This is our third stay at Xcaret. The first two stays in 2019 and 2021 were lovely. This time was a mess.
We were placed in Phase 2 of the resort despite never requesting it. We didn't even know there was a Phase 2 . The website and app have no information on it. It's basically doubled their capacity, but they are not ready for double the service needs.
Check-in took over an hour, and we had to insist on being helped by available agents on the “check-out” side. Checkout also took an hour, during which we were charged a no-show fee for a Teatro del Rio reservation we never made.
Regarding experiences, I submitted the request form five weeks prior to arrival with no acknowledgment or follow-up from the hotel. I emailed and called multiple times with no response until someone in reservations finally forwarded my call. I called reservations because I knew someone would answer. At that point, I was told I was too late to make reservations (I wasn't too late, they just never handled my request sent five weeks earlier)—yet I was still charged for Teatro del Rio. It took 30 minutes to resolve that, and we nearly missed our airport transfer as a result. The insisted I prove we didn't make the reservation. I had to dig through all my emails to show them their team had been unresponsive.
It’s clear that Phase 2 is not ready for guests. No department answers the phone. Room service took 2.5 hours, and I had to walk to the front desk (10 min walk) just to confirm they had received the order—who, in turn, couldn’t reach room service either. Housekeeping missed entire days, left us without towels or shower gel, and took 36 hours to deliver linens for the sofa bed. There was no replenishment of water or snacks unless I chased down someone with a cart in the hallways. I resorted to taking water and snacks from the gym or restaurant.
The biggest issue was the complete lack of responsiveness. No sense of urgency. For the rate we paid, we expected a far higher level of service. Frankly, I’ve received better service at hotels charging $200 a night. This experience was extremely disappointing—especially given our prior positive stays.
Our patio was unusable due to mosquito swarms. We asked at least a dozen times for help, and no one came. This outdoor space was a key part of what we paid for, yet we couldn’t enjoy it. My daughter had over 50 bites. I have 30.
The in-room Apple TV/streaming didn’t work. IT service eventually came, but the update took eight hours during which the TV was completely inoperable.
Signage throughout the property is poor, and Phase 2 is not represented on the hotel's website or app. There was no way to find basic information, and the concierge, front desk, and guest services were of no help. No management presence was felt anywhere.
This stay was a complete waste of money. I will not return, and I will advise others to avoid it as well. I’ve worked in the hotel industry for over 25 years for top luxury brands. I know what excellence looks like. The opening of Phase 2, the lack of marketing, and the utter failure in service delivery are unacceptable—especially at $1,500 per night.
