Name: Hotel Xcaret Mexico All Inclusive
Address: Carretera Chetumal-Puerto Ju rez, Km. 282., Playa Del Carmen, 77710, MX

Hotel Xcaret Mexico All Inclusive

Riviera Maya / Playa del Carmen · Mexico

Carretera Chetumal-Puerto Ju rez, Km. 282.View location

100 reviews shown

10/10

Exceptional

07 Aug 2026

meiyan

Paradise

10/10

Exceptional

07 Aug 2026

Stephen

Clean room
Nice staff

Family_with_children

8/10

Excellent

07 Aug 2026

Amanda

The food is not good, that’s really our only and main complaint

Family_with_children

8/10

Excellent

07 Aug 2026

Christian

Overall, we had a good experience. However, I think the food could be better. For a hotel that promotes itself as a Five Diamond resort, the guest service especially around restaurant closing time is disappointing. The staff seems to do everything possible to avoid seating or serving guests, and they don’t offer alternative dining options when a restaurant is about to close.

The hotel has plenty of areas and amenities for babies and families, which is a big plus. However, despite being a family-oriented resort, it lacks a lively atmosphere overall. It also doesn’t help that the hotel doesn’t do a good job of informing guests about the activities available each day. As a result, after dinner there is very little to do.

6/10

Pleasant

07 Aug 2026

Amy

Horrible room service. Request for towels, waters, beverages were dismissed. Less and less water was provided and when calling the concierge the request was ignored. And there was stain on the bed sheet upon arrival. They did switched out the sheet, but the unpleasant feeling stained the hotel stay experience.

Family_with_children

10/10

Exceptional

06 Aug 2026

Genesis

Beautiful resort!

10/10

Exceptional

06 Aug 2026

Alberto

Great place to stay lots to do

10/10

Exceptional

06 Aug 2026

Miguel

This place is amazing! The staff are so kind and welcoming! I loved every second of my time in this place.

8/10

Excellent

04 Aug 2026

FIMERILYN

Primero para hacer check in solo tenian dos personas para hacer el check in de varios huéspedes que habian llegado al momento que nosotros. El check in fue lento por eso duramos alrededor de 30 min esperando mas los minutos que tenian que durar con nosotros para hacer el check in. Senti que dure casi una hora en eso. Luego de eso nos habían dicho que las maletas iban a estar en la habitación para cuando estuviéramos ahi. Cuando llegamos no estaban, llamamos a recepción y dijimos que no estaban se pusieron a investigar y la habian dejado en otra habitación. Pero cabe destacar que fueron bien atentos y se agilizaron rapido para encontrarlas. Aparte de todos estos imprevistos que nos pasaron esta es mi segunda vez que vuelvo al hotel y siento que el hotel no es igual que antes, me refiero a que quitaron cosas que antes tal vez para mi era un plus para poner otras cosas. Me encantan el staff siempre bien amables y atentos. A mi esposo y a mi no nos gusto que hay que caminar muchisimo sentimos que todo quedaba lejos (entiendo la parte de ampliar y crecer) pero deberian de poner carritos de golf para llevar a los huéspedes de un lado al otro o encontrar otra manera. El buffet principal de la nueva fase sentimos que siempre era lo mismo. En el mercado la merced habia mas variedad de comida. En fin nos encantó el hotel pero para mi esposo y para mi ya no es igual. Hubieron cosas que pregunte que había disfrutado la 1era vez y que ya no tienen.

2/10

Poor

04 Aug 2026

rong

This was one of the worst hotel experiences I have ever had, and it was definitely not worth the price.
Our room was not cleaned on the first day. We also informed the staff that there was no drinking water in the room and asked them to refill it, but no one came before we checked out.
The check-in process took nearly two hours who named Herson, We were traveling as a family and had booked two rooms under my name, but the rooms were located very far from each other. This was extremely inconvenient, especially for a family traveling together.
In addition, no one informed us during check-in that some restaurants had a dress code. There were no clear signs or advance instructions, which caused further inconvenience.
Overall, the service was disappointing, poorly organized, and far below what I expected for the price. I will not choose this hotel again.

2/10

Poor

04 Aug 2026

Luis

Quedé muy decepcionado con mi visita. Llevé a 18 personas de mi familia esperando vivir la misma experiencia de años anteriores, pero lamentablemente fue todo lo contrario.

El servicio ya no es el mismo. Antes este restaurante destacaba por su atención excepcional y por la calidad de sus alimentos; ahora esa esencia parece haberse perdido.

En el área donde preparan el aguachile, junto al mar, había muchas moscas alrededor de la comida. Nada se veía fresco y los empleados ni siquiera hacían el esfuerzo por mantener las moscas alejadas de los alimentos. Además, la limpieza del lugar dejó mucho que desear.

Es una lástima, porque es un restaurante con muchísimo potencial y al que antes disfrutábamos regresar. Espero que la administración tome medidas para recuperar la calidad, la limpieza y la cultura de servicio que alguna vez hicieron de este lugar una experiencia inolvidable. Hoy, después de esta visita, sinceramente no creo volver.

6/10

Pleasant

02 Aug 2026

Oskar Ivan

Check in was awful. First, we were told to get off at the wrong hotel. We stood in line for 30 min before a worker took us to another area making it seem like it was going to be to checked in only to try to be sold a time share. When we declined, the worker suggested going to eat because of how much longer the line got, which we did thinking the line would be shorter, but when we got back to the check in line, we waited another 2 hours. There were only 4 workers checking people in. When we got our room, we found out it was in another building, about a 15 minute walk away.
We also wanted to rent a stroller for the kids, but every worker we asked either didn’t know or told us the wrong place they were at, so we just gave up.
While at the pool for a few hours, no server approached us for drinks. We had to go the bar each time. There was also an issue with shortage of towels. I asked 3 workers and they sent me in circles only to be told they were completely out. When I finally decided to go back to the pool, I saw a worker stocking fresh towels. When I asked him for 3, he was visibly annoyed, threw his hands up and rudely gave me the towels.

We had high expectations for this hotel but unfortunately it fell short. Overall it was okay, but not as family friendly as we were led to believe it was. I’d only recommend this place if you don’t have kids. Before leaving hotel, we were offered a discount for our next visit, but considering our experience, we had to decline.

10/10

Exceptional

01 Aug 2026

Maura

Everything was excellent food, concierge staff, tour people and room was amazing

10/10

Exceptional

01 Aug 2026

Jeysa

Unique

4/10

Poor

01 Aug 2026

Saul

The resort is absolutely beautiful, surrounded by nature, and very clean. Unfortunately, the overall experience was extremely disappointing for a resort at this price level.
The biggest shock was being charged approximately $1,000 USD in additional taxes/fees upon arrival. Neither Expedia nor the resort clearly disclosed this cost beforehand. Even the concierge appeared surprised. I contacted Expedia, but was told the resort’s policy prevented a refund. A charge this significant should never come as a surprise at check-in.

Check-in took TWO HOURS. There was a huge line with only about three clerks processing guests, while many employees were standing around welcoming guests with towels and candy. Checkout had the same problem, with only one clerk handling a long line. The staffing priorities made absolutely no sense.

Restaurant reservations were another major disappointment. During my five-night stay, I was only able to visit ONE restaurant because everything else was fully booked.

I also tried booking the Cozumel catamaran three weeks in advance through the resort app. Although the app showed available times, my requests were rejected three or four times. Upon arrival, I was told these activities are basically always fully booked, despite the app showing availability. The resort also offers these activities for additional fees, which made the situation feel very frustrating and misleading.

Beautiful resort, but poor organization, lack of transparency from the beginning

6/10

Pleasant

30 Jul 2026

elsi

The property is beautiful and huge! You can't explore it all in one visit. Food is great. We went back a 2nd time and have mixed thoughts. 1st time, had a lot of pressure to join their membership program and lost a lot of valuable time away from my vacation. 2nd time, they didn't keep half their promises. Kept getting diff answers to my questions. They ruined my hat when they picked up my luggage and jammed it with the rest of my things. No care for it at all. Not enough evening entertainment.

6/10

Pleasant

30 Jul 2026

Christine M

The hotel is beautiful, but the restaurants were just OK. It was next to impossible to get reservations at the nicer restaurants. The Michelin rated restaurant was an additional $300 per person. The El Fuego was also had an extra charge of $100 per person. The other high rated restaurants we could not get reservations and several were adult only so our 15 year old was not allowed.
The drinks at the bars were super watered down.
The resort is really away from everything, but they have every little retail, so when my daughter caught a cold, we had no way to get her DayQuil or throat lozenges.
I would not come back.

2/10

Poor

29 Jul 2026

Santiago Hurtado

Everithing was very good.

10/10

Exceptional

28 Jul 2026

Roberto

10/10

Exceptional

27 Jul 2026

Velyi

Wonderful stay and will visit again

10/10

Exceptional

27 Jul 2026

yurima

Best hotel ever

4/10

Poor

27 Jul 2026

Eduardo

Xcaret era uno de nuestros destinos favoritos. La visitamos 3 veces antes de esta, de hecho, mi hijo se caso en xcaret. Es desilusionante ver como ha cambiado y para mal. Antes recibían a los huéspedes en la puerta con unas toallas húmedas y el típico BIENVENIDO A CASA. Eso no existio, al menos para mi. El staff era muy amable y te saludaban a cada paso. Los de ahora, ni te responden el saludo. La variedad de ofertas y calidad en el buffet, nada q ver. Eran o son categoría DIAMANTE. Antes, bien merecido, ahora otro hotel del montón. Mala coordinación entre el staff, el servicio en general mediocre, pero MANTIENEN LOS MISMOS PRECIOS.En mi opinión, muy sobrevalorado para lo q ofrece en estos momentos. Conclusiones: NO VUELVO MAS.

8/10

Excellent

26 Jul 2026

Linnette

Update 2026.
Many of my previous observations are still true great food , rooms and acivities the hotel now is HUGE, has 4 more \"wings\" . Plenty of new restaurants .
More also means diferent.
Now each \" department \" has its responsibility, so coordinating between them all can be an issue.
Services take a bit longer. And some personel aren't as \"friendly\" as before....
Getting reservations for restaurants and tours on an app, most are full even 30 days previous when you can start booking.
When we grow , we lose intimacy. This is partially true with the hotel.
Good part..... food lots of options but ....most oriented toward the Mexican style....this is a difficulty for many foreigners at the hotel, for example I saw some orientals that literally didn't eat much at all. Beef options are usually good, ribey , sirloin , new York. Seafood fresh and can be cooked to your preference.
Breakfast is mexican based with a few extra options ....wafles , pancakes, Bread, bacon and sausage.
Green areas and rooms are great room service takes a long time and a lot of the options are not available.
Beds are super comfortable and the the pillows are spectacular. They do clean the rooms regularly, and restock the fridge with coke , diet coke , sprite, corona beer and sparkling water. Water in bottles must be asked for to room services. They do bring them , ask for the large.
Hot water in shower adequate.
In room or balcony hot tubs are standard, water takes 30 min

8/10

Excellent

25 Jul 2026

Jason William

Immersion in bat

Friends

10/10

Exceptional

25 Jul 2026

Daily

Excelente on everything

10/10

Exceptional

25 Jul 2026

Xavier

Great place to stay with the family. Can be a little overwhelming due to the size of it but once you figure out where everything is, it is truly amazing.

10/10

Exceptional

25 Jul 2026

MEI WAN

all of good,we will come back

10/10

Exceptional

25 Jul 2026

Yilien

Great experience for families!

6/10

Pleasant

25 Jul 2026

Courtney

Beautiful place, adults only area we loved however, they left the gates open allowing children to walk thru both the restaurant area and the private pool area all day long. Our butlers were very nice but I constantly had to text over and over to push them to get reservations made for us. Food was not very good. The Fuego restaurant food was excellent but they didn’t tell us the lobster tail was extra and charged us $425 US dollars for 2 tails with our steaks.

4/10

Poor

24 Jul 2026

Rosalva

It’s a big hotel expect delays when ordering food. Order at least 2-3 hours ahead. They need lots of help in the kitchen & delivering food to room. The hotel it self is worth it but since they open the second part of the hotel the attention to detail was lost. It’s not the same any more. Hope they hire more personnel so they level up like they used to back in 2020. Everything else is good. I do want to thanks Osvaldo Guzman & Rebeca Arvizu for helping me out since I got to the hotel. Rebeca was very nice to me trying to help with room amenities & food & Osvaldo made up for the bad in the hotel. Gave me an update on my room . The view of the river was incredible.

10/10

Exceptional

24 Jul 2026

Macnair Ferreira Roza

Everything was great, all staff was very helpful.

10/10

Exceptional

24 Jul 2026

CHULHEE

Menos calidad de aseo

2/10

Poor

24 Jul 2026

Xing

Got very bad experience on room service. And when I tried to contact them before arrival, it’s useless help while I want to change dinner.

10/10

Exceptional

23 Jul 2026

Erika Perez Grovas

Everything’s amazing
Staff
Super helpful
Nice welcoming food amazing a lot
Of
Fun

10/10

Exceptional

23 Jul 2026

Lorena

Todo estuvo muy bien pero falta tiempo porque es muy grande para conocer todo, quedé con pendientes, regresaré seguramente pronto.

Family_with_children

6/10

Pleasant

23 Jul 2026

Katie

Property is huge and runs like a mini city. Stayed for 7 days. Overall ok. Communication with reservation and check in staff needs work. The pools were fine but seemed like hotel hosts huge corporate events so some areas can be totally crowded making the pools fairly yucky. Food was ok. Bring a stroller that’s good on rocky sidewalks don’t plan to use the resort ones as they are typically out. We had a room with the swim out pool which was great. Rooms are also a little interesting. The sink and closet area are pretty dark. Sink area is in the same “ room “ as the bedroom. The door only separates closet, shower and bathroom. It was great to experience some of the parks. We were there with a 5 year old. Would not stay there again because of the crowds and sub par food and service.

6/10

Pleasant

22 Jul 2026

Susana

I stayed at Hotel Xcaret from July 12–17 with my family. This was a vacation we had been looking forward to for a long time, and we arrived with high expectations. Unfortunately, our experience was very disappointing.

We booked a River Jump Suite, and while we were given that room category, the river outside our room was so dirty that my two teenagers refused to jump in. That is how our vacation began. My husband immediately went to the front desk to request another room, but we were told there were no other rooms available and that the area would be cleaned. Although they did clean it, because we were in a corner room, all of the debris was simply pushed to the area outside our room.

I will say that the room itself was well maintained. The amenities were nice, the bed linens were spotless, and the bathroom was very clean.

The food was another disappointment. Breakfast and lunch were good, but dinner was consistently poor. Las Cuevas had some of the worst service I've experienced in years. We waited more than 15 minutes just to receive water in a restaurant without air conditioning. Our waiter seemed unhappy to be there and came across as irritated throughout the meal, making the overall experience very unpleasant.

At Xin-Gao, our waiter was kind and attentive, but the restaurant itself had water leaking from the ceiling. He apologized and mentioned that the restaurant would be closing within a week for roof repairs.

Overall Xcaret hotel was not what we expected at all.

10/10

Exceptional

21 Jul 2026

Katia

Hola la verdad es uno de los hoteles mas hermosos que e visitado fuimos en familia y nos encantó es como para no salir de ay

Family_with_children

10/10

Exceptional

21 Jul 2026

Mayra

Love the place. Full of nature amazing art pieces. Such a wonderful place to visit with family

Family_with_children

6/10

Pleasant

20 Jul 2026

José

Room service was very slow and the calls for the room service would always drop.

Family_with_children

10/10

Exceptional

20 Jul 2026

Maurilio

Una estancia maravillosa que superó nuestras expectativas. El servicio al cliente fue excelente y todo el personal nos atendió con mucha amabilidad.

La comida fue fabulosa y auténticamente mexicana. Disfrutamos especialmente de las cenas en los restaurantes, destacando Cantina Los Faroles por su ambiente, atención y deliciosa comida.

Los parques hicieron que nuestras vacaciones fueran aún más inolvidables. Xenses y Xplor fueron nuestros favoritos por su diversión, creatividad y aventura.

Recomendamos totalmente Hotel Xcaret México para unas vacaciones especiales en familia. Sin duda regresaríamos.

Family_with_children

10/10

Exceptional

19 Jul 2026

Iram

Muy bueno

6/10

Pleasant

19 Jul 2026

Ankur

Check in experience was smooth broom was clean. Requested one additional bottle of water (was ready to pay) but it never arrived . Repost amenities and restaurants were good but lack of proper signs and posted direction for navigation in the resort. Checkout process was worst, had to stand for approx 50
Minutes with 2 little kids just to compete checkout and get wrist bands off. Staff’s attitude was subpar.

Family_with_children

10/10

Exceptional

18 Jul 2026

Tylisha

Trip of a lifetime.

Family_with_children

10/10

Exceptional

18 Jul 2026

Juan

Just Go!

Family_with_children

8/10

Excellent

17 Jul 2026

Angel

Rooms were very clean. Staff very helpful. Food was ok.

Family_with_children

10/10

Exceptional

17 Jul 2026

Luz

Perfect for families. Ensure to reach out to them 30 days prior to your arrival in order to get app to book restaurants ahead of time.

Family_with_children

10/10

Exceptional

17 Jul 2026

Liviston J

Everything was excellent

Family_with_children

10/10

Exceptional

15 Jul 2026

Joana

Great place to visit

Family_with_children

10/10

Exceptional

15 Jul 2026

Brenda L Rosado

Excelente servicio al cliente!

Partner

10/10

Exceptional

14 Jul 2026

Denise

Great

10/10

Exceptional

14 Jul 2026

Lizet

The best hotel

10/10

Exceptional

13 Jul 2026

Lorena

Great place for a family vacations with kids great water park plenty of pool

Family_with_children

10/10

Exceptional

12 Jul 2026

Chiman

Excellent

10/10

Exceptional

12 Jul 2026

Adwin

He was OK staff was coming

10/10

Exceptional

11 Jul 2026

Jose Alfredo Nava

Amazing Views; Amazing customer service. Overall 10/10

Family_with_children

10/10

Exceptional

11 Jul 2026

Mariana

Room service 24/7 was so helpful
The staff crew was super nice. Every day we received amenities
The best breakfast was the red sauce Chilaquiles with chicken
I recommend eat the dinner on Mercado la Merced
We will be back soon

8/10

Excellent

11 Jul 2026

Brenda

Beautiful resort with so much to do! Only issue was we had booked a room with two queen beds. Once we got to the check in they were trying to put us in a room with 1 queen and a sofa bed. Apparently it is in the fine print if you book with Expedia that two queens are not guaranteed, so I guess that was our fault. The other small issue was that room service would rarely answer our call and we had to call in every morning since out water bottles and mini fridge were not refilled. Other than that, the staff is supper friendly and helpful. Had a great time! Be prepared to walk!

Family_with_children

8/10

Excellent

11 Jul 2026

Rex

Overall satisfied.

Family_with_children

10/10

Exceptional

10 Jul 2026

Neda

Very nice property, beautiful rooms, food was amazing. So much to do specially with kids.

Family_with_children

2/10

Poor

10 Jul 2026

Vanesa

I wouldn’t be writing this review if my husband hadn’t spent so much money on this vacation. First, Andrea, our concierge, was absolutely amazing. She was kind, attentive, and the highlight of our stay. Santi was also wonderful. Unfortunately, the rest of our experience was incredibly disappointing. For a resort that markets itself as luxury, the service was nowhere near the price. Many employees were rude, dismissive, and treated us like an inconvenience. Almost every request was met with “we don’t have that,” from bottled water and straws to simple requests like a high chair for our toddler. Housekeeping missed our room multiple times, dirty towels sat outside for days, and the walkway outside our room stayed dangerously slippery. The food was another huge letdown. The “fresh” orange juice was obviously watered down, buffet stations were often missing items, and the quality simply didn’t match a luxury resort. Our worst experience was at Los Faroles. After declining a wine recommendation, our server’s attitude completely changed. He then served our toddler a raw steak, which was unacceptable. After returning home, both my husband, baby and I got sick. Definitely from there. The property is beautiful, but beautiful views don’t make up for poor service, constant upselling, and an experience that fell far below expectations. We expected luxury. Sadly, we didn’t receive it.

Family_with_children

8/10

Excellent

10 Jul 2026

Heydy

Staff doesn’t spend enough time explaining the activities that are included. They talk to you to offer different types of memberships.

Family_with_children

6/10

Pleasant

10 Jul 2026

Jussye

The hotel itself was very nice and clean, it has many restaurants. I did not find the food very good or tasty as I was expecting, but overall, it was very good. The only issue is staff, not as friendly.
I have been in many other resorts in Cancun and this is for the worst when it comes to staff.
Seem like they don’t enjoy seeing people having fun.

Family_with_children

6/10

Pleasant

10 Jul 2026

Jerry

The whole bracelet thing is a bit inconvenient, especially at the checkout. Also, upon reservation, you can’t book the shuttle back to the airport. You have to book it separately after arriving at the hotel, which makes it one extra task that you have to do.

Family

10/10

Exceptional

10 Jul 2026

Rodolfo

Beautiful Experience

Family_with_children

10/10

Exceptional

08 Jul 2026

Adriana

Everything about the hotel is amazing!

Family_with_children

10/10

Exceptional

08 Jul 2026

Yesenia

All inclusive resort with access to all xcaret parks!!! Food is amazing 10/10.

Family_with_children

10/10

Exceptional

07 Jul 2026

Rocky

it’s the best of the best

Family_with_children

10/10

Exceptional

06 Jul 2026

Marlon

Me encantó

Family_with_children

2/10

Poor

06 Jul 2026

JESENIA

Building property

Family_with_children

10/10

Exceptional

04 Jul 2026

Rosny

Food delicious, pools clean, drinks all premium. The only thing I would not recommend is Teatro del Rio, not because of the show(which is phenomenal) but the food was horrible,, I think the should not be offering food if is not going be be at the high of rest of the restaurants.

Family_with_children

10/10

Exceptional

04 Jul 2026

Jinshuo

It’s the best one to stay.

Family_with_children

10/10

Exceptional

02 Jul 2026

Violeta

Excellent

Family_with_children

10/10

Exceptional

01 Jul 2026

Sandra

Outdoor pool

Family_with_children

8/10

Excellent

01 Jul 2026

Ana

Considero que es un Hotel muy bonito, las instalaciones son preciosas es enorme, no te da tiempo a conocer todo pero siento que el servicio al cliente y la atención del personal obviamente con sus excepciones no son de lo mejor incluso Ana de Concierge hasta me colgó el teléfono! Muchas de las cosas no te han información precisa como recalco no son todos, pero si el servicio no es excepcional como me gustaría recibir y como es recibido en otros hoteles de México!

Family_with_children

10/10

Exceptional

30 Jun 2026

Wenjing

todo excelente

10/10

Exceptional

30 Jun 2026

Maria Carmen

It's paradise 😍 We loved staying in Xcaret Resort and hope to go back soon!!! Our room had a great view 💖

Family_with_children

10/10

Exceptional

29 Jun 2026

Carla

Amazing pools, great variety of food. Always something to do

Family_with_children

4/10

Poor

28 Jun 2026

Jongsoo

Staffs are friendly but not very helpful

Family_with_children

10/10

Exceptional

28 Jun 2026

Rosalba Altuna

Un hotel q la diversión la elegancia la cultura la buena comida ,bebida y la arquitectura son un sueño hecho realidad recomendado al 1000 por ciento

Family_with_children

10/10

Exceptional

28 Jun 2026

YOLANDA

Es difícil decir que algo no me gustó porque todo en general fue excelente espero volver el próximo año

Family_with_children

2/10

Poor

28 Jun 2026

Mayo

First, the check-in counter was extremely crowded, and we had to wait for nearly an hour. The water in the pool with the slides was cloudy and did not look clean. Both the hotel and the park were like a maze, and we got lost many times, which meant we spent a lot of time just trying to get around. Because of these experiences, we will not be returning to this hotel or resort.

Family_with_children

10/10

Exceptional

27 Jun 2026

Aliesky

I love everything about Xcaret Hotel México, get ready to walk but since the property is so gorgeous you always will have a view, hope to be back soon !!

Family_with_children

10/10

Exceptional

27 Jun 2026

Miday

Amazing

Family_with_children

10/10

Exceptional

26 Jun 2026

Mike

Amazing property, not overcrowded, great for families.

Family_with_children

10/10

Exceptional

24 Jun 2026

Doris Martinez

Everything is good le doy un 9/10

10/10

Exceptional

23 Jun 2026

David

The hotel was very clean/

10/10

Exceptional

23 Jun 2026

alicia

The best vacation ever and the hotel is 5 star !

Family_with_children

10/10

Exceptional

22 Jun 2026

Ismel

Beautiful resort , everything was perfect . A lot of things to do with kids . Amazing views , food and activities . The only thing that we didn’t like at all was that our flight was at 12:30pm , airport was at 45 to 1 hour distance and they schedule our pick up ( with no other option ) at 7:00am , my kids could a had breakfast cause everything opens at 7 . We were at the airport for 4 hours because of that .

Family_with_children

4/10

Poor

21 Jun 2026

Robert

If you don't sign up for their time share presentation you won't get much help from concierge. Terrible customer service.

Family_with_children

2/10

Poor

20 Jun 2026

aviran

I booked 2 queen beds and I got only 1 king size bed and sofa and they told me it’s Expedia fault.
They try to convince me to get a membership with them and to book vacations only with them because Expedia charges me much over.

Family_with_children

10/10

Exceptional

20 Jun 2026

Luis

Excelent service, Incredible hotel

Partner

10/10

Exceptional

20 Jun 2026

Kami

The property is amazingly beautiful, clean and HUGE! Be ready to walk. The walk is beautiful every where you go so you don’t feel like you are getting in 5 miles a day but I did! The food is good comparable to other places I have stayed in Mexico. The inclusion of ALL parks is the draw and you will want to do them all. I suggest you prioritize according to your group as the Xenotes is a little more demanding especially if you are traveling with smaller children or Grandparents. Xel-Há is for everyone and you can do as much or as little as you want there. The food there was excellent and easy to get in and out. Be sure to take advantage of the Xelfies on all of the properties. I wish I had done more as the package you can purchase at the end of your stay is very reasonable. We had an amazing vacation there and I would go back.

Friends

10/10

Exceptional

20 Jun 2026

Leobardo

Que los servibares sierren más tarde.

Family_with_children

10/10

Exceptional

19 Jun 2026

Josie

Huge hotel with lots to do. Only bad thing was the timeshare meeting practically took the whole day. Lost a whole day there instead of spending time with my children.

Family

6/10

Pleasant

19 Jun 2026

Abel

The room service was not good. We found ourselves calling multiple times a day to get anything sent to the room, including water, which took 2 days to replenish.
Also, we were a group of about 50 people on a wedding event and about 10-15 people got a terrible food poisoning, cuasing vomiting and diarrhea. When asked the Hotel about it, they found it normal saying the food was different from what Americans are used to, and that was the reason, but that is complete nonsense when you consider the number of people that got sick. We believe the water caused it.
Overall the hotel is very nice and the access to the parks is nice perk, but considering the price we had to pay for this hotel, I don't think we would come back ever again.

Family_with_children

8/10

Excellent

18 Jun 2026

Karina

As soon as you get to the property you will get a person talk to you about \" the 90 minutes talk\" if you say yes they will become your concierge. IF YOU SAY NO!!! YOU WILL BE ON YOUR OWN!!! we tried to get reservations for the restaurant only to be told that they had a problem with the system and cannot book anything!! Everything is blocked!!!! They will tell you to come back the next day.... the coconut that you see in the picture are not free. LAS CUEVAS restaurant is not open. Its a beautiful place for pictures.

10/10

Exceptional

18 Jun 2026

Erika

Hermoso hotel, si buscas diverción, este hotel es ideal, si buscas playas hermosas este hotel no tiene bonitas playa. Pero tenlo por seguro que te encantará.

Family_with_children

10/10

Exceptional

17 Jun 2026

Yusleidy

INCRIBLE HOTEL LLENO DE PAZ Y TRANQUILIDAD,ME SENTIA COMO ESTAR EN EL PARAISO DENTRO DE LOS RIOS NATURALES,LO UNICO QUE PIENSO DEBEN IR RENOVANDO PORQUE YA HAY MUCHO DETERIORO EN LA INFRAESTRUCTURA Y MAS MAQUINAS EN EL GYM,PERO POR TODO LO DEMAS ES HERMOSO,LA COMIDA INCREIBLE Y LOS NINOS Y ADOLOSCENTES TIENEN SUS ESPACIOS.

Family_with_children

10/10

Exceptional

16 Jun 2026

jessica

The most beautiful hotel we have ever been! Best of the best in México and probably in the world !

Family