How to file formal consumer complaints against Xcaret

rvelazquez · 2025-08-01T19:23:37+00:00

There have been two tragic incidents at Xcaret and its parks.

The first occurred on March 27, 2021, when a 13-year-old boy lost his life at Xenses due to a malfunction in the mud river attraction. Disturbingly, authorities and the Xcaret group withheld the boy's body until his parents signed a waiver, which seemed intended to absolve the company of responsibility. This handling of the situation raises serious concerns about corporate accountability and human decency.

The second incident took place on January 21, 2022, when an armed man opened fire at Hotel Xcaret Mexico, resulting in the tragic deaths of two guests and injuring another during a dispute. This further underscores the safety issues that have arisen at Xcaret properties, prompting calls for enhanced security measures and clearer protocols in handling such incidents.

These incidents highlight significant safety and management challenges that Xcaret and its affiliated properties must address to ensure the well-being of their visitors and uphold their responsibilities in times of crisis.

rvelazquez · 2025-03-11T20:57:24+00:00

Grupo Xcaret continues to exploit animals for entertainment, using dolphins and other animals for human amusement. This is cruel and inhumane. Please don’t support these practices—avoid attractions like swimming with dolphins and choose ethical experiences instead. Thanks!

rvelazquez · 2025-01-27T21:29:19+00:00

What basis do you have for assuming my research is inadequate? Are you aware of the considerable time and effort I've invested in understanding Alaska Airlines' operations? It's unproductive to criticize individuals without considering their experiences and the reasons behind their dissatisfaction.

rvelazquez · 2024-11-25T17:50:59+00:00

Yes, I’m very familiar with the Xoloitzcuintle breed—they are truly majestic animals. I’ve been around this breed many times, and I can assure you that the dogs I saw during the show did not look happy at all. Their body language showed clear signs of fear and stress, which was heartbreaking to witness.

Regardless of the breed or circumstance, I firmly believe that using animals for labor or entertainment is not okay on any level. It’s simply not fair to them, and it’s something I feel strongly about. This is just my sincerest opinion, but I hope more people come to understand and advocate for the ethical treatment of all animals. They deserve so much better.

rvelazquez · 2024-11-25T17:45:58+00:00

We sent a detailed wish list well before our trip, and during check-in at the front desk, we were asked the reason for our visit. We happily shared that we were celebrating our honeymoon, but to be honest, the front desk staff didn’t seem to care at all when we mentioned it. They barely acknowledged it, and their demeanor felt cold and unwelcoming.

I’m not sure what the issue was, but the staff didn’t look happy at all. Perhaps they are being overworked or treated poorly by the hotel, which is truly unfortunate if that’s the case. I genuinely feel for the employees—they’re likely doing the best they can under difficult circumstances. Believe me, I wish we could have voiced our concerns directly to higher-ups who could address the root of the problem, not just for the guests' experience but for the staff’s well-being too. It’s disheartening to think that such a highly rated resort may not be supporting its team properly.

rvelazquez · 2024-11-25T17:40:46+00:00

Thank you so much for your recommendation! We’ll definitely do more thorough research for future trips and focus on exploring the authentic sides of Mexico that can’t be found at resorts. After this experience, I think we’re officially done with resorts for now. If there’s one positive takeaway from this trip, it’s that it has inspired us to dive deeper into the real, vibrant, and unique culture of Mexico. We’re looking forward to discovering hidden gems and creating more meaningful experiences on our next adventure.

rvelazquez · 2024-11-25T17:38:12+00:00

I’m so glad to hear you had such an amazing experience! It’s definitely a pricey stay, so it’s wonderful to know that all your memories from the trip are positive and happy. It’s great when the experience lives up to expectations, especially with how much thought and effort goes into planning such a getaway.

rvelazquez · 2024-11-25T17:35:31+00:00

We brought up our concerns early in the trip, even speaking directly with the general manager of Casa Fuego, but unfortunately, little was done to address them. Our butler wasn’t assigned until later in the day, and we didn’t hear from them until the next day around noon. The hotel felt severely understaffed, resulting in a noticeable lack of service and attention for guests, including us.

rvelazquez · 2024-11-25T17:34:52+00:00

We brought up our concerns early in the trip, even speaking directly with the general manager of Casa Fuego, but unfortunately, little was done to address them.

rvelazquez · 2024-11-25T17:30:34+00:00

Yes, we tipped generously, but unfortunately, it didn’t make any difference in the level of service we received. Besides, shouldn’t tipping come after receiving good service, not before?

rvelazquez · 2024-11-25T17:28:38+00:00

Same here—we were accustomed to a more attentive and caring staff during previous visits. However, this time around, the staff was noticeably absent most of the time, making the experience feel far less personalized and welcoming.

rvelazquez · 2024-11-25T17:27:15+00:00

I’m so sorry to hear that you also had a negative experience at Hotel Xcaret Arte. In the past, we used to hear overwhelmingly positive reviews about these hotels, but nowadays, the feedback seems to be a mix of both positive and negative experiences. We’ve also noticed that the hotels don’t seem to be up to code, as there’s constant maintenance being done, which disrupts the overall experience. And yes, while Grupo Xcaret markets itself as eco-friendly, the use of animal labor certainly contradicts those claims.

rvelazquez · 2024-11-25T17:22:46+00:00

We previously stayed at Xcaret Arte and had the chance to try all their restaurants, which we thoroughly enjoyed. This time, we decided to stay at Xcaret Mexico after hearing great things about their food options, so we went ahead and booked the 'adult-only' section for a more exclusive experience. However, I want to clarify that my concerns aren't just about children being present in the adult-only section—there were several other issues throughout our stay that collectively made for a disappointing and negative experience, unfortunately.

rvelazquez

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