Ratings based on 3,764 Verified Reviews
4.3 Room cleanliness
4.2 Service & staff
4.3 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 20 Nov 2024
Everythibg was great!
by A verified traveler
Posted 20 Nov 2024
NOS INTOXICAMOS EL ÚLTIMO DÍA QUE COMIMOS MIS HIJOS Y YO LLEGAMOS A CASA ENFERMOS Y DURAMOS 2 semanas enfermos tuvimos que cambiar 3 veces de DOCTOR para sanarnos
by A verified traveler
Posted 20 Nov 2024
The property itself was nice, very clean with a beautiful jungle surroundings and it's location next to the eco parks was great. What let this property down was the food. The a la carte restaurants were very disappointing. The menus were very limited. I ordered shrimp tacos and they came out dry and shrivelled up. The steakhouse was no better, the steak was dry and flavorless. Luckily it had a half decent buffet restaurant so we decided to eat there every night instead of in the restaurants.
by A verified traveler
Posted 19 Nov 2024
The property is amazing, but my room always smelled like mold. In one of the restaurants we were told there was a “dress code” but there wasn’t any signage about such things, not to mention there were other guests in the restaurant wearing the same clothing and when I brought it up to the waitress she claims it was because of “weather reasons”, absolutely does not make sense. If they have rules they need to apply to EVERYONE. We felt discriminated against for that reason. Also, there was miscommunication with the bell hop because they knocked on our door at 4am instead of 10am! Another one of their restaurants had poor service, they were constantly out of food and substituting without asking, it would take an hour to receive our food. We caught a lot of attitude from the employees as well. It was my second time coming to this resort and I brought my family with me the second time, I probably will never come back.
Comment from Hotel Management
19 Nov 2024 by Customer Care
Occidental At Xcaret Destination, Hotel Management
Dear guest,Thank you for the time taken to share your experience of staying with us.We are truly sorry to hear about the aspects of your stay that did not meet your expectations. We understand that the scent you encountered in your room was not pleasant, and we apologize for any discomfort this may have caused. Our guests' comfort is a priority, and we will look into this matter.Regarding the dress code at our restaurants, we apologize for any confusion that was caused and any feeling of discrimination this may have inadvertently created. It is important to us that our policies are clear and consistently applied to all guests, and we will review our communication to prevent such misunderstandings in the future.Additionally, we regret the miscommunication with our bellhop service. We strive to provide precise and attentive service, and we apologize for the disruption this caused during your stay. We also extend our apologies for the service you experienced at one of our restaurants. We take pride in our culinary offerings and the service provided by our staff, and we are disappointed to learn that we fell short of these standards on this occasion.The entire team really hope we can welcome you back on a future occasion. Kindest regards,Customer CareOccidental At Xcaret Destination
by A verified traveler
Posted 18 Nov 2024
by A verified traveler
Posted 18 Nov 2024
This place is beautiful.
Comment from Hotel Management
18 Nov 2024 by Customer Care
Occidental At Xcaret Destination, Hotel Management
Dear guest,Thank you for sharing your experience with us.We are delighted that you appreciated the impeccable condition of our resort, which is a testament to the diligent efforts of our team to provide an exceptional environment for our guests. Our commitment to maintaining a high standard of quality across all areas of Occidental At Xcaret Destination - All Inclusive is unwavering, and it is rewarding to know that it has resonated with you.It would be a pleasure to welcome you back. Best wishes,Customer CareOccidental At Xcaret Destination
by A verified traveler
Posted 18 Nov 2024
We enjoyed the resort’s beautiful outdoor spaces and the wildlife concept, but there were a few areas that impacted our experience.
Firstly, while we loved the presence of animals, we were disappointed to see that the parrots in the lobby had their wings clipped. It would have been great if they could fly freely, in keeping with the resort’s wildlife theme.
In terms of room cleanliness, we encountered issues that led me to rate this aspect a 2/5. I understand that this may not apply to all rooms, but we expected a higher standard given the price we paid.
Additionally, many of the team members seemed overly focused on selling vacation packages, which detracted from the overall guest experience. While I understand the importance of these promotions, I felt the level of sales pressure was excessive, and would appreciate a more balanced approach.
As a food lover, I was disappointed that guacamole wasn’t available at all times. Thankfully, some staff members went above and beyond to provide it when I asked. It would be great to have this available consistently at an all-inclusive resort.
Moreover, I was surprised to find that coconuts, which would complement the wildlife theme, weren’t available for purchase anywhere on the property. This seemed like a missed opportunity to enhance the tropical experience.
Considering the over $10,000 spent on our anniversary, I expected a better room and improved spa services. Overall, I would rate my stay a 6/10, or 3 out of 5 stars.
by A verified traveler
Posted 17 Nov 2024
Second time here, we love that theirs so much to do and see on property and it’s connected to xcaret park so it was easy to go back in forth! Over all I rate it a 8/10. The rooms need a little face lift, our bathroom had a lot of calcium buildup.
Comment from Hotel Management
18 Nov 2024 by Customer Care
Occidental At Xcaret Destination, Hotel Management
Dear guest,Thank you for the time taken to share your experience of staying with us.We sincerely appreciate your positive observations about your stay at Occidental At Xcaret Destination - All Inclusive.While we are glad to hear of your overall satisfaction, we apologize for any inconvenience you experienced regarding the room condition. Your comfort is of the utmost importance to us, and we regret if any aspect of your accommodations fell short of expectations.We are thrilled that you enjoyed the variety of activities available on the property and our seamless connection to the enchanting Xcaret park. Our unique location indeed offers an array of experiences right at our guests' doorstep, ensuring there's always something exciting to explore.Furthermore, it is great to know that the room amenities contributed positively to your stay. We take pride in providing our guests with a range of in-room features designed for comfort and convenience, enhancing the overall vacation experience.The entire team really hope we can welcome you back on a future occasion. Kindest regards,Customer CareOccidental At Xcaret Destination
by A verified traveler
Posted 17 Nov 2024
Beautiful Resort, excellent staff and service!
Comment from Hotel Management
18 Nov 2024 by Customer Care
Occidental At Xcaret Destination, Hotel Management
Dear guest,Thank you very much for this kind review.It is truly rewarding to know that your stay with us was so enjoyable.We are delighted that you appreciated the pristine condition of your room, the overall state of our hotel, and the range of amenities provided to enhance your experience. Our aim is to offer an all-inclusive stay that allows our guests to indulge in the beauty and comfort of the Occidental at Xcaret Destination, coupled with top-notch service from our dedicated staff. Your recognition of the efforts we put into maintaining our standards is greatly appreciated.We look forward to seeing you again soon.Best regards,Customer CareOccidental At Xcaret Destination
by A verified traveler
Posted 17 Nov 2024
In the lobby they had no coffee, it was only one small coffee shop that they said we have to pay. In the hallway that it was our room every single day they had power outage and only at night lights were on. I asked the reception to at least put a lamp so people can see and not to fall but absoloutely they did not care. It was every day pitch black.
Comment from Hotel Management
17 Nov 2024 by Customer Care
Occidental At Xcaret Destination, Hotel Management
Dear guest,Thank you for the time taken to share your experience of staying with us.We are troubled to hear about your experiences with the lack of complimentary coffee in the lobby and the power outages in the hallway. We understand how these inconveniences can affect the comfort and safety of our guests, and we sincerely apologize for any discomfort this may have caused. Our resort aims to provide a seamless and enjoyable experience, and it appears we fell short in this instance. We also regret that our response to your request for additional lighting did not meet your expectations. Your safety and satisfaction are of the utmost importance to us, and we are taking your comments very seriously as we continuously strive to improve our guest experience.Nevertheless, we are pleased that the cleanliness of your room and the amenities provided were to your satisfaction. Our housekeeping team takes pride in maintaining our accommodations to ensure a welcoming and comfortable environment for our valued guests. We are also glad to note that our overall hotel condition met your expectations, reflecting the high standards of Occidental At Xcaret Destination - All Inclusive.The entire team really hope we can welcome you back on a future occasion. Kindest regards,Customer CareOccidental At Xcaret Destination
