# Hoteles Xcaret — user reviews > 191 indexed App Store user reviews of Hoteles Xcaret by Experiencias Xcaret S.A. de C.V., rated 1.52/5 from 480 ratings. - Source: https://appshunter.io/ios/app/hoteles-xcaret/id1474819420/reviews - App overview in markdown: https://appshunter.io/ios/app/hoteles-xcaret/id1474819420.md - Rating breakdown: 5★ 40 · 4★ 14 · 3★ 7 · 2★ 32 · 1★ 387 ## What do users think of Hoteles Xcaret? Overall sentiment: negative **Pros** - 🗺️ Helpful map feature - 👍 Visually appealing design **Cons** - 🐛 App crashes frequently - 🤯 Extremely poor functionality - 🤔 Lacks essential features - 🤷‍♀️ Confusing and unintuitive - 🙄 Inaccurate and outdated information **Commonly reported bugs** - Login and registration issues - Constant app crashes and freezes - Incorrect or missing information on the map and in the app **Most requested features** - Ability to make reservations for restaurants, activities, and transportation - Integration with guest account to view reservations and itinerary - Comprehensive information on operating hours, menus, and amenities - Improved navigation and mapping with directions and routing - Notification system for events, promotions, and service updates ## Newest reviews (17 of 191) ### 1/5 — Useless *2026-05-21, version 4.0.3* My reservations are not on the app. I contacted support, and the AI told me to make sure my app was updated and that the email matched the reservation. Both are true, but I am unable to contact anyone to figure out why my reservation won’t show in the app :( ### 1/5 — What’s the purpose of? *2026-05-21, version 4.0.3* It doesn’t provide reservation information. It seems like a booking app not a guest friendly app. Will be deleting ### 1/5 — Not user friendly *2026-03-24, version 4.0.2* 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 ### 1/5 — No useful *2026-03-19, version 4.0.2* Not helpful for restaurants- no menu, no details of food, no ability to make reservations.. ### 1/5 — Sucks *2026-03-13, version 4.0.2* Very little information, directions are terrible ### 1/5 — Bugs *2026-03-11, version 4.0.2* 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. ### 1/5 — So many glitches *2026-03-03, version 4.0.2* 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 ### 1/5 — Almost useless *2026-02-28, version 4.0.2* 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. ### 1/5 — Useless *2026-02-26, version 4.0.2* Chat and email support is not responsive ### 1/5 — Xcaret app *2026-02-24, version 4.0.2* Very frustrating ### 1/5 — Can’t even log on *2026-02-20, version 4.0.2* 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. ### 1/5 — Trash *2026-02-16, version 4.0.2* The App is worthless! Can’t use on Apple products! ### 1/5 — Not the best by far *2026-01-25, version 4.0.1* 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 ### 1/5 — A lot of bugs to fix *2026-01-23, version 4.0.1* 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. ### 1/5 — App Needs Major Improvements *2026-01-16, version 4.0.0* 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. ### 1/5 — Disappointed with this hotel and very bad experience *2026-01-11* 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. **Developer response:** 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 ### 1/5 — Inadequate for basic resort info *2026-01-04, version 4.0.0* 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. ## Most critical reviews (10 lowest-rated) ### 1/5 — Useless *2026-08-06, version 4.0.4* Navigation doesn’t work.search bar doesn’t search. ### 1/5 — Useless *2026-07-20, version 4.0.4* Barely knows where you are doesn’t keep track of your reservations. Even though you are logged in and there is a tab for reservations. All it wants you to do is book more stays. ### 1/5 — Waste of data *2026-07-18, version 4.0.4* Haven’t even been able to modify my profile. Can’t make. Reservation. Complete use of data on my phone and completely unhelpful ### 1/5 — No puedo meter mi itinerario y reservas *2026-07-14, version 4.0.4* Poco funcional ### 1/5 — Don’t waste your time *2026-07-13, version 4.0.4* This app is horrible. It has so much potential, but is a disappointment. The map doesn’t work, you can’t look at your existing reservation, logging in was just weird. ### 1/5 — Not useful *2026-07-07, version 4.0.4* The app is just to view available experiences, it doesn’t let you reserve anything and has no instructions on how to reserve activities. Extremely frustrating. Do better please. ### 1/5 — Pretty much useless for practical purposes *2026-06-22, version 4.0.3* This app does not show you bare essentials like locations of restaurants, your own reservations and reserved restaurants and parks etc. it just goes over the same nonsense gloss over type info you find on google. ### 1/5 — Completely useless - why? *2026-06-13, version 4.0.3* The app does nothing. This isn’t an exaggeration. It has a map of the hotel and that is it. It doesn’t actually give directions within the labyrinthine hotel, you can’t make reservations in it, it won’t show reservations you do have, you can’t use it to call for service requests, you can’t use it to sort amenities that might appeal to you, you can’t call room service or a cab - it does literally nothing. It’s incredibly bizarre how poorly designed it is. The Disneyland app, for example, is about 10,000x more useful in ways they should copy. ### 1/5 — Horrible *2026-06-07, version 4.0.3* 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 ### 1/5 — Requires you to book through the app to explore most features. *2026-06-02, version 4.0.3* I’m already here! I’d like directions to the spa….well you have to book a reservation. Dumbest thing ever. They should offer options to book your reservations for excursions and restaurants and spa on line. ## Most praised reviews (10 highest-rated) ### 5/5 — Cool app *2026-03-07, version 4.0.2* W app ### 5/5 — Excellent! *2025-07-17, version 3.0.9* Awesome App!!!! ### 5/5 — Future Guest *2020-12-28, version 1.0.1* I can’t wait to visit this majestic hotel!! It is going to be amazing!!’ ### 4/5 — La app no ea muy util pra encontrar su camino. El hotel hermoso *2026-04-05, version 4.0.2* 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. ### 4/5 — Appreciate the improvements, but there could be more *2023-09-05, version 2.8.6* Reading the reviews, I appreciate that the developers have made many of the changes other users have suggested, such as restaurant and bars hours of operation. Currently, (9/4/2023),some of the markers are not in the correct places (the Diseno and Piramide rooftop pool markers are in the wrong buildings, for example, and many of the description boxes for other places are missing, such as Arenal. I would also like to see a marker added for the Xcaret Park boat transport and the kayak/water sports center. Is there a first aid center at any of these resorts? ### 3/5 — It’s OK *2025-05-13, version 3.0.4* App’s Ok for navigating. better than the Xcaret park app (which we can’t even get to open). The restaurant menus are all wrong and out of date though, which is frustrating. We have to scan a QR code at each restaurant to see the current menu in a browser. Dumb. ### 3/5 — Where’s Xavage??? *2024-12-30, version 3.0.1* No mention of Xavage ### 3/5 — More Details Please *2022-03-04* App was only really helpful as a map. It would be helpful to put the hours of pools bars and restaurants on the app. Also, things like entertainment should be listed. Entertainment at casa musica was great but it would be great to see a weekly schedule of what is available. ### 2/5 — Live direction needed *2026-03-03, version 4.0.2* 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! ### 2/5 — Hard to navigate *2025-11-30, version 3.1.0* I cannot find the restaurant menus, daily activities, wellness information, etc. I booked but when I click reservation where I thought I’d enter my confirmation, it wants me to book a reservation. I don’t understand how to navigate or make reservations for parks, restaurants, etc. --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-04.*