Ratings based on 1,682 Verified Reviews

3.9 out of 5
80% of guests recommend
4.3 Room cleanliness
4.1 Service & staff
4.0 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Sep 21, 2017
Everybody was extrimily friendly. We had a great time the rooms very clean, the installations of the hotel amaising !
Comment from Hotel Management
Sep 21, 2017 by Social Media & Customer Care Coordinator, Hotel Management
! We loved how in a few words you described the incredible experience. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. We would like to express our most sincere gratefulness for your kind words about the service you received. We hope to have the pleasure to host you again.
5 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

All inclusive paradise!

Posted Sep 20, 2017
Pros: The beds were incredibly comfortable as were the pillows. I hate sleeping in hotel beds when the pillow situation is bad, but these were great.
Location: Honestly the Xcaret park was a bust for us. Reading online I got the vibe it was more than a water park, but that's really what it is. Not our scene.
This was our first experience with an all inclusive resort and we do not regret it. Driving up to the front of the hotel is like a scene from Jurassic Park - beautifully constructed tropical architecture with hints of palm fronds. As soon as you step foot onto the property, the hotel staff is at your service. The bell hops hold your bags while you check in. Give them your room # and they'll deliver them straight there. Each building has a small lobby with hotel staff to greet and help you to your room. Any questions, these are the people to assist to. Put on your swim suit and head to a pool, any pool! There are so many and probably one right outside your room door. Not feeling the pool? Head to the beach, your own little cove. Protected from the waves, surrounded by cabanas and hammocks and chairs. Don't bother with the snorkeling gear, you can see the fish right through the clear blue water. Hungry yet? Visit any one of the about a dozen restaurants/cafes. Pretty decent selection for the buffets, delicious menu items at the sit down style venues when you're feeling fancy. Try the seafood stew at the pool restaurant. Delicious doesn't describe it well enough. My group kept commenting to each other how nice all the staff were. Not just nice, like literally THE nicest people we've ever met. Everyone greets you. The concierge, the wait staff, the janitorial staff, the tram drivers...everyone will smile and say hello to you. Genuinely good people.
Comment from Hotel Management
Sep 20, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to express our most sincere gratefulness for choosing us as your holiday destination. We are really glad to hear that you enjoyed your holiday very much and we will like to thank you to share your experience with us. We would like to thank you for taking the time to highlight our hotel features down to the detail. We are absolutely delighted to read that you enjoyed your stay, and appreciate the proactivity and kindness of our staff. Our staff attaches a great importance to our guests’ well-being and has the pleasure to make unforgettable experiences for you at each visit. We will share your comments with all the team to encourage them to continue improving, and will take into great consideration your opinion. It gives me a great pride to know that our staffs are commended for their kindness and professionalism. I will share your comments with the team, I am sure that this will serve as an encouragement to our staffs as we constantly strive to provide consistent quality of service to our guests. We loved how in a few words you described the incredible experience. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. We would like to express our most sincere gratefulness for your kind words about the service you received. It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.
4 out of 5
Recommended
for Everyone
by A verified traveler from Pennsylvania

Nice resort in rain forest

Posted Sep 19, 2017
Hot and humid. Lots of sun. Great weather. We went in September (the off season) it was great! Not crowded and no waiting in lines for drinks and restaurants. Dress code is ridiculous. Long pants in 98 degrees with: 100% humidity. Staff was friendly but pushed to do a time share tour and sales pitch. No beuno! Also misrepresented xcaret park and ticket $$$$. Watts of $$$$
Comment from Hotel Management
Sep 19, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback. We have carefully noted each point you raised and would like to apologize for the experience which left you with dissatisfaction. We hope to have another opportunity to host you.
4 out of 5
Recommended
for Everyone
by A verified traveler from San Diego

Huge Hotel

Posted Sep 18, 2017
Huge Hotel! Be prepared to walk around. It's great if you like to jog a couple miles, just jog around the whole property. Very clean, friendly staff, and bars everywhere on the property.
Comment from Hotel Management
Sep 20, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback. We will never grow tired of reading such complimenting reviews or of providing the type of service that warrants feedback such as yours. It is a real pleasure to know that you had a wonderful time, and you enjoyed the complex surroundings. We hope to have the pleasure to host you again.
4 out of 5
Recommended
for Everyone
by A verified traveler from Deerfield Beach, FL

Excellent Hotel & Relaxing Stay

Posted Sep 17, 2017
Pros: Location, Salt Water Adult only pool, Snorkeling onsite, wildlife onsite, the grounds, Xcaret park next door, restaurant options
Cons: Pacos Tacos - they had no salsas or avocado, aguas frescas were not natural just as in the buffet restaurants
Location: Alot to do at hotel grounds, Xcaret park, Xenses park, Xplora park, Cenotes, Playa del Carmen, Tulum, Xelha
Beautiful grounds and facilities. Check in a breeze just as check out. Staff all friendly & pleasant. Some walking distances from room to facilities however pleasant walks through grounds which are huge. Plenty of restaurants and food choices. You will not go hungry, some dishes are hit & miss. Xcaret park next door is a must & you will need at least 2 day pass. Plenty of wildlife on site such as iguanas, white tail deers, parrots, spider monkeys right in your balcony. Rooms are clean & comfortable. There is a snorkeling site right off the salt water pool which is amazing & adults only. It also has plenty of pools right in the middle of jungle with plenty of shady places & some areas also have hammocks for your siesta. The lobby is huge & beautiful always something going on different music each night. They had mexican fiesta cocktail in lobby each day at 4 pm with different mexican appetizers & a tequila bar to sample different kinds of tequila & mexican folklore dancers from different region of Mexico. The appetizers tacos dorados, chalupas etc. & different salsas which were excellent. They also have a different show in their onsite theater each night. This resort is great for people who just want to relax & not leave or just as good for people who want to explore the surrounding areas such as Playa del Carmen, Tulum, Cenotes & even Cozumel. Overall an excellent experience.
Comment from Hotel Management
Sep 18, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback. We are absolutely delighted to read that you enjoyed your stay, and appreciate the proactivity and kindness of our staff. Our staff attaches a great importance to our guests’ well-being and has the pleasure to make unforgettable experiences for you at each visit. We will share your comments with all the team to encourage them to continue improving, and will take into great consideration your opinion. We truly appreciate your sincere and constructive comments and we are very pleased to know you had a delightful stay with us and that we were able to fullfill all your expectations. We strive in having a great ambience to satisfy all of our guest needs, so we are very pleased to read you enjoyed your stay with us. I have noted all your comments and suggestions which I will constructively use to improve our services and facilities. We hope to have the pleasure to host you again.
3 out of 5
by A verified traveler from Park City

Nice facility, close to Xcaret, not great service.

Posted Sep 17, 2017
Very impressed with the resort grounds and variety of food options. Resort is very big, lots to see and walking access to Xcaret. Beach is small though perfect if you plan to spend time away from the hotel on excursions. Staff does not speak great English and those that do don't know much about rules, or Xcaret access points (Initial entry can only be made at the front of the resort by the lobby river, not the beach entrance). Dress code for men STRICTLY enforced must wear pants and closed toed shoes. The resort does charge for alternative food options (I.e lobster) which they DO NOT take cash or American Express only Visa. Don't forget or else you'll take a LONG hot walk back to your room before they will serve you and they then make you feel like it's your fault though it's not mentioned anywhere on their menus. ALL pools and most bars close at 7pm, no hot tubs unless you are on the Royal level. Great location for Playa access and Cozumel very short taxi ride (250 peso). If you plan to spend a lot of time on your trip at the hotel for a view, relaxing beach, and no mosquitos (it's in the jungle) this is not your spot. Otherwise it's great, especially for active couples with no kids that don't spend a lot of time at the hotel but want good clean amenities when they come back. Book with Expedia they helped us throughout the trip which added to a great experience, especially for airport transportation and excursions!!! Good price.
Comment from Hotel Management
Sep 19, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. Our goal is to serve all our guests with the highest level of service and satisfaction. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience. I truly regret the inconveniences you had during your stay. We have carefully noted each point you mentioned in order to improve, we are always worried about our guest’s well-being and strive to make holidays at our property an unforgettable experience. We are very concerned that despite of several efforts, we unfortunately failed to please you during your stay. I will share your comments with the manager immediately to ensure we are maintaining the high level of service we pride ourselves on. We would love to have a second opportunity to demonstrate you the high quality standards our brand is known for.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Sep 17, 2017
The hotel is very beautiful and the staff was extremely pleasant and helpful. The grounds are very large and can be confusing sometimes but a day or two gets you used to where you're going. Definitely recommend here for nature lovers looking to relax.
Comment from Hotel Management
Sep 18, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Thank you for taking the time to share your Occidental at Xcaret Destination experience. We have taken all your feedback on board and this will be used constructively to perfect our future guests’ experience. We loved how in a few words you described the incredible experience. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. We would like to express our most sincere gratefulness for your kind words about the service you received. We hope to have the pleasure to host you again.
4 out of 5
Recommended
for Everyone
by A verified traveler

Had an awesome time. Great staff

Posted Sep 16, 2017
Would highly recommend it. Pools were great and the food too. Definitely goi ng back
Comment from Hotel Management
Sep 18, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback. We truly appreciate your sincere and constructive comments and we are very pleased to know you had a delightful stay with us and that we were able to fullfill all your expectations. We strive in having a great ambience to satisfy all of our guest needs, so we are very pleased to read you enjoyed your stay with us. I have noted all your comments and suggestions which I will constructively use to improve our services and facilities. The biggest compliment that our team can get is your desire to return. It will be our pleasure to welcome you once again.
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel

Posted Sep 14, 2017
Nice hotel, good pools, comfortable rooms, the food could be better
Comment from Hotel Management
Sep 15, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback. We loved how in a few words you described the incredible experience. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. We would like to express our most sincere gratefulness for your kind words about the service you received. We hope to have the pleasure to host you again.
4 out of 5
Recommended
for Everyone
by A verified traveler from london

Environmentally friendly hotel and grounds

Posted Sep 14, 2017
Pros: Lovely extensive grounds which are very well cared for as is the overall hotel. very good and friendly staff....actually good value...
Cons: the checking in process is dreadful.....had to wait 3 hours to get into the room...on a hotel of this size, this is totally unnecessary.
Location: Highly recommend the next door park, which is too big to explore in one day....the unlimited pass is worth the cost as it means you can take your time
Lovely hotel and neighbouring park ; good food and environment with friendly staff. Their allocation (of rooms) process needs serious improvement as they do not provide the room until 15.oo which is unacceptable after a long journey, but otherwise very good...no real need to leave the resort during the stay and provides a real haven. Lots of local wildlife as well....monkeys, macaws, deer, iguanas, flamingos etc with dolphins and manatees in the attached park.
Comment from Hotel Management
Sep 14, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to thank you for choosing Occidental as your holiday destination during your visit to Riviera Maya. Our guests play a key role in helping us to improve our services and we truly appreciate the feedback. We will never grow tired of reading such complimenting reviews or of providing the type of service that warrants feedback such as yours. We hope to have the pleasure to host you again.