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Reviewed 2 weeks ago via mobile

I can not say enough great things about Hotel Xcaret Mexico and the amazing staff. From the time we arrived at the airport the team was great. Each step of the way we had clear explanation of services offered and Covid precautions in place. Upon arrival we were greeted and welcomed as family. We stayed in Casa Fuego which is adult only. Our concierges at Casa Fuego Stephanie & Kiyoshi went above and beyond in making our stay both enjoyable but zero stress. Anything we needed they were only a text or call away, and had whatever we needed taken care of in no time. The property, amenities, food, drink and creature comforts are hands down the best around. I can hardly wait to visit again!!!

Date of stay: February 2021
Trip type: Travelled as a couple
Thank Cbbrantley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dir HXM, Propietario at Hotel Xcaret Mexico, responded to this reviewResponded 2 weeks ago

Dear Cbbrantley,

It is with great pleasure that we read your recent getaway at Hotel Xcaret México was absolutely great! Choosing Casa Fuego was definitely a great choice to experience an exquisite luxury stay, enhanced by the personalized service from our butlers. Rest assured Stephanie and Kiyoshi will be recognized for making your vacation extra special!

We look forward to the opportunity to provide you with another stress-free retreat; please do not hesitate to contact us when you decide to come back as it will be our privilege to assist you with all the arrangements needed for your return.

Warmly,

Hotel Management
Hotel Xcaret México

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Reviewed 2 weeks ago

The first we wanted to go to was the Xcenotes park, unfortunately here we had an unpleasant surprise because the lady who let people on the bus named Valerina was extremely rude and insolent, she said that we cannot go because one of our children is too young, I told her that I agreed it with the concierge and he said that there is no problem because it is enough that one of the parents will look after him and will not use some of the attractions. The lady did not want to listen to me, I asked her supervisor to call me, after arriving he apologized to me for the situation and we agreed that my wife and the youngest son would stay and I would go to the park with the rest of the children. Unfortunately, after this gentleman's departure, a girl named Valerina realized that I was not nice and she does not allow me to go to Xcenotes Park and I can go to Xelha. Luckily, the trip in Xelha Park was very successful, although swimming with dolphins for $ 100 per person is a habit to stand in the water and watch what the dolphins do plus stroking, but you can forget about swimming with the dolphin. Besides, the park is very nice with lots of attractions.
The number one, however, turned out to be Xcenotes park, which we managed to go to the next day, zip lines and jumping into the water gave us a lot of fun. Xplor is an equally nice park, here also super zip lines and a car ride. Although the largest park xcaret is by far the most boring and without any special attractions.

Date of stay: January 2021
Thank Adrian H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dir HXM, Propietario at Hotel Xcaret Mexico, responded to this reviewResponded 2 weeks ago

Dear Adrian H,

We appreciate the time you have invested in sharing your experience from your recent visit to Hotel Xcaret México. We feel, however, puzzled by some of your impressions on our services as it is not precisely clear where the mishaps of your experience took place. For the Xenotes park, we do have restrictions for children under 6 years old as some of the activities are not adequate for them; we are truly sorry if this caused you any inconveniences, however the integrity and safety of our guests is of the utmost importance.

We regret to know as well you were not satisfied with the price for swimming with the dolphins; as part of the extra activities that our beloved guests can acquire to enhance their visit to our parks, we offer this and other interesting services that are normally highly praised, as it is a unique experience from start to finish. On the other hand, we appreciate your kind comments on the activites you were able to enjoy at Xenotes and Xplor.

We hope to have the opportunity to receive you again soon. Should you decide to come back to this destination, please do not hesitate to contact us through this media, as we will be delighted to arrange every detail of your stay with us, to ensure you take the best of Mexico with you.

Respectfully,

Hotel Management
Hotel Xcaret México

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Reviewed 2 weeks ago

Im gonna start with the service, every single employee works soo hard to make sure you get the best service they go above and beyond to make you feel at home,and we did every single person was extra friendly, drinks were good food was amazing housekeeping blew my mind with how well they cleaned my room every day the hotel itself was clean, new, and modern there is so much to do with the all fun inclusive we went to the parks we had so much fun in all of them again in every park every one was super friendly and helpful and the drinks and food were amazing as well, tour guides were super fun im sure im forgetting to mention alot of good things, I recommend this hotel to anyone visiting cancun I will never stay at another hotel when I come, in love with hotel xcaret mexico!❤

Date of stay: February 2021
Trip type: Travelled as a couple
Thank Timmy_121212
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dir HXM, Propietario at Hotel Xcaret Mexico, responded to this reviewResponded 2 weeks ago

Dear Timmy_121212,

What a delightful review to read! We appreciate the time you have invested in sharing such thoughtful words not only on our breath-taking grounds but also on the top-notch service you were able to experience whilst staying at Hotel Xcaret México. Your kind words will definitely not go unnoticed!

It's great to know as well all of our inclusions and activities from our emblematic All Fun Inclusive plan made your trip extra special. There is a lot yet to be discovered and there will always be a new adventure waiting for your return!

Best regards,

Hotel Management
Hotel Xcaret México


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Reviewed 2 weeks ago via mobile

Great trip. We stayed in adults only and had to Butler’s that were more than helpful.Rolando Dichi and Jesus Arcarraga we amazing and did everything we asked. Rolando even responded to my message while he was off and arranged for my bags to one picked up. Thanks for making our trip great!

Date of stay: February 2021
Trip type: Travelled as a couple
Thank jamessU9968FH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dir HXM, Propietario at Hotel Xcaret Mexico, responded to this reviewResponded 2 weeks ago

Dear jamessU9968FH,

We are encouraged to offer unforgettable experiences and our team works diligently to communicate our brand through a unique and warm service, with the commitment that all our guests take the best of México deep in their hearts. It is for that reason that we are absolutely delighted to read the attention and care from your butlers Rolando & Jesús made such a great impression on your stay.

Rest assured that we remain at your entire service and disposal, should you want to come back to our resort please do not hesitate to contact us, ascertain that we would be thrilled to cater to your every need once again.

Warmly,

Hotel Management
Hotel Xcaret México

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Reviewed 3 weeks ago via mobile

Stayed at Fuego. Well worth the upgrade. TOMMY (Italian) who checked us in was amazing ! Our butler Rolando was great... pool is amazing... facility are amazing... parks are a ton of fun... we loved our time here

Date of stay: January 2021
Trip type: Travelled as a couple
Thank forrest s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dir HXM, Propietario at Hotel Xcaret Mexico, responded to this reviewResponded 2 weeks ago

Dear forrest s,

We are glad to know you decided to upgrade your room accommodation to our exclusive Casa Fuego experience, and that the services provided by Tommy and Rolando made such a great impression on the enjoyment of your luxury retreat.

We appreciate your kind feedback and look forward to the opportunity to be your hosts on a second occasion; it will be our pleasure to serve you.

Warm regards,

Hotel Management
Hotel Xcaret México

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