Xcaret Reviews 

This is specifically for Xcaret Occidental.
I want to preface this by saying I have traveled across the world and stayed in all inclusive resorts across central and South America and this is second to none for the WORST resort across the board. I will spend my life warning anyone who will listen to stay AWAY from this place.
The staff are not only not friendly, they are AGGRESSIVE. Out of our party of 15 people we had FOUR people leave early because they couldn’t take the conditions. Yes you read that right,they all paid for NEW plane tickets, new transport, etc and of course didn’t receive any money back, (which is to be expected) but I just add that to show how desperate everyone was to LEAVE.
Bridal room had NO air conditioning, it was noticeably cooler in other rooms. We contacted the front desk a dozen times and only got thru to someone twice, I talked to them twice, we talked to the florists, the person that brought the champagne, and a maintenance worker (all the workers were absolutely lovely and a pleasure to work with) but he reset the control box but that changed nothing. We had makeup and sweat dripping down our faces - I included a video inside the room for reference.

I was not aware the food situation would be so incredibly dire here. Apart from the absolutely abysmal standard of food, you can not find food here. The shops close early and there will be one pizza place, where you will wait upwards of an hour for again abysmal food. The cherry on top were the men working last night (5/19/26) they were not only rude, the manager was incredibly aggressive. I explained we were in a bridal party and had not been able to eat, we wanted to bring pizza back to our room. They immediately started yelling at us and began FOLLOWING ME to my room after I told them I would take it up with the front desk in the morning if a bill needed to be settled. Why would a bill need to be settled? I have no idea considering this is supposed to be an ALL INCLUSIVE resort. The whole situation was juvenile and clearly a man on a power trip. But the real cherry on top? EVERY OTHER NIGHT they let us take tacos or pizza to go folded in napkins. This man, like 90% of the staff are on a power trip. It’s honestly uncomfortable and being a petite female I felt safer OFF the resort than I did in it.
More on aggressive staff: We went to the first club bar with other members of our group who had been upgraded due to the abysmal conditions of their rooms. (NO AC, toilet clogged, broken screen door, you name it that issue existed) So two of us went to meet them there, the bartender Javier explained we may wait a moment in the AC as they arrive but not have food or drink. Javier was incredibly kind and friendly. Catalina is second to none to the rudest person I have ever met my entire life not only is she aggressive and LAID her hands on me, she told me she can do ANYTHING she wants without losing her job. She even encouraged all of us to write a bad review as she’s “untouchables and can do what she wants”. I’ve never felt so disrespected or afraid of someone. She also called me a *perra* and our group stupid Americans among other choice words under her breath, when i responded in Spanish (I’m completely fluent but you wouldn’t know Just by looking at me) her tone changed and she quickly ushered us out. We have several problems here, 1. She laid a hand on me. 2. She called me a stupid b****. Im currently waiting on written confirmation that the staff here is able to lay hands on you, call you a b*tch and group of stupid Americans and its fine.

The bride of our party checked 3 times there would be a car seat on transport ($180) they confirmed by email and phone. Low and behold no car seat so they had to buy one JUST for transport.

This place advertises as having golf carts to get guests around because the resort is so incredibly massive the entire seven days we were here, we got ONE golf cart ride and that was the very first day. They had the bridesmaids groomsmen and bride walking around in 110° weather and even after calling and calling for a golf cart no one ever came. The bride paid an additional $500 to have her wedding at the salty pools. We got there and it was full of people. After a small argument and the planner insisting it was a public space despite the $500 price we were eventually able to Carrol the people away with her and the lifeguards help. But it was incredibly stressful for her to be ready to walk down the aisle and the tiny space promised to be private was just FULL of people. The staff that worked the wedding on 5.18 did wonderful, they were attentive and kind. And some workers are kind as well, unfortunately they do not make up for the incredibly rude and aggressive staff that also work here.

Los mejores hoteles del MUNDO!

Jag har haft superkul på denna park och kan rekommendera den till stora som små. Aktiviteterna är lite dyra men absolut värda, framför allt kvällsshowen.

As a result of me seeking a refund for what I was told were Xcaret's/EXL's violation of several consumer protection laws in Mexico, Xcaret/EXL entered a settlement process with with me that required an escrow deposit. After more than a year of broken promises about the release of funds required under the settlement (they committed to 60 days), the settlement wire never arrived, leaving the escrow funds unresolved. Still seeking resolution.

Lo que estoy viviendo con Xcaret México Destination no es solo una mala experiencia: es un ejemplo claro de incumplimiento sistemático, evasión intencional y maltrato al cliente.

Contraté una promoción que llegó por medio de mi banco. Realicé el pago de la promoción, y solo después de eso, la empresa decidió evaluar mi elegibilidad. Alegaron que no cumplía los requisitos por haber acompañado anteriormente a alguien que contrató una promoción diferente. ¿Por qué esa evaluación no se hizo antes de aceptar y cobrar el pago?

Me propusieron pagar casi el doble para conservar la reservación a lo que me negué y pedí la cancelación. Me aseguraron que el reembolso sería inmediato y que me enviarían los comprobantes (vouchers o folios bancarios) ese mismo día.
⭕Nunca enviaron nada⭕

Desde entonces han pasado más de 18 días, con 7 llamadas semanales mínimo y múltiples correos, y no me han dado ninguna solución formal ni entregado ningún comprobante. Me prometen resolución en plazos específicos que jamás cumplen. Las respuestas cambian con cada llamada y nunca hay constancia de nada.

Después de intentar durante varios días logré hablar con el supervisor, Andrés Nadal, quien se comprometió personalmente a darme resolución en no más de una semana, a enviarme los comprobantes y contactarme personalmente pero no lo hizo. Desde entonces, tampoco logro comunicarme con él por que siempre está "en junta" o "fuera de oficina

Lo más alarmante no es solo el retraso, sino la estrategia sistemática de desgaste: te dan respuestas vacías, te repiten frases como "ya se levantó el reporte", "estamos esperando al área responsable", pero nunca entregan resultados ni evidencia de nada. No hay forma de contactar al área que "gestiona" el reembolso, y no hay trazabilidad de ningún supuesto proceso en curso. Todo está diseñado para hacerte rendir.

Además, el trato ha sido en muchos casos irrespetuoso. Una representante, María García, se negó a dejarme hablar, me interrumpió repetidamente e incluso me insultó sin mostrar el más mínimo interés por ayudar. Un trato indigno e inaceptable para cualquier cliente.

A día de hoy:
❌ No tengo reservación que sí me cobraron.
❌ No tengo el dinero.
❌ No tengo un solo comprobante.
❌ Y no tengo una sola respuesta formal ni fecha de resolución

Lo que Xcaret México Destination está haciendo no es solo negligencia, es una práctica que raya en el fraude: cobran, cancelan, y luego dejan al cliente en el limbo sin ningún respaldo documental ni solución concreta.

Si estás pensando contratar con ellos: ten mucho cuidado. Lo que aparenta ser una empresa de "clase mundial", esconde procesos opacos, prácticas irregulares y una atención diseñada para desgastar, no para resolver.

Evita pasar por esto. Si buscas transparencia y respeto no es aquí. No recomiendo Xcaret México Destination bajo ninguna circunstancia.

⚠️ EXPERIENCIA REAL – FILTRACIÓN DE DATOS A SOCIOS DEL MÉXICO DESTINATION CLUB (Xcaret)

Nuestra familia fue víctima de un fraude que utilizó datos confidenciales reales de nuestra membresía, como:
• Nombre completo
• Número de socio
• Deuda exacta de la membresía

Recibimos un correo electrónico y llamada telefónica que imitaban perfectamente el estilo del México Destination Club. Confiamos porque toda la información era precisa y hablaban como lo harían desde la empresa.

Sí, admitimos que no confirmamos directamente con el Club, y eso fue un error. Pero también es cierto que al día siguiente de hacer el pago nos dimos cuenta de que habíamos sido estafados, y lo más grave es lo que sigue sin respuesta:

🔺 ¿Quién filtró nuestros datos personales?
Esa información no proviene de navegación, cookies ni Wi-Fi públicas.
Solo puede salir de la base de datos interna del Club o de quienes tienen acceso a ella.

Desde entonces:

— Hemos enviado correos, evidencia y reportes
— Nuestra sobrina también publicó su experiencia
— TripAdvisor rechazó nuestra opinión sin explicación
— En grupos y foros también han retirado nuestras publicaciones
— Muchas otras personas han comentado que les pasó lo mismo o muy parecido… y nunca pudieron hacer nada.

📣 Esto ya no es un caso aislado.

Estamos publicando aquí porque sentimos que la empresa no solo evade responsabilidad, sino que además intenta silenciar a quienes comparten la verdad.

¡Queremos que esto se sepa!
Lo compartimos por respeto a otras familias, para que no les ocurra lo mismo.
Y pedimos, con toda firmeza: ¿Quién está filtrando nuestros datos? ¿Por qué nadie lo investiga a fondo?

— Rosa Nuñez

Fecha del incidente: [06/12/2025}

Los parques Xcaret son ideales para turistas que van a Cancún o Playa del Carmen y no son “viajeros”. Està bastante bien hecho, aunque se trata de una reconstitución de lo que los verdaderos viajeros encontrarán si se mueven un poquitito no más.
El precio no es caro, es absurdo (casi 200 dólares por persona), si quieres un café o un agua, serán 5 dólares.. todo así. 5 estrellas le pongo a la familia propietaria que logra cobrar tanto a miles de turistas cada día.
Si pierdes tu entrada aunque tengas un recibo, estarán felices de cobrarte otra. Están para lo están: facturar.

Nos perdimos en tulum por que el camino a la salida no estaba bien señalado, estuvimos caminando en sentido contrario, estaba muy solo y tratamos de pedir ayuda a 2 personas en el camino pero una de ellas no nos ayudó y seguimos caminando hasta encontrar unos chicos que salían en moto de un hotel y nos dijeron que hasta la salida eran 25 minutos caminando y estabamos caminando en sentido contrario.
Nos asustamos porque estábamos lejos y nuestros bolsos, pasaportes y demas estaban en el bus, pensamos que el bus nos había dejado.
Yo estaba con el corazón a mil y cuando llegamos al bus en vez de sentirme segura y sentir ayuda solo recibí regaños y gritos de los guías ilse cortés y salvador exigiendonos una disculpa.
Antes de salir de xel-ha con rumbo a tulúm, el bus tardó 20 minutos aproximadamente por esperar a las demás personas del grupo y nosotras esperamos tranquilamente y no nos quejamos.
En cuanto a los restaurantes en xel-ha, dos de ellos tenían muchas mesas desocupadas y cuando queríamos ingresar a uno, nos mandaban para el otro y viceversa

The place is amazing and worth a visit. However, a rude staff member damaged my experience when that lady in a red t-shirt shouted at me and reacted aggressively while I was crossing the street to my bus late at night without any known reason. It was completely empty at that point of time and the buses were waiting for the customers to ride. Even if I was wrong by any chance, there could have been a more professional way to talk. Some staff training is definitely needed.

**BEWARE** This place is a tourist trap. They tried giving me change back in counterfeit bills and tried charging us double when we ate at the place on the beach at stop #35. Everything is overpriced and the animals weren't in their exhibits. The place is very unsanitary. The hut selling bread and coffee was infested with flies. Avoid this park at all costs!

Xcaret was a dream for us. Really enjoyed everything about the experience and we will be coming back. The staff and food were amazing, the shuttles were so handy, literally, just perfect.

Despite the cultural shows and some natural beauties, absolutely everything is ruined by their endless queues and the negligence of the park staff that only complicates access. Many people look for discounts but people at the ticket office DO NOT solve problems quickly. Despite the fact that there are 24 windows to purchase tickets or renew the bracelets, only a third of all are open and they leave all of us waiting for more than 59 minutes.
I wanted to enter with a discount for nationals and they only discounted $30 mxn, but actually it should be 10% of the entrance cost and perhaps the ticket lady was wrong but when I wanted to make my observation with the supervisor then they just ignored me.
I do not recommend more than 1 day in this park, it cannot be that due to the bad organization of the park our vacations have been ruined.

My wife and I booked a last minute holiday to Mexico with our 6 year old daughter. Looking at what to do, we booked Xcaret.

NOTE: I have not yet visited, but wanted to review the customer service.

It's my habit to book the wrong dates. I booked tickets for a week early, 19/08 instead of 26/08. I called the UK number immediately and spoke to a local who had quite good English. once we got to our booking, she changed the dates without issue. Done and dusted.

Very easy and very good service.

It's not what you see in the pictures. And even if you buy the “Plus” ticket, everything is charged extra.

This is a horrible zoo. The animals are locked up in very small places, and they are clearly sad and lonely! They say there are monkeys, I saw none.

The beach looks green and dirty, the river is overcrowded with people, and there’s literally nothing to see while swimming. The stream of the river is almost non-existant so you’ll have to swim for over 2 kilometers.

I was offered only one drink (just one glass of beer, not even the bottle) during my meal.

Staff is not friendly or qualified. I requested a refund in Guest Services, but it was denied.

Do not waste your time and money in this place. The ticket is very expensive, and everything is charged extra. The place is dirty, animals look sad (very small and lonely habitats), customer service is poor, everything is man-made (even the river)... Just don't go there.
We were denied a refund because we stayed for more than an hour, and that was because we got lost inside (maps/directions are not clear).
Just look for one star reviews in Google Maps.

Excelente experiencia y servicio. Recomendado 10/10.

Very good experience, swimming in the underground river and the ball game shows were amazing.

Highly recommended.