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Reviews (1,853)
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Reviewed 29 March 2018

We were at the resort March 20th-27th. With another couple and a single guy. (5 of us) from the time we set foot onto the resort we were in awe. The hotel was spectacular & the food was delicious. We had a river suite. We ate and drank at every facility. No complaints. Some of the staff we got to know in our 7 days were : the bus driver Renee, the bar closest to the chapel. Fanatic 7 :Monica, Karina, Jonathan, Joesph, Yoshi, the lifeguard Stacey, grounds security Jesus, Infinity pool Arcenio, Kyak place: Fredy, Dinner theatre Roberto, (he worked his butt off !! )The snack bar: Manuel (come to Canada) another server Joel. I can't remember all the names to many tequilas LOL. A friend and I walked up the stairs of the chapel, the view up there is amazing. You can see the owners house from up there. But yes, Fantastic service! The parks were amazing. Loved our trip. We will be back

Room Tip: They are all good rooms
Stayed: March 2018, travelled with friends
1  Thank RandH03
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 30 March 2018

Dear RandH03,

We appreciate your kind comments regarding your recent experience at Hotel Xcaret Mexico; to know that your stay with us was really pleasant is the best reward we could have!

We would like to thank you for sharing your such a kind review from your experience at Hotel Xcaret Mexico.
Guests' satisfaction is our top priority, and our best reward is to have our guests depart with everlasting memories from their stay. We are glad to know we were able to deliver this promise to you!

Our colleagues really do take the greatest pride in ensuring each and every guest is made to feel special, and to deliver memorable levels of personalized service; it is always so pleasing to hear we have got this correct, and helped to create such a memorable experience during your stay through all our team service.

We are encouraged to offer unforgettable experiences and our team works diligently to communicate our brand through a unique and warm service, with the commitment that all our guests take the best of México deep in their heart.
We look forward to serving you on your next visit to our resort.


Kind regards,


Jorge Ducoing.
Hotel Manager.
Hotel Xcaret México.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 March 2018 via mobile

Just returned from this beautiful hotel!! We’ve been 3 other places in Mexico and this was our favourite. We travelled with 2 small children and other family. The kids loved the kids pool, although it’s not great for the younger non swimmers ... there’s a large drop off into deeper water that’s hard to see. So our 5 year old loved it... but it made me nervous with the 2 year old. Sight lines werent great either. You can’t see on all sides of the pool at all times. It’s a circle shape area to play. Other resorts have the kids area set back... kids were always visible. We made due.. everyone still everyone it!

The staff was very friendly and always willing to help or find someone that could!

The bed was amazing... I’ve never slept in a bed better besides my own. The room was beautiful . New. Clean.

The hotel was amazing ... beautifully done.. we’ve seen nothing like it. I wish there as a better map of the hotel tho. It was hard to navigate where things were or where to go. We almost missed how beautiful it was... it’s larger than you think. I’m sure we missed things!

The Restutant by the lagoon ( close to the ocean ) is a must eat. Sorry I didn’t pay attention to any of the names of the restaurants . But this one was beautiful and the food and staff were amazing!!

My children are younger and didn’t enjoy the parks.. some weren’t age appropriate and some just too much waking in heat. They told us the kids would love it, but it didn’t work out . I think maybe in a few years. The older children that came with us/ they were 10 and older/ they enjoyed it .

Overall... we will be back!!! Out of the 4 places we’ve been this one I can’t wait to return !!

Stayed: March 2018, travelled with family
2  Thank Zim995
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 29 March 2018

Dear Zim995,

Kindly accept our gratitude for the charming review that you have shared on TripAdvisor with regards to your recent stay at Hotel Xcaret México.

Your kind words left nothing to the imagination. For sure, prospective guests who read your comments will be enticed to experience the same level of service and entertainment which you enjoyed during your vacation.

May the wonderful memories of your stay entice you to return for another splendid holiday.

Kind regards,

Jorge Ducoing.
Hotel Manager.
Hotel Xcaret México.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 March 2018 via mobile

Finally going to post. I was there two weeks ago with my son and his dad. The hotel was amazing. The food was delicious and they were very accommodating for my 4 year old. the garden view room was great. A small issue with dampness in the room and a musty smell but we managed

I can’t say enough about Viviana from customer service. They offered us another room but I could not face packing and unpacking so we stayed put. She helped me with any questions and went the extra mile. I actually left a Tiffany’s silver ring in the room and it was found and kept safe by Viviana until a fellow kind Canadian traveller brought it back to Toronto for me.

The kids pool was a hit with my guy as was the kids club. All the staff rocked. I found everyone super helpful if we ever got lost At the cave restaurant the waiter went to another restaurant to get ice cream for my guy.

I didn’t find anyone smoking by the pools and we always got chairs. We didn’t do a lot of the parks as my guy is only 4. The transportation was easy. Loved the little food carts too

Hotel Xcaret you rock. I will be back

Stayed: March 2018, travelled with family
1  Thank Kelly K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 29 March 2018

Dear Kelly K,

Thank you so much for sharing this very positive review on TripAdvisor, further to your stay amongst us!

We are glad to read that you particularly appreciated your experience in the Mayan Riviera thanks to Hotel Xcaret México.
It is great to hear that you have had a stay that was no less that luxurious and entertaining.

We will be sure to also inform Viviana of your kind mention, another amazing feather in her cap.

Please be assured that your kind words will be shared with the entire team whose aim is to satisfy each guest’s preferences and needs.

We look forward to welcoming you back soon for another memorable moment in our resort.


Kind regards,


Jorge Ducoing.
Hotel Manager.
Hotel Xcaret México.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 March 2018 via mobile

Our group of 12 travelled to this marvelous resort from March 19-26.

Before arriving, I was in contact with Stephanie - a Guest Service Manager. She answered all my questions, made our dinner reservations, and scheduled our transportation to the airport.

Being a large group with 5 rooms we requested to have rooms close by one another with certain bed configurations and locations. Stephanie was able to do an incredible job of keeping us all together and put us in a beautiful ground level suites in the Tierra building with walk out patios and partial ocean views. The rooms also had a champagne & chocolates waiting for us. Just perfect! She was also in contact with us throughout our stay to help us with anything that came up. We have never had this type of service.

Upon check in, were told that our rooms were upgraded & we would need to check in with the concierge. She was already busy and now had 3 families to check in & came across rude and abrupt. We were there for well over an hour.

After getting settled, we went for dinner at la Cantina, service was friendly but slow & inattentive. After those two service flaws the service we experienced throughout our trip more than exceeded our expectations.

We had outstanding service from everyone we encountered at all restaurants, pool side, lobby, buffet.
Some of the people we got to know were truly genuine & caring.

A special thank you to Alberto, Alberto, Graciela around the pool.
Ismael & Jorge from the cave restaurant
Andres el Mercado
Basilio, Abigail & Jesus at the
Fuego restaurant.

The resort is beautiful & breathtaking. Lots to see & explore.

Brand new buses for transportation to and from the airport & parks.

We did Xplor, Xplor Fuego, Xenses, XCaret & Xel Ha. Everyone’s favorite was Xplor at sunset & at night. Excellent service & professionalism at all the parks.

This hotel is truly spectacular with many features and inclusions as well as amazing service.

These are my suggestions on how the hotel could make changes that would make it more enjoyable for future visitors.

1. Map & information package at check in.
Information regarding restaurants including hours and which ones are opened.
Information on activities such as nights the band in playing & days the boat to XCaret in closed.

2. Better signage and directions to help you navigate around the hotel.

3. Room cleaning, mini bar stocking, & turn down was very inconsistent.

4. Although we found things to drink, we were very disappointed with the quality of the blended and mixed drinks. We felt the mixes were very artificial overly sweet. Loved the fact that the resort uses high quality liquor but it is wasted with mixes used. Hoping to see a drink menu with some signature drinks using more natural ingredients and real fruit.

Our group all agrees that this was one of our best trips & would recommend to anyone!

Stayed: March 2018, travelled with family
3  Thank Bon W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 29 March 2018

Dear Bon W,

Thank you for taking the time to write such a complimentary review of your recent stay with us, it is our primary aim to deliver the most exceptional of experiences to all our guests, large and small! We are thoroughly delighted we achieved this and that you and your family had such a wonderful time.

Our colleagues do take such pride in delivering an individual level of service to our guests, and we will be sure to pass on your comments to all our team and the rest of the team across the hotel.

We cannot thank you enough for such kind words and staying as honest with your review. We have taken note of all the comments made to better our services. We are happy to read that there are indeed parts of the stay that had met your expectations and we hope that this does not deter you from returning for another luxurious stay in the future.

Thank you once again for taking time off your busy schedule to share us this fantastic review and should you ever require another exquisite retreat, we will be more than happy to accommodate you once again.

Until then, have a wonderful week ahead of you.


Kind regards,


Jorge Ducoing.
Hotel Manager.
Hotel Xcaret México.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 March 2018

This is a brand new hotel, and we were lucky to catch their promotional all-inclusive pricing (which included 5 amusement parks, transportation and all sorts of excursions). The place just breathes luxury: from room appointments to the common areas' design to furniture to equipment - everything is shiny new and feels expensive.

Food and drinks call for top marks - this was one of few times on my memory when everything (literally - everything) was very tasty, with a great variety of choices and quality of preparation and presentation. Including the freshest fish and seafood.

The personnel was extremely friendly, smiling all the times and ready to help.

The spa was very good, too - everything new and shiny and just inviting for relaxation.

Definitely recommend. Definitely would come back for more.

  • Stayed: February 2018, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank lubger
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 28 March 2018

Dear lubger,

Thank you for taking the time to review your recent stay with us at Hotel Xcaret Mexico. We always appreciate feedback we were delighted to read your kind comments, and to hear that you rated your time with us so very highly and enjoyed our enviable parks, culinary variety and our SPA.

Our colleagues really do take the greatest pride in ensuring each and every guest is made to feel special, and to deliver memorable levels of personalized service; it is always so pleasing to hear we have got this correct, and helped to create such a memorable experience during your stay through our associates service.

We look forward to welcoming you back to Hotel Xcaret México on many more occasions.

Sincerely yours,

Jorge Ducoing.
Hotel Manager.
Hotel Xcaret México.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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