Hotel Xcaret – Coupons, Promo Codes & Special Offers (0)

We have been to Xcaret resort about 6 times now. It is incredibly beautiful and a picture perfect resort. We purchased a fractional ownership package and actually upgraded it to Gold a year later. This was a costly purchase but we were in love with Xcaret and could see ourselves returning often. The hotel had only been open less than a year when we went. The recent shooting at the hotel left us speechless and saddened. We had been there only a month before it happened with our son and his family. The issue I have with the resort is multi-layered. From the beginning it was hard to make reservations. Then everyone got caught up in all the Covid crap and we had two weeks that had to be postponed for months. This got confusing and we barely made them happen. When we were finally able to go we got stuck in hurricane Delta and had to sleep in a huge conference room with 600 other people. My anxiety was off the charts. It was also a 'dry' night which didn't help. The government shut down all sales of alcohol. They told us not to bring anything with us when we got put into the conference room and my medication was back in our hotel room!!!! After literally sealing us into the conference room (I get it...it was for our safety) we were divied out blankets and a couple pillows. FOR A CONCRETE FLOOR!!!! Some people got large cushions but it was first come first serve. The older people or disabled people just got what they got. The food was good but didn't help to solve people's anxiety. Thank God there no one went postal since we were all locked in there together!! We had no communication from our concierge and didn't even know what was going on until we started asking questions. (I have to note here that of ALL the times we've been only 1 concierge has been worth anything and been helpful.) I'm so glad we didn't have our disabled daughter with us this time!!! That's a story for another review:) Towards the end of 2021 we were approached with an email that looked to be from Hotel Xcaret (now I'm not so sure it was them but who knows) about 3 different promotional packages they were offering called a "FLY & BUY". They were for 2, 4, or 8 "FREE FUN WEEKS". We figured the small 2 week package would be nice and started the process. Then we found out that the only way we could "take advantage" of the offer was through a bank transfer. I told them I'd always used a credit card and never had an issue in the past. They acted like they wanted to help and so provided me with a way to pay online through Marcado Pago. I tried but it wouldn't let me complete the transaction. I tried a few times and then gave up. Later I found out that PayPal had allowed Marcado Pago to automatically put me on a renewal for payment. Unbeknownst to me things started bouncing in my account and PayPal starts telling me I owe them money for a transaction. This transaction!! I was floored!! I then found out about the fees my bank had charged me for each time the transaction failed ($25 A POP). I was able to find out about the auto draft put on Marcado and reverse it as well as contest the monies on PayPal. I was able to send PayPal the emails I was sent and let them know I never received anything from the hotel even after it was paid by PayPal (unauthorized). PayPal reviewed the evidence and found it to be in my favor. My money was refunded and all's fine now (Thank God for PayPal securities!) We are still not sure if this actually came from Hotel Xcaret or not, or from the Mexico Destination Club who we have the membership with. Either way, it's very shady and a shockingly shoddy way of doing business. We don't know if we can ever trust them again and their track record isn't great. Thankfully there are a lot of other resorts out there to choose from!

The best hotel experience ever. Such wonderfully friendly people in a beautiful setting. Food was amazing, parks are fun and the Spa - OMG. This place is just heavenly, a credit to the whole team who put this together and the lovely people who run it.

I'm sure the amenities at the resort are great, but that doesn't matter when they partner with fraudulent 3rd party booking sites like prestigia.com. We were scheduled to travel from NYC March 21-25, 2020 in the height of the covid-19 pandemic. We couldn't make the reservation because the US-Mexico border had closed and we were in mandatory lockdown in NYC, as it's currently the global epicenter of the pandemic. The hotel had already closed most of its parks by March 21 and by March 23 they weren't accepting new guests at the hotel due to the pandemic. And STILL neither Prestigia.com nor Hotel Xcaret will allow us to reschedule our $3,000 booking. Hotel Xcaret keeps saying they can't talk to me directly or allow the modification, that it has to go through Prestigia, but give me a break. They are the hotel. They can make this right by allowing us a refund or allowing us to reschedule and the fact that they won't is evidence of how little customer service matters to them.