I had a pretty good experience at Hotel Xcaret! My husband and I came here for a work trip, and we…read morewere 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.

Hotel Xcaret is a sprawling complex which consists of several resorts and parks which are located…read moreon 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.

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!

We were excited to get married at this resort after our site visit in 2023. It was scenic, and the…read morestaff we met then seemed attentive and welcoming. But unfortunately, by the time our wedding rolled around, the resort was under new management -- and it showed. Our onsite wedding coordinators, Elivia & Uriel, were great. They were organized, responsive, and genuinely cared about our day. They helped make sure the wedding events themselves ran smoothly, and we're thankful for them. But beyond the events, the guest experience at the resort was far from acceptable. Guests reported rude or inattentive staff, room service that never came, rooms with no AC or hot water, and restaurants that refused to seat people even when they had reservations. These issues caused real frustration and embarrassment during what was meant to be a joyful celebration. We also ran into food service issues at two of our wedding events, which should never happen at a resort that hosts so many weddings. Most seriously, a guest was told a food item was nut-free -- it wasn't. They ended up in the hospital. That level of negligence is completely inexcusable. Elvia and Uriel did their best, and we're grateful for them. But the resort as a whole failed to deliver the standard of hospitality and safety that any guest should expect, let alone during a wedding weekend. For couples considering this venue: the beauty is there, but the service and care are not.

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!!!

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.

Before my arrival I was excited about the opportunity to be at an all inclusive resort. Our travel…read moreagent said it was KID friendly ( HAH ! not really) We were immediately disappointed at arrival. We paid extra to be on the first floor walkout to the cold pool. This was the FIRST time at this RESORT. The staff were friendly but quickly wanted us out of their space. They asked if this was the first time, we said yes. However we were NOT given complete information and were not told to BOOK restaurants NOW. Don't wait!!! The adjoining rooms : Mine was fine... however my daughter's was POOR. The sofa smelled like someone urinated on it . The reading light was poorly connect and gave one a shock when they touched. The bathroom had a broken and cracked sink that leaked water when you turned it on ( pictures below). One shower light leaked water. We notified the front desk the next morning , because we arrived late due to delayed Lomas Travel travel to the Resort from the airport. It took us 3 hours to get a van. We waited outside the the Lomas Travel spot and they were friendly . However kept saying " it is coming ". Gratefully when we finally had a van we were the first drop off location. We asked the concierge if there was another suite. NO was the response they were booked full . We would have to take a lesser upper floor and would have to sign a release /acceptance with no refunds or credits for the lesser room. Yes ...They came to clean the room and address the sofa bed odors and stains. they did not fix the sink nor the light. Only one dinner reservation was achievable, for 4 persons . The other reservations were for 2 people only. Understandable we could not go to the ADULTS only side restaurants with my young grandson. My recommendation: RESERVE all restaurants before you get to the resort Again we should have been informed BEFORE we arrived. The food was acceptable . The Indian and Italian restaurants were the best - they get 4 stars for the entrees and appetizers. The Indian restaurant did NOT have any of their menu listed desserts...only strawberry ice cream. This was a disappointment but tolerable. The Tex Mex restaurant was so poor we walked out and ordered room service. They are kid friendly and provide support if your child is over 5 years old or an infant that mom takes care of/feeds ! They had no paper, plastic cups or straws for 3 years old. They gave my grandson a stemless wine glass with chocolate milk. REALLY? We had to ask for a recyclable plastic cup every time we sat down. They had adult plates and eating utensils. So I learned that kid friendly meant that they smiled and said hi to kids and provided at 3 restaurants a kid menu of the basics. I will say 90% of the wait staff were friendly. Smiling and saying hello and have a good day in Spanish. And yes , we did tip them. However, Most of the answers to our questions were: - no we cannot do that or that is not available , or no sorry. The ADULTS ONLY side of the resort was beautiful ! and probably a better place and service . However remember NO kids are allowed on that side . MORE INCLUSIVE activities , 3 of them, were NOT kid under 6 friendly. NO kids under 6 . Nickelodeon was accessible and covered. However, despite scheduling in advance the date we wanted to go , we waited an hour to get a van ride to a place that was very close. And then we waited in line to get our wrist band. Again more information at check-in would have helped and directions how to walk there across the resorts would have helped. OR more golf cart transportation! There was a play area for kids but not open all day. And if your child was under 4 you had to have an adult there. BUT only one adult could come in. Another rule even if the place was empty ! We had to book our return transportation trip to the airport 3 x's . Once at Check in and 2x's more - not sure why? We did get a direct van 4 hours before our flight departure. Maybe should have fudged about departure time. The refrigerator was stocked sufficiently with water, sugary soda , and beers . No juices or other waters . No regular milk for children. 2 small cartons of chocolate milk. The weather was beautiful as well as the views. My recommendation s are: work directly with the Resort and reserve. FORGET the middle man - LOMAS Travel in our case. It cost us extra $$ for sure. It was hard to get a fully paid receipt from either entity and we had to fully pay i month before arrival. It was very difficult to get travel vouchers to the RESORT . We received them less than 4 hours before arrival in Cancun. Promised 5 days before arrival . Ask many questions, the web site has limited information mostly for advertisement purposes. BOOK all eating locations requiring reservations before you arrive at the Resort . Make sure if you are bringing kids that they are older than 6! We should have been told about that by the travel agent.

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.