Frequently Asked Questions
RESERVATIONS AND PAYMENTS
HOTEL INFORMATION
All-FUN INCLUSIVE ™
SUITES
RESTAURANTS AND BARS
SERVICES AND ENTERTAINMENT
GROUPS AND EVENTS
Which payment methods are accepted at Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa?
We accept Visa, MasterCard and American Express credit cards. If you need to pay with two different cards, please call our Contact Center.
Is my credit card data safe at the time of booking my reservation?
Yes. The data you provide is encrypted, in this way we can offer you a safe experience with every transaction.
Could I pay for my reservation at the time of check-in at the hotel?
No. To guarantee your accommodation, it is necessary to complete your payment with a valid credit card.
Will my credit card be charged at the time of booking my reservation on the website or on the phone?
Yes. Every reservation made through our official website or our Contact Center will require to cover 100% of the total payment of the reservation.
Where is Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa located?
Hotel Xcaret Arte is located in front of the Caribbean Sea, next to Hotel Xcaret México.
-15 minutes away from Playa del Carmen
-45 minutes away from Cancun International Airport
-45 minutes away from Tulum
Address: Carretera Chetumal - Puerto Juárez, Kilómetro 282, Solidaridad, 77710 Playa del Carmen, Quintana Roo
-15 minutes away from Playa del Carmen
-45 minutes away from Cancun International Airport
-45 minutes away from Tulum
Address: Carretera Chetumal - Puerto Juárez, Kilómetro 282, Solidaridad, 77710 Playa del Carmen, Quintana Roo
Are Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa beach front?
Yes. For your comfort and enjoyment, the hotels are beach front and have signalized accesses.
How many suites are there in Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa?
Hotel Xcaret México and Hotel Xcaret Art own 900 suites. La Casa de la Playa owns 63 suites.
Are Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa disabled friendly?
Yes. The hotels have ramps and wheelchair access at your disposal, as well as, some suites are setup for them.
Do Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa have an Adults Only section?
Casa Fuego at Hotel Xcaret México is an Adults Only section (+18 years old) situated right in front of the Caribbean Sea.
Hotel Xcaret Arte is an Adults Only experience. We welcome young people 16 years or older, if and when they are accompanied by their parents or legal guardians.
La Casa de la Playa is an Adults Only boutique hotel (+18 years old)
Hotel Xcaret Arte is an Adults Only experience. We welcome young people 16 years or older, if and when they are accompanied by their parents or legal guardians.
La Casa de la Playa is an Adults Only boutique hotel (+18 years old)
What time is the check-in and check-out at Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa?
Check-in is at 15:00 h, and check-out is at 12:00 h.
Is it possible to have an early check-in and/or late check-out?
The hotels offer early check-in (13:00 h) and late check-out (14:00 h) services, subject to availability and additional charges. If you arrive before the check-in, we have a section available to hold your luggage. You will also be able to use our facilities and restaurants, so that you can enjoy your trip to the fullest.
What time can I access the parks on the check-in and check out dates?
The access to the parks will be granted from the moment you check-in, as it is necessary that you possess the digital bracelet that will give you an automatic access. If your flight's arrival is before the check-in time (15:00 h / 3:00 pm), please contact the Guest Service Manager, who will help you at all times.
Does my stay at Hotel Xcaret México, Hotel Xcaret Arte or La Casa de la Playa include access to the parks from Grupo Xcaret?
Yes, our ALL-FUN INCLUSIVE™ concept includes unlimited access to Xcaret, Xel-Há, Xplor, Xplor Fuego, Xenses, Xavage, Xoximilco, Xenotes. Transportation is also included.
Do I need to book a minimum number of nights during my stay at Hotel Xcaret México, Hotel Xcaret Arte or La Casa de la Playa, in order to enjoy the parks of Grupo Xcaret?
No, you don’t. It’s not necessary to book a minimum number of nights. You will be able to enjoy our parks even with 1 night's stay. If you need more information or assistance, please check with your Guest Servide Manager.
Are my meals and beverages included during my stay at Hotel Xcaret México, Hotel Xcaret Arte or La Casa de la Playa?
Yes, except for the following:
Ha’ restaurant at Hotel Xcaret México
Xaak restaurant at Hotel Xcaret Arte
Some restaurants are exclusive to certain Casas:
Fuego at Casa Fuego at Hotel Xcaret México
Kibi-Kibi at Casa de los Artistas at Hotel Xcaret Arte
Ha’ restaurant at Hotel Xcaret México
Xaak restaurant at Hotel Xcaret Arte
Some restaurants are exclusive to certain Casas:
Fuego at Casa Fuego at Hotel Xcaret México
Kibi-Kibi at Casa de los Artistas at Hotel Xcaret Arte
Are food and beverages at the park included in the parks?
Some parks have meals and beverages included. For more information, please check with your Guest Service Manager.
How can I get to the parks of Grupo Xcaret during my stay at Hotel Xcaret México, Hotel Xcaret Arte or La Casa de la Playa?
To enjoy the Xcaret, Xplor, Xplor Fuego and Xenses, just board the shuttle that leaves every 20-30 minutes from the motor lobby. For other parks, please verify the service schedules and reservations with your Guest Service Manager.
Are the artistic workshops only included for Hotel Xcaret Arte guests?
Yes. The artistic workshops are exclusive to Hotel Xcaret Arte guests. Verify restrictions and schedules with your Guest Service Manager.
Are the Muluk Spa treatments included in my stay?
No. The spa treatments are not included in the ALL-FUN INCLUSIVE®.
Are the optional activities in the parks and tours included in my stay?
No. The optional activities are not included and must be paid for at the time of booking an activity.
Are photos taken at the parks that I will visit, included in my stay?
No. Photos are not included.
Are photos in Hotel Xcaret México, Hotel Xcaret Arte or La Casa de la Playa included?
No. Photos of your visit to the parks are not included, however you will get a special discount for Hotel Xcaret Arte guests. Verify the price with your Guest Service Manager.
What is the maximum capacity of each suite?
The suites have a maximum capacity of 3 people, depending on the category. In the Master Suite category 5 people are allowed, and in the Presidential Suite, up to 6 people.
What should I do if I have a special request?
At the time of booking we will provide you a section where you will be able to send us your requests. Please note that any request will be subject to availability and/or may result in additional charges.
Can I invite people who are not saying at Hotel Xcaret México, Hotel Xcaret Arte or La Casa de la Playa in my suite?
No, due to security reasons and privacy of our guests, the access to people, who are not registered in the Hotel will not be allowed.
Can I smoke in my suite?
No, you can’t. The suites are non-smoking.
Do Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa offer extra beds?
The hotels do no offer the extra beds service, however, each suite has a double sofa-bed.
I am a vegetarian. Are there any vegetarian or vegan options in the restaurants of Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa?
Yes. We offer a vegetarian menu or vegan options in every restaurant. Please inform your Guest Service Manager about your food preferences.
Are restaurants and bars open in all seasons?
No, some restaurants are subject to seasonal availability.
Do I need to book my airport-hotel shuttle?
The shuttle service (shared) does not require any booking. However, if the suite that you booked offers private service, your confirmation to your Guest Service Manager is necessary within at least 24 hours in advance.
Do Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa have any sport facilities?
Yes, they offer gyms (some are exclusive for certain Casas) and access to other physical activities that vary in each hotel.
Is WIFI included at Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa?
Yes, WIFI is included in every area and suite.
Do visits to parks of Grupo Xcaret require booking?
Parks Xcaret, Xplor, Xplor Fuego and Xenses do not require booking. Other parks do need to be booked in advance.
Are Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa pet-friendly?
Yes, Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa are pet-friendly, so that you can stay with your pet. Verify restrictions and extra cleaning charges with your Guest Service Manager.
Do Hotel Xcaret México, Hotel Xcaret Arte and La Casa de la Playa offer special packages for weddings or honeymoon?
Yes, the hotels offer different kind of packages to celebrate that special moment. We have open spaces, beautiful halls and exclusive spaces in our parks. Check with your Guest Service Manager for more information or enter it in the 'Wedding' section.
I want an estimate for a wedding.
Allow our flawless service and specialized personnel to contribute in making your dream come true. Please write to vsalgado@hotelxcaret.com to start the preparation of the best day of your life.
I want an estimate for a group stay.
For group estimates please write to dmartinez@hotelxcaret.com, who will gladly help you with your request.