Customer Service
México: (998-883-3143) USA-CAN: 1-855-326-0682 Brazil: 0-800-892-3371 Argentina: 0800-122-0384 Colombia: 800-952-0705 Spain: 900-965-224 Chile: 0-800-835-016 Costa Rica: 800-052-1715 Panama: 800-052-0524 Ecuador: 800-5-931-0227 Peru: 0800-00-642 UK: 800-04-89-203

Official Communicate

GRUPO XCARET IS READY TO WELCOME YOU

During this time distance united us, we have been working to improve, renew and train ourselves for this reunion. Our priority is and will continue to be the safeguarding of the health of all our visitors, guests, vacation club members, coworkers and suppliers, reason why, we have developed our 360° Xafety model that comprises our hygiene and safety protocols to guarantee you’ll feel safe, just like home.

As members of the Board of Affiliates of the World Tourism Organization (UNWTO), we have worked together with them to strengthen their recovery guidelines and recommendations. We are also part of the task force assembled by the International Association of Amusement Parks and Attractions (IAAPA) to develop their reopening guidance document.

Our 360° Xafety protocols are based on a business vision that ensures we take into consideration the wellbeing of our visitors and guests, but also our staff and suppliers. To develop them, we worked hand-in-hand with local authorities, international organizations, and professional experts in infectious diseases to guarantee that our measures adhere to the strictest hygiene standards and allow us to provide a safe experience at all our facilities and tours.

Your safety is our priority, that is why all the cleaning and disinfecting products used at Grupo Xcaret are biodegradable, comply with the U.S. Environmental Protection Agency (EPA) standards and have been approved by the U.S. Food and Drug Administration (FDA).

Thanks to our 360° Xafety protocols we are implementing in our premises and facilities, we’ve being awarded the Travel Safety Stamp by the World Travel & Tourism Council (WTTC), which is fully endorsed by the World Tourism Organization (UNTWO) and more than 200 CEOs from the main business groups of the tourism industry around the world. The protocols outlined by the WTTC, which Grupo Xcaret fully complies with, have been put forth by international health organizations including the World Health Organization (WHO) and the Center for Disease Prevention (CDC) with the purpose of responsibly reactivating the tourism industry.

360° XAFETY BUSINESS MODEL

For Grupo Xcaret the trust of our visitors, guests, México Destination Club members and coworkers is paramount. For this reason, we have created our 360° Xafety Model which comprises our hygiene and safety protocols that will make you feel as safe with us as you do at home. This model has been developed with the advice of specialized professionals on infectious diseases to safeguard the health of those who honor us with their visit or stay.

With 360° Xafety implementation, around 1,300 actions in Parks, Tours, Hotel Xcaret México and México Destination Club have been activated, which have been grouped in 104 major categories in this model, including the use of technology through an Operation App to guarantee an unforgettable and safe experience. Thus, the execution of these hygiene and safety protocols, allows us to build confidence in all our visitors, Hotel Xcaret México guests, México Destination Club members, coworkers and suppliers.

360° Xafety is based on four main pillars:

    HEALTH AND CARE PROCESSES: DISINFECTION

  • To ensure the effective disinfection of the areas and based on the recommendations issued by the World Health Organization (WHO), we use high impact disinfectants, with long-term residual activity, biodegradables and authorized by U.S. Food and Drug Administration (FDA) and U.S. Environmental Protection Agency (EPA) to guarantee the disinfection on all areas and surfaces where our visitors, guests, México Destination Club members and coworkers may have contact with.
  • Mass disinfection is being applied on hallways, walkways, forums and areas of high simultaneous daily gathering (even while physical distancing), including parking lots. Disinfectant is frequently applied, from nebulization in access and waiting zones, to specific surfaces such as doorknobs, counters and handrails, among others.
  • We have specialized equipment for laboratory use, that helps us detect, control and guarantee our high hygiene standards and to ensure the disinfection long-term effect process.
  • All the equipment to be used for enjoying our facilities or activities, is delivered properly disinfected and placed over disinfected surfaces or customer support modules, so that the client can take them avoiding always physical contact.
  • For our guests and tour clients, disinfection processes are applied on hand luggage, handbags and strollers as well as footwear.
  • Room cleaning and disinfection is carried out twice a day (during room cleaning service and evening courtesy). In addition, hotel linens are laundered according to health center standards and routine procedures.
  • Deep cleaning and disinfection in all our business units' restrooms, showers and dressing rooms, using hospital-grade products.

    CARRYING CAPACITY AND SEAT: DISTANCING

  • Capacity is reduced during the first stage of reopening in all our parks, tours, consumption centers and swimming pools. It is important to consider that the vast majority of our spaces are wide open and immersed in nature, making it easier to have enough space among people.
  • 5 feet (1.5 meters) physical distancing in all areas: transportation units, restaurants, attractions and park entrance queues, among others (applies to visitors, guests, México Destination Club members, coworkers and the entire value chain).

    CONTROL MEASURES: PEOPLE CENTERED

  • From the very first contact, temperature is digitally measured from afar on all visitors, guests, México Destination Club members, coworkers and anyone entering our transportation units or our facilities.
  • Health and safety of all our visitors are paramount, this is why the use of face masks within our facilities and all our experiences is strongly recommended.
  • Hand sanitizing and handwashing stations are properly identified and distributed in strategic points at every facility of our business units, as well as in our transportation fleet.
  • A health kit is delivered to all our guests of Hotel Xcaret México upon arrival, which includes: individual sanitizing gel, face mask and basic preventive advice.
  • To decrease physical contact, we’ve implemented an express checkout for our guests from the comfort of their room, which helps to reduce the use of stationary within our facilities, to the extent possible.
  • Coworkers’ personal hygiene measures continue to apply, with a strong focus on monitoring and guaranteeing the correct handwashing at least every hour and, in many cases, even more frequently.
  • Coworkers are provided with personal protection equipment (face shield, face masks, gloves, closed footwear, among others) of mandatory use and according to their functions. In addition, we request our suppliers to wear their own personal protection equipment required to access our facilities.
  • Signaling at strategic locations, to reinforce the communication of basic hygiene measures (handwashing, covering your mouth and nose when sneezing, among others) in visitors, coworkers and service areas, strengthening the hygiene practices recommended by the World Health Organization (WHO).

    QUALITY AND HYGIENE PROCESSES: FOOD AND BEVERAGE

  • Safety and hygiene in food and beverage is paramount in order to provide the best service and make our visitors, guests, and México Destination Club members happier and therefore, currently we have the FoodCheck and DineCheck Certifications from Cristal International Standards, as well as the Distintivo H regulations, ensuring food safety.
  • To continue ensuring the optimal management of food and beverage, Grupo Xcaret applies a strict protocol on the reception of merchandise within the disinfection area and by product type. Furthermore, we’ve increased the preventive measures of the Wash, Rinse, Disinfection and Drying Zone.
  • Due to the need to establish physical distancing in all our spaces and facilities, seating capacity is reduced, respecting 5 feet (1.5 meters) distance between the back of the chairs. Tables with no more than four people are recommended. In the event of families of more than four members, proper space will be set up according to established protocols.
  • Promoting the enjoyment of a culinary experience is of great importance for Grupo Xcaret, and therefore, in all of our self-service buffet restaurants, an assisted buffet is implemented, served from behind the counter by trained staff, and considering all necessary hygiene and physical distancing measures, as well as wearing face shields during operation. In the same way, disinfection measures are reinforced on the menus at restaurants with à-la-carte service.

Certificates and Associations

At Grupo Xcaret, we have certified all our activities and operations at all times. We are backed by several prestigious organizations that have verified from a long time ago all our standards. Our process contemplates every guideline recommended in food handling, cleaning of areas, supply chain, etc.

Widely recognized institutions around the globe support and certify our process to guarantee that we place our operations under the highest quality and service standards. Our commitment to our visitors and guests moves us at each step to provide confidence, plus offering spaces where they can be comfortable, and their safety is on good hands.

Download our Protocol
The Global Association for the Attractions Industry World Tourism Organization U.S. Food and Drug Administration United States Environmental Protection Agency World Health Organization Cristal International Standards Programa Manejo Higiénico de los Alimentos Safe Travels

Frequently asked questions

Will I be able to purchase my entrance ticket directly at the ticket booth?

Of course, the ticket booths will be open and available for you to purchase your tickets.

Which preventive measures are you taking?

Disinfection processes will be implemented in every area of our business units, hallways, walkways, forums, and areas of high simultaneous daily gathering (even with physical distance), including parking lots. We will frequently apply disinfectant; from nebulization of spaces including access and waiting zones, to specific surfaces such as doorknobs, counters, and handrails, among others. Capacity is reduced in the first stage of opening at all our parks, tours, consumption centers and swimming pools. All physical distancing protocols of 5 feet (1.5 meters) will apply inside the transportation units, restaurants, attractions and park entrance queues, among others.

From the first contact, we will measure temperature using remote digital devices on all our visitors, guests, México Destination Club members, and coworkers, before boarding our transportation units or entering our facilities. There will be hands washing and disinfection stations, properly identified and distributed at strategic points within our facilities, along with signals to reinforce basic hygiene measures (handwashing, covering your mouth, nose when sneezing, among others).

Personal hygiene protocols for our coworkers will continue applying, with strong focus on monitoring and guarantying a correct handwashing, at least every hour, and in many cases, even more frequently. Mandatory use of personal protection equipment that will be provided to all our staff (face shields, face masks, gloves, closed footwear, among others) according to their functions. Also, we will ask our suppliers to wear the required personal protection equipment to allow them access our facilities.

Will there be a limited ticket purchase amount per person or family?

Due to the reduction of capacity in our facilities to guarantee the physical distancing, our sales policies will be adjusted to the capacity allowed.

What measures are you taking to look after your coworkers?

We will remotely scan everyone’s temperature when accessing our facilities and transportation units. We will have hygiene stations. With our trained staff, we reinforce our hygiene measures and implement personal protection equipment such as: face shields, face masks (frequently replaced), gloves and closed footwear.

What cleaning measures are you taking?

By following the World Health Organization (WHO) requirements, we use high-impact, biodegradable disinfectants of long-term residual activity, authorized by the U.S. Food and Drug Administration (FDA) and U.S. Environmental Protection Agency (EPA). These actions to guarantee that every surface that might be in contact with our visitors, guests, México Destination Club partners, and coworkers, have been properly disinfected.

What happens if I don’t make it through the temperature scan filter?

To guarantee your safety, we will take the temperature with remote digital equipment to confirm that it’s within the recommended range. To pass this filter, it is necessary that your body temperature be within the standards. In the event that someone presents temperature higher than 100.4 °F, a symptomatology survey will be applied to determine if entering the premises is safe, if it's not, we will then suggest a new date of visit.

Will you have face masks available for visitors and guests that will require them?

The integrity and health of all our visitors and guests is our top priority. We will strongly recommend the use of face masks at our facilities and experiences. However, we will have face masks available that can be purchased at our shops. A health kit is delivered to all our guests of Hotel Xcaret México upon arrival, which includes: individual sanitizing gel, face mask and basic preventive advice.

How will the water activities work?

Due to reduced capacity, physical distancing will be guaranteed among visitors while swimming in the rivers.

How does the assisted buffet works? Will I be able to serve myself as many times as I want?

At all our self-service buffet restaurants, an assisted buffet mode is implementing. The assisted buffet will have trained staff behind the bar with all the necessary hygiene and physical distancing measures, besides having face shields during the operation to serve you the amount and as many times as you want. At the à-la-carte services, disinfection measures to our menus will be reinforced.

Which optional activities will be available?

All activities where interaction with a specimen occurs, will be suspended until further notice (Sharks, Hands on Adventure; Rays Encounter; Fish Therapy; Manatee Encounter) as well as activities such as Xpa, Otic Candles and Temazcal. Activities like Adrenalina, Paraxute, Snuba®, Snorkel tour, Sea Trek®, Zip-Bike and Power Xnorkel will be operating under the hygiene and physical distancing protocols.

How often will you be disinfecting common areas?

To ensure the correct disinfection of areas following the World Health Organization (WHO) requirements, we use high-impact, biodegradable disinfectants of long-term residual activity, authorized by the U.S. Food and Drug Administration (FDA) and U.S. Environmental Protection Agency (EPA). These actions are to guarantee that every surface that might be in contact with our visitors, guests, México Destination Club partners, and coworkers, have been properly disinfected. Massive disinfection processes will be implemented in hallways, forums, and areas of higher concentration (even with physical distance), including parking lots. We will frequently apply disinfectant; from nebulization of spaces including access and waiting zones, to specific areas such as doorknobs, bars, and railings

What kind of certifications do you have to ensure the visitors safety?

At Hotel Xcaret Mexico we count with nine Cristal certificates, which some of them are: FoodCheck, AquaCheck, PoolCheck, SafetyCheck, RoomCheck, SpaCheck and DineCheck. At Xcaret Park, we count with two, which are: FoodCheck and SafetyCheck. In addition, we are certified with the Distintivo H, which endorses hygienic food handling.

How can I change my visit day?

For both Hotel Xcaret México and Xcaret Park, if your visit is planned between June 1st and June 14th 2020, it’s necessary to reschedule your visit for a later date.

If you booked a stay for Hotel accommodation at the Hotel Xcaret México:
If you booked through our official website or through our Contact Center, you may choose a different date of visit at no additional charges. It does not apply for Premium season (December 23rd, 2020 to January 2nd, 2021 and December 23rd, 2021 to January 2nd, 2022). Such changes will be subject to availability upon room category. Please call to the number that best suits you according to your location: Mexico: 800 009 7567 | USA: 1 844 795 4525 Canada: 1 844 834 0153 Brazil: 800 892 3472 | Colombia: 800 034 13498 | Spain: 900 96 52 77 Peru: 0800 00 636 | | UK: 800 02 94608 | Chile: 800 000 118 Germany: 0 800 180 6105 Italy: 800 793 295 France: 800 762 00 00. Monday to Friday service hours: 8:00 a.m. – 11:00 p.m. (Quintana Roo Time), Saturdays and Sundays: 8:00 a.m. - 10:00 p.m. (Quintana Roo Time Zone).

In the event of having booked your visit with a travel agency, we ask you to please contact them so that they can switch the date or make the corresponding reimbursement.

Finally, if you booked your accommodation with México Destination Club on the aforementioned dates, please call the phone number that better suits you according to your location: Mexico: 800-990-0070, USA: 1-855-240-5229, Canada: 1-855-244-0475, UK: 808-234-9847, Argentina: 0-800-122-0711, Brazil: 800-892-3493, Colombia: 800-752-2504, France: 800-916-218, Rest of the world: 52-998-881-2999. Monday to Sunday service hours: 9:00 a.m. to 6:00 p.m. (Quintana Roo Time Zone).

If you have a reservation to visit any of the Parks or tours from Grupo Xcaret: We have a flexible change policy, if your reservation has a date of visit between March 23rd and June 14th 2020, you can choose a different date of visit within a span of two years with no additional seasonal cost. Changes in the date of visit that include transportation are subject to the availability of transportation or product. If you wish to visit a different park or tour, please contact the most convenient number according to your location: Mexico: 998 881 2733 | USA/Canada: 1 855 326 0682 Brazil: 0 800 892 3371 | Argentina: 0 800 122 0384 Colombia: 01 800 952 0705 | Spain: 900 965 224 Peru: 800 000 636 | Costa Rica: 800 052 1715 Ecuador: 800 5 931 0227 | Panama: 800 052 0524 UK: 800 04 89 203 | Chile: 0 800 935 016. Service hours: Monday to Friday from 7:00 a.m. to 12:00 a.m. (Quintana Roo Time), Saturday and Sunday from 7:00 a.m. to 10:00 p.m. (Quintana Roo Time).

Can I cancel my reservation?

If you booked hotel nights at Hotel Xcaret México:
If you have a reservation to stay at the Hotel Xcaret Mexico is prior to July 1st, and you are considering changing your dates, you can do so and select travel dates anytime until March 31st, 2021 (does not apply for Premium season - December 23rd, 2020 to January 2nd, 2021 and December 23rd, 2021 to January 2nd, 2022). If you haven’t decided on a new date yet, we can extend a 15-day period for you to notify us your new dates and validate availability. In the event you wish to cancel definitely, your reimbursement will be processed with no penalty. For the aforementioned, it is essential for you to contact us at least 48 hours before the original date of your visit.

If your travel dates are after July 1st, 2020, please review the change and cancellation policy on our website www.hotelxcaret.com or contact your travel agent. The above mentioned is not applicable for groups or wedding groups. Please contact your sales executive at the hotel for further information.

If you booked in order to visit any of Grupo Xcaret’s parks or tours:

You may change your date of visit and reschedule within a span of two years from your original date of purchase. If you haven’t decided on a date yet, we can leave your credit for a future reservation. In the event you wish to definitely cancel, the reimbursement will be processed considering an administrative fee.

Do I have to call to confirm my purchase if the date of visit is posterior to July 1st?

There is no need to reconfirm; we suggest avoiding waiting times in our Contact Center. In the event of any change we will notify in a timely manner.

When will the rest of the Parks open?

We continue to closely monitor the current situation and we are communicating the reopening date of our parks and tours for July 1st through our official channels. We invite you to be aware of any changes.

Parks, Tours and Hotels Opening Dates

Service
Opening Date
Schedule
Hours
Xcaret
Open
Monday to Saturday
From 8:30 to 22:30
Hotel Xcaret
Open
Daily
24 hrs
Xplor
Open
Monday to Saturday
From 9:00 to 17:00
Xenotes
Open
Monday, Tuesday, Wednesday & Friday
Transportation (8:00 and 10:00)
Approximately duration (6 hours)
Xoximilco
Open
Open Tuesday to Saturday
From 7:15 p.m. to 12:00 a.m.
Xel-Ha
Open
Tuesday to Sunday
From 8:30 to 18:00
Xenses
Open
Monday to Saturday
From 8:30 to 19:00
Xichen
Open
Clásico: Monday to Saturday
Deluxe: Monday, Tuesday, Wednesday & Friday (from December 1st, 2020)
Transportation (7:00 and 9:00)
Approximately duration (10 hours)
Tulum
Open
Tulum Xel-Há (Tuesday to Sunday)
Tulum Xenses (Opens on December 1st, 2020)
Coba
December 1st, 2020
Coba Tulum (Monday to Saturday)
Coba Xel-Há (Tuesday to Sunday).
Xavage
Coming Soon...
Coming Soon...
Coming Soon...
Xplor Fuego
Coming Soon...
Coming Soon...
Coming Soon...