Deeply Disappointing Stay — We Will Not Return
We stayed at Hotel Xcaret for four days and three nights and were deeply disappointed with the overall experience. Many staff members seemed disgruntled, rude, and unwelcoming. At no point did we feel that the staff went out of their way to make our family feel comfortable or valued.
I reserved a room with two queen beds, but upon arrival, the front desk told me that the bed configuration was not guaranteed. I was then required to pay an additional fee simply to receive the two beds I had originally booked.
The poor service continued throughout our stay. At one of the bars, I asked for a straw and was directed to walk across the room to get one myself, even though straws were within arm’s reach of the employee behind the bar.
We also arrived at La Central at approximately 11:30 a.m. and were turned away because the restaurant was closing at noon. Instead of accommodating us while the restaurant was still open, the staff directed our family of six to walk approximately 20 minutes to another location to find something to eat.
For a resort of this reputation and price, we expected much warmer hospitality and better customer service. Unfortunately, our experience fell far below expectations. We left feeling disappointed and will not return to this establishment.
Passeggino