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If you are going to even think about staying anywhere this is the place and probably only place with so many options for everyone. The staff is amazing, amenities are wonderful, parks included, transportation included, food and drinks included, most activities included, and no one can beat what this hotel has to offer. We will for sure be going back. Don't think about it just book! I did plenty of research and after staying here and experiencing to the fullest what the hotel and parks have to offer, I was impressed. The experience is amazing, and the service and concierge service was super helpful at all times! Fabian was the staff member who helped us with our check in and after a long day of traveling he made the first impression and experience great! They were very friendly and welcoming at all times especially upon arrival to hotel from airport.

Hotel is beautiful service is great! Drinks, food, amenities! Beautiful hotel to stay. Lots to do! However! The timeshare people are horrible! We came on an invitation basis which apparently requieres you to attend there pointless timeshare meeting! After multiple times of trying to change a day and time no one was able to help, we didn’t attend. At checkout we were charged triple of what we paid because not attending the meeting. No one ever offered a clear explanation or expectation of what the meeting was or what the stipulations were!! We were only here for 2 days, we were going to spend 1 day waisting our time sitting in a room with our kids.Horrible experience with concierge and really not offering no solutions or assistance.

We have booked through booking with a good discount ( instead of 1000, we paid 700). Then a certain point they decided to cancel our booking saying unreasonable things and we spent 3 days to speak with different supervisors to understand what happened to our reservation. They did not give a proper answer. They just said that we do have problem with credit card but booking customer service said that it is something happens quite frequent with this hotel. They do big discounts months ago and then 2 weeks before arrival they find some excuse to delete your reservation. We are really disappointed with this bad behavior and we wanted to share with other people this awful experience.

It was beautiful but WAY over priced for what you get. The basic rooms were pleasant but nothing fancy. The resort was massive and easy to get lost in. Food was mainly good. Drinks were plentiful. The parks were a bit hit or miss. Overall it just wasn't my thing.... especially at the cost.

I can't speak highly enough about my experience! Gorgeous views, beautiful rooms, delicious food and best service I've ever experienced! When they said all-inclusive, they mean it: full access to some of the best parks, 7+ restaurants, drinks galore. I'm already planning my next trip and I haven't even checked out yet 💙 Only drawback is that the venue is not very accessible for those with mobility issues and the space is huge so there is a ton of walking required.

The best hotel I have ever been to. The kindness and helpfulness of the staff is at the level of the best in the world, without them, the hotel would not be what it is. I recommend that, in Xcaret, you go to fewer parks and enjoy this gem more. The food is also comparable to the best in the world. Are there better ones?Lot of amenities, many food options, the landscapes are very beautiful and well cared for by the staff.The only thing I would suggest is that they make the prices more affordable in economic terms. It is quite expensive which makes it difficult to return.

My wife and I travel to Mexico every year, we usually stay at 4.5 or 5 star place and are often disappointed. This is the first real 5 star resort we have stayed at. Food is often great but occasionally average. 5 stars for cleanliness. Several theme parks are included and transportation saving you approximately $200 US per day per person. 5 stars for staff as they genuinely want to make you happy and often go above and beyond. 5 stars for atmosphere. Amazing so much to see and do! 5 stars for the room. Comfortable bed and pillows, amazing views, daily treats, beautiful rain shower bathroom, separate toilet. 4 stars for room service food. Not enough variety, (had a sad sandwich, wife's dinner was not hot) but staff was friendly, food was timely. Overall great experience, so much to explore, always a deck chair available somewhere (not comfortable, but available). Staff enforces mask use and temperature check at every restaurant and when walking through the resort. Be sure to say hi to Rafael the manager at Mercado, he made us feel like rock stars.

I would give 10 stars for service if I could! This is my favorite place to stay in Mexico for a million reasons. The staff are so kind, they genuinely care about you and will do anything to make you more comfortable and happy. The rooms are beautiful and the resort itself is stunning. Every restaurant is amazing, especially the Brazilian steakhouse! Another one of the highlights was the all inclusive access to each of Xcaret’s amazing parks which essentially covers all the excursions for the entire trip without additional costs and worries. I have stayed here twice as a member of the destination club will keep going back for it’s amazing value. I wish I could gate keep this resort but it deserves all the recognition.

We are very satisfied with the overall services provided by Xcaret, and we would gladly give a rating of five. However, we still have two suggestions for improvement. Firstly, regarding the reservation of the return shuttle bus, most visitors, after checking out, would head to the airport to catch their flights. The hotel has provided great convenience by offering a complimentary shuttle bus to the airport, but forgetting to make a reservation can cause significant inconvenience for both parties. We are certain that we were not informed about the need to reserve the return shuttle in advance, and we almost missed the bus to the airport. It would be beneficial if the hotel could consider improving the process by assisting guests with the reservation of the return shuttle bus during check-in. Additionally, if any step is missed, a reminder email could be sent to the guests.Secondly, the height of the urinal in both the hotel and the park is not child-friendly. Most of the urinal are designed according to adult height, making it difficult for some adults not high, let alone children. We hope that Xcaret can adjust one or two urinal to provide a better experience for these guests.

Overall I can say that our experience was very nice but VERY disappointing. For the price, our room was entirely too small for three people although they ensured that it would more than comfortable for us. We found an utter lack of flexibility and understanding when our flight was cancelled due to weather conflicts and were denied very rudely any kind of compensations for the lost day (because we can see that the prices are very high) and customer services pushed us to just cancel the entire trip even though we had rescheduled our flight for the next day and we would've lost all of our money and would not have received any kind of credit or refund. On top of that, upon arrival we arrived in the morning with the understanding that our hotel room check in would at 3PM and we were very rudely informed that our hotel room would not be ready for another few hours (we did not make it to out room until 6pm). Overall it seemed like they just wanted our money and not us. We felt that the service and attention to their guests was most definitely NOT worth the price.

Love the hotel and love the service. However, the price is very high for what you get ,like thus is mexico. Please lower the prices so people can come enjoy rather than just having a millionaire club. The sales are very pushy for buying time shares, and they should dial down there approach, we were on vacation, not on a sales trip. Ease up and enjoy life. Not everyone wants to spend 200k to come each year.

This hotel is simply AMAZING. Customer service is superb. The hotel is super clean and there are a lot of food options, GOOD food! Not the typical average food you get in most resorts.You have access to a full service bar in your room and 24-hour room services. On top of that, you have free transportation to all Xcaret parks as well as free entrance.The reason why I give this hotel 4 stars is because it is extremely pricey. $$$$

One of the most beautiful hotels I have stayed at. The food at the restaurants is great quality, the ocean fed river running through the resort is absolutely amazing and opens up fun options for swimming, relaxing on the beaches, paddle boarding and more. The pools are beautiful and well kept, and there is just so much to explore. The included parks are such a fun and unique experience, and really enhance your stay. Just make sure to double check all of your pricing and your reservation so that you don't have any surprise extra charges when you arrive.

I'm sure the resort is fine with all inclusive drinks and food.My review comes from the customer service and ability to navigate what you're buying. I spent 1300 dollars to go to my buddys wedding and they cancelled me 24 hours before saying they were over booked. I ended up staying next door and they would not let me buy any kind of day pass or anything to go to my friends wedding. Really a bummer.In fact as of my writing they show availability for today, the day of my friend's wedding. But is impossible to book. I offered to pay the same cost of a room for a day pass JUST to go to my friends wedding. Impossible by the customer supports word.Big bummer all around spend your money elsewhereAlso this is my first bad review ever.. I'm not one to do this but literally ruined my while purpose of coming to Playa del Carmen

I can’t say enough great things about this resort! There are tons of pools to swim in, a beautiful little beach, delicious restaurants, and of course the staff is top notch. They truly go above and beyond to make sure you’re comfortable, if you need anything else, and have a great attitude and are so polite and kind. The rooms and spacious and comfortable, and the decor is beautiful - most of it made by Mexican artisans. The nature surrounding this place is beautiful, you really feel connected with nature when you stay here! All in all it was definitely a 5 star experience, I could go on and on about this resort but I will just leave you with this: come visit Xcaret and I guarantee you will have a memorable stay. My family and I are so excited to come back!

Great hotel for family. We been to this hotel almost every year since my honeymoon in 2017 and now with our two kids. My family really enjoy it and love the parks and all the activities the hotels has to offer. We have noticed that over the years it’s been losing its charm, their service is slowly decreasing, along with the quality of their food. Things have improved, like their transportation to and from the airport, also to and from their parks. The checkin has been better as you can now check in during the transport from the airport. Overall this is a great place.

I had my trip booked from 6/26 - 7/1 via Costco Travel, but the flight got canceled due to the thunderstorms in the NYC area. I immediately called United and rebooked on 6/29; unfortunately, the flight got canceled again. My agent from Costco Travel reached out to the hotel since 6/26, but no one got back to us (at least that's what I was told), until 7/2, when we had to call to cancel the whole trip, I was told the GM was willing to honor the 5 nights if we can arrive the following day. Unfortunately, we couldn't, because there was no flight available. In the end, we were told we had lost every penny we had spent on the hotel, in addition to that, we spent 10+ hours in the airport trying to locate our luggage with our 2 years old. I am only here to share my limited experience with the hotel and I understand sometimes the hotel cannot accommodate you because of the availability; but I am very disappointed that no one is willing to or trying to accommodate anything. My only advice is - to pick another hotel that's more humane or get travel insurance.

Amazing Resort!! This is by far the best all-inclusive resort my family and I have been to. Food, service, drinks, amenities, and not to mention transportation and access to all of their parks! Andres, Daniel, and Evelyn gave superb service. They made sure our anniversary trip was extra special. Our favorite bartenders (Fidel, Antonio, and Galo) introduced us to new drinks and made sure we had our favorites available at all times! Sunday brunch requires a reservation, and there is an extra fee, but it is 100% worth it 👌

The property is gorgeous and the rooms pricey but spectacular. That said I will never stay here because of the endless pressure to join their vacation club/time share nonsense.Tourism Mexico has partnered with Xcaret, and we were offered cabs to/from the airport and our resort along with free and discounted excursion tickets in exchange for taking a tour of Xcaret Mexico. Seemed reasonable, but the tour ended up being a 90 minute presentation, which in turn ended up being a four hour ordeal.

My husband and I got this invite for a presentation in exchange for car rental deal. We knew the drill – they were gonna try to sell us time shares or something (we had experience of those with other company).But here’s the twist: the moment we said we weren’t buying anything right now, the vibes totally changed. Our guide, or should I say salesperson, bailed on us without even a “nice meeting you” or a “have a good one.” And the manager in charge of prices? Same story, rude and abrupt.Honestly, I don’t usually let stuff like this bug me, and I’m not big on leaving reviews. But the ending to this saga was like a nightmare. Since we passed on their membership offer (it was way too pricey for what they were giving and in practical due to the location), suddenly we were nobody. They told us to wait outside for a quick escort out – said it would take “two minutes.” Yeah right! After 15 minutes of twiddling our thumbs, my hubby was still told “two minutes.” I pestered the guy for an update, and guess what? Still “two minutes.” When I kept on talking, he just shrugged me off and looked away. I’m convinced if I hadn’t bugged them, we’d probably still be chilling there. Only after I pushed did they finally let us leave.Now, I’m no stranger to dealing with people, and there’s no way I’d treat someone like that when rejected pricey service. This whole deal left me shaking my head. I’ll do my best to dodge their outings whenever I can and anything associated with the company.Resort was pretty, can’t comment on rooms or service as we only saw one staged room.

The best meal I had there was a cheeseburger. When I ordered a ribeye steak, it was a fatty thin slice of meat. Went to the steak house, all the meats were overcooked, salty and my pork ribs were burnt. Should I go on?The resort was hard to get around. No wonder they had to have guides on every corner. Rooms were beautiful. No beach to swim.I recommend they close all buffets and have fewer but genuine food.

Stayed here 5 nights very pricey for what you get.A lot of time wasted from the beginning, 1 hr to check in then someone wants to talk to you about your Itinerary and tell you everything after you have your entire airport, flight, and drive to have to wait an hr to check in then to speak to you about plans like just take me to a room. Which most likely wasn’t ready because of last minute switches were done by them. A lot of information is thrown at you all at once. Food at hotel are ok nothing out of the ordinary I wasn’t amazed by anything seem like traditional dishes a lot the restaurants were far apart from each other and have different times when they are serving food or closed. You need a map at all times and a schedule at all times for everything if not you will be wasting a lot of time walking, rooms and hotel were clean decent sized stayed beach front not really worth it to be honest but up to you there. Everything is opposite side of the hotel if you plan on taking kids or going to other parks probably not the best section to be at. I wasn’t wowed so I hope this helps with making your purchase I probably won’t ever come back. Also if you plan on going on a family trip and you have kids make sure they are all 5+ or older they will not have that many activities to do at the parks literally just a stressful hotel stay and you will be exhausted from all the walking you will do, and rent the strollers if you didn’t take one you won’t regret it. I will also leave reviews for for the parks I did visit.

We stayed at Xcaret Mexico in January 2024. Family of 5 traveling with a family of 3.Positives: BEAUTIFUL property, SUPER clean, VERY friendly staff and METICULOUSLY maintained. There is so much to keep up with on this property and the staff at Xcaret do a phenomenal job in doing so. The restaurants were also all very clean, great service, and delicious food & selection. The poolside service was also great and well done. Pools were clean, landscaping was stunning. Provided bath towels, toiletries, etc were very nice and accommodating. Pool towels were plentiful and super nice. We felt safe and comfortable overall. If you can take the Gondola ride to the evening show, DO IT. It was a stunning and easy ride and they let you off RIGHT by the venue. The evening show was incredible and a well put on production.Not a huge deal, but good to know: Restaurants can take some time to get into for your meal. I'm not sure if we were a busy time or not, since it was my first time here, but most restaurants we visited had a wait for lunch & dinner (not breakfast). Room service always took 45 minutes or more. The beds were comfortable, but so warm, we all sweat at night no matter how cold the room was. Also, you can ask someone ahead of time how something works (buses, shuttles, Gondola, reservations), but more often than not we were told one thing and experienced another. We didn't get mad, but it did become something we just got used to because it was so consistency inconsistent.Didn't love: After a long day of travel, you get to wait to check in. It is not an efficient process. Takes way too long and could be done so much better. Once you are done with your 30-60 minute check in, you meet your concierge. I was NOT a fan. SUPER pushy about doing the "not a timeshare" presentation the next morning. Tried to up-sell us on everything and only wanted to share what they thought we should do, and never once asked, why are you here and what do you hope to do. Really unimpressed and honestly very disappointed. Basically avoided congeries after that initial meeting. Check out was similar. You wait in line (again), they try to sell you on a deal to book your next trip and then you are dismissed.Other notes: Don't do the "not a timeshare" meeting. It takes longer than they say, and the coupons you give you will save you money, but not necessarily time. I didn't do it, but the folks I traveled with did. It was almost 3 hours of their morning. When leaving, they suggest you go to the airport 5 hours early. It took us about 90 minutes to get there and 15 to get checked in and through security. We sat at airport for 3 hours. I love to be early, but even to me this seemed excessive.For booking: The rooms only allow for 4 people, but can sleep 6. I get it, but sucks if you have a family of 5 that you'd have to get another room. Luckily, we traveled with family and so we split our family of 5 up to make it work, but sounds like this may be a thing among many all inclusive places.

What prevents this from being a 5 star review is the personal "concierge" that is "assigned" to you at check in. They are merely sales people that will aggressively try to sell you a membership to the Mexico Destination Club. When I firmly declined, she walked us to the bell boy and said he will show you to your room. We never heard from her again. Xcaret is sullying the concierge profession by adopting that title for their salespeople.With that out of the way, the stay was fabulous, service was top notch, food was delicious, and the ground are beautiful. Hotel stay grants you free access to all Xcaret parks. Good stuff.

Over all it’s very pretty. Good location and the pools and river is nice. The rooms are pretty and the bartenders are amazing and very kind. Everything else kind of sucks based on how much you’re paying.it was hard to find the bus from the airport it’s just a person holding up a sign with 40 other resorts doing the same. Then an hour and 45 min ride to the resort and then it took almost an hour or longer to check in to the rooms. They switched our rooms three or four times and then we were told there were only river rooms available not the ocean we had. Then my husbands bracelet to the room didn’t even work. My family was told you could make reservations for dinner when you got here. Don’t plan on it. We got here and there were not a single reservation for the whole week for breakfast - dinner so we ate at the buffet or the other two restaurants that had almost two hour wait times. There’s children everywhere and the room by the rivers have had a wedding every single night we were there so you can’t use the pool by our room or the bar because the wedding and then it’s loud at night. Room service was good and so were the bartenders but everyone else we asked for directions because everything is impossible to find and you have to walk forever: but everyone else acts like you’re such a pain to deal with. It was pretty but we will not be paying what we did to come again and get subpar treatment. It’s just very complicated processes for everything.

The service is matched with the 5 diamond status of the hotel. You can ask any of the associates anything regardless of their department and they go out of their way to help you. The price can seem expensive but when you add everything included: food,drinks(even alcohol), room service, all park admissions with transportation from/to airport, to/from all parks, then you're really saving quite a bit of money. The hotel has a natural river that you can explore, then climb out in the caves and enjoy laying on the hammock before continuing your journey in the river. Life jackets are provided and mandatory on the river. You can swim or kayak. After you're done, enjoy a variety of foods in the many restaurants on location.

This place is Amazing! Every detail of your experience is thought out, from the decor to your proximity to all the restaurants and amenities, and the entire resort functions extremely well! The service is excellent, and I was very impressed with how many workers knew both English and Spanish. I felt very much at home. There were spectacular views, and cameras strategically placed to allow you to capture your beautiful moments without having to ask a stranger to take your photo lol. I would highly recommend; it will take your breath away!

Everything was wonderful except arrival and departure. We were told transportation would be waiting at the airport when we arrived. It was not. We had to get a taxi, a ferry and another taxi. When we checked in we were told we would get a tour of the property. That never happened so we figured it out on our own. The property is gorgeous. The safe in our room didn’t work, nor did the door to the swim up so we had to leave it unlocked at all times to get in if we were in the pool. The restaurants were great, the bartenders were wonderful and accommodating. Our “butlers” weren’t able to help with anything so that was a bit of a let down as the never scheduled our transportation back to the airport so we barely made it in time to get home. They are big on selling you in the lobby so beware. But, all in all it was a beautiful place to visit. They just need some work in the communication department.

Best investment ever. It's absolutely beautiful and with membership you have free access to all their theme parks and hidden treasures of Cancun. A absolute must on anyone's bucket list.

Don't do it! We had to stay in a double queen room on our honeymoon even though our reservation was for a king. The spa charged 100$ to file my nails and for gel that peeled off in a few days. There is very little beach access. We did the sunset lovers catamaran that had old cold food and the toilets were full of urine (to the brim) We told the man working on the catamaran that we preferred not to take pictures and he told us we had to. He marched us over to the photographer and they took our picture, they then allowed us on the boat. The "presentation" was nothing more than trying to scam us into an expensive time share. When we declined to buy in they treated us like garbage. The vendors on the Chichen tour ruin the experience. They hound you from the time you get off the bus and everywhere you go. I will never go back.