Overall good experience with many activities if you visit the Xcaret parks. We might consider returning in the future.
Here's the bad experience:
We were a group of 18 guests. Pre-arrival communication (phone & email) was useless as our requests and bus reservations were not done (except for 1 dinner at XinGao restauran). We waited 50 mins for the bus CUN-Hotel. At hotel, check-in was a complete nightmare, plus our rooms were available until 4.30pm, so, regarding waiting times, we waited 50 minutes at CUN airport, then 1hr transportation to hotel, then 1hr for check-in, almost 3 hours wasted doing nothing but wait... Why Xcaret Group doesn't have an app where you can do your check-in (submit docs and credit card), and you get your bracelets during the bus transportation like major cruise lines or other resorts? One of our rooms (#1238) faced a wall, this is totally unacceptable for a room rate higher than US$800/night. This was our 8th visit to Xcaret Hotels, and 3rd time to Las Cuevas restaurant, and you simply don't get it right; the restaurant is very hot (even in April), service bringing the steaks is very slow, and the steaks leave much to be desired (dried and chewy); you really need to find another cuisine/concept for this place. At XinGao, the food was average and steak again overcooked (we were at the Teppanyaki tables). Also, service at Las Playas and Trajineras was very very slow, we are talking about over 1h30 each seating, to the point we would skip dessert.