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Hotel Xcaret: FAQs


Here you can find information about the most common inquiries our customers ask.

  • Reservation & Payment
  • Hotel Information
  • All-Fun Inclusive®
  • Suites
  • Restaurants & Bars
  • Services & Entertainment
  • Groups & Events

Where can I book?

You can book through our official website or by contacting our Contact Center.

What forms of payment are accepted?

We accept Visa, MasterCard and American Express.
*If you want to pay with two different credit cards, please make a call to our customer services numbers.

Is my credit card information safe when I make my reservation?

Yes. The data you provide is encrypted, so we offer you security for all your transactions.

Can I pay for my reservation when I make my booking at the Hotel?

To guarantee your room you need to complete your payment with a valid credit card.

Will my credit card be charged when I make my reservation online or by phone?

Yes. All reservations made on our official website or our Contact Center require 100% payment.

Can I extend my stay at the Hotel during my trip?

Yes. However, any extension of stay is subject to our availability, so it is not possible to guarantee that the stay can be extended in the same category as you reserved.
Some additional charges may apply for difference in rates depending on the day, season, number of additional people or room category.

Can I pay for reservation in someone else’s name?

Yes. For your protection and security, we will request a copy of your identification and a copy of the credit card used to make the payment, at check-in.

Is it possible to change the dates of my reservation, or cancel it?

Yes. With the applicable penalties charged, is possible to make a date change or cancel your reservation at any time. Get in touch with our Contact Center to learn about the penalties.

Do you have rates for quintanarroenses?

At the moment, we do not have discounts for quintanarroenses but we are constantly publishing offers to book your holidays with the best rate.

Which preventive protocols are you adopting for guests arriving at Hotel Xcaret México?

In case that a guest from Hotel Xcaret México or a member from México Destination Club presents symptoms such as cough, sore throat, runny nose, and/or red eyes, or a temperature higher than 100.4 °F (38 °C) before boarding our transportation at the airport, they will be transferred on an independent vehicle and attended by the medical staff of the hotel upon arrival.

For further information about the Grupo Xcaret sanitation protocols, visit our webpage Xafety 360.

Where is the Hotel Xcaret Mexico located?

The Hotel is located in the Riviera Maya, a few minutes from the landmark parks of Xcaret, Xplor and Xenses, and very close to the center of Playa del Carmen.

Does the hotel have a beach?

Yes. For your comfort and enjoyment, we have a beach area and signposted accesses.

How many suites does the Hotel have?

Hotel Xcaret Mexico currently has 900 suites.

Is there access for people with disabilities at the Hotel?

Yes. The Hotel has ramps and accesses for wheelchairs, as well as some rooms equipped for people with some disabilities.

Does the hotel have a section for adults only?

Yes. Some of our adult suites are conveniently located in Casa Agua and Casa Fuego.

What is the check-in and check-out time of the Hotel?

Check-in is at 3:00 p.m. and check-out is at 12:00 p.m.

Is it possible to enter before or leave after the established check-in and check-out times?

The hotel has early check-in and late check-out service, subject to availability and additional charges. Some rooms have this service included in the rate. For more information contact your Guest Service Manager.

What time do you have access to the parks on the day of check-in and on the day of check-out?

Access to the parks is available from the moment of your check-in, since the high-tech bracelet you receive will give you automatic access.

If your arrival flight is prior to check-in time (3:00 pm) please contact your Guest Service Manager who will assist you at any time.

Is transportation from the airport to the Hotel included?

Yes, transportation from the airport to Hotel Xcaret Mexico is included in all our booking categories. However, due to airport policies, this service is only available to guests arriving at the destination through a confirmed flight.

Does my stay at the Hotel include access to the parks of Grupo Xcaret?

Yes, with our outstanding ALL-FUN INCLUSIVE® concept, fun is also included during your stay. Enjoy our parks at the time you want and book with your Guest Service Manager.

Does my stay at the Hotel includes admissions to Xcaret Xailing?

Yes. As part of our innovative ALL-FUN INCLUSIVE™ concept, your tickets to the Ferry to Isla Mujeres by Xcaret Xailing, plus round-trip transportation service to the Embarcadero Isla Mujeres por Xcaret in the Cancun Hotel Zone are included.

Do I have to book a minimum number of nights during my stay at the Hotel to enjoy the parks of Grupo Xcaret?

You do not need to book a minimum of nights. You can enjoy our parks starting from only 1 night. Consult your Guest Service Manager for more information and assistance.

Are food and drinks included during my stay at the Hotel?

Yes. With your stay at Hotel Xcaret Mexico you will enjoy the restaurants and bars of the resort. Keep in mind that some consumer centers are exclusive for certain room categories.
The HA´ Restaurant is not part of the ALL-FUN INCLUSIVE® program and all meals have an additional cost that can be paid at the establishment or charged to your room account.

Are food and drinks from the parks included?

Food and drinks are included at some parks. For more information, consult your Guest Service Manager.

How can I get to the parks and tours of Grupo Xcaret during my stay at the Hotel?

To enjoy the Xcaret, Xplor, Xplor Fuego and Xenses parks, just take the complimentary shuttle that leaves every 20-30 min from the resort. For other parks, consult your Guest Service Manager for service hours and reservations.

Are Muluk Spa treatments included during my stay?

No. Spa treatments are not part of the ALL-FUN INCLUSIVE®, however some Spa categories include treatments and massages during your stay.

Are the optional activities in the parks included with my stay?

No. Optional activities are not included and must be paid for when booking the activity.

Are the photographs in the hotel included?

No. Photographs are not included.

Are the photographs from the parks that I visit during my stay included?

No. Photographs from your visits to parks and tours are not included, but include a special discount for Hotel guests. Check with your Guest Service Manager for more information.

Are there suites at the hotel for people with disabilities?

Yes, some of the hotel suites have certain adjustments and access for wheelchairs, which are available to you with prior request and are subject to availability.

What is the maximum capacity of each suite?

The rooms have a maximum capacity of between 3 and 4 people, between adults and / or children, according to the category. In the case of the 'only adults' categories, the maximum is 3 adults. In the case of the familiar categories, the maximum is 4 people, including children and adults. (With an exception of the Master Suite (adults) in which 5 adults are allowed, and the Family Master Suite, which allow up to 5 people between children and adults).

What should I do if I have a special request?

When you make your reservation, we will give you an option to send us your requests. Please note that any special request is subject to availability and/or additional charges may apply.

Can I invite other people who are not staying at the Xcaret Mexico Hotel to my room?

No, for the safety and privacy of our guests, access to people who are not booked at the Hotel is not allowed.

Can I smoke in the rooms?

Smoking is not permitted inside the rooms.

Does the hotel offer cribs or extra beds?

The hotel does not offer extra beds service; however, all rooms have a double sofa bed. The Hotel offers you cots - subject to availability. (Check the maximum capacity of each room, depending on the category).

Which restaurants are included with my reservation?

All restaurants and bars are included with your stay at the Hotel, except the restaurant HA that has an additional cost. Keep in mind that some establishments such as Fuego Restaurant and Las Playas are exclusive to some room categories.

I am a vegetarian, are there vegetarian or vegan options in the restaurants?

Yes. Please inform your Guest Service Manager about your food preferences.

Are restaurants and bars open year-round?

No, some restaurants are subject to seasonal availability.

Do I need to book my transportation from the airport to the hotel?

The shared shuttle service does not require a reservation. However, if the room you booked has a private service, you must confirm with your Guest Service Manager 24 hours in advance.

Does the hotel have sports facilities?

Yes, the hotel has tennis courts, paddle courts and a functional training circuit, as well as 3 gyms (some are exclusive for guests of certain categories).

Is the WIFI internet included?

Yes, the WIFI is included in all areas and in the rooms

Do visits to the parks of Grupo Xcaret require a reservation?

The parks Xcaret, Xplor, Xplor Fuego and Xenses do not require a reservation. Other parks and tours do require prior reservation.

What are the activities and/or services available to children?

Hotel Xcaret Mexico has a Kids Club with several activities, specially designed to let the imagination of the little ones’ fly. In addition to a Family Club, in which the whole family can enjoy pool tables, mini-soccer table, air hockey and a TV, among others.

Does the hotel accept pets?

Yes, Hotel Xcaret Mexico is pet-friendly, so you can stay with your pet. Check with your Guest Service Manager for additional cleaning fees.

Does the hotel offer wedding or honeymoon packages?

Yes, the Hotel offers different packages to celebrate that special moment. We have outdoor areas, beautiful lounges and exclusive spaces in our Parks. Check with your Guest Service Manager for more information or visit the weddings and celebrations section click here

I want a quote for a wedding.

Allow our impeccable service and specialized personnel to help transform your dream into reality. We invite you to write to infobodas@hotelxcaret.com, so that our experts can guide you.

I want a group quote.

To quote groups, please write to giturralde@xcaret.com, who will gladly follow up on your request.

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