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.

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.

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

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.

The drinks and food and pools, rooms and service are awesome! Kibi kibi was good but expected more. Mercadito san miguel is the bomb! Way better, against all odds, the buffet topped the gourmet choice

Price is a bit steep. If you're planning on going to the parks maybe it's worth it... Concierge could be improved too. Not so clear help there. Also booking dinner restaurants in advance is a MAJOR urgent upgrade. We spent two nights and there were no options available when we got there. We got lucky to find ONE restaurant for us (of more than 6) on just one night. Were looking forward to Chino Poblano but the terrace was disabled so little space got filled quickly.

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.

What didn’t I like about the property is a better question. Everything from the staff, the food, the drinks the natural environment were just perfect. My girlfriend and I loved it so much we signed up to be members with their destination club and are already planning to go back in December! The staff goes out of their way to make you feel welcome and pampered! The specialty restaurants needed reservations but those are also included in the price. But for us, the buffet was #1! Such pretty decorations and so many options of food that it’s hard to choose what you want haha! Shoutout to the bartenders for making us non stop specialty cocktails and for having us turnt up hahaha! Can’t wait to go back and see our new friends Alan, Alicia, and Sarahi!!

The only thing I didn’t like about the property is that there is so much to see and do! It makes you feel like you barely scratched the surface of restaurants, hidden cays and beaches, adventure parks and other amenities. That was definitely our motivation to return and check out more the next time we are there!

Good rooftops and pools.

The hotel is quite similar to XCARET MÉXICO. However, the service is not the same. In my stay, the room was clean one once, the same with the mini bar (empty for 3 days). In 2 stays, I tried to book the Japanese restaurante in advance and it was not possible and so on. Needs a lot of improvements

Location is spectacular, all staff is great and all restaurants are top level. Service is really good from anyone in the staff.

The only detail is you have to walk to the edge of every 3 buildings to reach elevators or the stairs to go to the Lobby (5ft Floor) or the restaurants (3rd Floor) and if your room is somewhere else be prepared for long walks