. She said "we already kicked him out, what else do you want?" I explained to her we only wanted that day of the event off our reservation and we would pay for our spa and premium dinner and the entirety of our stay besides that. ELIZABETH reiterated that Lomas policy is to NEVER refund guest and we'd have to reach out to customer service. When I asked for their information she said she didn't have it, and finally relented to writing it on the backside on another guests information. Not realizing that she gave us their information. Elizabeth further told me she "will not" let me speak to the GM, and to "figure it out through email." I've traveled extensively internationally in the military and as a civilian and hand NEVER been treated with such contempt as ELIZABETH showed us. I would've received better customer service at a motel 6.

Probably top rated in its day. Currently rooms need updating and general mold and mildew…read moremanagement. Tile floors slippery when wet. No hot tub, but huge jetted tub. Hard to get reservations for fine dining and for excursions. Ask the minute you arrive, before you go to your room. 1st floor swim outs are very nice. Don't bother with 2nd or 3rd floor. If you have kids who need naps choose building 20. Kids to teens who need swimming supervision building 19. Loud, but where the action happens. Teens building 18. They will be on the move all day. 18 is a little less busy in the water but easy for check ins. If you are 18+ check out one of the neighboring resorts all under same ownership. This beach is not for swimming bring swimming shoes if you plan to go knee deep. The beach draped beds which is quiet and relaxing. edit! I found out they use Lactose free milk in the restaurant cappuccino machine. Beware! Montezuma visited me last night. We've been so careful. I noticed the spinach on the salad bar had not been cleaned properly. I suspect that they're not cleaning the frozen vegetables with bottled water. Lesson learned, bring some Pepto-Bismol and some hemorrhoid cream. This was about 4 hours of torture.

If you are looking for a laid back place to vacation, this is your place. If you are looking for a…read moreparty scene this is not your place. We enjoyed the fact that it was so laid back, but with that being said we had wished that the bars around the pool stayed open past 5 pm and that they opened before 10 am. We love some mimosas and bloody Mary's in the morning, but unless you go to the restaurants for breakfast you are out of luck. The food was good, and the only complaints was that the pizza place is over where the kids play that is pretty far away from where we were and there were no pool side burger or taco places. They occasionally had a pop up that you could get food but it was specifically between 1-3. Don't get me wrong the pizza was great we just were not going to walk that far to wait an hour to get our pizza. Drinks were great and entertainment was good as well. We were there with the friends that were members, but after seeing the difficulties they were having we definitely will not be joining.

Its Friday 10/24/25 and we just got a update that our United Airlines flight is canceled due to…read moreSTAGE 4 Hurricane Melisa. Jennie the manager of booking is not issuing a refund as its "still safe to travel", we have a 3 month old whos coming as well. Ive never seen a hotel be so Greedy and give no refund or offer a change of date with such a sever event. Just a heads up the staff and particularly management at this place is not just unjust but its cruel making us pay for a 5 day stay WITHOUT even being able to get to the island in general. Id stay somewhere else where they care about their guests.