An expensive half day… rushed if you take the bus
It’s a neat experience but the bus leaves at 2pm and it’s difficult to get everything in if there are lines/crowds or you stop for lunch. Also plan an extra $120 for photos because the whole park is centered around their photo package. Makes for a very expensive half day.
Operator response
Dear Visitor,
Thank you for taking the time to share your feedback about your visit to Xenses.
We are pleased to know that you found the experience unique and enjoyed the concept of exploring a park designed around the senses, imagination, and visual surprises.
We appreciate your comments regarding the time available to enjoy the activities, as well as the importance of planning the visit according to each visitor’s preferences. We will take your observations into consideration as we continue looking for ways to enhance the experience. Regarding photography, we understand that capturing special moments is an important part, and our photo services are an optional addition for those who wish to preserve their memories.
We truly value your recommendation and hope to have the opportunity to welcome you back for another visit where you can enjoy the attractions at a more relaxed pace and discover even more of what makes Xenses a one-of-a-kind destination.
Kind regards.
Yamileth P.
Grupo Xcaret – Customer Service.
Mex: + 52 (998) 883-3143 - US: 855-326-0682
Xenses tour
Excellent service and an activity that develops the senses.
Operator response
Apreciable Luis,
Muchas gracias por compartir su experiencia.
Nos llena de alegría saber que disfrutó de la atención de nuestro equipo y de una propuesta tan especial, diseñada para despertar los sentidos y ofrecer una forma diferente de descubrir el mundo.
En Xenses, cada recorrido combina ilusiones, naturaleza y desafíos sensoriales que invitan a sorprenderse, explorar y crear recuerdos inolvidables en un entorno único.
Agradecemos sinceramente su recomendación y esperamos tener el gusto de recibirle nuevamente para seguir compartiendo momentos llenos de asombro, diversión y nuevas sensaciones.
Asimismo, le invitamos a seguir explorando nuestros otros parques o tours como Xoximilco, Xcaret o Xplor , los cuales podrían adaptarse a sus intereses y preferencias. Para obtener más información, por favor, contacte directamente a nuestro centro de atención telefónica, donde estaremos encantados de brindarle asistencia personalizada.
Saludos cordiales.
Yamileth P.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
Xenses, a great sensory experience
Great experience. They literally play with your senses.
Operator response
Apreciable Salvador,
Muchas gracias por compartir su experiencia en Xenses.
Nos llena de satisfacción saber que disfrutó de una aventura tan especial, donde cada espacio está diseñado para sorprender y despertar los sentidos de una forma única.
En Xenses buscamos crear un recorrido que combine imaginación, naturaleza e ilusiones para invitar a cada visitante a descubrir el mundo desde una perspectiva diferente. Nos alegra que haya vivido esa propuesta y que la considere una gran experiencia sensorial.
Agradecemos sinceramente su comentario y esperamos tener el placer de recibirle nuevamente para seguir compartiendo momentos llenos de asombro, diversión y recuerdos inolvidables.
Asimismo, le invitamos a seguir explorando nuestros otros parques o tours como Xoximilco, Xcaret o Xplor, los cuales podrían adaptarse a sus intereses y preferencias. Para obtener más información, por favor, contacte directamente a nuestro centro de atención telefónica, donde estaremos encantados de brindarle asistencia personalizada.
Saludos cordiales.
Yamileth P.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
Ostracised due to medical condition- rude staff.
We purchased official Xcaret transportation alongside our admission tickets. In hindsight, we regret this decision. We arrived approximately 15 minutes before the park opened, which initially seemed reasonable. However, after changing and using the lockers, we discovered that the attractions themselves did not begin opening until 9:00 a.m. and, in some cases, 10:00 a.m. As a result, we spent a significant amount of time simply waiting for attractions to become available.
When the Xensatorium opened at 9:00 a.m., we proceeded to the entrance. My partner was wearing water shoes due to a medical condition. Before we could enter, we were abruptly stopped by a member of staff and told that shoes were not permitted because it was “Rule Number 1.”
We politely explained that my partner needed to wear his water shoes for medical reasons and was happy to continue wearing them throughout the experience. We could not understand why this posed a problem and felt that, if anything, the shoes offered greater protection.
The employee insisted that unless my partner had cuts on his feet, he would have to remove his shoes. My partner suffers from post-thrombotic syndrome, experiences significant swelling and discolouration of his foot and leg, and is prescribed high-dose anticoagulant medication. Due to his condition, even minor cuts could result in excessive bleeding. He is also extremely self-conscious about the appearance of his leg and foot.
The employee instructed my partner to remove his shoes so that he could inspect his feet himself to determine whether there were any cuts. This was humiliating, deeply embarrassing and entirely inappropriate. My partner was effectively asked to expose a medical condition to justify his need for reasonable accommodation.
Feeling embarrassed, ostracised and with no alternative solution offered, we apologised and left the attraction.
Later, after returning to the main area of the park, we quietly approached another member of staff to ask why water shoes could not be worn. At that point, the situation changed completely.
The staff members we spoke to were compassionate, understanding and professional. They explained that the purpose of removing footwear was to enhance the sensory experience rather than for safety reasons. Once we explained my partner’s medical condition and the risks associated with it, they immediately understood our concerns. They apologised sincerely for the way we had been treated, completed a written incident report, and informed us that this particular employee had behaved similarly towards guests previously.
Most importantly, they made reasonable adjustments and allowed my partner to experience the Xensatorium whilst wearing his water shoes, recognising the genuine medical necessity. We are incredibly grateful to these two employees, whose professionalism and empathy rescued what had become a very upsetting experience.
However, the embarrassment caused by the initial interaction cannot simply be forgotten. No guest should be made to feel humiliated or effectively challenged to prove a medical condition in front of others. A simple conversation and a reasonable adjustment from the outset would have avoided the entire situation.
Overall Experience
We are a widely travelled couple who both work within the modern travel industry. We have visited Mexico on several occasions and have enjoyed multiple visits to Xcaret parks over the years. Sadly, we have noticed a clear decline in the quality of the guest experience with each successive visit.
What was once an innovative collection of world-class parks now feels increasingly expensive whilst offering less value, fewer unique experiences and lower standards of customer service.
It is with genuine disappointment that we say we will not be returning to Xcaret, nor will we be returning to Mexico in the future. More importantly, whereas we once enthusiastically recommended Xcaret to family, friends and colleagues, we can no longer do so with confidence.
I hope you will treat this feedback constructively. My intention is not simply to complain, but to highlight areas where the guest experience has fallen significantly below expectations, particularly for returning guests who have supported and promoted the Xcaret brand over many years.
Operator response
Dear Helen,
Thank you for taking the time to share such a detailed account of your experience.
At Grupo Xcaret, one of our greatest commitments is to create unique and memorable experiences while always prioritizing the safety and well-being of our visitors. At Xenses, every attraction is carefully designed to awaken and enhance the senses. For this reason, some experiences, such as the Xensatorium, have specific guidelines that help preserve the intended sensory concept. We highly recommend following the instructions provided by our staff, and we also encourage guests to review the information available on our official website before their visit, where attraction guidelines and recommendations are shared to help them prepare for the experience.
That said, we are equally committed to providing warm, respectful, and empathetic service to every visitor. We are truly sorry that your initial interaction did not reflect these values.
We are grateful to know that our team later listened to your concerns with professionalism and compassion, took the time to understand your partner's medical condition, documented the incident, and provided a reasonable accommodation so you could enjoy the attraction. While we appreciate your recognition of those team members, we fully understand that this does not erase the impact of the initial experience.
Your feedback is invaluable and will be shared with the appropriate leadership teams as part of our ongoing efforts to reinforce our service standards, improve communication, and ensure that situations involving medical accommodations are handled with the sensitivity and respect every visitor deserves.
Finally, we would like to thank you for the loyalty you have shown Grupo Xcaret over the years. We are genuinely sorry to learn that this experience has affected your confidence in us. Please know that your comments will be carefully reviewed as we remain committed to continuously improving the experiences we offer to all our visitors.
Best regards.
Brenda H.
Grupo Xcaret – Customer Service.
Mex: + 52 (998) 883-3143 - US: 855-326-0682
Spectacular, an unforgettable experience.
The park is spectacular; despite being designed for midday, the attractions are very good and can be repeated. We loved the town and the sensory route, wow. Really amazing, a shoutout to XENSES....
Operator response
Apreciable Visitante,
¡Muchas gracias por visitar Xenses!
Nos llena de satisfacción saber que Xenses dejó una huella tan especial y que cada experiencia superó sus expectativas.
Nos alegra especialmente que el Pueblo y la Ruta de los Sentidos hayan sido parte de sus momentos favoritos. Estos espacios están diseñados para sorprender, despertar emociones y ofrecer una perspectiva diferente de la realidad a través de escenarios únicos e inolvidables.
Agradecemos profundamente su reconocimiento y sus amables palabras. Será un placer recibirle nuevamente para seguir creando recuerdos extraordinarios.
Asimismo, le invitamos a seguir explorando nuestros otros parques o tours como Xailing Catamarán, Xel-Há o Xenotes, los cuales podrían adaptarse a sus intereses y preferencias. Para obtener más información, por favor, contacte directamente a nuestro centro de atención telefónica, donde estaremos encantados de brindarle asistencia personalizada.
Saludos cordiales.
Yamileth P.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
amazing experience
Well - they say its a half day experience. we spent 6 hours :)
We reached around 10 AM - We did the dry part of the park first - great place to take awesome pictures - kids had a blast. We then did the anti-gravity town - and then the water slide, lazy river, mud slide, flying zip line, showers etc.
Took a break for snacks and drinks and then did the sensory experience which was amazing.
Crowds were well managed and staff was super helpful. - Its really a mesmerizing experience.
Operator response
Dear visitor,
Thank you so much for sharing your experience!
It's fantastic to hear that you and your family enjoyed such a full and memorable day at Xenses. It’s wonderful to know the kids had a blast exploring the attractions, taking fun photos, and experiencing everything from the Town and Bird Flight to the sensory journey in the Xensatorium.
We’re also glad that you found the staff helpful and the park operations well organized. Your kind words truly motivate us to continue creating unique and mesmerizing experiences for our visitors.
There is so much more to explore with Grupo Xcaret! From the beauty of Xel-Há to the incredible views with Xailing, we have something for everyone. For more info or a personalized booking, just reach out to our call center; we'd be happy to help you plan your next visit.
Best regards.
Brenda H.
Grupo Xcaret – Customer Service.
Mex: + 52 (998) 883-3143 - US: 855-326-0682
Amazing time so much fun
Amazing day out from Playa del carmen.
As with all Xcaret parks the transport was on time, clean and friendly.
This park is so so good we both said we would love to come back next time we are in Mexico 🇲🇽
Test your senses it doesn't lie! The wonky village to the nuggets slide and the senses walk is so good to do!
Operator response
Dear Jodie,
¡Thank you for sharing such a wonderful experience with us!
We are delighted to know that your visit to Xenses was filled with excitement, fun, and unforgettable moments from beginning to end. It is great to hear that the transportation service met your expectations and added comfort to the journey.
Xenses is a place where imagination and reality come together, creating a journey that awakens every sense and turns simple moments into unforgettable memories.
We appreciate your recommendation and look forward to welcoming you again on your next visit to Mexico for more surprising adventures and unique sensations.
Also, we invite you to explore other Grupo Xcaret parks and tours, such as Xoximilco, Xenotes, or Xailing, which may fit your interests and preferences. For more information, please contact our call center directly, where we will be happy to provide personalized assistance.
Kind regards.
Yamileth P.
Grupo Xcaret – Customer Service.
Mex: + 52 (998) 883-3143 - US: 855-326-0682
Excellent very rich experience and you are offered great customer service
Good quality service and great experience highly recommended
Operator response
Estimado Juan Carlos,
¡Muchas gracias por visitar Xenses!
Estamos muy felices de leer que disfrutó del recorrido y de las actividades que estimulan la mente y los sentidos. En Xenses buscamos sorprender a nuestros visitantes con experiencias fuera de lo común que inviten a relajarse y divertirse al mismo tiempo. Será un placer recibirle nuevamente para seguir explorando todo lo que el parque tiene para ofrecer.
Asimismo, le invitamos a seguir explorando nuestros otros parques o tours como Xplor Fuego, Catamarán Xailing o Xichén, los cuales podrían adaptarse a sus intereses y preferencias. Para obtener más información, por favor, contacte directamente a nuestro centro de atención telefónica, donde estaremos encantados de brindarle asistencia personalizada.
Cordialmente,
Brenda H.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
Great Park: Poor Communication & Rushed Experience
Xenses is a wonderful park—my kids absolutely loved it, and the activities were fun and unique.
Unfortunately, the transportation was very disappointing. We were picked up at 7:10 AM but didn’t arrive until 10:30 AM due to delays, even though the park opens at 9. Then we were told to return by 1:45 PM, which made the whole experience feel rushed since the park closes at 6.
We later found out there was a 3:45 PM return option, but no one told us earlier. We would have definitely chosen that.
Great park, but transportation and communication need serious improvement.
Operator response
Dear Neydar,
Thank you for sharing your experience with us. We’re glad to hear that you and your kids enjoyed the park and its unique activities.
At the same time, we sincerely regret the inconvenience you experienced with transportation and the lack of clear communication regarding return options. We understand how this situation could make the visit feel rushed, and we truly appreciate you bringing it to our attention. Your feedback will be shared with the appropriate teams to improve both our coordination and the information provided to our visitors.
We’re grateful for your kind words about the park and hope to have the opportunity to welcome you again for a smoother and more enjoyable experience from start to finish.
Kind regards.
Brenda H.
Grupo Xcaret – Customer Service.
+52 (998) 883-3143 - US 855-326-0682
Wonderful experience
Excellent place, recommended.
Operator response
Estimado Jaime,
¡Muchas gracias por visitar Xenses!
Para nosotros es un gusto leer que tuvo una maravillosa experiencia en nuestro fantástico parque, donde la imaginación no tiene límites. Apreciamos su excelente evaluación, ya que nos motiva a seguir brindando experiencias únicas a cada visitante.
Esperamos tener el placer de recibirles nuevamente para seguir creando momentos inolvidables en familia. Asimismo, le invitamos a seguir explorando nuestros otros parques o tours como Xailing Catamarán, Xel-Há o Xichén, los cuales podrían adaptarse a sus intereses y preferencias. Para obtener más información, por favor, contacte directamente a nuestro centro de atención telefónica, donde estaremos encantados de brindarle asistencia personalizada.
Saludos cordiales.
Brenda H.
Grupo Xcaret – Servicio al Cliente.
+52 (998) 883-3143 - US 855-326-0682
