Riviera Maya, Q.R. — Profeco, the Federal Consumer Protection Agency for Mexico, says they have received nearly 300 complaints against Xcaret brands this year alone. For this reason, the federal agency has opened a public breach of contract suit against the company.
According to Profeco (Procuraduría Federal del Consumidor), complaints have been received against Experiencias Xcaret Loyalty, Web and Hotels for breach of contract.
The main reasons for the complaints, they said, were the company’s refusal to refund payments, terminate contracts and provide the service.
In a statement, the Federal Consumer Protection Agency (Profeco), through the Subprocuracy of Services, reported that 257 complaints have been received in 2024 alone against the companies “Experiencias Xcaret Loyalty”, “Experiencias Xcaret Web” and “Experiencias Xcaret Hoteles”.
Of those, 195 are in the process of being addressed. The watchdog says since 2021, complaints filed against the company have increased. “In 2021, 57 were registered, in 2022 the number doubled to 131 and in 2023, 185 were registered,” Profeco reported in an official statement.
The complaints back to “the non-compliance with the tourist services offered during the years 2022, 2023 and 2024.”
