I've stayed twice at this hotel. I love everything about it. It's perfect in every way except for some very rigid rules they have with the deposit. I guess they want to avoid unhappy situations. But this is serious and you should read the bad part as well before booking.

The rigid rule did not allow me to leave cash as deposit ( they only offered to change to pesos - what could I do with pesis at the end of my vacation going to the airport), and they do not accept debit cards either. So they charged me 200 USD promising to pay it back on check-out. It's been 1 month and 1 week and I have not received my money back. The hotel no longer answers my emails requesting the proof of payment I could use with my bank. A hotel at the level of Xcaret Arte is ignoring a 2 time customer and the return of my deposit. So this is a big red flag for me. I no longer trust this hotel. Hope someone sees this and takes some actions. I'll tell everyone how I was ripped off by a luxury hotel.

clean, spacious room. beautiful beach.

We stayed 5 days and couldn't get to try the restaurant we want. There was additional charge per person for some restaurants which they shouldn't say "all inclusive" and it was almost impossible to book the Japanese restaurant for dinner, it was already fully booked for the whole week when we arrived there. we have very limited choice of place for dinner and ended up going to the same place for 3 days.

We stayed in casa de los artistas, which is the exclusive house they have. Of course you have to pay more. Nonetheless, the service they provided was excellent. We had access to exclusive restaurants in both hotels: hotel Xcaret arte and hotel Xcaret Mexico. They gave us an ocean front suite which was espectacular. We took beautiful fotos from our room. They assigned to us a mayordomos who were really helpful in different ways, they were very attentive to our needs.

They need to tell some of their staff regarding waiters to be more friendly with sincere personality not fake. I said this because there was one waiter in kibi kibi restaurant who at the beginning was all friendly and joyful but when I told him that I will bring a bottle of wine from my room rather than to buy one there, his attitude turned out very upset and the rest of the dinner was just getting increasingly worse. Out of respect to this waiter, I don’t mention his name here

The hotel was absolutely beautiful and unlike any other. The pools, river and beach are stunning. This was also the first all-inclusive where the food was top notch, tasting menus, even the room service dining. Would highly recommend for foodies. And all of the staff were fantastic and personable.

Unfortunately the concierge was not up to par in comparison to other five star resorts. It's possible due to hotel being too large or the staff being too young but all of our reservations were wrong or not completed when we showed up for fine dining. Also, we were celebrating a birthday but they set up surprise in room for anniversary which was odd. The only other note is the mixed drinks at the pool were pretty weak but not the end of the world as the liquor is top shelf.

It was so big and there were so many places to find privacy and relax. Bio and Las Cuevas were incredible.

Not enough wayfinding or stairs. You have to walk back and forth on multiple floors to get to where you need to go. There needs to be a better map or way finding system. I’d also like one Italian restaurant on the property. I’d stay twice as long if there were more food options that actually felt differently. Arenal and Cayuga were disappointing. The fresh fish did not taste fresh.

Loved the property and all the options on activities to do and regret not staying longer. Food was very good and parks lots of fun. I also wanted to call out a staff from Cinthia who was our tour guide in Xenotes and Najaida from rest CANTINA VI.AI.PI is wonderful.

Not all the staff are helpful and no one explains that you need to make reservations for some amenities and new because I read on the website and if I hadnt I probably would have not been able to attend since they are usually booked.

FOOD WAS AMAZING. HOTEL WAS ACCOMIDATING TRANSPORT TO AND FROM AIRPORT WAS ENJOYABLE

BOOKING.COM DID NOT COMMUNICATE WITH XCARAT ARTE HOTEL PRIOR TO MY STAY. 1. I WAS ASKED TO PAY THROUGH XCARAT ONLIN PORTAL AND WAS ONLY TOLD TWO DAYS BEFORE MY STAY. I WAS UNDER THE IMPRESSION THAT PAYMENT WAS WITH BOOKING.COM. 2. AFTER CALLING THE HOTEL REGARDING ITEM 1, I WAS INFORMED THAT THERE IS A "WISH LIST" FORM THAT I NEED TO FILL OUT PRIOR TO MY STAY THAT MAKES RESERVATIONS OF RESTURANTS AND ACTIVITIES AT THE XCARAT RESORT. SINCE I WAS UNAWARE OF THE FORM UNTIL LATE, WE WERE NOT ABLE TO GET THE RESERVATIONS TIMES THAT WE WANTED. 3. PLEASE MAKES SURE BUS TRANSPORT/PICKUP TO AND FROM CANCUN AIRPORT IS PROVIDED IN THE BOOKING.COM DETAILS.

We loved everything about our stay. We stayed in casa de la paz and we had the bonus of having free hydrotherapies if we wanted as part of our stay. The food was incredible, the highlight was Apapachoa, although is vegan it's top quality and the service was the best. You're never bored to know where to go, so many options of pools, roof top pools, water canals and beach. Having access to all the parks is always a big plus! our favourite was Xplor Fuego and Xochimilco. The room was sensational! we stayed 2 weeks for our honeymoon and the bed was so comfortable, we even tried the sauna in the bathroom! All in all, no complaints with the room. Staff was all super friendly, always willing to make your stay more fun and comfortable. In terms how we would rate the restaurants, most favourite were Apapachoa (rooftop delight), Encanta (degustation menu with view of the theatre), and Arenal (awesome lunch options), Mercado San Juan (lots of delicious food options, we loved sunday's brunch), Cayuco (we loved making our own seafood cocktails and ceviches), Chino Poblano (great asian and mexican mix of flavours), Cantina (great flavours). Best places for cocktails rooftop pool bar at casa la piramide and Arenal. We also went to HA in our last night and was worth every penny! very memorable and incredible food, definitely worthwhile to go.

The restaurant that we liked the least was TAH-XIDO. It was nice but out of all the restaurants that's the one that was the least impressive even though my most favourite food is japanese. Food service in the room wasn't as good as we hoped for, something they may need to improve on. Also we were disappointed that all pools close at 6:30pm when we noticed that at Xacaret mexico some children were still in pools much later than that when we went to eat at HA restaurant.

This place was amazing. The staff was very friendly and helpful. From when you arrive at the location until the bus dropped us off at the airport, the team was very attentive. The food was of high quality and very good! Same with the drinks. The rooms have everything you need. The hotel is very safe. It may seem price but when you calculate what you will spend in a five star hotel, transportation, food and activities you will see that's its totally worth it. We had the garden view room and we loved it then we moved to a river view room and it was also great! No matter the room you stay, your experience will be great! Highly recommended. Will definitely come back.

Everything was great. Next time will book in a less raining season. Even though the weather wasn't the best. Our stay was memorable.

Great comfortable bed, excellent staff, amazing facilities and location. Food was excellent, and an amazing selection for an all inclusive. Parks and tours available to guests were great.

Our major issue was that the soundproofing of the room was not great - we could hear the guests next door fairly easily, even with just low level conversation. We were also constantly woken up at 6am by banging and service trolleys above - which was really annoying. There was a lot of upselling - pressure to buy extra photo packages, room upgrades and the worst of all was the pressure to go to the time share presentation. Our toilet was also broken, but was quickly fixed when we contacted reception about our issue. Another minor issue is also that there was no squat rack in the gym.