We had an amazing time. The location, cleanliness and friendliness of the staff is what sets this resort apart from anywhere else we stayed. It’s just beautiful!

The resort has some weird policies that don’t make sense. I was wearing a nice long dress to dinner with white flip flops and was sent back to change my shoes. People that wore gym shorts and old tennis shoes were allowed in. Very strange! Also, the room will get cleaned anytime between 9am and 5pm and then the turn down service comes shortly after. It’s very inconsistent. I don’t know why the room doesn’t get cleaned in the morning?

I've stayed twice at this hotel. I love everything about it. It's perfect in every way except for some very rigid rules they have with the deposit. I guess they want to avoid unhappy situations. But this is serious and you should read the bad part as well before booking.

The rigid rule did not allow me to leave cash as deposit ( they only offered to change to pesos - what could I do with pesis at the end of my vacation going to the airport), and they do not accept debit cards either. So they charged me 200 USD promising to pay it back on check-out. It's been 1 month and 1 week and I have not received my money back. The hotel no longer answers my emails requesting the proof of payment I could use with my bank. A hotel at the level of Xcaret Arte is ignoring a 2 time customer and the return of my deposit. So this is a big red flag for me. I no longer trust this hotel. Hope someone sees this and takes some actions. I'll tell everyone how I was ripped off by a luxury hotel.

Everything included/the property

The reservation only restaurants were super hit or miss! They target you for a meeting about their ‘destination club’ for 90 minutes, really it’s 3 hours of them trying to sell you a convoluted time share and refuse to take no for an answer. Really ruined our trip.

Beautiful hotel, comfiest bed ever and really spacious and great room! The food and drinks were great and service was also very good! Would definitely go back. Do explore the hotel, there are many wonderful spots and activities to be enjoyed.

It was tricky to find our way around the hotel's many buildings and levels. We were approached a few times to be part of a session to show us their new hotel and subscribe to a club, we were also asked by at least three staff members upon checkout, if we would like to buy an extra stay at a discount. Not a bad thing, but just a little annoying to say no to the same thing many times when you just want to relax and use your time differently (and you've already paid a lot to be there).

clean, spacious room. beautiful beach.

We stayed 5 days and couldn't get to try the restaurant we want. There was additional charge per person for some restaurants which they shouldn't say "all inclusive" and it was almost impossible to book the Japanese restaurant for dinner, it was already fully booked for the whole week when we arrived there. we have very limited choice of place for dinner and ended up going to the same place for 3 days.

We really enjoyed our stay here! We loved the food at the two buffets for breakfast and the restaurants, especially Chino Poblano. Getting to the different parks was seamless since there's always a shuttle running. It rained a little bit, but it seemed like there was always something to do so it didn't make the trip feel that bad. Definitely recommend a week for those who come here to be able to do everything.

The jets of the hot tub in the room shot out black stuff and not all of them worked. There were a lot of mosquitos coming into the room so we got bit a lot, which I didn't expect because it didn't happen the last time we came to Cancun. Sometimes the employees can be pushy with selling the Mexico Destination Club packages.

This is by far the best hotel we have ever stayed in, the food is delicious at all restaurants and a highlight for us was dinner at Tah-Xido - the food here is exceptional. The staff were incredible. From the checkin process all the way through to checkout and airport transfer, we received amazing service. We were waited on every second of the day, your cup will never be empty. We especially want to thank Carlos of Cuyoco, Jorge from guest services, the housekeeping staff who made sure our room was perfect every moment we returned from our day and the staff handling the luggage who made our experience seamless. The hotel is beautiful, with something happening around every corner. From ice cream stands and taco stands, to musicians and the secret speakeasy. Even pottery making! Everything has been thoughtfully put together and presented. We treated ourselves to hydrotherapy at Muluk spa - a dream! Now for the parks…. Xcaret, Xplor Fuego and Xavage were awesome! Whilst the food at the parks is good, the food at the hotel is top quality, so recommend planning your day to have food at the hotel where possible. What an awesome experience!!!

Only negatives to share are 1. Due to the long lines at Xplor fuego, we were only able to complete 3 activities and 2. We decided to get room service after our return from Xplor fuego (11:30pm). We couldn’t find a menu in the hotel room for room service. We called reception asking for a menu at 11:45pm, 45 mins passed and no menu was brought to us as promised. (12:30pm) We then ordered over the phone without a menu (said it would take 45 mins). At 1:40am we still had no food at which point we called to cancel as we needed to wake up early for Xavage. At 2:10am someone wok us up to deliver the food.

Lots to see. Property is beautiful. Access to the parks are great. Beds were comfortable!

Still feel like it's a lot of money for a week. Even though we don't need reservations for supper at some spots, they aren't very organized with the seating schedules. We went to Arenal and was told we would have to wait 30 mins for the next seating. We agreed it was worth the wait. It was over an hour and people after us were seated before us even after bringing it up to their attention that we were still waiting, so we left.

Really nice

No music at the pool

This is one of the most beautiful properties I have ever seen. The design was breathtaking and elegant. It lives up to is name, loaded with local art and arts and crafts.

I wish there had been more nightlife outside the parks. There was nowhere to get a cocktail before dinner besides the restaurants. Having a traditional cocktail bar with live music before dinner would have been nice.