Great Location Near Xcaret, But Service and Cleanliness Need Major Improvement
The biggest advantage of this property is its excellent location — it’s just a short distance from Xcaret Park, which makes it ideal for families or couples planning to explore one of the area’s most popular attractions. The convenience of being so close to the park cannot be overstated.
Unfortunately, the quality of the stay overall didn’t match the expectations set by the location. Upon arrival, our room was not properly cleaned. There was dust on surfaces, the bathroom didn’t feel fully sanitized, and overall the room showed clear signs of wear and tear. The building itself looks outdated, and the rooms reflect a lack of upkeep and investment in comfort.
One of the biggest disappointments was the food and service. The buffets were extremely limited in selection, with little variety day-to-day. Worse than the food was the service in the buffet and restaurant areas. The staff consistently lacked basic customer service skills and attentiveness. We often had to wait a long time to be acknowledged, drinks went unrefilled, and used plates were not cleared promptly. There was very little engagement or effort to create a welcoming dining experience, which is surprising for an all-inclusive resort. It felt like the dining staff was either overwhelmed or undertrained — either way, it directly impacted our experience.
On a positive note, the front desk team and the staff at the information center were