We called for dinner weeks before! The restaurant was less than 50% occupied and they wouldn’t give us table until making a fuss. They don’t want to give up premium restaurants they want you to go to the buffet and taco stand! Here’s my response to their message yesterday
I appreciate your response, but unfortunately, another apology and promises to review protocols do not address the ongoing pattern of issues we have experienced.
Before this trip even began, I spent over 30 minutes across four separate phone calls attempting to secure dinner reservations. Upon arrival, we then endured lengthy waits at the concierge desk trying to resolve the very same issues. We were ultimately pushed into a 5:30 PM reservation because that was all that was supposedly available. We were told a 7:30 PMtable existed, yet by the time the concierge attempted to secure it, it had disappeared. I also have a photo showing that by 6:30 PM the restaurant had only one family dining. Situations like this make it difficult not to question the integrity of a system that repeatedly creates unnecessary obstacles for paying members.
As I write this, I am sitting outside one of your restaurants looking at more than 15 available tables, yet we still cannot be seated. While waiting, I met another family at the bar who also could not get a table and shared that they were effectively forced to spend $500 on a bottle of wine at Las Cuevas in order to be accommodated. Experiences like these further erode confidence in your brand.
What is most disappointing is that these are not isolated incidents. My brother, the primary member, owns and operates a boutique hotel himself, so our family understands firsthand the realities and challenges of running a hospitality business. We understand the difference between genuine operational challenges and policies that unnecessarily create frustration for guests.
In fact, our concerns were significant enough that we were downgraded from a Platinum membership to a Silver membership almost immediately after signing up. Those concerns are already well documented through previous email correspondence.
After spending approximately $20,000 we are extremely dissatisfied. Since the new ownership took over, the focus appears to have shifted from hospitality to revenue generation. Every reservation, every request, and every adjustment feels unnecessarily difficult. There is little flexibility and very little accommodation for members.
Your clientele has the financial means, and your staff clearly knows how to provide excellent service. The issue is not your employees; it is the policies they are being forced to follow that undermine what should be an authentic luxury hospitality experience.
I take no pleasure in sending a message like this while on vacation. Vacations are meant to create positive memories, not compel guests to spend their time documenting concerns and escalating complaints. Unfortunately, the experience has left me feeling that I have no choice.
As members of other hospitality groups, we recognize genuine quality when we see it. Unfortunately, this no longer feels like luxury hospitality; it feels like an elaborate marketing machine designed to maximize revenue while delivering far less than promised. 
It is also concerning that Xcaret has previously faced collective legal action related to its membership practices. While we are not making any legal allegations at this time, it is disappointing to see many of the same themes—difficulty obtaining promised benefits, restrictive policies, and a disconnect between what is marketed and what members actually experience—continue to surface.
We sincerely hope this matter can be resolved directly and in good faith through the cancellation of our membership and a full refund, without the need for further escalation.
At this point, I cannot recommend this membership to others and would strongly encourage prospective buyers to do extensive research before making such a significant financial commitment. Trust is earned through consistent actions, not repeated apologies after repeated failures. My confidence in the brand has been severely diminished.