Hoteles Xcaret User Reviews

Name: Hoteles Xcaret
Rating: 1.52361 (466 reviews)

Hoteles Xcaret

Experiencias Xcaret S.A. de C.V.

🌟 Lifestyle

✈️ Travel

What users say

Summarized from real user reviews of Hoteles Xcaret. Based on 466 reviews and a 1.5/5 average, it highlights the 2 positives and 5 negatives reviewers mention most about this Travel app.

Positive things

🗺️Helpful map feature
👍Visually appealing design

Negative things

🐛App crashes frequently
🤯Extremely poor functionality
🤔Lacks essential features
🤷‍♀️Confusing and unintuitive
🙄Inaccurate and outdated information

Top reviews

Most Recent Highest Rated Lowest Rated

Horrible

Pointless .. I’m at the hotel since- I can’t get room service - can’t schedule anything through the app- called 0 no answer for over 20 mins - called directly from another number the chat bot provided and it didn’t work - app is pointless - waste of time - needs a map in app - needs a way to schedule rides or food - not even room service available on the app

Chiney_rebel

2 months ago

Response from developer

Dear user. We’re sorry to hear about the situation you experienced. Your feedback regarding app functionality, maps, transportation, and dining services is valuable and will be shared with the appropriate departments for review and improvement. We appreciate your patience and look forward to helping you resolve this. Kind regards. Brenda H. Grupo Xcaret – Customer Service. US:1-844-795-4525/Mex:+52 (998)881-3834

La app no ea muy util pra encontrar su camino. El hotel hermoso

Los hoteles son muy bonitos, la comida muy buena y variada. Sin embargo es difícil guiarse adentro y la app que debería ayudar, no está bien hecha. Es un plano general desde arriba y no muestra detalles que se necesitan para encontrar su camino, como escaleras, corredores , etc.. terminas preguntando a los empleados del hotel tu camino.

tzaguia

4 months ago

Not user friendly

This app is not helpful at all. Cannot book a reservation or see menus.

Not interactive for 2026. A waste of an APP. The resort could be so much better and user friendly with a better APP

Erica_1968

4 months ago

No useful

Not helpful for restaurants- no menu, no details of food, no ability to make reservations..

rstpa

4 months ago

Sucks

Very little information, directions are terrible

Brennfjfjgidifihiisif

4 months ago

Bugs

App is not very useful in navigation and should work seamlessly for guests to make reservations for restaurants and activities. Also, the app did not show my existing reservations. Highly recommend that Xcaret gets this working properly.

Houston-nri

5 months ago

Cool app

W app

Earth commenter

5 months ago

So many glitches

You can’t enter an existing reservation only book a new one. The sign up process was so glitchy. For such a great hotel they need to spend the money on a better app

Melvin6627

5 months ago

Live direction needed

You need to update your app with live orientions. Such a high end resort without that option is not acceptable. Clicking on a spot on the map should give live direction with géolocalisation. I’m looking at other reviews dating from more than a year ago asking the same thing!! Come on, you can do better for sure, the customer experience would skyrocket!

Xcaret member

5 months ago

Almost useless

The app doesn't pull up your reservations. The map doesn't work onsite and they don't even post the menus on the app. Using google map to get around was difficult with the weird height layout of the resort.

Redeemedl

5 months ago

Useless

Chat and email support is not responsive

Bbparkland

5 months ago

Xcaret app

Very frustrating

Lost Patience Peter

5 months ago

Can’t even log on

It said my password was incorrect. It wasn’t. I reset password via email. Still says incorrect. I can’t even look at my reservation. They need to do better.

Crazed Assassin

5 months ago

Trash

The App is worthless! Can’t use on Apple products!

swampwatcher

5 months ago

Not the best by far

Would be nice if it had the option to show you where your room is. With many buildings and weird ways of getting around it’s not easy to navigate

NewEnglandmcJ

6 months ago

A lot of bugs to fix

The take me function does nothing. And you can only click on one location and then you have to restart the app to get to another description.

GREAT12t

6 months ago

App Needs Major Improvements

App is not interactive. It is able to find your location but doesn’t provide directions on how to arrive to each location. Details of activities is not up to date. Lacks information of everything the resort/parks offer.

M.S CPA

6 months ago

Disappointed with this hotel and very bad experience

If you are traveling with a group, I do not recommend this hotel at all. My experience was very disappointing and not worth the money.

From the moment we arrived, the service was poor and unwelcoming. Check in took an extremely long time and felt very disorganized. We were treated more like a problem than paying guests. Staff gave confusing information and pushed us to pay extra for upgrades, but what we received did not match what we were promised. That felt misleading and unfair.

Restaurant reservations were another big issue. We were told everything was fully booked, yet many restaurants looked mostly empty. It made no sense and was very frustrating for our group.

Overall, the service was bad, communication was poor, and the experience did not match the price at all. This hotel was a waste of money for us, and we left feeling very disappointed.

$Meymeyly

7 months ago

Response from developer

Dear user. Thank you for taking the time to share your experience. We’re truly sorry to hear that your stay did not meet your expectations. That is certainly not the impression or level of service we aim to provide. We regret the long and disorganized check-in process and any moments where you felt unwelcome. Clear communication and genuine hospitality are very important to us, and we’re sorry this was not reflected during your arrival or throughout your stay. All your feedback is valuable and will help us improve how availability and group reservations are managed and communicated. We appreciate you bringing these matters to our attention. Your comments will help us identify opportunities to improve our service and better meet the expectations of our guests in the future. Kind regards. Brenda H. Grupo Xcaret – Customer Service. US:1-844-795-4525 Mex: +52 (998)881-3834

Inadequate for basic resort info

We were really disappointed with this app, which is supposed to provide all the basic resort info one would need. It is useful for menus and for the map, but is poorly designed for identifying which bars are open at any given time, which restaurants are open for which meals, and where you can get food outside meal times. Some of this information is available if you click on one restaurant listing at a time, but it is extremely inefficient. In addition, most listings are incomplete - for example, the dose of rooftop pool has the only snack bar outside of artistas, and we went yesterday to find the food is only available until 4:30, though the
Restaurants don’t open until 6pm. Surely there was somewhere else to get food at this time, but there is no good way to find it in the app. Please go back to paper or invest in a more functional app.

Lami zee

7 months ago

Response from developer

Dear user. We would like to mention that we're currently working on the improvement of our app. We are sorry for the inconvenience. If you require assistance, don't hesitate to contact your concierge or guest service. We will be glad to assist you. Kind regards. Brenda H. Grupo Xcaret– Customer Service. US:1-844-795-4525/Mex:+52 (998)881-3834

Worst app ever

Truly-have never rated an app and felt the need to rate this. If zero stars were an option, I would give it. The map (which is the primary need) is horrible and there’s no way to make reservations or do anything that one might find useful in an app to use during your stay.

Jenzo500