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Carretera Chetumal-Puerto Juarez, Km 282, Playa del Carmen 77710 Mexico
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COVID-19 update: See the added health and safety measures this property is taking.Read more
152 people are viewing this hotel
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US$819
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Free cancellation until 02/09/21
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US$820
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Free cancellation until 02/09/21
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US$688
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What is Travellers’ Choice Best of the Best?
This award is our highest recognition and is presented annually to those businesses that are the Best of the Best on Tripadvisor, those that earn excellent reviews from travellers and are ranked in the top 1% of properties worldwide.
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Payments made by partners impact the order of prices displayed. Room types may vary.
Travel safe during COVID-19
Visit our Travel Safe hub to see how we're helping you make more informed travel decisions during COVID-19.
What you can expect during your stay
  • All linens sanitised in high-temperature wash
  • Face masks required for guests in public areas
  • Face masks required for staff in public areas
  • Floors marked for social distancing
  • Hand sanitiser available to guests & staff
  • Regularly sanitised high-traffic areas
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Updated 10/10/19 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
Updated 10/10/19 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#27 of 295 hotels in Playa del Carmen
Location
Cleanliness
Service
Value
2021 Travellers' Choice Best of the Best
Our All-Fun Inclusive® program transforms and outmatches the traditional All-Inclusive concept, as we offer unlimited access to our Parks: Xcaret, Xel-Ha, Xplor, Xplor Fuego, Xoximilco and Xenses, as well as deluxe tours to Xenotes and Xichen, with round-trip transportation included. Airport shuttle included.
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Room & Suite (892)892
Full view
Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness Centre with Gym / Workout Room
Free breakfast
Beach
Bicycle rental
Babysitting
Valet parking
Wifi
Hot bath
Lazy river
Pool / beach towels
Infinity pool
Rooftop pool
Pool with view
Adult pool
Outdoor pool
Private pool
Saltwater pool
Yoga classes
Fitness / spa changing rooms
Personal trainer
Sauna
Bar / lounge
Restaurant
Breakfast buffet
Breakfast in the room
Complimentary instant cofffee
Kid-friendly buffet
Kids' meals
Special diet menus
Swimup bar
Poolside bar
Rooftop bar
Bicycles available
Tennis court
Water park
Entertainment staff
Evening entertainment
Table tennis
Walking tours
Waterslide
Nightclub / DJ
Children's television networks
Indoor play area for children
Children Activities (Kid / Family Friendly)
Kids club
Kids pool
Highchairs available
Strollers
Free airport transportation
Free shuttle or taxi services
Airport transportation
Shuttle bus service
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Solarium
Rooftop terrace
24-hour security
Baggage storage
Chapel / shrine
Concierge
Convenience store
Currency exchange
Gift shop
Shops
Sun loungers / beach chairs
Sun umbrellas
ATM on site
Butler service
Doorperson
First aid kit
Infirmary
Umbrella
24-hour check-in
24-hour front desk
Express check-in / check-out
Private check-in / check-out
Dry cleaning
Laundry service
Ironing service
Shoeshine
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Room features
Allergy-free room
Soundproof rooms
Air conditioning
Private beach
Minibar
Cable / satellite TV
Extra long beds
Whirlpool bathtub
Bathrobes
Desk
Housekeeping
Interconnected rooms available
Private balcony
Room service
Safe
Seating area
Sofa
Telephone
VIP room facilities
Bottled water
Iron
Laptop safe
Private bathrooms
Wake-up service / alarm clock
Flatscreen TV
On-demand films
iPod docking station
Sofa bed
Complimentary toiletries
Hair dryer
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Room types
Ocean view
Bridal suite
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
Languages Spoken
English, French, Spanish, Italian and 1 more
7206Reviews1627Q+A100Room tips
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Popular mentions
mzdpendent wrote a review Today
Syracuse, New York105 contributions73 helpful votes
+1
So many positives and very few cons so I will start with the cons. Check in truly is awful and even though we arrived 30 minutes before check in time, we did not get in our rooms for two hours. Check out was just as bad and check the receipts because we made reservations and went on a tour but were billed a no show fee. It was immediately corrected when I pointed it out and showed receipts for purchases made at the park. 3-4 weeks before your arrival you need email guest services to make reservations for any restaurants. Private parties at the resort closed the closest pool two of the days and caused one of our reservations at a restaurant to be rebooked. The hotel should inform guests of these issues at check in. The picture package was worth it for my two daughters but other people cannot be in the pictures and if you are in multiple rooms it is expensive. For example, 4 people 4 parks 2 rooms upwards of $800. Had I known this I would’ve booked a larger room for the four of us. Each room was also charged a $201 deposit which did not get released for days until after we departed. Pros- it doesn’t matter where you eat the food is fabulous. The resort is amazing and my kids ranged from 16-25 all wanting to return. The beds are comfortable. The bathrooms and suites are amazing no matter what you choose. Everyone of the staff from cleaning to bartenders had the best customer service. The coffee in the room was the best I have ever had and I wish we could buy it. Someone send me a link. The spa was well worth every dime I spent and the treatment I got was one that is impossible to find in the US. Every guest was friendly and met some great people. The shop was unique and the prices were high but take the boat to xcaret and walk to the shops next door at Occidental. We experienced the boat ride and buses. It was worth the experience and would try it at least once. The COVID test was easy but schedule this the day you arrive and do not do this as a walk-in. You need your passport and the results will be in Spanish. The testing location is in the main hallway with the crocodiles. The resort is massive. We got lost and still did not see all of the resort. The casas connect on either the 3rd or 5th floors. Do not bring heels or wedges to the resort. There is natural rock and stone and even as someone who has years of experience walking in high heels I would not recommend it. We used water socks and it was a bad idea. But actual water shoes. 1) there is a lot of walking and you need the support walking on stone/rocks at the parks and 2) the stone/rocks got so hot that after day 2 the bottom of our water socks melted. Don’t do it! We are already trying to schedule our next trips as a group vacation. This vacation was worth every penny.
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Date of stay: June 2021Trip type: Travelled with family
Room Tip: Don’t buy picture packages in advance or tours of the parks, especially if you purchased multiple...
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Response from Director General, General Manager at Hotel Xcaret México
Responded today
Dear mzdpendent, Thank you for taking the time to review your stay with us last year. We are very happy to learn that you enjoyed your overall experience, also very thankful for all your feedback on the areas we need to improve upon, the specific concerns have been raised with the appropriate departments. From the creation of this amazing project, we were passionate about providing a natural haven for everyone to make their own, whether this would be in a cove, one of our inlets, or at some hidden spot on our Mayan Jungle, we know that future travelers from around the world will find your advice very useful. We are happy to read that there are indeed parts of the stay that had met your expectations and we hope that this does not deter you from returning for another luxurious stay in the future. Sincerely, Hotel Management Hotel Xcaret Mexico.
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zapadwest wrote a review Sep 2020
Wheeling, Illinois35 contributions16 helpful votes
+1
Hotel's Favourite
It was our third annual trip to Hotel Xcaret to celebrate our Anniversary and my husband Birthday. I booked this trip last year, as soon as we came back from second trip and I was very skeptical if we should go or not. But I'm glad we did. From first minute of arrival to Hotel to very last one, we have been under supervision of our ex- butler( from our first stay at casa FUEGO!) Rolando Dichi Castillo. He done fantastic job with every single detail on our trip and even more!!! Got all our dinner and tour requests done, decorated our room for BIRTHDAY and Anniversary, sent all kinds of goodies to our room every day, been on top of every single request! He went on his DAY OFF to the Mall and got me Memory card for my cell phone ( I did a lot of photos and videos and was running out of memory space). Also, I got my tooth chipped by eating oyster, so he found me English speaking Dentist 10 minutes from the Hotel, called taxi and was on the phone with us whole the time while we been out of Hotel ( we don't speak Spanish unfortunately) !!!!We fell like we have an Angel Guard at this Hotel! Amazing job Rolando Dichi and Hotel Xcaret! Yes, some things were a little different at Hotel because of COVID-19. At Buffet they assist you with food, so some times we were waiting a little longer that we would like, but not big deal. Food was delicious as always and many, many options. Sanitizers everywhere, masks in public areas, temperature checks.Was no Sunday Brunch this year, but in my opinion Buffet got many things from the Brunch- King Crab Legs, Oysters, Lobsters.... We had Dinner at sushi table 2 times and Chef Juan Carlos did gorgeous plates for us ( sorry, don't remember other Chefs name). Just go with their recomandations- it outstanding. Parks were not as busy as we remember them from last years, which is good thing and some attractions were closed ( for safety reasons). All the time we fell very safe and glad I didn't cancel our trip. Thank you HOTEL XCARET and we will see you next year again!!!!
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Date of stay: September 2020Trip type: Travelled with family
12 Helpful votes
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Response from J Ducoing, Propietario at Hotel Xcaret México
Responded 1 Oct 2020
Dear zapadwest, First and foremost, we would like to express how grateful we are for your preference for a third time in a row. Knowing that you chose us to spend your annual getaway with us is very encouraging, as we work diligently to provide warm service and experiences like no other destination, to guarantee our guests feel like this is their home away from home. Our colleagues really do take the greatest pride in ensuring each and every guest is made to feel special, and to deliver memorable levels of personalized service; it is always so pleasing to hear we have got this correct, and helped to create such a memorable experience during your stay through Rolando's service. We will make sure to recognize is efforts on your behalf. We will share your delightful words as well with our culinary team, whom I'm sure will be thrilled by your praises. All in all, we appreciate the time you invested in sharing such thoughtful words, and we can't wait to have you back for the 4th time! We are convinced we will continue to cater to all your needs and preferences. Warm regards, Jorge Ducoing Managing Director Hotel Xcaret México
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Ralph V wrote a review Yesterday
Rialto, California3 contributions2 helpful votes
+1
You have to experience it for yourself. This hotel, and its amenities, are a complete package. This was truly a stay that has yet to be topped. We will be returning soon, believe that! A Perfect balance of relaxation, adventure and gourmet for the foodies like me...
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Date of stay: June 2021Trip type: Travelled as a couple
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Response from Director General, General Manager at Hotel Xcaret México
Responded today
Dear Rvelez1683, Thank you for your five-star review. We really do appreciate our guests taking the time to leave us feedback, and we love hearing about our guest’s experiences whilst staying with us. 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. 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. Sincerely, Hotel Management Hotel Xcaret Mexico.
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Susan Branstetter wrote a review Yesterday
Carlsbad, California1 contribution1 helpful vote
I have been anticipating our trip to Hotel Xcaret for more than a year. We had to reschedule last July that was supposed to be my 50th birthday with my husband and 3 teenage kids. I have been researching and planning since then. I sent several emails with our trip itinerary and to request reservations and in each one I stressed the need for us to be in a room close to our kids. We arrived this afternoon they informed us that they were unable to get us the connecting rooms that we requested. They assured us they were close together just not side by side. That turned out to be false the rooms are very far apart in different buildings. Furthermore we paid for river view suites and while our kids have a river view we do not. I am so upset this we are very uneasy with them being so far from us and also so bummed that we did not get the type of room that we paid for. I tried to upload a picture of our view but it won’t upload but there is definitely no river we just overlook a bar. I can’t even imagine how families of 5 with younger kids could come here with them being unable to guarantee rooms close to one another. Furthermore none of the phones in either room are working I called last night and they were unable to fix them they say they will have to come back tomorrow. There are various other minor yet still irritating issues as well. I expected so much more I wanted to love it and I wanted my family to love it.
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Date of stay: June 2021Trip type: Travelled with family
1 Helpful vote
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Response from Director General, General Manager at Hotel Xcaret México
Responded today
Dear Branstetter5, First and foremost, we would like to thank you for taking the time to share detailed feedback from your experience so far at Hotel Xcaret Mexico. For us, guest satisfaction is a top priority, therefore we regret to hear we were unable to achieve your complete satisfaction and will work tirelessly in order to change your experience as soon as possible. We apologize if we missed the mark in terms of your family room assignment; although we work very hard to please all of our guests' room preferences, we are indeed subject to availability and in this case, despite our best efforts to accommodate the great majority of your party, we were unable to fulfill your expectations, I´m aware that fortunately, we were able to offer you a room move just next to your kids. I would really like to further discuss the details from your vacation to do a proper follow-up, you will be contacted as soon as possible as I will be delighted to personally follow up on your experience. Sincerely, Hotel Management Hotel Xcaret Mexico.
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John H wrote a review 18 Jun
2 contributions2 helpful votes
My wife and I just returned from a week at Xcaret (staying in Fuego) and wanted to provide a review of our experience. As reference, we are active people in our 50’s. Hope this is helpful to others. COVID protocols: Resort was very busy despite being at 50% capacity. While we rarely had to wait long for anything (Mercado and loungers at main pool as the exceptions), I can see how it could get crazy with 50% more people and probably would not return in June in normal times. Staff were always masked and sanitizing everything and requiring hand sanitizer whenever walking inside a restaurant. Once at the lobby bar and once at Mercado they did not allow additional people to enter as they had reached capacity. (Smart) Almost all the guests were wearing masks when walking around. Getting COVID-19 antigen test was quick and easy and had no problem getting home. Casa: We stayed in Fuego ocean view (2517) and loved it and thought it was definitely worth the upgrade. Check-in was easy as the staff bringing you over to Fuego lobby and check you in there. We did reject the first room offered as it was on the third floor and very close to the lower pool. When on the balcony we would have been in view of people dining at the restaurant and those swimming in the pool. We wanted a little more privacy so waited about 90 minutes for a room on the fifth floor. Our favorite place was the rooftop pool. (Thanks Bernice for taking such good care of us) We got there about 10 a.m. on several days and had no problem getting a lounger. The one day we tried to go later (4 pm) there was a wait so we just went to lower pool and got drinks from the “hidden” palapa bar and ordered food there. Our butlers Jesus and Magaly were wonderful and readily available to answer questions, adjusting restaurant reservations, scheduling Covid tests and providing directions (even walking us to Bio as we weren’t sure how to get there). Absolutely fantastic! Also thanks to Carlos who was always there to help if needed. The staff coordinated balloons and a rose petal filled bathtub for our anniversary and brought us a special dessert on our last night. All the staff were wonderful and attentive - especially wait staff at the pool. Loved being able to get out of the hustle and crowds of the rest of the resort (and parks) when we wanted a peaceful break. The only downside to us with Fuego (but maybe not to everyone) was its proximity to the loud music at the main pool. It was pretty noisy most of the time (also not a fan of DJ at rooftop pool in afternoons). Activities: Didn’t do a lot of resort activities as were very happy at the Fuego pools. We liked taking the cute little boat to Xcaret park and getting life jackets and swimming in the river. Visiting the chapel was a nice quick thing to do (we were kindly offered a ride up in the little cart which was great as we were there as a storm rolled in). We went to the lobby bar several evenings after dinner and it was usually pleasant and low key. However it was spoiled a few times by large groups of people being drunk and obnoxious (but that can happen at any resort). We contemplated going to spa but thought it overpriced. Food and drink: Absolutely wonderful! Food at Fuego was great at restaurant, room service and breakfast. Too many good dishes to name but lobster tacos and rib eye nachos and pizza (lower pool) were favorites. Mini Toy cocktail at rooftop pool was my wifes go to drink - substituted blanco tequila as we don’t like Mezcal. We ate dinner at Fuego twice (canceling Las Cuevas to eat there a second time) and favorites were spaghetti with olio, filet, gnocchi and salmon. Luis at the restaurant bar is a true mixologist and made me a beautiful French martini when I asked for something with vodka and not too sweet. Gin Xao Fusion: I raved about the sushi and my wife loved the rib eye skewer, but some of the other food was a bit inconsistent. Las Playas and Cantina had some hits (seared tuna at Las Playas and lobster tostada at Cantina were awesome ) and misses but still overall good. Cantina is very loud! Mercado just average, but we also are not big buffet people. Brunch: as many people have said, the brunch is unbelievably amazing and a must do. It defies description to adequately convey the magnitude and beauty of all the choices. A bit overwhelming. I have never seen or experienced anything like it (although felt guilty about the waste of a lot of food). Advice is to ask for small portions and definitely save room for dessert. Favorites: sushi and cooked shrimp and mimosa bar. Parks: Xcaret river was a favorite (go late in the day as many have said) and I was surprisingly captivated by the bird aviary even though I’m not particularly interested in birds. Would have definitely liked to come back to do other rivers but time did not allow. It was very hot and humid (we are from coastal CA and not used to that weather) and walking around with a mask was uncomfortable so we did not spend a lot of time outside of the water there. Park shuttle to Xplor was quick and easy. Zip lines are awesome - lots of uphill walking in the heat and in a mask - but worth it. Hammock zipline good for younger folks or those intimidated by longer, higher zip lines. You can check out my wifes other recent post about our frustrating experience with crowds and long wait times. Xenotes was by far our favorite day. The cenotes were uniquely beautiful and primordial. Swimming among stalagmites in dark closed cenotes and among lily pads in more open cenotes. We definitely did things out of our comfort zone (jumping off things!) but there was no pressure and usually options for alternatives. Cynthia was a great guide for our group of 13 and the camaraderie with the other guests. Many thanks again to Jesus, Magaly, Carlos, Luis and Bernice for taking such good care of us. We hope to back again soon!
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Date of stay: June 2021
Value
Location
Service
Room Tip: In Fuego, the ocean view rooms are better on the 5th floor. Also, Fuego is adults only. We stayed...
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PRICE RANGE
US$339 - US$942 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
900
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Frequently Asked Questions about Hotel Xcaret México
Which popular attractions are close to Hotel Xcaret México?
Nearby attractions include Xcaret (1.1 km), Quinta Avenida (6.1 km), and Cenote Chaak Tun (7.6 km).
What are some of the property amenities at Hotel Xcaret México?
Some of the more popular amenities offered include a swimup bar, a rooftop bar, and free wifi.
Which room amenities are available at Hotel Xcaret México?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Hotel Xcaret México?
Guests can enjoy a swimup bar, a rooftop bar, and free breakfast during their stay.
Is parking available at Hotel Xcaret México?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to Hotel Xcaret México?
Conveniently located restaurants include Ferron's Jerk Chicken, Nørdic, and Zitla Ceiba.
Are there opportunities to exercise at Hotel Xcaret México?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Hotel Xcaret México have an airport shuttle?
Yes, Hotel Xcaret México offers an airport shuttle for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Hotel Xcaret México?
Yes, dry cleaning and laundry service are offered to guests.
Does Hotel Xcaret México offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Hotel Xcaret México?
The staff speaks multiple languages, including English, Spanish, French, Italian, and Portuguese.