Xcaret Arte

⭐⭐⭐ Longtime Foundation Member — Blue Diamond Experience Has Changed Dramatically

My family and I have been members of Xcaret since around 2020–2021, and we are proud to be among the original Foundation Members. Over the years, we continued investing in the membership because we believed in the hospitality, service, and overall experience that Xcaret represented. Eventually, we upgraded to Blue Diamond, one of the highest membership levels available.

Unfortunately, after this most recent stay, we left feeling very disappointed with how dramatically the hospitality and member experience have changed.

I want to make one thing very clear: this is not about ego, and it is not about believing that members should be treated as more important than other guests. Every guest deserves excellent hospitality.

However, when a company offers different membership levels and asks members to make a significant financial investment to reach a level such as Blue Diamond, there should be a clear and noticeable difference in the benefits, recognition, service, and understanding of that membership.

During this trip, we honestly did not feel much difference between the Blue Diamond membership we have today and the lower membership level we had years ago.

At both Xcaret Park and Xplor, there were situations where employees did not seem to know or understand what benefits were included with our membership. We stood in many of the same lines as everyone else, including guests arriving from other hotels, and at times it even felt like outside guests were being prioritized ahead of Xcaret’s own members.

Again, this is not about wanting to be treated better than anyone else. The concern is simply: what is the value of upgrading to a premium membership if the employees providing the service do not recognize or understand the benefits that come with it?

One of the biggest disappointments was our private transportation. At one of the parks, I had to wait approximately an hour and a half for the transportation that was part of our membership experience. Because of that delay, I missed one of my scheduled activities.

We also experienced confusion when trying to collect our photographs. A young employee immediately began explaining how much the pictures would cost us because he apparently did not know that our Hotel Xcaret membership included the photos. Another employee had to step in and explain that we were members and that the pictures were included.

I believe the young employee may have been named Sebastian, although I cannot say that with complete certainty. I do not mention this to get an employee in trouble. To me, this shows a larger training problem. We experienced similar situations with younger personnel at Xplor.

Employees cannot provide the correct member experience if they have not been properly trained on the different membership levels and benefits.

That has probably been the biggest disappointment for us. When we first joined Xcaret, the hospitality was one of the main reasons we fell in love with the hotel and continued upgrading our membership. We felt welcomed, recognized, and genuinely cared for.

This time, that feeling was mostly missing.

There was, however, one very important exception: Karen Daniela.

Karen provided outstanding hospitality during our stay. She listened, followed through, looked for solutions, and genuinely went the extra mile for us. She was the one person who made us feel recognized, valued, and taken care of.

Karen represented the kind of hospitality that we remember from Xcaret and the level of service we expected from a Blue Diamond experience. She deserves special recognition from management.

I also have one suggestion for Xcaret management that I believe could be extremely valuable: talk to the drivers who transport members and guests to and from the airport.

The airport drivers are in a very unique position. They are often among the first Xcaret representatives guests speak with when they arrive and among the last people they speak with when they leave.

On the way from the airport, the drivers hear people’s expectations and excitement. On the return trip, they hear what actually happened—the good experiences, the disappointments, whether people would return, and how members truly feel about the hospitality.

I strongly believe management should ask these drivers what they are hearing from Blue Diamond members, Foundation Members, and other longtime members.

Sometimes the people closest to the guests hear the most honest feedback—feedback that may never make it onto a survey or reach management.

After being members since the early years and continuing to upgrade, it is difficult for us to experience this level of change. It has made us question not only whether we would ever upgrade the membership again, but even how often we want to return.

We are sharing this because we genuinely want Xcaret to succeed. We have been loyal to the hotel for years and have invested in the membership because we believed in what Xcaret represented.

We hope management listens to longtime members, improves employee training regarding membership benefits, and works to bring the hospitality back to the level that made Xcaret special in the first place.

And again, a special thank you to Karen Daniela for showing us what true Xcaret hospitality should feel like.

The best hospitality we received was at casa Piramide rooftop pool. Uriel is an exceptional pool concierge, extremely welcoming, kind, and happy to help with anything. He made the stay at Xcaret Arte perfect, and we always picked this rooftop pool because of him and the staff. His coworkers, Ruben, Susibel, Frida and Darwin, were just as welcoming and kind. Everything was very neat and clean. Because of the staff, the pool had a calming atmosphere to relax, read, or even go for a short swim. Also, there is no music at this rooftop pool, which helped with the relaxing atmosphere.

Highly recommend going at least once and enjoy the hospitality of the pool staff at the casa Piramide rooftop pool.

The experience and service of Cosexa was superb. Congratulations to Daniel for the excellent service during dinner