We stayed at Hotel Xcaret from January 12–22, 2025, expecting the same exceptional experience we had on our last visit. Instead, we left deeply disappointed, disillusioned, and completely ignored by management. For a resort that positions itself in the luxury bracket, this stay was nothing short of unacceptable.
Construction Disrupted Our Holiday
For 8 out of our 10 days, the Octopus Pool—one of the key attractions—was rendered useless due to ongoing construction. Loud, persistent noise from building works shattered the peace we were hoping for. No prior warning was given, no apology offered, and no alternative arrangements made. At this price point, guests should not be subject to such disruption, and certainly not without being informed or compensated.
Unacceptable Room Conditions
Our room had multiple maintenance issues:
A minibar cupboard door that literally fell off, A broken and leaking handheld showerhead, Other persistent faults that added daily frustration.This isn’t just disappointing—it’s substandard for a hotel of this caliber.
Disturbing Camera/Bracelet Malfunctions
The bracelet-linked camera system, once a highlight of our stay, was erratic and at times intrusive:
Sometimes it failed to register photos at all, Other times it captured images we didn’t expect, Alarmingly, we were shown private photos of other guests.
This is not only a privacy violation but also a clear sign of poor technical oversight. Again, not what you expect from a luxury resort.
Total Silence from Hotel Management
I sent a formal complaint immediately after our stay and followed up several times via email. No response. No acknowledgment. No investigation. For a hotel that charges premium rates, this is appalling. At the very least, we expected a respectful reply and a meaningful resolution—whether a partial refund, credit for a future stay, or a genuine apology. Instead, we were met with indifference.
Final Thoughts
At this price point, none of these issues should have happened. But when they did, Hotel Xcaret had a duty to investigate and respond with care. They failed on both counts.
What was once a magical destination has now become a cautionary tale. We will not return—and if you value service, peace, and accountability, you may want to reconsider before booking.