Our group of 23 ladies spent over five months planning a stay at Hotel Xcaret Arte, expecting a smooth and memorable experience. Unfortunately, what we encountered was disorganized service, poor communication, and constant disappointments.
From the start, transportation was a mess. Despite providing arrival details well in advance, we waited over an hour for the shuttle after already waiting 45 minutes for luggage. The same lack of organization carried through the rest of our trip.
Dining was especially frustrating. At Chino Poblano, our group was split at different tables, and the pre-set menu offered only beef and pork, something I specifically requested to change months earlier to chicken and fish for our group. At Asian Teppanyaki, the waitress asked us to leave before we were even served dessert. At Encanta, our entire group was seated outside in 90 degree heat while the air conditioned indoor section remained mostly empty.
Basic customer service was consistently missing. Cafe staff ignored guests until you stare them down. Park transportation showed favoritism, asking us to wait aside while other large groups boarded first (despite us arriving earlier). At checkout, the front desk did not offer a single thank you, despite each of us paying close to $3,000. To make matters worse, the associate I had coordinated with for months, Ariadna, blocked me rather than addressing any of our concerns.
The property itself is beautiful, but the service and management are terrible. Staff were untrained, unhelpful, and dismissive. Requests were ignored or endlessly delayed. For the price, we expected professionalism, respect, and courtesy and instead left feeling unwelcome.
Until Hotel Xcaret Arte invests in better leadership, staff training, and genuine guest care, I cannot recommend this resort. Choose a place that values your time, your comfort, and your business because here, we were made to feel like none of it mattered.
Authorized Xcaret Travel Agent
