FREQUENTLY ASKED QUESTIONS

In the event that a guest of Hotel Xcaret México or member of México Destination Club presents a temperature that exceeds 38 °C (110.4 °F) or symptoms such as cough, fever, sore throat, runny nose and/or red eyes prior to boarding at the airport, you will be transferred in an independent vehicle and attended by the hotel's medical staff upon arrival.

For more information on Grupo Xcaret's health protocols, visit our Xeguridad 360 page.

On Carretera Chetumal - Puerto Juárez Kilometer 282, Solidaridad, 77710, Playa del Carmen, Quintana Roo.

15 minutes from Playa del Carmen and approximately 45 minutes from Cancun International Airport (CUN).

Hotel Xcaret México is 5 minutes from the Xcaret, Xplor, Xplor Fuego and Xenses parks.

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

Hotel Xcaret México currently has 900 suites.

Yes. The Hotel has ramps and access for wheelchairs, as well as some rooms equipped for people with some type of limited mobility.

Yes. Our suites and spaces for adults only are strategically located in Casa Agua and Casa Fuego.

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

The Hotel has an 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 the Guest Service team.

Access to the parks is available from the moment you register at the hotel and are given your bracelet. Please remember you need to wear this bracelet to obtain automatic access to our parks and facilities.

Yes, transportation from the airport to Hotel Xcaret Mexico is included.

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.

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.

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.

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.

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

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.

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

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

No. Photographs are not 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.

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.

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 3 people between children and adults).

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.

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

Smoking is not permitted inside the rooms.

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).

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.

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

No, some restaurants are subject to seasonal availability.

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.

The shuttle service between the airport and the hotel runs every 30 minutes from 9:00 AM to 5:00 PM and every 60 minutes from 5:00 PM to 9:00 AM.

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).

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

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

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.

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

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

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

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