Official Statement FAQs

OFFICIAL STATEMENT

GRUPO XCARET INFORMS

Quintana Roo, Mexico, March 21st, 2020.- After making a profound assessment of the sensitive situation we are experiencing worldwide, Grupo Xcaret has decided to temporarily suspend our parks and tours operation as of Monday, March 23. Regarding the Hotel Xcaret México we will serve the guests already hosted and taking the recommended hygiene measures, however, reservations of guests entering between Monday, March 23rd and Sunday, April 5th will be suspended. Parks, tours and the Hotel Xcaret México will reopen their doors and reservations as of Monday, April 6th. All this in accordance with the standards and recommendations of the World Health Organization and the local authorities in order to support the fight against the propagation of the COVID-19 and to safeguard the integrity, health and safety of our collaborators, visitors, guests and associates.

We are living inconceivable challenging times, in which union and collaborative work will be the path to overcome this crisis affecting everyone around the world. We must make responsible and brave decisions that guarantee both, well-being and health for everyone, as well as the preservation of direct employments we generate.

At Grupo Xcaret we have taken the necessary measures to keep our workforce, since our commitment reaches out almost 13,000 families. We have talked to all our collaborators explaining the different scenarios to give them certainty and clarity on the actions to follow. In these times, we must decrease uncertainty so that people can focus on taking care of themselves. We deeply appreciate the response and commitment we have received from all and each of our collaborators.

Grupo Xcaret

In Grupo Xcaret, as well as in Quintana Roo and México, we have been through countless situations that have tested our solidarity, inventiveness, commitment and resilience. We are a great nation and we are certain that we will come forward. United we can safeguard our integrity and reactivate the economies when the situation becomes controlled.

We are located in places blessed by Mother Nature. We hope to welcome our visitors, guests and partners again soon, wearing the green of the jungle and the blue of the Caribbean, dressed in tradition and cultural heritage, with arms wide open and a new spirit., always prepared to make the planet happier by spreading our great love for Mexico.

With an open heart and our deep gratitude,

Familia Xcaret



FAQs

In the case you booked a stay at the Hotel Xcaret México or a visit to Grupo Xcaret’s parks or tours between March 23rd and April 5th, we invite you to review our policies according to the service you acquired or interests you.

How can I change my date of visit?

For both Hotel Xcaret México and parks or tours, if your date of visit is planned for a date later than April 5th, there is no need to reschedule or call to confirm your service. In the event of any eventuality, the adjustment will be communicated in advance and in a timely manner.

If you booked an accommodation in the Hotel Xcaret México:

If the reservations were made through our website www.hotelxcaret.com or through our Call Center, you may choose a different date of visit with no additional fees. It does not apply during premium season (December 23rd, 2020 to January 2nd, 2021). Aforementioned changes will be subject to availability of the category of the reserved room. Please contact the most convenient number according to your location:

Mexico: 01800 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: 0 800 00 636 | | UK: 800 02 94608 | Chile: 800 000 118 Germany: 0 800 180 6105 Italy: 800 793 295 France: 800 762 00 00. Service hours: Monday to Friday from 8:00 a.m. to 11:00 p.m. (Quintana Roo time), Saturday and Sunday from 8:00 a.m. to 10:00 p.m. (Quintana Roo time).

If your reservation was made with a travel agency, please contact the agency so that they can apply the change on the date of visit or the corresponding refund.

Finally, if your reservation was made through México Destination Club, for the aforementioned dates, we ask you to contact the most convenient number according to your location: Mexico: 800-990-0070, USA: 1-855-240-5229, Canada: 1-855-244-0475, United Kingdom: 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. Service hours: Monday to Friday from 9:00 a.m. to 6:00 p.m. (Quintana Roo Time).

If you have a reservation for a park or tour from Grupo Xcaret:

We have a flexible change policy, if your reservation has a date of visit between March 23rd and April 5th, 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 transport 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 | Panamá: 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:

We strongly recommend to change the date of your stay until March 2021 (it does not apply for premium season). If you haven’t decided on a new date yet, we can extend a 15 days 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 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. I 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 April 5th?

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.

What if the parks, tours or Hotel haven’t opened by April 6th? 

We are closely monitoring the evolution of the current situation and in the event of any change we will notify in a timely manner.

How can I contact you?

Phone numbers and hours of our Contact Center are:

Hotel Xcaret México:

Mexico: 01800 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: 0 800 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 from 8:00 a.m. to 11:00 p.m. (Quintana Roo Time)

Saturday and Sunday from 8:00 a.m. to 10:00 p.m. (Quintana Roo Time).

Parks and Tours:

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

Saturday and Sunday from 7:00 a.m. to 10:00 p.m. (Quintana Roo Time)