TripAdvisor Traveler Rating

Occidental costa cancun is a great hotel at a great value. There was 8 people in my party from teens to 70s old o age and we all had a great time. The facility is well kept and the service is top notch. The people that works at the hotel made our stay memorable. No issues at all. The people worked extra hard when the hotel was at almost full capacity. I will definitely stay at costa cancun occidental again. Already planning my next vacation ?? here.

Amazing service, and clean. The buffet was average but the specialty restaurants were great. Can't wait to book again

This was my husband and I first time in Mexico, we usually go every year to Cuba. We were travelling with 2 other couples. We really don't have anything negative to say , other than it was a very small resort with not much of a beach, but the staff were so sweet and kind, i was impressed that they didn't push the time share a lot i was prepared for that i said not interested and that was it. The drinks and food were good. The Italian restaurant was our favorite we ate there twice had the steak. We went a day on the catamaran to the Isla Muerjers and it was beautiful. Had great weather. 2 waiters at the buffet stood out to all of us Milli Vinillie and Rueben. I can't remember the sweet housekeeper that brought my white pants to my new room i left in our old room we had to change rooms because we were right behind the stage. The pool party was a stand out for me it was so fun the entertainment staff were great. WE probably won't return to this resort just because we like to go to different ones but already planning next years trip to Mexico love the Mexican people so sweet. Thank you for all your hard work and kindness during our week stay.

Upon arrival, I was told I had to present the original credit card used for the deposit I paid in September for four rooms. That card had been compromised, and my bank issued a replacement in December — same account, only the last four digits changed. Despite explaining this, and despite having four major credit cards available, your front desk agent Sandra refused to check us in. I spent 1.5 hours trying to resolve this, including calling Chase, who directly explained the situation to the manager. During this time, Sandra repeatedly spoke about us in Spanish, assuming we could not understand. One of the boys in our group is fluent, and he heard her say things such as “We’re not going to let them stay here if they don’t have it” and that the rooms we requested “weren’t available,” despite my reservation specifying adjoining rooms together. This behavior was unprofessional, disrespectful, and discriminatory. 2. Forced Rebooking and Refund Delay The manager eventually offered to rebook the rooms at full price and refund the original payment — but stated the refund could take up to 90 days. With no other option and needing to check in, I agreed. This practice is unreasonable and placed an unnecessary financial burden on me. 3. Poor Quality of Facilities and Services Unfortunately, the issues did not end at check-in. Throughout our stay, we encountered multiple problems: Food quality was extremely poor, and we were unable to book reservations at the specialty restaurants because they were “full” the entire stay. Emmanual & Monica were kind enough to make a reservation for our group to the Mexican Restaurant and the Italian Restaurant only to disappoint us more with the food. The food was not good at all. The group was very disappointed. We walked outside the property one afternoon to eat across the street. No one was impressed with the food at all. The pool was dirty, and overall cleanliness around the property was lacking. Room service one night consisted of what appeared to be Lunchables-style pizzas with ketchup packets as sauce. A hair was found in our food on another occasion. We went to the Spa around 5:30 and were told we couldn't use the Sauna. It was closing soon, when asked what time, she said 6pm. We asked if we could go for 20 minutes and she hesitated. She said to her co worker in Spanish, not knowing one of us knew spanish, she said should we let them go for a few minutes? The other girl responded and said yes, tell them 15 minutes. Very disappointed about the attitudes. Our toilet ran continuously, and despite reporting it, it was never repaired. We had no hot water during our stay. Washcloths were not provided unless specifically requested, and even then, took approximately three hours to arrive. These conditions are unacceptable for any hotel, let alone one operating under the Barceló brand.

Had the worst stay ever, staff is rude, pool is small, beach is small, fool of stones, smell of gasoline, no good entertainment during the day or night, rooms smell horrible, food is only good at restaurants but you are allowed to make reservations only couple times during your stay, food is horrible at the buffet and snack corner, no variety, staff is not helpful at all with any concerns. I travel a lot but never had this kind of experience!!!! Dont recommend it to anyone