3 outdoor pools, pool umbrellas, sun loungers
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Reviews of Occidental Tucancún All Inclusive

3.5 out of 5
Occidental Tucancún All Inclusive
Avda. Kukulcan, km. 13,5. Lote 24, Cancun, QROO

Reviews

7.6

Good

Rating 10 - Excellent. 583 out of 1523 reviews" "
Rating 8 - Good. 400 out of 1523 reviews" "
Rating 6 - Okay. 270 out of 1523 reviews" "
Rating 4 - Poor. 128 out of 1523 reviews" "
Rating 2 - Terrible. 142 out of 1523 reviews" "

8.2/10

Cleanliness

8.2/10

Staff & service

7.6/10

Amenities

7.8/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

2/10 Terrible

Ricardo

Traveled with group
Disliked: Amenities, property conditions & facilities
Old property, room a/c not cooling properly, the food at the buffets and the Italian restaurant didn't have any flavor, they need to have more food choices house wines were really bad, internet wi fi and tv didn't work for one night and no umbrellas at the beach, ugh..!!
Stayed 4 nights in May 2024
Response from Paulina Arroyo on May 10, 2024
We are sincerely sorry to read that your stay at our hotel was below your expectations, we appreciate the time you took to share this information about your experience. We certainly believe that there is always room for improvement and your constructive opinion is very valuable to us.Once again, thank you for your visit and constructive criticism, we hope you had a good trip home and we would like to have the pleasure of welcoming you back to our hotels, ensuring in advance our best intentions at all times.Kind regards,

10/10 Excellent

henry

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Internet is very week and slow. Not enough charging system.
Stayed 1 night in May 2024
Response from Paulina Arroyo on May 10, 2024
We would like to thank you for choosing our hotel for your vacation, as well as for taking the time to comment on your experience with us.Access to our WiFi service may be slower during peak times when many customers want to connect to our network. However, we will pass on your comments to our technical department for review and improvement.Once again we thank you for your kind opinion of our hotel and we hope to welcome you again in the future.Kind regards,

6/10 Okay

Tyrell

Great time
Stayed 2 nights in May 2024
Response from Paulina Arroyo on May 10, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

4/10 Poor

Joey Ray

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Great views, friendly staff, but food quality was terrible. Our room a/c broke 3 separate times. Had to move rooms 3 times in 5 days. Nice if u plan on eating out but in the heat, gonna need that a/c.
Stayed 4 nights in May 2024
Response from Paulina Arroyo on May 9, 2024
Thank you for sharing your opinion about the hotel. In fact, from what you describe, it seems that some aspects of your stay did not meet our usual standards of service; Please accept our sincerest apologies for not making your stay with us a perfect time of relaxation and we greatly appreciate that you took the time to let us know.We hope to receive your visit again and we can regain your trust.Kind regards,

10/10 Excellent

Carmen Cruz Trujillo

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Employees were very polite and very knowledgeable.
Stayed 5 nights in Apr 2024
Response from Paulina Arroyo on May 8, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

8/10 Good

Javier

Traveled with family and small children
Liked: Cleanliness, amenities
It was good
Stayed 6 nights in Apr 2024
Response from Paulina Arroyo on May 8, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

6/10 Okay

Garland

Traveled with partner
Liked: Staff & service
This place was...OK....not spectacular and not horrible. 5 star food, we really enjoyed it. That was definitely the best part. The reservation restaurants at night were fine, but the buffet - oh, the buffet was so, so delicious. 3 star rooms. Cleaning ladies were nice and did a good job. Absolutely terrible internet connectivity, 0 stars there, no way to work while here. Maybe it was just the location of our room, but it was virtually impossible to get into the wifi from our room. Acceptable amounts of alcohol in the drinks. 3.5 stars on pools/ ocean/ chairs, towels. No pool noodles or toys or anything like that, and no drink service at the beach. Also, the process for getting beach and pool towels was somewhat arduous. They acted like I was intent on stealing the old ratty orange beach towels. Not likely. Overall, firm 3 out of 5. Good value for the money we paid, but I've had better. Also, it's not spotless, but far from filthy. Mid range all the way.
Stayed 5 nights in May 2024
Response from Paulina Arroyo on May 8, 2024
We appreciate your comments, your important observations will be transmitted to the corresponding area for your information.We hope to receive your visit again and we can totally exceed your expectations.Kind regards,

10/10 Excellent

grace alice

Really enjoyed the variety at the buffet and the adult pool is a great idea
Stayed 6 nights in Apr 2024
Response from Paulina Arroyo on May 7, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

10/10 Excellent

Zuleika

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Son muy amables
Stayed 2 nights in Apr 2024
Response from Paulina Arroyo on May 3, 2024
Deseamos agradecer sus amables comentarios y esperamos recibir su visita nuevamente.Saludos cordiales,

10/10 Excellent

Christal

Traveled with family
Liked: Cleanliness, amenities
Absolutely gorgeous, everyone was very friendly and bilingual. Delicious meals and room service! Always get extra water they go fast because of the heat! Don’t miss out on the excursions they are absolutely amazing! Snorkeling is amazing!!!
Stayed 7 nights in Apr 2024
Response from Paulina Arroyo on May 1, 2024
We thank you for sharing your opinion about your stay at the hotel. It's wonderful to hear that we were able to make your stay special. We would love to welcome you again very soon. Kind regards,

4/10 Poor

Dusty

Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
I did not think this was a resort I would come back to. There were clogged pieces of hair near the pool and on my patio, a dead bird stayed there for 6 hours with multiple unanswered requests to clean it. The beach had a large drop. The food was not very good and limited restaurant availability. I went for my birthday and they did not decorate nor celebrate with me after I requested it. Would not suggest it.
Stayed 4 nights in Apr 2024
Response from Paulina Arroyo on May 1, 2024
We sincerely appreciate the time you took to share your opinion after your visit to our hotel. Regarding the incidents regarding the cleanliness of your room, we would like to offer our sincere apologies as these are clearly practices that do not meet our quality standard. We thank you in advance for your opinion about our buffets, although we regret that we were not able to satisfy your culinary desires on this occasion. You can be sure that your comments will be shared with our chefs. Regarding the decorations, we regret not having informed you that they are previously scheduled with the concierge department for their respective follow-up, this is because they are not included in your reservation, however, it is possible to schedule a significant amenity during your stay. We appreciate the time you took to share your concerns, we hope you will give us the opportunity to serve you better in the future.

10/10 Excellent

Angela

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were helpful and friendly.
Stayed 5 nights in Apr 2024
Response from Paulina Arroyo on May 1, 2024
Thank you for your wonderful comments about the service you received from the team members, we look forward to welcoming you again. Best regards,

4/10 Poor

EDVIN

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Paulina Arroyo on May 1, 2024
We would like to thank you for your kind review, we hope to regain your trust on your next visit. Kind regards,

8/10 Good

Michelle

Disliked: Property conditions & facilities
The first night they had me in a room with a broken ac. They moved me to a bigger room with a way better view and closer to main areas. In the new room The shower door didn’t close so I had to hold it with my foot otherwise I really did have a great time there. Staff was great and the facility was very clean. I got two massages while there and that was really great too. You can also book excursions through the hotel however make sure you ask about drop off location because some of the excursions drop you off near the hotel late at night. I specifically asked this question and got a wrong answer. As a woman traveling alone that is an important thing to know. I let the excursion staff know the next day they should have given me a correct answer. Overall I would stay here again.
Stayed 6 nights in Apr 2024
Response from Paulina Arroyo on Apr 30, 2024
We appreciate your comments, rest assured that we will follow up on your important observations and we hope to receive your visit very soon.Kind regards,

8/10 Good

chukwuka chinenye

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything
Stayed 5 nights in Apr 2024
Response from Paulina Arroyo on Apr 29, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

8/10 Good

Bea Rivera

Stayed 3 nights in Mar 2024
Response from Paulina Arroyo on Apr 30, 2024
Deseamos agradecer su amable valoración y esperamos recibir su visita nuevamente.Saludos cordiales,

2/10 Terrible

Angela

Stayed 6 nights in Apr 2024
Response from Paulina Arroyo on Apr 30, 2024
Deseamos agradecer su amable valoración, nos hubiera gustado conocer sus comentarios, sin embargo esperamos nos permita la oportunidad de recibir su visita nuevamente y podamos recuperar su confianza.Saludos cordiales,

2/10 Terrible

lena

Disliked: Cleanliness, staff & service, property conditions & facilities
The FACT THAT THEY SEGERGATE PEOPLE BY THE WRISTBANDS COLORS IS APPAULING HERE. I didn't know there was a premium pay for better alcohol and better food. It was like a Racist vacation..not to mention toiolets mot working every day for 2 hours and food was like dog food.. I guess you get what you pay for..unkowning qe has to pay more to be treated right.
Stayed 7 nights in Apr 2024
Response from Paulina Arroyo on Apr 29, 2024
We appreciate your comments, we inform you that you can enter our official page where all the services and upgrades that the hotel offers are described.We are sorry that you were not properly informed and did not enjoy your vacation.Kind regards

8/10 Good

Aman

Liked: Cleanliness, staff & service, property conditions & facilities
Good resort to stay with family, the bathrooms could have been better/bigger but overall great friendly staff! Food was okay and the drinks were cool too! I would Recommend for a family
Stayed 4 nights in Apr 2024
Response from Paulina Arroyo on Apr 29, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

8/10 Good

Joumana Mohamad

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The people who worked there were very nice and friendly, very clean,I enjoyed the food and the activities
Stayed 4 nights in Apr 2024
Response from Paulina Arroyo on Apr 29, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

10/10 Excellent

Aly

Traveled with family and small children, Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Its a Family Resort. After 11pm everthing closes even the bar shuts down by 12 midnight. So for family its good.
Stayed 1 night in Apr 2024
Response from Paulina Arroyo on Apr 26, 2024
We would like to thank you for your comments. As you mentioned, we are a family hotel. We inform you that in the center of the hotel zone you can find all kinds of entertainment for all ages.We hope you visit us again in the future.Kind regards

2/10 Terrible

Leanne

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
This resort was very small, which we expected but so was all the amenities and services. The buffet was super small, no one wanted to eat there and we found out why when I got food poisoning the 1st night from it. They are beyond under staffed, the resort is not clean, I could keep going on. We stay in Mexico about 2 times a year and this was by far the worst. We left on day 2 and received a refund due to all the issues. Went to another resort.
Stayed 7 nights in Apr 2024
Response from Paulina Arroyo on Apr 26, 2024
We appreciate your comments, we are sincerely sorry to read that you were ill during your stay and we are sorry that we were not informed immediately as we would have been able to help you and call a doctor for a check-up. However, we would like you to be reassured regarding our hygiene procedures and point out that our hotel, like any other hotel in our chain, undergoes regular internal and external checks on food safety and adheres to Strict regulations on food processing, handling and preservation. Under no circumstances would we put the health of our guests at risk by offering food not suitable for consumption.Once again, thank you for your visit and constructive criticism, we hope you had a good trip home and we would like to have the pleasure of welcoming you back to our hotels, ensuring in advance our best intentions at all times.Kind regards

6/10 Okay

Sheila A, Keller

Liked: Property conditions & facilities
Just okay.
Stayed 4 nights in Apr 2024
Response from Paulina Arroyo on Apr 25, 2024
We appreciate your comments, we hope to receive your visit and completely exceed your expectations.Kind regards

10/10 Excellent

Michelle

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I don’t know what everyone is complaining about! I have to admit I was wary about coming after reading the reviews, but this place is phenomenal! The food is absolutely excellent. Lots of choices, and they do an amazing job of making things to fit all the cultures and different nationalities that are visiting. You can’t just have one kind of food and make everyone happy. The staff is amazing- try say thank you and their response is “it’s my pleasure”. They do their jobs with pride and smiles. Impressive- you don’t find that in the United States. And the pictures on their website do not do the place justice. Very well kept up and beautiful. Tons of places to lounge and relax with fabulous picturesque views. Yes the basic rooms are a little run down, but for the price what would you expect? They are still very clean and comfortable. The air worked and the beds were very comfortable.
Stayed 3 nights in Apr 2024
Response from Paulina Arroyo on Apr 23, 2024
We would like to thank you for the positive comments you have shared regarding your recent visit to our hotel, we are delighted to know that we were able to meet your expectations.We hope to have the great pleasure of receiving your visit again and continue to exceed your expectations.Kind regards,

10/10 Excellent

Alioune

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good customer service clean room we enjoyed the resort
Stayed 3 nights in Apr 2024
Response from Paulina Arroyo on Apr 23, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

8/10 Good

Salome

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Paulina Arroyo on Apr 23, 2024
We would like to thank you for your kind review and we hope to receive your visit again.Kind regards,

10/10 Excellent

Kimberly Ashley

Traveled with partner
Liked: Cleanliness, property conditions & facilities
I love this hotel. The staff is very friendly and welcoming. I had a few technical issues but hey were resolved quickly and in the best manner
Stayed 4 nights in Apr 2024
Response from Paulina Arroyo on Apr 22, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

8/10 Good

Owen Timothy

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
It was very nice and well kept. The staff was amazing. The only complaint would be we were not impressed by the restaurant options but thankfully the buffet that was always open always had something you could find.
Stayed 5 nights in Apr 2024
Response from Paulina Arroyo on Apr 17, 2024
We appreciate your comments, we do everything possible to ensure that our customers can enjoy an enriching dining experience in an unparalleled environment and with excellent service. Our restaurant team will continue working to surprise you with delicious local and international dishes on your next visit.Kind regards,

6/10 Okay

Travis

Traveled with group
Liked: Staff & service, property conditions & facilities
Overall great experience for the price. The buffet and snack bar food was very poor, but the restaurants in the resort were much better. The staff and drinks were great, overall lots of fun.
Stayed 5 nights in Apr 2024
Response from Paulina Arroyo on Apr 17, 2024
We appreciate your comments after your recent visit. Since we are always trying to improve, your feedback is crucial to our future success.Thank you for your opinion about our buffets, although we regret that we were not able to satisfy your culinary wishes on this occasion. You can be assured that your comments will be shared with our chefs to improve the dining experiences of our future guests.We are delighted that you enjoyed your stay with us, thank you for choosing us when you visit the area and we hope to welcome you again very soon.Kind regards,

8/10 Good

RAIZA

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice atmosphere , great people and excellent staff . Some work to do in the cleaning specially in bathrooms and room . I booked a estándar double beds room and a king size bedroom was the only one available and I was traveling with my mum 😳…according to them my 4 months ins advanced booking did not guarantee separate beds . That was not pleasant but Mexican people are great ! That changes everything !thank you
Stayed 7 nights in Mar 2024
Response from Paulina Arroyo on Apr 13, 2024
We appreciate your comments, we inform you that the type of bed is subject to availability, we regret the inconvenience.However, we are pleased to know that your stay was pleasant and you enjoyed our service.Kind regards

6/10 Okay

vincent

Stayed 5 nights in Mar 2024
Response from Paulina Arroyo on May 1, 2024
We would like to thank you for your kind review and we look forward to welcoming you again. Kind regards,

6/10 Okay

Adrienne

Traveled with partner
Disliked: Amenities
I should've listened to the reviews. The reviews were spot on. The food was horrible with limited options for breakfast, lunch and dinner. Not a breakfast person so grew tired of the eggs, salad and black beans for breakfast by day 3. You have to book one of the 2 special restaurant by 7am with very low end options and the same food everyday there too. Some days only 1 was available. Upon check in we were given the key to a room that was already occupied with the guest personal belongings exposed. Thankfully they weren't present how horrifying would that have been for all. We left immediately to report it to the front desk and the guy wanted to keep it hush with no apologies for the inconvenience. The beach is rough with surfer waves everyday. No umbrellas provided to relax on the beach unless you pay $20. Never experienced that at an AllInclu. They didn't change the bed sheets for the week we were there just made up the bed. I booked a king size ocean view and they gave me a dbl bed ocean view. The wait staff and bar tenders were nice that's the one positive experience that exceeded my expectations. Along with that it's in walking distance to the stores and the strip to catch a bus to the hotel zone. No entertainment on site that I can remember during the day or night.
Stayed 6 nights in Apr 2024
Response from Paulina Arroyo on Apr 11, 2024
We sincerely appreciate the time you took to share your opinion after your visit to our hotel. Our customers' opinions are of utmost importance to ensure compliance with our service standards at all times. Please accept our sincere apologies for the incident you experienced during your stay.Kind regards,

8/10 Good

Amy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024
Response from Paulina Arroyo on Apr 11, 2024
We would like to thank you for your kind review and we hope to receive your visit again.Kind regards,

4/10 Poor

BARBARA

Traveled with family
Disliked: Cleanliness
An article was taken/stolen from our bag in the room and had very little to none interest from the staff to resolve.
Stayed 8 nights in Jan 2024
Response from Paulina Arroyo on Apr 8, 2024
We appreciate your comments, we regret the incident, your comments will be transmitted to the corresponding area for your information.Kind regards,

10/10 Excellent

Emily

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Jose at the front desk was amazing!
Stayed 5 nights in Mar 2024
Response from Paulina Arroyo on Apr 8, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

6/10 Okay

Tammy, Shakopee

Liked: Cleanliness
Disliked: Property conditions & facilities
Stayed 7 nights in Mar 2024
Response from Paulina Arroyo on Apr 9, 2024
We would like to thank you for your kind review, we would have liked to know your comments, we hope you will give us the opportunity to receive your visit again and we can exceed your expectations.Kind regards,

2/10 Terrible

Brandy

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This property’s customer service was terrible. I called 7 different times and was disconnected 5. They were rude and unhelpful. They told me different things every time I actually spoke with someone. I was on hold for over 20 minutes.
Stayed 5 nights in Apr 2024
Response from Paulina Arroyo on Apr 8, 2024
We appreciate your important comments, we are dismayed to read your comments about the service you have received during your stay with us. Especially since his comments do not reflect the usual standard of service that we strive to ensure for our guests. However, please rest assured that your opinion will be shared with our department heads to inform them of this situation and to act accordingly.We hope to have the pleasure of receiving your visit again and to regain your trust.Kind regards,

8/10 Good

Nolan H

Traveled with group
Liked: Cleanliness, amenities, property conditions & facilities
The area and the resort itself were great, the food could be a bit better but overall it was well worth the price
Stayed 5 nights in Mar 2024
Response from Paulina Arroyo on Apr 6, 2024
We appreciate your comments, we do everything possible to ensure that our customers can enjoy an enriching dining experience in an unparalleled environment and with excellent service. Our restaurant team will continue working to surprise you with delicious local and international dishes on your next visit.Kind regards

4/10 Poor

Alexis Kathleen

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
I would never recommend this hotel. Our room was run down, beyond what one would expect in a cheap hostel. Stains on floors, plastic shower door with huge scratches, baseboards that were falling apart. Our air conditioning did not work the first night our room was over 26.5 degrees-it was nearly impossible to sleep. We eventually got moved to another room the next day- but still the air conditioning barely worked. It never got any cooler than 23 degrees in our room. The “sea view” Room that we booked with a balcony was not the room that we originally got. We were told that the balcony as identified on the Expedia website when booking the room was not guaranteed. Our room was rarely cleaned-only once during our weeks stay did we actually have a full clean. We had to continually ask for face cloths or hand towels. Sheets were old and so worn through in some places you can see right through them. My son is celiac and there were very limited options-despite the hotels website and Expedia confirming there were good options for him. Only 2 a la carte restaurants totally booked by 730am. So you had to wake up early and stand in line to not eat at the buffet. Food options were not great-best food we had was in Xel-Ha or Isla mujares -which we had to pay for. Most times food was cold in buffet. Sat through the membership presentation as we were told we would get a refund at the airport-false-lost our money. Would not recommend this resort.
Stayed 7 nights in Mar 2024
Response from Paulina Arroyo on Apr 4, 2024
Aunque lamentamos sinceramente leer que su estancia en nuestro hotel estuviera por debajo de sus expectativas, agradecemos el tiempo dedicado a compartir esta información sobre su experiencia. Sin duda creemos que siempre hay margen de mejora y su opinión constructiva es muy valiosa para nosotros, transmitiremos sus importantes observaciones a las areas correspondientes para su seguimiento.Una vez más, gracias por su visita y críticas constructivas, esperamos que haya tenido un buen viaje de regreso a casa y nos gustaría tener el placer de recibirle de nuevo en nuestros hoteles asegurando de antemano nuestras mejores intenciones en todo momento.Saludos cordiales,

6/10 Okay

sushela

Traveled with family and small children
The beach view was out of a magazine. The water was always rough. The room is big but dated. Very slim options for vegetarians.
Stayed 5 nights in Mar 2024
Response from Paulina Arroyo on Apr 3, 2024
We appreciate your kind comments, we are pleased to know that the location was pleasant for you, we suggest that on your next visit you notify us if you have any dietary restrictions so that we can follow up on your requirements.Kind regards,

10/10 Excellent

Cinthia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Paulina Arroyo on Apr 1, 2024
We would like to thank you for your kind review and we hope to receive your visit again.Kind regards

2/10 Terrible

John, Walnut

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Worst Experience ever been to. Not clean and horrible food and services.
Stayed 1 night in Mar 2024
Response from Paulina Arroyo on Apr 2, 2024
We appreciate your comments, we are sorry that your stay was not what you expected, your important comments will be transmitted to the corresponding areas for information and follow-up.We appreciate the time you took to share his concerns, and we hope you will give us the opportunity to serve you better in the future.Kind regards,

8/10 Good

Marco

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service
good location
Stayed 6 nights in Mar 2024
Response from Paulina Arroyo on Mar 29, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

4/10 Poor

Lisa

Traveled with group, Traveled with partner
Liked: Staff & service
Disliked: Amenities
Checked in, our door was open. Door would not close completely. Strong wind would blow door open. Next day requested to fix. Supposedly fix. On day 3, same issue. Couldn't leave room, missed dinner reservation. Finally demanded a new room. They did agree to move us. Then...the power went out over the entire hotel zone from about mid night to 6 am. Then out again around 8am to approximately 10am. The food was bland and same thing daily. The "Italian" restaurant...laughable...nothing Italian except some bland pizza squares. NO PASTA in the Italian restaurant. Best food experience was Mexican restaurant-- and "Uncle" Daniel was THE BEST. He was always there to help and provide info. Overall, I simply would not recommend Occidental Tucancun..It needs a complete overall. And the location is just not desirable!!! Located behind a mall and hospital!!
Stayed 4 nights in Mar 2024
Response from Paulina Arroyo on Mar 29, 2024
Although we are sincerely sorry to read that your stay at our hotel was below your expectations, we appreciate the time you took to share this information about your experience. We certainly believe that there is always room for improvement and your constructive opinion is very valuable to us.We sincerely regret the incidents in the room which will be transmitted to the corresponding area for follow-up and to avoid future complaints.We are very disappointed to read your dissatisfaction with the dining experiences, we know that meals are an important aspect of our guests' vacation experience. Therefore, we will make sure to take your opinion into account to improve our services in this regard.We appreciate the time you took to share your concerns, we hope you will give us the opportunity to serve you better in the future.Kind regards,

8/10 Good

Darlene

Stayed 6 nights in Mar 2024
Response from Paulina Arroyo on Apr 17, 2024
We would like to thank you for your kind review and we look forward to your next visit.Kind regards

2/10 Terrible

fred

Liked: Cleanliness, staff & service, property conditions & facilities
.worst food ever and ceap drinks i got sick with food Poiso from the buffet.
Stayed 6 nights in Mar 2024
Response from Paulina Arroyo on Mar 28, 2024
We appreciate your feedback, we are sincerely sorry to read that you were ill during your stay and we are sorry that we were not informed immediately as we would have been able to help you and call a doctor for a check-up. However, we would like you to be reassured regarding our hygiene procedures and point out that our hotel, like any other hotel in our chain, undergoes regular internal and external checks on food safety and adheres to Strict regulations on food processing, handling and preservation. Under no circumstances would we put the health of our guests at risk by offering food not suitable for consumption.We will transmit your important observations to the corresponding area for your knowledge and follow-up.Kind regards

6/10 Okay

Rachel

Liked: Staff & service
This place is quite run down and offers limited amenities. Old and tired. A 3 star at very most.
Stayed 1 night in Mar 2024
Response from Paulina Arroyo on Mar 27, 2024
We appreciate your comments and we regret not having been able to meet your expectations. Your important observations will be transmitted to the corresponding area for your information.We hope to have the pleasure of receiving your visit again and to regain your trust.Kind regards,

10/10 Excellent

Brian

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Thankyou for the great stay!
Stayed 5 nights in Mar 2024
Response from Paulina Arroyo on Mar 26, 2024
We appreciate your kind comments and hope to have the pleasure of receiving your visit again.Kind regards,

8/10 Good

Imelda F, Las Vegas

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything about the property met expectation. The only thing tourist don’t like was the check in policy. It would be convenient if they have option for the early incoming guest that came from another country. We arrived at the hotel at 7:30 am and needed to wait till 3pm to be able to rest in the room, considering we left the US 5:00pm one day prior.
Stayed 3 nights in Feb 2024
Response from Paulina Arroyo on Mar 25, 2024
We appreciate your kind comments and important suggestions which will be transmitted to the corresponding area for your knowledge.Kind regards,

6/10 Okay

Julie

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was beautiful. Everything about the stay was great, except for the food. The food was terrible.
Stayed 6 nights in Mar 2024
Response from Paulina Arroyo on Mar 25, 2024
We appreciate your comments, we are very disappointed to read your dissatisfaction with the dining experiences, we know that meals are an important aspect of our guests' vacation experience. Therefore, we will make sure to take your opinion into account to improve our services in this regard.We hope you give us the opportunity to receive your visit again and we can exceed your expectations.Kind regards