4/10 Poor
Yrania Rodriguez
Traveled with family and small children
Dec 21, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Poor Service at Grupo Xcaret Mexico: A Disappointing Stay
Our recent visit to Grupo Xcaret Mexico (12/13–12/18/2024) was a stark disappointment compared to our exceptional experience two years ago.
Arrival and Check-In:
The welcome was unremarkable, with long waits and disorganization. Small but thoughtful details, like refreshing towels, were missing.
Rigid Policies:
Activity cancellations were unnecessarily rigid, even during unpredictable weather. Errors in their system caused frustrating delays at checkout, with little accountability from staff.
Rooms:
The rooms showed clear neglect: unreplenished amenities, irregular linen changes, balcony leaks, and mold on the walls.
Restaurants:
Dining was repetitive, with limited options for children. Requests for non-spicy food were often denied, and waits for tables and high chairs were long.
Customer Service:
Staff attitudes were inconsistent and overly reliant on tips. Professionalism was noticeably lacking.
Airport Departure:
Transport to the airport was efficient, but the boarding process was chaotic, with passengers crowded onto buses and forced to carry luggage up airplane stairs.
Conclusion:
Grupo Xcaret Mexico has seen a troubling decline in service, maintenance, and guest care. What was once a premium experience has devolved into a poorly managed operation. We cannot recommend this hotel and urge them to address these significant issues to regain their former quality.