Ratings based on 1,240 Verified Reviews

They paid and stayed. We double-checked.
4.0 out of 5
80% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
3.9 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
3 out of 5
by A verified traveler from New York

Old buildings

Posted May 21, 2016
My room was in a bad condition, cracking in bathroom walls, toilet had continuously circulated water (not a pleasant sound), after taking a shower I had a pool of water on a floor (2 inc deep) and only on the next day it was cleaned
Comment from Hotel Management
May 23, 2016 by Diandra C, Hotel Management
Dear Michael, Please accept our apologies for not living up to your expectations and thank you so much for the taking the time to write this review as it give us the opportunity to improve. 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 hope you give us the chance to demonstrate you that our main goal is to create unforgettable experiences with a high quality service. Sincerely, Diandra Cru Reputation Manager
3 out of 5
by A verified traveler from miami

Old hotel with terrible customer service.

Posted May 18, 2016
when I received the room , the floor was dirty, no soap, shampoo and the amenities you need in a room. the shower was fixed with tape and the tv remote control didn't work. The servers at the restaurant worked with a bad attitude When you arrived to the restaurant half hour before they close. They really need to take care of the facilities. This is not my first time in cancun and for the price you can find a better hotel.
Comment from Hotel Management
Jun 19, 2016 by Diandra C, Hotel Management
Dear Andres, We are very saddened to read we did not fulfill your expectatioms. As in any large property, maintenance issues might arise, but we solved them in a timely manner. Please know we have managers 24 hours, and are available to listen and assist the guest’s needs. Please let me know when you will be back to our property and I will personally make sure that your next visit will be a perfect one. Sincerely, Diandra Cru Reputation Manager
5 out of 5
by A verified traveler from A

Nice hotel. Nice beach

Posted May 15, 2016
Great views. Nice beach and super friendly environment
Comment from Hotel Management
May 16, 2016 by Diandra C, Hotel Management
Dear Moe, We would like to thank you for choosing Occidental Grand Xcaret as your holiday destination and for your nice words about the resort. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. It was and it always will be a pleasure to host you. Sincerely, Diandra Cru Reputation Manager
5 out of 5
by A verified traveler from San Antonio

Outstanding customer service

Posted May 12, 2016
Cons: Having an adults only pool
It is true that the buildings need a bit of an update but this can be easily overlooked by the outstanding customer service, cleanliness, and location of the resort. Everyone in the staff we dealt with was eager to help and accommodate us. We’ve stayed in many other 5 and 4 star all inclusive resorts and by far this one had the best maintained grounds. The scenery and jungle like environment is very conducive to resting and relaxing. The pools are clean and nestled in lush vegetation. The man made beach is not very big but has plenty of room for sunbathing. Even though the resort has several detached buildings, there is a tram system to help you get from one place to the next. As for the dining experience, we thought it was great. There were plenty of choices in the menu at all the themed restaurants - so many in fact that in 10 days we never had dinner at the buffet restaurant. For those wanting to do day trips, there are several choices within 30 minutes of the hotel. Last but not least, because we like to explore, we never stay at the same place twice and turned down the invitation to the time share presentation.
Comment from Hotel Management
May 12, 2016 by DC, Hotel Management
Dear Cesar, Wow! First of all, thank you for choosing Occidental Grand Xcaret as your holiday destination and for taking the time to send your kind and amazing feedback. We are delighted to read that you enjoyed our services and facilities. We truly appreciate your kind words about our service and facilities. We do our very best to ensure our guests are taken care of, from the moment they arrive until the time of departure. We are looking forward to host you soon, Sincerely, Diandra Cru Reputation Manager
5 out of 5
by A verified traveler from Colorado

Great hotel!

Posted May 12, 2016
Pros: Beautiful, Clean, Wildlife, Good food and drinks, friendly staff, shopping on site, well maintained, free activities and shows.
Cons: Checking the rooms better before people check into them. Our air conditioning was broken, ceiling fan didn't work, and our light needed to be replaced
Location: Very close to a lot. Walking distance from Xcaret Park, close proximity to other parks, Playa Del Carmen city, beaches, and more!
Overall our experience at the Occidental Grand Xcaret was amazing. It was beautiful, the food was good, and the staff were all very helpful and friendly. Our only complaint is that the rooms should be more thoroughly inspected before people are checked into them. We had to switch rooms because of air conditioning issues along with a few others but our second room was great. My fiance and I had a great time and would definitely recommend visiting to our friends and family.
Comment from Hotel Management
Jul 13, 2016 by DC, Hotel Management
Dear Juliana, We would like to thank you for choosing Occidental Grand Xcaret as your holiday destination and for your kind and constructive words about the resort. Feedback is extremely important to us. Regarding the room issues, please know that we have managers 24 hours, and are available to listen and assist any guest’s needs. Unfortunately, as in any large property maintenance issues might arise, but we solved them in a timely manner. It was and it always will be a pleasure to host you. Sincerely, Diandra Cru Reputation Manager
2 out of 5
by A verified traveler

Beautiful place, poor service

Posted May 7, 2016
The magic of the place was offset by the lack of customer service. I constantly felt I was receiving the customer service of a cheap place. It was more like asking for favours rather than been pampered in a supposed 5 start hotel. Also, it felt that the hotel was trying to get money out of you in any possible opportunity. e.g. only 1 hour of free internet (only at the lobby area), their performers wouldn't allow you take them a picture if it wasn't with the hotel photographer and for an additional price. We got charged an additional fee for the room in the middle of our stay, etc. => We did a booking for two adults in in Expedia. Clearly included a note explaining we had a 2 and a 4 year old children and ask for beds for them. We had no reply about this. However, on our second day they explained that we had to pay for the kid an additional cost per night for everyday of the hotel. What we did not like was the surprise component once we where there. => They claim to have special restaurants for all guests. However, as a guest you can't book. It turns out that every night we arrive for dinner (with a 2 and a 4 year old) we were told there was a wait of about 40 minutes. We ended up every night dinning at the buffette. Quality is below average for a 5 star hotel. => My partner asked the concierge where could she wash the kids bottles to be disinfected (i.e. in which restaurant could they put them in the hot machine). The concierge/reception answer was that in our bedroom
Comment from Hotel Management
May 11, 2016 by DC, Hotel Management
Dear guest, First of all thank you for choosing Occidental Grand Xcaret as your holiday destination and for your constructive and detailed feedback. As we have already talked privately, we are very concerned about the lack of information from the Expedia reservation department and the uncomfortable situation you had to experience at the resort. In regards of the restaurants situation you experienced, we would like to apologize for the bad impression our service left you. Our staff is trained to be warm and accommodating to our guests, and they work very hard to give all of our guests the same level of attention and service. Sincerely, Diandra Cru Reputation Manager
5 out of 5
by A verified traveler

Very nice close to everything

Posted Apr 29, 2016
First time in the facility and it was amazing, we loved it, very nice and clean
Comment from Hotel Management
Apr 29, 2016 by Diandra C, Hotel Management
Thank you so much for choosing Occidental Grand Xcaret and for your amazing feedback. We are delighted to read you enjoyed our facilities and services. It was and it always will be a pleasure to host you. Kind regards,
5 out of 5
by Lucia from CIUDAD DE MEXICO

GRAN HOTEL

Posted Apr 28, 2016 on Hotels
En general el hotel es muy lindo, con lindos paisajes de la selva de la Riviera Maya, la gente agradable. Quizá la zona de playa es muy pequeña y la parte más cercana al mar se llena demasiado. Las albercas están muy limpias, ideales para ir con niños. La cocina es excelente. Muy buen servicio.
Comment from Hotel Management
Jul 15, 2016 by Itze P, Hotel Management
Gracias por elegir Occidental Grand Xcaret, y por tomarse el tiempo de compartir su increíble experiencia! Estamos encantados de saber que haya disfrutado de nuestro servicio y facilidades; nos hace sentir muy orgullosos de nuestro hotel y colaboradores, quienes hacen que todo sea posible. Saludos desde Xcaret,
5 out of 5
by Enrique from Temecula CA

Posted Apr 15, 2016 on Hotels
I had fun staying in this hotel but I had an accident. There is a path in the trees and as i was walking down the steps, I fell and my ancle hit a rock. This happened because there was hardly any light in this path.
Comment from Hotel Management
Jun 25, 2016 by Itze P, Hotel Management
Dear Enrique, Thank you so much for taking the time to leave us your feedback on your recent experience at Occidental Grand Xcaret. We understand that no one expects these kind of incidents on vacations, however Occidental Grand Xcaret is an ecological hotel and we strive to protect the environment. Therefore, in order to protect the fauna we try to keep the lights as low as we can, so our little animals are not harmed. We hope you will give us the chance to host you again. Bests,
3 out of 5
by michelle

Posted Apr 14, 2016 on Hotels
Comment from Hotel Management
Jul 9, 2016 by Itze P, Hotel Management
Dear Michelle, Thank you for taking the time to share your experience. We hope to have the pleasure to host you again. Best Regards,