La Casa de la Playa by Xcaret Adults Only

This is the first time we have stayed at a luxury hotel and left a negative review like the following. If the hotel's managers read reviews, please improve your staff training. Especially the so-called special butler service. First of all, when we checked in, we didn't feel that the butler was very active in serving us. When we checked in, there were two duplicate $1,000 deposits. I asked butler for the reason. The butler didn't explain clearly. But when I was changing cash at the front desk at night, I asked the front desk. They made a mistake and canceled one of the transactions. Secondly, when we checked in, butler did not inform us that we need to wear the bracelet at all times. So we thought it was just a room key. When we went to the park, we couldn't do anything. We only have two options, go back to the room to get it or ask the supervisor for instructions, but it may take a long time. So we could only go back to the room. The third point is about butler services. If a dedicated butler can only provide such services. Then it is better to cancel this service. In other words, all the driver attitudes in this hotel are more suitable for being a butler. When we got back to the room today, I noticed a lot of colorful stuff stuck to my dog's blanket. These things are very sticky. It turned out that the colorful decoration in front of the mirror fell off. The new butler we replaced today sent us for dry cleaning. Even though this is an all inclusive hotel. We still tipped a few dollars to express our gratitude to the concierge who helped carry our luggage and to the restaurant staff. We also gave the butler a tip of twenty dollars to thank him for his help. But now if I have a chance, I even want to get the 20 US dollars back. Because we didn't get any good service. So we didn't give any tip to the new butler when we checked out today. For the $150 pet fee, please refer to other hotels. If $150 only provides these reusable pet supplies, it would be better to reduce the charge and not provide anything. For late check out, the offered late fee is $200, which I think is normal for the price of this hotel. It gives us more time to pack. Every employee asked us how our experience was here. To be honest it's terrible, it can even be said to be the first time such a disappointment in a hotel. If we come back here in the future we will not stay here again. We will choose hotel Mexico. The staff there are more friendly and professional. For La case de la playa .There are very nice swimming pool.

My now husband and I stayed here two nights for part of our honeymoon and we were awestruck. Upon arrival, you are greeted by friendly, welcoming staff and introduced to one of your butlers. You get two butlers to cover the 24 hour shift and Guillermo & Abraham were fantastic. Super responsive & friendly our whole stay. The architecture is incredible- one of the pictures attached is one of the walkouts that overlooks the jungle and just wow. The room is more impressive than the pictures- we got the wellness ocean view suite and it’s utter bliss. All the little extras in the room make it feel like you didn’t have to bring anything. And the robes?! Amazing. We bought them so we can ease the post honeymoon depression. They have a chocolate and tequila room where you can go and eat/drink any time you want. There’s also the wine cellar where you can go and grab any wine bottle you want. The sommelier was very nice and knowledgeable as well. We did the Mayan dinner experience & the wine cellar dinner and both were great. I’m not a fine dining gal so I enjoyed the room service more- I had the best breakfast sandwich of my life here. Lastly, the experience at the parks was incredible. We were treated like royalty at Xplore because we wore Casa helmets and had a personal tour guide. We did the zip lines and ATVS & then walked all around the XCARET! Park in one day- it was a lot but we’d do it again! Almost forgot about the dolphins- we did that as well! Overall, this was the most incredible experience we ever had and can’t wait to come back for longer!