Hotel Xcaret Avis 

TL;DR: Staff physically confiscated silverware and water glasses from my 6-months pregnant wife to prevent her from eating, publicly humiliating her after we waited over an hour for food. Management admitted to these severe operational failures in writing but refuses to issue a refund for the undelivered services. Expect broken room service, massive dining queues, and an environment that prioritizes timeshare sales over the basic health and safety of its guests.

To those contemplating spending upwards of $5,500 for the illusion of a luxury retreat: take heed. Hotel Xcaret is not a high-end hospitality venue. It is an exercise in operational chaos, contempt for its guests, and unvarnished corporate greed.

We traveled with our toddler and my six-months pregnant wife, anticipating the promised "All-Fun Inclusive" seamlessness. Instead, we found ourselves trapped in a system that prioritized deploying over 20 staff members to aggressively hawk tours and timeshares in the lobby while entirely failing to feed their existing guests. The daily dining queues routinely stretched well past an hour. Attempting to bypass this via room service revealed a completely broken system. The phone line was deliberately left off the hook to broadcast a continuous busy signal, and when we finally forced a connection after eight separate attempts, the food arrived three hours late or simply never materialized at all.

The absolute nadir of our stay arrived on our final morning. Physically exhausted and unable to endure yet another taxing queue, my visibly pregnant wife took a seat at an empty table. Rather than exhibiting basic human decency, let alone the preferential treatment explicitly mandated by Mexican law, a hostess publicly berated her as a "line cheater." In a staggering display of hostility, the staff physically stripped the silverware and water glasses from her table to ensure she could not eat. I was left to scavenge for cutlery at a waiter's station myself just to secure a meal for my pregnant wife.

One might expect urgent apologies for such degrading treatment. Instead, despite management (Ulises Miranda) formally admitting to their severe operational failures in writing on March 11, the resort's corporate office refuses to refund the $2,765.20 owed for the services they failed to deliver.

They operate under the assumption that foreign tourists will simply give up once they cross the border, but they are mistaken. This is now an active federal dispute for discriminatory denial of service (PROFECO Expediente #06683971, Art. 7 & 58 LFPC) and a formal regulatory financial claim.

Do not subsidize this behavior. If Hotel Xcaret will treat a pregnant mother with such blatant hostility and happily pocket the money, imagine how they will treat you.

Mexico Destination Club is a complete scam! They sell you a contract and then they have people on the inside who is working their system, scamming consumers out of additional funds!! My husband and i were scammed over 30k with someone impersonating the company. We have always love traveling to Xcaret but this left a bad taste in our mouths.

The Mexican Destination Club is a complete scam. They try to grab you from the time you land in Cancun and completely lie to you about everything that they offer. It’s effectively a high pressure saleS situation. Eduardo was the scammer that approached us at Cancun Airport and took cash and when we got to the hotel they said we needed to provide a credit card which was never explained. Eduardo also said that it wasn’t a timeshare which the hotel confirmed that it was. Hotel Xcaret was involved so I wouldn’t recommend staying at the resort because they were party to the lie and are fine with this company defrauding people to get reservations.

Everything at this hotel works beautifully—except for one thing that completely ruins the experience: the invitation to become a club member.

The sales team is rude, unethical, and uses aggressive, manipulative tactics that are widely reported and well documented. What’s most disappointing is that the ownership, which promotes a “spectacular experience,” allows this behavior to continue. Guests are pressured, disrespected, and even humiliated if they choose not to buy.

It’s unacceptable that a place built on hospitality tolerates practices that go against its own philosophy. The hotel staff tries to manage the situation, but the damage is already done.

Disgraceful. 1 star.

I spent 11 days in xcaret mexico resort, I been here prior to this visit I became a member. How ever this place its horrible.as am checking out a request a manager Ricardo Fernandez was not helpful made,its really sad to see this beautiful place lack of customer service. Food has gotn very poor quality. Absolutely waist of money

The resort, the restaurants, the service staff are all excellent. However as noted in other reviews the hard sell on the "timeshare" was enough to make us decide to never return. The staff that works in the glass room welcome center are focused on this one thing and one thing only. We did make the appointment for the 1.5 hour "orientation" but reading the "acceptable profiles" of membership and the fact they want your credit card information upfront made me cancel. That in itself was a chore, Cecilia was very unhelpful and her attitude has no place in a customer service position but she finally did cancel.
The second scam is their photo packages. We kept seeing that we had over 550 images available so we paid 160.00 we ended up with 150 or so. Cannot download the images from our catamaran trip to Isla Mujeres and videos from Xel-Ha are low quality and an extra 48.00 each.
Immediately upon arrival at registration we were informed only 2 queen beds were available on our room selection but for anywhere from 780.00 to 2500 upgrades can be done. So there went another 800.00
We will definately will not return to Xcaret.

trovata benissimo durante la settimana trascorso presso di loro

I will not go to the lengths of other reviews as they have properly explained the issue of The Xcaret Hotels which is Mexico destination club. Do avoid at all costs signing any membership contract with them, I was offered several benefits that proved to be a lie, or to be able to have them you have to pay even way more, etc. It is a shame because I do love the hotels, and the staff, everything is amazing but avoid losing money and so much time with the membership avoid this at all cost. I am an active member and just now tried to contact them for clarification on some benefits they closed the chat. Please avoid.

Las installations de el Hotel expectaculare magical atencion. Pero los Paquetes vocational venden no sirven cuando quiero hacer Reserva esta lleno los otros agregados aue dan no hay forma de usarlos recmiendo nadie compre los paquetes de vaciones son basura.

XCaret Mexico Vacation Club & Organized Crime

Notwithstanding some of the declining service standards over the past few years - the greatest risk to visiting XCaret, Arte or Playa is the criminal predators they have allowed onto the property, and into the lives of its guests. Even if you attend the property I would strong ADVISE AVOIDING THE XCARET MEXICO VACATION CLUB AT ALL COSTS. They are located within the central pyramid.

We used to adore this resort and brought many members of our family there several times. We had a very disappointing sales experience after being encouraged to check out their Vacation Club. We were very cautious -- but we trusted Miguel Quintana Pali (the managing partner) and the XCaret brand. This was a VERY COSTLY MISTAKE in many ways.

At the 'sales' event we finally agreed to purchase. That was 6 months ago. We have been met with nothing but surprise blackout periods, surprise fees, limits, conditions, complexity and poor service at every turn. We have been contacted on the telephone by representatives of the XCaret club to 'go over the member benefits' so many times (at least every month). One of those calls resulted to another 90 minute sales pitch to per-purchase more future value. The phone rang every few weeks with another 'offer', and more and more sales pitches. It was exhausting.

THE VERY POOR VALUE IS NOT THE BIGGEST ISSUE. XCaret has opened itself up to organized crime through their vacation club 'program'. Fraudsters will STEAL YOUR PERSONAL INFORMATION and begin contacting you through every channel to make special offers, go over your membership, confirm some booking or claim to be taking hotel bookings at discounted rates. They know EVERYTHING about you and your contract ... and will gain your trust by using it. On top of the $25,000 we invested (which we continue to make payments on under a lock tight and almost completely useless contract ), we lost another $8000 recently because we tried to book at Arte for Christmas. A criminal intercepted us and took the booking instead of the official reservations phone number.

And for the 3rd of 4th time since we become members, the hotel & vacation club staff were utterly indifferent. I contacted them to confirm the room details and discovered the fraud. I was made to feel stupid, and they never called me back as they promised. I was just another nameless, faceless dollar bill to them as well.

I cannot describe how much this whole experience has hurt me and my family. This was a trusted place to come together once per year -- and they allowed us to be victimized repeatedly. They turned on us in a way that abused our trust, our enthusiasm for the property, for what Miguel created and for Mexico. Miguel and Xcaret initially taught our family about the rich culture in Mexico. I read his book and we discussed it together as a family. We went to the cultural shows. We grew to understand the beauty of the country through his eyes. But that is done now. We are all profoundly sad, financially set back and will likely never return to Mexico again.

We have been to Xcaret resort about 6 times now. It is incredibly beautiful and a picture perfect resort. We purchased a fractional ownership package and actually upgraded it to Gold a year later. This was a costly purchase but we were in love with Xcaret and could see ourselves returning often. The hotel had only been open less than a year when we went. The recent shooting at the hotel left us speechless and saddened. We had been there only a month before it happened with our son and his family. The issue I have with the resort is multi-layered. From the beginning it was hard to make reservations. Then everyone got caught up in all the Covid crap and we had two weeks that had to be postponed for months. This got confusing and we barely made them happen. When we were finally able to go we got stuck in hurricane Delta and had to sleep in a huge conference room with 600 other people. My anxiety was off the charts. It was also a 'dry' night which didn't help. The government shut down all sales of alcohol. They told us not to bring anything with us when we got put into the conference room and my medication was back in our hotel room!!!! After literally sealing us into the conference room (I get it...it was for our safety) we were divied out blankets and a couple pillows. FOR A CONCRETE FLOOR!!!! Some people got large cushions but it was first come first serve. The older people or disabled people just got what they got. The food was good but didn't help to solve people's anxiety. Thank God there no one went postal since we were all locked in there together!! We had no communication from our concierge and didn't even know what was going on until we started asking questions. (I have to note here that of ALL the times we've been only 1 concierge has been worth anything and been helpful.) I'm so glad we didn't have our disabled daughter with us this time!!! That's a story for another review:) Towards the end of 2021 we were approached with an email that looked to be from Hotel Xcaret (now I'm not so sure it was them but who knows) about 3 different promotional packages they were offering called a "FLY & BUY". They were for 2, 4, or 8 "FREE FUN WEEKS". We figured the small 2 week package would be nice and started the process. Then we found out that the only way we could "take advantage" of the offer was through a bank transfer. I told them I'd always used a credit card and never had an issue in the past. They acted like they wanted to help and so provided me with a way to pay online through Marcado Pago. I tried but it wouldn't let me complete the transaction. I tried a few times and then gave up. Later I found out that PayPal had allowed Marcado Pago to automatically put me on a renewal for payment. Unbeknownst to me things started bouncing in my account and PayPal starts telling me I owe them money for a transaction. This transaction!! I was floored!! I then found out about the fees my bank had charged me for each time the transaction failed ($25 A POP). I was able to find out about the auto draft put on Marcado and reverse it as well as contest the monies on PayPal. I was able to send PayPal the emails I was sent and let them know I never received anything from the hotel even after it was paid by PayPal (unauthorized). PayPal reviewed the evidence and found it to be in my favor. My money was refunded and all's fine now (Thank God for PayPal securities!) We are still not sure if this actually came from Hotel Xcaret or not, or from the Mexico Destination Club who we have the membership with. Either way, it's very shady and a shockingly shoddy way of doing business. We don't know if we can ever trust them again and their track record isn't great. Thankfully there are a lot of other resorts out there to choose from!

The best hotel experience ever. Such wonderfully friendly people in a beautiful setting. Food was amazing, parks are fun and the Spa - OMG. This place is just heavenly, a credit to the whole team who put this together and the lovely people who run it.

I'm sure the amenities at the resort are great, but that doesn't matter when they partner with fraudulent 3rd party booking sites like prestigia.com. We were scheduled to travel from NYC March 21-25, 2020 in the height of the covid-19 pandemic. We couldn't make the reservation because the US-Mexico border had closed and we were in mandatory lockdown in NYC, as it's currently the global epicenter of the pandemic. The hotel had already closed most of its parks by March 21 and by March 23 they weren't accepting new guests at the hotel due to the pandemic. And STILL neither Prestigia.com nor Hotel Xcaret will allow us to reschedule our $3,000 booking. Hotel Xcaret keeps saying they can't talk to me directly or allow the modification, that it has to go through Prestigia, but give me a break. They are the hotel. They can make this right by allowing us a refund or allowing us to reschedule and the fact that they won't is evidence of how little customer service matters to them.