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Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only

5.0 star property
Adults-only beachfront property with 15 outdoor pools

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Photo gallery for Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only

Water park
View from room
Ecotours
Restaurant
15 outdoor pools, pool umbrellas, sun loungers
Located close to Xcaret Eco Theme Park and Xenses Park, Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only provides a free breakfast buffet, a free roundtrip airport shuttle, and 3 swim-up bars. With a white sand beach, free beach cabanas, and kayaking, this property is the perfect place to soak up some sun. Treat yourself to a sports massage, thalassotherapy, or a body scrub at the onsite spa. Be sure to enjoy ocean views at one of the 10 on-site restaurants. The gym offers fitness classes and yoga classes; other things to do include hiking/biking, ecotours, and snorkeling. Stay connected with free in-room WiFi, and guests can find other amenities such as an art gallery on site and a shopping mall on site.

Reviews

9.4 out of 10
Exceptional

Popular amenities

  • Free airport shuttle
  • Pool
  • All inclusive
  • Bar
  • Pet friendly
  • Breakfast included
The current price is P47,699
P57,875 total
includes taxes & fees
Mar 9 - Mar 10

Room options

Available filters for rooms
Showing 14 of 14 rooms

View all photos for Suite, Oceanfront

Egyptian cotton sheets, premium bedding, down comforters

Suite, Oceanfront

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 3
  • 1 King Bed

View all photos for Suite River

Egyptian cotton sheets, premium bedding, down comforters

Suite River

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • River view
  • Sleeps 4
  • 1 Queen Bed

View all photos for Suite Ocean Front Adults

Egyptian cotton sheets, premium bedding, down comforters

Suite Ocean Front Adults

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 3
  • 2 Queen Beds

View all photos for Junior Suite SPA

Egyptian cotton sheets, premium bedding, down comforters

Junior Suite SPA

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 3
  • 1 King Bed

View all photos for Junior Suite Oceanfront Adults

Egyptian cotton sheets, premium bedding, down comforters

Junior Suite Oceanfront Adults

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 3
  • 1 King Bed

View all photos for Swim Up Ocean Front Adults

Egyptian cotton sheets, premium bedding, down comforters

Swim Up Ocean Front Adults

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 3
  • 2 Queen Beds

View all photos for Junior Suite Ocean View

Beach/ocean view

Junior Suite Ocean View

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 3
  • 1 King Bed

View all photos for Suite River Adults

Egyptian cotton sheets, premium bedding, down comforters

Suite River Adults

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • River view
  • Sleeps 3
  • 1 King Bed

View all photos for Suite Garden Spa Adults

Egyptian cotton sheets, premium bedding, down comforters

Suite Garden Spa Adults

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Sleeps 4
  • 2 Queen Beds

View all photos for Suite (Garden)

Egyptian cotton sheets, premium bedding, down comforters

Suite (Garden)

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Sleeps 4
  • 2 Queen Beds

View all photos for Swim Up Garden

Garden view

Swim Up Garden

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Sleeps 4
  • 2 Queen Beds

View all photos for Suite River Spa

Egyptian cotton sheets, premium bedding, down comforters

Suite River Spa

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • River view
  • Sleeps 3
  • 1 King Bed

View all photos for Suite Ocean View

Egyptian cotton sheets, premium bedding, down comforters

Suite Ocean View

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 4
  • 2 Queen Beds

View all photos for Swim Up Ocean Front

Egyptian cotton sheets, premium bedding, down comforters

Swim Up Ocean Front

Highlights

Balcony
Soundproofed
Individually furnished
Air conditioning
Connecting rooms available
Minibar (some free items)
Smart TV
Pillow menu
  • 53 sq m
  • Ocean view
  • Sleeps 3
  • 1 King Bed

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About the neighborhood

Map
Carr. Chetumal - Puerto Juárez Km. 282, Playa del Carmen, QROO, 77710

What's nearby

  • Xplor Theme Park - 4 min drive
  • Xenses Park - 4 min drive
  • Xcaret Eco Theme Park - 5 min drive
  • Ferry to Cozumel - 9 min drive
  • Playacar Golf Club - 13 min drive

Getting around

  • Cancun Intl. Airport (CUN) - 55 min drive

Restaurants

  • ‪Occidental Vacation Club First Club Lounge at Grand Xcaret - ‬2 min walk
  • ‪Festival Grand Buffet - ‬9 min drive
  • ‪Cafeteca - ‬7 min drive
  • ‪The Buffete - ‬1 min drive
  • ‪El Mercado de San Juan - ‬7 min drive

About this property

Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only

Luxury eco-certified property near Xenses Park
Located close to Xcaret Eco Theme Park and Xplor Theme Park, Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only provides a free breakfast buffet, a free roundtrip airport shuttle, and 3 swim-up bars. This property is a great place to bask in the sun with a white sand beach, free beach cabanas, and kayaking. Indulge in a sports massage, thalassotherapy, and a body scrub at the onsite spa. Be sure to enjoy ocean views at one of the 10 on-site restaurants. The gym offers fitness classes and yoga classes; other things to do include hiking/biking, ecotours, and snorkeling. In addition to an art gallery on site and a shopping mall on site, guests can connect to free in-room WiFi.
Other perks include:
  • 15 outdoor pools with a waterslide, 3 swim-up bars, and sun loungers
  • Free self parking and valet parking
  • Free bicycle rentals, a free beach club on site, and an elevator
  • A banquet hall, a front-desk safe, and beach towels
  • Guest reviews speak highly of the helpful staff and first-rate property condition
Room features
All 900 individually furnished rooms boast comforts such as 24-hour room service and premium bedding, in addition to thoughtful touches like pillow menus and laptop-compatible safes.
More conveniences in all rooms include:
  • Egyptian cotton sheets, memory foam beds, and down comforters
  • Bathrooms with rainfall showers and designer toiletries
  • Smart TVs with premium channels
  • Wardrobes/closets, balconies, and daily housekeeping

All inclusive details

All-inclusive room rates at Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only are available. These rates are higher because they include onsite food and beverages in the room rate (some restrictions may apply).

Gratuities and taxes

Gratuities are included and additional gratuities at guests' discretion are accepted.

Food and beverages

All buffet and à la carte meals, snacks, and beverages included
24-hour room service
In-room minibar (all beverages included)

Activities and facilities/equipment

All onsite activities and use of facilities and equipment are included.

Water activities

Kayaking
Snorkeling

Land activities

Fitness facilities
Offsite tours

Lessons/classes/games

Yoga

Entertainment

Onsite entertainment and activities
Access to onsite nightclubs
Onsite live performances

Other inclusions

Transportation to offsite activities

Awards and affiliations

Eco-Certified Property
This property participates in EarthCheck, a program that measures the property's impact on one or more of the following: environment, community, cultural-heritage, the local economy.
The property is a member of Preferred Hotels & Resorts.

Languages

English, French, Italian, Portuguese, Spanish

Property amenities

Internet

  • Available in all rooms: Free WiFi
  • Available in some public areas: Free WiFi

Parking and transportation

  • 24-hour free roundtrip airport shuttle at scheduled times
  • Free secured, uncovered self parking on site
  • Free secured, uncovered valet parking on site
  • Wheelchair-accessible parking available

Food and drink

  • Free buffet breakfast available daily 7:00 AM to noon
  • 10 restaurants
  • 12 bars/lounges
  • 2 coffee shops/cafes
  • 3 swim-up bars
  • Coffee and tea in common areas
  • Snack bar/deli

Restaurants on site

  • Arenal
  • Chino Poblano
  • Encanta
  • Mercado San Juan
  • Ta Xhido

Things to do

  • 15 outdoor pools
  • Art gallery
  • Designer stores
  • Ecotours
  • Fitness classes
  • Free beach club
  • Free bicycle rentals
  • Full-service spa
  • Gym
  • Hiking/biking trails
  • Kayaking
  • Outdoor pool (guest access)
  • Paddleboard
  • Shopping mall
  • Snorkeling
  • Steam room
  • Waterslide
  • Yoga classes

Conveniences

  • 24-hour front desk
  • ATM
  • Hair salon
  • Laundry facilities
  • Safe at front desk

Guest services

  • Concierge services
  • Housekeeping (daily)
  • Tour and ticket assistance

Business services

  • 24-hour business center
  • Conference center (26,372 square feet of space)

Outdoors

  • Beach towels
  • Beach umbrellas
  • Free beach cabanas
  • On a river
  • On the beach
  • Pool loungers
  • Pool umbrellas

Full-service spa

  • 20 treatment rooms
  • Aromatherapy
  • Ayurvedic treatments
  • Body scrubs
  • Body wraps
  • Couples treatment rooms
  • Deep-tissue massages
  • Detox wraps
  • Facials
  • Hot stone massages
  • Hydrotherapy
  • Manicures/pedicures
  • Prenatal massages
  • Reflexology
  • Sauna
  • Spa open daily
  • Spa tub
  • Sports massages
  • Steam room
  • Swedish massages
  • Thalassotherapy
  • Turkish bath

Accessibility

  • If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.
  • Elevator
  • Stair-free path to entrance
  • Visual alarms in hallways
  • Well-lit path to entrance
  • Wheelchair accessible (may have limitations)
  • Wheelchair-accessible business center
  • Wheelchair-accessible lounge
  • Wheelchair-accessible parking
  • Wheelchair-accessible path of travel
  • Wheelchair-accessible registration desk
  • Wheelchair-accessible restaurant
  • Wheelchair-accessible spa

More

  • Banquet hall
  • Designated smoking areas (fines apply)
  • Lifeguards

Room amenities

Bedroom

  • Blackout drapes
  • Down comforter
  • Egyptian cotton sheets
  • Memory foam mattress
  • Pillow menu

Bathroom

  • Bathrobes
  • Designer toiletries
  • Hair dryer
  • Private bathroom
  • Rainfall showerhead
  • Shower
  • Slippers
  • Toothbrush and toothpaste (on request)

Entertainment

  • Smart TV with premium digital channels

Food and drink

  • 24-hour room service
  • Espresso maker
  • Free bottled water
  • Free minibar (limited items)

More

  • Air conditioning (climate-controlled)
  • Connecting rooms available
  • Desk
  • Free local calls
  • Individual furnishings
  • Iron/ironing board
  • Laptop workspace
  • Laptop-compatible safe
  • Phone
  • Soundproofed rooms
  • Window screens

Policies

Check-in

Check-in start time: 3:00 PM; Check-in end time: anytime
Minimum check-in age: 18

Check-out

Check-out before noon

Special check-in instructions

This property offers transfers from the airport; guests must contact the property with arrival details before travel, using the contact information on the booking confirmation
Front desk staff will greet guests on arrival at the property

Access methods

Staffed front desk

Pets

Pets allowed for an extra charge of USD 150 per pet, per stay
Service animals are welcome, and are exempt from fees
Welcoming dogs and cats only
1 total (up to 9 lbs per pet)
Pets cannot be left unattended
Restrictions apply; for more information contact the property at the number on the booking confirmation

Children and extra beds

This property welcomes adults only
Rollaway/extra beds are not available
Cribs (infant beds) are not available

Property payment types

Important information

Optional extras

  • Pet fee: USD 150 per pet, per stay
  • Service animals are exempt from fees

The above list may not be comprehensive. Fees and deposits may not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card, or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards, debit cards, and cash

We should mention

Reservations are required for massage services and spa treatments; reservations can be made by contacting the property prior to arrival, using the contact information on the booking confirmation
The property has connecting/adjoining rooms, which are subject to availability and can be requested by contacting the property using the number on the booking confirmation
Guests under 16 years old are not allowed in the spa

Property is also known as

Hotel Xcaret Arte All Fun Inclusive
Hotel Xcaret Arte All Inclusive Adults Only
Hotel Xcaret Arte All Fun Inclusive Adults Only
Hotel Xcaret Arte All Parks Tours / All Fun Inclusive
Hotel Xcaret Arte All Parks / All Fun Inclusive Adults Only

Frequently asked questions

Does Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only have a pool?

Yes, this property has 15 outdoor pools.

How much does it cost to stay at Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only ?

As of Feb 18, 2025, prices found for a 1-night stay for 2 adults at Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only on Mar 9, 2025 start from P 47,699.34, excluding taxes and fees. This price is based on the lowest nightly price found in the last 24 hours for stays in the next 30 days. Prices are subject to change. Choose your dates for more accurate prices.

Is Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only pet-friendly?

Yes, this property allows cats and dogs (limit 1 total) with a maximum weight of up to 9 lbs per pet. There's a fee of USD 150 per pet, per stay. Service animals are exempt from fees.

How much is parking at Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only ?

Self parking and valet parking are free at this property.

What time is check-in at Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only ?

Check-in start time: 3:00 PM; Check-in end time: anytime.

What time is check-out at Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only ?

Check-out is at noon.

Does Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only provide a shuttle to the airport?

Yes, there's a free airport shuttle that runs at scheduled times.

Are there all-inclusive benefits at Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only ?

Some rate plans available at this property are all-inclusive.

Where is Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only located?

Nestled on the beach, this Playa del Carmen property is within 2 mi (3 km) of Xenses Park, Xcaret Eco Theme Park, and Xplor Theme Park. Ferry to Cozumel and Quinta Avenida are also within 6 mi (10 km).

Hotel Xcaret Arte – All Parks / All Fun Inclusive, Adults Only Reviews

Reviews

9.4

Exceptional

Rating 10 - Excellent. 1179 out of 1478 reviews
Rating 8 - Good. 148 out of 1478 reviews
Rating 6 - Okay. 61 out of 1478 reviews
Rating 4 - Poor. 45 out of 1478 reviews
Rating 2 - Terrible. 45 out of 1478 reviews

9.8/10

Cleanliness

9.4/10

Staff & service

9.6/10

Amenities

9.8/10

Property conditions & facilities

9.8/10

Eco-friendliness

Reviews

10/10 Excellent

Cristian

Liked: Cleanliness
Stayed 3 nights in Feb 2025

6/10 Okay

Michell

Liked: Property conditions & facilities
Stayed 1 night in Feb 2025

10/10 Excellent

maricela

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent service
Stayed 4 nights in Feb 2025

10/10 Excellent

Catina

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 3 nights in Feb 2025

10/10 Excellent

Sarie

Wonderful
Stayed 1 night in Feb 2025

6/10 Okay

Miguel

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved the hotel, parks, service almost everything The reason I am giving 3 stars is because I booked a trip to Xel Ha park from the hotel (Xcaret arte), I did everything through the phone because through email was taking forever, I used the wish list paper as a reference It said Xel Ha 9:20 am, got to the bus stop and no bus, I asked around and it was at 9:00 am I talked to concierge and I basically was told that it wasn’t their problem, that I was supposed to use the email but I told her that nobody told me that and I showed her the paper where clearly said 9:20 and she just ignored what I said I asked if I still had to pay the no show fee for three people even though it was not my fault and I was told that I had two choices, either I paid the fee or get a taxi ($60 dollars for the taxi) I paid the taxi and went to Xel Ha upset of course I was sad and upset because I already talked to people that were members and was thinking of maybe becoming a member but how can I become a member when they don’t take responsibility for their mistakes Three workers asked me how was my experience and I told them what happened and they just ignored what I just told them, even at checkout after I told him what happened, he still wanted to charge me, I asked him if he wanted to see photos, other members said than that had happened to them too So sad, everything is amazing (I still have the paper if anyone would like to see it)
Stayed 4 nights in Jan 2025

6/10 Okay

jeffrey

Traveled with group
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
5th visit to the resort, 3rd visit in the past 6 months as I have always loved the resort. This trip it was clear that things are changing. Huge focus on large corporate events and less focus on personalized care. Some restaurants were out of food items, didn’t have certain alcohol brands or mixers, previously made dining reservations were ignored or modified to accommodate the larger corporate events and parties. Staff seemed overwhelmed which is unfortunate. Other items that were noticeable: Cayuco had king crab and stone crab on previous visits, they now only offered fish and shrimp. Arenal has a lobster roll and that is now a shrimp roll. Included wine list is very narrow in comparison to the grand velas or Fairmont Mayakoba, which are also five diamond resorts. Very disappointed to see the changes as they move towards a more convention focused resort rather than a guest focused mindset. You can see the cost cutting on the food and beverage side as well.
Stayed 3 nights in Jan 2025

10/10 Excellent

Robert

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Absolutely stunning resort! Love that excusions and such are included. The staff is so helpful and have no problem dropping what they are doing to answer a question or help you find your way (our Butlers David and Frank were AMAZING)! Even though the resort is massive not once did we feel crowded. So many options for food and drinks. Thank you Hotel xcaret Arte for a perfect vacation!
Stayed 5 nights in Jan 2025

10/10 Excellent

Alberto

Stayed 2 nights in Nov 2024

10/10 Excellent

Brandon

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent property
Stayed 6 nights in Dec 2024

8/10 Good

Erick

Stayed 6 nights in Dec 2024

6/10 Okay

Duane Eliot

Traveled with family
Liked: Cleanliness, amenities
My experience at XCaret Arte was great for the most part. Most of the food was really good, however the best meals were really made during dinner times. The swim up rooms - the water is always really cold - unless you are going during the hottest time of the year, it's going to be cold. The first night I got there, my room at Casa De Pyramide actually flooded, and it took staff around 3 hours to help me find a new room and get help (it was past Midnight before we got help). On top of that one of the staff looked annoyed and insinuated we might have been the reason it flooded, when my partner and had just arrived, left our bags, and went to grab dinner. We didn't hang out at the room. Overall this really made me dissapointed because the staff didn't even try to give us compensation in any way for our troubles. So be careful, overall the night staff is not as friendly as day time staff. Aside from that first bad night, thankfully the rest of the trip was great. I would come back but the lack of help I got the first night makes me hesitant since it is a fairly expensive stay. The XCaret Parks were a 5/5 though, I specifically loved doing the Xenotes Activity - Martin was a fantastic guide and that was a very memorable experience. I would definitely do the park activities again in the future.
Stayed 7 nights in Dec 2024

10/10 Excellent

Eric, West Palm Beach

Liked: Cleanliness, amenities
5th visit to the property and every time it meets our expectations
Stayed 3 nights in Jan 2025

2/10 Terrible

Jiachun

Stayed 3 nights in Jan 2025

10/10 Excellent

brad

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful property, great food, very clean and staff very helpful. Make sure you book dinner reservations well in advance. Kayaks need reservations too. It was week worth the extra fee to have park access with shuttles at no addt fee. I feel like i stayed at a great resort and did not have the hassle if third party tour guides to the park. I could comr and go as i pleased. Also, the hardest part was deciding to go to parks or stay in resort, both were beautiful, clean and fun.
Stayed 3 nights in Dec 2024

10/10 Excellent

Virginia

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excelente hotel, la comida es deliciosa y la atención excepcional. Todas las amenidades que te ofrecen te hacen sentir muy especial.
Stayed 1 night in Jan 2025

6/10 Okay

Jaclyn

Traveled with partner
Liked: Property conditions & facilities
Disliked: Staff & service
Hard to get reservations. People at the hostess desks were very rude for all inclusive food. Had cigarette buds on our patio. Found a pubic hair in our tub. Hard to figure the place around not enough clear signs and even some employees weren’t able to clearly direct us. Food was pretty good though. Extreme upselling on their timeshare thing. Spa was very nice but not included.
Stayed 3 nights in Jan 2025

6/10 Okay

Ingrid

Stayed 5 nights in Dec 2024

10/10 Excellent

Ivan

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The best
Stayed 5 nights in Nov 2024

10/10 Excellent

Ella

Stayed 3 nights in Dec 2024

10/10 Excellent

Molly

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the hotel, the food, the staff, the affiliated properties will be back next year.
Stayed 5 nights in Dec 2024

8/10 Good

JOEL

Traveled with partner
Liked: Cleanliness, amenities
Food was not good..Drinks badly prepared
Stayed 3 nights in Dec 2024

8/10 Good

Natasha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Dec 2024

4/10 Poor

ismail

Traveled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
This was my fourth visit at Xcaret hotel unfortunately I was very disappointed this time I was trying to be understanding because I know it’s the holidays and they are busy but when paying top dollar to stay at a hotel like this you shouldn’t have to go your whole stay without hot water and a broken drain in the shower and even we paid 400$ extra to switch rooms and we still had no hot water. We were also promised at check in that our new room would be ready for us at 9 am so we got our stuff out and went to go switch rooms only to find out that it wasn’t going to be ready until 3pm. I had to fight with them to get the old room back so we had somewhere to be until 3pm for the new room. Then they took over an hour and a half to bring back the luggage to the old room. To get a reservation at any restaurant was impossible for our short stay and I didn’t know you can make them months in advance so if your going during a busy time make them ahead of time or don’t waist your time because we didn’t get to eat at any of the good restaurants. They told us we are out of luck and even if we got on the waitlist it’s under a 50/50 chance of getting in.. the customer service was lacking probably from being so busy which is disappointing because I loved this hotel in the past. The food was disappointing and tasted old… kibi kibi was the only one that was good that we got to go to on the last day we were there. The hotel itself is breathtaking and the access to the parks is amazing!
Stayed 4 nights in Dec 2024

8/10 Good

Kermissa

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was amazing except for the mix up with the reservations. it is very hard to book for reservations to begin with and when we got to the restaurant, they told us that we did not have a reservation. It ended up being a mix up on their part but it was a downer for sure.
Stayed 4 nights in Dec 2024