Occidental Costa Cancun

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 9476 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Victor7

    Reviewed by vicktors7(Penticton, Canada) on Jan 06, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Hotel/resort maybe is 4-5 star; However rooms are 2 star; changed rooms twice, because the 1st room was in front of major roadway with a lot of traffic noise, the 2nd room was not maintained properly ;ie: toilet bowl had a dirt ring around the bowl,2-3 pin holes in curtains, shade around lamp very loose, 2-3 plug ins for cel phones did not work,showers’ floor felt kind of dingy?,light bulb in center of fan was not working,mirror bracket fitting (very loose) ALL the staff were AWESOME!! Rooms are questionable! For maintenance??

    Awesome vacation

    Reviewed by jorgetripmatias(Aurora, Colorado) on Jan 05, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Amazing hotel, poor food quality the taste is not good, amazing staff members , 3 restaurants none open daily, must have reservation. Only made same day. Better get in line at 7am or you won’t get a reservation. Drinks are very weak, have to always ask for double or triple. Apparently they have no salad dressing at all available. Most room service items aren’t available, again the service and staff are amazing. Spa are amazing too I have really good experience.

    THE WORST

    Reviewed by nancycE4926TJ() on Jan 02, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Went with all my family for New Year vacation. Did not enjoy my time in Mexico. I love Mexico but this place made me don’t want to go back ever again. People is so rude, food it’s bad and room old and dirty. I will definitely pay a high quality hotel next time. NOT THIS PLACE EVER AGAIN.

    Worst resort in Cancun.

    Reviewed by Road361404() on Jan 02, 2021

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Ok, first off, let me start by saying I read the reviews before coming here and I NOW understand why there are positive reviews. The staff goes around telling you (entertainment staff, bartenders, cleaners, etc) that if you don’t mention them by name in their reviews, they are going to “lose their jobs” well.. I just spent a couple thousand dollars on our vacation to be misled by these reviews, so I am going to be honest. We have travelled the world, I’ve stayed in hammocks and hostels in Thailand, cheap 2/3 star hotels in Mexico, Jamaica, Cambodia, etc.. we don’t expect much and this review is thorough because I don’t want anyone else expecting a high quality resort here. We had absolutely horrendous service the entire time we were here. Took us over an hour to get checked into the hotel. Rooms are small, leave a lot to be desired. We spent the extra money to get an ocean view, we should have gotten a suite, the room was tiny and terrible. I recently had a knee replacement, and this entire resort is NOT handicap accessible at all. Stairs to the snack bar with no ramp, multiple stairs to get down towards the pool, with no ramps or hand rails, completely unstable ground and walkways. The ONLY standalone staff member whom does his job with consistency is Luis from the buffet. The other staff at the buffet allows tourists to walk around without masks on, throughout the food service areas, and do not follow proper protocol. Poor Luis is the only one who is enforcing these rules. GIVE LUIS A RAISE! The buffet has little to no substance, missing basic breakfast items like toast, fresh fruit. The same prunes, raisins and cut up leftovers In Champagne glasses for “fresh fruit” is disgusting. No bacon? Sausage? Toast? Everytime we sat down at the buffet, we sat for many minutes before we got cutlery or drink service. Sometimes we didn’t get it at all. Then, when you get up to get your own cutlery, they tell you to sit down. The food is severely lacking. No one wants to have pork and beans for breakfast. Dinner? PORK AND BEANS. Lunch? Nachos, PORK AND beans. The odd chicken dish, the odd hamburger.. you have to wait in one queue on one side of the buffet to be serviced, even if the item you’d like is just one, and it’s on the other side of the buffet. Sometimes, they don’t even serve you at all. The Italian restaurant menu is nasty, the Mexican restaurant has some substance, but if you’re looking for tacos, burritos, pico de Gallo or guacamole, leave the resort and go to the Mexican restaurant across the street. If you’d like to be at a resort that allows just anyone to walk onto the premises, this is the one for you! Large groups of Mexicans and Europeans walking off of the pirate ships bragging how easy it was to get free booze from our bars, laughing in our faces about not having bracelets. Locals coming onto the beach to try to sell drugs, and security does NOTHING. Trying to sit by the pool, large groups of tourists blasting their own music over the pool music, spilling drinks and being over served left right and center. If you’re looking for any structure, relaxation or organization from the staff, you won’t find it here. At night, live music but you can’t hear it because the Europeans are blasting their own house music over Bluetooth speakers. Staff and security do nothing. Cocaine is being used at the bar blatantly, again, no one cares. If you’d like to make an a la carte reservation, you have to be downstairs between 6 am and 8 am. They’re lining up at 6 am. We came down at 740 one day to be told, sorry no reservations for you! The concierge “Cesar” told us numerous times he was doing us a “favour” by getting us a reservation, just to show up and not have our names anywhere. The “New Years Eve” menu was salmon, salmon soup or a steak covered In 3 cheese sauce. Gross. Sorry, but not everyone wants fish. Everytime we got buffet potatoes, etc they were raw or undercooked. How do you mess up potatoes?!? Everything was so dry. Ordered room service a few times when we didn’t get dinner. If you’d like room service, $9 charge. Coke with your meal? Extra charge? Lost towel key? $25 bucks USD. Lost room key? $25 USD. One night after not getting served at the buffet after sitting for forty five min, ordered spaghetti and a club sandwich, up to the room, waited an hour, to have the waiter show up with only the club sandwich, to tell us he didn’t have spaghetti. So why didn’t you call us and ask us if we’d like something else? So one of our parties just doesn’t get dinner? After having a horrendous experience at dinner so many times, a manager came to speak to us. Her name was Abigail, she promised we would get a reservation. Guess she heard how displeased we were, or how many times we left dinner without being served, seated or receiving warm food. We showed up at the restaurant, GUESS WHAT! NO RESERVATION! We even had a piece of paper with our names on it. I had asked her for some basic Mexican food, as we were DYING for some semblance of Mexican flavour and she promised we’d get some guacamole. Didn’t happen. It’s sad when all you wanted was guacamole on your vacation in Mexico and you can’t even get it. Finally, my husband bribed a chef to bring us some. There is legitimately no authentic Mexican food here unless you can get into the Mexican restaurant, but again, we don’t know because we couldn’t get a reservation to get in. We had some good experiences from the waitresses around the pool, Juanita, Carmen and Sandra were on top of bringing us drinks, which was nice. Went to get a service at the spa, the massage room was SO COLD, I begged her to turn the A/C off for my service and I froze throughout the entire experience. Went to get into the shower at the spa, and it was ice cold. She apologized and begged me to clean the scrub off in the ice cold water. I as well had my acrylic nails removed extremely poorly, and they left acrylic all over my nails, leaving them cracked, thin and broken. On top of this, I go to open my locker and large orangey yellow cockroaches jumped out of my locker. I screamed, and they came running and killed the bugs. Therapist told me not to pay and she’d speak to the manager. Spa manager comes and finds me the next day, with Abigail and offers me 20% off my service. you have to be kidding me. After what I just experienced, they wanted me to save $18.00. NO. I refused. Abigail came back, stated they’d like to offer 30% off, and a free leg massage I was weary of being in the cockroach spa again, I paid the amount. I booked the leg massage for 3pm for the next days, and showed up for it to be rebooked for 7pm. I didn’t come back. There was some weird brown substance leaking from underneath our sink and we complained, only to have it not cleaned up for seven days. The deadbolt on our room was non existent, and the door lock didn’t work properly. If you turn the ac on during the night, it hisses, spits, claps and knocks all night. The door and windows aren’t sealed properly, they as well made the most horrendous noises all night when it was windy. Most people stayed out of the pool because it was so cold. Even on a 30+ degree day, the pool is too cold. We brought all these concerns to the hotels manager, and no one seemed to care. They “pretend” like they care, and they like to act like they’re dealing with your problem, but meanwhile, will start something with you, ask you to wait, and then never come back. This place is an absolute joke and I would never return to this place if it was free. Do better Barcelo and Occidental. I expect more. I want my money back. I cannot wait to post this to every travel site I use. This is legitimately closer to a 2.5 star resort. The food and service are terrible.

    2020 stay

    Reviewed by NicoleTraveler3(Philadelphia, Pennsylvania) on Dec 31, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I am so happy I was able to get one vacation in during this hectic year. This resort is small, especially if you are used to the huge resorts in Riviera Maya, but it has everything we wanted. The food was delicious. The staff was super kind. The shows were always on time, and the entertainment team was not annoying on the beach. The beach is small but never felt crowded. The water was also shallow, but that worked for us because my boyfriend isn't much of a swimmer anyway. One of the major perks of the hotel is being next door to a beach taxi, which we used to travel to one of the nearby islands. Take this opportunity! The only complaint was that our room smelled like poop when we arrived. We noticed that the smell would return when we turned the air on. Something in the vents?

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-5

    Value

    Value-5