Ratings based on 1,395 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
3 out of 5
by A verified traveler from f

Posted Feb 22, 2017
We were given the wrong room upon checking in. We booked a king bed and were given two queens for our valentines trip! Restaurant hosts are useless at predicting wait times. The Italian restaurants food was nowhere even close to bad Italian. We booked to go scuba diving and our dive instructor left before the end of the return drive to the hotel.
Comment from Hotel Management
Feb 24, 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. Is important to clarify that all guest requests such as king-size beds, are subject to availability, we are very sorry if this shall caused you an inconvenient. Please accept our apologies for not living up to your expectations and thank you so much for taking the time to write this review as it give us the opportunity to improve.
2 out of 5
by A verified traveler from Playa del carmen

Very disappointed

Posted Feb 19, 2017
Pros: location
Cons: The reception staff, should be more resolutive, and should listen to he customers, Especially the reception manager
Location: Xcaret
We choose the Hotel because was near by Xcaret, unfortunately we have problems from the begining, the rooms they give us were dirty they did not change the rubbish from the bathroom, the shower was broken, and we have the lubricant from the last guest....and also we asked views to the garden or pool, but our view was the tennis court.... was like a joke we came from UK to see tennis court.... The Hotel is so big that the have golf cars to take you to the beach, to the pool, to the lobby etc , they stops where you have to wait "maximum" 10 minutos to take one, but the reality is that the most time you have to walk because the cars dont show up, or you wait between 20 a 40 minutes.... We complain about our rooms at the reception desk, we talk with Claudia "la gerente" but she did not do nothing about it..., she did not report to maintenance.... so after 24 hours of any response we finally when to talk with Beatriz from customer service and she fix the problem. The last they we wait more than an hour for the door bell to take our suitcases to the lobby to do the check out. Very disappointed with the hotel, we been in Mexico twice and we were very happy with the Hotels RIU, we choose Occidental Xcaret because the location but was a BIG mistake.
Comment from Hotel Management
Feb 21, 2017 by Social Media & Customer Care Coordinator, Hotel Management
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. Please accept our apologies for not living up to your expectations and thank you so much for taking the time to write this review as it give us the opportunity to improve.
3 out of 5
Recommended
for Everyone
by A verified traveler from Nanaimo

Beautiful, pushy Occidental staff, Expedia great

Posted Feb 17, 2017
Pros: Tons of things to do and see and explore. The food was really good, even the buffet. The Expedia "on site" people were excellent !
Cons: Get rid of those rude,pushy Occidental staff that won't even give you the time of day unless you book an excursion.
Location: Get a week pass & take in Xcaret right at the hotel, go back everyday to have fun. Full day of fun at Explor Xcaret.
Beautiful, but pushy Occidental staff to take excursions. Fabulous all inclusive, but the staff was so pushy, to the point of being rude about taking excursions. If you didn't want to pay extra to take any excursions, they did not want to be helpful. Tons of things to do and see and explore. The food was really good, even the buffet. The Expedia "on site" people were excellent ! Went out of their way to help you in any way! Did have one really nice Occidental staff person that help me print out my return flight e-tickets.
Comment from Hotel Management
Feb 20, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.
5 out of 5
Recommended
for Everyone
by A verified traveler from Moses Lake WA

Awesome place, there is quite a bit of walking

Posted Feb 16, 2017
I stayed here because my daughter got married her, it was a very nice place to stay and a beautiful setting for a wedding. The staff was very friendly. I would definitely stay here again.
Comment from Hotel Management
Feb 17, 2017 by Social Media & Customer Care Coordinator, Hotel Management
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.
4 out of 5
Recommended
for Everyone
by A verified traveler from Oklahoma

Good and Getting Better - Great Bang for Your Buck

Posted Feb 15, 2017
Pros: The staff, the drinks, and the overall relaxing atmosphere. Also the XCaret eco park is right next door and a very worthwhile experience
Cons: Initial maid service was spotty, but got fixed. Vacation Club is not for everyone and is nicely pushed, but you have to say no quite a few times
Location: The beach area is not the best, but it is the tradeoff you have with the nice jungle atmosphere. I would do the dolphin adventure at XCaret next time
Occidental is now owned by Barceló. I stayed here over a year ago for the first time and came back, so obviously I liked it. The food and entertainment is improved from last time, as well as the check-in and check-out process. The food is good, not great, but that is sort of expected from a 4 star all-inclusive. This place is a great value for your vacation dollars. The jungle is everywhere and you can easily walk from place to place. Saw deer, monkeys, strange large guinea pig like things, and a thing that looked like a cross between an anteater, a cat, and a raccoon. The sit down restaurants are OK (Steakhouse & Italian) to good (Fish & Mexican) to very good (Oriental). The rooms are clean and a little tipping to the maid gets you beer in the fridge and neat towel creatures on your bed. It is not crowded and we could always get into the restaurants, get beach chairs, and if early enough, beach cabanas. The service here is great - the waiters are always smiling and helpful. Again, a few tips here and there and you get the deluxe treatment. Each building has some folks at the entrance that are helpful and a little pushy with the "vacation club" thing. We attended a presentation - it is not bad, but really don't see the advantage to becoming a member. DO NOT ATTEND THE VIDANTA VACATION CLUB PRESENTATION (A DIFFERENT PROPERTY) UNLESS YOU WANT TO HAVE HIGH PRESSURE SALES TATICS USED ON YOU FOR 3-4 HOURS - IF YOU CAN ESCAPE, THAT IS. The Occidental folks were nice
Comment from Hotel Management
Feb 21, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. It was a pleasure to host your holiday.
4 out of 5
Recommended
for Everyone
by A verified traveler from Seattle, WA

Large resort with great pools!

Posted Feb 14, 2017
Pros: We really enjoyed all the pools. With 5 pools there was always a beach chair available.
Cons: The beds were quite hard so it was hard to get comfortable.
We stayed at Occidental for 5 days. The resort is very large so there is a lot of walking involved which I didn't mind. The pathways are all wonderfully landscaped and you feel as though you are walking through a jungle at times. There is wildlife all over the resort which my kids loved! While there isn't a sandy beach on the ocean at the resort, there is a nice sandy lagoon which we enjoyed. There is plenty of fish so the kids were able to snorkel right there. Our only issue we had was a leaking AC unit but once we called the front desk they came and fixed it right away. The hotel staff were all very friendly and no one was too pushy regarding timeshares. We would definitely come back!
Comment from Hotel Management
Feb 17, 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. We are delighted to read, that we were up to par to your standards. We hope to have the pleasure to host you again.
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice grounds!

Posted Feb 14, 2017
Resort was nice! Clean room! Areas for improvement- towels availability near pools! Bars limited to one bartender waited to get drinks. Pool service waitress only one? She worked very hard but unable to keep up. Not very handicap friendly. Hotel concierge pushy for timeshare meeting! No cable TV
Comment from Hotel Management
Feb 14, 2017 by Social Media & Customer Care Coordinator, Hotel Management
We appreciated your sincere and constructive comments. Please know that one of our main goals is to work on a daily basis to constantly improve our services and guest satisfaction. I am very sorry to hear about your bad experience with the Vacation Club representatives. Their goal is to assist guests and show them all what the resort has to offer. It was a pleasure to host your holiday and hopefully you will provide us an opportunity to host your holiday once again.
5 out of 5
Recommended
for Couples
by A verified traveler from Salt Lake City, Utah

Beautiful resort in the middle of the jungle

Posted Feb 10, 2017
Pros: The food, entertainment, facility, and friendly staff.
Cons: Loud music at the pool and beach was annoying for us senior citizens. However, we were able to find some quiet places more to our liking.
Location: Great location on the south end of Playa deal Carmen. The Xcaret Park is right next door and Tulum and Xellha were within easy driving distance.
This was our first experience with an all-inclusive resort. We decided to give it a try based on the recommendation of two of our children. We loved it! The beautiful grounds, huge swimming pool, the wildlife roaming through the property, and the five restaurants plus the expansive buffet made for an enjoyable and stress free week.
Comment from Hotel Management
Feb 11, 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. We are delighted to read, that we were up to par to your standards. We hope to have the pleasure to host you again.
4 out of 5
Recommended
for Everyone
by A verified traveler

I'd go back.

Posted Feb 8, 2017
Everything went smoothly. Had an enjoyable week. Massage in the Royal Cabana on the beach and the salt water pool were my favorites. Staff were all friendly and helpful. Nice property with lots of options for outdoor settings to choose where to spend lazy days, having drinks delivered poolside. Would visit again.
Comment from Hotel Management
Feb 9, 2017 by Social Media & Customer Care Coordinator, Hotel Management
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.
5 out of 5
Recommended
for Everyone
by A verified traveler from sebastopol, ca

Great family or couples all-inclusive

Posted Feb 4, 2017
Pros: The lush setting, beach views and native animals.
Cons: Nothing!
Location: Located 45 minutes from Cancun airport, gateway to snorkel, caving, beaches, wildlife, great food.
Our family of 8 enjoyed this resort and Xcaret Park next door.
Comment from Hotel Management
Feb 9, 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. We are delighted to read, that we were up to par to your standards. We hope to have the pleasure to host you again.