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Reviewed 18 January 2019

Spent 6 nights with our 6 adolescent and young adult children. I can’t even think of one thing this hotel could do better The food was delicious, the hotel is gorgeous, the excursions were super fun... kayaking, snorkeling, zip lining, propelling into caves... the staff was friendly and helpful at all times. One of our favorite vacations ever

Date of stay: January 2019
Trip type: Travelled with family
Review collected in partnership with this hotel
5  Thank Molly H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 5 weeks ago

Dear Molly H,

Thank you for taking the time to share your thoughts on Hotel Xcaret México.

We are delighted to hear that our standards and services have been consistent through your stay with us, and your compliments on the good food, service and unique concept are greatly appreciated.

We look forward to sharing your kind words with the team, and to welcoming you back to Hotel Xcaret México for many more years to come.

Kind regards,

Jorge Ducoing
Hotel Manager
Hotel Xcaret Mexico

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Reviewed 18 January 2019 via mobile

While you'r at xcaret hotel dont forget to visit sonora grill for dinner jose lopez and aydee guichad the cheff will awesome your palate , and please dont forget to leave a tip since i saw a lot of pleple just walk out the restaurants like nothing just cause is all inclusive .

Date of stay: January 2019
Trip type: Travelled as a couple
1  Thank rubasm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 5 weeks ago

Dear rubasm,

We would like to thank you for taking the time to share this very positive comment on TripAdvisor.

It is a real pleasure to read that you appreciated the welcoming service that was provided as much as our mexican spirit and delicate balance between our heritage and modernity.

We wish you have an excellent day ahead of you and look forward to welcoming you back soon at Hotel Xcaret México for another All Fun Inclusive journey.

Sincerely,

Jorge Ducoing
Hotel Manager
Hotel Xcaret Mexico

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 January 2019

We just got back from our second time at this resort. Once again, Hotel Xcaret did not disappoint. This is truly the standard for an all inclusive hotel that other hotels should strive for.

There are a couple hidden gems in the resort that I would like to share. We went to the buffet on the Sunday morning, and there was a bit of a wait. The hostess of the buffet came along the line and let us know of other options and buffets. One of them was the restaurant "La Cantina", which was about a 200 feet from where we were standing. We went over, and there was no lineup, and barely anybody there. It gave full menu/table service for breakfast. We went there every morning to eat, and most often there would only be one or two other tables of guests.

Another hidden gem that my wife absolutely loved was that they held catholic mass up in the top of the spiral at 10am Sunday morning. She loved it.

Last year when we went, the restaurant under the infinity pool serviced a giant hamburger. I was sorry to see it gone from the menu this year, but could certainly understand it's absence as it led to a lot of waste. Instead, they had a sirloin burger on the menu. I think I had that for lunch the majority of our visit there.

A new touch was the taco cart outside the main buffet. We really enjoyed that, although I have to say the steak tacos inside the buffet are about the best I have had anywhere.

There is a boat service that will take you to Xcaret park. We walked along the sidewalk by this river, and as you go past the roadway, you will be amazed by the river systems and bridges they have created. There is actually a river beneath a river, and roadways and paths still unfinished. Obviously there is much more to come to this unbelievable area.

As most other reviewers have mentioned, the food is one of the highlights of the resort. The presentation of the deserts especially are like works of art.

We did have an issue arise with our ocean-view room after a few days there, and the hotel immediately moved us. At that time of evening, they only had a swim up room available in the building we were in, but moved us the next day to an ocean side, which was great. Issues happen in life, it's how the hotel handles it that is the measure of quality.

Our thanks goes to this Hotel and especially the staff, who provided us with an unparalleled holiday.

My only regret of the whole week is that I did not buy one of the Hotel Xcaret coffee cups from the gift shop. That way, I could be reminded every morning about where my next vacation is going to be.

Room tip: Ocean view is good, ocean side is great. But there is nothing wrong with river view either.
Date of stay: January 2019
  • Trip type: Travelled as a couple
    • Location
    • Cleanliness
    • Service
8  Thank sunnyshilo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 4 weeks ago

Dear sunnyshilo,

It is with great pleasure that we read of your visit to Hotel Xcaret México and we are delighted that you and your family enjoyed every aspect of your stay with us, every detail and service throughout your stay which made you feel nothing less than royalty!

We strive to deliver perfection to each and every guest and it is a pleasure to hear that our efforts have not gone unnoticed.

It is a wonderful to read that you appreciated the welcoming service that was provided as much as our mexican spirit and delicate balance between our heritage and modernity.

We hope we have the pleasure of welcoming you back very soon to your new home at the Mayan Riviera.

Kind regards,

Jorge Ducoing
Hotel Manager
Hotel Xcaret Mexico

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Reviewed 18 January 2019

We stayed for a week in January. Nice clean beach! We enjoyed the long chairs, and there were bar service on the beach area also. That's a great plus. The pool was huge and warm. For those who likes to swim and work out its a must! Great gym. Everywhere we go, it always smells so good. The food is excellent, the room was always clean. Our cleaning person in room 1656 was great and really attentive to small details. Also, we forgot to take her name but the attendant in front of the Trajineras restaurant at night was incredible. Even when we came around 10pm to eat after our excursions, she was enthusiastic and always so welcoming compared to other restaurantes like the Xin Gao restaurant or the buffet we ate. Some of the waiters should take her as an example. Myself, who work in the hotel industry, I wouldn't give the hotel a 5 stars for their hospitality. It's lacking a lot in that department. The people behind the kitchen area were not always welcoming, we felt like we were a pain in the ass when we asked for something. Even when the cook had to pans to do the pastas, he was using one by one when they were a line up for pastas... It blew my mind. Fortunately, the pool attendants were incredible I wish people would give them more tip ; they fold your clothes while you're out swimming or eating in the buffet next to it without even asking them what to do. The service at the Teppanyaki restaurant were excellent also. Overall, some services in the hotel were worth a 5*, but also some were extremely lacking. Another thing we noticed, the people working in the hotel in the restaurants especially in the buffet were a lot more welcoming to the people who spoke spanish compared to us who only speaks english. BEWARE a lot of false advertisings. We needed to book for the Las Cuevas restaurant which turned out to be a buffet... Another unfortunate false advertising : We book a oceanview room and at our surprise the day we check in, we got a pool view... We went at the front desk and they only change us the next day for an oceanview... since no room was available. The room didn't have any oceanview... Lastly, we went to Xplor Fuego on one of the night. Seriously, it's also lacking a lot in customer service. The people working there for the Ziplining where actually so in a hurry to close even though it was not the time to close, that we needed to run and do the 7 ziplining stations as fast as we could. BEWARE also for the excursions! We took the excursion for the Xenotes AND WE HAD TO GO TO SEVERAL DIFFERENT HOTELS TO PICK UP SOME GUESTS. WE HAD TO LEAVE THE HOTEL AT 8H30 AM AND WE WERE LITTERALLY PICKING PEOPLE UP TO 10h30 AM. Yet again, at the end of the day, the tour guy was literally dropping people at custom place in Playa del Carmen. It was not in hotel anymore but in specific area requested by some of the guests which was not in the hotel. It was on Saturday January 12. We complained at the front desk saying that for the other excursions we didn't want to live again the same thing we just did. Overall, the hotel is great but is still lacking a lot in customer service. The hotel cleanliness is a 5 stars but the customer service is poor 3*. The food is a 5 *with great varieties of cocktails. If you really want to do everything everyday , this is the resort for you! You won't be bored.

Date of stay: January 2019
  • Trip type: Travelled with friends
    • Location
    • Sleep Quality
    • Service
4  Thank VinnyGambini
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 5 weeks ago

Dear VinnyGambini,

Thank you very much for the exquisite and detailed review of your stay with us. We cannot thank you enough for such kind words and staying as honest with your review.

We have taken note of all the comments made to better our services. We are happy to read that there are indeed parts of the stay that had met your expectations and we hope that this does not deter you from returning for another luxurious stay in the future.

We do hope that you will allow us another opportunity of being your host again in the future.

Sincerely yours,

Jorge Ducoing
Hotel Manager
Hotel Xcaret Mexico

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Reviewed 17 January 2019 via mobile

OK let me start with the kindness and welcoming attitude of all personal but a very special mentioning to Didier in la Cantina; because unlike other places I have been it felt sincere and honest their kindness.
The hotel is a paradise, food is amazing and activities in the hotel are all over so there’s always something to do wherever you look.
My only complaint is the privacy of the room, I would have preferred a way to separate the kids bed from the our bed as I have had in other places but even the jacuzzi is in open area leaving it with very little use for families. Other than that you won’t regret it if you go.

Date of stay: January 2019
Trip type: Travelled with family
1  Thank 907feliped
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Xcaret_Mexico, Director General at Hotel Xcaret Mexico, responded to this reviewResponded 18 January 2019

Dear 907feliped,

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

Your kind words left nothing to the imagination. For sure, prospective guests who read your comments will be enticed to experience the same level of service and entertainment which you enjoyed during your holiday.
May the wonderful memories of your stay entice you to return for another splendid holiday.

Kind regards,

Jorge Ducoing
Hotel Manager
Hotel Xcaret Mexico

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