Considering the scale of Grupo Xcaret, my wife and I were disappointed by the lack of effective communication with their guests. Unfortunately, during our vacation, we encountered issues with the hotel due to the Guest Service team's failure to communicate clearly.
Prior to our stay, I made multiple attempts to contact Guest Service via email and phone to confirm the transfer from Cancun International Airport to the hotel. However, I did not receive any response. One day before our check-in, I tried reaching out again, but it was a challenge, I had to call four times before finally connecting with the Guest Service Manager. She informed me that Hotel Xcaret does not provide shuttle services for guests who do not arrive in Cancun on the same day as their check-in. Additionally, they do not offer hotel-to-hotel transfers.
The lack of communication was frustrating, as I had sent multiple inquiries, including through Expedia, yet my specific question remained unanswered. We were not informed of these policies in advance and were simply expected to be aware of them. What was even more disappointing was that, despite my request, they did not offer a complimentary shuttle service from a hotel in Cancun to their property, even as a courtesy.
Considering the premium rates per night, my ratings for the hotel are as follows:
Guest Service: 0/10
Hotel Campus (Beaches, Caves, Arch.): 10/10
Room: 7/10
Services & Staff: 10/10
On-campus Attractions: 4/10
Access to Restaurants: 3/10