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Cheaper
Average
Higher
About
4.5
#6 of 39 all-inclusives in Playa del Carmen
Location
4.8
Cleanliness
4.8
Service
4.6
Value
4.6
Our All-Fun Inclusive® program transforms and outmatches the traditional All-Inclusive concept, as we offer unlimited access to our Parks: Xcaret, Xel-Ha, Xplor, Xplor Fuego, Xoximilco and Xenses, as well as deluxe tours to Xenotes and Xichen, with round-trip transportation included. Airport shuttle included.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travelers to find restaurants and things to do within walking distance.
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Hotel Xcaret México is often lauded for its enchanting atmosphere and personalized service, with guests consistently impressed by the variety of entertainment on offer. The exceptional service and immaculate cleanliness of both rooms and facilities earn rave reviews.
Despite some criticisms over room inconsistencies and the perceived value of membership programs, the hotel's lavish amenities, including diverse dining options and pools, are popular among travelers. The picturesque location with convenient access to amenities is frequently praised, though some guests note the pricing as a concern.
Location
Picturesque
Atmosphere
Enchanting
Rooms
Comfortable
Value
Expensive
Cleanliness
Immaculate
Service
Attentive
Amenities
Lavish
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We have visited Xcaret and Iberostar within the past year, so I would like to write up a comparison including mention of some things both do well and other areas for improvement. Broken down by categories. Spoiler alert, here is a summary impression up front in case you don't want to scroll down. Hotel Xcaret is markedly more expensive - for that you are getting all-inclusive access to the parks including close proximity to three of them, and the place overall feels more upscale. Iberostar has more variety of restaurants and has a sandy beach - it may appeal more to families with younger kids or those less inclined to spend much time at the adventure parks.
Airport transfer - included in the Xcaret price, and they do a really nice job with plush buses and cold water bottles. With Iberostar you have to set up on your own which is not a major issue.
Rooms - similar size and layout of suites. It is very difficult at either place to get a room with a king-size bed plus a pull-out. Most rooms have 2 double beds and a pull-out which is not ideal for adult couples to sleep together. I found both very well-apportioned but Xcaret gets the nod for the high-end decorative light fixtures, extra-large mirrors and other expensive touches.
Clientele - Iberostar Maya Suites is frequented primarily by English-speaking, American and Canadian families. Hotel Xcaret seems more diverse including wider age group and - also I probably at least 50% Latinx including many wealthy Mexican vacationers. So, a more varied clientele and likely more affluent.
Upcharges and sales pitches - more prominent at Iberostar with multiple approaches to sit through a half-day sales pitch. Politely declined each time. At Xcaret, we only encountered a sales pitch right at the moment of check-out. When we were in a rush to get to our shuttle transfer, no way we were going to make a snap decision about purchasing a future vacation. Bizarre timing on their part. At Xcaret, upon check-in there was a prepared sheet with room upgrades. I actually found it misleading, on the booking website it looked like our room class would have direct access to the lazy river whereas we simply had a view of it. There are more classes of rooms that they try to sell upon check-in, than you see on the booking website. As it turned out, we were happy with our original room and would not have dived into the lazy river.
Housekeeping- excellent at both. I would actually give the nod to Iberostar for personalized attention including towel animals fashioned for the kids. At Xcaret, even with the do not disturb light this did not mean much because I would be interrupted from naptime with needless phone call about whether we had dirty dishes for pickup, and knocks on the door from housekeeping and minibar departments.
In-room drinks - comparable beer/soda, but the nice thing at Xcaret is they give you plenty of bottles of drinking water every day whereas at Iberostar you have to walk a short distance to fill up bottles at the water stations. The coffee maker at Xcaret is weird - I could never get a reliably full or very good cup of coffee from it.
Restaurants - Xcaret is a step-up in quality, in many cases equivalent to what you would expect at a nice restaurant. But Iberostar quality was also good and more than adequate. The price difference to me would not be worth it just for food that is a little better. And actually there is quite a bit more variety at Iberostar. For example, they have an Italian restaurant, Greek, BBQ, and a 24-hour coffee/pastry place none of which they have at Xcaret. At Xcaret the standouts are the Mercado buffet and most especially, Las Cuevas. Room service is markedly superior at Xcaret - we ordered to our room many times. It is included at either resort, but I would typically give a 5 USD or 100 peso tip. I don’t know if that is what most people do. At either resort, there is a “dead zone” around 11-12 or 12-1 when many of the restaurants are closed.
Beach and water attractions - Iberostar has a smaller lazy river which is they type I prefer, with inner tubes and a current that takes you around. Xcaret's is very long and does not really flow so you just have to swim in the cold water with one of their provided life jackets. We took a pass on that. Iberostar has a sandy beach, Xcaret's is rocky and no swimming. However, Xcaret does have a couple of man-made beach areas next to the lazy river. Both have multiple, nice pools. Iberostar has more for the kids such as the wave pool and slides. Overall, Iberostar gets the nod. This section brings up one of my biggest gripes with both. Pools close early, I think at 8 p.m. Could they not have at least one of the pools stay open later, such as 9 or 10? The evening is the time to finally get a reprieve from the sun and heat - there is just a short window to enjoy the best time of day in the pool, and this involves some juggling of dinner plans. And, the poolside bars start to shut down at Xcaret even before the pools do. I know it is vacation mode, but many of us would prefer to do our drinking at sunset or at least after 5, rather than all during the day.
Other recreation - Iberostar has golf (not included) and tennis on site. Both have good fitness centers.
Layout - both are very spread out, and you must be prepared to do a lot of walking. Iberostar has golf carts you can sometimes hop on. Xcaret has a more confusing layout I found - the walk to Las Cuevas has many branches and turns, and we did get slightly lost a couple of times. The signage could benefit from marked improvement. The grounds of Xcaret are more lush and beautiful, meticulously tended.
Theater performances - Iberostar had a free, beach fire show which was fun for everybody. We did not attend the theater show which costs extra. Xcaret has a dinner theater program which was very fine - a really well-executed, proud display of Mexican culture including an all-female mariachi band and many talented musicians and dancers. I was impressed with the woman who doubled on fiddle and clarinet. The food part of the experience to me was not up to the quality of the other restaurants - a really nice ceviche or crudo, an odd sort of appetizer which was only a few bites, an overcooked surf and turf, and a chocolate lava cake.
Kids clubs - very different at the two. Iberostar has a very large Star club program, as I recall it did not get overbooked but there was a significant queue in the morning for it. What I did not like about Star club is that almost all activities were out in the full heat of the sun, so we slathered on sunscreen and hoped for the best but the girls did look pretty withered/exhausted after a few hours. Xcaret has a small kids' club with maximum of 10. There was no queue in the morning, but if we showed up mid-day often there were no slots. Almost all of the activities are air-conditioned such as arts/crafts. Our girls liked the Xcaret kids club better.
Billards/games, etc - I would have liked more choices at either such as darts, etc. The Iberostar pool tables are shaded, outside. Xcaret has an air-conditioned (Xipaal??) club with pool, table tennis, air hocket, and a foam jump zone. For rainy days it is nice to have some options - like, it would be nice to have more puzzles/boardgames for check out.
Overall impression, Xcaret was a bit nicer and more upscale and we liked the way the kids' club is formatted better. However, it was quite a bit more expensive and I am not sure that was worth it as compared to paying a la carte for our airport transfers and to go a couple of times to Xcaret theme parks during the vacation.
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Date of stay: January 2024
Value
Location
Service
Trip type: Traveled with family
Room Tip:Best bites: almond croissant at Mercado buffet, and smoked brisket at Las Cuevas.
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Response from Hotel Xcaret, Atención al huésped/Recepción at Hotel Xcaret México
Responded Feb 10, 2024
Dear krepki, Thank you for allowing us to be part of your days at the Mexican Caribbean. We are pleased to know that your recent experience at Hotel Xcaret Mexico was full of color, smiles and unforgettable memories. Thank you for sharing your valuable comments with future travelers around the world Once again. we thank you from the bottom of our hearts for putting in words all the unforgettable memories we created together. We hope you will come back to this destination soon, confident in the fact that we will provide you once again with experiences that will last a lifetime. Sincerely, Guest Service Management Hotel Xcaret México
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This is a nice resort in an excellent location, the all inclusive package allows you unlimited access to all the parks in the Xcaret company. We stayed at the resort in the adults only section called the Case Fuego , the room was very nice with a view of the river and waterfall, The room was cleaned twice a day and mini bar stocked each day. There was a rooftop swimming pool and restaurant which was reserved for Casa guests only, great 5 star food in the restaurant , great service and never busy, the pool was nice on the rooftop but with limited sun beds we often went up there and ended coming straight down as all full , not good for all the money we had paid . All the restaurants were ok , we did like the Cave restaurant and went twice , the buffet restaurant was a big let down and i would give it 5 out of 10 at best, pizza station with no pizzas , when they were made just went instantly so a lot of waiting , to be honest a lot of queuing to get some food , not a 5 star experience . The staff are brilliant , cannot do enough for you , our 2 butlers Nidia and Sara were fantastic . The all inclusive package to the parks cannot be bettered , busses to the resorts every 30 mins and all included in the price , we stayed for 13 days and we would of spent about 2000 dollars on admissions if we had of paid . We were approached a couple of times about joining the holiday club but they were not too pushy and left us alone eventually to enjoy our holiday in peace . To sum it all up this was a nice holiday , really enjoyed the parks , the hotel is huge and soon to get even bigger , food apart from Casa restaurant could be a lot better but if you take away the parks package i personally think there are a lot better hotels for a lot less money . Would i go again , No but they do say Never say Never .
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Date of stay: March 2020
Cleanliness
Service
Sleep Quality
Room Tip:Higher floors could give you a view of building site apart from ocean front
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel_Xcaret_Mexico, Director General at Hotel Xcaret México
Responded Mar 22, 2020
Dear Andrew W, We appreciate the time you invested in sharing your kind comments about your stay at Hotel Xcaret México, this kind of honest feedback helps us to verify all of those areas of improvement we may have to guarantee the comfort and enjoyment of each one of our guests during their holidays with us! Thank you for praising up the great work of our team such as Nidia and Sara, you can be sure that if your grant us again the opportunity to host your holidays, we will bend over backward to make you feel like home, and pamper you in all the possible ways. Our kindest regards, Jorge Ducoing Managing Director Hotel Xcaret México
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This place is amazing. If you want things to do there is plenty here. You get access to the activities at the Hotel like kayaking, paddle boarding, swimming the beach etc plus you get access to several Adventure parks. We went to Xcaret Park and Xplor Park, we would have went to more but there was just so much to do we ran out of time. You can get to the Parks right near the resort using the shuttle bus every 20 minutes. The parks farther away you need to reserve the bus ride there but it is still a free ride and admission. The resort itself has a kids pool and several kids/adult pools and one adult only pool. There is a good variety of restaurants, there is a very good variety of food available in the buffets, everything from North American foods to Mexican, Sushi, Italian with lots of variety and salad and fruit options. They have an inland water area which is great for the windy days you can still be basically at the beach but sheltered from the wind and able to make use of the paddle boards and kayaks and you can swim in the inland water area as well. It is a large resort and the way the building are positioned at angles it takes a while to get your bearings but that said anytime we were lost you could ask any staff and they were more than happy to show you the way. The resort is very well maintained, you could see maintenance staff always cleaning pools, walkways, gardens etc. to keep the resort looking its best. You get a wrist band that is your room key but you can also link your credit card to it to use for gift shop purchases and for use at any of the Xcaret parks for purchases so it means you don't have to carry cash or a credit card with you. Also throughout the Resort and parks there are tap points that you tap your wrist band against and it will take a picture. Those pictures are automatically fed to your room TV and you can see the pictures almost immediately after you take them, a really neat feature. I was down with our whole family and we had 4 rooms. When we arrived we said we weren't buying the photo package and after a couple of days of seeing our pictures on the TV we all bought the photo package. Once you buy it they just give you a download code and website to download the picture from. Really liked this place and are planning to come back.
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Date of stay: February 2020
Rooms
Service
Sleep Quality
Room Tip:We had the basic garden room. They don't have much of a view. If you want a view then pick a...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel_Xcaret_Mexico, Director General at Hotel Xcaret México
Responded Feb 11, 2020
Dear Lorne S, On behalf of our entire team here at Hotel Xcaret México, we would like to thank you for the time you kindly invested in sharing your experience at Hotel Xcaret México. We are happy to read you enjoyed truly of the gastronomy along with all of the amenities that were available for you during your holidays with us. Thank you for highlighting the tirelessly work our maintenance team does in order to have everything functional and operative; it is such a reason for pride to read your overall experience was pleasant and we hope to see you once again very soon! Best Regards, Jorge Ducoing Managing Director Hotel Xcaret México
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Having been to many resorts in Mexico and the Caribbean, I can say with certainty that Hotel Xcaret is in a class of its own. From start to finish our 7-day stay was an outstanding experience and can't recommend it enough. There's something for everyone: couples, families, seniors, friends, whoever, you will love it! Our room (garden view, Viento 4607) was wonderfully designed. There were so many thoughtful touches from the light switch system (various settings for different times of day), USB charges on both sides of the bed, beautiful tiled shower, and a great balcony with hammocks. Everything just seemed so thoughtful and well curated for guests to do nothing but relax and enjoy. The food was exceptional, particularly for an all-inclusive resort. We tried all the a la carte restaurants and would recommend Las Cuevas (located inside a cave) for a truly unforgettable experience and ambiance. We enjoyed the buffet, set up as a market, very much and ate there at least once a day. Even the room service was wonderful and quick. The service at the pools and lagoons for drinks was always friendly and consistent. It was never long before a server would come along and offer drink service. We went to three parks included with the resort: Xenses, Xcaret, and Xplor Fuego. All were excellent and would also highly recommend. There is easy transportation right from the hotel so you can go for just a few hours, or a whole day. Overall, we can't say enough about this wonderful resort.
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Date of stay: January 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Hotel_Xcaret_Mexico, Director General at Hotel Xcaret México
Responded Jan 23, 2020
Dear Julia W, It is very encouraging to read that the “all fun inclusive” truly made your holidays something unforgettable; we take pride in customer service and reading that we went beyond your expectations makes us happy and encourages us to keep up the hard-good work. Thank you for highlighting all the aspects that contributed to a great holiday; our entire staff will be thrilled to read you all had a great time and delighted yourself with all the exquisite options from the buffet and the other restaurants. We will forward your positive comments to the Parks and our entire team. Looking forward to welcoming you back! Best Regards Jorge Ducoing Managing Director Hotel Xcaret México
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Upon arrival we were greeted by wonderful staff and an amazing aroma! (Essential oils). They accommodated us with our room requests. Everything promised on their website was delivered, slippers, shampoo, ect.There are so many beautiful details ! Everything to the smallest detail was taken care of so we were able to enjoy our vacation in a beautiful calm atmosphere! Never had to worry about towels, beach chairs. The room was very clean and super comfortable with duvet, a lot of special details, turn down with gift each night, lots of bottle water,(bring your own water bottle for refills as room water bottles are glass. They sell water in a nice slim thermos size at the Xcaret park for $7us) beer, snacks etc! Kids have their own area. We felt we were in adults only resort we booked Gardenview rooms. There are so many things to explore on the resort. Swimming in open cenotes was awesome at the resort! Drinks are premium Grand Marnier!. Food is good, lots of fresh fruits , even poolside all day. We did Xcaret : A must see ! amazing massage! ,Xplore: I am in my 60 and had never done zip-line before, so much FUN! Lots on steps to go up, so you need to be in shape a lit bit, Chichen Itza: OMG, they give you a nice breakfast sandwich lunch box, Corona beer, umbrella, earphone for listening to the guide, very nice tour, xoximilico: fun tour with dinner, taquilla ,beer. And.pop..lol. The resort is so well organized that you can pack lots of activities but still enjoy the calm spa like resort. Ah yes and we did the spa circuit $40us...well worth it...we were able to use the facility in the morning and again early evening. As far as entertainment, we didn’t see much but maybe because we didn’t check the activity schedule ..But we were happy going to supper and enjoying each other’s company in beautiful surroundings! THANK YOU HOTEL XCARET! One last tip, book your restaurants reservations and tours on line about 4 weeks prior departure. Carlos 🙏🏼
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Date of stay: January 2020
Value
Location
Service
Room Tip:We were building 4, floor 2, gardenview. Very private patio with hammock, chair and a third ares...
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Response from Hotel_Xcaret_Mexico, Director General at Hotel Xcaret México
Responded Feb 3, 2020
Dear Charlie V, Thank you and thank you once again! Such detailed feedback implied time and long meditation to highlight all of those aspects that made your stay something remarkable and it is for this reason that we cannot just take your positive review for granted but truly appreciate your kind efforts. By knowing you actually enjoyed our All Fun Inclusive makes us feel very happy, also, we wanted to thank you all the recommendations you are making in your review for our upcoming travelers. Hopefully, this is just the start of a beautiful journey together and we will be thrilled to host you every time you wish to come back. Sincerely, Jorge Ducoing Managing Director Hotel Xcaret México
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I've spend a week at this resort an I don't regret it at all. The staff is really nice and you can see that they really care about your experience. Our room was awesome, they cleaned it twice a day and we also had daily snack like candy, nuts, chips and nutritional bar in the room! We only had time to eat at one "a la carte" restaurant it was the steak house and it was delicious, be ready to eat a lot! All the buffet place were good but we preferred the chibali restaurant food there was good but the main reason we were going there was to stop at the chibali bar. Ismael is really a good barman, he was the one who make the best drink also he was always happy to make us try new cocktail, new shots who were really cool to look at and taste! To be honest we were waiting for him to start his shift to go get a drink. You will see him there between 3-11, don't miss him! Now lets talk about the all fun inclusive thing. It's magic! The bus were cleen, on time with really good driver an guide with them who gave us all the tips we need to know on the way from the resort to the parks. You can go to xplore, xsense and xcaret park on a bike or you can take the bus. You can even eat as much as you want at hel-ha park, xavage and xenote, food is really good too! It's absolutely something you need to do with the family, it's like disney plus all the advantage of an all inclusive resort. I would recomend this resort to anyone who want to do the park you will have a blast!
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Date of stay: February 2020Trip type: Traveled with friends
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Response from Hotel_Xcaret_Mexico, Director General at Hotel Xcaret México
Responded Feb 21, 2020
Dear Matmcl, It is so refreshing to read your positive comments about your stay at Hotel Xcaret México. We appreciate the effort you put in sharing what great experience you had during your holidays and how the gastronomy, our bars and the attentive service provided by our entire team included Ismael contributed to the success of your holidays. We look forward to seeing you once again very soon! Best Regards, Jorge Ducoing Managing Director Hotel Xcaret México
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This was our second time to this amazing hotel staying the last week of Jan 2020. My family was treated superbly by all staff. The customer service is amazing. We stayed on the ground floor of casa espiral close to the main pool which we found to be a very convenient location. The room was great with no issues. We tried several restaurants our favourites being Mercado the main buffet, Chibali by the kids pool and Las Cuevas. We found no issues with the pool temperatures however the kids pool was warmer. The beach temp was amazing with just mild seaweed which the workers cleaned every morning. We had an amazing full day tour at Xenotes and also enjoyed Xplorer Fuego and Xsenses. We will definitely be back for visit #3 or will anxiously await the opening of the new addition to the Xcaret family: Hotel Xcaret Arte next door. Thank you to all staff for making our trip memorable! 100% recommend!
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Date of stay: January 2020Trip type: Traveled with family
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Response from Hotel_Xcaret_Mexico, Director General at Hotel Xcaret México
Responded Feb 15, 2020
Dear S2007, Thank you for taking your precious time to share your positive feedback regarding your recent stay with us; it is very comforting to read that you enjoyed all the services, facilities and the warmth of our team. There are no enough words to describe how happy we are by reading that you have chosen to visit us for a second time, this speaks highly of all the team and we would love to have you back soon. We really appreciate the kind words you have shared with us and the world by recommending the services and experience you had while you were here with us during your holidays. We focus on the best customer service and making all our guests feel like family and at home. Looking forward to welcoming you back very soon! Best regards, Jorge Ducoing Managing Director Hotel Xcaret México
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Hotel Xcaret Mexico is the definition of pampering in Playa del Carmen and the Riviera Maya. They make you feel pampered to the point that you forget how much you paid. It is a great deal when you consider the quality of the service, staff, food and that it includes all Xcaret parks and transportation to and from the airport.
For my dad's birthday we went to el Mercado de la Merced for breakfast and to Chibali for dinner. The staff at el Mercado made my dad's birthday morning special (they sang happy birthday and brought two small cakes). Ruben the bread guy was great. At Chibali Armando and Cristel took care of us and had the staff sing happy birthday and also brought a cake. Armando and Cristel help make dinner very special.
Hotel Xcaret Mexico made you feel safe in every aspect. When it comes to COVID-19, they made sure that once you got off of the transportation you felt safe and that they have high standards. The staff offers you a welcome gift that includeds hand sanitizers and a face mask, meanwhile other staff members are taking your temperature and sanitizing your luggage.
If you want to feel pampered and spoiled stay at this hotel.
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Date of stay: November 2020
Location
Cleanliness
Service
Room Tip:great views, food and staff
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Jorge Ducoing, Director General at Hotel Xcaret México
Responded Nov 23, 2020
Dear Erica K, We would like to thank you for sharing your such a kind review from your experience at Hotel Xcaret Mexico. Guests' security is our top priority, main goal to exceed your expectations; and our best reward is to have our guests depart with everlasting memories from their stay. Thank you so much for letting us be part for such an important celebration like your father’s birthday, know that many workers were part of endearing moments fills us with satisfaction and pride. We truly be enchanted to host you and your beautiful family again, here at your mexican home! Jorge Ducoing Managing Director Hotel Xcaret México
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Visiting Xcaret Hotel for the first time during the Covid situation. I came here because they are the one hotel that offered access to Mayan ruins as part of their property.
The hotel is all inclusive, which covers most food and drinks, park entries and transportation, including too and from the airport.
I believe they are listed as a 4 or 5 star resort. The property is immense, plenty to do and plenty to see. The landscaping is lush, the various pools are a delight, and the beach and cenotes are beautiful. On these fronts they live up to their expectations.
Another positive is the staff. Everyone is friendly. No one expects a tip. And there appeared to be 2 or 3 staff members for every guest. I never had an issue getting a drink, an order, or a question answered.
My room was upgraded without asking, and the view was nice, the room big and comfortable, and included a Jacuzzi bath, a bath on the balcony and a steam shower.
Ok, so what can be improved?
1. house keeping had some shortcomings. The soaps, water, soft drinks and other items were not refilled on a daily basis. 2. Room Service was good but we waited an average of 40 mins, sometimes more than an hour. 3. Shower temps were unpredictable, one minute hot, one minute cold, horrible for trying to take a relaxing shower after a long day. 4. No bidet in the toilet. Anyone who is used to a bidet knows its hard to live without, and a 5 start hotel should have them.
And the parks? Well they were nice if you're into water based activities, if not, you're out of luck. Also, the best things offered at the parks were often for an extra fee, and not part of all inclusive.
Would I stay here again?
Yes, if the price was right. But was it worth 600 a night? No. not quite. I put the price point at about 300-400 USD at the most for what you get.
Still, it's one of the great escapes during Covid, and for that, they should be congratulated.
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Date of stay: August 2020
Rooms
Cleanliness
Service
Trip type: Traveled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Jorge Ducoing, Director General at Hotel Xcaret México
Responded Aug 23, 2020
Dear kyushin, Thank you for taking the time to share your kind feedback regarding your stay at Hotel Xcaret México; we do appreciate all of the comments we receive from our guests as it helps us to evaluate the quality of our services and keep improving every single day. Thank you for your timely suggestions, you can be sure that it will not fall into deaf ears. We kindly invite you to come back in the future and you can be sure that we will get out our way to make your holidays something remarkable and worth sharing. Our kindest regards, Jorge Ducoing Managing Director Hotel Xcaret México
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This property is very tranquil and relaxing which was shocking considering it wasn't adults only. The grotto'ish beach area is so peaceful and relaxing with several areas to layout, enjoy the water or snap an amazing photo. The spa was so beautifully designed, one of the best I have visited in my travels. OMG I was so shocked when I was in the gym and needed to use the restroom... lets just say they make it very relaxing and you may just sit in there and enjoy the water feature lol.
COVID health protocol was pretty thorough and they were constantly cleaning and sanitizing the property. Staff members walked around with signs reminding everyone to wear their mask. The ONLY complaint I have as it relates to cleanliness is they really need someone on constant elevator duty. The musty mildew smell in every elevator I entered was overwhelming. You can schedule a COVID test or just walkup. They start at 7am so if you don't have an appointment if you go early there wont really be a wait. We went at about 9:30 there were about 10 people ahead of us and we were finished within 45 mins. Results will be emailed to you by 7pm that evening.
Food was plentiful and what I expected from an all inclusive property. My favorite meals were my reservations for teppanyaki table at Xin Goa and Xpiral brunch... the brunch was worth the additional cost.
Tours/Parks: Xoximilco is a fun time if you have a fun group on your boat. Eat before you go because the meal was not appetizing and there was tons of tequila. Don't book an excursion that requires an early pickup the next day if you enjoy having fun and party because it is a very late night full of tequila shots. Amphibious vehicles at Xplor were fun! Xenotes was fun but I cut the excursion short because I was on the fun boat the night before at Xoximilco lol.
Issues/cincerns/complaints Concierge who? I have no clue who my concierge was. Other complaint was that the night before one of our excursion someone at reception called our room trying to force us to cancel our reservation that we had booked a month in advance. We repeatedly advised that we were't going to cancel and then she stopped hounding us about it. Room had a musty/mildew smell when we checked in but we contacted the front desk and they immediately sent someone up to address it. We were missing our hammock and we called and they had someone bring it up. So I can say anytime we brought something to their attention they did address it promptly.
Overall it is a really nice property and most will enjoy. I will revisit once they open the adults only resort.
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Date of stay: April 2021
Value
Rooms
Service
Room Tip:Aqua Suite has amazing tranquil view of the spa on lower level and view of the entire property on...
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Response from Director General, General Manager at Hotel Xcaret México
Responded Apr 15, 2021
Dear Valerdictorian, Thank you for taking the time to comprehensively review your recent stay here at Hotel Xcaret México, it´s always very rewarding when we get guest feedback so positive such as yours and more important when areas of opportunity to improve are also mentioned, we strive to deliver the perfect getaway destination and this will be possible only with constructive reviews such as yours. We are pleased to learn that you found your accommodations well-appointed, comfortable and relaxing. We understand that traveling in the midst of the uncertainty that the pandemic has left us all with might be quite different from our old way of vacationing, however, our team has worked diligently to provide a safe experience for everyone who visits the resort, not only through our Xecurity 360° new standards but also by constantly monitoring that guests are adhering to the general recommendations such as wearing masks and respecting the social distancing protocols indicated in all our venues. The aforementioned is a very extensive effort, and we are very glad to read that your experience in this regard was so positive. Having the most emblematic parks included in your All Fun Inclusive plan is just another great reason to return to this paradise. We will be delighted to have you back anytime so you can continue to enjoy the best of Mexico, meanwhile, we will be diligently working with the information you shared with us designing a few more filters in order to make sure that the service provided by our concierge team does make a positive difference in your visit and to make sure all our suites are pristine and flawless. Thank you again for your trust and your time. Sincerely, Hotel Management Hotel Xcaret México
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
$795 - $989 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
900
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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