Xcaret Park Entry Tickets with Cultural Night Show Included

employees

amazing wmployees everyone is super kind and provide clear instructions

Response from the operator: Dear Manuel, Thank you so much for visiting Xcaret! It is fantastic to hear that our team made such a positive impression through their kindness and clear guidance during your visit. At Grupo Xcaret, the joy of serving is our greatest value, and it is truly rewarding to know that our employees helped make your experience even more enjoyable. If you’re looking for even more adventures during your next visit, we would love to welcome you to our other parks as well. Whether it’s the natural beauty of Xenotes, the adrenaline-filled activities at Xplor, or the fun and imaginative experiences at Xenses, each park offers a unique way to discover the best of Mexico. For more details, feel free to visit our official website. Cordially, Brenda H. Grupo Xcaret – Customer Service. + 52 (998) 883-3143 - US 855-326-0682

via Tripadvisor

Terrible Staff

I am extremely disappointed with my experience involving Xcaret and the Cozumel excursion we purchased at the airport. What was presented to us and what actually happened were two completely different experiences. We were told that we had purchased a tour to Cozumel that would include breakfast, photos, transportation to the ferry, and our excursion. Our tour guide, Martin, contacted us that morning with our transportation details, so everything initially appeared organized. The first red flag happened immediately. When we walked over to the tour vehicle, the driver got back inside and would not open the door to let us in. I had to contact Martin, who eventually arranged a private taxi to take us to Xcaret. Once we arrived, the experience became even more confusing and uncomfortable. For a resort that presents itself as a luxury destination, the welcome and hospitality were shockingly poor. We were barely greeted. There was no bottled water offered. The “breakfast” we had been promised consisted of loose pastries sitting openly on a counter where anyone could reach in and grab them with their bare hands. Water was sitting in a jug on the bar. The staff members we encountered were often crass, dismissive, and unkind. More importantly, I quickly began to feel as though I had been misled about why we were there. Multiple staff members sat down with me and repeatedly asked for my debit and credit cards. The first person took my card information and left. Another employee then came over and asked for my credit card again. When I explained that I had already provided it to her coworker, she got up and walked away without explaining why she needed it. She later returned, asked additional questions, and once again requested my credit card. When I asked specifically why she needed it, the explanation I received was essentially “for something.” I am not handing over my credit card repeatedly without a clear explanation of why it is needed. Another staff member then asked whether we wanted to take the boat ride “today or tomorrow.” That made absolutely no sense to me. We were tourists staying elsewhere and had arrived specifically because we believed we were going to Cozumel that day. Why would I travel to a resort I am not staying at, skip the excursion I came for, and return the following day? At this point, we still had not received the breakfast we were promised. My best friend asked whether we could order alcoholic beverages since we were on vacation. We were told we could have them “at the end.” When she asked, “At the end of what?” the staff member responded, “the demonstration.” That was the moment everything became clear. We had apparently been brought there for what seemed to be a sales/timeshare-style presentation, despite the experience having been sold to us as a Cozumel excursion. Had someone been transparent with me from the beginning and said, “You are receiving this excursion in exchange for sitting through a presentation,” I could have made an informed decision. I may have even agreed to participate. Instead, I felt hustled, misled, and treated as though obtaining my financial information was more important than providing hospitality or explaining what was actually happening. Eventually, yet another staff member asked for my credit card. I declined. She then asked whether we had an activity planned for the day. Yes. We did. The activity we thought we had purchased. By then, I no longer had confidence that the excursion we actually came for was going to happen, and I was unwilling to spend more of my vacation sitting there confused and uncomfortable. I told them I wanted to leave and would get a taxi. That is when the treatment went from bad to worse. Three different staff members told me that transportation would be arranged and that the $40 I had originally paid would be refunded. Once I walked outside, however, I was suddenly told that they would NOT refund the $40, that I would have to go back to the airport and somehow locate the original person who sold us the excursion, and that I would also have to pay for my own taxi. The entire experience was exhausting and incredibly disappointing. What bothers me most is that Xcaret is marketed as one of the premier experiences in Mexico. The property itself may be beautiful, but beautiful surroundings do not compensate for poor hospitality, confusing communication, aggressive requests for financial information, and making guests feel misled. I have received warmer, kinder, and more professional service at places with a fraction of Xcaret’s reputation and price point. I came expecting a memorable vacation experience and a trip to Cozumel. Instead, I left feeling uncomfortable, disrespected, and as though my time had been intentionally wasted. If an excursion involves attending a sales presentation, say that clearly BEFORE taking someone’s money and transporting them to the property. Guests should be able to give informed consent about how they are spending their vacation time. And if you are going to market yourself as a world-class destination, the service should reflect it. Unfortunately, based on this experience, I cannot recommend Xcaret and would be extremely hesitant to return.

Response from the operator: Dear Alexis, Thank you for taking the time to share such a detailed account of your experience. We sincerely regret that the information provided regarding the invitation to the presentation was not clear and concise, particularly concerning the nature of the activity and the conditions associated with the excursion. We understand how important transparency is when making decisions about how to spend valuable vacation time. We are also sorry that the arrival experience, transportation arrangements, communication from our team, and requests for payment information left you feeling uncomfortable and without the confidence you should have had throughout the process. This is certainly not the welcoming and attentive service we strive to provide. Your comments regarding the presentation and the way the excursion information was communicated are valuable, as they highlight the importance of providing visitors with complete and understandable details from the outset. Thank you for giving us the opportunity to learn from your experience and continue improving the way we serve our visitors. Saludos cordiales. Yamileth P. Grupo Xcaret – Servicio al Cliente. +52 (998) 883-3143 - US 855-326-0682

via Tripadvisor

A word of caution for travelers with accessibility needs.

A word of caution for travelers with accessibility needs. I am a full-time power wheelchair user, I booked our entire trip (transportation, hotel, and excursions) through Cancún Accessible. I was very open and detailed about my disability, my functional limitations, and the equipment I use, trusting their expertise in accessible travel. I also researched Xcaret through its website and online reviews, because it was supposed to be the highlight of our vacation. I understand that no attraction can be perfectly accessible and that not every exhibit or pathway will be suitable for every disability. I simply expected that the routes and restrooms identified as wheelchair accessible would be safe to use. Unfortunately, that was not my experience. Despite following only routes identified as wheelchair accessible, I encountered inaccessible paths, very steep, wet, and slippery ramps, inaccessible restrooms that required me to be physically lifted twice by employees, and multiple situations where I had to be rescued after becoming stranded on designated accessible routes. Instead of enjoying the park, much of our day was spent waiting for assistance and dealing with accessibility barriers. Xcaret is a beautiful park, but based on my experience, I cannot recommend it to travelers with significant mobility disabilities without urging them to ask very detailed questions and not rely solely on general accessibility claims. I hope sharing my experience helps others make a more informed decision before booking.

Response from the operator: Dear Daniela, Thank you for taking the time to share such a detailed account of your visit. At Xcaret, we strive to create memorable experiences for all our visitors. As a natural park, many of our trails and attractions are integrated into the surrounding environment, which means that certain areas present natural terrain and elevation changes. Even so, we have developed accessible routes and pathways to facilitate mobility wherever possible, and we continuously work to improve our facilities while respecting and preserving the natural landscape that makes Xcaret unique. We regret to learn that you encountered difficulties along routes identified as accessible and that you required assistance on several occasions. This is certainly not the experience we aim to provide, and we understand how this situation makes you feel. Your comments regarding the accessibility of specific paths, ramps, and facilities are extremely valuable and will be shared with the appropriate teams for careful review as we continue evaluating opportunities to improve accessibility for our visitors. Kind regards. Brenda H. Grupo Xcaret – Customer Service. + 52 (998) 883-3143 - US 855-326-0682

via Tripadvisor

Awesome place

The place is awesome, but next time I will skip the dolphins experience the personnel were rude with us.

via Viator

Awesome Park!

Xcaret is one of the best parks to visit in the Riviera Maya. If you don’t visit this place, it’s like you never visited Playa del Carmen. Highly recommend!

via Viator