Ratings based on 1,533 Verified Reviews

3.9 out of 5
79% of guests recommend
4.3 Room cleanliness
4.1 Service & staff
3.9 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jun 3, 2017
From check in to checking out our experience with the hotel staff was awesome! Everyone was so friendly,so much to explore & our room was always clean & smelled nice when we would go back to shower and get ready for the next adventure!
Comment from Hotel Management
Jun 6, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We would like to thank you for choosing Occidental at Xcaret Destination 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. Wow! 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. Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Bristow, OK

Awesome jungle setting !

Posted Jun 3, 2017
Pros: jungle setting and the lobby with water was awesome !
Cons: Restaurant and bar by the lagoon to stay open late.
Location: Xcaret Park and Xplor Park were so much fun, lots to do for the day pass.
I loved the jungles setting and the monkeys all around. The hotel was absolutely beautiful. I really would have loved for the restaurant by the lagoon to have been open for dinner. Everything was AAA+++
Comment from Hotel Management
Jun 6, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Dear Karen, 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. It was and it always will be a pleasure to host you, do not hesitate to contact me if you have special requests for your next visit at xcaret.socialmedia@occidental.barcelo.com, I will be really pleased to help you. Regards.
3 out of 5
by A verified traveler

Jungle experience close xcaret but disappointing

Posted Jun 2, 2017
Pros: jungle experience and wild life. Pools with activities, close to xcaret if you want to go. Good coffee at the pay by peso coffee stand.
Cons: Improve the overall quality of the food and have more options. Provide a shuttle service to playa del carmen. Include WIFI in the price of the room.
Location: Xcaret and jungle hikes that is about it. It is pretty isolated.
This was our first experience to an all inclusive resort in Mexico. Unfortunately our experience was disappointing. We picked this hotel partly because they claimed to give a $500 resort credit however it just meant up to 500 in discounts so 25% off of spa service etc. only 2 restaurants are open for lunch and dinner and they are buffets with ok to poor food. After the second day of staying there you get real tired of the food there. The dinner restaurants usually have a wait and have so so food. Some of the food options are unrecognizable however the steakhouse was good and breakfast was pretty good as it is hard to mess up pancakes at least. After ordering multiple drinks we decided pina coladas were the best and an least watered down. There really isn't a true beach here on the ocean it is just and inlet tide pool you can wade in, waves seemed to choppy to snorkel. WIFI is expensive here. I would never stay here again it kinda made me not want to go to mexico again.
Comment from Hotel Management
Jun 6, 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. I’m very sorry to hear about your disappointing experience at Occidental at Xcaret Destination. We pride ourselves on providing guests with amazing and memorable vacations, offering high quality service, and we regret that this is not what you experienced. We would love to have a second opportunity to demonstrate you the high quality standards our brand is known for. Regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from la

Nice views. Pools are perfect for kids. Nice hotel

Posted May 31, 2017
This hotel is really nice. But needs some upgrading. In certain sides of the hotel. But it has nice pools . Nice beaches. The park is a must! U have to go to it. Personnel is really interactive. It was good after all
Comment from Hotel Management
May 31, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Dear Johana, 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 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 fulfill 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. We hope to have the pleasure to host you again. Regards, Claudia Uscanga Hondal Social Media & Costumer Care Coordinator
5 out of 5
Recommended
for Everyone
by A verified traveler from Missouri

Great first experience at an all-inclusive hotel

Posted May 31, 2017
Cons: The only thing I did not like was the staff trying to sell timeshares and activities every where we went and did not like to take no for an answer.
Location: Very convenient and close to the Xcaret park.
The hotel was great, staff was very friendly. I really enjoyed that my daughter was able to hold different animals and get her pictures taken with them daily. She loved the monkeys and feeding them banana's daily. Food was good other than the steakhouse. Will be coming again next year.
Comment from Hotel Management
May 31, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Dear Kelly, Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental at Xcaret Destination. We are always concerned about guests’ wellbeing and strive to make their holiday an unforgettable experience. We are thrilled to know that beside this, you had a wonderful time. Regards, Claudia Uscanga Hondal Social Media & Costumer Care Coordinator
2 out of 5
by A verified traveler from Boston

Experience

Posted May 29, 2017
Pros: Excaret was included for a fee.
Cons: The care for the. Customer could be .such better. Almost apathetic
Location: The location was close to downtown and excaret is attached to the hotel.
If you have read any occ my reviews then you know I like to write well of my experience. I just can not do that this time. Right from the start they tried to give us an inferior room and from there they were just not concerned if we were happy. It was like just move along please.
Comment from Hotel Management
Jun 1, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Dear Lynne & Norm We would like to thank you for choosing Occidental Grand Xcaret 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. Please accept our apologies for the lack of service, I never like to read such comments nevertheless I appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. All comments have been addressed and I can assure you that immediate improvements have been made. Thank you for staying with us and I hope you will give us another opportunity to serve you. Kind Regards
4 out of 5
Recommended
for Everyone
by A verified traveler

Beautiful resort

Posted May 29, 2017
Beautiful resort just had some issues checking in when we arrived. The front office wasn't very helpful when our issue happened but, We had a great time at the beaches and restaurants. The service at the restaurants was excellent and great views from our room. Our room was close to everything and enjoyed our stay for the most part. I would recommend it to others looking for a resort in the Playa Del Carmen area.
Comment from Hotel Management
May 31, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Dear Maria, We truly appreciate your sincere and constructive comments. I truly regret the inconveniences you had during their 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. Your feedback is of the utmost importance to us in our daily efforts of providing the service and attention you deserve. Thank you for staying with us and I hope you will give us another opportunity to serve you. Regards, Claudia Uscanga Hondal Social Media & Costumer Care Coordinator.
4 out of 5
Recommended
for Everyone
by A verified traveler from North Carolina

No problems or concerns. Great Vacation!

Posted May 29, 2017
Had a great time at this resort. Clean, comfortable, all staff very friendly and helpful. Lots of wildlife...monkeys, iguana, deer, flamingos, birds...always something to see. The entertainment staff was very good and night shows were great! Just an FYI- lots of walking and lots of stairs! We didnt mind this at all, but could be difficult for some.
Comment from Hotel Management
May 31, 2017 by Social Media & Customer Care Coordinator, Hotel Management
Dear Mai, We would like to thank you for choosing Occidental Grand Xcaret as your holiday destination during your visit to Riviera Maya; Our goal is to serve all our guests with the highest level of service and satisfaction. 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 hope to have the pleasure to host you again.
4 out of 5
Recommended
for Everyone
by A verified traveler from R

Great hotel

Posted May 28, 2017
Great hotel, the beach pool with ocean water was very nice, as were the other pools and beach. There are a lot of things to do in the hotel, we got the xcaret pass so it was nice to be there without having to go out to keep ourselves busy. The only problem was the shower in the room. I don't know if there was a problem with the shower head, but there was almost no water coming out. But we didn't ask if they could fix it.
Comment from Hotel Management
May 29, 2017 by Social Media & Costumer Care Coordinator., Hotel Management
We appreciated your sincere comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. We are thrilled to know that beside this, you had a wonderful time.
5 out of 5
Recommended
for Everyone
by A verified traveler from Meridian, Idaho

Unforgettable memories and times to be had.

Posted May 27, 2017
My family and I had an amazing vacation at the Occidental at Xcaret. The staff was very friendly and helpful. I highly recommend the all inclusive Xcaret package. You will need more than 1 day to view everything at Xcaret so plan for that. Also make sure to see the Mexico Espectacular show at Xcaret it is a must see for all ages. The extra money spent on the package is well worth it. The only downfall that I can think of is that some of the specialty restaurants require pants and button up shirts for the guys at dinner. It's very hot and humid as it is so adding pants makes it more uncomfortable. The food at the specialty restaurants is very good though. All in all this was an amazing trip and my family and I plan on visiting again in the near future.
Comment from Hotel Management
May 29, 2017 by Social Media & Costumer Care Coordinator., Hotel Management
We are absolutely delighted to read you felt warmly welcomed and that the hotel provided a personalized and friendly atmosphere. Your feedback is extremely important to us, we will share it with our team to encourage them to continue improving. I will be glad to share your kind comments with our Management; the recognition is the best recompense to the daily effort. It was an honor to host you and your family and I hope that Occidental Grand Xcaret will be your number one choice for future family vacations.