We had a great time on this excursion. Mt wife had never snorkeled before and they made her feel very comfortable in the water. We would definitely do this excursion again.
事業者からの返答
Dear visitor,
Thank you for choosing Xailing Catamarán!
We are delighted to know that you had such a great time on your excursion and, especially, that our team helped your wife feel comfortable and confident while snorkeling for the first time. Creating enjoyable and reassuring experiences for our visitors is very important to us.
We truly appreciate your kind words and would be delighted to welcome you back for another memorable adventure aboard Catamaran by Xailing Xcaret!
We also invite you to explore our wide range of experiences, such as Xoxi, Xel-Há, and Xenses. Each offers a unique way to connect with nature and Mexican culture, complemented by the warm hospitality that defines Grupo Xcaret.
For personalized recommendations or additional information, please feel free to contact our Call Center. Our team will be happy to help you find the perfect experience for your next visit.
Sincerely,
Brenda H
Customer Service — Grupo Xcaret
+52 (998) 883-3143 | US: 855-326-0682
N
ninod704
September 21, 2026 · via Tripadvisor
JUST TAKE THE FERRY!
Only book this trip if you want a spring-break-style party boat. The sails are never used, and from 8:30 in the morning onwards, the music is ridiculously loud. It’s honestly unbearable. And the biggest joke: at the beginning of the trip they highly encourage you to let them know if something is not ok for you, only they don't bother to listen and act when you do.
The snorkeling tour is a complete nightmare. It’s so crowded that you can barely move, let alone enjoy the snorkeling. You’re not allowed to leave the group, even when you spot something interesting, so you’re basically stuck swimming in a crowded mass of people.
The only good thing was the food at the beach club.
Save yourself a lot of money and a terrible experience: just take the ferry!
事業者からの返答
Dear visitor,
Thank you for taking the time to share such detailed feedback.
At Grupo Xcaret, we strive to create unique and memorable experiences for all our visitors, and we sincerely regret that this catamaran experience did not meet your expectations.
Regarding the snorkeling activity, we understand your concerns about the number of participants and the way the experience was conducted. At Grupo Xcaret, the safety and well-being of our visitors are a priority, and snorkeling takes place in the open sea, where established procedures and group coordination are important. We regret that these measures affected your enjoyment of the activity and that the experience was not what you had anticipated.
We are, however, pleased to know that you enjoyed the food at the beach club. We will share your comments with the corresponding departments so they can review these points and identify opportunities for improvement.
We appreciate your feedback and sincerely regret that we were unable to provide the enjoyable experience you expected.
Kind regards.
Brenda H.
Grupo Xcaret – Customer Service.
+ 52 (998) 883-3143 - US 855-326-0682
7
710jamieo
September 18, 2026 · via Tripadvisor
Unforgettable memories
The experience was amazing and the staff were really friendly and helpful! Would recommend booking with them.
事業者からの返答
Dear Jamie,
Thank you for choosing Xailing Catamarán!
It is fantastic to know that you had an amazing experience and that our team’s friendliness and helpfulness made your visit even more enjoyable.
Creating unforgettable memories is what inspires us every day, and we truly appreciate your recommendation. We look forward to welcoming you again for another memorable experience.
Furthermore, we invite you to keep visiting the other Grupo Xcaret parks and tours, such as Xenses, ATV Xperience, or Xoxi, each offering something unique for every type of visitor. For more information, feel free to contact our call center; we’ll be happy to assist you in planning your next adventure.
Sincerely,
Brenda H
Customer Service — Grupo Xcaret
+52 (998) 883-3143 | US: 855-326-0682
D
dianasilviam2026
September 18, 2026 · via Tripadvisor
Good experience
Good experience, they take you to beautiful places
事業者からの返答
Estimada Diana,
¡Muchas gracias por elegir Catamarán Xailing!
Nos alegra saber que disfrutó del recorrido y de los hermosos lugares que tuvo la oportunidad de conocer durante la experiencia.
En Grupo Xcaret nos encanta ser parte de momentos especiales y acercar a nuestros visitantes a los paisajes y atractivos de nuestro hermoso Caribe. Será un placer recibirle nuevamente a bordo.
Al mismo tiempo, le invitamos a descubrir otros parques y tours, desde la emoción de ATV Xperience hasta la belleza natural de Xel-Há o la vibrante fiesta de Xoxi. Hay opciones para todos los gustos, y estamos seguros de que encontrará la experiencia perfecta.
Para más información, contacte nuestra central de atención telefónica.
Sinceramente,
Brenda H.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
9
930ilianat
September 17, 2026 · via Tripadvisor
From the moment you arrive at the pier, you notice the quality of the services!
A VIP experience! Friendliness, cleanliness, punctuality 100%
事業者からの返答
Apreciable Iliana,
¡Muchas gracias por elegir Catamarán Xailing!
Para nosotros es gratificante leer que lo pasó muy bien y que todo el personal del catamarán le brindó una atención servicial, atenta y maravillosa.
Brindar una hospitalidad excepcional es uno de nuestros valores fundamentales, y sus amables palabras constituyen el mayor reconocimiento a la dedicación de nuestro equipo por crear experiencias inolvidables para cada visitante.
Esperamos tener el placer de recibirle nuevamente y asimismo, le invitamos a descubrir otros parques y tours, desde la emoción de Xplor hasta la belleza natural de Xel-Há o la vibrante fiesta de Xoxi. Hay opciones para todos los gustos, y estamos seguros de que encontrará la experiencia perfecta.
Para más información, visite nuestra página web oficial.
Cordialmente,
Brenda H.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
V
V9229OGmarilynm
September 17, 2026 · via Tripadvisor
Misleading title and pictures
Horrible horrible ! Did not even get on the boat because it was disgusting. The pictures and description say “luxury” catamaran. This is just an oversized ferry. Me and my friend were shocked and the pictures on the website are completely different . Not luxury at all. We immediately walked off the boat and did not go. It was extremely loud and no where to even sit . We ended up going on another actual catamaran that was half the price and actually “luxury”. This is very misleading and false advertising , better off just paying 7$ for the public ferry
事業者からの返答
Dear Marilyn,
Thank you for taking the time to share your comments.
At Grupo Xcaret, we are committed to providing unique, comfortable, and quality experiences while maintaining the operational standards of our services. We regret that the experience you encountered did not reflect what you expected from our Catamaran service.
Please be assured that your comments regarding the vessel, noise level, seating, and the information presented on our website will be shared with the corresponding departments for review and to identify opportunities to improve both the experience and the way it is communicated.
We appreciate you bringing these concerns to our attention and regret that we were not able to provide the experience you were expecting on this occasion.
Kind regards.
Brenda H.
Grupo Xcaret – Customer Service.
+ 52 (998) 883-3143 - US 855-326-0682
T
Tourist45741006208
September 16, 2026 · via Tripadvisor
I do not recommend
The experience was far below expectations, especially considering the price paid.
I start with transportation: they told us they didn't have authorization to pick us up at the hotel. I went to confirm directly at the reception and they told us that, on the contrary, there was authorization. As a consequence, my wife and I had to take a taxi, at our own expense, still at night, to Plaza Las Perlas (half an hour from our hotel, Catalonya Royal Tulum). We arrived at a place we didn't know and we were the two of us waiting for transport. As tourists, we considered this situation quite uncomfortable and worrying from a safety point of view. It is not a situation we expected from an excursion of this level.
Regarding the excursion, I found it too touristy for the price. The snorkeling session lasted only about 20 minutes, which I consider very little. A large part of the experience ends up being quite geared towards mass tourism.
One of the few really positive points was the boat crew: they were all very friendly, attentive, and professional.
Another problem happened at the end. We had the Premium bracelet, which gave access to the tower at the end of the excursion, if there was time. I specifically asked Rodrigo, an Xcaret agent, if we would have the opportunity to go to the tower and was told yes. We got into the vans convinced that they were taking us to the tower. Only when we realized we were returning to the hotel did we realize we weren't going to the tower after all.
In the end, I was left with the feeling that what was sold did not fully correspond to the experience we had.
Honestly, considering the money you pay, I do not recommend this excursion. The crew's friendliness was positive, but it didn't compensate for the transport problems, the safety issue, the only 20 minutes of snorkeling, and the contradictory information regarding the tower.
事業者からの返答
Dear visitor,
Thank you for taking the time to share your experience with us.
We are pleased to know that you found our crew friendly, attentive, and professional. This service-oriented attitude reflects Grupo Xcaret’s corporate values, and it is especially meaningful to us that you perceived these qualities during your visit.
At Grupo Xcaret, we are committed to offering unique, comfortable experiences to all our visitors, always in accordance with the operational characteristics of each service. Regarding transportation, the Catamaran Prime tour does not have pick-up points at every hotel due to logistics and the additional travel time involved in reaching Cancun and subsequently Isla Mujeres. Nevertheless, we always recommend the pick-up location closest to each visitor's hotel available in our list, with the intention of allowing visitors to enjoy our services while minimizing the distance they need to travel using transportation not operated by us. We regret that the arrangements caused discomfort and concern, particularly given the early hour and unfamiliar meeting point, and we will share your comments with the corresponding teams for review.
With respect to the snorkeling duration, the itinerary for our experience is available on our official website, and we always recommend consulting it in advance so that expectations are aligned with the scheduled activities. We are sorry that the snorkeling experience time did not meet your expectations.
Regarding the scenic tower, visitors participating in the catamaran tour do have access to this attraction. However, we recommend requesting assistance from our onboard team, who can provide clear directions and guidance on how to reach the tower. We sincerely regret the confusion caused by the information you received and understand how disappointing it must have been to discover that you were already returning to your hotel.
Please be assured that your observations regarding transportation, communication, snorkeling, and the overall coordination of the experience will be forwarded to the departments involved. Feedback such as yours is important in helping us identify opportunities to improve our processes and communication.
Thank you once again for recognizing the efforts of our crew and for bringing these concerns to our attention.
Kind regards.
Brenda H.
Grupo Xcaret – Customer Service.
+ 52 (998) 883-3143 - US 855-326-0682
9
927beatrizq
September 13, 2026 · via Tripadvisor
Perfect
Everything was very good. I recommend
事業者からの返答
Dear Beatriz,
Thank you for choosing Xailing Catamarán!
We are pleased to know that everything met your expectations and that you had such a positive experience with us.
Your satisfaction means a great deal to our team. We hope to have the pleasure of welcoming you again on a future visit.
If you're looking to explore even more incredible adventures, we invite you to discover our other Grupo Xcaret parks and tours, from the thrills of ATV Xperience to the natural beauty of Xel-Há or the vibrant celebration at Xoxi. There's something for everyone, and we’re sure you’ll find the perfect experience to match your taste. For more details, feel free to visit our official website.
Sincerely,
Brenda H
Customer Service — Grupo Xcaret
+52 (998) 883-3143 | US: 855-326-0682
N
N3266FEricardot
September 13, 2026 · via Tripadvisor
Very good
Very good experiences and even better with family
事業者からの返答
Dear Ricardo,
Thank you for choosing Xailing Catamarán!
We are delighted to hear that you enjoyed such wonderful experiences, made even more special by sharing them with your family.
Creating memorable moments for families is one of our greatest joys. We look forward to welcoming you and your loved ones again for more unforgettable adventures.
If you're looking to explore even more incredible adventures, we invite you to discover our other Grupo Xcaret parks and tours, from the thrills of Xplor to the natural beauty of Xenotes or the vibrant celebration at Xoxi. There's something for everyone, and we’re sure you’ll find the perfect experience to match your taste. For more details, feel free to visit our official website.
Sincerely,
Brenda H
Customer Service — Grupo Xcaret
+52 (998) 883-3143 | US: 855-326-0682
N
N3266FEricardot
September 13, 2026 · via Tripadvisor
Very good
Very good, the instructors are very good and the experience was excellent
事業者からの返答
Apreciable Ricardo,
¡Muchas gracias por elegir Catamarán Xailing!
Para nosotros es un gusto leer que disfrutó de una experiencia óptima y que destacó la calidad y atención de nuestros instructores.
En Grupo Xcaret nos entusiasma saber que nuestro equipo contribuyó a que su visita fuera tan agradable. Agradecemos sus amables palabras y esperamos tener el placer de recibirle nuevamente para vivir más momentos inolvidables.
Asimismo, le invitamos a descubrir otros parques y tours de Grupo Xcaret, desde la emoción de Xplor hasta la belleza natural de Xel-Há o la vibrante fiesta de Xoxi. Hay opciones para todos los gustos, y estamos seguros de que encontrará la experiencia perfecta.
Para más información, visite nuestra página web oficial.
Sinceramente,
Brenda H.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
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