La Casa de la Playa Xcaret

We recently spent a long weekend at the hotel, and here's a breakdown of our experience at room #2405: The Good: The hotel boasts excellent restaurants and great bars. They offer fancy transportation to any destination you wish. The parks and pools are fantastic and enjoyable. The Less Good: After many hours of flying, we arrived at the hotel only to be given a dirty room that smelled of mold. It took two hours for them to find us another room. The second room we were assigned, #2405, was notorious. It’s located under the pool machines, so we endured constant noise at 50-60 dB, which is far above the acceptable noise level of 35 dB for hotel rooms. When we complained about the noise, the butler casually mentioned that this issue was well-known. They offered to turn off the machines if we wished to stay in the room, but every time we asked, the hotel manager insisted that there was no way to do so and that the machines wouldn’t be turned off. On the last night, desperate from the ongoing issue, they finally offered to move us to another room. However, by then, we had already lost patience. Conclusion: The price does not justify the quality of the rooms. We were deeply disappointed by our stay. The staff, including the butler and hotel manager, were unhelpful and dishonest, which added to the frustration. There are other hotels in the area at a similar price point or even cheaper that offer a far better experience. Warning: Stay away from room #2405.

The Most Amazing Hotel Experience We received an upgrade to this room from Hotel Xcaret Arte, and we were blown away by how beautiful the property is and how nice our room was and how amazing the views from the rooftop pool and the lobby pool. From the private vehicle transportation arrival to the gracious check-in and welcome drink to the amazing Oceanfront suite complete with outdoor pool and outdoor jacuzzi tub and outdoor daybed, the room had everything, even a jellyfish aquarium tank! The standard sweet here is like a presidential suite at other hotels. They provide a concierge in the butler for every room to take care of all your needs such as dinner reservations or arranging transportation to the Xcaret parks and shoes, and of course your return trip to the airport when your trip finally comes to a close. The hotel also offers 24-hour room service with delicious menu offerings above and beyond the Standard Hotel. We have a Michelin star restaurant on site as well as access to all of the other top rated restaurants at the different Xcaret properties. They also offer a 24-hour cocktail bar, a 24-hour chocolate and candy shop, and a 24-hour tequila tasting room and a winery. When you stay here, you'll never want to stay anywhere else.

This is the best resort my wife has ever stayed at and one of the best for me. We loved how beautiful, peaceful, and quiet the resort was. Sometimes, it felt like we were the only guests there, so we had the entire hotel staff at our disposal. We had a minor issue with our room experiencing a lot of noise coming from the room above us or The Sky Bar. But the hotel took care of it relatively quickly and switched us to a much quieter room. We were very lucky to get Guillermo and Alberto as our butlers as they took care of all our needs.

From a savvy world traveler, I can say our stay at Casa De La Playa was our favorite vacation! It was so relaxing and invigorating at the same time. From zip lining through a ring of fire in the jungle at 11pm to room service delivered to our “ room locker”, no detail was missed. We could snorkel right off the beach, we had private transportation everywhere, food was outstanding, staff is very accommodating. Don’t hesitate! Oh, 24 hr access to the wine cellar is included!! ( photo below)

One of the best beaches, nicely designed resorts in the world! However, I lost my Burberry folding sunglasses which I had been having for a very long time! It’s sentimental. Also, one of the butlers, Neftali Gomez, made the whole journey stressful in the end when I was checking out of my room, he said even if I left my room five minutes later, they would charge me USD$300. Whole other staffs were all very nice and friendly! One person can ruin everything! Before this incident happened, I’d be very happy to give this resort a hundred percent five start rating!

WOW! I thought I experienced luxury staying at places like Nemacolin, Four Seasons, The W, The Sanderling. But this place is in its own league - the service, food, views, cleanliness, transportation, hospitality, completely phenomenal! My butlers Celeste and David were fantastic, our drivers Jesus and Mathieu were polite, timely and attentive and dinner at HA was worth the Michelin Star. Worth every penny, very romantic place and we will be back.

The most beautiful place!!! Every detail is a work of art! The service is impeccable, Laura and Kiyoshi were amazing and on top of everything we could possibly want or need. Miguel and Kehzac at the wet bar pool were incredible, so many fun drink and food recommendations! The beach attendant (forgive me, I didn’t catch his name) was amazing, he saw me looking for shells and came over with a handful of the most beautiful shells! The food is fancy and more of an authentic Mexican, can customize whatever you want and great quality especially for an all inclusive resort! You also have access to all of the restaurants of the 2 other resorts! Highly recommend!!! Shuttle service to and from the airport was easy, private Tesla or GMC. Very quiet resort, Most of the time we felt like we were the only ones there!

Booked this hotel from 11/14-11/17 at the end of August and was really looking forward to my stay because of all the great reviews. Got an email within a week to confirm my flight information for an airport pickup car and any food allergies they should know about. Responded with that information and a couple of follow up questions. Airport pickup car was confirmed, but my questions were ignored. Sent a follow up email and got no reply. A week goes by with no answer, so I sent another email. Another week goes by… no answer. I send two more emails about a week apart and continue to get ignored. At this point I’m about three weeks away from my reservation date and it would be pretty nice to finally get a reply so I call two numbers given to me by the web chat option on their website and nobody picks up. At the price they’re charging, it would be really great if someone can answer an email or pick up a phone call, but I didn’t get any reply. I cancelled last week and booked a different resort thinking that was the end of it. Got an email today asking about my flight information to arrange an airport pickup car and to confirm any food allergies we might have. Thanks for finally responding after almost two months. 🙄

My husband and I had a wonderful time celebrating our wedding anniversary there! I could write a book of all good things about this place, but I'll try to keep it short. The hotel is stunningly beautiful with rivers, swinging bridges, lots of unique nooks to hideaway and to explore, amazing architecture, art and a bright blue ocean. The service is top notch! I've never experienced such comprehensive service anywhere else. When we arrived at the airport, they have a separate air conditioned Xcaret lounge and served us drinks while we waited for our shuttle. We booked at Casa Fuego, the adult exclusive tower, so we got private check in away from the lines of the front lobby. It also includes a butler service 24/7. Anything we wanted, we just texted our butlers, Christopher and Magaly on call. They are so very helpful! Even got us a last minute reservation at Teatro Rio, the dinner and show. The staff in all the restaurants, pools and all around the hotel always go out of their way to make us feel special too: Special huge shout out to all the restaurant Fuego staff: Xiomara, Marin, Yesser, and other great staff; there are too many to mention. We had a great time on the property. As Casa Fuego guests we had access to the rooftop pool and bar. I love the clear pool and the ocean view there. All the amazing activities are included; we kayaked, swam in the river and the ocean, we went to Xcaret park, Xplor, where we ziplined and attended the Chichen Itza tour, which has a park fee of $30. Totally worth it! The food in this hotel is amazing! They have everything you can think of: Asian fusion, seafood, Italian, Mexican etc; everything was presented beautifully. The Sunday brunch has high end offerings, such as Foie Gras, an Ahi tuna cutting show, fresh seafood, grilled items, Mexican food with tortillas made to order, desserts, etc.. I cannot say enough about their service. Upon leaving, our butler, Magaly met us at the private checkout, the bellboy brought our luggage to the shuttle. The Xcaret representative met us at the shuttle at the airport then carried our luggage and helped us check in with Southwest Airlines. Xcaret is the perfect vacation! We relaxed, explored, learned about history, culture and art of Mexico, and enjoyed some great adventures. We look forward to going back very soon!

We visited this resort after many recommendations. We were welcomed at the airport by staff who escorted us into a little waiting area with snacks/soft drinks while we waited for the shuttle. The shuttle was about 1.5 hours to the resort. Once to the resort, our luggage was requested and tagged and we quickly checked into our room. The room was beautiful! The resort was very clean. We immediately went to Mercado for a late lunch. There was quite the variety and staff seemed fairly knowledgeable about food allergies. They have a margarita bar where you can mix/match what your heart desires. We booked our visits to the park, but did not know ahead of time that we could have booked sooner. Many were not available, but we still found a way to fill our days. We went to Xenote, Xplor and Xcaret. The resort was so big that I'm not sure we covered the whole area. Overall our service was great. There are definitely a lot of children at the resort also. We felt we really got our money's worth on the trip and WILL be back!

My dad visited this resort about 3 years ago and raved about it so much that he decided to treat my husband and I to a vacation for 7 days. (Family trip with my dad, little sister, me and my husband). The resort itself is gorgeous! Once you arrive, the bellboys take your luggage to your room once you check in. The resort is HUGE. I didn't know my way around until the third day. First issue was my dad booked two junior suites. One with a king sized bed (me and hubby) and another junior that was supposed to have two full beds for him and my sister. At check in, they told him that his room only had one bed and they couldn't do anything about it since they were booked up. Makes no sense but ok. The room was decent. There's a bottle of champagne and chocolate covered strawberries. The mini fridge is stocked with beer, water, and sodas and if you drink it (or hide it), they will replace it when housekeeping comes. The bathroom door was broken, the headboard was stained, sheets stained, comforter stained. Our lamp shade had crayon scribbled on it and there was dust caked up on the lamps. There's no washcloths so bring your own. The buffets are ok. Each once offers different things. Food is blah. I've never had "hot wings" that was just fried chicken smothered in ketchup. Your best bet is making a reservation at the restaurants as soon as you check in. My favorite was the steak house and Japanese food. The buffets shut down around 4pm so if you don't have a reservation, you'll be eating at pacos tacos (open until 2am I believe) ! Not gonna lie, their food is bomb! Housekeeping sucks. As I stated earlier, my dad only had one bed in his room so he slept on the pullout couch. He requested sheets and an extra blanket and they said they would be there in 10 minutes but never arrived. Again, housekeeping SUCKS. After being out all day in the humid raining weather, I wanted to take a nice shower. I called housekeeping to bring extra "wash cloth" towels. They said they would deliver them in 10 minutes. 10 turned into 20, 20 into 30. I called them again and they said "someone is on the way." I waited ONE HOUR before taking a shower because I was tired and it was late. After my bird bath, I grabbed a "fresh towel" that was neatly folded on the rack and to my surprise, it was the same dirty towel I used the night prior! How do I know it was the same towel? Because it was my previous towel that had my makeup stains all over it! I was livid. I marched to the front desk with the towel and complained. For not bringing fresh towels and for folding up a dirty one and putting it back on the back. They apologized and said they would make a report. I also recommend bringing disposable sheets because I changed into a new pair of pajamas that I bought specifically for the trip and when I laid down (after spraying lysol on the bed), I smelled like ass.(after showering). I had my husband smell my shorts and they stunk like mildew and ASS. For the resort being in a tropical place with a lot of rain, you would they would be more cautious. There's MARBLE FLOOR throughout the property outside. So many people slipped and fell. Just a lawsuit waiting to happen. There's a lot of animals on the resort. Monkeys, deer, flamingos, and a whole bunch of other things I couldn't identify. My husband also got bit by a huge black spider in the pool so be careful. If you're looking to do activities, they will tell you to attend a "presentation" to get a discount. You meet with a representative, have breakfast with them, go on a tour, and you're taken to an office where they try to pester you into buying a time share. Anyway, my dad's room ended up being charged $2000 for excursions that he did not do. We DID visit chichenitza through a third party and it was a nice experience but you will be there allll day! We left for chichenitza at 7am and didn't arrive back until almost 9pm. There's live entertainment. A Mexican Michael Jackson performed. He was good lol A lot of the tourists at the resort lack common courtesy. My favorite place is the beach. So gorgeous. Relaxing. The water is so warm.

We stayed for 4 nights, 5 days at Xcaret Arte and loved it. The resort is beautiful, clean, massive, tropical, and produces exceptional customer service. Our favorite part of the trip was the morning at the spa. Take your swimsuits to enjoy the hydrotherapy sessions which are complimentary with a treatment. The steam room, ice room, sauna, cold plunge, hot tub, massage, and facial were lovely. Second favorite part was the employees at the rooftop pool at Casa de Piramide. Karen and Ruth were top notch and took care of everyone who visited and were very friendly. We made sure to tip both of them before leaving, since they catered to our every need for the entire trip. My favorite restaurant was Arenal followed by Cantina VI.AI.PY. The drinks and food were flavorful and the best we had during our stay there. It's definitely one of the nicer resorts I've stayed at and would highly recommend it as an escape.

this is a pricey all inclusive so we were disappointed by the late check-in and you had to wait 1+ hrs for room service. thankfully the food is good and there's always a tacos stand to grab something delicious on the go. they also have free snacks and refreshments in the room and toiletries. the shuttle to the parks was also always there within 10 min of me getting there.

Get ready to sizzle under the Mexican sun! Our stay at the all-inclusive resort Xcaret Mexico was an absolute fiesta! From the moment we stepped foot on the property, we were treated like VIPs by the incredibly hospitable staff. Things only got sweeter when they handed us a free popsicle upon arrival--such a cool welcome! (Flavors included: Guanabana, Caramel, Tamarindo, Lime, Coffee) The staff took it to a whole new level when they found out it was my boyfriend's birthday. Guest services surprised us with a darling piñata shaped like a Mazahua doll, a scrumptious cake, and a birthday card, turning his special day absolutely spectacular! Our adventure became even better with access to all the parks, offering boundless opportunities for exploration and excitement. But what truly stood out was the culinary journey we embarked upon. The buffets and restaurants laid out an irresistible spread of dishes that left our taste buds tingling with anticipation. From sizzling Mexican favorites to exotic international delights, each bite was a burst of flavor that left us craving for more. (My favorite places to eat were: Mercado de la Merced & Las Cuevas) And those made-to-order marquecitas! Mmm mmm! The crispy, delicious dessert, stuffed with heavenly fillings were downright addictive! With the drinks flowing freely and the ambiance alive with ¡Viva la vida!, every moment was infused with joy and celebration. We're already counting down the days until we can come back and do it all over again! ¡Salud to unforgettable adventures!

Hotel Xcaret was a good experience, but for the price, I was quite disappointed by a few things. The biggest issue were the CONSTANT SALES PITCHES to join their "membership club". Note: DO NOT take their invitation to a breakfast in order to get free perks. They will take you to the top of the pyramid and you are basically trapped there for hours while they push very hard to sell. Every time I went to concierge to ask questions or make reservations, they would ask me to come with them and take a roundabout walk while selling me on the membership club! Food was mostly good. My wife got a bit sick after going to the buffet, so then we stuck to the nicer restaurants. Another issue is that there are no walk-up bars outside. You have to get into the pool to order a drink. Plus, the drinks were very weak (and I don't have a high alcohol tolerance either) and we always had to wait so long for service when sitting outside. At one small rooftop pool, the servers kept skipping over my wife and I, instead only helping the 3 other Spanish-speaking groups around us. It was obvious they did not like us and so we avoided that pool.

First time staying at Xcaret hotel Mexico in Cancun. Definitely love everything of the hotel, just suggest to add more signage. The hotel is huge and connected to Arte hotel. We got lost a few times, we try some different route and unable to return to our hotel. The hotel has 11 restaurants and 3 of them need advanced reservation, I called ahead 2 weeks before our check in date and still unable to reserve the restaurant that offered 5 course meal dinner and performance. We were able to make reservation at Xin gao for 2 times during our stay. I have decided to try the A La cart and sushi bar for omakase. We went to 4 X parks that close to the hotel including xsense, xplor at night, xoximilco and Xcaret. There is also a boat ride available to go to Xcaret and they dropped you off by the theater.

We stayed here last month for 5 nights. We stayed at Hotel Xcaret Arte which is the adults only section of the hotel. This hotel is humongous (no joke). We stayed on the fourth floor in the Musica area. We were welcomed with alcoholic drinks and burritos in the lobby area. Check in / check out wasn't difficult at all and staff at the counter were friendly. I asked them for a map of the hotel to help us get around. They told me to scan the QR code on the paperwork they gave me. I scanned the QR code and it only lists the the restaurants they offer but no map or directions on how to get to the restaurants or anywhere ... absolute waste of time. Thankfully they have plenty of staff throughout the hotel that were very helpful guiding you to your destination because without them we would have an even harder time finding our room or restaurants. The rooms are absolutely beautiful with a balcony and hammock. There's a mini fridge stocked with glass water bottles (very nice), beer, cokes and juices. There were treats as well in mini bags - everything in the room is complementary and replenished on a daily basis. The rooms smelled so nice inside with beautiful scenery from our balcony with comfortable king size bed. The scenery everywhere in general was absolutely gorgeous and artwork throughout the entire hotel. Also too the bathrooms around the lobby were always super clean and cloth towels for drying your hands (not paper towels). Plenty of restaurants to eat from (I won't go into details), our go to for the most part was the Mercado buffet restaurant. One of our most memorable members of staff was Amanda Maribela Jimenez who would come around every night to clean our room and leave us treats. We did do excursions and parks at the park which are complimentary and had a great time at each place. Hotel Xcaret Arte was so humongous to the point we almost always needed staff to get us around or we would get lost. This was too much stress and not worth another visit from me so sad to say (as beautiful as it was), I won't be coming back. On another note I do want to say we were never bothered by staff

How could I ever put it into words how great my experience was at Xcaret? I can't. Just know that it changed my life and I don't want to vacation any other location in the entire world; I'd always return here if given the chance. I'd give it 20 stars, if I could. Adventure, fun, relaxation, rejuvenation, delicious food all over, beautiful waters, many pools. Great times were had and amazing memories made.

Hotel Xcaret México Resort/Rooms The resort was breathtakingly . Our room was HUGE and spotless. From our patio, it was just a few steps to the infinity pool. The kids loved laying out in the hammock and relaxing in the jacuzzi. We had our own butler, who was amazing. On day 2, I requested a woman instead. She was fantastic as well and literally did all of the running around for me, which allowed me to relax more. Three people (outside of your butler) visit you each day - One to clean the room (they don't just make yours beds fyi; they replace ALL bedding each day), one to refill snacks drawers + mini bar, and one for turn down service (she brings *special* snacks, fluffs your pillow, dims the light, turns on jacuzzi, etc). I flooded our room with the jacuzzi (there's a reason they want to turn it on for you lol), and the staff quickly came to clean everything. They got the room dry and replaced everything inside, including the mattresses. I made a huge mess. It was awful, but the staff was really nice about it. It took the team of 5 about 30-45 minutes to clean. Parks There are 7 theme parks and 5 excursions - with unlimited access included in the price. We visited 4, which was plenty to leave us exhausted. Our favorite was Xenses. The entire place is...trippy. Our least favorite is Xcaret. It's mainly animals, but there are no barricades to separate the animals from the people. Food There are 12 restaurants at the resort. My favorite was Las Playas, it is underneath the infinity pool. The boys loved Chibali, which is a restaurant geared towards kids - unlimited ice cream, candy, etc. All of the restaurants were unlimited, including room service, and the kids definitely took advantage of it! They would wake up and order room service for breakfast, then get dressed and go to a restaurant for a 2nd breakfast, then lunch at the park, then dinner at the resort, then another dinner at a different restaurant, then ANOTHER DINNER via room service. There are also tons of snack carts throughout the resort. They have burgers, popsicles, cookies, tacos, coconuts, drinks, marquesitas, cotton candy, etc. Parks have restaurants as well. They are included in your stay. My favorite was the buffet restaurant at Xplor. It at least had something we could all eat. My least favorite was La Cocina at Xcaret park. TIPS I packed 2 swimsuits for each day, a dress, and shorts. You really only need a swimsuit, since you're in water almost all of the time. I would only switch to actual clothes at night when we went to dinner. You NEED water shoes. All of the parks are in the jungle! You're basically hikes and walking through rocky caves. I purchased our water shoes from Amazon for around $20 each. They look like sneakers and have extra support on the bottom - good for walking and swimming. They dried fast too! I brought 3 pairs of sandals and a pair of heels. The day I switched, I regretted it. Bug spray is a must! We tried the mosquito bracelets, but those weren't a good idea since you have so much on your wrists already (resort wristband, Apple Watch, wristband for extra activities, locker wristband). The locker wristband is huge and itchy (made out of Velcro). Use the resort transportation. We booked private transportation to take us to the resort from the airport (about an hour away), and it was okay, but to drop us off at the airport, we opted for the resort's shuttle, and it was amazing! The seats were huge and comfortable. There was wifi, bathrooms, ac vents at each seat, and a foot rest. I spent around $360 for photos, and it was 100% worth it. I'm usually the one taking the photos, which means I'm not in them. If you purchase photography, you don't have to worry about that, AND it also allows you to leave your phone behind. We ended up with around 5,000 photos. During the trip, I left my government issued phone overnight, in a bag outside near the pool. When I remembered the next day, I went to the pool, and it was still there! I lost my driver's license on the ATV trail, it was returned to me. My son lost his shoes in the river while zip-lining, they were returned to him. I left my phone at one of the restaurants, it was turned over to security, who gave it to our butler. Cost The TOTAL trip with all the extras was just under $19k. It was 100% worth it. We had the best time! If you book much earlier (a year in advance) and downgrade the room, you could probably get a week for around $5k. We booked about a month and a half before, and we went during peak season. This was the BEST vacation we have ever taken and will definitely be hard to top.

I give this hotel a 3 star its nice but for the price theres a whole world out there in cancun nothing too special...and the staff is rude they observe you by ethnicy and treat you by ethnicy not sure if ill be back since all staff are not friendly not unless youre willing to fall on their timeshare

The first night was a mess to be honest. Like what others had mentioned in their review the front concierge were not that friendly and not helpful. Luckily when we arrived we had spoken to a manager that helped with our room problems... I would rate this 3 stars but the hotel was so convenient, everything was easy from food to transportation to parks. The girl itself was literally a theme park off its own. I wish I had more time to explore the parks and the resort. The views were amazing and loved every corner the hotel offered. I loved that the buffet was open and no lie the best food and very convient when on the go. Besides the issue we had when we got to the hotel overall a beautiful place to stay !

This was one of the most beautiful all inclusive resort I've been too. The shuttle picked us up at the airport. I got to the hotel early, around 8 am, check in was at 3pm. My boyfriend and I was able to get passes to explore and eat at the resort before check in. All the workers are friendly and greet you with a smile. I tried many restaurants, all freshly made and a lot of varieties. The CONs; they won't let you check in early unless we pay extra $300. When it was time to check in to our room, they told us the room weren't ready. We booked 2 beds, but they have one available if we want and to pay $480 extra per night on the more expensive side. We refused to pay and complaint why our room weren't ready. 10 minutes later the guy said they do have one room available. SMH ‍ they were trying to make extra money on us. I watched his hands, he was just pretending that he was searching for availability rooms, but All I saw was his finger hitting random keys and the delete button.

It is too bad that I can only give t his place 2 stars. Beautiful resort but we all got food poisoning on day 3, I would have paid an extra $1,000 for the trip to stay at a place to be eating healthy, good food. My daughter did so much research before booking and thought we were getting just that. Tried to find children's tylenol in the stores, nope...... went to medic $120 consult and whatever they deemed neccesary we would get for RX. Had concierge call the park as we were told they have a larger store with pharmacy they said no children's tylenol so we paid the big $ to have some delivered only to go to the park the next day and there it was for $9.00. Everything at hotel is state of the art. But not much to do, especially for kids. The little octopus water slide was closed all week. I ordered the burger I pictured and immediately asked for it to be replaced, this is how people get food poisoning! Unreal they would serve me this and my son in law had pink chicken. Don't think I will be back to Mexico for a very long time. I am on day 4 of gut wrenching twisting in my stomach and loose stools and on and off again fever. Nothing is worth this.

Best resort! Our family goes here every year and always enjoy every second of it! Food, drinks, service, pools, and environment is spectacular!

In mid-November 2024, my wife and I returned to Hotel Xcaret Mexico for our honeymoon, hoping to recreate the magic of our incredible experience at Hotel Xcaret Arte in 2023. Unfortunately, our stay this time was filled with frustrations, disorganization, and disappointment. Day 1: We arrived around 10:00 AM, knowing our room wouldn't be ready yet. At check-in in Casa Fuego, the resort's "exclusive" adult-only section, we received our bracelets and were told to explore the property while we waited. However, no one offered to take our luggage, leaving us to carry our bags as we navigated the resort. We decided to have breakfast at Mercado de la Merced, but it was a chaotic experience. The wait time for a table was nearly 30 minutes, and while the food was fine, the bathrooms were a complete disaster. Most of the restrooms were filthy, and the only clean one I found had a broken lock, which was uncomfortable and frustrating. As it began pouring rain, we ran to the Fuego restaurant, one of the few open spaces offering shelter, where we spent time over coffee and tea. At 1:00 PM, we returned to the Casa Fuego lobby to ask if they could take our bags so we could explore without worrying about them. While the staff finally took our luggage, they didn't provide a claim ticket, which would later prove to be a problem. At 3:00 PM, we came back to the lobby for check-in. Even though we were first in line, we were inexplicably the last to be assisted, finally receiving our room key at 3:20 PM. When we arrived at our room, our luggage wasn't there. My wife spent nearly an hour tracking it down, as no one seemed to know where it was. To make matters worse, our room didn't live up to expectations. The furniture was worn and outdated, the bathroom ceiling looked like it might collapse, one of the bedside outlets didn't work, and the lights flickered. There was no acknowledgment of our honeymoon--no card, no decoration, nothing to make the occasion feel special. The day ended with dinner at Teatro del Rio, where we enjoyed the show and appreciated the small dessert with "Feliz Luna de Miel" written on it. Unfortunately, this was the only gesture recognizing our honeymoon during the entire stay. Day 2: We woke up to loud music coming from the neighboring room, realizing how paper-thin the walls were. Later at the rooftop pool, another guest blasted music on a wireless speaker, disrupting the atmosphere. Staff didn't intervene in either situation, showing a lack of enforcement of basic rules. We also noticed children wandering around Casa Fuego, despite it being marketed as an adult-only section. The doors separating Casa Fuego from the rest of the resort weren't working, and staff didn't seem to care about maintaining the area's exclusivity. Adding to our frustration, people were smoking throughout the property, disregarding the designated smoking areas, and again, staff failed to address this. After breakfast, we went to Xcaret Park, which we generally enjoy, but this time it felt more focused on upselling activities. Many of these involved animal interactions, which raised ethical concerns. The staff's claims about releasing dolphins into the wild felt insincere and left us uneasy. Day 3: Our morning was disrupted by a screaming child running through Casa Fuego--yet another sign that the adult-only claim wasn't enforced. Later, construction noise outside our room ruined any attempt at relaxation. At night, we attended the Xcaret México Espectacular show, where we witnessed more upsetting animal mistreatment. Two dogs were part of the performance, and they looked terrified the entire time. It was heartbreaking and completely took away from any enjoyment of the show. For a resort that markets itself as eco-conscious, this display of animal exploitation was disappointing and hypocritical. Day 4: After brunch we eager to leave. What should have been a romantic honeymoon turned into a stressful and underwhelming experience. While there were some positives, like the live music, poolside food, and the boat shuttle to the park, these small bright spots were overshadowed by poor management and lack of organization. The resort was hosting multiple weddings during our stay, and it was clear the staff was overwhelmed and unprepared to handle the number of guests. Overall, Hotel Xcaret Mexico failed to deliver on its promises of exclusivity and relaxation. For the price we paid, we expected much more. I wouldn't recommend this resort, especially for anyone celebrating a special occasion. Save yourself the hassle and choose a place that genuinely values its guests.

In case I hadn't mentioned it before I love love love Hotel XCaret Mexico. They cater to your every need and makes returning very easy. All inclusive is an understatement at this resort. The rooms are beautiful, the views are awesome no matter what side you're staying on. The only only downside is the beachfront is rocky and can be rough. However, you can make the most of everything you want inside the lagoon inside. If you want the beach, XCaret can take you to a beautiful beach with a day trip to Isla Mujeres (North), or some beach side fun at the lagoon park at Xel-Ha. Other than that there is zero reason to leave the hotel grounds. It has several eating options, just as many drinking options. The parks are awesome and have fantastic food. Access from the hotel to those parks is easy. The staff are amazing. They are attentive, caring, and professional. The facilities are first rate. Overall, every experience I lose a little bit of the magic, but I learn how to make it a better experience every single visit, and it's a visit that I'm always looking forward to. Returning soon.

I love this place. The pool and food are fantastic. Room service is great as well. Very professional all around. Checking was fast and easy, making reservation for trips and other things was easy too.

Edgar at the front desk is the epitome of miserable. Terrible service and terrible attitude. So Is Maribel that cleans the hospitality suite. No one told us hospitality suite closes at 6 pm and sent us to get our things (after 6 pm) only to be greeted with them saying it's closed and we need security. They wouldn't call security with our passports hostage inside the suite. After telling them how much we paid they said " money shouldn't matter." Edgar's words. We will be spending money elsewhere. Unfortunate experience.

Let me just say this is 100% hands down the best resort in Mexico. We have stayed at multiple places and this is by far on different level. We had our wedding here with 56 guests and it was incredible. The hotel staff treat you as if you are a queen and staying in the fuego building is the way to go as you get your own butler. This came in handy if we wanted our room cleaned earlier, room service, reservations and beyond that. The food here is also fantastic we enjoyed há, fuego, xin gao the best! All so different but great- if you are in fuego building you can go to the rooftop pool and their menu was delicious. We got the lobster quesadilla, shrimp burger, octopus tacos and ceviche. Not only is service and food incredible but the rooms and ambiance. The resort smells so good and every turn you take is breathtaking.

For the price the hotel is not worth it. I wish I saw the yelp reviews before I booked on Costco. Most annoying concierge staff I have ever met. Don't fall for their club membership! The first night we arrived it took 2 hours to get to our room. We arrived to the resort at 7. The concierge person took 2 hours explaining everything about the hotel and pushing us to do things we didn't want too. He kept trying to convince us to join their membership. I kept telling him we were hungry and hadn't had anything to eat. After two hours of him talking he finally took us to our room and tried to give us a tour of the room and I said no. We took a quick shower and went down to eat. We got lost for 20 minutes trying to find the cave restaurant. Once we found it was an 1.5 hour wait. We were hungry and decided to eat at the vegan restaurant because we felt like fainting! After we eat we decided to order room service which took another 1.5 hours. I order salmon and asparagus. The salmon tasted a little fishy and was obviously not fresh. The next morning we wanted to eat break at el Merced but we had said yes to listening to their presentation because they promised free massages. So we waited an hour so a member could take us to restaurant. Once we go to the restaurant the waitress said there wasn't any tables inside ( she said this in Spanish). The worker we were with turned around and told us, " there's no available seats we have to go a different restaurant". I looked at both a them and asked the waitress in Spanish if we could sit outside and she said yes. The worker was surprised that I spoke Spanish. It seemed like this worker for whatever reason didn't want us to eat at the restaurant. I really wanted to eat at this breakfast location and the damn worker was trying to rush us so we could listen to the presentation! We finally said no so he made us walk all the way to concierge than concierge made us walk to the temple building to finally fill out paperwork stating we weren't interested in the membership. He was obviously mad and didn't even say anything to us and left. After that we decided to go swimming and have a relaxing day. After swimming I went to speak with the photographer to book our pictures. I was going back and forth to book photographer over email! THEY DO NOT RESPOND OVER EMAIL!!! I had to physically be in front of them to be able to book! We met with our photographer at 4:30 walked to the beach and took pictures. The photographer was great and took amazing pictures. My fiancé surprised me during the photo shot and proposed. After the photo shot we walked to La trajinera because he has booked a surprise engagement dinner at the beach which should've included a 5 course meal and champagne. Only to find out the concierge never communicated with restaurant! My fiancé was angry and the restaurant apologized but didn't do much after. We asked for a refund but it took a couple of day for them to respond so we called out credit card company. We decided to eat at las Cuevas and while waiting the worker gave my fiancé a drink and told him in Spanish it had grapefruit and pomegranate which we can't have those ingredients because we're both allergic! The biggest issue about this hotel is their concierge workers. They have a disgusting attitude and need better training!!! I've been to Mexico many times and stayed a different resorts and this has never been issue. It seems like the workers really wanna push you to pay for extra excursions or activities. It was extremely annoying. This hotel was okay but every restaurant had a line even the buffet restaurant. We decided to leave a day early. While checking out they wanted to charge us for not showing up for the conzumel ferry ride. Which I never booked! There was not confirmation email. I told them I wasn't paying for that! Be warned!! The concierge will try to take advantage of you especially if they think you don't speak Spanish! Room service 10/10, the cleaners work so hard and leave the room clean! Restaurants 9/10 the food is delicious and the employees take their time explaining and asking about allergies! I'm wondering if the alcoholic drinks are watered down?

My review will be all over the place but I would absolutely stay here and pay thousands for it. Be realistic and use common sense when visiting another country. We stayed here for 5 nights and survived our first international trip with a 1.5 yr and 3.5 yr old. We had a beautiful view, rooms, restaurants, common areas always felt clean. We regret not spending more time at the hotel because it's so big with so much to do. The water areas for kids were perfect, life vests everywhere. So many pools available. Tons of carts with food options and ice cream. There were lots of workshops to sign up for. The parks are all included. Xcaret and Xenses would be most appropriate for young families. Xplor, Xelha, Xavage would be better for families with teens. Is it loud? Absolutely, there's families with kids. If you're looking for quiet stay at Arte. With that being said, my 4 stars is due to me being flustered with busy toddlers. It's a huge hotel and restaurants always busy. We had to wait to get seated and my kids would get antsy. The walkways were surrounded by water. Not good for a walking 1.5 yr old that just wanted to run freely. Bring a stroller, the ones at the resort suck. If you need something, you need to keep asking for it. That's just how things are in Mexico. People live at a slower pace. They will try to get you for a timeshare when you check out but you can get rid of them by being assertive that you're not interested. PS I LOST MY BRACELET AND YES ITS $150, but I informed them I lost it and they eventually found it and refunded my $150. You can also have them zip tie the bracelet so you don't lose it!!

Incredible location, incredible accommodations, incredible staff, and endless activities. They are very professional and everything they do. The food is outstanding. The offsite resorts are breathtaking.

Amazing place to vacation at, pictures don't do justice, this is at least once in a lifetime place to vacation.

REVIEW IS FOR LA CASA DE LA PLAYA Where do I start with this location? I could write several chapters on it but I'll keep it brief, kind of. We had the opportunity to stay here for 6 days/7 nights at this adults only resort and to say it was heaven is not enough. The pics and videos will tell you the story. Their insta is great as well but they need to work on their website as it does not do the property justice. We stayed on the top floor of an ocean front suite where we were assigned a butler. It was combo of two women that were there to provide us with whatever we needed (I.e. a AA battery, Tums or a ride to another resort). You must try all the restaurants offered for dinner but by far Lumbre was the winner! All of the food was amazing including the room service food. It would be helpful if they published their menus online but you'll be happy once you see them. Please note: there are a lot of rich foods so make sure you bring some anti-acids! The main pool and the rooftop pools are amazing! Both views from those locations are breathtaking as again the service is 5 star. Check out the 24 hour, Tequila Bodega, Chocolateria - where you can help yourself to candy, chocolate, ice cream 24/7 or even a bar by the registration desk where you can get a drink whenever you want! We didn't do any parks as I felt you can stay in your room alone and be happy! I mean we had a pool outside our sliding doors overlooking the ocean. The spa experience was amazing as you should get there an hour ahead of time. We went twice with one time was paid for since we sat thought a brutal hour and 1/2 pitch on investing with their group (Groupo Mexico) on timeshare. While the gc was a $600 value, I wish we would've passed on it. We will def come back in the future and love how it's adults only!

This update is simply for the photo package that they offer at Xcaret. I've been going back and forth with them for a few days about why my photo package still has watermarks on them even though I paid for the package already. I had read a few reviews about this happening to people as well. Email wasn't doing me any good, so I tried calling the number for their photo team. The phone number that worked for is (01152) 55 4163 7327 ext 1 for English After talking to the customer service rep for their photos, I found out that I was supposed to unlock the photos in order for them to not have watermarks on them. I had bought the package for 3 park photos. The instructions I received from the park was to -Wait 24 hours after the end of visit to download photos -Use a PC or laptop to download the photos -Make sure to use a steady internet connection The process for figuring out how to remove the watermarks was like pulling teeth. I felt like I was getting the run-around with the emails that got me nowhere when the process was actually really easy. It just had to be included in the instructions. Unlock the photos after you purchase the package. I had seen the unlock symbol before talking to customer service and was under the impression that I'd lose the photos if I clicked on it because of the pop-up. I was also charged about $10 more on my card than what was advertised. I really enjoyed that we were able to enjoy xelfies throughout the different parks and not have to rely on our own cameras but the process of retrieving the photos was really such a hassle. I've never had such a hard time retrieving photos from parks before.

I slipped and fell on the stairs less than a half hour after we got there. Stairs were slippery, my head hit the stone wall on the right leaving me to go to the hospital, get stitches, and run up a $2,700. bill. The next day, Xcaret repair people were sanding down the stone wall. When we left, I asked for a copy of an incident report and was told they would only provide that to Costco Travel (where we booked the trip). Costco said they wouldn't provide the report to them either. So Xcaret took NO responsibility for this. Also, lighting is very poor at night, not enough safety rails are provided. Paths can be very dangerous. Supposed to be all-inclusive, but one day there was no alcohol to be consumed because of their election. Definitely would NOT recommend htis place. Go somewhere else.

Never going to return again you are better off to stay in Cancun. So much stuff to do there and better customer service. You can't even use the beach here which it's 10 mins drive out. We were told the bathtub takes 30 mins to start which it was one hour. Shower either hot or cold so something is wrong with their water system. I am hard of hearing asked for subtitle on tv which all hotels have accommodated. I went to lobby, called twice and emailed. Received an email two days later when we depart. They give the run around don't want to deal with it. People there are very aggressive trying to sell you time share or book another trip with them. Don't bother you are better off in Cancun this resort is 1.5 hour away from Cancun.

I'm in love with this resort. The staff was Amazing!!!! There are a ton of restaurants on the resort. The plus is the excursions are also on the resort. It was so relaxing and I would highly recommend staying here.

Not just a hotel but an experience. All inclusive resort that includes all food and drink as well as activities. All meals were fresh and made from scratch. Entertainment and crafts were on every corner. You get access to 4 different. Hotel provides airport transportation. You literally don't touch your wallet at all. There are caves to explore, scuba diving, kayaking, yoga, crafts...you name it and it's there! The staff was extremely accommodating and quick with any request. Great for families. Definitely recommend.

Over priced and under whelming. We booked thinking it would be close to the attractions and excursions, I was very wrong. As soon as we walked in the upselling and bait and switch started. Upgrade to a better room or stick with the "family" rooms. Buy a membership to pet dolphins for free, really??? Then we booked Chichén Izta and that was a 3 hour bus ride which they don't tell you until you board the bus. Do yourself a favor and stay somewhere else and take

I just returned from Xcaret Arte, and this second trip there was relatively worse than my first. The first trip was great, considering that an annoying sales guy escorted us to Casa Artistas as soon as we arrived but made us sit in the library for a sales pitch. We had traveled for several hours and were tired and ready to get to our room and begin our vacation. He was agitated when I told him that I had already paid for the trip in full and expected to get to my room without a sales pitch. On the last day, however, the concierge for our Casa invited us back for a special price that we could book within 15 months. We accepted the offer knowing we would be expected to attend a 90-minute sales pitch. We just got back from the second trip. We were placed in Casa Diseno. The service level is not at all like Casa Artistas but that was expected. On our second day, we were scheduled for the sales presentation. Due to many factors, we knew that we would decline any membership. The sales pitch is unreal. They will wine you and dine you. They will have at least 8 to 9 people interact with you and you will feel that you are being interrogated. 2 young ladies came by the Cantina Viayp and both verified the same demographics, name, address, job, etc. They also throw in a game where they have a few numbers on a board- if any of those match the last number on your credit card you win a prize. DO NOT BRING ANY CREDIT CARDS. You are then introduced to your salesperson and then taken to one of the restaurants on the property for a brunch?? We had already eaten but allowed ourselves some fruit. Most of this interaction is to get to know you and it is basic chit-chat. We found out more about the sales guy than we probably cared to. We were taken to the Xpiral Pyramid. There is a special event area under that chapel at the top. This part is the final step to commit you to a membership. This is where they will inundate you with benefits and information that is pretty well aimed at the idle rich. There are different levels that they will present; Diamond, Platinum, Silver, Gold, and finally if they absolutely have to, there is a Pearl membership. The Pearl membership is what they will bring out if you cannot see yourself making a 25% deposit of thousands of dollars. The sales manager may come in and start paperwork on what looks like a finance agreement (which it was). Do Not initial or sign anything without thoroughly reading it. We kept insisting that we were not interested and that due to some health reasons, this investment would be inappropriate. The sales manager looked bothered and walked away. Another sales guy approached to "verify that we were given all of the information before making our decision". We informed him of the health concerns and his response was, there is always the option to leave the membership as a Legacy...NO! UNACCEPTABLE! 3 hours wasted. With all of the checks and re-checks of everything, you do get the impression that you are sequestered and not at all free to leave. Moving forward I will only travel to NON MEMBERSHIP destinations. Do not get roped in by the sales pitches and special prices SAY NO. The quality of food suffered as well-Breakfast items such as eggs, sausage, and bacon were sitting out cold and without temperature checks. I returned several items during our stay there. Even some of the seafood at Cayuko was left out without ice or a warmer. BE CAREFUL!

Never again. It was my 2nd time staying at la casa de la playa by Xcaret, but I regret coming back. The terrace in each hotel room is small and stacked with fragile decorations. When I was getting out of the pool, I slipped and accidentally touched and broke a small edge of the decoration piece (photo attached). I also got a cut on my finger. The hotel staff asked me what happened to their property, and they just charged me $1414.35 USD with a tough attitude... My partner and I were very sad. It ruined our vacation.

Hotel Xcaret is an all-inclusive resort located in the Riviera Maya, Mexico. The resort is set within a lush, tropical jungle and features a variety of amenities, including multiple swimming pools, a lazy river, a water park, and several restaurants. The rooms at Hotel Xcaret are spacious and well-appointed. They feature all the amenities you would expect from an all-inclusive resort, including air conditioning, a minibar, and a flat-screen TV. The bathrooms are also spacious and come with a walk-in shower. The food at Hotel Xcaret is some of the best I have ever had at an all-inclusive resort. There are a variety of restaurants to choose from, each with its own unique cuisine. I particularly enjoyed the Mexican restaurant, which served up some of the most authentic Mexican food I have ever had. The service at Hotel Xcaret is excellent. The staff is friendly and attentive, and they are always willing to go the extra mile to make sure you have a great stay. I also really enjoyed the activities at Hotel Xcaret. There are a variety of activities to choose from, including swimming, snorkeling, kayaking, and hiking. I particularly enjoyed the Xcaret Park, which is an eco-park located just next to the resort. The park has a variety of attractions, including cenotes, lagoons, and a butterfly pavilion.

Yelp Review Xcaret Hotel Xcaret has multiple properties within its properties! They should be separated on Yelp to provide more proper distinction. THIS REVIEW IS FOR HOTEL XCARET ARTE!! Xcaret has three hotels: Hotel Xcaret Mexico, Hotel Xcaret Arte, and La Casa De La Playa. Each hotel had their own restaurants and amenities for guests. We opted to stay at Hotel Xcaret Arte. We bought a package through Costco Travel. We decided on this package because not only was it all inclusive for food and drinks but also activities. Plus it an all adult resort! # IN HOTEL RESTAURANTS? # + Mercado de San Juan (No Reservations Required) = DRINK(s)//FOOD(s)//SHOW(s) [Rating 5/5]: This is a buffet with so much flavors from Mexico. + Cayuco = + DRINK(s)//FOOD(s)//SHOW(s) [Rating 5/5]: Enjoy Mediterranean-Mexican Cuisine by Chef Franco Maddalozzo, an Italian celebrity that performs magic with his unique globetrotter seasoning. This resturant is open during breakfast, lunch, and dessert. There are no reservation required for this resturant. + Chino Problano = + DRINK(s)//FOOD(s)//SHOW(s) [Rating 4/5]: (Reservation Required) Mediterranean-Mexican Cuisine byChino Poblano | Cuisines from Puebla and China by Chef Jonatan Gómez Luna, who is the leader of a new chefs' generation that has conquered the largest tables in the world.Chef Franco Maddalozzo, an Italian celebrity that performs magic with his unique globetrotter seasoning. Reservation is required for this resturant. + Tah-Xido = DRINK(s)//FOOD(s)//SHOW(s) [Rating 5/5]: (Reservation Required) TAH-XIDO | Contemporary Japanese Restaurant by Chef Luis Arzapalo, presenting the best eastern gastronomical art. Reservation is required for this resturant. + ARENAL = DRINK(s)//FOOD(s)//SHOW(s) [Rating 5/5]: Comfort Food Cuisine, a proposal that celebrates Mexican gastronomy, from North to South. No reservation + APAPACHOA = DRINK(s)//FOOD(s)//SHOW(s) [Rating 5/5]: The best of the vegan cuisine has been integrated in Apapachoa, our 100% plant-based restaurant. + ENCANTA = DRINK(s)//FOOD(s)//SHOW(s) [Rating 5/5]: Author restaurant by Chef Paco Méndez, Michelin Star Chef, who exalts the name of Mexico from Barcelona to the Caribbean.. = VARIETY: All the resturants provide a wide variety of foods and options. = APPEARANCE / PRESENTATION: The restaurant overall was clean and stands were attentive to my party. = TASTE: IMPECCABLE FRESH FOOD!! = QUANTITY: By booking Xcaret Arte, this restaurant is part of your reservation! = VALUE: Great Value + OVERALL EXPERIENCE [Rating 5/5]: I loved my experience at Hotel Xcaret Arte, all the accommodations, and experiences. I would love to go again with my friends.

My wife and I have stayed at XCARET ARTE twice and have loved it. From the friendly staff to the unique workshops, we love it there. There is so much to see and do that you really have to get lost in this huge resort to see everything. AND you need plenty of time to see the parks that are included with your stay which includes admission and transportation. The food is well prepared and there are many restaurants and buffets to choose from as well. Even the little coffee shop near the entrance has amazing food and drinks.

Love this place! Had such a blast! The food was amazing. The resort is big and there is so much to explore. Definitely do your homework before coming here. You need reservations in advance for some restaurants like Xin-Gao and Teatro del Rio. The parks are included and we went to Xenses, Xplor, Xcaret, and Xoximilco. We had so much fun in each park. We are going to try the other parks in the future. Food room service is 24/7, but I would highly encourage you to try all the restaurants. Restaurants stop serving food at 11pm. Housekeeping was excellent. Everyone was very nice and helpful. Just keep note that ALL the daytime activities including some pool swim up bars close at 5pm (9pm - 5pm). So plan your days around business hours lol. Would definitely come back here again!

The hotel staff was wonderful, their Mexico Vacations staff is another story... We stayed for our honeymoon last year, although the resort was beautiful we were told we'd receive many perks because of our honeymoon since they are too in honeymoon experiences but we received nothing. We were brought into the time share presentation equation which was fine but they were EXTREMELY pushy and rude when we told them we were not interested. From attending their "meeting" we received a discounted rates for our next stay which we thought it was worth staying one more time to explore. Well, i paid the down payment and booked for our 1st year anniversary this year. About 1.5 months ago I started to be seen by my doctor for a slew of medical issues I've never had before. I went from taking zero medication to now 4 a day which have been switched a few times due to side effects and finding I have been allergic to some. My dr advised me that I shouldn't go but when I contacted the resort they wouldn't change any dates for me unless I provided a dr note which I had no problem doing. After I sent the document I was contacted and asked to provide more detail so I would need a new note with a little more description. I provided a second drs note with more description that I am being advised to not travel due to treatments and many medication I'm currently on. We'll, i had to contact the staff 3 times and wait for a total of 1:45 hours just to be told they need my full medical records. I'm already pretty disclosed on my personal issues, let alone health and I don't want to worry my family with my current medical information and the fact that my doctor can't find the source of my pain/problems so needless to say I don't feel comfortable sharing that with not only someone who is not my primary physician but the entire staff at Xcaret Arte. They told me that since I won't share my current medical history that I would need to pay DOUBLE what I have already paid (over 2k) to change the dates by even 2 months. I work 2 jobs and struggle as is. This is my only vacation I can afford and I feel beyond terrible not knowing how physically well I will be but I don't have a choice but to go next week and likely be extremely sick. Patricia V or Jessica did not help whatsoever. We had recommended this resort to so many friends and family. I will not be sharing anything else positive (besides that it was beautiful) to anyone else about this resort but only how they shouldn't stay there because if you do have an accident or any medical issues they will not accommodate you at all. It honestly breaks my heart that this is happening. I have never been the type to write negative reviews about anywhere or anyone. I've spent days fretting about this and crying over not knowing what is going to happen. I've come to accept that for them it's only the bottom line that matters, not if the vacationers are in good health and able bodied to enjoy themselves. I hope this helps anyone in anyway.

When you check into the hotel you are greeted with a small ice cream made locally and some type of small dessert. When you check in you are greeted by someone who tries to coerce you to by a future vacation by giving you a hotel credit. Upon arrival we spoke to a gentleman named Henry and supervisor Javier. We booked through Costco and several times told them we couldn't make the prior reservation date because a family emergency. Throughout the hole week of our vacation we tried to resolve this issue and even making my wife cry because there lack of sympathy and understanding. The activities are close enough and the transportation is pretty punctual. Please understand this hotel will outright not care what in the world happens to you or your family and will outright take your money and not care if you missed the day you were supposed to check in. We spoke to Majli who was nice enough to try but apparently the mighty higher forces in the unreachable sales department were the ones unwilling to care about our situation or even help. On several occasions we reached out to plead our case but they just gave us the nice option of paying $700 a night... which is what we lost and our time as well trying to resolve with them. Will definitely not be staying with them in the future. Really wish they would have been more understanding. Really a hotel so young should strive to go above and being for their guests and provide at least some sympathy in different situations.

TLDR: We stayed at Xcaret Arte (Adults only). ALL-FUN-INCLUSIVE which means you get to enjoy all the amenities of the hotel plus you get access to all 7 parks plus you have access to Xcaret Mexico Hotel too. The hospitality of their staff is amazing. Every single employee went above and beyond, they were über friendly and so willing to help you. Your next Mexico vacation has to be here! We booked and paid well in advance and our only regret was not booking for at least a week. The hotel is about an hour to an hour an 15 mins from Cancun airport. Transportation is included, you just have to give them your arrival and flight info and same for departure. We were also greeted at the airport and waited about 20 mins for the bus inside a small cafe. Super friendly staff that provided us with free snacks. Bus driver was friendly. Only issue with bus is that it was hot and takes a long time to cool inside. This was mid May. I believe someone in the back was complaining about how hot it was and I felt for them. But we were up front and I saw how the bus driver and the other staff person immediately made calls to report the A/C issue and heard how they would take the bus to get checked (after of course). They kept checking while in route to the hotel so I saw how concerned they were for the people in the back. Upon arrival we were greeted by super friendly staff that offered a local popsicle and wet towel for the heat. They assigned us a staff that would walk us to our Casa; we stayed at Casa Artistas. They make this very personable as the staff will make conversation with you and talk about the hotel and everything they have to offer. Note that this is when they make their sales pitch by offering you free and discounted stuff that are too good to say no to in exchange for attending a membership presentation. They won't use the word membership but since we had done our research we knew what he was talking about. Of our entire stay, I'd say this was the only part we did not like. Their pushy sales tactics. But I must say they do it in such a friendly way that it is hard to decline but we had to decline when we showed up for the presentation because it was going to take at least half a day which is not what we were told. And so we didn't get the free stuff lol. But other than that, everything was AMAZING so I can't deduct any stars for this one thing. I recommend watching some YouTube videos as we did. There are some restaurants that require reservations and some that are extra. But guys if you haven't been here, plan it and make it your next vacation! Note: if you stay in Casa Artistas en Xcaret Arte, you get access to the rooftop pool with glass bridge and also Kibi-Kibi restaurant (not accessible if you stay at another Casa). Xcaret Mexico Hotel also has a Casa, I believe is Casa Fuego (but double check on this) that also has access to a rooftop pool with glass bridge and an exclusive restaurant. Bonus: go over to Xcaret Mexico Hotel and look for their rectangular pool(not really a pool to swim in) walk towards the end of it. They have boats, called Trajineras (or just ask them where the Trajineras are) and this boat ride is pretty nice and it will take you to the back entrance of Xcaret Mexico park. Checkout a YouTube video (Take the Trajinera Boat ride...). Check the times though to see when they're available. But note that this boat ride is not the same as the Xoximilco boat ride. That's a whole fiesta experience. Also check it out on YouTube. We definitely want to go back, just not enough time and money (lol) to do all these trips we have planned.

Definitely beautiful but the hospitality from the staff lacks especially at the front desk during check in and check out. Arriving we experienced an hour and a half wait and upon check out, they acted like we were criminals. However, the areas are beautiful the food is delicious and the rooms were great. It was good but not a great experience. A little overrated in my experience.

Omg this hotel was amazing!! From the shows, activities, pools, beaches, animals and all. I had such an amazing time!! The staff was great. I suggest staying in the royal suites for the royal treatment. I will say the food and drinks aren't so great but the hotel experience really made it an amazing time!

Where do I begin "Words can't express the experience I had at this place " first of all always book through the Xcaret Hotels website !!! From the moment we got to the airport and headed to our bus that picked us up from the airport and to the hotel The Best experience ever . Once we got to the hotel that's where the BEST PART of this vacation BEGAN once we got to the hotel , Let me tell you when they say " ALL INCLUSIVE " TRUST me it is BY FAR the most beautiful place to stay at they have 9 restaurants and its alll included and to say ALL the Drinks included "YES" that includes beer and liquor .. Also all the Parks are included when you book it through Xcaret Hotels. The food was alll Amazing not some basic food that they serve here they make sure your very well taken care of . The hotel rooms are beautiful and the Service they give you when they come and clean your rooms they clean them 2 times a day . ALL the staff were very nice and we never had no "BAD" experience nothing but the best Experience at this place .. all the pools are beautiful don't believe these other people that talk bad about the Service and the staff everything is PERFECT and BEAUTIFUL your in paradise when your here .. we stayed here 5 days !! I already booked another stay for 2024 so we will be coming back .

Well got married on a Saturday April 27th. I left to Xcaret on the 28th. I had reservations for Hotel Xcaret Arte. I arrive in Mexico to find out I actually have reservations for xcaret Mexico... I am not sure if it is the travel agents fault or the resorts. When I arrive at the hotel I am immediately offered multiple options for room upgrades for $1000 extra... this is a deal breaker because I had already spent $6000 to go to hotel arte. I had been watching videos such as: https://youtu.be/eKBXX04b51E?si=OdGJkLHI1ibM8mpj Basically by Monday night the guest services realized through either my travel agent, my multiple emails, or my review that things have been going unwell. They attempted to make things better; however, if you are an adult it is very difficult to feel the stay is anywhere close to the same if you are in xcaret arte. Anyway went from a wonderful wedding, a wonderful flight where a friend from air traffic control even called the flight to congratulate us in air, to a disappointing trip not only to my first time in xcaret, but my first time in Mexico. We chose this place over Jamaica because we saw it in"Love is Blind" show that the wife watched. Her disappointment at the honeymoon has me even more disappointed. I currently sit at the pool waiting for her to join me. Third day of challenges to expectations versus reality. Side note, if you make travel plans for honeymoon, keep them basic for the expectations. Absolutely trash. It was utterly disappointing from the start. However, when I Started writing my negative review, there were some lackluster attempts to resolve the booking fiasco. The feeling that there was some attempt to remedy the situation made us feel a little better. Almost 6k for our honeymoon and a complete disappointment... the customer service ends as soon as you leave the resort. Def don't buy the photo package. They won't print any and promise access online for download when you leave. Lies. For the Extra $200 to get pictures promised for the honeymoon they are no where. I called and emailed for a week following. They continue to promise to only respond to email, and do so by 48 hours... guess what!? Nope! The only response is for them to ask for my receipt picture. After I send it to them and several follow up emails and phone calls, no response... so disappointed. So disappointed. Just go to Jamaica.

It seems I have the same complaints as the other reviews. I could write a novel but here are the big problems with the resort: 1. Not worth the money. We splurged to stay here for one week and it just wasn't worth the $1k+ per night 2. Management could not care less if you have a bad experience or problem. (No refunds or discounts) 3. Food was mediocre (fuego was the exception - great lunch and service there) 4. The room walls are made of cardboard and you can hear everything. The halls, people, etc ALL night long. So we didn't sleep for a week ex. People getting room service at 1 am 5. Service was terrible. I was thirsty the entire time. Couldn't get service or a refill to save my life. 6. No towels at the pool. They run out quickly and don't replenish. 7. The parks were adventurous and fun. Overall, I'd rather stay at another hotel and just visit the parks.

3 BIG WARNINGS for you before you stay at Xcaret.  My wife and I stayed at this resort for our honeymoon.  10 days and 9 nights, which was quite a while to get to know the resort. Ultimately, we will never come back to this resort, and would recommend looking at other resorts before you stay here. Here are the 3 reasons why: 1) Your room is NOT SECURE My wife's engagement ring was stolen from inside her closed jewelry box on the dresser in our room. The room was locked at all times, so only a staff member with a key could have taken it. I recognize we could/should have put the jewelry box in the safe as well, but it's such a nice resort and seemed so secure that we let our guard down. We alerted the resort, and the manager came to help us look for it (they thought we lost it), and made an incident report, but that was it.  They promptly lost the report I completed. They could not provide a copy when I went to the desk the next day. Ultimately their attitude was "well you didn't use the safe, so it's your fault". They did nothing to try to make it right or repair the experience. 2) Your room is only one temperature...WARM At no point during our stay were we able to get the actual temperature reading on the control panel lower than 75 degrees (23 degrees celsius). While that's fine during the day, at night we didn't sleep well. We reported the issue immediately, and for several days in a row we let them know, and they would let us know they came to the room and resolved it, but then that night we would find it was not resolved. Ultimately the last interaction I had was the manager came out with a portable thermometer and showed me that the air coming out right at the vent was 64 degrees. I asked "well I'm not sleeping at the vent, the room itself isn't getting cooler from that air." The woman had no response. Their solution was to bring a fan and upgrade our wrist bands so we had access to another section of the property that had another restaurant and pool.  For 9 nights, we slept hot, with a sheet only half on. We were happy to leave that sleeping situation behind. To us, the wrist band and fan weren't really enough to make that situation better, and they didn't ask or seem interested in providing anything further. 3) Management response is to ignore you and wait for you to leave. With the above 2 issues, my wife and I reached out and interacted with management several times for each.  In a resort this nice, we would hope that the response from the managers would be at the same 5-star level as the regular staff. That's not what we encountered. This resort seems to only function well if you do not have any issues. If something goes wrong and you need a manager to assist, it's not resolved with the same level of service the resort portrays in its first impression. FOR 1 MONTH AFTERWARD, I sent 8 emails requesting help or assistance, I have not received any further response from the resort. They have not attempted to make it right or help my wife and I with our missing ring. They did not follow up on the air conditioning situation either. Their approach seems to be "the ostrich approach" where they put their head in the sand and hope that you go away.   It wasn't all bad, which is why I gave 2 stars instead of just 1.  Most of the regular staff we interacted with were nice, but that's true of many other better all-inclusive resorts in Mexico. We would not come back and would encourage our friends or family to avoid this place. Also, these are the names of the managers who were included on the initial email about the theft of the ring, and chose to ignore my emails. If you're dealing with one of them, would recommend requesting someone else to deal with. --Diego Ivan Morales Hernandez --Ana Paola Sanchez Torres --Daniel Alejandro Ruiz Hernandez --Nora Naumann

An unforgettable experience! After visiting for the 4th time we can say we gotta go back to keep exploring all the parks. Best restaurants (IMO): -Apapachoa -vegan -El mercado San Juan -Arenal Best parks (IMO) -Explore/ Explore fuego -Xcaret Can't wait to go back!

I'm relatively happy with this location. This is a very big resort and lots of little pool that is shallow for the young ones to have fun. There are also random stairs that lead into the water. Because this location is so huge it's also confusing to get from one location to another. The main floor is 3rd which would get you anywhere you want. The looks and feel of the place are great but extremely confusing. The room is clean, with no issues. The A/C gets cold, but not cold enough. Plenty of room in the room. The good thing is the light switches make sense. USB plugs all around so you can just bring your charging cable only. The restaurants are good and I'm happy with the food (It's not over the top). The quality of the food is very good. Most of the steaks I had here (even the Brazilian place) were quite overcooked. The veggies and ceviche are pretty bomb, they even have a vegan place. I knocked off a few points because of how big and confusing this place is walking around. I got lost for 30 minutes trying to find a restaurant. I would not bring my parents or very young kids here since there is a lot of walking. If you do, make sure you get a spot at the main building. This place is also a little more than other comparable resorts that provide the same amenities. There were a few times when the server didn't understand me when I ask for their signature drink. In the end, I wouldn't recommend this place primarily the cost versus what other options there are in Cancun. The higher cost doesn't justify the food or the service. (Only because everyone else stepped up their game for less.)