AC is horrible - it airs to your face which makes your sleep very uncomfortable - a very strange HVAC design.

Example: our air conditioning was not getting enough cold.

The fan was falling down ans tiles were broken.

Though, next days after this accident AC worked much worse,

I ignored this smell and thought maybe the air needed to circulate.

Our only reservation about the hotel in general was that their AC only cooled the rooms down to about 70F (which is fine if that is what you are used to - we were not).

1) The air conditioner in our room didn't work.

Here are some examples:
•	Light in room didn’t work
•	Tap in bathroom drips
•	Aircon in room needs updating – it is noisy (bit hard to sleep

Also, the gym air-conditioning never worked in the week we were there which made for a very sweaty and uncomfortable workout each morning.

We asked lobby four times to fix our ac until finally the manager told us the temperature will not go below the set temperature.

Upon entry to room (which you had to go up a flight of stairs before reaching the first level of the unit).

Or maybe it was the ceiling fan blade that was mostly disconnected.

The only issue we had was lack for air conditioning at dinner time at Spice Restaurants.

Only complaint is lack of A/C in the restaurants which was extremely uncomfortable as it was very hot, also no answer when calling the front desk, or operator.

although slightly dated and the AC is definitely not what we have at home.

although the room never totally cooled off to our satisfaction.

The air conditioner in the rooms barley work.

After getting to our room, showering and changing, we went to the restaurant to see if we could get in early and were delighted to see the restaurant only had about 50% of the tables occupied.

had leaks from the ceiling - what a horrible vacation!

The shower is too small and the bed and mostly the pillows are maybe the worst I have ever experienced (lumpy).

We couldn't shower or even flush the toilet.

half of the pools were down/broken
the toilet in our room kept running

However, everything is quite outdated: bath tab with some spots and scratches, fossettes, even some electrical switches are not functioning well.

Rooms were dated and one sink didn't work.

Missing toilets seats in public washrooms, missing light bulbs, beach no longer groomed, seaweed and plastic not raked up, not enough umbrellas at pool, chairs being reserved at 5am, lots of vip signs reserving chairs.

However, on night one at the hotel, my husband woke up at 3 am to use the restroom and found our room flooded in standing water.

The room amenities are very disappointing  only 1 x 30ml shampoo in the shower.

The restroom nearest the buffet and main pool had gaping holes in the floors under the sinks where the tile had been jackhammered to allow plumbing repairs and had never been filled back in.

Room - Perfect
Negatives: There was some bad looking patch-work in the bathroom on the ceiling.

The only issue with the room was the whirlpool in our bath was not functioning.

The bath jets had corroded, and as a result were rusted and brown, the bath itself was dirty.

First dirty, second toilet flooded and shower broke.

Main Level of room, had couch, TV, Bathroom, so he would only have to go up the flight of stairs to bedroom when we were actually going to bed.

Im not sure what was going on with the faucet,

It wasn’t just my wife who felt hot there, there was others who were saying that after the meal they had to go their room to have shower because during the meal they sweat so much.

Also, our toilet clogged in the middle of the night and we were unable to get a hold of anyone to come and fix it.

We even went to Sunday mass at The Chapel of Nuestra Señora del Carmen.

They led us in everything from bingo to Name That Tune and we had great fun joining in - it really livened up the day.

We enjoyed the pools, entertainment, and restaurants.

We enjoyed the after party because the entertainment team made it 10x better.

Some of our favorite highlights were the daytime activities, including volleyball led by Carlos and the aqua gym and Bingo games led by Tristan.

Food, drinks, beach, pool, evening entertainment, service, and staff all 5 stars.

We thoroughly enjoyed the pools, the food, the drinks, and the entertainment.

He can dance, lead Aqua Gym, and do backflips into the pool.

The staff provided entertainment such as salsa lessons, volleyball games and karaoke.

Carlos and Entertainment staff were great!

The entertainment was to our taste with talented entertainers.

We didn’t check out any of the shows at the theatre.

We did go to the beautiful theatre a few nights, and they did try to put on a good show (Live bands, karoke),

The staff is top notch, entertainment during day and night, as well as the quality of food is really wonderful.

Friendly staff, great view of the ocean from the pool with fun, entertaining activities and good food.

Special shoutouts and thanks to: Sucel (our concierge); Claudio, Tristan, Alonso, and the entire entertainment team; beach/pool servers Luis and Javier; and the nighttime bartender and Bar Allegria was the best - he’ll remember your drink for your whole stay after your first order.

Bar entertainment Area had great musicians ,

-We thoroughly enjoyed the silent disco, it was on one night during our stay and had two channels.

There is live music by the beach sometimes and there is also a theatre with live shows,

So I began again and while correcting a typo, the same disappearing act occurred;therefore, unlike my usual detailed and lengthy reviews, in an effort to insure that you, the reader, gets to read about how wonderful we feel Royal Hideaway is, I will make this review much briefer, to insure, it too does not disappear.

but I am remiss in not getting many names--the music was relaxing (a lot of guitar and mandolin duets--so fun--lot of instrumental covers of traditional hits that Pavarotti sang) . .

Royal Hideaway Playacar

bathroom

Free parking

Free High Speed Internet (WiFi)

Pool

On Sunday, we were able to enjoy catholic Sunday mass at the Xpiral chapel.

The views of the chapel and ocean were stunning.

There’s so much to see all over the place; from the cove, to the multiple pools, to the Macaws, to the restaurants, and all the way to the top of the chapel on the hill.

We loved our room with the view of the waterfall under the chapel!

Osiel from Xavage and Fernando from the chapel carts, are also worth noting for their heart-warming service!

Eat at Las Cuevas, check out the sunrise from the chapel, and take the boat ride to Xcaret Park.

• DO NOT miss and go to the top of the Chapel and don't be afraid or get intimidated with the potential hike.

The hotel, parks, pools, beach, and chapel are incredibly beautiful and well maintained.

The suite overlooked the chapel and had a partial ocean view.

Opened a dispute with my credit card company.

but for a $30 USD delivery charge they could get her what she needed.

Balcony’s door never worked and had 2 people trying to fix it for 2 full days in the room ( so never had privacy or felt like “home”) had to be out of the room so we can get change in the public washrooms with my kids (since they were using the washroom cuz the card that makes the balcony works is in the washroom’s ceiling) .

When we checked out we had a credit due to a refund during the trip.

The last few hours of our holiday where ruined by a member of staff on the  checkout desk he advised us that we had charges for no shows on booked excursions one of the excursions was in fact cancelled by us and we had the cancellation confirmation code and the other excursion we had  attended and had our names registered at the time along with being asked for our wristbands.

During the entire trip, we really only had one issue, a cancelation fee that was incorrectly charged to us.

They charged more for a child than an adult to stay.

My balance can be poor at times so I would have appreciated handrails on the steps.

Upon returning to the resort we went to the concierge and we explain our situation the first person that helped us, she explained to us that we had to make the reservations at the concierge in order to get our credit back.

There was a fotographer on board taking pictures for additional charge.

..they charged us 200.00 usd for late and they had taken our luggage out of the room.

The hotel travel agency will refund the hotel charges if needed

although everyone reassured me that with my proof we would either recieve a credit for a future stay or refund.

They created so much drama I said go and charge me extra I don't care.

Sales People & Sales Manager “CARLOS”
Quick Resume : They Sold my parents Gold Package ($65,000  with $19,456 Down Payment - $840 Monthly Fees  , Sold them the stars , • $2,000 a year in Flight Reimbursements •750 Nights at their Hotel Arte & Mexico All inclusive - Nights consisted of weekly stays where We would be Charged for 1 Day at the lowest Rate Available for room type at date of stay for you to get a 6day 7night Stay !!!

We only carried small bills to tip which made it safer than lugging around credit cards.

TIPS: Make sure if you book anything (spa, restaurant or parks) you cancel your reservation if you need or you will be charged a no show fee of $28 per person.

If you are going to charge extra for a superior food experience you had better deliver a better "gastronomy experience" as they market themselves online.

They would not reverse the charge for the upgrade and or return any money for the downgrade.

At the 90 minute presentation I was given a 300 spa credit and 50 dollar discount to swim with the dolphins, only during our move of the room the spa discount was lost and the hotel refused to honor the credit

I booked a stay and paid in full. Policy states "Changes and cancellations 21 days prior to the arrival date before 3 PM local time, without penalty, afterwards 100% of the stay applies// Modifications subject to availability and the current rate will apply."

I would have to pay the same price (more than $4,000)

I was promised to pay $699 at checkout and $1,300 later, for 5 nights, bur told them I couldnr because wife is pregnant.

We paid $15K for the stay including air tickets.

I though it was strange that I had to pay for a day pass for their babysitter

We requested, asked, paid full price and did not get even side by side rooms.

Honestly no idea why this hotel is so expensive.

Also they SIGNIFICANTLY crank up the price.

Also, the prices are going up and up and it’s time to stop with the increases.

But I've paid less to stay in 5 star hotels and had service on a much higher level.

3) Had to pay a $130 cab fee to return to our hotel

4) They scan people with children and have no mercy 

We refused to participate in this hotel scam selling our shares, and we were treated badly.

In fact we purchased 4 more nights at discount on the way out at a 1/4 of the price that we get 18 months to decide when to use.

Very disappointing experience for $4,000 USD for myself and $8,000 USD for my family.

Then the so called certificates you’re given at the discount rate of $249 for a 4 day vacation, are no longer $249

I keep asking myself whether I will hear back from the hotel or even get my money (almost USD 10 k) back…

but again you can find cheaper flights through other engines.

Unfortunately it is even more expensive to stay.

but surprise blackout periods, surprise fees, limits, conditions, complexity and poor service at every turn.

The room was clean, room service was great, there are so many restaurants with a vast amount of different foods, shows, words cannot express my gratitude for Alejandro Barrera, Rebeca Arvizu, Iván Meléndez & Daniel Elkhoury they were excellent with my family and myself.

Teppanaki exceeded expectations -- our chef was entertaining and put on a good show, and the food was pretty good.

Xplor has good ziplining, Xcaret has a great show in a giant theater, Xenses has a mind blowing town where when you walk uphill it is actually downhill (nice illusion).

reservations, show times, activities, etc.

The employees of this hotel really make you feel like an individual and are so attentive and friendly, the atmosphere is always full of entertainment, the cleanliness of the hotel is on point, and don’t get me started on the food, so many restaurants to choose from and All were delicious.

Entertainment, musicians, dancers, theater, magic show.

They celebrate with special cake and the show was amazing!

(Side note: for over a year I have been talking to my kids about how amazing this show is and they were SO excited.)

The experience of the Mexican art, the exposition to the cultural heritage thru the entertainment and the food is arguably the best around.

Mojitos at the beach bar were the star of the show and traditional margaritas were excellent (unless you want a sugar bomb). Service.

Xcaret park and the show at the end is a must any time you come here.Remember to bring a change of comfortable and fresh cloghts….if your still wet you will not dry!

Sitting in the lounge chairs by the lush ocean pools is magic.

Just ask him to do his thing and he will make your taste buds dance.

Love the random entertainment they have around, wish we had a schedule

The boat captain and the navigator put on a great show for myself and my wife!

You just have to make sure the park are scheduled or organized to make sure you do all you can and make sure to read schedules of even restaurants and shows

I love a good silent disco, theme party—so miss that here.

it's beautiful and entertaining despite being over quicker than expected.

This beautiful trio of AMAZING staff members took FANTASTIC care of me up there!

Hotel Xcaret Mexico

price

creditcard

Oh and take time to go up to top pyramid chapel. Breathtaking!

You have breakfast where they collect your info, then you walk around the resort, and finally they end at the chapel where they try to give you all the numbers.

We enjoyed a beautiful Christmas morning mass at the chapel at the top of the Xpiral.

When I was done with brunch I was rolled back to the chapel where Daniel again picked me back up.

We did have access to Xcaret Mexico, which made for great walking adventures as well as going up to see the view from the Chapel.

I send several emails made plenty of calls and I never got a clear answer about my honey moon photos, not even a “no you won’t get”, they took my data many times by phone,

I almost ruined my trip because I lost my husband’s phone. But!!!

First, the room service menu is not readily available, you have to call the concierge and they will hand deliver a QR code 1 hour after you call.

(Reservation)

2> Cayuco-  Octopus rings,  wouldn't order this again.

We are here now- we got a phone call two days ago that one of our 2 rooms was booked in arte and the other on the mexico side.

I had to call to get the sprites I requested.

The staffer said she couldn't contact them and then proceeded to call the staffer (Erick) right in front of me.

Also the pictures are not working at any of the parks, maintenance or something, that’s a bummer, because we hardly have any pictures from the parks, since we left the phones at the hotel, no one advised us, the photos wouldn’t work until further notice, they just said maybe until the end of the day.

Photo opportunity all over the grounds, beach, pool, and river you dont have to carry a camera or your phone

Had to call in front desk to get refills which was annoying.

The two maintenance guys also got into a huge shouting match with each other outside our door to the point where we had to call reception.

Then 10 to 15 minutes later our waiter was asking the guests around us for last call.

After paying our $700 deposit they call us to tell us our discount is no longer any good since we already did their membership tour and declined it… 
They punished us for THEIR mistake.

And i can't do it until a month out and then when I call there are only late times available.

- The mini fridge was only stocked one day out of six, I had to call and request that it would be refilled almost daily.

I then go to their room and call for a Manager to come to the room.

And if that still isn't enough, the buildings have smaller coves, as I call them, with a bar and beach area that lends access to a river you are able to float through around the property.

The little water proof phone holders were snapping off for people.

hydrotherapy sessions must be made the day off - call early the day of to book

- picture taking stations (Xelfie) either didn't work OR amount of guests waiting to use them (especially when doing multiple poses with no regard to the others waiting) was frustrating.

this should be able to be done via email or phone.

I was also unable to obtain an invoice that broke out the taxes and fees from the total reservation cost when booking with the hotel directly  - so I could not get a price match.

Definitely does not worth the price they are asking.

By the way, we paid full price for a  presidential suite, so this is an authentic, unbiased  review. #tripofalifetime

This resort did not live up to my expectations for its hefty price.

Despite the horrible presentation, we did enjoy my birthday being there and was looking forward to coming back to utilize our membership now we feel it's not worth what we paid.

Not to mention how much the prices have gone up since we got our membership.

Just be upfront about it, don’t use the same old cheap tricks.

For the exorbitant amount paid for this hotel, one would expect a modicum of attention to detail and customer service.

When we asked about the hotel busses, we were told we couldn't board them, so ended up paying $120 USD for a taxi.

I also said I would look into pricing and let them know what I found out.

For this, we were given over a $100 USD and given no notification or warning.

We then inquired at the front desk about a refund as we had already paid up front for the photo package.

If you go to Xel-ha be prepared to get bored within 3 hours, you have to pay for 90% of the activities, even if you’re staying at the hotel.

The only regret that I have for the whole trip is that we didn't stay longer and also that we didn't take advantage of their special promotion by booking a return trip at a discounted rate when we left.

Also annoying that their nightly rates have been going up significantly, for no visible improvements.

I understand offering extra amenities to those who pay more,

I WILL NOT BE PART OF THIS RESORT"S DISCRIMINATION EVER AND NEVER AGAIN WILL I BE HERE> I WILL NOT PAY THIS MEMBERSHIP RENEWAL_ NOT WORTH MY TIME TO BE DISCRIMINATED> SORRY!!!

But the staff said then we need to upgrade and pay for it ours selves.

You can either go by staying at the hotels, or on your own paying the entrance fee, not big deal.

HXA really has gone the extra mile with covering all the things you would be looking for in an all inclusive resort - great food, entertainment if you want it, access to xcaret parks, and absolutely breathtaking views.

In keeping with the theme, they even offer classes in pottery, dance, painting, textiles, etc.

Would also like to see a list of the location and times of the entertainment.

* Artists rooftop pool closed twice for special events at 4PM during our week-long stay.

For example, there was a show at Casa De La Musica on one night that I had no clue about

The brunch Dominical was phenomenal as usual, the Teatro del Rio Caribbean show was entertaining and the show at Casa de la Musica stage featuring Diego Rivera was well put together 

Special mention to the below staff who greatly enhanced our experience.

Besides the spectacular service and food, the resort is gorgeous, the parks are thrilling, and the Mexico Espectacular show left me speechless and awed.

We got one from the restaurant Tah-xido that blew us away, I won't say much, I will just post the picture so you all can see the amazing work these artists did!

The resort is beautiful, 11 restaurants, amazing food, beautiful pools, river and access to the beach, a dance club, rooftop bars, and so many beautiful plants!!

Must try the trio brusqueta, hamburger and for desert try avocado!

See the Mayan show at casa musica, was our favorite show.

And some staff act like they couldn’t care less about being there.

Xcaret parks are included, don’t have enough space to mention every single staff that daily made our stay smoothly, we visited the cantina VIP bar every night for live music and dancing, the resort had taco stands, fruit stands, etc.

New years eve buffet was extremely high quality and entertainment included the Elvis show from Vagas.

They were funny and extremely entertaining and made our stay at the artistas pool very pleasant.

(We have adult kids and no grandchildren yet, so aren’t yet back into the kid loving stage, so we loved this aspect of it.)

ENTERTAINMENT
Well they had some ppl playing music in the outdoor theater, and a disco.

but Sunday and then it is followed by an amazing show or that they have bands and events by the infinity pool at 6pm and bands in certain restaurants.

They would eat from the buffet trays with their hands, act out and just make the whole experience like we were trapped in a cheap hotel during spring break.

Hotel Xcaret Arte

phone

However we did visit the chapel which was sweet.

Next to the chapel, there's a new arcade.

That was disappointing as drills and group lessons would have given me the opportunity to meet other guests for tennis and other social activities.

other reviews Spoke about some of the construction and upgrades that are going on on property.

We swam, snorkeled, scuba dived and paddle boarded

The only disappointment was that for the second year in a row, the main road to the beach was under construction during most of our stay so the shuttle service had to take us on a long, winding path across the golf course to get to the beach, where we spent most of our days.

Jan, 10, 2024

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