Hotel Xcaret Mexico

I am absolutely outraged by the way your company is handling transportation services, and I feel completely misled by the information provided on your website. It clearly states that your shuttle service picks up guests from various locations in the city, yet we were just informed that we can only...

I am absolutely outraged by the way your company is handling transportation services, and I feel completely misled by the information provided on your website. It clearly states that your shuttle service picks up guests from various locations in the city, yet we were just informed that we can only use the company bus if our flight is on the same day as our pickup. This is utterly ridiculous and totally unfair. We paid for our stay just like any other guest, and we made the decision to spend a week in Cancun before heading to Xcaret. Now, because of that decision, we are being penalized. We tried to contact your company multiple times via phone and WhatsApp, waiting for hours and spending days trying to get in touch, only to be told that the shuttle is only for guests with flights on the same day. This is absolutely unacceptable! Additionally, we were informed that taking a taxi to your hotel would cost us 2,000 Mexican pesos. Given that this situation is entirely your fault, I would like to know if you will reimburse us for this expense. I am deeply disappointed, and frankly, I am starting to question the integrity of your company. I am afraid that this is just the beginning of a string of lies and broken promises. The way we’ve been treated so far is appalling, and I am seriously concerned about the rest of our experience at your hotel. This situation needs to be addressed immediately. I demand an explanation and an acceptable solution. We expected a much higher level of service, and this has been nothing short of a nightmare.

We purchased the membership on the second day after our arrival. On the third day, my wife first ordered a drink without alcohol. The bartender repeatedly assured us that it contained no alcohol and served it to me. However, after taking a sip, I immediately realized it contained alcohol. At...

We purchased the membership on the second day after our arrival. On the third day, my wife first ordered a drink without alcohol. The bartender repeatedly assured us that it contained no alcohol and served it to me. However, after taking a sip, I immediately realized it contained alcohol. At the same time, my wife ordered another cocktail with alcohol, but the bartender falsely told her that this second drink was non-alcoholic. Since I have an alcohol allergy and cannot consume alcohol, I had a reaction and had to be rushed to the hospital immediately, with hotel staff accompanying me. Despite this serious incident, the hotel took no further action. After our repeatedly following up, they eventually offered me a $6,500 refund for my membership and assured me that I could keep my membership with the same benefits. However, I later discovered that they had secretly downgraded my membership without informing me, despite my multiple inquiries about retaining the same privileges. They were fully aware that I had a 7 PM flight, leaving me with no time to cancel my membership. This hotel completely lacks customer service and care—you can never be sure if what they tell you is true. They never showed any genuine concern for how I felt, and their actions proved that guest satisfaction is not their priority.

Yessir and Sebastian are amazingly friendly and very good at their jobs! Always smiling and happy to chat away( when they are not too busy!) It was such a delight to get to know them. I would recommend a visit if you are in the area, you won’t regret it

Yessir and Sebastian are amazingly friendly and very good at their jobs! Always smiling and happy to chat away( when they are not too busy!) It was such a delight to get to know them. I would recommend a visit if you are in the area, you won’t regret it

Our stay at Hotel Xcaret Mexico was nothing short of spectacular, and a huge part of that was thanks to the exceptional service provided by Alejandro Barrera, Juan de Dios, and Adriana Garrido our incredible mayordomos. They went above and beyond to ensure our experience was seamless and truly unforgettable....

Our stay at Hotel Xcaret Mexico was nothing short of spectacular, and a huge part of that was thanks to the exceptional service provided by Alejandro Barrera, Juan de Dios, and Adriana Garrido our incredible mayordomos. They went above and beyond to ensure our experience was seamless and truly unforgettable. Staying at Casa Fuego felt like a dream. The exclusive rooftop pool was a highlight, offering breathtaking views, top-tier food and drinks, and a relaxing atmosphere that made every moment special. From the personalized service to the attention to detail, everything exceeded our expectations. The entire team at Hotel Xcaret is committed to providing an unparalleled luxury experience, and it truly shows. If you’re looking for a vacation that blends relaxation, adventure, and first-class hospitality, Casa Fuego at Hotel Xcaret Mexico is the perfect choice. We can’t wait to return!

Xcaret was beautiful, sophisticated and pure perfection. This was the first time my husband and I vacationed without our baby and it was everything we needed and more. The staff made sure we were very much cared for and that all of our needs were met. Minimal effort was given...

Xcaret was beautiful, sophisticated and pure perfection. This was the first time my husband and I vacationed without our baby and it was everything we needed and more. The staff made sure we were very much cared for and that all of our needs were met. Minimal effort was given on our end and they took care of the rest. The parks and transportation was included and a VERY big plus to our trip. Our favorite park was XPLOR because it gave us the adventure we craved with the option to tap out for an afternoon nap if we needed to. This is Exactly what we needed. HA was a big highlight of the trip and well worth the money. We made an early reservation in fear that we would not be satisfied with the amount of food as we usually are when eating at Michelin restaurants. Our thought was to go to the all inclusive buffet if we were still hungry after dinner. This was not necessary. The food was delicious and filling. We have traveled to quite a few places and i have to say the service here far exceeds anywhere we have ever been before. The butlers that came with our junior suite went above and beyond and for that im grateful.